Complaints
Customer Complaints Summary
- 6 total complaints in the last 3 years.
- 4 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:07/07/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I stopped doing business with this company due to their overly aggressive marketing schemes. I have made several requests to have my name and address removed from their mailing lists. I have made requests via telephone, email and on their website. ALL OF MY REQUESTS HAVE BEEN IGNORED. They continue to send me JUNK MAIL.
Business Response
Date: 07/10/2025
Good morning!
This customer was unsubscribed from all communications on 02/03/25 at 7:45 PM, and we have fully honored their request. Please see the attached screenshot for confirmation.
Customer Answer
Date: 07/10/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: 23563339
I am rejecting this response because: It is clearly a falsehood. I received mail from them on Monday, 7-7-2025. The company is not being honest and are shaping the narrative to their own means. If I have been unsubscribed since the date they stated, they why did I receive mail from them on Monday, July 7th? I will gladly provide a scan of the mail-piece that I received. It's dishonest companies such as Best Cigar Prices that do not own up to their mistakes that I take exception to. I refuse to do business with companies that lack integrity. I want this junk mail to stop immediately and permanently.
Regards,
*** ***********Business Response
Date: 07/11/2025
Dear ***,
In double-checking our records, I see that the very last email we sent to you was on 02/03/25, which is the same day you unsubscribed. If youre saying that you received an email from us on 07/07, could you please upload a screenshot of that email for us to review? We would really appreciate it.
Ive also attached another screenshot on our end that shows everything you were subscribed to, along with the date you unsubscribed.Customer Answer
Date: 07/11/2025
Here is the mail piece that I received on Monday, 7-7-2025. You have CLEARLY not removed me from your mailing list.Customer Answer
Date: 07/11/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: 23563339
I am rejecting this response because: I have provided proof that I CONTINUE to receive this business's JUNK MAIL months after they say I have been removed. My opinion of this company is a simple one: They're LIARS.
Regards,
*** ***********Business Response
Date: 07/15/2025
Thank you for providing that proof I see exactly what happened here. On top of having an account with us, you also placed orders through our Guest Checkout, which is why you continued to receive catalogs.
I checked the catalog you received on 07/07, and it was sent due to those guest checkout orders. Ive now opted you out from the guest checkout list as well.
You have been completely unsubscribed from receiving any further emails or catalogs from us.Customer Answer
Date: 07/15/2025
I ONLY placed orders via a guest account. I did this to reduce the chance of receiving unsolicited junk mail. Any account that was created in my name was done WITHOUT my permission or knowledge. I NEVER CREATED AN ACCOUNT. As this was clearly done without my permission, I will escalate the case by filing a formal complaint with the ************************ as this may likely be an unlawful act by this business.Business Response
Date: 07/16/2025
Yes, all of your orders have been placed through Guest Checkout. However, back on 03/14/2025 you contacted us because you were missing the bonus items from Order #*******. In order to send those items to you, we needed to create an account so we could place a Free Goods order for you which was processed as Replacement Order #*******.
Were unable to set up Free Goods orders through Guest Checkout, which is why an account was created at that time.Customer Answer
Date: 08/19/2025
:
I CONTINUE to receive unsolicited marketing materials from this company via the *****************. I have called, written, emailed and filed previous BBB complaints against this company requesting to OPT OUT OF ALL COMMUNICATIONS. ALL OF MY REQUESTS HAVE BEEN IGNORED.
Desired Outcome:
STOP SENDING ME MAIL!! CEASE AND DESIST ALL COMMUNICATIONS!! PERMANENTLY REMOVE MY NAME AND ADDRESS FROM YOUR MAILING LISTS!! LEAVE ME ALONE!!Business Response
Date: 08/19/2025
Mailings and customer lists are submitted to the printers 2 months before they are delivered to the customer. This specific mailing you just sent a picture of ,was submitted for mailing in June so there would be no way for us to remove you since you contacted us after we submitted the catalog.Customer Answer
Date: 08/21/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: 23563339
I am rejecting this response because: This unscrupulous business has recycled this same excuse time and time again. I will not be satisfied until the mailings cease permanently.
Regards,
*** ***********Customer Answer
Date: 09/03/2025
I CONTINUE to receive unsolicited marketing materials from this business via the *****************. I have called, written, emailed and filed previous complaints requesting to OPT-OUT of ALL COMMUNICATIONS. ALL OF MY REQUESTS HAVE BEEN IGNORED.
Desired Outcome:
CEASE & DESIST ALL COMMUNICATIONS IMMEDIATELY!! STOP SENDING ME MAIL!! REMOVE MY ADDRESS FROM YOUR DATABASE PERMANENTLY AND IMMEDIATELY!!!!Business Response
Date: 09/03/2025
Mailings and customer lists are submitted to our printer two months in advance of when they are delivered. The specific catalog you sent a photo of was submitted for mailing back in June, which means we were not able to remove your information before it was processedyour request came in after that deadline.
As mentioned in my previous responses, you have been permanently unsubscribed from both our catalog and mailing lists. No further mailings will be sent to you.Customer Answer
Date: 09/05/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: 23563339
I am rejecting this response because: This business has a pattern of untruthfulness. My original complaint about unsolicited mailings occurred months before what they state. They are trying to shape the narrative in their favor. I will not be satisfied until the mailings cease permanently.
Regards,
*** ***********Business Response
Date: 09/09/2025
Do you have any additional proof of mailings / emails received after the one you uploaded on 08/04? If not, we kindly ask that you close this complaint. As of today, 09/09, and as Ive mentioned previously, you have been fully removed.
If there is no new evidence to support continuing this matter, theres no reason to keep going back and forth.Customer Answer
Date: 09/09/2025
I thank the BBB for the diligence and respectfully reserve the right to re-open the complaint should the company continue with their unsolicited mailings.Initial Complaint
Date:06/24/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a box of cigars on 6/16/2025 from Best ***************************, the site said the item would be delivered on 6/20/2025 to 6/23/2025 - today is 6/24/2025 - these were a gift for a friends bday party. I called Best *************************** to speak to someone to see if I can get some assistance. ******* on the chat was very rude, the receptionist that answered the phone was even *****. I prob would not have filed a complaint and wrote a 3 star review if the receptionist were "UNDERSTANDING, KIND, AND LISTENED TO MY NEEDS" instead they were rude, mouthy, and obnoxious. Poor customer service, poor communications, poor training, and great products.Business Response
Date: 07/16/2025
Dear Sebastian,
First, I want to sincerely apologize for how this situation unfolded regarding your order. After reading your message, I completely understand your frustration this is absolutely unacceptable, and Im very sorry.
I checked the status of your order and see that it has already been delivered. I also noticed notes indicating that you planned to return it. Could you please confirm if you have already sent the order back to **? If so, would you be able to provide the tracking number for the return shipment?
Once we have confirmation and proof that the order has been returned, I will make sure a full refund is processed for you right away.
Thank you for your patience and understanding. I look forward to resolving this for you as quickly as possible.Initial Complaint
Date:04/23/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 10th March 2025, I made a purchase on **************************, shortly thereafter they informed me that as an international customer they could not process my order as recommended I use ******- which I did making a second order. They indicated my original charge would be refunded within 15 days. Today is 23rd April and they now do not respond to my emails asking for my refund. Please note I made the payment using a bank card and not a credit card, so they need to refund the money as this is not a charge was being held like a credit card. They have not responded to my emails since 25th March.Business Response
Date: 06/18/2025
Regarding the BBB complaint, the issue was actually resolved directly through our work email rather than through the BBB platform.Initial Complaint
Date:06/01/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I originally made purchases totaling $735.91 and $168.87 for several cigar boxes. Living overseas, I planned to buy cigars from a recommended supplier and have them shipped to a family member visiting me soon. Unfortunately, my order was canceled with the explanation that I needed to use a US credit card. Undeterred, I attempted to place the order again on May 27, 2024, for a similar amount. This time, I received an email informing me that they would only accept PayPal. I responded, seeking clarification, but received no reply. Subsequently, I entered an online chatroom where a customer service representative insisted that using PayPal was safer, despite their website stating that they accept various payment methods, including credit cards. I had already entered my credit card information, which was still processing. This delay is costing me valuable time, and it now seems unlikely that my cigars will arrive in time for my family member's visit. Each interaction with customer service has resulted in the same insistence on PayPal's safety. I've also discovered online that this company has a history of double-billing for orders, raising my concerns that this could be another such instance.Customer Answer
Date: 06/08/2024
Id like to cancel this complaint. The business contacted me and the issue is resolved.Initial Complaint
Date:07/12/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hello I recently had an issue with a purchase I bought from this business and called them in order to return their products. The customer service agent was rude, aggressive, put me on hold for almost an hour and tried their best to deny me the return. This has been an extremely frustrating experience. My brother works for the *** and I have relayed this information to him for further investigation. Please have the business send their response immediately or further action would pursue. Thank youCustomer Answer
Date: 07/17/2023
Hi, your prompt response is great appreciated. Since then, the business has reached out and rectified the issue. Please kindly go ahead and cancel the complaint. Everything is good. Thank you
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