ComplaintsforCigars International

• Initial Complaint

  05/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 5/2/23 I placed an order with cigar international. I never received the order they told me I had to wait till 5/18 to ask for a replacement. On 5/19 I contacted them. They sent the replacement order it was completely wrong not even close to my original order. I contacted them again on 5/22. They apologize for the first order being lost and the replacement order being wrong. Assured me that they would send out the right order immediately with expedited shipping. They completed the order I got an email the next day and informing me that the item was on backorder. Called 5/23 to get it sorted out. After an hour on hold the lady answered my call got into my account call drop no return call. This is just absolutely horrible customer service they have almost $400 in my money tied up for a month. Thank you.

  Business response

  06/06/2023

  We sincerely apologize for the recent experience that the customer had with our company and for the difficulty time they encountered when trying to reach out. We are experiencing higher than normal volume and are working diligently to hire and train staff to better serve our customers. 

  We had a member of our leadership team contact the customer to resolve this matter. We have setup a return for the incorrect product that was sent to the customer, and have issued him a $50 coupon for the inconvenience this recent experience has caused. Additionally, we have researched the interactions outlined in this complaint and the employees have been coached to prevent further errors like this being made. 

  Once again, we are terribly sorry for the experience the customer had with us.

  Please let us know if there is anything else we can do to assist in this matter. 

  Sincerely, 

  The Cigars International Customer Care Team 

  Customer response

  06/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************************
  

• Initial Complaint

  05/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered cigars about 2 months ago and without notice I am being charged a membership fee each month since. I have tried to cancel but receive no response from Cigars International.

  Business response

  06/06/2023

  We sincerely apologize for the unwanted enrollment into our rewards program. 

  We had a member of our leadership team contact the customer to resolve this matter. We were able to explain how the signup progress works to prevent the customer from enrolling into the program again. We have cancelled and refunded the customer in full for all 3 months he was charged. 

  Once again, we are terribly sorry for the recent experience the customer had with our company.

  Please let us know if there is anything else we can do to assist in this matter. 

  Sincerely, 

  The Cigars International Customer Care Team 

• Initial Complaint

  05/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  BUYERS BEWARE. I ordered cigars about a month ago. Cigars came in fine however, the company charged me a subscription fee on my credit card for PURO PERKS without any authorization from me. Whoever does this at the company should be fired on the spot. I have already disputed the charge on my card and hope to get resolution shortly. I will NEVER order from CIGAR INTERNATIONAL again

  Business response

  05/26/2023

  We sincerely apologize for the unwanted enrollment into our rewards program. 
  
  We have attempted to contact the customer, but we have been unable to reach them. We have ensured that the subscription has been cancelled and we have also issued the customer a $50 coupon to use on their next purchase with us. We have followed up via email to explain our resolution to the customer. 
  
  Please let us know if there is anything else we can do to assist in this matter. 
  
  Sincerely, 
  
  The Cigars International Customer Care Team 

• Initial Complaint

  05/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have three major complaints about Cigar International, which behaves like a scam company:1) While purchasing regularly from them online, especially through their daily deals page, I am consistently being charged for magazines (***** ******, etc.) which I NEVER wanted or ordered. They present this as a "gift" yet charge you separately, even when I unclick the option of that so-called "gift." For every purchase, there is an additional $15 subscription for a magazine I never ordered, which is an absolute scam.2) On 4/25/2023, I paid for a deal with free shipping on their website (order #***********). They advertise that ANY additional order with that special deal also has free shipping. In addition to the deal (********************* ****** ****, 20), I ordered a set of 5 ** ******** ******. I received the first deal, NEVER received the second.3) Due to not receiving my order, I first wrote to them with the order numbers, requesting the second order to be shipped. I NEVER got a response back. As I result I have been calling the company's "Customer Service" five times, spending about 40 minutes each time on the phone without anybody EVER picking up. This company has NO customer service and is scamming people on a regular basis (forcing them to purchase magazines we never ordered, not sending the products we did actually order).I have filed a complaint about this company with my bank as well. I want to be reimbursed for all the magazine purchases and get the cigars I actually DID order, in addition to them paying a penalty for their behavior.

  Business response

  05/24/2023

  We sincerely apologize for the unwanted enrollment into our rewards program and magazine subscription. 

  We had a member of our leadership team contact the customer to resolve this matter. We have cancelled the monthly subscription, the magazines have been stopped and we have replaced a no cost replacement order for the missing product, which should arrive on or before June 1st, 2023.

  Once again we are terribly sorry for the recent experience the customer had with our company. 

  Please let us know if there is anything else we can do to assist in this matter. 
  
  Sincerely,
  
  The Cigars International Customer Care Team

• Initial Complaint

  05/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This company keeps on sending me marketing to the address I have indicated in the complaint even though I have advised them not to, numerous times via email. They have failed to respond to any of my requests for service and to cease contact. The advertisements are from "Cigora" and Cigars International d/b/a/ Cigar.com. I am trying to cut down on my smoking and I would like to completely opt out of all marketing from this company, electronic and by mail to the address(es) referenced above. If I place additional orders with this company, I would like to remain opted out of marketing. Thank you.

  Business response

  05/19/2023

  We sincerely apologize for the unwanted promotional materials. 

  We have reviewed all contact information and account related to this customer and turned off all notifications. Please allow up to 3 months for the catalogs to halt entirely, due to these services being provided by a third party vendor. 

  Please let us know if there is anything else we can do to assist in this matter. 
  
  Sincerely, 
  
  The Customer Care Team 

  Customer response

  05/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. For the record, if I should receive additional contact from this business, I will open a new case. At this time, however, I will consider this matter resolved.
  
  Regards,
  
  ******
  
  

• Initial Complaint

  05/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi I have been receiving several magazines from this business. I never requested to be participating in a subscription and I have asked them several times to discontinue mailing me advertisements for their harmful tobacco products. Please refer to image for the customer account information, unsubscribe my address and send me a confirmation immediately, or further escalation would pursue. Thanks

  Business response

  05/19/2023

  We apologize for the unwanted promotional materials. 

  We have opted the customer out of all promotional communication. 

  Please let us know if there is anything else we can do to assist in this matter. 

  Sincerely, 

  The Customer Care Team 

  Customer response

  05/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  04/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Apr 28, 2023 I was charged $15 randomly for a Puro Perks membership that I never signed up for.I would like my money refunded and my account deleted to make sure something like this never happens again.

  Business response

  05/24/2023

  We sincerely apologize for the unwanted enrollment into our rewards program.

  We have cancelled the subscription and refunded the customer in full. 

  Please let us know if there is anything else we can do to assist in this matter. 

  Sincerely, 

  The Cigars International Customer Care Team

• Initial Complaint

  04/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used Cigarsinternational.com (CI) to place an order for cigars for a friend 4/9/22 as a gift. It appears a month later on 5/12/22 my credit card began being charged $14.95 a month for some membership "Puro Perks" fee I did not sign up for and did not catch until I logged in today 4/12/23 to make a purchase. This membership's billing information was also in said friend's name and address. After noticing this, I called CI customer support, and after waiting on hold for 30+ minutes, was told by Puro Perks Customer Service (CS) that this was a subscription I signed up for after the purchase, and they could only refund the last 4 months. This is unacceptable. - I maintain that I did not sign up for this program. I do not make purchases often enough to justify a monthly points-based program as a consumer. No purchases, in fact, for an entire year. - Puro Perks CS confirmed subscription was in said friend's name & address on my account for whom I bought the cigars last as a gift, and not my own name and address. - Puro Perks CS said this would have for been for a $10 back on the order; nowhere on my bank statement, ******, email, or CI account do I see a credit issued for $10. I am seeking a refund in full for the last 12 months ($179.40) for a subscription I did not sign up for, nor ever even utilize unknowingly. I have been a loyal customer for 10+ years, but I am willing to take my business elsewhere if not resolved.

  Business response

  04/17/2023

  We sincerely apologize for the unwanted subscription. 

  We had a member of our leadership team work with our third party vendor to ensure the customer has been refunded in full. We have tried to reach the customer to inform him of the additional refunds process, but were unable to connect with him. We have left a detailed message outlining the solution and that we have refunded him the remaining amount. 

  Once again, we are terribly sorry for the recent experience the customer had with our company. 

  Please let us know if there is anything else we can do to assist in this matter. 

  Sincerely, 

  The Cigars International Customer Care Team

• Initial Complaint

  04/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On March 21, 2023 I placed an order on the Pipes and Cigars website for my brother, who has schizophrenia and lives in a psychiatric group home. When it hadn't been shipped by 3/21/2023 I spoke to ******, a "contact supervisor" with Pipes and Cigars. She apologized, told me that she would cancel the telecheck payment, and I gave her a credit card number to use instead. Now it's April 8, 2023, and the order still shows it's "processing" b/c ****** didn't do what she said she would do. The payment still shows telecheck as the payment method. Just a short time ago I talked to *********, another "contact supervisor." who was little help. He told me the order has processed to the point where the payment method can't be changed and the order can't be canceled. I asked for contact information for head of customer service or the equivalent, and ********* told me he'd have someone from management call me. Maybe 5 minutes later, he called back to say management wouldn't speak to me unless I have financial power of attorney for me brother, which I do have but which is ridiculous in this set of circumstances.

  Business response

  04/14/2023

  We truly apologize for the recent experience the customer had with our company and the lack of follow through from some members of our customer care team. 

  We had a member of our leadership team contact the customer to work with him to resolver this matter. WE have provided the customer a $100 coupon to use on his next order with us, and have added him as an authorized user on his brother's account so he does not run into any further issues. Additionally, he now has a point of contact that he can work with directly, should he have any further concerns or questions. 

  Once again, we are terribly sorry for the issues that the customer experienced with us and we are dedicated to preventing this from occurring in the future.

  Please let us know if there is anything else we can do to assist in this matter.

  Sincerely, 

  The Pipes and Cigars *Customer Care Team

• Initial Complaint

  04/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  *** / PIPES and CIGARS are passing this Missing Package information repeatedly blaming or denying its existence in either possession or responsibility for a refund or replacement (A matter of $151.28 is what the cost of this purchase) I've got no reasonable answers from these businesses... I'm being Robbed and disrespected in equal portions, advise me of my options for relief in this situation, please. No one responds to calls *ESTIMATED DELIVERY YOUR PACKAGE IS On Its Way Back to Sender SHIPPING HISTORYHide Shipping History THURSDAY, MARCH 30 3:57 PM | NEW YORK, NY A claim has been issued to the sender for your package. Please contact the sender for more information. TUESDAY, MARCH 28 7:55 AM | NEW YORK, NY An investigation has been opened for your lost package. WEDNESDAY, MARCH 22 9:20 AM | EASTON, PA Processing at *** Facility 5:46 AM | EASTON, PA Processing at *** Facility 12:03 AM | EASTON, PA Arrived at Facility TUESDAY, MARCH 21 10:07 PM | NEW YORK, NY Departed from Facility 6:26 AM | NEW YORK, NY We’re sorry this package has experienced a sortation delay. The package has been rerouted to the correct destination. 2:52 AM | NEW YORK, NY We corrected the address as the sender requested. FRIDAY, MARCH 17 2:09 PM We've received a request from the sender to update the delivery address. 7:45 AM | NEW YORK, NY We’re sorry this package has experienced a sortation delay. The package has been rerouted to the correct destination. 7:18 AM | NEW YORK, NY We're returning this package to the sender. THURSDAY, MARCH 16 11:38 PM We've received a request from the sender to return the package. 11:14 PM | NEW YORK, NY Arrived at Facility 9:10 PM | EASTON, PA Departed from Facility 8:35 PM The shipper created a label, but UPS has not received the package yet. 4:05 PM | EASTON, PA Origin Scan ups Tracking Number: ****************** ITEMS IN THIS SHIPMENT *** FLAVOURS CHERRYBOMB Quantity: 1 Price: 128.17 ****** ******** ICE SKATING KIT Quantity: 1 Price: 0.00

  Business response

  04/11/2023

  We sincerely apologize for the experience that the customer recently had with our company.

  We had a member of our leadership team contact the customer to explain the refund process for an order that was returned to sender. Due to the confusion and inconvenience this process has caused, we have shipped the customer a no cost order of  the ****** ******** Ice Skating kit which was delivered on Friday, 4/7/2023, and issued him a $40 coupon. A new order was placed on 4/8/2023 and was successfully delivered today, 4/11/2023 at 11:37am.(*** tracking ******************).

  Please let us know if there is anything else we can do to assist in this matter. 

  Sincerely, 

  The Pipes and Cigars Customer Care Team

*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. ↩