Our mission is to enable digital trust. Find out how reviews work at Trusted Shops.
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!
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
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.
Report review
10 days ago
Verified review
You cancelled the order after one week with no reason given.
Report review
9 Apr 2024
Verified review
Report review
26 Jan 2024
Verified review
I HAVE NT GOT MY ORDER YET
Report review
31 Jan 2024
Verified review
Cigar turned up fairly quick but quality was poor cigar fell apart half way through smoking
Report review
15 Jan 2024
Verified review
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
Report review
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.
Report review
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
Report 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
Report review
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.
Report review
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.
Report review
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.
Report review
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
Report review
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.
Report review
11 May 2023
Verified review
Package arrived over two weeks after payment. My enquiries were ignored. Well packaged. Box open and some (hopefully) superficial damage to the cigars.
Report review
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.
Report review
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
Report review
3 Jun 2023
Verified review
Arrived damaged but too late (daughters wedding, 50’s theme, for photos father son and son in law) of to do anything about it.
Report review
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
Report review
3 May 2023
Verified review
Costumer service cannot be reached on the phone or email. I recommend using someone else. Never received my order.
Measures have been taken to ensure that the published reviews only originate from consumers who have actually used or purchased the products or services.
Imported Reviews
They are not included in the overall rating. No verification measures have been taken.