The Hookah Lab Reviews | Read Customer Reviews of thehookahlab.com

The Hookah Lab Reviews | Read Customer Reviews of thehookahlab.com

The Hookah Lab reviews

Showing 40 reviews with 1 star · Clear filters

Hasani B.
Jan 3, 2026
Missing item and slow resolution
I placed an order with The Hookah Lab and one of the items was missing when the package arrived. While I did reach out to customer service, the resolution process has been slower than expected and required multiple follow-ups. Mistakes can happen, but clearer communication, faster response times, and better order checks before shipping would go a long way. I hope they improve their quality control and customer support moving forward.
Response from The Hookah LabJan 8, 2026
Thank you for your feedback, and we’re sorry for the inconvenience caused by the missing item and the delay in resolution. We appreciate your patience and will use this to improve our quality control and customer support moving forward.
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Austin M.
Nov 24, 2025
Never got my order
Never got my order I already reached out to the support team 3 times and they still haven’t responded to me
Response from The Hookah LabNov 25, 2025
I’m so sorry to hear you still haven’t received your order. That’s definitely not the experience we want for you. For us to assist you right away, please reach out to our customer service team so we can look into your order details and get this resolved for you as quickly as possible. We’re here to help!
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Nandish A.
Oct 28, 2025
Did not receive package
Did not receive package. Would not order again.
Response from The Hookah LabOct 28, 2025
I completely understand your frustration, and we’re very sorry about this experience. As mentioned in our previous emails, we’ve already filed a USPS claim for the lost package, and you’re aware of the outcome. We truly regret that this happened and appreciate your understanding.
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Mansour A.
Oct 27, 2025
I didn’t receive my shipment yet i had…
I didn’t receive my shipment yet i had no calls from the carrier and when i track it it says it’s going back to the us for wrong address I contacted you to send email that the customer wants to receive the shipment before its send back the answer we can’t we have to receive it and then send it again with the same shipment fee and till now since 8th of October the shipment is stuck on dammam port I have no idea how long I have to wait to receive it
Response from The Hookah LabOct 27, 2025
Thank you for your message. Unfortunately, once the shipment is returned due to an address issue, we must receive it back before resending, which will require the original shipping fee. We’re monitoring it closely and will notify you immediately once it arrives so we can resend it as quickly as possible. Please confirm your address to ensure smooth delivery. Thank you for your patience.
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Shawn D.
Oct 20, 2025
200$ extra dollars on delivery no way good sir
It made it thru customs but did not expect to pay 200$ at the canadian post office.
Response from The Hookah LabOct 24, 2025
We’re glad to hear your package made it through customs! Unfortunately, customs duties, taxes, or import fees are determined by your country’s regulations and are beyond our control. These charges are not included in the product or shipping cost. We completely understand the frustration and appreciate your understanding.
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Nate M.
Sep 11, 2025
Terrible I ordered a black hookah and…
Terrible I ordered a black hookah and instead they sent me a clear one I reached out and asked could I send this back so they can send me the right color the refused and offered me a $10 refund ! They asked for verification that it was the wrong color I sent a picture and they still won’t let me send it back so they can send the right color and now all in all I just want my money back and they can take the hookah back 0/10 NEVER recommend
Response from The Hookah LabSep 12, 2025
I sincerely apologize for the inconvenience and frustration this situation has caused. I completely understand how disappointing it is to receive the wrong color. Please know that we already have an open ticket for your case, and our team is actively working on resolving this for you. If you could kindly stay with us through that open ticket, we’ll be able to keep everything in one place and ensure your issue is handled as quickly and smoothly as possible. We truly appreciate your patience, and we’re committed to making this right.
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Rasha
Jul 28, 2025
I think its a spam i got lots of emails…
I think its a spam i got lots of emails after i ordered i send them my id a spam email want a selfie with my id Its not acceptable ita annoying i ordered on the 26 they deducted the money and all im getting is spam emails after If they really want to verify the age it should be a step before purchasing this is ridiculous and annoying unbelievable
Response from The Hookah LabJul 29, 2025
Thank you for reaching out. I understand your frustration and I’d like to clarify a few things to help ease your concern. Our system does include an age verification step before completing checkout. A pop-up link from our Age Verification team appears, prompting customers to upload their ID during the purchase process. In your case, it appears this step was skipped or not completed—however, your payment was still processed and we’ve since been following up via email to help you complete the verification manually. We truly apologize for the inconvenience and the confusion this may have caused. If you’re unsure about any of the emails or have any concerns, please don’t hesitate to reach out to us directly through this email address—we’ll be happy to confirm what’s legitimate and guide you step by step. Let us know how you’d like to proceed, and thank you again for your patience.
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Ethan C.
Feb 10, 2025
Didn’t return my defective item even…
Didn’t return my defective item even thought I did all the troubleshooting and reached out within a day of receiving it.
Response from The Hookah LabFeb 10, 2025
I understand your frustration, and I want to clarify our process. While you did reach out within the initial timeframe, we requested additional information to properly assess the issue and offer a resolution. Unfortunately, we did not receive a response to our follow-ups. Additionally, as per our return policy, items must be returned within 30 days. Since that timeframe has passed and the item has been used, we are unable to accept the return at this point. We appreciate your understanding.
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