havanahouse.co.ukReviews

: 16,173Excellent

4.81

Reviews for havanahouse.co.uk

2,904 verified reviews in the last 12 months

16,173 total reviews
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3 months ago
Cigar after cigar (delivery bear in mind) are of excellent quality and never spoiled/damaged. Packaged well and keep well. The descriptions always live up to to the expectations too. From one Aficionado to another - Thoroughly recommend Havana House
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3 months ago
Still waiting for an item I ordered on 13th April 2022! I've been in touch with Asha (customer service) repeatedly since then; initially I simply pointed out the error (they'd sent kingsize rizlas instead of the regular size I'd ordered and paid for). Worst customer service ever! Asha simply keeps moving the goalposts, and no sign of the rizlas I ordered! I was told to send my invoice via email; then I was told to photograph (?!) the items I received... I seriously don't understand what is wrong with Asha and why she is the only member of staff responsible for customer service, given that she is utterly useless at dealing with customers in a timely and polite manner! Havana House actually made the exact same mistake with my order over a year earlier, but at that time they corrected it by sending out the correct Rizlas within the week. I'm not sure what has gone wrong this time (but clearly Asha is not helping matters)!
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Reviews for havanahouse.co.uk

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23 days ago
A copy of the email I sent but which was ignored ' called and spoke to one of your staff on Sunday having been promised an email about alternatives to this order (paid for yet not in stock?)- email which never came. The staff member on Sunday assured me this had been updated and sent first class to be with me by this evening at the latest. Turns out the order wasn't sent first class at all, so the order isn't here. Bit disappointing that both customer service 'promises' have been empty. A little short-sighted too, in the era of instant online reviews. '
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Yesterday
I wrote twice about the long delay from ordering, it being packaged and then sent out to me - no replies. I guess my order of £50+ was too small to bother answering. So I went to a smaller tobacconist, 'Black Swan' and was greeting pleasantly and the items delivered faster than Havanna House!
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1 month ago 
I was sent the wrong tobacco I buy 200- 300grams every order emailed Havana.. no answer,so I’ve now phoned 4 times been waiting 3 weeks for the correct tobacco as promised still not arrived been a customer for a few years time to look elsewhere
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1 month ago
I don't know who the heck this company is. They sent me emails saying I had ordered things that I HAD NOT ORDERED and ignored my emails informing them. I won't trust this company and give them ZERO RATING
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7 days ago
I did not receive two units of my order and have still not been refunded more than a month later even though I have chased through emails multiple times. Very poor customer service. Unacceptable.
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1 month ago 
Was not delivery at our address eventually found not happy with Royal Mail
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2 days ago 
Orders take too long to process, last order was 10 days.
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2 days ago
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1 month ago
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2 months ago
Terrible customer service. No urgency to replace cigars I had bought for my wedding but turned up with the wrapper split at the foot. Havana house staff said they would replace immediately but sent a return envelope for the cigars 5 days later. By then my wedding day was gone and I didn’t have the cigars I wanted. Do not buy cigars online as they will send out the cigars they could never sell in the shop. Chancers looking to take advantage of new customers assuming we are beginners. Poor business model and I get a lot better service from Cgars or the turmeaus shops.
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2 months ago
Morning you sent me the wrong cigars and to the incorrect address even though I changed it 3 times once even speaking to someone on the phone. No response to my messages or emails. Awful service. Mary
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2 months ago
Ordered an item just to get messaged three days later saying it's out of stock. Don't let me buy it if it's out of stock.
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1 month ago
I got less then what i ordered
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3 months ago
Still waiting for an item I ordered on 13th April 2022! I've been in touch with Asha (customer service) repeatedly since then; initially I simply pointed out the error (they'd sent kingsize rizlas instead of the regular size I'd ordered and paid for). Worst customer service ever! Asha simply keeps moving the goalposts, and no sign of the rizlas I ordered! I was told to send my invoice via email; then I was told to photograph (?!) the items I received... I seriously don't understand what is wrong with Asha and why she is the only member of staff responsible for customer service, given that she is utterly useless at dealing with customers in a timely and polite manner! Havana House actually made the exact same mistake with my order over a year earlier, but at that time they corrected it by sending out the correct Rizlas within the week. I'm not sure what has gone wrong this time (but clearly Asha is not helping matters)!
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3 months ago
Ordered online terrible service I used there Birmingham store and bought various cigars ? very good service and a friendly lady and man in there who was very knowledgeable indeed. One cigar i bought was a Romeo y Julia Churchill at £35 which was very good so decided to try there online service??? to order another one. The cigar that arrived was dry and most the wrapper was falling off ! tried to smoke it and it was impossible. So emailed there so called customer service and Asha wanted pictures which i sent and there reply was i had smoked most the cigar and would give me £5 ????? really. NOT INTERESTED in helping or in fact they DONT care about there customers will not use again sticking with cgars who i cannot fault. so bad customer service has cost you a client.
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3 months ago
Still waiting for the correct item to be sent... from my order placed near the start of April! Over two months, and for some reason the team at Havana House seems completely unable to post one small pack of rizlas to me! No refund either, though I have paid for and not received what I ordered! This "company" is a farce and a borderline scam, and I will not be using them again.
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3 months ago
No show - no refund. About £110 for 30gs of golden virginia, i paid for that and ten tins of wintergreen snus bags. Only the GV turned up after a week, and no refund as promised on the snus.
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3 months ago
I purchased 2 tins of of KBC pipe tobacco money taken , I got in return 2 pouches of unknown tobacco KBC was in stock at time of order.
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3 months ago
No one has responded to my email, and it hasn't shipped in the past two weeks
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4 months ago
Still waiting for something ordered and paid for on 17/4 phoned twice and told each time it would be sent straight away and now it’s 7/5 and still nothing has arrived - my husband visited the shop early April the staff were very helpful but their online service is terrible
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