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Mya Saray, LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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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  • Initial Complaint

    Date:03/26/2025

    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.
    Trying to order an ash plate from the company for a hookah I purchased directly from one of their dealers. At the time of purchase, I was told I had to purchase this directly from *** as retail units do not come with the ashtray plate. Reached out to **** via their ************************ page on their website, to verify what size I needed. No reply from the company at all. Have also contacted the dealer and have been told I have to deal with *** directly. Asked about returning the product and was told all sales final. Photos of the same make and model all show as having an ashtray plate. Have contacted other dealers, of different brands, and been told that all hookahs come with an ashtray plate. I'm happy to purchase one, should they not come with one, simply needing the knowledge of what one I need.

    Business Response

    Date: 04/03/2025

    Dear Mr. ******************** you for reaching out and for bringing this matter to our attention. After reviewing our email system, we did find one email from you, which unfortunately was filtered into our junk folder. We sincerely apologize for any inconvenience this may have caused and regret that we were unable to respond sooner.

    We take customer satisfaction seriously and want to resolve this matter as quickly as possible. To that end, we will be reaching out to you via phone immediately to assist you directly.

    Regarding your concern, all retailers selling *** products are responsible for ensuring customers receive the correct items at the time of purchase. If there are any missing parts, the retailer should be the first point of contact. However, since you were directed to us, we are happy to assist you.

    Additionally, we want to note that there are many imitation *** products in the market. Without verification, we cannot confirm whether the hookah you purchased is an authentic MYA ******** If you can provide us with the model name, photos of the product, and proof of purchase, we will gladly help determine the correct ashtray plate size and find the best solution for you.

    We appreciate your patience and look forward to resolving this matter with you. You may also contact us anytime at ************************************************************.

    ******* ******
    Mya Saray, LLC
    ************************************************************

    Customer Answer

    Date: 04/09/2025

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

    Mr. ******, thank you for responding. Also, thank you for having amazing staff that takes issues seriously, even if it is not directly the fault of **** I understand the retailer should have taken care of the issue now. A lot of lessons learned in my introduction to hookah!

    ******, from Mya Hookah, contacted me directly. She did a fantastic job with resolving the issue. This negative experience, with the retailer, led me to finding Mya Hookah. I can understand, and forgive, the issue of email going to an unread folder. Been there myself. No harm, no foul. ****** got it all taken care of, and you have a customer for life. I know that sounds clich, but it is the truth.

    Regards,

    ******** ******

Mya Saray, LLC is BBB Accredited.

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