incredible customer service
incredible customer service - very prompt and were able to solve my issue quickly and free of charge. Barry, youre a champion. Highly, highly recommend!

The Bong Shop is Australia's largest and longest-running online retailer specializing in bongs and smoking paraphernalia. Catering to a diverse clientele, the company offers a wide range of products, including water pipes, smoking accessories, and cleaning supplies, all delivered with discreet packaging. The Bong Shop prides itself on providing a secure online shopping experience, supporting various payment options such as Visa, Mastercard, Apple Pay, and Google Pay. With a commitment to customer satisfaction, The Bong Shop also features a breakage replacement policy and free standard shipping for orders over $120 Australia-wide. The company aims to meet the needs of both casual users and dedicated enthusiasts, ensuring that customers can find quality smoking products and accessories conveniently from the comfort of their own homes.
The Bong Shop generally receives positive feedback for its fast delivery and good customer service, with many reviewers appreciating the wide variety of products available at competitive prices. Customers frequently highlight the discreet packaging and the quality of items received, noting that their orders arrive promptly and as described.
However, there are significant concerns regarding order fulfillment, with numerous complaints about receiving damaged or incorrect products, and a lack of communication from the company when issues arise. Some consumers express frustration over double charges and unresponsive customer service, leading to a sense of distrust. Despite these issues, the overall sentiment remains favorable, with many satisfied customers returning for their needs.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 4.2 | 998 | 100% | — | ● Low |
Monthly average rating from reviews written by people · latest review May 2025.
| Month | Average | Reviews |
|---|---|---|
| Jul 24 | 5.0 | 1 |
| Aug 24 | — | 0 |
| Sep 24 | 5.0 | 1 |
| Oct 24 | 1.0 | 2 |
| Nov 24 | 5.0 | 1 |
| Dec 24 | — | 0 |
| Jan 25 | — | 0 |
| Feb 25 | — | 0 |
| Mar 25 | — | 0 |
| Apr 25 | — | 0 |
| May 25 | 5.0 | 1 |
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 500 most recent reviews.
“Shipping was expensive but its okay because the speed of delivery and quality of the product were more than satisfactory”
“Place has ZERO customer service”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Shopping & Fashion.
| Company | Overall | Legit | Delivery | Service | Quality | Trend | Reviews |
|---|---|---|---|---|---|---|---|
| 4.2 out of 5 (good) | 100 out of 100 | 4.5 out of 5 (good) | 4.4 out of 5 (good) | 4.0 out of 5 (good) | — | 998 | |
| 1.3 out of 5 (poor) | 100 out of 100 | 1.2 out of 5 (poor) | 1.2 out of 5 (poor) | 1.2 out of 5 (poor) | — | 1,000 | |
| 2.9 out of 5 (fair) | 100 out of 100 | 1.3 out of 5 (poor) | 2.5 out of 5 (poor) | 1.9 out of 5 (poor) | +4% | 1,000 | |
| 4.9 out of 5 (good) | 100 out of 100 | 4.9 out of 5 (good) | 5.0 out of 5 (good) | 4.9 out of 5 (good) | +2% | 397 | |
| 2.6 out of 5 (poor) | 100 out of 100 | 2.7 out of 5 (poor) | 2.2 out of 5 (poor) | 3.0 out of 5 (fair) | +12% | 368 |
Bottom line: The Bong Shop is #2 of 5 on overall rating in this group. On quality, Red Run scores higher (4.9 vs 4.0).
500 reviews of The Bong Shop. Filter by what matters to you.
incredible customer service - very prompt and were able to solve my issue quickly and free of charge. Barry, youre a champion. Highly, highly recommend!
Good on Barry good service!
I emailed the company in regards to a product with a few different designs requesting that I could get one of each design as I ordered the amount that was correct and they swiftly replied and I got exactly what I wanted, great service, quick shipping, couldn’t be happier !
Received our Bonsai Glass pipe as promised with quick no nonsense shipping. Pipe looked great, filled it up used it one night. Next morning pipe juice everywhere. Dropped Barry an email, he replied promptly using text book company policy. Photo was requested by Barry in order to verify damage. Wasn't impressed felt like I was being accused of dishonesty. Let him know that I wouldn't be sending a photo and would never purchase again from them. Barry returned my email with a great response and I supplied a photo. Next day I was notified of pending delivery, checked emails and a great email from Barry letting me know a replacement was on its way! Now that's impressive in this day and age. Barry your due diligence, honesty and prompt replies have ensured I will purchase happily from TBS again. Job well done! Barry you are worth more money! Cheers Andrew Hewes
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After receiving my Ghost MV1 Vape in late January, it didn’t seem to be working - the battery wouldn’t hold charge even after charging over night and would flash the error sequence whenever I went to use it. I contacted the returns department who were very helpful and sent me a return label. I sent it off about 2 weeks after I had received it. I then didn’t hear back from them. So I emailed them asking for an update, and included my order number in the subject line. I then got a return email asking for my order number so they could “track [my order] down with [their] warehouse team” . I then returned their email that same day and didn’t receive a response. I sent another email a week later and then another email the week beyond that. It has now been another week after I sent my last email and STILL HAVEN’T RECEIVED A RESPONSE. I don’t even care about the item anymore I just want my money back. I expect an update ASAP.
Very impressed with delivery time the four times I have purchased from this company. Good quality products sold and there has never been any items damaged or missing, packaged well and taken care of during delivery.
Fast and Easy to navigate website, Huge range of items, covering all basis from Rolling papers to vaporisers!!! The prices are very competitive but the one thing that made me want to give a review was the rapid response time in receiving my order,then dispatching it and with express postage I had my new items within 24hrs of purchase, less than a day before I got them, unbelievable!!
ordered and delivered before the expected date
Very easy to deal with felt genuine Very Helpful and above all u git what I wanted.
Asked for extra wrapping for safety, they did that for all items. Super friendly customer service tho. Wack about SA laws tho.
Came super quickly and was really nice! Only possible complaint to make would be that it’s too big!
The Bong Shop is Australia's largest and longest-running online retailer specializing in bongs and smoking paraphernalia. Catering to a diverse clientele, the company offers a wide range of products, including water pipes, smoking accessories, and cleaning supplies, all delivered with discreet packaging. The Bong Shop prides itself on providing a secure online shopping experience, supporting various payment options such as Visa, Mastercard, Apple Pay, and Google Pay. With a commitment to customer satisfaction, The Bong Shop also features a breakage replacement policy and free standard shipping for orders over $120 Australia-wide. The company aims to meet the needs of both casual users and dedicated enthusiasts, ensuring that customers can find quality smoking products and accessories conveniently from the comfort of their own homes.
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