I started this Yelp account a long time ago to help me in finding awesome businesses to be a patron of. I never once wrote any reviews because, to be honest, I just don't like to. However, because of the experience I had today with Embassy Cigars, I had to write this.
I've been looking for a nice cigar lounge to hang out and buy cigars from in OC. When I came across Embassy on Groupon.com I decided to purchase a Groupon. I was excited reading about their large selection of cigars, the nice cigar lounge, and great customer service here on Yelp.
I called them the day I purchased the Groupon and asked if they had any Kuba Maduros in stock and was told that they normally don't stock them but I could place an order for a full box if I wanted to. I said awesome and told them I would call back later when I was running lower on my current stash.
Two weeks before the expiration date (and with 10 cigars left), I called and asked if I could place an order and redeem my Groupon and was told that I could ONLY talk to Anjal for Groupon deals and that he wasn't in. I called back the next day and was told Anjal still wasn't in. I called a week later and asked for Anjal, and again, he wasn't in. I told the gentleman on the phone that I would really like to redeem my Groupon before it expires and that I would like to place an order for a box of cigars. The gentleman took down my name and number and told me that Anjal would call as soon as he got in.
A few days later I still get no call so I decided to drive down there in person on the last day of the Groupon deal (today). I told the gentleman at the counter that I called a few times and was told that Anjal would call me back but he never did. He tells me that Anjal told him to tell all customers that yesterday was the last day to redeem Groupons and that I couldn't use it today. I told the gentleman again that I called a few times and couldn't get a hold of Anjal and I would really like to redeem my Groupon. He calls Anjal, I'm assuming to his personal cell phone, and it goes to voicemail. Immediately after he hangs up, Anjal calls him right back (which I wish he could've done for me whenever it is he got in). The gentleman tells him my story and then gets a response and hangs up. He then tells me "I'm sorry but there's nothing we can do for you." I said to him "I've been trying to get a hold of Anjal, who is the ONLY person that I could talk to for this Groupon deal and then waited for him to call me back and he never did. Now I have this Groupon I can't even use because you guys have poor customer service?" He told me "I'm sorry, I just got off the phone with Anjal and he said he can't help you." I said thanks and walked out.
In the car I called their other location in Anaheim Hills and told them the same story. I asked if there was anyone there that I could talk to that could help me. I was told that the person in charge there was in India and I had to speak to Anjal. I said nevermind, thanked the gentleman on the phone, and hung up.
Luckily, Groupon's customer service is what it's supposed to be...GOOD, and refunded my money back. It is just absolutely ridiculous that only ONE person can redeem customers' Groupons and that I HAD to order on HIS schedule. Why couldn't any of his other employees do it? On top of that, I never got a call back, and when I showed up in person to tell them what happened, they WOULDN'T make things right.
I'm glad that everyone else had a great experience here. It would be an experience that I will never enjoy because I would never step foot in this place again. It makes me sad that my very first review had to be a negative one. I hope no one else gets treated this way. read more