JR Cigars review: Cigars purchased from JR Cigars had quality seal broken and had been opened. Can't get anyone from JR to take ownership and resolve!

I received 2 boxes of Cigars from JR Cigars where the premium quality seals were broken and the box's opened. I tried working with JR Customer Service multiple times and no one would take responsibility for my issue/problem.

After getting no help from customer service, I sent the below letter to, who I was told by customer service was the CEO asking for help.

It's been over 30 days and JR has totally ignored me and my letter. No one has yet to contact me to take ownership of this problem. I'm very surprised and disappointed in JR Cigars lack of concern sending out opened boxes of cigars.

Please help me...

Steve Markwood

[protected]

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Letter sent to JR Cigars with pictures

August 17, 2023

Jr Cigars – Corporate Headquarters

5900 N. Andrews Ave.

Suite 1100

Ft Lauderdale, Fl. 33309

Attn: Kimberly Warrick – CEO JR Cigars

I wish to register a complaint about my recent experience with Jr Cigars where the premium quality seals were broken on both boxes, and they were both opened. And... to ask for your help with resolving this issue.

Background:

On July 21,2023 I received a box of La Gloria Cubana Serie R pyramid cigars that I ordered from JR Cigars. When opening them I noticed the box had its quality seal broken and had been opened. I immediately called customer service, concerned about it, and spoke with Tiffany. She told me the broken seal could not have been done by JR Cigars. She told me she would investigate, and I would hear back shortly with an explanation.

I never received any feedback.

I called again on July 24th to find out what was going on. On my first attempt my call was hung up after I pushed option one. The second attempt made it through, and I spoke with Katrina (another customer service agent). Again, was told it could not be done by JR Cigars, that this had never happened before.

So, I ordered another box of the same cigars assuming the first problem was an anomaly. It arrived and again the quality seal was broken and had been opened! Now I am genuinely concerned…

I called a third time on August 1st and spoke with Leland (another customer service agent). I also sent him a message with pictures so he could see what I was talking about. (SEE enclosed email and pictures). I told him someone from your organization is breaking the quality seals and opening the boxes before they are sent out to customers.

He told me this has never happened before and to send the box back for a refund, and… I would hear feedback from JR Cigars with an explanation why this happening to me “twice”.

I have never received any feedback from JR Cigars as to how this happened and why.

I am asking for your help to find out who is breaking the seals and opening the boxes sent to customers, and why.

I must believe that this is not up to the standards of product and service JR Cigars advertise to the public.

I hope you will take this complaint in the helpful spirit in which it is meant. I know once these issues get resolved, you will want to see that no such incidents occur again to others.

I took the time to write this letter, I hope someone from JR Cigars will take the time to respond.

Thank you in advance for your Help and Support.!

Regards,

Steve Markwood

10013 Park Woods Lane

Burke, VA 22015

703.764.9325 (home)

703.789.3637(cell)

P.S. – Perhaps, as a sign of “customer good will,” a complimentary box of La Gloria Cubana Serie R pyramid cigars is in order. Just a thought….