"I've been a long time customer never had a problem before, I placed an order on 2/23/2017 and it is still processing.
Made several attempts to call only get busy signal
they aren't answering my e-mail"
"New to CI as Feb. 20th,2017 was my 3rd order. First two orders were without complaint. The products were correct and arrived within a week. I am still waiting on the Feb 20th order. I got some "canned" emails about the delay/problem. Nothing specific. Emailing customer service got no response (3 times). Attempts to phone resulted in many busy signals. When I got thru,I found my self on hold for over 30 min before giving up. Got through once. Gal was pleasant. She said my order was in "picking" and therefore being assembled now/soon. She could not verify actual status. I suspect she was just being nice. I checked today and my order does not show shipped yet. My humidor is half full,so I'll wait patiently and see how this plays out. It seems unlikely I will use CI again. "
"Ordered cigars on 2/28. It's now 3/15 and I've gotten no update on the status of my order. I've sent messages several times now through their customer service messaging system with NO response. The customer service number is always busy. Horrible company to deal with! Bought cigars from JR Cigars and they were shipped right out! I'll have them within 3 days!! "
"Sure wish I'd read the reviews before I placed an order. I placed an order as a gift. The confirmation was correct, but the shipping address was my name, with the recipient's address. I immediately tried calling, but they do not answer the phone, so I emailed. The eventual email I got was some long, rambling paragraph about how they're just a bunch of flakes, sitting around smoking cigars...no reference to my issue. Today, the gift has not been delivered, so I have opened a process to get a refund through PayPal. Sigh."
"my recent order also got the emails apologizing for their new system causing a delay. It was at least a week before they finally shipped my order, only to have UPS hand it off to the Post Office locally here and that was a week ago. Still have not received my order and their toll free number just has constant busy signal, called a local Bethlehem PA number and left a message, also sent emails to them. NO RESPONSE. HORRIBLE CUSTOMER SERVICE. I WONDER IF THEIR DOORS ARE EVEN OPEN.
"
"I've been purchasing from Cigars International exclusively for about the past 10 years, so when I placed my recent order for my father-in-law's birthday, only to get several emails back stating that they were having trouble with their new system, I initially gave them the benefit of the doubt. But after 2 weeks, I called, only to have the phone ring and ring with now answer. I sent several emails and web messages to them, all going unanswered. Over 3 weeks now, with no response and no product. What a pathetic way to do business.
I would highly discourage anyone from doing business with this company. I'm certainly finished."
"CI's customer service reps are actively rude, and by that I mean they seem to go out of their way to reply in the most childish, snotty and defensive manner possible. They are just real baby idiots, who carrying out charging, shipping and delivery policies that at best, favor their own agenda over the needs of their paying customers, and at worst, they're just plain swindlers. If you're not already sorry you did business with them, they will make you sorry in no time flat. "
"CI claims they updated their Web page and it is causing them problems. I tried for 2 weeks to call customer service and when I would get through they would place me on hold only to have the call get dropped. I finally got **** enough to call and take the option that I was going to order. Of course when I went through that option I got a customer service rep. I asked the status of my order which was two weeks old and was basically told that they could not tell me anything about my order. I asked to have my money returned and my order cancelled and they refused, but said that when the day came that i got my order I could return them for a refund. So their business works when they can take money on new orders but it is broken in every other aspect. I will not order any cigars from them until I know they have corrected their issues. In the past customer service was pretty good, but right now it is beyond terrible. So they have my money and cannot tell me when they will fill my order, or the status of my order. "
"Placed an order for three items on Feb 19, 2017. Received notification that the items were on back-order. Have requested numerous times through email and voice messages a request for an ETA of the items. NO response what so ever, not even an email or phone call regarding acknowledgement of the emails or phone calls. Will be taking my business to a company that appreciates my continued purchases. Thanks and good luck with what ever issues your company maybe facing regarding customer service. "
"I placed a order on Feb 15th, I still have not received my order. I called several times and was disconnected or just went to a busy signal. I then wrote four emails and want told I would receive a email back regarding my order, that never happened.
The company has very very poor customer service, I will never order from them again."
"I bought a 19.95 starter kit from Thompson and from cigar international,
same shipping time for both..
the tompson came with and a cheap **** cutter and a 3 dollar tri lighter, so that was nice, nothing like that with CI...
the humidor with the cigar international was clearly a step above and easily 2 times better than the one that came with the Thompson, and larger and better made. the Thompson one, I could just toss away and not be upset, the CI one is preety decent and closes preety tight, for now my good cigars will bo in the CI..
the cigar selection was a decent 9 victor Sinclair stuff from Thompson, vs a 10 pack from CI of a decent mix, with lots of names I recognized from the local cigar shops, at above the 5 per stick level, like cao, mark twain, tornado, vegas, even a gurkh, ho, amati and a dark leaf ramon bueso, all roughly 50 ring, kind of liked the CI mix better than staying in one brand as I am just starting off and like to get a variety for my cigar dossier
thompsson called me 3 times to push their cigar club, instant delivery, and I almost did it when placing the order for the 5 free cigars not understanding they would just send stuff in 6 weeks,,, left a bad taste in my mouth,,,, nothing like that with cigar international, with CI I did add some stuff to my cart to later find it up in price, I called and CI tracked down the lower price one for me,, I pushed the lady at CI for a discount or a free shipping or a 10% off code,, to no avail,,, they were nice about it but I am always looking for an extra deal.. I did order the 30 cigar po boy II from CI, I was VERY HAPPY with the stuff that came,, a bunch of sticks that I see at my local store for 2-7 bucks a stick,,, and I got them for a buck a stick,, AWESOME . overall next order will be hands down from Cigar International.."
"CI has been good to me for the past year or so that I have been ordering cigars. My most recent order arrived yesterday with two Z-Torch torches. One was a dud and the other worked. I called and they immediately agreed to send a replacement for the dud.
I have seen some reviews about CI and other merchants regarding credit card charges. I spent a decade in the risk management group of a large credit card issuer. If you ever have a problem with incorrect charges on a card with the Visa or MasterCard logo, and the merchant will not work with you, CONTACT YOUR BANK IMMEDIATELY. Your card has fraud protection. Give the merchant the chance to fix the problem. If the merchant won't budge, contact your bank to dispute the charges. Let your bank and their bank fight it out. You are not at the merchant's mercy.
That said, I have really enjoyed working with CI."
"I ordered the Gurkha Warpig Robusto CIGARS via the Joe Cigar daily special along with a sampler. I ordered them on 6 Oct and received them a week later on 13 Oct, FREE SHIPPING. The Gurkha Warpig cigars were DRIED OUT when I received them. So I put them in my humidor and gave them some time to moisten up. I tried to smoke "TRIED" one last night and it was horrible. So today I called CI Customer Service and shared what happened. The young lady I spoke asked me how many I had smoked, I said " I tried to smoke one" she said okay I can send you RMA tag and you can ship those back. Once we (CI) receive them we will prorate you for the other 9 worthless cigars. I was like WOW, so I ordered what was suppose to be quality smokes, you send me GARBAGE and I get charged for the one I COULD NOT SMOKE. Her response, "well we are paying for the shipping to get those back". So I guess I'm suppose now be happy that I wasted my time in trying to order from Cigar International. I shared with her this was my first time ordering from CI and the last time. Think she cared? No empathy, not even an acknowledgement that I had a horrible experience. I'm sure her disposition was she makes minimum wage answering calls from unhappy customers what does she care! The more unhappy customers that call CI, the more JOB SECURITY FOR HER. I told her, this was my FIRST and LAST TIME ordering from you guys. She didn’t care. Made a less than desirable experience WORSE! Don’t waste your time ordering from Cigar Internal, take your business to a company that cares for it’s customers and the quality of the smokes they sell. Try Thompson Cigars or Cigar.com. Now I’m not saying your experience will be like my experience, but when it is, YOU’VE BEEN WARNED. Don’t waste your time with these JOKERS ! "
"I ordered a mix of cigars to be sent to an APO address in Afghanistan where I’m doing service.
I could hardly believe the mail I got from CI when I’d already paid with my credit card.
It said; We have processed a verification charge of under $3.00 on this order, this is to verify the card activity. Once the amount has been verified and the correct billing address applied, we will charge the remaining balance and release the orders.
The thing is that they sent me a pack to the same APO two weeks before this mail without any problems and now they are going to charge 3$ extra. Charging me after I’ve checked out from my purchase.
This is pure theft and fraud. I’ll NEVER BUY FROM CIGAR INTERNATIONAL AGAIN.
THIS IS NOT THE WAY TO TREAT SOLDIERS DOING SERVICE FOR GOD AND COUNTRY!
"
"I had placed an order on Jan 1 2016 i kept checking my order status and it kept saying processing ready to be shipped so I wasn't getting to worried as I did order on New Years so six days goes by and I send them an email saying my status and asked them if Anything was wrong so they send me an email me back the next day now mind you this is now 7 days later since I had placed the order so they sent me an email back saying they needed an age verification ok so why wasn't this done 7 days ago but anways I send them my driver license and then they said something was wrong with the payment well come to find out they refunded my money the same day I placed the order very weird called several times and get a different answer each time the worst part they said they refunded my money on the first it is now the 20 and still no refund called the bank and they see nothing I was ordering this for a birthday present none of the customer service people were apologetic or anything they don't think they are in the wrong I really liked their deals but I will never place an order from this company as before as I'm out money and no one can tell me where it is I would rather go to my local cigar shop and pay retail then order from here again I am very unsatified I hope this never happens to any one else"