EAR: Check your cigars!

[El Presidente]

 

EAR = Email Assistance Required. 

 

 

"Pres, I'd like to ask your opinion on something.

In January 2026, while I was overseas on business, I received a box of Montecristo Number 2 that I had ordered from an online retailer in Switzerland. My wife opened the package and put it in my humidor. I was away for quite some time and, to be honest, I completely forgot about the box until this past weekend when I went into my humidor.

When I finally opened the box, I found that four cigars were damaged beyond repair and another six have wrapper damage that will probably need some careful cigar glue surgery. The box should have been  inspected before shipment as that is normal practice with thtis retailer. 

I honestly don't know what caused it. It seems hard to believe that all of the damage happened during shipping, but I can't think of what else it could have been.

My question is, what do you think is a reasonable time limit to raise a purchase issue with a retailer? I realise six months is a long time and I should have inspected the cigars when they arrived, but because I was away, I simply didn't have the opportunity.

Would you still contact the retailer and explain the situation, or would you consider it too late? I'm interested to hear what you think is fair in a situation like this."

 

......Over to you good people.   

[Li Bai]

I'm afraid it's very late to complain, in such a situation I'd have asked my better half to open the box right upon delivery and send me a picture of the cigars.

Six months have passed since the box has left its warehouse/shop, to expect a retailer to take responsibility under such circumstances is asking a lot, imho...

[cnov]

I would certainly not expect the retailer to have to do anything but they may be interested to know that there's been a breakdown in either QC or packaging. If it were my business, I'd want to know. A carefully crafted email can go a long way. I like to know when my business isn't meeting expectations, even if it's later down the line. 

 

 

 

[Duder]

That’s a long time but wouldn’t hurt to ask. Explain your situation and you might be surprised what they say. Retailers live a lot on their reputation. Send pictures. I’ve received great customer service from a number of vendors over the years. Good luck!

[dan05]

Regardless of product, 6 months is too long to go back as honest as it is. 
 

 

[Chibearsv]

I’d say first week or 2 is reasonable for a replacement or refund request. That is if the the shipper is even offering a guarantee. After 6 months, how could you prove the damage occurred prior to your receipt? I’d repair what you can and smoke through them. 

[chasy]

Given the scarcity of Cubans, I’m shocked a retailer can even offer refund or return on damaged goods. How does that not totally destroy their margin?

[Boss Hog]

Suck it up, buttercup.

[rcarlson]

You don't know if you don't ask.  

[Nohiba]

I’m in the it doesn’t hurt to try camp. Honestly, 6 months is way too long for them to have to honor a refund request. But as others have mentioned, a carefully crafted email being honest (knowing you probably won’t get anything out of it) might work. Curious to hear El Pres’ take. 

[El Presidente]

7 hours ago, Nohiba said:

Curious to hear the El Pres’ take. 

It depends entirely on the relationship the buyer has with the seller. 

The seller has no obligation. Six months goes beyond the scope of "reasonableness". 

However if there is a long-standing relationship, I believe a seller may entertain a partial refund. 

[xiangnan]

Six months is far too long to make a formal claim, especially after the box has been opened and stored in a private humidor. At this point, it is impossible to know whether the damage occurred before shipment, in transit, during handling, or later in storage.

I would still contact the retailer politely, include clear photos and explain the full situation, but I would ask for their opinion rather than demand compensation. If they offer a replacement or credit, I would consider that goodwill rather than an obligation. Personally, I think cigars should be inspected within 24–72 hours of delivery, or within a week at the very latest.

[dan05]

Can’t you tell them that Ken did it and that entitles you to some kind of a rebate? Surely they will understand. Just say you took them to his place and his Springsteen was on so loud he couldn’t concentrate and damaged them.

We love you Ken. 

 

[Chas.Alpha]

No. Too long. I would have saved myself the trouble and bought from a trusted HSA approved dealer. If you want trouble-free Cuban cigars, you must go to the retail dealers that are recognized as authentic. That is why I am here answering your question.

☮️CAH

[JDoughty]

3 hours ago, Chas.Alpha said:

No. Too long. I would have saved myself the trouble and bought from a trusted HSA approved dealer. If you want trouble-free Cuban cigars, you must go to the retail dealers that are recognized as authentic. 

I recently got a box that I'm confident was in perfect shape when it left the well trusted dealer. The marks of abuse on it were definitely from transit and rough handling in Customs. May not be the dealer's fault. 

[BrightonCorgi]

Two things.

1.  Always ask for cigars to be inspected. Even better to ask which cigars in the vitola you like are smoking well. With both points asked, you're most likely to get a good box.

2.  Six months is too long to wait. I would shoot for a discount on the next order at best.

[gormag38]

Yeah I think you'll likely be out of luck on a refund just due to the amount of time that has passed. Perhaps they'll give you some sort of discount on a future order? But it doesn't hurt to ask/inform them. Good luck!

[Havanaaddict]

First off anytime you have Monte 2s shipped there is a really good chance that the heads and going to be cracked, unless you have a vendor that puts padding at the top! Yes I do think six months is way too long, you do have a good excuse but I don't thing any vendor will care! 

[avaldes]

My wife sends me pictures if a box arrives while I'm on travel. I think it's mostly to torment me! 😁

[Boss Hog]

Dumbfounded that this individual would even consider reaching out to the vendor at this point. Absolutely ludicrous. And as the vendor on the receiving end of such email? I would immediately think that it’s a joke. I don’t care if you were abducted by aliens or lost at sea for six months. Kick rocks.

The wife must have dropped the box while attempting to put it away inside the humidor and conveniently forgot to mention it. Now reaching out to another vendor for advice on the matter…Grow a set. 🤣

[DeeBeezy]

If I'm you - asking for a refund. If I'm the retailer- chalking it up to your negligence. What can I say..?😂

[LordAnubis]

The thing with cigar people is they fall into two extremes and everything in between. One end - Who cares, smoke the busted ones first no matter how much glue you use to fix it or cut it up into a pipe or whatever. The other - I want every single cigar in the box to be exquisite and not a hint of crack forming. It’s a hand made product that could have cracked anywhere along the way. An “inspection” by a vendor is merely “yep, they’re brown”. Doesn’t matter whom the vendor is. If you want pristine, pick 'em yourself. Otherwise roll with it. You’ll get a few good ones and a few busted ones. It’s just a fact of life especially with a relatively fragile product. 

I have never come across a cigar that could not be smoked, even some almost snapped in half. 

[zacca]

I’d be embarrassed to ask at that point. Seller either thinks your full of $**t or you’re disorganized. 

[Ford2112]

I wouldn't bother. Cigars are toast. Send them to :