Pissed off with Atlantic Cigars!!!!

[whodeeni]

I Just sent the following email to Atlantic Cigars so they can reply on here if they chose too!

Hi,

My name is Excel F. I ordered a box of puros indios from your website.
They were shipped by ups, i happened not to be there when they were delivered due to having to go back out of town for a family emergency.

I put instructions in the shipping for the box to be left
at the hub if no one was in the office for pickup. I buy a LOT of cigars and with those instructions i normally get a call from UPS that the package will be held for 7 days and we can pick it up! I didn't get a quantum shipping email, nor did get a call from the hub letting me know that I could pick the box up. Instead they continued to deliver the package.

My driver NEVER does this! I receive a lot of packages in this same manner!
I didn't get an email me notifying me of the delivery attempt because Atlantic
cigar must not have utilized the shipping confirmation feature! I never have
UPS emails go to spam and it didn't in this case because it wasn't sent
out in that manner! Other companies, 5 minutes after they key the order #
in you get a UPS Tracking Number. Not this order with Atlantic!!!

The person helping me at the phone # 570-476-5718 was rude, obnoxious,
and kept trying to place the blame on me even though he read my instructions in the comment box!

I wont' be shopping with you again, and i'm a member of 6 different cigar forums, you can trust and believe that I will detail my experience with each and every one of them warning others of what they can expect.

What pissed me off was the guy wanting to charge me an additional 5.95 for
shipping! Are you serious? If i didn't leave instructions fine. I bought some

cigars from Twins Smoke Shop, a similar situation handled, I called up, spoke
to Kurt, he sent them right back out, and i'll continue to do business with him.

Disgusted,

E F

 

[Panicbound]

Sorry to hear about your problems. Let us know how they rectify it.

 

[PLUSH]

Similar problems with different vendors? Sounds like they need to stop delivering to you










:stretchgr

 

[Soundwave13]

Excel - I would recommend talking with Paul. All the 'locals' shop there quite a bit, so I can't attest to their shipping policies, but I do know the owners at the shop are very fair & 'hook' all of us up.

Hope you get this resolved soon bro!

 

[600g]

From Paul-

Dear Excel,

Sorry that you feel you had a bad experience with your recent order. We work very hard here to offer our customers the best service & prices in the industry and do live up to this. Situations do happen and many times out of our control, as we rely on our shipping company’s service and their delivery policies.

Your order was processed as asked, if you track the package you will see that if you were not available to receive the package that it should be held at the UPS facility, whether UPS does this is out of our control, we can only use their system to ship by UPS’s rules. When you place an order via our web it can only contain one ship to address, not ship to one location but if you are not home ship to a different one, UPS does not work like that!

This is the reason you had this problem with another vendor. You can only have it shipped to your address and when UPS makes an attempt you can then call them and have them hold it at the hub if you are not available to receive it. You put this request in your comment section of your order and we included it on the shipping label which our system does automatically. What else can we do?! As for tracking numbers we work out of UPS world ship software, which tracking numbers are sent at the end of business day via UPS’s servers, unfortunately they might have issues on their end with bulk emails ISP, but your email is listed in our UPS world ship system and that generates an email with a tracking number.

I really do not mind giving you free shipping to send it out again, but you need to understand and that is what our phone attendant was trying to make you understand is that this can not be done this way and expect 100% delivery by UPS, when it listed on a shipping label it end up being in the hands of the driver to catch this. There is really no other way, UPS moves millions of packages a day and this was not a good way of having them shipped out, I wished you had called us and we could have delayed shipment or found a solution like have it delivered to a neighbor, etc.

Regards,

Paul Scipioni

 

[Slow Burn]

Excel - I would recommend talking with Paul. All the 'locals' shop there quite a bit, so I can't attest to their shipping policies, but I do know the owners at the shop are very fair & 'hook' all of us up.

Hope you get this resolved soon bro!

x2....

i have never had anything shipped, but i have never had anything but great experiances going there... speak with paul like aj suggested.

hope things work out

 

[funkejj]

Ok I don't see why one comes and flames a vendor about shipping. I am sorry you had a bad experience but after reading the reply I think this is UPS's fault and not Atlantic's. I don't think it is in good form to flam them on a board.

 

[twenty5]

I agree Excel, no need to publicly bash the company for this.

BOTL and the other cigar forums are a great venue to get your voice heard but when abused can really hurt a companies reputation for no reason.

 

[hdroadglide]

in the words of the angry one...no more drama. how about using pm's if there is a problem?

 

[smokinghole]

Ok I don't see why one comes and flames a vendor about shipping. I am sorry you had a bad experience but after reading the reply I think this is UPS's fault and not Atlantic's. I don't think it is in good form to flam them on a board.

x2

Shipping is one thing that once it leaves their hands it's not something they can do anything about. I've ordered from them once in the past and I got the damn box in 3 or 4 days all the way in Turkey. Now obviously it wasn't them because as soon as they ship it the package landed in USPS hands and then went military are to europe/turkey.

 

[CWS]

Based on the Vendors response you may wish to amend your original post.

 

[Angry Bill]

in the words of the angry one...no more drama. how about using pm's if there is a problem?

Well said. I reported the initial post. No need for bashing on Excellent either. Sometimes our emotions get the best of us. Its between Excellent and Paul. Good luck Exel

 

[whodeeni]

I didn't know there was anyone on here from Atlantic that I could PM,
and after trying to reason with the CS rep on the phone, and notifying
Atlantic by email I personally felt that nothing was wrong with sharing
my experience with others.

I just logged into my email account, saw paul's response, and replied to
it. I accepted his offer to reship the cigars out (sans additional shipping feee) and shared with him what i thought might have been the root of the problem.

How would you like for me to modify the thread Chuck? Change the Title?

 

[600g]

Honestly, I am pretty new to BOTL, and this really is my personal account. I don't use it to market or sell for the company as we aren't a forum sponsor.

I do however work for and represent Atlantic and if anyone does need any help or have any questions by all means don't hesitate to PM me.

Cheers,
Garland

 

[Eric]

This is not a support forum. It would have been understandable if they did not respond to your email. Since this is resolved I'm closing it.