Cigars International

I ordered a box of cigars, it was past delivery date and the tracking details said it was still at the local PO waiting for delivery. They had already charged my card for this order. I called Thompson Cigar after the postal folks said they would have to take care of it. Thompson Cigar said wait 10 days and follow up.

After 10 days I contacted Thompson Cigar again and they said they would send another package. Well a few weeks later the box of cigars finally arrived. About a week later I got an invoice for the cost of the box of the cigars. I called Thompson Cigar again and the lady on the phone said something abou them not doing a claim on the shipment I never got and they would clear it up.

About a month or so later I got a phone call from a collections company. I would not work with them, instead called Thompson and they again assured me they would rectify the situation.

Just last Month this same thing happened yet again. At this point threw several more phone calls and email correspondence they want me to pay for the box of cigars that was lost in shipment because they failed to make a claim. But then said they would give me a voucher to use on their site for the same amount. This is embezzlement. No thanks.

To make matter worse Thompson Cigar is no longer responding to my emails and on several occasions has disconnected phone calls with us when trying to address the situation. (we have not once been rude)

Ordered from Thompson Cigar on 1/23/20 for a total of $174.46. Item was never received by me and instead kept by UPS and returned to Thompson Cigar. I was called by an agent and told that a refund on the amount of $174.46 will be issued. after 2 weeks no refund had been processed and thompson cigar was giving me the return around saying they did receive the product and would process the refund immediately. It has now been a month and I have still not received my return.

I ordered a large amount of cigars from cigar international on February 16th 2020

One item in the order was a 5 pack of macanudo cigars. [17$]
Second item was a sizzle cigar deal of 12 cigars for [45$]
3rd was a huge sampler of nub cigars 35 of them for 125$
And lastly a 10$ lighter

Total was 180$

Many of the cigars tasted terrible and I didn't smoke past a few puffs. They are definitely fake or Low quality tobacco and not the true brand the ring states

For example the cohiba cigar , macanudo cigars, punch cigar. Ghurka cigar

This whole order is littered with fake cigars , I've been smoking for over a decade and I know what real punch, macanudo. Cohibas, nuns . Taste like and these are fakes or counterfeit , some nubs are horrible tasting like ammonia , got a fever after dizzy spells smoking these cigars. I think they weren't purified correctly. .

I reached out to cigar international staff February 18th via chat in their website and no response and its 4 days later

This isn't right , I want a full replacement order , this is ridiculous I've been a customer for a while and brought CI many family and friend customers.

And this experience and conclusion based on what CI does now will either rectify our business / consumer relationship or end it

Order # ***
Order Confirmation #

On 1/20/20, I placed an order with Cigar International. In total I ordered $70.00 worth of product ( 8 cigars, a portable humidor and a telescopic cigar tube). I also joined Cigar International’s monthly cigar club, that membership consists of a cigar cutter (one time gift) and five cigars a month until I cancel the membership.
I received a confirmation email, all seemed well. I received another email on later the same day 1/20/29 stating my order ($70 order) was on the way. The email contained a *** tracking number. That was the last email regarding my order, that I received from Cigar International. I monitored the tracking status of my order on ***, the last update I observed stated my order would be delivered to my residence on 1/25/20. The update stated my order had been received by the post office. I checked ***’s website hoping there was more progress on my order and where it was. After days of no change, I decided to inquire with my local post office. On 2/3/20, I checked with my local post office and was informed that they did not have my order. The supervisor appeared confused as I provided him with the shipping updates. He stated that I needed to contact Cigar International.
I have send three emails to Cigar International, inquiring as to where my order was and telling them to refund my money and cancel my monthly subscription. I also called Cigar International’s customer service but, never made contact with anyone.
I’m disappointed in the lack of response to my many attempts at communication with Cigar International. After sharing my disappointment and frustration with my coworkers, I was informed that I am not the only person who’s had this exact issue.

THOMPSON Cigar sent me products that I didn't order and was charged $226.76. I returned the unordered products but they are refusing the credit my $226.76. I've talked to their customer service several times and get a different story each time, from your bank is refusing to accept your refund to they have sent already but today it hasn't been recieved by my bank.

Thompson Cigar billed me for a shipment to my old address even after I updated my address. They refuse to take the order off even though their records clearly show the change of residence. Thompson Cigar further said that they would look into this issue and have it resolved in 24-48 hrs. That did not happen. The issue continues....

I recently observed six charges on my credit card, all six for $14.95. There was one charge per month for the past six months; 8/20/19, 9/20/19, 10/22/19, 11/20/19, 12/20/19, 1/22/20. I have never subscribed to this business. I have never received anything from this business. And I am completely unaware of how they have my card number.

After receiving the ad, I bought a CI mystery box knowing that the worst brand I can get is . Guess what I got?
*** of course! Smallest size ever!! Not even robusto!

I have posted a review on that item to warn other buyers or at least let them know what to expect when buying this product, but Cigars International did NOT post my review, whereas they posted 2 5 star reviews from god knows who.

Moreover, I have contacted their customer service by message in my Cigars International account and was ignored. And now after checking my case under customer service I see that it doesn’t exist anymore.

I was billed two times for $14.95 which was for a monthly subscription which I never signed up for. I called my credit card company which in turn contacted the seller regarding this issue. They said they would credit me. I still want to file a complaint for the mere fact they charged me for something I never asked for.

I have purchased a few items online awhile back, and since ordering from Cigars international, I have been receiving their magazines, I did not opt in to receive the magazine's. I have contacted them multiple times to remove me from the mailing list and remove my ACCOUNT, and with out any response back.

Purchased $160.00 in cigars, they are absolutely a dumpster type product. I called many times, they promised a paid return label but now all calls get forded to over seas with no response.

Was charged for products I did not receive. While attempting to resolve this and cancel any further charges I was hung up on. Trying to resolve through *** and here. They have charged my account $420.76 so far for 2 months products and I have not received any of them. The shipping number they have given me shows that the items never arrived.

08/02/2017To 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 FebruaryI 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 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 comesto 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 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 [email protected] We'll do what we can to make it right.Respectfully, TrishManager, Pipes and Cigars Customer Care

The company has been billing me 14.95 a month for an unknown reason , I did join anything nor did I sign up for anything they have stolen 89.70 plus interest on my credit card

I filed a complaint last week, complaint # [redacted] , and have new informationI was sent confirmation that orders had been processed and paid for and that I would be notified when shipping occurredThere hasn't been a word and or email to customer service have been completely ignoredI tried their phone # and I get the fast busy that you hear when service has been disconnectedI'd like to receive either the cigars or a refundI've been a customer for nearly years and have never experienced this level of disdain for paying customersAre they still in business? They have about $of mine that I really can't afford to loseCigars or refund please.TranslateDesired Resolution / OutcomeDesired Resolution: Delivery of OrderDelivery of OrderselectDesired Outcome: I'd like to receive either the cigars or a refund for $

Absolutely the worst customer service I have ever encountered. I placed an order with a 30% off coupon code for Christmas. I Used the code on an order for $134.98, so the coupon savings were $40.49 so the order total was $94.49 Sale tax in my state is 6.25% which is calculated on the order total and came to $5.90, bringing the order to $100.39. I payed with PayPal and received an order confirmation with all those correct totals. I was a happy customer. The next day I receive an email stating I need to call them because there was an issue with my payment, mind you in my PayPal account the charge is pending and there was no issue with the card on file. I call them and they tell me that the payment was declined but they can try to put it through again. They put it through and it works no problem, while on the phone I was also at the computer on their website and see the order updated and now the order total came to $102.92. A difference of $2.53. I tell the rep on the phone and he noticed it too and said no problem he will refund me $2.53. I hang up and of course there was no refund issued. I call back and was told that there is no documentation of the refund and I will have to wait 8 days for them to check the call recordings to see if I am lying about a $2.53 refund. I tell them to just cancel the order and they told me they cannot cancel the order because it is already being shipped, meanwhile I placed the order a hour ago and the payments still show pending so I know it wasn't being shipped yet. So hang up and call PayPal to cancel the pending charged to make sure I am not overcharged, they tell me they cannot cancel pending charges but the seller can. So I call back and they tell me they will "try their best" to cancel it. After all this I look further into what happened and the rep on the phone had charged the sales tax on the total before the coupon was applied which was why the total came out wrong. I explain this to them and they tell me that's how they calculate sales tax, which is incorrect since you apply sales tax to the order total not the total before a coupon which the computer system online obliviously knows since it charged me the correct amount the first time around. I just wanted them to cancel the order so I could replace the order online with the correct totals but they said it can take up to 24 hours to cancel the order, meanwhile the coupon expires today and I am not going to chance placing an order twice since they can not guarantee that the order will be cancelled. Once this whole debacle is over I am done ordering through them, it all went down hill when they were bought by Cigars International who ruins every company they buy, they ruined PipesandCigars.com and now they have ruined Thompson.

Hello,

I placed an order with Thompson Cigar and received an email stating my order shipped 12/06/19. I have yet to receive the order. I emailed and spoke to Thompson Cigar representatives and the only response I get is that my complaint has been transferred to their Claim Department. I have asked Thompson Cigar for a full refund so that I could take my business elsewhere but I have not received any responses from them. I ordered several expensive cigars which will be dryed out if I ever receive them due to them being in transit since 12/06/19. All I request is a full refund from Thompson Cigar so that I can purchase from a more reliable business.

Thank you for your time

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

Dear [redacted] Thank you for the opportunity to address [redacted] ***'s concernConcerning order number [redacted] ( [redacted] ), we respectfully decline [redacted] ***'s request for a refund of shippingFor our security, and the security of our customers, we sometimes require further verification prior to shipping an orderWe attempted to contact [redacted] on 9/26/for verificationThe voicemail on the phone number he provided to us was not set up and resulted in us being unable to leave a message for himSince 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 himA 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 orderSince 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/Please feel free to contact me with any further questions.Sincerely,Stephen M.Director, Sales and Customer Service

Ordered cigars in response to an email from Thompson which contained a coupon. Paid for cigars with ***. Within 12 hours of placing the order I deluged with solicitation phone calls form Thompson on my cell phone offering paid membership to a cigar club. The person on the other end of the call spoke soo fast she ignored my repeated refusal with her offers. On average I received 5-7 calls a day and this lasted for a week. When the cigars arrived they were left on my porch with the soaked from rain and severely crushed. Less than half of the cigars were even usable. I called Thompson and the customer service rep was rude not helpful so I placed a dispute with *** who did an investigation. Now this miserable company has refereed this to a collection agency rather than reaching a reasonable solution.