Cigars International

I received my order from *** (order below), but not all of my items were correct. Rather than the *** Vanilla I ordered, I received *** Peach. Initially, I did think I may have ordered the wrong one, but checked the confirmation sent. Somewhere in the process a mistake was made, but not by me.

I am disabled and yesterday had injections in my spine, so my husband graciously took to helping sort out the mistake with customer service via phone. It took over an hour total, with most of it on hold, to get the order corrected. However, it will be over another week before I get the replacement and will be tasked with printing a return label, boxing up, and driving the shipment to a carrier. I have no printer at home, I live in a rural area, and I am disabled. That is why we order online. In the meantime, I have no product (through no fault of my own) and my request for expedited shipment. I was then told I was already not being charged for the returns and replacements and no more could be done. Since this is in no way my fault, customer service is in no way doing me a favor and should not suggest such.

Weeks later, the replacement nor the return have not been processed and customer service has not responded in any way.

we have on multile ocassions have had issues with this company where when we purchase cigars on line they in return start charging us monthly club fees without our consent, recently on 6-14 I purchased a box of cigars that totaled $83.00. they charged us for the 83.00 on june 14 and then on june 16 they went ahead and used my wives card and charged an additional $72.00 for who knows what. we never authorized that charge. I tried calling them and I get put on hold for more than 30 minutes at a time, I have emailed them and nothing. I finally called my credit card and opened a dispute which will take more than 1 month according to them. this is NOT ok, why do I have to wait to get my money back. This cigar company are thieves, we should have learned the first time around. I read their reviews and it looks like other customers are having some related issues regarding unauthorized charges. I would like my money back and asap.

purchased a gift set of cigars from Thompson Cigars for a Father's Day gift for my father-in-law, total cost was $39.09 with shipping. My purchase was delivered on 5/22/19 and after showing the gift to my wife she informed me that her father doesn't smoke any longer due to health problems. I went on Thompson Cigars website and followed their instructions on returning a purchase. I mail the package back to Thompson Cigars using *** with tracking number *** which was delivered to them in Tampa Florida on 5/28/19. I sent them an email on 6/13/19 asking them how long it would take for them to process my return on my credit card. I have not received any reply as of today 6/19/19. I called their billing department at on 6/18/19 and 6/19/19 and waited on hold for over 30 minutes for both calls listening to their messages that they have an extended wait time due to the amount of calls. I would like to have them process my refund in a timely manner. I think waiting 3 weeks is not acceptable and I will never order another product from this company or refer it to any of the many cigar smokers I know.

I need a return label to send some cigars back to the company. I asked for it to be sent via email and I haven't gotten one yet.

I’m part of the monthly subscription, have called for three weeks straight, been on hold for sometimes up to a half an hour before giving up but have tried to cancel my entire membership but still can’t. Even emailed them last week still no answer. Yet when I call the main number to place a new order they pick up within minutes but when I ask to cancel my membership they get me to a different extension and once again can’t get a hold of anyone. Now they just charged my credit card today for $100 for a box of cigars that I do not want yet now getting shipped more cigars when I don’t want any anymore. Awful service. Even worse you can’t cancel online that’s only via a phone call.

Cigars International, *** and MANY other online pages are all owned and run by the same company. This company has a huge online presence and will process your sales order quickly. That's where it ends. They make every possible effort to sign you up for a rewards program or "club" to receive benefits. My experience with this was them making it very difficult to cancel, but finally they did cancel. Then billed my credit card 2 months later for over $300! I immediately called to cancel the order and get a refund. After confirming cancellation and ending the phone call, they sent me an email confirming the "club" membership was cancelled... processed the payment and sent the order. (That's not how cancellation is supposed to work). 8 phone calls later, they have not issued a return, hung up on me, and promised email confirmation of our conversations. They have not sent ANY email confirmation of anything. One particular to Max ended with him saying he would send an email confirmation. I said I'd wait to receive it before hanging up. Then he said he was away from his computer (this is the guy at his job helping me with a return/refund). He said he would have to have his other guy do it. I said I would wait. Then he said he didn't have his headset. So, either the company uses customer service reps who don't have headsets or computers, or they use customer service reps who lie to the customers. I'm going to go ahead and say they lie. If you need any evidence yourself of them lying, just call customer service. You'll usually be put on hold for more than 30 minutes if they answer at all. While on hold, you'll be told "we are experiencing longer than usual wait times". It's not longer than usual. It's usual, it's consistent, and it's a lie. If you like getting mistreated, ignored, lied to, forced to wait, and stolen from. This is your company (or companies). If you want good business, go elsewhere, anywhere. These guy are just blowing smoke.
-Mike

I have ordered twice from this company and both times the products have been back ordered for at least a month. The first order took approximately three months to arrive and this order is still showing back order and it's been three weeks since I have placed the order. I just got off of hold for 45 minutes and was not able to get a representative on the phone. If a company is going to sell items on a special then I feel they should have ample in stock and not make the customers wait.
I will NOT be ordering from this company again as there are too many other cigar companies that deliver in a respectful time limit.

Spoke to representative on phone. Considering doing business on phone. I told them I would consider doing with them in near future. They asked if I wanted to put CC on file, which I did. I found out today, that they enrolled me in a automatic delivery, and charged. I specially asked that this not be done, and the rep ensured me that it would not happen. Today, I have been waiting on the phone for nearly an hour, and still haven’t got a response. I will return product, and want a refund.

I ordered cigars from *** Cigar Company with a mail in order mailed on 5/29/19. On 6/4/19 my check for $131.89 cleared my bank (I have a copy of both front and back of the check.) I have called numerous times and been placed on hold for hours. Every time I ask to speak with a supervisor, I get cut off. They keep saying they never received the order, but I have the proof that they not only received the check and order, they endorsed the check.

I have tried many times to contact them waiting time is well over an hour. twice I was able to talk to a customer service rep. first time about a month ago I asked for a return label I was told one would be in the mail. as of today no label, second time was last week I was told the label would be sent by email, as of today no email.

I received a gift certificate for $50 for *** Cigars, recently purchased by Cigar International, this past Christmas. The *** web site says that there is no expiration date for their gift certificate. However, they refuse to acknowledge my certificate and will not honor it.

This complaint is with Thompson cigar, a now part of cigars international. On may 31st I ordered a humidor and cigars. 3 days later the cigars arrived, and no sign of the humidor. I checked my emails, it showed they were shipped seperately, no problem. However, I did notice it was strange that one package arrived and the other was still in pre-shipment according to usps. as luck would have it, 10 days later my package is still sitting in pre-shipment. They never even shipped me the humidor! they simply made a label and moved on with their day as if nothing happened. The humidor showed to be in stock, and still shows to be in stock. I'm not the only one with issues with this company blatantly disregarding their customers. Their customer service reflects this as well. The first time I made an order with thompson cigar they gave me a phone call to confirm I was who I was stating on my account, this was fine. They then proceeded to inquire if I would like to recieve any cigar club offers. I vehemently refused any type of club. Comes to find out they really did not care what I refused, they signed me up anyway!!! What kind of blatant disrespect is this? This is fraudulent business practices. I and many, many others have this same issue. You cannot go around charging people's accounts just because you need to make money.

On 06/01/2019 I inadvertently made 2 purchases and once this was realized I wanted to cancel one order, however the company does not appear to have the capability to allow the consumer to return or cancel an order. I tried cancelling from the website, option not found. I emailed them from the website no response it appears that there website email address is wrong.

Then I called Sunday 06/02/2019 and was on hold for a half an hour, some picked up and stated that they could only take an order and they could not cancel an order, odd and that I would have to call back on Monday.

Then I received an email say that my orders were shipped. Again ODD that they can take an order and ship an order but can not cancel an order.

Called on Monday 06/03/2019 and was on hold for 25 min
Called again on Monday 06/03/2019 and was on hold for 15 min
Called again on Tuesday 06/04/2019 and was on hold for 20 min
Called again on Tuesday after 10 minutes someone answered, I explained my situation and the frustration with their Customer Service and again this individual could only take my order and could not assist with returning it.
Later on Tuesday a Dennis called me and stated that since the order shipped, he could not cancel the order but he would send me a return label.
Wednesday 06/05/2019 no label was emailed, but the boxes did arrive. No return information was included, again seems like a very difficult process for returning items.

Thursday 06/06/2019 called was on hold for 20 min
Thursday 06/06/2019 called was on hold for 17 min and Alex picked up and stated he could only take an order but could not help me with my return. I stated that I hope this conversation is recorded and that Dennis stated he would send me a return label but still have not received, the email yet. Then I requested to speak to a supervisor Alex placed me on hold and that came back and stated he would have a supervisor call me.
Friday 06/07/2019 Still no call back, still no return label.

I really don't know how this company can deter or limit and essential prevent a consumer from first canceling and then returning items, seems like an unfair and deceptive practice.

I made an order on June 1st for a 3 carton bundle of Phillies. On June 2nd I received a shipping confirmation. It is now June 6th and the tracking # I was given shows that the package has never been delivered to USPS for shipping. There has been no response to my email about this and I have called four times, only to be put on hold for 30 minutes at a time and have never been able to talk to anyone. I think this company is nothing but a scam and a rip-off. Checking their reviews, I am sorry I ever ordered from them.

They don't answer their phones. It's been weeks since they don't answer their phones as of 5/29/19. I'm trying to get them to send me a return label and a refund on a non-cigar product I purchased from them. Very frustrating.

Their club auto ships items you do not order... to get a return or any customer service be prepared to be on hold for an hour plus.

As fraudulent a company as I have seen in a long time. You have gotten numerous complaints, but their rating is still "excellent", despite their obviously fraudulent practices that have been outlined by many others.Thompson sold out last year to a bunch of scammers. Do you ever react to people's complaints? That is why I never got my clinic Revdex.com accredited some years ago. Everybody told me that the only interest of the Revdex.com was to get more members and, thus, more dollars.

Terrible customer service..Never received my club order May 20th and No one answering phone calls or emails. 5yrs of loyalty gets you this.Very Disapp
Eclub order May 14th order***.confirmation 16th 122.94 charged to my card. No Cigars

I ordered cigars and paid 26.99 for over night but didn't get the cigars till 4 days later.
On Tuesdat 5-28 I ordered cigars and paid the 26.99 for over night shipping. I received a confirmation the next day stating I would get my order on Thursday. I tried for hours to call them but no one will pick up the phone. I emailed 4 times but no response. When I finally got my order, it was Friday, 5-31, 4 days later. I have tried every day to contact them but can't get them to respond. I would like my 26.99 refunded.

I did not receive the correct shipment for an order I recently placed.
ON May 26,2019 I placed an order for cigars and a 12 pack of *** humidity packs. ON or around My 31 I received a package that contained half of my cigar order and 1 single *** humidity pack. I have called multiple times as well as emailed the company to no avail. Not only was I charged $116 but didn't receive anything in the correct quantity. I have ordered from th is company for years and never had an issue until now. I've wasted a lot of time on the phone trying to reach somebody from customer service to NO avail