Mad as heck at a retailer

Originally Posted by Sr Mike

A respectable vendor would have called you to let you know they were back ordered before charging your card.

Sometimes online inventory and REAL inventory numbers get out of line and things get ordered that we don't have at that time. That person always get's an email or phone call to let them know the status and I allow that person the choice to keep their order in place or cancel. I never charge anyones card until the box is ready to be sealed and postage affixed.

[MajorCaptSilly]

Originally Posted by leafandale

Sometimes online inventory and REAL inventory numbers get out of line and things get ordered that we don't have at that time. That person always get's an email or phone call to let them know the status and I allow that person the choice to keep their order in place or cancel. I never charge anyones card until the box is ready to be sealed and postage affixed.

I'll keep you in mind for my next order!

MCS

[kelmac07]

Originally Posted by leafandale

Sometimes online inventory and REAL inventory numbers get out of line and things get ordered that we don't have at that time. That person always get's an email or phone call to let them know the status and I allow that person the choice to keep their order in place or cancel. I never charge anyones card until the box is ready to be sealed and postage affixed.

[Chris.]

Originally Posted by leafandale

Sometimes online inventory and REAL inventory numbers get out of line and things get ordered that we don't have at that time. That person always get's an email or phone call to let them know the status and I allow that person the choice to keep their order in place or cancel. I never charge anyones card until the box is ready to be sealed and postage affixed.

And that's how it should be. It's understood that there is a delay in inventory updates on websites. That doesn't give any site the right to take someones money for an item they aren't prepared to ship out immediately. I say, call the place out so we may all be warned of their shady practices and lax customer service..

[MajorCaptSilly]

Originally Posted by Chris.

And that's how it should be. It's understood that there is a delay in inventory updates on websites. That doesn't give any site the right to take someones money for an item they aren't prepared to ship out immediately. I say, call the place out so we may all be warned of their shady practices and lax customer service..

Out of respect for one of our own who works there, I'm going to give them until tomorrow to answer my email or PM I sent on Friday. The thing that gets me worked up is:

1. The site said they were in stock as of 9/1
2. I ordered on 9/4
4. They finally told me on the phone after 3 email inquiries that they were not in stock as of the 9/15
5. Their site now says they were in stock as of 9/14!

It is really bizarre and very frustrating.

MCS

[Genetic Defect]

Originally Posted by MajorCaptSilly

Out of respect for one of our own who works there, I'm going to give them until tomorrow to answer my email or PM I sent on Friday. The thing that gets me worked up is:

1. The site said they were in stock as of 9/1
2. I ordered on 9/4
4. They finally told me on the phone after 3 email inquiries that they were not in stock as of the 9/15
5. Their site now says they were in stock as of 9/14!

It is really bizarre and very frustrating.

MCS

Damn its now 21 September 2009

How big is the establishment?

My input as a small seller is mistakes do happen. Orders do get screwed up and the smaller the business the harder it is sometimes to keep all the wheels rolling at the same speed. In my case I deal with items that are built to order so there are no its in stock issues and then its not. But I will tell you that the busier I get the harder it gets to wear all the hats. Being the only one who does all the quotes, answers emails, web designs, weekly updates, payments, accounting oh yea and building, you find yourself balancing them all on a priority basis. Not answering emails is never a good thing, but if faced with sitting in front of a computer for 3 hours reading email to find there was nothing there importiant, or packing orders that need to ship, well you make a choice. That all being said, as a buyer, I truly understand your frustration and if we are talking about a site with lots of employees who have specific duties, then let them have it. If its a small site struggling to get it all done, hopefully they learn from their mistakes.

Chas

[MajorCaptSilly]

Originally Posted by Big Vito

Damn its now 21 September 2009

You are so right. PM inbound.

MCS

[Genetic Defect]

Originally Posted by MajorCaptSilly

You are so right. PM inbound.

MCS

[MajorCaptSilly]

Okay, I called them and am not playing nice any more. I called customer service and the phone was answered. When I said I wanted to inquire on an order the woman said to another employee "Can you take this so I can do this order?" Why did she answer the phone if she wasn't ready to help? Anyway, the next woman told me that the Cain Habano is still on backorder. I asked her why the website said they were in stock as of 9/1/09 when I ordered on the 4th and then was updated to say they were in stock as of 9/14/09 after my orders and inquiries. She told me "The website is not my department but would look into it." I told her that wasn't good enough and I wanted an immediate refund or I would open a credit card fraud case with them. She said she would take care of it. Actually she stayed calm and respectful througout the conversation. I always look for a positive!

The site that has had my money for the last 17 days and lies about their stock is Duque Cigars. Here's the link that says they are in stock:

http://duquecigars.com/index.php?mai...roducts_id=776

I'm sorry it has to come to this but I was informed by another member that there had been other issues with them. Here's the thread:

http://www.cigarasylum.com/vb/showthread.php?t=11996

I'm afraid that others may be put through the frustration I did as their advertised prices are pretty good. Looks like I'll find my Cain's somewhere else!

MCS

[BlackDog]

Originally Posted by Chris.

It's understood that there is a delay in inventory updates on websites.

I strongly disagree. I've run an internet sales website, and real-time inventory is readily available from a number of internet business portals. IMO not having real-time inventroy is totally unacceptable.

u should out them

[icehog3]

Originally Posted by rogerdodger

u should out them

[Sr Mike]

Originally Posted by leafandale

Sometimes online inventory and REAL inventory numbers get out of line and things get ordered that we don't have at that time. That person always get's an email or phone call to let them know the status and I allow that person the choice to keep their order in place or cancel. I never charge anyones card until the box is ready to be sealed and postage affixed.

That is exactly why I am a repeat customer at some retailers I purchase from, not all are cigar related either.

[SNKBYT]

PM'd Scott on this matter yesterday.....today I found his $ was refunded and he was sent some free Cain Torpedo's for his trouble....on a side note they have updated the web site and are working on fixing the inventory to real time on hand as items sell........still best to call first to ensure availability of product as some items sell faster than others.......any further issues, please PM me for help.

[MajorCaptSilly]

I got a PM from Tom today saying he was sending me a 5 pack of Cain cigars for my trouble. The website has also been updated to say the robustos are not in stock. Thank you, Alex for following up on this for me. I hope that Duque can get their communication issues fixed. That would make all the difference in the world. It's easy to draw incorrecct conclusions when the communication is not there. I wish Duque the best of luck and hope they can overcome.

MCS