Cigars International

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 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 were.Looking back our preparation should have included increasing our Customer Care staffing to prepare for any unwanted consequences. Another 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 n customer service issues. We're working hard to get back to normal, We're hiring more people and providing more training. We'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 from. We 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 way. That 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 [redacted]@cigar.com. We'll do what we can to make it right.Respectfully, Sarah Manager, Cigar.com Customer Care

I placed an order on line for fathers day. I ordered a box of Victor Sinclair Bohemian 15th Anniversary Gordo Habano that at the time of my order were on special accompanied by a free Victor Sinclair Toro Sampler (#***). At the time of the order, both items were in stock and scheduled to be delivered on time. Four days later, I received an e-mail stating that the Gordo Habano was out of stock and in back order which meant that they would not make it on time for fathers day. I called customer service and explained the problem. They were happy to help me change my order to a box of Bohemian 15th Anniversaryf *** Sinclair Toro Grande for an extra $5. The representative at the time stated that since those cigars were under the same promotion I would be getting the sampler for free. Needless to say, two weeks later and still no sampler, I called them back. The tune had now changed to since the sampler was free and you did not receive it we can't sent you another sampler. This is the second time that I have to deal with this. The first time around coincidentally the items was also out of stock but since I was not on a time pressure I waited. 30 days for the original order and over two months for the sampler. I believe that I have now learned my lesson, if the advertisement is too good to be true it usually isn't.

Order Confirmation: ***..I placed this order over a month ago. I have emailed serval times with no response . I have called serval times with the answer it's on back.order. but when I check there inventory everything to put the combo together is in stock.I spend a great deal of money with this company and don't understand why I'm treated so.poorly please help.

I had the same problem as many previous reviewers. Even though I did NOT sign up for their 'club' they started charging me $14.95 a month any way and would not cancel it. No response to emails. I finally had my credit card company do a three-way call with their "customer service" department and they finally agreed to cancel it. It's a shame this old established company has taken to trickery to get money. There are thousands of complaints about them online. I'll be taking my purchases elsewhere. If I could give 0 stars, I would.

On June 12, 2018 received e-mail offer from Cigar International stating that with purchase of box of *** I would receive *** lighter. As I liked said cigars and lighter made buying them a good deal I ordered them, only to not receive lighter promised, which essentially meant I bought cigars at regular price. Customer service was contacted and my complaint was met with skepticism, lengthy delays on phone and staff that was borderline argumentative. Initially told no such offer existed ,then that I ordered before it took effect, and numerous other excuses. After I sent them said e-mail they finally admitted offer did in fact exist.In light of this they did state they would send me a "lighter" not stating that it would be the one advertised but it would be with my next order or I could elect to receive it now and pay shipping as a free item cannot be shipped without shipping. As this was advertised as part of $90 cigar deal I stated it was not free, they would not agree to this point.Obviousl I fyound both options unacceptable as they both required me to spend extra money to receive product that they offered and I already paid for. Currently awaiting call back from supervisor but not expecting much as the Customer service rep. I spoke with stated she would also be unable to fix situation. All in all to go this phone call to get nothing done took approx. 30 minutes. Additionally to make this situation even more ludicrous if I was to order today I would receive said lighter as it would be included as freebie

I have been a customer of CI and Cigarbid for year's now. They have provided me with excellent service. My orders are always processed accurately and promptly. I am very surprised to read all the negative comments. I use Cigarbid almost exclusively to stock my 3000 count humidor, which I also bought from CI. Keep up the good work guys.

Good afternoon,Please accept my sincere apologies for the trouble you've had getting removed from our mailing list. I've contacted our Marketing Department as well as marked your address in our system. I'm investigating why your previous requests did not seem to work. We completely understand the...

circumstance and apologize for any inconvenience it may have caused. Because we create our mail plans well in advance you may receive another catalog. I apologize in advance. 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:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

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 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 were.Looking back our preparation should have included increasing our Customer Care staffing to prepare for any unwanted consequences, Another 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 issues. We're working hard to get back to normal. We're hiring more people and providing more training. We're slowly making our way back to previous performance levels when t comes to 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 customer. We understand and respect that decision, in fact we would probably feel the same way. That 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 [redacted]@cigar.com. We’ll do what we can to make it right.Respectfully, Sarah Manager, Clgar.com Customer Care

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 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 were.Looking back our preparation should have included increasing our Customer Care staffing to prepare for any unwanted consequences. Another 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 is still working through some of the backlog in customer service issues. We're working hard to get back to normal. We're hiring more people and providing more training. We'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 from. We 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 way. That 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.

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 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 mlstakes 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 wilde sweeping as they WGG.Looking back our preparation should have included increasing our Customer Care staffing to prepare for any unwanted consequences. Another 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 issues, We're working hard to get back to normal. We're hiring more people and providing more training, We'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 from. We 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 way. That 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 [redacted]@ cigar.com. We'll do what we canto make it right.Respectfully, Sarah Manager

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

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 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 were.Looking back our preparation should have included increasing our Customer Care staffing to prepare for any unwanted consequences. Another 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 fin customer service issues. We're working hard to get back to normal. We're hiring more people and providing more training. We'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 from. We 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 way. That 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 to contact us at [redacted].com. We'll do what we can to make it right.Respectfully, Steve Director, Customer Care.

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 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 were.Looking back our preparation should have included increasing our Customer Care staffing to prepare for any Unwanted consequences. Another 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 issues. We're working hard to get back to normal. We're hiring more people and providing more training. We'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 from. We 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 way, That 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.

I just saw a recurring charge on my checking account for 14.95, for a club I never joined. They canceled my membership and refunded the money. What if I never caught it?
Thompson Cigar Co, a large and successful business, is tricking their customers into a monthly charge, only discovered by looking at ones checking account.

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 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 were.Looking back our preparation should have included increasing our Customer Care staffing to prepare for any unwanted consequences. Another 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 issues. We're working hard to get back to normal. We're hiring more people and providing more training. We'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 from. We 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 way. That 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

I just saw a recurring charge on my checking account for 14.95, for a club I never joined. They canceled my membership and refunded the money. What if I never caught it?
Thompson Cigar Co, a large and successful business, is tricking their customers into a monthly charge, only discovered by looking at ones checking account.

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[redacted]
[redacted]
[redacted] Hello, To whom it may concern.I have just confirmed with my bank. I have indeed received my full refund from Cigar International.[redacted]
[redacted]

Dear [redacted],Thank you for contacting us regarding complaint ID [redacted] from [redacted] placed his first order with our company our website at 12:21am on Saturday, April 18th, 2015. He contacted our Customer Service Department on May 9th to inquire about...

the status of the order and it was discovered at that time that [redacted] selected the wrong address for the order to be shipped to.  Because orders placed on our website are generated with the information the customer provides at the time of the order we are unable to take accountability for this error and cannot honor his request for a refund/store credit. In his letter to the Revdex.com, [redacted] indicates that the order was sent to an old address of his that is associated with his [redacted] account. As this was his first and only order with Cigars International, there would be no way for us to have his previous address without him providing it to us.  With that said, a copy of the email confirmation that was sent to [redacted] immediately after his order was placed has been included for your reference.If you have any questions or concerns, please feel free to contact us RespectfullyStephen M. Director, Sales and Customer Service