Cigars International Avis 

Been a custome for years, I order every month and I have been very satisfied. I ordered a box of my usual cigars. They are less than $50. I received my order in a couple of days, this is where it gets wierd. I received a box of $200 cigars! You ask, why is this guy complaining. I've always tried to do things correctly. I figured if I called, they would send me my plain old cigars and they would send me a shipping lable for the more expensive ones. I've been trying for days and can't get through to customer service, no one even answers the order phone and no response to e-mail. I finally called one of their stores, they gave me the number of the main office, got switched to voicemail for the operator, again no return call. I am about out of my "cheap" cigars, now it's time to start smoking the expensive ones, I have a feeling that they will be wasted on me! for those of you that are interested, this is the main number, 484 285 0400, you can leave your message on that one. Guess it's time to try one of the other companies. I hope that their customer service improves.

Not sure what has happened to CI, no shipping, twelve days since order and still not shipped. no email response, twenty eight minutes on hold for customer service no answer. Paid extra for a quicker delivery service on last order and CI still shipped by slow boat.
DON'T GET FRUSTRATED, BUY FROM ANOTHER SELLER!!!!!

Have been a customer for over 25 yrs. recently I noticed a $16.15 charge on my card .. I called C I and they said I joined their puro perks club ?? I don't recall being asked if I wanted to join such a club they stated that I clicked on the join button back in June 22 . I have not purchased anything from CI in several months. they have not refunded my card so I canceled my credit card and will not buy from CI anymore. check your statements to see if they did the same to you. What a shame they do business this way.

I have been a CI customer for 10 plus years. I spend roughly $2500 a year. However the customer service terrible. I was on hold for 48 minutes. Then I was informed my order being past the delivery date 8/11/22 on the UPS tracking site was my fault because I chose the $7.99 shipping. By the way it was ordered on 8/5/22 and I live in Ohio, you could walk it here in 6 days. I kept hearing policy.......100 times. Your policy = bad customer service. I will spend my money else where.

I ordered on 7.10.22 and it was processed on 7.11.22 and shipped. I paid for the CIsaver shipping 2-6 days. This is the UPS Suresaver program that is passed off to the USPS for delivery.
My packaged arrived at the postal distribution center in my home town in 3 days, acually a day early according to an update from UPS with a tracking number for the USPS. That number shows it was never rreceived and drops off the map.
I called CI customer service and after being on hold for over 2 hrs hung up and sent an email via MY Account daily for a week with no response or reply. I kept calling and on 7.21.22 I finally got a representive who created a replacement order.
I got an update on 7.22.22 where a label was created and finally my package was on its way. Last night 7.25.22 I get an update from UPS that there has been a delay on my package. (iunbelievalbe), so I called CI this morning 7.26.22. and was told there is an issue in their warehouse and that's all the rep could tell me.
I might add that I called UPS on the 1st order and was told by them that I could not trace my package, because I was not the shipper.
I have been buying from CI for years and I agree with everyone else that CI's customer service is not the same and I am reluctent as to whether I will order from them again.
I have disputed payment until I see that they are fullfilling my order.

I don't need to recapitulate what several reviewers before me have written, just to say they have hit rock bottom in service. Long, long waits on hold to finally reach a thoroughly powerless customer service rep who can only tell you exactly what you already can see if you check your account on their website. No ability to cancel an order that has been in limbo for 2 weeks and no idea when it might ship, just a vague reference to recent delays in the warehouse. 3 messages through their on-line "contact us" form have all been ignored. My 1 box of cigars with total price with tax and shipping of over $600 has still not been "received" by USPS after 3 weeks as of now. I will now dispute the charge with my credit card and see what happens. If you are reading this and other reviews and thinking of ordering, just don't. There are at least 3 other USA based vendors providing excellent customer service and prices.

I have been a customer of Cigars International for over a decade. For many years I was happy with the selection, pricing and quality. I order cigars about 5 - 6 times a year from CI. On my last couple orders it seemed there was a new “delay” of several days before my cigars would ship. Not a problem, but I realized don’t pay for upgraded shipping, their in-house delay resulted in no benefit for the extra costs. I ordered cigars on June 26 2022, and got my email with a confirmation number in minutes.

On June 29 I get an email that says I need to call to “verify my information in their records, as soon as it is verified we will promptly process and ship your order”. Okay not happy that it took days to notify me and that I could only handle this by phone, but figured it was another new hoop they had to jump through for legal purposes. I called the next morning, (15 minutes on hold) answered a couple questions verifying my information was the same as always, and was told my cigars would “arrive on or before July 6th. My account status never changed, it remained “in process”. July 6 came and went and no cigars and no change on my order status.

I fill out a Request for Customer Service Form and no response, no change in status. In a couple days I completed a second request, no response and no status change. I called on July 11th (on hold for 17 minutes) and spoke to another service representative. He immediately told me the cigars I ordered were now out of stock, and would not be available for weeks to a month. I explained the process above and asked why it had taken this long to reconcile my order. He said I was welcome to order some of their other cigars while I waited for the first cigars I ordered to become available. I advised him to cancel my order and advise me who I needed to direct my complaint about their terrible customer service to. He was very pleasant and offered again to sell me other cigars but gave no information how to register my displeasure with them. I reinforced the cancellation of my order and that I would no longer use their services.

I don’t know what happened at CI internally, but it has happened, it happened quickly, and they are no longer a reputable outlet for retail cigar purchases. I recommend you do some research and find a supplier that still knows what customer service means.

I ordered from CI for 6 years. I ordered three times a year. So I can speak with some experience. Their customer service has gotten worse and worse and worse. I always chose the cheapest mailing (7.99) which SUPPOSEDLY delivers 7-10 days (except for a few times I went express). The last order I placed Jun24...didnt go in until the 27th. I got my 20 cigars A MONTH LATER. This has become REGULAR the last four orders. Their bundle packages are awful. They throw in five decent smokes and the rest either taste like tar or are wrapped so tight you can even draw on them. Believe me! I just got to point of throwing some away that were unsmokable instead of trying to keep smoking them. Try calling customer service with an issue...you know....like where the hell are my cigars! What about all these cigars I cant smoke. 15-20 minutes listening to elevator music only to be told theyll credit me my postage. Whoopdeedo. Cigars are a luxury/hobby granted. But this last time was last straw. I ordered Jun 24th.Order diddnt go in until 27th. Camping trip...sitting around campfire? Nope! Next weekend?...mow lawn sit out on patio? Nope! Take dogs to dog park and sit with friends? Nope. How about following weekend?...July 4th weekend?Nope. BBQ with neighbors? Nope. Gave up. Went to cigar store and bought some Macanudos. This week went by...anything in mail? Nope. Fourth Weekend comes up. Camping again?(Took my own cigars). Nope...Came home Sunday...there they are!!...my 20 cigars in mail oblivion for a month. Why didnt you use the more expensive express mailing you ask? I did a few times...I have before....Result? Nope! Gets here SAME timeframes. Dont bother paying more. Which BTW...mailing raises $$ of a cigar by few bucks... makes it not worth it when I could go to a cigar shop here and buy a few $ nicer cigars for same money and I dont have to wait! Done with CI. Dont buy...youll never know when they get there and if they are even smokable!! Got a complaint? Good luck.

First, I have received great cigars at great prices from Cigars International until now. I placed an order in June 18 2022. The order has said processing since then. I called customer service to see what the issue was since my order has not been shipped as of 7-5-2022 and I was told my order was being prepared to be shipped today. I asked to pay for next day shipping and was told since it was in the process of being prepared to be shipped, I couldn’t change the order. This didn’t make any sense to me because it hadn’t left their warehouse and the order was still being prepared. I asked to cancel the order and I was told the order couldn’t be changed or canceled because it was being prepared to be shipped today. Again that doesn’t make any sense. I haven’t had any issues until now. Customer service said the problem was a “glitch in their system.” How is that my problem as a customer? They credited my account $10. I don’t care about $10. I just wanted my order shipped to me in a timely fashion as before., To me, this is horrible customer service. If I was willing to pay for expedited shipping, why couldn’t this be done. In reality, Cigars International should be paying for the expedited shipping.

Typically I deal with Atlantic Cigars but unfortunately, they did not have my cigars in stock. I placed my order here, opted for the 2-day expedited shipping, and paid for it. It's been 4-days now and it hasn't even left the facility. I called customer service only to be told "USPS priority has a disclaimer it could take up to 5 business days". This has nothing to do with USPS because they don't even have the package yet!

I have been a customer for many years. Now I will STOP ordering from CI. They don't respond to my email (not even on their online issue request). It has become a crappy online order site. Every time I made an order, I always make sure their site says "in stock" product. But once I placed an order, it says "Back Order". During my initial order, it says the product was in stock. CI will lie to make few a bucks. I am completely done with CI

First of all, I'm not a customer that has ordered from CI one time. I've ordered a lot from them over the last 3 years. Their customer service has really went downhill. I think they are farming out the customer service to people working from home that simply do not know anything other than what they see on a computer screen. I put in an order in December that stayed in "processing" for a month. When I called them multiple times and different representatives, I was told that they completed an audit and I owed more money from a year earlier. The reason for the discrepancy was because one item I ordered was backordered for months. Since then, I had placed 6 orders without any issues. At one time, CI was great, but not anymore. Constantly out of product, horrible customer service, and slow response times to even simple issues has definitely diminished the reliability and respect of CI.

First off just let me say, I am a long time customer and was always very happy with my orders and shipping times. I have raved to all my cigar smoking friends about the monthly cigar club and how awesome it was. Had a number friends sign up due to my reviews. Unfortunately, the last few months my orders have either taken nearly a month to receive or lost, never to be received. Called customer support and yes they were courteous but really unhelpful. (CALL center in PHILLIPINES) BTW, they lie and pretend their not Filipino. I Speak Tagalog (Filipino) and can tell. Anyway had to cancel my subscription, don't want wait a month for my order. After some checking I found out that the way my order was being shipped was Parcel select to Hawaii and this is primarily used for ground shipping and you can't get to Hawaii by ground. The call center had no solutions and really seem to not care at all. So I had no choice to cancel my long enrolled subscription. I'm bummed out about this and really not sure why they changed shipping types. So beware when ordering, it may take awhile. Also they don't answer emails.

Bought 4 five pack of cigars. Box shipped and one of them was missing. I called, and spoke with Tawnya. I got through easily, and she took care of the problem right away. Their website says they are revamping their customer service. I suggest calling if you are having issues. I tried emailing, and didn't get a response within 24 hrs. so I called. It was easy.

Just wanted to write this brief review in regards to my purchase order ,there was a issue in regards to the order ,but CI quickly resolved my problem, and honorable mention goes to Dan ,and Marie in Customer service. ,,for a job well done And going above and beyond,,, in correcting the issue ,kudos to them,, keep up the good work, yous are a credit to Customer Service and Thanks. again, for the speedy follow up.,on my issue,Ray F.

Good prices, good selection..but: website extremely difficult to navigate and order from. Would not accept any of my credit cards, had to call customer service to complete order. After a long wait, the customer service rep was " difficult," to communicate with, and tried to sell me extra products. Finally concluded order.Finally.

I started out with small orders with CI, and had no problems. Although I dislike that they rarely if ever sent humi-packs with orders, I had no issues. Not thinking about that it was summer, I placed an order which took a bit longer than anticipated to reach me. Many in the box were dried or unsmokeable. The response was that they would send me a coupon. A coupon? What a joke.

Have purchased from these guys before and all went well. That's great until something goes even slightly wrong. Absolutely NO customer service and even after you get a hold of them they will flat out tell you they will do nothing about it. Worst service ever. Staty far away.

Long time customer and never had an issue until Feb 2021.
Cigarbid which is a CI auction site backordered a box of cigars i had won. The rest of the shipment arrived with zero issues but I was billed for the back order which was paid.
All good right? NOPE
Try getting in touch with customer service. By phone is impossible and emails ARE NOT answered. This company is the WORSE. I will never buy anything from these people again and I strongly advise anyone reading this doesn't either.
THEY SUCK
You have been warned. D Hall

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Last updated 3 years ago

Review Highlights
Reno C.
“C.I. carries most accessories your cigar smoker needs, like Humidors, Lighters, Ashtrays, cutters, caps, T-shirts and even gift certificates.” in 3 reviews

D. S.
“(JR Cigar, Paramus, for one, has a much bigger selection.)” in 3 reviews

Brandon T.
“If you are looking to buy a bundle on sale, or looking to try a few cigars you can't get locally this is a great option in my opinion.” in 3 reviews

Location & Hours
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1911 Spillman Dr

Bethlehem, PA 18015

Mon

10:00 AM - 9:00 PM

Tue

10:00 AM - 9:00 PM

Wed

10:00 AM - 9:00 PM

Thu

10:00 AM - 9:00 PM

Closed now
Fri

10:00 AM - 9:00 PM

Sat

9:30 AM - 9:00 PM

Sun

10:00 AM - 5:00 PM

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Accepts Credit Cards
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About the Business
The biggest, bestest cigar retailer on the pla​net and the home to the venerable CI Nation. Whether
you're new to cigars, a grizzled old vet, or a certified cigar lunatic, sleep peacefully knowing you've
found your ultimate one-stop-shop for all things cigars online. So why buy your cigars online with…

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Robert J.
Abingdon, MD
01
1/14/2021
I have spent over $10000.00 over several years at this company. They always shipped within a few days. I placed an order on 1/1/2021. All items were in stock. It's now 1/15. Tried to call customer service, no answer. Sent out 3 different emails, no answer. I don't know what's going on at this company, but it's not good. I had to go to a local cigar shop to purchase my cigars. I spent a little more money, but I got my cigars. I will never order from this company again.