My Hookah-shisha Woes.

[Voski]

Every time I have made an order with this company I have had an issue. Usually it has been with them taking 2-3 business days to ship my orders.

This time the issue has been with my nammor hose. I got the hose and it had a leak in it within a few weeks but I kept smoking it because I didn't really mind. A few months later the leak started to get worst and the actual hose itself started to leak on the seams. I ended up having to use electrical tape to patch it up. I even tried using a glue gun to get the initial leak where the handle attaches to the hose. Eventually the original leak surfaced again and the hose formed a big hole where it attaches to the handle. Then the mouthpiece grommet fell off. This is 6 months later. I get fed up with this bull. On their website they state "The inner lining of the hose is made of a "thick-yet-flexible" garden hose quality type material, making it extremely easy to clean and will last you an untold amount of time." and "The handle of the hose is detachable so you can easily clean and wash your hose from the inside. For best results just clean after each use and use warm water.".

I emailed them on Jun 15, 2008 saying "I bought a Nammor hose from you guys in December of 2007. The hose basically fell apart in the last week. There's leaks in the actual tubing and it is disconnecting from the handle. The glue which holds the grommet in place for the mouthpiece stopped being sticky. After some research on hookahforum it seems that I am not the only one that this has happened to."

They reply with "Thank you contacting Hookah-shisha.com. I am sorry to hear that your Nammor hose broke. Due to it being approximately six months old, what I would like to due is offer a replacement at half price. Please let us know if this is something that you may interested in. Thanks!"

Ok sweet $10.98 for a new hose. I ask them if they will cover shipping and they tell me they will. They charge me $12 so I notify them that half of $21.95 is not $12 it is more like $10.98. They tell me they will give me 50 reward points and will keep two cents because of free shipping . I get my hose on the 23rd and when I open it I notice that the mouthtip is not ziptied to the handle like my other nammor and razan where. Instead it was already plugged into the hose. So I take the hose and pull the moutip out as I am walking to my room to store it. I realize that the mouthtip came out way to easliy and I look down and see that the grommet is not in the hose but on the mouthtip with glue residue all over it!

I immedietly contact them with live support and tell them about the issue and send them this picture. The person over chat tells me they will send me a new hose tommorow (Tuesday). I couldn't believe it I asked him if I would have to send them the current hose back and they told me I didn't need to. It should be noted the guy was very chill and told me the hoses have a lot of issues with quality. Hmm I wonder if they are going to fire him now.



So Tuesday rolls a long and they ask me to send them the picture again for their records. I send it to them and they email me "Thank you for sending the picture. Judging by the picture, your hose is in fact not broken. The mouthpiece is designed to detach as seen in the picture. After looking at the picture closely last night, and then again today, it is clear that the hose will function properly if you insert the mouthpiece into the main part of the hose. I understand your concern when the hose arrived in two pieces but I assure you, it was designed this way and there is nothing wrong with it. Please let us know if you have any other questions. Thanks!"

I email them back annoyed because they are basicly insulting my intellgence and telling me that something is not broken when it is and one of their own employees told me it should and will be replaced.

Then they email me again. "I understand what yuu are saying, and sending additional pictures is not necessary, but your hose will function 100% normally weather or not the grommet is glued in the hose or not. The Nammor hose that I'm smoking on right now, and have been using for the last 7 months, does the exact same thing, and it works flawlessly. If you would like to adhere the grommet back in the hose, all it takes is a couple dabs of glue and it will seal it back in just fine. We appreciate the fact that you took the time to take and send us pictures, but since the hose will still fully function 100% and the grommet can be easily adhered back, it does not warrant a replacement. We apologize for any inconvenience and please let us know if you have any further questions."

So now they are agreeing that the hose is broken and that I should glue it together. I send them an even angrier email which they haven't responded to. Since I was pissed off I forgot to tell them I want a pre-paid return label so I can send the hose back and get a refund. They didn't respond to that either.

Now lets go to there FAQ

"We will cover the shipping on exchanges of defective or broken items within the limitations of the 30 day time period and the unused condition of the hookah."

About Us

"The best customer service in the hookah world - so that you are 100% happy every time you interact with us."

I just got done with live chat and contacted my credit card company and filed a claim. Here is the live chat.

Welcome to Hookah & Shisha Central, a customer service representative will be with you shortly...
You are now chatting with a Hookah & Shisha Central customer service represenative.
Hookah and Shisha Central: Welcome to The Hookah and Shisha Central and our online chat service, how may I help you?
you: Hey I would like a return label so I can send back my nammor and get a refund. narbe@ca.rr.com
Hookah and Shisha Central: ˙sure we'd be happy to take it back as long as it hasn't been used
you: it hasn't and thats the problem it came broken but you guys aren't replacing it
you: the first person I talked to on monday over live chat said they would replace the hose. Yesterday I got an email asking for the same picture I sent to the person on live chat and they told me the hose isn't broken/defective. Today they are telling me to glue the hose and use it and that they will not replace it.
you: monday is the day I got the hose
Hookah and Shisha Central: I'm looking now
you: thanks
you: have I been dealing with the same person every time?
Hookah and Shisha Central: ok an RMA number was emailed
Hookah and Shisha Central: to you
Hookah and Shisha Central: please include the RMA number in the address when you return the hose
you: so do I print the shipping label?
Hookah and Shisha Central: from the email?
you: yea
you: or do I have to pay to ship it back...
Hookah and Shisha Central: you can
Hookah and Shisha Central: you have to pay to ship it back
you: "We will cover the shipping on exchanges of defective or broken items within the limitations of the 30 day time period and the unused condition of the hookah. For returns/exchanges other than broken or defective items, the customer maintains responsibility for the return shipping amount."
Hookah and Shisha Central: it was not deemed defective
you: how is it not defective
you: the glue isn't adhered and I was told to fix it
Hookah and Shisha Central: we've already had this conversation
you: how can I fix something that isn't defective
Hookah and Shisha Central: I apologize that you feel you received a defective product but from the picture that you sent it was not believed to be defective
you: the grommet isn't supposed to come out of the hose. It was loose on arrival that is defective. theres glue residue on the grommet and hose
you: If I need to I will file a claim with my credit card company. It looks like that is what needs to be done
Hookah and Shisha Central: again from the picture you sent the hose was not deemed defective
you: would you like a better picture with glue hanging off the grommet
you: because i can do that
Hookah and Shisha Central: I understand what the issue is and again we deemed your hose not to defective
you: on what basis is it not defective
you: you can't just keep telling me it isn't defective when it is I don't understand this blatant denial of reality
you: its like if I punch you in the face and say I didn't
Hookah and Shisha Central: because if the grommet comes loose the hose still functions properly
you: no it leaks
you: and you get air from the environment when you take a hit
you: I know this because my first nammor did the same thing after a few months
Hookah and Shisha Central: how do you know if you haven't used it
you: "you: I know this because my first nammor did the same thing after a few months"
Hookah and Shisha Central: we have one in the office that the grommet comes out and there is no problem with it
you: you guys are really striving for "The best customer service in the hookah world - so that you are 100% happy every time you interact with us."
you: the one I had had a problem so I don't want to use this one if it will also have the same problem
Hookah and Shisha Central: that is why we deemed it functional
you: that is fine if yours has no problem but mine did. now If I smoke it and it does have a problem your going to tell me I used it and you will not replace it
you: who is your superior
you: this is rediculous
you: I have better things to do then sit here and have someone tell me that something isn't broken when I can clearly see it is
Hookah and Shisha Central: we're going in circles here. If you would like to return your hose all you have to do is send it back and we will refund your CC the reduced price you paid for your hose
you: your denying the fact that it is defective which results in me having to spend 7 or so dollars to ship it back so i can get 12 dollars back
you: if you bought a new car and the door pannel fell off you would deem it not defective?
Hookah and Shisha Central: not comparable
you: in what aspect. they are both new and they both still work
you: there are 3 other hookah-forum members saying they would consider my hose defective
Hookah and Shisha Central: the grommet is an internal element, and slides into place not affecting the functionality of the hose
Hookah and Shisha Central: but again we're going in circles
you: the grommet is there to make the hose airtight if the grommet it loose the hose will not be airtight
you: give me a call please
you: or have your supervisor call me
you: make that 4 members
Hookah and Shisha Central: discussing this further is not going to change the out come, but if you would like I can have my supervisor contact you tomorrow
you: yes
Hookah and Shisha Central: ok
you: after 12:30 pm pst please
Hookah and Shisha Central: he will not be available then
you: what time is he available
Hookah and Shisha Central: 8 am CST
Hookah and Shisha Central: til noon
you: would you consider my hose broken
Hookah and Shisha Central: no
you: what would you consider it
Hookah and Shisha Central: we've gone over this
Hookah and Shisha Central: you hose is functional, the grommet can be glued or pushed back into place and will functioned as designed
you: why do I need to spend more money on a hose that should come functional out of the box
Hookah and Shisha Central: it is functional, you do not have to spend any money, the grommet can be pushed into place and does not affect the quality of smoke
you: yea it does it falls right out
you: You honestly think there is nothing wrong with this hose and I have nothing better to do
you: If the grommet stayed and didn't leak I wouldn't give a shit
Hookah and Shisha Central: no I think there is nothing wrong with your hose because I smoke with one every day that has a loose grommet without incident
you: mine old one did though!
Hookah and Shisha Central: and thats why we sent you a new one
you: no my old one
you: fell apart
you: and I payed half price to replace it
you: this one came broken out of the box
Hookah and Shisha Central: we deemed your hose to be functional and if you don't have anything else that you would like to discuss I'm going to have to end this chat
you: ok I am going to have to call my credit card company
Hookah and Shisha Central: thats you right
Hookah and Shisha Central: your right
Hookah and Shisha Central: excuse me

/rant

Please vote in the poll. If you are voting no please explain because no matter how hard I try I fail to see how this product is not defective.

[SimplexCoda]

First off, that is, by ar, the longest single post i have ever seen. In my life. Ever. In the history of long posts, that is the longest.
Ok now thats over, i think i would be done with them if i were you.

[Lloyd Knox]

that effin' sucks dude. how do you get shit broken out of a box and they deemed it not broken?

[Voski]

that effin' sucks dude. how do you get shit broken out of a box and they deemed it not broken?

They keep telling me they have one with the same problem and it works fine.

[Big Boss]

I didn't know you wrote novels... But anyway... Yeah, sounds like you were the victim of a bad situation. Usually HS has great service, but every now and then someone gets screwed. Too bad it had to be you.

[Voski]

I didn't know you wrote novels... But anyway... Yeah, sounds like you were the victim of a bad situation. Usually HS has great service, but every now and then someone gets screwed. Too bad it had to be you.

This is unfortunately not true. A lot of other people have had issues with them just telling them to glue it. No one else has spoken up though.

[SimplexCoda]

They keep telling me they have one with the same problem and it works fine.

You should ask them what happened to the customer is always right. I paid for it and i have standards.

[Big Boss]

I didn't know you wrote novels... But anyway... Yeah, sounds like you were the victim of a bad situation. Usually HS has great service, but every now and then someone gets screwed. Too bad it had to be you.

This is unfortunately not true. A lot of other people have had issues with them just telling them to glue it. No one else has spoken up though.

Yeah, I said the usually do.

[Victim026]

Hmm all 3 of nammors have the grommets come out and there's no leaks at all.... I dunno what to tell you....

[Voski]

They keep telling me they have one with the same problem and it works fine.

You should ask them what happened to the customer is always right. I paid for it and i have standards.

I plan to rip the supervisor a new one in the morning. I will also use this. I should just start yelling I AM NOT 100% HAPPY I AM NOT 100% HAPPY AAAAAAAHHHH.

[HKJON]

Hmmm...looks like the hose should work fine. That grommet is nothing more than a bowl grommet. I have always seen the grommet as loose and not glued, but I can see how gluing it could be useful. I would try making it work before sending it back. I think that the company you bought it from has went out of their way to keep you as a customer. I am sure they will eventually replace your hose, again, but they will ultimately take a loss by doing so. You might try their advice and see if it helps.
my 2 cents

Jon

[Voski]

Hmmm...looks like the hose should work fine. That grommet is nothing more than a bowl grommet. I have always seen the grommet as loose and not glued, but I can see how gluing it could be useful. I would try making it work before sending it back. I think that the company you bought it from has went out of their way to keep you as a customer. I am sure they will eventually replace your hose, again, but they will ultimately take a loss by doing so. You might try their advice and see if it helps.
my 2 cents

Jon

I want them to give me my money back and take the hose. That is it. I won't be tampering with it in any way so they can deny a refund in the future.

[NickReppinThe909]

rip them ANOTHER new one and tell them you have more than 4 HF members pissed off at them because i have had multiple problems with them also

[mobbed]

yeah my grommet has come out and its about a year old and still going strong i love it

[Big Boss]

I don't think defective = broken but I do think they should replace it for free.

[SimplexCoda]

my nammor hose grommet is deffenatly glued in. so im not sure what that guy is talking about saying its not glued in.

[Voski]

I don't think defective = broken but I do think they should replace it for free.

I didn't mean to say they are the same. I agree that it is not broken but it is defective.

[Big Boss]

my nammor hose grommet is deffenatly glued in. so im not sure what that guy is talking about saying its not glued in.

Mine was glued, too.

[Big Boss]

I don't think defective = broken but I do think they should replace it for free.

I didn't mean to say they are the same. I agree that it is not broken but it is defective.

Oh, shit. I read that wrong. Discount my vote for no, then. It is defective and/or broken. My bad.

[Voski]

I don't think defective = broken but I do think they should replace it for free.

I didn't mean to say they are the same. I agree that it is not broken but it is defective.

Oh, shit. I read that wrong. Discount my vote for no, then. It is defective and/or broken. My bad.

It was my fault I forgot to write or for some reason maybe a mod can change your vote.

[Victim026]

Here's the thing, complaining about this thing is like complaining that you have to use a grommet on your bowl. It's there to make the seal and as long as you stick it in place it will effectively do that. Glue or no glue it shouldn't affect how the hose functions. I've had 4 nammors now, one literally fell apart, but I never had this "issue" with it. The other 3 have had this similar issue(2 came that way, 1 eventually developed it from taking the mouthpiece out) but all function perfectly normal without the glue holding it in place. Honestly if the hose works and doesn't leak then you have nothing to bitch about. HS has already gone out of there way to give you a discount on a new hose to replace one that was 7 months old, thats hella good service to begin with and now you bitch about them going out of there way to make you happy. It's no wonder they don't wanna deal with you anymore.

[Voski]

Here's the thing, complaining about this thing is like complaining that you have to use a grommet on your bowl. It's there to make the seal and as long as you stick it in place it will effectively do that. Glue or no glue it shouldn't affect how the hose functions. I've had 4 nammors now, one literally fell apart, but I never had this "issue" with it. The other 3 have had this similar issue(2 came that way, 1 eventually developed it from taking the mouthpiece out) but all function perfectly normal without the glue holding it in place. Honestly if the hose works and doesn't leak then you have nothing to bitch about. HS has already gone out of there way to give you a discount on a new hose to replace one that was 7 months old, thats hella good service to begin with and now you bitch about them going out of there way to make you happy. It's no wonder they don't wanna deal with you anymore.

No they are not the same. The grommet on my hookah or bowl is not glued to it out of the factory or wherever it is produced. This on the other hand is. Yes it is to make a seal but my old nammor which developed the same issue would leak and the grommet mouthpiece combo would constantly fall out while smoking. My bowl does not leak or fall off when smoking. Thanks for your opinion though.

I would like to mention that you had your own rant about Zona for not sending you free stuff when they said they would. But you have a problem with me ranting about paying for a broken product that they will not refund my money for?

[Bulldog_916]

Here's the thing, complaining about this thing is like complaining that you have to use a grommet on your bowl. It's there to make the seal and as long as you stick it in place it will effectively do that. Glue or no glue it shouldn't affect how the hose functions. I've had 4 nammors now, one literally fell apart, but I never had this "issue" with it. The other 3 have had this similar issue(2 came that way, 1 eventually developed it from taking the mouthpiece out) but all function perfectly normal without the glue holding it in place. Honestly if the hose works and doesn't leak then you have nothing to bitch about. HS has already gone out of there way to give you a discount on a new hose to replace one that was 7 months old, thats hella good service to begin with and now you bitch about them going out of there way to make you happy. It's no wonder they don't wanna deal with you anymore.

+1

Voski, If it were any other hookah hose they would have told you to go screw yourself. Especially since you used it. I dont get why all of you guys think the Nammor is so godly that you can use it for months and you can always send it back if you develop a problem. WTF is that? If it were my business, I would have told you, "Tough pussycats buddy, you used it for 7 months." Buy a new hose, my Mya washable lasted for 3 months and I had to buy a new one, yours lasted twice that.

[HKJON]

I was thinking the same thing about the zoan rant, anyways, I do agree with victim26 but his choice of words is too harsh.

I wish i had that hose in my hands, i bet I could make it work.

Sounds like you SHOULD send it back for a refund. You're most likely going to get the runa round anyways.

Jon

[Voski]

Here's the thing, complaining about this thing is like complaining that you have to use a grommet on your bowl. It's there to make the seal and as long as you stick it in place it will effectively do that. Glue or no glue it shouldn't affect how the hose functions. I've had 4 nammors now, one literally fell apart, but I never had this "issue" with it. The other 3 have had this similar issue(2 came that way, 1 eventually developed it from taking the mouthpiece out) but all function perfectly normal without the glue holding it in place. Honestly if the hose works and doesn't leak then you have nothing to bitch about. HS has already gone out of there way to give you a discount on a new hose to replace one that was 7 months old, thats hella good service to begin with and now you bitch about them going out of there way to make you happy. It's no wonder they don't wanna deal with you anymore.

+1

Voski, If it were any other hookah hose they would have told you to go screw yourself. Especially since you used it. I dont get why all of you guys think the Nammor is so godly that you can use it for months and you can always send it back if you develop a problem. WTF is that? If it were my business, I would have told you, "Tough pussycats buddy, you used it for 7 months." Buy a new hose, my Mya washable lasted for 3 months and I had to buy a new one, yours lasted twice that.

Bulldog, my problem is not with the original hose it is with the replacement that I haven't even taken a drag through. Out of the box broken. I just want them to pay for shipping back and give me my money back. That is all I want.