Amazing Customer Service at Small Batch

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03-30-2015, 10:42 PM
04EDGE40

Amazing Customer Service at Small Batch

Hey guys and gals, just wanted to post this here so everyone could see an example of truly great customer service.

Saturday afternoon I placed an order for 10 Guerrilla Warfare Coronas from Small Batch and had an order confirmation in my inbox within minutes. Within 2 hours of placing the order I had shipping confirmation, and the tracking number actually showed it had been dropped off by the time I got that email. Being my first experience there, I was already impressed!

Fast forward to tonight. I got home from work to find a box in my mailbox from Small Batch. Unbelievable as it is, they got my order to me in two days... California to Indiana, and the order was placed on a Saturday afternoon! The only problem was I received 10 petite coronas instead of the 10 coronas I had ordered.

I sent an email to customer service there with a picture showing the sticks next to a measuring tape for proof. I told them if they would send the coronas and return shipping I will gladly send back the petite coronas. Within 5 minutes I received a tracking number for a new order followed by an email apologizing and telling me to hold on to the other sticks as an apology!

That is great customer service. They owned their mistake and didn't simply try to save face. I appreciate their care for the customer and will definitely be a customer at Small Batch for the foreseeable future.

I know many of you buy from them and I have heard amazing things about their customer service in the past, but if you have never shopped there then buy with confidence! You are working with a great company who knows how to put customers first!
03-30-2015, 11:37 PM
Billb1960

I had a virtually identical experience with Andrew & crew with the same results and to top it off not only did they tell me to keep the wrong sticks but included an extra 1 of the correct cigars in the order. Incredible customer service! They may need to train their fulfillment crew a little better tho' or they're going to go out of business!
03-31-2015, 01:53 AM
tjhemp

Small Batch is great. Always had top notch service from them.
03-31-2015, 03:28 AM
Shemp Jizzle

Quote:

Originally Posted by 04EDGE40

The only problem was I received 10 petite coronas instead

the Petites are WAY better then the regular coronas
03-31-2015, 05:30 AM
Horseshoe

Smallbatch is my first stop when looking for a purchase. I like their customer service and shipping. Good vendor. Glad to see they went above and beyond.
03-31-2015, 05:34 AM
04EDGE40

Quote:

Originally Posted by Shemp Jizzle

the Petites are WAY better then the regular coronas

I've only ever had the petite coronas and they were awesome, I just wanted a little bit longer smoke this time.
03-31-2015, 07:40 AM
CopGTP

Sounds like a great experience! I just received a sampler from them the other day.
03-31-2015, 07:56 AM
Sigaar

Did my first order with Small Batch last week. Lightning quick, had my sticks in 2 days and I'm on the east coast.
03-31-2015, 08:42 AM
BlueDevil07

I love ordering from them. Good prices, free shipping and a CB discount is hard to beat.
03-31-2015, 10:20 AM
Stogieguy55

These guys rock! Been meaning to take a trip out to their B&M to say hi but haven't made it yet... it's on the list.
03-31-2015, 11:38 AM
StogieNinja

Quote:

Originally Posted by Stogieguy55

These guys rock! Been meaning to take a trip out to their B&M to say hi but haven't made it yet... it's on the list.

Some of my good friends are regulars there at Maximars. By all accounts, Drew and team are a great bunch of people.
03-31-2015, 04:53 PM
MrSmallBatch

Quote:

Originally Posted by 04EDGE40

Hey guys and gals, just wanted to post this here so everyone could see an example of truly great customer service.

Saturday afternoon I placed an order for 10 Guerrilla Warfare Coronas from Small Batch and had an order confirmation in my inbox within minutes. Within 2 hours of placing the order I had shipping confirmation, and the tracking number actually showed it had been dropped off by the time I got that email. Being my first experience there, I was already impressed!

Fast forward to tonight. I got home from work to find a box in my mailbox from Small Batch. Unbelievable as it is, they got my order to me in two days... California to Indiana, and the order was placed on a Saturday afternoon! The only problem was I received 10 petite coronas instead of the 10 coronas I had ordered.

I sent an email to customer service there with a picture showing the sticks next to a measuring tape for proof. I told them if they would send the coronas and return shipping I will gladly send back the petite coronas. Within 5 minutes I received a tracking number for a new order followed by an email apologizing and telling me to hold on to the other sticks as an apology!

That is great customer service. They owned their mistake and didn't simply try to save face. I appreciate their care for the customer and will definitely be a customer at Small Batch for the foreseeable future.

I know many of you buy from them and I have heard amazing things about their customer service in the past, but if you have never shopped there then buy with confidence! You are working with a great company who knows how to put customers first!

Really appreciate you taking the time to write this! The guy that made the mix up feels really bad but I'll forward this to him. It's great when people like yourself are so understanding as no matter what will make things right it is just a process and you made it very smooth! I'm currently on vacation on the other side of the world and was rather worried when I saw your email but my boy Ben got right on it! Thanks again Collin! - Andrew
03-31-2015, 07:13 PM
04EDGE40

Quote:

Originally Posted by MrSmallBatch

Really appreciate you taking the time to write this! The guy that made the mix up feels really bad but I'll forward this to him. It's great when people like yourself are so understanding as no matter what will make things right it is just a process and you made it very smooth! I'm currently on vacation on the other side of the world and was rather worried when I saw your email but my boy Ben got right on it! Thanks again Collin! - Andrew

Really no problem, Andrew! That really made my day so I felt it was worth sharing. Customer service has developed a negative connotation, so seeing someone actually embody the phrase is awesome. Next time you vacation on the other side of the world just take me with you and we'll call it fair! ;)
03-31-2015, 09:09 PM
RogueBallBoy

Thanks for sharing Collin. All too often people are quick to share their bad experiences so I think it is crucial that we share these experiences when a company goes above and beyond as well.
04-01-2015, 01:07 AM
allusred

Quote:

Originally Posted by 04EDGE40

Hey guys and gals, just wanted to post this here so everyone could see an example of truly great customer service.

Saturday afternoon I placed an order for 10 Guerrilla Warfare Coronas from Small Batch and had an order confirmation in my inbox within minutes. Within 2 hours of placing the order I had shipping confirmation, and the tracking number actually showed it had been dropped off by the time I got that email. Being my first experience there, I was already impressed!

Fast forward to tonight. I got home from work to find a box in my mailbox from Small Batch. Unbelievable as it is, they got my order to me in two days... California to Indiana, and the order was placed on a Saturday afternoon! The only problem was I received 10 petite coronas instead of the 10 coronas I had ordered.

I sent an email to customer service there with a picture showing the sticks next to a measuring tape for proof. I told them if they would send the coronas and return shipping I will gladly send back the petite coronas. Within 5 minutes I received a tracking number for a new order followed by an email apologizing and telling me to hold on to the other sticks as an apology!

That is great customer service. They owned their mistake and didn't simply try to save face. I appreciate their care for the customer and will definitely be a customer at Small Batch for the foreseeable future.

I know many of you buy from them and I have heard amazing things about their customer service in the past, but if you have never shopped there then buy with confidence! You are working with a great company who knows how to put customers first!

This thread is a fine example of the reason Cigar Bum is the place to be. sure glad I found the Bum.All too seldom do we see someone taking the time to mention outstanding customer service. Lots of bitching,but not often credit where due. I've only heard good things about Small Batch and after reading this thread, will certainly place an order with them. Thanks for sharing good news.