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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the most relevant positive review


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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(26)
 Verified review
12 days ago
Only received half of the products ordered. I emailed them and no response, i texted the help line and no response. Eventually spoke to someone on the phone, they said they would get a a manger to call me and didn’t, so I had to call again and spoke to someone a lot more helpful. They Said they would send the products first class. Still waiting after 3 days but this could be on the way.
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 Verified review
16 days ago
No response to email about products damaged in transit due to very poor, sent wrapped in a bin bag, packing.
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 Verified review
10 days ago
Cigars were plugged very dry cracked I will be going else were sorry.
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1 month ago
Product was as described but took them 10 days to ship even.
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 Verified review
1 month ago
They take the orders and at last say we are out of stock. Very miserable condition.
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 Verified review
3 months ago
Good afternoon, I was expecting the delivery of the package way sooner. I ordered 4 bottles of Belgian beer,they send me only 3. One of them was half empty !!!
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 Verified review
3 months ago
Missing cigars from the delivery, meant friends missed out at a wedding
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 Verified review
4 months ago
Took over a week to come. No good if you want a smoke. Used to arrive within 3 days..Now i will choose to go to another site with faster delivery.
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 Verified review
4 months ago
Slow to dispatch. If item out of stock don’t show as in stock
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 Verified review
5 months ago
Deal with problems 1! Last October I had a problem with one cigar ( an Aging Room Quattro ) it did not draw properly this was a once off problem and I have had further boxes without any problems. I telephoned in October and was told by a lady that she had never heard of this problem and would have to make further enquiries I have never had a response and as it is the only problem with these cigars I’m still buying them without this problem occurring again 2 when you ran out of Aging Room Cigars you set a message asking if I wanted to be advised when they came back into stock. I completed the form but was not advised and I only found out by accident that they were back in stock 3 I got no response to my request for advice as to what you would advise as an alternative to Aging Room Cigars while they were out of stock?
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5 months ago 
Have been good up til now but on my last order they sent the wrong product and I have been very disappointed with their response. On notifying them they could have sent the correct product by return (using the quickest post possible) but instead they just sent a wrapper to enable me to return the product they sent me in error.
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11 months ago
Items were never received/lost by Royal mail. Very hard to get a reply from customer services and did not provide tracking number details of replacement shipment after asking twice for it. Eventually received replacement nearly 20 days after originally ordering. On the plus side the cigars were of fantastic.
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Answer by havanahouse.co.uk
10 months ago
Unfortunately when Royal Mail lose a parcel their claims system makes the whole process way longer than it should be. The best way to contact us is on whatsapp or via our socials and we will make sure we get back to you as soon as possible.
 Verified review
1 year ago 
Don't buy from these people!!!! We had a delivery of 2 different brands of cigars and my husband said they tasted dry and left an awful taste in his mouth. Left two messages on their answering machine, sent an email and they still haven't contacted us. Very poor service, in fact no service at all!!!!
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Answer by havanahouse.co.uk
1 year ago
I'm sorry to hear that the hamlet's you ordered were not up to scratch. We will happily replace them for you and will organise a collection.
 Verified review
10 months ago
Twice now I have ordered Back Woods cigars and from both batches (although different), two whole packs of five and a couple of other single cigars were unsmokable as they were much too tightly hand-rolled! Kind regards, Luke Dark..
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Answer by havanahouse.co.uk
10 months ago
Hello Luke, Backwoods are machine made cigars and unfortunately their quality can vary from batch to batch. Sadly it's the nature of a Backwood and you're more than welcome to send them back for a replacement. If you'd like we can open the replacement up and examine their quality for you before we send them out.
 Verified review
8 months ago
I purchased "La Invicta Honduran Churchill Cigar - Single Gift Box" which came as a Bundle of 2; The Cigar and the Item that should cut the Cigar, However when it arrived to my Surprise the Cutter was missing, which is upsetting 😡
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Answer by havanahouse.co.uk
7 months ago
Thank you for letting us know about the missing cutter, we hope that you received the missing cutting asap
 Verified review
10 months ago
My order was delivered to the wrong address making my 3-4 days delivery time come in at just under 2 weeks. Slightly disappointed as usually delivery is always on time
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Answer by havanahouse.co.uk
9 months ago
We have contacted Royal Mail about this issue, thank you.
 Verified review
7 months ago
Not sure if my last order was held up in the post but it turned up two weeks after I ordered it and I am still waiting for a second item ordered at the same time.
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 Verified review
11 months ago
I ordered Condor White Blended Pipe Tobacco 50gm x 3 Instead I received a (non-Condor) 'Golden Blend's' (Poschil Tabak') This is unacceptable.
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Answer by havanahouse.co.uk
10 months ago
We agree it is unacceptable, thanks for letting us know about the error so we could send you the correct items. Very hopeful that this will not happen again.
 Verified review
1 year ago
Took no notice of my request re which cigars were in stock. Then charged me the price for the more expensive ones they didn't have.
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Answer by havanahouse.co.uk
10 months ago
We tried to keep hold of as much signature stock as we could before the change to the new 'pocket sized packaging' if we find any old stock we will send you one to make up for it.
 Verified review
10 months ago
I only received part of my order, and despite emailing, haven't got any information about when I might expect the rest of order.
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Answer by havanahouse.co.uk
9 months ago
We had to split ship your order as stated on the invoice. Disappointed that you haven't updated your review after receiving both.