On March 6, 2025, at 08:33 AM as stated in the receipt, an Arturo relative* bought from the United States a gas kitchen with oven of the Inpud – Haitech brand for a value of USD. Made the order through Caiman53a virtual store in which the Chinese company Haitech and the Cuban Copextel participate.
Little more than a month and a half after the purchase, Arturo communicated with eltoque to denounce the delay in the delivery of your product. «Many Cubans suffer from their irresponsibility; After our relatives buy us an appliance equipment, the months pass and they do not give answers, ”he said.
Arturo did not know about the existence of the store until he saw a video of the actor Alejandro Cuervo in which he promoted discounts and products from Caiman53 so he encouraged his relative to make the purchase. “They spend it by making tempting offers to hook and that’s when the disaster begins,” he laments.
Without other store references, he began looking for more information on social networks and met the page on Facebook Mallhaitech Cuba. He read comments from other people with the same problem as him and noticed that those who request reimbursements can have a worse experience than yours. Then, a friend told him that he had bought some pots on that page and had to wait two months for delivery.
In a Google search the store appears with the slogan «direct supply from factory, without intermediaries». He does not offer home delivery service, so the person pays for the product and must pick it up in a warehouse when they notify him that his order is ready.
Have Delivery points in the subsidiaries of Copextel of the 15 provinces of the country and in the special municipality Isla de la Juventud. Arturo lives in Centro Habana and in the Cuban capital there are two stores of warehouses of the Copextel division: one in beach for the municipalities Playa, Marianao, La Lisa, October 10, Boyeros, Cerro and Arroyo Naranjo; and another in Plaza for Plaza de la Revolución, Centro Habana, Havana Vieja, Havana del Este, Guanabacoa, Cotorro, Rule and San Miguel del Padrón.
Delivery times and customer responses
When Arturo and his relative decided to make the purchase they did it with the belief that the waiting time would be similar to that of other virtual stores, about 7 days maximum.
In the store chatbot it can be read that Copextel marks a period of up to 20 business days to enlist the delivery. If the product is in the sale room, the delivery will be faster, but it must be transferred from the stores, it could take longer.
Arturo managed to communicate through WhatsApp with the store on March 11, 2025 and received other information. At the collection points it could be delayed between 8 and 30 business days, but if it acquired a product with the label “soon available” the waiting time could extend up to 60 business days.
Store messages on your website already through WhatsApp
The complaints of other users on Facebook reveal periods longer than Arturo’s experience. A woman from the Tunas claims that she bought a washing machine on August 2, 2024 and does not receive it yet. “What a lousy work, a lot of promotion, but the concrete terrible”, wrote.
Another user who also accumulates several months of waiting and has not managed to communicate with the company said: «Where can I ask for reimbursement and sue them for fraud, fraud, moral damage? What a lack of seriousness and professionalism ».
Four months waiting for a refrigerator or 11 months of a pot, since December 2024 in the waiting of a fridge or since October 2024 of a television, they are some of the experiences that can be read. Occasionally, the company has responded that they are “working on it” or has sent people to customer service +53 5 0635040.
Some demand from the store the lack of logistics to deliver the items and an application for the monitoring of the purchase.
For Arturo, another critical aspect has been communication with the store.
In a video shared with eltoque On the messages exchanged through WhatsApp, it can be seen that he wrote on March 6 and 8 and responded on 11 of that month. He wrote again on March 31 and received an answer on April 3. For their calculations, they take between 3 and 7 days to attend customer concerns.
He also sent two messages to Haitech by email and did not receive an answer.
Messages sent by Arturo to the Haitech company, whose products are sold in Cuba through the Caiman53 virtual store
Who are behind Caiman53?
The Chinese company Haitech has maintained a presence in the Cuban market for more than two decades. In 2004 they provided the country with one million televisions and in 2007 they delivered three million Haier refrigerators, as part of Fidel Castro’s purpose of reducing energy consumption.
At the International Computer Fair 2024, its commercial manager assured the national press that they were not only an appliance company, but could provide comprehensive solutions and mentioned a project for digital television in Cuba.
Explained That his virtual store in Cuba was Mallhaitech and that Caiman53 would be the future, with the claim that he became an electronic commerce platform that incorporated other types of products such as clothing, cleaning, motorcycles and electric bicycles.
Also dcongregation that all products were acquired with “guarantee, repair services and very good prices.” However, Caiman53 sells in USD.
Although the store goes to a Cuban market, among the Payment options International credit and debit cards appear. It allows to use Visa, Mastercard, American Express, JCB, Diners Club and Discover.
In a chat with questions that could be doubts of customers, they clarify that they do not receive payments in the national currencies: “Unfortunately, for the moment, it is not possible to pay with MLC/CUP cards issued by Cuban banks.”
Copextel is the Cuban partner of Haitech and, in addition to the Chinese brands Hys and Haitech, the Inpud and ATEC are marketed.
To promote themselves on the island they have taken advantage of the benefits of social networks and alliances. The Instagram account Caiman53 has more than 37,000 followers and a group of content creators promote their products. In addition to actor Alejandro Cuervo, the actress appears Flora Borrego, The character Lola Mento Guasimitathe cook Ydalgo Martínezthe artist Yass Beltránamong others. In their respective Instagram profiles they include promotional codes and the link to the store.
Also on Instagram Cuban clients complain about the dilated wait and the absence of answers.
*Fictional name used at the request of the complainant.
