havanahouse.co.uk
Reviews:

1,552 reviews in the last 12 months19,285 total reviews  

4.84
Excellent
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Top positive review

12 May 2023
 Verified review
Was I disappointed I didn't get my Marlboro tobacco? yes. So why am I still giving 5 stars? A number of reasons :- Shops DO occasionally run out of stock; Some shops give you a 'store credit' (not that I'd have minded in this case as I WILL be shopping here until I have to give up smoking or I die) - and that after you've had to ASK for a refund - I got my refund automatically without asking; I ordered two lighters, a really good one for my wife's birthday which was as brilliant as advertised; My lighter, I thought (from the price) was just one above the disposable lighters so imagine my surprise when I got a reassuringly heavy lighter which was almost as good as my wife's far more expensive one!

Top negative review

31 May 2023
 Verified review
An order has been placed and it was shipped after 5-6 days an multiple phone calls all do all of the items were in stock and I payed for priority shipping, no explanation was given for the delay
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Reviews for havanahouse.co.uk

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11 Jan 2024
 Verified review
Disappointed with the quality, my cigars delivered were dry and brittle. I tried to smoke 2 of the 5 but I gave up.
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10 Jan 2024
 Verified review
Cigar came damaged however as i no longer had the cigar and gave it as a gift, nothing was offered as an appolofy
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26 Jan 2024
 Verified review
I HAVE NT GOT MY ORDER YET
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15 Dec 2023
 Verified review
Order not yet received
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17 Dec 2023
 Verified review
Not shipped yet.
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31 May 2023
 Verified review
An order has been placed and it was shipped after 5-6 days an multiple phone calls all do all of the items were in stock and I payed for priority shipping, no explanation was given for the delay
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27 Jun 2023
 Verified review

Never again!!!

Havana House were slow to process my orders and the cigars came dry and damaged. Customer service is non-existant. They almost never answer the phone or the messages. When they do, they are unhelpfull and bordering rude. I batch ordered cigars and requested next day delivery, for which I paid extra, only to wait more than a week for them to be sent. When I asked about the delay even though I paid for the next day delivery, I was told that the "next day delivery" only applies to the order after it leaves their shop. So there is no point in ordering next day delivery because they will take their time to process the order. I don't even think they have much stock. When I said that is not what "the next day delivery" should be, I was simply told by the lady in the shop "if you say so". Inefficient, low quality, awful customer service. Never again will I order anything from them.
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17 May 2023
 Verified review
Very disappointed with this company. I bought a gift set from you which included five cigars, matches and a cigar cutter. It took nearly two weeks for the item to arrive, which I thought was poor as it stated that it should be 3 - 5 working days. When it finally arrived the matches and cigar cutter were missing! I have contacted customer services regarding this issue but have heard nothing so I’m assuming that I won’t be receiving these items. I won’t be recommending this company or using them again.
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18 Jul 2023
 Verified review

I was sold a BOX 25 cigars without a box!

I was sold a BOX 25 cigars. When the cigars arrived they were NOT in a box. Communication has proved very difficult with HH. I have been told I can return the loose cigars but I am not confident I will receive a refund. I have no way of knowing whether the cigars are fakes or not.
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24 Apr 2023
 Verified review

Poor packaging and poor communication

My order was inadequately packaged and arrived damaged. I contacted via email and received no response. Contact was made via WhatsApp and I was told replacements would be sent. I have asked for further updates and email confirmation but no reply.
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25 Apr 2023
 Verified review
Order placed a week ago including first class tracked postage No dispatch notification Zero communication after several messages Goods still not delivered
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19 Jun 2023
 Verified review

The user experience is terrible

Why not process these orders  (#325128 & #343828 & #364196) in a timely manner. Why not reply to emails in a timely manner. Why not give an explanation.
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20 Sept 2023
 Verified review
The cigars didn’t even light properly, 2 were broke just had them today as I’ve just came back from work far away, awful recommend a refund.
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15 May 2023
 Verified review
Please keep your website and stock up to date, that way when someone orders a product they won't be disappointed that it isn't available
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17 May 2023
 Verified review

Failed to update website

They sold me tobacco that was actually discontinued but neglected to tell me until i rang in after a week asking where it was
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3 May 2023
 Verified review
Costumer service cannot be reached on the phone or email. I recommend using someone else. Never received my order.
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16 Jun 2023
 Verified review
Very slow service over past few weeks (was prompt before). The text service on the website never gets answered.
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31 Jul 2023
 Verified review

Check availability before ordering

Placed order and then told none of items I ordered are available took nearly a week to get a refunded
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7 Nov 2023
 Verified review
Order has not shipped after two weeks, and no response from customer service to my emails.
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22 Jul 2023
 Verified review
Order Confirmation email from website is NOT being sent after payment is completed.
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