Famous Smoke Shop customer service

[Miami]

I apologize in advance if there was a more appropriate sub-forum for this thread.

I just want to say that I am stunned at the moment in regards to how Famous handled an issue I had to call them about earlier today.

To make a long story as short as I can, UPS apparently mistakenly delivered my $200+ order from Famous to a neighboring apartment in my complex. After going back and forth with UPS about it for a couple of days they finally said they could not retrieve the package and that I would have to call the shipper to have them file a claim.

I called Famous, I was forthcoming about the unfortunate fact that prior to the package arriving I had signed onto UPS's website and authorized for the package to be released without signature, and that when you do this they have you check a box confirming you've read a statement that says you are basically releasing UPS of all responsibility if the package were to end up lost.

I have been in this situation before with other shippers and the shipper ALWAYS waited until they had confirmation from UPS that the claim would be fulfilled before sending me a replacement order, hell the company I work for right now treats these situations that way and will not replace the order if UPS denies the claim.

Needless to say I was shocked when the super friendly, ultra courteous, and generally overall awesome rep Tina told me they were shipping a replacement order out to me today, even after I basically told them that UPS will have good reason to deny the claim.

Famous Smoke, I just ordered a heart shaped locket that I will place a printed picture of your store logo in and wear proudly wherever I go.

Smooches.

 

[EA_MAN]

Always nice to hear a PLEASANT customer service experience.

 

[OldSkoolTarHeel]

I have nothing but great things to say about the customer service over there at Famous. Always helpful and courteous. Great bunch of guys/girls over there.

 

[Famous Smoke]

 

[squaresoft]

What I wanna know is why you aren't over at the apartment it got delivered to with a baseball bat

 

[StogieJim]

Awesome service FSS!! And I feel you. USPS fucks up my shipments ALL the time. Twice this week actually. If there wasn't 40% tax in CO on tobacco, I'd buy everything locally just so those bums didn't touch my shipments. Completely incompetent and yet, highly paid.....

 

[JG358]

Can't beat that for service!

 

[Tombstone]

Sounds like a good experience with their customer service. I understand mistakes happen, but how a company resolves it is what makes it or brakes it for me. Screw me over and I will never do business with you again. Treat me like you value my business and I will be loyal and let people know about it. Sometimes the best advertising comes from the people you help out.

 

[DimeWideNickelHigh]

Wow that's awesome. I've been doing a lot of my ordering with famous recently, but especially now. At least I know even though ups/usps sucks, I have awesome customer service to fall back on if it needs to happen.

 

[Smokin Aces]

I have also been a long time Famous customer with nothing but great things to say. Great Product, Great Prices and most important....Great Customer Service. Well done Famous Smoke!

 

[knw247]

What I wanna know is why you aren't over at the apartment it got delivered to with a baseball bat

^^^^^ this but without the bat.

 

[Yarddog]

I've ordered some things...not a lot...from Famous and have always been impressed with their customer service. Miami, thanks a bunch for sharing this very positive experience...most of the time guys get on forums and cry and cry about how they've been wronged without first exercising all their options, including that one major option...a little patience. So I, for one, appreciate a positive experience being shared...

 

[Argus17]

Famous is the best. It was great to hear about the way they took care of you, but from my experience with them, I wouldn't expect any less.

A couple years ago I was banned from Cbid/CI for taking them to task, about their nasty practice of buying up labels, re-blending them, and then passing them off as the originals. That banning was the best thing to happen to me. Since I was an auction buyer, my only choice was to start bidding at Famous' Cigar Auctioneer. Didn't take long to realize that I was getting better cigars, at better prices. Between Cigar Auctioneer, Monster and Famous' frequent sales, I would say 95%+ of my cigars come from them. I average 2 to 3 shipments per month, have never had a shipment arrive late, never had a damaged/moldy/beetle infested cigar, and never had a messed up order. Can't say any of that for CI/Cbid.

Over those two years (and couple thousand cigars purchased), I've only had to call them twice. Once to change a shipping address when out of town, and once about a glitch on the auction site. Both problems where resolved professionally and immediately. I will continue to be a loyal Famous customer.

 

[Hoshneer]

Famous is the fricking shizznit!

 

[Jbay555]

As a small local retailer, bravo!! So many small tobacconists go out of business and blame the larger online presence. There is so much to be learned by taking care of people!