As you may know, I have been preparing to build a Humidor for a buddy of mine. So I ordered a few things from one of the larger cigar/humidor accessory companies on the internet with a great selection. Well, I didn’t get what I had expected so I decided to do a return. The first thing I did was call the phone number on the invoice. I had taken the package to work with me and wanted to drop it off that day. The lady on the phone told me that there was nothing she could do for me, because I had to email them instead. Hmmm. This is how the email correspondence went:
Sent: Monday, February 18, 2008 2:34 PM
I would like to return an order I received a couple of weeks ago. Nothing has been used. The quality was lower than expected on one item and the other item is not needed. The order number is: 9459
Please let me know what I need to do as soon as possible, I would like to drop off the package today.
I would prefer if you call me: 831-XXX-XXXX.
On Feb 18, 2008 12:02 PM, Lisa <customerservice> wrote:
Your RMA number is 0218 – 9459 and I have copied our return policy for you which is listed on our FAQ page on the website for your review:
“What is your Return Policy?” Returns other than those addressed above for damages or covered below for items with warranties, are subject to a restocking fee of 25%, and must be returned within seven days of receipt. Returns must be in new condition with all accessories and documentation and must be repacked in original packaging as it was received, Your return must be sent in packing suitable to protect the contents from damage. Used items are not returnable, a seasoned humidor (which includes humidors we season for you per your order instructions) are considered used and are not returnable. Any variances from the above stated conditions will either be refused or will result in additional deductions as determined by Cigar Extras. Please contact us for an RMA #, as packages received without this number will not be accepted. Returns must be sent insured using a shipper that provides tracking.as CigarExtras.com is not responsible for returns which become lost or damaged. All shipping costs are the responsibility of the customer. Refused orders or orders which are undeliverable to the address provided may at our option be treated as a return and subject to restock fees and all shipping costs incurred for delivery and return.
On Feb 19, 2008 11:11 AM, Blake wrote:
By the time I pay your ridiculous %25 “restocking” fee, pay for shipping, and pay for insurance, on my small $50 order I am paying almost half of the original cost just to return it. And seven days within receipt? Are you kidding?
So just forget it. I will not be ordering from your company again and I will be sure to spread the word.
-- Happy woodworking! http://www.openarmsphotography.com