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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I ordered cigars as a gift for my father-in-law’s birthday. A few days later I received a email asking for ID verification. I confirmed my age with ID, and I was told my order was placed in processing. On the 15th (over 1 week later), I had not received my order or any contact from the company. I called their customer service, and they said that they cancelled the order yesterday because they couldn’t contact me. I did not receive any further emails or calls from the company since the ID verification on Jan. 7th. They then told me I could make a whole new order since my original order was cancelled. I asked if they could help me out and expedite the shipping because it is past my father-in-law’s birthday, and they said only at my expense. Not only did they just cancel my order without contacting be they also refused to make ammends for their poor customer service.
Good morning,
Concerning ***’s order, as part of our ongoing efforts to ensure the security of our customer’s accounts, after age verification was completed we needed to obtain additional verbal confirmation of specific details related to his order. We contacted *** by phone on January 7th, 2019 and left a voice message asking him to contact us back. Because we did not receive a return call, the order was cancelled. Since the order was not shipped, the initial authorization to ***’s credit card was reversed and did not result in any charges.
We would like the opportunity to work toward a resolution for *** and have reached out to him by both phone and email several times but we have not received a reply. We encourage him to reach out to us directly for resolution.
Best regards,
Steve M
PS - we did attempt to reach *** to address his concern, we've not be able to make contact.
Dear *** ***,Thank you for the opportunity to address *** ***'s concern, We spoke with *** *** by phone on September 10, and arranged for a replacement humidor to be sent out to him, Both Cigars International and *** *** consider the matter resolved.Please feet free
to contact me with any further questions,Sincerely,Stephen M.Director, Sales and Customer Service
To 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 February, I 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, 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 ***We'll do what we can to make it right.Respectfully,Sarah Manager, Cigar.com Customer Care
Good morning,Please accept our sincere apologies for how this situation was handledThere is a miscommunication on our partThe circumstances described would trigger an internal controlsIn this case a *** account verification would be neededThat verification would not include the credit
card information*** account verification is the account email address or the shipping addressWe've updated our training materials and have begun a refresher training with staff.If your still interested in placing and order we would very much like to make this rightIf you are please contact me at ***@cigarsinternational.com and will take care of it.Respectfully,Steve
Good morning,Please accept my sincere apologies for the trouble you had with this orderIf I would told one thing and then another I would feel the same wayI'm shipping you a replacement order overnight today, for tomorrow delivery.All of the correspondence surrounding this transaction will be
reviewedAll parties involved will receive the necessary refresher trainingI appreciate your patronage and have a great holiday season.Respectfully,Steve
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.
Refund of $received 9/15/2017.Thank you for your assistance in this matter
Regards,
*** ***
Same as the other stories I've read on here! I have ordered from Thompson several times but last time I did was almost a year ago. And now I noticed the last three months they have taken 14.95 out of my account! Unauthorized charges! Never will I do business with them again and I would like to know how to get my money back they stole from me!
What are you people doing? I ordered almost $400 worth of cigars in September in two orders. The only thing I 'signed up for' was I said yes to a 10% off military discount. This company has charged my credit card for some generic membership account for the past 3 months. TOTAL VALUE PLUS?
All the shipments were delayed or they were out of stock/back ordered and each shipment charged when shipped so I assumed these were parts of my order when I would see charges from Thompson Cigar in Oct and Nov. Now I had all my cigars delivered so I questioned seeing a charge in December and called AMERICAN EXPRESS. They told me these guys have been charging me 14.95 each month since October! I never signed up for Total Value Plus! I didn't need shipping rebates as I got free shipping due to my order being over $100. Deceitful tactics. I only find out AFTER all my shipments have been delivered. I feel like I've been duped. Why would you do this to a customer making a $380 order? Silly, online transactions take trust. I never signed up for the program, nor did I approve a monthly subscription plan. Make this right. I want my all money refunded. I see here that I'm not the only one that has been misled. Stop this. You say you are a hundred year old company... Is THIS how you got here?
On December 26 2018 I placed Order Confirmation # *** With Cigar International. At that time they had a promotion going where by the 27th of December 2018 they would email a coupon code in the amount of $35.00 I never received the code. Upon calling was informed that because I used gift cards I was not eligible. However when I read the condition of the promotion and that was not stated anywhere. I would not have placed the order and have used my gift cards if this was made clear. I send a lot of money with CI and this type of thing seems to be a reoccurring theme.
To whom it may concern,
Thank you for the opportunity to address ***’s concern. We’ve spoken to *** and were able to provide him with a coupon in the amount of $35 to honor his request. As such, we consider this matter closed. Please feel free to contact me with any further questions.
Sincerely,
Steve M
Director, Sales and Customer Service
[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 has charged by credit card for their membership account for the past 2 months. To my knowledge, I never signed up for this. I ordered one on-line order for In October and was signed up for their total value plus. This is a horrible company. I never saw any thing to check or Uncheck about a value club. I never signed up for this nor did I approve them to continue to take money from my credit card. I want my money returned. This is ridiculous. I place a order and the company and signed you up for pointless club to take your money
Scam is correct. They shipped as agreed. But they make unauthorized charges to my credit card. They have a pattern of doing that. They are not an reputable company to do business with. My advice is check your credit card. Call your card company and report them.
This company has charged by credit card for their membership account for the past 12 months. To my knowledge, I never signed up for this. I ordered one on-line order for my husband and was signed up for their total value plus. This is a bad company
Scam. I did place an order with Thompson Cigars. They subsequently charged my card $14.95 on a recurrent basis without shipping any merchandise. Scam
WARNING! SCAMMERS!
Like everyone else on here it seems, I placed an order a couple months ago without signing up for anything and today they charged my card with no warning, no notification, no service rendered, no product delivered. I never even allowed them to save my payment information. It looks like they make sure you are unaware of it and a lot of customers noticed past the chargeback deadline and simply got robbed. Unbelievable.
100% scam. They sell rotten/defect cigars. Just file a chargeback with your card issuer immediately and report the company here. They make claims to refund customers but take 60-90 days which is usually past the period of chargeback rights. Unbelievable that companies like this don't get prosecuted after years of rampant fraud.
Unable to process simple order.
Good afternoon,
Thank you for the opportunity to address ***'s concern. Please accept our sincere apologies for our inability to fulfill the order. We make every effort to protect customer information. One of those measures is to request an account verification from customers under certain circumstances. For the order in question, we located two accounts for *** with different street addresses, email addresses etc. We were unsuccessful in verifying the account information and the credit card transaction declined.
With regards to a full refund, we authorized the amount of the order at the time the order was placed, but never completed the transaction and captured the funds. If ***'s bank records indicate differently, please feel free to forward us a bank statement (please remove/blackout any pertinent account information) and we'll gladly issue a full refund.
Respectfully,
Steve M
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this becayse the answer is incorrect. According to *** the charge was APPROVED. Both *** and I did everything we could to help CI but they refused to escalate the issue or offer any path to a solution.
Regards
Would give a zero if available.
I have ordered from Thompson's for years. Due to an illness and mounting medical bills, we have been reviewing our bank statements much more closely and noted a charge for $14.95 to BP THOMPSON CO *TOTALVALPL 866-2924302 FL. Upon calling them we learned that this company is called Total Value Plus and are affiliated with Thompson's Cigars.
Multiple Complaints can be seen: ***
or simply search for Thompson Cigar Dupe!!
Upon reading that a few people found out after the fact that they had been charged this multiple times by Total Value Plus, which offers a discount and many different places, NONE that I would use nor did I authorize this charge. I have removed my card from their web site, that was used to pay for my orders in the past. I sent them an email and will call them tomorrow and ask how many times I have been charged this amount and ask for the return of my monies.
One person said that there is a default box you must UNCHECK not to have this happen.
While the cigars were decent and at a fair price, there are other companies out there that I can purchase from. I will now use reddit for reviews.
Unscrupulous Thompson Cigars should be ashamed of themselves.
Yes, I was refunded, and it is appreciated. HOWEVER I was not told HOW we were signed up for this "club" and did not ever get an email confirmation NOR a welcome packet, or I would have put a stop to it before it was several months into the charge. I went through all of our emails to July 2018, when I signed up for the Cigar Club. I also cancelled my current Cigar Club Membership with them. Their cigars are good and decently priced. WHY would they offer a a discount on cigars that are already discounted, and honestly, I believe most often, the shipping as already free. This TVP Club is obviously PART of Thompson Cigars, as Thompson Cigars replied to my Revdex.com complaint. However when contacting either one the TVP or Thompson's, I was referred to the other.
I went and read their Privacy Policy, and under #3, they admit to sharing some of your information with "Network Advertising". It took me literally 30 minutes to opt out of that once I found it! I imagine my junk/spam mail will slow down. I have looked all over the internet, and there are so many complaints, I was very surprised. I hope that in the past, I have not missed this charge. If you just search Thompson Cigars, the complaint sites come up everywhere, including the Revdex.com, (actually the worst Revdex.com report I have ever read) also Reddit, Ripoff Reports and many more. Just type in ThompsonCigarsDUPE. Folks have said that they have many side bar offers, and I am assuming I hit something that offered a discount on my cigar club I was ordering. Someone else said you have to un check a box that is pre checked. This is the link to the TVP site, which obviously is part of Thompson Cigars. https://www.totalvaluesplus.com/store/common/termsconditions.jsp?title=termsconditions I have now stopped contact with Thompson Cigars. I am rather sad about finding this out about them. I really do hope it has not affected me in the past, and went unnoticed. I am sharing this experience with my friends who also smoke cigars and purchase from Thompson's. Reddit actually has a cigar lounge and folks discuss the deals they have found and what site they are on. Thompson Cigar's, I am only one customer, and I am sure it will not hurt your bottom line. I am positive that many folks are paying the TVP membership fee and not knowing about it. I cannot prove that, but have read several reports of that being the case.
On May 1st we placed an order online for a weekly special that at the time of ordering shown in stock. As of September 8th we still have not received the order. I August we got an email to call the company because of "payment issues." When I called the representative said our order was in but because they had taken so long my *** payment had expired. I really do not like giving credit card info over the phone but being upset over this order I did. After give the card info the representative gave me an "oop, that order is not actually in stock after all" and said she would call me back to take it again when it was with only her word that the credit card info was deleted. Now we are sitting nearly 5 months out and with fears our info might not be secure because of their poor logistics.
We sincerely regret the inventory discrepancy that caused ***’s order to not be shipped. We have attempted to contact *** by both phone and email but we have been unable to make contact. As a resolution, we have issued a coupon to ***’s account that he can use toward a future order.
We absolutely understand ***’s concern for the security of his payment information. We employ the latest state of the art internet security to protect our customer’s information. 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 order is placed, credit card numbers are encrypted and become unreadable by sales or customer service staff members. We can assure yoU that we exceed industry standards to provide a secure ordering environment and we are confident that ***’s credit card information was not compromised as a result of our order process system.
We encourage *** to contact us directly if he has any further questions or concerns.
good company never had any issues been ordering from them for years.
I placed an order for cigars that were describes as 5 x 50 and 6 x 60. they arrived and were not as described. I contact CI as they agreed to have me return them.
They would not refund my money but only a credit for 51$ which I was against. They would not make an exception. WHY, not explanation.
So I have this credit and decide to place an order to get rid of then for 47$ to include deliver. THEY COULD HAVE KEPT THE DIFFERENCE OF MONEY!. The code does not work. I emailed them 3x to no avail. Finally I get a reply that says your order has to be OVER your credit amount. You're holding my money and I cannot have it back until I order something more what you already owe me? What is wrong with that picture? Sounds crooked to me. Now I would like a full refund of the 51$ please and never to do business with them again.
Good afternoon,
Please accept our sincere apologies for the handling of this order and the subsequent refund. One of our supervisor spoke with ***, and his credit card was refunded on Friday 8/3/2018.
Respectfully,
Steve
[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:
This process took way too long.CI refused to refund my money from the beginning decided to after a period of time.
there business practices are unethical and unfair. Consumers beware.
thank you for your intervention and assistance in this matter.
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards