Mike's Cigars - Bay Harbor Islands

For Mikes online sales: I had an issue with a recent purchase of a cigar sampler which involved one of the cigars being replaced with another that I considered to be inferior. After contacting customer service by phone Brendan agreed to send the correct size (it had been temporarily out of stock) at no extra charge. I appreciate good customer service. George W.

I received a moldy cigar this week, and despite sending them photos, they insisted it was in perfect condition (see attached photo). After requesting a refund, they informed me that I would need to pay for the return shipping and claimed to have inspected the cigar before it was shipped. They suggested that if any issues arose during shipping—such as improper storage or excess humidity—it was not their responsibility. I strongly disagree and will not be purchasing from them again. It's disappointing that I received a cigar with mold, and they would expect me to cover the cost of their error. Additionally, the cigar was heavily damaged and bent, with the wrapper peeling off. Be cautious before ordering from them.

I did some research on this restaurant and came across a few negative reviews concerning their customer service and online transactions. However, I believe this criticism is completely unfair. Before I placed my first order—a $550 box of 20 Padron 40th anniversary cigars—I had quite a few questions and almost bombarded them with emails. To my surprise, they responded to each inquiry within 30 minutes (thank you, Natalie!), and their professionalism remained consistent throughout the process. I opted for regular shipping, but they upgraded my order to express shipping at no extra cost! This experience definitely deserves a solid 5-star review. I honestly wish I could give them more stars because they truly earned it. One suggestion for improvement would be to offer free shipping on larger orders, as many online stores do. Other than that, I want to extend my heartfelt thanks to the team—I’ll definitely be back for more!

When the next person came on the line, he was quite rude. He threatened to have the post office send an investigator to my home to look into the missing items and, in a roundabout way, accused me of lying, especially since this was my first time ordering from them. I asked to speak to a supervisor and was told that wasn’t possible. After being accused of dishonesty and denied further assistance, I expressed my desire to return the order, but that was also refused. I typically shop around for the best prices online when buying cigars and was genuinely excited to find this company due to their prices. However, what’s the point if part of my order doesn't arrive and I’m treated this way over the phone? I’m a firefighter paramedic with 19 years of service, and I won’t tolerate being called a liar.

I've been a loyal customer without any complaints until now. I recently ordered a box of Don Diego cigars that turned out to be unsmokable. I sent a polite email to their customer service, but I never received a response. Two days later, I called and was told to send another email, with a promise of a callback that same day, which never happened. When I called back three days later, I was informed that they hadn't received any other complaints about that brand and that I wouldn't be receiving a credit. It seems pretty clear that they're avoiding me by not returning my calls. Well, I guess JR Cigar will get my business instead.