Windy City Cigars

[SmokeAndMirrors]

Well, we have our awesome sponsors and we have other sites we do business with that have great customer service. This site however...is not one of them. Windy City Cigars. On Aug 6th I placed an order for around $100. Today (Aug 12) I got a message from them that read "Thank you for your order. However, we are out of stock on both items. How would you like to proceed?" No apology for their unprofessionalism within site management. Even their message is unprofessional. Add to the fact that they decided a week after an order is placed to even give it a look. We will see what comes of this. But as of now...it is not looking good and I am pretty upset about how they have decided to conduct themselves. I mean, really? A week? And they do not keep up with their shit and allow people to place orders on stuff they apparently don't have in stock? windycitycigars.com...take the top for naughty list.

 

[YodisMatt]

Yeah this can suck but did you order pretty popular stick that tends to be sold out fairly quickly once they hit the web?

I know guys that have had this happen with say Liga orders, the website gets hit so hard the system may allow a few orders through even though the stock is really gone and they were only up on the site for a few minutes.

Also with time difference what time did the order come in over here in the states? Also some places don't always have their warehouse guy working on weekends.. so In essence your order was with them maybe 3 maybe 4 days.

I guess either ask for a refund or change out your order? I don't see how they were too terrible rude in the quoted e-mail you posted.

from their site

Hours of Service

Our office hours are Monday through Friday from 8am to 5pm Central Time -- closed weekends & holidays.

 

[Romulus Cogswell]

I have no problem with how they replied to you and perhaps they were trying to find a source before they contacted you stating they were out. As Matt said, maybe it was a HTF that everyone pounded their site for the moment they were posted. Yes, I would've liked to see some communication earlier in the order process but I don't see a reason to be pissed.

 

[bdc30]

as stated above, I think you're being too harsh. They asked what you wanted to do as far as a resolution. Did you email them back?

If at that point they either refund your money or give you the opportunity to choose sticks the same (or higher) value as your original order, then they've done all they can do as a merchant.

If they fail in that regard, then you have a reason to put them on blast.

 

[ciggy]

Yep..What Brent said. this happens a lot in this hobby. Just part of the game.

 

[Hoshneer]

Yeah, personally I don't feel shops should be called out unless it is a serious screw up and they intended to be A-holes about it. This has to many variables and I don't think it's that big of a deal. It's just very disappointing for you. They should of got ahold of you sooner but at least they did contact you. Just don't do any future business if it upsets you and leave it at that.

 

[SmokeAndMirrors]

Yeah, I think that is what irked me the most. Almost a week later to hear about this. That and the fact that the site showed in stock for numerous days after I placed the order. I was super stoked on the order (16oz Stonehaven, 8oz And So To Bed)...so getting the message that late after the order just seemed a bit long to wait to tell a customer "oh well for you". They showed Stonehaven as in stock up until about 2 days ago and are still showing And So To Bed as in stock currently. Perhaps I may have been a bit over expecting and perhaps my customer service mind is a bit out of touch...but hey, I look at it this way; When I have my business up and running, and this type of service is ok...man, people are going to be floored by my customer relations.

 

[SmokeAndMirrors]

Update; They said they ship tobacco from a different warehouse. I told them to just go ahead and cancel the order that I did not want to place a different order. They charged me anyway. So now I am waiting on a refund. Hopefully it goes smoothly.

 

[YodisMatt]

Have you contacted them back? What have they said? I feel you in not hearing from them but in reality it was only 3 days (their system may process your card first, which can take a few days depending on which system they use, before they start to fulfill your order) but I still think you're jumping the gun a little.

If you haven't contacted them and started a new line of communication to resolve this then do so, they may go above and beyond to correct this for all you know.


Sent from your mothers phone

 

[SmokeAndMirrors]

They have a little message center thing on their site that is kinda like a chat box. Their initial response was that they get their Esoterica from a different company. I replied to that message saying to go ahead and just refund thinking that I was charged at original placing of the order. They did not reply but in turn show my order as cancelled and then took the money. I am assuming that an order pends in their system until it is fulfilled at which time they charge. However, it must be the same for cancelling an order as well? If they cancel it they charge the card too and then refund it? Or at least that is what I am hoping. They have not responded to my inquiring about that yet.

 

[Hoshneer]

Seeing what you ordered I can now see why you took it hard. My condolences brother.... That is a hard one to swallow. Stonehaven is next on my list of HTF pipe as well. I would take it pretty hard too.

 

[SmokeAndMirrors]

Lol Hosh. My logical mind is saying taunting me "you're just pissed because you're not getting that Stonehaven". That has a lot to do with it in all honesty. I have been in a little cloud nine for about a week just thinking "I actually got 2 bags of SH!!" Once it arrived safely I was going to blast it on the Pipe Deals page letting everyone know that these guys have it. It was still up and allowing me to add pretty healthy quantities a couple days after the fact,so I thought I was about to be the bearer of good news for all my brothers. Come to find out...I let you guys down without you even knowing it and on top of that I don't even get what I ordered lol. Yes...a bit sour on it. But tis a learning experience nonetheless. What not to let happen in the future.

 

[SmokeAndMirrors]

So...after some time, I figured "ya know what, give them another shot...see what they got." They are showing And So To Bed in stock in tins and bags...but just to be safe I emailed them to check. I got a response back saying they do not have it in stock. Now I have been on and off their page even since the whole ordeal. They have shown this tobacco as IN STOCK the entire time. How professional is it to leave an item on your page and let people make orders on it when you know damn well you don't have it in stock. I have not seen any other company do this. They usually update their pages...apparently WCC does not and does not care to even when it is pointed out to them.

 

[cgraunke]

At this point, I don't think I'd have the patience for that either. With so many other online retailers offering up-to-the-minute inventory levels on their websites, this almost seems like they're just trying to draw traffic. They likely snag customers who reluctantly buy something else from them out of convenience instead of making the effort to cancel orders and shop elsewhere. They might as well just put up a list of popular brands and say "call for availability," but I don't think many other consumers would have patience for that either.
I guess you just have to let your shopping dollar do the talking!

 

[blueboy714]

I got a response back saying they do not have it in stock. Now I have been on and off their page even since the whole ordeal. They have shown this tobacco as IN STOCK the entire time.

A lot of companies do this and it kills me in this age of technology (I work in computers) - they cancel my order (doesn't matter the product) and then don't change their website. I usually give them about a week to get their online system updated and if they don't then I contact them or never place an order with them again (and sometimes I will send them a friendly "why is your item in stock, but you can't ship it" email).

 

[SmokeAndMirrors]

I told them it was unprofessional and lazy. I'm done trying with them when there are soo many better companies out there

 

[blueboy714]

agreed - that's why I only do business with a handful of online businesses and don't try too many new ones (although the BOTL sponsors that I have used since joining have been very good). I'd rather pay more for good customer service than get a savings and crappy C/S.