HYWAZE SMOKE SHOP — Local services in Alafaya

Update: Day 4 of having said vape...the wife found on the warranty online where if defective the store needs to handle it, potentially newly added on the website. She called, again explained the whole story and what she found, to which he stated will have to update employee's. (Perfectly acceptable answer in my opinion.) They told her to come in, worse case there's another one at the store. She went back and got with the manager, and a sweet woman we normally deal with when in there, who mentioned how much we come in and never have issues. My wife mentioned who "helped" her the day off the issue, and what all she bought that day...he was not thrilled to say the least, but didn't seem surprised. They then determined the issue being the lower power batteries within minutes, and recalibrated it for her. He added some juice turned it on to test that it stayed on, then had her test it, all good.. then took care of it no charge for the better batteries. Epic manager for that. If dealing with anyone else I'm sure it could have been avoided in the day 3 trip, instead of the 2nd guy just wanting to pass the buck and not even attempt to figure it out.. every business has it's problem child. The manager and other employee's saved some business that day at least.

Lowering review, will raise if issue is resolved. Used to love this place but after the most recent experience I wish I could give negative stars. Will probaby NEVER return to this place unless it's resolved.. there is a newer one down the road past Avalon. Understanding policies of final sales, a defective display item sold has different rules... 1st off wife was not given a receipt, mistakes happen... They sold her a display vape, original guy told my wife to come back if any problems as it was a display and they'd take care of it. He asked if she had batteries, she said yes thinking regular ones.

Didn't work so she called up there, doesn't take regular batteries (whoops) and they don't come with it, they both had a good laugh because he did try to make sure she had everything and said to come back up, so she went to get the batteries no biggie. He gave her a small USB charger he had just in case as well. (Sweet heavy set tall guy). Vape works for a bit, then dies.. then again even after 5 hours on charge. We then tried getting an external charger on day 2 as it's still not seeming to hold a charge, and those are sometimes better.. still not staying on more than 5 to 10 min.

Day 3 of having it, we go back and explain whole story. Different guy this time (skinny kid with glasses) tested the current batteries and said those were fine, no further attempts to troubleshoot; then proceeded to say it's something internal, they won't do any thing about it and to go through the warranty process sending it back to the manufacturer.. and basically refused to help further just leaning on the counter. I was not thrilled, he got my point to say the least..

Being treated like this after spending $200+ in one visit, not to mention all the other numerous times we've been in there for tobacco, tubes, accessories, cigars etc. They obviously have at least 1 employee that doesn't care about their customers, let alone repeat customers. Don't trust the skinny guy with glasses troubleshooting attempts, unless he's been retrained or...

First off, I have to say, to whoever thinks that the water pipes are “overpriced”, understand that they are not cheap to make and take time and craftsman ship. If anyone had any knowledge about water pipes, they would know that people are willing to pay the price as is for what they have in stock. No one is forcing you to buy them. They have more stock then almost 90% of smoke shops in Orlando. As far as prices go, they are absolutely perfect for what they are. Now onto customer service. The owner, who has helped me out various amounts of times, has a very respectful attitude. Sales tactics are fantastic. He does not want to TAKE YOUR MONEY. He actually cares about having customers coming back to the store to continue business with them. I don’t know the names personally of the other workers of the store, but I have not had a single problem with a single worker there. Today I walked in with a problem with my iPV 4 and was hoping to find out what was wrong. Not only did I walk out with the problem resolved, the owner actually cleaned out my mod, gave me a free bottle of e-liquid, and a new coil for NO COST. His goal was to make sure I was satisfied with my product and willing to come back to the store to conduct business further with them. And not just the owner, the two main girls that I usually see (which I think have a very great personality and attitude with customers) refused to have me walk out with something not working. They constantly apologized for what was happening even though it was not their fault. They understood that nobody wants to waste 150 dollars on something that would break down in a matter of weeks. I can only say that the owner has rightfully earned his position. As to rules and policy, THERE HAVE BEEN SIGNS POSTED ALL OVER, INSIDE AND OUT, THAT WARN CUSTOMERS NOT TO USE ANY ILLEGAL REFERENCES OR THEY WOULD BE ASKED TO LEAVE. Regardless the way they kick someone, whether it’s polite or not polite to a full extent, it’s a rule that can cost not only their jobs, but the whole business to be lost. If you have been to smoke shops, you would know by common sense, YOU CAN NOT SAY CERTAIN WORDS! Don’t assume their being rude because by law they have to ASK you to leave. They do not grab you by the arm and toss you out. You should have enough respect to abide by the rules. So my overall experience would definitely be an 11/10! GREAT customer service. GREAT prices. And BEAUTIFUL glass pieces wall to wall. I am definitely proud of saying that this is the only smoke shop I go to. And I hope these workers stick around for a very long time, as I am completely satisfied with the customer service. Thank you for actually helping me out with my problems. You guys have earned the money I spend at this store. KEEP UP...

New Galaxy used to be my favorite smoke shop to visit. Mainly because of one person that used to work there, Mike. He was genuine and always pleasant to talk to and very informative. Ever since he stopped working there, honestly the atmosphere has changed. And maybe I never noticed it before but my last few visits have been terrible and off-putting. I am a frequent customer and I spend a lot of money here. I had racked up $30 in store credit through their points system. I had 320pts. So I went in to redeem them and decided on a glass dish for $22.50. You can only use the points in increments of $10. Spencer, an employee there, told me that I should just use the $20 and save the $10 and pay $2.50 in cash. Sounded good to me. About a week later or so I went in to use my $10 credit, with no $$ to spend. I got told I had to spend $30 to get the $10 because I only had 120pts. (must have 150 for $10). I asked how that made sense because I have spent more than enough and definitely had $30 credit. They said when I used the $20 they took 200pts which left me with the 120pts leftover from my original 320pts. I asked if there was anything they could do because I felt that I lost out on the other $10 and if I would have known, I would have gotten more stuff when I got the glass dish. She said I would have to talk to Spencer. So yesterday I went in to talk to Spencer about it and he not only seemed very uninterested in helping me, with the shrugs of his shoulder, but he walked away offering no solution. So while getting rung up, I asked the girl with the blue hair if Spencer was going to help me with my situation and she smirked and said "IDK lemme go ask him" and almost skipped away. Then a manager with long straight brown hair came over and started entering in my information and looking through my history and asking me about the situation. (you would think at this point she would notice that I am a frequent customer) After explaining, she says "Ya I mean that's just how the points system works". She not only came off like she thought I was stupid and didn't understand, but she also seemed very uninterested in helping me. So here I am, wasting my time writing a review. Just thought everyone should know why New Galaxy (E. Colonial) is now my last choice for smoke...