I had been using Cigarettes Express for a few years. They started in NY and then moved to Jemez Pueblo NM. Rarely had a problem with their shipments - just much higher shipping costs when they moved the operation west.
Then they moved to Irving NY and my first 2 orders took 12-13 days instead of 3. My third order placed 11/19 never shipped but showed packing in progress indefinitely. Customer service was hard to reach and one woman finally answered and said she was from a Call Center in Virginia taking calls from 5 companies - so believe that all these sites moved from New Mexico to New York and they are not equipped to handle the business.
They responded to most of my emails with boiler plate responses. They now tell you on the phone and via email responses that they require 7 to 14 business days to ship even though their web site when I placed my order says 5 business days for repeat customers. They used to ship in 1 day. When I complained about this misrepresentation, I got an email back saying they were sorry for the miscommunication but the website owner had not yet updated the website. I believe they are leaving it as 5 days on the website because who would order if they knew up front that it would take about a month. They had no problem changing the website from 1 to 3 and then 5 business days.
My last email to them yesterday (12/08) mentioned that if they could not ship this week, I wanted a full refund. Later in the day I did get through to customer service and was told my order was cancelled and a refund issued. They also sent out 2 emails to that effect so am hopeful that they will return the money.
I felt they took the easy way out by canceling me rather than looking into a realistic shipping date for my order but after reading these posts, am hopeful that they will actually return my money. In the meantime I had ordered from another company not in Irving but still don't have a ship date. Since it is my first order with them (Cigarettes America) they have to hold until payment is received. At least they answer the phone promptly when I call.
Does anyone have experience with Cigarettes America?