"I ordered a box of cigars and when I received my confirmation email they had an incorrect shipping address. I immediately called and waited almost an hour to talk to someone. She told me that it hadn't shipped yet and would " send an order to the warehouse." Of course, the order went to a post office 2 hrs away. Once again, I called and waited another hour on the phone and was told that they would ship another order to my correct address and that my account would be credited when the original shipment was returned. I waited a week, and still no cigars! I finally drove to the post office where they originally shipped and picked them up. I cannot believe that a business with such horrible service can actually stay in business. Cigars are a luxury item, and with our economy in the toilet you'd think they would be bending over backwards to provide their customers with excellent customer service! I will never order from JR cigars again, and hope they fall by the wayside like the unfortunate fate of many US businesses in the coming months."

"After placing a $660 order and paying for 3 day UPS delivery, I did not receive my packages. I did receive an order verification email with order number. When I called, customer service rep said the order was cancelled internally and had zero resources to help me. Said he'd email the people that "do that" and they'd email or call. 3 days later, no emails or call. Call back and wait 56 minutes to speak to someone. Same level CS personnel with no resources. Refused to let me speak to someone that could handle the matter. Put me on hold after I demanded service from a competent level. Came back and said supervisor told him it was my fault. The explanation was that my order was suspiciously large, and that I had a different shipping address than my billing address. What the hell kind of online retailer cannot handle that? I explained to him that $250 of that order was a 100 pc humidor and the rest was 60 assorted cigars to fill it! It did not seem unrealistic from an order standpoint. If I wanted 20 cigars, why a 100 pc humidor. If I order a 100pc humidor, why wouldn't I want a fair amount of cigars? Furthermore, they cancelled the order with no follow-up call, email, verification, etc. Just "screw this customer" and his evidently large amount of business. So the CS rep tells me he can re-do the order but has to make an "account" for me. That would give them a database of my addresses and trigger their system to "know I was real" also, so they can send me junk email (which is why I always buys as a guest). If they are unwilling to do business that way, don't offer it. Bait and switch A-holes is what they are. Anyway, so I calm myself and swim with the stupids and verbally repeat my name, address, zip codes, card info, billing info, shipping info, etc. Then repeat line by line the order. We get to the bulk of the cigars which is a 40 count sampler pack. He informs me its out of stock. It was not out of stock when I originally made my order, so I'm just taking their ramming from all directions. I cut that part of my order and save some money and figure I'll buy my cheaper hand-out cigars somewhere else...ANYWHERE else. He runs the card and tells me the new order he oversaw (b/c I was too stupid to order well online) is flagged as fraudulent. He has my last name wrong though I spelled it for him and its on the previous order, and in my email that he's reviewing, and on the card that he's got the info on, etc. He corrects that and its flagged again. He now needs age verification. I reminded him that I gave him my birthday twice. They ask for it when you log in as well. I had to verify it twice on the original order. He says the system now is requiring me to go to their website, click a link to an age verification website where I am to take a picture of my personal identification and upload it to their system. Nope..those sites use already published public record (mortgages, deeds, liens, etc.) to verify that your name has a record of the b-days listed and used in the past. I drew the line there and was not going to do it. Not for them. I'll find a way to meet in the middle, but for another company. Not going to do anymore legwork for these North Carolinian jack-legs. So, I pull the plug on the order and tell him to refund my money. He says that will take approximately 10 days. We'll see what happens there. But in no way, short of working with their parent company to take over their online operations would I do business with this incompetent company again. DO NOT SPEND MONEY WITH THESE PEOPLE. "

"I loved JR Cigars, but unfortunately they have horrible customer service, after the online upgrade the service has been terrible, I had orders that I won that never shipped. I had orders that were shipped incorrectly. There was a time you could call and the customer service was excellent, but all of a sudden, it dropped off drastically. I ordered from them for several years and have visited the actually store in North Carolina many times. Going to the store is better, the online service is trash!"

"Ordered $128 dollars worth of two jr cigar bundles on the 22 Feb 2020, noticing that in there shipping address they give an option for an 2nd address which is crucial when u work overseas on military apo bases but did not use the address added when I annotated in the 2nd address selection. I noticed this once the order went through and showed the address for shipping for what they had it listed and new immediately this would be a problem. So what I do, call customer service immediately after the order been process to catch them before they shipped it. The CSR said that he would leave a note to get the corrected address in place and the order shipped out 2 days after being February 24 2020. Today is 11 mar 2020 no cigars showed up in the mail and the tracking number that was provided for the order said it was being forwarded to apo but they claim it stopped shipment cause the change of address .

So u mean to tell me you knew the address needed to be changed since the 22 Feb 2020 and ya'll just now make the correction!!!??? The CSR told me he is going to overnight the package and showed be shipped tomorrow which means this order in total gonna take over a month before I even receive these cigars and they never emailed me an update about none of this I had to call them to get some damn answers. Never, ever, ever!!!! Order from these guys this be my first time and last time I do. Back to FAMOUS SMOKESHOP they never failed me, if it ain't broke dont fix it moral of the story."

"They wait forever for age verification and never tell you it is hung up since they do not call and only email which goes to spam. Then When you call and sort it out for yourself and finally get it verified then they never shipped the product.after I was verified I had to call weeks later to get it to ship!!! My nephew was in the military and waited for his cigars for two months that I was sending. What a horrible way to treat our military personnel. I even informed them that that’s who it was for. And they could tell that by the shipping address."

"Tried to order cigars...they charged by credit card but then went to an "age verification" page that did not work. FYI - age verification is not required - this is something these **** have implemented to cover their ****. Every other site appears to be quite satisfied if you certify your age on the website. Regardless, it required uploading an id image...would never accept the image - I wasted close to half an hour trying to place an order - finally decided enough is enough - you can't fix stupidity and incompetence. My recommendation is to not waste your time with these clowns."

"I placed 3 orders with them and the 2nd order didn't get shipped. After 2 emails to customer service, I got a reply saying my item is out of stock. They said, it will take 3 business days to credit my payment back to my account. But I still haven't gotten my refund or a notice about my order being cancelled. Had to file paypal dispute and wait from them to give me a refund. "

"Ordering is a big problem "

"order some cigar and need to update age verified . email them to check how long it going to take and never email U back , I think They are scam ???"

"They guaranteed delivery for before Christmas and even threw in a free expedited shipping so I ordered thinking it would get here way before Christmas even...turns out they took DAYS to process my order and not only that, even though I paid for an upgrade, they gave me slow shipment.... will never order from them again, regardless of what sounds like a "good deal". "

"Unfortunately, you do not deserve any other rewiev. Shipping an order placed to 3P.M. is a myth. The order placed on Monday, was shipped on Thursday and came on Monday week after the order. I have been writing messages, calling CS since Wednesday - no answer. I was left with no cigars for the trip, now I have to cover their shipping to Europe and customs fees out of my own pocket.

From JR, of course, no apology, no guilt, nothing. This was the second chance for JR, the third certainly will not be and certainly I do not recommend shopping in this store. It is worth to take advantage of the offer of shops that take customers seriously."

"Amazing owners and amazing cigars! Please visit RJ’s Cigars in Mesa, AZ"

"Ive been buying cigars from them for about 8 years or so and the first 7 years everything was great...never messed up an order,great deals, hell i became a premium member and things were grand.. customer service was the best and the auctions were some of the best ..then in may of 2018 everything changed... "system update" and all of a sudden non existent customer service...aution winnings dissapeared from my cart and no longer recieved deals..then i was kicked out of my account and told to make a new one...that just made things worse so i cancelled and started messing famous cigars...i wish jr cigars kept themselves together because it was a good 8 year relationship but alas all good things come to an end "

"Had been a loyal customer for well over 20 years, spending at least a grand per year on their site, but this year was a sea change in customer service. Orders placed and going nowhere even after taking all my credit card info, nothing coming from customer service. Countless calls, emails, etc and no response. Several messages left and nobody calls back. Not getting my cigars, nor the advertised discounts is one thing. But messing with my private financial data is VERBOTEN!! yet no response. They did send out a mass email apologizing and offering a come back to us discount.... yet they never fixed the site to get in, and then of course the discount was not honored and yet again no response from customer service. Bye bye JR. If you want me back, CLEAN UP YOUR ACT!"

"orders a box of punch cigars on Monday and got email same day and a tracking number for my order..today is Thursday and I'm smoking my cigar ...the quality is excellent totally satisfied"