Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/18/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with Bay Smokes on February 26, 2025, for $198. It was two products one $160 and one $30-35. The product I received was extremely poor quality it doesnt burn properly, has bad flavor and no effects, and is not at all what was advertised. It was promoted as high-quality smokable hemp, but the hemp I got is unsmokable. This purchase shows me that this is indeed a fraudulent business as other people were saying.When I contacted customer service to request a refund, I was told they couldnt help me because it was past the 30-day return timeframe . I understand having a policy, but this situation involves a product that is defective and misrepresented, which goes beyond a simple return request.Ive bought from them before multiple times same exact product and had no quality issues like this.Ive been a loyal customer and have spent over $1,000 with this company. I expected better service and accountability. I have also started the process of filing a small claims court case against bay smokes to get my ********* requesting a refund of $160 for the Apple fritter thca micros that did not meet the quality or description advertised. I would prefer to resolve this without having to escalate it farther, but I am ready to continue with legal action if the refund doesnt happen. And order number is #BS247875

  Customer Answer

  Date: 04/19/2025

  I have received a refund this complaint is resolved 

• Initial Complaint

  Date:03/26/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on 03/15/25. The shipping label was created on 03/17/25, and items were to be delivered on 03/20/25. I never received the items as **** stopped updating the package location. I reached out to this company was told they would keep an eye out for the package. I have sent several follow up emails and received no response. I have been a loyal customer and it is so unfortunate for them to not rectify the situation

  Business Response

  Date: 04/14/2025

  Hello,

  Thank you for your email and assistance with this claim. 
  
  This issue was resolved on April 1, 2025 with a reshipment after their order was returned to sender. I've attached a copy of the customer communication approving the replacement, and a copy of the replacement order. 

  Please let me know if you need any other documentation to close this claim. Thank you! 

• Initial Complaint

  Date:02/27/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order 2 half pounds and the package was supposed to been here since 2.21.25 the latest per their website overnight shipping and package is fully insured. I got the package on 2.25.25 and got open the box to get a little f****** vape. Ive reached out them on Tuesday and heard from them only one time and nothing else. No one wants to respond back to me when I spent over $700 like its just free money. I will never order from here again and I want my product or send my money back and dont tell me about a 5-7 business days because you got the money instant and I want my money back that youll couldnt fulfill my order how it was supposed to be and being extra late on the delivery per your website is unacceptable and unprofessional.

  Business Response

  Date: 03/12/2025

  Hello,

  This issue has been resolved. The customer was issued a full replacement. 

  Thank you! 

• Initial Complaint

  Date:02/24/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 7th, 2025 I ordered legal hemp. A tracking label was created on February 11, 2025. When I track the number it states they are waiting for the package. I emailed baysmokes on several occasions and was reassured they would send another shipment out by February 21, 2025 with expedited shipping. I have yet to hear back from baysmokes and would like a replacement or a refund for order number BS237312.

  Customer Answer

  Date: 02/24/2025

  My email received from baysmokes

  Business Response

  Date: 03/11/2025

  Hello, 

  Thank you for your email. Please see the attached documents showing this customer has already received a replacement for their February order, which was stuck in pre-shipment status with ****. The documents will show an order confirmation for a full and complete reshipment, as well as the email correspondence with the customer confirming that was completed for them. 
  
  We kindly update this case to consider it closed. Thank you! 

  Customer Answer

  Date: 03/16/2025

   
  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.
  
  Sincerely,
  
  ****** Edge

• Initial Complaint

  Date:02/12/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a order and they weight was supposed to be 14 grams. They gave me less than half. In the past the bag was always full and correct weight but this time they was screwed me over and didn't give me the correct amount. I already tried to work with customer service but they refuse to respond to my emails except one time asking for more information. 3 days have gone by and no response even after emailing them multiple times. I have them the option to replace the order or refund but they won't and are being shady. I want this resolved.

  Business Response

  Date: 02/12/2025

  Hello, 

  Thank you for your message. 
  
  Please find the complete resolution to this issue attached. The customer was offered and accepted a full replacement. 
  
  Please let us know if you need any additional information to resolve this complaint. Thank you! 

  Customer Answer

  Date: 02/12/2025

  This has been resolved.

• Initial Complaint

  Date:11/26/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed order on 11/25. Used debit card for payment and received an error message. After several attempts I purchased using Apple Cash ($40.07) only to receive 6 duplicate charges for $40.07 EACH on my debit card. I only received a receipt for the purchase made using Apple Cash. I contacted both my bank and the company. My bank advised me to ask Bay Smokes to cancel the sales so the authorization holds on my account would fall off sooner than 3-5 days. I am not wanting to cancel my order, only wanting them to close out the transactions so I can access my own funds. I sent 3 emails and also direct messaged on social media and received no response.

  Business Response

  Date: 12/23/2024

  Hello and thank you for your message.

  This customer made several purchase attempts that were declined by their bank before their order was placed successfully in our system. 

  Their bank placed a hold on the funds for these charge attempts, which is according to individual bank policy and not something we have control over. We kindly advised the customer to reach out to their bank regarding the holds, however, holds do typically fall off on their own in 3 - 5 business days. 

  I've included a copy of the failed transactions for review, as well as a copy of the customer communication. 

  Again, we do not have access to remove temporary holds on a card placed by the bank when a purchase attempt is made. This must be addressed with the customer's bank directly. 

  Please let me know if you need any additional information to resolve this claim. Thank you! 

• Initial Complaint

  Date:10/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased product advertised at 27% and received a product labeled at specifically *****%. These cannabis products values are placed on percentages. I have photos of the store front advertised percentage versus what was received. I reached out to them to get a return started or possibly get some kind of compensation. They have yet to reply other than a $10 off coupon..

  Customer Answer

  Date: 11/14/2024

  Base smokes contacted me offered me several different options as far as promo codes. They finally agreed to give me a $25 refund.

• Initial Complaint

  Date:10/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sold me a moldy product that made me sick and replaced it with same moldy product...I've spent over a 100 Always tipped Now they ignored my request...for a refund on my last order...Not even all of it Mold will kill someone

  Customer Answer

  Date: 10/09/2024

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

  Business Response

  Date: 11/11/2024

  Hello and thank you for your assistance with this issue. 

  We have issued a full refund for the order in question, BS157504, after also providing a replacement to the customer. We have provided the attached documents to show a refund has been issued as well as the replacement for this order. 

  Please let us know if you need any additional information to resolve, or close out this inquiry. Thank you! 

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22400878
  
  I am rejecting this response because:

  I want all my orders refunded

  Or attorney general 

  will
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:07/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with Bay Smokes on 7/3/2024 for the amount of $116.46 the website says they ship within 2 business days and they claim they have 2 business days shipping after the items ship. I contacted this company 7/8 and ask them what the problem was with my order and why it hasnt shipped they ensured me it would ship on 7/10 still no shipping and I then ask for a refund. The company denied my refund and again told me it was about to ship 7/11 still no shipping , 7/12 I reach out again asking for a refund and explained why I was going to dispute the charges they again wouldnt respond 7/13 I file a dispute with my bank after 10 days. 7/15 the create a label and still dont ship until 7/15 after I have already requested a refund and done everything I can to get my money back that this company has held for now 12 days and gave me absolutely no other choice but to wait. If they couldnt honor the shipping and process time they should have refunded my money before they shipped. I will return what ever they shipped me when I receive it However I will not pay to ship it back after I ask many many time to cancel this order prior to shipping because the merchant didnt honor what they advertised as fulfillment time

  Business Response

  Date: 07/23/2024

  We have responded to the customers messages. Their order was shipped on the 13th and delivered on the 17th: *****************************************************************************************

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 22001250
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 07/24/2024

  I placed an order with Bay smokes July 3, 2024 with the understanding that this company would ship my order out one to two business days and understanding it was a holiday. 
  my first line of communication was them was July 8 when I contacted the company and ask when they were going to ship my items out. They reassured me. They would be shipping out then again contacted them July 10 after it had still not shipped out and I asked to cancel the order. They told me it was too late to cancel the order even though they were behind on shipping it and by law, they have to give me the right to cancel. 
  after that, I emailed this company daily asking for a refund with no response and then reach out to my bank to do a chargeback on my credit card that was done on July 13, 2024. I contacted the company and let them know that that had been placed and told them do not ship the order. Cancel the order.

  they then told me that it was already being shipped so they couldnt cancel the order. I have asked multiple times for a label to return this box. The company will not send me a label. They will not send me any other form of communication other than to say, if I can continue to dispute the charges, I can no longer purchase from this company, which I would no longer do anyways.  They Did however, offer me a 20% off for the inconvenience I dont wanna discount I would never do business with this company again. I want my money back I have not open this Box that this company has sent me because I know from the reviews not to. I want to return this, but the company is not giving me any right to cancel or get a refund even though I ask for a refund before they ever ship these items out. After the company took a full 12 days to provide shipping even though their website clearly states one to two days. All they had to do was provide me with a refund before they shipped these items. Therefore, I am not paying to return them. They can send me a label and I will gladly return this box.

  Customer Answer

  Date: 07/24/2024

  I placed an order with Bay smokes July 3, 2024 with the understanding that this company would ship my order out one to two business days and understanding it was a holiday. 
  my first line of communication was them was July 8 when I contacted the company and ask when they were going to ship my items out. They reassured me. They would be shipping out then again contacted them July 10 after it had still not shipped out and I asked to cancel the order. They told me it was too late to cancel the order even though they were behind on shipping it and by law, they have to give me the right to cancel. 
  after that, I emailed this company daily asking for a refund with no response and then reach out to my bank to do a chargeback on my credit card that was done on July 13, 2024. I contacted the company and let them know that that had been placed and told them do not ship the order. Cancel the order.

  they then told me that it was already being shipped so they couldnt cancel the order. I have asked multiple times for a label to return this box. The company will not send me a label. They will not send me any other form of communication other than to say, if I can continue to dispute the charges, I can no longer purchase from this company, which I would no longer do anyways.  They Did however, offer me a 20% off for the inconvenience I dont wanna discount I would never do business with this company again. I want my money back I have not open this Box that this company has sent me because I know from the reviews not to. I want to return this, but the company is not giving me any right to cancel or get a refund even though I ask for a refund before they ever ship these items out. After the company took a full 12 days to provide shipping even though their website clearly states one to two days. All they had to do was provide me with a refund before they shipped these items. Therefore, I am not paying to return them. They can send me a label and I will gladly return this box.

• Initial Complaint

  Date:05/08/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  never received my order I just want my money back filed a support they tell me I didn't add or that I removed route shipping protection but their website doesn't say anything about route shipping protection then the person that was emailing me sent a pic of hella slummped site as if i was stupid and couldent tell the sites apart. I JUST WANT MY MONEY BACK!!!