Famous Smoke Reviews

I'm giving them five stars even though my order never made it to me. The delivery problem wasn't their doing though, the postal service messed that up. They processed a refund right away and handled everything professionally. I'd definitely try ordering from them again.

This company is difficult to work with and their customer service is lacking. They stopped letting customers redirect packages to UPS stores, which is really inconvenient. Not everyone can take off work to wait around for delivery. Then getting your money back takes forever anyway. Overall, dealing with them has been a frustrating experience.

I ordered several Palio ashtrays and every single one arrived with rust on them. I let them know about the problem and sent photos like they asked. They gave me a return label, but I had to drive a half hour to mail the rusted merchandise back. Once they got it, they sent me a partial refund, but they actually charged me for the return shipping even though this was entirely their mistake. That rust was obvious and shouldn't have been packed up. They're still selling the same product too. I won't spend money with them again. That was the worst first and last experience I could have had.

I have no idea how they're still in business. They're hands down the worst place to get cigars. It's like they buy up all the rejected stock that nobody else wants.

Every time I try to give this place another shot, they disappoint me badly. It seems like their cigars are stored in terrible conditions because about 90 percent of what I've received has been stale and dead tasting, with that old neglected flavor that makes everything taste dull like it's wrapped in plastic. You can see the filler has expanded and contracted multiple times, which shows they've been dealing with major temperature and humidity swings. I think some folks get lucky ordering right after a shipment arrives, but once these cigars sit at their warehouse for a while, especially if they're marked down over 20 percent, they deteriorate in that unstable environment. Proper cigar storage really isn't complicated, but they're just not doing it. I'm done giving them chances. I've ordered from basically every major online cigar vendor out there, and honestly only JR Cigars and Cigars International are equally bad. Holts is kind of a mess but I haven't ordered enough to judge them fairly.

Prices are competitive, but their chat support is pretty ineffective. I had two different problems and couldn't get them resolved through chat. One issue about a refund is still hanging, and the other was about something missing from my order. They basically told me I'd have to call instead. If they can't properly staff the chat feature, they should probably remove it.

I got a delivery notification but can't track where my package is. The box never showed up at my address.

I'm pretty sure this company and Holts are connected somehow because they're both selling stale, dried out cigars that need major rehydration work. They're probably two of the worst cigar shops online, and based on their reviews, they seem bad at brick and mortar locations too. A lot of their positive feedback looks planted by staff, which is pretty telling about how they operate.

Good luck getting anyone on the phone here.

Their customer service has really gone downhill. Nobody picks up the phone anymore and it takes weeks to get an email response. What made me realize service isn't a priority for them is how often my regular cigars come in with problems. The taste is off, they don't burn right, the construction is bad. Even their budget 365 line has gotten noticeably worse. And if your order takes more than 30 days to arrive, they won't do returns. Between the wait time and the quality issues, it's getting ridiculous. I keep a well stocked humidor so I might smoke a bad cigar weeks later, but 30 days is way too strict. I'm taking my business somewhere else.