Let me start with the positives. They were the only ones that sold what i was looking for which was an eshisha head. They also sent me some free batteries to go with it. Which was very nice of... See more
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Bad communication. Very bad. No response to messages requesting updates. No human available to speak to... Still no order after a week of waiting. Sadly not the professional service I was e... See more
Company replied
Ordered some items as a Christmas present. I was very pleased with the order updates. All the items I ordered were packaged properly and arrived in perfect condition. The estimated delivery given was... See more
Excellent service, shisha delivered on time on both occasions I have used them, and clear usage instructions were given on delivery. They also tailored the colour of the shisha to my birthday party th... See more
Company details
Written by the company
London based Shisha Hire & Supplies
Contact info
United Kingdom
- 07712223584
- Info@hookedonhookah.co.uk
- hookedonhookah.co.uk
3.1
Average
36 reviews
Replied to 100% of negative reviews
Typically replies within 24 hours
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Went beyond expectations, communication let down
Let me start with the positives. They were the only ones that sold what i was looking for which was an eshisha head. They also sent me some free batteries to go with it. Which was very nice of them.
Now the negatives
It took them a week to deliver it to me despite it being a UK delivery. I got the delivery code from parcel force immediately but it was only when used their online service it was sorted. Communication is poor as they took age to response on the online chat service. Yes you solved it, but it could been solved sooner if you responded sooner.
One thing that you could do is have a click and collect service giving discounts to those that choose to collect from the warehouse.
I hope your business improves cause I can tell your trying but its the small things that make the big difference
September 17, 2025
Unprompted review
Bad communication / nothing received (received after 1 week).
Bad communication. Very bad. No response to messages requesting updates.
No human available to speak to...
Still no order after a week of waiting. Sadly not the professional service I was expecting for sure. Not even a shipping update one week on from ordering.
Will be putting in a PayPal claim to get my money back at this rate 😭
Update: my order paper work shows the correct email address 🤔
Update: products received, took one week. In a world that moves fast one week feels like an age. Sadly I'll not be using this company again.
A simple apology would have been accepted here.
Looking through your responses to previous order concerns in this thread, I find your responses not really in keeping with my perception a 'good customer service' experience .
June 17, 2025
Unprompted review
Reply from Hooked On Hookah
We’re sorry to hear about your concerns and appreciate the opportunity to clarify.
We did receive your messages via our online system and attempted to reply promptly. However, our responses bounced back due to an incorrect email address provided with your order. This meant we were unable to reach you directly to provide updates.
We can confirm that you selected standard delivery at checkout, and your order was dispatched accordingly. Our records show your parcel was delivered on 24th June, which falls within the standard delivery timeframe provided at the time of purchase.
We understand your frustration and are always striving to improve. However, we would like to note that this review may be misleading, as your order was delivered as expected and communication was attempted on our part. We’re happy to assist further and invite you to update your contact details so we can ensure smooth communication in future.
Reply from Hooked On Hookah
Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear that the shisha flavour you received did not meet your expectations.
At Hooked On Hookah, we take great pride in offering only authentic, high-quality products to our customers. Please rest assured that we do not deal in fake or imitation products of any kind. Shisha tobacco, like all natural leaf products, can sometimes vary in taste and strength due to several factors — including the batch of tobacco, how it's packed, airflow setup, type of charcoal used, and even the device it’s being smoked from.
We understand that flavour experience is very personal, and we're always here to help troubleshoot or advise on how to get the best possible session.
If you feel there may have been an issue with your order, we kindly ask that you reach out to our support team directly. We are committed to customer satisfaction and will do our best to offer a fair and reasonable resolution.
We appreciate your understanding and hope to have the opportunity to serve you better in the future.
5-Star Shisha Supplier – Highly Recommended!
I’ve been consistently impressed with the outstanding service from Hooked On Hookah, my go-to Shisha supplier. Their range of flavors is top-tier – always fresh, smooth, and exactly what customers expect. The accessories are high-quality and reliable, making setup and maintenance effortless.
What truly sets them apart is their excellent communication and lightning-fast delivery. Every order is processed promptly, with clear updates and quick turnaround – often arriving even earlier than expected.
If you’re looking for a Shisha supplier that delivers premium products and exceptional service, look no further. Hooked On Hookah is a true 5-star operation from start to finish!
May 6, 2025
Unprompted review
I ordered adalya lady killer and I…
I ordered adalya lady killer and I received different brand
February 10, 2025
Reply from Hooked On Hookah
Dear Isuf Kasa,
Thank you for your feedback. We want to assure you that all our products are 100% original. As noted in the product description, packaging may vary from time to time. Additionally, we have been in communication regarding your order, and at no point have you mentioned any concerns about the item you received.
If you do have any issues, we would truly appreciate it if you contact us directly so we can work towards a resolution. Customer satisfaction is very important to us, and we are happy to assist in any way we can.
Best regards
very good service
very good service, communication and they provide original products
December 25, 2024
5 Star service as always
5 Star service as always
After purchasing the shisha I needed some more flavors and was not completely sure which flavors to choose. I was not disappointed with the two I decided on.
Shipping was great delivered within the time period. Thank you
November 28, 2024
This is not original lady killer flavour the mixed something else and they call it lady killer don’t buy from this place your money will be wasted
This is not original lady killer flavour
September 14, 2024
Reply from Hooked On Hookah
Hi Shamal Sheykha,
Thank you for taking the time to leave a review. We want to reassure you that all of our products are 100% authentic and sourced directly from trusted suppliers. To ensure we can provide the best value with low shipping costs, packaging may vary at times, but this does not affect the quality of our products.
We noticed you didn’t reach out to us directly with any concerns. If there is ever an issue, we urge you to contact us directly so we can address it promptly and ensure you have a positive experience with Hooked on Hookah.
Best regards,
The Hooked on Hookah Team
The best I know
The best I know, always on time and takes care of everything from beginning to end. Love it.
July 26, 2024
Unprompted review
I have been purchasing my flavours and…
I have been purchasing my flavours and Shisha accessories from HOH for a while now. Fast delivery & great products. Thank you
April 28, 2024
Unprompted review
Indulging in Lady Killer was a…
Indulging in Lady Killer was a flavorful delight! The blend was exquisite, offering a harmonious mix that pleased the senses. Beyond the remarkable taste, the company's communication was top-notch. They displayed a genuine willingness to resolve any issues, ensuring a positive experience. An exceptional flavor coupled with excellent customer service makes this brand a definite go-to for a satisfying shisha experience."
November 12, 2023
I never got my order
November 10, 2023
Reply from Hooked On Hookah
Dear Sabrina Murrell,
We wanted to inform you that your parcel was delivered on 24-11-2023. Regrettably, there was an unforeseen delay beyond our control. Despite sending out tracking details within the specified delivery exception dates, the delay occurred within the Royal Mail delivery network.
We sincerely apologise for any inconvenience this may have caused. As a gesture of goodwill, we have processed a full shipping refund to your payment method.
Best regards,
Hooked on Hookah
Great communication also very nice…
Great communication also very nice staff prompt replies if something wrong.
Great!
October 31, 2023
Reply from Hooked On Hookah
Adrianna, it's consistently a pleasure serving you. We extend our heartfelt gratitude for your ongoing support, and we remain committed to delivering the highest level of service possible. Thank you for choosing us.
Warm regards,
Hooked On Hookah
I didn't receive my order until now abd…
I didn't receive my order until now abd when I contact Parcelforce they told that its lost!!!
October 20, 2023
Reply from Hooked On Hookah
Dear Mr. Othman Khalil,
We are pleased to inform you that your parcel, tracked under reference number TWSL6048253GB, was delivered and signed for by your concierge on November 7th. Throughout the process, we maintained constant communication with you via email, especially during the period when ParcelForce was working to locate your package. It's worth noting that the delay was beyond our control, and we appreciate your understanding in this matter.
At Hooked On Hookah, we take pride in fulfilling customer orders within the delivery exception dates specified during the checkout process. We are delighted that ParcelForce has successfully delivered your parcel. We sincerely apologise for any inconveniences caused by the delay and appreciate your custom.
Best regards,
Hooked On Hookah
Product and service were excellent
Product and service were excellent. Fast delivery and highly recommended.
July 25, 2023
Great service and delivery on time
Ordered some items as a Christmas present. I was very pleased with the order updates. All the items I ordered were packaged properly and arrived in perfect condition. The estimated delivery given was very accurate. I was worried it would not arrive in time for Christmas, but it did! Overall, very pleased with my experience and would order again.
December 16, 2022
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