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Business Profile

Online Retailer

Mountain Smokes

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 7 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/07/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 November 12, 2024, also cancelled order same day, but payment was still taken out of my account on November 13, 2024! I have received no communication from this business, even after sending their support site several messages saying I wanted a refund! As of today, 12-7-2024, still have not heard from them, no emails, no acknowledgement of my cancellation or messages! This is what their website still shows: Loyalty Rewards ***** Points?Value: $9.89 My Rewards Account Welcome to your MOUNTAIN Smokes Loyalty Rewards Account!My Dashboard Links:My Rewards Points My Orders Addresses Payment methods Account details Notification Settings Log Out of My Account My Orders OrderDateStatusTotalActions #*********November 12, 2024Processing$35.47 for 3 items

  • Initial Complaint

    Date:10/17/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    So on 10-4-24 I purchased a carton of CBD cigarettes from ************************** for the amount of ***** I believe. It has been over two full weeks of no holidays and my order is still supposedly processing. I've contacted the company multiple times with no response from phone or multiple emails. I double checked my bank and they website definitely took my money. I've seen this website before and heard good things about it from people in person but so far it's been a bad experience. I would really just like my order to be fulfilled or my money refunded. I have the order ID and everything from the date I purchased the item.

  • Initial Complaint

    Date:10/17/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 for two cartons, $120 value, on 08/29/1984. I've sent three emails asking where my product was. No reply. Phone number is now disconnected...Still shows 'in progress' when I login to my Mountain Smokes order confirmation page. Never had issues with this company before and I usually get my product within 7-9 days.

  • Initial Complaint

    Date:10/10/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 the current website on 09/2024. I received an email that my order was shipping and a tracking number. However, it turns out that the business printed the label and never sent the item. I have sent several emails and gotten no response. their site (as of today 10/09/2024) is still taking peoples CC, address, email ect. and stealing their money. Order number ********* Mountain Smokes is a trademark of The Hempshire Group **** (TSXV:****) Founder is *** ******** the copyright is current. CEO *** ******, Directors: **** *********, ****** *****, **** *******,

  • Initial Complaint

    Date:09/27/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 an online purchase from Mountain Smokes on September 11th. I read on my order confirmation email and their website that it takes ***** hours to ship out an item. After a week passes by I finally got an email on September 18th saying that my order was finally shipping. They sent me a tracking number under ***** I went to the **** website and their email link which allows me to track my order and all it would say is pretransit or preshipment. It is now September 27th and it hasnt changed since. I keep checking the status of my order and there has been no updates about my order at all. I have emailed Mountain Smokes customer service team multiple times and have not received any replies from them and come to find out that their customer service number is disconnected therefore I cant get a hold of them. It has been three weeks since I placed my order and I havent received anything not even a reply back. I would like to have my money back.

  • Initial Complaint

    Date:09/21/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 and order on 8-31-24. I did not receive a tracking number until 9-11-24. I made five attempts to contact them to get an update on my order as they claim it should only take 1-2 business days to receive a tracking number and up to 5 business days to ship the order. After researching more, I read rumors that they may be out of business and are continuing to take orders. I did not receive any response back until 9-19-24 claiming they have been having issues with their ticketing system. It has been 14 business days and I haven't received any update on the status of my order. I am looking to either receive my order by 9-27-24 or receive a full refund.

  • Initial Complaint

    Date:09/16/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 August 29th I purchased 2 packs of CBD smokes from MOUNTAIN Smoke shop. They have never arrived nor have they been shipped. I have written two emails and attempted to call but the number is disconnected. They are collecting payment with absolutely no intention of fulfilling orders. Please advise what I can do to get my $30 dollars back. I know that doesn't seem like a lot but this purchase was a gift for someone.

Mountain Smokes is NOT a BBB Accredited Business.

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