Date of publication
04/07/2020
Date of order
20/06/2020
04/07/2020
The product is excellent, and that's the most important thing.

But...

Placing the order is next to impossible, and not even our great and glorious Matt Hancock (the most incompetent Government Minister of all time) could contrive any justification for the absolutely insane delay in delivery.

Order now for Christmas 2025, and if you're VERY VERY lucky, it might arrive in time. Or no
3.00
Fair

Date of publication
04/07/2020
Date of order
20/06/2020
04/07/2020
I was missing 9 liquorice razzle papers rang customer service 30/6/20 they reassured me they would be posted straight away its now 4,/7/20 and yet to recieve very disappointed
3.00
Fair

Date of publication
02/07/2020
Date of order
18/06/2020
02/07/2020
Long delivery time.
2.67
Fair

Date of publication
02/07/2020
Date of order
18/06/2020
02/07/2020
Delivery was Slow! This is my second order of Toscano cigars From Havana house but I have since found a shop that charges substantially less for theses excellent cigars.
3.00
Fair

Date of publication
01/07/2020
Date of order
08/06/2020
01/07/2020
My order was split into two packages 10 days after ordering when I enquired via FB messenger what was happening to it. The second package was missing an item. Once again FB messaged and finally got the order. It took a long time and was disappointing however I have made another order and hopefully there won't be similar problems. I have to say that once contacted via messenger the staff were great
3.33
Fair

Date of publication
01/07/2020
Date of order
16/06/2020
01/07/2020
2 weeks to deliver, only a generic email back when chasing order but once arrived, the goods were great.
3.00
Fair

Date of publication
30/06/2020
Date of order
16/06/2020
30/06/2020
Delivery was on time but slower than my other orders. I also asked for a delivery date with my order and didnt get a reply. Otherwise good service
3.33
Fair

Date of publication
27/06/2020
Date of order
13/06/2020
27/06/2020
All I hear these days is covid has affected delivery times at Royal Mail etc, it's all lies they are laying off 2000 staff due to reduced operations. The company sending the product has been affected and should say so..
2.67
Fair

Date of publication
27/06/2020
Date of order
13/06/2020
27/06/2020
Item is as usual: well packed and product is what one would expect. However, on this occasion I was disappointed with he delivery time, it took longer than stated. I realise that current situation, but I thought it was a longer delivery time than necessary.
2.67
Fair

Date of publication
26/06/2020
Date of order
12/06/2020
26/06/2020
Slow to process order, Royal Mail delivery was fine. Average packaging.
3.00
Fair

Date of publication
26/06/2020
Date of order
12/06/2020
26/06/2020
Hello
3.33
Fair

Date of publication
26/06/2020
Date of order
12/06/2020
26/06/2020
Delivery was slow. My selection was ok but now I know what I like and in future will order what I know I like.
3.00
Fair

Date of publication
25/06/2020
Date of order
11/06/2020
25/06/2020
Just personal choice of not liking the sterling cigarillo
3.00
Fair

havanahouse.co.uk replies: 26/06/2020
With the menthol ban this is the closest product to a menthol cigarette. We think that they might not be for everyone but definitely worth trying.

Date of publication
25/06/2020
Date of order
10/06/2020
25/06/2020
Products were good when arrived but delivery really slow. This is warned of upon order but still was disappointingly much much slower than advises. Comms throughout sadly lacking.
3.00
Fair

havanahouse.co.uk replies: 26/06/2020
We have given realistic times on dispatch and delivery and are always available of you would like to talk to us.

Date of publication
24/06/2020
Date of order
10/06/2020
24/06/2020
Very long dispatch times, compared to other orders from my usual cigar merchant (G Gars Ltd), no response from email or phone however prompt response from facebook messanger. Once dispatched arrived next day. Order arrived in impeccable condition. However I note very immature responses from concerned customers on this website and that has discouraged me from further purchases.
2.67
Fair

havanahouse.co.uk replies: 26/06/2020
We have more of our staff available as restrictions soften. Most of our customers like yourself are fantastic and we are grateful for your support.

Date of publication
23/06/2020
Date of order
07/06/2020
23/06/2020
Product was as described, the beautiful presentation box had been badly damaged in transit which left it looking rather tatty. I think the goods need to be protected more for delivery apart from that really pleased with the cigars and rum, I haven’t tried either as they were a gift for Fathers Day.
3.00
Fair

havanahouse.co.uk replies: 26/06/2020
We try to protect products to our best ability during transit but once in a while a parcel can go through extensive forces beyond our control. We are always happy to send replacement boxes or products that are damaged during this phase. Unfortunately it does happen sometimes.

Date of publication
22/06/2020
Date of order
07/06/2020
22/06/2020
Is was good.
3.00
Fair

Date of publication
22/06/2020
Date of order
07/06/2020
22/06/2020
Over priced
3.33
Fair

havanahouse.co.uk replies: 26/06/2020
The product is less than the recommended retail price so we are not sure how it can be overpriced.

Date of publication
17/06/2020
Date of order
03/06/2020
17/06/2020
I think the last time I ordered the cigar it came in its proper tin case. For the money I spent this time to have the cigar poking out of a too small cardboard box was very disappointing
3.00
Fair

havanahouse.co.uk replies: 26/06/2020
Was the cigar damaged at all? We packed this particular cigar is a protective sleeve, zip lock pouch with boveda pack within a secondary protective box. An aluminium tube has less protection and no humidity control. We feel the former is a superior option.

Date of publication
17/06/2020
Date of order
01/06/2020
17/06/2020
Delivery takes a while, its due to Royal Mail delays but there should be more communication from customer service, they don't reply to emails and impossible to get a hold off on the phone. They may be under pressure right now but that would justify increasing customer service capacity to be able to serve customers better. Advice: Fix customer service process and try to use another courier service.
3.00
Fair

havanahouse.co.uk replies: 26/06/2020
Due to restrictions on how many staff we are stuck in terms of how many people we can have answering calls. We refuse to use untrained staff who can't assist in the specialist products that we sell. Counterproductive to what we are trying to achieve. In the near future we will have all staff back with us and normality will return.

Date of publication
13/06/2020
Date of order
30/05/2020
13/06/2020
Excellent product but delivery was a bit slow but perhaps due to Coronavirus issues
3.33
Fair

Date of publication
11/06/2020
Date of order
26/05/2020
11/06/2020
My 2nd order with Havana House was ultimately a disappointing experience.
Delivery - received within a week of order.
Goods - 1 of 3 items incorrect; I had to remind them after a week to send the replacement, to which I received no acknowledged reply, just a delivery note.
Customer Service - Correspondence throughout felt unprofessional and lazy, although their error was addressed.
2.67
Fair

havanahouse.co.uk replies: 16/06/2020
We have been working for over 2 months now, 7 days a week. We don't have days off because we want everyone to receive their orders. To call us unprofessional and lazy is extremely disrespectful.

Date of publication
08/06/2020
Date of order
25/05/2020
08/06/2020
No contact after 5 days emailed but got no reply. Sent second email then got an email saying my order was shipped on Saturday, an hour later got a second email apologising for the delay and telling me my order would be shipped on Monday.
3.33
Fair

Date of publication
08/06/2020
Date of order
25/05/2020
08/06/2020
Last lot of countryman cigars where good . But recent order are somehow too dry which causes
Holes in cigars , not good I’m afraid
3.00
Fair

havanahouse.co.uk replies: 26/06/2020
The cigar is naturally quite dry but if you're not happy you can always get a replacement. Please email us and let us know.

Date of publication
07/06/2020
Date of order
23/05/2020
07/06/2020
Poor delivery ordered 23th May didn't arrive until 5th of June
3.33
Fair

Date of publication
06/06/2020
Date of order
22/05/2020
06/06/2020
Nothing special really; process, delivery and products as I would expect from an online service charging these prices
3.00
Fair

Date of publication
06/06/2020
Date of order
23/05/2020
06/06/2020
Felt the postage was quite expensive
3.00
Fair

havanahouse.co.uk replies: 26/06/2020
We make zero profit on our postage, the price you pay covers the cost. We are always looking for better options at a price that benefits the customer and ourselves.

Date of publication
05/06/2020
Date of order
21/05/2020
05/06/2020
Delivery was slow, products where fine
3.00
Fair

Date of publication
02/06/2020
Date of order
19/05/2020
02/06/2020
An error occurred in my delivery address, so I sent you an e-mail for correction, but no one replied...??? However, I got the item eventually.
2.67
Fair

Date of publication
02/06/2020
Date of order
19/05/2020
02/06/2020
The Rizla Menthol Infusion Cards were surprisingly very good. I wasnt expecting the menthol to go through all of the cigarettes as much as it did, so we were very pleased that we can still manage to have menthol cigarettes.
The only disappointment was having to wait so long for them to arrive and also customer service did not reply to my email.
2.67
Fair

Date of publication
24/05/2020
Date of order
09/05/2020
24/05/2020
Very fast delivery, easy navigate website, have had one dud cigar I need to write to HH specifically about. But by and large a good operation.
3.33
Fair

Date of publication
21/05/2020
Date of order
07/05/2020
21/05/2020
I know it’s unprecedented time’s we are in but the website for dealing with queries relating to wrong deliveries refunds etc doesn’t actually allow you to lodge a query even. I was impressed with first order but not the second which was incorrect and I think I’ve been overcharged
3.00
Fair

havanahouse.co.uk replies: 23/05/2020
If there is an issue with an order you can call us, e-mail us, contact us on facebook, google business, instagram...there are lots of options and we are here 24/7 to reply.

Date of publication
05/05/2020
Date of order
28/04/2020
05/05/2020
Cigars were dry and the last wrap very flaky and peeling after cutting.
3.00
Fair

havanahouse.co.uk replies: 08/05/2020
If you ever have an issue with a cigar you can send it back to us and we can send you a replacement. We also have a great selection of cigar cutters.

Date of publication
03/05/2020
Date of order
18/04/2020
03/05/2020
Slightly dissapointed. One of them was so dried that when I smokes it just peeled in my hands up to I couldn’t smoke it. Another was so stuffed that no air was coming through. I have a humidor box, I keep 72% humidity with Boveda packs, but stil am dissapointed especially when I paid that much
3.33
Fair

havanahouse.co.uk replies: 05/05/2020
If you ever have a cigar that you're not happy with you can send it back to us and we will happily replace them.

Date of publication
01/05/2020
Date of order
17/04/2020
01/05/2020
Poor delivery. Tooks 2 weeks. And I live in Oxford not the moon
2.67
Fair

havanahouse.co.uk replies: 03/05/2020
Thanks for rating Royal Mail and their current delivery times. We are happy to try and send orders to the moon if you ever relocate.

Date of publication
01/05/2020
Date of order
23/04/2020
01/05/2020
very slow on delivery
3.33
Fair

havanahouse.co.uk replies: 03/05/2020
We are hopeful that Royal Mail will back to normal after lockdown is over.

Date of publication
27/04/2020
Date of order
20/04/2020
27/04/2020
I find it difficult to understand the price hike on Davidoff Demi tasse. I have been more than happy with the service previously and understand the delay in getting products out at the moment, but the hike in price is prohibitive and if this is to continue I will have to look elsewhere.
3.00
Fair

havanahouse.co.uk replies: 29/04/2020
The price hike is from the supplier, this is a low margin product and we try to be as competitive as other retailers. We will also price match this item so if you do find it cheaper please let us know.

Date of publication
24/04/2020
Date of order
04/04/2020
24/04/2020
I would have given delivery less but under circumstances we are in I don't mind some lateness.
It's not an essential so anyone can argue me having an thing to say but I expect even some commutation as I sent a couple of emails just to see how things were with the delivery etc.
Just a little communication would be nice.
3.33
Fair

Date of publication
24/04/2020
Date of order
17/04/2020
24/04/2020
Still waiting for my order a week on - have received the pipe filters but nothing else so far. Checked the tracker and there’s been no movement as yet. Understandable delay given Covid, but will wait til I receive the items and then amend the review.
3.00
Fair

Date of publication
22/04/2020
Date of order
07/04/2020
22/04/2020
Pleased with my purchase
3.33
Fair