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| - Careful if you are a "VIP": I was a VIP member for over a year, maintaining a locker as a part of my membership. Today I went in to enjoy one of the cigars from my locker, only to find that Management had emptied out my locker and that none of my 25-30 cigars were there. When I inquired as to where my property was, I was given a series of unsatisfactory excuses as to why my cigars were missing.
First, the discussion centered on the new owners cleaning out the lockers. The initial rationale given was that poor record keeping by the previous ownership/management team resulted in memberships lapsing with no accurate accounting for who was an active member and who wasn't. The theory seemed to be that as people came in, their membership could be verified and discrepancies corrected. Mind you, we had to provide contact info when we purchased our memberships, so it should have been easy to start with a call (and I received no such call), but I could almost buy this reasoning, until I asked for my cigars. I was then told I only had 3 in my locker when they cleared it out. I called them out on that lie, so the story changed.
Next, I was told my cigars were removed and destroyed because they (management team) failed to maintain the lockers and my cigars had gotten moldy. Again, I tried to make sense of & accept this, and asked "so how do you intend to compensate me for my property?" At this point, the employee with whom I was speaking (who was nice and appeared to just be sticking to the course of action she'd been given) started trying to relay to me how this was partially my fault because I didn't call me in all that often. Again I reminded her that my phone number hadn't changed and repeated my question about compensation; this is when I found out that not only did they destroy my property, but they didn't even inventory it so I could be reimbursed. To be fair, they did eventually agree to replace some of the higher-end cigars I had, but the total was less than half of what I know I lost. On the heels of this revelation, came the most surprising request: they asked if I'd be renewing my membership!
Fundamentally, it appears they either lost or never really appreciated the concept of customer service. Most who sign up and pay to be VIPs, or even those who don't, want to be treated as valued customers. Today, they made me feel as though neither my business nor my property were worthy of their respect. If they couldn't be bothered to contact their VIP members to let them know Management/rates were changing, or that our property was damaged while in their care, then how much do they really value our business.
The facility is nice, and I had many positive experiences in the past, but after this episode, I won't be spending my money there, nor can I recommend it to anyone else.
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