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I love these pile ons. Keep it up, the fewer people they have competing for what I get from them, the better.
For the record, over the last 5 years I have had issues with them, maybe on a half dozen orders. I sometimes had to hold a long time for customer service, but I just put the call on speakerphone, drank coffee and smoked a pipe while waiting. Every single problem was resolved to my complete satisfaction. I have offered to send back tins I didnāt order that were sent in lieu of ones I did order, and they said ākeep themā and sent out replacements that day. Yes, there are horror stories, many from people I know and have no doubt of their veracity. And while I have never had to go this far, others have gotten Russ Oulette involved to straighten things out.
Yes, they could have better customer service, better packing, and an e commerce system that really did reflect real time inventory. They donāt. Their business model is stack āem high, sell āem cheap. They are owned by Cigars International,, which is owned by Scandanavian Tobbaco Group, a public company. Their financial statements are accessible on the web. They donāt break out P&C separately, but their overall North American retail results have been exceptionally strong since the pandemic started.
They arenāt going to change. Neither will I. They arenāt my preferred vendor, but when the price is right they get some of my business.