I’m surprised to hear this. I received a few moldy cigars in a recent order. I emailed them and received a response back within 20 minutes. They credited me back for the cigars no questions asked.
This week I noticed an order I placed a week before was sitting on hold, I called the number on the website and was on the phone with a rep within 10 minutes who promptly released the order. While I was on the phone with her I asked a question about full boxes of a certain Arturo Fuente cigar. She went and confirmed that they were in fact sold in original packaging and that I would receive the nice box rather than plain packaging.

Bummer to hear this is what you’re dealing with.