Thompson Cigar Company sells cigars and related products through its e-commerce website. This page features real shopper ratings and reviews to help you understand customer experiences with the retailer's products, website functionality, payment processing, shipping, and customer service.
Thompson Cigar Company Reviews
1.1
24 reviews
What Shoppers Say About Thompson Cigar Company
Created with AI, based on recent reviews
Thompson Cigar Company is rated 1.1 out of 5 by 24 shoppers, with 92% giving one-star ratings. Reviewers report severe problems across multiple areas: repeated unauthorized charges and payment processing errors that result in multiple deductions from bank accounts, website access issues that lock customers out of accounts for extended periods, and malfunctioning account verification systems. Additional complaints include orders stuck in processing status for two or more weeks, unexpected enrollment in paid monthly subscription services with difficult cancellation processes, and unresolved delivery and refund issues.
No positive feedback appears in recent reviews. Customers describe customer service as unresponsive or unhelpful when attempting to resolve problems. Several long-term customers report abandoning the company after recent negative experiences, indicating a decline in service quality. The recurring theme across reviews is that technical and administrative failures prevent successful purchases and create financial frustration for shoppers.
Customer Reviews (24)
Sorted by: Most recentDavid R.Sep 6, 2024
I have an account with them and have already verified my age twice with proper documentation, yet my order is still on hold and we're already into week 2. The customer service people always say sorry but can't actually help. Based on what I've read in other reviews, I'm not holding my breath expecting this to arrive anytime soon.
Gregory V.Jul 25, 2024
They messed up my order for the second time. I ordered a mix of filtered cigars but got 11 cartons of the exact same thing. Their customer service basically won't respond to me. This is my last order from them.
Brandon H.Jul 23, 2024
This place constantly deals with fraud problems and their customer service is absolutely terrible. Communication about orders and order issues is awful. Plus there are security problems with hacked accounts. Did I mention customer service stinks?
Anthony M.May 26, 2024
Ordered cigars as a gift and shipped them out to Puerto Rico without opening the box first since I'd used this company before. When they opened it, it was the wrong items. They sent me 3 products duplicated so I called to complain. Every option they offered to fix it benefited them, not me, and I ended up losing $240. Their customer service was atrocious and the guy treated me like I was trying to steal the cigars. Not ordering from them anymore. Absolutely horrible service.
Edward N.Feb 17, 2024
Bought a $225 box of cigars with the seal broken on it. The outside of the cellophane wrapper looked fine but the cigars inside are covered in mold. Thompson said to send them back at my own expense if I want. Also their shipping is usually super slow taking weeks. This particular box got here in 5 days which was strange. The surprise was both the unusual speed and opening it to find mold everywhere.
Samuel G.Jan 15, 2024
Ordered items on backorder that never got sent. Then 4 months later they want more money to fulfill the order and won't accept the original price. No thanks. I got my credit card company involved and they backed me up for a refund. Another thing: they have tiny boxes pre checked yes at checkout. If you miss unchecking one you end up having to cancel magazine subscriptions or similar garbage. Their discounts aren't better than competitors and they use sneaky marketing tricks.
Steven P.Dec 17, 2023
Their marketing flyers are basically false advertising. Every time they send one out, I try to get the advertised deal and it doesn't actually exist. They should be reported for this kind of misleading promotion.
Monica J.Nov 16, 2023
Called their number and got hold music that cut off after 2 minutes. Then nothing but silence for ages which means someone answered but muted me. With my background in call center management, I know they picked up and were doing their own thing. I mentioned I could report the call details to corporate to review the recording and suddenly Janet appeared. I called at 12:42 and she came on at 1:11. The whole call was almost 30 minutes and I never got any help. I gave up. Plus after reading reviews online I'm glad I didn't actually order anything.
Vincent M.Sep 8, 2023
Look elsewhere for cigars. Go to a different online company instead. I spent a few hundred dollars on cigars for an event and got stale, flaky, falling-apart cigars with broken bands. Victor Sinclair brand too. Their quality control is horrible. How do they ship out cigars in that condition? Sometimes customer service is okay but they really struggle understanding what customers need. After tons of back and forth, Lorenzo was the one who finally understood my issue. Still waiting on a credit card refund for those ruined cigars I returned.
Thomas W.Sep 8, 2023
Pick a different online cigar retailer. I ordered several hundred dollars worth for a wedding and the cigars arrived stale and flaky with bands peeling off. Their quality control is nonexistent. Why ship out damaged merchandise? Customer service has good moments but struggles to grasp what customers are actually saying. Only Lorenzo finally got it. Still waiting on my refund for the junk I sent back.
Thompson Cigar Company Review FAQ
What do shoppers say about Thompson Cigar Company's payment processing?
Multiple reviewers report serious payment problems, including unauthorized duplicate charges, rejected transactions that still result in account deductions, and payment failures that repeat when customers attempt reorders. Some shoppers also note the site does not accept PayPal, requiring credit card entry directly.
Are there complaints about website functionality?
Yes. Reviewers report being locked out of their accounts without explanation, requiring 48-hour waiting periods to regain access. One customer noted the site underwent a problematic app update that caused access issues and persisted even after multiple phone calls to customer service.
What shipping and fulfillment issues have customers experienced?
Shoppers report orders stuck in processing status for two or more weeks, incorrect delivery locations (one customer received an order in New Jersey despite living in New Mexico), and unresolved refund or replacement requests even after contacting support.
Have customers had problems with subscriptions?
Yes. At least one reviewer was enrolled in a monthly $14.95 subscription without explicitly requesting it and found the cancellation process extremely difficult. This appears to have happened during a routine purchase.
How do shoppers rate their customer service experience?
Customer service receives consistent criticism. Reviewers describe support as unresponsive, unhelpful, or unwilling to resolve issues. Problems include age verification forms that don't function as described, long wait times for account access restoration, and refusals to issue refunds or send replacement orders.
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