JR Cigars Avis 

The company used to be about the customers. Now it's all about the money. The company now refuses to allow there employees to tell you about deals. They want you to find them on your own. They are not renewing our memberships because they want more money

I received an email from JR Cigars last week with a special that included a 5 ct Infused gift set with certain orders. I went there and made a purchase. It showed up but with no gift set. I reached out and they said they may have run out (while supplies last). I asked well why would you send a note, email or call to let me know - I would have cancelled my order. Terrible customer service and disappointing....

I order two boxes of Oliva Melanio V cigars on 09/06/23. They were having a good sale (30% off) on this brand of cigars. I had to call the order in because I could not log into my JR Plus account. I ordered the cigars and the customer service representative confirmed the order and I was emailed the order number. I was out of town that weekend and upon return, I had not received the cigars. I checked all my JR messages on my email and phone (I get 3-4 emails and 1-2 text messages from them daily) and no email stating that my order has shipped. I checked my credit card account that I use and it did not show any transaction.

I called a JR Cigar service rep and she looked into it using my order number that I received upon purchasing. She said that it did not ship because the transaction failed. I asked why wasn't I notified so that we could get this resolved. She was unable to answer. She put me on hold and then return within a few minutes and said that it needed a manager approval and there was no manager on duty during that day (Saturday, 9/16/23) and told me to call back on Monday.

On Monday, 9/28/23, I called again and was put on hold for several minutes. The service rep informed me that they were not going to honor the 30% discount on the two boxes of cigars because the sale ended. I did not take my anger out on the customer representative but I did plead my case on this injustice. If JR Cigars can send me 3-4 emails and 1-2 text messages daily, then why couldn't someone message me to let me know that the transaction did not go through? Also, how did I get an email stating that the transaction was approved and a customer order number was assigned to my purchase? I, kindly, asked the customer service rep to cancel my JR Cigars Plus membership and I requested a pro-rated refund since I joined in May 2023. She informed me that she put the request through but could not tell me if I would get any refund for cancelling my Plus membership.

FYI: 2.23/5 rating on BBB

Great customer experience fixing a verification issue. Huge shoutout to Tiffany Tate who worked wonders to ensure our order was delivered on time.

Had issues with name verification as this was a gift for my grandfather. Was told that he would have to upload his ID which posed an issue since he does not have a smart phone or access to a computer. A representative helped me over the phone and said that we could put the order in my name and still send to his address. She said she would cancel the original order I placed online and make the changes over the phone. Both "orders" were sent out one with my name and the other with the my grandmoms name on it which was "unverified". Called again for them to make it right since I was had over $150 worth of cigars taken out of my account. The representative not very helpful and said they could mail him a return slip to return the second box. So frustrated with the poor customer service, lack of ownership on their part for THEIR mistake! Still haven't received the return slip its been about a week and a half. Not sure how they sent out the one order when the name was never verified. Super fishy business practices if they aren't verifying and then charging my account twice for a second order I did not want. They are wasting my time making me keep calling in and having my grandfather take care of a return. So much for getting him a nice gift way more trouble than its worth. Will not be using this company again

JR cigar gets ZERO stars review from this customer.

JR Cigars located in Burlington, NC has provided me the absolute worst customer service experience I have ever encountered. I placed an order with JR cigars for a sample box of cigars
And paid extra for 2nd day UPS shipping.

I spoke to a sales rep who shall remain nameless, and the sales rep assured me my order would be shipped promptly. I ordered these cigars for my brother who is gravely ill in a nursing home in NYC.

I advised my brother that the cigars would be delivered on Thursday Aug. 3rd. My brother called me to advise me that he did not receive the cigars as expected.

I promptly reached out to JR cigars in order to get the tracking number for the order I placed with them (JR cigars). Upon speaking with JR they advised me that my order did not shop yet because they did not receive my age verification (ID) yet. I questioned the rep as to why hasn't anyone reached out to me from JR and I was told that they don't do that. In other words I placed an order with 2nd day ups shipping and two days later the order still did not ship. JR cigars advised me that they do not follow up on customer order shipping problems. I asked the sales rep when would they advise me that my order has not shipped yet and the rep said maybe after 10 days they would let me know.

I was told by JR rep that my order would be delivered on Monday and that there is nothing else they could do.

I am sure JR has many happy customers and based on reviews they seem to have a quality product. My experience is they have very, very poor customer service follow up procedures in place and I will never order from JR cigars again.

False promise on discount. I needed a large order fora wedding. Looked at several online sites. Went to JR. Immediately got a pop-up window offering 25% savings in exachange for email address. Went through the hassle of getting signed up and received a flurry of text messages promoting various offers, but never got the discount. Called customer service. They said it only applies to subsequent order, except there won't be a subsequent order.

False discounts. Lure you into website only to deny any discounts. Really a shame for such a large company. Just be truthful. Not a good reputation.

Went to the website on my phone, got bombarded with intrusive pop-ups which I couldn't be arsed to try and close.

I'v been a customer of JR for 10 yrs, only once did I have a problem and they fixed it right away. A few Tips, 1st, use PayPal to pay.
2nd, Only buy full boxes
3, Put in Freezer for 3 days (kills Mites)
4, Store in ZipLock Bag with 72 -60 gr Boveda.
They will stay "perfect" for a long long time.

purchased and it said there was an error. my account was charged for $70 and received nothing . don’t buy

If I could give this place a -star I would I ordered for my son in law got Christmas and when they came in everything was dried out and broken. I called they sent out a replacement order and waited again for the order to arrive and what to my eye I find everything was damaged just as bad if not worse then the first cigars that was ordered. How does a business stay open if they continue to send bad products out? I called and after being on hold for 45 minutes and talking to a supervisor I finally was told I would be able to get a refund. Now two weeks before Christmas I need for figure out something else for my son in law as a gift….

The company text me a coupon code it never works. I was told they have a problem with there system

Ordered a box of cigars it was supposed to come with a free bonus leather cigar holder as part of the deal. My box of cigars arrived. I never got the leather holder. Emailed them three times before someone replied, they stated those bonuses are only available while supplies last of course you think they would take that offer away if they didn’t have those in stock felt like it was a scam. I emailed them back to voice, my opinion and of course they haven’t replied I won’t be doing business with them again. They could’ve apologized and offered another bonus to me to keep me happy.

3rd time this has happened we were shorted on our order. We were suppose to get a bonus pack of cigars and they never came, even tho they showed on our invoice. After the order was placed, poof! the bonus pack of cigars are off the invoice and they do nothing to support or make the order right. We are done.

These are superb cigars. The taste is exquisite. The smoke is long, as I enjoy. The quality versus the price is phenomenal. The post office took a long time but that has zero bearing on the company. They have a new loyal customer.

I order some cigars which were available and I get a good deal because of a coupon and fair prices , and the full amount is debited on my credit card
they ship the package and after I receive it, I get an email saying that some items were not available and ı would be credited. I should have been warned before the package was shipped out, I go to double down on the part that was available and ı see that they bumped the prices by 40% on what's available.
never seen such a thing before.

I ordered cigars on sept 14th with the “best shipping” method 3-8 days with USPS for $8.99. The tracking number shows them in transit in NC since the 15th. I have called their customer service, and was told they won’t even track it until it is 14 business days old. The rep seemed annoyed that I was inquiring to the whereabouts of the shipment. They still won’t track them on Oct. 3rd and do not seem to care at all. I am going to dispute the charge with the credit card company. Then they can track down the dry cigars and take them back to the warehouse.

I have ordered cigars from JR Cigars on multiple occasions and have been impressed. They have great specials and quick shipping. The last order I made there was a mix up but after I made a call they sent the right cigars immediately. Nice people and great service. Highly recommend.

***Update to my below review***
After keeping the cigars for almost a year in those special bags, my brother tried one on the way to Vegas. I tried one myself and definitely is better than a year ago. I guess you have to keep this cigars for a long time before smoking. The aroma is now stronger. Perhaps JR cigars should order in advance on their side and keep them for a year before selling or add a disclaimer to smoke after a year.

***Old review***
This review is regarding the quality of cigars not the company. I ordered a box of 25 Tatiana rum classic. It came on time. Usually I purchase a few great quality cigars at a store for $7.00 a piece. JR Cigars sells much cheaper and I decided to give it a shot, bad move from my part. The cigars taste horrible, flavor is there but the the quality of tabaco must be the worst on the planet. Unfortunately I pass the 30 days return window . Learn from my mistake, nobody will sell a cigar that cheap unless they take shortcuts in quality.