Complaints

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:06/16/2025

  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.

  I was recommended to get products from bay smokes and ordered the free 3.5. I paid for shipping and as I confirmed my order it immediately cancelled but took my money and says that there was a problem with the ordering process

  Business Response

  Date: 07/16/2025

  Hello,

  Thank you for the opportunity to respond to this complaint.

  The order in question was canceled and voided shortly after it was placed. Our system flagged it during a routine fraud verification check, and as a result, no payment was captured.
  We have attached documentation showing the order confirmation as well as confirmation that the payment authorization was voided and not processed.

  If the customer has additional concerns or believes there has been a misunderstanding, we would be happy to review the matter further and work toward a resolution.

  Customer Answer

  Date: 07/16/2025

   
  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.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:06/02/2025

  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.

  Hello I placed an order on 5/30 for a free sample and was charged $7 on my credit card. Later the same day my room mate put an order in as well. Both orders were given a tracking number and e mail saying items weee shipped. My room mate got her package shipped out but mine still Says shipping label created but not shipped.

  Business Response

  Date: 06/30/2025

  Hello,

  Thank you for your message! We're always happy to help. However, I can only find one order under the name ****** ******* claiming a free sample, placed on April 25. 

  To assist further, please confirm the order number. 

  Thank you! 

• Initial Complaint

  Date:05/20/2025

  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.

  Ive been trying to reach bay smokes for a couple days now almost a week about my missing package and seeing if they were going to reimburse me for said packages. Ive spent time drafting emails ,sending pictures, and being beyond patient but this is ridiculous. This is the third time I reached out with separate people and Im growing tiresome of the lack of respect that bay smokes has been treating me and my team with. Ive heard only great things from bay smokes from my colleagues and was eager to try bay smokes products this has put me off from bay smokes entirely. If I do not receive any feedback or communication from this company Im afraid I will have to escalate the situation. I have no idea if this company is running a fraudulent service and would like communication from your side.

  Business Response

  Date: 06/04/2025

  Hello,

  Thank you for your message. 

  Customer placed an order for a free sample product. The only cost associated with the order was shipping for $6.99. The original order BS293246 was marked as delivered on May 15. 

  The customer reached out and let us know that their package was possibly tampered in transit and arrived empty. We promptly issued a reshipment for their order. The new order number was BS300604. This order was marked as delivered to them on May 27. 

  Please find attached a copy of the customer interaction and the two **** tracking numbers showing the packages as delivered. 

• Initial Complaint

  Date:05/08/2025

  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.

  I made a purchase to their website thinking that the product was above 60% then I saw this claim action that says their product only contains .3so I respectfully asked for a refund within 20 minutes of making my purchase. Its been three days and I still not havent received any refund, they have not started harassing me on Instagram and being very disrespectful, saying hate words because I am a colored person.

  Business Response

  Date: 06/11/2025

  Thank you for the opportunity to respond to this complaint.

  
  We take all customer concerns seriously and are committed to providing clear, honest communication and fair service. Upon receiving the customer's request to cancel their order, we responded promptly, within the same day, and processed both the cancellation and a full refund. We will be submitting a copy of the email exchange to confirm this.

  
  Regarding the concern over product representation: all Bay Smokes products, including those containing THCa, are hemp-derived and fully compliant with federal law. Our flower products contain less than 0.3% ?-9 THC by dry weight, which meets the federal definition of hemp as outlined in the 2018 Farm Bill. THCa, or tetrahydrocannabinolic acid, is the non-psychoactive precursor to THC that naturally occurs in raw hemp. While THCa can convert to THC when heated, it is not regulated under the same standard unless the ?-9 THC content exceeds the legal limit. We lab test every product batch to verify compliance, and results are available both online and on product packaging.

  
  We would also like to directly address the social media allegation. At no point did Bay Smokes or any member of our team attempt to contact this customer via social media, nor would we ever do so in response to an order cancellation. The cancellation was handled promptly and without issue, and we were happy to honor the customers request.

  
  Finally, we strongly refute any implication of discriminatory practices. Bay Smokes is an all-inclusive company that values and respects all individuals, regardless of race, gender, sexual orientation, or background. Discrimination has no place in our operations, and our policies and company culture reflect that commitment.

  
  In summary, the customers order was canceled and refunded promptly, our product labeling and practices are legally compliant, and we categorically deny any inappropriate or discriminatory conduct. We believe this matter has been resolved appropriately and respectfully.

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23305667
  
  I am rejecting this response because: they still not have refunded the amount owed. I have not received the items that I cancel with my order
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 07/16/2025

  To Whom It May Concern,

  Thank you for the opportunity to respond to this complaint.

  We categorically deny the claim that the customer was harassed, mistreated, or discriminated against in any way, including on the basis of race. Our company maintains a strict zero-tolerance policy toward harassment or discrimination of any kind. We are committed to fostering an inclusive and respectful environment for all customers and staff.

  In regard to the specific order mentioned (Order #CBR1273), the customer reached out on May 7, 2025, requesting a cancellation shortly after placing their order. We honored the request and the order was canceled and fully refunded the same day. We have records confirming the cancellation was processed promptly.

  As for the concern raised regarding THC content, we would like to clarify the legal framework that governs our product formulations:
  All of our products are derived from federally legal hemp and comply with the standards established by the 2018 U.S. Farm Bill, which defines hemp as cannabis containing no more than 0.3% delta-9 tetrahydrocannabinol (THC) on a dry weight basis. This limit applies specifically to delta-9 THC, the primary psychoactive compound in cannabis. While our products remain under this legal threshold, many also contain THCa, Delta-8, or other cannabinoids that are compliant with federal law and can produce similar effects when consumed.

  We strive to clearly communicate product specifications and legal compliance on our website and encourage customers to reach out with any questions before purchasing.

  We respectfully request that this complaint be considered resolved, as the customers order was canceled and refunded in a timely manner, and no inappropriate conduct occurred on the part of our staff or representatives.

  Thank you for your time and attention.

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23305667
  
  I am rejecting this response because: a refund was not placed 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:04/18/2025

  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.

  I placed an order with Bay Smokes on February 26, 2025, for $198. It was two products one $160 and one $30-35. The product I received was extremely poor quality it doesnt burn properly, has bad flavor and no effects, and is not at all what was advertised. It was promoted as high-quality smokable hemp, but the hemp I got is unsmokable. This purchase shows me that this is indeed a fraudulent business as other people were saying.When I contacted customer service to request a refund, I was told they couldnt help me because it was past the 30-day return timeframe . I understand having a policy, but this situation involves a product that is defective and misrepresented, which goes beyond a simple return request.Ive bought from them before multiple times same exact product and had no quality issues like this.Ive been a loyal customer and have spent over $1,000 with this company. I expected better service and accountability. I have also started the process of filing a small claims court case against bay smokes to get my ********* requesting a refund of $160 for the Apple fritter thca micros that did not meet the quality or description advertised. I would prefer to resolve this without having to escalate it farther, but I am ready to continue with legal action if the refund doesnt happen. And order number is #BS247875

  Customer Answer

  Date: 04/19/2025

  I have received a refund this complaint is resolved 

• Initial Complaint

  Date:04/17/2025

  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.

  I submitted 2 orders on 3/28/25 only received one of the orders I reached out several times to address my issue and it took forever for a ridiculous response saying they would look into it and never did anything about it I emailed again and again then saying they would check back 4/14 they would reply and send it promptly like really this is very frustrating Im getting nowhere very unprofessional to take people money and not ship products and also have to wait 5 days ridiculous

  Business Response

  Date: 05/29/2025

  Hello,

  Thank you for your message. We're so sorry to hear this order still has not been delivered. Upon review, it does look like **** lost it in transit and has only recently found it. It is now scheduled for delivery tomorrow, May 30. Due to the lengthy delay, we have issued a refund for the order, less the package insurance, which is non-refundable. 

  I've attached a copy of both the order tracking, and our email communication. 

  Please let us know if you need any additional information! 

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23216195
  
  I am rejecting this response because:
  I still didnt receive my order also no refund and they took over 2 months to respond ridiculous not a trusted business 
  Sincerely,
  
  ***** ********

  Business Response

  Date: 06/02/2025

  Hello,

  Attached is proof that a refund was issued for order BS265276. This was issued on May 29. Refunds do take between 3 - 5 business days to be credited back to the original payment method. 

  Please let us know if any additional information is needed to close this claim. Thank you! 

• Initial Complaint

  Date:04/16/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 placed an order on a specific date to make sure my order would arrive in time for 50 person event. Not once was I informed about anything they did not have. No communication was made until I was the one who contacted them first. Now I have a cancelled event because of the negligence of this company. It is not okay to think it not that big of a deal and you can still have your event no. Would anyone still throw a birthday party if you didnt have decorations, food or fun? No. So why would I feel my even would still be meaningful. Now Im stuff, no event no purchase and low of funds and would have to spend More money to make things happen. The audacity that was given, saying that I was given an upgrade, as if that should be accepted. This needed to be reported at a higher level. Wether I received the purchase or not.. a refund needs to be given due to the lack of customer service and work ethics that was given. I took a loss and shouldnt be the only one.

• Initial Complaint

  Date:03/26/2025

  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 placed an order on 03/15/25. The shipping label was created on 03/17/25, and items were to be delivered on 03/20/25. I never received the items as **** stopped updating the package location. I reached out to this company was told they would keep an eye out for the package. I have sent several follow up emails and received no response. I have been a loyal customer and it is so unfortunate for them to not rectify the situation

  Business Response

  Date: 04/14/2025

  Hello,

  Thank you for your email and assistance with this claim. 
  
  This issue was resolved on April 1, 2025 with a reshipment after their order was returned to sender. I've attached a copy of the customer communication approving the replacement, and a copy of the replacement order. 

  Please let me know if you need any other documentation to close this claim. Thank you! 

• Initial Complaint

  Date:02/27/2025

  Type:Order 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 order 2 half pounds and the package was supposed to been here since 2.21.25 the latest per their website overnight shipping and package is fully insured. I got the package on 2.25.25 and got open the box to get a little f****** vape. Ive reached out them on Tuesday and heard from them only one time and nothing else. No one wants to respond back to me when I spent over $700 like its just free money. I will never order from here again and I want my product or send my money back and dont tell me about a 5-7 business days because you got the money instant and I want my money back that youll couldnt fulfill my order how it was supposed to be and being extra late on the delivery per your website is unacceptable and unprofessional.

  Business Response

  Date: 03/12/2025

  Hello,

  This issue has been resolved. The customer was issued a full replacement. 

  Thank you! 

• Initial Complaint

  Date:02/24/2025

  Type:Delivery 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.

  On February 7th, 2025 I ordered legal hemp. A tracking label was created on February 11, 2025. When I track the number it states they are waiting for the package. I emailed baysmokes on several occasions and was reassured they would send another shipment out by February 21, 2025 with expedited shipping. I have yet to hear back from baysmokes and would like a replacement or a refund for order number BS237312.

  Customer Answer

  Date: 02/24/2025

  My email received from baysmokes

  Business Response

  Date: 03/11/2025

  Hello, 

  Thank you for your email. Please see the attached documents showing this customer has already received a replacement for their February order, which was stuck in pre-shipment status with ****. The documents will show an order confirmation for a full and complete reshipment, as well as the email correspondence with the customer confirming that was completed for them. 
  
  We kindly update this case to consider it closed. Thank you! 

  Customer Answer

  Date: 03/16/2025

   
  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.
  
  Sincerely,
  
  ****** Edge