Cigars International Avis 

This company went from good to worst in one year. Order not delivered for one month and no one to answer the phone. Avoid by all means

My wife placed an order using my account with my permission for me a birthday gift. She has her own account but used mine because I was already logged in. The order got lost. They sent replacement order but was missing cigar rest add-on. I get contacted by CI representative, Janice B. She states there is going to be an investigation over missing cigar rest. But here is the real kicker, original order had 5 Vegas Big Five Churchill in it, replacement order you could only get Robusto. Didn't get refund of difference in price just an apology. Did business with this company for around 15 years. Not anymore. When I told them that they said they would freeze my account so no more orders can be placed. Duh! I already told them I was done doing business with any company with Spillman Drive associated with it. Ever since STG took over CI it has gone down hill fast. Insulted my integrity. Long business relationship has come to an end!

DON'T BUY FROM HERE. They will send you huge paper catalogues every month without asking and share your information with other businesses that will then also start harassing you with mail solicitations. After calling to cancel future catalogues, I'm still receiving them.

Same as everyone else. Took me 2 days to get them on the phone. Finally reached them on 3rd call after waiting on hold 52 minutes. I was auto-enrolled on 1st order with these guys back in 12/2022. They have been charging me $16 every month for some perks plan that apparently was auto-signing people up around the time of it's roll out. This is the same thing Amazon is getting hammered in court for, deceptive marketing. After getting int ouch with the Perks company, they tell me only 1/2 the money is refundable by choice of CI. Shady, shady shady. If you are going to admit you were wrong, which CI did on the phone. They admitted that box was auto-checked and had to be unchecked in order to NOT enroll in the $16 / month charges. If you're wrong, you're wrong, not just 1/2 wrong. I only found out about these charges due to a stolen credit card, these guys could of charged me forever...

Honestly absurd at how long these people take to ship an order. Ordered Tuesday night and I still haven’t received a confirmation email that my order has been shipped. Tried getting ahold of customer service and nothing.

EDIT:
Apparently my order was on hold for age verification, although I never was notified of this, I’m on the phone with them now and hopefully getting it straightened out. We’ll see how it goes

This place is absolutely amazing! We have been ordering from them, since last year (online). I saw that they had a location in the town I was visiting (Bethlehem, PA) so I decided to stop in. Janine (I so hope I remembered how to spell her name properly) was incredible! One of the top customers service experiences I’ve ever had. I left with many selections that I’m sure we’ll love AND made friends! One of the regulars, shared bourbon (and great stories). I wish I could buy cigars from her, once I’m home (she’s THAT amazing). I have also had great experiences buying from them online. This was just an entirely different experience.

Can’t or won’t stop sending me catalogs even though I’ve been asking them for almost 2 years. I’ve given up asking and just leave negative reviews each time I get a catalog now. Also messed up orders constantly. I use Famous Smoke now

CI used to be the best, now they are the worst. Consistently gets the order wrong, then when you send message to customer service it is ignored. Try calling and it could take hours for someone to answer. If they were the last cigar store on earth I would quit !!

Placed order last night at 9:23 pm or so but it did not take the discount code. Customer Service phone was not available to contact so I called this morning - waited 30 minutes to get someone. Bottom line he said he couldn’t fix the problem and said he could send me a discount by e-mail but had to be used with 24-48 hours. I told him forget it and cancel order. Told me they couldn’t cancel it. I will just go to credit card and contest it. Don’t see how you can even e-mail them to complain. Customer disservice more like it.

I did not receive my order. Customer success is awful and never helps at all. I threw ~$100 away by purchasing from them.
NEVER BUY ANYTHING FROM THESE PEOPLE

A first time customer I put my order in and it's way past due. I can't get anybody on the phone it's absolutely ridiculous. I mean who in the world are these people that they don't answer their phone and put you on hold for in excess of 30 minutes and no one picks up after 30 minutes anyway. I'm very disappointed this is supposed to be a pleasurable experience and it sucks

I’ve been ordering from CI for 5 years and the customer service is awful. One order was held up because they didn’t think it was me, however they never contacted me to let me know. Right now I’ve been on hold for 30 mins waiting for someone to answer. I paid for two day shipping because I have to fly out, and UPS confirmed CI only selected three day shipping. Now I won’t get the cigars in time.

Good luck with any customer service issues you may have. NO ONE ever answers the phone. 20 min holding. 30 min holding. Press 1 for call back, never get called back.
My order sits in limbo for days, waiting for a carrier.

They failed to process my orders 3 times. Then charged me a nominal fee of $5 -$10. Then, you can't get a hold of anyone. Their service has gone SO FAR DOWN HILL after 15 years, i'm done with them

Never say never - but I will never order from CI again barring drastic changes.

I’ve ordered from CI several times past, no issues. And then just this week get a letter from a collection agency for a supposedly $60+ unpaid bill, 2 years ago!?
Really? No notice until just now?

If this is how you treat customers I will NEVER buy from CI again.

Good luck with your shrinking customer base.

Over the years I have placed a number of orders with Cigars International. This week, I received a collection notice for an order placed in June 2021. After a 45 hold waiting for a representative to answer, I was told they conducted a business audit and found I wasn't billed correctly and now owed this amount. Two years later it is almost impossible to check my credit card records. They could not provide any further proof and it was only for a partial amount of the order that didn't match any item price with or without taxes and shipping fees. I asked how an order could be shipped without a credit card payment and the representative could not clearly articulate a reasonable answer. They have lost a customer and I will be sure to share my experience with my cigar smoking friends. After reading reviews on other sites this is apparently a common issue a number of other customers have faced. Buyer beware that you may receive a bill years later!

Company provided a tracking number that was delivered 2 months prior to my order and a completely different state. Complete fraudulent company. Working with my bank, since this company is an obvious scam.

Customer service is very bad the last year or so. They don't even reply to support messages.

With recent orders, I have been provided tracking numbers right away that were delivered to another state 2+ months before my order was even placed. All requests for a valid tracking number were ignored. This last order has been over a week with no communication or valid tracking number.

Don’t order from them. Ordered once then was getting charged every month from them. Not even sure what it’s for as we did not sign up for any subscriptions. Canceled our card. What a scam.

Will not order anything else from you whe on the last order they came in dry and hard. When I complained, you wanted to give me a $20 coupon. No thanks, just don’t trust you anymore for good cigars.