Sign in

Cigars International

Sharing is caring! Have something to share about Cigars International? Use RevDex to write a review
Reviews Tobacco Store, Cigars and Cigar Accessories Cigars International

Cigars International Reviews (298)

Ordered cigars and when *** picked up product from cigars internationale the box was damaged and they (***) said they would contact shipper. Neither I , after calling countless times and emailing them as well as *** have had no luck in reaching them, however, my debit card was charged without any issues on their part. This is unacceptable which is the reason for this complaint!

Cigars International Response • Jul 17, 2020

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

We had a member of our management team reach out to *** to resolve this. We have refunded him $63.69 on 6/18/2020 and provided him a $50 coupon that he can use on a future order with us.

Once again, we truly apologize 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 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

Placed an order on Jun 3rd. Said it shipped and gave a tracking number. Tracking number links you to *** which doesn’t show up. Try USPS and they say awaiting package from shipper. June 11th still no package. Tried leaving message on website, no response. Called On June 11th and waited an hour to talk to customer service. She said they would do another order. Got email showing It would be sent next day delivery. The order was rewritten the same day, June 12th, showing the order was be processed and no charge to me since I already paid for the order that I have not received. It is now June 15th and order is still being processed. Never had a order problem before this. If I don’t get my order soon my next step is to have credit card company rescind the payment. Get it together Cigar International!!

Cigars International Response • Jun 18, 2020

We sincerely apologize for the lost package and the poor experience that *** recently had with our customer care team. We are working diligently to improve our customer experience through adding more team members and resources.

We had a member of the management team contact *** to resolve this issue. We expedited a replacement order and it is expected to arrive today, June 18th.

Once again, we sincerely apologize for the experience that *** had with our company.

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

Sincerely,

The CI Customer Care Team

Customer Response • Jun 18, 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. Someone from customer service did contact me. It has been resolved and I have received my order.

Regards

I placed an order and paid extra for three day shipping. I received an email confirmation with an order number. Since the website claimed that my order would be shipped the same day, I called after three days. Cigar.com does not answer the phone. I emailed and after three days Cigar.com responded. They said my order was never processed and it was my fault. Haha. Just choose a different place.

I like to do business over the phone, it is impossible to get them to answer, I wait for hours at a time, what they only have one person to answer the phone ? I'm trying to check on my order! once I do get my order I'm done doing business with this rude company

Cigars International Response • Jun 11, 2020

We sincerely apologize for the lost order and inability to reach our Customer Care Team. We are working diligently to add more member to our team in order to provide a better experience to our customers.

We had a member of our management team reach out to ***, but were unable to reach him. We have left detailed messages outlining our resolution. We have set up a no cost replacement of ***'s original order. In addition to this, we have also created a coupon for him, ***, for the amount of $25 that can be used on his next order with us.

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

Sincerely,

The CI Customer Care Team

Hi. CI used to have such great customer service. But I've emailed them several times on this problem -- directly, and through their website -- and haven't even gotten a response. Here's what I've sent them -- it concerns CI Bucks, which are their version of a gift card. I believe it's illegal not to honor a gift card.

Longtime customer here.

I sent this to you online a few weeks ago, then repeated, and got no reply either way. Can someone help?

Hi. I have $80 worth of Bucks and just placed a $67.49 order, thinking I could redeem the balance later. Only now do I find out the small print says you can only use the card once. Can I get credit for the amount left over, or can I just add to my order, to use the rest of the bucks?

Cigars International Response • Jun 12, 2020

We sincerely apologize the difficult time that *** had while trying to reach our Customer Care time. We are diligently working hard to add more members to our team in order to keep up with the increased volume.

We had a member contact *** and have honored the CI Bucks for him via a coupon, ***, issued yesterday, June 11, 2020 for the amount of $13.

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 16, 2020

They were very nice. Thank you! 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

I ordered 15 cigars from them for $46.98 over a month ago. I only received 5 CAO brand cigars. My order was also supposed to include an additional five AVO brand & 5 Montecristo’s. As yet I have not received the final 10 cigars I have already paid for. I am having difficulty in getting any type of response as to the status of my order. I have worked with him before without a problem, but now they seem to have disappeared when it comes to customer service. I am extremely disappointed and will probably never deal with him again.

Cigars International Response • Jun 30, 2020

Please accept our sincere apologies, I'm confirming the shipping address. Once received I will send a replacement order at no additional costs.

Ordered 20 cigar's pack for $69 and somehow they add another 5 cigar's for 67$..... Call them 3 times and was waiting for over 10 minutes and no one responded.

Wrote customer service request.... nothing

Still on the phone 20min nothing, no response whatsoever. I have been ordering from them quite few times, but never needed customer service......
I want my full refund of 67$ for the item I never wanted and want free shipping to return those cigar's to them!

Cigars International Response • Jun 11, 2020

We sincerely apologize for the extra item and the inability to reach our customer care team. We are working diligently to add additional staff to our team in order to improve service levels and decrease wait times.

We had a member of our management team resolve this with the customer. We reached a resolution of having the customer keep the additional product at a discounted amount of $15.00. The refund for the difference was processed today, June 11, 2020. Please allow up to 7 business days for the credit to appear on the card used.

Thank you for your patience in this matter and let us know if there is anything else we can do to assist.

Sincerely,

The CI Customer Care Team

Om 5 March 2020, I order a box of cigars from cigarbid.com for $132. To date, I have not received this order. I believe that the shipment has been lost in the mail. I have contacted the company by email on six different occasions over the last month, and have received no response. I have tried to contact their customer service "800" number on three occasions, literally staying on hold for hours, with no-one answering the phone. I have been a customer of theirs for almost two years, always receiving my deliveries without a hitch. Unfortunately, this delivery has been lost. I would like the cigars, or at least have the charge refunded. Thank you for your assistance.

Cigars International Response • Jun 12, 2020

Thank you for the opportunity to address ***'s concern. We have been able to contact him via email in order to arrange for a replacement order to be shipped to him.

If you have any further questions, please feel free to contact me.

Sincerely,

Amanda P

Contact Center Manager, CigarBid.com

Charged me $14.95 and I purchased no service from them. Not only that.. they have no order or any information on their website relating to the charge

Cigars International Response • Jun 08, 2020

We sincerely apologize for the unwanted subscription with our company.

We had a member of our management team reach out to the customer to review the program and reassure him that it has been cancelled and refunded.

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

Sincerely,

The Thompson Cigar Customer Care Team

Made an order on 5/30/20. On 6/1/20 I received an email stating it was shipped. On 6/4/20 I sent a request to customer service with no response. On 6/6/20 I sent another request and called. Spent 25 minutes on hold waiting for someone to answer. Still no response from anyone and bo sign of receiving my purchase that was already paid for. Early May I had shipping issues with no response from CI. I had to go through the post office myself to find my package. I have another order out that the tracking hasn't moved in 2 days. I am very disappointed in this company.

Cigars International Response • Jun 09, 2020

We sincerely apologize for the recent experience that *** had with our company. Our Customer Care team is experiencing higher than normal volume, which has resulted in longer response and wait times. We are working diligently to improve our service levels and reduce wait times for our customers.

We had a member of our management team contact *** to ensure that her concerns were addressed. We have also provided her the direct contact information of one of our Supervisors, in case she needs any further assistance.

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 09, 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

I have requested an RMA from Cigars International five (5) times over the last week with no response. I have also called the Customer Service line two (2) times and waited over 30mins. each time trying to reach a Customer Service rep. I am mystified as to the lack of Customer Service infrastructure and response time of this company.

Cigars International Response • Jun 05, 2020

We sincerely apologize for the long wait times and unanswered emails. We are working diligently to improve our service levels and reduce our wait times.

We had a member reach out to *** to resolve this matter. We set up a return for the unwanted product and provided him a $25 coupon to use on his next order with us.

We appreciate ***'s patience in this matter.

Sincerely,

The CI Management Team

Order has not been received and has no updates on the tracking. They told me to give them a call if I had not received the order by a certain date. And then they tell me to wait longer all I want is a refund.

Cigars International Response • Jun 08, 2020

We sincerely apologize for the lost order and subsequent issues that *** experienced with his most recent order. The package was lost by carrier, we have filed a claim with the carrier refunded *** in full on Friday, June 5, 2020.

We had a member of our Manager reach out directly to *** to ensure that he was comfortable with this 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

My last order with this company was missing an item (only 2 items ordered. and only half was delivered on 5/17/20. I have made over 10 phone calls and 10 emails to the company and no one answers the phone or returns an email. I know the corona pandemic can affect business but the company admits things might be delayed but they are open.

Cigars International Response • Jun 10, 2020

Thank you for providing us with the opportunity to rectify ***'s concern. In reference to order ***, *** bid on two items. One was in stock and able to be shipped, but unfortunately the other item was not in shippable condition and as such has been backordered. Due to the backorder, we have only changed him for the item that has shipped ($34.95). Once the item is in stock and ready to ship, the remainder of the order will be processed.

We have attempted to reach *** by phone and have been unsuccessful in reaching up. We have also followed up with him via email, which we hope produces a successful resolution.

If you have any additional questions or concerns, please feel free to contact us.

Sincerely,

Amanda P

Contact Center Manager, CigarBid.com

Ordered a pipe for just under 50 dollars in an order with multiple items. The pipe was not in there, and I have contacted them multiple times and have not gotten a reply at all.

Cigars International Response • Jul 08, 2020

We sincerely apologize for the missing product in the recent order and for the difficult time that *** had trying to contact our customer care team.

We had a member of our management team reach out, but they were unable to reach ***. We have sent the missing product and it was delivered on June 8, 2020. In addition to this we have created a $25 coupon that can be used on her next order with us. The code is *** and can be applied in the coupon section of our checkout page. It expires on July 8, 2021, 1 year from today.

Once again, we sincerely apologize for the recent experience.

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

Sincerely,

The Pipes and Cigars Customer Care Team

I placed a $300 order for cigars on April 20, 2020. There was a note on the website saying that all orders would have some delays. That note has since disappeared. On May 4, I sent in a customer service request. I didn't even ask when my particular order would ship, but suggested that they change "some delays" into some real estimate as to what the typical delay was. After two weeks they hadn't even shipped yet. The order pages says my order is "processing." On May 19th, they closed the customer service request without responding. So I sent a follow up request demanding that my order be cancelled. It's now June 3 and today they closed this second customer service request without responding. I have $300 in my bank account that I can't use because I have no idea if that order will ever ship. We had this problem once before and they said, "Well, we don't take the money from your account until we ship." So what? I still don't have access to the money. If you have time to close the customer service request, then you have time to cancel the order. I could take that $300 elsewhere and buy some cigars if they weren't sitting on it. There's no way they're 2 months behind in filling orders. And I have a screen shot of my order showing that every item is in stock and none are back ordered. There is no excuse for this behavior.

Cigars International Response • Jun 03, 2020

Thank you for bringing this to our attention. We are experiencing very high call and email volume, but are working diligently to improve our response times and overall customer experience.

We had a member of our management team reach out to *** to resolve this matter. We have set up a replacement order, expedited the shipping method and have provided him with a $25 coupon that he can use on his next order with us.

Please let us know if we can be of further assistance in this matter.

Sincerely,

The Cigars International Customer Care Team

Cigars International Response • Jun 09, 2020

We sincerely apologize for the misunderstanding and for calling
***, rather than emailing him. We had a
member of our management team contact ***, via email on 6/5/2020 to
provide him with a resolution to his concerns. (Please refer to attached email)Below are
the actions we have taken to rectify this:

1. We have
refunded *** for the amount of $248.82, which is what we charged him
for his disputed order and have asked that he keep the product as an apology
for what he experienced with our company. (Since this is a different amount
than what was mentioned in this dispute, please have *** contact our Supervisor
right away, via email, if he has any questions or concerns about the amounts.

2. We have
disabled his account, and have provided him the direct contact information for
a Supervisor, in case he decides to try us again in the future.

3. We have
turned off all promotional emails and catalogs, please allow up to 30 days
before all catalogs will stop arriving, since we do use a third party provider
for this. 4. *** now has the name, and contact information of one of our Supervisors, Rachel
M***, should he need any further assistance now or in the future. I have also
included my name and email address, in case he is unable to reach Rachel. 5. We are
working hard to expand our Customer Care Team and add more resources to our
Digital Communications Group, to prevent delayed responses and emails going
unanswered.

Once again, we truly apologize for the poor experience ***
had with our company and the frustration that this has caused. Please let us know if there is anything else we can do to assist
in this matter.

Sincerely, Danielle B, Contact Center Manager for Cigars International ***@***.com

Sincerely, Danielle B, Contact Center Manager for Cigars International ***@***.com

Customer Response • Jun 09, 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. I would be happy to send the cigars back. I was trying to protect my bank account from a surprise $300 withdrawal. We didn't getthat accomplished, but we got the money put back with no overdraft charges. I suspect the cigars will end up at ***.

Regards

A charge of $19.43 was posted to my bank account on May 26, 2020. I did NOT order anything from this establishment. I have tried to contact their customer service department via a phone call but the hold times are ridiculously long. I emailed them as well and did receive a response

Cigars International Response • Jun 11, 2020

We are very sorry to hear about this. We had a member of our management team reach out to *** to resolve this matter. We employ the latest state of the art internet security to
store our customer’s information. Our website is secured by the latest ***
Internet Security and is tested multiple times daily. 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 online order is placed, credit card numbers are
encrypted and become unreadable by sales or customer service staff members.
Orders are automatically downloaded into our order processing system with
credit card information relocated to a separate encrypted server. Essentially
order information and credit card information are stored on separate servers.
We can assure you that we exceed industry standards to provide a secure online
ordering environment and we are confident that your credit card information was
not compromised as a result of our ordering process system.You can expect our continued cooperation as you work through
this. Customer satisfaction is our primary focus.

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

Sincerely,

Danielle B, Cigars International

Customer Response • Jun 11, 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. I did ascertain that the company doesn't require the 3 or 4 digit code found on the back of the debit/credit cards when an order is placed. I recommended to the company representative that adopting this extra level of security would help reduce subsequent fraud.

Regards

They have the worst customer service. You place an order and it takes forever to arrive and if you try to contact them for any issues prepare to be on hold for hours. They never answer your email. Avoid this company at all cost.

Cigars International Response • Jun 30, 2020

Please accept our sincere apologies for the problems with your order and your inability to get a response from us. We've shipped a replacement order at no additional cost.
Respectfully,
Steve

I placed an on line order about May 15th, 2020. The order was over $600. I waited patiently knowing that with the Covid crisis, shipping can be delayed. I checked to see my order was prepared for shipping 5-16-2020 and to expect it in about 8 business days. I again waiting...no delivery. I went back to the website and read it was shipped 5-16 and also saw a ship date of 5-18.
but also read info that the package was waiting for USPS to pick up. I called Thursday for assistance and was told although there is no tracking info, the package will show up Friday or Saturday and if not, call back Monday. Again, I waited...patiently. No update on the website regarding tracking and no package. I called this morning and the CS rep tells me it was shipped on the 16th. I explain all the details again. She responds...well then I won't charge you, there will be no cost. NO KIDDING! Why would I be charged for something I never received? I explain again that I have not received anything and I would really like my cigars. CR rep states Thompson Cigar shipped the order, the USPS made a mistake so it's a lost order. So, it will be another 3 -4 business days before I get my order. This is the 2nd time I've had issues with this Company. The first time (which was resolved) I received an EMPTY BOX - nothing in it. Again a $600 order. I really think Thompson Cigar needs to look at their warehouse employees and I feel there may be some dishonest employees there. Is this how they treat loyal customers?

Cigars International Response • Jun 01, 2020

Thank you for bringing this to our attention. We sincerely apologize for the lost order.

We had a member of our leadership team reach out to *** and set up a replacement order, with expedited shipping, excluding the product that has shipping restrictions. Those will be shipped via Mail Innovations.

Please let us know if there is any further assistance needed in this matter.

Sincerely,

The Thompson Cigar Customer Care Team

As of January 1st, now they are requesting all people send in a copy of their photo ID via email... That is scary, I would never send that much personal information via email, it is just asking for someone to steal your identity. Will be taking my business elsewhere.

Cigars International Response • Jun 04, 2020

Good morning,
Please accept our sincere apologies for the way in which we handled your account. Federal law requires that a purchaser must be 21 years or older to purchase tobacco products. We use a third party verification tool to perform the age verification. In some cases we are unable to obtain a match through that service. In a case with no match, we must obtain some form of age verification from the consumer. The information is used one time to verify the age and stored for audit purposes only and is secured with the latest in database security. There are no exceptions to these policies and respect your decision not to provide and seek an alternative source. Respectfully, Steve

I have never purchased ANYTHING from this company in my life because I don’t even smoke cigarettes NOR do I live in the state of PA. So I’m wondering how they even got my debit cats information and I am wanting a refund for a product that was purchased on my card without my knowledge because this is insane.

Cigars International Response • Jun 03, 2020

We have attempted to contact *** multiple times via phone and email, but have been unsuccessful.

In order for us to be able to fully investigate this we need to speak with ***. We take this matter very seriously and want to assist, but need more information in order to resolve this matter fully.

Sincerely,

The Management Team

Check fields!

Write a review of Cigars International

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by
adding a photo
Submit your review

Cigars International Rating

Overall satisfaction rating

Description: Cigar & Cigarette & Tobacco Dealers - Retail

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

Phone:

Show more...

Fax:

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

Web:

This website was reported to be associated with Cigars International.

This website was reported to be associated with Cigars International.



Add contact information for Cigars International

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated