havanahouse.co.uk

Reviews:

Firstly, the tobacco wasn't wrapped well. Some was very dry and we complained. They asked us to send it back. I had to ask for a return envelope. Still hasn't come. Good customer service would have been to send a replacement with a return envelope at the same time so we're not inconvenienced. At the moment we have to wait for the envelope, return it, wait for their explanation and for them to send more out. Really disappointing.

You cancelled the order after one week with no reason given.

I HAVE NT GOT MY ORDER YET

Cigar turned up fairly quick but quality was poor cigar fell apart half way through smoking

Post office delivery report not usually correct- sticks on ‘pending’

Got my first order very wrong, when I complained it was kind of them to say that they fix it by sending the correct order but even the resend had a mistake

Disappointed with the quality, my cigars delivered were dry and brittle. I tried to smoke 2 of the 5 but I gave up.

Cigar came damaged however as i no longer had the cigar and gave it as a gift, nothing was offered as an appolofy

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

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.

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.

Rang me 2 days before delivery explaining why not dispatched. Fair enough but need by this date. "No problem will send out tomorrow and refund the missing item, I'll send you an email to confirm." No email, no refund and gift was not dispatched till following week and therefore 3days late

Was sent a cigar however this did not get delivered to me but to another property, I called the company and spoke to Justin who changed the address and apparently sent a new one as it was a gift for my partners 30th Birthday. His birthday has come and gone and not received anything.

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.

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.

Service now terrible. Ordered cigars and they arrived ruined. Order some more and paid for next day delivery but took two chases in my part to make sure they got sent - 4 days later!! Not great at all!!

This is my favourite tobacco shop. Yet there was so many 'out of stock' items that I could only get the tobacco my wife and son likes - which I could have got anywhere but got here to be loyal!

Havana house so far have been good, I receive nice cigars that seem to be stored in good condition however I do find they take a rather long time to shipped orders out. Could be quicker

My order didn’t arrive as swiftly as usual. Having said that the lovely lady on the phone was very positive. The access to the contact directly number was difficult to find.