Cuban CigarsReviews of dutyfreecubancigars.com

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 Jason, Thank you for your detailed review documenting your complete experience - both the positive early orders and the frustrating third order situation. Your loyalty through two successful orders makes the third order's problems especially disappointing, and we sincerely apologize. We are the new owners of Duty Free Cigar Co. We recently acquired this business and were not operating in August 2019. The previous management was responsible for the supplier issues, partial shipment, and months of silence on your third order. Your experience shows the pattern that concerned us: ✅ First order - Positive, authentic products verified (sealed boxes, barcodes, passed smoke test!) ✅ Second order - Even better, delivered within 2 weeks ❌ Third order (Aug 2019) - Partial shipment, supplier issues, then radio silence for months You were a loyal customer who gave excellent reviews, and instead of rewarding that loyalty with even better service, the previous management abandoned your communication. That's unacceptable. Under new management, we've eliminated these issues: ✓ Reliable suppliers - no more "supplier issues" excuses ✓ Complete shipments - we don't send partial orders ✓ Proactive communication - updates without you asking ✓ No emails going to spam - monitored systems with 24-hour response guarantee ✓ Fast delivery - consistent 7-14 days to US with free shipping ✓ Same authenticity - sealed boxes, verified barcodes, passes the smoke test ✓ Refunds processed promptly - when requested, no months of waiting You were a great customer who deserved much better treatment. We cannot access the previous owner's records to complete your partial order or refund, 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 (representing what you never received) Full tracking from day one VIP customer status with permanent discount Direct priority customer service Contact us at: [email protected] You earned loyalty through two successful orders. We want to earn yours back. Best regards,