VA-CUBA MIAMI

Negative experience: This agency is scamming Cubans who, with great effort, send their things to Cuba to help their family. Be very, very careful because nothing arrives, then they don't answer the phone and later they block you.

Negative experience: It is an agency that mistreats its clients, they kept my package and a money order and did not send it to my family in Cuba. I call them to complain and they block me.

Negative experience: Horrible and terrible service, I sent a package which is now lost and they are not answering the phone! Terrible service

Negative experience: I DO NOT RECOMMEND THIS AGENCY!!!!! On October 1st, I sent a package to Cuba, it was supposed to arrive in 12 days, it's been a whole month and it still hasn't been delivered. I have called the agency twice to ask for an explanation and the response is that they don't know what happened, that they will communicate with the couriers in Cuba and that they will call me back to keep me updated, but they never call and I still have no answer.

Negative experience: For me, it is the worst agency in all of Miami. I have been waiting for 2 months for a package I sent to Cuba, and to this date, my parents have not received anything. Furthermore, while I paid for the shipment, my parents are told they have to pay to receive the package. They are outrageous. Even if they lower their rates to cents, I will never process anything with them again. They are not just bad; they are the worst.

Negative experience: The star is given because if you can't comment, I've been waiting for 3 months for the package to arrive home. My family called and they told me that customs held it. I asked for my money back and I have been waiting for 15 days for them to give me a check. Honestly, I don't understand how there are people who, after reading the comments, dare to order from here. It's a complete lack of respect, and when you call, they give you the same response, and the owner of the agency doesn't show his face either. They are very unpleasant.

Negative experience: I wouldn't give it a single star, sending things through them is just for fun as they take everything, they don't respond to complaint calls to the numbers they provide, they also don't have a number in Cuba to check the status of your shipment, not even tracking numbers for the packages you send, all families that have sent their packages and lost them should come together to file a collective lawsuit against these scammers.

Negative experience: That agency is still operating; I thought it was closed. Terrible, and they mistreated their co-workers. They are bad to each other, those Cubans are worse; they envy each other. I worked there for only three months. Bad attitude; they are bad. They fired me because I was 'dumber than Beatriz and Keyla from Westchester,' haaaaa. I found out they fired the girl from Pinar del Río out of envy; you know why? Because she has a house, and the others don’t. The others live in rentals, and that bothered them. They were so envious that they even made up stories until they got her out. See how bad they are? Buy yourselves a house, you envious pieces of trash.

Negative experience: Hello. I went to send money and it never opened at 9.

Negative experience: I wouldn't even give it one star. I sent a blender as a gift to Cuba two months ago and it still hasn't arrived. When I call the agency, they take my complaint but never give me any answers. They quickly wash their hands of responsibility and keep passing the ball. It's just like being in Cuba. That's why they have that name. Please do not send anything with these agencies; it's the worst experience I have had.

Negative experience: AWFUL!!!! Not recommended for anyone!!! More than two months waiting for packages that still haven't arrived and no one takes responsibility or explains anything. They pass the buck and deceive customers. I do not recommend this agency to anyone. I gave one star to be able to post. For me, they don't deserve any for the terrible service.

Negative experience: Terrible service, I give one star because you can't give less. I made my passport with them in August 2023 and now we are in April 2024 and still no news about my passport. So you call and they don't give you an answer as to why such a long wait. I do not recommend them at all.

Fantastic experience: Very good service EXCELLENT. Fast and very efficient CONGRATULATIONS.

Fantastic experience: Very good service. Reliable specially

Negative experience: Terrible experience. On December 4th, I made a shipment with them, they misdescribed the items I sent, my relatives were missing items and they put others that weren't mine. It seems like they're doing you a favor when you complain and they tell you to wait to speak with the manager and get a response.

Negative experience: Very bad attitude & UNPROFESSIONAL! Just because i arrived at 2:30 but Google says they close at 3 so they started complaining because I arrived at 2:30 and they wanted to leave at 3 on the dot. CHANGE YOUR HOURS THEN.

Negative experience: In this case, my low rating is specifically for a worker at this place, as apparently her lack of motivation to work causes her to treat customers poorly. It's a shame they have people like this attending to customers. I don't know her name, but she is an older woman with short black hair, so be aware and do not let them mistreat you. Regarding the other girls and the service, I have no complaints.

Negative experience: Today my experience has been terrible as I arrived here 20 minutes before they closed and they did not want to assist me with sending a package. I really suggest that they state that they close at 2:30 PM.

Fantastic experience: I contacted them via email for the renewal of my expired passport, the attention regarding my case was quick and effective, even living in another state I sent my documents by postal mail and they were received on September 29. Today, November 18, I already have my renewed passport in hand. So on my part, I think their service was excellent.

Negative experience: Bad attention, they made me feel very bad, please do not go to this Va Cuba, avoid a disappointment.

Negative experience: Sent package more than a month ago for a specific event. It still has not arrived. Terrible customer service

Negative experience: Terrible service and bad attitude! You arrive and they say 'next with Marisol!' as if one were a mind reader to know who Marisol is and what she does in that place! They could say; 'Next for next procedure, passport, money transfer, immigration procedure, or something similar!' And a 'good morning' or 'good afternoon' greeting wouldn't hurt. Aside from the lack of respect, they threatened to sue me for the post! Via Facebook, even calling my wife!! Be more professional and do your job well! Or hire staff who really enjoy their work, they are in the United States of North America! And people deserve good treatment since they come with money to get their procedures done! Don't get upset about bad reviews! Learn from them!

Negative experience: At the unit on 2994 NW and 7th St. I was attended by a chubby woman (I don't know her name) who was sitting at the front desk on Saturday, August 5th (yesterday). From the moment I arrived, I felt her inappropriate attitude: The unit was empty and she didn't lift her head or greet me. So, I asked her who could help me; that's when she lifted her head and said to me: 'You're already there, right? The knee.' Then she told me I had to take the packages to the scale. I replied that I had just had knee surgery.

Negative experience: The same bad treatment I received in Cuba. For them, it's not about providing a service, but they believe they are doing you a favor.

Negative experience: The lady at the first table was very rude to customers, excessively discourteous and grumpy; it's worth paying her not to come to work.

Negative experience: My goodness! How time has changed this wonderful agency. It used to be great back in the day. Not anymore. I just got off the phone with them, spoke to a young lady that didn't really seem to know or explain the steps needed for us to travel to Cuba. I just spoke with a young woman who, judging by her accent, does NOT seem Cuban to me; she had no idea about the necessary procedures for USA citizens to go to Cuba, or at least she couldn't explain them clearly. I offered to speak in English to see if we could understand each other, but she doesn't speak English either. I had to decipher what she was trying to say. How I miss Mr. Meza, Mirtha, Eduardo, and their team of experts. I will try to call back in a few days to see if I get someone who can express themselves more clearly.

Negative experience: They are quick and friendly in serving you, but not in meeting the promptness of delivery; it easily takes 2 weeks and they don't even tell you where your package is.

Negative experience: Terrible customer service, you walk in and no one greets you even though the place is empty, they all continue on their phones and ignore you. The processes are effective, but the customer service is awful, it's a shame, they have brought all the rude culture from Cuba.

Fantastic experience: A very good experience. Attentive, the technicians, and very fast, everything. Thank you.

Negative experience: I sent documents to the agency on March 2, 2023. They say they haven't received them, and the email says they were delivered. I ask where my documents are, and the quality of the place is such that it seems they don't care or are unaware of how I've spent my money and time. It feels like no one cares or feels the impact. Let's see if this problem can be resolved.

Negative experience: The schedule they have is for pleasure; every time I call, the people are horrible, they have no manners. Instead of helping the customer, they complicate things even more. The truth is, it's a waste of time to call here or go...

Negative experience: The worst agency. One year and 3 months for the passport. When they told me 6 months. The passport arrived and if I didn't call to ask, they wouldn't tell me anything. You go to pick it up and there's a line of 20 people. Just clowns!

Negative experience: I do not recommend this agency at all. First, they told me that my packages would arrive in 1 to 10 days, and when I called to find out where my shipment was, they told me it would take 15 to 20 days. They charged me 140 dollars to send a frying pan and did not let me send other miscellaneous items… I had to find another agency where they treated me much better; they sent me everything that the other agency didn’t… for lower prices. When I asked for the shipping price of a frying pan, they told me they would send it for 20 dollars. I did that shipment on a Sunday morning, and on Monday afternoon, my family received everything. I regret not finding Habana Sky earlier; they deliver within 24 to 48 hours. They are the best!

Negative experience: Sent a package to Cuba that was supposed to arrive 45 days later. When the time elapsed I called Va Cuba and all I got were excuses instead a valid response. Today, after 59 days the package arrived and luckily nothing was damaged or missed. They should be more serious while responding to customers.

Fantastic experience: Excellent and fast, a great option to help our family and friends, keep it up!

Fantastic experience: I am super happy because through this agency I got my new passport and it arrived in less time than they told me, in just two months it arrived. Thanks to Vacuba for their service.

Negative experience: The customer service over the phone is terrible, they don't track their shipping orders, it feels like being in the dark, suggestion!!!! don't send anything with this company, they have terrible service and lack customer support, thank you.

Negative experience: I just sent a package to my family in Cuba. They stole a Nutella, gelatins, and the can of cookies arrived damaged. It's sad the things that happen in Cuba; it's not the agency's fault, but I do know that it is the agency I pay a lot for shipping, and it is the agency that should show respect and provide solutions to these situations. In my opinion, don't send food with this agency to your families anymore. Things arrive incomplete, boxes broken, a total lack of respect. The girls' attention is pleasant, but the service in general upon the arrival of merchandise at its destination in Cuba is a disaster that hurts families to see how, with so much sacrifice, things get lost, broken, or stolen due to negligence. IT'S NOT WORTH PAYING SO MUCH MONEY FOR SUCH POOR SERVICE.

Fantastic experience: Good customer service, I bought tickets there on a few occasions, everything has always been fine.

Positive experience: I called the employee putted me on hold and then hang off the phone,never give an answer

Negative experience: Expensive, misleading

Fantastic experience: Because is the best place

Fantastic experience: Very good service, and the shipments arrive well, only one colleague takes a long time, the others are very fast.

Negative experience: This agency has lost a lot of quality, I do not recommend it to anyone. The latest thing that happened to me is that I booked a flight 2 months in advance and a week before they changed it to the day before, which makes me lose a day on the car rental. To make matters worse, on the day of the flight, they changed the time and did not communicate with me to notify me, which means I missed my flight and, as usual, there is no one to complain to.

Fantastic experience: I never have a trouble. My experiences with them.are awesome until now

Negative experience: Disappointing!!! Please, if you want to do paperwork, look for other options; this will be the WORST. It has been exactly 5 months since my partner submitted some documents that needed to be legalized to be valid in Cuba, and they still haven't returned them. The first time he went to Vacuba, he asked about prices and waiting times, and they said it would take 1 month. Then he returned with everything he needed to start the process, and they told him it would be 2 to 3 months. Well, we are now at 5 months with nothing at all. We wrote emails to MARISOL, 'the person in charge of legalizations and translations,' and she simply does not respond, and out of frustration, we keep sending the same email repeatedly. The lack of professionalism and ethics of this person is incredible. It is true that there can be delays and that the documents may not come out in the estimated time, but out of decency, the most logical thing is to write to your client and reassure them. But nooo, they completely disregard you, whether it goes well or not... do not do any paperwork or use this agency for anything; they have no professionalism whatsoever.

Negative experience: Wen you go to send package they Open package in they still items out Of package. I spend 700.00 in they Open the package In stoled items out my packageVery little peoples go there . Very bad.

Negative experience: Very rude that person that's supposed to help with immigration issues. So i took my business somewhere else where they appreciate my money .

Negative experience: Nice people bad service 31/2 month and they can not tell where my HE-11visa is at or if it was processed no coordination with Cuban consulate in Washington dc.

Fantastic experience: Well, it's fine if you are very nice people, they have good shipping, I have never had problems for years sending my things through here. Today I sent a phone to my sister, there is no problem at all, I recommend them.

Negative experience: Customer service is horrible they never help

Negative experience: The worst of the worst. One year and 23 days waiting for my Cuban passport. I've called them more than 8 times and they tell me they will make a claim to the embassy. Today I came personally and there is no claim in the system and that I should give them 24 more hours. After a year, he tells me that if it has taken so long, I can wait 1 more day. Hahaha this is outrageous. The height of absurdity.

Negative experience: Horrible customer service at their call center, I spoke with operator number 9 and asked for his name, and he didn't even want to tell me. I will never do any procedures with them. I sent a passport for renewal over a year and a half ago and it still hasn't arrived. I do not recommend them.

Fantastic experience: They took very good care of me, they are very kind, and they explain whatever you want to know with a lot of calmness, thank you for your treatment.

Negative experience: I went to renew my extension at that agency and they told me to buy a return envelope. It turns out they lost my passport between Vacuba and UPS; my passport doesn’t appear. I call the agency and they tell me I have to wait from 8 months to a year and pay for the passport again, which means the customer takes the risk of losing it, and the Vacuba agency does not take responsibility for that. I give it 1 star.

Fantastic experience: Great customer service

Fantastic experience: Always helpful will recommend it

Positive experience: good

Negative experience: The worst customer service on the phone. They have a lady who is bothered by answering questions, doesn't help, has a terrible attitude, and abuses her position since there are only two people in that role and she always responds badly. The customer service is really bad.

Negative experience: My mom was told that the extension of her passport would take 15 days. As of the date of this review, it's been a month and two days, and when she calls, all she gets are evasions. They confirmed that it is not 15 days, but rather it takes a month, which means they care more about having her as a client than telling her the truth. I just called and after multiple attempts, they hang up the call, even when they don’t even know what I’m calling for as this is the first time I’ve tried to reach them. If you have an urgent need, don’t count on this agency, as you should plan your trip based on the estimated time that Va Cuba will give you, and that is not even realistic.

Negative experience: I'm going to write my review in Spanish so that all Latinos can understand. DO NOT MAKE ONLINE PURCHASES IN THIS STORE!!! I bought a phone that supposedly arrived in Cuba on January 14 and as of today (April 4), it has still not been delivered. I have made several calls to customer service, and the same gentleman (José) always answers, who seems to be programmed to provide the same response and not offer a solution to the problem presented by the customer. Mr. José always says that the phone arrived in Cuba and that it is at the distribution point and that he cannot give any delivery date. THAT RESPONSE IS UNACCEPTABLE. Before buying from this store, check the BBB and you will see that they have several complaints of this same type. Terrible delivery service and disrespectful customer service. I do not recommend them.

Negative experience: Bad, very bad, I have been waiting for about 2 years to return a washing machine, my experience has been terrible!!!! I do not recommend it if you don't want to waste your time and money, never again. Now waiting for them to decide to refund the money, what a disgrace from these people, zero tracking of the package. I know a person with the last name Rivero who sent a large package and it never arrived, they never solved that problem.

Negative experience: I don't take away a star because it's not possible, I have been in the process of extending a passport for almost two months and although it is already at the agency, it seems very difficult for them to send it back in the prepaid envelope I provided. To make the process even harder, when you call by phone, a call center answers; they don't have a direct number for the agency. Another business related to the Cuba issue that is useless, what a disappointment......

Negative experience: They are disgusting when it comes to customer service; additionally, in my case, I sent two packages on different dates and they never arrived in Cuba, they never called me or provided any tracking. They are irresponsible.

Negative experience: I was poorly attended by a lady who, since I sat in front of her, dedicated herself to attacking and mistreating me to the point that I gathered everything and sent nothing. If she didn't feel like working, she should have stayed home. I refuse to be mistreated.

Positive experience: Very good customer service

Negative experience: Bad service, terrible welcome, an authoritarian lady who thinks she is in Cuba. Put on the mask and sit down, it was not what I was looking for but she did not allow me to ask the question, I wasted my time. I do not recommend her. Marazul is excellent.

Negative experience: There is a lot of delay in package delivery; they give you a date and it's a lie. I, in particular, have been waiting 30 days for them to deliver and nothing has arrived. They are liars; I will never send anything through that agency again and I advise others to do the same. It's all a farce.

Negative experience: To start.. the girls inside the agency are very nice and provide good customer service. But the customer service over the phone is a hassle, initially they give you information that is not valid and when you go to the agency, they tell you the opposite. They don’t let you speak, and you can tell by their accent that they are Mexican or from other countries. They give you a headache and make you want to tell that girl 29 thousand things. Now, the ones in the office do provide better service. I don't like to put negative things, but this has happened several times. One time they told me, if you go to the agency you're going to pay 600 all-inclusive for Jamaica to Cuba, but when I go they tell me no, that doesn't happen... for so many reasons it has to stop.

Fantastic experience: Very good responsible and reliable agency, the packages arrive very quickly and safely, the prices are between $12 and $15 per pound

Negative experience: I sent a package a year ago, they only have one number for claims and on top of that, those who handle the claims lie to you saying that the packages are held by customs or that they are already being delivered or that due to the coronavirus they can't reach other places; sir, the package is for Havana!!!!!‍♀️ I'm still waiting to this day. As of today, 11/01/2022, I am still waiting for a response from the agency regarding my claim and from the person who assisted me. Marisol Sosa.

Negative experience: Terrible customer service. I called around 9:11 AM on 11/19/21 and pressed number 1 for general inquiries to see if there were flights available to Cuba (just that). A woman answered who, from her accent, was clearly Colombian. I asked her a question and she told me I had to press number 3 to ask her that question (number 3 was for reservations, which I didn’t want to make yet). I asked her a different question and she responded exactly the same 3 times in a row and reluctantly. Don't waste your time with this company. They don't care about customers.

Fantastic experience: The girls who work there are very professional and friendly, they are very attentive and make an effort to answer any questions you may have. We arrived there and immediately they were attending to us. I recommend this agency.

Negative experience: You never know anything, they have no experience, those women are bad at talking. Get them out of here from Cuba. Don't whistle. Take care of your children or grandchildren.

Negative experience: Hello, this is the worst agency that exists to send something to your family in Cuba. I have a lost package in Cuba, and my family has gone to the Berroa warehouses in Havana where all the packages are, and it is horrible. They say there was a mistake at the agency here in the U.S., specifically at 11460 Quálitas Roost Dr. Miami, FL, 33157. They gave me an email address that I wrote to and even sent a photo of the invoice. Now they are going to say they don't have the invoice for the package. I don't understand; I'm about to give birth, and tomorrow I am going to sit at the agency. I have my mom sick in Cuba, and her medications are in that package. Never think of going to VaCuba.

Positive experience: Very good treatment and also serious and committed to its objective, with its work which is to help our families in Cuba, its performance and development

Negative experience: I do not recommend this agency to anyone, it is my first time sending with this agency. I sent a package to Cuba in January and it still hasn't arrived. 8 months waiting and they give me a different answer, they do not provide me with a precise response about what is happening with my package. After 8 months of waiting, today they tell me they are going to refund the money for the package. And they don't even give me back the money for what everything cost me. They give me an approximate amount or what they assume. They asked me for the receipt. It's a lack of respect. They are shameless and scammers, no one faces you... for me, the worst.

Negative experience: Hello, I'm writing to you because I sent some medicine to Havana, Cuba, and after it arrived, the Tylenol had been taken out of the package, making it the second time this happens with the same medication. Additionally, they took the package again and after three weeks, they returned it with a small bottle of Tylenol. Upon checking, all the pill bottles had been opened and they stole pills from each one of them. Please have more qualified personnel in Cuba for this and not just pure criminals capable of responding adequately to your services. It's really sad because now I don't even know if these are the pills I sent or God knows what. Thank you very much and I apologize for all the inconveniences.

Negative experience: It's the worst agency there is, since December 7th I sent a package that was supposed to arrive in 15 days and today, August 6th, it hasn't arrived nor have they given me a convincing answer each time I call. They tell me 'this month or next month' or that it's due to the closure, but in the end, it cost me almost 200 dollars just for the shipping, not counting what I spent on the merchandise, and I don't get a response. My question is, did I lose my money? Is there no one responsible for this? How irresponsible they are because someone has to take responsibility for this.

Negative experience: They do not fulfill what they sell to customers. Since December 12 of last year, a package was sent and it has still not been delivered. You call and they say it will arrive in a week, but it never comes. My question is, the pound costs 12 dollars and was supposed to arrive in 15 days because it was sent to Havana. Medications and food were sent in it. Who is responsible for that? The time is running out, and they just tell you to wait 8 months with no answers.

Fantastic experience: Friendly, efficient and knowledgeable representatives

Fantastic experience: Perfect

Fantastic experience: It takes a long time for someone to attend to you, they give you a nasty look if you ask a question, and the employees clearly don't have any urgency, they don't care, they have the same illness as when they worked in Cuba.

Negative experience: I live in Fort Myers, two and a half hours from Miami. I called to ask if they were sending remittances to Cuba, and the person who attended to me told me that I had to go to the office for an answer. I ask... so what are the phones for? To drive two and a half hours just to hear a yes or no??? The height of stupidity.

Negative experience: Horrible service, to get information you have to go to the office in person. I only called to find out if they processed a specific procedure and IN A VERY RUDE WAY, a very impolite woman told me they couldn't give me that information!!! That to ask that question I have to go to the office in person. Terrible!!!

Negative experience: American Airlines cancelled most of the flights back to Miami and I had to pay a one way ticket back to Florida in Jet Blue at $ 560 dollars one hour fligh back... Incredible and A.A didn't refund any money.

Negative experience: I sent a package to Cuba in January, it hasn't reach the destiny. I called a few times, they told me that it was already in the distribution point in Matanzas, then it didn't pass thru Aduana, etc., is June now and they haven't being able to deliver, nor give it back., so pretty much I lost the package and my money.

Negative experience: I called them because I sent medicines to Cuba with Va Cuba in west palm beach on December 23 , I paid a lot because they told me that will be there in 2 weeks , and they do not have tracking number or explanation. I have to call the office in Miami and they told me that in Cuba they will receive its this week , but they did not receive it yet . Everything is too bad!! Omg!!!

Fantastic experience: good job

Negative experience: They scammed me in Cuba and stole my return money, so I had to pay it again. They are scammers; they made me believe that they would relocate me, it was all a lie, and I ended up staying another month in Cuba because of them. There were people who had tickets for after me who had connections with them and were relocated because they were their friends. It is the worst agency I have ever dealt with.

Negative experience: I sent a package to Cuba in September 2020, it still hasn't arrived, the employees don't provide explanations and the manager never shows up. I do not recommend anyone to use this agency, it's a scam, very unprofessional. It's my worst experience with this kind of agency.

Negative experience: Worsen service.

Negative experience: Three months ago, I sent a package to Cuba through this agency and it still hasn't arrived at its destination. I have been constantly inquiring about the package and they have been lying to me, giving me delivery dates that have been uncertain.

Negative experience: I sent a medication package on July 3, 2020, I had called the agency many times with no favorable answer. I will not use them to send package to Cuba ever again.

Negative experience: Incredible!!!!!! Today, Saturday, February 27, 2021, I waited for 40 minutes for them to answer the phone to ask a question and despite waiting all that time, I received no response, UNBELIEVABLE!!!! This is not the first time this has happened to me; at least for me, it always happens. I'm attaching a screenshot before I hung up my call.

Fantastic experience: Very satisfied with the services and customer service

Negative experience: I’m very disappointed with this unprofessional agency. They charged me for a medication and food package on August 28 and by today February 24 my family haven’t received nothing. When you come to see them for an explanation there’s nobody’s fault because theirs answer is “we sent the package and the rest is Cuba’s responsibility”. They also gave me an email called “yortega” where you are suppose to complain and ask about your package. I did it without answer. Then, my friends I just want to let you know don’t do any business with this agency that is not credible and thieves

Negative experience: I don't have a good experience

Negative experience: I don't understand why they commit to package deliveries if they are not able to deliver them on time. Terrible service. The truth is that they are a scam. The attention is awful. Every time you call, it's a different story. Therefore, I do not recommend this agency for sending packages to Cuba because they will never be delivered on time.

Fantastic experience: Excellent customer service