Whats Going On With Gothookahs?

[chrisrbts]

I have not purchased a KM hookah from gothookahs.com so I cannot comment on that, but I would like to comment on their outstanding customer service.

I recently purchased a syrian hookah from gothookahs.com. It was my first purchase from this company and I did not know their procedure for order status beyond the initial purchase receipt e-mail. I called them and left a message about the status of my order and received a call the next day at 12:00 eastern (which is 9:00am western, so as soon as they arrived at work). Chuck was apologetic for the delay in my order and stated that if the order did not get out today then they would upgrade my shipping at no extra charge. However, the hookah that I ordered was out of stock and the shipment was delay another day due to them wanting to find out if I wanted to cancel my order, get a refund, or apply a credit towards another purchase, AND they already had a few hookahs picked out for my selection that were similar to the hookah I had originally selected. I was extremely pleased with the detail of service, but later that night when I received my tracking information I noticed that the shipping method was listed as ground, which was what I had originally purchased. I waited until Monday to contact gothookahs and I asked that the shipping charge be refunded due to what I thought was them falling back on their promise. What I later learned was that about thirty minutes before I called, Chuck had already sent me an e-mail offering me a discount on my next purchase and that they had a hiccup with the UPS software. They honored my request for the shipping to be refunded and still offered me the discount on my next purchase.

As a consumer, I felt that the issue was with the current order and because of that, the order that should be dealt with was that order, not my next order. But, this does not denote from the fact that gothookahs has no obligation to honor my request. I will be purchasing from gothookahs again, but I will not be using the discount code they gave me. They dealt with my issue and they should not take an additional cut in their profit for another order, when they did more than enough for the first one.

You have to remember that by being a business and a member of our forum, gothookahs as well as all the other hookah retailers on our forum, are being held to a higher standard than those that are not. By our posts we control how profitable these companies are and whether they stay in business or not, as we are the vast majority of their sales by both word of mouth on the forum and to friends. We should hear more about what a great job these companies are doing and stick up for them when they may have made a mistake. At the end of the day we are all human, we all make mistakes sometimes, wouldn't you rather have the companies that have proven themselves still in business, rather than dealing with startup companies with no track record?

[indian_villager]

There were a number of members here that purchased the ssr and exotica models from them and were thoroughly satisfied with them. Most of them were seasoned KM users/owners.

[Scoop]

i have the exotica trimetal i got from them. experienced no problems.

[Tuscani]

I have not purchased a KM hookah from gothookahs.com so I cannot comment on that, but I would like to comment on their outstanding customer service.

I recently purchased a syrian hookah from gothookahs.com. It was my first purchase from this company and I did not know their procedure for order status beyond the initial purchase receipt e-mail. I called them and left a message about the status of my order and received a call the next day at 12:00 eastern (which is 9:00am western, so as soon as they arrived at work). Chuck was apologetic for the delay in my order and stated that if the order did not get out today then they would upgrade my shipping at no extra charge. However, the hookah that I ordered was out of stock and the shipment was delay another day due to them wanting to find out if I wanted to cancel my order, get a refund, or apply a credit towards another purchase, AND they already had a few hookahs picked out for my selection that were similar to the hookah I had originally selected. I was extremely pleased with the detail of service, but later that night when I received my tracking information I noticed that the shipping method was listed as ground, which was what I had originally purchased. I waited until Monday to contact gothookahs and I asked that the shipping charge be refunded due to what I thought was them falling back on their promise. What I later learned was that about thirty minutes before I called, Chuck had already sent me an e-mail offering me a discount on my next purchase and that they had a hiccup with the UPS software. They honored my request for the shipping to be refunded and still offered me the discount on my next purchase.

As a consumer, I felt that the issue was with the current order and because of that, the order that should be dealt with was that order, not my next order. But, this does not denote from the fact that gothookahs has no obligation to honor my request. I will be purchasing from gothookahs again, but I will not be using the discount code they gave me. They dealt with my issue and they should not take an additional cut in their profit for another order, when they did more than enough for the first one.

You have to remember that by being a business and a member of our forum, gothookahs as well as all the other hookah retailers on our forum, are being held to a higher standard than those that are not. By our posts we control how profitable these companies are and whether they stay in business or not, as we are the vast majority of their sales by both word of mouth on the forum and to friends. We should hear more about what a great job these companies are doing and stick up for them when they may have made a mistake. At the end of the day we are all human, we all make mistakes sometimes, wouldn't you rather have the companies that have proven themselves still in business, rather than dealing with startup companies with no track record?

you could PM it to me... I will use it =). jk... but seriously I want it....

[ammoura1]

I bought a beautiful Mya from them a couple of months ago. Excellent customer service, fast shipping and absolutely no problem with the hookah.

GotHookahs.com is an excellent vendor that is very customer oriented. As an Hookah community, we shouldn't let anybody tarnish your vendors' name.

[newjacksm]

I wasn't trying to tarnish a vendors name, I was simply bringing up something that was said and was wondering (more so the fact) where they have been since like Jan09

[Sonthert]

I think everyone understands your intentions were just.

[delSol_si]

I wasn't trying to tarnish a vendors name, I was simply bringing up something that was said and was wondering (more so the fact) where they have been since like Jan09

I think everyone understands your intentions were just.

+1