Many reviewers mention slow deliveries, failed shipments, and weak follow-up after purchase. Several buyers received cigars that arrived dry or damaged, along with the wrong accessories. A smaller group highlights the product range and says issues were fixed quickly. Overall ratings show a clear split between happy long-term customers and recent buyers who ran into shipping or quality problems.
Examples from available reviews (Jun 2018 – Mar 2026).
Experienced long shipping delays and poor customer service and communications.
“HORRIBLE customer service AFTER they get your $$”
Received two dry, unusable orders and faced unresponsive customer service.
“dry, fragile, and unsmokable.”
Long-term customer reports never being disappointed with selection and service.
“Excellent selection and customer service!”
Customer service promptly shipped an additional box at no cost.
“Heather helped us out with getting an additional box shipped out right away at no cost to us.”
Many reviews point to shipping delays and late arrivals. Several buyers describe service as rude or unhelpful when they asked for help. A few customers report the company made things right, including sending a replacement box for free.
Some reviewers mention import duties and slow refunds, though these come up less often than shipping or quality complaints. One review says duties made the order unaffordable and that the refund was still not issued after weeks.
Some customers say checkout and purchasing felt quick and easy. More reviews describe confusing tracking, packages sent to the wrong place, and long transit times that hurt the experience.
Several reviewers report cigars arriving dry, fragile, or unsmokable. Others mention receiving the wrong accessories and say weak packaging likely led to damage.
Reviewers repeatedly cite tracking numbers that do not work and missing email updates. Several say their messages went unanswered and that communication after purchase felt lacking.
Reviews show a sharp divide: some praise the wide selection and quick fixes, while others focus on delivery breakdowns and product problems. While a few cases show solid resolutions, shipping and quality complaints still appear often.
For each review, the core experience based on original source reviews.
Sources: Reviews (9) · Trustpilot (3) · Reviews (1) · Quotes shortened · As of: March 2026
Experienced long shipping delays and poor customer service and communications.
“HORRIBLE customer service AFTER they get your $$”
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 runs an online store that sells premium cigars and accessories. The site offers single cigars, boxes, humidors, cutters, and tips, with detailed specs on each item. Product pages often list origin, size, and tasting notes to help shoppers choose. Customers can place orders online and use available shipping and tracking options. The store also carries humidification items and other accessories for storing and maintaining cigars.