🔄 UNDER NEW OWNERSHIP - 2025Duty Free Cigar Co. is under new management as of 2025. We recently acquired this domain and business and are committed to completely transforming the customer experience.WHO WE ARE NOW:We are a team of passionate cigar enthusiasts dedicated to providing authentic Cuban cigars with exceptional service, fast shipping, and transparent communication to customers across the United States.WHAT WE OFFER:✓ 100% Authentic Cuban Cigars - Genuine products with verifiable seals✓ Fast, Free Shipping to USA - Reliable delivery with real tracking✓ Responsive Customer Service - 24-hour response guarantee✓ Quality Guarantee - Premium cigars in perfect condition✓ Secure Payment Options - Protected transactions with buyer protectionOUR COMMITMENT:We acknowledge that previous management had significant operational and customer service issues documented in reviews from 2019-2024. We are NOT affiliated with that operation.Under new ownership, we guarantee:• Proactive communication at every step• Real tracking numbers on all shipments• Prompt responses to all inquiries• Honest refund processing when needed• No manipulation of reviews - all feedback welcomeREBUILDING TRUST:We're reaching out to past customers who had negative experiences with complimentary samples and compensation offers. Our goal is to prove through actions—not just words—that Duty Free Cigar Co. is now a trustworthy, professional operation.
Cuban Cigars (dutyfreecubancigars.com) has 77 customer reviews on Five Star Index, with an average rating of 3.0 out of 5.
Also known as
dutyfreecubancigars.com
Website
dutyfreecubancigars.com
Category
Tools & Equipment
Location
New York
Listed on Five Star Index
2026
About these reviews
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The company replied to 99% of reviews.
Latest
Most recent review: December 2025.
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Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
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No communication after 4 emails each week to verify if the site is even real. Same experience as many others you order, and then nothing. I work for a cc processor and I'm writing Visa and MasterCard to suspend the accounts from this scam website.
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,
CU
Curtis
Look at all the negative reviews. Damian Bancroft still hasn’t replied. Do not purchase from Duty free. Fraud alert.
Placed order on 9/27/19. I got lies up till 11/30/19. Damian Bancroft said they would be sent out that weekend. I have contacted at least weekly and have asked for a refund. Damian Bancroft still hasn’t replied. Still haven’t received my order. Do not trust the web site and reviews. Damian Bancroft will block every review that is negative. Now it is almost the end of February and no response or refund. Nothing from Damian Bancroft. Do not purchase the company is a rip off. I had to go to Trustpilot to remove the block.
Update 2/21/20. I have not heard a word about my order. I have contact many times and no response. I have asked for a refund and nothing. This place is a rip off. Do not purchase from DamianBancroft. If you file a review he will block it. But, send an email to Trustpilot and they will remove it. Look at all the negative reviews. Do not purchase from Duty Free Cuban Cigars. The only free is Damian getting free money from you.
Update 5 months and nothing No messages no refunds. Don’t order from Damian Bancroft. Duty Free is a rip off. He will whine and cry to trust pilot about negative reviews. lol at all the reviews in the last 6 months all negative. Look that are blocked so some reason or another. Write to Trustpilot and report him for reasons that don’t follow the guidelines. His delays are not a resin to block. Just look at the history. The history is all negative and all blocked.
3/4/20 still no response from Damian Bancroft the thief. Don’t get suckered by this fake company. Don’t trust this sight.the negative reviews are catching up. I have been in contact with All the companies listed on his web site.
3/5/20 Still no response and no cigars and no refund. This Duty Free Cuban Cigars is a scam.
Regards,
Damian Bancroft
3/7/20. Still no response. No cigars. No refund. Go else where to purchase. Fraudulent website.
Regards,
Damian Bancroft
Still not a reply and no cigars. Don’t buy from Duty Free Cuban Cigars. Damian is a thief. When he posts to block you complain to Trustpilot. Don’t get ripped off.
3/13/20 and still no response from Damian Bancroft. Don’t purchase from the thief and internet fraud. Go to real sites. Look at the negative reviews. The positive reviews is Damian.
3/18/20. Still not a word from Damian. The site is a scam. He is worthless. He needs dad review on all sites. Report him to Trustpilot so he can’t block his bad reviews he always has lies to block his negative reviews. The only positive reviews is his own made up buyers don’t get ripped of by m getting your money taken or him sending fake cigars. He is scum.
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,
EL
Eric L.
I wouldn’t buy from here!
I honestly think that this business has the potential to be great... but this guy running it, Damian, doesn’t know how to do what most call customer service. I ordered three boxes, was about $800-$850! I have received one and then months later another and asked for a refund on the last...
It took a while for him to respond at first, but he did, as many said, so I was ready for the wait because I wanted some Cubans. The Cohibas that I got were the best cigars I have had and I wish that I didn’t have to ask for a refund on the other two boxes but after over a month waiting and then asking him again what’s going on he waited a week to email me back. When he did he said it would just be another week... that week turned into a lot longer period of time. I have been super patient but I was sick of it so I asked for a refund. He said I would get my money back and it was not an issue, to my surprise he emailed me back the same day or the day after saying that it’s no problem, until it became a waiting game again. Messaged him again, he said his bank was having issues. Seemed interesting... but I went with it! It’s been a couple months now and I am out 25 cigars or $250. I have been sending him multiple emails throughout the week and not a peep from his end. Very disappointing because the cigars are good, the ones I got anyways. I have a feeling that this is going to turn into a fight to get my money back... because the guy won’t email me.... use caution and buy at your own risk! Now he won’t email me back at all!
- [ ]
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,
NE
Neil
Seems fraudulent refund me!
Ordered on 12/13, ORDER #18798! They wanted the name charge on my credit card send it to them the same day. I never heard anything since and it's been almost 3 months. SHIP IT OR REFUND ME!
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,
RI
Rich
Don't Buy seems fraudulent
I agree I have the same experience placed an order on 6/12/19 had a response straight away and a follow up on the 18th but have received no goods and total radio silence.
My order still says pending despite several attempts to contact Damian have had no response for weeks which is suspicious in my book.
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,
AD
Andrew D.
I agree with Tim
I agree with Tim. I ordered on Dec 18. Received an email right away for Damien. Followed instructions per the agreement for payment. Then radio silence. Website for my order continues to say pending. I have asked multiple times for an update and nothing. I could understand if there was a delay due to the holidays but when someone goes radio silent it indicates otherwise. Damien wasn’t radio silent when it came to getting paid first. Might as well wipe your butt with the money and flush it down the drain.
Update Feb 23. Still absolutely no answer from Damian or anyone else for that matter. I have asked for a timeline to get delivered or if that can’t be provided a refund. They do not respond. Save your money and go elsewhere.
Where is my money or my cigars??? (March 4th).
Response from Cuban CigarsOct 31, 2025
Dear valued customer,
We sincerely apologize for the terrible experience you had. Your description "might as well wipe your butt with the money and flush it down the drain" perfectly captures the frustration of paying immediately while Damian was responsive, only to face complete radio silence afterward.
We are the new owners of Duty Free Cigar Co. We recently acquired this business and were not operating in December 2019 through March 2020. Damian and the previous management who were quick to collect payment but then disappeared are completely gone.
The pattern you experienced is particularly infuriating:
✅ Immediate response when money was involved
❌ Complete silence after payment received
❌ "Pending" status for months
❌ Ignored requests for updates, timeline, or refund
❌ No answer through February 23rd or March 4th
You're right - if it was just holiday delays, there would have been communication. The radio silence revealed the truth about that operation.
Under new management: ✓ Consistent communication - before AND after payment ✓ Clear timelines provided - you'll know what to expect ✓ Real order processing - not permanent "pending" limbo ✓ Refunds honored when requested - not ignored ✓ Response to every inquiry - at every stage
We cannot access Damian's financial records to refund what he took, 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 - to show you we're responsive AFTER payment, not just before.
Contact us at: [email protected]
Your money deserved better than being flushed away. We're here to provide real value.
Best regards,
TB
Tim B.
Avoid DutyFreeCigars.com
I ordered my cigars well over a month ago as a Christmas gift. They took my money and I heard absolutely nothing as to when I might receive my cigars. So I sent several emails and finally got a response saying that I would have them before Christmas. Nope!! Never received a thing and no more contact from Damien or anyone else. This has been the worst online experience of my life!!
Response from Cuban CigarsOct 31, 2025
Dear Tim,
We are truly sorry that your Christmas gift turned into "the worst online experience of your life." Ordering well in advance for the holidays, being promised delivery before Christmas by Damien, and then receiving nothing - not even communication - is heartbreaking and completely 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. Damien and the previous management who broke their Christmas promise to you are completely gone.
Your situation is particularly disappointing because:
You planned ahead (ordered well over a month early)
You had to chase them with several emails just to get a response
They promised "before Christmas" - a specific, important deadline
They failed to deliver and then disappeared again
Your Christmas gift never arrived
This wasn't just a delayed order - it ruined your holiday plans and broke a promise tied to a special occasion.
Under new management: ✓ Reliable holiday delivery - we understand special occasions matter ✓ Proactive communication - you won't need to send several emails ✓ Honest timelines - if we promise before Christmas, we deliver ✓ No disappearing after promises - we follow through ✓ Your best online experience - not your worst
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 what a positive online cigar buying experience should look like.
Contact us at: [email protected]
You deserved a wonderful Christmas gift experience. We're committed to providing that level of service.
Best regards,
AD
Adl
I placed an order Your Order #18831
I still waiting for my shipment or for an email from you to justify why you took my money without shipping the merchandise!
How you do business using Fake Phone Number ???
No one of this number is in service 1-855-2893889 and (345) 322-0208
I placed an order Your Order #18831
Order Date: 12/19/2019 21:58:48 EST
I paid to DAMIAN C BANCROFT through Chase QuickPay® with Zelle®.Amount: $295.80 (USD)
I wrote several emails asking for my shipment but no answer.
I tried to contact by phone but all the Phone number 1-855-2893889 and (345) 322-0208 are not working number.
I hope he will answer me, before I go forward with the next step directly to the Customs ,Law, the Governor of Cayman Island.
Response from Cuban CigarsOct 31, 2025
Dear Adl,
We sincerely apologize for what happened with order #18831. Losing $295.80 through Zelle (with no buyer protection), discovering the phone numbers were fake or disconnected, and being completely ignored is inexcusable and clearly fraudulent.
We are the new owners of Duty Free Cigar Co. We recently acquired this business and were not operating in December 2019. Damian C. Bancroft and his entire fraudulent operation are completely gone - he has zero involvement in our business.
Your situation shows multiple deliberate fraud tactics by the previous owner:
❌ Fake phone numbers: 1-855-2893889 and (345) 322-0208 not in service
❌ Zelle payment: No buyer protection or recourse for refunds
❌ Complete silence: Ignored all your emails
❌ No shipment: Took $295.80 and delivered nothing
You were absolutely right to threaten reporting to Customs, Law enforcement, and the Governor of Cayman Islands. That was justified action against fraud.
Under new management: ✓ Real, working contact information - [email protected] (we respond) ✓ Working phone support - no fake numbers ✓ Secure payment methods with buyer protection - no Zelle-only schemes ✓ Responsive to all emails - within 24 hours ✓ Real shipments with tracking - proof of delivery
We cannot access Damian Bancroft's Zelle transactions to refund what he stole, but we want to make a meaningful gesture. If you're willing to see we're completely different, we'll send you complimentary premium cigars with full tracking - no payment required, no Zelle, real contact information - just proof we're legitimate.
Contact us at: [email protected] - this email works, and we respond.
Damian C. Bancroft was a fraud. That operation is over.
Best regards,
