Cuban Cigars レビュー 83

Cuban Cigars からの回答

2025年11月3日

Thank you for bringing this to our attention. We would like to clarify that Duty Free Cigar Co (dutyfreecubancigars.com), based in Geneva, Switzerland, is not affiliated with Mail Cuban Cigars or any representatives posting on their behalf.

This review appears to have been incorrectly associated with our business. We have contacted Trustpilot support to resolve this misattribution and ensure accurate information for our customers.

If you have any questions about our services or products, please contact us directly through our official channels.

Best regards,
New Management Team

Cuban Cigars からの回答

2025年10月31日

Dear Bachar,

Thank you for sharing your experience. We want to sincerely apologize for the terrible service you received from the previous owners of this domain.

We are the new owners of Duty Free Cigar Co. We recently acquired this business and are committed to completely transforming the customer experience with:

✓ Authentic premium products ✓ Fast and reliable shipping to the US (free shipping available) ✓ Transparent communication - real tracking numbers and responsive customer service ✓ Quality guarantee

We understand your frustration and would like to earn back your trust. We'd be happy to send you complimentary samples so you can see the difference in our new operation firsthand - no payment required upfront.

If you're interested, please reach us at: contact@dutyfreecubancigars.com

Again, we deeply apologize for your previous experience. We're here to make things right.

Cuban Cigars からの回答

2025年11月3日

Dear Richard,

Thank you SO much for this exceptional 5-star review! 🌟

As one of our very first customers under NEW OWNERSHIP, your feedback means the world to us and confirms we're delivering on our promise of quality and service.

WE'RE THRILLED YOU EXPERIENCED: ✅ Sealed boxes with perfect condition cigars ✅ Top-notch, responsive customer service ✅ Hassle-free process from order to delivery ✅ Authentic Cohiba, Montecristo, and Partagás

Your trust and recommendation help us rebuild this brand's reputation the RIGHT way. Thank you for believing in us from the beginning!

We look forward to serving you again soon!

Best regards

Cuban Cigars からの回答

2025年10月31日

Dear Ellie,

Thank you for your review. We want to address your concerns directly.

At the time of your experience (January 2024), we were not yet operating this business. We are the new owners of Duty Free Cigar Co. and only recently acquired this domain and business.

We completely understand your frustration with the previous management, and we sincerely apologize for the negative experience you had under their operation.

We are committed to running a legitimate, transparent business with:

✓ 100% authentic Cuban cigars ✓ Fast, reliable shipping to the US (free shipping available) ✓ Real tracking information and responsive customer service ✓ Secure payment processing

We would love the opportunity to restore your confidence in this brand. If you're willing to give us a chance, we'd be happy to send you complimentary samples to demonstrate our commitment to quality and authenticity - no payment required.

Please feel free to contact us at: contact@dutyfreecubancigars.com

We're here to prove that under new management, Duty Free Cigar Co. is a trustworthy company.

Best regards,

Cuban Cigars からの回答

2025年10月31日

Dear Sam,

We sincerely apologize for the terrible experience you had with your order #19113 back in 2020.

We want to clarify that we are the new owners of Duty Free Cigar Co. We recently acquired this business and were not involved in any operations during 2020. The previous management was responsible for the complete lack of service and communication you experienced, and we deeply regret what happened to you.

Unfortunately, we do not have access to old order records or payment information from the previous ownership, so we cannot directly process refunds for past orders. However, we want to make this right in some way.

As a gesture of goodwill and to show you what our new operation stands for, we would like to offer you:

Complimentary premium cigar samples (no payment required)
A significant discount on your first order with us
Fast, reliable shipping with real tracking information
Responsive customer service - we answer every inquiry
We understand if you're hesitant to trust this brand again, but we're committed to completely transforming this business with transparency, quality products, and excellent service.

If you're interested, please contact us at: contact@dutyfreecubancigars.com

Again, we apologize for what the previous owners put you through.

Best regards,

Cuban Cigars からの回答

2025年10月31日

Dear Angelo,

We sincerely apologize for the frustrating experience you had with your order back in 2020.

We are the new owners of Duty Free Cigar Co. We recently acquired this business and were not operating during the time of your order. The previous management was responsible for the poor service and complete lack of communication you experienced.

We understand how disappointing it must have been to pay for cigars and never receive them or even a response. That is completely unacceptable, and we're committed to ensuring nothing like this ever happens under our management.

We would like to make this right. While we cannot access old orders from the previous ownership, we want to offer you:

Complimentary premium cigar samples - no payment required
Free shipping on your first order with us
Real-time tracking and responsive communication - we answer every message
A chance to see how different our operation is
We're here to rebuild trust and show you what authentic customer service looks like.

If you're willing to give the new Duty Free Cigar Co. a chance, please reach out to us at: contact@dutyfreecubancigars.com

Again, we apologize for what happened under the previous ownership.

Best regards,

Cuban Cigars からの回答

2025年10月31日

Dear Glenn,

We are deeply sorry for the terrible experience you had with order #18207. Losing $1,300 with no product, no communication, and broken promises is absolutely unacceptable.

We want to be completely transparent: we are the new owners of Duty Free Cigar Co. We recently acquired this business and were not involved in any operations in 2019. The previous owner (Damian) and his management were responsible for this inexcusable treatment, and we understand your anger and frustration.

We recognize that $1,300 is a significant amount of money, and what happened to you was wrong. Unfortunately, we do not have access to financial records or funds from the previous ownership to process refunds for old orders.

However, we want to make a meaningful gesture to show you we are completely different:

If you're willing to give the new management a chance, we would like to offer you:

Substantial store credit toward a future order
Premium cigar samples sent free of charge - no payment upfront
Guaranteed fast shipping with full tracking
Direct communication - you'll have our personal attention
We understand if you never want to hear from this company again - that's completely valid. But if there's any way we can begin to restore your faith, we're committed to trying.

Please contact us at: contact@dutyfreecubancigars.com

Again, we sincerely apologize for what the previous ownership put you through.

Best regards,

Cuban Cigars からの回答

2025年10月31日

Dear Jack,

We are truly sorry for the nightmare experience you endured with your January 2020 order. Reading through your multiple updates and seeing how Damian repeatedly lied to you, ignored your emails, and even asked you to remove reviews is absolutely disgraceful.

We want to be crystal clear: we are the NEW owners of Duty Free Cigar Co. We recently acquired this domain and business. Damian and the previous management are NO LONGER involved in any way. We were not operating during 2020 and had no connection to the fraudulent practices you experienced.

Your detailed account shows a pattern of:

Broken promises and constant lies
Ignoring 30+ emails and phone calls
Manipulating customers to remove negative reviews
Taking money with no intention of delivering
This is the exact OPPOSITE of how we operate.

Under new management, we guarantee: ✓ Honest communication - we respond to every inquiry within 24 hours ✓ Real inventory and shipping - if it's listed, it ships fast ✓ Full transparency - real tracking numbers, no excuses ✓ No manipulation - we earn trust through actions, not by silencing complaints

We understand if you never want to deal with this brand again - that's completely justified. But if you're willing to see how different we truly are, we'd like to send you complimentary premium samples with tracking - no payment, no strings attached.

Contact us at: contact@dutyfreecubancigars.com

Damian's era is over. We're here to rebuild this business the RIGHT way.

Best regards,

Cuban Cigars からの回答

2025年10月31日

Dear Skorupa,

We sincerely apologize for what happened with your $367.00 order. Being charged, ignored, and receiving nothing in return is completely unacceptable.

We are the new owners of Duty Free Cigar Co. Damian and his previous team are no longer involved with this business in any way. We recently acquired this domain and were not operating during the time of your order.

What you experienced - taking money and providing zero communication - is fraud, and we understand why you called it exactly that. That is NOT how we do business.

Under new management: ✓ No payment until we ship - or secure payment with immediate tracking ✓ Responsive communication - we answer every email and call ✓ Legitimate operation - real products, real service, real accountability

We cannot access old financial records from Damian's operation to process refunds, but we want to offer you something meaningful: complimentary premium cigar samples shipped with full tracking - no payment required - so you can see we're completely different.

If you're willing to give the NEW Duty Free Cigar Co. a chance, contact us at: contact@dutyfreecubancigars.com

Again, we're sorry for what Damian put you through. We're here to rebuild trust.

Best regards,

Cuban Cigars からの回答

2025年10月31日

Dear Andrew,

We are deeply sorry for the horrible experience you had from December 2019 through July 2020. Your words "create a significant amount of hatred in your soul" show just how badly the previous management failed you, and we don't take that lightly.

We are the new owners of Duty Free Cigar Co. We recently acquired this business. Damian and the previous team who ignored your refund requests and gave you the runaround are completely gone - they have no involvement whatsoever.

You were right to call them out. What they did - taking your money, ignoring your emails, refusing refunds - was wrong. We understand your anger and frustration completely.

We represent a fresh start: ✓ Honest communication - we respond to every message ✓ We honor our word - if we promise something, we deliver ✓ Accountability - real people, real service, real integrity

We cannot access the previous owner's financial records to process old refunds, but we want to show you we're genuinely different. If you're willing, we'd like to send you complimentary premium cigars with full tracking - no payment, no risk - just to prove we're nothing like the people who hurt you.

Contact us at: contact@dutyfreecubancigars.com

We understand if you want nothing to do with this brand - that's completely valid. But if there's any way to restore your faith, we're committed to trying.

Best regards,

Cuban Cigars からの回答

2025年10月31日

Dear Sady,

We sincerely apologize for the lack of communication and service you experienced with your January order.

We are the new owners of Duty Free Cigar Co. We recently acquired this business and were not operating in January 2020. The previous management was responsible for losing track of your order and your money, which is completely unacceptable.

We understand how frustrating it is to place an order and hear nothing - no updates, no responses, no cigars. That's not how a business should operate.

Under new management, we guarantee: ✓ Immediate order confirmations with tracking information ✓ Responsive communication - we answer every inquiry quickly ✓ Fast, reliable shipping - your order won't get "lost" ✓ Transparency at every step

We'd love the opportunity to show you what proper service looks like. If you're interested, we'll send you complimentary cigar samples with full tracking - no payment required - so you can see we're completely different from the previous operation.

Please contact us at: contact@dutyfreecubancigars.com

Again, we apologize for what happened under the previous ownership.

Best regards,

Cuban Cigars からの回答

2025年10月31日

Dear Rodel,

We sincerely apologize for your terrible experience with order #18653. It's especially disappointing because your first order went smoothly, which gave you confidence to order again - only to be let down completely by Damian and the previous management.

We are the new owners of Duty Free Cigar Co. We recently acquired this business and were not involved in operations during 2019. Damian and his team are completely gone - they have no connection to our operation.

You deserved consistency and reliability, not to have your trust betrayed on your second order. What happened to you - ignored emails and undelivered products - is exactly the kind of poor service we're working to eliminate.

Under new management: ✓ Consistent service - every order treated with the same care ✓ Responsive communication - we answer all inquiries ✓ Reliable delivery - real tracking, real accountability ✓ Better service - we're here to earn back trust

We'd like to show you what consistent, quality service looks like. If you're willing to give the new Duty Free Cigar Co. a chance, we'll send you complimentary premium samples with full tracking - no payment required.

Contact us at: contact@dutyfreecubancigars.com

You deserve better service - and we're committed to providing it.

Best regards,

Cuban Cigars からの回答

2025年10月31日

Dear Corey,

We sincerely apologize for the complete lack of communication and delivery you experienced. A month without any response or product is unacceptable, and we understand why you suspected it was a scam.

We are the new owners of Duty Free Cigar Co. We recently acquired this business and were not operating in April 2020. The previous management who ignored your emails and phone calls and never delivered your order are completely gone.

Your conclusion that "this has to be a scam" was justified based on that experience - no communication for a month after taking your money is fraud.

Under new management: ✓ Immediate order confirmations with tracking information ✓ Responsive communication - emails and calls answered within 24 hours ✓ Fast, reliable delivery - no month-long waits with silence ✓ Legitimate operation - real products, real service, real accountability

We'd like to prove to you that we're completely different from the previous operation. If you're interested, we'll send you complimentary cigar samples with full tracking - no payment required - so you can experience proper service.

Contact us at: contact@dutyfreecubancigars.com

Again, we apologize for what the previous ownership put you through.

Best regards,

Cuban Cigars からの回答

2025年10月31日

Dear Robert,

We sincerely apologize for the terrible experience you had. Trying to check your order status only to find the website completely down, and then losing access to email contact information, shows just how chaotic and unprofessional the previous operation was.

We are the new owners of Duty Free Cigar Co. We recently acquired this business and were not operating in April 2020. The previous owners who let the website crash and left you unable to track your order or even contact them are completely gone.

Your frustration was completely justified - the website going down while you had an outstanding order is unacceptable. You were right to threaten an AMEX dispute; that was probably the only leverage that would have gotten any response.

Under new management: ✓ Stable, functional website - accessible 24/7 for order tracking ✓ Reliable contact information - contact@dutyfreecubancigars.com always works ✓ Proactive tracking numbers - sent automatically when orders ship ✓ No website crashes - professional hosting and maintenance ✓ Immediate responses - not 24-hour ultimatums needed

Our email is: contact@dutyfreecubancigars.com - it works, and we respond.

If you're willing to see we're completely different, we'll send you complimentary cigars with full tracking - no payment required, no website access issues, no disappeared email addresses - just reliable service.

You deserved basic functionality. We're here to provide it.

Best regards,

Cuban Cigars からの回答

2025年10月31日

Dear Bubba,

Thank you for being so direct and trying to protect other customers. You're absolutely right - Damian was a scammer, and his attempt to hide negative reviews by reporting them to Trustpilot was manipulative and dishonest.

We are the NEW owners of Duty Free Cigar Co. Damian and his entire operation are GONE. We recently acquired this domain and had no involvement in his fraudulent practices.

We will NEVER: ❌ Report legitimate negative reviews ❌ Try to silence or manipulate customer feedback ❌ Make excuses for poor service ❌ Hide behind technicalities

What we WILL do: ✓ Own our mistakes and respond honestly ✓ Welcome all feedback - positive or negative ✓ Operate transparently - no games, no lies ✓ Deliver what we promise

You were right to warn people about Damian's operation - it WAS illegitimate. We're not asking you to delete or change your review. It's an honest account of what happened, and future customers deserve to see the full history.

What we ARE asking is for a chance to show you we're completely different. If you're willing, we'll send you complimentary premium samples with full tracking - no payment, no strings - just proof that the new Duty Free Cigar Co. operates with integrity.

Contact us at: contact@dutyfreecubancigars.com

Your warning protected others. Thank you for that honesty.

Best regards,

Cuban Cigars からの回答

2025年10月31日

Dear Sang,

We sincerely apologize for what happened to you. Your experience - paying money and receiving absolutely nothing, not even a response - is inexcusable.

We are the new owners of Duty Free Cigar Co. We recently acquired this business and were not operating in March 2020. The previous management was responsible for taking your money and providing zero service.

You were right to warn others to stay clear of that operation. It WAS a scam under the previous ownership.

Under new management: ✓ Real products delivered - no payment without delivery ✓ Responsive service - we answer every inquiry ✓ Legitimate business - proper tracking, real accountability ✓ Complete transparency

We understand your warning was justified. If you're willing to see how different we are, we'll send you complimentary cigars with full tracking - no payment required - to prove the new Duty Free Cigar Co. is legitimate.

Contact us at: contact@dutyfreecubancigars.com

Again, we apologize for what the previous owners did to you.

Best regards,

Cuban Cigars からの回答

2025年10月31日

Dear Shelden,

We are truly sorry that your Christmas gift for your husband turned into such a frustrating and disappointing experience. Ordering in early December with the hope of a special holiday present, only to be ignored for months and lose $150, is heartbreaking.

We are the new owners of Duty Free Cigar Co. We recently acquired this business and were not operating in December 2019 or March 2020. The previous owner was responsible for taking your money and completely ignoring your requests for updates or a refund.

Your husband never got his Christmas present, and you lost $150 - that's unacceptable, and we understand your anger completely.

Under new management: ✓ Fast, reliable shipping - especially for special occasions ✓ Responsive communication - we answer every inquiry ✓ Real tracking information - you'll always know where your order is ✓ We honor refund requests - no ignoring customers

We cannot access the previous owner's financial records, but we'd like to make a meaningful gesture. If you're willing to give us a chance, we'll send premium cigar samples to you and your husband with full tracking - completely free - so you can see we're nothing like the previous operation.

Contact us at: contact@dutyfreecubancigars.com

Again, we're deeply sorry your Christmas gift never arrived.

Best regards,

Cuban Cigars からの回答

2025年10月31日

Dear Charles,

We sincerely apologize for what happened with order #18909. You're absolutely right - taking money, not delivering products, and then ignoring all emails is theft, plain and simple.

We are the new owners of Duty Free Cigar Co. We recently acquired this business in 2025 and were not operating in February 2020. The previous owners who stole your money and ghosted you are completely gone - they have zero involvement in our operation.

Your warning to others was justified. Under the previous management, it WAS a fake operation run by thieves.

Under new management, we are a LEGITIMATE business: ✓ Real products delivered - we ship what you pay for ✓ Transparent communication - we never ghost customers ✓ Honest operation - no theft, no scams, real accountability ✓ Full tracking on every order

We understand if you never want to deal with this brand again - that's completely fair. But if you're willing to see that we're genuinely different, we'll send you complimentary premium cigars with full tracking - no payment required - to prove the new Duty Free Cigar Co. is legitimate.

Contact us at: contact@dutyfreecubancigars.com

Again, we're sorry for what those thieves did to you.

Best regards,

Cuban Cigars からの回答

2025年10月31日

Dear Dustin,

We sincerely apologize for the unprofessional treatment you received with order #17619. Being ignored, unable to get a tracking number, and having calls go straight to voicemail is completely unacceptable business practice.

We are the new owners of Duty Free Cigar Co. We recently acquired this business and were not operating in June 2019 or February 2020. Damian and his operation are completely gone - he has no connection to our business whatsoever.

You were absolutely right to call him a scammer and warn others to buy elsewhere. Under his management, that's exactly what it was.

Under new management: ✓ Real phone support - no voicemail runaround ✓ Immediate tracking numbers - as soon as orders ship ✓ Professional communication - we respond to every email ✓ You get what you pay for - guaranteed delivery with proof

We understand your recommendation to shop elsewhere was valid at the time. Now we're asking for a chance to show you this is a completely different operation. If you're willing, we'll send you complimentary premium cigars with full tracking - no payment required.

Contact us at: contact@dutyfreecubancigars.com

Damian's unprofessional scam is over. We're rebuilding this business the right way.

Best regards,