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:03/03/2025

  Type:Service or Repair 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.

  Hello I placed an order with ************************** on October 13th 2024 for a spice grinder in the amount of $17.99 upon receiving my first one it did not work so they told me to keep it and sent me another one that one worked for about 4 months until the charging port for some reason fell inside the unit which is not from using the product that's from a manufacturing defect of it not being made properly it was not soldered properly so therefore it broke and fell inside. Upon contacting the company they replace the first one but now they're refusing to do anything about the second one I've only had it for 4 months they have no warranty and they refuse to reimburse any funds whatsoever the item was only $17.99 I can't see them taking a loss by replacing it or reimbursing me on top of the fact they should notify their customers of that policy prior to them placing an order wish I was not notified of any of this until now so needless to say they're not a very good company I feel that they're selling cheap products ripping people off and they know that they're doing it that's why they don't offer warranties or reimbursement of any kind after a product is used how are you supposed to know if the product works if you don't use it they don't make any sense they're just going in circles you have to use the product in order to know if it works and does what it's supposed to do as advertised they're advertising things that are not what they are when you receive them that is false advertisement on top of the fact that I've never heard of any company not offering any kind of warranty or refund or reimbursement for a product that doesn't work or no longer works after a certain amount of time so I don't know where this company is from I just know there are an online company and something needs to be done about them they either need to offer their warranty and reimbursement for products that do not work or that are broken when you receive them but they don't and I don't think that's fair.

• Initial Complaint

  Date:12/04/2024

  Type:Sales and Advertising 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 from this company, and the item I received was not what was advertised.The I received was different and much lower quality than what is advertised.

  Business Response

  Date: 12/06/2024

  Hello,

  The customer reached out to us regarding an issue with the bowl. We have reached out to him requesting if he wants a replacement. Please note that the customer emailed us approximately 45 days after receiving his/her order, even though our returns/refunds is 14 days. That being said, we are still working with the customers complaint and look forward to rectifying the situation in a solution that is amicable to both parties. 

  Customer Answer

  Date: 12/09/2024

   
  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,
  
  ******* *********

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair 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 made a purchase from their website. Everything I purchased was supposed to be buy one get one free but they didnt give me anything for free. They charged me for everything. I specifically picked out the items I picked because they were buy one get one free. Had I known I wasnt going to get the free ones like they advertised I would have picked out something different. Actually I would not have even purchased anything from them if i had known they were going to do this. Also, I have emailed them multiple times and left a message with absolutely no response from them at all. I did try to handle this without involving anyone else but since they cant respond to me i am filing a complaint with you.

  Customer Answer

  Date: 09/05/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  Date:07/04/2024

  Type:Sales and Advertising 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 paid for a bong that came in with dirt inside the percolator and the pink on the bong was running off when opening the package and inspecting the bong I was timely in my email with in the 14 day return period. When asked for a refund they just simply said they will email a replacement which has not arrive either as I am uninterested and just want the money I paid back from the bong that came defective out the packaging.When I try to reset my password to the same email I created an account with to purchase which is In my recipt looks like it has been disabled since I am not getting any of the email passwords reset from smokeday.Its just frosting since I dont want another bong but just a simple refund All dates, proof and Info are in the supported documents

  Business Response

  Date: 07/08/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience you may have experienced. In alignment with our commitment to customer satisfaction, we have issued a full refund of $49.99 to your original payment method. This action was taken promptly upon receiving your request for a refund, rather than a replacement.

  
  We strive to ensure a positive experience for all our customers and appreciate your patience as we resolved this issue. If there are any further concerns or additional assistance we can provide, please do not hesitate to contact us directly.
  Thank you for your understanding.

  
  Best regards,

  *************************.

• Initial Complaint

  Date:05/30/2024

  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.

  I ordered a water pipe on May 15. Today is May 30 and I still do not have it. It is been lost in the mail at no fault of my own and the company is refusing to replace it even though they said they wouldnt an email or refund me. I just want my money back.

  Business Response

  Date: 06/25/2024

  This complaint is resolved and we have refunded the customer quite a while ago. Unfortunately the customer did not close this complaint. 
  
  Thanks
  The SmokeDay.Com Team

  Customer Answer

  Date: 06/26/2024

  its frustrating when someone doesn't respond isnt it?

   
  
  *******************

• Initial Complaint

  Date:04/19/2024

  Type:Service or Repair 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 ordered a product on this website that was to be arriving before 4/20. It was set to arrive on 4/19. As I have waited awhile for the product I was excited to get it in. I checked my order today and the address, street number, and zip code were incorrect on the package the sender sent. The companies phone number doesnt work and they take a long time to get back to emails. BBB is the only route for a timely response

  Business Response

  Date: 04/29/2024

  Thank you for reaching out and sharing your concerns with us through the Better Business Bureau. I understand how frustrating it must have been to track your package and see it routed to the wrong address initially. This was due to a technical error on ***** end. I'm relieved to confirm that *** recognized and corrected this error promptly, ensuring that your package was delivered to the correct address.

  
  We sincerely apologize for any inconvenience and stress this situation may have caused. It's important to us that your experience with our service is smooth and reliable. If you have any more questions or need further assistance, please feel free to reach out. Your satisfaction is very important to us, and we're here to help in any way we can.
  Thank you for your understanding and patience.

  
  This matter is now resolved. 

• Initial Complaint

  Date:11/10/2023

  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.

  They messed up my order, then proceeded to tell me they would fix it, finally sent me my order after a month of me fighting with them. Then told me I would be getting a refund as well for the problem.i have the email of them telling me that and I had to pay in full for the pay in 4 because I never got the refund. They have been rude and confusing . Also they did not id check me for the purchase which you would need to be 21 or older to order.

  Business Response

  Date: 11/14/2023

  Dear BBB and ******************,

  We are addressing the complaint filed by ****************** regarding her transaction with SmokeDay. Our response aims to provide clarity on the actions taken and our standard business practices.

  ****************** reported an issue with her initial order. In response, SmokeDay offered two resolutions in accordance with standard retail practices: either a replacement of the item or a return for a refund. ****************** expressed her preference for a replacement in her communication on October 25, stating, That would be great, thank you! Is there any way to get the one I ordered?

  In line with her request, we shipped the replacement item on October 31. The shipment details are as follows: Shipped from Main Warehouse, Tracking Number **********************, via **** Ground Advantage.
  

  It is important to note that in retail, it is customary to offer either a replacement or a refund, not both. This policy ensures fairness and transparency in transactions. There appears to be a misunderstanding regarding the provision of a refund in addition to the replacement. We apologize for any confusion caused, but we must clarify that receiving both a replacement and a full refund is not a standard business procedure.
  

  Our goal is to maintain clear communication with our customers. In this situation, we believe we have adhered to our commitment by promptly sending the replacement item as per Ms. ******** request. We have acted in good faith and in line with our policies.

  Customer Answer

  Date: 11/16/2023

   
  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,
  
  ***************************

  Customer Answer

  Date: 11/21/2023

  My problem is not resolved? I was asked would you like to continue the process, my problem was not resolved. I did not get  a refund or anything from this terrible company. Please help me.

  Business Response

  Date: 12/19/2023

  Hello.
  
  This customer had initially opened a complaint which we had communicated with the customer and she agreed to get a replacement which we sent her on October 31, 2023 and then she agreed to our response and the case/complaint was closed. However, the customer again on November 11, 2023 she opened the same complaint with the same reason. We have the proof (I have attached it below) that shows we have shipped her the replacement as agreed by her. Can we please get this case removed as it is impacting our store's rating. If you need anything else please let us know. Thank you!
  
  Regards,
  SmokeDay    
  

• Initial Complaint

  Date:03/07/2023

  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.

  I purchased a water bong just over a month ago from this store. The VERY first time I attempted to use it, two glass pieces separated at a seam. When I contacted SmokeDay, the initial response was "order a replacement part from us for $9.99". The second time I approached them, the response was "it's wear and tear", basically you're ***. Unacceptable responses, both.

• Initial Complaint

  Date:01/04/2023

  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.

  On December 7th I ordered an item from smokeday.com. It was a gift and I patiently awaited its arrival until the day of. It had told me the package was delivered, but returned to sender because the address was wrong. I emailed the sender asking for a new one, and I never received it. I reached out to the business with complaints but they never responded. Extremely unprofessional since I was told Id receive a new item and never did.

  Customer Answer

  Date: 04/26/2023

   
  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. Hi, I wanted to know when this case will be considered as resolved?
  
  Can you **** as resolved please. Or let me know the next steps to get it resolved. 
   
  Thanks
  
  Sincerely,
  
  May ******

• Initial Complaint

  Date:05/30/2022

  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.

  I paid 30 dollars for a gas mask bong 2 days ago I've been charged for the item I was given a confirmation number but still haven't received a tracking number

  Business Response

  Date: 06/02/2022

  Hello,

   

  This customer ordered on a Saturday over memorial Day weekend. We dont work weekends and federal holidays, which is normal in our industry. The customers package was shipped promptly once we arrived back to work on Tuesday.