CWS
<b>Lead Moderator</b>
I think it would have been one thing is a cigar retailer was standing across a counter and made the second statement.  As it is it is just a simple response.  Many, many folks do not know the difference so they explained it.  AT that point I would have said, nope mold and here you go.  Some customer service rep is just following a script but still said they would refund or replace the cigars.  I have received fuente cigars with mold from top notch retailers.  It happens.  I really did not see them being disrespectful or making an issue.  I am sure if you handed them the cigars in person, assuming this is a respectable retailer, they would have identified it as mold.  Really hard to do long distance.  Now Jon stepping in and taking care of you is just an example of a quality company.