Montefortunacigars Anmeldelser 272

I had a disappointing experience with this store that reflects poor customer service and weak order management.

In my order, several items were missing because they were apparently out of stock. However, instead of contacting me before shipping to confirm alternatives or ask how I wanted to proceed, the store shipped the order anyway without my approval.

As a result, I paid a significant international shipping cost (around $70) for an incomplete order. This situation could have been easily avoided if they had simply contacted me before shipping.

When I requested a refund for the missing items, I was informed that they were unable to refund the money back to the original payment method due to an issue with their payment processor. The only option offered was store credit to their internal wallet.

Accepting store credit is not a fair solution in this case, because placing another order would require me to pay another international shipping fee of around $70 again, which means I would be paying twice due to their mistake.

Additionally, the compensation they offered was very poor, as they only provided a $5 compensation despite the inconvenience and additional costs caused.

In my view, this approach shifts the consequences of their inventory and operational issues onto the customer. A professional store should confirm stock availability before shipping and provide proper refunds to the original payment method when items are unavailable.

Based on this experience, I cannot recommend this store.

Sent my order back as customs overcharged due to monte not displaying all the necessary information

Pamela is claiming they did. But not a single country on this planet charges you customs on tobacco by the entire weight of the package. They only charge for the actual weight of tobacco.

Monte only displayed the entire weight of my package but not the tobacco weight. Yet they’re still claiming all the necessary information was provided 😂😂so now they’re still charging me a fee to return. What a joke of a company this place has become. That low star rating is inaccurate it should be 1 star or lower!!!

Dog s-hit company.

Ordered 'in stock' cigars in January 2025. Was told they were on back order. Tired of waiting, In June 2025 I cancelled the order and ordered different cigars. I returned them due to excessive customs charges. To date I am still waiting for a refund ONE YEAR LATER from the original order. I emailed today with a simple message "where is my refund", in their reply they
wrote "We categorically reject any suggestion of fraud or wrongdoing. Your case has not been ignored, and your funds have not been taken improperly". I never suggested this, but I think this response speaks volumes. DO NOT USE THIS COMPANY UNDER ANY CIRCUMSTANCES.

Do not deal with this seller.

I ordered cigars in February 2024 and spent ten months trying to import them into the country, without success. The cigars were eventually returned to the seller.

One box was returned to them in January 2025. From that point on, I was repeatedly given excuses such as “you need to wait for processing.” Several months later, I received the same response again. After a few more months, when I asked about the package, I was told that a review had been initiated. A couple of months later, when I asked about the outcome, they asked me what review I was talking about.

Unfortunately, I trusted these statements. The standard Visa chargeback period is 90 days, although in cases of non-received goods it can sometimes be extended up to 560 days. Between ten months of dealing with customs and another six months of meaningless replies, the deadline passed.

I am writing this so others are aware of what can happen in such situations and how they may end.

Additionally, the second shipment from the same order (one order = two shipments) was also returned to the seller. They requested my banking details, but I never received a refund for that shipment either.
I got a lesson for $617.

• No shipping updates for over 7 weeks.
• Repeated emailing with no resolution.
• Customer service giving misleading information.
• Items ordered not actually being in stock.
These are classic red flags for a company that is either mismanaged or potentially engaging in deceptive practices. The fact that their representatives appear trained to "buy time" rather than provide honest updates is especially concerning.

Re Cubans, Desperate times calls for desperate measures, still NOT worth it w MF…. WALK AWAY!!!

Don't buy cigars here. Remember that this store will never give you a refund. You have to contact the credit card center yourself to help you with the refund.

Thousands of us received an email from Montefortuna claiming their new shipping service has a 100% delivery rate. But they won’t guarantee delivery. You can’t claim a 100% delivery rate but not guarantee delivery. You can’t have it both ways. If you have a 100% delivery rate, as you claim, why not guarantee your delivery? You can’t claim 100% delivery rate and not guarantee delivery. This company can’t get anything right. Use a vendor who guarantees delivery. There are plenty of them out there.

Well, the latest from this company is a huge advertising campaign about a new shipping system which they claim is 100% successful getting cigars delivered to USA. Sounds terrific, right? Well, here's the rub: They charge $60 for shipping AND they do not guarantee delivery. So, all this hoopla and fanfare doesn't mean much.

If you are planning to make a purchase, make sure you ask them if the product is in stock and ready for shipment. If the answer is "no" don't buy as you could be waiting a very long time while the company awaits delivery from its third-party suppliers. Don't let them use your money to go and buy cigars that are not in stock.

Well lets see the short version is cigars never arrived packaged was taken an this was told by montefortuna to get ahold of customs haha if I could buy special cigars from a special place I would directly but I cant, why these guys an 500 other companies do this i get its a risk, but somehow they seem to play stupid an throw it on there customer least you could do is refund or resend not tell them to take it up with customs when thats not even a scenario that makes any sense. Everyone else reships or refunds you should too might keep some customers !! Take your money elsewhere, alot more business that want your money an will male it right if anything goes wrong !!

Don't waste your time or money. These people really do not care about customers'order. First they take your money and then goodluck getting anything from them. Its a scam ... be aware.

Ordered cigars over three months ago. MF says they haven’t received them yet from their supplier! despite numerous requests during last month for refund to my cc, they say they are “backed up” in processing refunds. No money, no cigars!

Site makes it sound like your deliveries are guaranteed but that’s not the case. If customs seizes them, they just say sorry. Don’t purchase Cubans here.

I ORDERED MONTECRISTO PETIT EDMUNDO,RECEPTION AND PREAPARATION AND SENDING WAS TIMELY DONE AND I RECEIVED THE PARCEL AFTER 8 DYS.
CIGARS WERE AUTHENTIC ,APPROPRATELY PACKED AND PROTECTED.

Was worried when seeing all poor reviews from others on Trustpilot, but I still gave it a try. The process took quite long with a wait time of 10 business days before providing the tracking information, and another 10 days before arriving (the tracking information got updated only when Swiss Post shipping out from their origin country). Ignoring all the wait, the purchase is quite smooth and the items are packed very well arriving. The customer support is also very responsive. Not 5-star because the wait time is more lengthy than expected, but it ends out well.

It was such a worst transcation with Montefortunacigars. I place the order on July 31, and I received the message from Montefortunacigars will sent me the tracking information with 2-3 days. But they keep delay and no respone by email or phone calls. Unitl I drop them a message, I woul dlike to order more cigars, finaaly theu got back to me. But, I tried to sereach their reviews, they are the worst cigars online mechant.
So I calll my credit card company and make a dispute, I order but I don't recveied the products, they take 24hrs and refunded to me. Anyone got scroll up with them, you can call you credit card company to make a dispute, Visa, Master Card and AE take quick action.

Terrible customer service. If the cigars are lost in shipment they just say tough luck
Don’t buy from them

Absolutely terrible customer service and business practices. DO NOT order from these people if you're in the US, or anywhere else for that matter. They're accepting orders even though they know it'll get seized, giving you NO apparent warning of the risk, and then they'll basically tell you to "eff off" and deal with the customs dispute process yourself (which takes so much time and money that it's literally not worth doing at that point--and you'll lose the dispute anyway).

I originally placed my order and hadn't received it, so I checked my inbox and saw that there was no order confirmation or shipping email ever sent to me. So I mistakenly thought I never placed the order at all, leading me to place a second order in error. I realized what happened and informed their customer service of this, but they SHIPPED THE ORDER OUT ANYWAY. And now that this one has been seized, they're completely unwilling to give a refund (full nor partial). (And by the way, they claimed I never received an email because I checked out as a Guest, but their site does indeed collect your email address during checkout)

Completely unacceptable from top to bottom. I will make sure that everyone I know or meet, who is a cigar enthusiast, knows about how terrible Montefortuna Cigars is. You should take your business literally anywhere else, because you probably won't even receive your order from them anyway.

Great cigars. Service is classic Euro - its terrible. Long delays, no communication. So 5 stars on cigars and 2 stars on service quality and 2 stars on communication.

Can you please inform me about my order 185332 placed on the April 21st, I've sent emails with no reply!

I'd previously used Montefortunacigars.com and praised the company, it now seems to be ripping people off and if I don't hear anything will contact my bank and see if I can get charge back. I'd advise others to do the same

Note: This morning May 15th I received a notification from the UK post office "We’ve been notified that a parcel has been posted to you from Inter Agency in Switzerland." With the further note that tax will be due once the parcel arrives in the UK and I'll be informed about this... I haven't heard anything about an order I made on April 30th. With this for the order made on 21st April Montefortunacigars.com are sending a lot of advertising every week to my email, but I haven't had a responce from anyone at the company about either order after the day I placed them...
Although had been happy in previous years will not be buying from them again!

Montefortuna advertises cigars as "In Stock", but many times they are not. They take your money and then try to order the cigars. Even if they are successful, it will take forever. Their shipping is also exhaustingly slow, even if/once they have the product. Buyer Beware!