I honestly don't know where to start with this company, I ordered he Zenith "level" water pipe 2 months ago. When doing so I had my money immediately taken from my bank account like i assumed would happen but never received a confirmation email. I tired to reach out to the support team, they did reach back but i say this so seriously in witch they couldn't help a fly land on $#*!. That being said I wanted to cancel the order and get my $109.50 back and when i then contacting them about doing so got a response with in a day telling me i could only get store credit and the only way to acquire a cash refund is within the first 24 hours of making the order. Mind you this was 2 months ago and i never received confirmation the order was placed in the first place. If i knew all of this in the first 24 hours of me ordering the pipe do you think I still would have ordered it? Basically a slap to the costumers face. On top of all of this they advertise priority shipping for like 5 or 7 extra dollars witch i got but then told me they could not fulfill because of covid. I understand the pandemic were in but why say you can do something you very clearly cant do. As of me typeing this no one has gotten back to me from hemper about where my order is or if i will even receive it. DONT WASE YOUR TIME OR MONEY, just go to your local headshop... HEMPER doesn't care about you they just want your money I promise that.
They dont respond in timely matter at all. False advertisement. I have been trying to get assistance since April 20th. Will not buy again
To start off, I will say that the quality of the products I received was quite decent. Everything after that is a nightmare.
1. I ordered a box using Hemper Prime shipping. It wasn't until I inquired a week after ordering my product, that customer service told me that their "Prime" shipping only came into play after the product left their facility. My package then sat in Las Vegas for over a week. I felt completely burned that I paid extra for this service, only to wait over two weeks to get my product.
2. When i finally DID get my package, I did not receive what i had paid for. I received a very generic glass piece. When i wrote my displeasures in an email, I was told that Hemper reserves the right to replace any item at any time (im paraphrasing). Funny this policy wasn't shown on their website.
3. I wrote multiple two star reviews, only to have my reviews vetted and never end up on the website (surprise).
4. After my displeasures, I cancelled my subscription. Low and behold, i received a confirmation email about a week later, stating my new box was on it's way. Another email, another load of generic crap. I was told that if i was unhappy with my order, I could send it back to their shipping facility. I avoided this, as I figured I'd never see my money back.
5. When i received my "April Mystery Box", IT WAS THE EXACT SAME BOX I HAD GOTTEN IN MARCH! I sent another email to the company, but don't expect anything other than generic, by the book answers.
I will never, EVER recommend ANYONE spend a dime with this company. There's a reason why they use a Columbia based internet address. One of the most dishonest companies i've ever had the displeasure of dealing with.
Overview
Hemper has a rating of 1.1 stars from 86 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with Hemper most frequently mention customer service, business days and phone number. Hemper ranks 103rd among Subscription Shopping sites.
We're also an online head-shop carrying a full line of bongs, bubblers, dab rigs, dab tools, grinders, rolling trays, vape pens, and more!
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Firstly, Hemper would like to sincerely apologize for the delay and inconvenience that you have experienced thus far. Our goal is to make sure you have an amazing shopping experience so your sessions can be even better! Obviously, in our attempt to make this happen for you, we dropped the ball. We can apologize one million and one times but we know that all our customers care about is action. We understand the clear choice you make when you decide to spend your hard-earned money with us and we do not take that for granted, so we took a step back and took a deep long look at how we do things.
We are not afraid to admit when we are wrong and when we do, we always try our best to make it right. As a small business, the beginning of the pandemic left us scrambling to find solutions and we were left with a thin workforce. We want to assure you that since April we have been constantly growing and learning from our mistakes. We are so close to implementing better communication channels for our customers to reach us. In addition to emails and social media, we are in the process of implementing a dedicated phone line to help with the sudden rush of support tickets. Live chat support is now available on our main website, instead of just our support page, so our customers can receive live responses in real-time. Our customer's feedback is super important to us and we want you to know your criticism does not go unnoticed.
Our team would love the opportunity to make up for this unfortunate situation. Please reach out to loyalty@hemper.co and a dedicated representative will be available to assist you right away! We completely understand your frustration so we can sympathize with your disappointment. We want to assure you that we are listening to you and all of our customers and our employees continue working tirelessly to make everyone's shopping experience smooth and pleasant.