Hookah.com Avis 5

Réponse : Hookah.com

ll y a 2 jours

Thank you for taking the time to share your experience with us. I’m truly sorry for the frustration and inconvenience you encountered while trying to place your order.
You’re absolutely right to expect a smooth and straightforward process, and we fell short here. The repeated requests for your ID — especially after you made multiple attempts to provide it in good faith — understandably created confusion and wasted your time. That is not the experience we aim to provide our business customers.
To provide a bit of context (not as an excuse), our compliance requirements do require that we clearly verify the name on the ID. However, we should have communicated that requirement more clearly from the start and handled the review far more efficiently. I apologize that this did not happen.
If you’re open to it, I would welcome the opportunity to work through this with you directly and personally ensure the verification is completed quickly and correctly — or discuss an alternative solution that respects both your privacy and your time. Your business matters to us, and we would appreciate the chance to earn back your trust.
Please feel free to reply here or reach out to me directly, and I’ll make this a priority.
Thank you again for your feedback, and I’m sorry we couldn’t get this right on your first experience with us.
Warm regards,
Brandon Davis
Customer Experience Manager
Hookah.com
b.davis@air.global

Réponse : Hookah.com

ll y a 2 jours

Thank you for sharing your feedback. I’m genuinely sorry to hear that your experience left you feeling this way.
We take concerns about customer service and product quality very seriously, and it’s clear that we did not meet your expectations. For that, I apologize. Your time and business are valuable, and it’s disappointing to know we gave you reason to feel let down.
If you’re willing, I would appreciate the opportunity to better understand what specifically felt different or fell short, so we can address it directly and make meaningful improvements. Even if you choose not to do further business with us, your insight is important and helps us do better.
Should you be open to a conversation, I’m happy to connect personally and see if there’s a path forward that restores your confidence in us.
Thank you again for being candid with your experience.
Kind regards,
Brandon Davis
Customer Experience Manager
Hookah.com
b.davis@air.global

Réponse : Hookah.com

ll y a 2 jours

Thank you for bringing this to our attention. I’m truly sorry for the frustration you experienced while trying to place your order.
A website that freezes, requires repeated refreshing, and fails to send a cancellation confirmation is unacceptable — especially when you’re trusting us with your time and payment information. We understand why this led you to cancel your order, and I apologize for both the technical issues and the lack of communication that followed.
This is not the experience we intend for our customers, and your feedback is being shared with our technical and customer support teams so we can address the performance and notification issues you encountered.
If you’re open to it, I would welcome the opportunity to connect directly, look into what went wrong during your checkout attempt, and see if there’s a way to resolve this properly or restore your confidence in using our site. Even if you decide not to move forward with us, your feedback is helpful and appreciated.
Thank you for taking the time to share your experience, and again, I’m sorry we let you down.
Kind regards,
Brandon Davis
Customer Experience Manager
Hookah.com
b.davis@air.global

Réponse : Hookah.com

ll y a 2 jours

Thank you for bringing this to our attention. I’m very sorry for the repeated shipping errors and the frustration this experience caused.
You’re absolutely right to expect that once a correction is made to your address, it is applied consistently. The fact that orders continued to ship to the wrong location—even after you were assured the issue was resolved—is unacceptable. Losing the final order and then asking you to follow up with USPS when the error originated on our end only compounded that frustration, and I sincerely apologize for that.
This is not the level of accountability or support we aim to provide. We take full responsibility for the failure to properly correct our records and for the lack of meaningful assistance you received when the issue escalated.
Regarding your request for a full refund, we would like to review this immediately and ensure it’s handled fairly and promptly. If you’re willing, I would appreciate the opportunity to work with you directly to resolve this matter and bring it to a proper conclusion.
Thank you for your patience and for clearly outlining your concerns. I’m sorry that we let you down.
Kind regards,
Brandon Davis
Customer Experience Manager
Hookah.com
b.davis@air.global

Réponse : Hookah.com

ll y a 2 jours

Thank you for your kind words and for recognizing us as an authorized dealer for the Haze brand. We appreciate you taking the time to share your experience.
Being an authorized partner allows us to offer genuine products, reliable sourcing, and timely fulfillment, including same-day shipping whenever possible. We’re glad this stood out to you and that we were able to meet your expectations.
Your support means a great deal to our team, and we look forward to continuing to serve you. If there’s ever anything we can assist with, please don’t hesitate to reach out.
Best regards,
Brandon Davis
Customer Experience Manager
Hookah.com
b.davis@air.global