Date of publication
02/07/2020
Date of order
11/06/2020
02/07/2020
awful service. ordered £250 of product 3 weeks ago. Nothing has arrived. no reply to my email or voicemail. Starting to wonder if this company exists anymore.
1.00
Very Poor

Date of publication
01/07/2020
Date of order
17/06/2020
01/07/2020
They shipped me the wrong cigars and haven't replied to my emails. One week later, I don't hold much hope of a response.
1.00
Very Poor

Date of publication
01/07/2020
Date of order
17/06/2020
01/07/2020
I spent £100 over 2 weeks ago and it hasn't been sent yet, I tried calling twice and left voicemails but no one called me back, I'm very annoyed as if I would have known that I would have to wait this long after spending a lot of money I would have used another shop. Very poor customer service
1.00
Very Poor

Date of publication
30/06/2020
Date of order
14/06/2020
30/06/2020
I received an email 18th June to say on way to Royal mail. Allow 7 days. I emailed them 28th June to ask where order was, no reply. I've emailed again today and tried to ring. It said the number was not in use!!
1.00
Very Poor

Date of publication
30/06/2020
Date of order
16/06/2020
30/06/2020
First order arrived on time, but slightly damage. Placed another 2 orders and was told there could be a 4-5 day delay. After 2 weeks of waiting I decided to cancel my order but nobody answered the phone or responded to emails. After several chasers and threats of reporting them to my credit card company the orders were finally cancelled......however, I still haven't received my refund. AVOID!
1.33
Very Poor

Date of publication
29/06/2020
Date of order
15/06/2020
29/06/2020
RUBBISH.... SENT stuff out , not what I ordered.... I will stop payment via credit card..
DO not trust ,,,,,,!!!!!!!!!
1.00
Very Poor

Date of publication
28/06/2020
Date of order
13/06/2020
28/06/2020
Took ages to come, couple of weeks, not impressed with the liquids that I brought.
Won't be ordering again
1.00
Very Poor

Date of publication
28/06/2020
Date of order
10/06/2020
28/06/2020
I made my order early June and still did not hear from Havana house yet. I sent 3 follow up emails and I receive an auto reply telling me they reply later. I made three telephone calls and I got auto reply recorded message. It had been several weeks and the order has not been shipped yet
1.00
Very Poor

Date of publication
26/06/2020
Date of order
11/06/2020
26/06/2020
I haven't received my order. There's been no response. I don't think it's been processed.
1.00
Very Poor

Date of publication
25/06/2020
Date of order
28/05/2020
25/06/2020
I’ve used this shop many times over the years and the service I’ve received during the last month has been unacceptable... I placed two orders on the 08/05 One arrived about 10 days after I chased it up the second one has yet to arrive after countless emails I finally got an answer back last week 18/06 Which they said they’ll send another one out 1 week later still yet to receive
1.00
Very Poor

havanahouse.co.uk replies: 26/06/2020
Thank you for your repeat orders over the years. We have tried to be as transparent as possible with the current situation we are trying our best to deal with.

Date of publication
25/06/2020
Date of order
11/06/2020
25/06/2020
Never even received it, just horrible.
1.00
Very Poor

havanahouse.co.uk replies: 26/06/2020
Tracking no. NP057597585GB Your item was delivered on 24-06-2020. Horribly inaccurate review

Date of publication
24/06/2020
Date of order
10/06/2020
24/06/2020
Took forever for my product to arrive. Massively over priced. Cost £10 for half of a cigar that costs £14 for a full cigar at my local store. Wouldn’t use again.
1.33
Very Poor

havanahouse.co.uk replies: 26/06/2020
You can't really compare a Montecristo no.5 to a machine made cigar. Review doesn't make sense.

Date of publication
23/06/2020
Date of order
23/05/2020
23/06/2020
You have not replied to my emails about the wrong cigars delivered.
Roland Littlewood.
1.00
Very Poor

havanahouse.co.uk replies: 26/06/2020
We will resend our email to you. Thanks for letting us know.

Date of publication
23/06/2020
Date of order
09/06/2020
23/06/2020
My order is almost a month and it has not been shipped and our assessment is zero for ten Why is all this time and the order under treatment is nonsense from your sellers and is not a professional business at all and I hope to end the subject of my shipment as soon as possible
1.33
Very Poor

havanahouse.co.uk replies: 26/06/2020
Your order is being held at Saudi customs. Unfortunately you will have to contact them and pay the necessary duty to recieve your order.

Date of publication
23/06/2020
Date of order
31/05/2020
23/06/2020
1 month later still have not recived my order, still says processing for an item they were supose to have in stock, recived from other uk sellers after a few days like usual.
No respond on email either.
1.00
Very Poor

havanahouse.co.uk replies: 26/06/2020
Your order is definitely on the way to you. We hope that you update your review when you receive it.

Date of publication
22/06/2020
Date of order
08/06/2020
22/06/2020
Wasn’t allowed to leave a rating of zero stars :(. Placed an order some time ago. The money was taken. Emailed for an update and never received a reply. The order was for my son’s 30th birthday present. Considering contacting the police.
1.00
Very Poor

havanahouse.co.uk replies: 26/06/2020
We did email to let you know that this is a made to order product and we were waiting for it to come in. We are surprised as to why you would want to involve the police in this situation.

Date of publication
21/06/2020
Date of order
07/06/2020
21/06/2020
Order was incomplete with an item missing. I still have not received a response from Havana House to my email informing them and am still waiting for resolution.
1.00
Very Poor

havanahouse.co.uk replies: 26/06/2020
Thanks for letting us know, we will be in contact shortly to sort out the missing item for you.

Date of publication
21/06/2020
Date of order
07/06/2020
21/06/2020
It’s been 2 weeks and I haven’t had any contact from the shop, and my order has not arrived.
1.00
Very Poor

havanahouse.co.uk replies: 26/06/2020
We will contact you as on our system the order wasn't actually placed. If we can confirm a payment on our system then we can change it from cancelled to processing.

Date of publication
21/06/2020
Date of order
07/06/2020
21/06/2020
Sent wrong item. Been over a week & only now someone has replied saying sent an envelope for u to return them’... what about the correct order ? How about sending that out?! Not happy
1.00
Very Poor

havanahouse.co.uk replies: 26/06/2020
Once we get the item back we can send out the items for you. This is all resolved within a couple of days if you send the items back to us at when it's best for you.

Date of publication
20/06/2020
Date of order
11/05/2020
20/06/2020
I only received half of my order, when I phoned Havana House to complain they stated that they would send outstanding order asap. They did not and further phone calls to them were ignored. Now because of the lifting of the rules I get my tobacco from a reliable source that does not ripe you of.
1.33
Very Poor

havanahouse.co.uk replies: 26/06/2020
We sent the remainder of your order with tracking that day. We are not here to rip our customers off.

Date of publication
19/06/2020
Date of order
05/06/2020
19/06/2020
Not as good as I thought
1.00
Very Poor

havanahouse.co.uk replies: 26/06/2020
If you're not happy with a product we are always more than happy to give you a replacement.

Date of publication
18/06/2020
Date of order
20/05/2020
18/06/2020
Absolutely shocking! No correspondence from them, waited 3 weeks for my order and over priced!
1.00
Very Poor

havanahouse.co.uk replies: 26/06/2020
We are not sure how selling a 45p product below the recommended retail price is over priced. Extremely confusing.

Date of publication
18/06/2020
Date of order
17/05/2020
18/06/2020
Sent wrong item - been trying for 3 days to reach ANYONE to sort this out - no one answers emails or phone ??? NOT HAPPY
1.00
Very Poor

havanahouse.co.uk replies: 26/06/2020
We are answering the phone but the problem is we can only have so many staff answering the phone at the moment. We are finding that our line is busy from 10am-6pm but you can contact us 24/7 through our various different contact options. I'll make sure this issue is sorted out for you.

Date of publication
17/06/2020
Date of order
03/06/2020
17/06/2020
Still has not arrived. No reply to email requesting update. Terrible.
1.00
Very Poor

havanahouse.co.uk replies: 26/06/2020
We will resend your order as it seems Royal Mail have misplaced it. Thanks for letting us know you didn't receive it.

Date of publication
17/06/2020
Date of order
02/06/2020
17/06/2020
cigars arrived some damaged. contacted customer service and not even. heard back. I spent £500 and I am being ignored. BEWARE
1.00
Very Poor

havanahouse.co.uk replies: 26/06/2020
Please be aware that we are constantly responding back to customers to try and resolve any orders issues. We also require documentation of the damage so we can arrange replacements for you. Please get in contact with us so we can sort everything out.

Date of publication
17/06/2020
Date of order
20/05/2020
17/06/2020
Never received delivery, Royal mail code made up. Ignored email and so on. Will be reporting there company.
1.00
Very Poor

havanahouse.co.uk replies: 26/06/2020
We send out over 500 orders every day, we are confused as to why you think we are 'making up' Royal Mail tracking codes.

Date of publication
16/06/2020
Date of order
02/06/2020
16/06/2020
I placed an order with havanahouse exactly 2 weeks ago today. It is still in processing’ so I am yet to receive the item. I have tried calling them, leaving voicemails & sent an email to find out when I am going to get my order. I am yet to hear back from them. Customer service would be 0 stars if possible as it is non existent. I certaintly wont be using them again nor recommend!
1.00
Very Poor

havanahouse.co.uk replies: 26/06/2020
We have emailed you on three separate occasions to update you on the status of your order. Hopefully when your order is with you you'll be inclined to update your review.

Date of publication
15/06/2020
Date of order
29/05/2020
15/06/2020
Confiscated by Irish customs!!
1.00
Very Poor

havanahouse.co.uk replies: 16/06/2020
Your order was sent from Windsor, Berkshire to Gerrards Cross, Buckinghamshire. Not really sure how Irish customs would have been involved.

Date of publication
15/06/2020
Date of order
01/06/2020
15/06/2020
Very fast shipping
1.00
Very Poor

Date of publication
15/06/2020
Date of order
01/06/2020
15/06/2020
Do not order from them!
You will never get what you have ordered! We have tried contacting ship in every way possible and nobody gets back to you, nor answer the phone!
1.00
Very Poor

havanahouse.co.uk replies: 16/06/2020
Tracking no. QS171544175GB Your item was delivered on 04-06-2020.

Date of publication
14/06/2020
Date of order
31/05/2020
14/06/2020
Fast and reliable company.
1.00
Very Poor

Date of publication
14/06/2020
Date of order
31/05/2020
14/06/2020
Delivery was on time, couldn’t fault it at all
1.00
Very Poor

Date of publication
12/06/2020
Date of order
29/05/2020
12/06/2020
I'm still waiting after 2 weeks for my order
I've emailed chasing the order but had no reply
Very poor
1.00
Very Poor

havanahouse.co.uk replies: 16/06/2020
Tracking no. QS196681518GB Your item was delivered on 15-06-2020.

Date of publication
11/06/2020
Date of order
27/05/2020
11/06/2020
Over priced and long delivery time
1.00
Very Poor

havanahouse.co.uk replies: 16/06/2020
Rizla cards recommended retail price is 50p, you paid 44p for them. Not really sure how you would class this as overpriced.

Date of publication
11/06/2020
Date of order
23/05/2020
11/06/2020
Very good
1.00
Very Poor

Date of publication
10/06/2020
Date of order
09/05/2020
10/06/2020
Extremely poor service. Been 2 months since my order and no delivery yet.
Have not heard anything back from them either. DO NOT SHOP at this store.
1.00
Very Poor

havanahouse.co.uk replies: 16/06/2020
You're ordering from Australia, it takes time for your order to get to you and we make it clear that we have no responsibly with customs issues. I'll do everything I can to see exactly where your parcel is.

Date of publication
09/06/2020
Date of order
26/05/2020
09/06/2020
I ordered my cigars may 26th, and on the website it said if you pay over £100 you will get next day delivery. I paid £108, so expected what I was promised. After a week and a half, I emailed and the reply was, you will receive your goods on Tuesday or Wednesday the 2nd or 3rd of June. Nothing came...So I called, and they said Wednesday 10th June. So I am now waiting fir that day to come (tomorrow)
1.00
Very Poor

havanahouse.co.uk replies: 10/06/2020
Our website does not state anywhere about next day delivery on orders over £100. There is a message in red font at the top of the homepage saying that due to high order numbers there is a 5-7 working day delay on orders being delivered.

Date of publication
09/06/2020
Date of order
12/05/2020
09/06/2020
Ordered on 23rd of May. Hasn’t arrived yet. Email sent no response.
1.00
Very Poor

havanahouse.co.uk replies: 10/06/2020
Ordered was dispatched sameday, it's still with Royal Mail. Hopefully will be with you shortly.

Date of publication
08/06/2020
Date of order
25/05/2020
08/06/2020
Order was not processed after 14 days I cancelled order and await refund
1.00
Very Poor

havanahouse.co.uk replies: 10/06/2020
Order refunded, sorry we couldn't get your order out in our usual timeframe.

Date of publication
08/06/2020
Date of order
09/05/2020
08/06/2020
My order was placed TWICE & never arrived. I was promised a refund for £75 on May 29th which has still not reached my account. Never buying from Havana House again.
1.00
Very Poor

havanahouse.co.uk replies: 10/06/2020
Your order was placed ONCE. Royal Mail lost it so we have to wait for their investigation before processing a refund. This has been completed and your refund processed. Hopefully you will try us again when things are back to normal.