“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.”
“I tried their cigars once because my roommate received a catalog in the mail & wanted to order some. You get what you pay for. They have no flavor and produce no smoke. They supposedly have different types of cigars, but they are all the same. No taste and no smoke. Don't waste your money.”
“I ordered 2 boxes of Baccarat cigars through Thompson cigar in November of 2022. I have smoked these cigars now for 2-3 years and since I had other baccarat cigars in my govee humidor which I have used for the last 3 years did not start smoking the new ones till January. These Baccarat cigars smoked nothing near what I have become accustomed to with Baccarat. Since I was past their 30 day period they would not refund or replace my cigars. I will not order from Thompson cigar ever again.”
“This joint and their total values plus bs should be put out of business. I let everyone of my friends on Facebook know about your scam and ask them to share with their friends. I'm guessing by now that thousands of people know about your crooked business practices. My job is done here, heart warming.”
“Back in December I ordered cigars. I wrote a check for the amount I calculated, and waited for my order. I have been a customer for over 10 years. It's the middle of January, and was yet to receive my order. I contacted customer service to find out what happened. two days later, I receive an email, saying I was a $1.83 short (state taxes). My credit card is on file, and they just held my order and money, TILL I CONTACTED THEM!! I will not be doing business again with Thompson Cigars. Horrible customer service!!”
“Thompsons sells your personal information. I have been buying from them for years and recently got an email from a magazine subscription company stating I had subscribed to one of their magazines and I would start receiving it soon. Searching online for a reason pointed to Thomspons (others had the same thing happen). I emailed Thompsons and they said it was a gift from one of their third party companies. I never authorized or agreed to Thompsons selling my information. I won't buy from them anymore.”
“Good luck ever reaching anyone there!! It's impossible to check an order (online doesn't help). They never answer their phones. I hano idea how they stay in business.”
“Good luch trying to contact anyone in customer service. They leave you on hold forever playing horrible music. I don't care how long you wait, they never answer.”
