Just wanted to share a recent experience with you BOTL about an order I recently received. Per @Glassman and his post about 5ers at Cigarpage, I ordered a 5 pack of Dirty Rats for $55 shipped. They arrived last night and the tails were missing / broken / smashed on all 5 cigars. I emailed them and didn't get a response so this morning I followed up via live chat - they offered some of their "cigar points" as a resolution. Took me another 15 minutes of telling the agent that I didn't want their points, but I wanted an exchange. She asked for a photo, which I took and emailed to them. Their policy on exchanging? Mail them back the smokes via UPS, once they arrive and inspect, they resend. Am I unrealistic to think that they should be sending the smokes upfront along with a shipping label via email and we would "mail them at the same time"? Or should I have to wait 7-10 days for an error that was on them? Anyhow, I'm just returning them for a refund and they'll never get a dime of my business again. Too many solid vendors with good deals to piss with poor customer service.