Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/11/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,Regarding order # ******** All merchandise was returned to the business a week ago. However I have not received my refund, despite having contacted the business and requesting my refund multiple times. Please kindly process the credit to the original payment immediately and provide refund receipt. Thank you

  Business Response

  Date: 08/15/2024

  After researching, the credit for the remainder of the order did not process properly in our system. This issue was resolved on 8/12/24 and the full refund has been issued.  ******** was contacted letting him know and messages were left inviting the customer to call us to discuss further if needed. 

  Customer Answer

  Date: 08/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:06/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5/2/24, bought 3, 5 packs of cigars. 2 of the packs were not the cigar I ordered. I called and was told I would be receiving the correct cigars with a shipping label to return the wrong ones. After I went online and filled out the return info, which was difficult and included pictures and everything. Nothing happened, so I called again and was told I would not be getting the correct cigars but I had to go online and fill out the return info again, and after they received the cigars, they would mail the correct ones. Nothing happened. I called again and was told I would not be getting the cigars I ordered but would be refunded if I went online and did the return order yet again. At this point I refused and it was agreed they would just send me the shipping label to return the cigars. Nothing happened.My order number was ********. The cigars were ***** a pack.

  Business Response

  Date: 06/20/2024

  We reached out and spoke to the customer on 6/19/24 and have addressed the issue. The customer informed us that he was satisfied with the result. We feel that this complaint has been addressed.

• Initial Complaint

  Date:05/28/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered on April 1st I placed an order for an in stock item and 5 packs of ******* cigars on back order. I received the in stock item but waited until the site showed the Mayorgas in stock to reach out and check the status. I was told that they were delivered on April 6th with the in stock item and that theres nothing they can do. I asked them to check and see that the item was on back order then and they said they couldnt check.

  Customer Answer

  Date: 05/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

  Good afternoon,

   

  Thank you guys so much for taking the time with this. I was able to connect with another super helpful rep at JR Cigars who resolved my issue! No further action is required!

   

  Thanks so much,

   

  ****

• Initial Complaint

  Date:04/25/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for three-day shipping. I received my package on 4/22/24 in horrible condition. My items had obviously been re-boxed. Boxes were open, crushed and cigars missing from some of the boxes. There were loose cigars and many tips were damaged. These were to be displayed at a client tournament for my law firm. I called and requested that an entirely new order be overnighted as I needed them for the golf tournament on 4/26/24. They said they could send a new set, but I would have to pay for a new order and then when they received the old order back I would be credited. I did not want to spend another $883 or more since my original order contained sale items and then hope I get a full refund. Other reviews led me to believe that this company would not credit my entire order. I asked that they ship out a new order and I would return the old order. If I didn't return the old order they could charge my card. I then asked for a discount or gift card instead. I was told no. At the VERY least, I should be credited for my shipping. Since my tournament is tomorrow, I will use what I can, but I would like a discount returned to my card since there were cigars missing and damaged.

  Business Response

  Date: 05/01/2024

  Our customer service team previously spoke to the customer and provided a 20% refund on the order because we were not able to meet the timeframe of their event and also refunded the shipping charges. The refund was issued back to the customer's credit card. Our customer service rep spoke to the customer again today (5/1/24) and the customer informed our rep that she was happy with the resolution provided to her.

  Customer Answer

  Date: 05/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:09/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with JR Cigar on 09/23/2023, Order #: ********. I received an email to verify my age as an item in the order is a tobacco product. I made numerous attempts to upload an image of my identification using their upload process and continuously received an upload error. I reached out to customer support via email on 09/23/2023, they responded on 09/25/2023, however offered no solution. I called and spoke to a representative and he was not able to solve the issue as well. I told him to cancel my order on the same call, to which he said he would. I waited several hours and didn't receive any confirmation that my order is canceled. I replied back to the same email thread and requested an order cancellation; they responded the next day asking me to call them to cancel. At this point, I've already given them notice to cancel Order #: ********, both verbal and written. JR Cigar acknowledges my wish to cancel the order by writing to call them and cancel the order. Please cancel the order and release $176.07 in funds.

  Business Response

  Date: 09/28/2023

  We confirmed that this order #******** was cancelled in our system on 9/25/23 due to the age verification and confirmed that the funds were voided on 9/26/23.  We have attempted to reach the customer by phone with this cancellation information on 9/27/23 and 9/28/23 and have left a voice-mail message. We have received no call back to date.

• Initial Complaint

  Date:09/15/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Their website advertises a coupon for 25% off of first purchase if you provide an email address and sign up for advertisements. The website says nothing about exclusions apply. I provided my email address and was provided a coupon code, again, it said nothing about exclusions apply. I went to make my first purchase and the coupon code was denied for use. Upon calling the company they say there is an exclusion list and the coupon cannot be used on most of the products they sell including the product I was looking to purchase. going back to their main website there is nothing on there about exclusions on coupons. The list is only available after an extensive search. I never would have provided my email address for marketing if I knew the coupon would not work on most of the products they sell. This practice is very deceptive and should be stopped. At the very lest they should have to have a disclaimer saying "Exclusions apply" ******* ******

  Business Response

  Date: 09/19/2023

  We contacted this customer to discuss this complaint in more detail. We are looking into the issue regarding the coupon he mentioned and making any exclusions more bold on the site. We have also offered the customer a discount on his next order.
  

  Customer Answer

  Date: 10/02/2023

   I am rejecting this response because:

  Hello,

   

  You have closed my complaint without allowing me to respond within the seven days. The said: “We contacted this customer to discuss this complaint in more detail. We are looking into the issue regarding the coupon he mentioned and making any exclusions more bold on the site. We have also offered the customer a discount on his next order.”

   

  I then received the following email from the company offering me a 25% discount on my next purchase. However when I went to make a purchase they said they would not honor the discount as stated in their email. Also, I have asked several times to be removed from their email list but still receive endless emails daily from them. As stated in my original complait, They got my email address and contact information under false pretenses with the offer of a discount that they will not honor. This case has not been resolved and I wish it to be reopened.

   

   

  ********* ******** **** ************ * ******************************** *

  Inbox

  

  Scott P		Fri, Sep 15, 12:50 PM

   

  Good afternoon. First I would like to thank you for taking my call today regarding your Better Business Bureau case. A notation has been placed on your profile that when we speak, the offer of 25% will be offered to you. This discount excludes if the item is on sale or at a reduced price. We are unable to "stack" discounts. My hours here are Monday through Friday 8AM - 4PM EST. Voicemail is always available, so please leave me a message if you do not speak with me. If I am calling you back, please be advised that a caller ID will show our standard 800-572-4427. I look forward to assisting you with your future order. Until I speak with you next, Scott P*******

   

  
  
  

  
  

  Business Response

  Date: 10/09/2023

  We contacted the customer and placed the order honoring the 25% he requested. We feel that this issue has been resolved.

• Initial Complaint

  Date:04/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with JR Cigars on April 2, 2023 and was told that they need both send and receiver id. I could not reach the receiver and then wanted to cancel. I called JR to cancel my order and was told that they would cancel. 2 days went by and still they did not cancel order or send me an email that they would send to me. today Brook who identified as brook said she canceled and a will supervisor call. I also was told it would take 3 - 5 business days. and it has already been 4 days from my first call. Now adding more days it will be almost 10 days they have held my money of 209.33

  Business Response

  Date: 04/07/2023

  As was mentioned to the customer, our customers must be over the age of 21 to order/receive our product. We require ID for both parties in order for the company to remain in Compliance with age verification laws.  The order was being shipped to a different name and address and since the customer could not provide us with identification for both the customer placing the order as well as where the order/shipment was being delivered to, the order could not be completed.  We have asked for an expedited credit. A customer service rep has reached out to the customer again today (via email since they did not leave a phone number) to discuss the credit in more detail.

• Initial Complaint

  Date:03/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 5, 2023 I won a free fall auction for cigars. My winning bid was for (2) 10 packs of Rocky Patel cigars for $35.50 per pack. I had to call to get them in my cart to complete purchase. I called 3 times. At 1:47 I spoke to a csr and was hung up on. I called at 2:31 and was hung up on again. I called at 2:35 and spoke to a csr and was told that I could only have 1 item because others bid on the same item and lost and they wanted to let those bidders who lost get the item at a lower cost. If I win the lottery do I have to share it with those who lost? There is no disclaimer on the bid site stating how many I can bid on. This sounds like bait and switch.

  Business Response

  Date: 03/15/2023

  We have been in contact with this customer regarding this complaint to discuss it in more detail. We have sent the missing item to the customer. We feel that the customer was pleased with the outcome and that we have resolved this issue.

  Customer Answer

  Date: 03/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:02/16/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for Cigars online on February 2nd and received delivery notification on February 6th. The package was not signed for, and if delivered as indicated, was apparently stolen. A dispute was opened with UPS on the 9th, at the instruction of JR Cigars, and was closed by UPS a day or two later stating "Package Search Complete (Package Found / Delivery Confirmed)" -- however, the package was not found. A driver did stop by the day after the failed delivery, while the dispute was still open, to ask if it had been found. I confirmed that it has NOT been found, but apparently the UPS investigation was closed with incorrect information which I cannot correct. I contacted JR Cigars directly after this to inform them that the package had not in fact been received and asked for a replacement or refund, and they simply told me that there was nothing they could do.

  Business Response

  Date: 02/22/2023

  We have been in contact with the customer the past few days regarding the issue with his order. He seemed pleased with the outcome and should be receiving his shipment soon. We also left direct contact information to one of our customer service reps should he need it. We feel this issue has been resolved.

  Customer Answer

  Date: 02/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.  A replacement was shipped to me at no cost, and I hope that in the future, UPS does a better job delivering or JR Cigars selects a new carrier.

• Initial Complaint

  Date:01/12/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a shipment of cigars which i did not receive. JR Cigars will not resend the order or allow for a credit for the order. They state that the USPS "believes" it was delivered.

  Business Response

  Date: 01/13/2023

  We have contacted and spoken to the customer regarding this issue. A refund has been issued and a new order has been placed using a different shipment method. We feel that this complaint has been addressed.