“I have been a customer since the 80s and have noticed a decline in the company over the past year. Three out of four straight orders I placed were wrong when I received them, they have changed their return policy. The only way you can return items now is to get approval via email, which take three or four days for them to approve. Once approval was given, they wanted to charge me a 50 percent restocking fee. I told them that since the error was made by them that I would not pay this fee. After never responding to this email, I called them and kept getting the same answer and every time I would ask to speak to their boss and finally got to someone that agreed with me and did away with this bogus charge. The final straw for me was them doing away with their JR plus membership. I will no longer purchase anything from them.”
“Notice in the pictured cart the pricing for a 24 count Rocky Patel Toro is $151.98 + Tax, when checking out the discount magically disappears very sneakily after you put in your cc for payment....”
“Hello,
I am not JR's best customer but I do frequent JR. It is my number one choice before I look elsewhere.But not any longer.... I am so disappointed that JR advertises and sends promotional text that says 40% off "SITEWIDE" but yet has exclusions.
I've been in and out of retail for 30 years and if you are "sitewide" there should be no exclusions. If you have exclusions I certainlyunderstand that, but then you are NOT sidewide. You are basically lying to your customers/me.
Your promotional message is very deceiving and I am very disappointed in JR Cigar. JR should be embarrassed.--
Dan”
“As a multi year purchaser of products from JR I have decided to try an alternative provider. The last three purchases have been substandard product. Most were dry and cracked leaves which resulted in an un smokable stick. Very disappointed as it seems the overall quality has declined as the prices continue to rise. Mark”
“as others have said, prices skyrocketed, coupons cant be used and the loyalty program 'jr plus' was discontinued. stay away from them, something big has changed over the last several months. shop around, there are many other cigar sites that are competitive now that J R has concentrated on the money grab.”
“Not happy. You are promoting 40% off of MSRP, but the price you have posted on site is the same price it as been for the past several months for a box of 25. Then I receive a a loyalty 30% discount off today, but it can’t be used. 40% off of MSRP is no deal. I had planned to order two boxes of baccarats, but for get it.”
“They sent me an email for 30% off sitewide which I've used before many times with no issue. Today, they said it can't be used for the type of cigar I'm ordering because it's already on sale which it really wasn't much of a discount and I always buy the same cigar. They have lost me as a customer and many of my friends. Time to find another place to buy my cigars. Poor service, false advertising.”
“i ordered 2 boxes of punch and macanudo cigars. i only ordered them bc they sent me a email saying there was a free ashtray lighter and 5 pack with each box purchase. i spent 275 bucks on them and they didnt send any of the free stuff. i called and they told me to bad. but they still had the promo going and i could try again!! Ill never be ordering from them again.”
“They must've gotten new management in the summer of 2023. They never have any good deals or offers anymore.
When you price check their products with their competitors, they are always more expensive.
I was a loyal customer for years and will no longer buy from JR cigars they change their loyalty program and took away over 6000 loyalty points that I had accumulated over the last year or so.”
“send you a bunch of emails about deals and when you click on it and order it for some reason you do not receive the bonus when order arrives that they promised you then they tell you it is as supplies last I've ordered it the minute I got the email why put it up there if it is out of stock very poor customer service”
“My first and only order from JR Cigars was disappointing. The cigars were dry. The first smoke was with a friend, so 2 were taken from the first bundle. I smoked one from each bundle to see if it was just the one bundle, but found they were all dry. So, I looked up the return procedure and shipped them back. After checking my credit card account, I saw that the return was completed, but it was $41 short. JR Cigars took out money because the packages/bundles were opened. I don't know how they think I would come up with the idea the cigars were dry without opening bundles and smoking one is a mystery to me.
I cancelled the membership and told them to be happy with the $41, I will not buy from them again.
order# 13509634, 9/19/23”
“Been a customer for 30+ years. Customer service was great until about a year ago. Now it's among the worst of any company. Prices have gone up tremendously. Other companies, that could never compete before, offer much better deals.”
“I order two boxes of Oliva Melanio V cigars on 09/06/23. They were having a good sale (30% off) on this brand of cigars. I had to call the order in because I could not log into my JR Plus account. I ordered the cigars and the customer service representative confirmed the order and I was emailed the order number. I was out of town that weekend and upon return, I had not received the cigars. I checked all my JR messages on my email and phone (I get 3-4 emails and 1-2 text messages from them daily) and no email stating that my order has shipped. I checked my credit card account that I use and it did not show any transaction.
I called a JR Cigar service rep and she looked into it using my order number that I received upon purchasing. She said that it did not ship because the transaction failed. I asked why wasn't I notified so that we could get this resolved. She was unable to answer. She put me on hold and then return within a few minutes and said that it needed a manager approval and there was no manager on duty during that day (Saturday, 9/16/23) and told me to call back on Monday.
On Monday, 9/28/23, I called again and was put on hold for several minutes. The service rep informed me that they were not going to honor the 30% discount on the two boxes of cigars because the sale ended. I did not take my anger out on the customer representative but I did plead my case on this injustice. If JR Cigars can send me 3-4 emails and 1-2 text messages daily, then why couldn't someone message me to let me know that the transaction did not go through? Also, how did I get an email stating that the transaction was approved and a customer order number was assigned to my purchase? I, kindly, asked the customer service rep to cancel my JR Cigars Plus membership and I requested a pro-rated refund since I joined in May 2023. She informed me that she put the request through but could not tell me if I would get any refund for cancelling my Plus membership.
FYI: 2.23/5 rating on BBB”
“Save yourself a big headache don't do business with them. Better business bureau gave JR cigars a letter grade of f.
Trust pilot also have some pretty extremely negative reviews for the company.
Id suggest you went to both the to read more reviews before doing business with JR cigars”
“Worst service in the world. DO not purchase anything from this company! They take your order and say they ship next day, never ships and they never call or email you. When you call about the shipment status they say some issue with the address approval, we have purchased from this company in the past, when you ask what the issue is they can't tell you and they will call you back in 24-48 hours, are kidding if I could wait I would not had paid for next day delivery.
Again, this company is a big JOKE, don't do business with this company!!!”
“My experience has been horrendous. I ordered some cigars for my boyfriend's birthday, and they were never even shipped, was never even contacted. I cancelled the order and wanted a full refund of $148. I received $91.58, and I didn't receive ANYTHING from them. It has been over 2 weeks since I cancelled and I just now got refunded, and it wasn't even the full amount.
I will NEVER EVER order from this company again.”
“Pure garbage website. Tried to auto order Cheyenne menthol cigars on a monthly basis. I think their staff has been struck by the zombie apocalypse. If you go there, you will only be frustrated”
