"It's unlikely you will get your order in a timely manner. They take forever to ship, even just a small container of shisha. I've used them 3 times with the same result every time."
"I saw on their website originally that it would take 4 business days to ship order, which is fine. I understand the delay. To confirm I spoke to customer service before placing the order and asked how long shipping times were due to covid-19 and they said with standard shipping ($11.95) my order would take a little longer to ship but, 4 days at the latest. I am on day 7. Reached out to them and they said it would be another 2-3 business days. That puts me at 2 WEEKS UNTIL IT SHIPS versus a shipping time of 4 days. RULE #1 IN BUSINESS: DON'T OFFER SOMETHING YOU CANNOT DELIVER ON.
Never shopping with them again. Not cause my order is going to take 2 weeks after I was promised 4 days but, that fact that they know they are lying to customers and don't care.
I contacted them today as a new customer and they said they said there is a little bit of a delay with our shipping but we will have your order out 4-5 days.
After reading these other reviews I feel like an update upon arrival would be appropriate. Hopefully nothing is expired!"
"
Horrible shipping service, insufficient information on the shipping page "
"Firstly, was worried as i studied the comments and reviews though the web. The fact that they do not accept paypal as the payment option was not promissing. But still decided to give a try and it was worth. I made purchase of my Regal Hookah with some accessories and tobacco worth 440 usd with international shipping. The customer service was friendly to process my order and to note my shipping instructions. Just in 5 days i received my shipment by EMS with 100% accordance to my order, intact, crisp condition. No issues.
Highly recommend for international customers but before ordering i advise you to check the ORDERING INFO to avoid any confusion or possible delays with shipping due to credit card/ID verification (for me it took only 10 mins to pass though online chat customer service).
The only thing was that i could not find the expiry date marking on tabacco packages.
"
"Order from them if you want, its going to be a crap shoot as to whether your order will be shipped to a completely different location. Or if your order will be shipped via your preferred method. Or if you will even get the items you paid for once they arrive.
Yes, that has all happened to me. On two separate occasions.
I paid 389.99 for an all glass hookah, and they sent me a different version, priced at 247.99 on their website.
Attempted to call customer service. Typical message with "all lines are busy, please leave a message". Sent e-mail, waiting on response. Probably will be 6-8 business weeks judging by the rest of the experience.
Again, if this appeals to you, then you have found your hookah store. If you'd prefer not to take that chance, keep searching. Best to order from Manufacturers' websites.
Giving 1 star because 0 stars is not an option.
Edit/Update - Got a call from Customer Service and offered to switch the hookah out for the right one, I elected for a refund for the difference in purchase price- as I didn't want to roll the dice again.
I will say that I appreciate the quick response from Bryan at the customer service department. The resolution is satisfactory for the moment, although I will still be very reluctant to purchase again. For the reasonably quick resolution, I am upgrading the review to two stars. All other components of the review stand as written."
"I had the best customer service from hookah-shisha. I ordered a Zoharia KM hookah and when I received the item it was not up to par at all. The hookah stem was just dirty and the base looked like it had been broken on the top and the designs were coming off. I called right away and got amazing service. They emailed me so I could send them pictures of the hookah and they offered me a refund or a new hookah. Super nice at least the people I spoke to and emailed. Very helpful and quick responding to my questions. They're sending me a new hookah now and I don't have to pay anything extra! I order all my stuff on this website and have never had an issue, I recommend hookah-shisha! And I always get my stuff within 3 days. So that's awesome. "
"HOOKAH-SHISHA.COM IS A HORRIBLE ONLINE HOOKAH RETAILER! Frauds and scam artists! Not only is their customer service awful (they're all too busy smoking, I suppose), they sell old EXPIRED merchandise! Ordered from them once with no problem, other than my hookah e-pens being overpriced. However the second time I ordered from them, all of my e-pens were old and had been EXPIRED for months! Yes, I know e-pens are mostly made of glycerin and flavoring, meaning it doesn't really "spoil". However there is an internal LCD battery that obviously does have a shelf life! Bottom line, the manufacturer felt the need to place an expiration date on the packaging for a reason and if I paid full price for a product, the reasonable expectation is that I get a quality UNEXPIRED product. I contacted Hookah-Shisha.com immediately after noticing the discrepancy to request new, unexpired e-pens (not an unreasonable request at all). The customer service rep (Jeff Young - which may or may not be a fictitious name) was basically full of crap! After listening to his spill about the pens still being "good"... I demanded a full refund because I no longer trusted anything coming from this company! I just wanted my money back and to have nothing else to do with this company. After threatening to contact the Consumer Protection Agency, the FDA and my credit card company... they promised to refund my money in full. Two weeks later, still no refund! Playing games, probably thinking I was going to forget. It was then that I had to get CRAZY PSYCHO on them and after almost a month of haggling to get my money back... I finally got a refund. Long story short... DO NOT USE HOOKAH-SHISHA.COM!!! You will be much better off finding a local hookah store/lounge and spending your money there. Not only is HOOKAH-SHISHA.COM overpriced, the service is awful and you never know if you're getting a quality product. Go elsewhere!"
"ABSOLUTELY HORRIBLE!!! DO NOT USE!!!! After i purchased my items i was informed that if i do not send them a copy of my ID that some one 21+ would have to sign for the package. WELL GUESS WHAT! IM NOT SENDING A COPY OF MY ID TO AN UNTRUSTED WEBSITE! and i payed for my items but was not able to receive them. when i was talking to customer service it took over half an hour to finally get the guy to cancel my order. not worth the time money and hassle i will never recommend this website nor will i ever return."
"DO NOT USE!!!! Twice they have ruined my orders. Not only have they sent me OVERLY EXPIRED SHISHA (by nearly 2 years), they have also held my orders for nearly a week only to tell me last minute that I'd have to contact my credit card company to request the exact amount of the purchase to relay it back to them as a safety precaution... and the customer service is a scoff at you telling you to either cancel or do what they want, then if you cancel they need to go through a whole refunding process which could take up to 30 days during which you're out of both your order and money a week after ordering from them!!!!"
"TERRIBLE, TERRIBLE CUSTOMER SERVICE!!
I bought a $125 hookah. The base was a red paint over a clear glass. I found out shortly after using the hookah the coloring would start to come off as soon as the base touched water. I called the company and they said issuing a new base was not a possibility. I settled for $25 in credit to the store.
I went online to use the credit and found out I would have $15 in shipping. The company has refused to reimburse me for the shipping costs even though the whole issues occurred because of their fault. I would suggest using another vendor for your purchase as the company never put a disclaimer about how the paint comes off of the base and then refused to reimburse me fully."
"I have been buying from HS for a couple years now. They are the only place I shop for all my hookahs, shisha, and accessories.
While I do agree, their prices could be lower, they have outstanding customer service. You'll rarely, if ever, have any problems with them too.
I always love dealing with HS!
Thanks guys!"
"High prices and awful customer service. Hookah was defective but not allowed to return back for refund. Low quality hookahs."
"I have ordered many times from Hookah-Shisha.com. They're not perfect, but their customer service is excellent and extremely friendly, which really makes up for it.
Their prices and selection are great. The shipping is pretty fast too.
The only problem I've had is with order accuracy. On more than one occasion the order has been fouled up in some minor way. They've never required me to pay out of pocket for their mistakes, and most of the time don't even ask you to return products they send you on accident. So, while it's inconvenient if they mess up something in the order, they deal with it quickly and without any cost to you.
In my book, that makes for a very minor issue."
"I have had a fantastic experience with Hookah & Shisha Central. They always carry bomb shisha like Starbuzz and Romman. Orders come quick and with no hassle. Just what I would hope for from an online store. Their online chat can also be handy."
"Great selection of products! They have great customer service! They responded to my emails within a day. Recently I went through a RMA, no problems there at all. Shipping is good, takes about a week after the order is processed. This is just my opinion but...the packaging is a bit overkill... but that's better than bad packaging."