Cigarfox - Bad Shipping

I think most of the problem at the fox so far has to do with the create your own 5er--The goods that come preboxed will probably survive the bad outer boxing treatment
 
I received a package today from Tommy at CigarFox. Suffice to say, he made good and then some.

I forgot to take pics before I put what he sent me into the humi, but let it be known that Tommy did everything right to keep me as a customer.


I will be ordering from CigarFox in the future.
 
Mods, is there any way to change the title of this thread to:

Cigarfox makes good (was Cigarfox - Bad Shipping)

Thanks,

Tenor CS
 
Tenor CS said:
I received a package today from Tommy at CigarFox. Suffice to say, he made good and then some.

I forgot to take pics before I put what he sent me into the humi, but let it be known that Tommy did everything right to keep me as a customer.


I will be ordering from CigarFox in the future.
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I was at the Cigar Factory Outlet today(they had a little event on tonight) and Tommy said he 'looked' after you.:tu I figured they would take care of things.

Tommy showed me what they are going to use for packaging their singles. All I can say is; I have not seen any online site that has gone through this much care and expense for packaging to ship singles. I doubt there will be any damaged cigars, due to packaging, when they get their new containers.
 
As an Assistant GM of a distribution center I can tell you that is unacceptable, but it does happen in any and all industries. I would have that shipping manager in my office if I got your email. He would be getting with the packer and we would be replacing that item right away. Customer satisfaction is the most important thing!!!! Good luck and hope they fix the problem for you.
 
I would not start to praise these guys just yet. I am new to CS and found this thread searching for cigarfox forum discussions (I use another forum but hey, I may switch now:)). Anyhoo, I ordered from cigarfox more then a week ago and nothing apart from the initially order confirmation email. Initially I thought everything was ok as there was a charge on my CC, but then the charge from the CC dissapeared. I have emailed twice (no response) and phone twice (once no answer, the other time I was asked for my order date -- not my name, email etc, and was told it shipped and the phone was put down, without my name, how could they know?). They might want to do well but they have a far way to come. I ordered from CI and famous on the same day and those smokes will be here Monday. Why did I try CF and why am I angry. Their selection of singles had what I wanted as a GIFT, yes, I can order again but these cigars (along with a cigarcaddy) were going to be a gift, which will now be late. The worst part is because they dont respond, I dont want to reorder anywhere else because with my luck I will end up with two. They really need to get their stuff in order. A few of you seem to have been sorted out but there are probably even more that have got screwed. Also, I ordered the Cohiba special but did not even bother with the freebie, I am only upset about things I was willing to pay for. My order was a little over $80, maybe this is nout a big enough order for them to care about.
 
bigloo said:
I would not start to praise these guys just yet. I am new to CS and found this thread searching for cigarfox forum discussions (I use another forum but hey, I may switch now:)). Anyhoo, I ordered from cigarfox more then a week ago and nothing apart from the initially order confirmation email. Initially I thought everything was ok as there was a charge on my CC, but then the charge from the CC dissapeared. I have emailed twice (no response) and phone twice (once no answer, the other time I was asked for my order date -- not my name, email etc, and was told it shipped and the phone was put down, without my name, how could they know?). They might want to do well but they have a far way to come. I ordered from CI and famous on the same day and those smokes will be here Monday. Why did I try CF and why am I angry. Their selection of singles had what I wanted as a GIFT, yes, I can order again but these cigars (along with a cigarcaddy) were going to be a gift, which will now be late. The worst part is because they dont respond, I dont want to reorder anywhere else because with my luck I will end up with two. They really need to get their stuff in order. A few of you seem to have been sorted out but there are probably even more that have got screwed. Also, I ordered the Cohiba special but did not even bother with the freebie, I am only upset about things I was willing to pay for. My order was a little over $80, maybe this is nout a big enough order for them to care about.
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I ordered the cohiba deal and on 6/30 got a confirmation and that was it....Im kind of getting worried....
 
I sent this e-mail today about an order I placed the first day or so of this thread. I cc'd Tommy.

I'm re-reading it again, and I can see that I shouldn't write e-mails before my first cup of coffee in the morning, so Tommy, if you read this, it's written not to be critical, but more to help you get things right. I wouldn't bother if I didn't believe you really want to do right by your customers; I'd just cancel my order and go elsewhere.

****************

Cigar Fox customer service,

Placed this order a while back and I guess you called my house looking for a zip code, which is odd because it is clearly in this confirmation email. When my wife called back, the person answering the phone said that they would not be able to take the information, so I'm sending it to you email.

I am currently deployed to Aghanistan and the order will need to be shipped to an APO, which is below.

There are A LOT of deployed soldiers who are cigar smokers, so I hope you are able to get procedures in place to better take APO's during the order process online.

In the meantime, I'm inquiring about the status of my order- can you please ship it to my address below?
 
bigloo said:
I would not start to praise these guys just yet. I am new to CS and found this thread searching for cigarfox forum discussions (I use another forum but hey, I may switch now:)). Anyhoo, I ordered from cigarfox more then a week ago and nothing apart from the initially order confirmation email. Initially I thought everything was ok as there was a charge on my CC, but then the charge from the CC dissapeared. I have emailed twice (no response) and phone twice (once no answer, the other time I was asked for my order date -- not my name, email etc, and was told it shipped and the phone was put down, without my name, how could they know?). They might want to do well but they have a far way to come. I ordered from CI and famous on the same day and those smokes will be here Monday. Why did I try CF and why am I angry. Their selection of singles had what I wanted as a GIFT, yes, I can order again but these cigars (along with a cigarcaddy) were going to be a gift, which will now be late. The worst part is because they dont respond, I dont want to reorder anywhere else because with my luck I will end up with two. They really need to get their stuff in order. A few of you seem to have been sorted out but there are probably even more that have got screwed. Also, I ordered the Cohiba special but did not even bother with the freebie, I am only upset about things I was willing to pay for. My order was a little over $80, maybe this is nout a big enough order for them to care about.
Click to expand...


Just an update. No reponse to emails so I called again. This time I got Tommy. He checked on the order and found out they had somehow lost it (it never made it to their shipping). Again, this was not for free deals, these guys are loosing paid orders which cannot be good for business. Tommy said he would make sure it shipped today. I will report back as soon as the package arrives. I want these guys to do well because there single selections are good, but the non-reponse to emails and the poor initial communication... lets see what/when my package arrives and I will see from there. Tommy is a nice guy though who was nice to deal with.
 
My own update:

I got a personal email today from Dan Jenuwine, asking if I was happy with the way things were handled.

While they may not have all the kinks worked out yet, I think they at least have the right attitude to get themselves on the right track.
 
My order from 6/30 still isnt here and I havent heard from anyone at cigarfox.....Im starting to worry
 
I orderd on 6/27 before I saw this post and my order was shipped 6/30 which arrived today, 7/8. Black box inside some crumpled packing paper. Cigars were placed on some bolster batting, and placed in the box. The sticks looked good and I didn't have the damage that others had to their sticks.

It's good to see them making good and making sure customer's are happy. I like the site and options and I'm not going to write them off yet, but I'll wait a bit for them to work the kinks out before a reorder.

Perhaps go with USPS for shipping instead of UPS, too...
 
I bought the Cohiba deal and an ashtray on 6/30 and it arrived yesterday. It arrived in a printer toner box with plastic bags for padding...

Everything was in decent shape though. I'm going to wait a bit to see if they improve their shipping before ordering from them again.
 
I got the Cohiba/case deal today. Looks great, they sent Churchills instead of Robustos.

Thanks CigarFox. :tu
 
6/30 or 7/1.

Sit tight, give it some time. With the Holiday everything gets delayed a bit.
 
I palced an order on 6/29 and I still haven't received any type of notification that it has shipped, i'll give it a couple more days before I contact them.
 
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