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

Isaac N.
Oct 20, 2026
Terrible customer service
Terrible customer service. Was sent item in non brand new condition and have to fight to return it
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Abdullah A.
Oct 12, 2026
from 31/8 untill now i don’t receive my…
from 31/8 untill now i don’t receive my order and they use bad shipping service and they take same shipping fees if they choose fast company like dhl and no one know when i will receive my shipment
Response from The Hookah LabOct 21, 2026
We’re sorry your order has taken longer than expected to arrive. We understand how frustrating it is to wait without a clear delivery date. International shipments can experience delays due to customs processing and handoffs between postal services. While we strive to provide reliable shipping options, delivery timeframes are estimates and can vary depending on the destination and local carrier. We appreciate your feedback and understand your concerns regarding shipping costs and delivery speed. Thank you for your patience.
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Sheza K.
Sep 25, 2026
Bad customer service
Bad customer service! The delivery driver took my package back and they still keep saying they can’t be sure if it was returned after 2 months and won’t refund me. They keep sending me emails saying the same thing over and over again: ‘Hello, Thank you for waiting. We are still waiting for the package to arrive back to our warehouse. Best regards, Louis’ It’s been 2 months! They still won’t send me another product back or refund me! I received a notification within days that the package was returned! Unbelievable. So unprofessional and rude! The order was placed on July 24th. And returned and made it to Florida on July 31st. I still have no refund or credit or re shipment.
Response from The Hookah LabOct 21, 2026
We’re sorry for the frustration and delay you’ve experienced with your order. We understand how disappointing it is to wait this long without a clear resolution. We recognize your concern regarding the return notification you received. We’ll review the shipment and return records to clarify the status of your package and determine the appropriate next steps. Thank you for bringing this to our attention. We appreciate your patience while we work to address this matter.
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Siggi
Sep 13, 2026
zero support and $600 lost
I placed two international orders, and both packages got lost after arriving in my country. I contacted both the freight forwarder and local customs, and they told me that I need to contact the seller because only the seller can file a claim and request a refund for the lost shipments. I exchanged more than 30 emails back and forth with The Hookah Lab, but they kept giving me the same strange, repetitive responses. It honestly felt like I was talking to a bot instead of someone actually trying to help resolve the issue. In the end, I lost around $600 and received absolutely no help from the seller. I’ve placed more than 10 orders with them over the past 12 months without any major issues. Unfortunately, my last two orders were lost, and when I actually needed customer support, there was basically none. Very disappointing experience, especially as a repeat customer. Never again.
Response from The Hookah LabOct 21, 2026
We’re truly sorry to hear about your experience, especially as a returning customer who has placed multiple orders with us. We understand how frustrating it must be to have two international shipments go missing and feel that your concerns haven’t been properly addressed. We apologize for the frustration caused by our communication. Please contact us at [email protected] with your order details so our team can review the shipment history and previous correspondence to better understand what happened. We appreciate your past support and would welcome the opportunity to review your case.
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Yevheniia K.
Sep 2, 2026
The item never arrived
The item never arrived. You didn't refund the money; I wouldn't recommend your store to anyone!!!!
Response from The Hookah LabSep 2, 2026
We’re sorry to hear about your frustration. We understand how concerning it is when an order does not arrive. We’d like the opportunity to review the order and shipping status so we can determine what happened and address the situation appropriately. Please contact our support team with your order details so we can look into this for you.
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Ashley
Jul 28, 2026
Horrible experience! Don’t trust
I ordered 6 items from the hookah lab. They created two shipments for the order. 1 order arrived with 1 item. The other order with the other 5 items has not been received by the delivery service (verified with Louis). This was over a week ago. I’ve reached out to the company about this several times and they keep gaslighting me about when they will ship the other 5 items. I will not order from here again as they steal your money and do not communicate about why items paid for have not been received.
Response from The Hookah LabSep 2, 2026
We’re sorry to hear about your frustration. We understand how concerning it is when part of an order has not yet been received. Our records show that your order was split into two shipments, and we have been in communication regarding the second shipment. We are actively reviewing the status of the remaining items with our fulfillment team to determine what happened and the appropriate next step. We never intend to leave a customer without answers, and we appreciate your patience while we work to resolve this.
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Paige J.
Jul 6, 2026
Horrible return experience.
Horrible return experience.
Response from The Hookah LabSep 2, 2026
We’re sorry to hear that your return experience was frustrating. We take customer feedback seriously and would appreciate the opportunity to look into what happened and make things right. Please reach out to our support team with your order details so we can review the situation.
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Ammar W.
Jan 3, 2026
I have an order 28/11/25 I have no news…
I have an order 28/11/25 I have no news where is my order? is this the longest time the order take the number and this is what I rate you as one
Response from The Hookah LabJan 8, 2026
We’re very sorry for the delay and understand your frustration. We know how upsetting it is not to have updates on your order. Please rest assured that your order is still in transit, and international shipments can sometimes take longer than expected due to carrier and customs processing. We appreciate your patience and are continuing to monitor the status.
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