ahwahoo2006 Posted October 22, 2007 Share Posted October 22, 2007 I placed an order for a KM Amer and a bunch of shisha and accessories on Oct 4 with Hookah Company. The package, however, did finally arrive (no thanks to FedEx's horrible customer service). Packaging was great, lots of bubble wrap and peanuts ensured a safe delivery. My only complaint was with the defective hose included with the hookah - it has two holes somewhere in it - one in the plastic tip (I found it using soapy water and blowing) and another somewhere in the wrapped handle that I can hear but not see. I emailed back about the hose, but they told me they would not send me a replacement without pictures of the damage. I am still awaiting a reply to my followup email on the 13th. I have sent email and comments through their website, but I have still heard nothing. All I want is a working hose for my KM! Great products and selection, but not very good customer service. Link to comment Share on other sites More sharing options...
Huskysibe Posted October 22, 2007 Share Posted October 22, 2007 The Amer hose is OK, but what you will find is that its too heavy and falls out of the hose port ALOT. Do yourself a favor and replace it with a Nammor immediately. I understand the fact that you paid for something and you expect a certain level of service and workability, just dont get too wrapped around the axle about the hose. Thats just my opinion, I have an Amer and I have replaced that hose already. Billy Link to comment Share on other sites More sharing options...
ahwahoo2006 Posted October 22, 2007 Author Share Posted October 22, 2007 Thanks for the advice Billy. Its not the hose I care about - I have plenty of other extra hoses - its the fact that I paid for a working hookah and have not, to my satisfaction recieved it, AND was essentially told "we don't believe you and think you are trying to cheat us." That is offensive to me as a customer. Link to comment Share on other sites More sharing options...
Huskysibe Posted October 22, 2007 Share Posted October 22, 2007 I understand what you are saying. believe it or not though, thats the way they do for all issues of that nature. Dont take it personally, there have been some dishonest people out there that have ruined it for us all and thats what they are forced to do to verify. I cant blame them though, I have been in business for 1 month and have started to see all the nuances that come with online business hehe. Just dont take it personal, thats the best advice I can give you. Billy Link to comment Share on other sites More sharing options...
kram Posted October 22, 2007 Share Posted October 22, 2007 are u in aussie my friend? or not from the states? they handle overseas orders really badly. and they send e mails really slow. it took a gd 3 weeks to get my bunged up order handled. it sucks tht they have some awesome products with such shit customer service. i feel ur irritation. i have really considered not ordering from them again but time and time again their products draw me back. sorry again brother Link to comment Share on other sites More sharing options...
Johnny_D Posted October 22, 2007 Share Posted October 22, 2007 He's from DC!And yes, there international is horrendous. I called once, three times, all to be fobbed off. which is such a crying shame - They handle customs very well, pack well. But just brush off international customers JD Link to comment Share on other sites More sharing options...
New2Hookah Posted October 22, 2007 Share Posted October 22, 2007 I don\'t have any international experience with them, but they are awesome for locals. Ask to speak with George (he is the owner) he is a very nice guy and will work hard to make you happy. Link to comment Share on other sites More sharing options...
ASUSEAN1 Posted October 22, 2007 Share Posted October 22, 2007 what you do is this.. send them another email back, link this thread, and HC will change their minds. Its pretty stupid IMO that they are not helping you out in the first place.. If they don't believ it is broken then they should pay to have the broken hose shipped back Link to comment Share on other sites More sharing options...
ahwahoo2006 Posted October 22, 2007 Author Share Posted October 22, 2007 I already offered to do that and they have yet to tell me how I should go about doing that so it will get processed correctly. Link to comment Share on other sites More sharing options...
Oni_Dragon Posted October 22, 2007 Share Posted October 22, 2007 QUOTE (ASUSEAN1 @ Oct 22 2007, 11:16 AM) <{POST_SNAPBACK}>what you do is this.. send them another email back, link this thread, and HC will change their minds.you know, i have noticed that, whenever certain issues have been addressed here on the forums, they have been responded to in quite an orderly fashion by that certain business... haha Link to comment Share on other sites More sharing options...
ahwahoo2006 Posted October 22, 2007 Author Share Posted October 22, 2007 Thats why I posted it here... after waiting a little while to see if it would be resolved on its own first. Link to comment Share on other sites More sharing options...
ASUSEAN1 Posted October 22, 2007 Share Posted October 22, 2007 QUOTE (Oni_Dragon @ Oct 22 2007, 07:05 PM) <{POST_SNAPBACK}>QUOTE (ASUSEAN1 @ Oct 22 2007, 11:16 AM) <{POST_SNAPBACK}>what you do is this.. send them another email back, link this thread, and HC will change their minds.you know, i have noticed that, whenever certain issues have been addressed here on the forums, they have been responded to in quite an orderly fashion by that certain business... hahaworks like a charm every time.. and mya says they don't cover their bases on warrenty haha Link to comment Share on other sites More sharing options...
thegreengoblin707 Posted October 22, 2007 Share Posted October 22, 2007 I see, so you are an international customer and it isn't convenient to make a phone call. I had it shipped to me in USA. My vase came broken. My emails were not replied to but when I made phone calls - they were quick to respond each time and took care of me. Phone is definitely the way to go but obviously for you that isn't convenient. Today I called to get status on my replacement vase and they said that the customer service manager isn't in due to horrible wildfire situation in San Diego, CA. That is understandable. They said she'd be back tomorrow.You should get a friend in the USA to make a phone call on your behalf with the order #, tell them you sent the photos, and you'll be set. Of course, with the wildfire situation - they may have to wait until the customer service manager comes in.Good luck. Link to comment Share on other sites More sharing options...
KillZedKill Posted October 22, 2007 Share Posted October 22, 2007 When I had my troubles I had to send emails with photos and call them constantly before they would even consider doing anything about my problems. Maybe when they see how many people share the same problem they will change, but doubtful. Link to comment Share on other sites More sharing options...
KLD Posted October 22, 2007 Share Posted October 22, 2007 I called them a few times and I asked when they would be getting their Med funnels In. They said in a couple months, I laughed and hung up knowing this person had no idea what they are doing. They got the med funnels in the next day. Given they do have good products their customer service is lacking Link to comment Share on other sites More sharing options...
boulderkid303 Posted October 22, 2007 Share Posted October 22, 2007 I had an order with HC last week. They messed up on it not once, twice, but three times. They are awful, stick with MN. Link to comment Share on other sites More sharing options...
New2Hookah Posted October 22, 2007 Share Posted October 22, 2007 Its really pathetic how people have to use this forum as an excuse to get what they want outta the company. Companies are slackin based on all these complaints. I\'m glad when I made my purchase, everything was 110% smooth quick and reliable. Link to comment Share on other sites More sharing options...
ZenSilk Posted October 22, 2007 Share Posted October 22, 2007 Each time i have needed "customer service" they have come through. I wanted something instead of mixed fruit nakhla, they sent Sweet melon. I called and asked if they would be getting mroe smiley mods, she said she did not know, but would send an email to me first thing. I asked if the Amer was brass cored downstem, she said i am not sure, went and got someone else, he wasn't sure, went and got soemone else, but basically the guy who knows wasnt there... (that wasn't bad in regards to service, but bad in regards to know one even knows). Link to comment Share on other sites More sharing options...
Gaara Posted October 23, 2007 Share Posted October 23, 2007 QUOTE (ahwahoo2006 @ Oct 22 2007, 10:03 AM) <{POST_SNAPBACK}>I placed an order for a KM Amer and a bunch of shisha and accessories on Oct 4 with Hookah Company. The package, however, did finally arrive (no thanks to FedEx's horrible customer service). Packaging was great, lots of bubble wrap and peanuts ensured a safe delivery. My only complaint was with the defective hose included with the hookah - it has two holes somewhere in it - one in the plastic tip (I found it using soapy water and blowing) and another somewhere in the wrapped handle that I can hear but not see. I emailed back about the hose, but they told me they would not send me a replacement without pictures of the damage. I am still awaiting a reply to my followup email on the 13th. I have sent email and comments through their website, but I have still heard nothing. All I want is a working hose for my KM! Great products and selection, but not very good customer service.My vase from this Hookah that I ordered from them came broken. After emails, they told me to send them pictures of it which I did but didn't receive any reply back. The cleaning brush never came either after they told me they'd send it. At that point, I was just tired of their customer service and stuck with my Mya QT. Definently not ordering from them again. Link to comment Share on other sites More sharing options...
Gaara Posted October 23, 2007 Share Posted October 23, 2007 (edited) QUOTE (New2Hookah @ Oct 22 2007, 07:31 PM) <{POST_SNAPBACK}>Its really pathetic how people have to use this forum as an excuse to get what they want outta the company. Companies are slackin based on all these complaints. I\'m glad when I made my purchase, everything was 110% smooth quick and reliable.It's really pathetic to have poor customer service. Period. I've ordered from MNHookah & H-S and their service is on a diff. level compared to HC. I get immediate answers, they're more friendly & most of all, my items come as I expected them in a fast manner. Edited October 23, 2007 by Gaara Link to comment Share on other sites More sharing options...
cymptom Posted October 23, 2007 Share Posted October 23, 2007 Hookah Company just keeps getting worse and worse. It's funny, I actually knew I was going to see a thread about this before I even opened up the forum. I placed another order with them on Saturday and just now remembered that I'm probably not gonna hear anything about it shipping for at least another week... Link to comment Share on other sites More sharing options...
chrisrbts Posted October 23, 2007 Share Posted October 23, 2007 (edited) Sorry to hear that you are having such bad problems with Hookah Company. I think that they have awesome products and their selection of tobacco is incredible. I have not had any problems with them before and my order has always been right. I ordered a mya mini acrylic from them and it arrived on the 18th and the vase was shattered, so i called them and they told me, "Email us pictures of the shattered base and we will send you a new hookah." It is the 22nd now and I called and left a message to find out the status of the new hookah, but i haven't heard anything yet.[attachment=639:DSCN1328.JPG][attachment=638:DSCN1329.JPG][attachment=640:DSCN1331.JPG] Edited October 23, 2007 by chrisrbts Link to comment Share on other sites More sharing options...
waterboi Posted October 23, 2007 Share Posted October 23, 2007 I am really wanting to place an order with these guys tonight for a Tangerine KM and all these reviews have me wondering Link to comment Share on other sites More sharing options...
poopooshaboo Posted October 23, 2007 Share Posted October 23, 2007 Just do it, I've used them many times and never had a problem. I think you hear a lot of the bad and very little of the good. Link to comment Share on other sites More sharing options...
Zildjian Posted October 23, 2007 Share Posted October 23, 2007 you get that with any company. people are about 30 or 40 times more likely to report a poor experience than a good, or even stellar one. Link to comment Share on other sites More sharing options...
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