This purchase started out great! We ordered a hookah and as we were checking out, the checkout process offered a second hookah at a sale price. We were going to buy 2 anyway as we were having a Turkish themed party at our house in roughly 35 days from the time we ordered. The next morning the company reached out confirming we wanted the second hookah. That was so nice they did that. I was impressed. Within about a week and a half the sale hookah came. We realized once we opened the box we needed additional parts. So we then ordered those. I also at this time reached out and said we got the sale hookah but hadn’t received the original $500 hookah we bought. They immediately responded said not to worry it was coming. Then in a few days those additional parts we ordered came and our original hookah still hadn’t come. At about a week out from the party I reached out to them and asked if they could look into it bc what I was seeing from tracking is that my package was in Alaska. They confirmed that’s what their records said too. My party came and went and my original hookah and all the tobacco arrived on the Monday after the party. I asked about returning all the tobacco as we wouldn’t use it. They said I’d have to pay a 15% restocking fee and I’m not sure about shipping as well. This is where I feel this company failed. It wasn’t their fault that my package got stuck/lost in Alaska and it’s not my fault either. It’s also reasonable for me to expect my package to come in time as part of my original order had come as well as my additional order. To me the proper move would have been to take the return and not charge a restocking fee. I followed up with an email and I got a condescending response. I said I wasn’t returning if I had to pay the restocking fee as it wasn’t my fault as I ordered in plenty of time and I’d leave a review instead. They then sent the same exact condescending email every morning 4 times by 2 different people. I won’t be buying from them again!
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Established in 2019, The Hookah Lab is one of America's premier online hookah stores that offers an industry-leading selection of hookahs, hookah flavors, natural coals, and accessories. Our knowledgeable customer service crew is always ready to help and to ensure you have a pleasant shopping experience. In our hookah shop, you can find all your favorite shisha tobacco flavors and accessories for your hookah in one location.See more
