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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Reviews shaping this summary
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
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See how their reviews and ratings are sourced, scored, and moderated.
Been trying to track down an order…
Been trying to track down an order placed weeks ago. Customer service seems to be ai chat bots, and nobody is listening to voicemails or checking the "contact us email". I've ordered without issue over the years, but it seems they have dropped the ball, and are disinterested in addressing the issue
5 September 2024
Unprompted review
Reply from Smoke Cartel
Hey Mike,
It's a shame seeing that your recent experience with us was not satisfactory. It seems that there was a technical issue that caused your order to be delayed, and our team were unable to provide an estimate as we had to revert to manually fulfillment outside of the system.
You requested a refund instead of waiting even further, which we understand and are terribly sorry that you had to experience that. A full refund was issued back to you.
We assure you it was never our intention to mislead you, the technical error that occurred was not discovered until you reached out to us as the order was not showing up on the shipping queue. So our support team were able to see it and were unaware that our warehouse team couldn't. This error affected a few products including one in your order.
We've fixed the error, and are working on ensuring it does not happen again.
We're also conducting an internal investigation regarding the interactions you have had with our team to see what could have been improved as the last thing we want is for our customers to feel unheard. Smoke Cartel was established to provide a better customer experience, and that is still our objective.
If there is anything we can assist you with, please don't hesitate to let us know. We highly appreciate your cooperation and feedback and it helps us improve.
Have a great day :)
Wrong item sent but they took care of business
I have ordered much from this site. Products are as described and quality, relatively fast shipping...etc. I recently ordered a bulk set of screens, cheap but not cheap in bulk, and they sent the wrong size. These were clearly drop shipped and I had little faith that the issue would get rectified in any kind of efficient matter, but I was very wrong, and they were able to get the proper size to me with little effort on my part. I would highly recommend.
3 September 2024
Unprompted review
Reply from Smoke Cartel
Hi Aaron, we're sorry to hear that you experienced a little mishap with your order. I'm glad our support team were able to get this fixed up for you right away.
At Smoke Cartel, we started offering different brands to list their items on our site. After a thorough and tedious application process to ensure they meet our standards of quality, we let them list their products on our store and they could fulfill them themselves or send their inventory to one of our warehouse for us to handle fulfillment.
It's a very efficient way to expand our product offerings with minimal hassle in logistics.
Since our main focus is the customer experience, we ensure that in the case of any issues coming up, a resolution can be delivered right away.
We're happy to receive your praise and know that we met the mark for you. That's our aim and purpose.
See you again soon 😉
A month in I haven’t gotten everything…
Best glass and cleaning supplies I’ve gotten yet, just took a bit to get here but im pretty sure that because of weather and whatnot
1 August 2024
Unprompted review
Reply from Smoke Cartel
Hi Kason,
Thank you for taking the time to leave a review. We are sorry to hear that your recent experience with us was not as smooth as you had hoped.
I took a look at your order and your communication with our team to better understand the situation.
It seems you placed an order for 4 items to be delivered to Canada.
your order was split into 2 packages as we have adopted a multi-facility logistical system to adapt to the COVID lockdown restrictions, and found that it was more efficient to reduce delivery delays.
Your first package was shipped right away, while your 2nd package was held due to one of the items having an ORM-D code. This means it can only be transported locally according to US regulations.
Our team reached out to you informing you of this issue and asked if you would like to have the package sent to you without this item, or if you would like to cancel your order. You chose to have the package sent and get a refund for the coded item.
As such, when you reached out inquiring about your package, we were not aware that you were referring to the item we excluded from your order.
We apologize for this misunderstanding.
Your full order was delivered to you, excluding the cleaning solution that we are unable to ship internationally, we issued you a refund for it instead.
We recommend checking out our Ultimate Cleaning Guide to maintain your new Smoke Cartel loot!
You can check it out here: https://www.smokecartel.com/blogs/guides/how-to-clean-your-pipe-or-bong
If there's anything else we can assist you with, please don't hesitate to let us know.
We hope your day only gets better from here.
Great products
Great products. Every time I order from here I'm never disappointed. Discreet and fast shipping. Prices are on point and they have different ways to pay. I always come back to Smoke Cartel and have recommended them to others!
12 August 2024
Unprompted review
Reply from Smoke Cartel
We love hitting the mark for you every time. Thank you for being a loyal member of our Cartel!
Have a smokin' day ;)
its not that anything even went wrong i…
its not that anything even went wrong i just put the wrong email in i still paid nd the the transaction went threw i know i will still get the package but id like to track it i went to the websites help place they do not answer at all but it seems like they answer everyone on here.
Edit: so my problem with my email was fixed and my order only took 3 days to come not the fulll thing but my im happy the puff co arrived first very satisfied.
23 August 2024
Unprompted review
Reply from Smoke Cartel
Hi Yousaf,
We're happy to hear that you've received your order and everything went smoothly for you. Sometimes our support team takes a little longer to respond when we have an uptick in emails coming in.
We recommend using our Live Chat for issues such as account info updates, order status inquiries and general questions. That was you're able to get an answer right away even when our email support is stretched thin.
If there's anything else we can help you with, please don't hesitate to let us know. Have an amazing day!
Was giving the wrong size product
Was giving the wrong size product, and reached out for help. I ordered a 14 to 10 joint down stem and received a standard 18 to 14 sent photos proving the mistake and comparison to what it should’ve been, intel size was selected properly and even titled and sold as only having the option of being a 14m size. Item was incorrectly labeled and or sized, but I am required to find a way to ship back product and may or may not have it fixed. Doubtful that I’ll ever receive the correct product or adequate resolve. Now I’m stuck with a product I didn’t order don’t need just wasted my hard earned money, quite depressing.
10 August 2024
Unprompted review
Reply from Smoke Cartel
Hi Jake,
We're sorry for the misunderstanding in measurements. The downstem you ordered is designed to fit multiple sizes and that results in some confusion when looking to see if it fits your piece.
Our support team have reached out to you to get this resolved be it through an exchange with another item that is more suitable for your needs, or by issuing a full refund.
We are also working on re-writing the product description to make it clearer, with potential visuals to truly show what this piece can do.
We're looking forward to your response to get this sorted out for you, if you are unable to find our email, it was sent in the same email thread you communicated with us through, from contact@smokecartel.com
We hope your weekend only gets better from here.
Not worth the hassle. Would never buy again.
Promises fast shipping but didn’t follow through. After several delays, it was marked damaged by fedex and there is no way to contact them directly and their website won’t even let me login anymore. Terrible service from a failing company.
Update: customer service contacted me and lied about the package being delayed despite the tracking clearly saying it’s damaged and undeliverable. Every time I’ve tried to file a claim it logs me out of the stupid shipping app they partner with. They ignored my request for a refund and asked me to be patient while they investigate the obvious.
18 August 2024
Unprompted review
Reply from Smoke Cartel
Oh no, we're sorry to hear that your package was damaged while being delivered by FedEx.
Luckily you opted to insure your order with Route Package Protection. You just need to file a claim using the confirmation email you received when you placed your order, or directly through the page here: https://claims.route.com/
Once the claim is approved a replacement will be sent our right away, or a refund if you prefer that resolution instead.
If you encounter any issues or need to ask us anything, feel free to use any of the contact channels we have available: https://www.smokecartel.com/pages/contact-us
We hope your day only gets better from here :)
Update: we're sorry for the misunderstanding when you reached out to our support team. The representative that addressed your concern did not notice that the tracking said that the package was damaged. It's very rare for that to be reported by the shipping carrier, usually in such a case the customer would find out the item is damaged upon opening the package.
Once you clarified the situation, the rep got it resolved for you right away and a replacement was sent out.
Still a week later and my order hasn't…
Still a week later and my order hasn't even been put together. Received one email and it didn't help. Asked for a refund and still no answer. Won't ever buy from here again they can't even answer the people that makes their paycheck. I thought cannabox was bad atleast they answer you back and don't steal your money......
Update. Awesome job on communication and helping me out. I'll order from here again. Very responsive
8 August 2024
Unprompted review
Reply from Smoke Cartel
Hi Daniel,
Thank you for your continued patience. It seems that you were not aware that our mystery boxes have a different shipping process than our other items. Our support team explained the cause for the longer wait. We're actively working on making a more efficient process for the delivery of all our products to reduce wait times wherever possible.
Your package was sent out today and should be delivered soon. You can monitor the tracking updates through the link we sent you via email to the USPS tracking page.
We've always got your back, so please don't hesitate to reach out to us at any time.
Dope apple bong
I received a really nice Apple shaped bong that hits really smooth and has good bubble action
19 July 2024
Unprompted review
Reply from Smoke Cartel
We're glad to hear your enjoying your new piece!
Have a smokin' day 🔥
Well made
Item arrived quickly and as described. Very happy with the rig well made works even better. Good stuff!
22 July 2024
Unprompted review
Reply from Smoke Cartel
We're happy to hear that our service hit the mark for you.
Please let us know if there's anything else we can help you with.
Enjoy your new Smoke Cartel loot! 😎
Message #4
Message 3#
Order Number 962958, delivered July 18, 2024.
Product Eleaf istick Mini 10W Digital Mod Battery.
Does not work after charging. Display becomes blank and battery produces no smoke.
August 12, 2024
I would like to update my review of the product but I've not heard from Smoke Cartel with options for addressing faulty product. Please respond.
Thank you
16 July 2024
Unprompted review
Reply from Smoke Cartel
Hi Alan,
I'm sorry to hear that you're having issues with your new unit.
It seems your emails haven't been coming through as I am unable to find anything in our support inbox.
No worries, I'm having our team reach out to you now with instructions on getting this resolved for you right away!
Smoke Cartel's got your back 😉💪
This company is horrible..I ordered a…
This company is horrible.I ordered a beautiful blue ash catcher for my wife's birthday..being her favorite color is blue...they sent me puke orange or whatever this color is..when I emailed them about the problem I was told about color variance and there was nothing they could do..now anyone with half a brain knows that color variance can only be with the same color (different shades of blue then shown on the website) I get that..orange instead of blue is not a color variance it's a totally different color. They obviously don't give a damn about the customers that made them!!!!
I will be contacting the BBB..if they do not send out the blue piece I ordered.
2 August 2024
Unprompted review
Reply from Smoke Cartel
Hi John,
We're sorry the order did not arrive as expected.
The item you ordered comes in multiple colors and due to the fulfillment process we are unable to guarantee the color that gets sent out. We have that listed on the product page, but after your complaint we added an extra notice to ensure the clarity of the situation.
Unfortunately we do not have any of the blue units available at the moment, but we went ahead and issued you a full refund.
We're sorry for this inconvenience and misunderstanding. We appreciate you being a loyal and long time customer of Smoke Cartel.
Please don't hesitate to let us know if there's anything else we can assist you with.
Have a wonderful day :)
Reply from Smoke Cartel
Always happy to serve you and cater to all your smoking needs!
Have a great weekend!
I got what I expected
I got what I expected, I seen the reviews and people were complaining about not receiving some stuff but I got all my stuff and it hits good
27 July 2024
Unprompted review
Reply from Smoke Cartel
Hi Andy, thanks for taking the time to share your feedback.
Unfortunately, the case with the reviews you are referring to is due to orders being split into multiple packages. It's become the norm since the COVID lockdown. So usually they would get the first package and not realize that there is another on the way.
In all cases, our support team is always on stand-by ready to assist. Smoke Cartel prioritizes the customer experience, we know how it feels waiting for a new piece and we try our best to make that moment as amazing as anticipated.
Have a smokin' day ;)
I ordered a yocan xl plus dab pen…
I ordered a yocan xl plus dab pen doesn’t work efficiently with my diamonds 99%thca ordered mystery dab rig 2 weeks after that and just now got my items but the dab rig is actually a bong rig with a flower bowl which makes no sense bruh I emailed them 2days ago directed me to a different team said 24-48 response but no response tried calling them today but no response bruh don’t get them they terrrible I wanted an actual dab rig or a refund but nope no response crazy they don’t care about loyalty customer put ur loyalty somewhere tbh
21 July 2024
Unprompted review
Reply from Smoke Cartel
Hey man, sorry to see that you've been going through such an inconvenience.
The dab rig should've had a banger with it not a flower bowl. I see that our support team have a replacement order in the system for you and it's marked as rushed so our warehouse team can get it out ASAP.
Don't worry, we've got your back.
Could you please respond to our last email telling us more about the issue you are facing with the Yocan XL? Is it just not compatible with the product you're using, or is there something wrong with the unit itself?
If you have any questions or concern, please don't hesitate to reach out.
We hope your day only gets better from here :)
Reply from Smoke Cartel
You're perfect! Thank you for choosing Smoke Cartel for your smoking needs. We're always happy to serve.
Have a smokin' day 😎
Love the chillium I received
Love the chillium I received, but I never received the other half of my order but it’s okay.
15 July 2024
Unprompted review
Reply from Smoke Cartel
Hi Lizibeth,
We're sorry to hear that you did not receive both items.
It seems your order was split on two packages. The first one was delivered July 5th while the second one was delivered July 8th.
Since you've left this review on the 22nd, I'm guessing you did not receive that 2nd package.
Luckily your package is protected by Route Package Protection. You can file a claim right away and a replacement will be sent.
You can follow the link in the email sent to your by Route when your placed your order, or file the claim on their website directly: https://claims.route.com/
If there's anything more we can assist you, please don't hesitate to reach out to us directly. Our support team is always happy to help :)
Customer service questionablr
So, i guess this is the best way to get customer service from Smoke Cartel, because apparently, they dont answer emails (or phone calls, i guess).
I like the piece i received, however the female diffuser came broken.
While i appreciate the speedy delivery, i emailed the company the day i received the bong, and again a few days later with no response. I understand they have a program to insure your order, but i think almost doubling the price of my order to insure i get my package unbroken is insane. I shouldnt have to pay extra to insure my order is packed correctly. That being said, the package was ship fast and for the most part, packed well (this review isnt really about the package as much as customer service.) Im not convinced this is a bad company, the bong looks great and was a great price, im just disappointed in their customer service and that i had to come here to try to get a response.
Late Update: Due to overwhelming business, Smoke Cartel took about a week to respond and their response was to resend me my order! Really went over the top to make me happy, I really appreciate it. I recommend using this company and if there is an issue, give them a chance and I'm sure they'll make it right. I will be buying from smoke cartel again.
2 July 2024
Unprompted review
Reply from Smoke Cartel
Hi Steve,
Thank you for taking the time to share your feedback. We hate that you feel you are unable to reach out support team. We offer multiple channels to communicate with us because we know how stressful it is having an issue and not having a way to reach a support agent.
I see that our support team did get this resolved for you and a replacement was shipped out yesterday. To make sure that you have all the details I'll send you an email with the tracking information.
The Route Package Protection is a 3rd-party service that acts as insurance for your package. It makes it easier for us to replace a package and speeds up the resolution for you. It is not mandatory, but definitely recommended.
In a case like yours where the package was not insured, we would request you file a claim with USPS and send us a copy of that claim before we are able to send out a replacement.
We wouldn't want you to go through that whole ordeal for a damaged accessory, so we sent out a replacement right away.
If you have any other questions, concerns or suggestions, we're always happy to hear from you :)
Have a wonderful day!
Convenient. Been buying stuff almost weekly.
Good prices with free shipping. Plus they don’t take forever to get it to you. Overall great company.
14 July 2024
Unprompted review
Reply from Smoke Cartel
We're constantly developing and improving our shipping standards to consistently deliver packages as fast as humanly possible. We hate that suspenseful period when you're waiting for your new piece to arrive. We're happy to hit the mark for you!
Keep a look out for our special summer flash sales 🏝
Reply from Smoke Cartel
Thank you for taking the time to share your feedback with us. It always makes us day knowing we've made our customers happy!
Enjoy your new Smoke Cartel loot!
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