"Call Help Desk, she stated the order was declined with no explanation.
I ask to reorder, she stated i have to do it online and the special is no longer apply.
I call credit card company, they said the charge was pending for 5days then JR cigar reverse the charge.
Call back to JR, they transfer call to supervisor, but did was on hold for a long time then the same person answer the phone asking can she help me and asked for the order # again then gave me a run around. I decided not to ever place an order through JR again."
"I've used multiple online sources for my cigars. Jr's has been on lower side of customer support and customer satisfaction. I've ordered twice during their promo buy this get this deals and both times I was lied to ordered as soon as promos had started and cart showed I would receive the free promo both orders shipped and neither time did I receive my promos. FALSE ADVERTISEMENTS THROUGHOUT SITE TO ENTICE CUSTOMERS TO MAKE A PURCHASE AND THEN YOU RECIEVE NOTHING. POOR BUSINESS. CONTRACTED CUSTOMER SERVICE BOTH TIMES AND NOTHING WAS DONE NO PROMO WAS SENT NO SORRY LET'S MAKE THIS RIGHT. I WILL ORDER THROUGH OTHER SITES BUT Jr's HAS LEFT A BAD TASTE IN MY MOUTH."
"Wanted a 6 pack sampler, said they needed verification of age. OK, thats fine. Then sent me an email saying my license was expired. Retook a picture of my license and tried to send it to them, but then the website said I "already had an account" with them and that the order would not go through unless I called them and waited on the phone for a long time. No thanks, I can order quicker, with better deals, and with less headache, elsewhere."
"I've bought from JR Cigars for 3 years, once a month. Always received exactly what I ordered, very promptly. One time they were out of my cigars, but they noted this on their website. I'm staying with them because their prices and service are better than others I've tried.
"
"I ordered a cigar sampler for my father for fathers day, a couple of weeks went by before my dad told me that he never received them. I checked my credit card and I was charged correctly so the order must have gone through right? Wrong, when I contacted customer service the rude customer service rep told me that my order was never filled and they couldn't fill it because they were sold out. When I asked why I was charged or why wasn't I notified of the issue, she replied with "I don't know sir, it was a system issue, I cant control that". They issued me a refund and didn't seem mind that a customer was wronged and inconvenienced. New customers beware DO NOT BUY THROUGH THIS COMPANY, they are unreliable and do not care about loyal customers. I will take my business elsewhere."
"These guys are deceptive bait-and-switch scammers. They pepper you with emails of phony "deals" that are always "sold out" when you get to checkout. Last time they didn't tell me it was sold out, just didn't ship the free cigars that were supposed to come with the order. After several days of contacting "customer service" they finally explained... "unfortunately, that offer was sold out. Only while supplies last....".
Really regret having paid for the "JR Plus" membership... doesn't get you jack, not even respectful customer service.
Don't go near these rip-offs....
"
"All the major cigar outfits were offering 10 pack promos with a box purchase of Punch cigars plus a Mr. Punch bobble-head. JR's offered 10 Punch Gran Puro Nicaragua's as their promo.( The ONLY reason I ordered from JR) My order came in my Punch Rare corojos were fine but they sent me a lame $#@ plastic beer mug and a 10 pack of Punch Punch. That is not what I ordered. All I could ask for is if you run out of something tell me before you ship me @#$&! i did not want. They would not go there only to say they are sorry I was dissatisfied with my order and I could send them back. ( They did give me a promo code for 15% off my next order it is JRDOJO1 if anyone is interested) I will not order from them again Terrible way to conduct business."
"The worst customer service ever. Had to call 5 times to get a refund for product they never sent...Still waiting to show up on my credit card.will not use this company again.As bad as Thompson Cigar company..."
"Rarely have I seen such poor customer service. After 8 days passed and no cigars had arrived I called them, and the excuses were legion. Finally, their excuse was that the reason they didn't ship my cigars was because the credit card holder was DECEASED! However, that didn't stop them from holding on to our money until I physically called and complained. I will never, EVER, do business with these people again..be advised! When I spoke to someone in management he chose to cover for the employee's involved over the customer."
"Awful customer service !
Did I say the customer service is awful...
Cannot get a straight answer from anyone associated with this "company".
And who the heck is Ashley ?
They cancelled my order, never sent anything and they still have my money.
Do yourself a favor and use a reputable company, and save yourself from the headaches."
"Ordered cigars online as a gift, everything came as stated. Was impressed that the message I wanted enclosed came as a handwritten note. Very Satisfied."
"JR Cigars is a mixture of false advertising and mediocre-to-bad customer service. They don't truly stand behind their product. I was very close to reporting this business to the BBB because of my shopping experience. The product I purchased, a tobacco-leaf humador (http://www.jrcigars.com/jr/index.cfm/hurl/evt=itemDetail/itemcode=3HU21), was not the product they advertised, described, OR pictured. Everything on the page stated it had a cedar cigar divider, but it did not ship with one. I spoke with Alfreda who said she would send me a divider right out.
Two weeks later when the divider did not show up, I called and they told me the model I ordered didn't come with a divider. I begged to differ since their website clearly showed a divider pictured. The gal I spoke with said the picture was wrong. I pointed out that it mentioned a divider in the text description as well. She said it was wrong too and that model they only sold in storefronts. I asked for her manager (Jamie) who tried involving the warehouse manager in finding a divider that might fit my box. She found one that was not of adequate height and then suggested I send the product back for a refund.
Outraged at their false advertising and spending 40 min on the phone on hold and arguing my point, I asked if they would send me a comparable or better tobacco-leaf product that was properly represented. After much debate, and Jamie going to "her supervisor" -which I thought was odd, they offered me 10% off on a much more expensive humador. Being at work I could argue no longer and ended up accepting the offer. They sent the new humador very quickly and provided return shipping labels for the product I was returning. The new product was much nicer but still had defects. Chips in the finish and out of the 3 dividers included, only 1 of them had the proper adhesive gasket allowing them to fit in the box properly. I had to modify the box myself to save interacting with the people a third time.
In the end I got a product I was mostly happy with and a small slap-in-the-face discount for my time and trouble. Needless to say, I won't be ordering from them again due to their false advertising and poor customer service. A company is nothing without a good service department and these ladies were not willing to go the extra mile for my patronage. They have since updated their website with the correct product description, but as my screenshot shows, it wasn't properly represented at all: http://i21.photobucket.com/albums/b251/graybeam/JRCigars.jpg
Steer clear."