Cuban CigarsReviews of dutyfreecubancigars.com

Response from Cuban CigarsOct 31, 2025

Dear Steve, We sincerely apologize for what happened with your $150. Calling the Cayman number, leaving messages, responding to their email requests, and still getting complete silence is absolutely unacceptable. We are the new owners of Duty Free Cigar Co. We recently acquired this business and were not operating at the time of your order. The previous owners who took your money and ghosted you - despite you doing everything they asked - are completely gone. You held up your end: you paid, you called, you left messages, you responded to their requests. They did nothing. That's theft, and your assessment of "Total scam" was accurate. Under new management: ✓ We answer calls and messages - no voicemail black hole ✓ Real communication - not silence after taking your money ✓ Working contact information - legitimate, responsive channels ✓ Accountable service - real people, real responses, real delivery We cannot access the previous owner's financial records, but we want to make this right somehow. If you're willing to give the NEW Duty Free Cigar Co. a chance, we'll send you complimentary premium cigars with full tracking - no payment required - to show you we're legitimate and responsive. Contact us at: [email protected] - and we WILL respond. Again, we're sorry you lost $150 to that scam operation. Best regards,

Response from Cuban CigarsOct 31, 2025

Dear Dan, We are deeply sorry for what happened with order #18685. Losing $428 through Zelle with no recourse for a refund makes this situation particularly devastating, and we understand your frustration completely. We are the new owners of Duty Free Cigar Co. We recently acquired this business and were not operating in November 2019 or March 2020. The previous owners who took your $428, sent one confirmation email, and then ignored your four follow-up emails are completely gone. The fact that they accepted Zelle payment - knowing you'd have no protection or recourse - and then ghosted you shows intentional predatory behavior. Your warning "Order at your own risk" was absolutely justified. Under new management: ✓ Secure payment methods with buyer protection ✓ Proactive communication - not just payment confirmation ✓ Response to every inquiry - your emails won't be ignored ✓ Orders fulfilled or promptly refunded - never left in limbo ✓ Transparent tracking - you'll always know your order status We cannot access the previous owner's Zelle transactions, but we want to offer something meaningful. If you're willing to give the NEW Duty Free Cigar Co. a chance, we'll send you complimentary premium cigars with full tracking - no payment required, and definitely not through Zelle - to show you we operate honestly. Contact us at: [email protected] $428 with no recourse is a significant loss. We're truly sorry that happened to you. Best regards,

Response from Cuban CigarsOct 31, 2025

Dear JJ, We sincerely apologize - we see this is your SECOND terrible experience with the previous ownership. Not only did you never receive your order #18901 from January 2020, but they also falsely claimed a refund was issued and then reported your legitimate review to try to silence you. That's dishonest and manipulative. We are the new owners of Duty Free Cigar Co. We recently acquired this business and were not operating in January 2020. The previous owners who lied about your refund and tried to suppress your honest feedback are completely gone. Claiming "a refund was issued" when it clearly wasn't - just to make your review look illegitimate - is deceptive and cowardly. You had every right to call them out publicly. Under new management, we guarantee: ✓ Honest refund processing - if we say it's refunded, it's DONE ✓ We never report legitimate reviews - all honest feedback is welcome ✓ No manipulation tactics - we don't lie to silence criticism ✓ Real accountability - we own our mistakes publicly ✓ Orders delivered or genuinely refunded - not fake promises You've been burned twice by this brand. We completely understand if you want nothing to do with it. But if you're willing to see we're fundamentally different, we'll send you complimentary premium cigars with full tracking - no payment, no false promises - just proof. Contact us at: [email protected] Your complaints were legitimate. Lying about refunds to silence you was wrong. Best regards,

Response from Cuban CigarsOct 31, 2025

Dear Scott, We sincerely apologize for the lack of communication you experienced. Sending 4 emails each week just to verify if the site was even real shows how desperate the situation was, and your decision to report the merchant accounts to Visa and MasterCard was completely justified. We are the new owners of Duty Free Cigar Co. We recently acquired this business and were not operating at the time of your order. The previous owners who ignored your multiple emails and operated what you correctly identified as a scam are completely gone. As someone working for a credit card processor, you understand merchant accountability better than most. The previous operation clearly violated every principle of legitimate e-commerce, and your action to protect other consumers by reporting them was the right thing to do. Under new management, we operate as a legitimate merchant: ✓ Responsive communication - emails answered within 24 hours, not ignored weekly ✓ Transparent operations - verifiably real business with real accountability ✓ Compliant payment processing - proper merchant standards upheld ✓ Real fulfillment - orders delivered with tracking, not "then nothing" ✓ Consumer protection respected - we honor chargeback rights Given your professional background, we understand you'll be especially scrutinizing. If you're willing to verify we're legitimate, we'll send you complimentary premium cigars with full tracking - no payment required - so you can see we operate properly. Contact us at: [email protected] Your actions protected other consumers. Thank you for that. Best regards,

Response from Cuban CigarsOct 31, 2025

Dear Curtis, We are deeply sorry for the months of frustration, lies, and manipulation you endured. Your detailed timeline from September 27, 2019 through March 18, 2020 - with multiple updates showing Damian Bancroft's pattern of blocking reviews, ignoring refund requests, and complete silence - is a damning record of fraudulent behavior. We are the new owners of Duty Free Cigar Co. We recently acquired this business in 2025. Damian Bancroft is completely gone - he has ZERO involvement in our operation. The scam operation he ran is over. You were absolutely right about everything: ✅ Damian blocked negative reviews repeatedly ✅ He manipulated Trustpilot to hide legitimate complaints ✅ The positive reviews were likely fake ✅ He was a thief running internet fraud ✅ Your warning to others was justified and accurate Thank you for persistently documenting this and contacting Trustpilot to remove his blocks. Your efforts protected other potential victims and created a public record of his fraud. Under new management - the Damian Bancroft era is OVER: ✓ We NEVER block negative reviews - all honest feedback stays public ✓ Real communication - not 6+ months of silence ✓ Honest refunds - not ignored requests ✓ Legitimate operation - real products, real tracking, real accountability ✓ No manipulation - we earn trust through actions, not by silencing critics Your fight to expose the truth was heroic. If you're willing to see that Damian Bancroft is truly gone and we're completely different, we'll send you complimentary premium cigars with full tracking - no payment required - as a small gesture of respect for your persistence. Contact us at: [email protected] Damian Bancroft was a thief and fraud. That era is over. We're rebuilding with integrity. Best regards,

Response from Cuban CigarsOct 31, 2025

Dear valued customer, Thank you for your detailed and honest review. Your situation is particularly frustrating because you actually received good quality cigars on two boxes (you even said the Cohibas were the best you've had), which gave you hope - but then Damian's terrible customer service and broken promises on the $250 refund destroyed that trust completely. We are the new owners of Duty Free Cigar Co. We recently acquired this business and were not operating at the time of your order. Damian and his operation are completely gone - he has no involvement whatsoever. What makes your case especially disappointing is that you were patient, understanding, and willing to work with the delays because you genuinely wanted the products. You even acknowledged the quality was excellent. But Damian squandered that goodwill with: Broken promises ("just another week" that never came) False excuses (bank having issues) Ghosting you after promising a refund Months of silence on $250 owed to you You gave him every chance, and he failed repeatedly. Under new management: ✓ Premium quality products - like the Cohibas you loved, consistently delivered ✓ Professional customer service - not disappearing acts ✓ Honest timelines - if we say a week, we mean it ✓ Prompt refunds when requested - no games, no excuses ✓ Responsive communication - not multiple ignored emails We cannot access Damian's financial records to refund the $250 he owes you, but we want to make this right. If you're willing to give the NEW Duty Free Cigar Co. a chance, we'll send you complimentary premium Cohibas (since you loved them) with full tracking - no payment required - to show you we can deliver the quality you experienced WITH the service you deserved. Contact us at: [email protected] You recognized the potential. We're here to fulfill it properly. Best regards,

Response from Cuban CigarsOct 31, 2025

Dear Neil, We sincerely apologize for what happened with order #18798. The fact that they requested your credit card name for verification, you provided it immediately, and then received complete silence for almost 3 months is absolutely unacceptable. We are the new owners of Duty Free Cigar Co. We recently acquired this business and were not operating in December 2019 or March 2020. The previous owners who requested your credit card information and then ghosted you are completely gone. Asking for additional verification (your name on the card) and then providing zero follow-up after you complied shows they had no intention of fulfilling orders - they were just collecting information and money. Under new management: ✓ Secure payment processing - no unnecessary information requests ✓ Immediate order confirmation with timeline expectations ✓ Proactive communication - you won't be left wondering ✓ Fast shipping or prompt refunds - never 3 months of silence ✓ Real tracking information - you'll always know your order status We cannot access the previous owner's financial records to process the refund they owed you, but we want to make this right. If you're willing to give the NEW Duty Free Cigar Co. a chance, we'll send you complimentary premium cigars with full tracking - no payment required, no information requests - just delivery. Contact us at: [email protected] Your frustration was completely justified. We're here to provide the service you deserved. Best regards,

Response from Cuban CigarsOct 31, 2025

Dear Rich, We sincerely apologize for your experience. Getting immediate responses on June 12th and 18th, 2019, only to then face complete radio silence for weeks while your order remained "pending" is suspicious - you're absolutely right to question it. We are the new owners of Duty Free Cigar Co. We recently acquired this business and were not operating in June 2019. Damian and the previous management who responded initially and then disappeared are completely gone. The pattern you experienced - quick initial contact to secure the sale, then total silence - was a common tactic the previous operation used. Your assessment that it "seems fraudulent" was accurate. Under new management: ✓ Consistent communication - not just initial contact, then silence ✓ Real order processing - not permanently "pending" status ✓ Responsive throughout - we answer inquiries at every stage ✓ Transparent tracking - you'll know exactly where your order is ✓ Delivered products - not radio silence Your suspicion was completely justified based on that behavior pattern. If you're willing to see we're completely different, we'll send you complimentary premium cigars with full tracking - no payment required - to show you what consistent, honest service looks like. Contact us at: [email protected] Again, we apologize for Damian's deceptive tactics. Best regards,