Cigars International

a highly saught after Pipe Tobacco blend called *** from over seas was being sold online on this business web site. I completed 4 separate orders for 4 separate containers of this tobacco following their rules of not ordering more than one per customer. orders were entered while their site said they had product in stock and then this morning a ton of their customers are now being told that their orders are being cancelled because they said they don't have enough product. this has happened many times in the past and their computer systems for ordering they said needed to be fixed. this does not help the customer and they flat out refuse to fulfill back orders. I have had conversations through *** and do not want to help the current customers but constantly promise to fix the problem by fixing the IT problem.

I am frustrated that you have no customer service support on the weekends; even though you have people to take orders. I recently purchased a few items including a Macanudo pack that came with a lighter. The lighter's punch was defective, so I called to replace it. The rep sent me a lighter 5 times the size and without a punch; all I wanted was the same lighter and now I cannot even talk to someone.

Worst customer service in last 5 yrs in my opinion. I will never purchase again from this company because this isn't the first time they have disappointed on service. Do not expect them to do anything at all regarding your purchase.
There are better options suggest you look elsewhere and save the misery.

I made one order, and immediately found out that this company is a scam. I was called with an "exclusive" offer to join their club where they would send me cigars every so often. I vehemently said I did not want to join a club or any auto-order feature. Two months later I am charged $60 and get an email that my next shipment is on its way. This is a scam. please never order anything from them, I know I never will make this mistake again.

I wrote a complaint here on January 28. I received an email and a notification here stating Thompson Cigar would reimburse me for the charges to TOTALVALPL. Today they did. I have always been satisfied with Thompson Cigar and I am even more satisfied now. I will be careful what is clicked on my purchases from now on.
Thank you.

I've been a customer for awhile but my last order never made it to me. When I called about getting some resolution the customer service rep said I was lying and there was nothing to be done. I've spent hours on hold, multiple emails, etc and they've done nothing.

To top it off the whole time they kept trying to put me in a damn club. I've talked with my bank and stopped any incoming charges. I won't be dealing with them again unless this gets worked out.

Please let the manager know that I am extremely displeased with the scam you operate on your website. It's called Totalvalue plus and I never even heard of it until I noticed that they billed me for three months using your company name. Your company did me dirty by signing me up and playing dumb to the charge then transferring me to them on the phone.

Lucky they said that they will refund my money so I will have to wait an see on that. This has been a total pain figuring this out and a waste of my time. When called on it, they failed to make it right. I will have to find another cigar dealer.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Due to various Flights my package now had to go (cBack and forth across the continent), my cigars were delivered dried out and stale I do not accept their "dollar" certificate They should do the right thing and resend me fresh cigars They brag about the quality and service that they provide with their cigars and obviously do not stand behind what they sayThe reason I chose USPS 2-days was because I am local with their company I would never have ordered that delivery option if I knew they would ship my package all over the continent knowing that will harm the quality of the cigars (which is what obviously happened now) I want a new shipment free of charge to rectify their error and make up for the poor service they provided They need to stand behind what they say on their website.Sincerely*** ***(Excuse any typos as this was drafted on my phone)
Regards,
*** ***

Good morning,I've spoke with Mr** and have resolved the issueWe're accepting a return and Mr** will be issued a full refund upon receipt of said return.Best regards,Steve

08/02/2017To whom it may concern,I would first like apologize for the delay in responding to your concernit's no secret that we embarked on a software implementation in FebruaryI can provide you with a litany of circumstances which were the cause of your concerns, but it wouldn't change the
optics, Plain and simple we failed youA number of key mistakes were made, including but not limited to, not having a comprehensive customer communication strategy in place and not willing to admit the problems were as wide sweeping as they were.Looking back our preparation should have included increasing our Customer Care staffing to prepare for any unwanted consequencesAnother failure, the issues that occurred had a devastating effect on our ability to provide the level of service that you had become accustom to, for that we apologize.Our fulfillment center is back to operational, however our Contact Center is still working through some of the backlog in customer service issuesWe're working hard to get back to normalWe're hiring more people and providing more trainingWe're slowly making our way back to previous performance levels when it comesto our Customer Service department.We are well aware that there are plenty of reputable retailers out there to choose from, We are Well aware that we may have eliminated any hope of retaining you as a customerWe understand and respect that decision, in fact we would probably feel the same wayThat said, we've learned some valuable lessons over the past few months would welcome the opportunity to re-earn your business.If there are any lingering concerns please feel free to contact us at [email protected] We'll do what we can to make it right.Respectfully, TrishManager, Pipes and Cigars Customer Care

Dear *** ***,Thank you for contacting us regarding complaint ID *** from *** *** ***The order in question was placed at 11:39pm on Thursday, May 7, It left our Fulfillment Center the following day via Priority Mail as requested by *** ***On Monday, May he contacted
us to express his concern that the tracking information for his package indicated that it was in ColoradoAs a company that ships thousands of packages through the Post Office we see this happen from time to time and In the majority of these cases the post Office corrects the Issue and successfully completes deliveryThat said, we were hesitant to ship a new order to him so early in the logistical process, as We see delivery timeframes of up to business days with Priority Mail since this is not a guaranteed service.Sure enough, USPS was able to get the package back to Pennsylvania and it was delivered on Thursday, May 14, (5th business day).In the interest of customer service, and as redress for the delivery time that extended our quote of 2-business days, we have issued a gift card to *** *** via email in the amount of $20, to be used towards his next order.Sincerely,Stephen M. Director, Sales and Customer Service

You are a scam . You charged my credit card for a club I did not join. When I talked to you on the phone I was assured there would be no monthly charge. And now I am being charged 14.95 on my credit card I expect a swift resolution to this charge

08/02/2017To whom it may concern,Would first like apologize for the delay in responding to your concern, Its no secret that we embarked on a software implementation in February, I can provide you with a litany of circumstances which were the cause of your concerns, but it wouldn't change the optics
Plain and simple we failed you. A number of key mistakes were made, including but not limited to, not having a comprehensive customer communication strategy In place and not willing to admit the problems were as wide sweeping as they werelooking back our preparation should have included increasing our Customer Care staffing to prepare for any unwanted consequencesAnother failure, the issues that occurred had a devastating effect on our ability to provide the level of service that you had become accustom to, for that we apologize.Our fulfillment center is back to operational, however our Contact Center ls still working through some of the backlog in customer service issuesWe're working hard to get back to normalWe're hiring more people and providing more trainingWe're slowly making our way back to previous performance levels when it comes to our Customer Service department.We are well aware that there are plenty of reputable retailers out there to choose fromWe are well aware that we may have eliminated any hope of retaining you as a customerWe understand and respect that decision, in fact we would probably feet the same wayThat said, we've learned some valuable lessons over the past few months would welcome the opportunity to re-earn your business.If there are any lingering concerns please feel free to contact us at [email protected]'ll do what we can to make it right.Respectfully, Trish Manager, Pipes and Cigars Customer Care

08/02/2017To whom it may concern,I would first like apologize for the delay in responding to your concernIt's no secret that we embarked on a software implementation in FebruaryI can provide you with a litany of circumstances which were the cause of your concerns, but it wouldn't change the
opticsPlain and simple we failed youA number of key mistakes were made, including but not limited to, not having a comprehensive customer communication strategy in place and not willing to admit the problems were as wide sweeping as they were.Looking back our preparation should have included increasing our Customer Care staffing to prepare for any unwanted consequencesAnother failure, the issues that occurred had a devastating effect on our ability to provide the level of service that you had become accustom to, for that we apologize.Our fulfillment center is back to operational, however our Contact Center is still working through some of the backlog in customer service issuesWe're working hard to get back to normalWe're hiring more people and providing more trainingWe're slowly making our way back to previous performance levels when it comes to our Customer Service department.We are well aware that there are plenty of reputable retailers out there to choose fromWe are well aware that we may have eliminated any hope of retaining you as a customerWe understand and respect that decision, Tn fact we would probably feel the same wayThat said, we've learned some valuable lessons over the past few months would welcome the opportunity to re-earn your business.If there are any lingering concerns please feel free to contact us at ***@cigar.com, We'll do what we can to make it right.Respectfully, SarahManager

Thanks for the call today. I checked Mr***'s account and there was a credit issued in the amount of $processed on 8/21/2017. It appears that card was 'authorized',but never 'invoiced'. I will make sure that it gets sent over tonight.Best Regards,Steve

I received a notification from my credit card of a charge from TOTALVALPL. I didn't recognize it, so I asked my wife if she'd ordered something today from a place called TOTALVALPL, and she said no. I Googled it and found it was from Thompson Cigar. I thought I remembered something last month around the time I made an order and thought it was a part of the order. I looked and sure enough, there was a charge last month also. Now I've got to find how many other of these charges I've allowed to slip by. I am a regular customer of Thompson Cigar and have recommended them to people, however I've never willingly or knowingly joined any club, etc. I will call both my card company and Thompson Cigar tomorrow. I will dispute the charges with my Credit Card. I am very disappointed with Thompson Cigar.

08/02/2017To whom it may concern,I would first like apologize for the delay in responding to your concern, it’s no secret that we embarked on a software implementation in FebruaryI can provide you with a litany of circumstances which were the cause of your concerns, but it wouldn't change the
optics, Plain and simple We failed youA number of key mistakes were made, including but not limited to, not having a comprehensive Customer communication strategy in place and not willing to admit the problems were as wide sweeping as they were.Looking back our preparation should have included increasing our Customer Care staffing to prepare for any unwanted ConsequencesAnother failure, the issues that occurred had a devastating effect on Our ability to provide the level of service that you had become accustom to, for that we apologize.Our fulfillment center is back to operational, however our Contact Centers still working through some of the backlog in customer service issuesWe're working hard to get back to normalWe're hiring more people and providing more trainingWe're slowly making our way back to previous performance levels when it comes to our Customer Service department.We are well aware that there are plenty of reputable retailers out there to choose fromWe are well aware that we may have eliminated any hope of retaining you as a customer, We understand and respect that decision, in fact we would probably feel the same wayThat said, we've learned some valuable lessons over the past few months would welcome the opportunity to re-earn your business.If there are any lingering concerns please feel free to contact us at [email protected], We'll do what we can to make it right.Respectfully, Trish Manager, Pipes and Cigars Customer Care

Dear *** ***,Regarding the complaint from *** ***The credit card that used on this transaction was refunded on 5/14/2015.We have been dealing with *** *** on this matterThe account information has been updated to eliminate the situation from
occurring againAfter the refund and the update to the account, we spoke with *** and he indicated his satisfaction with the resolution.Please let me know if you have any questions.Thanks,Steve M.Director, Sales and Customer Service

Good morning,Please accept my sincere apologies for the handling of this return and subsequent refundI'm having your *** account refunded in the amount of $The refund should post in the next 24-hoursThank you for your patience.Respectfully,Steve

I filed a complaint last week, complaint #***, and have new informationI was sent confirmation that orders had been processed and paid for and that I would be notified when shipping occurredThere hasn't been a word and or email to customer service have been completely ignoredI tried
their phone # and I get the fast busy that you hear when service has been disconnectedI'd like to receive either the cigars or a refundI've been a customer for nearly years and have never experienced this level of disdain for paying customersAre they still in business? They have about $of mine that I really can't afford to loseCigars or refund please.TranslateDesired Resolution / OutcomeDesired Resolution: Delivery of OrderDelivery of OrderselectDesired Outcome: I'd like to receive either the cigars or a refund for $