HemperReviews of hemper.co

I received a faulty item and requested a return as per the site's sales policy, but Sandy did not even reply properly. Quickly responded

I received my order and the separate bowl herb holder had a chunk of glass missing. It didn’t break in the way here as there was no glass in the wrapping. Apparently customer service could care less and it’s sad because now I’ll have to find a different company for my future smoking needs. I like the bong, just no faith in the company.

Received product but the bottom bowl is missing and I could not find it on the website.

My item came broken- customer service got back to me and replaced the item for free. Nice quality very cute nice glass! Sandi was very helpful !

Edited with update: after reading some of the other reviews, it seems like the system glitch with orders not being moved through the system happens fairly regularly, so just be aware and send follow up emails to their support team if it’s been several business days with no status emails, and they’ll get the order moved through for you. I’m upgrading my review from a 2 to a 3 because once my sister finally received her package, she was overjoyed and so happy with all the extra things that were included in the package (extra holiday giveaways like pipes, ashtrays, cleaning supplies and even MORE bongs) and not to mention, the bong she asked for in the first place. Nothing was broken either, which is impressive considering all the extra glass that was in the box with it. I want to thank Sandi for her help, it seems like she’s the only one holding down customer support which is certainly not an easy job. So thank you, Sandi! ——————————————————— This isn’t so much on Sandi, but more on my experience with Hemper as a whole. As far as I know, my order still hasn’t shipped. I ordered it on 1/9, it is now 1/23. I haven’t received an email with a tracking number, and the tracking tool says it has been “ordered”. I reached out to the Hemper support email (help) on 1/21 asking why it’s been so long, and Sandi let me know there was some kind of system glitch that kept my order from moving through it. She said she manually moved my order to the “urgent shipping batch”, and said I would get an email when it ships with the tracking number. She also offered me $20 store credit or a 20% discount, which I was thankful for and chose the latter. I let almost a whole day go by before I reached back out to ask if my item had shipped yet (since it was moved to the URGENT shipping batch), or if there was another glitch in the system. Sandi replied again and said urgent shipping batches take 24-48 hours to ship, and that the warehouse was still working through other urgent orders, which had me wondering why there are so many urgent orders. It’s now been over 48 hours since it was moved to the urgent batch and it still hasn’t shipped!! I’m sorry but it’s just really frustrating to wait this long for something to ship when a 5-7 business day window is what’s to be expected because it says so on your website. The item isn’t even for me, it’s a birthday gift for my sister that she specifically asked for. I knew it was going to be a little late for her birthday, but not THIS late. It was over a week ago. I know you’re a smaller company and things happen but there’s some major flaws in this shipping process that I think need to be worked out.

There were some issues but it was handled greatly by Sandi and she was very responsive making it a quick fix.

The wrong item was sent, and customer service took care of the problem on the same day and confirmed the correct item was shipped on the same day. Lots of follow-ups from Hemper to make sure I received the correct item and that I was completely satisfied. Super service from Hemper.

got my order in basically a week after ordering w tracking sent without asking and the piece is really, realllly nice and they sent a whole free piece w it! im actually shocked i got this nice of a piece free