- Browse Businesses
- Guides
- Beauty & Fashion
- Consumer Tips
- Write a Review
- For Business
- Request a Review
- Discussions
- Backed by the National Science Foundation
- Sign up
- Log in
Is this your business?
Claim your listing for free to respond to reviews, update your profile and manage your listing.
Claim Your Business
SouthSmoke has a rating of 2.13 stars from 15 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about SouthSmoke most frequently mention customer service problems. SouthSmoke ranks 4th among Ecigarettes sites.
I always order from this website and have never had any issues. I always get exactly what order and it comes right on time. Whenever I contact customer service they are extremely professional and are very knowledgeable about their products. I have recommended them many times and I don't see myself ever ordering from another company.
Their customer service is terrible and lied to me repeatedly. I ordered something on a Sunday and canceled it within a couple of hours after finding out it wasn't the exact same hookah they were advertising. They went ahead sent me the item anyways after saying it was already shipped on a Sunday. Will never order from them again and would strongly recommend no one to business with them.
Their customer service is terrible and lied to me repeatedly. I ordered something on a Sunday and canceled it within a couple of hours after finding out it wasn't the exact same hookah they were advertising. They went ahead sent me the item anyways after saying it was already shipped on a Sunday. Will never order from them again and would strongly recommend no one to business with them.
I always order from this website and have never had any issues. I always get exactly what order and it comes right on time. Whenever I contact customer service they are extremely professional and are very knowledgeable about their products. I have recommended them many times and I don't see myself ever ordering from another company.
Looking for a professional and great customer service with great products 5 star hookah is where it's at! 5starhookah.com
FOR ALL YOU INTERNATIONAL BUYERS DONT EVEN BOTHER WITH SOUTHSMOKE THEY DONT CARE ABOUT ACCOMMODATING YOUR PACKAGE AS YOU MAY KNOW CUSTOM CHARGES ARE EXTREMELY HIGH OVER $600! THEY INSIST YOU PAY CUSTOMS, THEY ALSO DONT HAVE REFUND POLICY IF YOU GOT THE WRONG PRODUCT OR DAMAGED.
ABORT Southsmoke! Don't waste your money I promise you 5 star hookah is by far the best!
I just bought a Khalil Mamoon World Cup, carrying bag, 1 kg shisha, phunnel bowl, and some grommets from Southsmoke.com and I am extremely pleased with their service! When I placed my order online, I selected a large carrying bag thinking it would fit my hookah. 5 minutes later I got a call from south smoke asking if I would like to make it an x-large (no price difference) because a large wouldn't have fit. I would never have known if it weren't for that phone call.
The order shipped same day and arrived 2 days later, which is very fast. I got to smoke the hookah for the first time last night and it was incredible! Best smoking hookah I have ever owned. And the best part of all... South Smoke was at least $50 cheaper than anywhere else I found for everything combined with free shipping!
I would definitely recommend buying from them and will certainly continue to do so myself.
Jeremiah
Tip for consumers:
Ask what size you need if you buy a carrying case: the sizes listed online were misleading.
I love this website. It is very easy to navigate and they offer a large variety of products. When my first hookah broke (which I had bought from a separate retail location) I ordered a new one through Southsmoke.com. After speaking with a representative I was recemonded the kaya hookah. I use it regularly and have never had any problems. Since then I've purchased several products from them and their customer service has always been better than I expected. I have spoken to a representative named Blake several times and he is always professional, helpful, and efficient. He is extremely knowledgeable about the products they offer and has recomended great products to me. The Vapor Freeze Tip (recommended by Blake) is one of my favorite products. It creates an easy and colder smoke, which I really like. Always fast and professional, I definitely recommend this company.
I ordered a hookah I was very excited about. Received it yesterday and they sent me a base completely different from what was pictured. Also, the tray is scuffed because it wasnt wrapped for shipping, just sitting in the box with a bunch of other things. When I emailed them they responded that there are variations in color and the scuffs are because it is handmade. I get variations in color, but this isn't even CLOSE to what is pictured, it's a completely different style. I ordered this hookah for the specific look that was advertised. I checked with other websites selling this hookah and they send the vase that is pictured. Dont advertise one thing and send another and expect everyone to be ok with that! I spent a lot of money and deserve to get what I paid for. And I very much doubt the scuffs on my tray are from the making. They are very obviously scratches. No offer to return or replace anything. I will never order from them again.
Tip for consumers:
Shop elsewhere
Wow their customer service is horrendous! They shipped me the wrong hookah totally different than th picture and okay I buy km hookah all the time there some imperfections however the color and stem were totally wrong! I ordered a gold and red one. They said they come in variations and can't pic colors they say look at the picture they show 3 different ones. I looked it shows 3 colors but none that I received! The hose which was special for this hookah not the regular ones, of course was wrong too. Blake said well it could be anything.
Now let's get real it can't just be anything. You can't show pictures and send whatever you want. He responded back with rude comments and we went back n forth. For him to say you can return it back on your dime. I've never heard of such customer service. I run an e commerce fulfillment center. And heaven forbid I ever shipped the wrong product I am dead, I can't imagine shipping it wrong and telling the customer they have to pay to ship it back.
They only have one customer service agent there in a day there is only 2 total people who work there. And they are a complete joke! Stay away please stay away!
I ordered a Black Hookah with a Smoked out base glass. When I received it the item was broken. I contacted SouthSmoke and the quickly sent a replacement glass base. However, the replacement item was NOT the same as the original, it was a clear base and not matching. I called to ask that the exchange the replacement base and they would not do so without trying to make me pay both the return shipping and new shipping charge. So I am stuck with an non-matching base.
Great site. I ordered a Khalil mammon hookah on Wednesday and received it on Friday. Wow. Fast shipping and low prices. I even called on the phone and they gave me a coupon code for free shipping. Can't ask for better. Highly recommended.
James, thanks for the positive feedback. We work very hard to provide excellent support, low prices, fast processing and shipping, the best online hookah rewards program, and the most promotions available on any online hookah web site. SouthSmoke.com truly appreciates your business and looks forward to serving you again soon.
The worst customer service EVER!
I placed an order, was advised to buy an extra hose. It didn't fit correctly. "Just send me the correct hose with return shipping. I'll pay for it" I'm not authorized to do that sir. I understand we advised you to mget the wrong hose". Ok, I returned it on my dime. They ncalled me and said they couldn't accept it becau8se it smelled like shisha. We can send it back but you have to pay for the shipping. FOR THE 3RD TIME! I never used the hose. It didn't fit.
They should be ashamed. I don't know why anyone would do business with these hacks.
I use to love this website. Then I made a mistake on an order, selecting the wrong shipping process. I called trying to rectify the issue and was told that it was my fault and there was nothing they could do. I found the representative to be rude and unhelpful. It was only when I got further upset that they fixed the problem, after claiming there was nothing he could do. Then another representative called me after there work hours to scold me further. So I was lied to and scolded like a child (twice). I have been a loyal customer for 3 years now. I use to be treated well but was told tonight they were too busy to provide the customer support they use to offer. Since they are too popular, I'll be taking my business somewhere else.
This is in response to Kevin D's comments. This individual contacted customer support screaming at us wanting to change his shipping method 23 hours after placing the initial order. The customer requested 2-Day Air which would deliver on Monday. The customer wanted to have the package changed to Saturday delivery. The representative informed the customer to please calm down so assistance could be offered. The customer continued to scream further regarding the matter. The customer was advised that the shipping method they selected does not offer Saturday Delivery as a standard option and for Saturday Delivery to be requested, it must be done so at the time of order via email or telephone as per the policies listed on the shipping options and rates page. The representative was able to assist and have the shipping method upgraded to Overnight shipping and at no time did the representative ever state that this upgrade was not possible. The representative had to place the caller on hold to make sure the option was available. This customer claimed he had the same issue with other vendors so he should be fully aware based on his prior experience of how to request a special service for delivery. We call this great customer service that almost 24 hours later a shipping method is able to be changed to accommodate the customers requests, even though the customer acted in a very inappropriate manner. Our telephone conversations are recorded for quality assurance purposes and at no time was our representative not helpful. The second representative contacted the customer via telephone to inform them that they cannot behave in this manner with our representatives as this is the third time this customer has acted in such a manner as he has a history of such inappropriate behavior. The representative was simply advising the customer to act in a professional manner so we may offer professional assistance in return. Lastly, to address the concern about our company lacking in customer service, the customer is requesting that we monitor his orders so when he selects the wrong shipping method we are to contact him and let him know. The representative informed the customer that it is his responsibility to accurately place his order online and if he cannot do so that way then he should contact customer support on the phone to place the order. It is not our responsibility to know the special requests of each and every customer as it is the customers responsibility to notify us of any requests at the time of order as per our policies. We are committed to providing great customer support but ask that the customer treat us with respect in return. We welcome the opportunity to assist others in the future.
This company will screw you over if anything goes wrong with your order. On top of that, they cannot help you over the phone. You have to email back and forth which takes a long time from them.
I had two defective products in my order. They shipped one replacement which was good. The second however they made me contact the manufacturer to troubleshoot a one button e-cig. Nothing could be done and so Brennan insisted I keep contacting them. A few emails later he tells me they will give me a one time courtesy credit.
If I have a defective product, your telling me only once can I receive credit?! I asked for a replacement or refund and was strung along for 3 days worth of emailing back and forth. They refused to refund and said it's too costly to ship a replacement. I would have to pay for the shipping to receive a replacement for my defective product.
I contacted Jennifer who then tries to pull off a big lie stating I got a free hookah, discount with my order. Yes any customer who spends a lot of money gets a free item of their choice and with enough money spent you get a tiny $10 or so gift card.
Anyway They proceeded to now say, okay we will give you a free e-cig just tell us when you will order. So I did and never heard a thing from them. Calling them results in more bull$#*! being spewed that a credit is good enough and you cannot talk to a manager.
Brennan hides behind his computer screen and tells me you have a giftcard and thats all your gonna get from us. No refund or replacement.
Horrible customer service and totally incompetent.
As per our policies online, we already offered one replacement and then after the customer had that replacement in the mail, requested another item be replaced. We offered a gift card for the second item as we had already sent one other replacement. This is consistent with our online policies regarding multiple claims being filed at different times on the same order. We resolved both inquiries by providing a replacement and a gift card.
My comment from 10/9/13 was 100% true. Here is my order information:
Order ID: *******
Date/Time: 18:00:20 Tue 14 May 2013
In addition, here is the rma number:
Order ID REFUNDRQST*******
The original comments seem to have been deleted and replaced with information. The original comments unfortunately did not represent the truth regarding the matter as the issue was resolved, a refund as issued, no restocking fee was applied.
I urge you to avoid doing business with this company. I originally did business with them in 2008. My order was flawless and I was provided great customer service. However my last order in 2013 was a nightmare. I placed an order for a KM trimetal hookah with clear vase, some accessories and shisha. I received a black hookah, the glass vase had several chips and the stem was dinged up to hell. I paid $100+ for a hookah because I want it to look cool, not because I wanted a beat up broken piece of junk.
They wrote me back with some generic response stating that the item is handmade and variations are possible. I explained to them once again that the item is broken and the completely wrong color was received.
Finally, after much back and forth, they allowed me to return the damaged item at my cost. After following up on several occasions about the credit, it was finally received, but they deducted a 15% restocking fee.
They sent me the wrong item in damaged condition and are now charging me for it after I was already out $15 for return shipping. Luckily, I was able to dispute this charge with my credit card company and I received a credit.
The customer service provided by this company was horrendous. I urge you to save yourself a lot of time, frustration and money and purchase from a more reputable source.
This comment unfortunately is false. There is no record of this person ever placing an order or any issues of this nature.
Gain trust and grow your business with customer reviews.
Hookah varieties available for order. Find great deals on hookahs, hookah pipes, Shisha, Hookah Coals, and Accessories. Wholesale Hookahs available.
Is this your business?
Claim your listing for free to respond to reviews, update your profile and manage your listing.
It is amazing that we offer horrible customer support when we stand by our products, service, and support. It is very difficult to provide service when you contact our company and call our representatives via chat message and telephone: "coc*sucke*, go F off, fu** piece of sh** bit**, your moms a whor*, your moms a slu* and I hope she dies an aweful death". This language is not appropriate, not professional, and we cannot offer support to someone that acts in such an immature and childish manner. If someone calls and writes to a company and makes such statements, they will not receive support in return. No one has to tolerate such inappropriate behavior. As our research indicates, you ordered and received the correct product. As per the online policies, if you wish to return your hookah you are responsible for the return shipping costs. You received exactly what you requested and believe that our online disclaimer and variation warnings do not apply to you. KM hookahs are all hand made and each and everyone of them is different. No two KM hookahs are the same. As per the warnings right on the product page: All KM Hookahs Are Unique And The Stem, Vase, And Hose Patterns And Colors May Vary From The Color Selections and Photograph Listed Above. Click Here To Contact Customer Support If Further Clarification Is Necessary Prior To Ordering This KM Hookah model.
Not only do we provide a variation warning but we also provide a product disclaimer: Please make sure to Click Here and view our Khalil Mamoon Hookahs disclaimer before ordering this beautiful hand crafted Hookah model. The product disclaimer goes onto say: Dear Khalil Mamoon Hookah Enthusiast,
Thank you for taking this opportunity to view our complete selection of authentic hand made Khalil Mamoon Hookahs featured at SouthSmoke.com!
The Hookah craze over the past few years has focused on the popularity of mass produced Chinese Hookahs which has tainted our perception of traditional Hookah craftsmanship made by Hookah artisans who have dedicated their lives to this unique craft. It is easy to forget the blood, sweat, and tears that goes into making authentic traditional Hookahs when computer generated designs and manufacturing molds have become the standard for quality in the modern era.
Before ordering one of our beautiful hand crafted Khalil Mamoon Egyptian Hookahs, SouthSmoke.com would like to set your expectations and educate you on what an authentic Khalil Mamoon Hookah consists of. Please make sure to never assume anything when it comes to Khalil Mamoon Hookahs in any respect. That is why SouthSmoke.com offers disclaimers, variation warnings, and customer support to answer any questions that you may have prior to ordering a Khalil Mamoon Egyptian Hookah.
This disclaimer is very clear and advises you never to assume anything and to contact customer support prior to placing an order if futher clarification is necessary. You declined this responsibility and choose the model understanding these conditions. Now if we did not list these disclaimer and variations warnings then it would be a different story but you indeed received the correct hookah as you ordered and requested.
Lastly, we have far more than one or two employees that you claim we have. This is neither relevant or appropriate for this topic.
The moral of the story is that we have been in operation for over 13 years, have high customer service ratings and stand behind our products, employees, and customers. We cannot accept such ignorant and inappropriate behavior using the threats that you made to our support staff. Someone who claims to work in order fulfillment should be aware of this and know how to speak to a business' representatives. Your communication is now all with our legal team and the audio recordings and written communications containing such threats to our company have been provided as well to law enforcement. Thank you for allowing us the opportunity to clarify this situation as there are two sides to every story. We apologize to the online community for having to read this information. For the future please read the product disclaimers, variation warnings, and policies. They are there for a reason. Happy smoking to all.