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CB Smoking and Tobacco Thompson Cigar 5401 Hangar Ct, Tampa, FL, 33634, US
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Thompson Cigar
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Thompson Cigar company logo

Thompson Cigar

5401 Hangar Ct, Tampa, FL, 33634, US
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5:55 pm EST

Thompson Cigar - customer service

They gave me the run around even after five phone calls trying to get them to send the correct order. I returned the wrong order they sent, and was expecting the correct order. To my frustration, they sent the wrong order again! They would always apologize and try to placate me with a $10 voucher for my next order. I finally wrote to the BBB. They said a Thompson supervisor told them the cigars were in the correct place, and it MAY have been a picking order. Then they offered a $20 voucher toward my next order. What if I do Not want to be a customer after all this? If I send back this latest order who knows if I will get the credit?

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11:52 am EDT
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Thompson Cigar - credit card fraud!!!

Thompson cigars gave out my charge card information to Passport to Fun Plus and Passport 2 Fun Plus. I got charge $14.95 on two different charge cards, two months in a row, if I didn’t call the bank to put a stop
on my charge card I would be still paying that charge today.
I call Passport to Fun Plus and was told that Thompson cigar sign me up for the service.

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Ronald Fross Sr.
,
Jun 23, 2008 2:32 pm EDT

I had been purchasing cigars two different times in the past and got bad cigars and/or rude service people; therefore I quit buying from them twice. Recently I tried Thompson Cigars again and spoke with a gentleman named Hoc who has been extremely helpful, respectful, and a great customer service agent.

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dwm50
Kansas City, US
Jun 15, 2012 11:27 am EDT

I was charged twice for the same order----I called and asked to speak to a manager and the service rep refused-----NEVER BUY FROM THOMPSON

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10:59 am EST
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Thompson Cigar - customer service

After ordering a simple box of cigars I began receiving solicitous phone calls the very same night that I ordered.

The next day, I got 2 more phone calls from them.

The day after; three.

I called in, complained and had my number removed from their call list — did it help? No. Now I get at least one call everyday and most of the time they hang up as soon as I pick up (reading the notes on the account no doubt).

As far as product goes, I returned the box I ordered because it was 100% other than advertised. They said they would send out a replacement box to my liking, and then charged me for them unauthorized. So now, I have 2 charges on my card, no cigars and I have wasted 2 hours and 40 minutes calling into their global call center located in manila, philippines.

Every rep you speak to is a "senior representative" and none of them will escalate your case above themselves as they tell you "there is no one else to put you in touch with, sir. I am the senior representative." if you push hard enough, they will "see if someone is available" wherein you will be put on hold and promptly disconnected. I took this route 3 or 4 times yesterday while wearing out my cell battery with them.

It is almost impossible to communicate with the reps in their cs center. It's not that the english is bad, not at all — they speak very good english and have excellent comprehension, it's just that they are obtuse to anything and everything you say. "you have made an unauthorized charge to my credit card, refund my money now!" gets you "yes sir, I understand and will note your concern." over... And over... And over.

It is clear that this company does nothing to value its customers as their customer service and post sales support is about the worst on earth.

For the record, I am a customer service manager for the 4th largest software company on the planet — I know what I am talking about concerning the subject.

Thompson cigar will never see a cent of my business again. I will also tell everyone that will lend an ear to the horrors that lay before them should they decide to undertake a purchase from this travesty of a retailer.

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Reviewer74335
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Nov 09, 2015 10:32 pm EST

Like I'm seeing in countless online complaints, they enrolled me in a program that I refused, then billed my credit card without permission. I will never use Thompson Cigar Company again. They also sold my email & personal info to every filthy spammer on the face of earth.

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Bob Withheld
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Jul 20, 2007 12:00 am EDT

2 weeks ago I ordered some cigars from Thompson and they never arrived. I asked their customer service people for a UPS tracking number and could not get an answer. I emailed their cyber support, customer service team and never got an answer. I guess I have no choice but to call Mastercard and have them reverse the charge.

I love cigars and have no problems with Cigars International, Cigars.com or JR's Cigars, all of whom deliver their product within days.

To my fellow cigar hounds, do yourselves a favor... avoid Thompson like the plague.

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Bill Seidel
, US
Aug 21, 2015 10:51 am EDT

This post closely describes my experiences.
-My biggest beef with Thompson is that no one in the Call Center seems to know anything about cigars. I explained the taste profile I was looking for and no one I spoke understood. They all kept recommending cigars I probably will never want to smoke.
-My second problem with these guys is the 'hard sell' they use when you call. My dad used to buy from these folks and he liked them. I'm not sure what's changed, but, they should change it back!
-Lastly, the calls! I don't know how these folks think pressuring people who typically smoke cigars for relaxation want to be pressured into buying!?!

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P Keene
Port Charlotte, US
Dec 11, 2008 6:44 am EST

I have been buying from this company for several years. Everytime I had a problem with an order, which was quite frequently, customer service seemed very inexperienced. Once I even canceled my club membership because I was so frustrated with customer service. Customer service then called me and begged me to come back and promised me they would personally fix all problems. I just recently made an order and received it. Of course, as usual, the order was incorrect, even though on the top of the bill it says "NO SUBSTITUTION FOR THIS CUSTOMER". The only reason why I still buy, is because they are less expensive. I guess you sacrifice service for price.

manert7@aol.com
acct # [protected]

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Stephen Withheld
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Aug 04, 2007 4:24 pm EDT

I've ordered twice from Thompson's and have had fast and accurate service. I'll follow up if I do ever have a problem with them.

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4:02 am EDT

Thompson Cigar - satisfy

Very satisfied with Thompson Cigars and Hoc Mai-Customer Svc Supv.

5/8/08 I ordered cigars and a humidor, both items arrived within 5-7 days as promised. The cigars were good, the humidor was damaged. I called Customer Svc and after being on the phone for forty minutes received a 30% discount. Not satisfied with the humidor and discount, called back and asked for the supervisor. I was connected to Hoc Mai who immediately instructed me to return the humidor and select a new humidor. Today I have the new humidor and all was resolved in a friendly and business like manner.

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Pghguy
,
Jul 24, 2008 8:11 am EDT

I am a one and one time only customer of Thompson Cigar. I waited on hold for approximately 30 minutes to have my call answered by a person with a minimal command of the English language and a very short temper. I asked to order a sampler and was told that I had to order an upgraded version to get the cigars pictured for certain. I took my chances with the advertised special. I called Friday and was told my order would ship Monday. I called Monday and was told it shipped. According to the UPS tracking number it did not begin shipping until Wednesday. When I called to ask about this I was given a run-around with an explanation blaming UPS for not coming to the Warehouse often enough to pick up. Each and every time I called, even when it was to complain, I was pressured to buy more things including expensive humidors, accessories and club membership. This was by far the most annoying part. I went so far as to say "I just want to order this one product and get off the phone, is that okay?" And was told that if I just listened there would be better things to buy.

That's it for me. Hopefully my first order will show up, and I will be done with this company.

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11:21 pm EDT

Thompson Cigar - terrible humidor

Thompson Cigar are construction their humidor out of compressed partical board and lining the board with paper thin cedar veener that is being glued on.

This is boarding along fraud, the website and catalong states "thick cedar".

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2:22 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Thompson Cigar - unsolicited phone calls!

I occasionally order cigars from this company, and have routinely NOT checked the box to receive email promotions. Recently I have gotten a phone call, which started as a "routine customer survey", and immediately became a sales attempt for membership in a Cigar Club, with regular shipments. I immediately told the woman I was not interested, at which time she really stepped up the sales pitch, and said "give it a shot, I'm sure you'll be...", I finally had to hang up, after once again telling her I was not interested.

Unfortunately I will no longer be a customer.

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Update by James E. Barnes
Mar 13, 2008 11:36 pm EDT

I was contacted by Bobby Russ , from Thompson Cigars. He assured me that my name would be taken off their call list, and that the issues I had mentioned will be resolved. I hope so, as they do have great product, and very fast shipping.

James E. Barnes

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jack mattocks
,
Aug 11, 2008 3:21 pm EDT

i reciently order cigars by mail. two to three weeks i have not received the order. a check was included for the cigars. i talked to a lady today who is to provide a substitute cigar as she said the ones is ordered were out of stock. it would have been nice to know this several weeks ago. this lady wanted me to join the club. after some discussion she finally understood that i was not interested. later the sale day i received a call from another lady who insisted i join the club. i have in the past and will keep ordering cigars when i want them. if i keep getting the push to join the cigar club i will switch to another source to buy cigars. the type of advertising that these people use is almost a insult.

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Brian Howver
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Jul 30, 2008 6:00 pm EDT

Just had the same experience. Been buying sticks from them for years but, no longer.

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Dan Breeding
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Jun 21, 2008 5:21 pm EDT

I had the same experience with the unsolicited phone call. I hung up also and then thought - damn- I didnt tell the salesman to remove me from the list so I called back and asked to be removed. Out of anger I also demanded that the catalogs be stopped. I just did not want anything to do with a company that would call me without permission.
What I could not beleive was that the customer service contact could not remove me from the call list unless I gave her my phone number! I refused, reminding her that all of that information was in my customer file and she could get off her behind and find it.
I ended up talking to her manager who told me the same ### and bull story~ apparantly the right hand has no idea what the left is doing- perhaps because it is too deep into out pockets to check?
I have to say that Thompson sells a good product. Too bad they are ruining long standing relationships with there mercenary attitude toward customer privacy.
No doubt some hot shot new marketing guru geve them the benifit of his wisdom! HA!
Too bad he cost them a lot more then what they paid him for the advice!

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