The Cigar Guys LLC

This Client and her Event Planner, dating back to the beginning of our conversations regarding this event in April 2016, have been inconsistent and difficult to work with, with poor communicationThe Planner requested a quote from us in April 2016, and told us in May that she wanted to book
our Hosted Cigar Bar program, which does not include a Master Cigar Roller due to budget constraints In June 2016, the Client paid her deposit. The quote clearly explained the program the Client was paying for- a Hosted Cigar Bar. Between June and February 2017, our prices changed due to Tobacco Taxes The Client did not notice that the Planner had reserved a Cigar Bar instead of a Cigar Roller until February 27, 2017, and requested us to revise the event to a Cigar Rolling Demonstration, which we did at our old pricing, giving the Client a discount to stay within her budgetDuring this entire time, we never spoke with the Client- only the PlannerThe Client clearly never reviewed the quotes or invoices or she would have seen the itemized breakdown of services and understood what she paid forDuring this entire year, the only input we received was that the Planner specifically told us that the Quality of the cigars was the most important thingThe evening of her event, the Roller’s car broke down and he was unable to leave it to take an Uber to the event, as we initially attempted We advised our Ambassador who was on-site to provide the guests with a great Cigar Experience, educating and entertaining the guests while telling them about the cigars, and spoke with the Planner to tell her that we would issue the Client a refund for the cost of the cigar Roller. The Client assumed that we would also refund the Cigar Ambassador Service as well as the cost of the cigars. The issue is that the Client did receive these services and smoked the cigars, and had fun as evidenced by the pictures we received of them embracing our Ambassador during the event and posing for her to take pictures of themHer claims that she received no service and is entitled to free product is not accurate or reasonableDue to the time-zone difference, and as we have seen from the time stamps of the Client’s complaints on social media and to the Revdex.com, the Client completed her negative reviews before 9am PST, after receiving a package with a check for a Partial Refund as well as a gift and apology letter, with the offer of a discount for a future event. We were acting in good faith, but this Client did not give us the opportunity to speak with her, did not return a phone call, and clearly did not understand that the service that she purchased is a boutique, highly specialized service, and that Mechanical Breakdowns are out of our controlInstead of returning our call, or awaiting our response (since we were clearly operating in good faith), while I gathered all the information and collected my thoughts, we received a slew of angry emails and negative online reviews, and neither the Planner nor the Client ever replied to our voicemails or attempted to speak with usThere are a limited number of Master Cigar Rollers in Philadelphia, and as we explained, our other Rollers were unavailable at the time we learned there was a problem. We refunded the service she did not receive Had we been informed that the Cigar Roller was the most crucial part of the event, we would have had our staff carpool and hope that the car carrying both of them did not break downAfter we learned that she was dissatisfied, but before we could engage with her, the Client left several negative reviews in a deliberate attempt to damage our business without giving us the chance to speak with her or make things right. The end of the same day the Client told us she was dissatisfied, we still had not received a call from the Client or Planner, and decided to refund the Client the full balance of her service, without realizing that the Client had already left several negative reviews including complaining to the California Department of JusticeIt’s very saddening that after bending over for this Client, including a discount and offering her old pricing, sending her a partial refund and gift, all due to an unpredictable, act of god, mechanical breakdown, that this Client still felt the need to complain on ***, the Revdex.com and also to the California Department of Justice. This Client has received a full refund for services both received and not received, but no refund can be granted for product consumed. We consider this matter closed, and should this Client continue to harass us we will be forced to consider legal action. Please see the attached dossier of emails, quotes, cashed checks, and evidence of our outstanding customer service through the entire quoting process, and our attempt to resolve this unfortunate incident which was unavoidable