July 8, Dear [redacted] ***;Complaint: [redacted] Regarding their rejection to our responseAs explained in the initial explanation, Famous Smoke Shop does have insurance for our goodsThe insurance company does require a police report from customers when items show successful delivery by the shipping companiesHer shipment successfully delivered and clearly shows onlineIf the customer says they still never received the product mail theft is the only option where a police report is needed for our insurance company and we will then send a replacement order to her at no charge.Tracking Number: [redacted] Reference Numbers): Service:Weight: lbs ShippedBilled On: 6/18/ Delivered On: 06/20/5:PM Delivered To: [redacted] NY, US ***I did reach out to the customer by email prior to this to resolve the situation with a needed police report but she insisted I deal with you and did not want to compromise
Dear [redacted] and [redacted] : I will mail this to you too I sent an email to the customer who complained to the Revdex.com ID [redacted] was contacted by email now too Their order was placed and shipped successfully by USPS Since they show successful delivery and the customer insists they never received it, theft is the only option left In this case they must send us a copy of a police report so we can get reimbursed for the lost goods through our insurance company Otherwise, it is unfortunate, but there is no other way to prove they didn't get it and are just looking for free additional product If we sent out replacements or refunds every time someone said they never got their goods we would be out of business If a shipper shows successful delivery we need the police report to prove they never received it and to get our money back for the goods before we ship a replacement If the customer refuses to get the report then we cannot help them We find most will do this and we have no issues sending a replacement for the report Sincerely, [redacted] [redacted] Guest Services Manager Famous Smoke Shop Mort Drive Easton, PA Phone- ###-###-#### Ext*** [redacted]
I will mail this to you too. I sent an email to the customer who complained to the Revdex.com.
ID [redacted] was contacted...
by email now too.
Their order was placed and shipped successfully by USPS. Since they show successful delivery and the customer insists
they never received it, theft is the only option left. In this case they must send us a copy of a police report so we can get
reimbursed for the lost goods through our insurance company. Otherwise, it is unfortunate, but there is no other way to prove
they didn't get it and are just looking for free additional product. If we sent out replacements or refunds every time someone said they never got their goods we would be out of business. If a shipper shows successful delivery we need the police report to prove they never received it and to get our money back for the goods before we ship a replacement. If the customer refuses to get the report then we cannot help them. We find most will do this and we have no issues sending a replacement for the report.
Sincerely,
[redacted]
[redacted]
Guest Services Manager
Famous Smoke Shop
90 Mort Drive
Easton, PA 18040
Phone- ###-###-#### Ext. [redacted]
[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.
[redacted]
[redacted]
Guest Services Manager
Famous Smoke Shop
90 Mort Drive
Easton, PA 18040
Phone- ###-###-#### Ext. [redacted]
[redacted]
[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]
Complaint: [redacted]
I am rejecting this response because: I am not comfortable filing a police report. There should be insurance for situations like this. I don't know if my package was stolen, lost or what. All I know is I am being taken advantage of. I will never shop at this site again, thought I have made monthly orders for almost a year. This is not how you treat customers who spend money every month. You don't force people to do things they're uncomfortable with. A business like this should have insurance.I'd much rather report the company for robbing me.
Regards,
Tesa Archer
[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]
Complaint: [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,
[redacted]
July 8, 2014
Dear [redacted];Complaint: [redacted]Regarding their rejection to our response. As explained in the initial explanation, Famous Smoke Shop does have insurance for our goods. The insurance company does require a police report from customers when items show successful delivery by the shipping companies. Her shipment successfully delivered and clearly shows online. If the customer says they still never received the product mail theft is the only option where a police report is needed for our insurance company and we will then send a replacement order to her at no charge.Tracking Number:[redacted]
Reference Numbers):
Service:Weight: 2.10 lbs
ShippedBilled On: 6/18/2014
Delivered On: 06/20/2014 5:21 PM.
Delivered To: .[redacted] NY, US [redacted]I did reach out to the customer by email prior to this to resolve the situation with a needed police report but she insisted I deal with you and did not want to compromise.
July 8, Dear [redacted] ***;Complaint: [redacted] Regarding their rejection to our responseAs explained in the initial explanation, Famous Smoke Shop does have insurance for our goodsThe insurance company does require a police report from customers when items show successful delivery by the shipping companiesHer shipment successfully delivered and clearly shows onlineIf the customer says they still never received the product mail theft is the only option where a police report is needed for our insurance company and we will then send a replacement order to her at no charge.Tracking Number: [redacted] Reference Numbers): Service:Weight: lbs ShippedBilled On: 6/18/ Delivered On: 06/20/5:PM Delivered To: [redacted] NY, US ***I did reach out to the customer by email prior to this to resolve the situation with a needed police report but she insisted I deal with you and did not want to compromise
Dear [redacted] and [redacted] : I will mail this to you too I sent an email to the customer who complained to the Revdex.com ID [redacted] was contacted by email now too Their order was placed and shipped successfully by USPS Since they show successful delivery and the customer insists they never received it, theft is the only option left In this case they must send us a copy of a police report so we can get reimbursed for the lost goods through our insurance company Otherwise, it is unfortunate, but there is no other way to prove they didn't get it and are just looking for free additional product If we sent out replacements or refunds every time someone said they never got their goods we would be out of business If a shipper shows successful delivery we need the police report to prove they never received it and to get our money back for the goods before we ship a replacement If the customer refuses to get the report then we cannot help them We find most will do this and we have no issues sending a replacement for the report Sincerely, [redacted] [redacted] Guest Services Manager Famous Smoke Shop Mort Drive Easton, PA Phone- ###-###-#### Ext*** [redacted]
Dear [redacted] and [redacted]:
I will mail this to you too. I sent an email to the customer who complained to the Revdex.com.
ID [redacted] was contacted...
by email now too.
Their order was placed and shipped successfully by USPS. Since they show successful delivery and the customer insists
they never received it, theft is the only option left. In this case they must send us a copy of a police report so we can get
reimbursed for the lost goods through our insurance company. Otherwise, it is unfortunate, but there is no other way to prove
they didn't get it and are just looking for free additional product. If we sent out replacements or refunds every time someone said they never got their goods we would be out of business. If a shipper shows successful delivery we need the police report to prove they never received it and to get our money back for the goods before we ship a replacement. If the customer refuses to get the report then we cannot help them. We find most will do this and we have no issues sending a replacement for the report.
Sincerely,
[redacted]
[redacted]
Guest Services Manager
Famous Smoke Shop
90 Mort Drive
Easton, PA 18040
Phone- ###-###-#### Ext. [redacted]
[redacted]
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.
[redacted]
[redacted]
Guest Services Manager
Famous Smoke Shop
90 Mort Drive
Easton, PA 18040
Phone- ###-###-#### Ext. [redacted]
[redacted]
[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]
Complaint: [redacted]
I am rejecting this response because: I am not comfortable filing a police report. There should be insurance for situations like this. I don't know if my package was stolen, lost or what. All I know is I am being taken advantage of. I will never shop at this site again, thought I have made monthly orders for almost a year. This is not how you treat customers who spend money every month. You don't force people to do things they're uncomfortable with. A business like this should have insurance.I'd much rather report the company for robbing me.
Regards,
Tesa Archer
[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]
Complaint: [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,
[redacted]
July 8, 2014
Dear [redacted];Complaint: [redacted]Regarding their rejection to our response. As explained in the initial explanation, Famous Smoke Shop does have insurance for our goods. The insurance company does require a police report from customers when items show successful delivery by the shipping companies. Her shipment successfully delivered and clearly shows online. If the customer says they still never received the product mail theft is the only option where a police report is needed for our insurance company and we will then send a replacement order to her at no charge.Tracking Number:[redacted]
Reference Numbers):
Service:Weight: 2.10 lbs
ShippedBilled On: 6/18/2014
Delivered On: 06/20/2014 5:21 PM.
Delivered To: .[redacted] NY, US [redacted]I did reach out to the customer by email prior to this to resolve the situation with a needed police report but she insisted I deal with you and did not want to compromise.