Havana House

"Horrific cigar shopping experience! My cigars arrived damaged and in bad, inappropriate packaging with little protection and only a plastic envelope for shipping. I paid extra for next day delivery and the cigars arrived late - 4 days after ordering. The cigars were also sent without a sufficient size/number of humidity packs so the cigars were dry. One of the cigars, a £70 Cohiba, was crushed and squashed (unsurprisingly given the poor packaging) and the wrapper leaf very badly cracked. I phoned to make a complaint and get a partial refund or compensation. The staff were incredibly rude and unsympathetic. They behaved like they had little to no customer care experience. Basically, the customer service and shopping experience was atrocious. No offer of compensation or refunded delivery fees for the late package were made and there was not even an offer of a discount on my next order (not that I will ever be ordering from them again). After making an escalated complaint to the manager (who was also rude and unprofessional), they made an offer of a partial refund but only on the condition that I go to the trouble of returning the damaged cigars myself. However, after reading about the experiences of other customers, I did not want to engage in this as it appears people have great difficulty in getting refund payments from this retailer. I would recommend using alternative cigar retailers instead (of which there are many in the UK) where better care is taken when sending these precious cigars by post, and where the staff are more polite to deal with."

"Welcoming and helpful. Only needed a quick cutter but ended up being thoroughly impressed with the shop. Something special about stopping in yourself rather than ordering online. Nice atmosphere and choice."

"Absolutely awful experience! Placed an order for £400 worth of cigars online, I received them really quickly. However, they didn’t protect the cigars so 2 of them arrived damaged. They tried to fob me off with a different and much cheaper Cohiba than I ordered. I rang them the moment the cigars arrived to explain the issues, and asked them to resolve them. I was told I had to report the issues via WhatsApp, which I did. This process took nearly 2 weeks to get a response. They finally asked me to return the incorrect and damaged cigars in the post so that they could replace the damaged cigars and issue the correct one that I had paid for, which I did. On receipt of the parcel they did absolutely nothing! I chased again a couple of days ago via WhatsApp but was told the person who deals with refunds was ‘off’ and would be ‘off’ for sometime. Great! At this point I was offered a refund as I was told this was all they could do. I agreed and requested confirmation of the refund. Nothing. No reply via WhatsApp. I’ve just called thier landline again this afternoon to request the refund again. The chap who answered the phone had a terrible phone manner, not only was the line bad but he failed to understand the situation and actually asked me ‘what is your issue?’ In the end the chap agreed to process my refund. I’m still not confident the refund is going to be processed correctly, I will chase again in a few days. All in all a shockingly poor service provided by Havana House. I will never buy from them again or recommend anyone to purchase any cigars from them. If I could give 0 stars I would!!"

"Selection of cigars fantastic! Pipe tobacco the house blend is AMAZING. Fantastic choice of pipes and "men" things.... And the service is great!!!! Love Havana House Totally worth going to Windsor"