Davidoff of Geneva, Inc.

Review: On April [redacted], 2013 I ordered a Zino Platinum cutters from my sales person [redacted]. After waiting for over 10days, I contacted [redacted] back inquiring about the order. After some investigation, [redacted] realized that she had ordered the cutter to be delivered to another cigar shop with a similar name. When I asked [redacted] to have the item shipped to my store, she informed me that I need to have a $1000 minimum order and that I needed to complete an application!. I expressed my disappointment with her demands and questioned her on why she had not mentioned these demands earlier when I placed the order. She explained that she had gotten the two cigar shops confused and it was company policy to have an initial minimum order of $1000. [redacted] was not apologetic and her attitude was poor to say the least. I Contacted [redacted], the regional manager for my area who was very apologetic and accommodating. He promised to get the cutter hand delivered to my store. Couple of weeks later the cutter was hand delivered by [redacted]. When My customer came to pick up the cutter, he realized a note inside the box explaining the contents of the box and that a pouch that should have come in with the cutter was missing. He also noticed a sign inside the box that states "Made in Pakistan". My customer called [redacted] of Las Vegas and inquired on where the Zino cutter was manufactured and after checking inside the box, he was told by one of the Las Vegas [redacted] sales persons that the cutter was made in France. I had no explanation for him, but I promised to call [redacted] and get one. I also promised to contact [redacted] and get him the missing pouch. On May [redacted]. I emailed [redacted] with the issue and when I did not get any respond back, I called his and left him couple of messages. A day later [redacted] called and promised to rectify the situation and get my customer some answers. It is now 51 days since I contacted [redacted] and I still have not gotten an answer for my question nor have I received the missing pouch. During these 51 days, I called [redacted] few times and got few promises. My customer and I have lost faith in [redacted]. Mistakes happen, but when they happen, they should be treated as opportunities to create loyal customers. [redacted] failed to rectify the problem that they caused and did not only lose couple of customers, but couple of customers and their friends and families. I was surprised when my customer mentioned that he was not surprised with [redacted]’s arrogance and lack of customer service. Apparently, it was his second poor experience with the company.Desired Settlement: Deliver the missing pouch. Explain why the box came with a sign that said " Made in Pakistan" and provide a small gift for my customer to gain faith in [redacted] and hopfully change his preception about [redacted].

Business

Response:

Dear **. [redacted]

I have received your letter dated July *, 2013 and am very sorry to learn that a [redacted] consumer was not properly serviced. Iwill do my best to explain to your satisfaction what I now understand is the chain of events that created the complaint.

In reading over the documentation, I see the customer [redacted], owner of Fumare's retail store in California, filed the complaint on behalf of his customer.

We acknowledge that there was a long time lag in getting the consumer exactly what they requested; unfortunately we still do not know how [redacted] purchased the Zina Platinum cutter as he has not purchased any product directly from [redacted] of Geneva Distribution Inc.

• We did send the product to a Fumare retail store located in Nevada, they are a [redacted] Appointed Merchant that is very familiar with our entire product line and related brands. Unfortunately, our newly hired Area Sales Manager, [redacted], ordered the product for Fumare's in Nevada and not [redacted]'s store, Fumare in California.

• Store owner, [redacted] from California does not have any relationship to our distribution company and has not ordered from [redacted]

of Geneva Distribution Inc. prior to this time. Therefore, [redacted] properly followed company protocol which includes requesting a credit application from any business wanting to order from our distribution company. This is most critical to ensure our customers are properly licensed as doing business in the State of California and that they have a current tobacco license. Additional ly, after performing proper due diligence and approving such an account application, a credit limit is set for $ 1,000.00 for opening orders.

• In response to [redacted]'s call to [redacted], our West Coast Regional Manager, [redacted] contacted me as I handle all Client Services issues.

• [redacted] had explained everything to [redacted] and he relayed it to me, We were all under the impression that this was a [redacted] Scissor Cutter not the Zino Platinum Razor Cutter, which we now understand is what [redacted] requested for his customer.

• I told [redacted] that Iwould have one of our warehouse managers pull a pouch from our inventory and I would send it to Grace.

• I sent the [redacted] Scissor pouch to Grace.

• She received the pouch only to find out that it was not a [redacted] Scissor Cutter it was in fact a Zina Platinum Razor Cutter, which does not come with a pouch.

Now the confusion regarding the company located in Las Vegas. [redacted] Las Vegas is a customer of [redacted] of Geneva Distribution Inc. and similar to the Fumare located in Nevada, is an Appointed

Merchant that is very familiar with our entire product line and related brands. Any retail sales person asked where the [redacted] brandeCI cutters are made, the proper response is France. Please note that our [redacted] Scissor Cutters

are made in France, the Zino Platinum Razor Cutters are made in Pakistan and the Zino Scissors Cutters are made in Germany.

Without having complete product knowledge of our portfolio of products and brands, a consumer may be easily misinformed. We are offended by a perception of arrogance and/or lack of customer service; it has everything to do with our concerted efforts to educate the consumer in the variety of products we have available in the market at many different price points.

In summary, we still have no idea how [redacted] fulfilled his customer's order; maybe he purchased the product as a consumer himself, from the [redacted] retail store located in New York City - we have no idea. We know our newly hired salesperson created some in-house confusion

in part due to the shipment to Fumare in Nevada. The mis-communication of product was an innocent mistake and partly due to lack of product knowledge as the Zino Platinum Razor Cutters is made in Pakistan not in France.

We would be more than happy to send the consumer a pouch for their newly purchased cutter; unfortunately we do not make a pouch for our Zino Platinum Razor Cutter. In closing, if we are provided with the consumers contact information, we would be more than happy to help this consumer out with a small token of appreciation for all of their patience in this situation.

Business

Response:

Re: Customer complaint ID [redacted] Dear **. [redacted]

I have received your letter dated July *, 2013 and am very sorry to learn that a [redacted] consumer was not properly serviced.

Iwill do my best to explain to your satisfaction what I now understand is the chain of events that created the complaint.

In reading over the documentation, I see the customer [redacted], owner of Fumare's retail

store in California, filed the complaint on behalf of his customer.

• We acknowledge that there was a long time lag in getting the consumer exactly what they requested; unfortunately we still do not know how [redacted] purchased the Zino Platinum cutter as he has not purchased any product directly from [redacted] of Geneva Distribution Inc.

• We did send the product to a Fumare retail store located in Nevada, they are a [redacted] Appointed Merchant that is very familiar with our entire product line and related brands. Unfortunately, our newly hired Area Sales Manager, [redacted], ordered the product for Fumare's in Nevada and not [redacted]'s store, Fumare in California.

• Store owner, [redacted] from California does not have any relationship to our distribution company and has not ordered from [redacted] of Geneva Distribution Inc. prior to this time. Therefore, [redacted] properly followed company protocol which includes requesting a credit application from any business wanting to order from our distribution company. This is most critical to ensure our customers are properly licensed as doing business in the State of California and that they have a current tobacco license. Additionally, after performing proper due diligence and approving such an account application, a credit limit is set for $ 1,000.00 for opening orders.

• In response to [redacted]'s call to [redacted], our West Coast Regional Manager, [redacted] contacted me as I handle all Client Services issues.

• [redacted] had explained everything to [redacted] and he relayed it to me. We were all under the impression that this was a [redacted] Scissor Cutter not the Zino Platinum Razor Cutter, which we now understand is what [redacted] requested for his customer.

• I told [redacted] that I would have one of our warehouse managers pull a pouch from our inventory and I would send it to [redacted].

I sent the [redacted] Scissor pouch to [redacted].

• She received the pouch only to find out that it was not a [redacted] Scissor Cutter it was in fact a Zina Platinum Razor Cutter, which does not come with a pouch.

Now the confusion regarding the company located in Las Vegas. [redacted] Las Vegas is a customer of [redacted] of Geneva Distribution Inc. and similar to the Fumare located in Nevada, is an Appointed

[redacted] Scissor Cutters are made in France, the Zino Platinum Razor Cutters are made in Pakistan and the Zino Scissors Cutters are made in Germany.

Without having complete product knowledge of our portfolio of products and brands, a consumer may be easily misinformed. We are offended by a perception of arrogance and/or lack of customer service; it has everything to do with our concerted efforts to educate the consumer in the variety of products we have available in the market at many different price points.

In summary, we still have no idea how [redacted] fulfilled his customer's order; maybe he purchased the product as a consumer himself, from the [redacted] retail store located in New York City - we have no idea. We know our newly hired salesperson created some in-house confusion in part due to the shipment to Fumare in Nevada. The mis-communication of product was an innocent mistake and partly due to lack ofproduct knowledge. as the Zino Platinum Razor Cutters is made in Pakistan not in France.

We would be more than happy to send the consumer a pouch for their newly purchased cutter; unfortunately we do not make a pouch for our Zino Platinum Razor Cutter. In closing, if we are provided with the consumers contact information, we would be more than happy to help this consumer out with

a small token of appreciation for all of their patience in this situation. Best Regards

Consumer

Response:

At this time, I have not been contacted by [redacted] of Geneva, Inc. regarding complaint ID [redacted].

Sincerely,