Cigars International has really let their game down. Their shipping is just ridiculous, IF you get your order at all. I had to wait for 3.5 weeks to get my first order delivered and my second one never even made it. They use UPS who is absolutely taking them for a ride and giving them a substandard service. I have emailed them numerous times, and now that my latest order was also lost, I'm just done. Using the cheapest crappiest USPS post would get things delivered faster. Take your business elsewhere and save yourself a hell of a lot of headache. read more

Admitted, I am an infrequent cigar smoker, I have not ordered from these guys in about 7 years, and 7 years ago I was on deployment when I ordered, so I am unsure as to how long it took them to get it to me, as deployment mail is always slow crossing the ocean. That being said... I ordered February 24th, all items I ordered said they were in stock. I received an email the very next morning from them stating basically that they messed up and were working to get my order to me as quickly as possible but it would likely be a few days late. No biggie... Then I received the same type of email every day for the next five days. Everyday saying how hard they are working and it will be out in the next day or two. Well it finally showed up on my door step... today... March 17th... Did they put in some offer for discount on next purchase or something?... No. Rush order when it did ship?... nope. Basically this company has made it clear that they give zero fucks about me and my purchase once I have paid. I don't care how great their prices are... I will go somewhere else. Hopefully their brick and mortar shop is better because otherwise I don't see how they stay in business. read more

I wouldn`t order from these morons again if they had the last cigar on earth. I placed an order well over a month ago and am still waiting for it. When you call them, you will just be put on hold and forgotton about.......THAT happened to me 3 times! Their customer service and shipping dept SUCK! Cigars.com are affiliated with these losers, so be careful who you order from! read more

Being an amateur Cigar smoker I wanted to order a good sampler. I also needed a Humidor to store all the new and wonderful cigars I have been buying or the not so wonderful cough cough "Acid Cigars"... I guess everybody's entitled to there own flavor but that was by far the worst. As I was saying I needed a Humidor and a good sample pack of cigars. I read the reviews and decided to see if this "Cigars International" was the real deal. I ordered the Sample Pack #9 and received it super fast! It was in my city post office in two days and in my hands by day three. I live in Chicago so I am not that far but still that was freaking fast considering Hurricane Sandy was sweeping threw at the time. All Ten cigars look and smell great and the Cigars I received were were good cigars from reading reviews and consulting my local cigar shop. I have yet the occasion to smoke one. Everything was extremely well packaged and I received everything in perfect shape. The humidor was better than I expected for the price I paid. Seems to be air tight and was a good size. Comes with a divider. Smells really good! Overall this is one of the best online shopping experiences I have had. I am very impressed! read more

Beware! They do not honor their items in the catalogs. I tried to order from a current catalog and they refused to honor it! (The order was for a sampler and they wanted to substitute a lesser quality cigar)- Make sure that you get everything you order! read more

Remember the customer service from 1990's. Think back to a call with ATT or your local cable provider. That's what you should expect from ordering at cigar.com. The 800 number has been busy for days - how is this even possible? No update on my order via email. Again, how long does it take to send an email? There is no way to get any information from this place. Sadly, I experienced this before (to a lesser, but still infuriating, degree) last year. Buyers be very cautious... read more

Also just checked the BBB, This place has a D- rating! Not good! Now the phone is just plain busy! no return email messages either! Very Sad they are treating their customers like this! read more

CROOKS AND HORRIBLE CUSTOMER SERVICE!!!!!!!! Do not order from this company. I placed an order online. First they charged me for my order and then they charged me again. When i called they told me the first charge was pending and would drop from my account soon but the second charge was the correct one. I asked for the manager. The managers name is Chavez and he was actually worse than the representative. He could care less as I explained that they charged me twice. Even if one was a pending charge my bank took out both charges. He told me to call my bank and that this is how retail stores operated. I told him no retail company I have ordered from has charged me twice and that he needed to help me. He basically told me there was nothing he could do and told me to call my bank. I am so upset because I was not expecting the second charge and it over drew my account. Not only are they crooks but they don't care about their customers or helping to resolve the problem,. BUYER BEWARE. I WILL NEVER BUY FROM THIS COMPANY EVER AGAIN! I'm giving them one star because I can not submit the review without it if not I would give them 0 stars! read more

I ordered cigars and received a confirmation email within an hour. 2 days later, after an email from me asking why the order was pending, they cancelled my order due to 'out of stock'. Why take an order for an out of stock item? Found same cigars elsewhere at the same price. Shoddy inventory practices. read more

purchased a colibri lighter from Cigars International and two months later something inside stopped working. I have all materials with it including receipts and they said they will not help and tough luck. Customer service sucks. I am done with Cigars International. I only used them because they were local but I am back with JR Cigars. read more

Not a huge fan. Only thing lower than quality is service. Placed two orders with free cutters. CI failed to ship the freebies. Now they tell me I have to place another order to get the freebies free, otherwise I have to pay for the freebies. I just started smoking again and looking for a quality on line store and CI IS NOT A QUALITY ONLINE STORE. read more

Customer service got some seriously rude people working there... I have been CI customer for 5 year now and I am done with CI. I don't care about the price they charge or anything else at least you could have decent customer service... wow...just horrible.. I really hope the owners are reading these reviews on yelp so they can have some nice people working there who polite and nice to talk too... well good thing there are other companies out there selling cigars... read more

In their make me an offer(mmao) page their term and condition say if they accept your offer the purchase is binging.And all accepted offers are processed at 1 pm EST each businss day (exluding holidays). They accepted my offer on Thur. 1-20-2011 it did not ship tell Mon.1-24-2011. I do not care it shipped 5 day after they accepted my offer BUT they hold me to their terms and condition but would not even give me free shipping went it should of shipped Fri.1-21-2011. I guess they do not have to live up to their trems and conditions. read more

I have been in the customer service profession for a long time and I must say C I is one of the top notch smoke shops in the tri state area. Not only are the guys aces in helping novices like me find the right smoke , but they always have specials that out-do everyone else. Kudos CI and keep up the good work !!! Pauly D. NJ read more

The prices are decent, but if you have a question or a problem its customer service is not helpful and is generally unsatisfactory. Apparently their job is to blow off customers. read more

Since my brother in law got one package from cigars International delivered to out house we have Lots of junk mail in his name. It can only have come from this one order and despite denying it, it is clear cigars International has sold his details to another company as he has never ordered anything else to our address and a typo in his name appears on all the new mail. Only buy from here if you want lots of junk through your door. read more

I usually buy from them but I am concerned about their cigar reviews. I have written two reviews of bad cigars and they have never been included in their reviews. If you notice, 99% of customer reviews are glowing reports of any cigars. The critical reviews are never published and they stick these awful cigars in their sampler packs to offset a few good ones. I don't appreciate the deception. read more

One star because I can't leave zero. You may think that the following is only one side of the story, or that it's too long to read and take in. But consider - there just may be some truth to this story. There are plenty of places on the web and elsewhere that sell cigars. Do you really want to run the risk - no matter how small - that what happened to me might happen to you? If you're like me, you want a place where you can place an order, relax, and confidently wait for your cigars to arrive when they are supposed to. Cigars International is not that place. My experience is consistent with Steven J.'s. I have been dealing with C.I. for probably ten years or so with very little trouble. I placed my last order some time ago, received an email confirmation and ... nothing, nada, ziltch. Although I always order in plenty of time so that I don't run the risk of running out before the delivery arrives, this time their quoted delivery time came and was long gone. Finally, I called the spectacularly mis-named "customer service" to find out why. Their story was that there had been some sort of difficulty with the payment. This is the first time this has happened in ten years, and, had I known, I would have taken care of it immediately. You will have to trust me that I am good for the price of the cigars. But, the point is that I didn't know because they didn't tell me. When I asked them why they didn't tell me, they said that they had emailed me. I then asked why I got the email order confirmation but not this bad news about the payment. They suggested that it might have been spam filtered. It wasn't, and they declined to offer any other explanation. On the rare occasions when other suppliers have failed to deliver they have apologized and done what they could to make good the damage their mistake has caused, even to the extent that they send a replacement order by next day delivery at no cost to me. When I suggested that C.I. do that or any other thing they might think of to mitigate the damage THEY caused, I was told that they "couldn't". You and I know perfectly well that they could, they just wouldn't. As a matter of fact, I must have been told "they couldn't" about 100 times during the conversation. Instead of a good old American "can do" attitude they have a "can't do" attitude. Anyway, it's safe to say that customer satisfaction doesn't appear anywhere at all on their list of priorities. Caveat emptor. Now, after years of business and thousands of dollars spent - NO MORE. read more

I ordered 5 boxes of cigars under a promotion whereby you received a free Gurkha Tactical Knife when spending over 125.00. I placed the order and upon receiving it today received the wrong knife. The promotion showed the Gurhka knife with the glass breaker and seat belt cutter in the photo of the promotion. The one I received was a smaller, cheaper knife with only a blade. I called customer service but they stated the knife I received was the one in the promotion and would not rectify the situation. They obviously had the wrong photo posted in the promotion. They would not correct the situation even though I have bought a ton of cigars from them in the past. VERY POOR Customer Service !! read more

I absolutely love Cigars International. They are extremely helpful and provides me with my quality cigars. Always so helpful and imediately resolves all my issues and concerns. If you're into Cigars, i would highly recommend these guys. read more

Don't order online from these guys. They have the worst customer service I've ever experienced. Ordered a five pack of cigars for a weekend golf trip. Order came in wrong. When i called them and told them i would just keep the wrong order the customer service woman insisted i send them back because the cigars they sent were $10 more then the ones i ordered. So now I have no cigars for the trip and because of there mistake have to wait another two weeks for my order. Should of never told them in the first place. I will never do business with these guys again and would recommend you don't either. read more

I ordered a gift for my brother and immediately realized I put my address instead. So I immediately try to cancel online to re-order. There is no option to cancel so I call, you are CLOSED. SO then I immediately send multiple messages saying to cancel or fix the recipient address. THE NEXT DAY the package ships to me anyway. I realize I made a mistake but I noticed right away, did everything I could possibly do to fix it, and nothing. I make 1 little mistake and there is no recourse to fix it? I am ordering his gift from Famous Smoke shop and will return your package when I receive it, but after years of doing business with you I expected much better. read more

I live across the country from Pennsylvania. I abhor smoking and would never purchase anything from a cigar store. $100.00 fraudulent charge on my debit card. Major inconvenience to wait on hold to speak to my bank's fraud department and get a new debit card. Very questionable business practices. read more

although they claim that their customer service is exceptional, and the reviews on their site are all 5 stars, this company is way below anyones standard. horrible customer service. they seriously don't care about the customer. I ordered my first shipment that didn't get fulfilled until after a week, all while they claimed they had upgraded their system and that they were sorting things out. then my second order, the cigars came damaged and I couldn't even get an apology or acknowledgment. I didn't want to send them back just because I just didn't want to deal with them again. so im buying my cigars from famous... so much more professional, and they actually respond to their customers in an extremely timely fashion. read more

Cigar Fest 2014 what a joke. Been going to cigar Fest 2014 for 6 years buying the full package hook line and sinker every time. Auction format was great, now some engineer needs to go and reinvent the wheel. 1 month before you can buy tickets you have to register and give them your credit card order shirts and all the goodies. Then the big day comes 02/01/2014 2pm you need to log in and purchase your tickets recommended by them to login at 1:50 I logged in it 1:45 and watched the seconds click away. The moment is finally here your logged in with special code and guess what no more tickets. I thought for a second I was having a nightmare and this was a joke. But not really. It was for real. 30 seconds after hitting the buy button all tickets are gone. I don't know who came up with this system but they wow!! So I call customer service they tell me no tickets are available except for 3 on a Friday which is not what I registered for. Then I'm asked if I want to go on the wait list and if I want to buy shirts. REALLY ARE YOU KIDDING ME!!, no tickets but you want to sell me shirts. Can someone please explain to me how after this many years and adding an extra day to an event 30 seconds after the time you were told to login they are sold out.. what was the point of even pre-registering. I smell something funny and the sad part is that if CI actually cared about their customers they would offer previous attendees tickets first. How about this for an ingenious idea , the Monday after the last cigar Fest offer tickets with a 50% deposit. Not rocket science. THANK YOU CI FROM A LONG TIME CUSTOMER, DONT FORGET THAT THERE ARE OTHER CIGAR COMPANIES OUT THERE. read more

Horrible Customer Service - The only reason they received star was because I couldn't leave 0 stars. My primary complaint is with CigarBid (owned by CI). I placed a $300 3 weeks ago. When I noticed the order hadn't processed a week after it should have, I sent an email requesting info on the order with daily follow-ups - No response from the company and it has been more than a week since the first email. I called 4 different times with wait times in excess of 1 hour each time. I finally reached them after 2 hours on hold, and was told that there is problem with the system, many people are experiencing issues, there are only 2 people working customer service, and they have not looked at emails for weeks (exact quote). I asked when my order would be processed/shipped, and was told she had no idea. Upon hearing this I canceled my order and my account. The rep said it was taken care of. 2 days later, I received an email confirmation that my order had processed, and my account is still active. I have sent an email to cancel the order again, but I doubt it will be read. What pathetic customer service. Please do not purchase from CigarBid or Cigars International. read more

Until today I was a long time loyal customer of CI. I had been using them exclusively for over 6 years and had always been happy with their pricing and service. However, my last two orders had major snafu's and since CI did not offer to make either one of them right, I am compelled to let as many people know as possible. My previous order was spec'd with 2 day delivery (which, as everyone knows, costs a fair bit). However, UPS messed it up, which was not CI's fault. But, when I brought it to CI's attention, they did not offer to credit my account for the expedited shipping that I did not receive (in fact, instead of 2 day delivery it took 8, which was longer than regular ground would have cost). So, on my recent order I went with the cheap shipping, which I assumed meant UPS Ground. I can not accept USPS at my house, so everything I receive there has to be either UPS or FED EX. So, when I rec'd my order confirmation indicating it was sent UPS, all was right with the world. Then, after 8 days (still having not received the order), I checked the tracking number and found that it had been transferred to USPS. Imagine my surprise, especially since it has been 6 years since I have requested anything to be sent USPS. So, when I called CI to see why they shipped it USPS when I can not receive USPS, they indicated that the least expensive shipping CAN include USPS. I told them that was NOT explained to me (remember, I have not been able to receive USPS for 6 years, so I would not have approved that), and that they needed to get the order out overnight or else I would have to cancel (I am only going to be home for a few days and needed the cigars by a certain date or else they wouldn't do me any good. But, I ordered them 13 days in advance of this date so I thought I would be fine). CI would not commit to doing this. They said they would have to wait until Monday to review the recorded conversation before they could make a judgement. Obviously, after what had gone on, this was not acceptable. I am going to be in an airplane all day Monday and I can not wait until Tuesday to hear what their decision is/was. This is ridiculous. So, GOODBYE CI. Now, I just need to contact the BBB to let them know. Does anyone else out there know of any other avenues where I can publicly voice my dissatisfaction with CI? For potential CI customers, they're fine to do business with as long as everything is going well, but they clearly have no concept of what constitutes acceptable customer service when something goes wrong. So, buyer beware! read more

Very poor customer service. The cigar quality is fine enough and the prices are good, but I recently had an experience which makes me really question as to whether it is worth the trouble to shop here. After ordering cigars on the 6th, which were lost in the mail, I contacted customer service. They were initially prompt to respond but only to let me know that sometimes shipments are delayed and they take no responsibility for this. I did not say my cigars were delayed, I said they were shown as delivered on my tracking but were not in fact delivered. I never heard back after clarifying this and after 4 days had to call myself. The customer service rep was cordial but simply said they would ship again and if I wanted my cigars sooner than 6 business days I would need to pay for the upgrade (keep in mind this is now 6 days beyond the original delivery date). Well a week passed and I see on their website that my cigars are preparing to ship. ...? So I call and they let me know there was a mistake and they will be shipping my cigars tomorrow, and that I should expect them in 6 business days. I noted to the customer service rep that in 6 business days, it will likely be close to a month since I placed my order. She said that is the very best they can do. I asked if they offer next day air, 2 day air, or 3 day UPS. They do offer all of those, but only for an upgrade fee. Well don't trouble yourselves guys, I'd hate to put you out at all. I guess in the eyes of cigars international, 1 month is a reasonable amount of time to wait for an ordered to be fulfilled, and keeping customers satisfied is just a happy accident that happens sometimes, but is generally beyond "the best they can do". read more

this is not only one of the worse cigar companies but one of the worse on line companies i have ever done business with. my first order over a year ago arrived damaged and when i called in and complained, they passed me around like a hot- potato and offered nothing to satisfy my problem. i almost put them on the 'never list' but finally gave them one more try. i had timed my order for a vacation trip. when my order arrived it was totally incorrect with my invoice in it. they want me to return the order at my inconvenience and they will send me out my correct order and wouldn't even expedite it!!!!!!!! really!!!!!! is this company really that big that they can treat customers like this? i told them that i would not return the order of cheap cigars until i received mine. they said that if i didn't return the incorrect order they were going to charge me for it!!!!!!!!!!!!! omfg really!!!!!! they are now on the never list. read more