Minor Damage During Shipping: What Would You Do?

[SCgarman]

Were the cigars in a wood box like PSD4's? With boxes like that, there is room for the cigars to move back and forth. Dress boxes have the cigars packed tightly together so they really don't move. I would like to see some pics of your cigars and the damage. A little fruit pectin can usually fix a damaged wrapper.

[maxcjs0101]

I would learn from that and order from our host the next time.

And yes, it sometimes happens even with purchases from FOH. Greg was super fast and cooperative in resolving it. thumbs up mate!

 

[MahDooRow]

15 hours ago, NYgarman said:

Were the cigars in a wood box like PSD4's? With boxes like that, there is room for the cigars to move back and forth. Dress boxes have the cigars packed tightly together so they really don't move. I would like to see some pics of your cigars and the damage. A little fruit pectin can usually fix a damaged wrapper.

Yes, it was the wood box and the cigars were indeed damaged as a result of shifting back and forth during shipping.  This is the exact reason why I requested additional padding  at the time I placed my order.

As for pictures... I've taken a few, but while the damage is very obvious in person it does not translate clearly in the pictures.  The wrappers are not badly torn and the cracks are not split wide open.

Thanks for the fruit pectin tip.  I'll give it a try.

 

10 hours ago, maxcjs0101 said:

I would learn from that and order from our host the next time.

And yes, it sometimes happens even with purchases from FOH. Greg was super fast and cooperative in resolving it. thumbs up mate!

 

My sentiments exactly!  In my short time on the forum I've placed 5 orders from FOH and the boxes are always packed properly.  Plus, you know exactly what you are getting ahead of time (i.e. PSP, HQ, Hand Picked, Seconds or Clearance).  This experience with a different vendor has reminded me that saving a few bucks is not worth the risk or the frustration. 

 

[MahDooRow]

15 hours ago, jwr0201 said:

You are correct to have a concern.  Actually, you are being more than fair.  A box with half the sticks damaged is worse than seconds and should be deeply discounted as such.  Paying for well constructed cigars and getting far less is not right.  Small cracks at the foot is not a big deal, unless you expect something akin to PSP or HQ quality.  Then it becomes a larger irritation.  You need to be sure to clearly convey that you want some type of compensation.  Simply informing the vendor of the damage is NOT the same as stating what you expect.  They sound like an upstanding seller and will likely man-up and do the right thing.  Best of luck!  

My customer service experience with the vendor did not yield an amicable solution.  I reached out to the vendor and asked for a credit for only the 3 most damaged sticks (a value of roughly $20-$25 USD).  He promptly responded and asked that I either return the whole box or the three sticks.  I would pay for shipping on the front end, but the vendor would reimburse my shipping costs and issue a credit once he received the cigars.  

While I appreciated his offer I thought it was the wrong solution.  Returning an entire box for 3 damaged sticks seemed unnecessary.  The cost for returning just the 3 most damaged sticks through USPS international 1st class registered mail was the same as returning the full box (roughly $38 USD), so returning 3 sticks is unreasonably expensive (and in my opinion unfair to the vendor).  

I purchased the cigars for smoking, not for aging, so I'm just going to keep the box, take the slight loss and chalk it up to a lesson learned.  All future orders will go to FOH.     

[RijkdeGooier]

2 hours ago, MahDooRow said:

My customer service experience with the vendor did not yield an amicable solution.  I reached out to the vendor and asked for a credit for only the 3 most damaged sticks (a value of roughly $20-$25 USD).  He promptly responded and asked that I either return the whole box or the three sticks.  I would pay for shipping on the front end, but the vendor would reimburse my shipping costs and issue a credit once he received the cigars.  

While I appreciated his offer I thought it was the wrong solution.  Returning an entire box for 3 damaged sticks seemed unnecessary.  The cost for returning just the 3 most damaged sticks through USPS international 1st class registered mail was the same as returning the full box (roughly $38 USD), so returning 3 sticks is unreasonably expensive (and in my opinion unfair to the vendor).  

I purchased the cigars for smoking, not for aging, so I'm just going to keep the box, take the slight loss and chalk it up to a lesson learned.  All future orders will go to FOH.     

From this it seems the vendor did respond  in a correct manner.

He gave you the oportunity to return the box and get a new box at zero cost. 

[NSXCIGAR]

1 hour ago, MahDooRow said:

...He promptly responded and asked that I either return the whole box or the three sticks.  I would pay for shipping on the front end, but the vendor would reimburse my shipping costs and issue a credit once he received the cigars...  

That's pretty dumb. There were actually 5 sticks damaged, so asking for a full reimbursement on 3 is very reasonable, yet the vendor wants to put you out for shipping but reimburse you, which is more than the comp you're requesting! I can see requesting the box back, as they may be able to take that back to the distributor, but what do they need the 3 sticks back for? Even if they did get the box back, they'd be out the shipping, so just giving you the credit on the 3 on a FUTURE ORDER, meaning they almost guarantee another sale to you, is a no-brainer. Clearly, they have no brain.

I would drop these guys like a hot potato. 

And FYI, most of the time, you don't have to worry about saving a few bucks using our host. Rob's prices are frequently lower than any vendor on earth, particularly considering the level of product selection you receive. $5-10 more for a PSP or HQ box is worth every penny, IMO. And the prices for hand-picked are damn near unbeatable.

[Squarehead]

You could also go after those which handled the box after it  left the vendors premises and good luck with that

[maxcjs0101]

8 hours ago, MahDooRow said:

 

Quote

My sentiments exactly!  In my short time on the forum I've placed 5 orders from FOH and the boxes are always packed properly.  Plus, you know exactly what you are getting ahead of time (i.e. PSP, HQ, Hand Picked, Seconds or Clearance).  This experience with a different vendor has reminded me that saving a few bucks is not worth the risk or the frustration.

 

Just out of curiosity, could you pm me the vendor's name?

Though i think i might know who.

[backslide]

They all smoke the same. Smoke em instead of looking at em

Sent from my Nexus 5X using Tapatalk

[ChefBoyRG54]

My last damaged box I received had 18 out of 25 with foot damage. I initiated a return and we settled at a $101 credit.

[earthson]

The perpetual question:

What do you want?

If you want compensation, ask for it.  A box of cigars mailed long distances is sure to be dropped and abused, sooner or later.