ThompsonCigar.com Customer Service Issues

I reached out on September 11 regarding a problem with an order I placed using my club voucher. I was informed that a response would be provided within 24 hours, but I am still awaiting a reply. I am unable to provide an order tracking number as I have not received an order number. It would help if an invoice was included with the shipment. Additionally, how can I participate in the [redacted] club rebate program without any documentation? The customer service line often has long hold times, ranging from 15 to 20 minutes at least. I am unsure if the company values customer retention based on the current experience.

On August 12, [redacted], I placed an order for a box of 20 Victor Sinclair Cabinet 99 cigars and paid by check, which has cleared my bank. However, as of October 23, [redacted], I have not received the order despite speaking to three customer service representatives. Similarly, on September 16, [redacted], I ordered 20 H. Upmann cigars and 20 Victor Sinclair cigars, paying by check which cleared, yet as of October 23, [redacted], I have not received this order after contacting three representatives. I have since canceled both orders on October 23, [redacted], and requested a full refund, being informed that I should expect it within 10 to 12 days by check. The delay and lack of service in fulfilling these orders as advertised in the catalog have left me very disappointed.

I purchased 20 of the GURKHA Legend overruns and have been disappointed with their quality. Out of the 20, 5 cigars unraveled while smoking. One cigar had the wrapper completely come off, making it unsmokable halfway through. Thompson offered me a $15 certificate for my next order, which I found inadequate given the $54 cost of the order. I had a great experience with my first order of a different cigar from Thompson and recommended them to others. However, this recent experience has made me reconsider. I have photos of the unraveled cigar if you'd like to see. I believe a $15 credit does not sufficiently address the issue at hand.

I'm a former customer from about 4 years ago. Due to health issues, I've been unable to place orders until recently. I requested a catalog, which arrived after 2 1/2 weeks. After ordering from the catalog on 9/20/20, I only received half of my order on 10/3/20. When contacting customer service, I provided the order details as my customer number and order number were missing from the partial shipment. They had an outdated phone number from years ago in their system, although I had updated it on the new order form. The cigar I wanted was out of stock, and after some back and forth, they agreed to ship a different one. However, I'm puzzled about the 3-day shipping fee I paid for. I'm also unsure if I needed to include sales tax for Wisconsin. Can you please provide me with my Customer number for future reference? Thank you, Richard S.

I recently received my cigar order of Don-PM +PK100+[redacted]-21 from the TC-Catalogue for Don Oswaldo Madura Cheroots. After trying them, I have to say these are the worst cigars I have ever had! They are extremely hard, have a terrible taste, won't draw properly, and keep going out. I am thoroughly disappointed with them. Unfortunately, I gave away half of them to my son before even smoking one myself. For $62, I could have bought better quality cigars at my local store. I regret not returning them, but most of them are already gone. I am 80 years old and deaf, that is why I'm reaching out by email rather than calling. Still disappointed with the product I received.