Cuban CigarsReviews of dutyfreecubancigars.com

Response from Cuban CigarsOct 31, 2025

Dear Jim, Thank you for updating your review to reflect that you received your refund. We appreciate your honesty in documenting both the initial frustrating experience and the ultimate resolution. We are the new owners of Duty Free Cigar Co. We recently acquired this business and were not operating in June-September 2019. The previous management was responsible for the lack of communication and delays you experienced. We understand your frustration was completely valid: ❌ Zero communication despite 4 emails ❌ Order stuck "pending" for months ❌ Other sellers successfully delivered during the same period ✅ Refund eventually issued in September The fact that other sites fulfilled two orders while yours remained pending shows the problem was operational, not industry-wide - and that's unacceptable. Under new management, we've completely transformed our operations: ✓ Proactive communication - you won't need to send 4 emails ✓ 24-hour response time - every inquiry answered promptly ✓ Real order processing - no permanent "pending" status ✓ Fast delivery - competitive with other premium sellers ✓ Real-time tracking - transparency from order to delivery ✓ Prompt refunds if needed - processed quickly, not after months We'd love the opportunity to show you how different we are. If you're willing to give the NEW Duty Free Cigar Co. a chance, contact us at [email protected] for complimentary premium samples with full tracking - no payment required - so you can experience our transformed service firsthand. Thank you for your fair update and for giving credit where the refund was issued. Best regards,

Response from Cuban CigarsOct 31, 2025

Dear Scott, Thank you for your detailed and honest review documenting both experiences. We sincerely apologize that your second order turned into such a frustrating 5-month ordeal that completely contradicted your excellent first experience. We are the new owners of Duty Free Cigar Co. We recently acquired this business and were not operating during your orders. The previous management (Damian) was responsible for the pattern you experienced: quick responses initially, then excuses, then ignoring emails until reviews forced action. Your experience perfectly illustrates what was wrong with the previous operation: First Order - 5 Stars: ✅ 2 bottles of rum + 3-pack cigars ✅ Delivered in 14 days to your location ✅ Genuine Cuban products in great shape ✅ Everything as it should be Second Order - Disaster: ❌ Partial delivery (rum arrived, cigars didn't) ❌ 2 months before you had to start chasing ❌ 2+ more months of excuses and being ignored ❌ "Email/ignore/review" cycle - only responding when pressured ❌ 5 months total before refund finally processed You were a satisfied customer whose loyalty deserved BETTER service the second time, not worse. The fact that you had to post negative reviews just to get responses is manipulative and unprofessional. Under new management, we've eliminated these toxic patterns: ✓ Consistent service - every order treated with same care as your first ✓ No excuse cycles - honest communication, real solutions ✓ Proactive updates - you won't need to chase us ✓ We don't ignore emails - 24-hour response guarantee ✓ Reviews don't dictate service - you get great service regardless ✓ Complete shipments - no partial deliveries left hanging ✓ Fast refunds when needed - days, not 5 months ✓ Same quality products - genuine Cuban rum & cigars in great shape Your first order proved we CAN deliver excellent service. We want to earn back your trust and show you that level of service is now our STANDARD, not the exception. If you're willing to give the NEW Duty Free Cigar Co. a chance, contact us at [email protected] for: Complimentary premium cigar samples with full tracking Returning customer discount Priority customer service Proof that we operate like your first order, every time Thank you for eventually receiving your refund and for documenting both the good and bad honestly. Best regards, New Management Team