Cigars and Cigar Accessories
Cigars InternationalFind BBB Accredited Businesses in Cigars and Cigar Accessories.
About
Important information
- Additional Info:The BBB investigated this company due to the number and type of complaints filed against it by consumers. The BBB also conducted a review of major search engines and found several review sites which confirmed similar conduct by the company in reviews filed on review sites. Finally, the BBB reviewed the company's website to determine any policies the company had regarding issues that were the subject of our investigation.
Consumers have complained they are unable to obtain refunds that are due them. Some consumers state they were erroneously signed up for a cigar club and have trouble canceling the club membership. Many state they can not reach customer service when issues arise. As part of the BBB's investigation, we asked the company about its policies concerning these issues including the company refund policy and the process to join and cancel monthly club membership.
The company replied stating that they have made changes to rectify these issues. The company stated they have relocated the return processing team and implemented a new operating system. With this new team the company says it has added 25 customer service agents. The company says this has enabled the company to handle consumers calls in a timely fashion. This has also cleared up the back log and returns and refunds are now processed in a timely manner according to the company. The business has also replied to us that it modified the sign up process for the monthly club which includes trained versifier that take over the call when someone is interested in membership and review the membership terms. They state upon receipt of cancellation, requests are processed and a return shipping label or refund is given.
Our review of the the company's file has determined that the complaints for these issues have decreased. The BBB will continue to monitor this company to be sure these new improvements continue to help the complaints to decrease.
About This Business
Products and Services
Business Details
- BBB File Opened:
- 10/30/2000
- Business Started:
- 7/8/2004
- Business Started Locally:
- 8/11/2014
- Business Incorporated:
- 8/11/2014
- Type of Entity:
- Corporation
- Alternate Names:
- cigar.com
- Pipes and Cigars
- Thompson Cigar
- Cigar bid
- Business Management:
- Mr. Stephen McDevitt, Customer Service Manager
- Ms. Sarah Santos, Company Contact
- Ms. Danielle Boldis, Customer Service Manager
Additional Contact Information
- Principal Contacts
- Ms. Sarah Santos, Company Contact
- Ms. Danielle Boldis, Customer Service Manager
- Customer Contacts
- Ms. Danielle Boldis, Customer Service Manager
- Fax numbers
- Other Fax: (888) 792-2442
- Additional Phone Numbers
- Other Phone: (888) 244-2790
- Other Phone: (610) 562-0500
- Other Phone: (484) 895-3933
- Other Phone: (610) 419-2076
- Social Media
Additional Information
- Refund and Exchange Policy
- Cigars — For cigars by the box or bundle of 20 cigars or more, weallow a 1 stick allowance but the remaining cigars must be returned in order toreceive full merchandise credit, less shipping charges. If you try more than 1,pro-rata credit is applied, less shipping charges. For samplers and 5-packs,returns must be in new, unopened condition to receive full credit. Thisincludes having cigars in their cellophane wrappers. Please keep the originalpackaging and any accessories to return with the item and do not return any cutor smoked cigars, as this may affect your refund.
Pipes — If you are not satisfied with yourpipe for any reason, you may return the item within 30 days of receipt of yourorder for an exchange, credit, or refund. Returns take up to 3-10 business daysfrom receiving a return to process. Only pipes that have not been smoked areeligible for return. We stand behind every pipe we sell to be free of defectfor one year. Warranty does not include stem, mouthpiece, excess wear and tear,and cracks due to dropping.
Pipe Tobacco — If you feel yourtobacco was not manufactured to the highest of standards - or if the tobacco isnot what you ordered - please contact us immediately.With the exception of damaged or defective product, only unopened containersare eligible for return within 30 days of receipt of your order.
All Other Merchandise—For any othermerchandise outside Cigars, Pipes and Pipe Tobacco, may be returned within 30days upon receipt of your order for an exchange, credit or refund. Anymerchandise returned, must be new and in the packaging with the exception ofany damage or defects. Returns take up to 3-10 business days from receiving areturn to process.
In addition, any promotional items thatcame with the item you are returning, must be returned or you will be chargedfor the retail price of the promotional item(s)
*Duringthe holidays, items shipped between November 1st and December 31st can bereturned until January 31st. - Business Categories
- Cigars and Cigar Accessories, Online Retailer, Tobacco Store, Ecommerce
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