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Business Profile

Pipes and Smokers Articles

Smoke Cartel

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pipes and Smokers Articles.

Complaints

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

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Smoke Cartel has 4 locations, listed below.

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    Customer Complaints Summary

    • 48 total complaints in the last 3 years.
    • 13 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:01/30/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Smoke Cartel

      Business Response

      Date: 01/31/2025

      Hi there,

       

      As we've indicated via email, it is mentioned multiple times in the product page that "The pipe ships in varying colors, depending on availability. "
      We do not have the option to choose the color nor leave a preference when placing an order for this piece.

      You reached out to our support team saying you did not receive the color you ordered. Our team mentioned that these come in assorted colors and you can't pick the one you like. However, we were still happy to exchange it with one that you liked as long as it is available. We first asked for a picture of the unit you received and you sent us showing that it was already used.

      As per our policies which can be found here: **********************************************************
      "We accept returns on all unused products, as well as electronics within their original, unopened packaging, up to 30 days after the order has been placed. If the product has been used, even just once, we cannot accept the return."

      After careful investigation, we have concluded that your order arrived as per the description and product images. In relation to our customer support team's decision in, we find that they have followed our policies accordingly. And although they wanted to go above and beyond to get you the color you wanted, they were unable to do so due to the original piece being used. 

      Thank you for choosing to shop with Smoke Cartel, where order accuracy is extremely important to us and we use our product descriptions to ensure expectations are set and met.
      Have a great week ahead!

      Customer Answer

      Date: 01/31/2025

      [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: 22878820

      I am rejecting this response because:

      Regards,

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

      Customer Answer

      Date: 01/31/2025

      It is out of my hands. *********** will handle from here on out. Thank you for your help on this subject. ****** has already refunded the money to our account.This company treats it customers like c***

      Customer Answer

      Date: 01/31/2025

      Please stop all proceedings and email. Our bank has taken control of this matter, refunded me the money. Let them go after them, they will get their money.

    • Initial Complaint

      Date:01/15/2025

      Type:Delivery Issues
      Status:
      Resolved
      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.

      [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,

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

       

      Business Response

      Date: 01/16/2025

      Hi there,

      We're terribly sorry for the processing delay you are experiencing, and we completely agree that this should have been resolved from the first time you reached out to us.
      Unfortunately at the moment we seem to be having some issues with certain vendors, the item you purchased is listed by the manufacturer and they are handling fulfillment. 

      Although the issue has been resolved, it seems the orders affected did not automatically get updated in the system and will have to be recreated.
      I have reached out to you directly with a new estimate to see if you would still like to receive your order or get a full refund.

      We apologize deeply for this error and the inconvenience this has caused you. 
      We've got your back and will get this sorted out and compensated ASAP!

    • Initial Complaint

      Date:10/23/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Yeah, the company gave me a refund, but I  had to go through you to get a response. They made it right because they had to, not because they should. I was going to reply to you sooner, but I  didn't have a pen in my car to write down that ridiculously long code. I'm busy and this is not my job, so I shouldn't be expected to reply immediately before you close a complaint. It's really dumb to post that I failed to reply because you're so impatient. 

      Business Response

      Date: 11/10/2024

      Hi there,

      We're sorry that the product did not meet your expectations. We are conducting a full investigation to understand the source of the issue as our team did not direct you to our return portal where you could have initiated your return, nor did they send you a return label manually. We believe that there was a misunderstanding at some stage since you report that a replacement was sent out instead.

      We've issued you a full refund for the item you wanted to return and we hope you enjoy the 2 units you received as compensation for this frustrating mishap.

      We hope your day only gets better from here.

    • Initial Complaint

      Date:10/18/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 9-3-24 order number ******. After a couple weeks I tried emailing and calling them asking where my items were. They took my money but never sent the item or replied back to me.

      Business Response

      Date: 12/09/2024

      Hi there, We are terribly sorry for the fulfillment delay you experienced. Unfortunately the item you ordered is offered directly by the vendor on our website. We tried to reach out to them several times in order to get an ETA for you but were unsuccessful. Weve reached out to you with alternative options that we can ship out to you. Its possible that our support emails got lost in your spam or promotions tab. Take a look there for emails from ********************************** and you should find our recent email. We hope you take a look at our recommendations, and find something that you like. As weve expressed in our correspondence, we can issue you a full refund if you prefer, but we hate to see you go unsatisfied and would love it if you could give us the chance to make this up for you. If you have any questions or concerns, please dont hesitate to reach out to us directly, were always happy to help.

    Smoke Cartel is NOT a BBB Accredited Business.

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