Missing 2 items from my order and they want answer my calls or support tickets.
Response from iconhookah.comOct 21, 2026
We’re sorry to hear about your concerns. When you contacted us about the missing items, we responded directly by email and requested photos of the items you received so we could investigate the discrepancy.
Unfortunately, we haven’t received a response with the requested photos yet. Please reply to our email at [email protected] so we can continue investigating and assist you further.
FO
Franklin O.
My item was never delivered
My item was never delivered, they scammed me of my money and no customer service number nor means of communicating with them, its been a month since then.
Response from iconhookah.comOct 21, 2026
We’re sorry to hear about your experience. We did respond to your email on October 3 with guidance on what to do if the package could not be located after being marked as delivered. We understand how disappointing this situation is, especially when you needed the order for a special occasion. Please contact us at [email protected] so we can continue assisting you with this matter.
YG
yoel G.
⚠️ AWFUL CUSTOMER SERVICE — NO RESPONSIBILITY, NO REFUND
⚠️ BE VERY CAREFUL WITH INTERNATIONAL ORDERS
I had a very disappointing experience with Icon Hookah and, unfortunately, they refuse to take responsibility for what happened.
I ordered hookah tobacco from their store. Instead of correctly declaring the contents of the international shipment, the sender declared my package as “TEA FERMENTED OR BLACK OTHER.”
Israeli Customs inspected the package, found the hookah tobacco, and ultimately forfeited the entire shipment.
This is not my assumption about why it happened. I received an official written decision from Israeli Customs explicitly stating that the goods were forfeited due to an incorrect declaration regarding the nature of the goods.
I sent Icon Hookah the official Customs decision showing exactly why the shipment was forfeited. Despite this, they refused to refund me and refused to take responsibility for the incorrect customs declaration made on the shipment.
As a customer, I had absolutely no control over what the sender wrote on the customs declaration. I paid for the products and shipping, never received my order, and was left to absorb the entire loss because of a declaration I did not make.
Mistakes can happen. What matters is how a business handles them. In my case, instead of taking responsibility and resolving the problem, Icon Hookah left the customer to pay for the consequences.
If you're ordering internationally, I strongly recommend keeping this experience in mind. If something goes wrong with the customs declaration, you may be left without your products and without a refund.
SS
SS
I have been reaching out about my order…
I have been reaching out about my order and still have not been contacted with any updated details on my items. Still have not received my items after the label was created over a week ago.
Response from iconhookah.comOct 21, 2026
We’re sorry to hear about your concerns. According to the tracking information, your package was marked as delivered on August 24.
If you still haven’t received your items or are experiencing any issues with the delivery, please contact us at [email protected] with your order details so we can look into the matter further. Thank you!
VG
Vladimir G.
2 of my e-hookahs exploded while…
2 of my e-hookahs exploded while charging for the first time prior to the the first use. I’ve tried calling customer service and online chat assistance without any success. The response by email seems AI generated and doesn’t resolve the issue at all. Very disappointed, won’t be buying from them again.
Response from iconhookah.comOct 21, 2026
We’re very sorry to hear about your experience and understand how concerning this situation must be. We’ve been reaching out to request photos of the affected e-hookahs so we can properly review the issue, but we haven’t received a response yet. We’re currently waiting for the requested photos to help us assess the situation and determine the appropriate next steps.
Please contact us at [email protected] so we can continue assisting you. Your safety and concerns are important to us, and we appreciate the opportunity to address this matter.
MV
Michael V.
Still never received the items I…
Still never received the items I purchased
Response from iconhookah.comOct 21, 2026
We're sorry to hear that you haven't received your items. According to the tracking information, your package was marked as delivered on August 26. If you haven't received it, please contact us at [email protected] with your order details so we can review the situation and assist you further. Thank you!
JB
Joris B.
Je trouve ça stupide de leur part de…
Je trouve ça stupide de leur part de vendre en France si les colis sont systématiquement bloqué par la douane.
Ne commandait pas sur ce site, si vous êtes français, vous allez perdre de l’argent car ils ne veulent pas vous rembourser même partiellement.
Response from iconhookah.comOct 21, 2026
We’re sorry to hear about your experience and understand your frustration with customs delays. International shipments may be subject to inspections, restrictions, and clearance procedures imposed by the destination country, which are outside our direct control. Our shipping and customs policies are available to customers at checkout. We understand your concerns regarding refunds and encourage you to contact us at [email protected] with your order details so our team can review your case and clarify the available options.
KH
Khakan
Inefficient inventory
Offered product on website which was not in stock had to wait and reply for four days to email and had no idea about shipping regulations. At the end had to cancel my order.
Response from iconhookah.comJul 28, 2026
Thank you for your feedback. We're sorry your experience didn't meet your expectations.
While we do our best to keep our inventory updated, there are rare occasions when an item becomes unavailable due to high demand. We also apologize for the delay in responding to your email.
Regarding shipping regulations, international shipments are subject to the import laws and restrictions of the destination country, and unfortunately, these requirements can vary. We always try to provide the most accurate information available and assist our customers throughout the process.
Although we're sorry your order had to be canceled, we appreciate your feedback and will use it to improve both our inventory management and customer service.
