"Ordered a $520 package never got it
Supervisor doesn’t know how to communicate with customers never ordering here agian"
"I've actually had good experiences with JR until the last 3 weeks. I can't log in, and reaching Customer Service is as painful as other reviewers relate. I was told that they are "changing over to a new system" and she sent me a link to change my password because, of course, the link on their site doesn't work. Whatever is happening, they are handling it in the worst way."
"JR will be BS you on your orders and if you call customer service you will be on hold for least a hour and they give you the run around once they answer. They have my order and my money telling me we don't know when the order will go out what kind of answer is that. THEN they ask me do I want to place another order HELL no you can't deliver on what you sell. They don't have there SH_T together order from Thompson Cigar or Mike Cigar "
"Made my order on 4/26/19. Ended up having to call to verify my age because of a new account. Called on Monday (4/29/19) and let them know that my boss needed by Wednesday (5/1/19) evening, so she said she placed the order and since it was later on Monday, it would ship out Tuesday, so we paid for overnight shipping. I called Wednesday morning to confirm it was coming and the representative let me know that it was out for delivery. End of the day came, so I called again and the next representative let me know the shipping label was just created. So we paid for overnight shipping and the package didn't arrive until 5/4/19. The return policy states that there should be a return shipping label on the order form (there is not) so I have called 3 times (each time on hold for 30 min, then I leave a message for them to return the call, they still have not) and I have emailed their customer service 2 times. My boss loves the cigars, but would much rather return and spend more money somewhere else because of the horrible service we have received during this order. Upsetting because he has purchased so much with them in the past."
"After attempting to win the daily deal playing BeatTheDealer I decided to buy it. The website wasn’t working properly so I called their 800#. They refused to sell me the Daily Deal for the posted price. They claimed that’s the price if you win Beat the Dealer even though it clearly states that if you win it’s only $1. They should be investigated for their deceptive practices. I will drive the 60 miles to my favorite cigar store before I buy anything from JR Cigars. "
"I made an online order, got no updates after 4 days, called to find out they cancelled my order without notifying me. Asked what could be done and was told that they could place another order over the phone, but they needed to charge my credit card again. I agreed but requested that they email me to confirm they won't charge me twice ( since the first charge still appeared on my credit card). First customer service rep hung up my call while I was waiting, and when I called back and explained to the another representative , he put me on hold for more than 30 minutes then automatically transferred me to the credit card company without saying anything. I assumed they wanted me to dispute the charge so I did so. EXTREMELY POOR customer service! Avoid at all cost!"
"I had made an online order. Checked the total after I confirmed and paid the price went up $10 .I promptly called and canceled the order with the VERY RUDE gentleman. 2 days later the order arrived and I was overcharged. I also cancelled my mailing list and email. I told them if I receive another catalogue would prompt another review so HERE I am. Pipe and cigars has better deals and free shipping. Don't waste time and money with these JOKERS.....
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"JR Cigars filters all their web reviews for their cigars! That's why you only see how great they are!! I ordered CAO Cigars › CAO Flavours › Moontrance Robusto, What a piece of crap!! Taped together with what looks like a corn husk wrapper...Sent 3 messages "zero" Response....Never Again!!!
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"So im going to start off by saying that when i read all these negative reviews after placing my order with jrcigars.com i was like omggg what have i done. i was nervous. i had spent a lot of money for my pocket book. So i contacted JR customers service a woman handle my call and was very nice and very friend. no problems what so ever with finding my order. I was just asked to send my id for age verification to them via email and then my order would be shipped. cs communication was excellent. i was notified of id received and then notify of shipment of order. i received my order today correct items and everything. i will purchase again. thank you so much cigar !!! fyi ppl reading the reviews. everyones experience is different and reviews are good to looks at but you are only getting on side of it. so pls keep that in mind! "
"Ordered a bundle of cheap cigars last week and had to send a picture of my driver's license to prove my age. My license is expired by 8 days, so someone (apparently it's the age verification company who wrote me because JR NEVER answers email or phone) contacted me and said that they would "hold my order" until I got my license fixed.
The problem is that they already took the money out of my checking account for the cigars. As I said before, I ordered a cheap bundle, so it wasn't a huge deal that I didn't get my money refunded right then, but if it would have been a few hundred bucks, I would have been REALLY ticked.
I tried emailing them directly and their mail server rejects emails for no reason. I tried contacting them through the web form on their site, and never heard back. I called them 3 times and left a voicemail and never heard back. I spent all day Friday and part of the day Saturday trying to get in touch with someone there and never did.
DON'T do business on the web with this company. "
"If you use a coupon code that works, they'll hold your order and then issue you a credit. Don't bother calling them on the phone because they'll never answer nor call you back."
"I applied a coupon at checkout, and it magically disappeared once I checked out and was charged full price. 5 emails to customer service and I've been ignored. I will now dispute this with my credit card company for a full refund. "
"Worst experience I've ever had. Bryant Martin is a manager and is rude and very unprofessional. I just want my refund"
"Placed two separate orders for boxes of cigars. Received a confirmation email for each. When I did not receive them, I began making phone calls to find out the status. Was told everything was in order. Called today and am now being told I won’t receive them. My credit card had already been charged. Customer service said “oh well, it happens”. No apology or any effort to make it right. Even though I’ll get my money back, their lack of concern or integrity (charging card before shipping), they’ve lost a good customer."
"I placed an order and received the wrong item,and when I called to find out what they were going to do about it I was told either send them back for a refund at my inconvenience,or keep them with no kind of discount so basically they were saying we screwed up and to bad I'll never buy from them again "