ComplaintsforCigars International

• Initial Complaint

  12/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This business has been routinely billing me and charging my debit card $38.88 every three months for the last two years. It took two years to figure out what company was billing me, since their charges come through as "cigars" I do not, not have I ever, smoked cigars. When finally able to contact them regarding my issue, I was told they couldn't find an account, they couldn't tell me what the charges were for, where products were going but they COULD AND DID confirm charges were being made to my card. All they advised was to change my bank card. Which I have already done and they keep billing me anyway! I want my money back and I want to stop being charged for services or products I am not and have not received.

  Business response

  01/20/2022

  We sincerely apologize for the unauthorized charges to their credit card. 

  According to our records, the fraudulent transactions were brought to our attention on 12/28/21. We immediately removed the card from our system so that no further charges will process. Considering these were unauthorized charges, we do not share any of the details of the order or account, however we advise our customers to contact their banks for a full refund and replacement of the card.
  
  After the 12/28 transaction, we do not see another charge processing. If you happen to see another transaction after the charge from 12/28, please let us know and we will be more than happy to look into it further. 

  We employ the latest state of the art internet security to store our customers information. Our website is secured by the latest ****** Internet Security and is tested multiple times daily. Our company follows the toughest PCI (The Payment Card Industry Security Data Standard) Compliance guidelines to secure customer information. These established standards are necessary for us to be able to process online cigar orders.
  
  Once an online order is placed, credit card numbers are encrypted and become unreadable by sales or customer service staff members. Orders are automatically downloaded into our order processing system with credit card information relocated to a separate encrypted server. Essentially order information and credit card information are stored on separate servers. We can assure you that we exceed industry standards to provide a secure online ordering environment and we are confident that your credit card information was not compromised as a result of our ordering process system.

  Once again, we sincerely apologize for the unauthorized charges and we are here to assist in any way. 

  Sincerely, 

  The Thompson Cigar Customer Care Team 

  Customer response

  01/25/2022

  I am rejecting this response because: it took two years to find out who was charging my card. They found my account using my card number, and if they were as secure as they state, how were they able to find my card information to verify charges? I DID change my card number in October and continued to get charges from them, so changing my card number accomplishes nothing in regards to this company. Even after they were made aware that the charges in December were fraudulent they did not refund even that months charges. They have accepted zero responsibility and made zero effort to repair the damages. They have put all responsibilities on me to try to get any of the money they stole from me back. I'll be filling charges with the State's attorney general as my next step.

  Business response

  03/03/2022

  We have done some further research and followed up with our Accounting and Senior Management Team in order to come up with a resolution for **********************.  We have decided to refund her all of the charges in order to resolve this matter. Due to the charges being fraudulent, we need to refund her with a check, but needed her to confirm her address prior to mailing it to her. We received a response from her last night so the check for $362.72 will be mailed to her next week.
  
  Please let me know if there is anything else you need from me at this time. 
  
  Sincerely,
  
  Danielle B********* ? Contact Center Manager ? ********* ****** ********

• Initial Complaint

  12/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered cigars reciever them and a month later a charge of 14.95 was added to my debit card after I already paid for the ones I received. Here to find out the charge came from a 3rd party of Thompson Cigar for a membership that was never purchased, they just did this on there own ,they basically stole money out of my bank account ,I did not authorize this in any way ,shape,or form ,I researched this and they do this alot, they are stealing money from people,I thank God check my transactions daily ,who know how many unsuspecting people do not .....

  Business response

  12/30/2021

  We sincerely apologize for the unwanted subscription and any inconvenience that it has caused. 

  We had a member of our management team reach out to the customer to resolve this matter. We have cancelled the subscription and refunded them in full.

  Please let me know if there is anything else we can do to assist in this matter. 

  Sincerely, 

  The Thompson Cigar Customer Service Team

• Initial Complaint

  11/28/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Worst cigar company EVER! Ordered overnight delivery on Monday, so I could have extra for my Thanksgiving guests. Never arrived and had to scramble Wed night to find some. Customer service was horrible. Asked for a manager and got disconnected. Never even refunded my overnight shipping charge. They also couldn't find a tracking number for it. So, no idea if it was even shipped. Supposedly sent out another shipment overnight. Three days later and that is not here. No help from customer service. This company needs to be downgraded. I am looking for my cigars, refund of my overnight shipping and some sort of compensation for having to be on the phone with them for more than 2 hrs with no resolution. I also want to be contacted by UPPER MANAGEMENT, not some phone worker

  Business response

  12/14/2021

  Thank you for bringing this to our attention, and we sincerely apologize for the recent experience the customer had with our company.
  
  Our Director of Sales and Customer Service spoke with the customer and was able to explain what happened and has resolved this. We have sent the customer a no cost replacement, for the inconvenience and frustration this experience has caused him.
  
  Due to the nature of our products, we have many regulations and shipping restrictions that are in place. Unfortunately, the item that was a gift set add-on was mismarked as hazmat in our shipping system so the entire order was triggered to ship via USPS. We have escalated this error to all involved parties and this has been resolved. In addition to this, we have done a thorough audit of all of our add-on items to prevent an issue like this from occurring again.
  
  Once again, we sincerely apologize for not being able to meet the customer’s expectations on his recent order with us.
  
  Please let us know if there is anything else we can do to assist in this matter.
  
  Sincerely,
  
  The Thompson Cigar Customer Care Team

  Customer response

  12/27/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  ****** *******
  Issue resolved satisfactorily 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩