Rocko
Cigars International has forgotten what Customer Service means.
I have been a customer of Cigars International for over a decade. For many years I was happy with the selection, pricing and quality. I order cigars about 5 - 6 times a year from CI. On my last couple orders it seemed there was a new “delay” of several days before my cigars would ship. Not a problem, but I realized don’t pay for upgraded shipping, their in-house delay resulted in no benefit for the extra costs. I ordered cigars on June 26 2022, and got my email with a confirmation number in minutes. On June 29 I get an email that says I need to call to “verify my information in their records, as soon as it is verified we will promptly process and ship your order”. Okay not happy that it took days to notify me and that I could only handle this by phone, but figured it was another new hoop they had to jump through for legal purposes. I called the next morning, (15 minutes on hold) answered a couple questions verifying my information was the same as always, and was told my cigars would “arrive on or before July 6th. My account status never changed, it remained “in process”. July 6 came and went and no cigars and no change on my order status. I fill out a Request for Customer Service Form and no response, no change in status. In a couple days I completed a second request, no response and no status change. I called on July 11th (on hold for 17 minutes) and spoke to another service representative. He immediately told me the cigars I ordered were now out of stock, and would not be available for weeks to a month. I explained the process above and asked why it had taken this long to reconcile my order. He said I was welcome to order some of their other cigars while I waited for the first cigars I ordered to become available. I advised him to cancel my order and advise me who I needed to direct my complaint about their terrible customer service to. He was very pleasant and offered again to sell me other cigars but gave no information how to register my displeasure with them. I reinforced the cancellation of my order and that I would no longer use their services. I don’t know what happened at CI internally, but it has happened, it happened quickly, and they are no longer a reputable outlet for retail cigar purchases. I recommend you do some research and find a supplier that still knows what customer service means.