Cigars International

4 months in a row I have paid the statement as soon as I received it and Thompson has not given me credit. Instead they send me another statement saying my acct is past due. I have had to call 1-2 times each month and argued with customer service each time, spending 1-3 hours on the phone. I repeatedly told them the check #, the amount and the canceled check as proof.. After usually 2 such calls in each month, they stop billing me. Their bookkeeping system is horrid. I am looking for another cigar company now.

On 4/27/2019, I made a qualifying purchase for a promotional cigar five pack. After a glitch on the website, I immediately wrote customer service to inform them that the promotional item was not showing when I reviewed my order. The service rep told me an order for the promo item was placed which was immediately backordered and then months later cancelled without explanation.

I submitted a follow up request through customer service on 8/29/2019 to rectify when I noticed the unexpected cancellation. That request was closed without a response or explanation a few weeks later.

I submitted a third request on 9/13/2019. That request was also closed without a response or explanation a few weeks later.

Wow, I hate that I had to give them a star at all to even leave a review. I have never had such an unpleasant experience with anything online before. I have been trying to get my order shipped to me or even just a refund for well over a month now. Today is Sept 28, and I placed my original order back in August. I contacted the customer service by phone but after an hour on hold I assume they just dont pick up that phone ever. So I contacted them through their online customer service. If you just leave 3 or 4 messages over the course of a few weeks they will eventually respond to you there. However, actually fixing the problem is not their goal. I just want my money back at this point and to warm anyone thinking of ordering from here. DO NOT ORDER from this company. They make their money by stealing from people online so they can keep their physical stores in business. No interest in their customers unless you can drive to their store location.

Terrible customer service, ordered 2 boxes of cigars online paid for over night shipping it’s been 5 days and still didn’t get the items. I’ve been calling customer service for 3 days now and have still not been able to reach anyone. Will never buy here again

They literally sent me two stale boxes of ***. I have tried to contact the company for over a week sent them so many emails it is impossible to count, which they say they respond in 24 hours and I haven't heard from anyone and I sent an inquiry in last week. Then when you call, you sit on the phone for over an hour on hold, I don't even know if they have anyone working here or if they just have systems that sit there for people to hang out all day on the phone. I just want to send these back. I will not do business with them again I learned my lesson but I am not paying for these.

Aug 19, 2019 I tried taking advantage on an advertised deal and ordered two items (Primary, secondary pick for me) from CI for an event on 8/27/19. On Aug 21, 2019 received notice of shipment on only 1 (Secondary) item. No input regarding the primary item ordered. Called during my drive from work and was on hold the entire time. 23 mins total. Called again when I was home but hung up a the 10 minute mark. Attempted 3rd call Aug 23 but after 15 minutes on hold I opted to cancel my order via e-mail. Email sent Aug 23, 2019 with request to cancel my order. Today, one day after my primary item was needed, at approximately 12:27pm I made one last attempt to call CI's customer service but hung up at the 5 minute mark.

I sent several items back to this company for a refund that I never received. I have since emailed them and have gotten no response.

I ordered cigars in an advertisement about three days into a sale. it listed a written description and photo of twenty cigars. I ordered two of these cigar bundles. the night before the sale was to end someone from the company changed the SKU numbers on the items I ordered and listed a different Sku and description for what I ordered. no attempt was made by the company to tell me they changed their listing. I only received ten cigars and not the forty I ordered. I have tried repeatedly the last two and a half weeks to reach them. my calls are not being answered and have never received a response to my emails. in ohio this type of activity is referred to as bait and switch selling and is illegal. ijust want my other thirty cigars.

I purchased a product from the business and it was defective when I received it. I was able to return the item but the business has not issued my refund. I have spent the past two months trying to get my refund, but the business continuously responds with a generic “we’ll look into the matter” without resolving the issue.

placed order was not received. called company who said they had no record of check. check was cashed and returned to my bank. advised that I would receive call from company but did no receive call. copy of check and order sent to company, still no response.

I have bought many pipes from this company. In 2017 I bought 6 pipes for $278.48. There were no problems with that order. On April 4, 2019 I bought 5 more pipes of a different type than the previous order. In three months 3 of the pipe stems, of these pipes, cracked breaking apart making the pipes unusable. The cracking was not due to my handling of these pipes. I smoked one of these pipes every 2 to 2.5 days, which can hardly be described as over usage. This brand of pipe was fitted with defective plastic stems. When I spoke with their customer service representative the only thing they were able to offer me was a $30 coupon on my next purchase, hardly enough to replace the pipe stems, which by the way were unable to be obtained from this company.

I ordered a product from this vendor, and they delivered a different product to me than what was represented on their website. I obtained an RA number and return shipping label from them and promptly returned the item. That was 2 months ago. I have not been credited the $142.64 owed me for the return of this product.
I've called them repeatedly and each time was told something different:
- "a check was mailed" (never received it),
- "a credit was issued" (was not),
- "a credit should have been issued but wasn't completed - now it is" (still did not receive);
- "it was issued, you just have to wait longer" (still didn't receive),
- "it wasn't issued but should have been",
- "someone started the credit but made a mistake - there I fixed it" (still didn't receive it)
- and finally today, "we can't check on it for maybe 24-48 hours because that system is down".
I believe they have no intention to refund my money, even though I returned the product and followed their return policies to the letter.

I ordered cigars in June 2019 and have called twice to find out why they haven't been delivered. They told me they were on the way. I called a third time on July 31 and asked for a refund. They told me it should be back in my account within 24 to 48 hrs. It's been six days. 4 business days. The order cost around $42.00. What can we do?

I ordered cigars from Thompson cigars on May 13th, I sent them a check for 48.47 which cleared my account on the 25th of May. On May 24th, my wife got an email from the company stating that the cigars were on backorder. On June 11th we called the company to find out when the cigars would be shipped, Hector told us he could not tell us when they would come in at that time we cancelled the order and was told a refund would be issued in 7 days. On June 25th we called again and this time we were told that it would be another two weeks for the refund check to arrive. On July 10th I sent a letter via email to customer service again requesting a refund. On June 24, we got a call from Gabriel and he told us that no one cancelled the order and that he would take care of it and a refund check would be issued the next day. We are still waiting for the refund check to arrive.

Cigar order sent with check # *** dated 4\24\2019, for the amount of $67.89. Item #*** Actual order amount was $72.45. The check I sent to them did not include the tax of $4.56.
On 5/3/2019 I called to find out the status of my order and was told it was placed on back order and they will be arriving shortly. Meantime found that the check I had sent for that order had cleared my bank on 5/2/2019 and I still hadn’t received my order. I waited a couple of months and called them back regarding status of same order and was again told that they were on back order and would take another 3 months. I requested that they cancel that order because I didn’t want to wait another 3 months and at the same time,I asked them, since you already have cashed my check, can you use that money toward another cigar order? They’re said “no”, cause “they are not allowed to do that”. They stated they were going to send me a check for the above amount.
As of this date and numerous phone calls, conversations, promises from 7 different employees, of which 2 were supposedly, supervisors... no refund.
I have been a customer with Thompson Cigars' for over 10 years.

I know that Thompson Cigar has been taking $14.95 a month since March 2019- July 2019 5 months. I don't know what this is for. Every time I call them I'm on the phone for 50 min.or longer. I had to cancel my bank card because of this and ask the bank for another card. I will no longer be buying cigars from them. Also I sent an email to them asking them to remove my email address from their list but I still get email's from them.

This company processes your order quickly, but that's where customer service ends. I have been trying to return a box of cigars I ordered and the company says you need an RMA number for all returns. When I call their return line, I have waited 30-45 minutes and never got an answer. The tell you, if you prefer no to wait, they refer you to their website. However, there is no way to get an RMA number on the website. I have emailed their so-called customercare address requesting an RMA number, twice, but never received a response. I have always used PayPal to pay for my orders, so they don't have my credit card number - basically, because their Cigar Club is a scam. All in all, this is one of the worst companies online for customer service. Too bad, but they just don't seem to care about servicing the customer

On 7-11 I ordered cigars and paid $26.99for over night shipping. I got my package on 7-13. I called and they said they would refund the amount. I have called a week later and was told they would refund it. Then I ordered a box of cigars on 7-25 two business day charge of $16.99. And so far it has been 3 business days and the package has not arrived yet. I have called but no one will pick up the phone. I am requesting $43.98 refunded. Thank You

Ordered Cigars and was put on 60 day scheduled re order list which I then called customer service to canceled as I found a better price for the cigars ordered. Then 2 months later get a email that the another order had been processed and was being sent to my old address. I then call customer service and updated them on the situation to, which I was given the run around and now 20 days later and 7 phone call/emails nothing has been done and no refund has been issued after they could see the order was being sent back to the shipper.

I have been dealing with CI exclusively for 9 years. When I lived in Bethlehem I visited their store daily. Since leaving the area I must order on line. I have never received an incorrect order. My order has always been delivered on time. There was one time when I experienced an incorrect order. CI apologized and gave me a $50.00 credit. I have nothing but good to say about CI and their employees. I will be a customer for life.