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Very satisfied with Thompson Cigars and Hoc Mai-Customer Svc Supv.
5/8/08 I ordered cigars and a humidor, both items arrived within 5-7 days as promised. The cigars were good, the humidor was damaged. I called Customer Svc and after being on the phone for forty minutes received a 30% discount. Not satisfied with the humidor and discount, called back and asked for the supervisor. I was connected to Hoc Mai who immediately instructed me to return the humidor and select a new humidor. Today I have the new humidor and all was resolved in a friendly and business like manner.
I am a one and one time only customer of Thompson Cigar. I waited on hold for approximately 30 minutes to have my call answered by a person with a minimal command of the English language and a very short temper. I asked to order a sampler and was told that I had to order an upgraded version to get the cigars pictured for certain. I took my chances with the advertised special. I called Friday and was told my order would ship Monday. I called Monday and was told it shipped. According to the UPS tracking number it did not begin shipping until Wednesday. When I called to ask about this I was given a run-around with an explanation blaming UPS for not coming to the Warehouse often enough to pick up. Each and every time I called, even when it was to complain, I was pressured to buy more things including expensive humidors, accessories and club membership. This was by far the most annoying part. I went so far as to say "I just want to order this one product and get off the phone, is that okay?" And was told that if I just listened there would be better things to buy.
That's it for me. Hopefully my first order will show up, and I will be done with this company.