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
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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.
Sent me glass in a BUBBLE MAILER
Sent me glass in a BUBBLE MAILER, it was crushed when i got it and they wouldnt replace it. F that place..
December 22, 2024
Unprompted review
Reply from Smoke Cartel
Hey Zac,
We're sorry for the shipping mishap you encountered.
Our team was going to send out a replacement right away. Since you reported that you were going to place another order, we wanted to wait and ship everything in one package.
The items were not properly shipped and we take full responsibility in getting this resolved for you.
Warming up to Eyce
Ordering was easy and product arrived on time. The Eyce is an okay dhv. Vapor is so-so at midrange (350 - 380 degrees). Hard to get a consistent draw due to the design of the mouthpiece. It's good for its price point.
December 5, 2024
Unprompted review
Reply from Smoke Cartel
Thank you for your review! We're happy to hear that your order process was smooth and that your product arrived on time. We appreciate your feedback on the Eyce and are glad you find it a good option at its price point. The vapor performance and mouthpiece design can vary based on personal preference, and we’re glad to hear your thoughts. If you have any other questions or need further assistance, please don’t hesitate to reach out. We hope to serve you again soon!
While I've had some issues with items…
While I've had some issues with items shipping in the past I've decided to delete and change my initial review on my own accord without request. The reason for this is because each time an issue has arose customer service has eventually helped me resolve it. I can understand by offering such a wide variety of products it comes with a lot of complications with distributors, ordering systems, and even just getting in touch with people. Unfortunately, it takes time to resolve issues and can lead to frustration and even the wrong impression easily. Although it would be nice if customer service were more available and thorough with questions and concerns..(Maybe send follow-up e-mails periodically to people with problems to let them know they aren't alone and the issue is still being worked on.)
..I think it's important to remember this isn't amazon...
You can't cancel items last minute and expect people to do much about it or not wait for problems to be located and solved....24/7 availability isn't even exactly practical and it's likely price matching requests wont be honored immediately.
Basically how I feel after my 2 experiences ordering is....Things could be better....
However, after having multiple issues.. I've also had multiple fair solutions and you can only complain so much in that case... There is plenty of room for improvements truly but they are a legitimate website that will eventually make it right in the end.
I will order again in the future...
However.....
Just to be 100% honest. I will be very hesitant to purchase expensive or time sensitive items because I'm aware the potential for issues is almost more so present than just ordering from the official websites. While that is an unwelcome thought.... They also offer shipping protection and stock from multiple sites to cut down shipping costs as well....
There is reason to order from this website that makes sense.. Just as well as legitimate concern to be taken into account also I suppose.
Thanks for helping me resolve my issue and compensating me for my trouble and time. I do appreciate the effort, time, and apology sincerely.
I had the owner/person responsible of the distributor contact me where the issue was originating from and give me a genuine apology, a small bonus item to say sorry and make up for the mistake, along with photos of the original item I was having issues with shipping out being sent by him personally. In addition to this I was also issued a refund for my item from Smoke Cartel as an apology on their end.
I do believe this was a professional and courteous response to my issues/frustrations after having to wait an extended time for a solution and I do appreciate that a lot from both the distributor and website.
December 15, 2024
Unprompted review
Reply from Smoke Cartel
Hi Brad,
We're really happy to read your updated review because it means we were able to turn this negative experience around. We hate how frustrating this has been for you. Luckily we were able to get this resolved and the package is expected to arrive before Christmas.
We highly appreciate your understanding and we agree that there is room for us to grow. Thank you for highlighting these areas in both the original review and this update. We are adamant in perfecting our service, and will continue to do so with the support of the amazing Smoke Cartel customers like you!
Happy holidays and see you again soon ☺
My package returned 10 days ago but I still didn't get my credit card refund
I placed an order #991380 that was expected to be delivered on Dec 07th. However, there was a delay and I got in touch with Smoke Cartel on Dec 09th to cancel the shipment because I was checking out from my hotel. I got no reply from the customer service and the package was delivered yesterday Dec 10th at 6h20PM. I tried to reach out to customer service yesterday, today again, but no reply. I also tried the refund procedures described in the website, but they didn't work either. I just need to make a simple return because the delivery delayed but I get no responses.
Update Jan 5th 2025
I received a return label from smoke cartel and was able to ship back the package successfully, it arrived 10 days ago, then I notified the company and have been waiting for my credit card refund since then. I I asked the company what would be the official timeline of the refund but the email return with an error message.
December 11, 2024
Unprompted review
Reply from Smoke Cartel
Hi Alex,
We're sorry for the shipping delay you experienced.
Our team responded to your support request immediately via live chat and within a few hours via email. After escalating the issue, we sent you a pre-paid return label the next day.
You reached out to us on the 9th of December and our team reported that they are unable to cancel the order as it had shipped, but will try to have it sent back. Unfortunately we were unable to do that in time and the package got delivered. You reached out again requesting a return label so the hotel can send this package back to us.
We hope this clarifies the situation from our end. We assure it was never our intention to mislead you, and we were doing our best to provide you with a speedy resolution. We understand how frustrating this must have been, especially that you were not there when the package was delivered.
If there's anything else we can assist you with, please don't hesitate to let us know.
Have a wonderful day!
Horrible
It’s been just about 2 months no product has been delivered and they now have stopped answering my emails. Trust me go elsewhere!
December 11, 2024
Unprompted review
Reply from Smoke Cartel
Hi Denise,
We're terribly sorry for the frustrating shipping experience you're going through. We're doing everything we can to try and get your package through customs.
We can't be sure why this specific package is being held by customs. Either they will contact you with further instructions, return that package back to us, or let it through to be delivered.
We are hesitant with trying to send a replacement as we are unable to guarantee that it won't be held as well. We are trying to see if we can get some of the stock sent to one of our warehouses in Canada and ship it out to you from there, but with the holiday season we can't be sure how long that will take, logistically speaking.
We assure you we are working diligently and following up regularly to try and have this Christmas gift delivered in time. But our hands are tied with the package being held.
Again, we apologize for this frustrating experience. We understand how stressful this is and how important the package is to you.
We will provide you with an update as soon as possible!
They took my $ and never sent item
Ordered a relatively expensive item, over $200, got a confirmation email, my credit card was charged, and it just never shipped. Kept asking, no response. Had to dispute the charge with my credit card company.
November 4, 2024
Unprompted review
Reply from Smoke Cartel
Hi Amy,
We're terribly sorry to hear that your recent experience was less than satisfactory, and that you felt like you had to file a dispute to get a resolution.
It seems that you placed an order for an item fulfilled by the manufacturer. Smoke Cartel expanded to act as a marketplace for some curated brands to compliment our wide product selection. Unfortunately, we were unable to hear back from the manufacturer in time. They were experiencing some technical difficulties that resulted in your order being stuck in the processing phase.
We highly appreciate you taking the time to share your feedback and frustration with us. I assure you that we've initiated an internal investigation to see what corrective actions we can take to prevent this from occurring again.
Bad customer service experience *resolved*
*update*
Smoke Cartel made this right and sent my item out for free. I got an email about how they were sending it out a few days after it had shown up in the mail so I was very confused because the order had been cancelled haha. But my partner loves it and I really appretiate them for resolving this regardless.
I placed an order on October 30th 2024 for my partners birthday. I knew I had ordered it too late to come on time but he had always wanted a steam roller ,so it was worth it. I kept checking, but it still hadn't shipped nearly 4 weeks later. I know things happen but I was just curious how much longer it would be since the email confirmation I received said usually things ship in 2 to 3 days. I sent an email asking this. I received a reply the next day from the smoke cartel customer support team. She was very nice and said she'd get me a update and resolve it as quickly as possible. I had hope! I didn't recieve any updates so i emailed again on December 4th asking if there were any updates. The reply was telling me it isn't fulfilled (I know that, that why I had sent an email in the first place) and asking if I'd like to cancel my order. I emailed back saying, if it can't be fulfilled then I guess so? And I asked if they had found out why it had not been fulfilled. I never received an answer. And the order was not cancelled. So 2 days ago on the 7th I sent another email expressing how I was disappointed in the lack of explanation or response. I told them I'd just like to cancel it and I'll have him pick out his own birthday present. I never received a reply but today the order was refunded without a word. I appretiate the refund but this was a terrible customer service experience. She was very polite when she did answer, but I barely ever got an answer and none of the things she said she'd do to help me were ever done.
October 29, 2024
Unprompted review
Reply from Smoke Cartel
Hey Caroline,
Thank you so much for sharing your experience, and I’m truly sorry to hear about the frustration you've faced. I can only imagine how disappointing it must have been, especially when this was meant to be a special gift for your partner’s birthday. It’s clear we let you down, and for that, I sincerely apologize.
We completely understand how important it is to receive timely updates, particularly when an order is tied to a specific occasion. I’m really sorry that you didn’t receive the communication or resolution you were promised, and that your emails went unanswered. That’s not the experience we strive to offer, and it’s frustrating to hear that we weren’t as responsive as you needed us to be.
I’m grateful that you were understanding enough to allow us the chance to resolve the situation, but I know that the lack of updates and action only added to your disappointment. I want you to know we’re taking your feedback seriously and are already working on improving our internal processes to ensure something like this doesn’t happen again.
Once again, I’m so sorry for how this was handled, and I truly appreciate your patience throughout this process. If there’s anything else we can do for you, or if you ever decide to give us another try, we’d love the opportunity to provide you with the positive experience you deserve.
Thank you again for your feedback, and I hope you and your partner find the perfect gift soon.
VERY BAD CUSTOMER SERVICE !!
VERY BAD CUSTOMER SERVICE !!! I'M WAITING STILL MY ORDER BEEN MORE THAN 2 WEEKS NOW!!!!!
November 17, 2024
Unprompted review
Reply from Smoke Cartel
Hi Elio,
Unfortunately you did not provide us sufficient information in this review to locate your order and give you a more personalized response.
We are currently facing longer processing times due to the holiday season. Though we do our best to ensure we maintain are average 1-3 business day fulfillment, it's taking a little extra depending on the volume of orders the warehouse is dealing with.
If you have any questions or concerns, please don't hesitate to reach out at any time.
Have a great day!
Love the new bong
Love the new bong. I like ceramic. I have been looking for years for a bong called “The Killer”. If you all had access to find it, I’ll certainly buy it.
December 4, 2024
Unprompted review
Reply from Smoke Cartel
We're happy to hear that you're enjoying your new Smoke Cartel loot!
Hmmm.. there are a few pieces under the name "The Killer", maybe you can reach out to our support team with a description of the piece, where you saw/bought it years back, and we'll try our best to see if we could direct your search to the right one.
Just shoot us a message at Contact@SmokeCartel.com
Bad Experience
Some of the worst customer service I've ever experienced.
December 2, 2024
Unprompted review
Reply from Smoke Cartel
Hi Mike,
We're sorry your experience with our support team was less than ideal. You haven't provided sufficient information for us to trace back this review to an order or support correspondence.
Our team is always happy to help and we try our best to constantly provide our lovely customers with the high Smoke Cartel standards they expect from us.
They were very good a customer service
There was a slight problem with my order and they did a great job fixing it.
November 18, 2024
Unprompted review
Reply from Smoke Cartel
Happy customers are why we're here! Sometimes issues are unavoidable, but we try our best to ensure any mistake is remedied right away!
Looking forward to seeing you again really soon 🤩
Ordered 2 Randy’s batteries and human…
Ordered 2 Randy’s batteries and human sucks stinger 2 almost 170 dollars with the shipping being 8 bucks. I get said package with only 2 Randy’s batteries in the box. I reach out to them in a email they respond they didn’t know I hadn’t received the stinger 2 that was 103 dollars and they missed it. I ask for a refund and now nothing from smoke cartel. Not a business to order from you might receive all your items or you might only get a partial order like I did. Will not order from them again they are a SCAM!!
November 14, 2024
Unprompted review
Reply from Smoke Cartel
Hi Ted,
We're sorry for the fulfillment mishap you've experienced recently.
It seems that the stinger was out of stock, this happens due to inventory miscounts or damage during fulfillment.
As such, our team sent out the remaining items and started the refund process for the stinger. You should have received a full refund for the value of the stinger.
Taking a look at your review, it seems that you might have missed a few of our support emails. They could have been lost in your junk or promotions tab.
If there's anything else we can assist you with, please don't hesitate to let us know.
Have a wonderful day!
The entire order had been messed up…
The entire order had been messed up since the very beginning. Not pleased I haven’t received all of my order yet even.
October 21, 2024
Unprompted review
Reply from Smoke Cartel
Hi Shanna,
We're sorry to hear that your experience with us has been less than satisfactory. Your order arrived with a few issues that our team is working on getting resolved.
The quantity of papers your ordered was not the same as delivered, and our support team sent out a replacement that was delivered on the the 25th of October in a parcel locker according to the tracking number.
It seems the main piece arrived in a color that you did not prefer. Though the product page lists that "It's sold in assorted, random colors."
Our support team would be happy to exchange or replace this for you, depending on availability. Keep in mind that we are unable to guarantee the variant delivered for assorted products.
The remaining item you haven't received is the Cartel Box, which takes longer to process as each box is curated and handpicked by our product team. It seems your box was packed and is on it's way to you.
We're sorry that your experience wasn't as smooth as the high Smoke Cartel experience. We greatly value your feedback and are using it to conduct an investigation to identify the areas that need improvement to prevent such frustrating mishaps from reoccurring.
If there's anything we can assist you with, please don't hesitate to reach out to us directly. Our support team are always happy to help!
I normally don’t do surveys but you…
I normally don’t do surveys but you treated me so well when the glass bong came broke. Then when I got the new one it smokes so good compared to the one that I had before I couldn’t believe it. The fact that you took care of me without any push back kinda blew me away. So thank you for being a stand up company, And I will be purchasing from you again.
Many thanks Paul,
November 7, 2024
Unprompted review
Reply from Smoke Cartel
Again, we're sorry that you received a damaged piece the first time around. Broken glass is heartbreaking and we do our best to have a replacement sent out ASAP!
We're so glad to hear that you're enjoying your new Smoke Cartel loot!
Have a smokin'ly amazing day 😎
Customer service excellent and top notch products
. I was coughing hard when I smoked my son told me if I used a bubbler it would help it . I had never heard of one and I have smoked over 40 years. Because it was a mini and upright it burned me. After a lot of research I found the side car . It’s purple and it’s in my cart purchasing Sunday and I can’t wait for it to be delivered. I’m sitting right down on my couch and sparking that baby up
September 10, 2024
Unprompted review
Reply from Smoke Cartel
Wow, thank you for the fantastic review! We’re thrilled to hear that you had a great experience with our customer service and products. It sounds like you’ve found the perfect bubbler for your needs! We can't wait for you to receive your side car. Enjoy every moment of your smoking experience, and happy toking!
Purchasing went great
Purchasing went great. Stem keeps sliding apart with each toke.
October 9, 2024
Unprompted review
Reply from Smoke Cartel
Thank you for your great feedback! We're glad to hear your purchasing experience was smooth. We're sorry to hear about the issue with the stem. If you haven’t already, please reach out to our customer service team—they’d be happy to help troubleshoot or provide a solution. Enjoy your sessions!
I never received my order this is 2nd…
I never received my order this is 2nd time for sane order leaving me$ 80 out of pocket not hsppy
October 18, 2024
Unprompted review
Reply from Smoke Cartel
Hi Dan,
We're sorry for the delay you're experiencing with delivery. Unfortunately, it takes longer for international orders to get processed and delivered.
It seems that our team sent out a replacement package as the first one got lost in transit.
Your package is with your local post office as they have been unable to deliver it. According to the tracking updates:
"Addressee not available - Scheduled for another delivery attempt today -> Your item could not be delivered on October 17, 2024 at 4:12 pm in AUSTRALIA due to the addressee not available at time of delivery."
We recommend you contact your local post office to schedule the delivery or pick it up from them directly.
If there's anything we can assist you with, please don't hesitate to reach out at any time.
Have a great day!
The grab piece I bought was junk it…
The grab piece I bought was junk it broke on the first day of using it
October 2, 2024
Unprompted review
Reply from Smoke Cartel
Hey Terry,
We're sorry to hear that you did not like your order.
Please reach out to Contact@SmokeCartel.com with pictures of the damaged piece and let us know what happened.
We stand behind the products we sell, and we prioritize the customer experience. If there's anything we can do to help, we'll go above and beyond.
We hope your day only gets better from here :)
Dopezilla
Good price, arrived quickly and in one piece works great, thanks again 👍
October 16, 2024
Unprompted review
Reply from Smoke Cartel
The cartel has always got your back, always happy to serve.
Enjoy your new Smoke Cartel loot!
I'd give it zero stars if I could
I'd give it zero stars if I could! Literally orders over a month ago and haven't got my order or any emails in regards to my order status
September 13, 2024
Unprompted review
Reply from Smoke Cartel
Hi there,
We tried getting more info by sending a request via TrustPilot but you weren't able to respond within the 3-day window they offer.
Since we are unable to look into this for you, we hope you reached out to our support team at Contact@SmokeCartel.com to get this resolved.
If you have not receive an order confirmation, then either your order did not go through, or you entered your email address incorrectly. In which case, it's possible that there is an issue with your order and our team are unable to reach you due to this typo.
We're always here to help so please don't hesitate to reach out at any time.
Have a great day!
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