Another good Social Smoke experience

[ioannisds]

Ordered a hookah from Social Smoke for a friend of mine a couple of weeks ago. Shipped and received in less than a week. When we got it, the stem was in the glass very tight, and while pulling it out, the neck of the base snapped. Didn't break or shatter, just looked like I sawed it in half. To be honest, I wasn't sure if it was my fault or if there was some flaw in the glass.I dropped Social Smoke a line to tell them what happened, and what they could/would do for me. Without hesitation, they sent a replacement base to me. No questions, didn't need pics of the broken one, or for me to send it back.I'm writing this because this kind of customer service is so rare nowadays. You go into some retail establishment to return something, and it is almost always guilty until proven innocent. Lot's of places will fight with you tooth and nail if you are trying to get a refund or exchange. This is the second time SS has fixed an order for me without hassle. My hat goes off to them for standing behind their products and for being so easy to deal with. Thanks guys.

[DarthHookah]

yeah, i placed an order with them on the 19th, and yesterday i noticed that i never recieved an email saying that my order has been shipped. i called them up, talked to them and they said their computers were down for that day, my order number didnt even exist. ten days later, and my order didnt even exist.
im not mad anymor,e becaus ei know it will be here soon, and the woman on the phone handled it nicely, i just wish i had been given some kind of discount. i didnt ask, they didnt offer (i hate when people demand freebies when honest mistakes happen), it just would have been nice. but at least i know my sh*t is on its way. ill probably order from them again.

[cymptom]

A friend of mine ordered a hookah from Social Smoke, the gemini I think, and called me up the night it came saying the draw was really tight. So I told him all the usual stuff, make sure there's not too much tobacco covering the holes, check the water level... but he had no luck. The next day he brought the machine over... this draw was more than tight -- there was no draw whatsoever. I look down the stem and there was a chunk a metal near the bottom of the stem. I poked at it a bit, it felt pretty solid, so I told him to send it back. He went home and managed to poke it through, though. Anyone else ever have to break the metal hymen in their stem before?