Hooked On Hookah  Opiniões 38

Resposta da Hooked On Hookah

13/06/2026

Hi Steve,
Thank you so much for your fantastic review and for placing your third order with us!
We're delighted to hear you've been enjoying the different flavours, and it's great to know that Lady Killer is currently your favourite. We love hearing which flavours our customers enjoy most.
We really appreciate your continued support and are excited for you to try the new flavours arriving today. We hope they become new favourites too!
As a small thank you, we've sent a discount code to your inbox for your next order, so be sure to keep an eye out for it.
Thanks again for your loyalty and kind words. Enjoy your delivery!
Best regards,
The Hooked on Hookah Team

Resposta da Hooked On Hookah

12/06/2026

Thank you for your feedback.

We are sorry that you were unhappy with your experience. However, we would like to clarify that your order was still within the estimated processing and shipping timeframe selected at checkout when this review was posted.

Before receiving your review, your parcel had already been packed and was ready for dispatch. After receiving your review, we contacted you directly to offer either a full refund or the option to proceed with shipping your order. We subsequently made the decision to cancel the order and issue a full refund of £14.50.

We understand that customers appreciate regular updates, and we are always looking for ways to improve our communication. We would also like customers to understand that we have a shipping policy, which includes the estimated processing and delivery timeframes displayed at checkout.
We wish you all the best and can confirm that this matter has now been resolved.

Resposta da Hooked On Hookah

26/06/2025

We’re sorry to hear about your concerns and appreciate the opportunity to clarify.

We did receive your messages via our online system and attempted to reply promptly. However, our responses bounced back due to an incorrect email address provided with your order. This meant we were unable to reach you directly to provide updates.

We can confirm that you selected standard delivery at checkout, and your order was dispatched accordingly. Our records show your parcel was delivered on 24th June, which falls within the standard delivery timeframe provided at the time of purchase.

We understand your frustration and are always striving to improve. However, we would like to note that this review may be misleading, as your order was delivered as expected and communication was attempted on our part. We’re happy to assist further and invite you to update your contact details so we can ensure smooth communication in future.

Resposta da Hooked On Hookah

2/06/2025

Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear that the shisha flavour you received did not meet your expectations.

At Hooked On Hookah, we take great pride in offering only authentic, high-quality products to our customers. Please rest assured that we do not deal in fake or imitation products of any kind. Shisha tobacco, like all natural leaf products, can sometimes vary in taste and strength due to several factors — including the batch of tobacco, how it's packed, airflow setup, type of charcoal used, and even the device it’s being smoked from.

We understand that flavour experience is very personal, and we're always here to help troubleshoot or advise on how to get the best possible session.

If you feel there may have been an issue with your order, we kindly ask that you reach out to our support team directly. We are committed to customer satisfaction and will do our best to offer a fair and reasonable resolution.

We appreciate your understanding and hope to have the opportunity to serve you better in the future.

Resposta da Hooked On Hookah

29/03/2025

Dear Isuf Kasa,

Thank you for your feedback. We want to assure you that all our products are 100% original. As noted in the product description, packaging may vary from time to time. Additionally, we have been in communication regarding your order, and at no point have you mentioned any concerns about the item you received.

If you do have any issues, we would truly appreciate it if you contact us directly so we can work towards a resolution. Customer satisfaction is very important to us, and we are happy to assist in any way we can.

Best regards

Resposta da Hooked On Hookah

6/11/2024

Hi Shamal Sheykha,

Thank you for taking the time to leave a review. We want to reassure you that all of our products are 100% authentic and sourced directly from trusted suppliers. To ensure we can provide the best value with low shipping costs, packaging may vary at times, but this does not affect the quality of our products.

We noticed you didn’t reach out to us directly with any concerns. If there is ever an issue, we urge you to contact us directly so we can address it promptly and ensure you have a positive experience with Hooked on Hookah.

Best regards,
The Hooked on Hookah Team

Resposta da Hooked On Hookah

28/11/2023

Dear Sabrina Murrell,

We wanted to inform you that your parcel was delivered on 24-11-2023. Regrettably, there was an unforeseen delay beyond our control. Despite sending out tracking details within the specified delivery exception dates, the delay occurred within the Royal Mail delivery network.

We sincerely apologise for any inconvenience this may have caused. As a gesture of goodwill, we have processed a full shipping refund to your payment method.

Best regards,
Hooked on Hookah

Resposta da Hooked On Hookah

21/11/2023

Adrianna, it's consistently a pleasure serving you. We extend our heartfelt gratitude for your ongoing support, and we remain committed to delivering the highest level of service possible. Thank you for choosing us.

Warm regards,
Hooked On Hookah

Resposta da Hooked On Hookah

21/11/2023

Dear Mr. Othman Khalil,

We are pleased to inform you that your parcel, tracked under reference number TWSL6048253GB, was delivered and signed for by your concierge on November 7th. Throughout the process, we maintained constant communication with you via email, especially during the period when ParcelForce was working to locate your package. It's worth noting that the delay was beyond our control, and we appreciate your understanding in this matter.

At Hooked On Hookah, we take pride in fulfilling customer orders within the delivery exception dates specified during the checkout process. We are delighted that ParcelForce has successfully delivered your parcel. We sincerely apologise for any inconveniences caused by the delay and appreciate your custom.

Best regards,
Hooked On Hookah