I wanted to share a recent experience with Cigars International that started with an unbelievable deal and ended with something even better: a reminder that outstanding customer service still exists.
I came across a listing for the Man O' War Mega-Sampler III, containing 25 cigars, priced at just $10.99. I ordered three, for a total of 75 Man O' War cigars.
The final cost, including tax, was $35.61 delivered. That's approximately 47.5 cents per cigar.
Anyone familiar with Man O' War knows how ridiculous that price is.
There was one problem: the price was apparently an error, and my orders were canceled. Twice.
Now, I understand that pricing mistakes happen. I wasn't interested in being unreasonable or treating customer service representatives poorly over something they didn't cause. But I did believe it was worth respectfully pursuing the matter.
That's where three Cigars International employees made all the difference.
Jason took the time to work with me and made a genuine effort to get the order processed. Although it was subsequently canceled again, I appreciated his willingness to help.
Michelle continued working with me, treated my concerns seriously, and did what she could within her authority. Her professionalism and courtesy stood out.
Then came Christie, a resolution specialist who personally called me after I shared my experience through a customer review. She listened, reviewed what had happened, and ultimately arranged for CI to honor the original pricing.
But she didn't stop there. Christie followed through to make sure the order actually shipped, with upgraded expedited delivery.
On October 19, all 75 cigars arrived in perfect condition.
The shipment included five different Man O' War blends, 15 cigars of each:
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Original
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Virtue
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Ruination
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Ruination 10th Anniversary
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Valkyrie
They're now resting comfortably in their new humidor.
I've already sent a separate email to Cigars International management recognizing all three employees, because people who go above and beyond deserve to have their efforts acknowledged.
The reason I'm sharing this isn't to encourage anyone to demand that retailers honor every pricing error. It's to recognize how a difficult situation was handled with patience, professionalism, and genuine follow-through.
CI could have simply closed the matter after the cancellations. Instead, three employees made the effort to help, and the company ultimately stood behind the resolution.
Sure, getting 75 excellent cigars for $35.61 is a deal I'll probably never beat.
But the part I'll remember most is how I was treated.
Thank you, Jason, Michelle, Christie, and Cigars International. Outstanding customer service deserves to be recognized.
And to my fellow cigar enthusiasts: sometimes the best part of a great deal isn't just what's in the box. It's the people who helped get it there.
