ComplaintsforJR Cigars

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order with JR Cigar on 09/23/2023, Order #: ********. I received an email to verify my age as an item in the order is a tobacco product. I made numerous attempts to upload an image of my identification using their upload process and continuously received an upload error. I reached out to customer support via email on 09/23/2023, they responded on 09/25/2023, however offered no solution. I called and spoke to a representative and he was not able to solve the issue as well. I told him to cancel my order on the same call, to which he said he would. I waited several hours and didn't receive any confirmation that my order is canceled. I replied back to the same email thread and requested an order cancellation; they responded the next day asking me to call them to cancel. At this point, I've already given them notice to cancel Order #: ********, both verbal and written. JR Cigar acknowledges my wish to cancel the order by writing to call them and cancel the order. Please cancel the order and release $176.07 in funds.

  Business response

  09/28/2023

  We confirmed that this order #******** was cancelled in our system on 9/25/23 due to the age verification and confirmed that the funds were voided on 9/26/23.  We have attempted to reach the customer by phone with this cancellation information on 9/27/23 and 9/28/23 and have left a voice-mail message. We have received no call back to date.

• Initial Complaint

  09/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Their website advertises a coupon for 25% off of first purchase if you provide an email address and sign up for advertisements. The website says nothing about exclusions apply. I provided my email address and was provided a coupon code, again, it said nothing about exclusions apply. I went to make my first purchase and the coupon code was denied for use. Upon calling the company they say there is an exclusion list and the coupon cannot be used on most of the products they sell including the product I was looking to purchase. going back to their main website there is nothing on there about exclusions on coupons. The list is only available after an extensive search. I never would have provided my email address for marketing if I knew the coupon would not work on most of the products they sell. This practice is very deceptive and should be stopped. At the very lest they should have to have a disclaimer saying "Exclusions apply" ******* ******

  Business response

  09/19/2023

  We contacted this customer to discuss this complaint in more detail. We are looking into the issue regarding the coupon he mentioned and making any exclusions more bold on the site. We have also offered the customer a discount on his next order.
  

  Customer response

  10/02/2023

   I am rejecting this response because:

  Hello,

   

  You have closed my complaint without allowing me to respond within the seven days. The said: “We contacted this customer to discuss this complaint in more detail. We are looking into the issue regarding the coupon he mentioned and making any exclusions more bold on the site. We have also offered the customer a discount on his next order.”

   

  I then received the following email from the company offering me a 25% discount on my next purchase. However when I went to make a purchase they said they would not honor the discount as stated in their email. Also, I have asked several times to be removed from their email list but still receive endless emails daily from them. As stated in my original complait, They got my email address and contact information under false pretenses with the offer of a discount that they will not honor. This case has not been resolved and I wish it to be reopened.

   

   

  ********* ******** **** ************ * ******************************** *

  Inbox

  

  Scott P		Fri, Sep 15, 12:50 PM

   

  Good afternoon. First I would like to thank you for taking my call today regarding your Better Business Bureau case. A notation has been placed on your profile that when we speak, the offer of 25% will be offered to you. This discount excludes if the item is on sale or at a reduced price. We are unable to "stack" discounts. My hours here are Monday through Friday 8AM - 4PM EST. Voicemail is always available, so please leave me a message if you do not speak with me. If I am calling you back, please be advised that a caller ID will show our standard 800-572-4427. I look forward to assisting you with your future order. Until I speak with you next, Scott P*******

   

  
  
  

  
  

  Business response

  10/09/2023

  We contacted the customer and placed the order honoring the 25% he requested. We feel that this issue has been resolved.

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order with JR Cigars on April 2, 2023 and was told that they need both send and receiver id. I could not reach the receiver and then wanted to cancel. I called JR to cancel my order and was told that they would cancel. 2 days went by and still they did not cancel order or send me an email that they would send to me. today Brook who identified as brook said she canceled and a will supervisor call. I also was told it would take 3 - 5 business days. and it has already been 4 days from my first call. Now adding more days it will be almost 10 days they have held my money of 209.33

  Business response

  04/07/2023

  As was mentioned to the customer, our customers must be over the age of 21 to order/receive our product. We require ID for both parties in order for the company to remain in Compliance with age verification laws.  The order was being shipped to a different name and address and since the customer could not provide us with identification for both the customer placing the order as well as where the order/shipment was being delivered to, the order could not be completed.  We have asked for an expedited credit. A customer service rep has reached out to the customer again today (via email since they did not leave a phone number) to discuss the credit in more detail.

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 5, 2023 I won a free fall auction for cigars. My winning bid was for (2) 10 packs of Rocky Patel cigars for $35.50 per pack. I had to call to get them in my cart to complete purchase. I called 3 times. At 1:47 I spoke to a csr and was hung up on. I called at 2:31 and was hung up on again. I called at 2:35 and spoke to a csr and was told that I could only have 1 item because others bid on the same item and lost and they wanted to let those bidders who lost get the item at a lower cost. If I win the lottery do I have to share it with those who lost? There is no disclaimer on the bid site stating how many I can bid on. This sounds like bait and switch.

  Business response

  03/15/2023

  We have been in contact with this customer regarding this complaint to discuss it in more detail. We have sent the missing item to the customer. We feel that the customer was pleased with the outcome and that we have resolved this issue.

  Customer response

  03/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  02/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for Cigars online on February 2nd and received delivery notification on February 6th. The package was not signed for, and if delivered as indicated, was apparently stolen. A dispute was opened with UPS on the 9th, at the instruction of JR Cigars, and was closed by UPS a day or two later stating "Package Search Complete (Package Found / Delivery Confirmed)" -- however, the package was not found. A driver did stop by the day after the failed delivery, while the dispute was still open, to ask if it had been found. I confirmed that it has NOT been found, but apparently the UPS investigation was closed with incorrect information which I cannot correct. I contacted JR Cigars directly after this to inform them that the package had not in fact been received and asked for a replacement or refund, and they simply told me that there was nothing they could do.

  Business response

  02/22/2023

  We have been in contact with the customer the past few days regarding the issue with his order. He seemed pleased with the outcome and should be receiving his shipment soon. We also left direct contact information to one of our customer service reps should he need it. We feel this issue has been resolved.

  Customer response

  02/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.  A replacement was shipped to me at no cost, and I hope that in the future, UPS does a better job delivering or JR Cigars selects a new carrier.

• Initial Complaint

  01/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a shipment of cigars which i did not receive. JR Cigars will not resend the order or allow for a credit for the order. They state that the USPS "believes" it was delivered.

  Business response

  01/13/2023

  We have contacted and spoken to the customer regarding this issue. A refund has been issued and a new order has been placed using a different shipment method. We feel that this complaint has been addressed.

• Initial Complaint

  01/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On one occasion I won a Cigar auction bid and paid in full. The company sent the wrong product. When I called to rectify issue and get correct product I paid for, I was told they were sold out. In another instance I won an auction and they failed to honor the winning bis because they again said it was back ordered or sold out. I have found consistent pattern of the business auctioning certain brands and not fulfilling the winning bid and acting bad faith. I paid for Montecristo #2 and they sent me Rocky Patel Vintage #3. How do you auction off or sell a product you don't have in stock. The answer is if bidder gets too good of a deal they claim they sold out or are back ordered. Very unethical business practices. Classic bait and switch

  Business response

  01/12/2023

  We also received a letter from this customer and have already been in contact with them regarding this issue. We feel the issue has been addressed to their satisfaction.

  Customer response

  01/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  12/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  NC Tobacco Tax is 12.8%. JR Cigar online appears to be charging the tobacco tax based on the original price instead of the sales price. See attachments. I have been charged 22.7% and 17.9% tobacco tax on my last two purchases. Please advise. Thank you.

  Customer response

  12/16/2022

  I have not heard from the business in response to my complaint.

   

  To resolve this complaint is simple.  Is the NC tobacco tax to be calculated calculated based on the original price or the sale price. JR Cigars' online ordering system is charging on the original price not sale price.  See original complaint for NC tobacco tx I was charged.

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed order ******** online, and Never received my shipment. I spent hours speaking with the business and the carrier to open a case. A ups manager named Angel contacted me from the Claim Investigations department to inform me of a failure of delivery and assured me that the business has been refunded for the lost package and has advised them to refund or re-ship the order. Refer to UPS claim # **********  I have contacted the business a few times and was asked to await a phone call which I never received. I need an immediate resolution to this case to prevent further escalation. Thank you

  Business response

  10/21/2022

  We have researched this issue and contacted the customer. A credit has been issued to the customer for the package that was lost. 

  Business response

  11/01/2022

  11/1/22--We have processed the refund and our team member that has previously been in contact with the customer regarding this issue has reached out to him via email asking for confirmation that he has received it and thanked him for his patience through this process of the UPS error. We are awaiting confirmation that he did indeed receive the refund.

  Customer response

  11/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a cigar humidor from this company in mid July. They advertised a limited edition, serial numbered, Daniel Marshall created, hand made, 100-125 cigar luxury humidor. What they sold me was a mass produced standard model with less than half the capacity (40-45 cigars). When I emailed a complaint twice, they ignored me. When I called them, they claimed the manufacturer had given them incorrect information (which is irrelevant), and only offered me a refund. So now I am out the time and effort of getting my humidor, seasoning it (a two week process), and all the hassle and expenses associated with that. Now I am expected to send it back and start the process all over. I have to spend more money to safely store my cigars in the interim. I want a humidor of comparable quality and capacity to the one I ordered in good faith off their website. Truthfully, I can live without it being 'limited edition'. I am most annoyed by the gross misrepresentation of the capacity. Obviously there is a world of difference between a humidor that can hold 100-125 cigars and one that can barely hold 40. I also believe that a retailer has a responsibility to correctly describe a product that they are selling and do at least some minor due diligence to ensure that the product isn't misrepresented in this egregious manner. Attached is a copy of the misleading description that induced me to make a purchase with this company. I have highlighted the phrases that are completely incorrect (seven counts of misrepresentation of product). It is my belief that this misrepresentation violates North Carolina consumer protection laws, meeting the five elements of fraud. While fault or scienter, may be a little harder to prove, it is pretty obvious fundamentally that this company had financial incentive for misrepresenting the product. I'm not a lawyer, but I am willing to take this case to the Attorney General if this is not resolved reasonably.

  Business response

  08/11/2022

  Customer has been contacted by one of our team members to discuss this issue in more detail. A new humidor has been ordered and is being shipped. The Customer will be sending back the original humidor. We feel that this complaint has be resolved.

  Customer response

  08/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

   

  The company assigned an excellent case manager to resolve this issue.  Provided they actually deliver on their promises, I believe that they have satisfactorily resolved this issue very reasonably.  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩