ComplaintsforSmoke Day
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/10/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
They messed up my order, then proceeded to tell me they would fix it, finally sent me my order after a month of me fighting with them. Then told me I would be getting a refund as well for the problem.i have the email of them telling me that and I had to pay in full for the pay in 4 because I never got the refund. They have been rude and confusing . Also they did not id check me for the purchase which you would need to be 21 or older to order.Business response
11/14/2023
Dear BBB and ******************,
We are addressing the complaint filed by ****************** regarding her transaction with SmokeDay. Our response aims to provide clarity on the actions taken and our standard business practices.
****************** reported an issue with her initial order. In response, SmokeDay offered two resolutions in accordance with standard retail practices: either a replacement of the item or a return for a refund. ****************** expressed her preference for a replacement in her communication on October 25, stating, That would be great, thank you! Is there any way to get the one I ordered?
In line with her request, we shipped the replacement item on October 31. The shipment details are as follows: Shipped from Main Warehouse, Tracking Number **********************, via **** Ground Advantage.
It is important to note that in retail, it is customary to offer either a replacement or a refund, not both. This policy ensures fairness and transparency in transactions. There appears to be a misunderstanding regarding the provision of a refund in addition to the replacement. We apologize for any confusion caused, but we must clarify that receiving both a replacement and a full refund is not a standard business procedure.
Our goal is to maintain clear communication with our customers. In this situation, we believe we have adhered to our commitment by promptly sending the replacement item as per Ms. ******** request. We have acted in good faith and in line with our policies.
Customer response
11/16/2023
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,
***************************Customer response
11/21/2023
My problem is not resolved? I was asked would you like to continue the process, my problem was not resolved. I did not get a refund or anything from this terrible company. Please help me.Business response
12/19/2023
Hello.
This customer had initially opened a complaint which we had communicated with the customer and she agreed to get a replacement which we sent her on October 31, 2023 and then she agreed to our response and the case/complaint was closed. However, the customer again on November 11, 2023 she opened the same complaint with the same reason. We have the proof (I have attached it below) that shows we have shipped her the replacement as agreed by her. Can we please get this case removed as it is impacting our store's rating. If you need anything else please let us know. Thank you!
Regards,
SmokeDayInitial Complaint
03/07/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a water bong just over a month ago from this store. The VERY first time I attempted to use it, two glass pieces separated at a seam. When I contacted SmokeDay, the initial response was "order a replacement part from us for $9.99". The second time I approached them, the response was "it's wear and tear", basically you're ***. Unacceptable responses, both.Initial Complaint
01/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On December 7th I ordered an item from smokeday.com. It was a gift and I patiently awaited its arrival until the day of. It had told me the package was delivered, but returned to sender because the address was wrong. I emailed the sender asking for a new one, and I never received it. I reached out to the business with complaints but they never responded. Extremely unprofessional since I was told Id receive a new item and never did.Customer response
04/26/2023
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. Hi, I wanted to know when this case will be considered as resolved?
Can you **** as resolved please. Or let me know the next steps to get it resolved.
Thanks
Sincerely,
May ******Initial Complaint
05/30/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I paid 30 dollars for a gas mask bong 2 days ago I've been charged for the item I was given a confirmation number but still haven't received a tracking numberBusiness response
06/02/2022
Hello,
This customer ordered on a Saturday over memorial Day weekend. We dont work weekends and federal holidays, which is normal in our industry. The customers package was shipped promptly once we arrived back to work on Tuesday.
Initial Complaint
05/02/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Order date 3/21/2022 Order number #********** Order total:$314.60 *** tracking number 1Z6Y150W0322776415 This order was returned due to one of the items being broken. I have been in contact with this company via email since i received the item. This item was sent back on March 28th. Since it has been over a month since the item was returned, I had emailed the company for an update and i haven't had a response in 4 days. I believe i am being ignored... I have done everything the company had asked me to do. I just would like my money back as it is ridiculous to have to wait this long for a refund. I have attached a PDF with the email conversation.Customer response
05/25/2022
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
03/03/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchased items from this business that are not what the picture was and arrived with a broken hole in the glass. The bong is not the correct size hole as described. The shipper has no phone number and is unable to comprehend this. He insists I *************** back up and pay for a shipping label minus a restocking fee. I showed pictures to him and he still refuses to comprehend the problem. Complete scammer business.Business response
03/10/2022
Hello, we have received your message and I believe we have resolved this issue or in the end of resolving this issue. Please email us if you have any questions. Thank you.Initial Complaint
12/29/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
A friend of mine a single pregnant women ordered an item for me earlier this month (December 2021). It is now December 29 2021 and I still, do not have the gift that was clearly orders and paid for. Smokeday refuses to tell me where it is and there customer service department is incompetent and has taken outrageously long well over a week to go be me an response to a simple question. I just want to know where my order I do not have the tracking number nor should I have to ask my pregnant friend for it. I provided my address the buyers address her name my name the item exc. This is hands down. The most exhausting experience I have ever had. The lack of urgency and insolence from smokeday.com I find insulting. This is exhausting this is a simple question not rocket science at all. I have been in contact with them for days but still have no resolutions or answers.Business response
01/03/2022
Hello. We have contacted the customer and resolved his issue. A order was never found in his or her name and the customer was never billed for any goods/services.
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Customer Complaints Summary
7 total complaints in the last 3 years.
1 complaints closed in the last 12 months.