Reviewer feedback for Gotham Cigars in this sample is mixed. Some customers highlight effective customer service interventions, such as shipping a missing box at no charge, while others report receiving dry or unusable cigars and experiencing slow shipping or delayed responses. If you are considering a purchase, check recent product-condition and shipping reviews, review the retailer’s return and credit policy, and inspect shipments promptly. Contact customer support immediately if items arrive damaged, and save order details to support any claims.
Examples from available reviews (Jun 2018 – Feb 2026).
Customer service promptly shipped an additional box at no cost.
“Heather helped us out with getting an additional box shipped out right away at no cost to us.”
Received two dry, unusable orders and faced unresponsive customer service.
“dry, fragile, and unsmokable.”
Shipping was very slow and not recommended.
“Verry slow shipping not recommended”
Customer service is inconsistent: some reviewers describe helpful, courteous reps who send replacements, while others had to escalate to get action.
These reviews do not comment directly on price or value; feedback focuses on product condition, shipping speed, and support interactions instead.
Delivery speed was criticized in one review as "very slow"; there are no specific comments on website or checkout usability in these reviews.
At least one customer reported receiving dry, fragile, and unusable cigars and a similarly defective replacement, indicating quality-control concerns.
Communication experiences vary: one reviewer received prompt follow-up and a free replacement, another reports unanswered emails until escalation.
Overall impressions are divided: a repeat buyer reports satisfaction, while others report defective items and slow delivery that reduced trust.
For each review, the core experience based on original source reviews.
Sources: Reviews (9) · Trustpilot (3) · Reviews (1) · Quotes shortened · As of: February 2026
Experienced long shipping delays and poor customer service and communications.
“HORRIBLE customer service AFTER they get your $$”
Received two dry, unusable orders and faced unresponsive customer service.
“dry, fragile, and unsmokable.”
Shipping was very slow and not recommended.
“Verry slow shipping not recommended”
Long-term customer reports never being disappointed with selection and service.
“Excellent selection and customer service!”
Order nearly a week late and tracking shows awaiting pickup.
“it's been close to a week and still haven't received.”
Package was misrouted by USPS and tracker was useless after five days.
“The new tracker is useless.”
Received plastic tips instead of wood, and customer service demanded return shipping.
“Ordered wood tips received plastic tips.”
Order not received by USPS days after promised shipping and no response.
“USPS has not received shipment”
Tracking number didn't work and no email notification; service felt sketchy.
“The service is sketchy”
High duties made order unaffordable and refund still pending nearly a month.
“it’s been almost a month without a refund.”
This is my second order with Gotham Cigars. The first one was for a birthday present and the next one was with my buddies. The customer service reps are very helpful and courteous. We can't thank you enough for your assistance with this. We ordered 4 boxes of cigar cases and we were missing one box. We reached out to the customer service and Heather helped us out with getting an additional box shipped out right away at no cost to us. You truly have awesome customer service and it's awesome to see a company really care about their customers!
We will continue to use this company for our future needs.
Order shipped late, customer service was rude, and cigars arrived poorly packaged.
“Order took well over a week to get to me when I paid for 2-3 day shipping.”
Purchase process was quick, fast, and easy.
“quick fast and easy process.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
Gotham Cigars is an online cigar retailer offering cigars and related accessories such as cases and humidors. Consumers researching Gotham Cigars commonly look for information on product condition, shipping performance, customer service responsiveness, and return or credit policies. Reviews and user feedback are often used to evaluate quality control and fulfillment practices before purchase.