Cigars International Reviews (298)
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Cigars International Rating
Description: Cigar & Cigarette & Tobacco Dealers - Retail
Address: 1911 Spillman Drive, Bethlehem, Pennsylvania, United States, 18015
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+1 (484) 285-0440 +1 (888) 792-2442 |
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Just got a fraudulent charge on my account from Cigars International. Someone there is using stolen card numbers, or the thief used my number to order $149 worth of something. If so, I hope they get the same lousy customer service everybody else is complaining about. The charge is disputed and I'll have my money back tomorrow. My card's cancelled and a replacement on the way.
I had received a brochure in the mail for a promo which seemed like a great deal. Their service was horrible, they waited past the time of the promotion to ship and then canceled my order.
Any attempt to reach them was left dry and unreachable by either phone or email.
Company charged my card 3 times, held my order for two weeks I called and emailed. No reply. Until after one hour on hold they said their shipping a new order, refused to expedite, charge more and made all these extra requirements to receive order. Still have not gotten order. No accountability, no customer service, saying can't expedite their shipment and not their fault order never shipped.
I have an unauthorized charge from this company. I have never heard of this company until this charge showed up in my bank account.
We sincerely apologize for the attempted
charge on ***’s credit card. Our fraud prevention processes
effectively stopped the charge from moving forward and the authorization has
been released back onto her card.
We had a member of our management team
contact the customer to better explain our practices and reassure her the attempted
order was not processed since it did not pass our various tests. We have recommended
that she still report this to her credit card company and request a replacement
card. We employ the latest state of the art internet
security to store our customer’s information. Our website is secured by the
latest *** Internet Security and is tested multiple times daily. Our company
follows the toughest PCI (The Payment Card Industry Security Data Standard)
Compliance guidelines to secure customer information. These established standards
are necessary for us to be able to process online cigar orders. Once an online order is placed, credit card
numbers are encrypted and become unreadable by sales or customer service staff
members. Orders are automatically downloaded into our order processing system
with credit card information relocated to a separate encrypted server.
Essentially order information and credit card information are stored on
separate servers. We can assure you that we exceed industry standards to
provide a secure online ordering environment and we are confident that your
credit card information was not compromised as a result of our ordering process
system.Please let us know if there is anything else
we can do to assist in this matter. Sincerely, The Cigars International Customer Care Team
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
The company called me within 2 days of initial complaint. The charge was deleted from my bank account within minutes.
Regards
Made an order on 6/24/20. Tracking shows it was shipped and made it to a shipping sort center on 6/30/20. The package has not moved since. Ive called the customer service number twice and been on hold never got in touch with someone and have also sent 3 emails with no response over a week ago. Very lacking in customer service if they have any at all. Been a long time customer and cant believe they how they ignore you when there is a problem. All I want is my cigars or a refund.
We sincerely apologize for the lost shipment and the difficult time that *** had in trying to reach our customer care team. We are experiencing higher than normal call and email volume, but are working diligently to hire and train more team members to better serve our customers.
We had a member of our management team reach out to *** to resolve this matter. We have sent a replacement order, substituted an item that was now out of stock, and have provided him with a $25 coupon that he can use on his next order.
Once again, we truly apologize for the recent experience *** had with our company and we are working hard to improve our service levels.
Please let us know if there is anything else we can do to assist in this matter.
Sincerely,
The Cigars International Customer Care Team
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
On 06/30/20, I placed an order for cigars and cutters, with an estimated delivery date of 07/09/20. I received an email stating my delivery would take longer than expected, arriving on 07/13/20. On 07/14/20, my order had not arrived so I called a Thompson Cigars customer service representative for help. Hold time, and a rep telling me the cigars I ordered were not available, and I could NOT cancel the order, but they would replace the out of stock cigars with some I consider of lesser quality, took over 34 minutes. I believe this is called "bait and switch", when the representative would not allow me to cancel my order, get a full refund, and instead offered to replace the desired cigars with cigars I would not/did not order.
The merchant contacted me today, and this issue has now been resolved.Thank you for your help.
Service has declined significantly!! No response to e-mail customer service f orms. Phones not answered. Items never received. Incorrect items sent.
I would suggest that people not order. Hopefully they can correct their problems and get back to the company they used to be.
I ordered the *** 10-Cigar Combo Sampler which Includes: 1 x *** Quad Torch Lighter, 1 x *** 10-Count Travel Case, 2 x *** (6" x 50), 2 x *** (5" x 50), 2 x *** (5" x 50), 2 x *** (5" x 50), 2 x *** (5" x 50)
I received a lighter, 10-count travel case, 5 java cigars, and 5 unknown *** cigars which I did not order.
We sincerely apologize for the shipping error that *** recently experienced with our company.
We had a member of our management team reach out to *** to resolve this matter. We have set up a replacement order for and are working closely with our shipping department to prevent this same error from occurring again.
Please let us know if there is anything else we can do to assist in this matter.
Sincerely,
The Thompson Cigar Customer Care Team
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
On 5/24/2020 I placed and order with CI that was for $178.11. I received my order on 6/2/2020 and one of the items was *** Cask Blend Collection 5 Cigars with Glass set. When I opened the package both glasses were broken. One was cracked and the other shattered all over the cigars. I 6/3/2020 I sent an email letting them know through their Customer Service Site. I had not heard anything back from then so on 6/9/2020 I called and was on hold for 30 minute before getting through. I spoke to someone who offered to send a replacement right away. I noticed that same day that there was another order placed on my acct and was in a processing status for the *** Cask Blend Collection 5 Cigars and glass set. The order is still in processing status as of 7/7/2020. I called several times and was on hold for more than 45 minutes each time before giving up. I sent an email inquiry on 6/27 and 7/3 which have not been answered yet. Today when I call the customer service number it is just busy. I am requesting that the replacement item is sent immediately or if it cannot be I would like to be issued a refund.
We sincerely apologize for the damaged shipment and the difficult time that *** had when trying to reach out customer care team. Due to the recent pandemic, we have been experiencing higher than usual volume and are working diligently to hire and train additional team members to better serve our customers.
Unfortunately, there was an error made in processing ***'s replacement order. We apologize for this, and have coached back the agent to ensure that this will not occur again. We had a member of our management team reach out to *** to resolve this matter. We have processed a no cost replacement order and have included an additional sampler as an apology for the frustration and inconvenience this situation has caused.
Please let us know if there is anything else we can do to assist in this matter.
Sincerely,
The Cigars International Customer Care Team
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I ordered some pipe tobacco from Pipes and Cigar The order was shipped on 6/10/2020. The package made to Memphis. I contacted *** and they said that isn't one of there tracking numbers and when I emailed USPS they say they never got it from ***. I've emailed Pipes and Cigars 4 times and never received a reply. I tried their customer service number and listened to a recording telling me how important my business was to them for over 30 MINUTES and never got anyone to help me out. I hope you can help me out. Thank You.
We sincerely apologize for the lost order and the difficult time that *** had trying to reach our customer care team. We are working diligently to add and train more team members to better serve our customers.
We had a member of our management team reach our to *** to resolve this matter. We have set up a replacement order and will be shipping with a different carrier to prevent the same issue from occurring.
Once again, we are very sorry for the poor experience *** had with our company and we are working hard to improve our service levels.
Please let us know if there is anything else we can do to assist in this matter.
Sincerely,
The Pipe and Cigars Customer Care Team
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I placed an order with Cigars International on June 12th and paid for it using PayPal. today is July 3rd and still no cigars. it says on there website it shipped but when I check the tracking info from *** it says label created awaiting shipment. I have tried calling there customer service number numerous times but you get put on hold and no one ever answers. I have tried contacting them three times using the contact form on the website and never get a response. all items ordered were listed as in stock at the time my order was placed. this has happened to me one other time with this company and they gave me some BS excuse that they were switching computer systems and my order "fell through the cracks" never did get that order. I do not recommend anyone order from this company.
We sincerely apologize for the lost order and for the difficult time that *** had trying to contact our customer care team. We are experiencing higher than normal volume, and have faced staffing and training challenges due to the pandemic. We are in the midst of training and adding more members to our customer care team and are working hard to reduce wait times to better serve our customers.
We had a member of our management team reach out to *** and have sent a replacement order, along with an addition item. In addition to this, we have created a $100 coupon, ***, that he can use on his next order with us.
Once again, we are very sorry for the poor experience *** had with our company and we are working hard to resolve these issues.
Please let us know of there is anything else we can do to assist in this matter.
Sincerely,
The Cigars International Customer Care Team
Ordered cigars, on three day shipping on 15 June. Order Confirmation # *** for $136.37. Company does not answer the phone. Wrote in formal complaint. They called me on 25 June and said they'd shipt and never did. Charged my credit card.
We sincerely apologize for the delay in processing ***'s order and for the difficult time he had trying to reach our customer care team. We are experiencing higher than normal volume, and are working diligently to add and train more team members to better serve our customers.
We had a member of our management team contact *** to resolve this matter. We have provided his order for free and overnighted his order. It is expected to arrive today, July 9th. In addition to this we have also created a $75 coupon, ***, that he can use on his next order.
Once again, we are truly sorry for the recent experience that *** had with our company and we are working hard to prevent this from occurring in the future.
Please let us know if there is anything else we can do to assist with this matter.
Sincerely,
The Cigars International Customer Care Team
I ordered cigars on June 29, 2020 and was given a delivery date of July 2. Their web site says: "Due to delays caused by shipping carriers, some packages may experience extended shipping times." This is standard during covid-19, however, this should not affect processing the order and responding to several messages. I sent messages online, via *** and *** asking to update my email as the one on file is old. As well as the status of my order. I've never received a response. I did get a message on *** and *** saying my message was sent to the Customer service management team, but never received a response. I used a gift card from my wife and the balance paid on a credit card. Unfortunately at this point, I'm not satisfied with the lack of customer service and regret that my wife spent money on a gift card.
Order Confirmation # *** / June 29, 2020
We sincerely apologize for the long order processing time and the inability that *** had when trying to contact our customer care team. We are working diligently to add more resources and members to our team in order to better serve our customers.
There was a processing error with ***'s order. We had a member of our team fix the order and expedite the shipping method so that it could arrive by 7/7/2020. It was delivered on 7/7/2020 at 6:28pm. We have also created a $50 coupon, ***, that can be used on his next order with us.
Once again, we sincerely apologize for the recent experience that *** had with our company.
Please let us know if there is anything else we can do to assist in this matter.
Sincerely,
The Cigars International Customer Care Team
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
this company is a joke. I paid for 2 day shipping and they shipped it normally and received it 10 days after it shipped. Thompson would not reimburse my expense for 2 day shipping I paid for and only offered a $10 coupon then ignored after this. This company is a joke and would NOT recommend them to anyone.
We sincerely apologize that ***'s order did not arrive on time. We have recently stopped using that method of shipping, due to the feedback provided my our customers.
We had a member of our management team reach out to ***, but she was unable to reach him. We left messages explaining our resolution. We have refunded *** for the expedited shipping. In addition to this, we have created a $50 coupon, ***, that can be used on his next order with Thompson Cigars.
Once again, we are terribly sorry for the recent experience that *** had with our company.
Please let us know if there is anything else we can do to assist in this matter.
Sincerely,
The Thompson Cigar Customer Care Team
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I ordered a gift set on May 24th. I received it on June 7th and the 2 glasses were shattered. I called June 9th to request they send another set out or issue a refund. They told me they would send another set out right away. Here it is July 3rd and I do not have the new set or a refund. I can see the order online from June 9th and it is still processing. I have emailed twice and called customer service 6 times. Each time I was on hold for over 45 minutes and they never picked up. They will not be getting my business anymore.
Ordered products from their website cigarbid.com on April `5, 2020. Even after numerous emails and letters I have not heard back from them. Package tracking information states that the package was returned to them. Numerous time I call customers service but could not get through. Order number is
We sincerely apologize for the carrier issues and difficult time *** had in trying to reach our customer care team.
We had a member of our management team reach out to *** to resolve this matter. We have refunded him in full for the returned order. In addition to this, we have sent a complimentary order to *** as compensation for the inconvenience and frustration that he experienced with our company.
Please let us know if there is anything else we can do to assist in this matter.
Sincerely,
CBID Customer Care Team
I have tried contacting them through phone email and social media with no response about my missing products and duplicate or extra billing to my *** account with no response I had this same issue with another company and just realized they have the same address but different numbers and emails I feel like they have just taken my money so I have filed a complaint on them both
We sincerely apologize for the billing issue and difficult time that *** recently had trying to reach our customer care team. We are diligently working on adding more resources and representatives to our team to better serve our customers.
We had a member of our management team reach out to *** to assist in this matter. We worked with *** and our Accounting department to have the duplicate/authorization charges voided.
Once again, we sincerely apologize for the frustration and inconvenience this has caused.
Please let us know if there is anything else we can do to assist with this matter.
Sincerely,
The Cigars International Customer Care Team
Thank you for bringing this to our attention. We are very sorry for the delay in the second refund. The processing failed, and we had to reprocess the refund this morning, July 8, 2020. It went through successfully, the transaction numbers for this are: *** for $13.77 and *** for $5.30.
Please let us know if there is anything else we can do to assist in this matter.
Sincerely,
The Cigars International Customer Care Team
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I purchased ~$300 worth of cigars from them on 6/22 and paid for 3 day shipping. Over a week later and my order is pending processing. After four calls, waiting an hour each, I still don't know when my order will be shipped out. I was promised free overnight shipping because of the delays. Sadly, while waiting on the phone again, this time for 62 minutes, I noticed they are charging me for the overnight shipping "Next Business Day $18.74". At this point I just want a FULL refund but I can't get anyone to answer the phone.
I ordered a sample pack from Cigars International along with another special. The package came and was short even though the packing slip said it shipped complete. I have called numerous times and kept on hold only to have the call dropped. I logged on to their site and lodged a complaint three times and no one gets back even though they say you will have a response in 24 hours. It is not a lot of money, but frustrating. They owe me a 5 pack of ***.
We sincerely apologize for the missing product and the difficult time that *** had trying to reach our customer care team. We are working diligently to add more resources and team members to our customer care team in order to better serve our customers.
We had a member of our management team reach out to ***. We sent the missing items and they were delivered on 7/3/2020. In addition to this, we have created a $50 coupon, ***, that *** can use on his next order with us.
Once again, we truly apologize for the poor experience that *** recently had with our company.
Please let us know if there is anything else we can do to assist with this matter.
Sincerely,
The Cigars International Customer Care Team
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Ordered 29 May 2020. Expected arrival date 09June2020. On 05June2020 the items had not shipped. So I started calling the company. I called them every day from 05June2020 to 28June2020. They never answered the phone. I also attempted via social media, their email "contact us" form and *** maps business listing review. I received zero responses. I called my credit card company in order to ask for advice. I was advised to, and I took the action of, claiming a fraudulent charge on my credit card. The credit card company said they had seen numerous transactions like these as of late. After filing a fraudulent charge the company then proceeded to reach out to me. I was told via email "As of this time, your account has been stopped and, you will not be able to order with us or any of our sister companies until the chargeback is resolved. We are truly sorry for all the delay and inconvenience with your order." I proceeded to research the company's social media page to find numerous accounts of the same issue I am having. Orders missing, non-existent customer service, etc. This problem is systemic. It makes me wonder if this company is committing fraudulent actions against their consumers.
We sincerely apologize for the recent experience that *** had with our company. We are diligently working on adding more resources and representatives to better serve our customers.
Our Director of Customer Service and Sales reached out to *** to resolve this matter. We set up a no cost replacement for him and have cleared the hold on his account in hopes that he will try us again in the future. His order is expected to arrive tomorrow, July 2nd.
Once again we truly apologize for the recent experience that *** had with our company.
Please let us know if there is anything else we can do to assist with this matter.
Sincerely,
The Cigars International Customer Care Team