HookahTown

To whom it may concern, We had sent out the proper replacement piece to the client prior to receiving this letterThe piece the customer requested did not exist and he would not accept a refund, so we were forced to specially manufacture that one piece manually for the customerThis was extremely costly and time consuming , yet we did this to satisfy the customerThe tracking number for that missing piece is as follows...USPS * [redacted] Delivered on 6/*/ The claims of not being able to get in contact with us are completely falseOur business hours are clearly listed and our phone systems accept voicemailsWe have reps answering the phones at all times, many times clients call from cell phones n a bad service area and think we have hung up on them when in actuality the call droppedWe have been in business for over a decade, not because we ignore out customers, but because we go above and beyond to satisfy themEven those who may not warrant that kind of extraordinary service the request for a full refund is a blatant attempt to get something for free and is frankly an attempted theftHe has every single item he has paid for and everything is of the highest quality Thank you for your cooperation in this matter [redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I have read the business' response and quite frankly I am appalled at their response*** states that I am lying about having trouble trying to get a response from them and accuses me of attempting theft by requesting a refundThat is extremely unprofessional and falseEspecially because *** is the one who was responding to my emails and is the person who would not get back to me for weeks at a time.
I have attached a document that contains every email between HookahTown and myself since the day of my original order.
I can forward the original emails if you provide me with an email address to send it too.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

At this time, I have been contacted directly by HookahTown regarding complaint ID ***, however my complaint has NOT been resolved because:
I finally received the correct adapter so that I can use my hookah with two hoses, but I do not feel as though that is enoughFor almost months I was unable to use my hookah the way I wanted to since I purchased itAlthough I can now do just that, I feel as though I am owed some sort of compensation for the amount of trouble I had to go through in order to get what was rightfully mine from a hookahtown.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

I order something from them that was suppose to include a small tool which the item didn't have in the package. After waiting 3 weeks, I finally got an envelope from Hookah Town that was empty. Nothing. The envelope was totally in tact, no rips or tears. I have emailed the company and have received no reply.
These people are slow to respond to my original complaint and haven't followed upon the empty envelope. I would not do any more business with this company/

To whom it may concern,
 
We had sent out the proper replacement piece to the client prior to receiving this letter. The piece the customer requested did not exist and he would not accept a refund, so we were forced to specially manufacture that one piece manually for the...

customer. This was extremely costly and time consuming , yet we did this to satisfy the customer. The tracking number for that missing piece is as follows...USPS * [redacted] Delivered on 6/*/2014
The claims of not being able to get in contact with us are completely false. Our business hours are clearly listed and our phone systems accept voicemails. We have 3 reps answering the phones at all times, many times clients call from cell phones n a bad service area and think we have hung up on them when in actuality the call dropped. We have been in business for over a decade, not because we ignore out customers, but because we go above and beyond to satisfy them. Even those who may not warrant that kind of extraordinary service. 
 
the request for a full refund is a blatant attempt to get something for free and is frankly an attempted theft. He has every single item he has paid for and everything is of the highest quality. 
 
Thank you for your cooperation in this matter.
 
 
[redacted]

Review: I purchased a hookah from hookahshisha.org (owned and operated by hookah town) on March **, 2014. When I made this order I specifically chose the two hose option for the stem as that is what I wanted. Two days later I realized that my purchase had still not been shipped. When I called to find out why my order had not shipped yet I was told that the hookah I ordered was from their warehouse in another country and that they needed to check inventory first. Upon hearing this we decided to change the order to another hookah because I did not want to wait an extended period of time for my hookah to arrive.

On March **, 2014 - the order was officially modified and placed for a different hookah (the Woo Woo hookah). I was assured by account executive [redacted] that this new hookah would arrive with a second hose adapter to make it comparable to what I wanted in my original order.

On March **, 2014 - I received the hookah in the mail. Upon arrival I noticed that the hookah did not have a second hose or hose adapter like [redacted] had told me. After speaking with customer service numerous times I was finally able to get a hold of [redacted] of Hookah Town.

On April *, 2014 - [redacted] told me that there was a misunderstanding and that in order to make that hookah work with two hoses I would need to purchase an adapter and hose for an additional $15. I went along with this because I just wanted the problem solved quickly.

On April *, 2014 - Hookah Town mailed out the second hose and hose adapter that I paid $15 for. Upon arrival I ran into more problems. The hose adapter that they sent me does not even fit on my hookah. The threads for the adapter on my hookah are 1/4 inch and the adapter they sent me has 1/2 inch threads.

On April *, 2014 - I emailed [redacted] back to explain to him my frustration about the adapter not fitting on my hookah. [redacted] requested pictures showing him why the adapter would not fit on my hookah, but I was not home at the time to do this. I asked them if they could just check with the merchandise they have in their warehouse and they could see first hand why it would not fit. I also provided a retail picture of the hookah from their website where you can clearly see the different size adapter. I clearly explained that the hookah and hose adapter had two different diameters for the threads and that they would never fit. [redacted] thanked me for my explanation and told me that they would work on getting the correct adapter.

On April *, 2014 - [redacted] informed me that they were working with the manufacturer to get the correct adapter.

On April **, 2014 - I emailed [redacted] back requesting an update because I still had not received the correct adapter or heard from him since the April [redacted].

On April **, 2014 - I emailed [redacted] back again requesting an update because he failed to respond to my previous email. At this point I have still not heard from Hookah Town since April [redacted].

On May *, 2014 (3 weeks and 2 days later) - I finally heard back from [redacted]. He again requested pictures showing him exactly why the adapter would not fit my hookah.

On May *, 2014 - I sent [redacted] 6 photos showing why the adapter would not fit my hookah. Two of the photos showed a measuring tape held up to both my hookah threads (1/4 inch) and the adapter threads (1/2 inch) so there would be no confusion that they sent me the wrong size adapter.

On May **, 2014 - I reached out to [redacted] again requesting an update because I had not heard back from him since I sent the photos.

On May **, 2014 - Once again I emailed [redacted] requesting an update on what was happening to fix my issue. At this point I have not heard back from Hookah Town since May [redacted].

Today is May **, 2014 (Another 3 weeks since I have heard from Hookah Town) - I submitted this complaint.

I also have emails verifying every single detail in this complaint.Desired Settlement: My desired outcome would honestly be for them to send me the correct adapter as well as refund me the money spent on this purchase. Two months ago all I wanted was a hookah that I could use with a friend and not have to share a hose. That is what I paid for and I still cannot do that two months later. I spent $111.87 on the hookah and accessories and another $15 for the adapter and second hose. This brings my total up to $126.87.

I would also hope that you do something to Hookah Town that will stop them from this horrendous customer service. I have not ever had to wait almost months in between correspondences for anything in my life, especially not from a retail company.

Business

Response:

To whom it may concern,

We had sent out the proper replacement piece to the client prior to receiving this letter. The piece the customer requested did not exist and he would not accept a refund, so we were forced to specially manufacture that one piece manually for the customer. This was extremely costly and time consuming , yet we did this to satisfy the customer. The tracking number for that missing piece is as follows...USPS [redacted] Delivered on 6/*/2014

The claims of not being able to get in contact with us are completely false. Our business hours are clearly listed and our phone systems accept voicemails. We have 3 reps answering the phones at all times, many times clients call from cell phones n a bad service area and think we have hung up on them when in actuality the call dropped. We have been in business for over a decade, not because we ignore out customers, but because we go above and beyond to satisfy them. Even those who may not warrant that kind of extraordinary service.

the request for a full refund is a blatant attempt to get something for free and is frankly an attempted theft. He has every single item he has paid for and everything is of the highest quality.

Thank you for your cooperation in this matter.

Consumer

Response:

At this time, I have been contacted directly by HookahTown regarding complaint ID [redacted], however my complaint has NOT been resolved because:

I finally received the correct adapter so that I can use my hookah with two hoses, but I do not feel as though that is enough. For almost 3 months I was unable to use my hookah the way I wanted to since I purchased it. Although I can now do just that, I feel as though I am owed some sort of compensation for the amount of trouble I had to go through in order to get what was rightfully mine from a hookahtown.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have read the business' response and quite frankly I am appalled at their response. [redacted] states that I am lying about having trouble trying to get a response from them and accuses me of attempting theft by requesting a refund. That is extremely unprofessional and false. Especially because [redacted] is the one who was responding to my emails and is the person who would not get back to me for weeks at a time.

I have attached a document that contains every email between HookahTown and myself since the day of my original order.

I can forward the original emails if you provide me with an email address to send it too.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,