HemperThe Hemper Box is the premium monthly subscription box for smoking essentials. Limited edition smoking accessories and celebrity curated lifestyle brand. $39.99 for $100+ Value
Hemper (hemper.co) has 476 customer reviews on Five Star Index, with an average rating of 3.3 out of 5.
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Tyler L.
They always do their best to take care of problems and ensure I am satisfied, love the company
Response from HemperFeb 10, 2021
Hey Tyler, Thank you for your kind words regarding our customer service. We absolutely try our hardest to make sure every customer is satisfied with our services and products!
Meghan S.
Giving 1 star because 0 isn’t an option. Don’t fall for their false advertising. They don’t send when they picture. Then they block you when you confront them. SAVE YOUR MONEY! So they are liars too! I have pictures of their falsely advertised items and proof they block you on social media!
Response from HemperFeb 10, 2021
Hey Meghan, We don't block anybody, we answer every ticket with honesty and we do not falsely advertise any products. If there is something you didn't receive in your order we will replace it free of charge as is our store policy.
Jessica M.
I was so excited to find a subscription like this for my husband and they definitely didn’t disappoint! Not only do they had great products but when I had trouble with a broken piece and they got back to me in a timely manner and handled the situation quickly and efficiently!
Response from HemperFeb 9, 2021
Hey Jessica, Thank you for your kind words and this amazing review! We are so happy to hear that we were able to meet your needs and provide you with a product that your husband can enjoy! Have a great day and stay lifted!
Anne
I had never purchased from Hemper before but had definitely browsed their stuff. When the February box email arrived, I instantly fell in love with it. I finally made my first purchased. However, I was a little confused on the description, and wasn’t sure about what I just purchased. So I contacted customer and they explained how the subscription services worked and what products were coming in the box. My box arrived days after speaking with them. While I thought this was the end of my interaction, it was incredibly kind to have a follow up from the sale incredibly customer service agent (shoutout Jesse!) asking if the box was to my liking and was happy with every grainy! This is customer service and it should be recognized. Thanks guys!!
Response from HemperFeb 9, 2021
Hey Anne, We are happy to hear that you have enjoyed the products and the service provided. We always strive for excellence and your kind words show that we have not failed in that regard. Thank you for leaving a positive review. Have a great day and enjoy your box. We look forward to your future patronage.
Martina V.
I placed a large order in November and as of February 2nd, 2021 the order has not shipped. I emailed politely asking the shipping status at the end of December and was told it was being flagged at the warehouse to go out soon. 3 weeks later I emailed again and was told there was no update. I've commented on social media posts and have had my questions ignored. I'd just like my order to ship Update, my order arrived on Feb 18, almost 3 months from the order date. While I'm very disappointed with the processing time, the quality of everything I bought is great and I'm really happy to have it. My order was missing some items, I sent proof of this and was told it would be sent out soon. I'm not super hopeful that it will be but I'm at least glad 90% of my order did arrive and in one piece.
Response from HemperFeb 2, 2021
Hey Martina, I am very sorry to hear that you have had your messages ignored and you have not been helped in a timely manner. At the time of incident, we had over 2,000 tickets daily that we were trying to work on so we could get to everyone in a quick and efficient manner. If your order has still not shipped please email us again and we will get you taken care of as we have managed to have under 200 tickets a day now and all customers are getting responses to their tickets in a timely fashion.
Miguel B.
Horrible customer support, they don’t even work on the weekends what type of hipster company doesn’t work on the weekends geez. Sent a report to Hemper on Thursday around 2 Pm and still haven’t gotten a response since they don’t work weekends. Also read that if your bong or piece arrives broken you still have to pay for the shipping to send it back to hemper. I was furious when my long awaiting bong arrived in pieces.
Response from HemperFeb 1, 2021
Hey Miguel, I am very that we did not get to your ticket in time. We have been trying to recover and catch up from a massive influx of orders from the months of November and December which resulted in a massive influx of tickets. We have recently caught up and customers are getting daily responses to tickets the day they send them. With that being said, you do not have to pay to send back broken items. If you receive a broken item there is a simple replacement process. All you have to do is email us with photos of the damaged items and we will replace them free of charge. After the claim is submitted you can discard the damaged items. That is unless you purchased the Route shipping insurance. In which case, all you have to do is file a claim with Route through the app and they will also replace the damaged items free of charge. Either way, you can discard the damaged items once the claim is filed as we will never require the customer to pay for something that is not their fault and it is our policy to make sure the customer receives what they paid for.
Grace W.
Made an order 18th December. Paid to use the Route track app. My confirmation email told me I would be notified when my order was shipped and tracking would be provided. The Route track app never updated and said my order hadmt been shipped. Because of christmas I left it until early January to get in touch. They provided tracking 5 days after I initially emailed. I have ordered from the UK. My order got to London Heathrow airport and the tacking never updated after that. A week since any tracking update I reach out to Hemper again. They said they had put a rush on a new order for me in the warehouse and I would receive an email confirming it's shipment and tracking. It's been over a week and have had no email confirming this. I contacted them again and was told they needed to contact the warehouse. No other update at all. Terrible customer service.
Response from HemperFeb 2, 2021
Hey Grace, I am very sorry for the delay in our response time. You should have been helped sooner and for that, I apologize. At the time of your original ticket submission, we had 2,000 tickets daily to work on. Now we are down to less than 200 tickets a day and customers are getting same-day responses to their tickets.
Jessica F.
I used to subscribe to the monthly boxes and the shipping was reasonable then so I decided to put an order in for some stuff in November and have still yet to receive anything. I had to email them twice before I got a response and someone told me mid December my order will ship soon. However it is now nearing mid January and still no update or anything. I even paid for the guaranteed shipping option which feels like such a scam now because it is not shipping at all. I have no idea what the hold up here is but I will not be ordering here again and DO NOT recommend it to anyone.
Response from HemperFeb 2, 2021
Hey Jessica, I am terribly sorry that you were not helped sooner and that your order has yet to ship. I understand that it is frustrating that your order was placed in November and that you paid for priority shipping but have yet to receive your order. During the time that you initially placed your order we had over 2,000 tickets daily and a huge influx of orders. We are now down to less than 200 tickets daily and we are answering customer's tickets the same day that they are submitted. Please feel free to submit another ticket about your order and we will do what we can to make sure your order gets shipped out as soon as possible as well as refund you for the priority shipping you paid for. Again I am deeply sorry for the inconvenience and hope that we are able to make this right. Have a great day.
