Extremely poor customer service — Ignoring refund requests and messages
I am writing this review to warn potential buyers about the complete lack of communication and terrible service from HookahX.de.After the courier allegedly failed to find me at home twice, the package was automatically marked for return to sender. Following this, on May 12th, I officially cancelled my order (Order № 40128) through their website interface. Under German law, the merchant is required to process and issue a full refund within 14 days from the cancellation date. This deadline expired on May 26th.Initially, the store's support replied to me stating that the refund would be processed as soon as the package arrived back at their warehouse. According to the DHL tracking (CJ368677835DE), the package was safely delivered back to their facility on May 21st.It has now been a full week since they received the goods. When I contacted them again to point out that the parcel had been delivered to their warehouse, they chose to completely ignore my messages. They read my texts on WhatsApp and refuse to provide any updates, issue the refund, or respond to my emails.It is completely unacceptable to keep a customer's money after promising a refund and receiving the items back. Avoid this shop if you value your time and money