Cigars International

Thank you for contacting us regarding complaint ID [redacted] from Mr. [redacted]. Mr. [redacted] is requesting a refund for order [redacted]. The order was shipped from our facility on January 27, 2015. On January 31 Mr. [redacted] wrote in through our website to inform us that he would be refusing the...

package. Our past experiences with returned to sender packages has shown this can sometimes take an extended period of time (upwards of 6 weeks). That said, our advice to Mr. [redacted] was that he accept delivery and then send the package back to us, rather than refusing it. The package was refused upon attempt of delivery and at this time has not been returned to our facility, as evidenced by the enclosed tracking Information. Furthermore on February 23, 2015 Mr. [redacted]'s credit card company Informed us that he has disputed the charge for the order. Since the charge has been disputed and the product has not been returned to us, we decline Mr. [redacted]'s request for refund.If you have any questions or concerns, please feel free to contact us,Sincerely,Stephen M[redacted] Director, Sales and Customer Service

At the company's on line auction, I successfully bid on a box of *** Vintage 2006 cigars.
I was subsequently informed that they did not sufficient inventory to cover the winners.

In other words they had an auction for vapor merchandise.

They offered a compensatory 2 cigar and lighter bonus.

They did not offer to return my money.

This correspondence is in response to complaint # [redacted] [redacted] has been contacted numerous times both before & after the interaction that took place on 9/13/16. Multiple reps notated his account informing him of the procedure for first time large purchases with a foreign credit card. He...

was informed that there would be a $500 limit placed on his first six (6) orders to establish a payment history, all of which would require a certified check for payment per company policy. I personally communicated this policy with [redacted] on Monday, 10/10/16. These are simply security measures put in place to protect both [redacted] and our company’s interests in the event of potential fraudulent ordering activity. We look forward to assisting [redacted] in any way we can going forward, provided it is in accordance with our established security guidelines. WCT Wesley *. T[redacted]

This company continues to send me catalogs long after I have contacted them and asked them to stop sending them. I receive mail at both a PO Box and a street address. Now, I have been getting more than one catalog at both addresses!This is a cigar catalog that sells strictly cigars. I don't smoke cigars, no one in my family smokes cigars, and I don't even have friends that smoke cigars! It is absurd that this company wastes it's money to produce, transport, and ship a heavy multi paged catalog across the United States, across the Pacific Ocean, and across the state of Hawaii, to the island where I live, when I am never going to buy anything from them. How many trees died to make this catalog? How many gallons of fuel were used to transport it? Please help me to educate these people on their stupidity and get them off my back at the same time!!! Thank you,
***, Big Island, Hawaii

Thank you for the opportunity to address this customer's complaint. Our intention was never to defraud this gentleman. When he contacted us, we set up the replacement to be shipped out. However, the product was no longer available. These pipes were a limited production so the possibility of...

receiving more was very small. We left a voicemail for him to contact us about a replacement. At that time, he spoke with a different representative who didn't realize that he had not been refunded for the first pipe (we anticipated he'd select something else and we didn't want to have any crossing of funds between his refund and a charge for a new pipe). When he stated he wanted to wait for the pipe to come back in stock, that representative didn't realize a refund was needed for the damaged pipe.When the customer emailed us, his emails went into a common mailbox we refer to as our Customer Service Interface. When we respond to the customer, an email is sent which states they should log into their account to view the response. These are the two email responses he believes were “no responses' to his concerns. Had the customer gone to the responses to his email, he would have found we were asking him again if he'd found a different pipe as a replacement.On April 1, 2016, the customer contacted our department supervisor who issued a refund to his account for the price of the pipe - $79.99. He did not get a shipping refund as there were other products on the original order which would have required shipping anyway.I trust this issue has been resolved to everyone's satisfaction at this time. Should you require any clarification or have questions or concerns, please don't hesitate to contact me.Regards,Trish D[redacted] Manager, Pipesand Cigars.comwww.pipesandcigars.com

Thank you very much Ms. [redacted].According to my last Revdex.com experience, It Was "Acceptable" to use First Name Initial [as per my Credit Card] and Last Name. If you would please explain/allow this: N [redacted]Sincerely, N[redacted]

I ordered my husband a couple of cigars from this business for Christmas. I received a call from them and assumed it was for a review of how easy it was to order. It was- until they started "welcoming me" to their "club". I asked them if this club was free. And they said no it's $60 every month. I immediately told them I didn't want to be signed up for anything that would leave us with recurring charges. Well guess what- here we are on the SECOND month they are charging us. I am furious.

My boyfriend placed an order for pipe tobacco with this company using my *** account. He then rectangle age verification email which he responded too via telephone. However no one attempted to verify his age, only the billing information. He provided all of the requested information correctly and was told that the order would not be processed. He politely requested cancellation of the order which was denied in a very condescending manner by three different company representatives. Their behavior aside the order needs to be fill or cancelled post-haste before accusations of fraud and identity theft are made.

Dear [redacted],Thank you for contacting us regarding complaint ID [redacted] from [redacted]. [redacted] placed the order in question on our website at 2:24pm on Sunday, August 7, 2016. He contacted us on August 9 to Inform us that the order was sent to the wrong address, but since the package...

was in transit, we were unable to make any changes to it. On August 22, the package was returned back to our facility and a refund for the merchandise was provided to [redacted] in the amount of $159.97.If you have any questions or concerns, please feel free to contact us.Respectfully,Stephen M. Director, Sales and Customer Service

Dear [redacted]Thank you for the opportunity to address [redacted]'s concern. Concerning order number [redacted] ([redacted]), we respectfully decline [redacted]'s request for a refund of shipping. For our security, and the security of our customers, we sometimes require further verification prior...

to shipping an order. We attempted to contact [redacted] on 9/26/16 for verification. The voicemail on the phone number he provided to us was not set up and resulted in us being unable to leave a message for him. Since we were not able to reach him by phone, we sent an email) to [redacted] to request that he contact us and also to inform him that we would be unable to ship the order until we heard back from him. A copy of that email has been Included for your reference, Regrettably, [redacted] did not contact us back until 9/28/16, at which time we obtained the needed verification and released the order. Since the contact to us was after our 3pm shipping cut off, the package shipped the next day (9/29/16) and was delivered on 9/30/16. Please feel free to contact me with any further questions.Sincerely,Stephen M.Director, Sales and Customer Service

Thank you for the opportunity to address Mr. [redacted]'s concern.  We've contacted Mr. [redacted] and arranged a refund for the incorrect order. Please feel free to contact me with any further questions.Sincerely,Stephen M[redacted]Director, Sales and Customer Service

Dear [redacted],Thank you for the opportunity to address [redacted]'s concern. We've corresponded with [redacted] via emailand have resolved his concerns about the ongoing Cigar of the Month Club shipments. Please feel free to contact me with any further questions,Sincerely,Stephen M.Director,...

Sales and Customer Service

Thompson Cigar is one of the worst companies I have ever been a customer of. Their product is not only cheap, they are a scam. They called me after placing a simple order, offering me a monthly cigar program, which I asked about, but ended up denying as it was expensive and I did not need it. Two weeks later, I received a charge on my credit card from them for $60 and a box of cigars in the mail. When I called them they insisted that I signed up for this program, and had audio recording of me signing up for it, and threatened that if I wanted to hear this audio, I needed to get a lawyer. They offered no proof that I signed up for the program, and the only way to get my money back was for me to repackage, and ship these cigars back. It took several phone calls for them to get me a shipping label, and each time when I asked to speak to a manager, they would make up an excuse on why I couldn't. When I finally got a "manger" on the phone, her accent slowly faded back to the same woman I was speaking with before! One of the worst companies, and a horrible brand.

Stay clear of this joint. I have asked them continuously for a couple of years to stop sending cigar brochures to my home. They are NOT in a plain envelope, therefore, the children in my home have CONTINUALLY been exposed to tobacco ads. It's against the law to advertise tobacco on television. I have no idea how they are getting away with sending blatant advertising to my home, where kids pick up the magazine (that's exactly what it is. A magazine with a sticker on it) and will not STOP sending them no matter how you beg and plead with them. Customer service is useless. Skip this place.

I ordered merchandise from CI in Nov. 2017. CI explained they were out of the product and would ship to me when they received the product. In Dec. I requested an update and customer service explained the product was still on back order and would be in in a couple of weeks. I received their Feb. catalog and noticed the item I ordered in Nov. was advertised in the new catalog.

Thompson Cigar Co. makes their money by having customer service reps that you cannot understand and by charging for stuff that was not agreed to. From reading the reviews I know, I too will get a reply saying that everything was good on their end. My husband ordered cigars, for the first time with this company. He ended up getting enrolled in their reoccurring shipments. They debited our account and shipped him the cigars. He called and said that he never agreed to the shipments. They actually fixed it when he returned the cigars. (which was right away) He has placed 2 other orders with them in the past couple of months. He told them to delete his debit card and put his credit card on file. They said that they did. They didn't. They charged our checking account. He let it go the first time. The second time, (and the last) he order some more. They debited our checking account again. He called them and found out that his debit card was NOT deleted from their information. The customer service rep said that they would delete the debit card, credit our account and charge his credit card. In a weeks time they debited the same amount three times, credited the amount once. He called them again and told them to fix what they have done. (our bills were late because of this) They said it would be fixed that it was an error in their system. The next day everything cleared showing one debit to our account and a credit for $7. The purchase was $72. He called them again, told them to fix it and delete his account completely. They kept saying that they were sorry, but that will not help our other bills from being late because of their mistakes. Before he got off the phone the customer service rep said he is scheduled for a shipment, (that was supposed to be fixed and cancelled months before) did he still want it. UGH!! The customer service reps did not speak clear english and talked really fast. BE CAREFUL WHEN YOU ORDER FROM HERE. DON'T AGREE TO ANYTHING UNLESS YOU COMPLETELY UNDERSTAND WHAT THEY ARE SAYING.

I was a customer for years, until I had a problem with a coupon they e-mailed me. Then I had to deal with their customer support, which was terrible. They were not accommodating at all and although I have requested numerous times over a period of months to have my account closed, I continue to receive e-mail ads on a regular basis.

Online sellers view any purchase as in invitation to inundate both physical and email boxes with promotions and catalogues. I had purchased from this entity operating the site pipesandcigars.com. In mid September of 2017 I requested my name and addresses be removed from their mailing lists and was told this would be done. It has been 3 months and I received a catalog at both my billing address and shipping address. This is especially frustrating as I have to use my work address for shipping as my apartment cannot accept packages. I do not appreciate junk mail with with my name showing up to my professional place of employment. They clearly did not follow through in removing my name from their contact lists.

Extremely disappointed with CI and their Customer Service. My family and numerous friends have been loyal customers with CI for years. I placed a several hundred dollar order full of Christmas gifts in November. Shipping info showed it should be here the first part of December. I just received the order about a week ago and the box was mangled and half of the order was missing. I called Customer Service the next day and explained to her the situation. She told me she would ship me out a replacement order right away and guaranteed me 3 day shipping. I waited 5 days and the package still hadn't arrived. Today is 1 week and the last day of mail before Christmas and still no package. I contacted Customer Service again and she told me that I shouldn't have been promised expedited shipping and she offered me $10 off my next order. The Customer Service rep was extremely argumentative and lied on numerous occasions. I asked if I could just use the few cigars from the first order that were salvageable for gifts since I was relying on the package to be here with their word it would be, and was told no, that I needed to return all of the cigars from the first order. Had they just let me keep the few cigars from the first order that were ok so I would have something to give as a gift, I wouldn't even be writing this but they made no attempt to make this right which I'm just disgusted with, especially since they guaranteed me that the replacement package would be here by Thursday.

I purchased a humidor for over $500 from Cigars International. I was not satisfied with the product. The website advertises 100% satisfaction guaranteed. In addition, I inquired about returning the humidor within their posted 15 day return policy. When I called to receive an RMA, I was told I could not return the item as it was already setup. The return policy has absolutely nothing about no returns after setting up and seasoning the humidor. They are enforcing policies not advertised and not adhering to their 100% satisfaction guarantee.