Complaints

• Initial Complaint

  01/30/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Type in customer review of this company and you will see the kind of company you are getting ready to buy from. I wish I did that before buying from them. One of the biggest complaint is they ship you what ever they want as long as it looks like what you ordered. Why this company is forcing something down your throat and telling you to deal with it is beyond me. I have given them every chance to fix this and honor what they did to me is they chose to keep s******* me over. I turned it over to my bank's fraud ***** they refunded me my money with in 5 minutes, problem solved and I don't have to deal with their BS any more. When you start stealing from your customer you will only go down hill.

  Customer response

  01/30/2025

  Smoke Cartel

  Business response

  01/31/2025

  Hi there,

   

  As we've indicated via email, it is mentioned multiple times in the product page that "The pipe ships in varying colors, depending on availability. "
  We do not have the option to choose the color nor leave a preference when placing an order for this piece.
  
  You reached out to our support team saying you did not receive the color you ordered. Our team mentioned that these come in assorted colors and you can't pick the one you like. However, we were still happy to exchange it with one that you liked as long as it is available. We first asked for a picture of the unit you received and you sent us showing that it was already used.

  As per our policies which can be found here: **********************************************************
  "We accept returns on all unused products, as well as electronics within their original, unopened packaging, up to 30 days after the order has been placed. If the product has been used, even just once, we cannot accept the return."
  
  After careful investigation, we have concluded that your order arrived as per the description and product images. In relation to our customer support team's decision in, we find that they have followed our policies accordingly. And although they wanted to go above and beyond to get you the color you wanted, they were unable to do so due to the original piece being used. 
  
  Thank you for choosing to shop with Smoke Cartel, where order accuracy is extremely important to us and we use our product descriptions to ensure expectations are set and met.
  Have a great week ahead!

  Customer response

  01/31/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22878820

  I am rejecting this response because:

  Regards,

  ******* **********

  Customer response

  01/31/2025

  It is out of my hands. *********** will handle from here on out. Thank you for your help on this subject. ****** has already refunded the money to our account.This company treats it customers like c***

  Customer response

  01/31/2025

  Please stop all proceedings and email. Our bank has taken control of this matter, refunded me the money. Let them go after them, they will get their money.

• Initial Complaint

  01/15/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered #****** on January 2 this year. I reached out to the vender multiple times receiving the same answer. There was a issue with the system and it would be took care of in a few days. I still have not received any tracking and customer service is ignoring the issue. When I asked the first time it should have already been fixed after the problem was brought to attention. I just want what I ordered. The website shows speedy times if you hurry up and ordered it will arrive by. Almost seems like it's a ponzy scheme. Take people's money and don't do anything until they complain. I just want what I ordered. It has been basically 2 weeks not even shipped. Nobody reaching out to me to even let me know there was a issue. Horrible business practices

  Business response

  01/16/2025

  Hi there,
  
  We're terribly sorry for the processing delay you are experiencing, and we completely agree that this should have been resolved from the first time you reached out to us.
  Unfortunately at the moment we seem to be having some issues with certain vendors, the item you purchased is listed by the manufacturer and they are handling fulfillment. 
  
  Although the issue has been resolved, it seems the orders affected did not automatically get updated in the system and will have to be recreated.
  I have reached out to you directly with a new estimate to see if you would still like to receive your order or get a full refund.
  
  We apologize deeply for this error and the inconvenience this has caused you. 
  We've got your back and will get this sorted out and compensated ASAP!

  Customer response

  01/16/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

  ******** ******

   

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Asked to return a product for store credit. They sent me another of the same product instead. When I first contacted them they got right back to me, but when I told them they made a mistake they never bothered to respond. I tried calling, texting, and email. They refuse to get in touch with me. They are obviously ignoring me on purpose at this point.

  Business response

  11/10/2024

  Hi there,
  
  We're sorry that the product did not meet your expectations. We are conducting a full investigation to understand the source of the issue as our team did not direct you to our return portal where you could have initiated your return, nor did they send you a return label manually. We believe that there was a misunderstanding at some stage since you report that a replacement was sent out instead.
  
  We've issued you a full refund for the item you wanted to return and we hope you enjoy the 2 units you received as compensation for this frustrating mishap.
  
  We hope your day only gets better from here.

  Customer response

  11/19/2024

  Yeah, the company gave me a refund, but I  had to go through you to get a response. They made it right because they had to, not because they should. I was going to reply to you sooner, but I  didn't have a pen in my car to write down that ridiculously long code. I'm busy and this is not my job, so I shouldn't be expected to reply immediately before you close a complaint. It's really dumb to post that I failed to reply because you're so impatient. 

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order on 9-3-24 order number ******. After a couple weeks I tried emailing and calling them asking where my items were. They took my money but never sent the item or replied back to me.

  Business response

  12/09/2024

  Hi there, We are terribly sorry for the fulfillment delay you experienced. Unfortunately the item you ordered is offered directly by the vendor on our website. We tried to reach out to them several times in order to get an ETA for you but were unsuccessful. Weve reached out to you with alternative options that we can ship out to you. Its possible that our support emails got lost in your spam or promotions tab. Take a look there for emails from ********************************** and you should find our recent email. We hope you take a look at our recommendations, and find something that you like. As weve expressed in our correspondence, we can issue you a full refund if you prefer, but we hate to see you go unsatisfied and would love it if you could give us the chance to make this up for you. If you have any questions or concerns, please dont hesitate to reach out to us directly, were always happy to help.

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a water pipe that does not work. The company advised I would get a credit card credit and they told me to discard the product. This company refuses to provide me with a credit despite numerous emails.

  Business response

  10/13/2024

  Customer reached out complaining that the bowl fit the downstem that it would not slide out when it gets pulled with one hand (he would have to use his other hand to keep it steady while the other hand pulls it out). Functionality was not affected.

  The customer's complaint was not deemed as defective, however, our team did not want the customer to be frustrated and sent a replacement package with a new bowl and downstem. 
  
  We informed the customer that a replacement was sent out and that we would not request a return of the items he already received.
  In the email informing the customer we listed the items in the package to show that we would be sending the normal kit that comes with the bong he ordered, as well as an extra herb bowl that has a slightly different style. 
  
  There was not an email informing the customer that a refund would be issued. Only a replacement bowl and downstem. 
  

  Customer response

  10/15/2024

  After complaining about the defective product, the business emailed me to discard or give the item away. That is after they said a credit would be forthcoming. 

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have ordered from this company a few times and was satisfied with the products and service. I recently placed a new order and have not received it. I have left several voicemails and sent several emails and they have not responded.

  Business response

  10/13/2024

  It seems there was an issue with the delivery of this package. The tracking number showed the package being out for delivery, then forwarded to be returned to sender, then it was delivered to a 3rd address completely. 
  
  We're sorry for this shipping mishap, we wish there was something we could do to resolve this. We've issued a full refund to the customer as the package cannot be located.

   

  Customer response

  10/14/2024

  Update, Smoke Cartel issued a full refund so I would like to close the complaint.

   

• Initial Complaint

  07/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I received a broken product from them and contacted them for a replacement. They were very slow to respond but eventually they sent me a replacement (after I had to pay for return shipping out of pocket for the original product) and the one they sent me was also broken. Now they won’t respond to any of my emails at all. I’m furious. Out nearly 200 hindered dollars for nothing.

  Customer response

  07/16/2024

  They reached out a couple hours after I filed the complaint by email, to let me know they are waiting to hear back from the company that makes the product. I will update if we manage to come to a resolution.

  Business response

  07/25/2024

  Hi there,
  
  Thank you for your continued patience and cooperation during this whole ordeal. Unfortunately, electronics come pre-packaged from the manufacturer and we are unable to quality check them ourselves. However, once a unit is reported defective we immediately send pictures or videos to the manufacturer to get it replaced right away. 

   In your situation it took a bit of time for them to review the videos we sent them. And to make things more frustrating when you received a replacement, it also came with a defect. 

   We understand your choice to get a refund rather than another replacement and we have issued a full refund as per your request. We are also reimbursing you for the additional shipping fees you have incurred during the reviewal phase.

   Thanks again for your understanding.
  If there's anything else we can assist you with in the meantime, please don't hesitate to let us know.
  Have a great day :)

  Customer response

  07/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

  ******* ********

   

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order for two item from the smoke cartel website. I received one with no issues. The other one was never received and it showed refunded on their site. The order number is ****** and I paid insurance for bother orders. I have called and emailed them multiple times to no avail and the money has never been deposited back to my account. If needed I can produce copies where they took the money but nothing has returned. I would just like my money back so this doesn't have to go any further. If this doesn't solve the problem I will have no choice but to file a suit with the courts.

  Business response

  05/23/2024

  Hi there,
  
  We've processed your refund and it should reflect back into your account within a few days.
  
  We're terribly sorry for this incident. It seems that there was a broken connection between the fulfillment and support system. Therefore your item was cancelled and a refund was attempted to be issued. Due to the broken connection you did not receive any communication of this nor was our support team aware. We've located this issue and our IT team are working on getting it resolved as quickly as possible.
  
  It also seems that you tried to contact us multiple times but nothing shows up in our system, it was only your final email that made it through.
  Customer experience is our priority and as such as we are looking into your entire interaction with our team to locate areas of development and improvement. We appreciate your cooperation in providing us with further details regarding your communication attempts.
  
  Our live chat support provides instant support with our agents, when they are unavailable you can fill our contact form or reach out to our email directly (***********************). 
  Phone support is available, however, our lines get busy quickly and unfortunately a lot of are tele-sales calls. We love to have direct contact with our customers which is why we provide a wide range of communication channels.
  
  We've always got your back, and happy to help. 

  Customer response

  05/30/2024

  This has been resolved and you can close the case. Thank you for your time and consideration.  

• Initial Complaint

  05/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  i ordered a vlab halo2 smart e-rig in purple order #****** I live in ******* ****** and have sent several emails asking where my package is to no avail. I would like to know where it is and when it is coming?? The order was placed on april 18 2024 and I have heard nothing back from them as the tracker does not work. Why tell people 3=5 days shipping if its not true.. If it is stuck in customs then ok but where is it.....

  Business response

  05/12/2024

  Hi there,
  
  We're terribly sorry for the shipping hiccup you experienced. We're happy to hear that you received your order and enjoying it.
  
  We hate that you didn't get to experience the high Smoke Cartel standard of service. Our support team did their best to ensure you receive your order and get compensated for the frustrating incident.
  
  Don't hesitate to reach out to us with any questions, concerns or anything at all. We're here to help :)
  We hope you have a great day.
  
  

• Initial Complaint

  03/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered from them and they said that they returned the shipment to sender due to incorrect number, but I get mail at this address all the time. I've tried to email, ******** message, Instagram message, call--all of the things and they have not responded and I just want my purchase.

  Business response

  04/20/2024

  Hi there,
  
  We're sorry to hear that your package was not successfully delivered, it seems the tracking showed there was an error in the shipping address.
  
  We've received you package back at our warehouse and reached out to you to confirm the address and format so we can send it out again. It seems you have missed our emails.
  The latest email we sent was on April 11th. Could you check your spam and/or promotions folder for it to verify the address and confirm the reshipment?
  We'll also send you a follow-up email now to hopefully make it easier to find.

  
  We also have not been able to find any support tickets from your account, could you double check that you were sending them to **********************************?
  If you're unable to find our emails, please try using our live chat service on our website.
  
  Looking forward to hearing back from you so we can get this all fixed up!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩