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:05/24/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Dear BBB colleagues,Summary:Numbers did not match up, simply stated. I would like to dispute the following charge for a partial refund of ***** of the total on:05/24/2024 TST* ******** CIGAR ****************, totaling: $27.87 Rational:The menu prices I read, did not match the printed prices on the receipt printed, post-tallied up at check out with bartender (******), as it was written on the menu. Also, verbal price check w/ ****** (***********) at the beginning of the visit to the humidor did not match up with the printed price as well. Asked to correct the print out and was ready to pay the full amount after getting my phone to check; however, after realizing the staff was manipulating pricing for customers, i.e. myself, I was asked to leave after calling them out on it. For some unspecified reason. Action: Kindly alert the owner of the business establishment to improve their pricing scheme for customers who enjoy the atmosphere overall. In fact, I wanted to pay up.Solution: 1) Match up pricing on the menu with pricing in the system / **** versa;2) Number unmarked items;3) Uplevel of talk at PoS. Be delightful to customers. Planned 18% tip actually.Whats in it for you:Hundreds of banknotes if improved service-level.****** was charged ***** when it was approximately ***** to ***** per item received per *******************. Resolution:Requesting ***** refund or option.Details:Unable to reason with the merchant given their unscrupulous business practices. When I mentioned that the numbers needed to be printed as stated and written, the staff lie to my face stating they provided a Free drink at no charge though this was a maneuver to create the impression of courtesy and respect in disguise when actually it was false, simply stated. A tactic to overcharge first to customers who may overlook it.Kindly forward this to the ownership / management, *****.Thank you for your time & kind consideration.Respectfully,

  Business Response

  Date: 05/29/2024

  Better Business Bureau of ************, Inc;

  I am *****, the proprietor of ******** Cigar Shop in downtown **********, ***  We are a petite, high-end cigar lounge in the historic core of our town, home to many a patron and fan of our tobacco and craft spirit beverages.  If you review our **************************** or Yelp profiles, you shall see that we have a near perfect rating, and it is the practice of not only my staff, but also my patrons, to make sure all are welcome and experience a fine time here.  

  With this said, the person who has lodged this complaint is a charlatan, and I do request that you remove this review.  Upon conferring with my staff, my patrons that were present that day, and reviewing the footage on my CCTV system, it is obvious what transpired is not as ************ has alleged.  He arrived in the establishment nearly after 17:00, and proceeded to stay until nearly 22:00.  It was true that, at first, he was told the incorrect price on a product.  This was remedied, and yet he still proceeded to smoke not just one, but two of the same product.  Additionally, he ordered several drinks, and each time he rejected them, only to then settle on top-shelf beverages.  These he consumed, harassed customers by interjecting into several group's conversations, and otherwise irritating staff and customers alike.  By the end of the evening, he went to pay on the corrected bill (herein attached as a PDF), and his card declined the full tab, only paying partial.  It was at this point he became enraged, and began yelling obscenities at my staff, and said we had robbed him.  Upon explaining the full bill, the top shelf liquors that he had ordered for himself, he refused to pay, and still demanded that our establishment robbed him.  My staff proceeded to cover the remaining tab (again, reflected in the CASH payment to the tab), and asked him to leave, or to be officially trespassed by the ***************** Department.

  Now, due to this lodged complaint, I have personally refunded the remainder of the $27.87 that was charged to his card, and hope this further ends this nightmarish customer.  With that said, I hope this goes no further, and I would request that any further outreach between *********** and ******** Cigar Shop end.