Issues With Service From Dpg/worldhookah

[lyingsideways]

UPDATE:
So, I received the second package today that Neal shipped to me (this one was shipped Priority Mail, received a full 20 days after my order date) and needless to say, I am far from happy. The tobacco was all just thrown in the box with no packaging whatsoever. There is leaky shisha everywhere. A few packages have been opened, freshness seals broken. Many flavors that I ordered were not included, and random flavors were sent instead without me being notified. I still cannot get in touch with Neal or Holly. In some places, even brands that I ordered have been replaced with different flavors from other brands. Most tobaccos (even including packaging) do not weigh what they're supposed to. This problem is as drastic as almost every 50g fantasia pack (I got about 10 50g packs of random flavors, instead of the 2 200g and 4 50g packs I ordered) weighing somewhere around 35-40g, even WITH the plastic wrapping. There's no way I'm going to send it back, as getting them to refund my credit card will probably be another month-long process, if they were to ever send me a refund at all. I suppose that I will wait and see if the original package arrives, try to piece together what I actually ordered out of the two, and send back whatever's left, given that my original order (if it's not lost in the mail) is put together a little bit better than this one, which at this point, I'm rather skeptical about.

Needless to say, I feel like I got screwed over by this company, and I will NEVER do business with them again. I'm just glad I didn't order my beloved Tangiers from them, as I'd be endlessly pissed if it was mixed with pipe tobacco as has been the case lately.

There are way too many reputable vendors out there to waste time and money with this one again.

Let the flaming begin.





First off, I'd like to say that I am not posting this to badmouth the company, as what has happened is probably just an honest mistake, however I have attempted to call Neal several times with no luck, and sent quite a few emails within the past few days, as well as a PM here on the forum, and have not gotten a reply. All I am trying to accomplish here is to garner Neal's attention so hopefully he will address my issue.

I placed an order on May 25th, 13 days ago, and have yet to receive it. The DPG website states that my order was shipped on May 26th, which was Memorial Day, so that seems a bit odd itself. Given that the 26th was Memorial Day, and that Neal ships via USPS which operates on Saturdays, today is the eleventh business day since my order was supposedly shipped.

I had been trying to call DPG for the majority of this past week to get a tracking number, and once I was finally able to get in touch with Holly, she gave me a tracking number, which came up with no package in USPS's system. I assumed that I'd copied it down wrong, so I called back to get it again, and Holly gave me the same number which yielded the same result. So now it's been 11 business days since DPG states they shipped my package, but USPS has absolutely no record of the package ever being billed or shipped.

I've emailed the company, sent them a message here, and tried to call, but I've had no luck. All I want is an honest answer about my package, or a refund if its been lost, or was never shipped in the first place. If the package still hasn't been shipped, I think I'm entitled to a refund. I spent a good amount of money on this order, and this is not the kind of service I would like to support.

Neal, I hope this got your attention. I have heard from many others that you run a great business, and I'll agree that your prices cannot be beat. I'd like to shop with you, and I hope that maybe there is a mix-up somewhere. Please just work on fixing it with me instead of not responding to my emails or PMs.

My order number is #434, incase you read this.

Thank you. Edited June 12, 2008 by lyingsideways

[MechAnt]

Before anyone begins to become hostile toward lyingsideways and say "OMFG! GTFO! N3AL IS T3H SHIT!!!!", I want to defend lyingsideways in that he is not accusing Neal and DPG for anything bad, it's just he wants to get Neal's attention because other mediums of communication are proving to be ineffective. So please I beseech you guys:

DON'T GO HOSTILE ON HIM! HE IS NOT BEING HOSTILE HIMSELF AND DOES NOT DESERVE IT!

[lyingsideways]

Thanks MechAnt. I'd really like to reiterate that I am not trying to badmouth the company whatsoever. I just want the stuff I paid for, and I'm hoping that I can get an answer from Neal about it, that's all. I spoke with Neal on the phone once and he seems like nothing more than a great guy trying to run an honest business and give people fantastic deals on hookah stuff. I come here with no hostility whatsoever; just looking for the issue to be cleared up, and believe that it was probably an honest mistake, perhaps something like the package being packed and labeled but then somehow never brought to or picked up by USPS, since they were able to give me a tracking number, but it didn't come up in USPS's system. I believe it was an honest mistake somewhere, but that doesn't mean it shouldn't be resolved.

[chromecarz00]

HOW DARE YOU BADMOUTH NEAL! YOU BASTARD! NEAL IS A GOOD GUY AND GIVES EVERYTHING HES GOT!!!
haha. just kidding. USPS is a pain recently though, and I think Neal was on vacation, I couldnt reach him either. Good luck man.

[Rani]

I have to say that my last order was also delayed on shipping...... Placed the order over a week ago and hadn't shipped until yesterday - or should I say was scheduled to ship yesterday. I won't know until Monday or Tuesday if it actually did until it arrives. Or not as the case may be.

My personal guess is that DPG came out of nowhere into a Forum and web presence. When you're small and suddenly you blow up, well, you're going to get a little buried. It's called growing pains. And Neal was adding a lounge to the Las Vegas area. If you've heard any of Mushrat's stories about everything he went through trying to get up and running smoothly, you'll know it ain't easy. So I'm being patient.

This isn't a derogatory critism of DPG, just a nice nudge that we like you guys, you set an amazingly high standard of customer service, and it's missed. So pretty please catch up to what I'm sure is nothing more than trying to manage a growth spurt.

'Rani

[willbb123]

I just had the same problem. My order took 9 days to get to me and I only got one email responce from him.

After hearing so much good stuff about TDP I want order from him again but I would like to have more communication.
Hes always saying how hes selling at a loss, I would pay more for good service.

[bjelder]

I won't be ordering from DPG either. Its been about two and a half weeks and I still do not have my full order. Had to practically babysit my order (multiple calls to them) and it still got screwed up.

See details in the vendor review section.

No hard feelings, I just will not be ordering from them any more.

[ilikemyusername]

i had a fairly diffocult time with my order as well, various issues. and about that tracking number, the SAME thing happened to me and when i got my package, it had the tracking number holly gave me, but usps had never heard of it... wierd. i know neal is a very busy man and everyone loves him, but until the hiccups get sorted out i'll be holding off.
also, i'd also like to mention once i got ahold of him on the phone he fixed all problems and shipped it that day! he's a totally awesome guy, but i think he needs another employee, to help out with everything, becuase it sucks when you fall through the cracks. Edited June 8, 2008 by ilikemyusername

[EternalSoil]

I understand everyone's talking about this and i'm glad you guys are being very nice about it!

I have not yet done any business with Neal but i do plan to!

I bet he's working his ass off at the bar and may not have the staff right now to run 3 places.

I'm sure just by listening to the guy that you will all receive your orders.

[indian_villager]

It is a real possibility that usps sucks and lost your package. When I made an order with him my tracking number said there was no such package until the day it arrived at my doorstep!

[liquidglass]

Well I personally ordered from neil over memorial day weekend and he got it sent out as soon as the post office was open tuesday. and I got it by the next monday so only 5 possible business days but since things usually ship out in the afternoon then 4 1/2 days. From west coast to east coast.

As a note though. Neil gives free shipping, so the order usually will take a short while 9 days is pushing it a little, but just depends on a lot of factors that occur after it's out of his hands.
I actually paid the $5 extra to have it on my doorstep in 3-5 biz days. Which is totally worth it IMO. I could either pay out the ass for shipping at another site or I could pay only $5 extra or free shipping at neils. $5 shipping on anything is a pretty damn good deal. So that's my recommendation whenever you order with him.


Sorry to hear your order is delayed, I know how that can be when you're counting on getting to try the new stuff soon. Hopefully you get it soon!

[Jeff_T]

I placed an order, not as long ago, on the 2nd and have not received any e-mail or phone call about it being processed or shipped out. And I emailed asking about this and have not received an email back (just email yesterday though).

[mushrat]

There may be some issues presently with TDP. If you order, do it by phone to make sure all is well there. More details as they become availible.

Also, as a general rules, USPS tracking is a joke. Don't even TRY to actually track a package, it will almost alway stell you there is no info availible. Even the folks here at the post office say trying to track a package through the US mail system just plain old doesn't work.

UPS on the other hand has great tracking.

[Johnny_D]

Just to play devil's advocate here in behalf of your Postal Service.... I've had over 60 orders from mnhookah's and a couple from Neal.... and all bar 2 have tracked perfectly to the uk.

[Snoopy1966]

Just to play devil's advocate here in behalf of your Postal Service.... I've had over 60 orders from mnhookah's and a couple from Neal.... and all bar 2 have tracked perfectly to the uk.

Yea, JD gets faster shipping to the UK then I do to WI. Neal has been slow on a couple of my purchases, and I agree the lack of communication is disturbing sometimes, but he is busy as hell lately. Hopefully they will get everything down soon. I will do business with Neal yet for sure. He is a great guy to work with and he likes to help out peoples as well. USPS with the free shipping is slow as heck, but that is why it is free, the priority for USPS to ship packages for basic ground takes time. I have got a couple of tobacco orders within the same week I ordered. The problem has always been when I buy a Hookah from him. It does not discourage me though because of Neal and his willingness to correct anything that has gone wrong. Keep up the great work Neal and Holly!!

[willbb123]

UPS on the other hand has great tracking.

It would be amazing if he started shipping UPS

[chromecarz00]

I truly think that Neal should hire one more person. That would solve ALL his problems.

[willbb123]

I truly think that Neal should hire one more person. That would solve ALL his problems.

I would love to help! But I live in Iowa....

[chromecarz00]

Eh, ive offered before...i think hes in denial

[Voski]

Did you call his cell? If you need the number PM me.

[theotherone31415]

2 orders with DPG. i got both a month after i ordered. ONE MONTH. actually, no, my last order was placed on the 8th of may and i STILL haven't got that. so that's a month and one day, assuming it gets here tomorrow. i'll never order from them again. free shipping ohhhh woooow so cool. no, not if you sacrifice everything else. honestly, how is "he's been busy" an excuse? where else does that work? "sorry we couldn't fix your arteries on time, we've been busy here at the hospital." it's ASSUMED you're busy and the awesome part is when despite that, you provide great customer service. i've been treated pretty crappily on the whole by DPG so my anger is justified. i put up detailed reviews in their vendor section. just my experience with DPG.

[r1v3th3ad]

so, where's neal to chime in on this one?

I can understand a few days delay, maybe a week...or even if there was backorder...but not this many and this long

[bjelder]

I feel kind of bad for Neal, for getting all this bad press.

But truthfully, the "i'm busy" excuse doesn't quite cut it. If you're so busy, do something about it. Hire more people.

[Jeff_T]

Its totally understandable if you are busy running a brick and mortar business, but when you decide to set up internet sales you need to be on top of these as well. Just because you have customers right there, in store, doesn't mean you should neglect those placing orders on the internet. I'm saying this for any business, not aimed at DPG or anything. If you need help it would be worth it to pay someone's wages, at least temporarily, to get back on top of things. Keeping customers satisfied and coming back is well worth what you are going to be paying an employee to keep on top of internet orders, etc. Just my thoughts though... Edited June 8, 2008 by Jeff_T

[The Devils Playground]

First off, I'd like to say that I am not posting this to badmouth the company, as what has happened is probably just an honest mistake, however I have attempted to call Neal several times with no luck, and sent quite a few emails within the past few days, as well as a PM here on the forum, and have not gotten a reply. All I am trying to accomplish here is to garner Neal's attention so hopefully he will address my issue.

I placed an order on May 25th, 13 days ago, and have yet to receive it. The DPG website states that my order was shipped on May 26th, which was Memorial Day, so that seems a bit odd itself. Given that the 26th was Memorial Day, and that Neal ships via USPS which operates on Saturdays, today is the eleventh business day since my order was supposedly shipped.

I had been trying to call DPG for the majority of this past week to get a tracking number, and once I was finally able to get in touch with Holly, she gave me a tracking number, which came up with no package in USPS's system. I assumed that I'd copied it down wrong, so I called back to get it again, and Holly gave me the same number which yielded the same result. So now it's been 11 business days since DPG states they shipped my package, but USPS has absolutely no record of the package ever being billed or shipped.

I've emailed the company, sent them a message here, and tried to call, but I've had no luck. All I want is an honest answer about my package, or a refund if its been lost, or was never shipped in the first place. If the package still hasn't been shipped, I think I'm entitled to a refund. I spent a good amount of money on this order, and this is not the kind of service I would like to support.

Neal, I hope this got your attention. I have heard from many others that you run a great business, and I'll agree that your prices cannot be beat. I'd like to shop with you, and I hope that maybe there is a mix-up somewhere. Please just work on fixing it with me instead of not responding to my emails or PMs.

My order number is #434, incase you read this.

Thank you.