Mom's lost a customer today

[Garbandz]

A good friend called me today and told me he has had it with Mom's cigars . He has shopped there for many years.He had ordered his usual 50 count bundle of Nestor seconds and paid for them,according to the prices on the web site. Soon afterwards,he got a phone call telling him the price had gone up from $60.00 to $80.00, an increase of 33 %. My friend was nice about it, pointing out that the price increase had not been updated on the web site,and was told that they were not going to honor their site price. He cancelled the order and will probably never order from them again,simply on principle. If you are a Mom's customer, you need to be aware of this,and know that it will probably happen to you...

[JJG]

never heard of Mom's but stuff like this just baffles me. why would they rather lose a $60 sale and a customer to save $20? Where I work, if someone scores a good deal because we forgot update our rates on the website, we honor it. no questions asked.

[WildBlueSooner]

Originally Posted by JJG

never heard of Mom's but stuff like this just baffles me. why would they rather lose a $60 sale and a customer to save $20? Where I work, if someone scores a good deal because we forgot update our rates on the website, we honor it. no questions asked.

The things that make you say...

[cle_smoker]

Originally Posted by JJG

never heard of Mom's but stuff like this just baffles me. why would they rather lose a $60 sale and a customer to save $20? Where I work, if someone scores a good deal because we forgot update our rates on the website, we honor it. no questions asked.

There you go, using common sense and good customer service. Sheesh!

But really, that is pretty crappy.

[poriggity]

Sadly, there are more businesses out there that are acting the same way.
Scott

[neoflex]

Never heard of them either but that is pretty crappy. If I were him I would have made sure to mention that they have lost a loyal customer and hope they feel it was worth it. Especially in this economy you should be doing all you can to keep your customers satisfied. Just a bad business move all together.

[taltos]

It is also useful to mention in the comments section when ordering that you were referred to their site by an inmate of the Cigar Asylum or whatever other board that has you as a member. Keep in mind that if you mention the fish, they will probably laugh and charge you double.

[Tio Gato]

Mom's is a smallish retailer with two locations on Long Island, NY. Owned by Alex Goldman, who also owns House of Oxford, importer of several lesser known brands. (Carrington, Evelio, Nestor Seconds)

Mom's website is one of those old fashioned types that doesn't appear to be updated like the big guys do. It's one of the only cigar retailer sites that still has a "prices subject to change without notice" disclaimers tucked away in the "terms".

Maybe your friend should send an email directly to Mr. Goldman explaining his disappointment with what happened. I always try to give people a chance to make things right. Sometimes it really pays off.

[neoflex]

Where on Long Island? Up until two years ago I lived there all my life and never heard of them.

[Smoking Dragon]

JUst for curiosity, I went to the website to see if they had cigars that I like at a price. I also checked the price of the avove mentioned cigars. They are still at the lower price. I would think that if a retailer wanted to be straight with their customers, that it would have been updated when the error was noticed by a customer. Also just my as a customer, if I order a product at a listed price I should get it at that price.

[mosesbotbol]

Originally Posted by Tio Gato

Mom's is a smallish retailer with two locations on Long Island, NY. Owned by Alex Goldman, who also owns House of Oxford, importer of several lesser known brands. (Carrington, Evelio, Nestor Seconds)

Mom's website is one of those old fashioned types that doesn't appear to be updated like the big guys do. It's one of the only cigar retailer sites that still has a "prices subject to change without notice" disclaimers tucked away in the "terms".

They can put whatever legalese they want on the site, but the reality is if you raise prices on something someone already ordered, it’s going to leave a bad taste in their mouth and they are unlikely to order again.

Mom’s should’ve said they were sold out and credited your friend or just honored the price with a note saying they have gone up in price for the next order. I think what happens is, the person completing the order does not give a rat’s a** about the customer and the owner has no idea their customers are being treated like this.

An email to owner goes a long way. It baffles me in a competitive market (online cigars) & in a shrinking industry (tobacco), that a vendor would be so cavalier in treating customers like they did in this example.

[md4958]

Thanks Mike