I ordered 25 Romeo and Julieta's. They were dry and falling apart. I emailed them twice and never got a response back for a return. I don't trust the quality and I would suggest not ordering from them. read more

Beware of their online shady business tactics and horrible customer service. Returned an item after trying multiple times to get someone to even respond and when they did, they kept up lie after lie about status and that someone would do something. Eventually a supervisor called back and said they'd refund me (via PayPal) and issue a call tag to pick up and swore he'd refund me right away. Well....weeks later and still no refund and they've had it for a long time and won't even respond to the PayPal case. CI....how to take a $40 product and make it over $60 with excise and regular tax and stupid shipping costs for a 5 pack. Never, ever again with CI....and I will be sure to be telling everyone where I know to get them a whole lot cheaper, fresher, and without the BS they spew at every turn....when you can get ahold of them and someone not out of US that can actually help. Rotten to the core. read more

If you have a problem, impossible to get in touch with anyone that can help you. After hours on the phone with sales no help, asked to speak with someone in accounting, was told they don't talk with customers. I have been a customer for years, but now that they own Thompson and cigar.com impossible and rude to deal with. read more

I put in my first online order with Cigars International on 4/2/22. After several days, I noticed that my card was not charged yet and order was still "processing" on their end. I emailed them several times over the course of a week and never got a reply. I called them on 4/16/22 and talked to a customer service rep. They said my order was being held up due to a cutter that I ordered not being in stock. The lady was very nice and apologetic. She replaced that cutter with a different one of the same value. She also placed a rush on my order canceling my standard shipping rate and overnighting the package at no cost to me. I would have gave 5-stars if they would have replied to my 4 emails, but they made it right over the phone. If and when I use them again, and the experience is satisfactory, I will bump my rating to 5-star. If you do have a problem, I recommend calling them, as they seem to simply ignore emails. read more

I'm a longtime customer of Cigars International and I have to say am very disappointed with their customer service...or lack of it I should say. I placed an order, was told it was on the way and it never came. I've written to them and tried to call for 5 days straight, sometimes being on hold for 30-40 minutes. They never answer their phone and havent responded to my email. Not a great way to run a business! read more

Overall I'm pleased with CI. However, I had a recent issue and sent customer service three texts with no responses to any of them. That is bad business and it irritates me. It makes me feel like my issue wasn't important and I was being ignored. Otherwise, the service is good and the prices are good. read more

Finished with Cigars International. Package took FIVE days to go from PA to IL?????? Really? Maybe CI should consider dropping UPS as a carrier....they are horrible vs USPS. I'm paying a premium (although they don't think so) for shipping i.e. $6.99. CI makes plenty of money from the shipping fees even though they won't admit it so I'd like better service. Order was placed online on 12/17...slated to arrive 1/3....that's from PA to Idaho.....shouldn't take that long to get to Hong Kong! Will stick with Neptune Cigars in Florida...professional, courteous and timely! read more

First time customer after years supporting another company. Regretting trying these people. Ordered two boxes. One was already completely opened and the other was wrong sized. Customer No Service was RUDE as heck. Told me the opened box must have happened in transit? Not unless a rouge knife jumped in there and started slicing. Offered to return the other box in exchange for right ones. Because navigating the USPS during the holidays is what I want to do. Worst was the awful condescending tone of Customer No Service.. So try your luck elsewhere!! I will go back to where I came from. At least they are cool to you when they mess up read more

Been ordering from these guys for years. I have never had a problem with anything I've ordered, never. The selection is great online and I hear it's even better in the Brick and Mortar location which I hope to get to over the next few months. read more

I wish I would have looked here before ordering here, again! I placed an order and paid for expedited shipping. I did not get the order in 3 days, and when I did get it, it was wrong, thus, had to wait another 5 days to get the rest of the order. The worst part was that they expected me to ship back the 5 cigars they sent me in error. They should have offered to let me keep them for my trouble. Instead I had to print a UPS label, repackage the cigars and make a trip to the UPS store. Not good customer service in my opinion. I will go with Thompsons or Mikes, or one of the others next time. read more

I ordered cigars on November 19, paid for expedited shipping and was told I would receive them on November 25. Here we are December 1 and I have yet to receive the cigars. Sent an online inquiry days ago, to no avail. Also tried calling and was on hold for so long I finally hung up. Not sure if customer service being in Belize has any bearing, but that should be no excuse! If and when I do get the cigars, it will definitely be my last time. read more

I've been smoking cigars now for nearly 35 years. I smoked before the big boom of the late 90's that carried into the new millenium.. I've seen the prices of premium cigars skyrocket and eventually level out. I've witnessed the increase in federal taxes and weathered the unpopularity of public enjoyment of this simple pleasure. Before the advent of the internet, I purchased my smokes from local tobacco shops but now there's a easier, more convenient way. I became a loyal customer of CI several years ago and just today submitted another order for a variety of Gurkha cigars along with another favorite 10 stick sampler I have previously enjoyed. CI probably has the best prices and selection of premium handmade cigars on the web. JR Cigar is a close second. CI's prices are very reasonable considering what they have to deal with in tax and product increases. Somehow CI has managed to keep their prices in check despite the rising cost of selling premium cigars. They typically run daily, weekly and ongoing specials, e.g. Gurkha Gorge Fest which offers 4 categories of this fine brand, some retailing at $25 per stick for a mere $2.50! I don't know how they do it. Must be volume sales or exclusives with certain manufacturers. I also like that CI is political involved in protecting the rights of cigar smokers. They currently lead the charge against federal/FDA regulation of premium cigars which have unjustifiably been bundled with cigarettes and other tobacco products. Their mail order catalogs are very well done with excellent and humorous descriptions of their products. They offer a wide range of cigars and smoking accessories that can't be beat. Whether you're looking for an inexpensive, everyday handmade or a high end premium, you'll find it at CI's online website. read more

I am lucky enough to be near not one, but TWO CI stores. I used to buy from them frequently on-line until they opened the Bethlehem outlet. This is a fantastic small shop in the heart of downtown. If your spousal unit says you never take her shopping, take her to downtown Bethlehem, give her a few coins, and let he go walking the shops along the street, while you stop by CI's little piece of heaven. The shop has everything you could need. But, if you want just about everything listed in the catalog, you really need to hit the superstore on Route 191, off of US route 22. That, my friends, is Cigar Heaven. You hear the angelic music the minute you open the door and the odors tantalize your sense of smell. In both locations, the staff is very product knowledgeable and can recommend something for you if you are looking for something different. In a world where customer service seems to have taken a back seat, not so in these stores. You are number 1 from the moment you enter, to well after you have enjoyed your last smoke. Each store also stocks ample supplies of cutters, lighters and humidors. While CI has an outstanding reputation as a mail order company, these diamonds in the rough help them stand out. If you are ever in the Lehigh Valley, give one, or both a try. You won't regret it. read more

My sister made a115$ order from Cigar Internationals on NOVEMBER 30th off their website and got the email saying on its way 12/5/17 at 6:53PM Tracking # 1ZEW9678YW15349945 Confirmation# CI020542292 Item = The Chosen One V Sample x 1 and CISOCKS-1001 and Order # 1005588844 The tracking said delivered Thursday, 12/07/2017 at 7:04 A.M. it wasn't, I called CI and talked to a lady named Holly and she said UPS and USPS told CI of massive delays and she promised if the package (2lb package of 35 cigars and socks) didnt arrive by December 7 at night by 9PM she would overnight us a duplicate order. I waited until December 8th nighttime and called back CI. She did not connect when i called back CI and all they offered was to open a 3-5 day claim, CI is a company full of unprofessional liars and have just lost a lifetime customer. Do NOT ever buy from these guys , i will never visit their website again. Cigarinternationals.com and the people who run it have no idea what theyre doing. Criminals who steal your money. Based on the other Yelp reviews, they been doing this for a while, when I went to go submit a BBB complaint, no surprise theyre graded an F Steer clear from these bums - this was supposed to be a birthday gift to me and its december 10th now (11 days after original order promised 2-5 days MAX) and still nothing! and NO REFUND EITHER! read more

Solid selection. I tend to stay with CAO, 5 Vegas, Oliva, and Partagas. I have got to try other brands they carry, vary my taste up a little. Shipping to NYC takes only 1 day. I have ordered from here more than 20 times and it holds true every time. Place an order before noon and get your shipment next afternoon, even when you select the cheapest shipping option. No need to splurge on next day when our proximity is so close. They also have a free gift (when you order more than $75, $100, or $125) almost every week. Gifts range from ash tray, lighters, to free cigars. They carry all kinds of accessories but selections are a little limited. read more

I purchased a five pack of Rocky Patel cigars from them and every one was defective. Never again! I sent them a note explaining my disappointment and they said that they'll get back to me in 24 hours. If they get back to me, I'll delete this note. read more

Well, I thought I was getting good deals, however, the quality difference between the boxed cigars, in my case Acid Belicuso Blonde, and the 5 pack bundles that are sold here are significant. Taste, texture and draw of the boxed cigars is So much better than the 5 pack sold. This has happened every time Iv'e ordered the 5 pack. I was hoping it was an anomaly, bad batch, however in the 3 times I've ordered the 5 packs on this site, the results were the same, very disappointing. Last time for me, and Oh yes contacting CS is Ridiculous. Better to spend your time and patronage with a responsive seller. read more

I recently attempted to complete a purchase but due to a certain type of PROFILING practices I was not allowed to complete my purchase. I would have loved the opportunity to give an honest review of the products attached to my order# CI023377083. Thanks Cigars International keep up the profiling tactics with picking & choosing your preferred demographic. I would give them 0 stars but 0 is not an option. The customer service rep that I was dealing with was more consumed with my place of residence than processing my order. I explained to her that I live in a studio above my work place but it was not god enough for her & kept interrogating me about it. As if I had given her an address on MARS. I have never in my life been made to fell like the biggest P.O.S. on earth. I was treated as if my money was not GREEN. I'm sure AMAZON will have great deals & have no problem taking my hard earned money. I'm sorry Cigars International that my money & I did not fit in your preferred demographic bubble. read more

Horrible Business Do Not Buy Here I ordered with them on several occasions without any problems. But the last order was handled very poorly. I ordered Red Lion Cheroots and some other cigars. The cheroots would burn only on one side of the cigar. I have never seen a cigar that would do this. I figured that it was just the first cigar and the others would be better. I smoked 4 and all 4 did the same thing. So I figured these need to go back. Im not about to smoke 50 cigars that don't burn properly. I called and spoke to Tiffany. She said that returns only applied for 1 smoked cigar out of a box. I laughed and said "how are you supposed to judge a box of cigars based on one bad cigar?" After speaking to her supervisor they agreed they would refund my money. So I got an RMA number and shipped the cigars back AT MY EXPENSE. That was two weeks ago. I called up and spoke to Sal and he said they had no record of the return yet, but that they were so backlogged (hundreds everyday!) with returns that it could take as long as 2-3 weeks before they get to my return. Unbelievable. Then Sal asked form my tracking number, which I didn't have handy. So then he says "we need the tracking number to see where it is in our system". What a crock that is. Chances of me finding the post office receipt with the tracking number are pretty slim I told him. So then Sal goes on with this rant about no tracking number and we can't help you. I told him that I would write the whole thing off as a loss and find some other place to purchase cigars. DO NOT DO NOT DO NOT, EVERY PURCHASE ANYTHING FROM THIS MIKEY MOUSE OPERATION. FIND YOU TOBACCO PRODUCTS SOMEWHERE ELSE. YOU HAVE BEEN WARNED. THIS COMPANY ADDRESS IS THE SAME FOR: PIPESANDCIGARS.COM THOMSONCIGAR.COM CIGARSINTERNATIONAL.COM THE COMPANY IS REGISTERED IN FLORIDA AS: BETHLEHEM SHARED SERVICES LLC. The BBB has an ongoing investigation about the company. read more

Horrible Customer Service, I placed an order for a XiKar Cutter and never received it. I immediately e-mailed them twice and no response. I called them and it took me 26 minutes to get a live person (Female by he name of Justine). She was extremely rude. I will never purchase from CI again. I rather go to a Ma and Pa store and help their business out. Sorry CI your loss! Oh yes, according to your Yelp ratings I guess Im not the only one with problems. Good Luck! read more

All was good until I decided to return a bad bundle. A long 5 phone calls and over 6 weeks later and I'm still waiting for my money back. I paid with PayPal and they decided to mail me a check which I'm still waiting for. AVOID THEM! read more

This is the absolute worst company I think I have ever dealt with. I purchased something on 5/29/17 for a trip. I found that it was still in "Processing" on 6/4. I asked to cancel and refund (they have no problem charging me promptly). No response, same request on 6/5/17, 6/6/17, and 6/20/17. I got a response today 6/29, one full month later, and they apologized for not responding sooner, and asked if there was anything I needed? Are you kidding me? I am livid. So I responded AGAIN, to CANCEL AND REFUND MY ORDER. This company is a joke. They have ZERO customer support, ZERO ability to deliver products, and 100% capability of charging you for NOTHING. DO NOT DO BUSINESS WITH THIS COMPANY, YOU WILL REGRET IT. read more

Place is great until it's not. I dealt with the, what they say were, warehouse changes, received a $50 coupon from them in May for the trouble, thought I used it but two months later they charged my account and say I never used a $50 coupon it was an IT screw up on their end is why I wasn't charged until now. Not worth the trouble, but my fault for having trusted them again. Fool me once... read more

Customer service is terrible. Hold time can be 1 hour, and then they lie about processing free shipping. Prior to placing my order, I called explaining the free shipping offer wasn't appearing on my online order. Chris explained he will catch the order and deduct the shipping fee or refund right after being charged. One week later, still full charge was processed. Also left online request for some sort of voucher and received No response. Stay away read more

I messaged James R. of Cigars International with the number assigned to my original complaint. That provided him with my full name, email address, physical address & phone number. Just like CI customer service, No response. UPDATE - Customer Service called me & emailed paper work to ship back return,which I did read more

I've been a CI customer for many years and have consistently been highly satisfied with the service, and most importantly, the product. Except for the occasional gift certificate, all my cigar purchases are with CI. read more

I have ordered several boxes from them. Their prices are good. The last box never made it though, and there was no tracking. I called multiple times and emailed, with no return response. I finally called my bank and challenged the transaction. Fast forward several months, I go to purchase a box and they wouldn't except my card. I called CI, they answered and told me that I would have to drop the claim then CI would reimburse me. I dropped the claim with my bank, yet my card still wouldn't process. I tried another card that was also declined. They didn't tell me this, but after trying to figure it out with the company, I think they put me on a "don't sell to" list after I filed a claim following to having received the package and not being able to get in contact with them. Pretty shady. read more

#CINationExperience iam a new customer my 1st order came quick reasonably priced and was packaged good so wasnt damaged like cigars so much waiting now for my 2nd order if there was a rating it would be A 10 read more

CI has the worst customer service! I needed to return a damaged item, spoke to 4 different people regarding this matter and was told 3 different things. Was told I would be emailed a return label within 1-4 hours, never received it, called following day and was told it takes 24-48 hours to receive email return label, 2 days later , still no email! Called again and was told that because it was my husbands order info they could not give me info with out his permission! Really? It's a cigar order! Even though 3 other people were able to speak to me with out an issue! I will never order another thing from CI! BEWARE! read more

Great place to start your cigar journey, but don't stay for long. Bad customer service and dry/damaged cigars most of the time. In the long run, you end up paying the same thing you would somewhere else. I advice you pay a little more elsewhere and you'll probably see the difference in service right away. They used to be great, not sure if its new management but the service has declined dramatically in the last year in my opinion. Its the Spirit airline of cigars, you really do get what you paid for. read more

I am actually rating Thompson Cigar Company. After researching the address, they seem to both be the same. I have been ordering Cigars from Thompson for over 15 years. Recently I ordered Thompson Explorer Habano Selection. They were terrible. They would not stay lit. There seemed to be some very inferior tobacco product in the tobacco. It would not burn, was solid like a piece of wood. I ruined about 6 or 7 cigars trying to keep them lit, but they would not stay lit. This was in all 5 sizes of this Selection. I called Customer Service this morning, and after being on hold for over 50 minutes I finally spoke to some guy who couldn't do much more than offer to give me a refund prorated on the amount of cigars I used. I asked for a supervisor and after being on hold another 115 minutes he gave me the same answer. I told him to forget it, I will never order again from Thompson, and now I know not Cigars International either. Maybe they should realize that Customer Service is not a Department, it is an Attitude. read more

#CINationExperience - I have placed a few orders this year with CI and so far I am impressed. The prices are right and the shipping has been faster than expected every time. I would recommend letting your purchases rest in your humidor for a few weeks before you smoke them. That will give you the best experience! read more

After ordering cigars from this company for more than a decade, I received an email saying my most recent order would not be shipped unless I could prove I'm of legal age. Hello!!!!!! I'm 67 years old and have been buying from them for more than a decade. When I phoned "customer service" I was first told they had no record of my order. Then I was told my order was on hold because they were cancelling the coupons I had earned through recent purchases. read more

Omg, I have been waiting for two weeks for my cigars . I have sent emails ........ lots and no response what so ever. DO NOT GO WITH THIS COMPANY. I wish I had seen the reviews stupid me. I left a company I had been with for a while and thought I would give cigar international a try BIG ,BIG MISTAKE. I'm trying to cancel my order. I hope I help someone to not make the mistake I made. read more

Cigar boxes are poorly prepared for shipping. Cigar boxes have previously arrived damaged. Thompson gave a $20 credit for a damaged $300 box of VSGs. read more

Wow! I am seeing allot of bad experiences here. I ordered some G2 Pirates on 8/7/17, and didn't get them within two weeks. I checked my account, and they were BO'd. I called once after 5PM, and didn't get anyone. I called today (8/25) at 11AM, and got someone immediately. She told me that the cigars I ordered were out of stock, but offered me the same brand, in an inch longer size, knocking off the extra five bucks. They are shipping them out today! That is great customer service as far as I'm concerned. I told them about the bad reviews on Yelp, and she said they are working on that. You may want to give them one more chance. -Jim O in Fiskdale, MA read more

Placed a order for a bulk pack. When the order came in, one of the 5 packs that I picked out of 20 was not in the box. After thinking it was maybe a mistake, I called the company that says they have A1 customer service... they lie. Called over 6 times. Each time was over 20 minutes of being on hold, then someone would pick up and hang up. I was able to get someone once, but that didn't last long (well, the being on hold did). I Was on hold for 1 hour. He picks up again and all you hear is click. The call was disconnected. I have emailed them several times with no luck. I just want what I payed for. Their BBB is horrible, and I wish I would have look at it before I placed that order. NEVER again. I own a business and can not understand why someone with such horrible customer service and with them delivering the wrong orders can stay open. Stay away from this one. I Will be filing a dispute with my bank. read more

I have been a loyal, happy customer of CI, Thompson, Cigar.com for well over 10 years. I have spent thousands of dollars with them.....and have been quite happy...up until the last year. The quality of their cigars has slacked off and their customer service is non-existent! I have had issues with 3 of my last 7 orders. Most were minor so I just overlooked them. But they tend to add up. This last order was the final straw. I place an order, on line, on the 8th of July. The order was still not processed on the 11th. I wrote a customer service message on their website. No reply. Wrote 2 more. Still no reply. Called their customer service number and unlike most, someone actually answered after a 27 min wait. They could not tell me why my order was not processed and told me they would call me back the next day to bring me up to date. Yes, you guessed right.....they never called. So I checked the order. It was FINALLY processed and would be delivered on the 20th! I paid for 3 day shipping. I sent another message to customer service....still no reply. So, giving them the benefit of the doubt, my order was received on the 9th. It should have been to me no later than the 12th. Had enough. For some reason CI's customer service has gone down hill quick. Maybe they think they are too big to have to concern themselves with the customer. Don't really care. Time to move on to a company and see if they want to do better at customer service for my thousands. read more

Worst customer service of anyone I have ever dealt with. Placed an order on 2/21 and now on 3/7 order is still being processed ?? Called customer service last week to cancel and was told order was being processed and could not cancel. They did not tell me but I believe they are out of stock and are stalling ,waiting for inventory. I would call back but you stay on hold at least 30 min if you are lucky enough to get through. read more

I ordered Macanudo Maduro and looked at the photo. I should have gotten what I see in the cigar store and the photo online...but I got 25 long slender hard to draw cigars. I asked by phone and they said not to go by the photo as it is misleading. they addmitted it. dont buy from them. other stores have the correct photo to go with the description. these are poor cigars CIGAR.COM read more