Scam! Didn't send parcel, no money back
I have placed an order on 1st September 2026, valued at 160 euro. After few days I followed up with them to ask about parcel and they said will take few days due to some eu regulations getting changed (no new regulations as I checked myself). Had to follow up again after few days to be told that "tomorrow will have an answer". Never got back to me so I texted again and I was confirmed that i will get a refund as they cant ship to me. They stopped answering me and as of today, 18th September still no money back. I gave them plenty of time, I have been so understanding and they just scammed me and I lost now 160 euro. Such a disgrace
Antwoord van hotsmoke.eu
Dear Customer,
Thank you for your feedback. First and foremost, we want to sincerely apologize for the delay, the frustration, and the poor communication you experienced. We fully understand why you felt let down, but we want to reassure you that we are a legitimate business and taking care of our customers is our top priority.
Due to a recent transition between our European fulfillment warehouses, shipping to Ireland was temporarily suspended. Regrettably, because you were communicating with our local support team rather than our main international department, there was a miscommunication and a delay in processing your request correctly.
As soon as this reached our primary management team at info@hotsmoke.eu, your full refund of €160 was processed immediately.
We take full responsibility for the miscommunication and the unacceptable response time. We have already updated our internal procedures between our local and international customer support channels to ensure this never happens again.
If you have any remaining questions or need confirmation regarding your refund transaction, please reach out to us directly at info@hotsmoke.eu.
Best regards,
The Hotsmoke Team
