BnBTobacco.com Complaint - BEWARE - Cigars
Rude customer service, high shipping cost, frauds - had been ordering from them for 6-8 months boxes of small cigars every couple of weeks. We live in HI and was surprised at how quickly the first few orders arrived (3-5 days via USPS Priority Mail) Then the orders started coming in about 7-10 business days, we contacted the company to see what was up. We asked repeatedly for a tracking number with our packages since they were being shipped via USPS and were told that the company could not supply us with tracking numbers/delivery confirmation numbers even after we said we would pay the extra $.70 for them. All the boxes we received were had hand written addresses on them and were taken to their local PO to be paid for (you can tell by what type of postage is on your box) and so it couldn't have been that hard to get a delivery confirmation number! Plus they had to pay each time for a signed packaged so the reason that "they just can't" offer us delivery confirmation was BS. Between the no tracking info, increase in shipping price for slower shipping and the fact that they would email us to say our package was shipped but didn't actually get mailed till 2-5 days later (again, you can tell a lot about a package based on the postage and time stamp!) was getting us pretty upset. We were spending several $100's of dollars each month with them for very poor service. Very rarely could you get someone on the phone the first time you called (usually not until many tries later) and they never responded to emails. Finally, the last straw came on 9/8/11 when I placed our regular order plus 3 extra cartons since we were going on vacation and I didn't want to have to worry about running out. Called them on 9/13/2011 to make sure our package was shipped since I had not heard anything or received a “your order has been shipped” email since placing the order on 9/8/2011. First I was told, no, the order has not been shipped and then was told that it was shipped on 9/8/2011 then told it was shipped on 9/9/2011. Again, no confirmation or tracking info so I had to rely on BNB to tell me the truth. Fast forward to 9/23/2011 - package still hadn’t arrived so I tried calling and emailing and no one returned my email or voicemails. Finally got a hold of someone today 9/26/2011 and no “I’m sorry, let me look into this for you” type of attitude from the woman I spoke to - instead she was very quick to refund my money - didn’t even care that we had been waiting two weeks and because she was so quick to refund the money made me wonder if they even had shipped the package. I doubt it! Don’t order from BNB - there are many other cigar companies you could order from and get better service.