Date of publication
04/07/2020
Date of order
20/06/2020
04/07/2020
Despite phone calls and emails no response from anyone regarding orders or questions on products unlikely to use them again.
2.33
Poor

Date of publication
29/06/2020
Date of order
15/06/2020
29/06/2020
The items took 10 days to arrive and when they did one of the items I paid for was missing. I have emailed and rang the company and have now been waiting for 5 days with no reply. Overall I am very disappointed with the customer service after this company was recommended to me ! I would not be recommending them to other colleagues and friends.
2.00
Poor

Date of publication
29/06/2020
Date of order
15/06/2020
29/06/2020
I have had so many problems with my order, contact by phone goes to voicemail and not responded to. Emails not responded to. Messages not responded to. I would tell everyone never to deal with you. Apalling customer service.
1.67
Poor

Date of publication
23/06/2020
Date of order
09/06/2020
23/06/2020
They ignored my order for 9 days. Then it was miraculously despatched 7 minutes after I emailed them to complain. Won't be ordering from HH again.
2.33
Poor

havanahouse.co.uk replies: 26/06/2020
We prioritised your order when you let us know that you needed it. We did everything we could to get your order to you, not a miracle just us trying to do everything we can to make our customers happy.

Date of publication
23/06/2020
Date of order
09/06/2020
23/06/2020
Took so long to send that I ordered from somewhere else and cancelled. However, the cancellation received no response and the good arrived when I no longer needed them,
2.00
Poor

havanahouse.co.uk replies: 26/06/2020
You're more than welcome to send the goods back to us and we will refund. Completely up to you.

Date of publication
18/06/2020
Date of order
13/05/2020
18/06/2020
Ordered my cigars 8 days ago, Have had no indication of when I might receive them, have emailedl twice without a proper reply.
2.33
Poor

havanahouse.co.uk replies: 26/06/2020
We do have text at the top of the site stating the 6 working day delay on orders. All orders are updated with tracking code on dispatch.

Date of publication
17/06/2020
Date of order
03/06/2020
17/06/2020
Over priced have compared prices with another company in uk charging 25p per card whereas you charge 44p
2.33
Poor

havanahouse.co.uk replies: 26/06/2020
The card costs 30p to buy from the supplier. If other shops want to make a loss on profit we are out of control of that. We charge less than the recommended retail price for this product and we think it is a fair price of customers and ourselves.

Date of publication
15/06/2020
Date of order
01/06/2020
15/06/2020
I tried on numerous occasions to change an order, but my emails were ignored and nobody answered the phone and when I left my messages nobody replied. Communication is non existent
2.33
Poor

havanahouse.co.uk replies: 16/06/2020
You can contact us via e-mail, phone, facebook, google business or instagram. We even reply to reviews on here.

Date of publication
15/06/2020
Date of order
01/06/2020
15/06/2020
Very slow delivery.Obviously not in stock when ordered
2.33
Poor

havanahouse.co.uk replies: 16/06/2020
Order was dispatched 5 days after your ordered, we had the stock but obviously very busy at the moment.

Date of publication
12/06/2020
Date of order
29/05/2020
12/06/2020
I received my invoice with the totally incorrect goods. It was quite difficult to contact Havana House which I eventually did more by accident than design. I have been assured that I will receive my proper goods soon and await with anticipation. I cannot really understand how this mistake was made but accept that sometimes things go wrong and when they do...
2.00
Poor

havanahouse.co.uk replies: 16/06/2020
You messages us on social media and we responded within minutes, i'm not sure why you would class that as an accident. Also it's confusing that you have left a review before you've given us a chance to rectify your order.

Date of publication
12/06/2020
Date of order
28/05/2020
12/06/2020
The items were not packaged properly, so I received an open box through the door. Fortunately all items present but not really acceptable considering the current situation with the virus. It also took far too long for you to send the items in the first place.
2.33
Poor

havanahouse.co.uk replies: 16/06/2020
All products are sterilized and sealed. We have new shipping boxes with better exterior sticking power now and we re-tape the sides now. We have three people packing over 500 orders a day, once lockdown is over we can have more staff back in.

Date of publication
11/06/2020
Date of order
28/05/2020
11/06/2020
Still waiting for one delivery, have emailed 3 times but no response.... have used many times and are usually great but this one time has put me off a little. Still hoping to hear from you regarding my order I placed the end of last month
2.33
Poor

havanahouse.co.uk replies: 16/06/2020
Tracking no. NP057572663GB Your item was delivered on 04-06-2020.

Date of publication
11/06/2020
Date of order
26/05/2020
11/06/2020
Something seems to be wrong with your service. I placed a regular order last Sunday and it's still being processed. Normally the service is excellent and my order would have been despatched by now. Contacted you by email a couple of days ago but all I've had back so far is an automatic reply.
2.33
Poor

havanahouse.co.uk replies: 16/06/2020
3 members of staff, dealing with 5 times the amount of orders that our usual team of 6 deal with. This means a slight delay in orders being sent out.

Date of publication
10/06/2020
Date of order
27/05/2020
10/06/2020
Good thanks
2.00
Poor

Date of publication
06/06/2020
Date of order
23/05/2020
06/06/2020
Diss appointed as my order took 2 weeks to be delivered, I had to email enquiring about despatch details !
2.00
Poor

havanahouse.co.uk replies: 10/06/2020
5 to 7 days despatch and delivery times, automatic email sent when dispatched with tracking.

Date of publication
05/06/2020
Date of order
22/05/2020
05/06/2020
Would not use again , sent for my order on 22nd may was given a false tracking number , emailed them and got a standard email back saying they received my order , tried to blame royal mail because of cover 19 , I told them I had ordered of Ebay on friday free postage and received my parcel on Monday I'm sorry I did not read the reviews on this company , avoid .
1.67
Poor

havanahouse.co.uk replies: 10/06/2020
Did you not read the 3200 five star reviews over the past year? Tracking codes are generated by Royal Mail. Delivery times vary based on the location of where the item is being sent. Nonsense review.

Date of publication
04/06/2020
Date of order
21/05/2020
04/06/2020
I ordered 11 packets of cigarillos and only 9 turned up despite the order form having a tick next to the number 11 like they put in the correct amount?!?! I've emailed them 4 times, phoned twice and sent a facebook message still no reply. To say this is my first order it will defiantly be my last! Ill pass it around the cigar groups i'm in about this to put them off too.
1.67
Poor

havanahouse.co.uk replies: 10/06/2020
There was a packing error and the missing items were refunded. Your facebook message was replied to within three minutes. We dealt with you in a friendly manner even though you were aggressive towards us. Thank you for not using us again.

Date of publication
04/06/2020
Date of order
21/05/2020
04/06/2020
I HAVE RATED DELIVERY & CUSTOMER AS VERY POOR PURELY DOWN TO THAT FACT THAT £160 WORTH OF CIGARS WERE LEFT ON MY DOOR STEP WHERE ANYONE COULD HAVE WALKED OF WITH THEM.
2.33
Poor

havanahouse.co.uk replies: 10/06/2020
You should talk to your postman if you have an issue with where your parcels are left.

Date of publication
04/06/2020
Date of order
21/05/2020
04/06/2020
Slow postage, missing items from delivery no reply to four emails sent
2.33
Poor

havanahouse.co.uk replies: 10/06/2020
Slow postage is due to the current situation we are all dealing with. The missing items were resent to you after we replied to the first email you sent.

Date of publication
27/05/2020
Date of order
12/05/2020
27/05/2020
Recieved a cheaper and smaller cigar than the one I ordered
1.67
Poor

havanahouse.co.uk replies: 03/06/2020
And instead of getting in contact to rectify a packing error you just left a review. That's not very constructive for either of us.

Date of publication
26/05/2020
Date of order
10/05/2020
26/05/2020
Hi I’m chasing my order I placed 120391
I would just like a update on it . This is the 3rd email I have sent and I have not heard back from you
Please update me on the order
Customer services is not very good
Kind Regards
Paul Romain
2.33
Poor

havanahouse.co.uk replies: 03/06/2020
Your items are on the way with Royal Mail NP057656831GB

Date of publication
21/05/2020
Date of order
07/05/2020
21/05/2020
I ordered and paid for 50 cigars. 25 cigars were delivered without explanation. I have tried to contact Havana House by phone and email for an explanation. They have chosen to ignore my attempts for an explanation. I paid by Amex and Amex have raised a dispute procedure on my behalf.
No one should do business with this firm.
1.67
Poor

havanahouse.co.uk replies: 23/05/2020
Your cigars were split shipped from two of our warehouses as stated on the packing sheet. Thankfully over 7000 customers have been understanding since lockdown has been upon us.

Date of publication
18/05/2020
Date of order
03/05/2020
18/05/2020
First time I used this company the experience was excellent. Second time got sent incorrect tobacco, when I rang the first person was quite abrupt for a customer service person. I then received a call from a manager saying she would send me out the labels to return the stock and then they would send me the correct tobacco. I am still waiting and it has been a couple of weeks now.
2.33
Poor

havanahouse.co.uk replies: 23/05/2020
The returns bag has been sent out, hopefully it is already with you by now. Please don't confuse abruptnes with a local accent, both of the staff on customer services have over 25 years of experience and are always happy to help.

Date of publication
06/05/2020
Date of order
21/04/2020
06/05/2020
Arrived in perfect condition, but delivery process and after sale experience wasn’t smooth.
2.00
Poor

havanahouse.co.uk replies: 08/05/2020
We find a nationwide pandemic doesn't make things run smoothly.

Date of publication
04/05/2020
Date of order
19/04/2020
04/05/2020
I ordered and paid for 2 packs of menthol chill cards and only received 1 pack and I have e mailed 3 times and had no response whatsoever so I am still owed either 1 pack or a refund for the pack I paid for and didn’t receive unless this is resolved I will not be ordering from them again
1.67
Poor

havanahouse.co.uk replies: 08/05/2020
This item is split shipped as stated on the delivery note. We look forward to seeing your updated review when it's with you.

Date of publication
02/05/2020
Date of order
07/04/2020
02/05/2020
Great selection of tobacco but international orders are billed at a flat rate of £49.95 with a note saying they'll contact you if it's more or less... I buy a lot of tobacco from the UK, postage is usually £10, £11 if it's tracked. Obviously I wasn't contacted and when I emailed to enquire about the postage I was ignored. That's an extra 3 tins of tobacco if you order from somewhere else...
2.33
Poor

havanahouse.co.uk replies: 03/05/2020
If we don't contact you the difference is given back to your account as reward points credit for your next order. We will always send international orders with the best tracked and delivery times possible.

Date of publication
29/04/2020
Date of order
31/03/2020
29/04/2020
I received only part of an order from March 2020. Admittedly, it arrived late due to postal issues during this time. The other items were not received BUT I was charged for them. I have 'phoned and emailed and have not received any reply. I would like the items not received or credited. I would welcome some kind of communication from you.
1.67
Poor

havanahouse.co.uk replies: 03/05/2020
We did respond to your email asking if you'd prefer to have the remaining items or a refund. We will contact you again on Monday so that we can sort this out for you.

Date of publication
16/04/2020
Date of order
09/04/2020
16/04/2020
Very slow postage and not good with keeping you updated
2.00
Poor

havanahouse.co.uk replies: 18/04/2020
We can't update you with much when the postage is so slow at the moment.

Date of publication
12/04/2020
Date of order
04/04/2020
12/04/2020
Still waiting.............
1.67
Poor

havanahouse.co.uk replies: 14/04/2020
Parcel has been lost in Royal Mail's system, we are working on a solution so that your order gets to you as soon as possible.

Date of publication
01/04/2020
Date of order
23/03/2020
01/04/2020
I used Havanahouse because my normal supplier had run out of stock, however my normal supplier, a day later, informed me that their stocks had been replenished and I ordered from them as well. They still managed to deliver my order 7 days before Havanahouse, who had quoted 2-3 days delivery but took 9 days! Very disappointing.
2.33
Poor

havanahouse.co.uk replies: 02/04/2020
We (tobacconist) all order our stock from the same small group of suppliers, unfortunately they had run out when we placed our order and we had to wait, we are happy that you got the tobacco early. We are all in this together and ultimately we just want people to get their orders as soon as possible. We updated you with the status of your order and gave you a realistic idea of when it would come.

Date of publication
20/01/2020
Date of order
13/01/2020
20/01/2020
I went into your shop in Hove and was very disappointed to be served by a rude and very unhelpful shop assistant. I'd gone out of my way to visit the shop as I always order online. Needless to say I wont be returning to the shop again
2.33
Poor

havanahouse.co.uk replies: 21/01/2020
We are sorry to hear that you found our shop assistant unhelpful. We will conduct a full investigation. We pride ourselves on offering fantastic service in all eight of our shops and online. We will be in contact with you shortly.

Date of publication
05/01/2020
Date of order
28/12/2019
05/01/2020
ordered on the 28th for a new year cigar. Every day it was "will be delivered today" actually arrived on the 4th.
1.67
Poor

havanahouse.co.uk replies: 07/01/2020
Unfortunately this was an issue with Royal Mail, not sure why you gave a low rating on goods and customer service.

Date of publication
30/09/2019
Date of order
20/09/2019
30/09/2019
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.
2.33
Poor

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.

Date of publication
04/09/2019
Date of order
28/08/2019
04/09/2019
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.
1.67
Poor

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...

Date of publication
04/09/2019
Date of order
27/08/2019
04/09/2019
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
1.67
Poor

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.

Date of publication
02/09/2019
Date of order
25/08/2019
02/09/2019
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.
2.33
Poor

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.

Date of publication
29/08/2019
Date of order
20/08/2019
29/08/2019
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
2.33
Poor

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.