Cuban CigarsReviews of dutyfreecubancigars.com

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,

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,

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,

Response from Cuban CigarsOct 31, 2025

Dear Peter, We sincerely apologize for the terrible experience you had with your December 2, 2019 order. The fact that you successfully ordered and received cigars from another seller during the same time period makes Damian's failure even more inexcusable - it proves the delays weren't industry-wide, they were specific to his poor operation. We are the new owners of Duty Free Cigar Co. We recently acquired this business and were not operating in December 2019 or January 2020. Damian and the previous management who ignored your 3+ emails are completely gone. Your timeline shows the complete breakdown: December 2: Order placed December 23: 3 emails sent, zero responses, still "pending" Same period: Successfully received cigars from another seller January 13: Still no answer, no cigars, no refund The contrast with your other successful purchase proves this wasn't about shipping challenges - it was about Damian's complete lack of professionalism and communication. Under new management: ✓ Proactive communication - you won't need to send 3 emails for status ✓ Competitive delivery times - like other reputable sellers ✓ Real order processing - not permanent "pending" status ✓ Response to every email - within 24 hours ✓ Refunds honored when requested - not ignored Your recommendation to avoid that seller was absolutely correct. If you're willing to see we're completely different, we'll send you complimentary premium cigars with full tracking - no payment required - to prove the NEW Duty Free Cigar Co. operates like the professional seller who delivered to you successfully. Contact us at: [email protected] You deserved the same service you got elsewhere. We're committed to providing it. Best regards,

Response from Cuban CigarsOct 31, 2025

Dear Michael, We sincerely apologize for your frustrating experience. Receiving SOME of your order after a very long wait, only to be left waiting for the final box with broken promises and no tracking, is completely unacceptable - especially after they shut down their Facebook and went silent. 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 management who partially fulfilled your order, promised the final box in "3 days" on December 4th, and then disappeared are completely gone. Your situation is particularly frustrating because: ✅ You received partial shipment (proved they COULD deliver) ❌ No tracking numbers provided (blamed "distributor") ❌ Promise of final box in 3 days - never came ❌ Shut down Facebook - eliminating contact channels ❌ Complete silence after December 4th ❌ Ignored refund requests for the missing box You were right to report to your credit card company - that was the appropriate action when they refused to complete your order or refund the missing box. Under new management: ✓ Complete order fulfillment - all boxes delivered, not partial ✓ Real tracking numbers - no "distributor didn't send it" excuses ✓ Honest timelines - if we say 3 days, we mean it ✓ Active communication channels - we don't shut down and hide ✓ Refunds honored - when we can't deliver, we refund promptly We cannot access the previous owner's records to refund the missing box 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 a complimentary box of premium cigars with full tracking - no payment required - to replace what you never received. Contact us at: [email protected] You paid for a complete order. We're committed to delivering complete service. Best regards,

Response from Cuban CigarsOct 31, 2025

Dear Hitomi, We sincerely apologize for what happened with your September 2019 order. Losing money for 2 boxes of cigars, discovering the phone was disconnected, and finding no active email address shows clear fraud - they took your money and disappeared. We are the new owners of Duty Free Cigar Co. We recently acquired this business and were not operating in September 2019. Damian and the previous operation that took your money and then disconnected all contact methods are completely gone. The pattern you experienced is textbook fraud: ✅ Took your money "right away" ❌ No cigars delivered after 2+ months ❌ Phone disconnected when you tried to follow up ❌ No active email address to contact ❌ Complete disappearance with your money Under new management: ✓ Working contact channels - [email protected] is active and monitored ✓ Real phone support - no disconnected numbers ✓ Fast delivery - not 2+ months of waiting ✓ Responsive communication - we don't disappear after payment ✓ Legitimate operation - real cigars, real tracking, real accountability If you're willing to see we're completely different, we'll send you complimentary cigars (representing what you never received) with full tracking - no payment required - to prove the NEW Duty Free Cigar Co. is legitimate with working contact information. Contact us at: [email protected] - this email works, and we respond. Damian's fraud operation is over. We're here with real accountability. Best regards,

Response from Cuban CigarsOct 31, 2025

Dear Mike, Thank you so much for your positive feedback and patience during your order! We're thrilled to hear you received authentic Cuban products and had a good experience. We are the new owners of Duty Free Cigar Co. We recently acquired this business and are committed to maintaining the quality you experienced while significantly improving our service standards. We're glad you appreciated: ✅ Authentic Cuban products - we continue sourcing only genuine, premium cigars ✅ Educational approach - we still help customers understand the process ✅ Order updates - now with even faster communication and tracking Under new management, we've enhanced the experience: Faster processing and shipping - especially to the US (free shipping available) Proactive communication - real-time tracking on every order Streamlined ordering - simplified process, same authentic quality Responsive customer service - quick answers to any questions As a valued returning customer, we'd love to send you complimentary premium cigar samples to showcase our new operation and thank you for your past business. You'll experience the same exceptional Cuban cigars you loved, with even better service and speed. Contact us at: [email protected] to claim your samples or place your next order with a special returning customer discount! Thank you for your business and kind words! Best regards,

Response from Cuban CigarsOct 31, 2025

Dear Darryl, Thank you for updating your review and sharing your positive outcome! We're glad your order arrived and that the situation was resolved. We are the new owners of Duty Free Cigar Co. We recently acquired this business and are committed to eliminating miscommunications and ensuring every customer has a smooth experience from start to finish. We appreciate customers like you who are understanding and patient when issues arise. Your willingness to update your feedback shows integrity, and we value that. Under new management, we've implemented improvements to prevent miscommunications: ✅ Automated order confirmations - instant confirmation when you place an order ✅ Proactive tracking updates - you'll know exactly where your shipment is ✅ Faster response times - customer service within 24 hours ✅ Streamlined processes - clearer communication at every step ✅ Free shipping to the US - faster delivery, better value As a loyal customer who gave us a second chance, we'd love to thank you personally. Contact us at [email protected] to receive complimentary premium cigar samples with your next order, plus a special returning customer discount. We're committed to earning your continued business with even better service than before. Thank you for your understanding and loyalty! Best regards,