"Rebecca Luckey was very amazing . Thank you "

"This Co. has terrible communication problems.
I placed my initial order on 1 May 2020, by 17 May, I still hadn't received my order. I called again and told my NEW order would be expedited in 4 days since my initial order had been lost in transit.
That 2nd order was never processed (it wasn't sent out, and they could not tell me why????) My 3rd order handled by Supervisor Carol,finally was processed and delivered on 27 May. I was contacted by Supervisor Kristin by phone, but I was driving, i called her back about 20 mins. later
I was told she was at lunch( I've heard this excuse on 2 other calls) and she would contact me in 30 mins.
As of 2 June, I still had not been contacted. On 2 June I received an email stating that they were going to give me a store credit of $183.99 if I wanted, or they would refund my money back on my card.
I called Famous Smoke today(2 June) to tell them I'd like a credit and I'd try using them again. They stated that since I finally received my order that, that credit was no longer good.
Nowhere in that Email does it state that. If this went to court they would lose. I will NEVER use Famous Smoke Shop again, and will encourage other to do the same. This Company is full of excuses with spotty at best communication.
NEVER AGAIN, looking for another online retailer for my business. "

"Bought 10 six packs of Romeos 9 packs were rolled so tight you could not smoke them I think they were seconds.
"

"the cigars are not consistent . customer service BAD shipping is the worst on the planet. now there charging $11.00 for 3to5 day shipping which never gets delivered on time. They have some lame excuse that ups won't deliver the small cigars any more. Other vendors don't seam to have this problem? company going down the tubes wont buy from them any more. there a better vendors out there with far better service."

"I've ordered here several times and the few times I've gotten some random cigar that was broken, they went above and beyond with customer service. I'll shop no other online place. Plus, they always have great freebies. :)"

"I have been a customer of Famous for 12-15 years. Now that I have my first issue, a shipping problem. The customer service supervisors tell me to go pound sand and pay $33 for shipping a $60 order to fix it. No help or effort.

DON'T BUY FROM THEM! Worst customer service I've seen in quite some time."

"I don't know WHAT everyone is talking about bad customer service... Yes, i was going to cancel my order because it took a full day to verify my SSN (one time verification) but I am SO glad I didn't. I paid for the LEAST shipping and it got to me within 3 days!!! I have NEVER had an experience like that with USPS EVER! USPS is the WORST shipping any company could use because it's a toss up of the type of service you will get from each warehouse. UPS has never given me one issue with service. Customer service was also great as well when we talked through email. Very quick response, withing 5-10 minutes of me sending an email. Prices are the BEST on this site, will shop again and again."

"1st Time User ... Outstanding service & packing the cigars for shipping ... Economy shipping ... At my doorstep in 4 days in Waco,TX"

"I placed an Order with Famous Smoke Shop almost a week ago. Customer Service was really bad for me....but maybe other people will have a positive experience. I was expressly told I would receive a call back to confirm my credit card order and shipping within 48 hours. 7 days later I call and confirm I've called them three additional times and no-one has called me back to confirm the order or the shipping. We have call tracking and yes...no one called. No genuine apologies or attempts to fix it were made. Instead I was given novella of excuses peppered with illogical statements: (i) "I'll leave a voicemail for her to call you back Sir....Sir she's busy...Sir its a busy season of us (as though I'm not busy and do not mind calling back 4 times in a week); (ii) She left early for the day again and she doesn't work weekends so I'm not in that department and I can't help you; (iii) it shows here that she e-mailed you....wait...oh no.....she was supposed to call you, not e-mail you.....ooops; (iv) Anyways, we only have 1 of the 3 items you requested....so the shipping is worth more than the smokes ....but she can send it out in a couple business days if you want to pay the shipping and we'll have to leave a voicemail message for her to call you back to do that for say Monday." I said, "you know what....would you mind please just cancelling my order. I don't need a voicemail to respond to my voicemail to call me back and confirm my order." They fumbled around and made more excuses and then said they'd try to e-mail a manager but I was so disappointed I told them to just cancel it. It was way too much work. Would have been easier to just grow the tobacco and roll the cigars myself."

"I don't get why this company would make such poor choices with their customer's orders. Using UPS SurePost ensures that the customer will NOT get their packages in any sort of a timely basis. My product was shipped on Thursday and didn't arrive until a full 7 days later even though I paid full shipping costs for a more premium service like USPS Priority Mail (would have been 2-3 days) Their attempt to make additional money off my payment of shipping costs by using a sub par service certainly backfired as I will NOT be ordering again.

So simple, but so costly by losing customers."

"Placed an order, my mistake I had the incorrect billing address. Call back one week later after realizing it's been a week, they told me the issue gave them the correct billing address and now they shipped the package to the billing address instead of my home. Frustrated I was looking forward to these cigars now not sure I want them."

"They are my go to store for great cigars . Very fast shipping . Use to use Thompson cigar, son told me to give famous smoke a try and haven't looked back. Keep up the good work."

"Best online cigar shop ......Period, End of Story
Largest supply of all premium hand made cigars around the world AT THE LOWEST PRICES. I know, because I used all the others or shopped all of them.

Freshness of product again.....SUPERIOR to any of the other large resellers you may see ads from . Never received damaged, dried out product, (wrapper cracks, wrapper leaf unpeel)

My review based on 10 years of buying from Famous "

"I used to order the Good Times robustos. Fair shortfiller at an ok price. I recently found metal chips inside the cigars (when I was smoking one) from the machine blades used to chop the tobacco. The piece of metal fell on my leg and burned a hole through my $30.00 dockers. I called and complained to a manager and took pics, downloaded them and sent them to him at his request. All I got was a free box of the cheap good times and not even a free premium for my trouble of taking photos and e mailing them, not to mention my ruined pants. Crappie way to keep the customer happy in the long term. Now I spend the $700-$800 a year on cigars somewhere else. Great way to lose a customer famous."

"Called in after placing my first order, only to find out that they shipped my cigars to my billing address instead of my shipping address, even after I had emailed them to confirm that they got the two correct and that they would not be confused. The customer service agent was extremely pushy and defensive when I was trying to find out how they were going to fix the issue, and I wasn't satisfied with "We'll deal with it once you receive the cigars at the wrong address... just call us back"

I quickly asked to speak with a supervisor so that we could reach a resolution by the time we got off the phone, where Renee (the supervisor) would tell me that it was my fault for their system sending my items to the wrong address, and that she would send out replacement cigars immediately. One week after that call, I called for a status update on my cigars, and quickly found out that the replacements had not been sent, nor would they be sent until my old ones were returned, which was not what Renee and I had discussed.

My interactions with famous-smoke.com have led me to believe that customer satisfaction is not their priority. Follow through is lacking, and they do not trust their customers. Clearly this company has been around for long enough that they don't care about satisfying or impressing new customers. It's interactions like these that will keep my local cigar shop in business. My local shop would never treat me the way famous-smoke has. There's something to be said about being welcomed into a store, walking into the humidor, choosing a cigar, and being appreciated by the staff when you leave. Famous-Smoke.Com did none of this for me.


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Update 5/4/2015:


Immediately after writing my original review of famous-cigars.com, I decided to share my experience on twitter, as well as tag Famous Cigars in my post (@FamousCigarShop #cigars). I'm pleased to report that while their customer service department who handles incoming phone calls might not put much importance on customer relationships or satisfaction, they DO care about social media interactions & posts about them. As a consumer, I think that it's shame that one would need to turn to social media in order to get action and reach a resolution with a company, but I WILL say that once the online customer engagement department found my post, they wanted to do whatever they could to make things right. Gina (Customer Engagement Manager) from Famous Smoke did not take my comments on twitter lightly, as she looked into the matter immediately, and offered an above-and-beyond resolution, which included a consolation gift for my package being over a week late, and she topped it all off with over night shipping to my house. THIS is customer service. THIS is what I had wished for when I called in to get my order fix. Accountibility and customer appreciation is all I wanted from famous-smoke. While I didn't get it the first time around, all was well by the end."