"One star because I can't leave zero.
You may think that the following is only one side of the story, or that it's too long to read and take in. But consider - there just may be some truth to this story. There are plenty of places on the web and elsewhere that sell cigars. Do you really want to run the risk - no matter how small - that what happened to me might happen to you?
If you're like me, you want a place where you can place an order, relax, and confidently wait for your cigars to arrive when they are supposed to. Cigars International is not that place. My experience is consistent with Steven J.'s. I have been dealing with C.I. for probably ten years or so with very little trouble. I placed my last order some time ago, received an email confirmation and ... nothing, nada, ziltch. Although I always order in plenty of time so that I don't run the risk of running out before the delivery arrives, this time their quoted delivery time came and was long gone. Finally, I called the spectacularly mis-named "customer service" to find out why. Their story was that there had been some sort of difficulty with the payment. This the first time this has happened in ten years, and, had I known, I would have taken care of it immediately. You will have to trust me that I am good for the price of the cigars. But, the point is that I didn't know because they didn't tell me. When I asked them why they didn't tell me, they said that they had emailed me. I then asked why I got the email order confirmation but not this bad news about the payment. They suggested that it might have been spam filtered. It wasn't, and they declined to offer any other explanation. On the rare occasions when other suppliers have failed to deliver they have apologized and done what they could to make good the damage their mistake has caused, even to the extent that they send a replacement order by next day delivery at no cost to me. When I suggested that C.I. do that or any other thing they might think of to mitigate the damage THEY caused, I was told that they "couldn't". You and I know perfectly well that they could, they just wouldn't. As a matter of fact, I must have been told "they couldn't" about 100 times during the conversation. Instead of a good old American "can do" attitude they have a "can't do" attitude. Anyway, it's safe to say that customer satisfaction doesn't appear anywhere at all on their list of priorities. Caveat emptor. Now, after years of business and thousands of dollars spent - NO MORE."
"I buy cigars from many different stores both online and in person. I was attracted by the low prices from cigars international, and placed an order. I had problems with their shipping and customer service was mediocre at best. I will be continuing to purchase cigars online but will not be doing so from cigars international. There are many more stores with GREAT customer service and a willingness to keep customers."
"I've purchased cigars from them over the last few years on several occasions and have been mostly satisfied. Once I got a substitute I was not happy with. My last order however was sent to the wrong address. When I discovered this I simply asked them to cancel my order. They ignored several email requests so I had to call them. Three weeks after placing my order I have yet to receive a refund. Their response to my latest query is they I will get a refund 7-10 days after they receive the cigars from the post office. Unacceptable. I'm done with them."
"Great prices, great selection, great service. A true class act. Order fulfillment has always been accurate, email notifications fast, and shipping quick. Been shopping here for 5 years with 0 problems and 100% customer satisfaction!"
"This company has GREAT customer service. The site looks a little web 2.0, but it functions amazingly well, I've had no problems using their website. I always get all my e-mail confirmations and all that.
Their customer service is great! I had found a $50 lighter on their site listed as $12 on sale, but when I added it to my cart it was marked backup to $50. I sent in a customer service request online via my account about this and within a day a rep sent me an e-mail saying they would honor the price. I would just have to call to make the order. My phone call was answered well within the estimated 20 minutes, and based on my telephone number they were able to pull up my account and the rep (don't remember the name, but it was someone other than the rep from the message) immediately knew what I was talking about and assisted me in ordering the lighter at the sale price right away. I gave them my credit card number over the phone, and she already had all my shipping/billing info.
The shipping is fair, as another review has said, and they usually have free shipping deals.
I like the products they offer on the site, they're not super cheap, but I know that anything I buy from them will be of quality. I bought a humidor from another company, and that company mistakenly sent me the wrong one.
I'll definitely be keeping my business with CI. "
"OUTSTANDING!!!! 5 Gold Stars for this Company.
Wanted to order a Humidor for my brother that loves his cigars, being a non-smoker I had a chance experience with Cigars International and a sales person named Shana. I being a non-smoker and not knowing about humidors was given a education of cigar storage. After probably a half hour of asking questions and me giving what I thought were answers of my brothers Cigar habits we came to a humidor that would fit his Cigar life style. Fantastic personal service, the products second to non and received my purchase only a few days after ordering. The rest of E-Commerce could take lessons from these folks. The Humidor was absolutely beautiful and feel it will be a very loved Christmas Present for years to come. Special Thanks to Shana for all her help and C.I. for being a CLASS Company to do business with. Oh, and Shana, 6 Gold Stars for her!
I gave my brother the humidor a little over a week ago and he was really happy with the present. It was a great gift!"
"I placed an order from CI which arrived promptly, was packaged well, and was exactly what I had ordered. Their price was about average for an online cigar boutique but much cheaper than at my local smoke shop. Will definitely order from them again."
"This website has the best prices on the internet, and customer service is friendly and helpful.
Packaging is great, shipping costs low, and they ship items out fast. Will buy again!"