Poor Retailer What to Do?

[Lads2000]

Yesturday I went into my local shop, to be fair I haven't been there for a couple of years due to the fact I have either sourced my cigars, from either overseas or other shops I have been passing whilst working locally. Well to my suprise this store was in a terrable shape, mold on the cigars, the hydro reading 55% humidity, and just genrally looked run down. I feel really sad as I used to know the guy who ran the place and he was very nice and helped me so much in my quest to find a really good cigar. I think it has since been run by different person (a younger woman) who seems to have no regard for customer service let alone, a few thousand pounds worth of cigars. To add insult to injury there were a number of stick that had been broken or had spilts in them just chucked to the back of the humidor behind the other boxes.

Well the reason I'm in a dilema is I know this place has a mail order facility (I have never used it) and is recommended as a good cigar shop by H&F.
I just feel that this will give cigars a bad name for anybody who purchases from them and that this place in it's current form should not be classed as a recommended seller of Habanos.

Wanted to get a feeling as to what you guys would do and if there is anything that can be done about this. I don't want to see the place go because it was always a good shop for a descent smoke but gutted that it seems in such a poor state at the moment.

I look forward to your comments

[Pantomimehorse]

seems all you can do is either inform the owner that the sticks are not being stored correctly or inform H&F ?

[Lads2000]

As I see the management seems new and really doens't give two hoots about a good customer experience. Do you thinks H&F are empowered to do anything?

[saggel]

As I see the management seems new and really doens't give two hoots about a good customer experience. Do you thinks H&F are empowered to do anything?

I guess they could at least un-list it...

[satch]

If H&F care about their name they could have a word.
Let them know.

[ChrisMClark]

I'd also let H&F know. At the end of the day it's H&F's rep at risk just as much as the retailers; I'd have thought they'd do something about it.

[Habana-Habanos]

That's very wierd is that, if they are still there they must be pulling some money from it else they would shut down. What poor person buys from them and thinks "this is how cigars are then, green mould, split wrapper, tobacco beetles, hmmh.. suits me!".

Seriously speaking though I would confront the shop owner and actually ask if they know anything about humidity. Is there a walk in?

-HH.

[68TriShield]

I keep my cigars at roughly 55 percent humidity.That imo will not cause the mold on their stock,probably wildly swinging percentages is more likely the culprit.
Why the shop still exists is anybody's guess.Can you say
money laundering"? :rolleyes:

To get back on topic here,I agree with those that said to notify/communicate with H&F.
Especially if H&F has been a positive in your cigar experiences.

Wing,paging Mr.Wing

[Habana-Habanos]

Hmmm money laundering.

[whisky77]

seems all you can do is either inform the owner that the sticks are not being stored correctly or inform H&F ?

I think Panto is right on the ball on this.

As a customer you should inform the management of the shop, but also let H&F know what poor conditions the cigars are being stored in, and the apparent indifference shown by the staff.

[eggopp]

I see two things,, 1st and most important take aphoto of the Hygro reading and cigars etc, submit them to Nic Wings driest Humi competition.. 2nd.. also send the pics to H & F for them to deal with it.

Course i think i may have just done myself out of March's prize!! :biggrin1:

[Jimmeh]

Hunters and Frankau have Reps that cover various regions of the UK and so if you contact them, they should be able to send around the rep for that area to look into it and advise them of the issues....

[G-man]

Hunters and Frankau have Reps that cover various regions of the UK and so if you contact them, they should be able to send around the rep for that area to look into it and advise them of the issues....

Because if its a money laundering operation U could wind up on this side of the pond with a hole in your noggin.Did you ever try to smoke a cigar with an extra hole in your head ? :eek:

[eggopp]

Because if its a money laundering operation U could wind up on this side of the pond with a hole in your noggin.Did you ever try to smoke a cigar with an extra hole in your head ? :eek:

Well Mike... Means cigars get twice as expensive coz you will be able to smoke 2 at the same time from seperate orifices :smoke:

[Simon-JG-hr]

That sounds like a shop that's not doing too well on the standards front... :(

I'd agree with the others. Inform the shop so that they know that there is an issue (possibly by letter if the woman is not very approachable and may shoot you, a la G-man's situation).

It's definitely worth letting H&F know too, they can send someone round (an area rep, as Jimmeh suggests). They may just want to know whether to take it off the top retailers list (because they won't want to be recommending it if it puts their products in a bad light), though hopefully they will give the shop a few hints and tips.

[Lads2000]

Is there a walk in?

-HH.

Habana - yes there is a walk in Humi, quite small but in a very poor state, as I said they do mail order and I saw a number of packages sitting there waiting to be sent in the post because they were in Humi bags. Not sure how long they had been there?


I'll take your advice I think I will send a letter to the owners and also in form Hunters.

I just feel really sad for the unknowing public who think they are getting the very best in quality and probably being very dissapointed and put off.

[tippexx]

As I see the management seems new and really doens't give two hoots about a good customer experience. Do you thinks H&F are empowered to do anything?

I doubt they are interested in the cigars at all, other than selling off and making whatever thay can out of the existing stock. And, of course they're aware of their shoddy cigar keeping, because for every over-polite affectionado who might say nothing there is another who will. The situation described is like that of a butcher, who displaying rotten meat, is totally un-conserned that the shop has no customers.

My guess is that cigarettes, Mars bars, baked beans and lottery tickets are the eventual aim with 24/7 as opening hours. And what's more sad. Is, I've seen it before!

[jibjob79]

You never can judge a book by it's cover. When travelling i always like to hunt out cigar shops. Some of the most run down shops i've been into have kept their cigars in first class condition and advertised the fact with humidity and thermometers, while others have been nice to look at but i wouldn't like to touch one of their cigars the way they treat them. When will people learn cutting big holes in a humidor big enough for you to put your hand through to pull out cigars doesn't exactly help keeping humidty in the right zone lol. :der:

I guess with cigar shops is come down to do they care about the product or their image. I'm sure the business will ultimatley be reflected in the condition they keep their cigars, just a shame it will take a while and people will get suckered in the process.

[nicwing]

Hey L2000, strange that you should mention this point because it's exactly the point I have been making in my 'Death Valley Humidor' thread.

(By the way don't forget to post this there and you might win a cigar if it's the lowest humidity this month)

I know H&F do do training for retailers as I have seen the cistificates in Sautters. Their guys come onto the forum periodically particularly Jimmy so I am sure he will be interested to hear about this.

If the retailer is any cop he should listen to his customers so, if he is local to you I suggest you keep on his case and help him help himself, who knows if you help him he might do you some deals on cigars!!!

[Lads2000]

Update - I emailed the company that runs the store and recieved the following back

Hi,
Thank you for your email. All I can say is that I will look into this immediately and come back to you. I am visiting the shop early next week which I may now do without any warning.
I apologise for the unsatisfactory visit to our shop last weekend and hope I can reassure you that all these matters will be looked into and dealt with. Again thank you for informing us of your concerns.
Best Regards

I'm going to wait and see what happens..
could be a result.

[Simon-JG-hr]

Ah, so it's part of a chain. Sounds like a satisfactory response (if we assume that the inspection will be done and that a dressing down will be given following the inspection...)

[ctrl]

since this is a mail order company, can you not name and shame on here, to protect fellow botl's ?

Rules allow for negative feedback on retailers I believe (long as there uk based)

[Pipe Dude]

If it's the shop I'm thinking of, they have another one in Bath.

[Lads2000]

Pipe Dude you would be correct.... Never heard anything else from the guy so I'm guessing he gave proir warning to the shop who had a tidy up before his visit.
It will certainly make me think twice about buying from them in the future.

[larrysputnik]

I would go in the shop and pick up cigars that are in so-so shape and make comments about the stock. When the clerk starts making excuses I would say "I wouldn't pay 1p for a stick in this condition." Then I would offer to take all the bad sticks for 1p. If they go for it you have a nice new project on your hands nursing those babies back to health and it cost you almost nothing.

If they don't go for it pretend to slip on your way out the door and sue them so that you can take over the store and fix this nonsense. Either way, you'd be a cigar hero. :41:

[eggopp]

My partner paula brought home a Party Serie P2 today, damp and mouldy, i will be taking it back tomorrow to see what this little place says about it... was not impressed, part of a newsagent chain but with a proper huge humi. Local in grantham.:der: