Complaints

This profile includes complaints for Smoke Cartel's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Smoke Cartel has 4 locations, listed below.

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  Smoke Cartel

  302 W Victory Dr Ste A Garden City, GA 31405-1789

• 

  Smoke Cartel

  100 Old West Lathrop Ave. Garden City, GA 31405

• 

  Smoke Cartel

  6255 N Hollywood Blvd Ste 145 Las Vegas, NV 89115-1969

• 

  Smoke Cartel

  1313 Rogers Street Savannah, GA 31415

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:11/21/2022

  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.

  Bought several items and the came broken. No customer service to address the issue

  Business Response

  Date: 11/27/2022

  CHi there,
  
  We are extremely sorry that your item arrived in such a state. Our fulfillment team take extra precautions to ensure the safety of items, unfortunately most products are made of glass which is fragile in nature, hence shipping accidents do occur on occasion.
  
  I see that you filed this complaint 40 minutes after reaching out. Our support team have an average response time of 24 hours as you have experienced.
  They have been waiting for your response this past week with a picture showing the crack, as the one you provided is out of focus.
  
  It also seems that there was a computing error in the receipt you received showing an incorrect number. Our team are communicating internally to locate the source of the issue and have it sorted out.
  
  Don't worry, we'll get this all fixed up for you ASAP.
  Awaiting your response to our support team.

• Initial Complaint

  Date:11/21/2022

  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.

  Incorrect order was sent to me, called customer service first (good luck getting someone, even on normal weekday operation hours), was told to email a picture of incorrect item received, so I did. It's been over a week, zero update, tried calling multiple times, no answer, texted and emailed, still nothing. Customer service is lacking, correct product still haven't been sent. Absolutely terrible experience, order from a more reputable company who cares about their customers. At this point refund my money and I'll take my business elsewhere.

  Business Response

  Date: 11/23/2022

  Hi there,
  
  We're sorry that it took us a little time to get back to you. The pictures you provided showed that the correct item was sent.
  Our support team reached out to you to confirm if you had a different color in mind since this item comes in multiple colors and you ordered the Clear variant.
  
  We understand that some confusion might have occurred as you were cycle through the product images.
  Our support team sent you a pre-paid return label to send the item back to us for a full refund since we only have the Clear variant in stock at the moment.
  
  If you have not received our last 2 emails, please check your spam and promotions tab to find the label.
  We hope your day only gets better from here.

• Initial Complaint

  Date:11/16/2022

  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’ve placed my order from smoke cartel on Wednesday November 9th, received an email saying my package was shipped and that I could track it with the app route, so I’ve downloaded the app and it has yet to give me a tracking number and has said shipped for almost a week now, also when I copy and paste the order number onto the smoke cartels website to track my order it tells me the order number can’t be found, which dosnt make sense because I copy and pasted it from the email they sent me!! Very displeased at this point and would just like to know if and when I will receive my order

  Business Response

  Date: 11/19/2022

  Hi there,
  
  Your order was shipped and a tracking number was within the shipping confirmation email.
  It seems you package was delivered to the parcel locked listed on the 14th of November, 
  
  Since you missed the shipping confirmation email, and our support team's response to your inquiry, it might be that our emails get lost in your spam or promotions tab. Please be sure to label out emails to go to your inbox so you don't miss any future order updates.
  
  Our team are here to help, let us know if you have any questions or concerns.
  Enjoy your new Smoke Cartel loot :)

• Initial Complaint

  Date:10/25/2022

  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.

  bought a vaporizer, which by the picture, show it complete.
  upon arrival, it did not contain the pod needed to use it.
  the company says pods are sold separetely.
  the product photo clearly shows a pod in place.
  the disclaimer is printed SO TINY that is is unreadable, even with my glasses on.
  the company says I cannot return it as it's been opened.
  of course it has been opened, how else would I know it is not complete?
  the fact that this notice is hdden so well, in the tiniest print, makes it illegal.
  I insist on a full refund and a notice informing them that TINY print does not make it legal, espacially when the photo shows the complete product. I insist on returning this opened, but unused product.

  Business Response

  Date: 10/30/2022

  Hi there,
  
  We're sorry that you were not satisfied with your order. Our team has had multiple internal communications regarding your complaint of the product description.
  
  It seems that the item is advertised to be compatible with that specific pod brand, and one of the product images includes a pod for demonstration purposes. 
  The language of the product description does leave room for confusion as you have experienced. We have updated the text to make it clear.
  
  Your order has been fully refunded.
  
  Once again we would like to thank you for your cooperation and we hope your week only gets better from here :)

  Customer Answer

  Date: 10/31/2022

  [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:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  *** ****

  
  

  
  

  
  

   

• Initial Complaint

  Date:09/26/2022

  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 ordered a **** off the smoke cartel website order ******. I was given tracking that did not exist or was incorrect. Several calls and emails and texts were completely ignored. I spent 90$ on my ITem and I want it still

  Business Response

  Date: 09/28/2022

  Hi there,
  
  We're sorry for the confusion. The tracking number provided is for UPS not USPS.
  We sent you a link to the tracking in the shipping confirmation email, and I see that our support team also communicated with you regarding that error.
  
  According to the tracking you should expect to receive your package tomorrow (the 29th of September!)
  
  We hope you enjoy your Smoke Cartel loot :)
  Have a great day and don't hesitate to let us know if you have any other questions or concerns. 

• Initial Complaint

  Date:09/20/2022

  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.

  Ordered a piece on 9/2, it’s now the 19th, and zero tracking info, just more excuses about delays and how they’re sorry. $61 and change lost.
  
  I’ve left a dozen voicemails, written emails, reached out on their social media (with no answer) and cannot get an actual update on the shipment. They have told me they can’t get an update from their shipping department, what sort of company can’t get a response from their own internal messages?
  
  Calling them gets you into a voicemail box, there’s nobody answering phones, and when you do get a return call, it’s just an excuse about not being able to reach their shipping department.
  
  Like another review here for this company, this purchase was intended to be a birthday gift for a close friend…and I ended up having to give them a picture of the item, with an embarrassing apology in front of my entire peer group.
  
  They made me feel like a fool, and I consider this “purchase” a fraudulent action by Smoke Cartel.
  
  They have gone weeks without processing my order, but sure as heck took the money right away.

  Business Response

  Date: 09/25/2022

  Hi there,

  First off we are extremely sorry for the delay you experienced, we tried to be as transparent and communicative as possible as well as update you with any changes to your order.
  Unfortunately the warehouse your order was being shipped from is encountering a massive backlog which is why your order was not shipped out within our average processing time.
  
  It also seems that we have been having a hard time reaching you, as our support team have tried to call you multiple times and left voicemails informing you of the situation.
  In case you have not seen or heard those messages, let me explain the current situation here.
  
  Since you were not satisfied with our support team's response informing you on the situation and that we are working on trying to get you an ETA as well as speed up the processing of your order, you chose to file this BBB complaint, reach out to our employees on social media and stopped responding to our support team. We completely understand your frustration.
  
  Once you informed us that this is a gift, our support team told you that you might prefer to cancel this order for a full refund since it's unlikely that you would receive the order in time. You refused to do so and chose to wait, however that option was always available.
  
  On September 19th we informed you that your order is still in the shipping queue awaiting to be processed. There were a few emails back and forth where we were unable to provide you with specific estimates and shipping details due to the backlog, and we tried to make it up to you given that the delay was caused from our side. However, you got more frustrated when we offered you a full refund once again, and you filed this BBB complaint and told us to respond with the specific estimates that we were unable to provide you. I assure you that we were completely transparent with you, the situation is due to the warehouse receiving a volume of orders higher than the capacity that allows us to fulfill orders within the average processing time, therefore there has been a delay. Unfortunately the item is not in stock in our other warehouses so we could only send it out from this warehouse. Our supply chain team are investigating the situation to minimize the consequences if this occurs once again. 
   
  An hour after filing this complaint you chose to file a chargeback, we would have been able to cancel and fully refund your order directly, however now that you filed a dispute with your bank we will have to go through the process of them looking over the situation before they release the funds to your account. We are not going to contest the chargeback since the delay was from our end, it will take some time for the dispute to process and for you to receive your refund. The chargeback prevents us from issuing you a refund, so if at any time you would like to cancel the chargeback and have us issue the refund just let us know.
  
  Again, we apologize for this delay and that your plan for gifting this item was not successful. We would have liked to figure something out together to ensure the birthday gift went well.
  To confirm, the order has been canceled as you filed a chargeback, and once your bank is finished with the process the funds will be released into your account, there is northing more we can do during this process.
  If you have any further questions or concerns, our support team are always here to help.
  
  We hope your day only gets better from here.

  Business Response

  Date: 09/28/2022

  Hi there,
  
  We understand your frustration, and we are not trying to paint a false picture nor mislead anyone.
  Due to the high volume of orders we receive, we operate out of multiple warehouses. As mentioned in the previous reply, the delay you encountered was from that specific warehouse facing a backlog and your item was only available at that warehouse.
  
  Our support team have been occupied during this period due to these delays that impacted multiple orders, therefore our response time was a little longer than normal but still within the 24 hour period listed as our average, excluding weekends. 
  
  The BBB constraint of 30 mins applies to us as well. I did spend some time going through your order, the correspondence you had with our team, as well as the internal communication before responding to your complaint. I completely understand where you are coming from, however we consistently informed you that there is a massive delay at the warehouse and asked if you'd prefer a refund instead given that this is a birthday gift. You told us you prefer to wait and kept mentioning that the lack of update is what bothers you, but all our updates were the same, telling you that your order is still in the shipping queue awaiting to be fulfilled and then we ask again if you'd like to cancel.
  
  We would love to show you the true Smoke Cartel experience if you choose to place another order.
  If you have any questions or concerns, our support team are still available to assist you. You can send us an email and we'll get back to your ASAP.

  Customer Answer

  Date: 09/30/2022

  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  
  

  I am rejecting this response because:

  The excuse of not being able to handle logistics is not valid, in my opinion, “keeping in constant contact” does not mean repeating ‘we can’t reach our warehouse’ to a customer for a week.

  My complaint about a horrible experience is not unique for this company, and I will not accept any further explanations as a resolution, other consumers have a right to see that a case isn’t simply resolved for a customer’s satisfaction by a few responses that are required by the BBB.

  
  
  

  Regards,

  
  

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