ComplaintsforSmoke Cartel
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Complaint Details
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Initial Complaint
05/03/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
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
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!Initial Complaint
03/18/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
So I’ve received *y order and it ca*e da*aged. I’ve been trying to reach the* every day since. I’ve e*ailed and texted and called and left voice*ail *essages. I could never actually speak to anyone and I’ve never gotten a response back. Very disappointing when you’re spending your *oney to receive da*aged goods and no one will reach out to you. I hate it had to co*e to this but so*ething needs to be done. It’s very frustrating and unprofessional.Customer response
04/01/2024
They e-*ailed *e back on ***** **** about *y order.Initial Complaint
03/06/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Purchased Jane West Mint Spoon on Feb, **** for ****** Order #****** Arrived on Feb, **. I noticed it was made in China. I thought it was made in USA, so I wanted to return pipe. I tried to return online, but the return portal kept timing out. After about 30 mins of frustration, I called Smoke Cartel (SC). Voicemail. I logged on and got a live chat. On live chat they advised me to try the return portal at they said they had no problem loading the portal. I tried this for abou* ** minutes with no luck. Then for the next ** minutes the SC rep had me send photos of the pipe and packaging and assured me the return would be handled. After a week or so, I had not heard back. I logged back onto the SC site and checked the return portal and saw that it was now operational. I then initiated my return again (?). I received a return USPS shipping label the cost of which was taken out of my credit which I printed, attached to the package and dropped off at the post office. I received a confirmation from the USPS on Monday, March * that the package had been delivered. I have not received any communication from SC. I reached out via live chat and was summarily rejected again from customer service.Initial Complaint
03/01/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
The company collected their money and never delivered the product.They are also impossible to contact by any means. They never respond to email or messages.I do have their email confirmation of my order.Initial Complaint
02/22/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Ordered 02/08/24. received small portion of order. Large portion of order has no tracking or been received. No response after multiple attempts, email, texts, and phone calls. absolutely no customer service response. Absolutely terrible way to be treated as a customer.Customer response
03/08/2024
order was received. not happy with the customer service but my shipment finally arrived.Initial Complaint
02/14/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I received a piece that was ordered from Smoke Cartel on Wednesday 02/07/2024. As soon as it was picked up out of the box, still in the bubble wrap, you could hear little glass pieces moving around as if they were loose. After unwrapping it, the piece was broken and completely unusable. I have called 2 times, texted with pictures, and emailed with pictures with absolutely no response for the past week. I would like a refund as I cannot use the item broken.Initial Complaint
02/14/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I placed an order online that I had returned. I was in clear communication with the support team about the return heading back to the warehouse. The package was listed delivered on 2/8/24. I sent two messages relating to my return and no response. My order number is ******* Id like the total of ***** to be returned back to my original cardInitial Complaint
01/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered an vlab halo v2 smart e-rig for $116 on December 31st, on January 3rd **** it shipped supposedly, no shipping updates have came as of Jan 11 ****. **************** is a joke, they escalate the concern to management and then a generic email gets sent to you about how they are sorry and send the same tracking number back and say good luck practically. I want my money back this is unacceptable and seems to be very scammishBusiness response
01/23/2024
Hi there,
Thank you for your patience and understanding during the holiday season. It seems that the high volume of packages resulted in order getting delayed or lost in transit by shipping carriers.
We have fully refunded your order as it seems the package got lost in transit. We know how frustrating this experience has been, we were having constant communication with ********** DHL and ***** during this period in efforts to resolve the up-rise in shipping issues and ensure products get safely into our lovely customers' hands.
We're sorry that you package was not delivered, we would have hoped you would accept a replacement package to show you how amazing the Halo V2 is.
Again, I am so sorry. I know we were not meeting our own standards for customer care or shipping at that time.
We hope to have the chance to see you again and prove to you that this is an outlier compared to our high Smoke Cartel experience.
We are very sad to see you go, and again, I apologize that this happened.Initial Complaint
01/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 1/3/2024 I ordered something from Smoke Cartel. At that time, I was informed that I would have my order delivered by 1/5/2024.. I received a tracking fairly quickly, but that was it and no updates at all presently! No ETA still.. Only 2 emails stating that if I didn't receive the package by Friday the 12th, to inform them and MAYBE they could send me another package!... Maybe??!! Their customer service is close to non-existent!! They are very uncoordinated and unprofessional!! So much so, that I don't want to deal with them anymore, I just want a refund..Thank you for your time.Sincerely,***********************Business response
01/14/2024
Hi there,
We greatly appreciate your patience during the slower than normal shipping time.
Your order was delivered on the 11th of January according to the tracking number provided.
Here's a quick timeline of your order and our interactions, let us know if we got all your messages: (dates may be different due to time zone differences, we're in EST)
4th of January: You placed the order at 2:32 am - you later reach out to amend a typo in the shipping address which we respond to right away.
5th of January: Your package is sent out and a tracking number is provided. You reach out in 2 separate emails asking about your package as you expected it to be delivered today. We are unsure how that estimate was given to you as our processing time is 1-3 business days while our shipping speeds range between 2-5 business days.
6th of January: You reach out again, in an understandably frustrated tone given that you expected to receive the package on the 5th. We start escalating your concern and reaching out with **** as the tracking does not show any updates.
8th of January: We received a response from **** informing us that they are facing delays, and we relay that information to you.
11th of January: Your tracking number get several updates all at once and shows the package as delivered.
You submitted this complaint on the 12th of January, have you not received your package? Please reach out to us through any of the email threads informing us of this issue and we'll get it resolved for you right away. We have responded to all your inquiries within hours, apart from the final update that took some time communicating with **** first.
Your package is insured, so don't worry, you're protected from any pesky delivery problems.
We're always here to help and we aim to provide the best service to our lovely customers.
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Customer Complaints Summary
42 total complaints in the last 3 years.
21 complaints closed in the last 12 months.