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Complaint Details
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Initial Complaint
10/18/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have contacted this company numerous times out my order placed July 22, 2021. I was finally told that my estimated ship date was October 10th and that they were "working with the head of production" on my order. I have spent $3,775.00 on an in-wall cigar humidor and still to this day I am without the product that I ordered, no further response and no tracking number. Ordering from this company has been nothing but a headache and I would like a full refund immediately.
Business response
01/11/2022
Business Response /* (1000, 14, 2021/12/01) */ Vigilant's response - Rob S****, Chief Operating Officer Please see below for the last correspondence with ******. In summary: We were not nearly as timely in our communication with ****** as we should have been, as we routinely are. Though we were in a transition period and not staffed as we are now, there is no excuse for that. This is a rare complaint. Once ****** and I connected, I attempted to resolve with a credit or discount for the delay. Also, I requested a meeting to hear the feedback and do whatever we could to make it right. ****** declined the offer and passed on a meeting. ****** then requested a full refund which we agreed and processed. Vigilant's interaction with ****** - w/ Chief Operating Officer. On Oct 19, 2021, at 8:31 AM, Rob S**** <******@vigilantinc.com> wrote: ******, hello, I have now seen and reviewed our correspondence on your Humidor order. I do see that the lead time changed considerably from the initial estimate. We work very hard to prevent that. It does happen though, unfortunately. What should never happen is a lack of communication with you. It bothers me deeply that is the case here; it is not reflective of who we, what we strive to be as a company. I can assure this will not be the case in the future. I hope we can sort this out. It's a fantastic product....we want to get it into your hands. We reviewed the schedule and have opportunity to have your Humidor complete and shipped by end of month. I will be your direct point of contact now. Please let me know your thoughts. Thank you, Rob On Oct 19, 2021, at 8:51 AM, Rob S**** <******@vigilantinc.com> wrote: Thank you for the quick response. One more item ... Also, I am certainly willing to reduce/credit a portion of the cost due to the customer experience. I appreciate your attention to this. Once again, I am not interested. I just want a full refund. On Oct 19, 2021, at 9:43 AM, Rob ***** <******@vigilantinc.com> wrote: Hi ******, is there a time we can speak today? I understand your position. I would still like to speak with you about this. I promise not to take too much of your time. I have recently come on board here and want to share with you some additional perspective. I would really appreciate. Thank you, Rob Rob S**** Chief Operating Officer Vigilant, Inc. ******************************************** ************ www.vigilantinc.com ******@vigilantinc.com Blog Facebook Instagram Twitter Pinterest YouTube
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1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.