Delivered fine, website fairly simple easy to navigate, only thing with the shipping I accidentally forgot the address lot number it did take like 3days almost to get a response but other than that ev... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
They have a great selection of products. Answered my questions fairly quickly as well. Shipping was a bit slow as my order was sent in 2 shipments. Part of it wasn't shipped until 4-5 days after purch... See more
Order a bong on special and received it within a week. As soon as i opened the package i noticed a sharp edge on the glass base. I reached out to them right away and sent them the pics they requested.... See more
Company replied
SCAM!! Ordered $240 worth of product and recieved the confirmation. After months of no updates followed up with customer service who informed me part of it was out of stock and the order had been can... See more
Company replied
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
3.0
Average
2K reviews
Replied to 50% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Why I always come back to Smoke Cartel
Easy to navigate site, great deals on the items purchased, shipped quickly and safely, and the items were as described or better. All the items I bought were gifts and were a big hit. Thank you!
May 13, 2024
Unprompted review
Reply from Smoke Cartel
We're happy to be your go-to source for gifts and goodies!
Have a great week ahead 😀
Worst Customer Service Ever
I ordered three bong bowls as well as some rolling papers (which have not arrived and I've had no indication that they will ship) but when they arrived I realized my bong was the wrong size, and none would fit.
So I attempted to make a return of the bowls to get a proper size. After a lengthy talk with the customer service chat (and I mean long 30 minutes plus of frustrating customer service.) I tried the link to return but it mysteriously would not load in any browser I tried. I was eventually ghosted for attempting to return an unused item as per their policy. Do not shop here. Terrible experience and the worst customer service I have ever seen in my life. BUYER BEWARE! DO NOT TRUST
May 23, 2024
Unprompted review
Reply from Smoke Cartel
Hi Maryann,
We're terribly sorry for the delay in getting your papers out. We tried to assist you in making an exchange for the correct sized bowls but we understand that you preferred a refund.
We've issued a refund for all the items you referred to.
Unfortunately is seems your order was affected by our current transition into a new system. We know this does not change your experience and we are very sorry for not being able to provide you with high Smoke Cartel experience we pride ourselves with.
We're currently working on resolving the return portal issue as it seems to happen to some customers.
Again, we really appreciate your cooperation and understanding while we tried to resolve this for you. We don't want to inconvenience you further by having to deal with returning the bowls, you can keep them for a future piece or gift them as you like.
We hope your week only gets better from here!
Works well little smaller then I…
Works well little smaller then I expected.. nice color, altogether love it
May 8, 2024
Unprompted review
Reply from Smoke Cartel
Thanks for taking the time to share your feedback. We're glad to hear that you're happy with your new Smoke Cartel loot.
If you have something specific in mind, our support team are always happy to help in comparing and recommending different products in our wide range of products.
Easy peasy
Ordering was simple enough, processing was quick, shipping was quick, prices seem fair. Order status was communicated clearly—my order was split into two packages, shipped separately.
April 22, 2024
Unprompted review
Reply from Smoke Cartel
Thank you for sharing your experience! We're glad to hear that ordering was straightforward and that you appreciated the quick processing and shipping. Clear communication is key, and we're happy to know you were well-informed throughout. If you need any further assistance, feel free to reach out!
I ordered a gift for my mother and…
I ordered a gift for my mother and still it says that it's just been order received no updates or anything it's been 8 days and nothing and I contacted them through email and all the support functions on the website but not a single peep from them. But their website states it'll be there within 2 to 3 business days and I already paid for it so I expect a product to be delivered I just need a time or any updates such as a delay or anything.
May 18, 2024
Unprompted review
Reply from Smoke Cartel
We're sorry that we couldn't get your gift to you in time. It seems that there was a warehouse error.
I see that our support team worked with you to curate a more extensive gift to make up for this delay. Your package should be out for delivery right now.
Let us know how happy your mom is with her new Smoke Cartel loot!
Buyer beware. Customer service doesn’t exist and they ship you broken glass
I purchased a dab rig from them and it arrived broken and unusable. I have contacted them 5 times over every available method (chat, email, text, and phone) and no one will respond. Total waste of time and money. Buyer Beware!!!
May 15, 2024
Unprompted review
Reply from Smoke Cartel
Hi Aaron,
Sorry to hear that your package arrived in such a state. We offer Route Package Protection as an add-on to your order which insures the order from any shipping mishaps such as this one.
You've decided to opt-out of this service but we've still got your back. We've escalated your issue to management accordingly and looking to resolve it as soon as possible for you.
Have a great day!
The products are premium and the…
The products are premium and the selection is great. They have everything in all sizes in stock.
May 1, 2024
Unprompted review
Reply from Smoke Cartel
Thank you for your fantastic review! We're delighted to hear that you're impressed with our premium products and wide selection. It's our goal to offer a variety of options to suit every preference. If you ever need any assistance, we're here to help!
I tried to return the bong and was not…
I tried to return the bong and was not able to after numerous request
May 1, 2024
Unprompted review
Reply from Smoke Cartel
Hi there,
Unfortunately, it seems that your return does not fall within our policy as we do not accept return of used items. Since you had already packed and lit the bowl, it falls outside our policy.
You can read more about it here: https://www.smokecartel.com/pages/refund-policy
We're still happy to help in finding a new piece that is more suitable to your preferences.
Have a great day :)
GOOD GLASS FOR GOOD PRICE
Just bought a nice little piece. It works great the shipping was fast and everything came in one piece(not broken). Perfect site for nice glass at a good price
May 16, 2024
Unprompted review
Reply from Smoke Cartel
Thank you for your awesome review! We're thrilled to hear that you love your new piece and that everything arrived quickly and safely. It's fantastic to know you found our site perfect for high-quality glass at great prices. Happy smoking!
POOR customer service
I would love to give you my opinion. I made a purchase on 4/20 and put in the 420 discount code and it didn't take. Perhaps I didn't click the Green arrow next to it. I immediately emailed you and called for several days. Each time I called I got a recording and left a message and never got a returned call back. And when I emailed you I never received an email back. I was hoping you would refund my 20% off. If you would like to make it right now that would be great. Order number is 930-543
April 20, 2024
Unprompted review
Reply from Smoke Cartel
Hi Mary,
Thanks for taking the time to share your feedback regarding your experience with us. We value critique as it helps us improve.
We're unsure why your messages weren't coming through but we are glad we were able to get this fixed up for you right away.
We've always got your back 💪
Enjoy your new Smoke Cartel loot!
On 5/19 I ordered #930500 vaporizer
On 5/19 I ordered #930500 vaporizer. Then I saw the mini pax and decided to order it and send back the original order. I have called, texted, and emailed trying to get authorization to return it with no reply. You send the calls to voicemail and don’t answer the texts or email. Will you help me now? Hopefully, Ruth Aspen
May 12, 2024
Unprompted review
Reply from Smoke Cartel
Hi Ruth,
Thank you for taking the time to share your feedback. We're sorry to hear that our support team were unable to get back to you in a timely manner. We've recently been experiencing a high volume of messages which has resulted in longer response times.
I see that our team got back to you with instructions to return your first order.
If there's anything else we can assist you with, please don't hesitate to reach out and we will get back to you as soon as possible.
Have a wonderful day :)
Unfortunately poor customer service
Unfortunately poor customer service. To be fair my package arrived quickly, but I didn't really want it to begin with.
Sent an email to cancel my order on the same day I purchased it - No response
Sent emails to return my item - No response
Called multiple times to return my item - No response
I understand being busy, but its been weeks since my first email. I'm pretty busy and don't have the time to keep calling just to get no response.
May 10, 2024
Unprompted review
Reply from Smoke Cartel
Hi there,
We appreciate you taking the time to leave a review. We hate that you felt the need to comment here due to the delayed response from our team.
We've been receiving a high volume of messages recently which has increased our response time significantly. We assure you it was not our intention to make you feel unheard. We value our customers more than anything.
Our support team have responded to you with instructions to initiate the return. We prefer maintaining open communication so please don't hesitate to reach out with any questions or concerns you may have. We're here to help.
We hope your day only gets better from here :)
Bong and ash catcher broke after first use
Bong and ash catcher broke after first use. Reached out to Smoke Cartel since it seemed to be a defect, but there was no response after reaching out to them multiple times.
April 21, 2024
Unprompted review
Reply from Smoke Cartel
Hi Jason,
We're sorry for the delay in getting back to you. We value our customers and do our best to get all issues resolved and compensated as quickly and efficiently as possible. Unfortunately we are currently experiencing a high volume of messages which is affecting our response time.
I see that our support team are handling your case and working with you towards getting a resolution.
Please don't hesitate to reach out to them with any questions or concerns you may have.
We appreciate your patience and cooperation.
Nice and deep
The two quartz bowls arrived safely dispite USPS shitting on my 420 and making me wait after, when they were supposed to be here that day.
April 20, 2024
Unprompted review
Reply from Smoke Cartel
We're relieved to hear that your quartz bowls arrived safely, despite the unexpected delay.
We apologize for any inconvenience caused by the shipping delay, and we appreciate your patience and understanding.
If there's anything else we can assist you with, please don't hesitate to reach out.
Exactly what I expected and wanted
Exactly what I expected and wanted. Easiest bong to clean that I have used in the last 50 years - LITERALLY
May 5, 2024
Unprompted review
Reply from Smoke Cartel
Thanks a bunch for the glowing review! We're thrilled to hear that our bong has exceeded your expectations. Keeping things clean and hassle-free is what we're all about. Here's to many more years of smooth smoking ahead!
A + site for nice glass wear and other products
I like this site. Good products at a reasonable price. I have found my products to be shipped to me quickly and packed well. At this point I have ordered several products / items from here and have been very pleased with my orders
May 5, 2024
Unprompted review
Reply from Smoke Cartel
That's fantastic to hear! We're thrilled that you've had such positive experiences with us. Our goal is to provide quality products at affordable prices, and it's great to know that we've been able to meet your expectations. Thank you for your continued support, and we look forward to serving you again in the future!
NEVER AGAIN- two different orders
NEVER AGAIN- two different orders - same TERRIBLE results.
the OK: placing an order is easy.
the BAD: EXTREMELY SLOW PROCESSING-over 8 business days and current order (932956 placed 4/23/24) has yet to even be processed.
ABSOLUTELY USELESS CUSTOMER SERVICE. IF you can manage to contact a human customer service agent ( next to impossible) they offer the same tired excuses ( warehouse issues, carrier delays, holiday times, busy time of year, ect…) and then they do absolutely nothing to solve the problems.
FLOODED WITH DAILY PROMOTIONAL EMAILS- after ordering-your email will be filled daily with offers and discounts to purchase more items while you wait endlessly to hear anything about the order you’ve already paid for.
hey smoke cartel-if you cant provide quality service, at least offer to cancel the order and issue a full refund to customers that do not wish to do business with a company that offers nothing except incompetence.
5/9/2024- update: still no replies no status updates- so this issue has been turned over to the credit card fraud/ dispute team.
April 22, 2024
Unprompted review
Reply from Smoke Cartel
Hi there,
We're sorry to hear that you have had a less than satisfactory experience with us. We value our customer's happiness and prioritize it in our support philosophy.
It seems that our responses have not been reaching you since we had in fact gotten back to you before your update on this review. You can check your spam and promotions tab since they could have gotten lost there.
Our promotional emails are sent out by our marketing team and does not reflect other departments. You can unsubscribe from receiving these emails but clicking on the unsubscribe button on the bottom of any of the emails, or by changing the settings on your account page.
We've recently had an increase in incoming communication to our support inbox which has resulted in longer response times. The last email we sent you was a follow up email on the 12th of May.
Since you have initiated a chargeback for this order, the resolution we offered will be a bit different as we'll have to go through your bank to issue you a refund if that is what you prefer.
We're always here to help. We look forward from hearing back from you.
Have a great day.
Can't get help
I bought a new piece and the downspout shattered within two days. I go to order a new one, and the process was confusing and I wound up with the wrong size downspout. I reached out to SC, but their automated system hasn't done anything to help me. I've been shopping with Smoke Cartel for a while, but after this experience it will likely be my last time.
April 29, 2024
Unprompted review
Reply from Smoke Cartel
Hey Chris,
Sorry to hear that your downstem got damaged so quickly. I see that our support team reached out to you and got a new one sent your way.
We are trying to expand our support operations, which is why we started offering Live chat support to reach an agent immediately to take care of simple issues, while our email support handles more needing cases, though it might take a little longer. When neither live chat nor email agents are available, our chat bot tries to utilize our knowledge base to answer all questions while opening a ticket in our inbox for our agents to address ASAP.
We're sorry that it took us a while to get back to you, but I am happy we were able to get it all fixed up.
If there's anything else we can assist you with, please don't hesitate to let us know at any time!
Have a wonderful weekend :)
Horrible customer service
About 3 weeks ago I bought their Cosmic Bubbler on sale. I like bubblers, and this seemed like a nice one.
Never received the pipe. We've called and called. Sent texts, emails. To no avail. All that's left is messenger pigeons, smoke signs, or sky writing.
Their message says customer support is very important to them. But they must apparently be in another business because Smoke Cartel has no customer service.
It was only $20 bucks, so they must be in rough shape financially. I don't expect to get it back at this point.
Don't walk, but run away from Smoke Cartel, they're the pits.
April 8, 2024
Unprompted review
Reply from Smoke Cartel
Hi Mark,
We're sorry to hear that you've had delivery issues. It seems the package was returned back to our warehouse after a failed delivery attempt by USPS.
We're sorry for the delay in response you have experienced, our team are currently handling a high volume of messages and it is taking a little extra time to get back to each and every one of our lovely customers.
I see that our support team are working on getting this resolved for you as quickly and efficiently as possible.
We appreciate your patience and understanding during this transition, we're working day and night to ensure the high level of standards we pride ourselves with.
I ordered a piece over a month ago and…
I ordered a piece over a month ago and no one has updated me about my package. I’ve emailed them so many times but they never answer. I’m fully convinced this is a scam considering the piece was originally $40-$60 once i checked out I payed over $110.
February 22, 2024
Unprompted review
Reply from Smoke Cartel
Hi Alex,
It seems our emails have not been reaching your inbox. We are a US company and that's where the package was shipped out from.
The item you ordered was for $40 (USD) however you added Mulberry insurance and will international shipping the cost went up to $76.
It seems you weren't aware that prices are in US dollars which is why you paid that amount in Canadian dollars.
According to the tracking your package was sent out within 1 business day, however it seems to be held up in transit after passing the border.
Not to worry, your package is protected as you chose to opt-in Route package protection which covers you in such events. We've filed a claim on your behalf and either the package will be located and delivered or a new one will be sent out.
We recommend checking your spam and promotions tab regularly to ensure you don't miss another email from us.
If there's anything else we can help you with, please don't hesitate to reach out.
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