Finestcubancigars Reviews 

Reply from Finestcubancigars

Jun 9, 2025

Dear Andrew,

Thank you for your kind words and for being such a loyal customer. It’s always a pleasure to serve you, and I’m truly glad to hear that your previous orders have been handled smoothly.

I sincerely apologize for the inconvenience caused by your recent order being confiscated. While these situations are unfortunately beyond our control, I’m happy we were able to arrange a replacement for you. Your satisfaction is my top priority, and I truly appreciate your understanding and patience throughout this process.

Thank you again for taking the time to share your feedback—it means a lot. If there’s anything else I can assist you with, please don’t hesitate to let me know

Thank you again for your trust in me (FCC) and for taking the time to share your feedback—it means a lot. If there’s anything else I can assist you with, please don’t hesitate to let me know.

Regards,
Team @FCC

Reply from Finestcubancigars

Oct 15, 2024

Dear Doug-

We are disheartened to learn about your recent unsatisfactory experience with your order. Your feedback is invaluable to us as we are dedicated to providing exceptional service and maintaining the quality of our cigars.

You ordered 4 Hoyo de Monterrey Le Hoyo de San Juan sticks in the third week of September, which the tracking indicates was delivered on October 4th. Please note that we do not dispatch orders from China; our operations are in Hong Kong, and shipments to the US originate from our bonded warehouse in Switzerland, as shown in the online tracking information.

You mentioned an issue with the cigar burning unevenly and included a picture illustrating one side burning more than the other. This phenomenon does not necessarily indicate a counterfeit cigar. To mitigate uneven burning, it is advisable to light the cigar evenly, and at times, you may need to focus on one side more than the other to achieve a balanced burn as you smoke. Additionally, allowing the cigars to rest for a minimum of ten days before smoking is recommended. Changes in travel conditions can impact the initial quality of cigars, despite meticulous packing, potentially leading to burn irregularities—a condition known as "sick cigar syndrome."

Considering the 8-day gap between your receipt of the cigars and our receipt of your email, assuming the message was sent promptly after smoking the cigar, we suggest you store your cigars in a suitable humidor for a few more days before trying another one. Remember to light the cigar carefully and uniformly.

Please don't hesitate to contact us with any questions or concerns. We eagerly anticipate your feedback following your second cigar experience.

Regards,
Team @FCC

Reply from Finestcubancigars

Oct 31, 2023

Dear Jonathan,

We apologize for the delayed response, as we have just come across your review.

After looking over our records, we can confirm that you placed an order with us on June 20, 2023. Following the dispatch of your parcel, it progressed through the postal system until July 13th. Unfortunately, after that date, no further information was available regarding its whereabouts which is very rare.

We understand that on July 19th, you emailed us, expressing your concerns about the undelivered package. We promptly replied on the same day, suggesting that we wait an additional week before processing a refund. While parcels are typically delivered within 14 days, unforeseen delays beyond our control have occasionally occurred.

Just so you know, as an international company, we have limited influence over the communication and tracking of packages once they enter the USPS system. However, we do have a delivery guarantee in place. Because of the circumstances and the undelivered status of your package, we took action to refund your credit card in full on July 24th. We appreciate you acknowledging the refund and your email expressing gratitude, which we received on July 25th.

We sincerely apologize for any inconvenience caused by the delay and the subsequent loss of your package. Please don't hesitate to let us know if there is anything else we can do to help you or address any remaining concerns, which you can do through our site. We value your satisfaction as a customer and are committed to fixing any issues.

We appreciate your understanding.

Best regards,
Team@FCC

Reply from Finestcubancigars

Feb 18, 2022

Dear J R Norwood,

Thank you for your feedback, and we apologize for the inconvenience caused.

Usually, if your package requires a signature confirmation and no one is available to sign for the box, the mailman would take the package back and redeliver it at a later date. A note is typically left to this effect.

In your case, the mailman delivered the parcel to the wrong address without requiring a signature, even though your package indicated 'signature required.' We have reported this incident to the USPS to avoid such errors in the future.

Similar incidences have occurred in the past, albeit rare, and we have replaced the order, free of charge.

Thank You,
Team at FCC

Reply from Finestcubancigars

Aug 31, 2021

Dear John,

We just came across your review so we’re responding now. We have no way of retrieving your order or any exchange of correspondence without an email address, full name or, order number. Please provide us with some information about your order so that we could look into it and respond. Feel free to send such info to info@finestcubancigars.com; we respond within 48 hours, excluding weekends and holidays. We also offer a chat service online during working hours.

We guarantee delivery so, if your package was not delivered, we offer a replacement package or a refund. Unfortunately, due to the global pandemic, there are still today, some heavy delays to certain countries, over one month.

Best Regards,
Team @FCC