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Cubao Cigars

verhoevc

Banned
Joined
Oct 30, 2007
Messages
846
So I ordered a box of Cubao cigars... when I got these cigars they were still plastic wrapped in the box. However, when I opened the box the labels were already broken and the cigars REEKED of smoke. I thought it weird (especially since they were on sale, which implies they had a lot, so there should have been no need for this box to have been opened in the past?) but shrugged it off and gave them 2 weeks to sit nicely in my humidor. I then tried one. For a cigar that gets such great reviews it really sucked. I gave them some more down time and tried them again with a friend... they still sucked. I didn't get it cause another friend raves about them as do many blogs. So I ordered some from another website and gave those 2 weeks to sit. I had one from each source today. I enjoyed the cigar from the new source, totally different flavor. The wrappers were also VERY different in color (more variation than I've seen across other blends). The other source also smoked MUCH better; more smoke, easier pull, better combustion quality, etc. Now I know these are things that can vary from batch to batch, or roller to roller... but lump that in with all the other weirdness like the labels and different taste... and it's weird. I don't know what the deal is so I thought I would discuss this with the company before jumping to any firm conclusions. They did apologize and said they would take them back and refund the remaining value of what's left of the box. However, I would have to cover shipping... which still seems fine except the deal came with a huge heavy ashtray as well, which they said would also have to be returned and would therefore kill me on the return shipping. Once I factor in losing shipping from delivery, and return shipping with the heavy ashtray it starts to seem kind of pointless since there are only 15 of the original 20 left, and they were like $4 on sale.
What do you guys think of this odd situation?
Please advise,
Chris
 
You should say that they would have to honor the original deal, and give you good cigars. This is an exchange of bad merchandise.
 
I'm not sure I understand why you would have to send the ashtray back if you plan on keeping it, and it's not broken.
 
Have you told them there's something hinkey about the cigars? ie they don't even resemble Cubao cigars you've seen and smoked in the past.
As for what I'd do. First of all I only buy cigars from merchants that I've done business with for years. With that in mind, I'd tell them if they don't make this right, they can forget about me as a customer. That's why I always recommend that folks establish relationships with vendors. Shopping around for the best deal often ends up the way this transaction did.

Doc.
 
I'm not sure I understand why you would have to send the ashtray back if you plan on keeping it, and it's not broken.
No, IF I want to make the return, the ashtray has to go with the remaining cigars as it was "part of the deal."

Have you told them there's something hinkey about the cigars? ie they don't even resemble Cubao cigars you've seen and smoked in the past.
As for what I'd do. First of all I only buy cigars from merchants that I've done business with for years. With that in mind, I'd tell them if they don't make this right, they can forget about me as a customer. That's why I always recommend that folks establish relationships with vendors. Shopping around for the best deal often ends up the way this transaction did.

Doc.
What I put in the OP was essentially everything I said to them. They replied they get them straight from EO/United Tobacco and that despite the fact they reeked of smoke, even if they were kept in a room like that (which they assure me they weren't) it wouldn't impact the flavor.
As for reputable vendors... these guys appear to be exactly that. When I originally saw this deal I did my research and couldn't come up with anything negative on them... nor can I now. It just sucks cause shipping to me was $7.26, shipping back I'll have to use a flat rate that'll fit it all (I think that's the $8.95 box?) and of course I'll lose the $4.40/cigar of the missing ones. So essentially, to return them, I'll have bought 5 SHITTY cigars at $7.64 a piece. Or, out of the $104.21 it'd take to buy them + round trip shipping, I'd get $66 back in the end hahahaha. Also, according to them it doesn't help I took this long to make a complaint... last time I try and find out if I'm right before bringing anything up.
Chris
 
Pictures would be nice :)

And let us know who the vendor is, the sources rule doesn't apply to NC cigars and maybe someone else here with have a story of shenanigans to share or know someone there well enough to help you.

And if they are to replace the cigars there is no way they can demand you send the ashtray back, the ashtray didn't cost them a cent other than shipping to you so they shouldn't even have brought it up.
 
You "didn't smoke the ashtray" so it was "good", keep it . Sounds like it was part of the promo
when you ordered the cigars. You did "order" the cigars so you as the consumer are ok.

Send the cigars back and have then make good. Hell, you can send me the new ashtray!
Who was the vendor?
 
The vendor was Atlantic cigar. I would be perfectly happy with their suggestion if they weren't trying to throw both directions of shipping on me! It's not MY fault they sent me duds (regardless of whether I can prove WHY they're duds; be it fake, or incorrectly stored for a long period), so I don't see why I should suffer because of their mistake. But just the fact they were on sale, box opened, etc. etc. just gives me this feeling of "Yeah, we knew we were pushin' some shit through, but oh well." GAH! I think I'll have to have another phone conversation with these guys tomorrow. That's for the empowerment.
Chris
 
The vendor was Atlantic cigar. I would be perfectly happy with their suggestion if they weren't trying to throw both directions of shipping on me! It's not MY fault they sent me duds (regardless of whether I can prove WHY they're duds; be it fake, or incorrectly stored for a long period), so I don't see why I should suffer because of their mistake. But just the fact they were on sale, box opened, etc. etc. just gives me this feeling of "Yeah, we knew we were pushin' some shit through, but oh well." GAH! I think I'll have to have another phone conversation with these guys tomorrow. That's for the empowerment.
Chris
I also had a bad experience with Atlantic. I never had trouble with them before this last purchase. Nevertheless, I will be reluctant to purchase from them again. Not only did they charge for return shipping but also for the stale cigar I smoked! :angry:
 
I agree with you on the shipping, if you paid for shipping to you, they should cover the return shipping at the very least on them since they were duds. Although, with flat rate boxes, you could probably ship them both in a single flat rate box and it shouldn't be too much more than shipping just the sticks.

If this is how they are going to treat their customers, it will come back to them in lost sales.
 
OK, so here's how it finally went down. Because I went out of my way to MAKE SURE it wasn't my tastebuds and was actually their box that was bad I was outside their usual return date. So despite the fact I was willing to provide photographic proof they were kept properly while in my keep as well as order proof that I did indeed purchase more cubaos from famous cigars to test their box against, they still would not cover return shipping. He said I should contact the manufacturer. I said, "OK, and if they can't do anything? Then will you give in?" He said yes, I called the manufacturer. They aren't licensed to deal with end consumers and apologized very nicely, were empathetic, and very friendly. I called the store back and told him that and he still refused to cover return shipping. His new offer was to have me STILL pay for shipping back, but instead of a refund, he would send new cigars (an offer at this point that means little to me since I'm afraid I'll just get more duds). In the end, I'm covering shipping both ways, and will never deal with them again.
Chris
PS: Let me amend this by saying I understand their return cut-off date because this could open them up to people keeping the cigars incorrectly, etc. and then demanding refunds down the road. But come on... a couple days over and WITH proof of proper keeping and proof of legitimate reason with admirable intentions? That's where I kinda go "really?"
 
OK, so here's how it finally went down. Because I went out of my way to MAKE SURE it wasn't my tastebuds and was actually their box that was bad I was outside their usual return date. So despite the fact I was willing to provide photographic proof they were kept properly while in my keep as well as order proof that I did indeed purchase more cubaos from famous cigars to test their box against, they still would not cover return shipping. He said I should contact the manufacturer. I said, "OK, and if they can't do anything? Then will you give in?" He said yes, I called the manufacturer. They aren't licensed to deal with end consumers and apologized very nicely, were empathetic, and very friendly. I called the store back and told him that and he still refused to cover return shipping. His new offer was to have me STILL pay for shipping back, but instead of a refund, he would send new cigars (an offer at this point that means little to me since I'm afraid I'll just get more duds). In the end, I'm covering shipping both ways, and will never deal with them again.
Chris
PS: Let me amend this by saying I understand their return cut-off date because this could open them up to people keeping the cigars incorrectly, etc. and then demanding refunds down the road. But come on... a couple days over and WITH proof of proper keeping and proof of legitimate reason with admirable intentions? That's where I kinda go "really?"


I think out of everything this is the part that bothers me the most. I hate dishonest business practices. The most important part of being a business owner is making sure your customers are satisfied. If that means every now and then going outside your normal policy, so be it. Definitely sucks that you had to deal with this.
 
So if I understand correctly. Atlantic is willing to lose you as a customer over the cost of return shipping?...What's that $7-$8?

That's just plain bad business. I've never done business with them but due to this tale of idiocy I would never buy from them.

Plus EO brands /Cubao needs to kick them in the ass over this..
 
OK, so here's how it finally went down. Because I went out of my way to MAKE SURE it wasn't my tastebuds and was actually their box that was bad I was outside their usual return date. So despite the fact I was willing to provide photographic proof they were kept properly while in my keep as well as order proof that I did indeed purchase more cubaos from famous cigars to test their box against, they still would not cover return shipping. He said I should contact the manufacturer. I said, "OK, and if they can't do anything? Then will you give in?" He said yes, I called the manufacturer. They aren't licensed to deal with end consumers and apologized very nicely, were empathetic, and very friendly. I called the store back and told him that and he still refused to cover return shipping. His new offer was to have me STILL pay for shipping back, but instead of a refund, he would send new cigars (an offer at this point that means little to me since I'm afraid I'll just get more duds). In the end, I'm covering shipping both ways, and will never deal with them again.
Chris
PS: Let me amend this by saying I understand their return cut-off date because this could open them up to people keeping the cigars incorrectly, etc. and then demanding refunds down the road. But come on... a couple days over and WITH proof of proper keeping and proof of legitimate reason with admirable intentions? That's where I kinda go "really?"

You didn't mention that in the OP. You gave them 2 weeks before smoking one. Then "some more down time." You then ordered from another website, and gave those 2 weeks. How much time are we up to here? Four weeks, plus some down time, plus however long it took from when you ordered from another site until they actually got to you.

So, you have these cigars, what, a month and a half? And despite what you imply is a clearly stated return policy, you think they should go out of their way for something that could possibly have been sitting on a counter for 6 weeks?
 
I had them for a bit over their policy period. Those times I gave of "2 weeks" are guesstimates. It's not like I jotted down the day they came in, the day I smoked the first one, etc. etc. But yes, I did have them OVER their normal return policy. I'm not lying about that and have mentioned it before on my own. I also had a dang good explanation as to why, which was in no way maliciously intended. I also offered, as I've said, to provide PROOF that those were the reasons. But as they said (paraphrase as I obviously don't remember the EXACT quote, sorry Tom), 'I could care less what your intentions were!' I think what most bugs me is he had me call the company, and then once I did and he didn't get the result he was expecting, he went back on his word.
Ended up costing me $10.05 to send back (including the ashtray weight), and yes, he seemed perfectly happy to trade a customer for the cost of return shipping. If this is what my FIRST encounter with this company was like... I'm done, count me out.
But yes, Tom, I did go over their usual return policy length. But if you were an owner and someone had an honest complaint, and honest problem, and is willing to provide evidence to attest to the facts... would you really continue to be a stickler? Take me out of the equation (cause I'm sure being a friend of some specific others around here clouds your judgment of me) and truly answer that question.
Chris
PS: They wouldn't have been sitting on the counter for 6 weeks, these were a liquidation item on sale and free ashtray. They were obviously trying to move them... which makes me seriously doubt I took them off shelves they COULD have been sitting on Tom. Also, I didn't reply the policy was clearly stated. I'm sure it's on their site somewhere, but as for the "clearly" part you're referring to cause I list details in the thread, that's cause I've had it snapped at me enough to know now ;)

Plus EO brands /Cubao needs to kick them in the ass over this..

This I agree with, cause when I called Atlantic back after having talked with EO (now Rocky) he said surprisingly, "Oh... I would have thought they would stand by their product..." despite the fact I had just explained to him they had told me they're not licensed to deal with me directly.
Classy...
Chris
 
Chris, send me an Email with what happened (puffstuff@gmail.com) and tell me how many you smoked, what size, what happened and I will make sure you are at least reimbursed for the troubled smokes. I know for a fact that is not the way they want their brand thought of.

Al
 
You are very generous, but I can't take your smokes. I don't blame the brand for this (in my eyes this is a service issue that arose from some troubled cigar, which can happen here and there), and taking sticks from you would be like sending the wrong man to jail. Still email sent with more in depth explanation as to my train of thought here.
Chris
 
PS: They wouldn't have been sitting on the counter for 6 weeks, these were a liquidation item on sale and free ashtray. They were obviously trying to move them... which makes me seriously doubt I took them off shelves they COULD have been sitting on Tom. Also, I didn't reply the policy was clearly stated. I'm sure it's on their site somewhere, but as for the "clearly" part you're referring to cause I list details in the thread, that's cause I've had it snapped at me enough to know now ;)

Didn't say they were sitting on their counter for 6 weeks. Using the timeline you provided, I said they could have been sitting on YOUR counter for 6 weeks. Their return policy is 30 days, so it must have been longer than that before you tried to return them. I think the fact that they were willing to look past the fact that it was beyond their stated return policy is a nice compromise. Kinda reminds me of a sign behind the counter at a deli I get breakfast from sometimes: "Suppose we refund your money, give you another one free, close the store, and have the manager fired. Would that be satisfactory?"

And when I typed up my reply, what I think of you had nothing to do with it.
 
Not quite Tom. I'm not asking for them to cover the consumed smokes (despite their quality), nor am I asking them to refund the shipping TO me. All I was asking was for them to cover return shipping. That sounds awfully like splitting the responsibility to me? They pay half the round-trip shipping, I pay half the round-trip shipping, and I still cover the shoddy smokes. Doesn't sound like your sign at all Tom?
Chris
 
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