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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!
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.
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20 Jun 2023
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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.
I liked the range of products, although the coffee I chose happened to be out of stock I was later told. Also from many poor experiences, not just Havana House Royal Mail are a very unreliable delivery service these days. Parcel turned up about 3 days late….
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16 Jun 2023
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Very slow service over past few weeks (was prompt before). The text service on the website never gets answered.
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15 Jun 2023
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Always a good choice of cigars and free postage over £50 plus fast delivery.
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14 Jun 2023
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Just takes a few days to process, send and receive the items.
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13 Jun 2023
Verified review
Poor poor poor poor customer service
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8 Jun 2023
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Your service is excellent but actually ordering last time was virtually impossible which necessitated a telephone call for help. After some years suddenly you wanted my age (80), date of birth. So complicated I haven’t ordered since. I have an account which should be sufficient without going through this.
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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24 May 2023
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Communication
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24 May 2023
Verified review
Better communication, have been waiting for an express order for over 10 days
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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17 May 2023
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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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17 May 2023
Verified review
Customer for about 4 years..No complaints
Have been a customer for about 4 years now and besides the usual Christmas postal delays, I have absolutely no issues with Havana House.
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