ComplaintsforSmoke Cartel

• Initial Complaint

  12/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered and paid for the shipping insurance. When my package didn't arrive instead of assisting me they simply issued a refund and refuse to answer the phone. Their customer service was disrespectful and made choices for my order without ever consulting me. They claim international shipping but won't stand behind the claim.

  Business response

  12/23/2023

  Hi there,
  
  We appreciate you taking the time to communicate your concerns with us.
  
  It seems you placed an order to ****** and the package got lost in transit.
  While trying to file a claim, you encountered some technical issues. Our support team wanted to get this resolved for you as quickly as possible given how, reasonably, frustrated you were. Unfortunately, it seem that our resolution of instantly issuing you a full refund was not satisfactory for you. We receive a high volume of calls, therefore our phone support is difficult to reach. Seeing how you requested phone support we were able to schedule a callback to better understand your issue.
  
  At the moment, we are trying to coordinate our shipping method to ensure our ability to have a package sent to you as requested. Once we confirm our ability to fulfill our service for you, we will invite you to place a new order at a discount.
  
  We know that this was not the ideal experience, and we assure you that we are doing everything we can to optimize our service to guarantee a smooth experience for all customers regardless of location.
  If there's anything else we can assist you with in the meantime, please don't hesitate to reach out.
  We hope your day only gets better from here :)
  

• Initial Complaint

  10/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed two orders with this company on or about 9/21/23. There has been nothing but shipping/delivery problems. This item "Stash Box" has never been delivered and is still showing as in **********. I have complained to the company but only get empty promises.

  Business response

  10/03/2023

  Hi there,
  
  I hope this message finds you well. First and foremost, please accept our sincere apologies for the inconveniences you've experienced with the recent orders you placed with us. Your satisfaction is our utmost priority, and we're committed to addressing your concerns promptly.
  
  After reviewing your orders and tracking information, I'd like to provide a detailed update:
  
  1. Orders Placed on September 21st:
    #1 - Two items were fulfilled in separate packages on September 22nd and have been successfully delivered.
    #2 - Order was fulfilled on September 26th and is currently in transit. According to the tracking information, it is expected to be delivered by October 7th.
  
  2. Replacement for Damaged Item:
     - We're glad that the replacement item we sent for the damaged product has been delivered to you on September 30th. We appreciate your patience and understanding during this process.
  
  Regarding **************" item that appears to be delayed, we understand your frustration, and we share your concern. Please be assured that we've been actively monitoring its progress in transit. While we await the updated tracking information, we want to reiterate our commitment to ensuring that you receive your order as soon as possible.
  
  We sincerely apologize for any inconvenience you've faced during this experience. We take your feedback seriously, and we're actively working to improve our shipping processes to prevent such delays in the future.
  
  Should you have any further questions or require additional assistance, please don't hesitate to reach out to our customer support team. We are here to provide you with any necessary updates and address any concerns you may have.
  
  Once again, we apologize for the inconvenience you've encountered. Your satisfaction remains our top priority, and we appreciate your patience and understanding as we work to resolve this matter to your satisfaction.
  
  Thank you for choosing Smoke Cartel, and we look forward to serving you better in the future.
  

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  An order was placed with this company. The wrong item of $80 less value was sent. I received the correct item over a month after purchase only to be defective. Smoke cartel has went awol and not help leaving me with a $120 defective item. Now 6 weeks are gone and $120 spent on a defective item only to be led along and then nothing from them. Please help.

  Business response

  08/19/2023

  Hi there,
  
  We sincerely apologize for any inconvenience you experienced regarding the defective item you received. Your satisfaction is of utmost importance to us, and we appreciate your patience throughout the resolution process.
  
  To ensure the best possible solution, we requested a video showcasing the defect. After thoroughly reviewing the information you provided and conducting an internal evaluation, we determined that the defect was indeed present.
  
  Given our commitment to quality, we conduct these assessments on a case-by-case basis, especially for electronics, as they come prepackaged from the manufacturer. We appreciate your understanding of this approach.
  
  We're pleased to inform you that we've accepted the defect and have promptly issued a full refund, as per your request. This refund has been processed, and you should see the funds reflected in your account within the standard processing time.
  
  Once again, we apologize for any inconvenience this situation may have caused you. Your feedback helps us continually improve our services, and we're grateful for the opportunity to make things right for you.
  
  If you have any further questions or concerns, please don't hesitate to reach out directly. We're here to assist you.

• Initial Complaint

  08/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently made a purchase from Smoke Cartel during their 420 sale, hoping to take advantage of the discounts. I specifically requested in the order notes that if my desired color, Honey/Topaz, was not available for the Pulsar Drop Down Bee Dab Rig, the order should be canceled. Unfortunately, my request was completely ignored, and I received a hideous black color rig that had nothing to do with what I wanted. Immediately, I reached out to the company via email, seeking a solution. However, I was met with silence and no response whatsoever. Feeling frustrated and left with no other options, I decided to file a dispute with my bank, as Smoke Cartel had wrongly withheld my money and didn't even provide a return option. To my disbelief, I received a letter from my bank stating that they would not be proceeding with the dispute, essentially allowing Smoke Cartel to get away with scamming yet another hardworking customer. I have been a repeat customer of Smoke Cartel in the past and have even recommended them, but after this experience, I can no longer do so. The lack of decent customer service and the company's unwillingness to address and resolve my issue has left me extremely shocked and disillusioned. I expected better treatment as a valued customer, but it seems Smoke Cartel is more interested in making a quick buck than prioritizing customer satisfaction. I will be taking my business elsewhere in the future and advising others to do the same.

  Business response

  08/19/2023

  Hi there,
  
  We deeply regret any misunderstanding and frustration you've experienced in this situation, and we want to ensure a clear understanding of the circumstances.
  
  We understand your preference for a specific color, and we do our best to accommodate these preferences whenever possible. However, due to the nature of assorted color items, we communicate upfront that we cannot guarantee color choices. We have it mentioned in the product page as well as in multiple pages during the purchase process.
  
  In response to your note requesting cancellation if the preferred color isn't available, our fulfillment team made every effort to fulfill your request accordingly. Regrettably, an item in a different color was inadvertently shipped due to availability constraints.
  
  Upon receiving your concern, we promptly reached out to clarify our policies and the situation. We sincerely apologize if this solution did not align with your expectations. Our aim is always to ensure a smooth experience for our customers while adhering to our established policies.
  
  We understand your desire for a full refund without the restock fee, and we want to emphasize that our return policies are designed to maintain fairness and consistency across all transactions. We appreciate your understanding of this aspect.
  
  We're genuinely sorry for any frustration you've encountered during this process. Our intention has always been to provide the best service within the framework of our policies. If there's anything else we can assist you with or if you have further questions, please don't hesitate to reach out directly.
  
  Thank you for bringing your concerns to our attention, and we hope for the opportunity to serve you better in the future.

• Initial Complaint

  06/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On April 27 2023 I made a purchase online for a rig in the amount of $473.64. I still havnt received it I emailed them and told them. My order number is ****** . Tracking number is **********************.

  Business response

  06/09/2023

  Hi *****,
  
  As per the tracking number you can see that the package was delivered on the 1st of May.
  It seems that your package was lost after delivery. We're sorry that you were unable to receive it.
  
  Our team conducted multiple investigations to try and locate your package and we were going to send you a replacement. However, you chose to receive a refund instead and we issued one accordingly.
  
  Please be advised that the refund does not include the amount of the Route Package Protection which is the shipping insurance you added to your order that covers situations like these.
  
  Let us know if there's anything else we can assist you with.
  Have a wonderful week!

• Initial Complaint

  01/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order 10 days ago on the Smokecartel website and I received part of my order within 2 days. I contacted the company to see where my other half of the order was and they replied that they will check for me. After a few days I emailed again and no reply. I attempted to call twice but it went straight to voice-mail. I just want my money back, Smokecartel customer service is nonexistent. I spent $100+ on their website but am unable to get a reply on the location of my shipment. Attached is my order, the phone log if my attempt to reach out to the company twice through phone call and a few emails.

  Business response

  01/30/2023

  Hi there,
  
  We apologize for the delay in processing you experienced. To ensure speedy fulfillment we utilize multiple warehouses and can split an order into multiple packages to avoid a long shipping queue.
  
  We responded within 15 mins of your first email, and our support team followed up every day with our fulfillment team. 
  
  The warehouse where your final item was being shipped from had a slight backlog which resulted in the shipping to take 7 business days, therefore we upgraded your shipping method at no additional cost and you received the rest of your order on the 20th of January (10 business days from when you placed the order).
  
  We understand how frustrating it is when you place an order online and it takes longer than the estimated average.
  Our support team are always here to help, and we hope you enjoy your new Smoke Cartel loot! ;)

• Initial Complaint

  12/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered an item that I never received. I numerous times have tried to get ahold of the company and they have failed to respond back. Via phone or email zero responses. Please refund me.

  Business response

  12/31/2022

  Hi there,
  
  We hope you are having a wonderful holiday season.
  
  We're sorry we were unable to deliver your package in time for Christmas. Unfortunately due to the holiday rush, our processing and response times have increased slightly. 
  I took a look at your correspondence with our support team and I see that your order has been canceled and fully refunded.
  
  Again we apologize for this inconvenience and we hope to have the opportunity to make it up to you in the near future.
  
  Happy New Year :)

  Customer response

  01/04/2023

  [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:

  Hello I just wanted to notify you that they finally processed my refund. I still would not recommend this company due to all the hassle to have the refund processed. Also reading all the comments and complaints it’s a continuous cycle with them. 

  Regards,

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

   

• Initial Complaint

  12/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a Volcano Hybrid from Smoke Cartel the day after black Friday. This was part of a larger order but they shipped this piece, the most expensive item, separately. The item arrived to my town and then was returned to sender - by a request from the sender. I have been unable to reach anyone by phone and upon submitting an email I received a response that I would have to go through the "Route" package insurance that was apparently part of my order (nit something I even recall ordering). There is nobody you can speak to at route it is all app based and when I did access my order it was ineligible because it has been a month since the return to sender was issued - I waited weeks for a response. This appears to be an insurance scam being carried out by Smoke Cartel.

  Business response

  12/31/2022

  Hi there,
  
  We appreciate your patience and cooperation during this whole ordeal.
  
  I have taken a look at your order and I see that your order was split into 3 packages. Our system automatically assigns the fulfillment locations to minimize the processing time. Your first 2 packages were sent out and delivered without an issue, while the 3rd package seemed to have an issue.
  
  You reached out to our support team saying that the zip code was changed to your billing address rather than your shipping address, and that a return to sender was requested. Unfortunately that was a little confusing for us as the shipping address on your order was the same as the billing address. In addition, your package was out for delivery on December 3rd and the tracking shows that the zip code was correct, however for some reason the delivery was not complete and the package was sent back. 
  There was no communication from our end to recall the package, in fact we were attempting to see why the package was being sent back. We assumed that it was lost in transit hence we directed you to file a claim with the package protection service we offer.
  
  You chose to file a chargeback, which we completely understand giving the confusion and misunderstanding of the situation. Therefore, we have not contested the dispute with your bank and you should have the refund in your account.
  
  Again, we apologize that his happened. We hope that you understand that we were only trying to help and we are unsure what caused this issue to occur.
  
  We hope your weekend only gets better from here.
  Happy New Year! 

• Initial Complaint

  12/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Monday Oct 31st. I ordered 2 glass peices from Smoke cartel on October 31st. The first glass product came in perfect condition and on time. The second peice of glass was delivered broken. I asked them to shoulder the cost to send a new one. I ended up having to pay the customs fee from *** that I did not need to pay the first time. Mind you they said they would shoulder the second re-delivery. They responded to my email after I had paid for it to be delivered. This product also came broken. They did not change anything to make the packaging more safe for the product. Since the second delivery I have been waiting for my refund. I even went through with *** and sent back the product for review. Still nothing. Smoke cartel refuses to respond to any of my emails. They took my money and just ran with it. Numerous bad reviews of the same issue has been made. It seems like they are banking on the fact that the customer would give up after they dont respond to thier customers, take their money and give them the cold shoulder.

  Business response

  12/31/2022

  Hi there,
  
  We appreciate your continued patience and understanding.
  
  Due to the holiday season, it took us a little longer than average to get back to you.
  Your order arrived with a damaged item. We take extensive precaution to minimize the risk of such an event but given the delicate nature of the products we sell, shipping accidents occur on occasion.
  We had a replacement added to the system and as per your request we wanted to speed up the shipping and upgraded you to ***. Unfortunately when shipping with *** they had to get it through customs unlike ****. 
  
  We were just as frustrated as you when you reported that the replacement also arrived damaged. 
  We were about to send another replacement before you notified us that you prefer a refund instead.
  
  It took us some time to get the refund requested approved and issued as it was during the Christmas holiday, however we were able to get it issued today.
  
  Again, we apologize that this has happened, and we hope we can make it up to you in a future order.
  Happy New Year!

• Initial Complaint

  12/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 2 weeks ago. Despite 2 day shipping guarantee—nothing has been shipped. I have called and texted countless times at all hours of the day and no response.

  Business response

  12/04/2022

  Hi there,

   

  We're sorry for the delay you experienced.
  Unfortunately it seems that your order was out of stock and the product was discontinued so we would not have been able to place one in back-order for you. We would be able to substitute it with another item, or offer you a refund. As per your request, a full refund was issued.
  
  Again, we apologize for this less than satisfactory experience. We perform regular inventory counts to minimize such situations, but unfortunately sometimes the count goes out of sync or an item is damaged during fulfillment.
  
  We hope your day only gets better from here. If there's anything we can help you with, please don't hesitate to let us know.
    

*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. ↩