Shipping trouble with the Devil

B

bigloo

Bushveld Baboon
Guys,

anyone had shipping trouble with the devil. I won 9 bids last week as I tumbled down the slope, and UPS kindly delivered the package tonight and 2/3 of the cigars were missing! I have opened a ticket with them but I am not impressed. They did not miss a beat charging my CC the full amount.

Lu

:mad::mad::mad::mad::mad::mad::mad:
 
The following are the records from a recent purchase.
It reads from the bottom up chronologically.
Note when the auction ended (2008-06-30)and when I last corresponded with CBID.


Please… enjoy my last CBID adventure. Uncut ;)

Date: 7/23/2008 10:55 AM

Kim,

It’s peculiar that you have brought up "water pillows", as I have never once talked about "water pillows". If you re-read my posts in this thread you will see that I clearly say "AIR PILLOWS" and yes you do use these and no I wasn’t talking about putting them inside the wooden box with the cigars I was talking about a bigger cardboard box with more packing inside to protect the box of cigars and it’s contents from the jostling that occurs in transit.

In your last post you did not address my re-stated earlier request that the second time the packaging be better equipped to handle the journey.

How frustrating…

I will sort through the two boxes and send off the return in a timely manner.

Sincerely,

Richard



Customer service comment by: Kim
Date: 7/23/2008 8:30 AM

Richard,

We never ship with water pillows- not even to Iraq for our troops. So unfortunately that cannot be expected. A water pillow inside a cardboard box makes no difference than one without. It may help if the pillow in stuck inside the actual cigar box or bundle but as you can see there just wouldn’t be room.
Seals on boxes can be opened for a number of reason. However I do understand your suspicion. But they have typically been opened in customs, or throughout our warehouse for quality control.
We do our best to ensure packages are delivered to the best of our ability with the people we have in our warehouse. Please just pick out the best cigars for yourself and be sure to send back a full box of chosen cigars for your return.

Thank you,
Kimberly
Customer Service



My comment
Date: 7/22/2008 8:48 PM

Kim,

The cigars just arrived. I cannot believe it. The same size shipping box was used but worse this time there was NOT even an air pillow inside.

My comment Date: 7/16/2008 2:46 PM
"Please can you make sure that the next box will be sent in a larger cardboard box thus allowing for adequate padding."

Again the box has been opened prior to shipping as the seal on it has been broken and as can be predicted with such inadequate packaging a handful of cigars show damage at the feet with cracks.

This is unbelievable and such a hassle.

I tell you what I will do, tomorrow I will go through both boxes and between the 50 cigars I should be able to find 25 in good shape.

I realize that you personally did not do the packing and shipping but why did the same thing happen again and WHY was the seal on the box broken?

Ernesto Padilla is a fellow member on Club Stogie, do you think I should ask him the best way to ship his cigars?

I am so Sorry this turned out this way,

Richard AKA Tzaddi



Customer service comment by: Kim
Date: 7/22/2008 3:56 PM

Richard,

The cigars will be there soon. I’m sorry that they seem to be held up. I definitly noted that it was to ship 2 day air.

Kimberly
Customer Service



My comment
Date: 7/21/2008 6:44 PM

Kim,

Unfortunately the new box of cigars has not arrived yet.

Tracking Information:
Tracking #1ZEW96780271813435

Although there are more important things going on in the world today I was expecting them to arrive last Friday and now it appears that Tuesday will be the soonest.

Regards,

Richard



Customer service comment by: Kim
Date: 7/16/2008 3:32 PM

Thanks! :)




My comment
Date: 7/16/2008 3:11 PM

Kimberly,

I appreciate the service and will follow your instructions promptly upon receipt of the forthcoming package. I will be sure and tell my friends of this positive experience.

Best Regards,

Richard



Customer service comment by: Kim
Date: 7/16/2008 3:02 PM

Richard,

Please return the box with the label I am shipping. I am shipping a new box for you today so that you should expect them on Friday. Please also write RMA #54239 on the outside of the returned box so that we can quickly link the return to the order.

Kimberly
Customer Service



My comment
Date: 7/16/2008 2:46 PM

Kimberly,

I appreciate the quick response and I understand your situation. I would like to accept your offer of a replacement box. I have not smoked any of the cigars in the box. I have not even removed the tissue and ribbon. Please can you make sure that the next box will be sent in a larger cardboard box thus allowing for adequate padding. These cigars deserve as much, as do all of your products :)

Once again thank you for your response as well as helping to restore my confidence in buying from you.

Regards,

Richard



Customer service comment by: Kim
Date: 7/16/2008 8:44 AM

Richard,

I’m sorry that the cigars were somewhat damaged. We do our best to ensure packages arrive safe and sound. I would like to take care of this for you by setting up a return and sending new cigars. If you have only smoked one, cigar we can send a replacement to you with a label to get the other cigars back. Please let me know.

Kimberly
Customer Service



My comment
Date: 7/14/2008 6:18 PM

I just received my order a few minutes ago and I wanted to pass along
to you how disappointed I am in the packaging. The wooden box of 25
cigars measuring aprox 5" x 8" X 4" was packaged and shipped in a
single cardboard box measuring 9x6x4.5. The only padding was a small
deflated AIRplus pillow on one end. Consequently the several of the
cigars have foot damage and a few have head damage. The seal on the
box was already broken as well indicating that it has previously been
opened (this is not cool). Without removing the cigars from the
paper and ribbon I cannot tell if there is additional damage. For
now I am placing the box in the humidor.

This is very disappointing and discourages me from using your company.

I wish your company's shipping department would show some respect to
these works of art.

Let me know what my options are, I don't look forward to all of that
RMA stuff. I will await your response before I post this incident on
my cigar forum Club Stogie where I go by the name of tzaddi if you
care to check out my credibility.

Sincerely,

Richard

Title: Padilla Habano Churchill (25)
Qty: 1
Price: $76.00
Lot #: 587606
Auction Closed: 2008-06-30 22:31:00.0

Sub-total: $76.00
Shipping: $5.95
PA Tax (6%): $0.00
Total Charges: $81.95
 
Last edited:
This is one reason I no longer dance with the Devil. Had many good experiences but one or two bad can ruin a retailers reputation. :2
 
I too had a bad experience. I received a sampler pack of 20 various cigars, inside a small humidor. When they arrived, there were several damaged sticks. I called immediately and spoke to a gal who seemed very concerned and willing to fix the problem. We spoke a couple of times via email, but shortly thereafter she quit responding. A month later, after MANY unanswered emails, I called. I spoke to someone else, and the shipped out more new sticks than had been originally damaged. Althought the end results was good, the road getting there was very frustrating. It seems as though their customer service is hit or miss. Apparently they are not all on the same page when it comes to customer satisfaction.
 
They have been the only site I always have some issue with. All issues have always been dealt with very much to my satisfaction. From bad packaging with damaged goods arriving, missing sticks, left at wrong address. Over email takes a few days but they will handle it, if you make the call it takes about five minutes. Those are just my experiences, so I don't ever worry about ordering from them as they take care of their mistakes. :tu
 
Sorry to hear about this. I have only had good luck so far and the few times that the order has not been right a phone call set it so. Things do change and I will be watching any furure orders. Thanks for the warning.
 
I have only contacted the customer service once through email when I received a humidor and the hygrometer that came with it was broken and they responded same day by email and sent me a replacement and I got it two days later. The only complaint I have is when you get your shipment and find you are short something and look at your receipt and find that it is out of stock.
 
Received my first package just yesterday from cbid and while the cigars were not packed, in my opinion, very well they were packed well enough that none of the sticks were damaged.
 
I have used cbid site twice in the last few months and both times the order was correct with no damage, though I do question if they are packed well... I believe I was lucky...

That is all...
 
I have purchased my fair share from cbid over the last year and they only shorted me one cigar once. Contacted customer service and the credited my cc no problem.
 
Guys, just wanted to follow up on my monster post. I hope it didn't bug anyone. I had this little story set aside apparently waiting for a thread like this.

For those of you that read through the entire exchange I believe it really illustrates CBID's good intentions while showing how they sometimes fall short in their execution. Customer service should be job one.

I have not sworn off CBID but I am very apprehensive about buying certain products from them. Everyone knows how sad it can be to see your favorite cigars mishandled and subsequently damaged for no other reason than lack of attention to detail.

—Richard
 
I've ordered a lot of stuff from them including a humidor that was shipped freight. I've had nothing but positive results from them and never have had a cigar damaged during shipping from them. I'm sorry to hear that your problem has snowballed and this has been a bad experience for you. The site does have some great buys if you time it right. I hope that they take care of you.
 
The only problems I've had with cbid has been the last two times I've won bids from them. Both times the cigars were backordered and we were bidding on cigars they didn't have in their possession. The second time I emailed them and asked them if they had the cigars and was assured they did and they would be mailed out and I would get them at the end of the week. It took another week. However, they did arrive in good shape and smoke great.
 
wow stories like this is why i just stick with dealing with ...famous...they may not have many cigars that other sites have but famous is top notch.
 
airmikey said:
wow stories like this is why i just stick with dealing with ...famous...they may not have many cigars that other sites have but famous is top notch.
Click to expand...

I hate to tell you this, :) ... but I ordered from Famous once and it took them a little over a week to get to me...but this could have been UPS' fault.

To be fair to cbid, the first time when I won a bundle that was backordered, they sent them to me USPS and got them to me the next day after they got them. This time they didn't seem as concerned. :)
 
I've had similar issues with both cbid and ci, even the miscommunucations. They did however always remedy the issue so I've not completely discontiued using them. But FWIW, I've never had a similar issue with Famous.
 
So just an update. They got back to me today and will send out the missing gars (minus the sticks thats are backordered which I will be credited for -- that was my choice BTW). So it looks like they came through and have taken care of me. Unless there is a screw up with the replacement, I will be a happy camper.
 
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