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:09/07/2023

  Type:Sales and Advertising 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.

  On 08/09/2023 I purchased two gender reveal pink smoky bombs, one month later on 09/07/2023 I am being charged again for the same purchase. I DID NOT sign up for any monthly plans or memberships nor had any email confirmation of one if it was unintentional. This is unacceptable and its STEALING money from people. I would like the company to contact me or resolve this matter. I want a refund for this monthly charge that happened.

• Initial Complaint

  Date:08/18/2023

  Type:Product 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.

  This place is a scam. My order has not shipped still. **************** has not provided me any information in regards to my order. Website should be closed down. Id like a full refund on my order.

• Initial Complaint

  Date:08/18/2023

  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.

  In February 2023 we ordered a product from Smoky Bombs. Unbeknownst to us by signing up to be on their email list we were also signing up to be charged a monthly fee - there appears to be no benefit or product provided by this monthly fee.We have tried to call to cancel this fee as indicated to do so on the website however the phone number rings and rings and then goes to a voice mail box which is full and cannot receive messages.It is unethical to trick consumers into signing up for a monthly charge and then provide them no way to cancel it.

  Business Response

  Date: 08/18/2023

  Subscription can only be acquired during the checkout process. Customers are given an option to pay for the Hazmat fee for $40 or a lowered shipping of $10 by subscribing to Smoky Club. With the information provided with this, we are unable to find an order. To discontinue the subscription, please send the correct information to our email **********************************.

• Initial Complaint

  Date:08/02/2023

  Type:Service or Repair 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 purchased colored smoke bombs on June 8 and have not recieved my items. The company is refusing to refund my order even though they have not fulfilled the items I purchased. They keep saying that my order is being processed and will be shipped within a few days. This was said in June and again on July 13.

  Business Response

  Date: 08/16/2023

  Hello, we apologize how the refund request was handled by our customer service team. We have canceled the subscription for this customer as requested. As for the refund, before we can process, we need to know if her bank has refunded her already or not. Reason being is if we refund the her and there is an open case from her bank, the bank will not allow us to process the refund anymore. If we attempt to bypass them, we will get additional charges. 

  Customer Answer

  Date: 09/11/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Smoky Bombs has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ***************************************

• Initial Complaint

  Date:07/26/2023

  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.

  Smoky Bombs is a huge scam. I have been trying to receive a refund for 3 smoke bombs that never shipped for 3 weeks. Lets start with the fact I requested a refund on 7/12, a full week after I placed the order which never moved. To which their representative ****** responded and I quote directly from her email: This is definitely not the experience that we want you to have. We kindly ask you to wait for a few more days for your order to be processed the very next day. She told me to wait a few days instead of giving me my refund. I replied asking for my refund again(7/13). 7/14 ****** responds saying they can no longer give refunds for orders in progress. They dragged out my refund request until they could no longer provide one. If thats not legal theft then I dont know what is. I respond saying I will never order from them again and would never recommend others. I gave up.FAST FORWARD TO TODAY (7/26) THEY SEND ME ANOTHER EMAIL WITH THE SUBJECT: EG18 Pink (my order) IS OUT OF STOCK.At this point Im truly considering legal action and I really dont want to do this over $60 but at this point theyre just rubbing salt in the wound. I asked for a refund once more today and ******* reply was Let me check this with our fulfillment team and get back to you with an update. The icing on the cake, they were my second choice. I originally tried buying from ******* ***** and they ran into the same production issue but were more than willing to get me a refund the moment I asked for it no questions asked.

  Business Response

  Date: 07/27/2023

  Hello, we are truly sorry about our representatives not being able to explain the situation properly. We did have some issues with the supply chain as the manufacturer was running out of stocks, this is due to  Federal explosives regulations at 27 CFR, Part 555. EG halted production of all their smoke bombs. We were able to obtain as many as possible from their existing inventory, however, we were not able to acquire the variant you ordered.
  We have processed a refund for you, depending on your bank, this will reflect on your account within **** business days. 

  Thank you with your patience

  Customer Answer

  Date: 08/04/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** ***************
  
  
  
   
  
  

• Initial Complaint

  Date:07/12/2023

  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.

  Ordered on 6/27/23. After a week of not receiving items contacted company who said *** to recent promotion they needed a few more days to ship. Another week later nothing has shipped so I contact again. Told due to being busy itll be another week. Now find out company lost their ability to import products and cannot fill any orders yet they are still taking orders they cannot fulfill.

  Business Response

  Date: 07/27/2023

  Hello, we are truly sorry about our representatives not being able to explain the situation properly. We did have some issues with the supply chain as the manufacturer was running out of stocks, this is due to  Federal explosives regulations at 27 CFR, Part 555. EG abruptly halted production of all their smoke bombs. For a few weeks, we were in a grey area, and were scrambling to find a way to resolve the disrupt in order fulfillment.
  We were able to obtain as many as possible from their existing inventory, and has resumed fulfillment until supplies lasts.
  
  Thank you with your patience
  
  

• Initial Complaint

  Date:07/12/2023

  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 purchased from this company on 6/12/23 with an order total of $47.75. Their website shows fast shipping within 7 days. I have contacted the company via email, and spoke with ******. I have asked repeatedly for an estimated date of when my products will arrive. She has sent multiple emails about a delay without explaining when it will be sent out. I also stated if its not received this week that Id like a refund, which was also ignored. Red white and blue was purchased for the 4th of July engagement photos. I waited patiently a month and understand delays, but they charged me and all I wanted was an estimate and in 11 emails she has yet to provide me with any valuable information of what is going on. I think this business is a scam.

  Business Response

  Date: 07/27/2023

  Hello, we are truly sorry about our representatives not being able to explain the situation properly. We did have some issues with the supply chain as the manufacturer was running out of stocks, this is due to  Federal explosives regulations at 27 CFR, Part 555. EG halted production of all their smoke bombs. We were able to obtain as many as possible from their existing inventory. We are now fulfilling orders until supplies lasts. A refund was processed for your order, depending on your bank, this will reflect on your account within **** business days.
  
  Thank you with your patience
  
  

• Initial Complaint

  Date:07/06/2023

  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.

  On June 7th I placed an order with smoky bombs online for two smoke bobms for gender reveal. I was charged $30.56 for the smoke bobms and online the shipping service fee was $10 because its considered hazardous. On the final check out page picture attached showes a smoky bomb free membership but they charged you credit card $22.43 several days later a full week after you place your order making it exactly 7 days later purposely done.Because according to them they give you 7 days to cancel the membership thst was not on the website when ordering that you will be charged a monthly fee of $22.43 Its a bait and swith task tick that they are using against there customers. Shame on me for not taking the time to review the fine print that is not made clearly visible to the customers but shame on them for trying to scam the people.

  Business Response

  Date: 07/07/2023

  Terms and **************************************************************************************************************** policy: *********************************************************
  
  We do offer our customers lower shipping if they sign up with our Smoky Club. Hazmat shipping costs ATLEAST $38 depending on the customer's delivery address.
  We can still cancel & refund this order.
  Depending on the customer's bank, the refund will ************** **** business days.
  Thank you.

  Customer Answer

  Date: 07/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Dis doesn't justify hiw your company Smoky Bombs is in the wrong.  You guys dont clarify when checking out that you will charge a monthly fee on top of that i still haven't received any order from you guys.. you guy's charged my card but failed to deliver.. 

  This company is a joke and fraudulent. Reason why you where reported tho the BBB

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

• Initial Complaint

  Date:06/28/2023

  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.

  Ordered from Smoky bombs on Jun 11th and never received a shipping confirmation or product. The number and email on the site is listed for multiple businesses and does not work. This is a scam and ruining peoples events.

  Business Response

  Date: 06/28/2023

  Hello! Apologies but with the information provided to us in this complaint, name, address, phone number and email address yielded no match in our order list. It is quite possible that the customer ordered from other resellers of EG. In case the order was placed under a different information, please provide them so we can check and help resolve the issue. Thanks.

  Customer Answer

  Date: 06/29/2023

  Ordered by **************************** 

  Business Response

  Date: 07/03/2023

  Thank you for the additional information. We apologize for the delay in the fulfillment. A refund has been processed for order 34652, depending on the customer's bank, this will ************** **** business days on their account.  

• Initial Complaint

  Date:05/22/2023

  Type:Service or Repair 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 , got an email saying it sent out, only to discover it did not . It says on the site i will get confirmation in 3 days. I did not . Then when it didnt come in time for my event i attempted to cancel . Then they said it could not be canceled and sent me their policy. Which i understood. Then i get another charge for a membership that they don't put in bold print. And then on the same day i ask to cancel that. All of a sudden i get a shipping notification. Then it says the item was shipped and should be there the next day, and it requires a signature . Well the next day, it says delivered and a signature was received . I email them. They finally say that they cancelled my monthly subscription i was not aware of with no refund . And that maybe someone signed for my package on my behalf , when the delivery city is not even the same as my address. Then they said well its based on the addrss you gave us . Correct!! And no one received anything and the time they said it was delivered was false . As i have my ring doorbell and no one came to my door at that time.