Shipping is still pending been in the same spot for 7 days, support hasn’t gotten back to me in days. Just a horrible experience lately. I did receive contact back but just the standard stuff.
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Review summary
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So I ordered a water pipe and an herb slide. I received the herb slide first and only one was delivered. All the herb slides that they sell on the site are anywhere from seven to $13. This one was $3... See more
They never fulfilled my order. I paid for things I never got.
Smoke Cartel is my go-to whenever I have any smoking accessory needs. Their website is extremely user friendly, and the inventory is very cool. I had a small issue with my order when it arrived and wh... See more
Company details
Information provided by various external sources
Your Favorite Online Headshop: Free Shipping & Huge Savings on the Bongs & Glass Water Pipes, Dab Rigs, Bubblers, Recyclers, and more! Proudly USA Based.
Contact info
302 W. Victory Drive, Unit A, 31405, Savannah, United States
- 9123197199
- contact@smokecartel.com
- smokecartel.com
3.3
Average
2K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 35% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Didn’t receive item and emailed 2 times…
Didn’t receive item and emailed 2 times to get no response. But other than that products are good
31 January 2025
Unprompted review
Reply from Smoke Cartel
Hi there,
We're sorry to hear you were unable to reach us. I looked up the order number you provided and I see that you placed the order on January 14th and it was delivered on January 23rd.
I was unable to find any correspondence from you in our support inbox using the order number or email associated with your account.
We are best reached at Contact@SmokeCartel.com
You can also reach out to our live chat support or fill the form on our contact page here:
https://www.smokecartel.com/pages/contact-us
Our team normally responds within 24 hours, but during busy times it could be longer.
I sent a email and a phone call
I sent a email and a phone call, no response. It is pretty sad in this day and time to have to deal with bad customer service. UPDATE: Finally they contacted me, sent me email after email stating they don't promise the correct color. Are you kidding me.You don't order something on line and they ship you want they want. I can assure you this is not the company to buy from. I also noticed from other customers this is the norm for this company. Updated: It is out of my hands, from this point on Truist Bank will handle everything. They should hear from them any day now. No further contact is needed from this point on.Like I said this company is the wrong company to buy from. The only thing I did was alert the customers. I noticed their image is terrible but they did that to themselves. I wish I would have further research this company because if I did this crap would have NEVER HAPPENED.UPDATE: I read their Mickey Mouse trash. Like I said. I did it your way but you will find out very soon how I handle it my way. Be prepared because they are!
22 January 2025
Unprompted review
Reply from Smoke Cartel
Thank you for your feedback. We're sorry to hear about your experience, and we appreciate you bringing this matter to our attention.
As stated on our product page, the item you ordered ships in assorted colors, depending on availability. Unfortunately, due to this, customers cannot select a specific color during checkout. We make sure to mention this multiple times on the product description to avoid any misunderstandings.
You did reach out to our customer support team, and they responded promptly. They explained the color availability policy but still offered to exchange the item for another in the color you like if it was available. However, when you provided a photo of the item you received, it showed that it had already been used. According to our policy, which is clearly outlined here: [https://www.smokecartel.com/pages/refund-policy], we can only accept returns for unused products.
After thoroughly reviewing your case, we have confirmed that your order was processed according to the product description, and our support team followed our return policies appropriately. They also made an effort to help resolve the situation by offering an exchange.
We understand that this was frustrating, and we sincerely apologize for any inconvenience caused. We value our customers and work hard to ensure every experience is a positive one.
We hope this clears up any confusion, and we wish you the best moving forward.
Same as everyone's reviews
Same as everyone's reviews! They don't send what You paid in full for, taking your money is not a problem for them, then you get the run around with the phony customer service, after you don't just give up trying to get a refund they just stop answering. these people will steal your money! now I have to call someone of authority and let them know about this fraudulent activity. UGH!
27 January 2025
Unprompted review
Reply from Smoke Cartel
Hi Pat,
Unfortunately you did not provide enough information for us to look you up in our system and investigate your concerns. We even sent you a request for additional info that you did not respond to in time.
We still appreciate you taking the time to share your feedback and provide us with an opportunity to improve on our service.
It seems you placed an order for multiple items being sold by different vendors. Smoke Cartel is a marketplace where we allow artists and manufacturers to sell their unique pieces along side our curated product range.
As such, orders could ship out in multiple packages.
It's possible that one of the vendors did not fulfill an item within our time estimate, which has been happening recently as they transition to our new warehouse system.
Some customer don't want to wait extra and choose to cancel that part of their order and get it full refunded. We issue these refunds without a problem. However, our support team has to submit a refund request that is then verified by our finance team.
As such, our support team does not stop answering, they are awaiting confirmation. We agree that this is not ideal and that a reply should be sent even if there are no developments to be shared. We are working on improving our support communication from that end, and we appreciate you voicing that concern.
We're always here to help!
Have a great day :)
LA Beaker Bong Air Leakage
I've been buying glass for about 5 years from Smoke Cartel.Usally great product.good price.Recently purchased Beaker Bong LA it has a flat top which causes leakage.Tried contacting smoke cartel no response.Sad to say I need to find a new place to buy glass products
15 January 2025
Unprompted review
Reply from Smoke Cartel
Hi Mitchell,
We're sorry to hear that you've received a defective unit. I see that you reached out to us on the 21st of Jan, and our team responded 14 hours later asking for pictures of the piece so we can have our product team take a look at it.
It seems you didn't get our email. Please check your spam or promotions tab since our support emails sometimes get mixed up in there. If you're unable to find it, no worries, just reach out to us again at Contact@SmokeCartel.com with pictures of the defect (or a video if that would showcase the issue better)
We've had your back that past 5 years, and we hope to keep taking care of all your smoking needs for years to come.
Have a great weekend :)
I had the boss subscription that I…
I had the boss subscription that I placed over a month ago and it was never fulfilled. I contacted what they called "customer service" and got absolutely nowhere. Don't do business with them. Very disappointed with them
13 December 2024
Unprompted review
Reply from Smoke Cartel
Hi Joe,
We're terribly sorry for the delay you experienced. As per your request, our team has issued a full refund for your order.
The delay you experienced is far from our normal operating standards, it was an outlier of an experience and we hope to be able to show you the true high Smoke Cartel level of standards soon.
Ordered a rig over a week ago still no…
Ordered a rig over a week ago still no word from smoke cartel as it says unfulfilled still, super disappointed
10 January 2025
Unprompted review
Reply from Smoke Cartel
Hi Robert,
We're terribly sorry for the delay you're experiencing, we're working tirelessly to insure your package is in your hands ASAP!
Unfortunately, we are going through a system transition that is affecting processing delays for some vendors. We are doing our best to resolve this for you and expedite the delivery.
We highly appreciate your patience and understanding during this transitional period. Please don't hesitate to reach out to us with any questions or concerns that you may have. We are always a click away.
Have an amazing day!
I used to be a frequent customer but…
I used to be a frequent customer but made the mistake of not reading up on recent reviews. It would seem I am not alone in being ghosted with an order. Lesson learned.
2 January 2025
Unprompted review
Reply from Smoke Cartel
Hi there,
We really appreciate your continued loyalty and a long time customer you have experienced the high Smoke Cartel experience multiple times. We hate that your smooth experience with us is interrupted with this system error.
We've been transitioning to a new fulfillment system that would be even more seamless than before. Unfortunately, some orders made it through onto the old system. We're working on locating all these orders and having them shipped ASAP. It seems your order is affected and our team is already working on having it sent out.
If at any point you would like to cancel and get a full refund, we completely understand. Just let us know and our team will get right on it.
We appreciate your continued loyalty and cooperation during this transitional period and we promise that this is an outlier of a situation and you should always expect the Smoke Cartel standard of service you are used you.
Have an wonderful week!
Don’t expect any human response.
Don’t expect a live person or any human response via customer support. Seems more likely to get a response here than through the actual customer service department.
Ordered item, protection plan & discount club. Status never changed from fulfilling order. No tracking numbers, order update or anything after 18 calendar days which 9 of them were business days.
Called and left voicemail. Chat on website was not working. Emailed and got AI generated response to the effect of were contacting the appropriate team members.
Waited another week without any response or update to order status.
Called several times with no answer and left voicemails. Then canceled charge on my card.
Yesterday a package shows up from complete different vendor with what I ordered from Smoke Cartel.
Called SC and Vendors (vendor email bad) card that was in pkg and zero response from either.
Trying to send this item back since the charge has been cancelled.
Thoroughly disappointed with SC.
9 January 2025
Unprompted review
Reply from Smoke Cartel
Hi there,
We're sorry for the confusing and inconvenient experience you had with us recently.
Smoke Cartel expanded from offering products to allowing vetted vendors from selling on our platform. We've recently updated our system for a more seamless experience but it seems there are a few hiccups in the transition that resulted in some orders showing up in the old system that is unsupported anymore. We are working tirelessly to locate these affected orders such as yours and have them sent our or refunded.
In your case it seems that we were able to get your order sent out.
I looked in our support system and was unable to find any emails from you regarding the package. We did get a few reports that our email server was down for a brief window last week. I'll reach out to you right now to get this sorted out.
We really appreciate your understanding and cooperation during this transitional period.
Have a great week!
I ordered another dab rig and it came…
I ordered another dab rig and it came missing the female banger, I emailed the support email and never got a reply…
27 December 2024
Unprompted review
Reply from Smoke Cartel
Hi Robert,
We're happy to see you coming back to Smoke Cartel!
I took a look at our support inbox and I see that you reached out to us about your banger arriving damaged. Our team responded within 10 minutes asking for a picture. After processing the claim we created a replacement order the same day and it shipped out the next day.
However, you're referring to a missing banger, but I am unable to find any tickets from your account regarding that issue. I've requested from our support team to reach out to you and make sure everything is good.
Don't worry, we've always got your back 😎
Item not received after 30 days, no response
Placed an order on December 3rd and the last item in my order is still showing as awaiting fullfillment. I sent multiple emails with no response. To date, I have not received the item or a refund for it. I filed a fraud dispute with my credit card and will not shop with Smoke Cartel again.
3 December 2024
Unprompted review
Reply from Smoke Cartel
Hi Melissa,
We're sorry to hear that your recent experience with us was less than satisfactory. We're happy that you received your order in a timely manner, but we hate that one item was undelivered.
It seems our system encountered an issue syncing the item correctly so it did not show up in the shipping queue for our warehouse team. We've been able to locate the error and are working on resolving it ASAP.
I took a look at our support channels and was unable to find any correspondence from your account. Did you reach out to us via email mentioning your order number?
I am unsure why your support tickets aren't showing up in our system, we assure you it was not our intention to mislead you.
We hate that it escalated to you feeling like you had to file a dispute with your credit card company. We will not contest the dispute since this is an error from our end.
Again, we apologize for the inconvenience and we hope to see you again soon and make up for this frustrating experience.
If there's anything else we can assist you with, please don't hesitate to let us know.
Have a great day!
They refunded my order 3 days after…
They refunded my order 3 days after purchase. Still haven't received the refund. Didn't tell me about the refund.
30 December 2024
Unprompted review
Reply from Smoke Cartel
Hi there,
Thank you for sharing your feedback with us. We truly apologize for the inconvenience you experienced with your order.
During the busy holiday season, our support team was handling an unusually high volume of requests, which unfortunately led to a delay in reaching out to you regarding the item being out of stock. To ensure that you wouldn’t be left without a resolution, our system has a failsafe in place: if our team is unable to contact you in a timely manner, the order is automatically canceled and refunded after 3 days. This ensures you aren’t left waiting, even if we haven't yet had the chance to discuss alternatives with you.
We completely understand how frustrating this situation must have been, and we sincerely appreciate your understanding. We are always working to improve our processes and will ensure that your future experiences are smoother. If you'd like assistance in finding an alternative product, or if there's anything else we can do for you, please don’t hesitate to reach out.
Thank you for your patience and for being a valued customer!
Items paid for but never shipped.
Items paid for but never shipped.
Two consecutive orders that I placed were not fulfilled completely. Both orders had 3 items each for a total of 6. Two items would get shipping confirmations and one would not. I would call, use the chat, email, and not get any reply for a week or two. Then I would be promised it would be resolved. Nothing would happen and I would chat, email, call. No reply, no answer, no explanation. After increasing the amount of contact and a few weeks I got a partial refund of the first order. The exact same thing is happening for the second order and I have not received a response, reply, or my item after 3 weeks when it had an expected delivery time of 3 days. It isn't the delivery service...it was never shipped. This is consecutive orders of paying and them not shipping the items they sold.
7 November 2024
Unprompted review
Reply from Smoke Cartel
Thank you for sharing your experience, and we sincerely apologize for the frustration you've encountered. We understand how disappointing delays can be, especially during the busy holiday season. Due to the high volume of orders during this time fulfillment delays were communicated. Tracking updates were often delayed after a package was shipped, which is unfortunately beyond our control as they are provided by the third-party shipping carrier. We regret that this affected your experience.
We’ve reviewed your feedback, and unfortunately, we don’t have enough information to fully investigate the issue with your orders. The TrustPilot request our team made for further details has expired, so if you’re still experiencing issues, we encourage you to reach out to our support team directly so we can take a closer look and resolve the situation for you as quickly as possible.
We’re glad that our support team was able to process a partial refund for your first order, and we sincerely apologize for any inconvenience caused with your second order. We are committed to providing the best experience possible and are working to improve our communication during these busy periods.
Please feel free to contact us directly for any further assistance. We value your feedback and hope to have the opportunity to better serve you in the future.
not working, no response from Customer Support
purchased an E-rig from Smoke Cartel as a Christmas gift, but my experience has been disappointing from start to finish. The device stopped working after the very first use, showing only a blinking red light and failing to heat up despite following all instructions.
I attempted to contact customer support multiple times by phone at various times and days, but every call went straight to voicemail. I also sent two emails, one of which was answered with a request for a video demonstrating the issue. Despite promptly providing the video link, I have yet to receive any meaningful assistance—three days later, there’s been no response.
The lack of support is frustrating, especially considering this was a gift, and the device failed immediately. I’ve since escalated the issue through a dispute process with my credit card company, as I’ve lost confidence in [Company Name]’s ability to resolve the matter.
I hope others can benefit from my experience and think twice before purchasing from this company. Customer service should be reliable, especially when selling products that might need post-purchase support.
23 December 2024
Unprompted review
Reply from Smoke Cartel
Hi Lukasz,
Electronics get come to us pre-packaged so there is no way for us to quality check them ourselves. However, the manufacturer asks us to report any defective unit to be replaced immediately.
Due to the holiday season we're receiving a large volume of calls and messages on a daily basis. As this is a time mostly spent with family, there are delays in multiple areas of operation such as shipping.
Your claim has been submitted but we need to wait for the manufacturer's response to reviewing the video you sent to ensure the unit is in fact defective and no troubleshooting steps could fix the issue. Once a decision has been reached, we will be able to get this resolved for you right away.
We expect to be able to have a response after the new year celebration.
If there's anything else we can assist you with in the meantime, please don't hesitate to let us know.
Happy new year!
Scammers
I ordered a vape about a year ago, and I had to buy a Mulberry Protection “insurance” plan for $10.66. I thought it was a one time charge. Smoke Cartel continued to charge my card every month for the same amount. I called several times and it just rang and rang, then an answering machine said the mailbox was full. So I emailed them several times and never got a response. I realized that my credit card was expiring this past July, so I thought that would take care of getting the charge to stop. Somehow they obtained the new credit card information, and I don’t think that’s legal!! I have emailed several times and finally got a scripted reply from them. I responded to it, only to receive another scripted email about a month later!! And my card continues to be charged!! I am thinking about cancelling the card and getting a new one issued with a different number than the old one. I hate to do that because I’ve got several auto drafts that are charged monthly, and I would have to contact them and update the information on the new card. UGH!!!!!! Will never buy from them again and am considering a civil suit for the money I have been wrongly charged for with information that they never should have received from anyone else but me!!!!
Order #908958 & Order #957087
18 February 2024
Unprompted review
Reply from Smoke Cartel
Hi Mary,
The Mulberry Protection plan is advertised as a monthly subscription that actively insures your purchase from damages. You can always log into your account or respond to the Mulberry confirmation email to make changes to your plan.
It seems you reached out to our team via email without disclosing the issue. We receive a high volume of calls on a daily basis, and it only increases during the holiday season.
No worries, though. We contact Mulberry on your behalf to get the plan canceled.
It seems your bank is opt-ed in with updating reoccurring charges when you re-new you credit card. It's an automatic thing, your card details haven't changed in our system.
Please don't hesitate to reach out to us at any time, we're always here to help. When you are unable to reach out phone support, you can always list your issues through our live chat support as well as through email.
Happy new year!
I was ignored for 3 days
I was ignored for 3 days, I emailed, texted, chatted and called NOTHING! they didn’t put my address in correctly, when contacting them they said they would contact USPS to have the address updated and would email me an update… they never did, than gave me some BS that their entire team was in a meeting and couldn’t process my refund. It took me 2 hours to be told I’d be refunded in 5 days, even though they took my money right away. this company is a joke and very unprofessional. All they had to do was contact USPS but they lied and told me they did when I was told by USPS they never attempted to reach out to them.
22 December 2024
Unprompted review
Reply from Smoke Cartel
Hi Bree,
Due to the holiday season we've been receiving a high volume of messages which has increased our response time. We assure you that you were never ignored and our live chat support and phone support was always available for you. The holiday season has also affected USPS which is why there has been a delay in tracking updates and posed challenges in redirecting the package to the correct address.
It seems you reached out to us on the 17th of December asking about tracking updates. Though your package was in transit since the 12th of December, USPS wasn't scanning your package at every facility as they normally do. That's why the next update on the 17th showed the package in PA while it was shipped from our warehouse in CA the same day you placed the order.
You then reached out to us on the 23rd of December informing us that the address was missing the apartment number. When placing the order you inputted an incomplete address, and when you informed us of the error our team contacted USPS but the delivery had already failed and the return to sender had been processed due to an insufficient address.
You requested a refund, and our team initiated the request immediately and it was issued the next morning. However, refunds could take up to 5 business days to reflect in the account depending on processing speed of you bank.
Sent me glass in a BUBBLE MAILER
Sent me glass in a BUBBLE MAILER, it was crushed when i got it and they wouldnt replace it. F that place..
22 December 2024
Unprompted review
Reply from Smoke Cartel
Hey Zac,
We're sorry for the shipping mishap you encountered.
Our team was going to send out a replacement right away. Since you reported that you were going to place another order, we wanted to wait and ship everything in one package.
The items were not properly shipped and we take full responsibility in getting this resolved for you.
Warming up to Eyce
Ordering was easy and product arrived on time. The Eyce is an okay dhv. Vapor is so-so at midrange (350 - 380 degrees). Hard to get a consistent draw due to the design of the mouthpiece. It's good for its price point.
5 December 2024
Unprompted review
Reply from Smoke Cartel
Thank you for your review! We're happy to hear that your order process was smooth and that your product arrived on time. We appreciate your feedback on the Eyce and are glad you find it a good option at its price point. The vapor performance and mouthpiece design can vary based on personal preference, and we’re glad to hear your thoughts. If you have any other questions or need further assistance, please don’t hesitate to reach out. We hope to serve you again soon!
While I've had some issues with items…
While I've had some issues with items shipping in the past I've decided to delete and change my initial review on my own accord without request. The reason for this is because each time an issue has arose customer service has eventually helped me resolve it. I can understand by offering such a wide variety of products it comes with a lot of complications with distributors, ordering systems, and even just getting in touch with people. Unfortunately, it takes time to resolve issues and can lead to frustration and even the wrong impression easily. Although it would be nice if customer service were more available and thorough with questions and concerns..(Maybe send follow-up e-mails periodically to people with problems to let them know they aren't alone and the issue is still being worked on.)
..I think it's important to remember this isn't amazon...
You can't cancel items last minute and expect people to do much about it or not wait for problems to be located and solved....24/7 availability isn't even exactly practical and it's likely price matching requests wont be honored immediately.
Basically how I feel after my 2 experiences ordering is....Things could be better....
However, after having multiple issues.. I've also had multiple fair solutions and you can only complain so much in that case... There is plenty of room for improvements truly but they are a legitimate website that will eventually make it right in the end.
I will order again in the future...
However.....
Just to be 100% honest. I will be very hesitant to purchase expensive or time sensitive items because I'm aware the potential for issues is almost more so present than just ordering from the official websites. While that is an unwelcome thought.... They also offer shipping protection and stock from multiple sites to cut down shipping costs as well....
There is reason to order from this website that makes sense.. Just as well as legitimate concern to be taken into account also I suppose.
Thanks for helping me resolve my issue and compensating me for my trouble and time. I do appreciate the effort, time, and apology sincerely.
I had the owner/person responsible of the distributor contact me where the issue was originating from and give me a genuine apology, a small bonus item to say sorry and make up for the mistake, along with photos of the original item I was having issues with shipping out being sent by him personally. In addition to this I was also issued a refund for my item from Smoke Cartel as an apology on their end.
I do believe this was a professional and courteous response to my issues/frustrations after having to wait an extended time for a solution and I do appreciate that a lot from both the distributor and website.
15 December 2024
Unprompted review
Reply from Smoke Cartel
Hi Brad,
We're really happy to read your updated review because it means we were able to turn this negative experience around. We hate how frustrating this has been for you. Luckily we were able to get this resolved and the package is expected to arrive before Christmas.
We highly appreciate your understanding and we agree that there is room for us to grow. Thank you for highlighting these areas in both the original review and this update. We are adamant in perfecting our service, and will continue to do so with the support of the amazing Smoke Cartel customers like you!
Happy holidays and see you again soon ☺
My package returned 10 days ago but I still didn't get my credit card refund
I placed an order #991380 that was expected to be delivered on Dec 07th. However, there was a delay and I got in touch with Smoke Cartel on Dec 09th to cancel the shipment because I was checking out from my hotel. I got no reply from the customer service and the package was delivered yesterday Dec 10th at 6h20PM. I tried to reach out to customer service yesterday, today again, but no reply. I also tried the refund procedures described in the website, but they didn't work either. I just need to make a simple return because the delivery delayed but I get no responses.
Update Jan 5th 2025
I received a return label from smoke cartel and was able to ship back the package successfully, it arrived 10 days ago, then I notified the company and have been waiting for my credit card refund since then. I I asked the company what would be the official timeline of the refund but the email return with an error message.
11 December 2024
Unprompted review
Reply from Smoke Cartel
Hi Alex,
We're sorry for the shipping delay you experienced.
Our team responded to your support request immediately via live chat and within a few hours via email. After escalating the issue, we sent you a pre-paid return label the next day.
You reached out to us on the 9th of December and our team reported that they are unable to cancel the order as it had shipped, but will try to have it sent back. Unfortunately we were unable to do that in time and the package got delivered. You reached out again requesting a return label so the hotel can send this package back to us.
We hope this clarifies the situation from our end. We assure it was never our intention to mislead you, and we were doing our best to provide you with a speedy resolution. We understand how frustrating this must have been, especially that you were not there when the package was delivered.
If there's anything else we can assist you with, please don't hesitate to let us know.
Have a wonderful day!
Horrible
It’s been just about 2 months no product has been delivered and they now have stopped answering my emails. Trust me go elsewhere!
11 December 2024
Unprompted review
Reply from Smoke Cartel
Hi Denise,
We're terribly sorry for the frustrating shipping experience you're going through. We're doing everything we can to try and get your package through customs.
We can't be sure why this specific package is being held by customs. Either they will contact you with further instructions, return that package back to us, or let it through to be delivered.
We are hesitant with trying to send a replacement as we are unable to guarantee that it won't be held as well. We are trying to see if we can get some of the stock sent to one of our warehouses in Canada and ship it out to you from there, but with the holiday season we can't be sure how long that will take, logistically speaking.
We assure you we are working diligently and following up regularly to try and have this Christmas gift delivered in time. But our hands are tied with the package being held.
Again, we apologize for this frustrating experience. We understand how stressful this is and how important the package is to you.
We will provide you with an update as soon as possible!
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