"I paid extra for shipping even with an offer for the free shipping promotion so the nicotine would arrive quickly. It took 10 days. When the order reached my city on the fourth day I was happy because it would be on time. It didn’t arrive when it was in my city. It was shipped to a different state and sat in a warehouse for days.
Not a big deal. USPS can have problems and I know how shipping works. On the third day of being in a different state, I reached out to them to hopefully get the difference between the extra I paid and the economy shipping which again was offered for free and I didn’t even ask for a refund for the full amount of shipping. I think this is fair. 3 days later I got a boiler plate, copy pasted sorry that it’s running late. So they just straight out ignored my request. So I wrote a fair 2 star review of the service and suddenly they paid attention.
They sent me an email today 17 days after the purchase, but differently from the robomail that was 3 days after my complaint, I was contacted hours after the review and Emily told me they would refund the shipping amount which is correct to do but the email was one of the most passively condescending experiences I’ve ever had in doing business. Emily explained to me how shipping worked as if it was my first time ordering a product online. In the condescension Emily explained that the shipping tier I paid for is 2 business days slower than USPS’s website for the shipping I paid for and also their competitors’ shipping for the tier I paid for correctly matching the USPS site.
Through this experience I have found there to be better deals on competitors’ sites anyways without having to jump through discount codes and promotions of Famous’s inflated prices to be able to get the products for still more expensive than competitors. So I feel lied to, treated like a child, slightly impressed at how quickly they responded to shift blame when they finally did want to contact me about the messed up order, very disappointed at the painful slowness of their normal operations when they don’t want to make a messed up order correct to a customer, and the recompense for it all is $12 that I would have saved anyways if I had not paid for faster shipping that ended up arriving later than ground from any other store I’ve ordered from in my 25 years of buying from online stores.
The only service that was positive they did for me was forcing me to no longer do business with them as their competitors are cheaper and better quality with none of this run around in purchasing off their slow convoluted website, horrible shipping, and offensive customer support. I want to thank them in one way and that’s for taking the scales off my eyes that competitors are cheaper and better. I’ll be going elsewhere for a better experience and anywhere will be a better experience than buying from this smoke and mirrors smoke shop."
"Placed an order for $318.00. received a call from them asking me to send them a photo copy of my drivers license and credit card! I told them they were absurd, no other internet cigar retailer does that. They then informed me that they would then cancel my order! Be very careful here! "
"VERY BAD SERVICEת CANCELED MY PURCHASE, wanted charge very lot of money extra the purchase"
"Has taken over 3 weeks to solve an issue of a lost package. The package was declared lost by UPS, instead of replacing or shipping my order, famous smoke shop took care of it by telling me to claim my credit card for it "
"Placed an order on 8/30/2022, how is it that an order that is only 1 hour and 50 minutes away take so long to arrive? I can literally ride my bike from my location and get there in 8 hours and pick them up or even take a nice 1 day walk and get there. Sheesh.. How is it that a company can be so bad with their shipping? I’ve ordered things from overseas which have gotten here quicker than what this company is capable of doing. This is the first and only time that I will order anything from here again. I rather support a brick and mortar shop and pay a little extra. As of today 09/06/2022 I have no updates on my order. I will wait until tomorrow and see what the outcome is. If no product is at my door I will be contacting my credit card provider and having them reimburse my money back to my card for non delivery of product. Such a shame this company can have so much potential. "
"I was a regular for years ago and recently started ordering from them again. First the shipment was scheduled to deliver by ups on Friday but package missing. Blame this on UPS. I waited for a few days and apparently Famous did not know it was missing. I called to let them know to ship a replacement. They sent replacement to my old defunct work address. I emailed them about the mistake and they apologized and promised to send a replacement. Never receive my replacement. This will be my last order with Famous. "
"Started using Famous a couple of months ago.
I’ve had more than one issue with delays in shipping.
Ordered a box 4 days ago and paid for Priority shipping so I would have it in 3 days.
Their website and the USPS website indicates a label was created and still awaiting pickup by the USPS.
Last time I had this issue I emailed them - no response - but coincidentally my box was picked up.
Emailed again this time - no response - too early in the day right now to see if it was picked up.
"
"They have multiple options for shipping. I've waited weeks for my cigars to come in the past with the economy option (the cheapest). So this time, I decided to shell out the $32 for next day air (the most costly).
I don't know about you, but 'next day air' means I get it next day. Not after the entire weekend has gone by. I don't care when your cut off is - Next day is next day is next day. To me, this kind of bait and switch is a clever way of duping customers into paying more for shipping without the intent of actually moving expiditiously.
Their cutoff for orders is noon, so...according to them, if you put in an order at 9pm for the next day, it won't register in their computers until afternoon of the next day...which means your order doesn't actually begin shipping until 2 days from the time of ordering. At that point, you're at the mercy of Famous smoke's convoluted web of factories, storage facilities, shipping clerks and scanning systems that all move at their own pace, which if calibrated would take a team Rainman-esque mathematicians a lifetime to analyze.
There should really be a conversion chart to more accurately reflect the projected shipping times of Famous Smoke shop.
I have taken the liberty of whipping up a crude scale.
Economy shipping - expect your cigars never
Priority USPS - expect your cigars in 3 1/2 weeks
UPS 2 day air - expect your cigars in 7 days
UPS next day air - expect your cigars when we're good N' **** ready.
Screw this company. They lure you with solid prices on cigars, then double anal ram you in your **** on the shipping.
I'm done.
Do yourself a favor and find a good mom n pop shop and support them. Sure, you'll pay a bit more in store, but you'll have the satisfaction of supporting a small, local business AND...taking your cigars home to smoke same day.
(Middle finger in writing)
"
"What a joke Famous Smoke has become. I've been a monthly customer for over 20 years, but I'm done. Last 3 orders have arrived late. Can't post an order online...always some error message and have to call customer service. And, despite customer service agent promising for same day shipping, good luck. What a clownshow this comnpany has become. I'm DONE!!!!!"
"I joined just because this was the first result that showed up on Google searching for "Famous Smoke Shop Review" and want to share that I have had superb experiences with ordering from them online. This last order was shipped, but lost by usps, after getting ahold of them they found a suitable resolution for me quickly (much quicker and much less questions than I expected). I have dealt with many other companies that had great customer support, but Famous Smoke Shop has surpassed my expectations and feel like this is the least I could do, give credit where due.
Also the cigars I have received in the past from them have been as good as you'd expect from any online seller or as good as going to my local shop. "
"Never received email stating cigars were shipped and never received cigars but was told it’s no fault of famous cigar cause they shipped and said they were put in my mailbox. Do not buy anything from Famous cigar. Much better options out there"
"Placed an order and was randomly picked as some sort of "suspect ".
I received an email titled Case 1538421. Wanting me to call and give them my info again. REALLY CASE 1538421 how many people do you have to accuse of fraud a day to reach those numbers???"
"I have been ordering from Famous Smoke shop for a couple of years. It has never been a pleasant experience. Their website is slow and the customer service is awful. To recap real quickly my "top" experiences that stand out. My husband was in Georgia on a business trip and I overnighted a box of cigar for delivery straight to his hotel. The order was delayed due to "age verification" by some young kid taking the phone order, I am 57, paying by credit card, well spoken and certainly sound my age. Our account was at least 1 year which resulted in my husband buying single cigars ($$) in Georgia because shipment was delayed by 2 days. The overnight was not honored or reimbursed. Second time, their website was compromised, of course, another shipment was in limbo, no explanation, no reimbursement for inconvenience for a couple of weeks!! Now this time, paid 22.99 on Thursday night for quick delivery and here I am MONDAY still waiting for an order. This shop 30 minutes away. It never scanned until after 5pm at their Easton location on Friday. They made NO attempt to honor the delivery we chose. This is unacceptable and I am moving on to a different shop that I already researched. Cheaper too, hope the people there are a bit more respectful to their customer base. They take your money for quick shipment then do not honor it and they are very rude and inept.. I am SO DONE with this place."
"I was concerned about my order during their ransomware attack, but they kept me informed of the situation and came through without missing a beat. This outfit gets high marks for excellent product quality, prompt service, and attention to detail. "
"Would never answer my emails..... Only when I called did they respond and that was that I had to wait 10 business days. My product never came and they still are not answering emails. BAD COMPANY !!!!"