7 Customer Reviews
Review from Tony T
1 star03/27/2024
When you order a item from them if they don't have it instead of refunding they send what THEY think is a replacement. Then when you contact them about they sent what you did not order they will let you know it was not in stock ( I read other reviews on this after the fact). Then they will proceed to inform you that you get no send back or refund and offer 1/2 off store credit. Why would I want a store credit when this is the business practice of the company. I would suggest for anybody reading this to stay clear of this shady company, because you as a customer means nothing but a dollar sign to them. In other reviews I have seen that the only time they want to reach out is when the (target) customer leaves a complaint on consumer affairs or BBB. Use this business at your own risk.
Buitrago Cigars Response
03/28/2024
Dear customer
our policy is pretty straight forward and available online 24/7
We sent wrong item yes and we apologized, at same time we offered 1/2 refund as a store credit to avoid the hassle of the return for which you can accept or decline at any given time
You could easily click on the return policy link in our website and enter the information to get a prepaid label to return the unused item for a full refund but instead you have gone around writing reviews in multiple platforms
the return process takes you less than 30 seconds to do and could have done it already
you more than welcome to send item back and we will issue a full refund
thank you
Review from Wendy S
1 star02/29/2024
Ordered cigars, $130.00, a week ago still they have not shipped. They responded one time to my numerous emails to tell me they would ship. Still have not shipped. Won't respond to my email's to refund my money and cancel my order. I guess they are running some kind of racket.Buitrago Cigars Response
03/01/2024
Dear Customer
thank you for the order, however the item you order was on backorder and we emailed you about switching to a different brand and we would cover difference , you never responded so we cancel order 7 days after original email is sent .
we are truly sorry for the inconvenience and that you feel you we run some sort of scam like you claim , but we are one of the only companies that doesnt pay to get reviews block or remove. We are human and learn from the mistakes we make but we embrace every review and dont block or delete them wether is bad or good .
your order got cancelled and refunded due to no response from you not us
thank you
Review from JOACHIM V
1 star07/21/2023
Order placed on 07/14/23. money taken out on 07/17/23. Have not received the order yet. No response to my inquiry/messages.Buitrago Cigars Response
07/25/2023
Hello
We are truly sorry for the delay, order shipped9405511206215943736405
Review from Loren B
1 star06/08/2023
I placed an order totaling $99, the payment was withdrawn from my account the same day. Now 4 days later the order has not been shipped, the 800 number is unavailable and no reply advising me when the order will be shipped.Buitrago Cigars Response
06/18/2023
Hello
We are sorry for the inconvenience, we have refunded $25 for the delay in shipping order.
Review from KENNETH D
1 star01/20/2023
I placed an order 1/8/2023 and have not had any updates or received the product. There is no communication from the company and I spent $109 for cigars (order#*******). There is a recorded msg on their 800 line stating contact them by email, which I did, to no avail. I would never do business with this company again and I believe that they are accepting orders, taking customers' money and simply not delivering any product.Buitrago Cigars Response
01/24/2023
Hello
Order shipped 9405511206213629979368, we had a delayed in the items arriving in our warehouse, we are truly sorry for the inconvenience.
Thank you
Buitrago Cigars Response
01/24/2023
Hello
Order shipped **********************, we had a delayed in the items arriving in our warehouse, we are truly sorry for the inconvenience.
Thank you
Review from kenneth k
1 star06/16/2022
will not respond to my messages i bought cigars trom them cant get an answer when my order will ship been 4 days no replyBuitrago Cigars Response
06/19/2022
Order shipped ********************** We refunded the shipping paid too.Thank youReview from Michelle M.
1 star06/14/2022
Ordered online and there was missing product. The sealed box was open and 25% was missing. The phone listed is not supported. Nasty email in response to my inquiry. This business will take your money and not give you all of what you ordered. They are more expensive as well. Now I have to send back the incomplete order and hope they will honor the purchase. I dont trust them to do the right thing. Mostly they are snotty and do not deserve your businessBuitrago Cigars Response
06/15/2022
We have issued a full refund on entire order not just the single box in question missing 5 little wraps
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.