This is another website that sells fakes. Although they have bought reviews for Trustpilot. See real reviews for Swiss Cuban from real buyers here at Cigar Analysis.
Selvom vi ikke verificerer specifikke påstande, fordi anmeldernes meninger er deres egne, kan vi godt betegne anmeldelser som "Verificerede", når vi kan bekræfte, at der har fundet en forretningsinteraktion sted. Læs mere
Af hensyn til platformsintegriteten scannes alle anmeldelser på vores platform – verificerede eller ej – af vores automatiserede software døgnet rundt. Denne teknologi er designet til at identificere og fjerne indhold, der overtræder vores retningslinjer, herunder anmeldelser, som ikke er baseret på en reel oplevelse. Vi er klar over, at vi måske ikke fanger alle problemer, og du er velkommen til at gøre os opmærksom på det, hvis vi har overset noget. Læs mere
Se, hvad kunderne siger
Bought cigars on Dec 18, 2019. I have emailed numerous times. Continue to get the run around. Have requested a refund multiple times. No response. Absolute horrible scam. Stay far away. Place wi... Se mere
Virksomheden har svaret
Where is this order! Order number: 18901 Placed: 01/05/2020 18:02:22 EST 1 review Reported 3 days ago Praesent nec erat convallis Lorem ipsum dolor sit amet, consectetur adipisc... Se mere
Virksomheden har svaret
Ditto as others have said when ordering on/around the hurricane; a bit of a delay, but emails were timely and overall satisfied with the purchase. I like that boxes are vacuum sealed...if the boxes a... Se mere
Virksomheden har svaret
Virksomhedsoplysninger
Skrevet af virksomheden
🔄 UNDER NEW OWNERSHIP - 2025 Duty Free Cigar Co. is under new management as of 2025. We recently acquired this domain and business and are committed to completely transforming the customer experience. WHO WE ARE NOW: We are a team of passionate cigar enthusiasts dedicated to providing authentic Cuban cigars with exceptional service, fast shipping, and transparent communication to customers across the United States. WHAT WE OFFER: ✓ 100% Authentic Cuban Cigars - Genuine products with verifiable seals ✓ Fast, Free Shipping to USA - Reliable delivery with real tracking ✓ Responsive Customer Service - 24-hour response guarantee ✓ Quality Guarantee - Premium cigars in perfect condition ✓ Secure Payment Options - Protected transactions with buyer protection OUR COMMITMENT: We acknowledge that previous management had significant operational and customer service issues documented in reviews from 2019-2024. We are NOT affiliated with that operation. Under new ownership, we guarantee: • Proactive communication at every step • Real tracking numbers on all shipments • Prompt responses to all inquiries • Honest refund processing when needed • No manipulation of reviews - all feedback welcome REBUILDING TRUST: We're reaching out to past customers who had negative experiences with complimentary samples and compensation offers. Our goal is to prove through actions—not just words—that Duty Free Cigar Co. is now a trustworthy, professional operation.
Kontaktoplysninger
401B Dustan Place, New York, USA
- contact@dutyfreecubancigars.com
- dutyfreecubancigars.com
1,4
Dårlig
82 anmeldelser
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Se, hvordan deres anmeldelser og bedømmelser indsamles, vurderes og modereres.
Still awaiting refund 8 days after Damien said it was done
JJ - STILL WAITING for the REFUND. Was posted on 2/8 that it was done on an order they never replied to on Jan 5. Then had the nerve to flag my comments.
18. februar 2020
Uopfordret anmeldelse
Besvarelse fra Cuban Cigars
Dear JJ,
We sincerely apologize for what happened to you. Being promised a refund that never came, having your order ignored since January 5th, and then having your legitimate complaint flagged is manipulative and dishonest behavior.
We are the new owners of Duty Free Cigar Co. We recently acquired this business and were not operating in February 2020. Damian and his operation are completely gone - he has no involvement whatsoever.
What he did - promising a refund publicly to look good, never delivering it, and then trying to silence your valid complaint by flagging it - was deceitful and cowardly.
Under new management, we guarantee: ✓ Honest refund processing - if we say it's done, it's done ✓ We never flag legitimate reviews - all feedback is welcome ✓ Transparent communication - no manipulation tactics ✓ Real accountability - we own our commitments
We understand if you're disgusted with this brand - that's completely valid. But if you're willing to see we operate with integrity, we'll send you complimentary premium cigars with full tracking - no payment, no false promises - just proof we're different.
Contact us at: contact@dutyfreecubancigars.com
Your complaint was legitimate. Flagging it was wrong.
Best regards,
SCAMMERS!!!!!!!........................
SCAM DON'T DO IT I PAID FOR CIGARS IN THE MIDDLE OF DECEMBER 2019. TODAY IS FEB 17, 2020, I SENT OVER 12 EMAILS, CALLED THERE PHONE # 10 TIMES, NEVER A REPLY BACK, CALL MORE TIMES 30 SOME DAYS LATER NOW THERE # IS NO LONGER IN USE?? WHAT THE WHAT?? I EVEN SENT THEM A LETTER THROUGH THE MAIL TO THE ISLANDS! YEAH A LETTER BEEN OVER 20 DAYS NOW AND STILL NO REPLY! SCAMMERS""""""""" YAL STAY AWAY >>>>>>.................OR YOU WILL BE TOKING AVANTAGE OF LIKE ME & EVERY ONE ON HERE.
17. februar 2020
Uopfordret anmeldelse
Besvarelse fra Cuban Cigars
Dear valued customer,
We are truly sorry for the extreme frustration you experienced.
We are the new owners of Duty Free Cigar Co. We recently acquired this business and were not operating in December 2019 or February 2020. The previous owners who scammed you, ignored your efforts, and then disconnected their phone are completely gone.
You went above and beyond trying to reach them - more than any customer should ever have to do. You deserved basic communication, and instead you got NOTHING. That's inexcusable.
Under new management: ✓ Working phone lines - real people who answer ✓ Email responses within 24 hours - every single inquiry ✓ No disappearing act - we're here and accountable ✓ Legitimate operation - real tracking, real delivery, real service
Your warning to others was 100% justified. Under the previous ownership, it WAS a scam designed to take advantage of customers like you.
If you're willing to see we're completely different, we'll send you complimentary premium cigars with full tracking - no payment, no phone tag, no games - just proof that the new Duty Free Cigar Co. is legitimate and accountable.
Contact us at: contact@dutyfreecubancigars.com - and we WILL respond.
You deserved so much better. We're here to provide it.
Best regards,
Never filled my order. I have ordered from duty free three…
I have ordered from duty free three times. First two took very long time but after constantly emailing Damian I finally got my cigars.
Now after ordering and paying the first few days of 2020. I have received no communication as to status or update of my order.
Something is seriously wrong with this merchant. I have not received my cigars or a refund in almost two months.
17. februar 2020
Uopfordret anmeldelse
Besvarelse fra Cuban Cigars
Dear valued customer,
We sincerely apologize for your experience, especially since you gave Duty Free multiple chances. The fact that you had to constantly email Damian just to receive your first two orders should never have been necessary, and then to be completely ignored on your third order is unacceptable.
We are the new owners of Duty Free Cigar Co. We recently acquired this business and were not operating in early 2020. Damian and the previous management are completely gone - they have no involvement whatsoever.
You showed loyalty by ordering three times despite the struggles with the first two orders. Instead of earning your continued business with better service, they ignored you completely. That pattern shows exactly what was wrong with the previous operation.
Under new management: ✓ No constant emailing required - proactive updates on every order ✓ Fast processing - not "very long time" ✓ Consistent service - every order handled professionally ✓ Clear communication - status updates without you having to ask ✓ Reliable delivery or prompt refunds - never 2 months of silence
You gave them three chances and they failed you. If you're willing to give the NEW Duty Free Cigar Co. one chance, we'll send you complimentary premium cigars with full tracking - no payment required - to show you what consistent, reliable service looks like.
Contact us at: contact@dutyfreecubancigars.com
You deserved better treatment, especially as a repeat customer.
Best regards,
New Management Team
I have ordered from Duty Free Cuban…
I have ordered from Duty Free Cuban Cigars 2 times now, the 1st was a bit slow but Damian did finally deliver. The 2nd order was placed in September 2019 and I have not received them as of February 13, 2020. I sent numerous emails asking about the status and only received one response stating they would be sent but they never were. I wouldn't trust them.
14. februar 2020
Uopfordret anmeldelse
Besvarelse fra Cuban Cigars
Dear Doug,
We sincerely apologize for your experience. You gave Duty Free a second chance after a slow first order, and instead of improving, the service got worse - much worse. Waiting from September 2019 to February 2020 with only one empty promise is unacceptable.
We are the new owners of Duty Free Cigar Co. We recently acquired this business and were not operating in 2019-2020. Damian and the previous management are completely gone - they have no involvement in our operation.
Your conclusion "I wouldn't trust them" was completely justified based on that experience. Damian broke your trust when he said your order would be sent but never followed through.
Under new management, we're rebuilding trust through actions: ✓ Improved speed - not slower with each order ✓ Real delivery - not empty promises ✓ Proactive updates - you shouldn't have to send numerous emails ✓ Consistent reliability - every order handled professionally ✓ Honest communication - if we say it's sent, it's sent with tracking
You were patient with the first order and willing to try again. That loyalty deserved better treatment. If you're willing to give the NEW Duty Free Cigar Co. a chance, we'll send you complimentary premium cigars with full tracking - no payment required - to prove we're trustworthy.
Contact us at: contact@dutyfreecubancigars.com
We're here to earn back the trust Damian destroyed.
Best regards,
New Management Team
Took my 150.00 haven't heard from them
Took my 150.00 haven't heard from them. Called the cayman number left messages, emailed the answer back they requested and nothing. Total scam!!!
10. februar 2020
Uopfordret anmeldelse
Besvarelse fra Cuban Cigars
Dear Steve,
We sincerely apologize for what happened with your $150. Calling the Cayman number, leaving messages, responding to their email requests, and still getting complete silence is absolutely unacceptable.
We are the new owners of Duty Free Cigar Co. We recently acquired this business and were not operating at the time of your order. The previous owners who took your money and ghosted you - despite you doing everything they asked - are completely gone.
You held up your end: you paid, you called, you left messages, you responded to their requests. They did nothing. That's theft, and your assessment of "Total scam" was accurate.
Under new management: ✓ We answer calls and messages - no voicemail black hole ✓ Real communication - not silence after taking your money ✓ Working contact information - legitimate, responsive channels ✓ Accountable service - real people, real responses, real delivery
We cannot access the previous owner's financial records, but we want to make this right somehow. If you're willing to give the NEW Duty Free Cigar Co. a chance, we'll send you complimentary premium cigars with full tracking - no payment required - to show you we're legitimate and responsive.
Contact us at: contact@dutyfreecubancigars.com - and we WILL respond.
Again, we're sorry you lost $150 to that scam operation.
Best regards,
Order #18685.
Update: 3/11/20. this order HAS NOT been refunded or fulfilled. I suggest one spend their money elsewhere.
Order #18685.
Placed 11/21/2019, The only email I have received was on 11/26/2019 stating my $428.00 payment had been received. Since that time I have sent 4 emails requesting order status and have not received any response. Having paid with Zelle, I have no recourse for a refund.
Order at your own risk!
5. februar 2020
Uopfordret anmeldelse
Besvarelse fra Cuban Cigars
Dear Dan,
We are deeply sorry for what happened with order #18685. Losing $428 through Zelle with no recourse for a refund makes this situation particularly devastating, and we understand your frustration completely.
We are the new owners of Duty Free Cigar Co. We recently acquired this business and were not operating in November 2019 or March 2020. The previous owners who took your $428, sent one confirmation email, and then ignored your four follow-up emails are completely gone.
The fact that they accepted Zelle payment - knowing you'd have no protection or recourse - and then ghosted you shows intentional predatory behavior. Your warning "Order at your own risk" was absolutely justified.
Under new management: ✓ Secure payment methods with buyer protection ✓ Proactive communication - not just payment confirmation ✓ Response to every inquiry - your emails won't be ignored ✓ Orders fulfilled or promptly refunded - never left in limbo ✓ Transparent tracking - you'll always know your order status
We cannot access the previous owner's Zelle transactions, but we want to offer something meaningful. If you're willing to give the NEW Duty Free Cigar Co. a chance, we'll send you complimentary premium cigars with full tracking - no payment required, and definitely not through Zelle - to show you we operate honestly.
Contact us at: contact@dutyfreecubancigars.com
$428 with no recourse is a significant loss. We're truly sorry that happened to you.
Best regards,
Where is this order!
Where is this order!
Order number: 18901
Placed: 01/05/2020 18:02:22 EST
1 review
Reported 3 days ago
Praesent nec erat convallis
Lorem ipsum dolor sit amet, consectetur adipiscing elit.
Duty Free Cuban Cigars reported this review for breach of Trustpilot guidelines. We are currently assessing the review in accordance with our reporting processes.
Duty Free Cuban Cigars's reason for reporting
A refund was issued .
NO IT HAS NOT BEEN REFUNDED 3 DAYS LATER!!!!!!!!!!!
5. februar 2020
Uopfordret anmeldelse
Besvarelse fra Cuban Cigars
Dear JJ,
We sincerely apologize - we see this is your SECOND terrible experience with the previous ownership. Not only did you never receive your order #18901 from January 2020, but they also falsely claimed a refund was issued and then reported your legitimate review to try to silence you. That's dishonest and manipulative.
We are the new owners of Duty Free Cigar Co. We recently acquired this business and were not operating in January 2020. The previous owners who lied about your refund and tried to suppress your honest feedback are completely gone.
Claiming "a refund was issued" when it clearly wasn't - just to make your review look illegitimate - is deceptive and cowardly. You had every right to call them out publicly.
Under new management, we guarantee: ✓ Honest refund processing - if we say it's refunded, it's DONE ✓ We never report legitimate reviews - all honest feedback is welcome ✓ No manipulation tactics - we don't lie to silence criticism ✓ Real accountability - we own our mistakes publicly ✓ Orders delivered or genuinely refunded - not fake promises
You've been burned twice by this brand. We completely understand if you want nothing to do with it. But if you're willing to see we're fundamentally different, we'll send you complimentary premium cigars with full tracking - no payment, no false promises - just proof.
Contact us at: contact@dutyfreecubancigars.com
Your complaints were legitimate. Lying about refunds to silence you was wrong.
Best regards,
No communication after 4 emails each…
No communication after 4 emails each week to verify if the site is even real. Same experience as many others you order, and then nothing. I work for a cc processor and I'm writing Visa and MasterCard to suspend the accounts from this scam website.
1. februar 2020
Uopfordret anmeldelse
Besvarelse fra Cuban Cigars
Dear Scott,
We sincerely apologize for the lack of communication you experienced. Sending 4 emails each week just to verify if the site was even real shows how desperate the situation was, and your decision to report the merchant accounts to Visa and MasterCard was completely justified.
We are the new owners of Duty Free Cigar Co. We recently acquired this business and were not operating at the time of your order. The previous owners who ignored your multiple emails and operated what you correctly identified as a scam are completely gone.
As someone working for a credit card processor, you understand merchant accountability better than most. The previous operation clearly violated every principle of legitimate e-commerce, and your action to protect other consumers by reporting them was the right thing to do.
Under new management, we operate as a legitimate merchant: ✓ Responsive communication - emails answered within 24 hours, not ignored weekly ✓ Transparent operations - verifiably real business with real accountability ✓ Compliant payment processing - proper merchant standards upheld ✓ Real fulfillment - orders delivered with tracking, not "then nothing" ✓ Consumer protection respected - we honor chargeback rights
Given your professional background, we understand you'll be especially scrutinizing. If you're willing to verify we're legitimate, we'll send you complimentary premium cigars with full tracking - no payment required - so you can see we operate properly.
Contact us at: contact@dutyfreecubancigars.com
Your actions protected other consumers. Thank you for that.
Best regards,
Look at all the negative reviews. Damian Bancroft still hasn’t replied. Do not purchase from Duty free. Fraud alert.
Placed order on 9/27/19. I got lies up till 11/30/19. Damian Bancroft said they would be sent out that weekend. I have contacted at least weekly and have asked for a refund. Damian Bancroft still hasn’t replied. Still haven’t received my order. Do not trust the web site and reviews. Damian Bancroft will block every review that is negative. Now it is almost the end of February and no response or refund. Nothing from Damian Bancroft. Do not purchase the company is a rip off. I had to go to Trustpilot to remove the block.
Update 2/21/20. I have not heard a word about my order. I have contact many times and no response. I have asked for a refund and nothing. This place is a rip off. Do not purchase from DamianBancroft. If you file a review he will block it. But, send an email to Trustpilot and they will remove it. Look at all the negative reviews. Do not purchase from Duty Free Cuban Cigars. The only free is Damian getting free money from you.
Update 5 months and nothing No messages no refunds. Don’t order from Damian Bancroft. Duty Free is a rip off. He will whine and cry to trust pilot about negative reviews. lol at all the reviews in the last 6 months all negative. Look that are blocked so some reason or another. Write to Trustpilot and report him for reasons that don’t follow the guidelines. His delays are not a resin to block. Just look at the history. The history is all negative and all blocked.
3/4/20 still no response from Damian Bancroft the thief. Don’t get suckered by this fake company. Don’t trust this sight.the negative reviews are catching up. I have been in contact with All the companies listed on his web site.
3/5/20 Still no response and no cigars and no refund. This Duty Free Cuban Cigars is a scam.
Regards,
Damian Bancroft
3/7/20. Still no response. No cigars. No refund. Go else where to purchase. Fraudulent website.
Regards,
Damian Bancroft
Still not a reply and no cigars. Don’t buy from Duty Free Cuban Cigars. Damian is a thief. When he posts to block you complain to Trustpilot. Don’t get ripped off.
3/13/20 and still no response from Damian Bancroft. Don’t purchase from the thief and internet fraud. Go to real sites. Look at the negative reviews. The positive reviews is Damian.
3/18/20. Still not a word from Damian. The site is a scam. He is worthless. He needs dad review on all sites. Report him to Trustpilot so he can’t block his bad reviews he always has lies to block his negative reviews. The only positive reviews is his own made up buyers don’t get ripped of by m getting your money taken or him sending fake cigars. He is scum.
16. januar 2020
Uopfordret anmeldelse
Besvarelse fra Cuban Cigars
Dear Curtis,
We are deeply sorry for the months of frustration, lies, and manipulation you endured. Your detailed timeline from September 27, 2019 through March 18, 2020 - with multiple updates showing Damian Bancroft's pattern of blocking reviews, ignoring refund requests, and complete silence - is a damning record of fraudulent behavior.
We are the new owners of Duty Free Cigar Co. We recently acquired this business in 2025. Damian Bancroft is completely gone - he has ZERO involvement in our operation. The scam operation he ran is over.
You were absolutely right about everything:
✅ Damian blocked negative reviews repeatedly
✅ He manipulated Trustpilot to hide legitimate complaints
✅ The positive reviews were likely fake
✅ He was a thief running internet fraud
✅ Your warning to others was justified and accurate
Thank you for persistently documenting this and contacting Trustpilot to remove his blocks. Your efforts protected other potential victims and created a public record of his fraud.
Under new management - the Damian Bancroft era is OVER: ✓ We NEVER block negative reviews - all honest feedback stays public ✓ Real communication - not 6+ months of silence ✓ Honest refunds - not ignored requests ✓ Legitimate operation - real products, real tracking, real accountability ✓ No manipulation - we earn trust through actions, not by silencing critics
Your fight to expose the truth was heroic. If you're willing to see that Damian Bancroft is truly gone and we're completely different, we'll send you complimentary premium cigars with full tracking - no payment required - as a small gesture of respect for your persistence.
Contact us at: contact@dutyfreecubancigars.com
Damian Bancroft was a thief and fraud. That era is over. We're rebuilding with integrity.
Best regards,
I wouldn’t buy from here!
I honestly think that this business has the potential to be great... but this guy running it, Damian, doesn’t know how to do what most call customer service. I ordered three boxes, was about $800-$850! I have received one and then months later another and asked for a refund on the last...
It took a while for him to respond at first, but he did, as many said, so I was ready for the wait because I wanted some Cubans. The Cohibas that I got were the best cigars I have had and I wish that I didn’t have to ask for a refund on the other two boxes but after over a month waiting and then asking him again what’s going on he waited a week to email me back. When he did he said it would just be another week... that week turned into a lot longer period of time. I have been super patient but I was sick of it so I asked for a refund. He said I would get my money back and it was not an issue, to my surprise he emailed me back the same day or the day after saying that it’s no problem, until it became a waiting game again. Messaged him again, he said his bank was having issues. Seemed interesting... but I went with it! It’s been a couple months now and I am out 25 cigars or $250. I have been sending him multiple emails throughout the week and not a peep from his end. Very disappointing because the cigars are good, the ones I got anyways. I have a feeling that this is going to turn into a fight to get my money back... because the guy won’t email me.... use caution and buy at your own risk! Now he won’t email me back at all!
- [ ]
13. januar 2020
Uopfordret anmeldelse
Besvarelse fra Cuban Cigars
Dear valued customer,
Thank you for your detailed and honest review. Your situation is particularly frustrating because you actually received good quality cigars on two boxes (you even said the Cohibas were the best you've had), which gave you hope - but then Damian's terrible customer service and broken promises on the $250 refund destroyed that trust completely.
We are the new owners of Duty Free Cigar Co. We recently acquired this business and were not operating at the time of your order. Damian and his operation are completely gone - he has no involvement whatsoever.
What makes your case especially disappointing is that you were patient, understanding, and willing to work with the delays because you genuinely wanted the products. You even acknowledged the quality was excellent. But Damian squandered that goodwill with:
Broken promises ("just another week" that never came)
False excuses (bank having issues)
Ghosting you after promising a refund
Months of silence on $250 owed to you
You gave him every chance, and he failed repeatedly.
Under new management: ✓ Premium quality products - like the Cohibas you loved, consistently delivered ✓ Professional customer service - not disappearing acts ✓ Honest timelines - if we say a week, we mean it ✓ Prompt refunds when requested - no games, no excuses ✓ Responsive communication - not multiple ignored emails
We cannot access Damian's financial records to refund the $250 he owes you, but we want to make this right. If you're willing to give the NEW Duty Free Cigar Co. a chance, we'll send you complimentary premium Cohibas (since you loved them) with full tracking - no payment required - to show you we can deliver the quality you experienced WITH the service you deserved.
Contact us at: contact@dutyfreecubancigars.com
You recognized the potential. We're here to fulfill it properly.
Best regards,
Seems fraudulent refund me!
Ordered on 12/13, ORDER #18798! They wanted the name charge on my credit card send it to them the same day. I never heard anything since and it's been almost 3 months. SHIP IT OR REFUND ME!
10. januar 2020
Uopfordret anmeldelse
Besvarelse fra Cuban Cigars
Dear Neil,
We sincerely apologize for what happened with order #18798. The fact that they requested your credit card name for verification, you provided it immediately, and then received complete silence for almost 3 months is absolutely unacceptable.
We are the new owners of Duty Free Cigar Co. We recently acquired this business and were not operating in December 2019 or March 2020. The previous owners who requested your credit card information and then ghosted you are completely gone.
Asking for additional verification (your name on the card) and then providing zero follow-up after you complied shows they had no intention of fulfilling orders - they were just collecting information and money.
Under new management: ✓ Secure payment processing - no unnecessary information requests ✓ Immediate order confirmation with timeline expectations ✓ Proactive communication - you won't be left wondering ✓ Fast shipping or prompt refunds - never 3 months of silence ✓ Real tracking information - you'll always know your order status
We cannot access the previous owner's financial records to process the refund they owed you, but we want to make this right. If you're willing to give the NEW Duty Free Cigar Co. a chance, we'll send you complimentary premium cigars with full tracking - no payment required, no information requests - just delivery.
Contact us at: contact@dutyfreecubancigars.com
Your frustration was completely justified. We're here to provide the service you deserved.
Best regards,
Don't Buy seems fraudulent
I agree I have the same experience placed an order on 6/12/19 had a response straight away and a follow up on the 18th but have received no goods and total radio silence.
My order still says pending despite several attempts to contact Damian have had no response for weeks which is suspicious in my book.
10. januar 2020
Uopfordret anmeldelse
Besvarelse fra Cuban Cigars
Dear Rich,
We sincerely apologize for your experience. Getting immediate responses on June 12th and 18th, 2019, only to then face complete radio silence for weeks while your order remained "pending" is suspicious - you're absolutely right to question it.
We are the new owners of Duty Free Cigar Co. We recently acquired this business and were not operating in June 2019. Damian and the previous management who responded initially and then disappeared are completely gone.
The pattern you experienced - quick initial contact to secure the sale, then total silence - was a common tactic the previous operation used. Your assessment that it "seems fraudulent" was accurate.
Under new management: ✓ Consistent communication - not just initial contact, then silence ✓ Real order processing - not permanently "pending" status ✓ Responsive throughout - we answer inquiries at every stage ✓ Transparent tracking - you'll know exactly where your order is ✓ Delivered products - not radio silence
Your suspicion was completely justified based on that behavior pattern. If you're willing to see we're completely different, we'll send you complimentary premium cigars with full tracking - no payment required - to show you what consistent, honest service looks like.
Contact us at: contact@dutyfreecubancigars.com
Again, we apologize for Damian's deceptive tactics.
Best regards,
I agree with Tim
I agree with Tim. I ordered on Dec 18. Received an email right away for Damien. Followed instructions per the agreement for payment. Then radio silence. Website for my order continues to say pending. I have asked multiple times for an update and nothing. I could understand if there was a delay due to the holidays but when someone goes radio silent it indicates otherwise. Damien wasn’t radio silent when it came to getting paid first. Might as well wipe your butt with the money and flush it down the drain.
Update Feb 23. Still absolutely no answer from Damian or anyone else for that matter. I have asked for a timeline to get delivered or if that can’t be provided a refund. They do not respond. Save your money and go elsewhere.
Where is my money or my cigars??? (March 4th).
9. januar 2020
Uopfordret anmeldelse
Besvarelse fra Cuban Cigars
Dear valued customer,
We sincerely apologize for the terrible experience you had. Your description "might as well wipe your butt with the money and flush it down the drain" perfectly captures the frustration of paying immediately while Damian was responsive, only to face complete radio silence afterward.
We are the new owners of Duty Free Cigar Co. We recently acquired this business and were not operating in December 2019 through March 2020. Damian and the previous management who were quick to collect payment but then disappeared are completely gone.
The pattern you experienced is particularly infuriating:
✅ Immediate response when money was involved
❌ Complete silence after payment received
❌ "Pending" status for months
❌ Ignored requests for updates, timeline, or refund
❌ No answer through February 23rd or March 4th
You're right - if it was just holiday delays, there would have been communication. The radio silence revealed the truth about that operation.
Under new management: ✓ Consistent communication - before AND after payment ✓ Clear timelines provided - you'll know what to expect ✓ Real order processing - not permanent "pending" limbo ✓ Refunds honored when requested - not ignored ✓ Response to every inquiry - at every stage
We cannot access Damian's financial records to refund what he took, but we want to offer something meaningful. If you're willing to give the NEW Duty Free Cigar Co. a chance, we'll send you complimentary premium cigars with full tracking - no payment required - to show you we're responsive AFTER payment, not just before.
Contact us at: contact@dutyfreecubancigars.com
Your money deserved better than being flushed away. We're here to provide real value.
Best regards,
Avoid DutyFreeCigars.com
I ordered my cigars well over a month ago as a Christmas gift. They took my money and I heard absolutely nothing as to when I might receive my cigars. So I sent several emails and finally got a response saying that I would have them before Christmas. Nope!! Never received a thing and no more contact from Damien or anyone else. This has been the worst online experience of my life!!
8. januar 2020
Uopfordret anmeldelse
Besvarelse fra Cuban Cigars
Dear Tim,
We are truly sorry that your Christmas gift turned into "the worst online experience of your life." Ordering well in advance for the holidays, being promised delivery before Christmas by Damien, and then receiving nothing - not even communication - is heartbreaking and completely unacceptable.
We are the new owners of Duty Free Cigar Co. We recently acquired this business and were not operating at the time of your order. Damien and the previous management who broke their Christmas promise to you are completely gone.
Your situation is particularly disappointing because:
You planned ahead (ordered well over a month early)
You had to chase them with several emails just to get a response
They promised "before Christmas" - a specific, important deadline
They failed to deliver and then disappeared again
Your Christmas gift never arrived
This wasn't just a delayed order - it ruined your holiday plans and broke a promise tied to a special occasion.
Under new management: ✓ Reliable holiday delivery - we understand special occasions matter ✓ Proactive communication - you won't need to send several emails ✓ Honest timelines - if we promise before Christmas, we deliver ✓ No disappearing after promises - we follow through ✓ Your best online experience - not your worst
If you're willing to give the NEW Duty Free Cigar Co. a chance, we'll send you complimentary premium cigars with full tracking - no payment required - to show you what a positive online cigar buying experience should look like.
Contact us at: contact@dutyfreecubancigars.com
You deserved a wonderful Christmas gift experience. We're committed to providing that level of service.
Best regards,
I placed an order Your Order #18831
I still waiting for my shipment or for an email from you to justify why you took my money without shipping the merchandise!
How you do business using Fake Phone Number ???
No one of this number is in service 1-855-2893889 and (345) 322-0208
I placed an order Your Order #18831
Order Date: 12/19/2019 21:58:48 EST
I paid to DAMIAN C BANCROFT through Chase QuickPay® with Zelle®.Amount: $295.80 (USD)
I wrote several emails asking for my shipment but no answer.
I tried to contact by phone but all the Phone number 1-855-2893889 and (345) 322-0208 are not working number.
I hope he will answer me, before I go forward with the next step directly to the Customs ,Law, the Governor of Cayman Island.
26. december 2019
Uopfordret anmeldelse
Besvarelse fra Cuban Cigars
Dear Adl,
We sincerely apologize for what happened with order #18831. Losing $295.80 through Zelle (with no buyer protection), discovering the phone numbers were fake or disconnected, and being completely ignored is inexcusable and clearly fraudulent.
We are the new owners of Duty Free Cigar Co. We recently acquired this business and were not operating in December 2019. Damian C. Bancroft and his entire fraudulent operation are completely gone - he has zero involvement in our business.
Your situation shows multiple deliberate fraud tactics by the previous owner:
❌ Fake phone numbers: 1-855-2893889 and (345) 322-0208 not in service
❌ Zelle payment: No buyer protection or recourse for refunds
❌ Complete silence: Ignored all your emails
❌ No shipment: Took $295.80 and delivered nothing
You were absolutely right to threaten reporting to Customs, Law enforcement, and the Governor of Cayman Islands. That was justified action against fraud.
Under new management: ✓ Real, working contact information - contact@dutyfreecubancigars.com (we respond) ✓ Working phone support - no fake numbers ✓ Secure payment methods with buyer protection - no Zelle-only schemes ✓ Responsive to all emails - within 24 hours ✓ Real shipments with tracking - proof of delivery
We cannot access Damian Bancroft's Zelle transactions to refund what he stole, but we want to make a meaningful gesture. If you're willing to see we're completely different, we'll send you complimentary premium cigars with full tracking - no payment required, no Zelle, real contact information - just proof we're legitimate.
Contact us at: contact@dutyfreecubancigars.com - this email works, and we respond.
Damian C. Bancroft was a fraud. That operation is over.
Best regards,
Placed my order on December-2
Placed my order on December-2, 2019. I emailed Damian 3 times since then, asking for order status. Today is 23 of december and i didn't receive any information. No response to my emails. My order remains "pending" on the website. I also have ordered and received product from another seller. This has been a frustrating experience, zero communication.
My recommendation is don't use these seller.!!!!!!!! TODAY IS 13 TH OF JANUARY.STILL NO ANSWER, NO CIGARS, NO MONEY BACK.!!!!!!!!!!!!!!!!!!!!!!!
24. december 2019
Uopfordret anmeldelse
Besvarelse fra Cuban Cigars
Dear Peter,
We sincerely apologize for the terrible experience you had with your December 2, 2019 order. The fact that you successfully ordered and received cigars from another seller during the same time period makes Damian's failure even more inexcusable - it proves the delays weren't industry-wide, they were specific to his poor operation.
We are the new owners of Duty Free Cigar Co. We recently acquired this business and were not operating in December 2019 or January 2020. Damian and the previous management who ignored your 3+ emails are completely gone.
Your timeline shows the complete breakdown:
December 2: Order placed
December 23: 3 emails sent, zero responses, still "pending"
Same period: Successfully received cigars from another seller
January 13: Still no answer, no cigars, no refund
The contrast with your other successful purchase proves this wasn't about shipping challenges - it was about Damian's complete lack of professionalism and communication.
Under new management: ✓ Proactive communication - you won't need to send 3 emails for status ✓ Competitive delivery times - like other reputable sellers ✓ Real order processing - not permanent "pending" status ✓ Response to every email - within 24 hours ✓ Refunds honored when requested - not ignored
Your recommendation to avoid that seller was absolutely correct. If you're willing to see we're completely different, we'll send you complimentary premium cigars with full tracking - no payment required - to prove the NEW Duty Free Cigar Co. operates like the professional seller who delivered to you successfully.
Contact us at: contact@dutyfreecubancigars.com
You deserved the same service you got elsewhere. We're committed to providing it.
Best regards,
It took a very long time to receive…
It took a very long time to receive SOME of the cigars. Tracking number was not sent. They said the distributor did not send it. Waiting for final box. On 4th dec he said it would sent in 3 days with tracking. No tracking again nor the final box. No replies since the 4th. They have shut down their facebook. Hope this will get me a refund or final box. Initial order made months ago.
UPDATE: I am still owed 1 box. They have been completely non-responsive. I have asked got a refund and he has not even responded. I would recommend NOT to use this company. I have reported to credit card company.
22. december 2019
Uopfordret anmeldelse
Besvarelse fra Cuban Cigars
Dear Michael,
We sincerely apologize for your frustrating experience. Receiving SOME of your order after a very long wait, only to be left waiting for the final box with broken promises and no tracking, is completely unacceptable - especially after they shut down their Facebook and went silent.
We are the new owners of Duty Free Cigar Co. We recently acquired this business and were not operating at the time of your order. The previous management who partially fulfilled your order, promised the final box in "3 days" on December 4th, and then disappeared are completely gone.
Your situation is particularly frustrating because:
✅ You received partial shipment (proved they COULD deliver)
❌ No tracking numbers provided (blamed "distributor")
❌ Promise of final box in 3 days - never came
❌ Shut down Facebook - eliminating contact channels
❌ Complete silence after December 4th
❌ Ignored refund requests for the missing box
You were right to report to your credit card company - that was the appropriate action when they refused to complete your order or refund the missing box.
Under new management: ✓ Complete order fulfillment - all boxes delivered, not partial ✓ Real tracking numbers - no "distributor didn't send it" excuses ✓ Honest timelines - if we say 3 days, we mean it ✓ Active communication channels - we don't shut down and hide ✓ Refunds honored - when we can't deliver, we refund promptly
We cannot access the previous owner's records to refund the missing box they owed you, but we want to make this right. If you're willing to give the NEW Duty Free Cigar Co. a chance, we'll send you a complimentary box of premium cigars with full tracking - no payment required - to replace what you never received.
Contact us at: contact@dutyfreecubancigars.com
You paid for a complete order. We're committed to delivering complete service.
Best regards,
I ordered 2 boxes of cuban cigar…
I ordered 2 boxes of cuban cigar from this website in September, 2019. More than 2 months later no items. I tried to contact Damian but phone was disconnected and no active email address. He took my money right away but no cigars....
12. december 2019
Uopfordret anmeldelse
Besvarelse fra Cuban Cigars
Dear Hitomi,
We sincerely apologize for what happened with your September 2019 order. Losing money for 2 boxes of cigars, discovering the phone was disconnected, and finding no active email address shows clear fraud - they took your money and disappeared.
We are the new owners of Duty Free Cigar Co. We recently acquired this business and were not operating in September 2019. Damian and the previous operation that took your money and then disconnected all contact methods are completely gone.
The pattern you experienced is textbook fraud:
✅ Took your money "right away"
❌ No cigars delivered after 2+ months
❌ Phone disconnected when you tried to follow up
❌ No active email address to contact
❌ Complete disappearance with your money
Under new management: ✓ Working contact channels - contact@dutyfreecubancigars.com is active and monitored ✓ Real phone support - no disconnected numbers ✓ Fast delivery - not 2+ months of waiting ✓ Responsive communication - we don't disappear after payment ✓ Legitimate operation - real cigars, real tracking, real accountability
If you're willing to see we're completely different, we'll send you complimentary cigars (representing what you never received) with full tracking - no payment required - to prove the NEW Duty Free Cigar Co. is legitimate with working contact information.
Contact us at: contact@dutyfreecubancigars.com - this email works, and we respond.
Damian's fraud operation is over. We're here with real accountability.
Best regards,
Follow the instructions for ordering…
Follow the instructions for ordering very carefully, be patient, and you will be rewarded with Authentic Cuban Products. Nothing else like them on earth. Damian was helpful in educating me to the process and updating me on my shipment. I will order again. Thanks Damian!
9. december 2019
Uopfordret anmeldelse
Besvarelse fra Cuban Cigars
Dear Mike,
Thank you so much for your positive feedback and patience during your order! We're thrilled to hear you received authentic Cuban products and had a good experience.
We are the new owners of Duty Free Cigar Co. We recently acquired this business and are committed to maintaining the quality you experienced while significantly improving our service standards.
We're glad you appreciated: ✅ Authentic Cuban products - we continue sourcing only genuine, premium cigars ✅ Educational approach - we still help customers understand the process ✅ Order updates - now with even faster communication and tracking
Under new management, we've enhanced the experience:
Faster processing and shipping - especially to the US (free shipping available)
Proactive communication - real-time tracking on every order
Streamlined ordering - simplified process, same authentic quality
Responsive customer service - quick answers to any questions
As a valued returning customer, we'd love to send you complimentary premium cigar samples to showcase our new operation and thank you for your past business. You'll experience the same exceptional Cuban cigars you loved, with even better service and speed.
Contact us at: contact@dutyfreecubancigars.com to claim your samples or place your next order with a special returning customer discount!
Thank you for your business and kind words!
Best regards,
Delivered
Damian Delivers.
Sometimes miscommunication happens. Damian sent my order and it arrived.
I will continue to do business with him and appreciate him responding to my post.
7. december 2019
Uopfordret anmeldelse
Besvarelse fra Cuban Cigars
Dear Darryl,
Thank you for updating your review and sharing your positive outcome! We're glad your order arrived and that the situation was resolved.
We are the new owners of Duty Free Cigar Co. We recently acquired this business and are committed to eliminating miscommunications and ensuring every customer has a smooth experience from start to finish.
We appreciate customers like you who are understanding and patient when issues arise. Your willingness to update your feedback shows integrity, and we value that.
Under new management, we've implemented improvements to prevent miscommunications: ✅ Automated order confirmations - instant confirmation when you place an order ✅ Proactive tracking updates - you'll know exactly where your shipment is ✅ Faster response times - customer service within 24 hours ✅ Streamlined processes - clearer communication at every step ✅ Free shipping to the US - faster delivery, better value
As a loyal customer who gave us a second chance, we'd love to thank you personally. Contact us at contact@dutyfreecubancigars.com to receive complimentary premium cigar samples with your next order, plus a special returning customer discount.
We're committed to earning your continued business with even better service than before.
Thank you for your understanding and loyalty!
Best regards,
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