jrcigars.com

I placed my first order with them on 6-2-20, received it on 6-6-20. The total of the order was $323.00 so it wasn't a small order. The humidor I ordered was not in the box, it is a $127, item. I have sent multiple e-mails and called many times. And have received no response back. Have yet to get thru on the phone. Don't think I will ever be ordering from them again.

Bought a case of 24 with 10 thrown in and ashtray as a bonus. Applied a 20% off coupon. Great all around experience.

I was a longstanding customer with JR CIGARS out of Burlington, NC. As long as the product arrived; No issues. Lord help you if you ran into a problem! Sadly I did often. Why I continued to deal with it, I have no idea.

Finally after the multitude of avoided emails and hours of being on hold and avoided phone calls, I gave up. Keep in mind I put in MONTHLY orders with them for years! When they screwed up, not an apology, not a coupon, not even a discount. A big NOTHING.

AVOID THEM AT ALL COST.
In the end, it will bite you BIGTIME. And I mean TIME. It will cost you TIME that you will never get back.

I was a JR Cigar customer for over 10 years. The service, prices and auctions were awesome. I noticed about a year and a half ago that my orders arrived without decent packing in the box.... which damaged some cigars. First time, customer service took care of it right away...
I loved the rapid fire auctions as you can try some good sticks for a cheap price. The last time I went to log on, JR Cigar didn't recognize my email or password. I called the customer service line. Left a message as their message said I would be called back "in the order it was received". Geez, they must have a ton of calls because I've called and left messages 3 times, and then decided to try the hold thing.... 1.5 hours later, nothing.
I emailed about having my membership updated so that the shipping was included...hey, I paid $60 for that service. I sent an email to customer service, and I got a "reset password" standard reply, which did nothing. I did reset the password, then went on rapid fire auction, bought items, left them in my cart as I might buy more the next day. The next day, as you can guess, the cart was empty.
This was once a great company to deal with and purchase from. I understand they have changed some technical stuff, but they continue to bury their heads in the sand. What I would have liked to have seen was that they would publicly admit that they screwed up and apologize for all the BS that has gone on... but they seem to just not want to acknowledge the absolute incredible drop in their overall organization.
I did go to Cigars International.... now I wish I had been there years before! Great specials, brands and prices. For someone that spends over $1200 a year on cigars, they now have my business... and the customer service is fantastic.
Never have I been more disappointed in a company than the complete downward spiral that JR Cigar has taken.

I made an online order, got no updates after 4 days, called to find out they cancelled my order without notifying me. Asked what could be done and was told that they could place another order over the phone, but they needed to charge my credit card again. I agreed but requested that they email me to confirm they won't charge me twice ( since the first charge still appeared on my credit card). First customer service rep hung up my call while I was waiting, and when I called back and explained to the another representative , he put me on hold for more than 30 minutes then automatically transferred me to the credit card company without saying anything. I assumed they wanted me to dispute the charge so I did so. EXTREMELY POOR customer service! Avoid at all cost!

I have “won” several rapid fire “auctions” and have received NO indications in my cart. After 30+ phone calls 12 emails I have received no replies. Time for customers to file class action suit regarding their “auctions” and ripping us off. My next move is to contact attorney general / and FBI as federal fraud involved.

HORRIBLE CUSTOMER SERVICE - Placed a $500 order with overnight shipping. Two business days later after multiple attempts to get a hold of someone finally said my order "was being reviewed". I canceled my order and will never do business with this company again. DO NOT BUY ANYTHING FROM THIS COMPANY - EVER!

I ordered 3 boxes of cigars. My email order confimation from them said to allow 2-6 business days for delivery. Fine. 12 days later, i called to find out the status of my order. I was put on hold for 10 minutes. When the representative came back on the phone, i was told that my order was never processed. i asked why i was not emailed or called, and all i got was i canned answer of bs. As there was no reason. You can tell when you call that they are a bunch of amateurs trying to run a business. BUY ELSEWHERE

Took 2 weeks to get a hold of anyone, to find my order hadn’t shipped due to required age verification that was not even notified of. I don’t recommend emailing, call and stay on hold is best chance to get a hold of someone.

They guaranteed delivery for before Christmas and even threw in a free expedited shipping so I ordered thinking it would get here way before Christmas even...turns out they took DAYS to process my order and not only that, even though I paid for an upgrade, they gave me slow shipment.... will never order from them again, regardless of what sounds like a "good deal".

Ordered my cigars on April 20 and today is May 19 , paid premium for shipping since I was stuck at home due to covid-19 . This company is doing business with customer money, total scam.

Attempted to place 2 separate orders (over ($500) and never received. Payed for 2 day shipping and on day 3 when they didn’t show up I called and they said, both time for some reason the order was cancelled ... and no follow up from them. Hope the owners of this retailer read this and understand they have lost a steady customer for life. Congratulations customer support ! Called on October 18,2019.

Ordered a $520 package never got it
Supervisor doesn’t know how to communicate with customers never ordering here agian

I've actually had good experiences with JR until the last 3 weeks. I can't log in, and reaching Customer Service is as painful as other reviewers relate. I was told that they are "changing over to a new system" and she sent me a link to change my password because, of course, the link on their site doesn't work. Whatever is happening, they are handling it in the worst way.

JR will be BS you on your orders and if you call customer service you will be on hold for least a hour and they give you the run around once they answer. They have my order and my money telling me we don't know when the order will go out what kind of answer is that. THEN they ask me do I want to place another order HELL no you can't deliver on what you sell. They don't have there SH_T together order from Thompson Cigar or Mike Cigar

Its a shame that 1 star is the lowest score, i would give zero or less if possible. Ordered online, never shipped, on hold with "customer service" for over two hours. They dont care. This is the worst company to deal with. Ive been ordering weekly for over 8 years. Whatever has happened to them is not good. Customer service is terrible, they want your money, sounds like a company getting ready to fold. Good riddance you bunch of crooks. Stay away!!!!!!!!! All the reviews you see are true

1) the customer number service is useless, no one ever answers the call or returns a call
2) I tried to find a cigar using the SKU on a prior order and by using the product description name, the website couldn't find either number
3) the website doesn't list cigars in any logical order, instead its random

First off let be known I started purchasing cigars 1978 when owner Lew Rothman had a small retail store on Park Row in Lower Manhattan. Quality, service , product selection, integrity and pricing was second to none. Since Lew has stepped away some 3-4 years ago I have noticed things were not changing for the better. All to many of my recent order were either poorly delivered or the quality was way below par. My most recent order arrived and it was garbage, for over four days and counting I have called customer service only to wind up on hold while the same moronic message continues to loop or you have the supposed option to request a call back which never occurs! Clearly the mind set has changed at J&R where the customer seems to come last.

After placing a $660 order and paying for 3 day UPS delivery, I did not receive my packages. I did receive an order verification email with order number. When I called, customer service rep said the order was cancelled internally and had zero resources to help me. Said he'd email the people that "do that" and they'd email or call. 3 days later, no emails or call. Call back and wait 56 minutes to speak to someone. Same level CS personnel with no resources. Refused to let me speak to someone that could handle the matter. Put me on hold after I demanded service from a competent level. Came back and said supervisor told him it was my fault. The explanation was that my order was suspiciously large, and that I had a different shipping address than my billing address. What the hell kind of online retailer cannot handle that? I explained to him that $250 of that order was a 100 pc humidor and the rest was 60 assorted cigars to fill it! It did not seem unrealistic from an order standpoint. If I wanted 20 cigars, why a 100 pc humidor. If I order a 100pc humidor, why wouldn't I want a fair amount of cigars? Furthermore, they cancelled the order with no follow-up call, email, verification, etc. Just "screw this customer" and his evidently large amount of business. So the CS rep tells me he can re-do the order but has to make an "account" for me. That would give them a database of my addresses and trigger their system to "know I was real" also, so they can send me junk email (which is why I always buys as a guest). If they are unwilling to do business that way, don't offer it. Bait and switch A-holes is what they are. Anyway, so I calm myself and swim with the stupids and verbally repeat my name, address, zip codes, card info, billing info, shipping info, etc. Then repeat line by line the order. We get to the bulk of the cigars which is a 40 count sampler pack. He informs me its out of stock. It was not out of stock when I originally made my order, so I'm just taking their ramming from all directions. I cut that part of my order and save some money and figure I'll buy my cheaper hand-out cigars somewhere else...ANYWHERE else. He runs the card and tells me the new order he oversaw (b/c I was too stupid to order well online) is flagged as fraudulent. He has my last name wrong though I spelled it for him and its on the previous order, and in my email that he's reviewing, and on the card that he's got the info on, etc. He corrects that and its flagged again. He now needs age verification. I reminded him that I gave him my birthday twice. They ask for it when you log in as well. I had to verify it twice on the original order. He says the system now is requiring me to go to their website, click a link to an age verification website where I am to take a picture of my personal identification and upload it to their system. Nope..those sites use already published public record (mortgages, deeds, liens, etc.) to verify that your name has a record of the b-days listed and used in the past. I drew the line there and was not going to do it. Not for them. I'll find a way to meet in the middle, but for another company. Not going to do anymore legwork for these North Carolinian jack-legs. So, I pull the plug on the order and tell him to refund my money. He says that will take approximately 10 days. We'll see what happens there. But in no way, short of working with their parent company to take over their online operations would I do business with this incompetent company again. DO NOT SPEND MONEY WITH THESE PEOPLE.

always Prompt Reliable, Excellent Service Always
NEVER ORDER FROM Tobacco General, no tracking very poor customer service 10 days, and have yet to see my order, you call and they put you through to a answering machine, Total ripoff