JR Cigars

Been a multi year user of JR and have noticed a steady decline in quality. The last three purchases have been very disappointing in quality. Dry and cracked leaves was common. Thus became unsmokable Have decided to use a different provider very disappointed. Mark

I have bought cigars from JR for the last ten years. I only had two issues in delivery date, which turn out to be out of their control. I live in Canada and when I come to the US, I only have 3to 4 days. I can trust JR to have my order delivered at the reception. I have always received friendly and cordial services from their Client Department. As for the quality of the cigars, I have never been disappointed!

I ordered cigars which got damaged in the post office. It was $144 for the cigars. They had it insured for $100 and they will not reimburse me the rest of the money. This is the worst company that I’ve ever seen in my life as far as Customer Service, and taken care of their customers

JR is excellent. While they have gotten rid of the free shipping program (BRING IT BACK PLEASE!) it’s still got amazing perks. I think if their website was more user friendly and explained things better and popped the info up it would be better. For a long time JR cigar babies its customers and it shows. It’s clear not many read the fine print which makes you all bad mouth a perfectly reputable company. It’s just that majority of people don’t read the details and they get their feelings hurt when they don’t get their way. Many reviews in here are this. Make the website more user friendly, get agents who sound like they enjoy working there, bring back jr plus. That’s all.

Been a customer for more than 10 years, and have noticed a slow but steady decline in product, price and most notably customer service. Other than a customer friendly web site they are not a company I want to spend my money with.

I have been buying from Jr for over 20 years. I have had the occasional mishaps in shipping or auction mistakes and their customer service has always been exemplary. There was a rough patch some time after Jr was acquired by...some other company but they managed to fix it. I buy a lot of cigars and have about $350 per month cigar budget. Each morning I used to savor the few minutes I spent reviewing new deals and the auction. Thus suddenly stopped being pleasurable. The auction was discontinued, the over all prices went up. It used to be that no one could beat Jr prices. No longer, their prices are all identical to each of their competitors. Favorites are constantly discontinued. Their "loyalty " program was cynicly crippled and the sales are perpetual repeats of the cigars they have trouble selling. I can only apply loyalty points if there are no other sales on the product, I can not apply any more than ten dollars per purchase and the points expire. Often. I have stayed up to see if some of their sale cigars were in stock at all the moment the new sale appears and lo there are many brands thar were labeled out of stock the instant the sale is published. This company no longer caters to the old school cigar smokers who were fiercely loyal to Jr and lew Rothman. There is no reason for me to frequent the place and I have been sending my cigar dollars elsewhere. Jr is now just one more brutal, insensitive cigar "outlet" where immediate profit to the last cent is all that matters.

Do not purchase from this place. HORRIBLE customer service!! Cigars they sent Me didn't even match the description of the ones I ordered!. A Bait and Switch! Then in order to return them it can only be done by email and takes forever to authorize.. Then when finally approved you return them they receive them and never issue you a refund! Almost a month and still no refund Luckily I ordered through PayPal Had to file a claim and they issued me the refund. They actually mentioned that JR was lying about the refund..So buyer beware!!

JR Cigars SUCKS! They trick you on the prices and charge you later. And when you want to return the item (right away, unopened package), they dont even respond your messages/mails/calls. After few WEEKS, yes WEEKS, they say `oh, we decline your request`. Dont ever buy from here, there are other cigar websites which has great customer services!

I ordered for the first time and the cigars were all dry. When I returned them, JR Cigars deducted money because I opened the package. How am I to discover the cigars are dry if I don't open the packages? I called customer service and was treated terribly. I will never order or recommend JR Cigars!

JR has stopped selling to customers in the state of Wyoming. I have been unable to find out why. I even contacted my legislators who had no idea. I talked to several employees and a supervisor. All they could tell me was they had been given a email. I sent a email to customer service requesting a reason seven days ago with no response.

jrcigars.com. And cigars.com are sister(same) company. Now the customer service is terrible, the orders are always missing items (some out of stock) The accounting and invoicing is a joke. They charge for the whole order, then you have to call and argue for the refund. What is going on? Find a better company.

Really bad customer service experience thanks to Dorothy H. I won’t be a buyer and no one from my circle will buy anything from here. You shouldn’t too.

false advertising on website about deals they say you were going to get something and it is missing from order . they tell you it is as supplies last. I ordered the very minute it appeared. so why put it up if you have no supplies. company was great always customer service related. now customer service is terrible. Mike's cigars much better company to deal with

The company used to be about the customers. Now it's all about the money. The company now refuses to allow there employees to tell you about deals. They want you to find them on your own. They are not renewing our memberships because they want more money

I received an email from JR Cigars last week with a special that included a 5 ct Infused gift set with certain orders. I went there and made a purchase. It showed up but with no gift set. I reached out and they said they may have run out (while supplies last). I asked well why would you send a note, email or call to let me know - I would have cancelled my order. Terrible customer service and disappointing....

I order two boxes of Oliva Melanio V cigars on 09/06/23. They were having a good sale (30% off) on this brand of cigars. I had to call the order in because I could not log into my JR Plus account. I ordered the cigars and the customer service representative confirmed the order and I was emailed the order number. I was out of town that weekend and upon return, I had not received the cigars. I checked all my JR messages on my email and phone (I get 3-4 emails and 1-2 text messages from them daily) and no email stating that my order has shipped. I checked my credit card account that I use and it did not show any transaction. I called a JR Cigar service rep and she looked into it using my order number that I received upon purchasing. She said that it did not ship because the transaction failed. I asked why wasn't I notified so that we could get this resolved. She was unable to answer. She put me on hold and then return within a few minutes and said that it needed a manager approval and there was no manager on duty during that day (Saturday, 9/16/23) and told me to call back on Monday. On Monday, 9/28/23, I called again and was put on hold for several minutes. The service rep informed me that they were not going to honor the 30% discount on the two boxes of cigars because the sale ended. I did not take my anger out on the customer representative but I did plead my case on this injustice. If JR Cigars can send me 3-4 emails and 1-2 text messages daily, then why couldn't someone message me to let me know that the transaction did not go through? Also, how did I get an email stating that the transaction was approved and a customer order number was assigned to my purchase? I, kindly, asked the customer service rep to cancel my JR Cigars Plus membership and I requested a pro-rated refund since I joined in May 2023. She informed me that she put the request through but could not tell me if I would get any refund for cancelling my Plus membership. FYI: 2.23/5 rating on BBB

Great customer experience fixing a verification issue. Huge shoutout to Tiffany Tate who worked wonders to ensure our order was delivered on time.

Had issues with name verification as this was a gift for my grandfather. Was told that he would have to upload his ID which posed an issue since he does not have a smart phone or access to a computer. A representative helped me over the phone and said that we could put the order in my name and still send to his address. She said she would cancel the original order I placed online and make the changes over the phone. Both "orders" were sent out one with my name and the other with the my grandmoms name on it which was "unverified". Called again for them to make it right since I was had over $150 worth of cigars taken out of my account. The representative not very helpful and said they could mail him a return slip to return the second box. So frustrated with the poor customer service, lack of ownership on their part for THEIR mistake! Still haven't received the return slip its been about a week and a half. Not sure how they sent out the one order when the name was never verified. Super fishy business practices if they aren't verifying and then charging my account twice for a second order I did not want. They are wasting my time making me keep calling in and having my grandfather take care of a return. So much for getting him a nice gift way more trouble than its worth. Will not be using this company again

JR cigar gets ZERO stars review from this customer. JR Cigars located in Burlington, NC has provided me the absolute worst customer service experience I have ever encountered. I placed an order with JR cigars for a sample box of cigars And paid extra for 2nd day UPS shipping. I spoke to a sales rep who shall remain nameless, and the sales rep assured me my order would be shipped promptly. I ordered these cigars for my brother who is gravely ill in a nursing home in NYC. I advised my brother that the cigars would be delivered on Thursday Aug. 3rd. My brother called me to advise me that he did not receive the cigars as expected. I promptly reached out to JR cigars in order to get the tracking number for the order I placed with them (JR cigars). Upon speaking with JR they advised me that my order did not shop yet because they did not receive my age verification (ID) yet. I questioned the rep as to why hasn't anyone reached out to me from JR and I was told that they don't do that. In other words I placed an order with 2nd day ups shipping and two days later the order still did not ship. JR cigars advised me that they do not follow up on customer order shipping problems. I asked the sales rep when would they advise me that my order has not shipped yet and the rep said maybe after 10 days they would let me know. I was told by JR rep that my order would be delivered on Monday and that there is nothing else they could do. I am sure JR has many happy customers and based on reviews they seem to have a quality product. My experience is they have very, very poor customer service follow up procedures in place and I will never order from JR cigars again.

False promise on discount. I needed a large order fora wedding. Looked at several online sites. Went to JR. Immediately got a pop-up window offering 25% savings in exachange for email address. Went through the hassle of getting signed up and received a flurry of text messages promoting various offers, but never got the discount. Called customer service. They said it only applies to subsequent order, except there won't be a subsequent order.