Cigars International
Reviews and Complaints

I ordered a 20 count box of cigars from web site and received a confirmation email for a full box from them. They shipped a 5 pack. When I called them I was told by their rep that it was my mistake and I had clicked a 5 pack link. When I emailed with all the supporting screen captures from their email they still refused to honor their posted price. I even included the California law regarding honoring posted pricing and they did now care. Sadly if I hadn't been expecting this box I would have ordered from a competitive site at 30% off.

Made a purchase in December . Starting in January, was billed for $14.95/month for a monthly subscription which I never signed up. My fault for not noticing this immediately. When I did contact them, asking what it was, I was told it was a monthly subscription although I never received any monthly products from them. I was told it would be cancelled and I would be refunded. A month later, it was cancelled but no refund. After calling, they said they only cancel it since I had signed up - which i did not and never received anything for my money. Wish I would have read these reviews first.

Like others on here, I woke up yesterday morning to find a charge from this company on my bank account. I don't smoke cigars, don't like in Pennsylvania, and have never heard this company before. Worse yet, there were about 4-5 other fraudulent charges that occurred at the same time, and after talking with my credit union, they informed me that this is pretty common, as Cigars International seems to be something of a clearing house for stealing/stolen personal data. I tried calling the help line, out of curiosity, but of course no one ever answered. Have fun with the fraud suit, Cigars International!

I used to purchase about half of my cigars at CI - good deals, website UI is easy to use. Then they double charged me, TWICE. Took at least a month of in person phone calls, emails and intervention TWICE by *** on my behalf. At the end of it all, after I presented my evidence, Cigars International removed the double charge from their records/system. No apology from them for having wasted hours of my time. They still offer great deals but I was so turned off by the technical glitches on their end (which caused the double charge in the first place) and their lack of remorse for the hassle that I will never do business with them again.

I've ordered from these people for four to five years loyally. After getting nothing but an empty box out of two different orders and nothing on the second order I had to make a dispute with my credit card company. I tried to get ahold of them numerous times by phone with our long Waits and nothing and even open 6 customer service tickets about the two orders with never a response. I'm not sure what's going on here and I hate to say it because I loved you using them for years I've literally ordered thousands and thousands of dollars worth of cigars from these people but you might want to stay clear because since June something really bad has happened here

Received an alert from Bank of America about a suspicious charge from Cigars International in Bethlehem, PA. I confirmed to BoA that I have never done business with Cigars International and the charge is fraudulent. Checking online and on this site it seems this is some sort of criminal enterprise dealing in stolen credit/debit card charges. There is even a report that the owners of a tobacco business in this same area of PA were indicted a few years ago for fraudulent card charges, probably the same people back in business. https://www.wfmz.com/news/tobacco-outlet-owner-indicated-for-credit-card-fraud/article_b1d2f811-8dfb-5e86-b780-5c6afaf93b77.html Beware!

Cigars ok, total value hidden charge is a scam. Folks, I'm posting this in several areas for customer service visibility. The total rewards borders on a scam bc the popup @ purchase can be missed. Not only that, But I've Never received emails from them or the "welcome package" outlining a monthly charge . Hidden charge for 21 months borders on scam and Thompson needs to Do Better. The most offensive and hidden disrespect is there is Zero visibility of this charge In your Thompson account, order summary etc...It's pathetic and needs an investigation. I will say they are issuing me a refund and cancelled it but beware, at Every purchase it will re-appear with NO visibility. SOX Regs dictate otherwise. The charge is $14.95, check your bank statements...

People tend to write reviews of their negative experiences and never of their positive experiences so jot that down. I've been using cigars international for over a year now for my tabacco products and I've been fortunate enough to not have a bad experience, they tend to have some of the best deals on the market especially when you order their sampler options and if you don't have your order shipped with the USPS your gonna receive it. I've had one experience out of 20 orders that have hit a speed bump and it was because I went against my gut and had the USPS ship my order, but one call to cigar international's customer service and they sent me my replacement order with EXPEDITED SHIPPING FOR FREE. I only felt compelled to write this review because I believe that cigar international's score here is greatly skewed by the negative experiences of people and none of the positive experiences they have had.

My wife ordered a gift card for me as a Christmas present. 20 days later they have yet to ship the gift card and the USPS Tracker shows no package (envelope) was ever shipped. I called their 800# (fortunately had other work to do) and what seemed like a long hold time turned in to a battle of will and I was on hold (and the message states: you may experience a long hold time as we encourage our customer service reps to take as much time as necessary to take care of a customer") for 68 minutes and 8 seconds because i gave up! I tried again and was on hold over 30 minutes. This time I chose the teleprompted path and pretended to be a new customer and wanted to place an order. I then sent a message via their customer portal. I gave them two days to respond. Nothing. I have now filed a Complaintsboard.com complaint, evidently along with 318 other disgruntled customers! I also have disputed the charge with AMEX. I will find as many websites as possible and tell my story how awful this company is!

Costs are up 5%, basic delivery cost is now 8%. Deliveries have been consistently late despite a hefty shipping fee, even for basic delivery. What is advertised as 4-8 day delivery is consistently 14+day delivery; updated ; info is useless as the date can may change yet again. Can't use covid as an excuse, I still get *** deliveries from *** in 2 days and pay far less for the perk. Can't use *** as an excuse, because my order/contract was made with CI, and CI is responsible for fulfilling that contract. Clearly, *** doesn't care about customer service either, but that's a whole different discussion. Regarding CI customer service, it is non-existent. I tried a few times, nicely to let them know shipping was slipping; no response was received. I warned them several months ago that my deliveries were taking 2x as long as the service paid; again, no response. Today I sent a final comment online to customer service, summarizing the issue and noting that I will no longer purchase from them.

If the Complaintsboard.com was ever going to create a "Zero Star" rating for a business, Cigars International would be the inaugural recipient. I have never received such horrible customer service from a company that used to be reputable. I've waiting on hold several times only getting a live voice after an hour and 20 minutes and an hour and 52 minutes. The 1st time the customer service rep complained about working from home, dealing with kids and her husband just getting home. She couldn't fix my issue. The 2nd time after an hour and 52 minutes, "Christy" was much more helpful and made me feel like she was really going to be able to help me. She was going to send me an email and I was going to let her know when my bank lifted the fraud alert placed because this company apparently has so many claims against it. Needless to say, "Christy" sent an email from "info at cigar bid dot com" which proved to be just as useless as every other attempt at customer disservice from this company. Just read the reviews, this isn't just one person complaining. It's everyone.

Do yourself a favor and AVOID shopping at Cigars Int.! I risked ordering from them due to a good deal I saw in the paper. A couple days later, I start receiving age verification emails before the order can be shipped. I respond appropriately 2, 3, even 4 times because they keep sending me the same thing. I called customer service up to 5 times because my order still shows "still processing" after 10 days. Luckily, I am able to get a hold of someone after an hour wait (each call), then the rep. tells me they'll send it out soon, they overnight the shipping at no cost, they will reimburse me the shipping costs of 2.99 (which is nothing), and keep giving me empty promises etc. My order still has not be received. The lack of professional service and dead-end communication was not worth the $20 deal, frustrated wait times, excitement that resulted is disappointments after each day of contacting a rep. No one has attempted to resolve the issue nor provide any free products for the inconvenience, so I thought it would be best to share my negative experience across the web. AVOID CIGARS INTERNATIONAL!

Never do business with this company! Horrible customer service, you never get a response, and flat out rude, unethical people. The management and directors of the company should be ashamed of themselves. Ordered over $150.00 worth of product and it took 5 days to process and "verify" my age for shipment. over the course of the next 20+ days- NEVER receiving a response back from my 3 emails (no tracking information/invoice), a mailed in letter of questioning and displeasure without any response and even after finally getting a hold of someone on the phone and getting promised emails with tracking information sent to me; I still never received anything! Only way to deal with these people is talk to your bank and file a formal complaint against them and get your money back, which is what I have done. My bank suggested deactivating any card used with this company and getting a knew one (do it). It took them until this point to FINALLY email me and explain that the "receiver of the package declined delivery" and that this time they were going to waive a some $15 charge that they usually incorporate if that product needs to be returned... what? After all that, this is what is sent to me. I doubt they even shipped my order at all. But how would I even know because I was never sent ANY information. Its a SCAM and all Fraudulent charges.

Woke up this morning to find an email saying that I had authorized the amount of $170. I didn't know where this charge came from, so I logged into my Paypal to see that a place called Cigars International had taken the money from me. I don't smoke, so I tried to cancel the order through PayPal. No dice. Then I tried to open a case with Paypal. Can't on "that type of transaction". Don't know what that means. So, I called the company. After waiting for half an hour, the lady tells me that there is "nothing they can do" and that I have to eat the charge. I told them that it was a fraudulent charge as it didn't come from me and that I would be contacting my lawyer. Her tune changed and she was "sending it up to management to if I am worthy of getting my money back" (these were her words and I was shocked to hear it). She then said that I would be getting a call in the next week with the results like this is an episode of MAURY. Any real business, after hearing that this was a fraudulent order, would have bent over backwards to make sure that my money got back to me. No real company wants to have the fraud associated with them, but I guess Cigars International wears the Fraud badge with honor. At least this was done through Paypal so I have that backing me. I will get my money back regardless because Paypal doesn't play games. I just want my money back and they are doing their hardest to not give it back to me. I wish that I could give this company zero stars but I can't.

I was sent a charge on my bank account for 14.95. I did not order anything from you . The charge only said Cigars and something about signing up for a discount from a program. Please look into this and send me my refund. I have spent quite a lot of money with your company and if you do not take off the charge you will get no more orders from me. Thank You Michael Noreika, [protected]@gmail.com

Tried twice in different days to get a response thru their online customer service system. It is stated that they moved this customer service communications to a new system. They are busy, handle a lot of traffic and are running a new system. That's understandable. My issue is that no one has contacted me back or even acknowledge the case. I ordered a box of San Lotano Dominicano Toro size on 5/14/23. On 5/19/23 UPS sent an email that the package was delivered. The package was nowhere to be seen. For the first time in all my years I had to open a claim with UPS. They said they opened a investigation and would contact Cigar International. On 5/30/23 UPS send me an email stating that the claim had been paid and should wait several bussiness days to receive payment. UPS doesn't have any of my bank account information. I want to know if CI received this payment and how to move forward to resolve the issue. I have the outmost respect for CI in the cigar industry and that won't change. I'd appreciate some help in this. Thanks in advance.

I ordered a box of cigars, it was past delivery date and the tracking details said it was still at the local PO waiting for delivery. They had already charged my card for this order. I called Thompson Cigar after the postal folks said they would have to take care of it. Thompson Cigar said wait 10 days and follow up. After 10 days I contacted Thompson Cigar again and they said they would send another package. Well a few weeks later the box of cigars finally arrived. About a week later I got an invoice for the cost of the box of the cigars. I called Thompson Cigar again and the lady on the phone said something abou them not doing a claim on the shipment I never got and they would clear it up. About a month or so later I got a phone call from a collections company. I would not work with them, instead called Thompson and they again assured me they would rectify the situation. Just last Month this same thing happened yet again. At this point threw several more phone calls and email correspondence they want me to pay for the box of cigars that was lost in shipment because they failed to make a claim. But then said they would give me a voucher to use on their site for the same amount. This is embezzlement. No thanks. To make matter worse Thompson Cigar is no longer responding to my emails and on several occasions has disconnected phone calls with us when trying to address the situation. (we have not once been rude)

On 11 March the above business received my return. I had made a return because they falsely advertised a product they have since altered and changed their website but they originally selling something as a product from 2012 and it was manufactured in 2018. Also I ordered 3 ten packs and they sent 6, 5 packs its same total but under return policy if you get product like a box you can try 1 to see if something you like and want to keep even if they pulled a bait and switch on you but if you get a 5 pack you can't. When originally called got policy listed here of 3-10days even though they don't have a policy listed on their website for cigar returns they have policies listed for everything but them. When I called after they received them on the 11th was told have return in 14 days each time I call the police changes now told with pandemic they are even more backlogged and maybe have it next week. Seems everytime I call their policy changes. I don't understand they have the product they taken time to alter their website and try to hide the fact they screwed me and dragging their feet I just want my money back and not sure how hard that is. Being a disabled veteran living on fixed income I bought these with spare cash which has left me in a bind as I do not have the product nor money. Their business practices are just wrong from reviews here doesn't seem like I am alone I simple just want my money back almost month since I made an order was super pumped now just frustrated

FROM; *** Dayton, Oh ***@***.com Police report: suspect: Cigars International ***. Bethlehem, PA *** I have filed a complaint with my bank ***; about misuse of debit card information. I placed an order for cigars in March ; from a catalog. CI has on-line web page and catalogs that advertises a variety of Tobacco Products. I authorized a sale for approximately $79.00 with Shipping & Handling included. The package never arrived as ordered by USPS. They charged my card none the less. When I contacted them they denied that any order had been made. I showed them the charge to my checking account but they denied everything. I disputed the charge with my bank and they reversed the charge. I thought this was over... when they placed an UNAUTHORIZED charge on my account for the same order - that I never received. I would like you to close this establishment and charge them with PETTY THEFT a misdeaminor; for credit card fraud and unauthorized use of a customers account information. I may also charge them with a cyber-crime as a scam organization. I dont want this happening to other unsuspecting customers who believe they might receive something in the mail when this retailer seems to scam customers of their bank information and misuses it illegally. I am also filing charges with the Complaintsboard.com in Pennsylvania and Consumer Protection. If you have any further questions please e-mail ***@***.com Thank You

I placed an on line order about May 15th. The order was over $600. I waited patiently knowing that with the Covid crisis, shipping can be delayed. I checked to see my order was prepared for shipping [protected] and to expect it in about 8 business days. I again waiting...no delivery. I went back to the website and read it was shipped 5-16 and also saw a ship date of 5-18. but also read info that the package was waiting for USPS to pick up. I called Thursday for assistance and was told although there is no tracking info, the package will show up Friday or Saturday and if not, call back Monday. Again, I waited...patiently. No update on the website regarding tracking and no package. I called this morning and the CS rep tells me it was shipped on the 16th. I explain all the details again. She responds...well then I won't charge you, there will be no cost. NO KIDDING! Why would I be charged for something I never received? I explain again that I have not received anything and I would really like my cigars. CR rep states Thompson Cigar shipped the order, the USPS made a mistake so it's a lost order. So, it will be another 3 -4 business days before I get my order. This is the 2nd time I've had issues with this Company. The first time (which was resolved) I received an EMPTY BOX - nothing in it. Again a $600 order. I really think Thompson Cigar needs to look at their warehouse employees and I feel there may be some dishonest employees there. Is this how they treat loyal customers?

I recently placed two orders which were billed incorrectly and have failed to deliver all but one package. Immediately after I ordered and realized I was billed incorrectly I filled out "Contact Us" to request a review and correction. Numerous attempts since then to notify CI of these errors and non-delivery have obtained...ZERO COMMUNICATION...ZERO CORRECTION...ZERO CUSTOMER SERVICE. CI uses the "Military ID" program to supposedly recognize military and first responders with a blanket discount of 10%, BUT...the reward/recognition breaks down and is "clawed back" IF the customer has any CI earned benefit (discount code, CI Bucks etc) to apply to the order! The "Military ID" program is a service recognition and must be COMPLETELY SEPARATE from any marketing programs CI chooses to implement and USE TO incentivize customers to SPEND THEIR MONEY to...first EARN and then...REDEEM these marketing programs. Furthermore, credits I was issued in the past to address similar or even the very same...sleazy shopkeeper practices (I am a somewhat...active...customer) were NOT automatically applied to my last orders, as I was promised. So, you see...I have a number of complaints about CI's shady storekeeper practices and have found CI to be COMPLETELY NON-FUNCTIONAL REGARDING PROVIDING PROFESSIONAL RESPONSIVE HELPFUL CUSTOMER SERVICE. I am feeling..."frustrated"...what a POLITE term! I hear CI is "rolling up" the cigar industry by acquisition. I am sure I will find another vendor, but not so sure I will be as happy as I have been in the past (GENERALLY) with CI. What IS a customer WORTH? I cannot answer that for CI, but I can certainly answer that for myself!

Regarding a cigar order placed with Thompson Cigar, the order was for a box of *** Cigars and a box of *** Cigars. The shipment arrived missing the box of *** and *** Cigars valued at $134.99. I made several phone calls attempts to Thompson Cigar Customer Service, but was immediately placed on permanent hold. I placed the order with Thompson Cigar using my *** card. After my failed attempts to make contact with Thompson Cigars, I filed a claim with *** requesting they stop payment.I sent an email to Thompson Cigar to inform them of the stop payment and it was after they were unable to receive payment that they responded to my email. They offered to send a replacement shipment if I released payment. The email was from Thompson Cigar Customer Service Employee Edison with the address *** Dept. #*** Bethlehem, PA ***. Subsequently *** denied my claim based on information from Thompson Cigar claiming to have shipped the cigars to me. After the notification to me from Visa, I immediately emailed Thompson Cigar Customer Service that payment would be made and the email response to me from Thompson Cigar Customer Service Employee Cecilia (same address as Edison) indicated that a replacement shipment would be made over night upon confirmation of the payment. I reviewed my *** bill this month (Sept)and payment was made to Thompson Cigar, but I did not receive the replacement shipment. I emailed Cecilia inquiring into the replacement, no response. I again emailed Cecilia that I would file a claim with the complaintsboard.com and *** (again), but no again no response. The time period for all of the above began in late July and my last email to Thompson Cigar Customer Service (Cecilia) was on Sept. 22.

Order confirmation # *** placed on 11/10 for *** Mega-Sampler II (24 cigars).. The order that arrived was for eight ***.. I called customer service to say the order was not correct. They said they would send the correct order and that I needed to return the incorrect one. They would email a label for the return. I was unable to print the label and contacted them again. I was told by customer service that they would mail a label to my home address. They never did that, but when my replacement order came it was another eight 5 ***, not my original order. I again called to say the order was incorrect. Again the customer service agent told me the exact same thing, a return label would be issued and my correct order would be expedited to me. Alas that order came and it was incorrect. I received 20 *** of four five picks. Still the order was not CORRECT! I again contacted the Customer Service Dept where a young gentleman answered and when I told him my plight, he just hung up. Now each call to this company takes 30-40 minutes to be connected to an agent. That in its self is ridiculous. So now I've taken 2-3 hours of my time to resolve this issue. I called back again and this time talked to a person who took an interest in my issue, but was not in the customer department. Her thought was to reorder my original order, which was now on back order and would take longer "than usual" to receive and talk to customer service to return the incorrect orders. This has reached the point of ridiculous. I truly believe the issue is with the company, NOT ME!. I am willing to return the incorrect orders with the proper labels issued by them. I have stopped payment for my original order until this issue is corrected. I have been buying cigars from them for many years and have never had an issue.

I was charged by Cigar International ( without my authorization ) , 180.62$ on April 13. The amount I received a refund of , on March 17th after a nearly one month chargeback investigation by my bank *** that I filed February 24th. After receiving a bad batch of 55 cigars that tasted horrible and I felt were fake. The reason I'm here is that Cigar International refunded my order in full March 17th. And then without authorization from myself , charged my checking account [April 13] the same amount I was refunded , 180.72$ by them nearly a month prior. After an endless back and forth with *** executive office and Cigar International , it appears CI told *** that I was given a replacement order by a CI rep and that was their reason for re charging me The truth is , a lady from CI did reach out to me by email and offered a gift of cigar packs as what I believed it to be a gift for all my troubles. I still have the emails, I never would have accepted the cigars if I knew she meant as a replacement and grounds for re charging me It was a trap by CI , and a trick. I whole heartedly thanked the lady and was going to return being their customer for the gift. I never authorized a re charge and never told them id accept any form of replacement via email or other wise I'm shocked that these people would re charge me without my knowledge or authorization. And I'm here respectfully as a very good recurring customer (at least up until this incident and charge back February 24) Requesting a full refund of this unauthorized charge It saddens me how this situation has ended but I hope CI does the right thing, maybe it was just a bad quality control oversight on the order. If CI makes things right, I would be happily and on going customer for life. If not , this will have effectively ended all future business between me and CI.

I received a flyer in the mail advertising a "Special Offer" from Thompson Cigar. I decided to order the special for one of my best friends for Christmas, 2020. I placed an order on December 4. Subsequently on December 10 I received an email from [protected]@bethss.com stating they were unable to reach me for verification purposes. I called the 1-888 number to talk with a rep. so the order could be released for delivery. They transferred me over to Thompson who agreed the delivery address and name was not the same as the billing address. When agreed the purchase was a gift, the rep. at Thompson changed the necessary information, and WE BOTH CONFIRMED that the charge was still the same on the credit card for the purchase and that everything was settled, and my friend would soon receive my Christmas gift. By this last Saturday, I hadn't heard from my friend, and I decided to check with the company. I looked up my order number on their website to see the order had not shipped. I then checked three card sources I could have used for the transaction, and there were no charges. A call to the company revealed the order had been canceled on the 10th. I asked if we could re-order, and the rep. stated that the order could NOT be re-ordered as the special was now void. The rep. asked if I wanted a new order for "cigars only" at an increased charge (amount). I declined the offer. I did not, repeat, did not cancel the order. A mistake had been made by the company and corrected. I was assured by the company that my order was correct and would be completed. This was by phone vocally with a Thompson representative. I was not sent a notice of the canceled order. Only by checking my email and subsequently my bank sources, I realized something was amiss. I then called and was told that I could not fulfill my order I had placed in the beginning of December.

Thank you! One moment please. Thank you for waiting. 1 box of 25 is for $22.50. I see you ordered the 2fer (50 cigars) for $37.50. The order is correct. Kindly check the link below for the options. https://www.thompsoncigar.com/p/rembrandts-2-fer-sumatra-small-panetela/75663/ that is false advertising I you buy a box of 50 the second box is the free box so 2 50 count would be 100 I will not be ording again let me ask you this was the one for 25 count then you are telling people you it was 12 1/2 cigars count doubled *** 14:42 We apologize for the confusion. What we can do is issue a coupon for $10 as a one-time courtesy. It will be activated in 24 hours & is valid for 1 year. You can use it on your next purchase. is the code. Is there anything else that I can assist you with? sorry you lost a customer than I will send it to the was false advertising I will show the complaintsboard.com and see if they laugh at your calculations of 2 fers *** 14:46 We sincerely apologize for any inconvenience this has caused. If you wish, you may return them for a refund or you may keep them and we can issue a coupon for $15 instead. How would you like to proceed? false advertising! Understand *** 14:47 Yes, I understand. Sorry about that. If you wish, you may keep them and we can issue a coupon for $15 instead. how many people did you do this to? explain to me this if you go to get a ice cream cone and it says 2 fer how many cones do you get? *** 14:50 We apologize but this is the first time that someone brought this to our attention. They are aware that 2fer comes with 50 cigars. answer the question I asked do the slice the cone in half and say now you have 2 *** 14:51 It should be 2 cones. so I f I select a pack of 50 and it is 2fer you slice it in half and say 2 fer *** 14:53 Sorry about that. One moment please. Thank you for waiting. We will go ahead and report this.

On Dec. 19th, 2021, I sent an order to Cigars International for cigars with a check for $82.53. After waiting for my order for almost a month without receiving their customary acknowledgement nor receiving what I had ordered, I called their customer service number to inquire why and spoke with *** [***]. She informed me that there was an "open balance" on my account from the previous February $39.64. I explained that this matter had been addressed and resolved; i.e., I had placed an order the previous Feb. and received a confirmation of the order by email yet, was sent double what I had ordered and charged double on my *** statement. I tried calling C.I. customer service but the wait to get through was interminably long and I then called *** customer service instead, sending them copies of all the all the documents from C.I. indicating that I had only ordered one each of the products. *** sent me an email stating that they were in contact with C.I. and would contact me shortly. One month later *** sent me an email stating the matter was resolved and the temporary credit for the overcharge would remain on my account. *** asked me to forward to her copies of all the documents which I had described which I did. The very next day I received an email from *** at C.I. thanking me for "my recent order which is temporarily on hold" and requested that I call ***. I sent emails to *** on Jan. 14th and again on Jan 20th requesting acknowledgement of receipt of the documents I had sent to her establishing that the matter had been resolved almost a year ago and this was becoming a very frustrating experience for me and no way to treat a customer. (N.B.: I can forward copies of all these documents to Complaintsboard.com)Finally, on Jan. 24th, *** answered my emails stating she was "still working on your account with the accounting department". As of today, they have still not replied!

Company stated 15% discount and free shipping with email sign up. I signed up and placed order. Order did not get discount or free shipping. Emailed customer service 2 times prior to item shipping.(First time immediately after placing order on Saturday March 7th 10pm)I had requested them to explicitly cancel my order forthwith. I called their customer service first thing Monday morning at approximately 9:00am and requested to cancel my order. I was told that they could not stop my order, even though it had not been shipped yet. The company contacted me (Email) after item was shipped apologizing for their inability to stop the shipment and offered me the original discount and the free shipping as described on their webpage. Even though I had phoned them once and sent 2 emails prior to the shipment of the item they did not stop the charges to my card and proceeded with the shipment. Frustrated I accepted the original offer as made in the email from them. After waiting 5 days I saw no movement in the refund process and contacted the processor of the payment and my credit card company. They both had stated that they currently had no record of a refund request. I contacted the company again. Again, they apologized and offered a payment in the form of a refund check as they stated they were "unable" to process a refund via my original payment method.I express my dismay and had no faith in them being able to follow up with the "check's in the mail" process as a result of their inability to stop the shipping and charge to my card prior to the item even leaving their possession. The company contacted me for a third time offering me a credit of $20.48 on a future purchase of merchandise. I have no faith in this company doing anything they say they will do as every time they change the offer. I have no desire to make any purchase from them ever again so a credit is out of the question. I do not want a refund of check as they can have a stop payment placed on them and it would be hardship to follow up on

One of my colleagues was recently and quickly promoted. I wanted to give him a gift at his inauguration. Time was limited but I knew he had recently started smoking cigars. I needed next day delivery by 7/10 and was very willing to pay. After researching this I decided on Cigars International. I placed my order and paid for next day shipping on 7/8. They had a banner on their website stating "Due to delays caused by shipping carriers, some packages may experience extended shipping times.". I was prepared for this, but being the area logistics manager for one of the top 5 protein producers in the world I knew shipping was not a serious problem within the 48 states. On 7/9 I grew increasingly concerned as the order status never updated. But in my experience next day shippers can skip filling in the details when time is a factor. I sent a customer service email that morning stating I needed an update so I could cancel the next day shipping or the whole order if it couldn't ship in time. At lunch I had no response and never did receive one so I tried calling customer service to verify this but after a greeting of "COVID-19 has caused higher than normal call volumes which may delay your call being answered" and 45min waiting on hold I gave up. On 7/10 I woke up to still no updates. I had a long drive that morning so decided to call customer service again. While driving I waited over 2 hours on hold. I gave up, finished my chores and came home. After lunch I started to suspect a scam. I researched the company, I tried contacting some management directly but their extensions did not work. The operator went to voice mail even. Then I found they have a retail store in Pennsylvania so I called them. The lady who answered was all too familiar with these calls, ready with a script that the retail store was not involved in online orders. After stopping her and quickly explaining my situation she gave me another number to try. This proves to just lead to the same answering system. So I tried again, another 45min. At this point I was very frustrated. After tons more research and trying to track higher management down I called the retail store again. I asked to speak with the manager and was told he was with a customer, I suggested he give me a call back, leaving my name, number and reason. Surprisingly I never got a return call, but within an hour of this I did receive an email update. Tracking information for my cigars. Cigars that were not yet picked up because the carrier had just been notified. Within an hour of that *** had picked up the package and low and behold my cigars will be 3 days late. My opinion of this was I wanted a refund for wasted next day air. So what can I do? I called the number again. Another 45min and no answer. If I do not get my refund so be it. But trying to blame your own ineptness on a national disaster that is killing people when people like my team members come into work everyday to keep the world fed, on time. That should be criminal. Because it's no better than theft.