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 recentJessica L.Mar 12, 2026
Tried placing an order online and my bank got hit twice. Both times I got a rejection email saying the order couldn't process. When I called to sort it out, my account got charged again and the order was canceled. This time they wanted a copy of my ID even though I'm not a new customer. Their support was terrible. Never shopping there again.
Jonathan P.Mar 11, 2026
I couldn't access my account for no apparent reason when trying to place an order. Called them to order by phone. Next day I tried the website and got locked out again. Called back and they said I need to wait 48 hours to regain access. They told me they'd updated the app and were having problems. Whoever programmed that update should be fired. You can't reach supervisors by phone either. Time to shop elsewhere. Update: finally got through to a supervisor but he just read answers from a script that didn't even make sense. Still locked out for another day or two apparently. I guess the programmer has a school event. Good customer service is definitely dead at this place.
Joseph B.Mar 9, 2026
Thompson used to be decent about ten years back. Two plus weeks ago I purchased some cigars. I checked the tracking on their site and after two weeks it still shows processing. This is crazy. The day after ordering they sent an email asking to verify my age but the form only had an address verification option. I replied asking about age verification instead but the response was just that I was all set. Still no cigars. My order is in processing limbo after two weeks, they have my money, and I have nothing. Hopefully they can figure out how to process my refund. Too many other companies out there to bother with Thompson.
Christopher D.Jan 21, 2026
Bought some budget cigars but somehow got enrolled in a monthly subscription for $14.95. Canceling that membership turned into an absolute nightmare. Not purchasing from them again after getting ripped off like that.
Michael S.Jan 6, 2026
Been a customer for 5 years but my recent $140 order was supposedly delivered to New Jersey when I live in New Mexico. When I contacted them, they refused to send a replacement or issue a refund, saying there's some waiting period. It's been over a week and a half with nothing resolved. Taking my business elsewhere now.
Marcus T.Aug 7, 2025
This site won't accept PayPal payments. Seriously, don't enter your credit card details here. The whole thing feels shady.
Kenneth B.May 21, 2025
Placed my one and only order for a couple items totaling $139. They double charged me an extra $56 for one of the products. I've reached out to both PayPal and Thompson multiple times requesting a refund but nobody will help. PayPal just keeps forwarding my case to Thompson and nothing happens. I'm done with both companies.
Andrew K.Jan 22, 2025
Avoid this company. Like everyone else says, they overcharge on shipping. I ordered $100 worth of stuff Friday and paid $14.95 for 3 business day shipping. By Wednesday they just shipped it with a Friday arrival. Called their so called customer service and got passed around. Asked for a supervisor and was told it would take 24 to 48 hours. Unreal.
Wesley C.Dec 28, 2024
I've bought cigars from Thompson before because the prices are decent but they're robbing people on shipping with every single order. I always pay for 2 day business delivery. It takes them about 3 days just to get it shipped out. My last order shows UPS delivery over a week away so they're clearly not providing what I paid for. They're pocketing my shipping money and using the slowest UPS option instead. Orders routinely take 2 weeks. Save your money on shipping charges because it won't matter. Not ordering from them anymore.
Robert M.Sep 6, 2024
I have an active account but they keep giving me a hard time. I've submitted my age verification paperwork twice now and my order is stuck in pending status. We're two weeks in and customer service keeps apologizing without actually solving anything. Given all the complaints I've seen, I doubt this order arrives this year.
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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