Customer Service is Number One
Tako Glass is a mom and pop, small business that prides itself in being a bit more personal than your average online head shop. We value our customers above anything else, so when we say customer service is a big deal to us, we mean it!
When you reach out with questions or concerns we have real humans taking the time to respond to you with personalized messages and answers. The Tako Glass employees are just like you and understand being frusterated during an online shopping experience. We like to take the time to really chat with you one on one, and get to the bottom of a sticky situation. We are here to help at a moments notice during our store hours and after hours when we can because we want to prioritize our customers needs. This means jumping on a call, answering an email or responding to our website instant message chats at the drop of a bucket. We are going to do our best to solve your problem or help you find that perfect piece of glass that you have been dreaming of.
Tako loves to chat so if you have an idea for a custom glass piece he is all ears to hearing your creative ideas and bouncing his own thoughts off of you. He will even answer his phone in the middle of blowing glass because taking a step away from the torch is worth it for connecting to one more possible client. There is nothing like shopping small business, where those personal connections actually mean something for both sides of the conversation. Customers tend to turn into friends quickly at Tako Glass.
Shopping for online glass can be hard, and we understand that. We do our best to take a variety of photos and videos to showcase each piece of glass, but sometimes it's still a challenge to find exactly what you want when you can't touch what you're looking to buy. That's another one of the many reasons, our employees at the shop are here! We can check to see if an item is in stock, fill you in on when new items will be listed, or send you additional photos and descriptions of the glass piece you are wondering about. The Tako Glass Team wants to make your shopping experience as painless and simple as possible.
Not happy with your glass? Shoot us an email or give us a call and we are more than happy to discuss possible options for returns, refunds, store credit, and exchanges. Just make sure your glass is unused and in its original packaging and we can take it from there. Your happiness is what it is all about and what makes working at Tako Glass so awesome! Struggling to figure out the direction you want to go when you change your mind about glass that you ordered is normal and we want our customers to feel like they have options. Sometimes you have another piece in mind that you want to exchange your current piece for and that works for us. We will issue you store credit once we recieve the piece in the mail.
If your glass gets cracked we are motivated to fix it or find you a replacement of equal caliber. No one wants to be waiting too long for their next smoke sesh! Tako is more than willing to discuss fixing his own creations when possible, or reaching out to another glass artist to see if they can make you a replacement for something you bought from their collection. Tako Glass wants to make sure everyone is stoked on their new pipes and can happily use them at the end of a busy day.
If your orders haven't arrived at their expected delivery date, Tako Glass will look up your order and see if we can figure out what's going on. We will make sure your tracking number is working and help you decipher any shipping updates you might encounter when looking at items on the USPS or UPS tracking page. Once packages are shipped out and leave our shop they are out of our hands, but if there's too long of delay in recieving an order we will make sure to get to the bottom of it for you. This may mean pointing customers to the next steps they need to take, or filing a claim for items that have taken longer than a month to be delivered. We will make sure you recieve your glass piece no matter what!
"Kill them with kindness" is our motto, and our poster hanging on the wall. Tako Glass is exactly what you picture when you think shop small, shop local, shop family owner, because we are here for you! Tako's number one goal is treat our customers like another member of the Tako Glass family, so we hope you all feel valued when shopping our glass.
