Received a Damaged Box of NCs. What to do?

[Michael303]

I received a box of cigars today; unfortunately, 8 out of 10 have a crack in the cap of varying severity. They just weren't packed tight enough from the factory as I could hear them sliding end to end before I opened the box.

I consider this the most commonsense cigar community I participate in so although these aren't CCs I figured this would be a good place to see what's reasonable to ask of the retailer or the manufacturer directly, if anything.

Here are a few photos that I feel represent the range of damage but I can post them all if it's helpful. 

Any feedback is appreciated.

[Rushman]

I would call your source and request a return shipping label and suggest they do a better job packing. 

[MagicalBikeRide]

Yup. Agree with phone call. Zero harm in a conversation. I’d expect the retailer will want to make this right. 

[Grimlock]

Any decent retailer would exchange the box if you send photos. Some won't even require the photos, they may just have a 30 day return policy. Reaching out to them if the first thing I would do. Ask them to inspect the replacement box before shipping.

[ha_banos]

Many retailers, if they ship unsealed boxes, will pad along the foot of the cigars with a strip of bubble wrap. Just to stop any movement damage like this. So totally their problem. I'd expect they simply take a return and offer refund or replace as others have said.

Best of luck!

[jazzboypro]

15 hours ago, Rushman said:

I would call your source and request a return shipping label and suggest they do a better job packing. 

Does the seller opens and inspect every box to see if they are ok and packaged properly ? Every time I order NC I always get a box that has not been open. Not sure the online vendor is to blame but I'm sure the vendor would not mind replacing the box.

[Michael303]

Thank you everyone for the feedback. I just wanted to make sure my expectations for the situation weren't totally out of line.

The box came sealed so the insufficient packing seems to be the manufacturer's fault but I don't have any reason to think the retailer won't make it right.  

Thanks again!

[Michael303]

To close out this thread, I contacted the retailer and they were happy to replace the box and inspect it before shipping. The new box arrived today and although the packing was still inadequate, luckily, they were all undamaged. The retailer noted that Plasencia is known for poor packing so check your boxes upon receipt.

Thanks again for all the feedback.  

[Cigar Surgeon]

First go to the retailer. Most retailers wouldn't hesitate to exchange that because the manufacturer / brand rep will take them back.  Since it's Plascencia I'd be anything other than shocked if the retailer didn't exchange it with a big apology.

In the event your retailer doesn't play ball, don't hesitate to reach out to the brand.  Believe it or not having a dissatisfied customer in a really small industry is not something brands want and most will go to great lengths to make sure the issue is resolved to your satisfaction.

[jazzboypro]

Maybe it was bad luck. I recently ordered 3 boxes of Plasencia and all cigars were fine. I do agree that there is a gap between the foot of the cigars and the front of the box but the cigars are packed pretty tight.

[Michael303]

On 1/25/2024 at 7:36 AM, jazzboypro said:

Maybe it was bad luck. I recently ordered 3 boxes of Plasencia and all cigars were fine. I do agree that there is a gap between the foot of the cigars and the front of the box but the cigars are packed pretty tight.

I would say it was probably a bit of bad luck. I did check two other boxes I had purchased previously and those two had a gap that allowed them to shift and both were fine.