havanahouse.co.uk
Reviews:

1,195 reviews in the last 12 months19,783 total reviews  

4.87
Excellent
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Most relevant positive review

26 Dec 2023
 Verified review
Having been to Cuba some years ago, I realised that when my (about to become) Husband said he’d never tried smoking a cigar, I thought I’d surprise him and some wedding guests as a little treat for the day as I’m a non smoker who bizarrely loves the smell of proper cigars, but he enjoyed it so much that I’ve now been back to shop online for the brands I could distinctly remember from my Cuba holiday in the past; I’ve only shopped online with the store so far - the products always arrive next day by DPD and in perfect condition, although it turns out you are only in Bath which is ridiculously close to us, so the Hubby most definitely has plans to pop in to see you in person, but I’ve no doubt that we’ll be ordering from you again in the very near future as anything else is now “too harsh & chemically” to smoke apparently, but your prices are better than our Harvey Nic’s & a local hotel which also has a small selection on sale in their bar so it’s a win-win situation! I’ve possibly created a bit of a monster now though as he’s a long term smoker who is completely loving his cigars, but apparently even the machine rolled Cigarillo versions of the Cuban brand he prefers are profoundly better for ‘general day smoking’ and he no longer wants anything else. I’m not sure I should be encouraging the Hubby to actually smoke more 😳 but I think if he could cut down to only smoking a lovely Cuban on an evening with a nice drink, then that’s worlds better than constantly nipping out for a smoke and is presumably a far more enjoyable smoking experience. I totally recommend Havana House but be warned that once you start smoking proper Cuban’s, everything else will feel artificial and rough in comparison so you’ll be totally hooked!

Most relevant negative review

17 May 2024
 Verified review
I ordered 2 x Honeyrose smoking mixture and was sent 2 x Honeyrose cigarettes. I rang the shop and was told they couldn't help and to ring the online dept. I rang many times and they never picked up. I rang the shop again and was asked for the order no. which i gave. I've heard nothing. I rang and texted two other numbers I found. I'll never buy from them again unless I get my original order. I'm prepared to return the cigarettes. Very dissatisfied
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Reviews for havanahouse.co.uk

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11 Jul 2024
 Verified review
Fine unless you have a problem. Sent the wrong order, quickly sent a return label then ignored emails about sending the correct order for a week. When it was finally sent it went to the wrong address and the customer service to sort it was appalling. Have used for nearly 4 years but I won’t be back.
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15 Jun 2024
 Verified review
Incorrect item sent out, which wouldn't be to much hassle if it wasn't for the fact it happens with every other order I make. Not acceptable really.
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8 Jul 2024
 Verified review
Fine unless you have a problem, if you do though they will ignore your emails and have some of the worst customer service I’ve come across.
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16 Jun 2024
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17 May 2024
 Verified review
I ordered 2 x Honeyrose smoking mixture and was sent 2 x Honeyrose cigarettes. I rang the shop and was told they couldn't help and to ring the online dept. I rang many times and they never picked up. I rang the shop again and was asked for the order no. which i gave. I've heard nothing. I rang and texted two other numbers I found. I'll never buy from them again unless I get my original order. I'm prepared to return the cigarettes. Very dissatisfied
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4 Apr 2024
 Verified review

Lack of customer service

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.
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28 May 2024
 Verified review
Order not received and no replies to answerphone messages or email to customer services. This order has DPD delivery and was placed 10 days ago. Please send this order to me as asap or refund my money. This is not the level of service I normally get from Havana so assume there is an issue. If this can't be resolved I will look for another tobacconist and seek to recover the money you owe me.
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12 Nov 2023
 Verified review
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
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2 Dec 2023
 Verified review

Why so little stock so close to Christmas?

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!
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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
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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
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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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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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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 Jan 2024
 Verified review
Cigar turned up fairly quick but quality was poor cigar fell apart half way through smoking
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23 May 2024
 Verified review
Major gripe is the fact the web site is not as accessible as competitors i.e. Cgars!
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6 Feb 2024
 Verified review
Post office delivery report not usually correct- sticks on ‘pending’
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24 May 2024
 Verified review
First order was damaged, second order they sent the wrong cigars
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