New Reviewer

BAD CUSTOMER SERVICE

i tried to deal with southside smoke for hookah and nothing but a bad expirence from there i never got a log in after i sent my tax id and i been in contact with them for mouths . noone never sent me a log in or even a call back to contunie then surposs;y they called my store was i as not in and they canceled my accout that was already hafe done if you got a store dont try to contact them they think that they are the the only wholesales with hookah. and they want who ever calls them to kiss there ***
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ID
#1520983 Review #1520983 is a subjective opinion of poster.
Reason of review
Poor customer service
Preferred solution
CONTACT ME SO I CAN MAKE A ORDER WITH SOME NICE STAFF
New Reviewer

Damaged Item - Poor Customer Service

I urge you to avoid doing business with this company. I originally did business with them in 2008. My order was flawless and I was provided great customer service. However my last order in 2013 was a nightmare. I placed an order for a KM trimetal hookah with clear vase, some accessories and shisha. I received a black hookah, the glass vase had several chips and the stem was dinged up to ***. I paid $100+ for a hookah because I want it to look cool, not because I wanted a beat up broken piece of junk. They wrote me back with some generic response stating that the item is handmade and variations are possible. I explained to them once again that the item is broken and the completely wrong color was received. Finally, after much back and forth, they allowed me to return the damaged item at my cost. After following up on several occasions about the credit, it was finally received, but they deducted a 15% restocking fee. They sent me the wrong item in damaged condition and are now charging me for it after I was already out $15 for return shipping. Luckily, I was able to dispute this charge with my credit card company and I received a credit. The customer service provided by this company was horrendous. I urge you to save yourself a lot of time, frustration and money and purchase from a more reputable source.
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1 comment
#728562

My experience is the opposite of yours. Great site!

cant say enough good things. I ordered a khalil mammoon hookah on wednesday and just received it on friday. It is pefect. their prices are half that of the other online sites and their shipping is super fast.

I called before making the order to ask a few questions and the representative even provided me with a free shipping coupon so i would not have to pay for shipping.

Wow, cant ask for anything better. I highly recommend southsmoke.com to all of my friends.!

ID
#451846 Review #451846 is a subjective opinion of poster.
Location
Wellington, Florida
Loss
$15
New Reviewer

Horrific Customer Care

Update by user Mar 16, 2013

Updating on this company. They refused to offered a replacement or refund on my defective product.

Not a company you want to take a chance with. Look elsewhere.

Original review posted by user Feb 05, 2013
This company will *** over if anything goes wrong with your order. On top of that, they cannot help you over the phone. You have to email back and forth which takes a long time from them. I had two defective products in my order. They shipped one replacement which was good. The second however they made me contact the manufacturer to troubleshoot a one button e-cig. Nothing could be done and so Brennan insisted I keep contacting them. A few emails later he tells me they will give me a one time courtesy credit. If I have a defective product, your telling me only once can I receive credit?! I asked for a replacement or refund and was strung along for 3 days worth of emailing back and forth. They refused to refund and said it's too costly to ship a replacement. I would have to pay for the shipping to receive a replacement for my defective product. I contacted Jennifer who then tries to pull off a big lie stating I got a free hookah, discount with my order. Yes any customer who spends a lot of money gets a free item of their choice and with enough money spent you get a tiny $10 or so gift card. Anyway They proceeded to now say, okay we will give you a free e-cig just tell us when you will order. So I did and never heard a thing from them. Calling them results in more *** being spewed that a credit is good enough and you cannot talk to a manager. Brennan hides behind his computer screen and tells me you have a giftcard and thats all your gonna get from us. No refund or replacement. Horrible customer service and totally incompetent.
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13 comments
#624103

Great company and the best prices I have found online. Just ordered the kaloud lotus on Monday and it shipped the same day and I got it on Wednesday.

Not bad. Highly recommended.

#613336

I received my order the other day and ups broke my vase. I emailed southsmoke.com support and they replied within 10 minutes and said they sent out a replacement vase.

Within two days this vase arrived and now I am smoking out of this awesome km hookah.

Great service. Can't ask for anything more.

#613335

Great site wig great reputation. Have been ordering from them for more than 4 years and never had a problem.

Everything has always arrived on time, they offer the best promos and discounts, and best loyalty program. I used to buy from ssc but switched over and I am glad of this switch.

They are very friendly if you ever have any questions and need to send an email or call on the phone. A 10/10 review for me.

#613333

Seems like a bunch of you guys have no life and just make up a bunch of posts that are coming from the same person that made the original review. Wow. Get a life.

#613346
@PissedConsumer613333

Says the guy posting as the same person with different locations. I thought you were from Arkansas? Oh you messed up there I see. :grin Brennan is that you?! LOSER :cry

Either way I have yet to order here but chances are I won't. It seems like if someone who works there has to make up good reviews here, it's probably a good idea to stay away.. far..far..away.. I order local any how.

#613956
@PissedConsumer613346

Tom

You sound like the same person that made he initial review making up more nonsense. Get over it and get a life.

#613977
@PissedConsumer613956

LMAO you sound just like Colin. Get off your knees.

#613960
@PissedConsumer613346

Southsmoke is a great company. I just got a free hookah.

They awesome. You all people need to resolve your differences and stop acting like babies.

#612229

Well if you were regular customer and they still treated you like this, you're better off man. There's lots of good hookah sites now a days.

Thanks to this report I'll make sure to never order there and spread the word. You guys suck!

#611768

I have not ordered from here before but it sounds like they're trying to nickel and dime you. :roll

View more comments (12)
ID
#381957 Review #381957 is a subjective opinion of poster.
Location
New York, New York
Loss
$9

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