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Business Profile

Cigars and Cigar Accessories

Cigar Chief

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cigars and Cigar Accessories.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:19/10/2024

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed and received two orders from Cigar Chief in the past couple weeks. When I received the packages I had my wife video the boxes being opened and all contents inspected as I unpackaged them all. Between the two orders I placed and received there were to be a total of twenty of one particular cigar and brand: ***** and ******* ********* Wide cigars at around $47. / cigar roughly. A total of five of the twenty recieved were damaged and unsmokeable! I sent them an email with the photos of the five damaged cigars and a response was sent back from a customer service representative named "Jadrian" with a seven step process to iniate a return authorization. Only problem is that the process doesn't work and when I contacted him again through the email thread he went " radio silent on me " I had a previous problem with them on a prior order and it was for short shipped order by them. That order they tried to tell me I had only ordered a single cigar from a box when I've never in four years order anything other pkgs. of ten or boxes of twenty five. That was resolved by them checking through the email threads from the order acknowledgement up to the receipt of my couriered package. It was finally acknowledged as their mistake after having to get my ********** involved. It was corrected within a few days with credit issued by them for my missing box of 25 cigars. Now I've been cut off completely from their website.These cigars are around $250. roughly they owe me. I still have photos and video of opening both orders to protect myself as I had read others being treated this way to but had no problems for almost 5+ years and alot!! of orders placed and tens of thousands of dollars Please advise if I can provide photos or any other info you may need; but you should know that since they've cut me off I can't access the two order numbers that are involved. They're the last two order numbers on my account. Oh actually here they are below.

    Customer Answer

    Date: 30/10/2024

    The complaint has been resolved.

    Customer Answer

    Date: 11/11/2024

    This complaint was already resolved and you were in fact already contacted with this info! Please pay attention!

    Regards **** ****** Etobicoke 

  • Initial Complaint

    Date:13/09/2022

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This is my second complaint regarding this business. When I ordered from them, I paid extra for expedited shipping. It took weeks and weeks for me to receive it and they are just two hours away from my house. I emailed them probably 6-7 times with now response at all. Finally, I emailed them indicating that if they didn't respond to me I'd be forced to contact the *** again for help in resolving. Then they responded angrily telling me that if I contacted you I would be banned from their website! This is the first business that I have seen in my lifetime that reacts to dissatisfied customers by getting angry and banning them. Terrible. Wouldn't you think they would call me and try to solve the problem? They obviously do not care about customers or their reputation at all. Cigar Chief does stock products that no other business stocks in Canada. I'd like to remain a customer but I have been banned because I complained. This is unfair retaliation. I simply want the business to communicate with me when they have dropped the ball.

    Customer Answer

    Date: 14/09/2022

    This is a NEW complaint.  It is my second complaint about this business relative to ANOTHER NEW problem.

Cigar Chief is NOT a BBB Accredited Business.

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