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Cigars International

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Reviews Tobacco Store, Cigars and Cigar Accessories Cigars International

Cigars International Reviews (298)

• Jun 29, 2020

On June 16, 2020 I placed an order and was charged $164.87. My order number is ***. The order status has remained the same “order processing” I called and the representative for cigars international tried and could not get my order to process. She further advised that another representative from customer service would call me right back to either process my order or give a refund. No one ever called and when I now call customer service they will not pick up. Ive been on hold several times for up to an hour and no one will pick up.

Cigars International Response • Jun 30, 2020

We sincerely apologize for the delay in processing the order and that no one followed up with ***. We have followed up with the representative that handled ***'s account to ensure this does not occur again in the future.

We had a member of our management team contact *** to ensure that he was happy with our resolution. The Order is expected to arrive today, June 30th. In addition to this, we have provide *** a $50 coupon that he can use on his next order with us.

Once again, we are very sorry for the poor 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

Customer Response • Jun 30, 2020

[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

• Jun 29, 2020

Cigars International uses the stonewall tactic for customer service. Never answer phone calls and never respond to email.

• Jun 29, 2020

Never do business with this company! Horrible customer service, you never get a response, and flat out rude, unethical people. The management and directors of the company should be ashamed of themselves. Ordered over $150.00 worth of product and it took 5 days to process and "verify" my age for shipment. over the course of the next 20+ days- NEVER receiving a response back from my 3 emails (no tracking information/invoice), a mailed in letter of questioning and displeasure without any response and even after finally getting a hold of someone on the phone and getting promised emails with tracking information sent to me; I still never received anything!
Only way to deal with these people is talk to your bank and file a formal complaint against them and get your money back, which is what I have done. My bank suggested deactivating any card used with this company and getting a knew one (do it). It took them until this point to FINALLY email me and explain that the "receiver of the package declined delivery" and that this time they were going to waive a some $15 charge that they usually incorporate if that product needs to be returned... what??? After all that, this is what is sent to me. I doubt they even shipped my order at all. But how would I even know because I was never sent ANY information. Its a SCAM and all Fraudulent charges.

• Jun 29, 2020

ordered cigars from this company and they started billing my credit card 14.95 per month, I never authorized it! I ordered cigars once from this company I have no idea why they started charging this . I also see from other complaints, they are doing this to other people. I have called them and emailed about this issue with no results. I have tried to get my money back through my credit card company. With unknown results so far .

Cigars International Response • Jun 29, 2020

We sincerely apologize for the unwanted subscription.

We have cancelled the subscription and refunded *** in full for the amount of $29.90.

We have asked a member of our management team to reach out to *** to explain our resolution.

Please let us know if there is anything else we can do to assist with this matter.

Sincerely,

The Thompson Cigar Customer Care Team

• Jun 27, 2020

Missing orders and unable to reach customer service and no response from multiple emails

Cigars International Response • Jul 08, 2020

We sincerely apologize for the long shipping delays and difficult time that *** had trying to reach our customer care team. We are working diligently to add more resources and team members to our team to better serve our customers. In addition to this we have also stopped using Mail Innovations as a shipping method until they are able to commit to our promise dates.

We have shipped two replacement orders to *** and we ask that he keeps all of the cigars as an apology for the frustration and inconvenience that 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

• Jun 26, 2020

Never received the product I paid for. I have made numerous attempts to contact them with no response. I don’t know what else to do but file a claim against them with the payment company. I have tried everything to resolve the issue but they do not respond. I would avoid ordering from them they take them money quickly and then seem to disappear.

Cigars International Response • Jun 30, 2020

Please accept our sincere apologies for the problems with your order and your inability to get a response. We've duplicated the order and shipped at no cost.

• Jun 25, 2020

I ordered my sample pack on June 12th, I was told it will be here June 22nd. First thought I had, why does it take as long as it did when I bought it from Afghanistan, weird. It is June 25th, and still no package, I emailed twice, Facebook messaged, and called them twice. No answer, I can handle long shipping, but when no one answers your questions, that's when I really get mad.

• Jun 24, 2020

I placed and order from CI online on 06/06/20. They shipped the order via *** which handed off the package to the Swedesboro NJ postal system June 10th. Since then, I have not received delivery of the cigars and have no way to track the package as I only have the *** tracking number. I contacted CI's customer service 06/19/20 to see if they could help track the package. There has been no response from them. I contacted them again 06/22/20 and today (06/24/20) to see about the status or a refund. To date, there has been no response from the company

Customer Response • Jun 26, 2020

Please note that my order from Cigar International arrived today (6/25/20). (Go figure, the day after I filed a complaint!) At this time I will consider this case closed and no further action is necessary from the Revdex.com. Complaint ID is resolved as of today. Thank you for the attention to this matter.Sincerely

• Jun 23, 2020

Received order, product was so hard couldn't smoke them. Tried calling customer service many times no answer. Tried many emails no response. Will not do business with them again.

Cigars International Response • Jun 30, 2020

Please accept our sincere apologies for the problem with your order and your inability to get a response. We've refunded the shipping charges, and shipped a replacement order for no additional charges.
Respectfully,
Steve

• Jun 22, 2020

I never received my order.
On hold with customer service over 1 hour? Over one hour still on hold. No customer service and can’t track package??

Cigars International Response • Jun 29, 2020

We sincerely apologize for the delayed shipment and for the difficult time that *** had trying to reach our customer care team. We are working diligently to dad more resources and representatives in order t better serve our customers.

We set up a no cost replacement for *** on 6/22 and it arrived on Friday, 6/26, as well as his original order. We ask that *** keep the second order as compensation for the recent experience that he had with our company.

Please let us know if there is anything else we can do to assist with this matter.

Sincerely,

The CI Customer Care Team

Customer Response • Jun 30, 2020

[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

• Jun 22, 2020

I placed an order on 6/11/2020 and received an Email 6/12/2020 stating it had shipped. *** never picked it up or shows any update on the location of the oerder. as of 6/22/2020 nothing has updated. I have sent three Emails with no response and have spent a total of 3.5 hours on hold and no one will answer the phone.

Cigars International Response • Jun 24, 2020

We sincerely apologize for the lost order and the difficult time *** had trying to reach our customer care team. We are currently experiencing higher than normal volume and are working diligently to add more resources and team members to better serve our customers.

We had a member of our management team reach out to ***, but we were in unsuccessful in reaching him. We have reshipped the order and our supervisor will closely monitor the tracking to ensure that it arrives. We have left a voicemail and sent an email explaining our resolution.

Once again, we are terribly sorry for the poor 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 CI Customer Care Team

Customer Response • Jun 25, 2020

[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

• Jun 22, 2020

There is no customer service at Cigars International. For the last 2 weeks I have been trying to get in touch with someone and the phone number on their website when called is most of the time a busy signal but for some reason after the 4 time pushing redial it goes through. Went through the options and was on hold for 1 hour and 20 minutes no exaggeration. This happened two times. I have sent 6 emails to them asking to actually move my order to a different cigar as the ones I ordered ended up being 30 day wait period. I even emailed their other email it was [email protected] I believe or something similar to that as I found it in the owners response to someone else complaining. I used to recommend this company to everyone and after this I will no longer be going here and will 100% be alerting everyone I know to take their business else where and tell them my experience. All I want is a refund now and can't get a hold of anyone. This review will also be updated on the Revdex.com website where I last checked there are over 230 complaints against this company. Buyers beware.

Cigars International Response • Jun 29, 2020

We sincerely apologize for the difficult time that *** had in trying to contact our customer care team. We are working diligently to add more resources and members to our team to better serve our customers.

We had a member of our management team reach our to ***, but was able to speak with him. *** spoke with one of our customer care representatives on 6/24/20 and a replacement order was set up for him, and the back ordered items were cancelled. In addition to this, we would like to provide *** with a coupon that he can use on his next order with us. The coupon code is for $50, ***, that can be applied at the time of purchase. The order must be a minimum of $50.01 in order for the coupon code to work.

Once again, we are terribly sorry for the poor experience that Mr. Malinowski had with our company.

Please let us know if there is anything else we can do to assist in this matter.

Sincerely,

The CI Customer Care Team

Customer Response • Jun 29, 2020

[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. It is not acceptable to have to get to the point across by writing a Revdex.com review about your company. I appreciate your coupon code and will give CI another chance, but if I go through what I had to originally I will be writing another Revdex.com review and will not be accepting any apology. You guys need to hire more people or do something so other customers do not have this same problem as stated in the 232 complaints about your company.

Regards

• Jun 22, 2020

I placed an order on May 24,2020. I was charged by cigars international however I never received the order. It is now June 22nd and still no order. I have tried emailing them 3 different times and have never received a response. I have tried calling them but no one ever answers the phone even after being on hold for over an hour.

Cigars International Response • Jun 30, 2020

We sincerely apologize for the lost order and for the difficult time that *** had trying to reach our customer care team. We are experiencing higher than normal volume and are working diligently to add more resources to our customer care team.

We had a member of our management team reach out to *** to resolve this matter. We have set up a no cost replacement for the lost order with expedited shipping and provided him a $50 coupon that he can use on his next order.

Please let us know if there is anything else we can do to assist with this matter.

Sincerely.

The Cigars International Customer Care Team

Customer Response • Jul 07, 2020

[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

• Jun 20, 2020

Ordered cigars on May 3rd and *** stole them the same day they never reached the next destination so Thompson Cigars resent another box on the 8th got to Englewood Colorado on destination scan on the 14th call them on the 28th and they said wait another week to see if they get to my house after I've already weighed about a month call them a week later they said they were going to refund my account for the box of cigars that never I never received call them again Friday June 20th got a busy signal on both 800 numbers and called them again on the 21st of June same thing emailed them on the 20th of June as well and have not heard anything back. I'm not calling Thompson Cigars again to speak to someone that speaks half English when they're in American company and get nowhere never ordering cigars from that company ever again, should have listened to my dad they have great prices but they like to screw people over so technically you don't get the box of cigars and you're out the money and it doesn't seem like their customer service at their company cares.

Cigars International Response • Jun 25, 2020

We sincerely apologize for the lost orders and the delay in resolving ***'s concerns.

We had a member of our management team reach out to *** to resolve this. We were unable to reach him via phone, but left a voicemail and followed up via email to explain our resolution. We processed a full refund on Tuesday, June 23rd, please allow up to 7 business day for credit to be returned to the account used.

Once again, we are very sorry about the poor experience that *** had with our company and we have followed up with the appropriate parties to prevent an issue like this occurring again in the future.

Please let us know if there is anything else we can do to assist in this matter.

Sincerely,

The Thompson Cigar Customer Care Team

• Jun 20, 2020

The business gave an invalid shipping number on my shipping confirmation email. And my order should have arrived already but it hasn’t. I’ve emailed twice and called nine times to resolve this issue. No response to emails. Seven of my calls received a busy signal (on a toll-free line, by the way). On the others, I was on hold for an hour before the line went dead or hung up. I cannot get in contact with the business.

Cigars International Response • Jun 30, 2020

We sincerely apologize for the shipping delay and the difficult time that *** had trying to reach our customer care team. We are working diligently to add more resources and representatives to our team in order to better serve our customers.

The in stock items did ship and were delivered on 6/26. There is still an item that is on backorder that will be shipped, once we replenish our inventory. In addition, we have provided *** with a $50 coupon that he can use on his next order with us.

Once again, we are very 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 Cigars International Customer Care Team

Customer Response • Jul 01, 2020

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

• Jun 19, 2020

An order was sent to the wrong address. *** turned over the shipment to USPS, but a tracking number has not been provided. USPS can not help me without a tracking number. I have not been able to get one. I called numerous times into Cigar International but got a busy dial tone. I have sent Cigars Internationals Customer messages on their website. 1 on 6/8/2020 and 2 on 6/18/202.I have yet to get a response. I am now currently going on an hour being on hold for customer service. The customer service I have received is below poor.

Cigars International Response • Jun 23, 2020

We sincerely apologize for the lost shipment and the difficult time that *** had trying to reach our customer care team. We are working diligently to add more resources and customer care representatives to better serve our customers and reduce the wait times.

We had a member of the management team reach out to *** to apologize and resolve this matter. We have sent him out a replacement order, at no cost to him.

Please let us know if there is anything else we can do to assist with this matter.

Sincerely,

The CI Customer Care Team

Customer Response • Jun 24, 2020

[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

• Jun 18, 2020

I placed an order with Cigar International for two products. At the time of checkout I was told one would be delayed because it was back ordered. Several weeks later I received an email saying that the back ordered item had shipped. After a few days the item had not arrived, so I used the online tracking link they provided. UPS said that number was invalid.

Using the online form in the Cigar International I have sent three request to resolve the order. I have also called their 800 number twice. Once I had to hang up after 59 minutes and today I was on hold for 1:38 minutes. I called one of their retail locations and was told they have nothing to do with one another.

I understand that businesses can have challenges from time to time, but not responding to online request after weeks and having people on hold for hours is unacceptable. They had no issues taking my payment in a matter of seconds. They need to fulfill their end of our transaction.

Cigars International Response • Jul 20, 2020

We sincerely apologize for the lost shipment and the difficult time that *** had trying to contact our customer care team. We are diligently working to hire and train additional team members to better serve our customers.

On 6/19/2020 we had a member of our management team reach out to ***, but was unable to connect with him. We have followed up with an email, outlining our resolution. We refunded *** and have provided him a $25 coupon, ***, that he can use on his next order with us.

Once again, we truly apologize for the inconvenience this 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

• Jun 16, 2020

I have tried for one month to get someone to answer an email or phone call. Have an order confirmation and tracking #. Tracking # through UPS states damaged. Trying to get replacement and or refund. Their customer service is non existent. I have no recourse other than bad reviews on every site I can find and disputing my credit card charge. I had hoped to have resolved in a more professional way. Unfortunately, they haven't been open to servicing a unhappy customer.

Cigars International Response • Jun 30, 2020

Please accept our sincere apologies for the problem with your order and your inability to get a response. We've refunded your purchase and filed a claim with the shipping carrier for the damaged product.
Respectfully,
Steve

• Jun 16, 2020

On May 21, 2020 I placed an order with this business that charged me 38.00 and some change. Two bags of Turkish tobacco. I checked tracking and it said delivery on 6/1/2020. Since then, I have received no product or a refund if there is a problem. I tried to call numerous times only to be placed on hold fotever. They wont answer. Nor will they return Emails which I sent on three occasions to tell them that I would contact Revdex.com for poor service. I want my money back and that company reprimanded.

Cigars International Response • Jun 17, 2020

We sincerely apologize for the lost order and the difficult time that *** had trying to contact our customer care team. We are experiencing extremely high call and email volume, but are working diligently to reduce wait times and improve email response times through adding more team members and resources.

We had a member of our management team contact *** to resolve this over the phone. We are sending him a no cost replacement for his missing order and provided him a $20 coupon that he can use on a future order with our company.

Once again, we are very sorry for the poor experience that *** had with our company and we appreciate him bringing this to our attention.

Please let us know if there is anything else we can do to assist in this matter.

Sincerely,

The CI Customer Care Team

Customer Response • Jun 17, 2020

[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

• Jun 15, 2020

Offer free gifts with purchases but do not ship them. Customer service states return emails typically within 24 hours.I have several emails with no response over 3 weeks old. I called customer service 3 times and waited at least 20 minutes and no one answers.

Cigars International Response • Jun 16, 2020

We sincerely apologize for the missing gift in ***'s most recent order with us and the difficult time he had trying to contact our customer care team. Unfortunately, errors can occur in our shipping facility and this has been brought to the attention of that department so that the appropriate parties can been coached or retrained. We are currently experiencing very high call volume and are working diligently to reduce our wait times and email response times through adding additional resources to our customer care team.

*** was able to reach a customer care representative yesterday, June 15th, and she set up a replacement order for the missing item and included some humidification pillows at no additional cost. To ensure that *** was satisfied with the resolution that we provide him with yesterday, we had a member of our management team follow up with him and he confirmed that he was.

Once again, we are very sorry for the poor experience that *** had with our company and we are working hard to prevent this from happening, going forward.

Please let us know if there is anything else we can do to further assist with this matter.

Sincerely,

The CI Customer Care Team

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Description: Cigar & Cigarette & Tobacco Dealers - Retail

Address: 1911 Spillman Drive, Bethlehem, Pennsylvania, United States, 18015

Phone:

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Fax:

+1 (484) 285-0440
+1 (888) 792-2442

Web:

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Shady, yet now dead: once upon a time this website was reported to be associated with Cigars International, but after several inspections we’ve come to the conclusion that this domain is no longer active.

www.cigarsinternational.com

This site can’t be reached

Shady, yet now dead: once upon a time this website was reported to be associated with Cigars International, but after several inspections we’ve come to the conclusion that this domain is no longer active.



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