ComplaintsforCigars International

• Initial Complaint

  08/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order Confirmation # *********** You placed this order on June 21, 2023. I have contacted CI twice through their online contact form with number and Email provided for them to reach out. I also sent personal email. Weeks have gone by and nothing. I received every cigar stale and unsmokable. I purchase around $100 every month. Would like my money back. $86.41. You can have the cigars back, I dont want them and they are so bad they arent going into my humidor, although I did attempt to unstale them by putting some in humidor. Please contact back as this is now the fourth time in less than 2 weeks I am reaching out.

  Business response

  08/18/2023

  We sincerely apologize for the quality concern the customer had with their recent order with our company and for the delayed response from our customer care team. We have been receiving higher than normal volume which has been increasing our response times and we are in the midst of hiring and training more team members to better serve our customers. 

  We have refunded the customer in full for the product and had a member or our leadership team follow up with the customer to ensure their satisfaction. 

  Once again, we are terribly sorry for the inconvenience this has caused. 

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

  The Cigars International Customer Care Team 

  Customer response

  08/26/2023

  [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,
  
  ***********************************
  

• Initial Complaint

  08/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered 5 cigars on 3/15/23 (****** ******* **********). 3 of the cigars were OK. 2 could not be smoked and did not stay lit, as they were defectively rolled much too tight. During the time span of July 17-31, I called the company twice (left VM) and emailed them twice. There has been no reply. Their mission states on their website, "We’re nuts about cigars, and work like crazy to deliver the very best in quality, price, variety, service, and overall experience to our valued consumers." These are premium, relatively expensive cigars that should possess better quality than what I rec'd. I still have the 2 defective cigars and would like a refund of $22.79 or 2 replacement cigars.

  Business response

  08/21/2023

  We sincerely apologize that the customer's recent order did not meet their expectations.

  We had a member of our leadership team to work with the customer to resolve this matter. We will be sending a no cost replacement order to the customer and have requested that the product is inspected by a Lead, prior to the order being shipped. 

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

  Sincerely,

  The Cigars International Customer Care Team 

  Customer response

  08/25/2023

  [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,
  
  ***********************
  

• Initial Complaint

  07/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Cigars International-Confirmation#*********** I placed order 7-14-23. I followed the processing, then saw the order canceled, except billing me taxes for $11.61 for no product.I'd like the $11.61 returned. The customer service is lacking as I'd preferred to work directly with the party concerned.

  Business response

  07/31/2023

  We sincerely apologize for the recent experience the customer had with our company. 

  We had a member of our leadership team reach out to the customer to resolve this matter. We were able to identify there was an outstanding balance on the customer's account that held up his most recent order. We have cleared the balance and placed a new order, provided a $30 discount, and free shipping. 

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

  Sincerely, 

  The Cigars International Customer Care Team 

  Customer response

  08/02/2023

  
  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. 

  I was contacted shortly after I had filed the complaint.   The gentleman was very polite, explained that there was an old balance that I was not aware of, but they had cleared it and sent me my order with a discount. 

  I'm very satisfied with the resolution. 

  Regards,
  
  *************************

• Initial Complaint

  07/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  confirmation number# ***********. I sent them a money order in the amount of $18.99 for cigars and a lighter. I sent that to them on 07/11/2023 and I still have not received my order. I called the business and they stated that they are waiting for the money order to clear. Since they have not shipped my order I would like for them to refund me in the amount of $18.99

  Business response

  08/16/2023

  We sincerely apologize for the delay in shipping the customer's order to them. 

  Unfortunately, we did not received the check until 7/25/23, but we ensure that it shipped that same day. The order was delivered on 7/28/23 at 1:08pm. Due to the inconvenience this has caused the customer, we have issued them a $20 coupon, code ******, that can be used on their next order with us. We had a member of our leadership team email the customer to outline this information as well. 

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

  Sincerely, 

  The Cigars International Customer Care Team

• Initial Complaint

  07/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made an order for $52.65 on June 20th, 2023 : Order Confirmation # ***********.I chose regular shipping which in their website they say 8-12 days.. It’s been more then a month and the order is still “processing” I have sent atleast 3 emails and called twice with no answer. i also called on a Saturday but the message said their office was closed however their website says their customer service is open on the weekends.

  Business response

  07/31/2023

  We sincerely apologize for the recent experience the customer has with our company. 

  We had a member of our leadership team reach out to the customer to resolve this matter. The order went on hold due to us having to verify the buyer's age prior to us being able to ship the order. Unfortunately, there was a systematic issue that did not release the order once it was verified. We have confirmed that the original credit card authorization has dropped off and the customer was never charged. We have processed the order, and will be shipping it express, free of charge. 

  Once again, we are truly sorry for the inconvenience this has caused. 

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

  Sincerely, 

  The Cigars International Customer Care Team

  Customer response

  08/02/2023

  [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,

  *********************

• Initial Complaint

  07/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Realized the referenced company has been charging me $14.95 for months for a subscription I wasnt made aware of or agreed to when I made my original purchase for cigars.

  Business response

  08/04/2023

  We sincerely apologize for the unwanted enrollment into our rewards program. 

  We had a member of our leadership team research this matter further and we were able to locate the subscription, cancel it and refund the customer in full for all charges. 

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

  Sincerely, 

  The Thompson Cigar Customer Cate Team

• Initial Complaint

  07/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered cigars on September 14, 2021 and was told they were on back order, I believe I paid ($86.43) for the order at the time. My order that I placed in September 2021 was shipped from Thompson on October 22, 2021 and I did receive my order under the belief that it was paid for. 5 months after receiving my order I received a phone call from Thompson looking to collect the $86.43 that they claimed not to have charged me. I told them I believed I had paid for the order and would have to look up the old credit card statement to see. I was also questioning if this was a “scam” phone call as it was out of the ordinary for any functional business to forget to charge a customer and then backtrack to collect payment. I even asked what king of company sends out a product without first getting payment or checking with the customer still wants the item after over a month elapsed between ordering and receiving. I then was so disappointed I told them I wanted to return the product, at which time they said their refund policy expired after 30 days of delivery. I had explained that I had not known about this issue within the 30 days due to their incompetence and delay. Up until May of 2023 I received harassing phone calls from Thompson and ultimately received a letter from an attorney/collection agency. I was extorted to pay Thompson $86.43 against my will of be subject to harm to my credit. I requested a receipt and statement that the payment was received and collection process was canceled, to this date I have received none of these requested information. During the whole process I received harassing phone calls at inconvenient times, rude representatives, an unwillingness to resolve this other that payment or a explanation as to why this occurred. I think the person who made the initial mistake and kept calling just wanted their incompetence to go away by me paying the bill without consideration of if I already paid, my inconvenience and stress over this, customer relations.

  Business response

  07/27/2023

  We sincerely apologize for the recent experience the customer had with out company. 

  We had a member of our management team reach out directly to the customer to resolve this matter. We have been able to resolve the customer's concerns and have also provided them a no cost replacement order for the inconvenience this has caused. 

  Please let us know if there is anything else we can do to resolve this matter.

  Sincerely, 

  The Thompson Cigar Customer Care Team 

  Customer response

  08/02/2023

  [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. 
  

  A representative named ******* called me on the phone and was very understanding, apologetic , and compassionate in hearing my grievance and made everything right. I am real happy with the response and opportunity to have my grievance addressed with upper management. Thank you ******* and Thompson cigars for making this right!
  
  Regards,
  
  *************************

• Initial Complaint

  07/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Cigars International keeps billing my **** Card a monthly fee, for NO reason. I bought Cigars off them 4 months ago, paid in full....then they are billing my card $14.95 per month...each month afterwards, with no reason. I have filed complaint with **** card, as fraud, as I have called Cigard International (CLOWNS) over 6 times, holding for no less than 25 minutes per time, with no-one answering the call.

  Business response

  07/24/2023

  We sincerely apologize for the unwanted subscription into our rewards program. 

  We had a member reach out to the customer to resolve this matter. We have ensured that the subscription has been cancelled and the customer has been refunded in full for all charges. 

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

  Sincerely, 

  The Cigars International Customer Care Team 

• Initial Complaint

  07/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have ordered from them for over a year regularly. I currently have an order that has been paid for but never shipped. I have tried to call and email customer service. No response to the email has come and regardless of what day or time I try to call, I remain on hold for over an hour with no answer. I messaged them through ******** and the response I got was that there is an age verification issue. I'm not sure why this is happening considering the verification I have already gone through and my other orders processing regularly. I asked to be contacted by an agent but instead they gave me a phone number and email to contact which is the contact information I have already been using for weeks. As I type this I have been on hold for over an hour - again. It is ridiculous that customer service is so unresponsive and I cannot resolve my issue. At this point I am looking at a competitor to order from in the future, but I still need this order issue resolved immediately.

  Business response

  07/17/2023

  We sincerely apologize for the delay in shipping the customer's recent order with our company. 

  We had a member of our leadership team contact the customer to resolve this matter. Unfortunately, the delay was due to the order having to be age verified, which has been resolved and should not occur again on future orders. The order was delivered 7/15, additionally we have provided the customer a $50 coupon to use on a future order with us. 

  Once again, we are terribly sorry for the recent experience the customer had with our business. 

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

  Sincerely, 

  The Customer Care Team 

  Customer response

  08/01/2023

  [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,
  
  * *******
  

• Initial Complaint

  07/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged a fee I do not believe I authorized.

  Business response

  07/14/2023

  We sincerely apologize for the unwanted enrollment into our rewards program. 

  We had a member of our leadership team contact the customer to resolve this matter. We have cancelled the subscription and refunded the customer in full. 

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

  Sincerely, 

  The Cigars International Customer Care Team 

*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. ↩