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.
Glass piece doesn't stay in place …
Glass piece doesn't stay in place no matter how much I have tried. Does not stay charged passed five hits this company does not want to solve the problem. They want a video of the problem. The item won't stay charged. How do you video THAT? This company SUCKS 😞
April 26, 2025
Unprompted review
Reply from Smoke Cartel
Hey Gary,
Hmm.. sounds like you might have received a defective unit. Please reach out to our support team with a video highlighting these issues.
Take a quick video showing the unit, if there are visible issues highlight them, and send a quick brief to contact@smokecartel.com
Our team will them escalate this to our products department and the manufacturer to see if there are troubleshooting steps that can resolve this issue for you, or if a replacement is needed.
We've always got your back, so don't hesitate to reach out at any time.
Reply from Smoke Cartel
Hi Joseph,
Thanks so much for the great review! We're glad to hear you're happy with the product and the price. We appreciate your support and hope to serve you again soon!
your order will never arrive i ordered…
your order will never arrive i ordered a bong and it never came in even though it was in stock took 5 days for the refund to happen even though they told me they refunded it the money still hasn’t come in and my 2nd order is on day 5 with still no order confirmation this website is a complete joke and scam don’t say it’s going to take 2-4 days when every one of your customers is saying it took longer then 6-8 days
April 22, 2025
Unprompted review
Reply from Smoke Cartel
Hi Cody,
We're sorry to hear you're frustrated and appreciate you bringing this to our attention. Your refund was processed on the 21st, and while we initiate it right away, it can take 3–10 business days to appear depending on your card provider’s processing times.
Regarding your other orders:
- Your second order placed on April 18th was delivered on April 29th (7 business days).
- Your third order placed on May 3rd was delivered in full by May 12th, with items arriving in three separate shipments (May 7th, 9th, and 12th).
We aim to be as transparent as possible about shipping times, but they can vary based on location and product availability. If there’s anything still unresolved, please don’t hesitate to contact us https://www.smokecartel.com/pages/contact-us
Extremely frustrating experience
I have been a long time customer, I ordered over 233 dollars worth of pipes, I didn’t receive one of them, they never credited my card back. They won’t answer my emails, they won’t return my calls, or my money. Don’t waste your time and money at this place. Complete fraud, rip off! Don’t give them your business. Very frustrating experience, don’t let it happen to you!!! The price of the pipe that never shipped was 47.65.
April 17, 2025
Unprompted review
Reply from Smoke Cartel
Hi Keith,
We're very sorry to hear about your recent experience. We completely understand your frustration, especially as a long-time customer. While we had issues processing the refund to your card, we did send a cheque instead. If it hasn't arrived or if there’s been any issue with it, please contact us directly at [contact@smokecartel.com] so we can resolve this for you promptly.
Thank you for your continued support, and again, our sincere apologies for the inconvenience
Worst customer service that I have ever…
Worst customer service that I have ever received. I will not order from you again.
April 4, 2025
Unprompted review
Reply from Smoke Cartel
Hi Sarah,
We're truly sorry to hear about your experience. This is not the level of service we aim to provide, and we understand your frustration.
We always take the opportunity to learn more and make things right when possible—please feel free to reach out to our support team at contact@smokecartel.com at any time.
DO NOT SPEND YOUR MONEY HERE
Used to be OK....but, Ordered twice from them in past two years. Smoke Cartel sent the wrong size item both times. Would not respond to my return emails that Smoke Cartel's site uses for returns. Unacceptable customer service!! DO NOT SPEND YOUR MONEY HERE
April 14, 2025
Unprompted review
Reply from Smoke Cartel
Hi Maurice,
We're sorry to hear that you received incorrect products. Order accuracy is incredibly important to us.
We don't have a return email, we advise all our customers to reach out to our support team directly at contact@smokecartel.com with images of the items they want to return.
In your case, you said that the items were incorrect, which means we would get this resolved for you by sending the correct items as well as a pre-paid shipping label.
You can also reach out to us using multiple other channels including live chat, you can learn more here: https://www.smokecartel.com/pages/contact-us
The first order I placed they sent the…
The first order I placed they sent the incorrect part . Customer service is nonexistent. They will not answer the phone. They will not return call back requests. After 3 chat sessions of 45-60 minutes each they finally sent the correct part . Neither case had a email with tracking information. 2nd order was for an expensive vape that I ordered because it said that it would ship in 2-3 days. 18 days, 6 phone messages, 6 emails and 5 chats of 1hr each they finally cancelled the order and refunded my money with no explanation why they sat on an in stock order for 18 days.
April 15, 2025
Unprompted review
Reply from Smoke Cartel
Hi Gregory,
It seems that our emails are getting lost in your spam or promotions tab. Our support team have responded to each request you sent (not all duplicates were responded to), additionally, tracking numbers are sent out automatically in our shipping confirmations.
After reviewing your communication with our team, I'm glad that this was resolved amicably. We really appreciate your understanding as there seemed to have been an issue in the logistical side of things. Your request resulted in a full investigation on the issue and our team were able to identify a problem that had went unchecked for quite some time.
Since this was on the logistical side of things, our support team were not privy to the details nor were they able to explain the effects of this issue.
We hate that this was a less than satisfactory experience for you, but we assure you that we've always got your back.
If there's anything else we can assist you with, please don't hesitate to reach out at any time :)
I’ve returned an item for refund unopened
I’ve returned an item for refund in an opened box, I’ve not gotten a refund. They are just ignoring me now. Beware I’m going to try to dispute with my credit card.
April 6, 2025
Unprompted review
Reply from Smoke Cartel
Hi Gary,
Thank you for your patience. Your return was accepted and refunded.
The delay you experienced was due to the high volume or orders and requests we were receiving during the anticipatory sales for 420. This caused our support team to take a little longer to respond, and our warehouse team to accept returns.
Glad we were able to get this resolved for you nonetheless.
If there's anything else we can help you with, please don't hesitate to let us know.
Have a great day!
Incompetent customer service
Ordered a rig that came with a banger, it arrived and the banger broke after the first use. Contacted support, they sent out a banger that was both too large and the wrong configuration- they sent a female banger when I needed a male. After trying to contact support once again, they have not responded to my issue. Unfortunately, I will not be purchasing from this site again.
April 1, 2025
Unprompted review
Reply from Smoke Cartel
Uh-oh, sorry about that mix up. We hate that your piece wasn't ready to use out of the box, can't believe the replacement banger wasn't compatible. I see that our team tried to reach out to you with no success, maybe their emails got lost in your spam or promotions tab.
I'm escalating this to our management team for a full investigation to see how this could have happened. You should receive an email confirming that a replacement order has been placed in the system for the correct sized banger.
Again, we are terribly sorry for this inconvenience.
If there's anything else we can assist you with, please don't hesitate to let us know.
Have a great day!
I ordered from them about 2 weeks ago…
I ordered from them about 2 weeks ago and my package still did not ship out. I was getting a little impatient so i decided to contact them. I called within open office hours but got sent to voicemail every time. I emailed them and got no response. I got scammed don't buy from smoke cartel. UPDATE: They got back to me after a few days and I got a refund. I still can not recommend smoke cartel due to there poor customer service and buggy website but I will change my rating. I will also note that I ordered from them a few months before and got what I ordered even tho the shipment came in slow and in separate pieces I still got everything I payed for so I'm not really sure whaat happend this time.
April 13, 2025
Unprompted review
Reply from Smoke Cartel
Hey Izaya,
It's a bummer that your previous experience was less than satisfactory. Unfortunately during the 420 sale things got super busy and we were getting a lot of requests daily.
It took us some time but we replied to everyone and resolved all the issues. I'm sorry we weren't able to fulfill your order and a refund was issued.
As an experience Smoke Cartel customer, you know our experience is smooth and straightforward. Customer happiness is why we're here.
If there's anything else we can do for you, we've got your back 😉
missing parts and cant give a review on…
missing parts and cant give a review on there web site and for a good reason you will never get a reply no matter how you try text nope phone calls nope email nope i got ripped off do not ever purchase anything from them or you will be sorry i didn't listen to all their bad reviews on the website about missing parts enter that place at your own risk don't expect anything other they bad customer service a update I’m still missing the turbulator for the top of the banger this company is absolutely the worst stay away you have been warned you won’t get everything you paid for he did send the banger but it’s still missing the top he is a total rip offf even if this review helps one person I’ll be happy but I hope everyone reads this review before they purchase anything I will post bad reviews every place I can about smoke cartel on how bad they are to deal with I will not ever stop it’s not a expensive item it’s the point that they ripped me off I can’t be the only one read all the reviews before you purchase anything from them
April 4, 2025
Unprompted review
Reply from Smoke Cartel
Hey Kevin, sorry for the delay in getting back to you. With 420 coming up at the time it was a little hectic for us, we were getting a lot of requests on a daily basis.
Tho it took us some time, our team has gotten back to everyone who reached out during that busy period.
I'm sure we got this resolved for you, but please provide me your email and order number in the information request I sent to personally review your support experience and make sure this was fixed smoothly.
Thank you for your patience and understanding.
Have a great day!
Placed 1 order for 3 items
Placed 1 order for 3 items. They broke it into 2 shipments. The first delivery came; one item was correct the other item was short 1 piece. The second delivery came. It was for a downstem which ended up being too long to fit my bong. Contacted customer service twice with no reply whatsoever. Based on the above this place sucks!
April 7, 2025
Unprompted review
Reply from Smoke Cartel
Hey Jack,
Sorry for the delay in response.
We utilize multiple warehouses and vendors to ship ordered out. So it's common for an order to be split into multiple packages. It started during the COVID lockdown and has proven to be a great solution for faster shipping speeds.
If the downstem is unused (which should be the case since it was the wrong size) then we'd be able to make an exchange no problem. For the missing piece, our team would escalate it to our warehouse department to see if this was an error that we should investigate and fix, or if there was an issue with the order. In both cases we would send a replacement or refund depending on what's more suitable for you.
I'm sure our support team have gotten this resolved for you, but I still sent you a request for more info to double check it went smoothly and see if there is anything more I can do to turn that ordeal into a positive experience!
Looking forward to hearing back from you.
Reply from Smoke Cartel
Hi Wilfred,
We're sorry to hear that your smoking experience isn't the best. It could be the flower you're using or the setup doesn't suit your usage.
Feel free to reach out to our team via email at contact@smokecartel.com and we'll be happy to discuss your current setup and give you tips and tricks to make sure you have the most flavorful experience yet!
BAD COSTUMER SERVICE
I HAVE WRITE YOU A COUPLE OF TIME ALREADY AND I HAVENT HEAR FROM YOU WELL AGAIN...A PAID FOR 2 DIP TIP FYRA AND THEY ONLY SEND ME 1...THE SHIPPING WAS GREAT EVERYTHING WAS OK BUT THE COSTUMER SERVICE IS HORRIBLE, DONT THINK I WOULD BUY ANYTHING FROM THEM AGAIN...I READ THE REVIEW THAT TALK BAD ABOUT THE COSTUMER SERVICE BUT I WANT TO TRY IT ANYWAY...I WAS WRONG
March 5, 2025
Unprompted review
Reply from Smoke Cartel
Hi there,
We've tried to reach out to you several time in order to identify who you are or which order you are referring to.
Our support team is available 24/7 though email, live chat and phone. Due to high volume of requests it sometimes takes us a little extra to response, however our initial response is on average within 24 hours. Exceptions exist if a request is complex and requires escalation.
For you case, our team would immediately request an image of the package and send out a replacement for the missing unit. It is possible that our email responses have gotten lost in your spam or promotions tab. We recommend whitelisting our support email (contact@smokecartel.com) to make sure you don't miss anything :)
Our team is always here to help, please don't hesitate to reach out at any time.
I just really love what smoke cartel…
I just really love what smoke cartel has to offer! I spoil myself and buy something every month! Thanks again!
March 23, 2025
Unprompted review
Reply from Smoke Cartel
Thank you for being a loyal customer. You're always welcome in this Cartel 😉😎
Got my order on time and loved all the…
Got my order on time and loved all the products I got!
January 15, 2025
Unprompted review
Reply from Smoke Cartel
Thank you for sharing your feedback! Happy customer are why we're here!
Reply from Smoke Cartel
Hi Billy, our average processing window is 1-3 business days, it seems your order was shipped on the 4th business day. We're sorry for this delay, but sometimes when there's a packed shipping queue, it takes us a little longer to get orders out.
The shipping speed depends on multiple factors but the delivery option for our package takes 2- business days, and your package was delivered on the 3rd business day.
We hope you're enjoying your new Smoke Cartel loot!
Scam. They send the wrong items then ignore emails.
I ordered a “Dr Dabber” brand vaporizer. They shipped me something called a “dipper”. I emailed them right away telling them that it was wrong, they responded within a day asking for pictures of the item that I received. I sent a few pictures and then they stopped responding. About a week after their last response, I emailed again saying that I needed a response or I would be filing a dispute with my credit card company and again, no response. I ended up filing a dispute. I sent back the item that they sent me and still no response.
February 24, 2025
Unprompted review
Reply from Smoke Cartel
Thank you for your feedback, and we sincerely apologize for the inconvenience. Our team has been dealing with a high volume of inquiries. We understand your frustration, and we’ve been actively working to resolve your issue and are currently awaiting your response to determine how you’d like to proceed. Once we hear back, we’ll make sure to resolve this promptly. We truly appreciate your patience.
Customer service was fast and helpful
I had an issue and emailed customer support and they got back to me fast and helped me fix the issue. I had a great experience with the customer service! Simon was fast and helpful and by far the best prices out there! #1006105
March 3, 2025
Unprompted review
Reply from Smoke Cartel
Happy customer are why we're here! Have a smokin' day 😎
Canceled my order without providing reason for doing so
Smoke Cartel charged my card for my order and then canceled the order and refunded my card then sent an email notifying me of the cancellation. The email provided no reason. I sent an email back to customer support asking why. They responded saying that the shipping address is different from the billing address and they believed that to be a security threat. Why do they have fields on the online order form for shipping address and in addition a another set of entry fields for billing address if they believe them to be a security threat. I was attempting to send a gift to a colleague at a different address from where I work.
March 3, 2025
Unprompted review
Reply from Smoke Cartel
Hey Danny,
We employ a 3rd-party fraud agency to protect victims and minors from being negatively affected through prohibited transactions. A part of this security system includes a filter that automatically cancels and refunds orders that fit certain criteria.
Our support team are unable to share the exact reason since they don't have access to the full report, but it seems that they speculate it could have been related to the shipping or billing address.
We normally recommend trying to place the order again, while making sure the billing address matches the one listed with your card provider, the exact format. Having the billing and shipping address different is not usually an issue, we get orders like that all the time, it could be possible that there are other triggers.
We're sorry we weren't able to provide a smooth ordering experience for you in this situation, however, these strict policies are in place for compliance and security reasons.
If there's anything we can assist you with, within our capabilities, please don't hesitate to reach out.
Have a great day!
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