We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Online Retailer

Urban Smokehouse LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 26 total complaints in the last 3 years.
  • 26 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:01/03/2025

    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.
    Ordered from Urban Smoke on August 2, 2024. Tried to email the company with no response.

  • Initial Complaint

    Date:11/19/2024

    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.
    Date ordered--Oct 4, 2024 Cost--$217.89 USD Charged on a Discover IT credit Card All orders are fulfilled within one week of being placed, ship most orders out the next morning. We do not ship orders Friday-Sunday & will ship these orders the following Monday, ********** receives your order, it will typically arrive within 2-3 days. We will notify you when it has been sent. I would like my Ribs Delivered or a Refund.Web site is unavailable for contacting

  • Initial Complaint

    Date:11/04/2024

    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 ordered the 12 rib package on 9/9/24. Got receipt of order same day. Credit card bill came10/12/24 and was paid. During this time I tried contacting customer service on 9/17, 9/30, 10/13, 10/16, 10/29 all by Emails. I also called the number given on the **************** bill for them and twice left messages, I also call the number on the web site but that number does not take calls. I either would like my Ribs or my money back.

  • Initial Complaint

    Date:10/28/2024

    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.
    Order placed August *******. I have sent emails requesting shipping information. Sent another email today, almost 2 months after placing order. Looking for shipping information again. There is no phone number attached to this company for me to call. I was told mid September that they ran out of ribs and working on the orders. Sent an email today, which will take a few weeks for the company to answer. They do not offer cancellation of order now refunds according to their policy on their site. It should not take 2 months to receive an overpriced order.

    Customer Answer

    Date: 11/22/2024

    Better Business Bureau:

    At this time, I have not been contacted by Urban Smokehouse LLC regarding complaint ID ********.

    Sincerely,

    ***** ******

  • Initial Complaint

    Date:10/22/2024

    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.
    Ordered ribs at urban smokehouse on line for 137. And change on 8/17/24, rec,d one email stating rec,d my order and will let me know when shipped, have heard nothing since, have sent several emails, contacts on line and called ************, which is phone number of website stating not equipped to take calls. No replys at all, want to know if still in business and to get credit if they cant ship order

    Customer Answer

    Date: 11/15/2024

    Better Business Bureau:

    At this time, I have not been contacted by Urban Smokehouse LLC regarding complaint ID ********.

    Sincerely,

    **** ****

  • Initial Complaint

    Date:10/21/2024

    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.
    On July 15th I ordered over $200 worth of ribs. Now its October 19th and I still have not received my order. Ive reached out to Urban Smokehouse and Im not getting any response. *** also have read reviews on ******** that other people have not received their orders!

    Customer Answer

    Date: 11/15/2024

    Better Business Bureau:

    At this time, I have not been contacted by Urban Smokehouse LLC regarding complaint ID ********.

    Sincerely,

    *** ********

  • Initial Complaint

    Date:10/18/2024

    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 ordered from this company on August 15, 2024. My Amex card was changed on the same day. I have sent them no less than 8 emails requesting information on delivery. I received one reply saying that they were out of stock but would ship soon. That was a month ago. Nothing since. They continue to advertise constantly on ******** citing one week delivery.

  • Initial Complaint

    Date:10/15/2024

    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.
    Around July 28, 2024, I placed an online order for ribs with Urban Smokehouse. The cost was roughly $130 ********** date, I have not received them but they charged me immediately rather than waiting until shipment. So that's a bit of a red flag. I've contacted them several times asking when they would be shipped. I was told multiple times that they are backed up. That's understandable. Around mid September, they said if I didn't get them shortly, I'd receive a refund. Neither has been received. I last contacted them on October 5, 2024 and requested my refund. No response from them. If you look at their ******** page, there are a large number of comments from people who said they paid for an order long ago and received nothing. And the company does not address any concerns on their ******** page.They are clearly ripping people off. I would like my money back. I have no interest in eating their food at this point and hopefully, they get shut down. They definitely seem to be trending towards a sham operation.

    Customer Answer

    Date: 11/09/2024

    Better Business Bureau:

    At this time, I have not been contacted by Urban Smokehouse LLC regarding complaint ID ********.

    Sincerely,

    **** *****

  • Initial Complaint

    Date:10/14/2024

    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.
    In Jun 2024, I ordered some Baby Back Ribs from Urban Smoke House. They were delivered to the wrong address. I Live in Apt 8102, and they were delivered to Apt ****. This information I found later. Where they had been delivered to, they were left outside, in the ***** heat. By chance I decided to check a package that was sitting outside door ****(almost 24 hours later). Even tho it had my complete address on the side of the package, The carrier(*****) had written Apt **** on top of the package. I dared not consume the ribs due to the fact that they were Pork and had been sitting outside in the heat for a long time. I contacted ***** but all they were interested in was the fact that the package had been delivered. I told them yes they were delivered but to the wrong address. I texted Urban SmokeHouse and they responded that a Replacement Order would be sent to me at no cost. After waiting for my Replacement Order that never came, I again texted them. I was informed that they had run out of Ribs and when they got more they would be sent to me. They gave me a new Order number *****. Weeks passed and nothing. I texted them for status but no response. I even texted the owner but again nothing. As of 11 Oct 2024, I have not receiver my purchase.

    Customer Answer

    Date: 11/07/2024

    Better Business Bureau:

    At this time, I have not been contacted by Urban Smokehouse LLC regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:10/09/2024

    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 an order two months ago. I have yet to receive it. They finally reached out on 9/2 to say sorry for the delay but they had run out of ribs over the past holiday. I dont know which holiday they were referring to. I ordered on 8/7. I have since tried to reach them with no response, although I receive emails everyday advertising and soliciting orders. I am beginning to think that this is a scam.

    Customer Answer

    Date: 10/09/2024

    I ordered ribs on August 7th. Still have not received them. 

Urban Smokehouse LLC is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.