Famous Smoke Shop, Inc.

Review: I ordered a product from their website and when I received it,it was defective. I followed instructions on their website regarding their return policy which included emailing them for an rma #. After I received this, I shipped it back to them at my expense using ups...the same delivery method in which I had received it. I received an email on November 20 stating that my product had been received. After a couple of weeks I called them because I had still not received my refund of the purchase price or the shipping which it states in their return policy that you will receive if the item is defective. I called customer service and spoke to a woman who stated that the reason I hadn't received my refund is because they didn't have my credit card info, even though I purchased it online with my credit card. I gave her the info and she said that it would be taken care of that day. And, after having to email them a copy of the shipping reciept they finally agreed after much argument to refund the shipping charges as well. I have not received any kind of refund from them still to this day. They Are not responding to any of my emails or voicemails that I have left.Desired Settlement: I simply want to receive the funds that are owed to me in a timely manor. At this point I feel that they owe me a refund for my entire purchase since they were not even going to let me know that they supposedly didn't have my credit card on file, and were just planning on not issuing a refund. But I really just need the money owed to me to be refunded immediately.

Business

Response:

Case [redacted]

Customer received item that was defective, instead of contacting us about this he chose to return the item on his own. We issued a credit to his account and sent him an email letting him know the return was received and processed. The customer contacted us about 3 weeks later wondering where his refund was and also wanted to be refunded for the shipping he incurred to return the merchandise. If the customer had contacted us about the defective item we would have offered him a prepaid return label to return the item. For security purposes we do not keep any credit card information on file so unless the customer tells us he wants a refund to his credit card we would keep the credit on their account.

Sincerely

Guest Services Manager

Famous Smoke Shop

90 Mort Drive

Easton, PA 18040

Phone- ###-###-#### Ext. [redacted]

Review: I purchased a humidor from this company back on February 14, 2014 as a Valentine's Day gift for my husband. We received the humidor about a week later and set it up as required. Immediately, we noticed that the hygrometer was not reading accurately. We tried to calibrate it again and it was still not reading correctly. On February 25, 2014, I emailed Famous Smoke and asked, “I just received my Spanish Cedar Humidor that I ordered from your company (order #[redacted]). I followed the directions to set the hygrometer but it won't go below 85 degrees. Is it a defect? Or do you have another suggestion for a fix?” No reply. On February 26th, I emailed again saying, “Hi...can someone please reply to my email? I have once again tried to calibrate the hydrometer by doing the salt mix and leaving for over 6 hours. It stayed at 70 degrees in the bag but once it was installed into the humidor, it dropped to 41 degrees. If this is a defective hydrometer, can you just send me a replacement so that I don't have to ship the whole humidor back?” On February 27th, I get an email back from a [redacted] that said, “Thank you for your email. We are sorry to hear that the hygrometer you received in your humidor seems to be defective. If you calibrated the hygrometer correctly as the directions state then perhaps there is a problem with the hygrometer. We will gladly ship you a replacement hygrometer and we will test it before it shipped to make sure it works properly. We hope this information helps and we apologize for any inconvenience this may have caused you.”

The replacement hygrometer was shipped out on February 28th and I received it a few days later which turned out to be the wrong hygrometer. I emailed the company on March 9th and said, “The replacement hydrometer you sent me to replace the defective one that came with the humidor I purchased does not fit. It is too small and falls out. You did not send me the correct one. This had been a bigger hassle and truly a disappointing experience for a first time buyer.” On March 12th, I receive an email from a [redacted] that said, “We are sorry to hear that the replacement Hygrometer does not fit your humidor. It is meant to fit the particular humidor. Our Warehouse is currently checking to see if there was a change to the Hygrometers.” March 17th, I email asking, “It's been a week. Any update?” On the same day, [redacted] replies back with, “We did receive the wrong Hygrometers from the manufacturer when we receive the news ones you will be notified and one will be sent out to you. We are very sorry about sending you the wrong Hygrometer.” March 25th I email [redacted] with, “Could you please give me an ETA on when I will get the correct hygrometer? All the cigars that I purchased from you guys have now become extremely dry.” No reply. On March 31st, I email [redacted] again with, “I still have not heard back from anyone concerning the hygrometer. I've wasted a lot of money because my cigars have dried out. This is becoming EXTREMELY ridiculous! You guys sold me a faulty hygrometer and sent me one that doesn't even fit. Yet, I'm the one losing out???” [redacted] replies back that day with, “Have been waiting on our delivery from [redacted] for the replacement hydrometers. We did receive them this weekend your replacement order will be shipped out today.”

We are now in April and I received the 2nd replacement hygrometer and once again it does not fit. They sent one that was too big. This time I called Famous Smoke and explained to the gal what I had been there and asked what I was supposed to do now. Her reply, “Well, I don’t know what to tell you.”

I have spent $200 with this company and they provided me with nothing more than a bad product and bad attitude.Desired Settlement: I would like this company to stop selling products that they apparently know have issues and refund my money, including for the cigars I purchased at the same time that are now completely dried out because of this entire issue.

Business

Response:

From: [redacted] <[redacted]>

To: "[email protected]" <[email protected]>

ID #[redacted]

On February 13, 2014 a customer purchased a popular humidor.

The customer had issues regulating the humidity % and contacted us. We immediately shipped them out a new hygrometer to correct the humidification challenges. Unfortunately, the manufacturer shipped us thermometers in their hygrometer boxes. When the customer notified us of this error we immediately corrected it with a replacement of the proper part.

The customer was still not satisfied and said the hygrometer was too large for the hole and immediately wanted to return the entire item. We honored their wishes, and went through the process of a complete refund. We issued a pre-paid shipping label and as of 04-17-2014 we still have yet to receive the humidor. We did provide thorough customer service to the customers needs and they were frustrated and unsatisfied at the humidor quality more so than our service. They were upset we sold this defective product. It is an inexpensive humidor and we do sell a lot of this style based on its price point. We do see very few returns and believe this was an isolated case of a defective item.

Again, we did service all their requested needs and would have even replaced the unit had they requested it.

Guest Services Manager

Famous Smoke Shop

90 Mort Drive

Easton, PA 18040

Phone- ###-###-#### Ext. [redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:In response to Famous Smoke's commments:The customer had issues regulating the humidity % and contacted

us. We immediately shipped them out a new hygrometer to correct the

humidification challenges. First of all, we did not have issues regulating the humidity %. The hygrometer was defective/broken. I initially emailed Famous Smoke because I did not want to have to ship the entire humidor back and was hoping they could help me resolve the issue. I emailed them 3 times before someone finally replied to me. It was not until that point, they sent a replacement hygrometer, which by the way, the entire process took over a week. Their claim to "immediately shipped" is false and incorrect.Unfortunately, the manufacturer shipped us

thermometers in their hygrometer boxes. When the customer notified us of

this error we immediately corrected it with a replacement of the proper part. The customer was still not satisfied and said the hygrometer was too large for the hole and immediately wanted to return the entire item. Once again, they did not immediately correct the error by sending a replacement. On March 9th, I emailed them saying that they sent one that it was too small (not large as this person claims) and it kept falling out. It was not until March 12 that I received a reply saying sorry and that they would look into it. A replacement was not shipped out on March 31st according to their shipping notification.We honored their wishes, and went through the process of a

complete refund. We issued a pre-paid shipping label and as of 04-17-2014 we

still have yet to receive the humidor. We did provide thorough customer service

to the customers needs and they were frustrated and unsatisfied at the humidor

quality more so than our service. They were upset we sold this defective

product. It is an inexpensive humidor and we do sell a lot of this style

based on its price point. We do see very few returns and believe this was

an isolated case of a defective item. They did not issue a complete refund as she claims. Yes we were and are upset because, 1) They sold us a defective product. 2) We had to constantly email the company to get a response and it took them over a month and they still couldn't get it right. 3) Their claim to immediate responses is also false. The only immediate response was to the complaint filed through Revdex.com. 4) The humidor in itself, we really liked which is why we wanted to try and fix the problem without having to send the entire unit back. We were in fact satified with the quality but not the defective hygrometer. However, we were extremely disappointed and frustrated with their customer service or in this case, the lack there of. A customer should not have to constantly email the company asking for someone to reply. It should not have taken over 2 months for us to resolve this issue. Famous Smoke, throughout this entire process, NEVER offered to send a replacement or switch out the product. It was not until I told them I wanted my money back that they offered the return label for the defective product. Yes, it was a CHEAP humidor but according to their website, it retails at $70.00. That is not cheap according to me. Cheap or not, they should not sell defective items. 5) They still have not addressed the cigars that I purchased that dried out because they didn't respond on a timely manner. The original order was placed on 2/13/2014 and it took them over 2 months to finally provide a return label and yet they're making a comment that they still have not received it? I would have not had a problem keeping this humidor and purchasing a hygrometer that worked. However, their lack of customer service and unprofessional manner when I contacted them was the icing on the cake.

Regards,

Review: I placed an order. According to the shipping it was delivered but I never received it. I contacted customer support. They insist that I file a police report. I am not comfortable filing a police report at all. First, I spoke to my local precinct, and they said the package value isn't high enough ($57). And that the company should have insurance and that should be used. I told customer service but they still insist I file this report. I don't know if my package as stolen or not. I don't think it's right that they will not replace my package and I am out that money.

Please help me get my money refunded or my order replaced without having to involve the police.

Thank you.Desired Settlement: I want my package replaced but I will take a refund.

Business

Response: