“Absolutely no one will answer the phone. I tried sales and customer service. I wanted to be a new customer but they apparently don’t need or want any new business.
Their shipping rates are astronomical. Hours after leaving their site they sent me an email promising free shipping if I ordered today. And as you’d guess, they are NOT honoring it. I can’t get anyone on the phone or the chat line to help.
I guess it’s better that they screw you over before you are a customer and lose money with them.”
“Always order from them. Placed an order and went to place another order the next day and there was a glitch with their site and wasn’t able to order so I emailed them stating i wanted to order two more bundles of Cigars. Did not get a call back. I called them and told them what I was trying to do and they told me they couldn’t honor the same price. I am no longer ordering from them. Terrible customer service.”
“So tired of getting email saving coupons that are shown in the cart costs breakdown but disappear when payment completion is required. Be careful to review orders before finalizing payment.”
“Let me preface by saying I have always received my orders in a timely fashion from them and I have been a customer for over two years now. That said, every time I order I get a flood of marketing emails in my inbox from different companies. Most recently I ended up with a subscription to Equire in my physical mail box. I’m done with them. You would think for a premium price they wouldn’t be selling your info”
“Every time I try to order off the catalogue I get never fails they don’t have what I want and try to sell me something I’m not interested if I love maduro or dark blends the last 3 or 4 times the sampler’s or the bundles or the 2 3 or4 bundles the one’s I want are never available and they try to push me to something I don’t want”
“since being bought by Scandinavian, either the warehouse is too small or the purchasing agent/warehouse manager aren't qualified. Twice my order wasn't back ordered but out of stock. With only 7% rating, its plain to see customer service is not their credo.”
“Cigars too tightly rolled can't draw,spoke to customer service.got a emal backtelling me to print a return label after I told them I have no printer, they answer. Back telling me to just print a return label for credit over 6 weeks no help. They can kiss my biz goodbye forever. Lousy. Dmv. Type service.”
“ABSOLUTE GARBAGE OF A COMPANY. 24 DAYS LATER AND STILL HAVENT EVEN SHIPPED MY ORDER. ALL THE GREAT REVIEWS ON THEIR SITE ARE FAKE. AND CANT LEAVE YOUR OWN. THE TRACKING SITE IT GIVES A LINK TO DOESNT EXIST. 20 MINUTE ON HOLD TIMES. RANDOMLY HANG UP ON YOU WHEN THEY DO ANSWER. GO EAT A LEATHER BOOT INSTEAD. YOULL BE MORE PLEASED.”
“Worst customer service I have ever dealt with. They put tons of pendings on my card and then told me there was a billing error (nothing has shipped) they actually hung up randomly and when I called right back the phones were off. Called back another day and got nowhere again..:whoever they have answering phones (same girl everytime) is terrible at her job.”
“Simply worst customer service I've ever witnessed. 12 days average for a response, and almost 2 months for the initial response. Billing mistake, welcome to a year long Rollercoaster ride with that spectacular customer service group! Order canceled due to their mistake, here's a promo for 30% of the savings the one we canceled on you was worth. STAY AWAY!!! FAR AWAY FROM THESE GUYS!”
“My order came very late and the carton was empty. I never ordered from here again and refuse to. I was reimbursed after a short investigation with UPS.”
“First, DO NOT read the reviews on Thompson Cigar website. As a customer, the website provides a link to write a review but it doesn't work. My main problem is that when you submit and pay for an order it takes at least 2 weeks until you receive your product. Case in point: I ordered 20 cigars on 5/20/23 and every time I go to the website it says "Awaiting Carrier Pickup." I just looked again on 6/1/23 and saw same message. If you want to order and don't care if you get your cigars 2 weeks later then they are fine. I end up having to purchase cigars elsewhere while I wait for my paid order. 2 week plus wait time is too long.”
“Terrible customer service. First time I ordered from them and definitely my last. They do not read the emails correctly They do not answer their phone. Sent wrong items and all their email says is your order was received on may 6th”
“Beware of this company. They are sub standard to say the least. ANY of their competitors will be a better solution. They started charging my card $14.95 a month out of the blue for some sort of club membership. One with no benefits, I might add.”
“Ordered a Sampler bundle 4 days ago and just now (4/21/23) got this response from Thompson Cigar.
Date: 4/18/2023
Order#: 1028
Confirmation #: TC00524
Dear John,
We have some important information about your recent order.
ITEM DESCRIPTION PRICE QTY TOTAL
Thompson Special Premium Powerhouse Combo Toro/Accessories
Backordered
TCASST51-SP-1000 $29.99 1 $29.99
SUB-TOTAL NOT CHARGED $29.99
The item(s) listed above is currently out of stock. We are working closely with our suppliers and will keep you informed on our progress.
Cigar production is a dish best served with patience. The techniques that are passed down from generation to generation are run by strict, sometimes lengthy processes that cannot be rushed. Delays in production can come from a variety of factors and affect both affordable and lavish cigars equally. Our Purchasing Team is in close communication with our supplier, working on expected arrival dates so we can replenish our stock.
Heres what you can expect:
From the original order date, we will update you on the status of your backordered item at approximately 30, 60, 90 and 120 days.
If our supplier is unable to overcome the unforeseen delay after 120 days, well remove the item(s) from your order
For more information on out-of-stock items, please see our Help page.
Thompson Cigar Company Obviously Sucks Per their Rating... I agree.”
“I ordered almost $300 in cigars to gift. The wrong apartment number was put on the UPS label by Karen in the shipping department who verified my address. I called immediately, went back and forth for two weeks. Lorenzo blames Karen and Karen referred me to customer service. All the back and forth and this was never fixed. They were supposed to file a claim with UPS and I haven’t heard from anyone since December.”
“I RECEIVED AN ORDER I DID NOT MAKE. #TC005146442 DIANNE SENT A RETURN LABEL I ASKED IF I WAS GETTING STUCK WITH THE SHIPPING COST. DIANNE TOLD ME SHE WOULD TAKE CARE OF IT. IF I HAD KNOWN I WAS SSTUCK WITH OVER $30 SHIPPING I WOULD HAVE KET THE CIGARS AND CANCELLED THE SUBSCRIPTION THAT IF I SIGNED UP FOR WAS AN ACCIDENT”
“This company claims they were not "able to capture payment" from PayPal for an order placed and they shipped in September 2021. My PayPal account was charged and I subsequently paid for this transaction. Customer service was unwilling to review and consider supporting documents I sent them as I maintain their issue is with PayPal, not me, but they tried to bully me into paying this a second time. Needless to say, buyer beware. I will no longer be doing business with them. I also found out their "customer service" is also customer service for Cigars International and may be the same company or have the same owner. As of 3/28/2023 they have turned their claim over to a collection agency.”
