Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/16/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to cancel this order, but this merchant refuses to refund my money. This is a practice they have used on countless other customers.

• Initial Complaint

  Date:09/30/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am part owner of **** ***** ******* *** with ******** *******, who lives in ********. We each have separate proprietary blends we paid someone to create for us. We order from Leaf Only. The leaves come to me in ******* ** because our cigar roller is here. Once ********** order is complete, I mail ********** cigars to her. ******** placed a $998 order 5/29/2022 for her signature cigars. I placed a $427.92 order for my signature cigars 5/31/2022. ********** order came and mine did not. I called in June and July and they claimed they were opening an investigation. 8/18/22 I emailed ******* at Leaf Only to inquire about the investigation. She accused ******** of keeping my 'half' of the tobacco. There is no half. We did not and have never combined orders. ********** tobacco was shipped to me as it always has from the inception of our business. My tobacco, to this date, has never been delivered to me. ********** husband, ***** *******, also has one cigar brand and ordered from Leaf Only 5/19/22 and ******* is accusing him of being a partner and will not sell to him because I had my credit card company reverse the charge. Leaf Only has sent a confusing series of emails to my credit card company and had my $427.92 sent back to them and I am yet without tobacco. They have also seriously hurt my business as I have ZERO of my product to sale. Leaf Only has stolen from me and they refuse to listen to us. There are clearly 3 separate orders. We have never asked for orders to be combined and our orders were NEVER combined. The simple fact is, I paid for products I have never received. I have attached 3 orders, **********, Kim's husband's ***** ******* and my order ($427.92) which has never come. As well, ******* created a fake invoice with an order date of 5/29/22 for me using a gmail address to send to my credit card company. I have always ordered with [email protected] My last order history is now gone from their site. I have provided the original and fake order.

  Business Response

  Date: 09/30/2022

  Hello ********!
  
  First, you should know that if a credit card company sides
  in favor of the company instead of their customer, it’s because the company was
  able to provide sufficient evidence that the customer was wrongfully placing a
  chargeback with their credit card company. Very rarely do credit card companies
  not side in favor of their customer. But you are right, the emails were very
  confusing, because you and ******** were very confused to begin with. Second, you
  and ******** implicated yourself numerous times in our email exchanges stating that
  the order was received and there was proof that it was signed for. You say we “faked”
  and order, but we provided proof numerous times that we combined the order you
  and ******** placed because you placed them within an hour of each other and
  both orders were shipping to your address and to your name. Only made sense to
  save you both some money on the shipping charges. Third, we can’t fake credit
  card charges. ******** never placed an order alone for $998.00 on her credit
  card. Her order separately came to $591.42. Your order separately came to $427.92.
  Together, after saving $21.34 on shipping from combing the orders together, the
  grand total came to $998.00. So, again, you are very confused. Fourth, we also
  cannot fake information that is provided on an order from a customer who orders
  through the website. You inputted that email address on your order when you
  ordered online. We didn’t just produce that email address from nowhere. It was
  provided to us by you, or else we never would have known about that specific
  email address. Fifth, your last order is not gone from our site, or else we
  wouldn’t have been able to supply that information in the chargeback report to
  your credit card company. You are just not able to access it because after
  placing the chargeback with us, we removed your capability of being able to log
  into your account since we will no longer be taking orders from you. Tell us why here...

  Customer Answer

  Date: 10/05/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  ******* is a LIAR. Two separate orders were placed on different days. ********** full order was shipped top me. My order was NEVER receives. My credit card company has reversed the charge as I have provided solid proof. ******** and I have completely different cigar recipes and thus, we purchase from two separate accounts. One has nothing to do with the other. There was absolutely NO REASON for Leaf Only to combine our orders when they were placed from two separate accounts. The issue here is a mistake on Leaf Only's behalf which has caused me to lose business. We have NEVER asked them to combine any order since the inception of our business dealings with Leaf Only. That would only confuse our production. I have never received my tobacco and the tobacco I ordered was not in the package with ********** order. Our orders were not placed "within hours" of each other but two days apart. Please take note of ********** $998 order and the the date of my purchase 5/31/22 and the fake invoice ******* created with a date of 5/22/29 to justify her incompetence. Even if the orders had been placed hours within each other, which they were NOT, they should have been treated as two separate orders and not combined. The bottom line is, Leaf Only has hurt my business and tried to steal money from me. 
  
  Sincerely,
  
  
  
  ******* *******