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Cigars International

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Reviews Tobacco Store, Cigars and Cigar Accessories Cigars International

Cigars International Reviews (298)

Good afternoon,Please accept my sincere apologies for the trouble you've had getting removed from our mailing listI've contacted our Marketing Department as well as marked your address in our systemI'm investigating why your previous requests did not seem to workWe completely understand the circumstance and apologize for any inconvenience it may have causedBecause we create our mail plans well in advance you may receive another catalogI apologize in advanceRespectfully,Steve

I joined a "cigar club" in which at selected time intervals, a predetermined cigar selection would be automatically sent to me and billed to my credit card on file. I was part of this "club" for probably around a year or so. I was going to cancel my membership in the club. Cancelling the membership can only be done over the phone even though you can change or order anything in the club via their website. I tried repeatedly to get thru on their customer service number but never could get thru do to severe times waiting over the phone. Calling other numbers they list, once you get thru and tell them what you are trying to do(cancel club membership), they either hang up on you our transfer you to customer service and the wait starts all over again. I sent a US MAIL letter addressed to their customer service department in detail with my request. This was also followed by an email to their customer service, these were both done in early June 2019. Now today, 12-6-2019, I have received an email stating that there is a problem with payment on my credit card (the card on file expired a long time ago). All I wish to do is cancel my automatic membership but they make this next impossible to do with the wait times to get thru. I believe this is a deliberate tactic to force customers to stay in the club by making it so hard to cancel

Customer Response • Dec 10, 2019

Cigars International did just this weekend, resolve the complaint.Thank you

On November 20, 2019 I placed an order online through this companies online auction site, ***.com. I received my order on Saturday, November 23, 2019 and found that the order was short an item I purchased. On Monday, November 25, 2019, I reached out to customer service to inquire about the order issue. The site states they will respond within 24 hours. I waited two days for a response and when I did not get one, I reached out again to check on the status of my original inquiry. That was November 27, 2019. I was out of town through December 1, 2019 which have them plenty of time to respond to my inquiry. Upon checking once again on December 2, 2019, still no response. I reached out again and requested that they respond immediately concerning the issue and here we are, 24 hours later and still no response. I have purchased from the company many time and it disappoints me to see that when there is an issue, they do not care to resolve it via customer service (should that actually exist there). I should not have had to taken this step to get a resolution.

Cigars International Response • Dec 04, 2019

Dear ***,

We sincerely apologize for the delay in responding to your email requests.

Due to the holiday season we are receiving higher than expected volume and are working diligently to improve our response times.

We have resolved your concern and placed a replacement order for you for your missing items, that is expected to ship today, December 4, 2019.

Please let us know if there is anything else we can do to assist you.

Sincerely,

The Management Team

Customer Response • Dec 19, 2019

[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. The business did reach out to me directly to discuss and resolve the issue.

Regards

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/Multiple reps notated his account informing him of the procedure for first time large purchases with a foreign credit cardHe was informed that there would be a $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 policyI personally communicated this policy with [redacted] on Monday, 10/10/These are simply security measures put in place to protect both [redacted] and our company’s interests in the event of potential fraudulent ordering activityWe look forward to assisting [redacted] in any way we can going forward, provided it is in accordance with our established security guidelinesWCT Wesley *T***

I placed an order for cigars on May 08, 2019. The check I had enclosed to pay for the order was cashed by Thompson Cigar on May 15, 2019. I have an electronic record of this transaction from the bank. The check amount was $107.94. When I received no product by the middle of June, 2019, I called Thompson Cigar and was informed that it would probably take another ninety days to fill the order. At that time I told the service representative to cancel the order and refund the $107.94. In the time since then, they have consistently refused to refund my $107.94.

Cigars International Response • Dec 10, 2019

Dear ***,

We sincerely apologize for your item being on backorder and the delay in sending you a refund check.

We want to resolve this for you and send you a refund check, but need further information from you. We have attempted to contact you, but have been unable to reach you. We will be following up with an email today, December 10, 2019.

We hope to resolve this as soon as possible, but do need to speak with you before we can.

Sincerely,

The Management Team

Cigars International Response • Dec 31, 2019

Dear ***,

We sincerely apologize for the delay in refunding you for a cancelled order.

We have researched this further and worked with our Accounting department to resolve this matter. We will be issuing you a refund for $107.94 this week and you should receive it by the end of next week, January 3, 2020.

Thank you for your patience in this matter.

Sincerely,

The Management Team

Customer Response • Jan 08, 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 appreciate the help and support of the Revdex.com and thank you for the satisfactory resolution of this complaint.
Thank You

Thompson co valp is a total scam. Charged my credit card for last 3 months 14.95 each month. Just caught it now. Called credit card company to stop current payment. Never signed up for this as countless others have attested to. Will call Thompson Monday since they have every weekend off from answering disputes. Monday is the last day I will deal with them. What has happened to honesty in retail?

Cigars were not requested, sent anyway , they were returned. Company claims not returned in proper time format. Cigars received while out of town for several weeks. They were returned, when I got home.

Cigars International Response • Dec 03, 2019

Dear ***,

Thank you for bringing this to our attention. We sincerely apologize for the delay in rectifying your account.

We have credited the return back to your account and have removed this outstanding amount from collections. This will not impact your credit report.

We will have a member of our management team follow up with you regarding this matter.

Please let us know if you require further assistance.

Sincerely,

The Management Team

[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 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 opticsPlain 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 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 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 t comes to our Customer Service department.We are well aware that there are plenty of reputable retailers out there to choose fromWe 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 [redacted] @cigar.comWe’ll do what we can to make it right.Respectfully, Sarah Manager, Clgar.com Customer Care

After getting many different versions on the phone of the availability and non availability the guy on the phone said the warehouse found the last box of cigars. Getting a tracking # said it would arrive 11/13/2019. On that date I checked the Tracking info and said the order is damaged and they will contact the sender. I called the thompsons call center and they said they could send a replacement. I said I thought you are out of these. He said no we have plenty. So not trusting this info I asked for a refund. Was told some one will call me. I sent an email asking to be contacted also no return email. Its been almost a week with no one bothering to respond to their customer. I would like a refund. That's all.

Cigars International Response • Dec 02, 2019

Dear ***,

We sincerely apologize for the delay in processing you refund and the conflicting information you were provided by our team. We have reviewed this with the appropriate team members to prevent this from occurring in the future.

We had a member of our management team contact you to resolve this and have refunded you the disputed amount.

Please let us know if there is anything else you need at this time.

Sincerely,

The Management Team

Customer Response • Dec 13, 2019

[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

Theyve been charging me $15 to have am account set up and didnt tell me about this. They charged me for 2 months now and never emailed me a receipt or even told me there was a $15 monthly fee. ridiculous. this business needs to be shut down.

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, On January Mr [redacted] wrote in through our website to inform us that he would be refusing the packageOur past experiences with returned to sender packages has shown this can sometimes take an extended period of time (upwards of weeks)That said, our advice to Mr [redacted] was that he accept delivery and then send the package back to us, rather than refusing itThe package was refused upon attempt of delivery and at this time has not been returned to our facility, as evidenced by the enclosed tracking InformationFurthermore on February 23, Mr [redacted] 's credit card company Informed us that he has disputed the charge for the orderSince 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

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

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 contacting us regarding complaint ID [redacted] from [redacted] . [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 BBB, [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

Cigars International recorded an "order placed" transaction against my *** account in the amount of $$83.53. The order was invalid and never shipped. I've worked with both *** and Cigars International over the course of multiple months to have this order removed. *** customer service says Cigars International is responsible for the transaction and must resolve it on their side. I've called Cigars International multiple times on the phone and submitted a customer service request to Cigars International in August 2019 to have this resolved. There has been no success in removing this transaction. Just recently Cigars International has closed by CSR with no notification to me. The pending order is still shown on my *** account. I've had a CSR *** open since August. It was recently closed without being completely resolved, nor was I even given the courtesy of a notification that it was being closed. Since opening the CSR, I've been pretty clear in my communication about what the problem is and how it needs to be resolved. I am now turning to the Revdex.com.

Cigars International Response • Nov 05, 2019

Dear ***,

Thank you for bringing this to our attention. We sincerely apologize for the inconvenience this has caused you.

We currently have a member of our leadership team working diligently with you to resolve this issue and we anticipate that this will be taken care of later today.

We will post an additional update, once this is resolved.

Sincerely,

The Management Team

Customer Response • Nov 25, 2019

[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

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

Absolutely terrible. AWFUL I mean. Has turned into nothing but a foreign call center. How are they even LEGAL with their antics.. they will ask if you want to save your credit card for future orders and save 10%. DON'T. They will literally randomly send you orders without your permission. When you call, they will transfer you to their "saver club cancellation line" or something similar, and you will wait on hold for an hour. Even afterwards, you'll notice a $14.95 monthly charge for some "savings plan incorporated," that's more Thompson scam. There's a whole SEPARATE number to cancel THAT, and yes... you'll wait for an hour then, too. IF you order, and there is an issue, they won't bother contacting you, you'll just NOT receive your order. When you call, they will make a hideously lame excuse. "You say you're John Smith, but your license says John A. Smith, that's the problem." -I've been ordering for months...- "Oh yes, sorry, I meant your item is on back order, I have signed you up for the 10% savings club." -NO, I know what happens, you'll start billing me $14.95 a month and sending me random orders.- "alright, let me transfer you to cancel." ... an hour later OOPS, I get hung up on. This "100 year old" company has turned into nothing but a scam.

I ordered with overnight shipping. Didn’t come called customer service said it would be there in 2 days, never came. Called customer service requested refund, still waiting. They had no problem taking the money prior to shipment. Haven’t received my money back yet. Criminal.....

BEWARE: PRICE AT CONFIRMATION PAGE DOES NOT ALWAYS REFLECT PRICE CHARGED TO YOUR CREDIT CARD!
On Saturday, I purchased a box of cigars using a 10% discount coupon and an $8.00 point credit. At the checkout on the website, the discounts were applied, as was my credit card and delivery information. I then received a confirmation email for the purchase which reflected a price that was $12.00 more that what was agreed to at checkout. When I immediately called the company, it was Saturday so they could only allow me to write an email, which I did. Come Monday (today), I called the company since I had not yet received a reply to my email. I was on hold for 45 MINUTES. A customer service associate then had me explain the entire situation which took me about 10 minutes since she kept telling me that the computer may not accept certain discounts. I replied that I am fully aware of how some coupon codes and discounts may not apply when checking out. However, at checkout prior to confirming a purchase, it would state such and the price would not reflect the discount. This was not the case here. The price did reflect the discount at checkout. She then told me that there was nothing she can do. I have ordered from them multiple times before. I then asked to speak to a supervisor. She placed me on hold another 15 minutes just to tell me that no supervisor was available and that she could not give me the price that I accepted at checkout. I am aware that it is only a discrepancy of $12.00 and minimal. However, I am a person who respects principles and am sick an tired of these corporations down-grading customer service without any consequences. If you do decide to purchase from this company, MAKE SURE YOU TAKE A SCREEN SHOT PRIOR TO PRESSING THAT ACCEPT BUTTON ON ANY THOMPSON CIGAR PURCHASES. This way if they want to charge your credit card a higher price than the price you accepted, thus, defrauding you of your money, you are in a better position to dispute. The time and frustration far exceeded the $12.00. But, I will never be purchasing from this company again.

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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:

This website was reported to be associated with Cigars International.

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