Know the owner or his brother at least. Customer service is as bad as it gets. Horrible TBH. Staff is lady and unmotivated. Would rather talk to one another or be on their phones. Bought a nice water pipe here. Stem broke. Had it repaired by them. Unfortunately they didn't replace with the same size stem so all of my glass became instantly useless. Had to buy more glass that fit. Stem broke again. Had it repaired again by them. Same story different size again. WTF?! Had to buy all new glass again. Guess what? Yeah. The stem broke AGAIN!!! Not worth it. I'll take my business somewhere that it's appreciated. Owner clearly doesn't care how staff treat people or about quality.