ComplaintsforLookah

• Initial Complaint

  12/26/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a seahorse pro from lookah.com and it arrived defective. I asked for a prepaid shipping label to send it back as well as a refund upon receipt as this was a gift and the recipient no longer wants it. They said I had to pay to ship it back and I would get a coupon in return for the freight, they said they wouldnt refund since I opened it but how else would I know it was defective? Now Im stuck with something I cant afford to ship back that doesnt even work.

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Timeline:8-20-23 Initial purchase of Lookah Swordfish from Lookah.com 8-26-23 Swordfish arrives (+ 90 day warranty begins (expires 26 November 2023)9-23-23 After cleaning with **************** swab, the plastic forming the hinge for the mouthpiece disintegrates.9-25-23 Advised Lookah.com via e-mail. ***************, from **************** advises replacement will be a random color in response to my request to not receive an orange Swordfish, fearing a batch-wide manufacturing error.9-26-23 ***************, from **************** advises ********************** will send a coupon to redeem the return shipping cost ($5.65 USD)10-October-23 Swordfish arrives; orange.11-1-23 Returned faulty Swordfish via ***** Tracking # ********************** That evening, I was cleaning it with alcohol and a cotton swab. Once again, the plastic attaching the mouthpiece to the chassis disintegrated.11-2-23 Advised Lookah.com via e-mail. ***************, from **************** advises warranty is only for the first 90 days, offers a 20% discount on a future purchase. I advise a discount is not acceptable. ********** advises she has escalated to the sales manager.11-9-23 Requested preceding timeline be communicated to the sales manager.Received the following:"Dear ***,Maybe you didn't get the last email.I have escalated this to the sales manager.We have already sent replacement product to you on October 9th. so the warranty is only for the initial 90 days and isn't reset when a replacement device is sent out.Hope you can understand.Or please click the following link: *************************************************************** This will open the freight option on our website.Add it to the cart and proceed to the checkout.Before proceeding to the payment, fill in the shipping address info, your full name, and a telephone number. Under the "customer notes" box (at the bottom of the checkout page), please write the item you want.After this, please complete the payment for the order."

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Veteran with PTSD, so Lookah product is a medical device for me. Bought a new in box Lookah Seahorse Pro Plus product from a retailer, which doesn't take returns. New product had electrical issues and burned the new tip on first use. I sent pics and videos to Lookah, which required I spend another $35 to buy new tips to test the vape pen for this video. Lookah confirmed the pen is bad and would gladly send me a new vape if I would pay to have my dud shipped to them. The pen cost $53.99, the not burnt tips were $35, and return shipping will be around $10. In order to get a working vape pen, Lookah requires me to spend an additional $45, and have to deal with their overseas customer service who is no longer responding to my emails. I have sent them my receipt, pics of the burnt tip, videos of the pen going into what I call "meltdown mode", and they refuse to send me a new pen without me investing more into this transaction. Again, this is a medical device for me. I want a working pen in the color orange, not the random color the ** told me I'd receive.

• Initial Complaint

  04/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  DOT: 3/15/2023 $59.98 total purchase I have provided them with a police report on theft of the package they sent me, however they will not replace the package despite there being no mention on their site about them not taking responsibility in replacing packages due to theft.

• Initial Complaint

  10/28/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Product is in warranty. After a week of emails responded each after waiting a day or two they decline to do anything about the issue.Told me to buy the same product and use a discount code!Part of the product is not magnetized therefore resulting in the pen not staying in place.Company has no phone support and email support is severely lacking. I just bought this device and it arrived defective. it never held correctly.

  Customer response

  11/28/2022

  ******

  Business response

  01/11/2023

  Greetings, 
  As you can see in the below pic, we sent the last email asking for the purchase receipt, but just no reply. We don't neglect every of our customers. Hope that you can understand. And we just sent another email to ask the customer for the info, after we confirm that it is in the warranty, we can exchange the faulty device or do other things to help. 
  
  Best regards, 
  

  
  

  Customer response

  01/11/2023

  I contacted this company back in October while the device was still under warranty.

  
  

  THey are now saying that because it is past 3 months warranty they will not honor the warranty.  **** said if i had reached out to them while  its under warranty they would have replaced with a new device.

  
  

  Then they ask me to send them a video showing them what is wrong knowing I can not send a video showing what is wrong because I can not depict on screen that the missing tool does not magnetize to the device.  which is the sole reason its missing from the device.

  
  

  I asked for replacement tool or to replace the device with a new one.  they are dragging their feet. i provided the same receipt i gave them back in October.

  
  

  they have ignored this complaint and me for very long.  this company is very shady and uncooperative.  they keep delaying and making excuses

  
  

  they have delayed this until it is now out of warranty. i have all this in writing and intend on pursuing this matter further until they agree to do the right thing.

  Customer response

  01/19/2023

  This was provided to them already and they are actively working on this case now.  this receipt was sent to them back in October when the product was under warranty.

• Initial Complaint

  08/25/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Product I purchased was delivered with broken glass on the mouthpiece, making the product unusable. Contacted company immediately and company refuses to refund or replace product, only offering half of the paid price for a completely unusable and unsafe and broken product meaning I would have to spend more money to get what I already paid for. After repeated emails they refuse to replace a $30 product, only offering $15 coupon.

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered two products through the company, after waiting, I noticed in tracking that one delivery company said they delivered the package to the next facility while **** claims they have never seen the package. I t contacted the support email for the company and have been told over and over after providing proof that the package has not arrived or ever been seen by the second delivery service that, I need to provide more proof. The post office says there is nothing else they can provide and DHL (the first delivery service) says its the product companies problem to deal with. At this point, I just want my money back so I can A) get the gift for my roommate that never came, and B) be done dealing with this company.

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Lookah is unwilling to replace my device nor coil that has malfunctioned. They claim they have a 90 day warranty, but ** law dictates 1 year mandatory warranty if an electronic is sold in *****************. Furthermore the warranty period must be printed on box in English. In ******* you have the right to see the warranty before you buy. Not to mention credit cards used to purchase electronic products also enable a 1 year warranty. If it breaks within a year you get your money back and that ***** the business you bought it from, and would likely cause backlash by the shop to have a fire-sale on all Lookah products. In fact if they do not replace my device, I will complain to my state consumer protection agency, as well as **********. I don't want to have to be mean and contact those agencies and thus risk their entire portfolio on 1 lookah seahorse pro device.. Further I will make a federal trade commision case against their company selling faulty electronic devices to ************* citizens, and thus triggering a federal/national recall.What they described in their email I am determining as illegal and it does cost ****** dollars to have lawyer on retainer for a business to defend themselves in court.A 60 dollar device? Or Ten Thousand dollars in lawyer fees. Seems like an easy decision to me?I'll take a Lookah Seahorse pro 2.0 please and I'll even do them the honor of sending my broken device to them via **** Mail.Thanks so much!

• Initial Complaint

  03/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a lookah unicorn from a local store on 03/16. I read all instructions for use as well as watched ******* videos for instruction on how to use it properly. Within 3 days the lookah unicorn was not working as advertised. I contacted customer support with videos and pics of my problem and was told to watch ******* for instructions on use.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩