My order dated 20 September was shipped via Royal Mail on 21 September - went to Gatwick - forwarded to Heathrow - sent to London Royal Mail centre - then back to Heathrow - finally arriving in Paris on 28 September - I received it on 30/September. For this service I paid £19.95. Not good enough.
I sent an email to the company and not received a reply.
havanahouse.co.uk replies: 01/10/2019
This is meant to be a review of Havana House, you seem to be reviewing Royal Mail. We sent your order out the day you ordered and there was a delay in the Royal Mail postage system, this is something out of our control. We are always available on the phone or you could have called Royal Mail with your tracking number.
I ordered a 10 pack of mood cigars but they only sent a pack of 5 . I sent many emails to complain but so far have not received any reply . Not a very good experience for a new first time buyer.
havanahouse.co.uk replies: 09/09/2019
You ordered a pack of 5 and that is exactly what we sent you. If you wanted a pack of 10 double filters then we can always swap that over for you. We have seven shops you can call directly, a direct website number, seven facebook pages that you can contact, instagram...
Ordered and paid for 1-2 day tracked service, 3 days after order dashboard still had a status of processingorder , emailed and rang the number of website twice to find out the where the items where, no reply to any. Order finally arrived 7 days after order Will not be ordering again from Havana House
havanahouse.co.uk replies: 04/09/2019
You have ordered with us seven times and recieved your orders normally next day even though you are at the opposite end of the country. Royal mail had issues with your parcel and we did try to contact you. We hope you're more forgiving to others.
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I have been smoking my stash of different Cuban cigars this week, purchased in Havana in 2011, and found each and every one in perfect condition and thoroughly enjoyable,I lit up one of my King Edward Imperial cigars this evening purchased on line from your company and it slowly unravelled and began breaking up before it had reached the halfway burndown stage.I had to throw it away. Money wasted.
havanahouse.co.uk replies: 02/09/2019
If you're not happy with the product you can send it back to us and we can replace it. You're only wasting your money if you leave a review like this before even contacting us.
I purchased 25 jose l Piedra brevas cigars , they were for a lads poker night,
their were eight of us we each tried two because the first ones wouldn't draw and were to tight, we tried every way to get a draw but nothing worked the remainder are in my humidor along with my best? so sixteen out of 25 no good it was like sucking on a peace of wood? I sent them a email but still no reply£165.00
havanahouse.co.uk replies: 29/08/2019
If you're not happy with the cigars then you can send them back to us and they will be replaced. Cigars are an all natural hand made product and sometimes can have a tighter draw. Next time you have a poker night give us a call and we will reccomend cigars for you.
Delivered late, messed up my plans and cost me money.
havanahouse.co.uk replies: 17/06/2019
You ordered the item at 10:45pm on Friday night and went for standard delivery 2 - 3 day delivery. Your item was sent on Saturday and was with you by Wednesday. If you needed the item earlier than that it would have been best to pay for faster delivery. We can't match your unrealistic delivery expectations if you're not willing to pay extra for faster delivery.
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Asked them repeatedly by email and phone for advice and took them a week to reply back. Interestingly the answer was not clear so I had to ask again to which they didn't reply. Incredibly poor customer service, will definitely not recommended buying from them. Even Ryanair has better customer service
havanahouse.co.uk replies: 14/03/2019
Our e-mail system was down over the weekend due to a server upgrade. We did try to contact you via phone to tell you that the cigars you wanted were in stock and ready to order. We also sent emails when our server was back up. Much like a Ryanair flight the review system is over your head.