JR Cigars
reviews and complaints

worst cigar company ever. Ordered about $300 worth of cigars for my fathers 82 Birthday. They took my money then send an age verification email. No big deal, I fill out the form and send a copy of my DL. I receive 3 emails within 30 min telling me I need age verification. I call in and am told that its needed on my father whom i am sending the cigars to. I told the woman that he is on file as a customer for over 20 years with them. I give her all of his info. She puts me on hold for about 10 min and comes back and tells me that I need to make a new account and put Douglas instead of Doug because that is how it reads on my DL. Same address, same age (57) and then tells me that I need to put my fathers address (another state) and my name on the shipping as well as billing. What kind of stupidity is this that the manager will not approve Doug instead of Douglas? They last not only my business but that of a 20 plus year customer.

JRCIGARS.COM conducts auctions for cigars. I have purchased items from them often. They often will auction 20 items. This gives the person that is placing a bid an opportunity to win. Recently I won 4 auctions for cigars. After payment, I received the email confirmation and an order number. After a few days, I hadn't received shipping information. I called them and was told that it was scheduled to ship out the next day. I waited two days and again i hadn't receive shipping information. I called them and this time I was told that the item was OUT OF STOCK and there was nothing that they could do! Remember I won 4 of the twenty items that we being auctioned. How could it be out of stock? I asked to talk to a supervisor. I was told that they are on the phone but would call me back. I never received a call. I called again and got the same results. AGAIN, HOW IS AN ITEM OUT OF STOCK WHEN THEY AUCTIONED TWENTY AND I WON 4? Apparently business is good for them because they don't care about customer satisfaction!

I have to agree with the other reviewers that JRCigars may be a scam. If anyone from customer service is reading this, my order number was Order ***. I order 20 Cigars but have not received my original order for over two weeks. I received a promotion box of 10 cigars but not the original order. I called and emailed customer service multiple times only to be told that the cigars were in backorder without being given an indication of when I could expect order even though I told them I was flexible on whatever they had in stock. Credit card has been fully charged. I have not heard from anyone from JRCigars with an update. Something is definitely wrong here and my hope is that someone will read this and give me a call based on my order number above. I will update this review accordingly. Otherwise, if I don't update this review, please consider these guys complete frauds for having stolen my money without delivering any merchandise. As a final resort I will contact my credit card company to complain about a fraudulent charge.

As a the last couple of people have stated, i ordered online on 12/24 and received a tracking # for my order of cigars on 12/27 After a week, i checked again since i didnt receive the order. Nothing had changed. I called up their customer service department and they had zero idea where the package was. They claimed it was shipped but the USPS had no record of it. I asked for my money back since it was unlikely i would ever see the cigars in my lifetime. On 1/5 they "forwarded my request to their credit department" to process within 3-5 business days. Patiently waited until today 1/11 to see if a refund would come. 1/11-called customer service again and not shockingly, they hadn't received a response to their request nor was my credit processed. I asked for a manager. Nobody around and said i would receive a call back... i stated i will be calling every hour until i receive a call back and/or proof that my refund was processed. Very sad since i used to purchase cigars from them online with no issues. never again. truly frustrating.

TERRIBLE TERRIBLE TERRIBLE SERVICE CIGARS CONTACT REIMBURSEMENT Long time customer. Average 175.00 to 300.00 a month. Ordered 4.6.2022 158.65 cigars. The label did not print my address fully. United Parcel lost the package. JR Cigars refused to credit me or reimburse. United Parcel investigation my favor, issued a claim. JR CIGARS has refused to contact UPS to process the claim. I'm out cigars and money. JR CIGARS won't even talk to me on the phone. I even offered or tried to buy more until JR CIGARS was able to figure everything out. I canceled my account and all future deliveries scheduled to be shipped monthly. No I will never buy from JR CIGARS I truly caution anyone purchasing from Burlington office. I don't know what happened to the STAFF and respect they had. But as of about 2-4 years ago there service has been going down hi6. Cigars were stale required a month or more to freshen up. This location has really lost its edge, I wonder how many customers have been lost as well. As of this date 5.1.2022 NO CIGARS...NO MONEY...NO CONTACT FROM JR CIGARS!

I have used JR cigars for 13 years , and have always been very happy with them until recently. They instituted a program, "loyalty rewards" in 2021. I joined this program immediately and was never awarded any of the rewards they offered. I called to point this out and after much back and forth was finally awarded the points for my purchases. I was never awarded the points they promised for my birthday or for listening to their videos. JR cigar deleted my 13 year purchase history with the exception of my last 2 purchases to avoid giving me the promised points that would be worth less than $20.00. Their representatives insinuated that I was dishonest in asking asking for my just reward as per the rules of a program that they offered and I accepted. JR cigar has shown me that it is more important to them to ignore their own rules than to keep me as a customer. In the end JR cigar has lost me as a customer until the day I die but has added to their 2022 profit margin for 1/2 of the free shipping offer and less than $20.00 in rewards points, for a total of less than $40.00. Also to the staff and management of JR cigar. It costs far more money to find a new customer than to keep an old one.

I placed an order for an e-gift card on 6/19/22. I figured since it was Sunday, I might not get it right away, but figured I would the next day. Two days later, I still had no gift card. When I checked the status of my order through the online chat, the "bot" stated that I needed to verify my age. I don't know why this wasn't asked at the time of my order, since this would've saved time, but I went ahead and completed the request. I also chatted with customer service to see when my gift card would be sent and she stated "within 24 hours." When I did not receive the gift card the following day, I again inquired with customer service via chat and was told to check my email. I stated that I had not received the gift card, but had already paid for it via Paypal and at this point would just like to cancel the order. She then stated that the order was already processed and all she could do was resend the email. So I requested that she send it or I would go ahead with cancelling the order with Paypal. At that point, she did some "research" and stated that the order was being cancelled due to a "processing error." What terrible customer service for a simple gift card. I will not shop there again.

I wish that I did not have to even give them one star and that is an overstatement of the service that I feel that I have received from them a tenth of the star would be more like it. Was a customer of theirs for quite some time and about 2 or so years ago they started bombarding my email account with four or five spam emails per day literally filling up the inbox. I reached out contacted their customer service in person phone line asking them to take me off their mailing list and was told that they would take care of it and no longer send me emails. Never got taken care of and continued receiving five spam emails per day. The following month I called again and was assured in person that they would get it taken care of. Again it persisted like they didn't care. Call them each month for about 2 and it was always swept under the rug by their customer service. Read some customer reviews and apparently this was a problem that a lot of people were having. I found out I wasn't the only one that wasn't able to stop there unwanted emails spams. Decided I'd write a review myself. I was tired of my requests being swept under the rug. Sent them an email after my review of their company was published and told them that I'd be doing the same on ComplaintsBoard.com reviews. That didn't seem to prompt them to take me of their spam email mailing list either. Finally a month later they responded back to me apologizing for any confusion with a special number to call. I won't ever give that number a call because I don't want it to start all over again. My suggestion to anybody having a problem with JR cigars and getting the runaround from their customer service employees is to write a review about them. It works.

The worst online cigar retailer. I called JR cigar on Friday Sept 10 to order this for a trip to Florida leaving Sept 16. I asked tustomer service what method of shipping would get this to me in time for my trip as it was my responsibility to provide the cigars for the company executives. I ordered this travel humidor, a second humidor, boveda packs, and cigars . They said UPS 2nd day air. would DEFINITELY get it to me on time if I ordered by Sept 14. I placed the order Sept 13 and checked off UPS 2nd day air as per their suggestion. Extremely disappointed that my order arrived on Sept 20, after I had already returned from Florida. What an embarrassing trip as the only 1 thing that 1 needed to do right was derailed by JR Cigar. I called them Sept 20 and they acted like they couldn't care less and offered "25% off YOUR NEXT ORDER". Who in their right mind would order from JR Cigar "next time" if they can't even get the order right the first time. I asked them if they would make any concession for THIS ORDER WHICH THEY SCREWED UP but they gave me the cold shoulder and said "send it back if you are unsatisfied". Wow! What absolutely horrific customer service. Doesn't get any worse than this. They don't give a rats a$$ about their customers. JR Cigar thinks that if you send the order back and they return your money, then that rights their wrong. They have no intention of establishing a relationship between them and their customers. JR Cigar is just a greedy, online cigar retailer. There are lots of better cigar retailers that actually offer decent customer service and not the sorry excuse of customer service that JR cigar offers. SAVE YOUR MONEY AND AVOID THIS SCAM COMPANY. SHOP ELSEWHERE.

I placed an order one week ago, it took 2 days for them to generate a shipping label which generated an email message to me that the package had been shipped. (Not really, it just meant a label was made and it really is waiting to go to carrier, so it has not left the building yet.) I checked tracking number 2 days later and it still said the same thing "Just shipped", so in 2 days it had not moved. I called customer service and spoke to very condescending, rude and could not care less agent. I checked again, now 3 days after email sent, and the status was still "Just shipped", so this time i called the so called customer service line and got same treatment again by the first person I spoke to so asked for supervisor and got the same treatment so asked to speak to the manager and after a few seconds I was told they had sent a message to them and he would call me back within 24 hours. I told this agent that I have call blocking on my phone and I would need the number he would be calling from so I can allow the call to come through. She put my on hold for a few seconds and miraculously a manager was available. Although he expressed more concern then the other 2, he did nothing about it. I called the carrier, USPS, and they stated they did not have the package in question and I needed to contact the seller. This time I tried using the email address listed on their website only to get an alert that this address did not exist. I confirmed correct email and also sent one to the main email address(not the designated customer service address) Two days later, no response from either. They took my money immediately upon me placing order and then completely ignore customer. When asked about refund they stated they would have to wait fourteen days per their policy before one would be considered.

I rarely post negative reviews but I am out of patience. On 4/1 I ordered a box of cigars. On 4/6 they were out for delivery per UPS. Then around two that afternoon, which is about the time our normal driver gets here, the status changed stating a problem with the address. I called JR. The agent was very kind and called UPS and told me there was an issue with the format of the address that she corrected and they would still show up that day. Well they did not show up. So the next day the UPS tracking information said check back tomorrow for updated delivery information. That was 4/7 and this is 4/14, that status has not changed. I have been on the phone with JR each day and up until today everyone was nice even if ineffective. Today the rep was not only ineffective but rude. She could not have cared less that her employer was holding 190 dollars of my money hostage for two weeks while I had no product. Look, I get there is an issue with UPS on this one. But it has been two weeks and I do not have an agreement with UPS, I have an agreement with JR Cigars. I should not still be waiting for my money back. An absolute imbecile can see the package has been lost or more likely stolen. I even went out to the UPS depot where this package would be. The manager looked for 37 minutes and found nothing. All we know for sure is that it was out for delivery and then suddenly it wasn't. That seems simple enough to me. This is a problem between JR and UPS that has now become my problem. I have the bank involved now too. Obviously I will never purchase anything else from JR Cigars or Cigars.com or any other business that shares their address. This has been a very bad experience because I have had shipping issues with other companies and they took so much better care of me than JR has. And moving forward those companies will see all of my business. Take this as a warning to not do business with these people.

I attempted to purchase a humidifier from this company I was not approved fo to age verification I notified JR Cigars that I wanted a refund since I was not approved for purchase I sent my veteran's identification but it was not approved I asked for a refund and was told that it will be processed and take 3 to 5 business days to hit my account it's been 4 business days I contacted JR cigars and they stated that they were putting in request. which should have been submitted 4 days ago I feel as though I'm getting the runaround the purchase amount was $224 Thank you

I ordered cigars from JR Cigars in early May. I still not have received my cigars. I have tried emailing them, waited on their customer help line countless minutes to an hour usually without anyone answering the phone, also selecting a call back as their messages says, no one called me back. The one time that they did answer I was told that there was some type of mix up and that my cigars would be shipped very soon etc.. and I would be getting an email with a shipping date and tracking information. still no email & no cigars. My credit card now has the charge on it and I have to pay it soon.

I won a dutch auction on J&R cigars on 6/24 for 3 boxes Bering Hispanos Maduro (BEH3) cigars. at $35.00 each. Got an e-mail to pickup on line, and add to your cart. Only let me pick up 1 box and not 3. Paid for it and received the one box. I called customer service and said they had computer issues, he assured me I would get the other 2 boxes. Got email to add them to cart online. Billed for 2 boxes @ $35.00 each plus shipping. today July 6th received 1 box not 2, and billed for 2 boxes $70.00 plus shipping. Receipt has the 2 circled on boxes, written in blue ink 1 CR, no explanation. called again customer service, stated backordered. I want my cigars not a refund. owed 1 box still, said will ship it when in stock. Auction should be set aside for the amount of boxes in a auction.

i ordered 2, 5 packs of cigars Oscuro Rothchild Massivo Balmoral Anejo XO Oscuro (BALORM5) on 1 jan 2021 on 27 jan 2021 i got the following e-mail "Dear ***, Thank you for contacting JR Cigars customer service. There was a system issue and some orders did not process. Your order was one of these that did not process. We do apologize for any inconvenience. If you wish to receive the cigars you may replace the order online or call us at [protected] and a representative will assist you. Thanks, JR Cigars so I called them when I contacted them they refused to honor the price. talked to Richard (supervisor) since they no longer had 5 packs.i told them I would buy a box at the 5 pack price or they could bust a box open and sell me my ten. they offer 15% off and free ship. the price I paid was about 50% off. my order # is

On 23 APR 2021, I placed an order with JR Cigars. Upon receipt of my order the cost was immediately deducted from my bank account. On 27 APR 2021, I called the company asking what the status of my order was. On speaking with customer service, I was told the order was at the warehouse, and no further information was available. I then informed them to cancel the order. I was told that that couldn't be done, that the order was at the warehouse. Everything I inquired about I received the same reply, "it's at the warehouse". On checking today, 29 APR 2021, the information on my order was the same, it's "at the warehouse". There is no information as to expected shipping date or any other status with this order. JR Cigars will not allow you to cancel an order once placed, and will not give any information as to the status of the order. JR Order #

Ordered cigars on April 13 totaling $85.31. Order number was ***. Order was assigned USPS Tracking number *** and showed being delivered on 4/17 to front porch. I was home the entire day and no delivery was made. Additionally, my security camera did not record anyone that day coming down the driveway or coming to the porch. I put a claim in with USPS and they could not locate the package and the delivery driver went back to the incorrect address to reclaim package and it was not available. USPS service number was ***. My contact at USPS was Andrew ***. I sent all this information to JR Cigars and after two weeks of calls and emails finally received an email stating they would issue a refund for $85.31 and allow 3-5 business days. This was on May 5. Today is May 20 and still no credit and they are not returning any emails and hold times when calling are extended. The initials on the email referencing the refund is ***.

SUBJECT: JR Cigars has failed to complete orders in our two attempts to use a $100 gift certificate purchased in 7-2020 AND DOES NOT RESPOND . At this point, I consider our July $100 gift certificate purchase as "stolen" funds. 1. Order processed online using a gift certificate in November . Order sat unprocessed and after a many weeks, order was then declined - no reason given. 2. Called JR Cigars and complained on December 8 - representative took order via phone. She noted the gift certificate said $0 and she had to "manually" fill the order. 3. I was promised an email confirmation of the phone order (never received) and that the order would be processed. 3. NEVER RECEIVED ORDER - NOT PROCESSED. 4. We've made 3 attempts to contact JR Cigars for a refund for the $100 gift certificate for the past few weeks. 5. THEY DO NOT REPLY and we're now heading into a "fraud" complaint zone. They took my $100 in July and at this point I consider it stolen. This company must be in a serious state and I suspect ComplaintsBoard.com will see even more complaints soon.

I ordered Swisher Sweets filtered tip cigars and the description mentioned twice (once in the products search list and second in the actual description of the product once it was clicked on, right next to the price I might add) that it was 20 packs of 5 (100 total). I only received 10 packs of 5 so I double checked their description again, and sure enough it still stated 20 packs of 5, so I took a screenshot of this as proof. I then emailed the company on 06/22 and explained to them my situation and frustration. I still have not received a reply although it says it usually takes 1-3 business days. Miraculously however, the day after I sent that email they updated their website to show that product was now out of stock (probably doing that until they figure out how to update their description). Regardless, this is bad business, they know they were at fault and they are hoping that ignoring me will just make me disappear. This is why I am filing a complaint, because JR Cigars will not get back to me and they must truly believe that ignorance is bliss.

I ordered Cigars on 04/05 and it has been 5 days and they have not shipped my cigars and JR Cigars charged my credit card. I conrtacted JR Cigars, by phone, on 04/12 to find out about my order status, because they have not shipped. The persson I talked to took my information and informed me that the order had been declined. When I asked the reason for the decline he said he didn't know why, Then I complained that they had charged my credit card and they said they would issue a refund. Why would they charge my credit card if the order waas declined? Also why did they not inform me via e-mail that the order was declined. If I hadn't called them, how long would this situation carried on? I asked for a supervisor and was told that he would only give me the same answer, because they don't have that information. My problem is; they never contacted me conserning the ordeer decline and they charged my credit card. What kind of poor business practice is this? I shouldn't be the one contacting them, they should have been in contact with me via e-male. What a backwords way of doing business..JR Cigars phone Number is [protected]. Thank You

I purchased a five pack of cigars from JR on 11/22. Checking the status of the order on 12/4 I realized that there was no updated information, and they are pretty quick with their shipping. I sent an email on 12/4 asking about the status of my order. I did not receive a response. I sent another follow up email on 12/9. They responded that day with the following: "We thank you for contact regarding out-of-stock items. We regret to inform that we are temporarily out-of-stock on one or more of the items you ordered. We will issue you a credit to your account reference O#***. While we at JR Cigars pride ourselves for providing the best quality products and service, problems sometimes arise and when they do we do our best to resolve them quickly and satisfactorily. I hope that your experience with JR Cigars in the future is problem-free." I checked the gift card number. I checked the gift card number I used on the 12/9 and it showed a balance of $0.00. I followed up on 12/9, 12/10, 12/11, and today 12/13 and have not received a response. I have asked them to provide me with a gift card in the amount of $25 as a credit for the gift card I had used previously, without my items being shipped.

I ordered cigars from this company on December 6 as a Christmas gift for my husband. I waited 2 weeks and did not receive anything. I emailed the company to ask about my order on December 18. I did not receive a reply until December 22. The response was that they could not fulfill my order due to stringent "tobacco regulations" and they were not obligated to tell my why! I ordered these products under the assumption that my order (and payment) would be honored. Not only was it NOT, the company did not contact me AT ALL to alert me to any problem. I had to contact them and then I had to wait 4 days for a response which was not even a response, since they told me they would not give me a reason for not fulfilling my order! Funny though - over those 3 weeks I received DOZENS of email ads from them. I then CALLED their customer service phone number. I immediately got a recorded message saying that I was the 6th caller in line and should expect a wait of 29 minutes. Over the next 90 minutes, the message went down to 3rd caller in line and 15 minutes, to the 2nd caller in line and then back up to 23 minutes, 32 minutes, 45 minutes and then to 48 minutes (still 2nd caller. How coincidental that I was still on hold when their customer service hours ended at 9 pm EST. This company's customer service is literally the worst I have ever encountered. They do not deliver the products they sell on their website, they do not treat their customers well and they are completely unresponsive when a customer has a problem that was entirely the company's fault.

I placed order# *** on 12/13 for $103.28. The same evening, 12/13, I received an email telling me that my order shipped and gave me a *** tracking#. As this was a Sunday evening, I knew it would be until Monday that I would see any tracking activity on *** website. As of 12/22, there still is no actual tracking activity showing on the *** website and it still shows "pre-shipment; label created" so it's obvious that my order has not physically shipped yet. I submitted numerous emails to the company with NO response. I called on 12/18 and spoke with a female representative and she told me that my order definitely shipped and was picked up on Monday 12/14 by ***. When I told her that was not possible because *** would show the "acceptance of package" scan in the activity, she tried lying to me and said that *** has told them it might take up to 14 business days for tracking activity to show on their website. I contacted *** and spoke to a rep and was told that this lady was lying because it's impossible for the tracking activity details not to show up as soon as they scan the package at time of pickup and they confirmed that they have not yet received this package from the shipper, JR Cigars. I waited another 3 days and called back on 12/21 to JR Cigars and spoke with another gentleman and he stated that he had no idea whether or not my packaged shipped and there would be no way for him to tell me any information on this order and that per their management team, they are not allowed to offer any refunds for orders until 14 business days after the email was received stating it shipped. They blamed everything on COVID saying that the pandemic has caused *** to be way behind and it was all *** fault. I stated that they are the ones telling me the order shipped on 12/13, and on 12/15 they charged my credit card and took my money, knowing that it did NOT ship. They refuse to give me a refund or ship my order out. Management refuses to call me back.

I have been a loyal customer before and after the issues I'm reporting. All I've had a chance to speak with have been professional & empathetic to my problem. However they are all good liars, handicapped by policies, being told to keep kicking my can down the road, uniformed and/or something else I'm not aware of. I can never get a straight answer from any one. Just unfulfilled promises after another. I made 4 order over the phone with reps from JR Cigars on December 3 and 4, 2020. Order numbers ***, ***, *** and *** totaling $865.97. I had made orders prior and after these orders and I had received all of them. I was puzzled as to why these 4 orders had not arrived. Nor did it show shipping confirmations in my online account. I did call about this a week or so after I ordered and was told because of the holiday rush, some orders had been shipped but the online portal was not updated to reflect that so I had in fact received orders that showed a status of not being shipped. On 12/23 I believe I called in again to inquire about this order and to my surprise I was told the orders were canceled internally due to some type of 3rd party verification system. I was never told this verbally, via email or snail mail, even after I initially called about the orders. I requested a refund or credit or to have items just sent out since JR had my money already.The rep said my card would be refunded. I told him that wouldn't be an option since I purchased using Visa Gift card & no longer was in possession. He initially told me they refunded the cards, then a check would be sent, then it was back on card. I've asked numerous times for a receipt of returned funds so I could try & contact. JR wont give me any transaction details. I'm just supposed to take them at their word. I've called too many times to count & every time it's a different answer & new promises to call back. I've been asking for the contact info for the head of cust svc and legal to no avail.