I placed an order over $100 from their website, waited 2 weeks and not a single email or phone call. I then emailed them and was informed my order was not shipped because my shipping and billing did not match even though they pulled the funds just fine. After waiting 3 days they still hadn't shipped my order so I told them I'd pick it up in person 2 days later. I emailed them once more the day of the pickup just incase they forgot. So I show up and wait 20 minutes for them to get my order together but their missing the base I ordered, the only one they have it over at their lounge. They said they would ship me the base, well its 5 days later and they still haven't shipped anything. Do yourself a favor and order from hookahjohn!

Customer service needs MAJOR work but their inventory is unmatched

Very nice. Thanks for the pickup

TERRIBLE service. I honestly cannot remember the last time I experienced customer service this bad. I came to this warehouse after spending 2.5 HOURS waiting outside their store, which was supposed to open at 12:00 PM but never opened. There was no notice, no explanation, no way to reach anyone by phone, and nobody responded to messages. Eventually, someone gave me the address of this warehouse, so I drove here myself because it was literally my only remaining option to find out what was going on. When I arrived at the warehouse, a young man opened the door. I asked to speak with Alex. Instead, a woman came to the door and simply told me that they had an emergency situation. And what happened after that? NOTHING. No attempt to help me. No offer to contact Alex. No attempt to find out why I had come or what product I needed. Nobody checked whether there was any possibility of selling me the item directly from the warehouse. Nobody told me when the store might reopen. Nobody offered to take my phone number or pass my information along to the owner. She simply closed the door in front of me and walked away. Seriously? I had already wasted 2.5 hours of my time, driven a long distance, spent money on gas, gone from the store to the warehouse, and tried every possible way to call and message this business. And when I finally arrived in person at a location where employees of this company were actually present, they simply closed the door in my face. This is not customer service. This is a complete lack of concern for the people who come to your business ready to spend their money. If the store and warehouse are part of the same business, how is it possible that NOT ONE person could provide a customer with basic information about what was happening? I wasn’t asking for anything impossible. I came for one specific product. Someone could have at least tried to contact the owner. Someone could have checked whether the product was available. Someone could have told me when the store would reopen. Someone could have taken my phone number. Someone could have done SOMETHING. Instead, NOTHING was done. I am writing this review with tears in my eyes because I am incredibly upset about the amount of time and stress I wasted today. Two and a half hours of waiting, only to eventually have a door closed in my face. I genuinely do not understand how a business can operate this way or how it continues to stay in business while treating customers like this. After today’s experience, I have an extremely negative impression of both the store and this warehouse. Absolutely terrible customer service.