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Patrick Pollen
2022.02.03
Competitive pricing and very knowledgeable, friendly staff. Shipping was fast but the high end hookah I ordered arrived with cosmetic damage. Initially, I was told it was production related, then I was told to contact the manufacturer directly to make a warranty claim. Shishanova has a robust customer satisfaction policy published on their website. Until they adhere to it and improve their customer post purchase care experience I would suggest buying elsewhere.
Hi Patrick, thanks for your feedback!
We do our best to take care of warranty issues in house when we can. In your particular case, replacement pieces were not in stock and the only option was to request that Kaloud looked after your claim. We did offer to handle the claim process on your behalf and mentioned it would be faster if you wished to reach out to them directly as they would be able to ship replacements directly to your address this way. We ended off by advising you to reach back out to us back after contacting Kaloud so that we can ensure the situation was handled correctly. As the only authorized retailer of Kaloud products in Canada, we are confident that your claim with the manufacturer will be accepted and looked after. The decision to have your claim handled by Kaloud was done in good faith and with the knowledge that it would be properly looked after.
We will be sending you a follow up e-mail to the contact details attached to your order to make sure your issue was fully rectified. We will do everything necessary on our part to make sure your hookah is delivered as advertised.
Thank you for voicing your concern and allowing us the opportunity to follow up on this warranty claim for you.