I had a horrible experience here on my recent visit and will not be returning…read more
The first thing I noticed when I walked in was that the entire warehouse feels like a fire hazard. There is far too much inventory crammed into the space, stacked in a way that looks unsafe. That immediately stood out.
I had been here once before about three years ago, and at that time the owner was pleasant. Unfortunately, this visit was completely different.
I asked for The Judge by My Father, one of my favorite cigars. As the owner brought it to the counter, I politely asked to hold it. I very gently squeezed the cigar to check for freshness, which is common practice in cigar culture. Instead of explaining his policy or engaging in conversation, he snatched it out of my hand and snapped, "We don't do that here."
I explained I was only checking if it was fresh, but he became defensive and confrontational. At the counter, he made a comment along the lines of "we don't do that s*** here," and implied that because he has so much inventory, his cigars couldn't possibly be stale. My perspective is the opposite, if you're sitting on that much product, freshness isn't guaranteed. Large amounts of inventory don't necessarily mean high turnover.
Rather than using that moment to educate me as a customer, he chose to escalate the situation. He stared at me for about 20 seconds as if we were in some kind of standoff. I told him to just cash me out. Then he asked for my ID, made a sarcastic remark, and processed the sale.
To make matters worse, I watched him engage the couple before me and offer them his loyalty "stamp program." He never offered it to me, which only reinforced the poor treatment I received.
The bottom line is that cigars are about more than the product, they're about people, community, and the experience. You can have the best cigars in the world, but if you don't treat customers with respect, the business won't thrive. Owners who operate with this kind of arrogance eventually see their shops close down or pass away with them, because the next generation doesn't want to inherit that type of reputation.
I spend roughly $1,000 a month on cigars. I'm glad I found out now that this is not the kind of place I'd want to be a regular customer at. In the end, he got his $14 for that cigar, but he lost any future business from me.
Unless there's new management or a dramatic change in customer service, I will not be back.
