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Business Profile

Smoking Products

Lookah

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 8 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/11/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a Lookah Seahorse pro plus from one of their authorized retailers. Three days later, the glass broke when heating the vape. They are trying to tell me that this is not covered under their 30 day warranty because the coil is a replaceable part. The coil is not broken. Its the glass tip. They keep just responding the same thing and telling me that its a consumable good and they cant do anything about it.

    Customer Answer

    Date: 02/24/2025

    There is no further need for action here. The business complied with my request to replace the parts.

  • Initial Complaint

    Date:09/28/2024

    Type:Order Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I own multiple Lookah products and recently contacted them about another one of their products that I had purchased, a seahorse. It worked great for 3 days, now the light will only blink 5 times it won't do anything else. I emailed them sent a photo of the warranty card, front and back photos of the seahorse box from the one I purchased, and they emailed me back telling me to clean the head and if it still doesn't work to email a video of it not working!? *** kind of joke customer service is this? The warranty does NOT state anything about having to send in a video! You're messing around when people like me go out of there way to buy YOUR brands products and you want to make me jump through hoops to honor the warranty card that comes with it!? Send me a new seahorse or the money I paid for it or I will continue my complaints about Lookah further, I will tell everyone I know to no longer buy your products, I will no longer buy your products, and I will post to social media how you are doing your customers WRONG.

  • Initial Complaint

    Date:12/26/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date:11/10/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date:09/29/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date:04/03/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date:10/28/2022

    Type:Product Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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 Answer

    Date: 11/28/2022

    ******

    Business Response

    Date: 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 Answer

    Date: 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 Answer

    Date: 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

    Date:08/25/2022

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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.

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