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
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
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.
Best products online
Best products online. Good sales and prices. Customer service is impeccable. Will be buying from and recommending to everyone. Love smoke cartel!
August 25, 2024
Unprompted review
Reply from Smoke Cartel
We love you too! Thanks for taking the time to share your positive experience with us. We do our best to constantly improve and ensure a seamless experience for our lovely customers!
Have a smokin' day 😎
Overall - 5 out of 5 Stars
There was a delay in shipping which prompted me to contact their support. Their support was quick to respond on a weekend and must have fixed the issue because my order shipped the next business day. Ordered Aug. 12th shipped Aug 19th
Overall I'm very pleased with the piece i received as well with my experience with their support. I'll be ordering again when I have some expendable cash. Until then filling up my wishlist.
August 12, 2024
Unprompted review
Reply from Smoke Cartel
Hey Brandon,
We're happy to hear that you are enjoying your new Smoke Cartel loot!
You chose to order our Mystery Bong, which typically does ship within 3 business days (delivery takes and extra few days depending on the shipping carrier) but we were actually making some changes to the eligible pieces and expanding the variety of pieces that could be shipped out.
So we chose to hold off sending Mystery bongs for a couple days while we set up the new pieces. That's why it took 2 extra business days to ship out your order. Since your order was held off, our team made sure it was among the first to me sent out.
I know our support team addressed your concerns right away, but I thought you might like to know more on what was happening behind the scenes. We've always got your back and are here to help!
Have a smokin' day 😎
Received wrong product
Ordered and paid for a RAW QUARTER POUNDER storage container and received a HALF OUNCE storage container. Contacted customer service two weeks ago and still NOTHING! Never had a problem like this with you in the past. Answers? Problem was finally remedied after 3 weeks
August 23, 2024
Unprompted review
Reply from Smoke Cartel
Hey Mark,
We're sending out a replacement ASAP!
We're terribly sorry for this inconvenience. It seems human error was the culprit, but we've reorganized our warehouse for this item to make minimize any future mix ups.
We appreciate your loyalty, you've gotten the high Smoke Cartel experience, and we assure you that this mishap is merely an outlier.
We value your feedback and we're taking a closer look at how our support team handled this and identify communication issues so that we can improve on them.
If you have any questions or concerns in the meantime, please don't hesitate to let us know.
We hope your day only gets better from here.
Took way to long to fill my order
Took way to long to fill my order, and when I texted them they got upset and delayed another couple of days. Then they blocked me so I couldn't leave a review. WENT AROUND THEM !!!
August 27, 2024
Unprompted review
Reply from Smoke Cartel
Hi Kirby,
We hope you are enjoying your new Smoke Cartel loot! We're confused as to why you feel like your orders got delayed or that you were blocked in any way. We always welcome customer feedback and send links to encourage all our customers to share their experience be it good or bad.
Both orders you placed got delivered within the average delivery time. Our support team was always communicative with you and escalated your order to our management team several times as per your request.
Our average processing time is 1-3 business days, this does not include the time it takes the shipping carrier to deliver your order.
You can read more about our shipping policies here: https://www.smokecartel.com/pages/shipping-policy-at-smokecartel
You placed 2 orders with us. The first order was on July 26th (Friday evening) - your packages were shipped out Monday and Tuesday. It took us 1 business day to ship half you order and 2 business days to ship out the rest.
For this order you selected the free shipping we offer which takes 2-5 business days. You received both packages within that timeframe.
For this order, you did reach out to our support team but it was after your packages were sent out. Our team responded with the tracking numbers.
You also placed another order with us recently, on the 29th of August. It took us 4 business days to get your order shipped out. This one day delay prompted us to upgrade your shipping speed to 2-day delivery at no additional cost to you so you would receive your order within the expected timeframe. You received your order on September 6th according to the tracking number which is the 7th business day from placing your order.
We do our best to maintain open communication and set accurate expectations for our lovely customers. We include the processing speed in several pages and confirmation emails. The shipping confirmation emails include the tracking numbers and links to the tracking page.
We appreciate you choosing Smoke Cartel, let us know if there's anything else we can help you with.
Awful Shipping practices and terrible customer service. Selective “help”.
My stuff was divided into two shipments without my permission or knowledge. WHY?! And of course they cheaped out and used USPS the worst delivery service known to man. Plus my order still hasn’t been updated for over a week despite the fact I got the tracking number over a week ago! I will NEVER use this site again!
Edit: I just looked at another recent negative review from this year left by someone else and the response from Smoke Cartel tried to justify their crappy performance by using THE PANDEMIC AS AN EXCUSE! Are you kidding me?! It’s 2024 for Christ’s sake! GET YOUR CRAP TOGETHER!
Edit 2: I contacted “customer service” and basically they said there’s nothing they can do after THEY caused this convoluted shipping situation. Absolutely ridiculous! They didn’t even bother to reply after that.
Edit 3: They FINALLY contacted me after days of unrequited emails and gave me a delivery date… let’s see if it actually happens.
Edit 4: The package came but it still took way too long to get here. I’m not impressed.
Edit 5: No one from Dope Cartel on here even bothered to reply to me. No one bothered to explain why it was needed to divide my order into two. It’s very infuriating to see others on here get their issues resolved while I had to wait on their God awful customer support. Awful communication. I will not only avoid this company like the bubonic plague from now on but I’ll convince EVERYONE I know to do the same! Smoke Cartel, you’ve not only lost my business but now you have gained a life long anti-fan who will do everything to expose your SHADY business practices to as many people as possible. I tried looking for this very review but couldn’t find it using any of trustpilot’s search tools. I now suspect they’re trying to have this “problematic” review hidden or removed.
Edit 6: Now they’re blaming me even though they NEVER contacted me on here! Most of their very late reply is nothing but lies!
Edit 7: JUST AVOID THIS COMPANY LIKE COVID.
August 30, 2024
Unprompted review
Reply from Smoke Cartel
Hi Rob,
We're glad to hear that you received your order and we hope you're having a blast with your new Smoke Cartel loot!
Your review did not contain any information that would allow us to identify nor locate your order in our system, as such we requested more information. You did not respond to the request but have updated your review twice since then. The request has expired and now we are unable to investigate this case further. As you may have noticed in our responses to other reviews, we investigate the issue before we post a reply.
One of those reviews was a customer complaining that his order got divided into more than one package. Our response included the COVID lockdown which was when we started utilizing multiple warehouses and shipping orders out based on warehouse inventory, order queue, and delivery location. We found that system to be more efficient in providing faster shipping speeds, and we've kept that logistical system in place since. We did not use the lockdown as an excuse but to explain why the order was split into multiple packages. This is the reason your order was sent in 2 packages.
I am unable to look up your interactions with our support team, but it seems that you reached out to them after you left this review and the 1st edit. I assume they informed you that orders might ship in multiple packages depending on the above mentioned factors. You reported that they then followed up with a delivery day according to the tracking numbers.
Given your other TrustPilot reviews of other online headshops, we are unsure if you had read our shipping policy before leaving this review to ensure accurate expectations of the delivery process.
https://www.smokecartel.com/pages/shipping-policy-at-smokecartel
Additionally, we do not find your review "problematic", we welcome all reviews especially negative ones. They give us the opportunity to improve. What frustrates us in your review is that you are not fully satisfied and we are unable to investigate this and search for areas of improvement.
We hate to see you go having an experience that you find to be less than satisfactory, but we are glad that you have received your order in perfect condition.
Been trying to track down an order…
Been trying to track down an order placed weeks ago. Customer service seems to be ai chat bots, and nobody is listening to voicemails or checking the "contact us email". I've ordered without issue over the years, but it seems they have dropped the ball, and are disinterested in addressing the issue
September 5, 2024
Unprompted review
Reply from Smoke Cartel
Hey Mike,
It's a shame seeing that your recent experience with us was not satisfactory. It seems that there was a technical issue that caused your order to be delayed, and our team were unable to provide an estimate as we had to revert to manually fulfillment outside of the system.
You requested a refund instead of waiting even further, which we understand and are terribly sorry that you had to experience that. A full refund was issued back to you.
We assure you it was never our intention to mislead you, the technical error that occurred was not discovered until you reached out to us as the order was not showing up on the shipping queue. So our support team were able to see it and were unaware that our warehouse team couldn't. This error affected a few products including one in your order.
We've fixed the error, and are working on ensuring it does not happen again.
We're also conducting an internal investigation regarding the interactions you have had with our team to see what could have been improved as the last thing we want is for our customers to feel unheard. Smoke Cartel was established to provide a better customer experience, and that is still our objective.
If there is anything we can assist you with, please don't hesitate to let us know. We highly appreciate your cooperation and feedback and it helps us improve.
Have a great day :)
Wrong item sent but they took care of business
I have ordered much from this site. Products are as described and quality, relatively fast shipping...etc. I recently ordered a bulk set of screens, cheap but not cheap in bulk, and they sent the wrong size. These were clearly drop shipped and I had little faith that the issue would get rectified in any kind of efficient matter, but I was very wrong, and they were able to get the proper size to me with little effort on my part. I would highly recommend.
September 3, 2024
Unprompted review
Reply from Smoke Cartel
Hi Aaron, we're sorry to hear that you experienced a little mishap with your order. I'm glad our support team were able to get this fixed up for you right away.
At Smoke Cartel, we started offering different brands to list their items on our site. After a thorough and tedious application process to ensure they meet our standards of quality, we let them list their products on our store and they could fulfill them themselves or send their inventory to one of our warehouse for us to handle fulfillment.
It's a very efficient way to expand our product offerings with minimal hassle in logistics.
Since our main focus is the customer experience, we ensure that in the case of any issues coming up, a resolution can be delivered right away.
We're happy to receive your praise and know that we met the mark for you. That's our aim and purpose.
See you again soon 😉
A month in I haven’t gotten everything…
Best glass and cleaning supplies I’ve gotten yet, just took a bit to get here but im pretty sure that because of weather and whatnot
August 1, 2024
Unprompted review
Reply from Smoke Cartel
Hi Kason,
Thank you for taking the time to leave a review. We are sorry to hear that your recent experience with us was not as smooth as you had hoped.
I took a look at your order and your communication with our team to better understand the situation.
It seems you placed an order for 4 items to be delivered to Canada.
your order was split into 2 packages as we have adopted a multi-facility logistical system to adapt to the COVID lockdown restrictions, and found that it was more efficient to reduce delivery delays.
Your first package was shipped right away, while your 2nd package was held due to one of the items having an ORM-D code. This means it can only be transported locally according to US regulations.
Our team reached out to you informing you of this issue and asked if you would like to have the package sent to you without this item, or if you would like to cancel your order. You chose to have the package sent and get a refund for the coded item.
As such, when you reached out inquiring about your package, we were not aware that you were referring to the item we excluded from your order.
We apologize for this misunderstanding.
Your full order was delivered to you, excluding the cleaning solution that we are unable to ship internationally, we issued you a refund for it instead.
We recommend checking out our Ultimate Cleaning Guide to maintain your new Smoke Cartel loot!
You can check it out here: https://www.smokecartel.com/blogs/guides/how-to-clean-your-pipe-or-bong
If there's anything else we can assist you with, please don't hesitate to let us know.
We hope your day only gets better from here.
Great products
Great products. Every time I order from here I'm never disappointed. Discreet and fast shipping. Prices are on point and they have different ways to pay. I always come back to Smoke Cartel and have recommended them to others!
August 12, 2024
Unprompted review
Reply from Smoke Cartel
We love hitting the mark for you every time. Thank you for being a loyal member of our Cartel!
Have a smokin' day ;)
its not that anything even went wrong i…
its not that anything even went wrong i just put the wrong email in i still paid nd the the transaction went threw i know i will still get the package but id like to track it i went to the websites help place they do not answer at all but it seems like they answer everyone on here.
Edit: so my problem with my email was fixed and my order only took 3 days to come not the fulll thing but my im happy the puff co arrived first very satisfied.
August 23, 2024
Unprompted review
Reply from Smoke Cartel
Hi Yousaf,
We're happy to hear that you've received your order and everything went smoothly for you. Sometimes our support team takes a little longer to respond when we have an uptick in emails coming in.
We recommend using our Live Chat for issues such as account info updates, order status inquiries and general questions. That was you're able to get an answer right away even when our email support is stretched thin.
If there's anything else we can help you with, please don't hesitate to let us know. Have an amazing day!
Was giving the wrong size product
Was giving the wrong size product, and reached out for help. I ordered a 14 to 10 joint down stem and received a standard 18 to 14 sent photos proving the mistake and comparison to what it should’ve been, intel size was selected properly and even titled and sold as only having the option of being a 14m size. Item was incorrectly labeled and or sized, but I am required to find a way to ship back product and may or may not have it fixed. Doubtful that I’ll ever receive the correct product or adequate resolve. Now I’m stuck with a product I didn’t order don’t need just wasted my hard earned money, quite depressing.
August 10, 2024
Unprompted review
Reply from Smoke Cartel
Hi Jake,
We're sorry for the misunderstanding in measurements. The downstem you ordered is designed to fit multiple sizes and that results in some confusion when looking to see if it fits your piece.
Our support team have reached out to you to get this resolved be it through an exchange with another item that is more suitable for your needs, or by issuing a full refund.
We are also working on re-writing the product description to make it clearer, with potential visuals to truly show what this piece can do.
We're looking forward to your response to get this sorted out for you, if you are unable to find our email, it was sent in the same email thread you communicated with us through, from contact@smokecartel.com
We hope your weekend only gets better from here.
Not worth the hassle. Would never buy again.
Promises fast shipping but didn’t follow through. After several delays, it was marked damaged by fedex and there is no way to contact them directly and their website won’t even let me login anymore. Terrible service from a failing company.
Update: customer service contacted me and lied about the package being delayed despite the tracking clearly saying it’s damaged and undeliverable. Every time I’ve tried to file a claim it logs me out of the stupid shipping app they partner with. They ignored my request for a refund and asked me to be patient while they investigate the obvious.
August 18, 2024
Unprompted review
Reply from Smoke Cartel
Oh no, we're sorry to hear that your package was damaged while being delivered by FedEx.
Luckily you opted to insure your order with Route Package Protection. You just need to file a claim using the confirmation email you received when you placed your order, or directly through the page here: https://claims.route.com/
Once the claim is approved a replacement will be sent our right away, or a refund if you prefer that resolution instead.
If you encounter any issues or need to ask us anything, feel free to use any of the contact channels we have available: https://www.smokecartel.com/pages/contact-us
We hope your day only gets better from here :)
Update: we're sorry for the misunderstanding when you reached out to our support team. The representative that addressed your concern did not notice that the tracking said that the package was damaged. It's very rare for that to be reported by the shipping carrier, usually in such a case the customer would find out the item is damaged upon opening the package.
Once you clarified the situation, the rep got it resolved for you right away and a replacement was sent out.
Still a week later and my order hasn't…
Still a week later and my order hasn't even been put together. Received one email and it didn't help. Asked for a refund and still no answer. Won't ever buy from here again they can't even answer the people that makes their paycheck. I thought cannabox was bad atleast they answer you back and don't steal your money......
Update. Awesome job on communication and helping me out. I'll order from here again. Very responsive
August 8, 2024
Unprompted review
Reply from Smoke Cartel
Hi Daniel,
Thank you for your continued patience. It seems that you were not aware that our mystery boxes have a different shipping process than our other items. Our support team explained the cause for the longer wait. We're actively working on making a more efficient process for the delivery of all our products to reduce wait times wherever possible.
Your package was sent out today and should be delivered soon. You can monitor the tracking updates through the link we sent you via email to the USPS tracking page.
We've always got your back, so please don't hesitate to reach out to us at any time.
Dope apple bong
I received a really nice Apple shaped bong that hits really smooth and has good bubble action
July 19, 2024
Unprompted review
Reply from Smoke Cartel
We're glad to hear your enjoying your new piece!
Have a smokin' day 🔥
Well made
Item arrived quickly and as described. Very happy with the rig well made works even better. Good stuff!
July 22, 2024
Unprompted review
Reply from Smoke Cartel
We're happy to hear that our service hit the mark for you.
Please let us know if there's anything else we can help you with.
Enjoy your new Smoke Cartel loot! 😎
Message #4
Message 3#
Order Number 962958, delivered July 18, 2024.
Product Eleaf istick Mini 10W Digital Mod Battery.
Does not work after charging. Display becomes blank and battery produces no smoke.
August 12, 2024
I would like to update my review of the product but I've not heard from Smoke Cartel with options for addressing faulty product. Please respond.
Thank you
July 16, 2024
Unprompted review
Reply from Smoke Cartel
Hi Alan,
I'm sorry to hear that you're having issues with your new unit.
It seems your emails haven't been coming through as I am unable to find anything in our support inbox.
No worries, I'm having our team reach out to you now with instructions on getting this resolved for you right away!
Smoke Cartel's got your back 😉💪
This company is horrible..I ordered a…
This company is horrible.I ordered a beautiful blue ash catcher for my wife's birthday..being her favorite color is blue...they sent me puke orange or whatever this color is..when I emailed them about the problem I was told about color variance and there was nothing they could do..now anyone with half a brain knows that color variance can only be with the same color (different shades of blue then shown on the website) I get that..orange instead of blue is not a color variance it's a totally different color. They obviously don't give a damn about the customers that made them!!!!
I will be contacting the BBB..if they do not send out the blue piece I ordered.
August 2, 2024
Unprompted review
Reply from Smoke Cartel
Hi John,
We're sorry the order did not arrive as expected.
The item you ordered comes in multiple colors and due to the fulfillment process we are unable to guarantee the color that gets sent out. We have that listed on the product page, but after your complaint we added an extra notice to ensure the clarity of the situation.
Unfortunately we do not have any of the blue units available at the moment, but we went ahead and issued you a full refund.
We're sorry for this inconvenience and misunderstanding. We appreciate you being a loyal and long time customer of Smoke Cartel.
Please don't hesitate to let us know if there's anything else we can assist you with.
Have a wonderful day :)
Reply from Smoke Cartel
Always happy to serve you and cater to all your smoking needs!
Have a great weekend!
I got what I expected
I got what I expected, I seen the reviews and people were complaining about not receiving some stuff but I got all my stuff and it hits good
July 27, 2024
Unprompted review
Reply from Smoke Cartel
Hi Andy, thanks for taking the time to share your feedback.
Unfortunately, the case with the reviews you are referring to is due to orders being split into multiple packages. It's become the norm since the COVID lockdown. So usually they would get the first package and not realize that there is another on the way.
In all cases, our support team is always on stand-by ready to assist. Smoke Cartel prioritizes the customer experience, we know how it feels waiting for a new piece and we try our best to make that moment as amazing as anticipated.
Have a smokin' day ;)
I ordered a yocan xl plus dab pen…
I ordered a yocan xl plus dab pen doesn’t work efficiently with my diamonds 99%thca ordered mystery dab rig 2 weeks after that and just now got my items but the dab rig is actually a bong rig with a flower bowl which makes no sense bruh I emailed them 2days ago directed me to a different team said 24-48 response but no response tried calling them today but no response bruh don’t get them they terrrible I wanted an actual dab rig or a refund but nope no response crazy they don’t care about loyalty customer put ur loyalty somewhere tbh
July 21, 2024
Unprompted review
Reply from Smoke Cartel
Hey man, sorry to see that you've been going through such an inconvenience.
The dab rig should've had a banger with it not a flower bowl. I see that our support team have a replacement order in the system for you and it's marked as rushed so our warehouse team can get it out ASAP.
Don't worry, we've got your back.
Could you please respond to our last email telling us more about the issue you are facing with the Yocan XL? Is it just not compatible with the product you're using, or is there something wrong with the unit itself?
If you have any questions or concern, please don't hesitate to reach out.
We hope your day only gets better from here :)
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.