I've ordered from cigars international for years, but the service the last few months has been terrible. I ordered cigars with two day shipping. Two weeks later, the cigars had not been mailed. I cancelled the order, but a week later they shipped it anyway. I called (30 minute wait on phone), and they recalled the order from UPS. Now, almost a month later I still haven't received a refund on my credit card. read more

placed an order 9 days ago, after no update on shipping called to cancel and no answer at customer service, called back and was on automated hold for 47 minutes and still no rep to speak with ,sent a email with no response, left a message on the "return call by end of business day line" and 3 days later still no response. Customer service doesn't suck , its doesn't exist! Now they claim via their web site they shipped on the same day as ordered but UPS shows they picked them up 2 days later?!? And will take 8 days to get to me now! RUN AWAY!! Don't waste your time. Should FIRE the entire customer service department. read more

I have been trying to call for a week, have 4 messages on the customer portal on the website. No response , and no one answers the phone. Last time I will ever by from them. don't understand what is going on . But when my back order doers ship it is being returned. read more

After years of ordering from Cigars International, I placed an order which was never shipped and no tracking was provided. When I called, they mysteriously found the tracking number , however it said the item was "waiting for pickup at seller facility" . I asked for a reship and was told i had to wait 8 business days. I asked for a refund instead. Business day 8 came and went with no refund. i called 2 days later which was a Friday "your refund will be processed either today or Monday". Monday came and went. Called back on Wednesday, on hold for 45 minutes, finally a woman answered and with a shitty attitude said that they had sent me an email(i never got one) on Day 8 that asked if i had gotten the package and my refund wasnt processed because i hadnt responded. Basically she told me it was my fault i dont have my refund because i didnt respond to an email i never got. Horrible Customer service with this whole experience. Here is a hint from a guy that has been in customer service for 30 years. If you are having a serious system problem, take the hit and make the customer happy. not only will i never shop here again, i have posted on my facebook and on the local forum to avoid CI. This could have been totally avoided. read more

I have been waiting on my order for two weeks! unable to talk to anyone about my order. Going back to Famous Smokes, they deliver in 2 days!

NOTE - REVIEW of ONLINE Sales and their Customer Service and the Customer Service Manager named Chris (female) Have ordered from this company with no issues for a few years now. Even bought a humidor from them. Service had, the operative word here is HAD, been awesome. Any problems, I call or email them, they were responsive and very helpful until this recent order. I placed an order on the 17th of Aug for 40 cigs. I am scheduled to leave on the 29th for my weekend golf trip. My turn to bring the stogies. With the 2-8 days shipping I would receive by the 28th. Before I continue, I know there will be people who might think why not ship priority. Yes, my bad on that, but all my previous orders with Cigars Intl came within 8 days so I wasn't worried at all. But I receive the confirmation with tracking number and see that I should still receive by the 28th. I get home on the 28th and no package. I check the tracking and it is now delayed until the 30th!. It was received at the sorting area 20mi from my house the evening of the 27th but UPS posts it's delayed due to bad weather. Huh? I live in CA and it's been sunny and 70-80. I leave for my trip knowing I now have to buy 40 stogies pretty much at retail. Can't let the fellas down. I also send an email to Cigars Intl customer service. They respond. Apologetic, and offer a $5 gift card. Really appreciated the gesture, but what can I buy for $5. Heck, if they had said they would send me a golf towel, golf ball repair tool, lighter, cutter or anything would have been better. I reply back thanking them, but now that I'm out could I return the stogies upon my return? Also mention it would have been nice if they had offered something a bit more. They reply that I can return it but I have to pay for shipping. I read the reply email and am enraged. I call them and they say nothing can be done b/c they had no control and I did receive within 8 days. They get very technical by counting the days from the time of shipping to the time of receipt. I ask to speak to a manager. They transfer me to Chris. She comes across a bit rude by interrupting me and kept mentioning the 8 days and that I had "accepted" their gift card offer and thus I could not do anything. I tell her I did not accept anything, nor did I use the card therefore never accepted their offer. I then begin to try and explain if they want to get technical, I actually received in 9 days. She begins to continue to interrupt me. I then tell her, as a Manager, she should know to let the customer finish what they have to say. I inform her of their shipping policy that states if the item is in stock and order received M-F by 3pm EST they ship same day. Since I ordered on Sat, I technically placed an order before Monday 3pm EST. My orders should have shipped on Monday, not Tuesday. She then says she'll send me a return authorization form and close my account. I had not asked to close the account. All I wanted to do was return the cigs at their cost or they could have made me a lot happier by saying something like...."sir, I heard you say you play golf, let me send you a free golf towel and ball repair tool or let me send you a small cigar sampler." That would have and could have diffused the hole thing. People may ask, was I yelling or swearing? The answer is no. My voice may have gone up a notch b/c Chris was a bit rude, but I was not screaming or swearing. All I can say is wow. read more

DON'T do it. Need a recommendation for a good online cigar store. Love there pricing, selection is thin us say of what I want. They have an issue with age verification even for returning loyal clients. Had one order held up because they needed to reverify my age. Okay, pain in the butt, almost missed my delivery while traveling because of the delay. Was assured, this would not happen again along with the niceties of an apology. But guess what. They use a separate email to send this request that doesn't show up in the in box. Apparently, my new order which they billed me for in Monday, 5 days ago has not been been shipped because they need to verify my age. Really, I've been over 50 since I started ordering, and trust me I'm not getting any young. Has to be THE WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED. I guess they have to much money and can't respond to past customers. Good luck trying to get your order delivered. Before posting, I did send two emails to CI Cigar International and no resolution was offered. read more

Not a fan of their customer service. I've had damaged cigars due to poor packaging and tried to contact them with their customer service inquiry but they never reply. I have better success with JR Cigar. read more

Not sure what is going on with this place but they have terrible customer service. Just received my shipping notice for cigars I received 2 weeks ago. I am looking into an alternative cigar retailer, these guys are acting like they want to kill their company. read more

Stay away from this company. For two weeks I'm trying to get my cigars and can't get a hold of anybody. I will call my credit card company.

BAD CUSTOMER SERVICE.....I have ordered from CI many times but this last one takes the cake. I placed my order, was advised it was on back-order, Maria Ortiz (ContactCenterSales) tried to talk me into something different but I declined...her attitude was "take it or leave it"....I asked for a supervisor, nope...I asked for a refund and got ignored. Almost 3 months later I got the cigars. Sorry, CI, but after reading about 8 million reviews on your site and finding only ONE negative, I went to yelp.com....whole different story. Check it out before you order from CI. read more

I ordered a humidor on February 13. It was on backorder. However, it has been five weeks and I can't get Cigars International to respond to three queries I've left them. I posted what I felt was a conservatively critical review of the product/service experience and it was never published. I don't believe any of the ratings on their site, which seem too inflated or overly enthusiastic to be credible. This is not a good business for beginning cigar smokers, as they will send you dozens of cigars without giving you a place to store them. I'm extremely disappointed in my service experience, which has been completely nonexistent. read more

VERY slow to ship and when calling them they cannot assure you that the item is in fact in stock. I had to email them to trigger my shipment well after it was paid for. Pipes and Cigars is a MUCH better shop to order from and with free quick shipping over 100.00 read more

I was a customer for years with C.I. One simple online purchase with a bogus coupon resulted in my request to close my account. Although the coupon they sent me was applied successfully, there was no discount, rebate or credit applied. Customer support said it was my problem, not their's. I continue to receive e-mail ads months after several requests have been made to close my account. If I could walk into their store and purchase cigars directly from salespeople, then my experience might be different. However, their online business reflects their physical business. I also share the sentiment with others that their cigars take too long to ship. I prefer Famous Cigars or JR Cigars. read more

This is a real poor company that could care less about your issues with them. YOU ARE ONLY A NUMBER NOT A CUSTOMER. They figure if you leave it is no big deal there will be someone else come in your place. This can only last so long. I worn all of you this is not the business to buy from. This is the second time they played me and you need to go to a different company for your purchases. I have bought thousands of dollars worth cigars etc. from them. They sold me a bad batch of cigars and would not do more than offer me a stinking $10 coupon so I would be forced to come back to them to buy. It was a $40 issue, this time! They are willing to burn you for any amount. There motto must be a penny here and a penny there will add up. Only thing is they are not looking at selling you but taking you for a ride. They are excuse run. read more

6 days I received my order from pa. too nj. when they offer free shipping stay away im done with them..

This place sux. Total joke ordered and payed for two day shipping. Took our money and no two day shipping. Shithole. If you have weeks to wait it might b ok. Just another reject cigar company. read more

Ordered a box of Backwoods Cigars and paid for the 2 day shipping. I had to call because the could not verify my age. That was no problem considering they said on the phone it would be shipped immediately. I waited 2 days (Thursday and Friday) and still nothing from tracking my order. I called on Friday and the said it was not in stock. Turned out to be in stock after I made the lady on the phone check. Now my order is not coming until Tuesday and I am still paying for the 2 day shipping. Completely unproffesional and terrible service. Last time I am ordering from this site. read more

Absolutely no customer service. Once I get my money back I will never deal with these a**clowns again and suggest you stay away as well. Hard to believe they're still in business. read more

I have not had any trouble with my orders and have been regular customer for over two years. However, recently, they are experiencing technical issues. Ordered gars almost two weeks ago and still have not received. Order online shows "processing". Out of gars now and have had to buy at retail stores which you know can be quite pricey. Two phone calls have been made to customer service and still no resolution on my order. This long term customer is losing her faith and credibility in this company. read more

Terrible!! Ordered a humidor and it got back back ordered for over 4 months without being notified. Called them and told them to chancel, they could have cared less!! Local shop is better. read more

I put an order in, for ~ $400. Went OK. Few days later, put in another order for ~$350. My bank halted (suspicious activity) that and made me verify, which I did. I contacted CI to sort it out; customer service couldn't fix it, so they put me through to a different dept, and I left a voicemail with my details, as they didn't answer. I never heard back from them. Come the weekend, decided to fill up the rest of my brand new 300 count humidor, so ordered about $600. I thought that went through OK. Turns out it didn't. So they call me, wanting a certified cheque, hahahaha. They said it was because of the stop on the second order, which does not make sense, as it was my bank that did it, and then it got cleared my end. So I know the third order would go through from my bank; so why do they need verification? If they wanted to verify it was me, I could send them a bill header, a scan of my drivers license, even a screenshot of my bank with the credit card number and my past transaction with them! But being backwards and stupid, they want a certified cheque. What a joke. And $600 is a large order? I've seen single boxes of cigars that cost more than that. But there was zero rapport with the customer service! They didn't try to make the experience better, and they didn't even try to keep me as a customer. I've just ordered a grands worth of stock off you, and you're not wanting me as a customer?? That doesn't make sense to me. It was literally their way, or the highway, which is a terrible business model. I chose the highway, and the dozens of other online stores that are on it. Hopefully they will take my money... read more

Buy your cigars elsewhere!! Customer Service is absolutely, incredibly, pathetically dismal! I ordered cigars on Dec. 11, 2015 and cancelled my order on Jan. 8 because first they were out of stock, and then they were sent to my old address-even though I had been receiving their catalogue at my new address - and, finally, I was told that they couldn't send a replacement until the old shipment was returned, meaning another delay of two weeks or more. There's nothing like sending someone their Xmas present for Valentine's day! Furthermore, the two customer reps argued with me and made no attempts to make me a satisfied customer - like offering me a free sample or two. So, I'd give them a No Star Rating if that were possible!!! read more

Over the last two months you don't get the service you would expect. You pay for 6 day shipping and you are going to be lucky to get in 30 days. I have had two orders lost and I never get a reply to my inquiries. I have been on hold for over 45 minutes just to find out that I am screwed. Suggest finding another source until CI gets their act together read more

It sounds like every body else had the same experience lately. I have been a costumer for over a decade , spent thousands of dollars and got dozens of people to also patronize. Long story short almost three months later after my purchase I finally got my refund. Lost a great customer today. read more

I use to buy from them and had no problem Then they decided to make a change with their operations. Thinks turned out for the worst for a while. They never answered the phone even when trying to place an order. They don't know when they can ship b/o suppliers. it seems they hired a computer Geek and he fowled up the system for a while. I gave them another chance but they are still lacking. What company send out good without a packing list showing what was ordered and what was shipped and back ordered. I had to call and find out that my one item of cigars was indeed b/o. I told them they should fire the guy that is working on their system. read more

I bought a humidor. Within 3 weeks the top tray broke. I have made numerous calls and been told they had to email their warehouse (50 feet away) to check if they have a spare part to send me after which they would call me. 3 calls, same put off each time and no part. I would suggest you never but from them as they don't support there merchandise. read more

So I've been ordering from CI for years however they have recently had some major challenges with my orders. My last order I never received a ship confirmation I attempted to contact their customer service via phone and email for a week without a response. Even though my order delivered yesterday it's current status on their website states processing. I was shorted to 5 packs on my order and cannot get a response from their web portal nor is their phone number allowing calls to go through. It's time to use the competition. read more

I buy all the time online, be careful their website guaranteeing next day delivery sucks. I have an event and needed cigars on a tuesday after the holiday and they confirmed it but didnt deliver!! 100 people all expecting cigars. Big time mistake going through them read more

The worst customer service ever. Partial 'confirmed ' order without explanation. Many,many attempts to reach company via email and phone unanswered. Paid shipping for 3 items, unknown where the rest of order is! Not the 1st bungled order from CI but definitely the last read more

Shipped a $100 order of cigars which was subsequently lost by UPS. Absolutely NO help from CI in making the situation right. Lots of excuses and changing of stories from customer service. Be very careful using this company or you may be out your money as well. read more

Cigars International use to be my go-to place for cigars. I don't know what has happened lately but their customer service and their quality of order fulfillment has dropped far below what I consider even average quality. I really hate that, CI has the best deals, the best bundles, the best packages, they had it all. But if you cannot follow through on what you promise, I gotta move on. 2-stars because there is hope they will turn it around and my history with them was a good one. Good luck CI. I hope to see you back on top one day. Till then, I'm moving on. read more

First time here... So impressed with the layout. Not very busy, waitresses...get your asses off the chairs, you never should have a dirty ashtray.....all tables are wet from sweating glasses....ashtrays all full...should be emptied....quickly...I do have to say you need some snacks...even if its just pretzels.our waitresses is so sweet....what about coasters for the drinks....it would help with the messy look. Also...more tvs okay hang one...two sided above the chairs in loft..... read more

I have purchased many cigars through these guys. For the most part I have been happy, but there are a few things you should be aware of. 1) CI owns quite a few of the brands that they sell so the staff reviews often unfairly favor those brands. They're not all bad, but do some research and take the staff reviews with a grain of salt. 2} Be leery of the closeouts; most of them are stinkers. I once bought a bundle that was so wet I couldn't salvage them. 3) If the deal seems too good to be true it probably is. The only thing worse than choking down a bad cigar is having to choke down 20 of them. (If you insist on paying less than $2/stick, the chokes on you.) read more

I recently bought cigars from CI as a guest. A phone call followed pushing me to join their cigar of the month offer. I refused as I do not want or need a continuing purchase. Unfortunately despite me request not to be enrolled I found that I was being billed for this offer. I have since contacted them and they closed the membership; but buyer beware this type of forced enrollment is an indication of a company with little or no integrity. read more

Prices are great. Mail OrderStaff is friendly and knowledgable. Customer service is the best. recently made a second trip to the super store in Bethlehem from Maryland. awesome read more

I just want to share my most recent experience with Cigars International. I had a rush occassion that I placed an order for some cigars. The transitioning of the CI warehouse was causing difficulties in shipping out my order. As this was a special occasion, I called in to ask for some help. Shawn was not only able to help, he went way beyond the call of duty to insure my order made it in time for my event. Sure enough, my order was just delivered with time to spare... Thanks, Shawn. There is not a finer organization out there when it comes to cigars, and I encourage any cigar lover to go look into CI, as they have demonstrated what a customer centric organization does... it makes it's purpose in business "all about the client" My hat is off to the staff at Cigars International... Cheers! read more

I don't remember when I started buying from CI Nation but I know I won't stop. They've always treated me right. From orders with free shipping to special promo item deals. And they accept Money Orders via snail mail. You just have to know what you're getting. Luxury or premium cigars is 99.9 percent BS. Anyone with money can go to a maker and tell them how they want their cigar to be made, slap on a hipster label and artwork, and bingo. There's one born every minute. Do your research on who the blender is, where it's made, which factory and enjoy the ride. You don't need to spend $$$ to find your right cigar profile. And CI has every cigar you'll want, from mixed filler stuff to Davidoff. Don't let snobs ruin this journey for you. There must be a reason the lower end stuff is selling, it's because people are buying them and smoking them. read more

Placed an order on March 2nd still haven't received it. Wont answer phones or respond to email. Seems the only thing they are good at is taking your money. CROOKS! STAY AWAY!! read more

I ordered a cigar sampler which included Macanudo, Romeo Julieta, & Punch cigars. When I received them, they were hard as a rock. They were extremely hard to draw. I called their customer service, told them of the product problems. They said that it was common and to just let them sit out of the humidor for 24 hours. After 24 hours there wasn't any change. I called back and they said my issue was one of a kind, but it shouldn't effect the smoke. Well it did! This really poor service. All I wanted was an exchange, which they denied! I won't give them any more of my business. There are so many other cigar distributors to choose from. Don't make the same mistake I did. read more