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This is the worst customer service I've ever encountered. I've spent thousands of dollars with them over the years but they lost me with their recent treatment. I called about a backorder that was priced at $42 and they told me they wouldn't honor that price once it came back in stock - I'd have to pay whatever they decided to charge. On top of that, their prices on the value alternative cigars have doubled in the past year, putting them way above everyone else in that market segment. I'm done ordering from them.

I've been a dedicated customer since the mid-1990s and was always impressed with their pricing, service, and product quality. Everything changed about three years ago, probably due to new management. The experience just isn't the same anymore. I've moved most of my business to a few other online retailers instead. I do miss the old version of this company.

The website said the package contained 20 cigars but I only got 10. They claimed it was a typo on their end, yet the site still shows 20. That means I paid double the actual price per stick and customer service wouldn't help me out. I'm switching to Cigars International - they're way more trustworthy and fair.

I've been ordering for over 20 years but I'm calling it quits now. Something changed with their management and it's been all downhill. I'm still waiting for my last order to arrive. Their customer support is unresponsive, everything takes forever to process, product quality has declined, and costs have gone up. Their rewards program is worthless - points expire before you can use them, and the birthday and anniversary coupons they send are only good for their expensive premium cigars. I'm done.

The customer service here is awful and their ordering system is just as bad.

Shop somewhere else. I paid extra for next day delivery but my order took 5 days to arrive. When I asked for a refund on the shipping charge, they refused. That's just bad business.

I was a loyal customer for three years, mainly because of their rewards program. Like most people, I order on my phone and don't always notice all the fine print about reward points. Over time I accumulated 2,600 points, only to lose 2,000 of them a few days later. There's nothing on the website that says the points expire after 90 days. I was working toward enough points to buy my favorite cigars and stock up, but the surprise expiration ruined that. When I called to ask if they'd reinstate the points, they said no and explained that I needed to look at the rewards tab on their site. After that experience, I have no interest in coming back.

Customer service is absolutely terrible. I received wrong items in my shipments, incomplete orders, and it took forever to get everything resolved. Not worth the hassle.

This started when they switched out the alternative cigars they sell. The new ones are nowhere near as good as the old ones, and of course they're charging the same price - or rather, they're constantly raising it. I smoke about a bundle per week and I'm done buying from here. I sent them a review about these problems and they refused to post it. They keep rolling out discount codes that don't work on alternative cigars anymore. It used to be you could use coupons to grab alternatives for under $3 a stick. Now they've raised prices, dropped quality, and the discounts don't apply anymore. Find somewhere else - this company knows people are unhappy with their new direction and they just don't care.

Terrible experience from start to finish. I spent over $300 on cigars and their age verification process was absurd. As a 60-year-old from Canada, I submitted all the documentation they requested. First they wanted ID, so I sent my driver's license. Then they wanted it again, so I provided both mine and my wife's passports. Still not enough - they asked for age verification yet again. This back and forth took an entire week. Eventually I got frustrated and cancelled the order through Paypal, but the refund amount was less than what I paid. Will never shop here again.

What a nightmare dealing with this company. I placed an order for over $300 worth of cigars and they put me through the wringer with age verification. I'm 60 years old and a winter resident from Canada, so I provided my information. They asked for ID proof, so I sent my driver's license. Not satisfied, they wanted more. I sent both my passport and my wife's passport. Still they came back asking for age verification a third time. The whole ordeal dragged on for a week and I got fed up. I cancelled through Paypal but the refund I received was less than what I originally paid. Absolutely will not be doing business with them again.

Terrible customer service from start to finish. I placed an order on the 11th and they confirmed shipment via USPS on the 12th with a tracking number. When I checked the status on the 15th, it showed the package was waiting for carrier pickup. I asked customer service about this and they told me to wait 2 to 8 business days. I kept checking and it still showed awaiting pickup. By the 22nd, nothing had changed. When I contacted them again for an update, they just told me to wait for it to arrive without offering any real help. They won't investigate why USPS doesn't even have the package in their system.

I've been ordering from here for years but things have really gone downhill. My last three orders have been disappointing in terms of quality. The leaves were consistently dry and cracked, making the cigars unsmokeable. I'm switching to a different supplier because I'm too frustrated to keep dealing with this.

I've been ordering cigars from here for ten years and have had great experiences. The two times there were delivery delays, it turned out to be outside their control. I live up in Canada and when I visit the States, I only have a few days to receive my order. I can always count on them to get it to me in time. Their customer service team has always been friendly and helpful whenever I've contacted them. The cigars themselves have never disappointed me - the quality is consistently excellent.

Been a customer since the mid-90s and I used to think they were the best. Occasionally there were shipping hiccups or pricing mix-ups, but their customer service always made things right. Then something shifted - I think management changed. Quality has dropped, prices are up, and they don't stand out from competitors anymore. The auction feature that I loved is gone. Their rewards program is now a joke - I can barely use my points, they're constantly expiring, and they're capped at $10 per purchase. You can only redeem them if there are no other promotions running. I've watched as products get marked out of stock and then magically pop back in the second a sale starts. The company has really let me down.