Expert: James Yee - 10/14/2007

Question
Dear James,

I was unlucky enough to order from CubanHabanosCigars.net, and when I received a suspicious box of Montecristo #2s, I researched and found that another user here (Alan) had asked you for advice on them.

My box had exactly the same problems as Alan's box had: 2 very different box codes (in fact, I also had the EDC UTCC code) and various other discrepencies. I have emailed CubanHabanosCigars.net saying that I did not feel comfortable with the order, and want to return the box for a complete refund. I have yet to hear from them.

My question is how would you go about disputing the charges with the credit card company? I am based in the UK, and Cubans are legal here. Do I tell the CC company I received a box of fakes and want to return them as soon as the merchant provides me with a return address?

Many thanks for your kind help regarding this matter.

Kind regards,
-Idrees

Answer
Hi Idrees,

After you’ve emailed the merchant, what you should do is wait a few days and give CubanHabanosCigars.net an opportunity to reply.  CubanHabanosCigars.net may offer you a refund providing you comply with their return policy.  If they do offer you a refund, follow their return procedure carefully and hopefully there won’t be any problems or delay for that company to refund your money.  (With questionable businesses, there’s no guarantee how prompt and reliable their service is.  Most questionable retailers will take your money and then forget who you are or be lazy/slow in sending out a refund.)

If the company does not reply to your email(s) at all, then you can contact your credit card company and inform them of this retailer’s fraudulent activity and they will be able to help you get your money back.  Credit card policies and procedures for getting your money back varies by credit card company so simply call them and tell them exactly what happened; you ordered a box of cigars from this company, realized that they are counterfeit and that the fraudulent company will not respond to your queries or refund your money.  The credit card company should be able to assist you in getting your money back quickly and guide you through the process, step-by-step.

Also, be sure to keep a record of ALL the emails you sent and the email replies that you’ve received (if any) from CubanHabanosCigars.net.  If anything should happen such as the company not refunding your money after you’ve returned the cigars or they won’t reply back at all, you will have a paper record showing that you did the right thing in attempting to get your money back from them and this will greatly help the credit card company in getting your money back.

I hope this answers your question. If you have any more questions, please feel free to just ask and I will be happy to help.

Regards,
James