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Humidor Builders: Stay away from "CigarExtras.com"

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Blog entry by Blake posted 02-19-2008 09:51 PM 4072 reads 0 times favorited 24 comments Add to Favorites Watch

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:

From: Blake
Sent: Monday, February 18, 2008 2:34 PM
To: customerservice@cigarextras.com
Subject: Return

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.

Thanks,
-Blake

On Feb 18, 2008 12:02 PM, Lisa <customerservice> wrote:

Blake,
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.

Thank you,
Ruth

On Feb 19, 2008 11:11 AM, Blake wrote:

Ok, so…

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.

Thanks anyway.
-Blake

-- Happy woodworking! http://www.openarmsphotography.com



24 comments so far

View Tomcat1066's profile

Tomcat1066

942 posts in 2447 days


#1 posted 02-19-2008 09:57 PM

Appreciate the heads up. A company with a poor return policy is one I have no intention of doing business with!

-- "Give me your poor tools, your tired steel, your huddled masses of rust." Yep, I ripped off the Statue of Liberty. That's how I roll!

View macpiper's profile

macpiper

52 posts in 2439 days


#2 posted 02-19-2008 10:31 PM

that blows. you should call back and get the supervisor to take your complaint. and if that doesn’t work take it higher up. you worked hard for your money and you deserve to get what you paid for with it.

that being said, as always, remember “caveat emptor.”

View Popintraining's profile

Popintraining

110 posts in 2489 days


#3 posted 02-19-2008 10:52 PM

Send them a link to this post and tell them there’s more to come

-- Illegitimis nil carborundum - Don't let the bastards grind you down http://georgiacustom.com

View Ethan Sincox's profile

Ethan Sincox

765 posts in 2825 days


#4 posted 02-19-2008 11:08 PM

Customer service can make a company… it can also kill it. There is something to be said for the power of one voice.

Hey, Blake, don’t forget to mention that you posted a warning about their company on a woodworking website with over 3100 members and you’ll be sure to post a warning on any other woodworking website you frequent.

-- Ethan, http://thekiltedwoodworker.com

View Blake's profile

Blake

3437 posts in 2526 days


#5 posted 02-19-2008 11:34 PM

Already did, Red.

-- Happy woodworking! http://www.openarmsphotography.com

View Scott Bryan's profile

Scott Bryan

27251 posts in 2473 days


#6 posted 02-19-2008 11:54 PM

Good for you, Blake. There simply is no excuse for poor customer service. I don’t blame you for being upset.

-- Challenges are what make life interesting; overcoming them is what makes life meaningful- Joshua Marine

View Dadoo's profile

Dadoo

1764 posts in 2642 days


#7 posted 02-20-2008 12:03 AM

I take it there’s no way you can just walk it into their store? I’m sure the manager would help. Besides, she’s probably in East India anyhow.

Well. good luck.

-- Bob Vila would be so proud of you!

View Zuki's profile

Zuki

1404 posts in 2728 days


#8 posted 02-20-2008 12:11 AM

Thats 3100 registered members. Lets not forget the 1000s of lurkers not registered.

-- BLOG - http://www.colorfulcanary.com/search/label/Zuki

View rikkor's profile

rikkor

11295 posts in 2526 days


#9 posted 02-20-2008 12:22 AM

They are now off my list. Sorry for your circumstance Blake.

View Obi's profile

Obi

2213 posts in 2888 days


#10 posted 02-20-2008 12:28 AM

Let me know if my e-mailing them will do anything. Customer Service is Job #1. You bite one lumberjock, you might just as well have bitten us all. I won’t forget them customerservice@cigarextras.com

View Ryan Shervill's profile

Ryan Shervill

278 posts in 2464 days


#11 posted 02-20-2008 01:28 AM

Funny…..I’m not sure if they ship up here to Canada, but as builder for Vanderburg Humidors…well…I kinda use alot of stuff. Too bad for them, as I am always looking for new suppliers. I guess I can take this one off my list.

Thanks for the tip.

-- Want to see me completely transform a house? Look here: http://forum.canadianwoodworking.com/showthread.php?41055

View mjlauro's profile

mjlauro

244 posts in 2412 days


#12 posted 02-20-2008 01:59 AM

Blake, I don’t know how far you want to take this, but I’m with mac on this one. If you complain enough to the right people it will get rectified. I once destoyed a cell phone(dropped it in the toilet) the company would not replace it because it wasn’t there fault, well long story short a month later I had a new phone. It did take quite a bit of phone calls, letter writing and threats(better business bureau) but it worked out for me. Anyway, i will not be using this company. You should be proud that while you may not get the satisfaction you wanted, you helped so many of us.

View ChrisBabayco's profile

ChrisBabayco

67 posts in 2579 days


#13 posted 02-20-2008 03:11 AM

Well this is very good to know- I was planning on making a humidor for a friend of mine for his birthday, and I had actually looked to get some supplies from this company, but after reading this I think I will skip that order. Does anyone know a better supplier, that they have had success with?

View DocK16's profile

DocK16

1139 posts in 2738 days


#14 posted 02-20-2008 05:01 AM

What a coincidence, humidor was on my next project list thanks for the heads up on Cigar Extras.com Blake
25% RESTOCKING FEE! that’s ludicrous, and 7 days is an even bigger joke.

-- Common sense is so rare anymore when you do see it, it looks like pure genius.

View Blake's profile

Blake

3437 posts in 2526 days


#15 posted 02-20-2008 06:41 AM

DocK16, the expression on your face (buddy icon) says it all.

-- Happy woodworking! http://www.openarmsphotography.com

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