ComplaintsforNeptune Cigars Super Store

• Initial Complaint

  04/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello, im Still waiting for order # **************** Initiated a week ago. I contacted the business, they referred me to the carrier, and the carrier refers me back to the business. I cannot waste hours of my time on this. My brother has an engagement next week and I am in charge of alcohol and tobacco.If you are unable to provide proper online customer support, close this business. This has been the most frustrating experience.Please contact me with a final resolution regarding the delivery of my order within 48 hours, or I am handing this to my legal team to resolve. Thanks

  Business response

  04/29/2023

  We have been actively trying to help this person find their package which has been delivered by *** to the address they specified and was signed delivered by someone at this address.

  Here's the timeline of events:

  On April 20th, Bird placed an order. We shipped this order the same day via *** 2nd Day Air with tracking 1Z4X74610332442159. The delivery confirmation on April 24th is attached.

  On Tuesday April 25th, **** called in and said his package was showing as delivered but that he did not have it at his door when he arrived home. Tracking shows signed by ********** but he claims that he does not know who this person is. I asked him if possible to check in with the office he said he would. Would like if we can start investigation for his package.

  Bird also opened a Paypal dispute. The tracking shows the parcel was left at the mail room, not taken to his apartment door. In our response to the dispute we made sure to inform him of this and that his parcel is likely being held for him at the receiving office/manager's office/some sort of office in the building.

  On Wednesday April 26th, we opened a *** investigation to see if they can help locate the parcel.

  As a business, we have fulfilled our obligation which was to promptly ship the order using a courier with tracking number and signed delivery. The customer needs to go visit his building's mail room to sort out where their package may be.

  Customer response

  05/04/2023

   
  Complaint: 19988194
  
  I am rejecting this response because:

  hello, i have received notification from *** that this package was lost during transit. And *** has paid a claim to the business for this package. Please refund my order and send me a refund confirmation so i can close this case
  
  Sincerely,
  
  Bird Anz

  Business response

  05/16/2023

  We sent the following message to the customer on 5/4/2023, that in order to proceed with the refund, the customer must close their Paypal dispute on the transaction. Below is the message that was sent:

   

  Despite the tracking information showing that the order was delivered to the shipping address provided, *** has approved a claim in the amount of $100.00 for this parcel. We are willing to step up and accept a loss here. We are willing to offer you a 50% refund for this order, but you will have to cancel out your PayPal case before we would be able to issue a refund. Please let us know when the dispute has been cancelled and we will issue a 50% refund to your PayPal account right away. Thanks in advance. 

  Customer response

  05/16/2023

   
  Complaint: 19988194
  
  I am rejecting this response because:

  The product which the business charged me for was never delivered. *** was contacted and they conducted an extensive 10 day investigation, *** provided conclusive evidence that the package was lost due to driver error. They have approved a refund claim to be issued and they have already refunded the seller. So this business has charged me money and has also got fully refunded from *** well. Which could be considered fraud. *** also advised that they will issue a full refund for the value declared on the package. If they are only refunding partially is because the seller declared no value and failed to purchase insurance while shipping my expensive package. Which again falls on sellers lack of responsibility and negligence.

  based on this information, not only am I not accepting a 50% refund on something that was not delivered to me; but if this issue is resolved within 48 hours, further escalation would pursue, that would bear drastic ramifications . Thank you
  
  Sincerely,
  
  Bird Anz

• Initial Complaint

  04/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Hi, i have an issue regarding delivery of a recent order, and Im unable to get in touch with business via email or phone. Please contact me asap to resolve this issue. Thanks

  Business response

  04/26/2023

  Our email and phone number are posted prominently on our website www.neptunecigar.com, which even includes a contact us page at ****************************************************

  If the person recently placed an order with us, they can communicate with us by replying to the confirmation email, or through the phone and email provided on the confirmation email, online on our website, and on ****** listings.

  As of this date, have not received any communication from the email that originated the complaint. In our records, there was an order from May 11, 2022 that is associated to this email and was voided and refunded after we failed to be able to verify the transaction online. We sent emails explaining our decision to cancel the order. There are no recent orders.

  Here's our contact information:

  Phone: **************

  Email: ************************************

  Customer response

  04/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  

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