Just ordered 2 cigars And a cigar cutter both came next day with tracked 24, and they package it in bubble wrap to protect them from damage. Very happy with my purchase will be ordering again from her... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Quick delivery and well packaged . They are great on cigars but not had good experience with a lighter had to take to a local shop for repair 10 days after purchase
Company replied
It was easy to order from a great selection of cigars. The order arrived faster than expected and in perfect condition. Looking forward to a good smoke. Its my thirst time and I will order again
Company replied
Packaging was great’ delivered on time good first order very happy for the outcome
Company replied
Company details
- Cigar shop
- also in
- Tobacco shop
Written by the company
We are an online tobacconist shop stocking a large range of cigars and accessories. We sell New World Cigars from Nicaragua, Honduras, Dominican R., Mexico, and Cuban cigars, as well. The best prices for UK cigars you will find on our London cigar shop!
Contact info
Ithaca House, 27 Romford Road, E15 4LJ, London, United Kingdom
- 07827 133 622
- Contact@thehouseofcigars.co.uk
- thehouseofcigars.co.uk
4.8
Excellent
132 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Reply from The House of Cigars
Thank you indeed for your feedback. It means a lot to us. If you have any suggestions, please let us know!
Reply from The House of Cigars
Thank you very much for your feedback. It means a lot to us. If you have any suggestions, please get in touch!
Reply from The House of Cigars
Thank you for your appreciation. If you have any suggestions, please get in touch.
Reply from The House of Cigars
Thank you indeed for your feedback. It means a lot to us. If you have any recommendations, please let us know!
Reply from The House of Cigars
Thank you. We are happy to hear that you are enjoying your cigar selection. If you have any recommendations or for anything else, please get back to us!
Reply from The House of Cigars
Thank you indeed for your feedback. It means a lot to us. If you have any suggestions, please let us know!
Loose cigars sent dry/brittle - Poor Customer Service
I ordered a number of cigars. Some arrived perfectly, and delivery time was good. Cost was very reasonable. However, I ordered 4 x De Olifant loose cigars, which were packed in a plastic zip bag. They were found to be smashed upon arrival. As they were sealed within a plastic zip bag, clearly they were dry when packed. Similar orders form other merchants arrived at the same time perfectly. The other merchants had the addition of a mini humidity control included - house of cigars do not. The Manager argued that this was my fault when I complained about the quality - even when I sent images of the damages, and also comparative images of the perfect sticks I received from their competitors. This was my first, and last order. I understand damage can occur in the post. However, the way I have been let down in terms of the customer service - with a manager arguing that this was my fault (because I only got round to complaining a week after arrival) is despicable. It's time House of Cigars took responsibility. I'm surprised the previous feedback is so good. I will post images as evidence on any other feedback sites where possible
2 July 2025
Unprompted review
Reply from The House of Cigars
Mr Michael Craig, if you don't mind, I would like to share my version of the story with all who see this feedback.
You placed an order on the 23rd of June, and it was delivered by Royal Mail 2nd class on the 25th of June. After one week, on the 2nd of July, you made a complaint stating that some of your cigars, specifically machine-made De Olifant, got dry.
These cigars were in perfect condition when you received the parcel, but they dried after a week because you have no means or you don't know how to store them. All the cigars sent out are "ready to smoke", and we make sure every time that our packaging is safe for cigars.
As I explained you when we spoke by phone, to receive a refund or to change your cigars, you must to post them back. You can't keep the cigars and get a refund or send over other cigars till we don't receive them back.
Our cigars are stored in very good conditions of humidity and temperature, and sent over in the safest way for cigars, but we can't make ourselves responsible if the customers don't know or don't have the means to store properly the cigars when the temperature outside is 30 degrees Celsius.
This is our policy, and we don't send a refund or other cigars even if you threaten us with bad reviews or posting on social media.
Reply from The House of Cigars
Thank you indeed for your feedback. We are happy to hear that you had a nice experience buying from our shop. If you have any suggestions, please let us know!
Great service
Great service, fast delivery and great price. Only gripe I can give (not that it was a problem) please post your cigars in boxes, they could get damaged in the bubble wrap envelopes. But other than that 👌👌👌👌
2 June 2025
Reply from The House of Cigars
Thank you for your feedback. It means a lot to us. We don't understand what you meant because our cigars are delivered in boxes and before that are in bubble bags, never in bubble wrap envelopes.
Great experience
Great experience, everything you need for a nice gift or if you're a cigar smoker. Great advice from the owner. 5 stars seller.
30 May 2025
Reply from The House of Cigars
Thank you indeed for your feedback. If you need further assistance or have any suggestions, please don't hesitate to get in touch.
Reply from The House of Cigars
Thank you. If you have any suggestions, please let us know!
Reply from The House of Cigars
Thank you indeed for your feedback. It means a lot to us!
I was very pleased with the service I…
I was very pleased with the service I received from The House of Cigars. It was prompt and efficient. I particularly liked the way the individual cigars were packaged. A class act all round!
27 May 2025
Reply from The House of Cigars
Thank you for the feedback. It means a lot to us. If you have any suggestions, please get in touch.
Great
Great, had mu first smoke tonight. Super fast delivery too. Was shocked by how fast it was
23 May 2025
Reply from The House of Cigars
Thank you for your feedback. It means a lot to us. If you have any suggestions, please let us know!
Fast efficient Service
20 May 2025
Reply from The House of Cigars
Thank you indeed. It means a lot to us. If you have any suggestions, please let us know!
Fast shipping, great experience
What a surprise. Ordered late afternoon on friday and received saturday late morning! Excellent shipping and quality. Thank you.
Really recommend and I will also order next time from you.
2 May 2025
Unprompted review
Reply from The House of Cigars
Thank you for your feedback. If you have any suggestions, please let us know!
Reply from The House of Cigars
Thank you, Charlotte. Your feedback is very important to us. If you have any queries, please let us know!
Reply from The House of Cigars
Thank you, Gary. Your feedback means a lot to us. For any suggestions, we are here, like always.
Reply from The House of Cigars
Thank you very much for your feedback. It truly means a lot to us! If you have any suggestions or ideas on how we can improve your experience, we’d love to hear them.
Reply from The House of Cigars
Thank you very much for your feedback. It truly means a lot to us! If you have any suggestions or ideas on how we can improve your experience, we’d love to hear them.
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.