"Boy, has JR has plummeted since the days of Lew. I used to buy from JR exclusively. Lew's weekly specials were so good that I'd find myself making purchases when both humidors were already filled to the top. My solution?...buy a 3rd humidor from JR of course. The specials were just too damn good to pass up. Today's weekly special?...20% off La Finca and Remedios "Because you deserve it"...wow. Talk about officially bottoming out. I unsubscribed today."

"I was a JR Cigar customer for over 10 years. The service, prices and auctions were awesome. I noticed about a year and a half ago that my orders arrived without decent packing in the box.... which damaged some cigars. First time, customer service took care of it right away...
I loved the rapid fire auctions as you can try some good sticks for a cheap price. The last time I went to log on, JR Cigar didn't recognize my email or password. I called the customer service line. Left a message as their message said I would be called back "in the order it was received". Geez, they must have a ton of calls because I've called and left messages 3 times, and then decided to try the hold thing.... 1.5 hours later, nothing.
I emailed about having my membership updated so that the shipping was included...hey, I paid $60 for that service. I sent an email to customer service, and I got a "reset password" standard reply, which did nothing. I did reset the password, then went on rapid fire auction, bought items, left them in my cart as I might buy more the next day. The next day, as you can guess, the cart was empty.
This was once a great company to deal with and purchase from. I understand they have changed some technical stuff, but they continue to bury their heads in the sand. What I would have liked to have seen was that they would publicly admit that they screwed up and apologize for all the BS that has gone on... but they seem to just not want to acknowledge the absolute incredible drop in their overall organization.
I did go to Cigars International.... now I wish I had been there years before! Great specials, brands and prices. For someone that spends over $1200 a year on cigars, they now have my business... and the customer service is fantastic.
Never have I been more disappointed in a company than the complete downward spiral that JR Cigar has taken. "

"I have “won” several rapid fire “auctions” and have received NO indications in my cart. After 30+ phone calls 12 emails I have received no replies. Time for customers to file class action suit regarding their “auctions” and ripping us off. My next move is to contact attorney general / and FBI as federal fraud involved."

"Took 2 weeks to get a hold of anyone, to find my order hadn’t shipped due to required age verification that was not even notified of. I don’t recommend emailing, call and stay on hold is best chance to get a hold of someone."

"First off let be known I started purchasing cigars 1978 when owner Lew Rothman had a small retail store on Park Row in Lower Manhattan. Quality, service , product selection, integrity and pricing was second to none. Since Lew has stepped away some 3-4 years ago I have noticed things were not changing for the better. All to many of my recent order were either poorly delivered or the quality was way below par. My most recent order arrived and it was garbage, for over four days and counting I have called customer service only to wind up on hold while the same moronic message continues to loop or you have the supposed option to request a call back which never occurs! Clearly the mind set has changed at J&R where the customer seems to come last. "

"1) the customer number service is useless, no one ever answers the call or returns a call
2) I tried to find a cigar using the SKU on a prior order and by using the product description name, the website couldn't find either number
3) the website doesn't list cigars in any logical order, instead its random"

"always Prompt Reliable, Excellent Service Always
NEVER ORDER FROM Tobacco General, no tracking very poor customer service 10 days, and have yet to see my order, you call and they put you through to a answering machine, Total ripoff"

"An open letter:
To Whom It May Concern,

I am writing because I am very frustrated with your organization as I have called and spoken many times over the last week and spoken with several of your customer service representatives. I have been a customer for quite some time. Apparently, from what I have gleaned you had a major disruption in service because of some sort of technical issue involving your website and customer database. I would have expected a quick resolution from an organization that claims to be the “world’s largest.” Nonetheless, as a result of this issue I was instructed to create a new account, which I did. The new account does not contain my order history nor my jr plus membership and I am now being charged for shipping. I have called several times inclusive of yesterday to have the account consolidated so that I have all of my previous information. You have sent me the password reset ‘Cigars101’ however that logs into the new account.

I suspect over the course of the week I have spent several hours on hold, leaving my information because your switchboard was jammed, waiting hours, and on one occasion, a full day for someone to call me back. I even sent an email that went unanswered. Further, I have been told on two different times this would be resolved and it has not. I will not contact you anymore. Please delete my previous account and do not send me my monthly orders. I have subsequently deleted my other account.

Very Respectfully,
Shawn
"

"Placed an order over $1200 one week ago. I haven’t been able to reach customer service by email or phone or social media. I have left several messages with my phone number and order number. It’s been one week, and even after spending that much money, they haven’t returned my call. I don’t know what to expect. I am trying to follow up on my order and haven’t even been given five minutes. "

"I tried to call in to place an order last week but got the recording about a system upgrade and advising me to order online. That would have been fine but the JR free shipping I paid for in April was not showing up.
After multiple phone calls and an email and a 48 hour wait, I did get a return call but the problem was not solved.
I went in to place the order because I needed cigars and figured they would ultimately credit me for the cigars. This was May 31.
More phone calls and emails and five days later but no one has gotten back to me. To hell with the "your call will be returned in the order it was received" or "your call is very important to us."
So, the order comes in and I was billed for the 2 bundles of 20 cigars I ordered. That was reflected on the paperwork in the box but unfortunately, only one bundle was inside.
So, I am out my freight, a bundle of cigars, and no way to get in touch with someone.
My guess is Jr Cigars is ready to go out of business and they are screwing many loyal customers out of as much money as they can before they do."

"Never in my adult life of over a half-century have I seen a business fall off a cliff like JR Cigar. I have been a loyal customer and JR Plus member for 3-years with nothing but good things to say about this company regarding quality, price and service. But, oh my, how things have changed. Some genius decided that they needed a system upgrade and instead of letting professionals that know what they are doing handle things, they obviously felt that they could manage it themselves. Big mistake. While they continue to notify via email of won auction items, the product now never ends up in your cart. This requires a call to customer service that will require a minimum 1-hour hold time or the promise of a return call that may or may not come. Once actual contact is made, you need to convince the representative that you actually won the auction, and then they will process a manual order, one which never hits your Order History to do things like "track you order". The last incident was a 10-pack of Alec Bradley Black Market Robusto cigars. She processed the order and charged my card for the winning auction price, but only shipped me (1), one cigar. Really! This required another marathon attempt to get it resolved. Forget about emailing. They are overwhelmed and will just ignore you. I have cancelled my automatic renewal to JR Plus and must now move to a new supplier. This is a real tragedy and one that never should have happened."

"Somebody must be smoking more than just cigars in that company because you can't get in touch with anybody. I've been trying to contact this company for nearly two months, holding as long as an hour at a time with no answer. Bought the Jr Plus for free shipping, but it doesn't even show on my active account that's why I haven't ordered anything from them for over 2 months. Now I'm just trying to contact them so I can cancel my account and get my money back. Don't waste your time, energy or money dealing with this company. Run away as fast as you can. Terrible company"

"I'm a long time customer and a "JRPlus" member. Couldn't agree more about how bad their customer service is. Hours to actually speak to someone and they never reply to emails.

Biggest ripoff is their JRPlus membership which provides free shipping. They've suddenly decided that if your a JRPlus member then you can't receive any other discounts. So, this morning they sent me an email to use coupon code 30for30 to receive 30% off for 30 minutes on any order site wide. A good deal, right? Since I was signed in with my account, when I went to checkout, I was going to receive my free shipping ($7.99) but my discount code was invalid. So, to their most loyal customers, they expect us to give up $68 discount to save $7.99 shipping. Logged out and setup new account and sure enough, no problem getting that discount but having to pay for shipping. This only occurred to me since they tried to charge me shipping on a recent order where they had honored the discount and when I went through the incredibly painful process of waiting to speak to someone and then, as usual, speaking to the rudest customer service person who immediately claims your trying to rip them off somehow, she mentioned that they don't think you should get free shipping along with discount. So, they clearly went in and changed the system to prevent that.

JRPlus has now become a ripoff. They raised the rate to $59.99 so you better be ordering a lot at full price to want to be a member of that. Also, beware that if you're order is fairly small, they'll ship via UPS and you're likely to not see your product for well over a week."

"This company has gone from bad to worse. Lousy costumer service your on hold for hours and when you leave a message nobody calls you back. Last time I am buying from them. I am taking my business to elsewhere, like famous smoke.
"

"TERRIBLE SERVICE. It took JR a WEEK just to ship the cigars and only after two customer service emails that went UNANSWERED and a phone call that went UNRETURNED. I've been ordering on and off for 10 years. NO MORE. "