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.
Reply from Smoke Cartel
You're perfect! Thank you for choosing Smoke Cartel for your smoking needs. We're always happy to serve.
Have a smokin' day 😎
Love the chillium I received
Love the chillium I received, but I never received the other half of my order but it’s okay.
July 15, 2024
Unprompted review
Reply from Smoke Cartel
Hi Lizibeth,
We're sorry to hear that you did not receive both items.
It seems your order was split on two packages. The first one was delivered July 5th while the second one was delivered July 8th.
Since you've left this review on the 22nd, I'm guessing you did not receive that 2nd package.
Luckily your package is protected by Route Package Protection. You can file a claim right away and a replacement will be sent.
You can follow the link in the email sent to your by Route when your placed your order, or file the claim on their website directly: https://claims.route.com/
If there's anything more we can assist you, please don't hesitate to reach out to us directly. Our support team is always happy to help :)
Customer service questionablr
So, i guess this is the best way to get customer service from Smoke Cartel, because apparently, they dont answer emails (or phone calls, i guess).
I like the piece i received, however the female diffuser came broken.
While i appreciate the speedy delivery, i emailed the company the day i received the bong, and again a few days later with no response. I understand they have a program to insure your order, but i think almost doubling the price of my order to insure i get my package unbroken is insane. I shouldnt have to pay extra to insure my order is packed correctly. That being said, the package was ship fast and for the most part, packed well (this review isnt really about the package as much as customer service.) Im not convinced this is a bad company, the bong looks great and was a great price, im just disappointed in their customer service and that i had to come here to try to get a response.
Late Update: Due to overwhelming business, Smoke Cartel took about a week to respond and their response was to resend me my order! Really went over the top to make me happy, I really appreciate it. I recommend using this company and if there is an issue, give them a chance and I'm sure they'll make it right. I will be buying from smoke cartel again.
July 2, 2024
Unprompted review
Reply from Smoke Cartel
Hi Steve,
Thank you for taking the time to share your feedback. We hate that you feel you are unable to reach out support team. We offer multiple channels to communicate with us because we know how stressful it is having an issue and not having a way to reach a support agent.
I see that our support team did get this resolved for you and a replacement was shipped out yesterday. To make sure that you have all the details I'll send you an email with the tracking information.
The Route Package Protection is a 3rd-party service that acts as insurance for your package. It makes it easier for us to replace a package and speeds up the resolution for you. It is not mandatory, but definitely recommended.
In a case like yours where the package was not insured, we would request you file a claim with USPS and send us a copy of that claim before we are able to send out a replacement.
We wouldn't want you to go through that whole ordeal for a damaged accessory, so we sent out a replacement right away.
If you have any other questions, concerns or suggestions, we're always happy to hear from you :)
Have a wonderful day!
Convenient. Been buying stuff almost weekly.
Good prices with free shipping. Plus they don’t take forever to get it to you. Overall great company.
July 14, 2024
Unprompted review
Reply from Smoke Cartel
We're constantly developing and improving our shipping standards to consistently deliver packages as fast as humanly possible. We hate that suspenseful period when you're waiting for your new piece to arrive. We're happy to hit the mark for you!
Keep a look out for our special summer flash sales 🏝
Fast delivery
Fast delivery, easy website to navigate and good products.
June 6, 2024
Unprompted review
Reply from Smoke Cartel
Thank you for taking the time to share your feedback with us. It always makes us day knowing we've made our customers happy!
Enjoy your new Smoke Cartel loot!
The item itself wasn't the greatest but…
The item itself wasn't the greatest but that's not the fault of Smoke Cartel. It arrived quickly. The Lookah Seahorse though I LOVE!
June 26, 2024
Unprompted review
Reply from Smoke Cartel
We're sorry to hear that your new piece didn't hit the mark for you. We have a wide selection of products to suit every need. If you'd like to try something new, our support team is always happy to assist you in finding the perfect new piece.
Enjoy your new Smoke Cartel loot! See you soon 🙌
Terrible shipping
They ship all items in different packages so if one of your items breaks you have to separately claim each one, the "replacement" they send, doesn't ship for 8 days etc. The other portion of your order gets lost in the mail and then you have to wait "10 days" to claim something, just make a claim with your bank, get your money back and go somewhere else. Massive scam for them to sell their "glass protection" so your item doesn't get "broken" in the mail, aka them packaging it terribly so it almost ALWAYS does. Horrible experience, cheap glass, just buy local. Complete waste of time, Ai customer support.
July 9, 2024
Unprompted review
Reply from Smoke Cartel
We're terribly sorry to hear about the shipping mishaps you experienced with your recent order.
I see that we have issued you a refund for the item that were lot in transit. And the damaged item was replaced right away.
Since the COVID lockdown we changed our supply-chain process utilizing multiple warehouses as well as letting certain vendors deliver their own products directly. This was to try and circumvent restrictions at the time. It proved to be an efficient way to ship orders out faster and we've been trying to improve on it continuously. This resulted in orders being shipped in multiple packages if multiple warehouses will fulfill the different items.
In your case, you ordered 3 items and they were sent out by 2 different warehouses. The initial package with 2 items was lost in transit. Since it is difficult for tracking updates to indicate a lost package, our package protection partner (Route Package Protection) have a policy for such cases where there has to be no tracking updates for a period of 7 days for domestic shipping. This is due to shipping carriers skipping scans, or face delays during delivery.
We take extensive measure to ensure our items are packed safely. However, given the fragile nature of the products we carry, shipping accidents are prone to happen on occasion. That's why we recommend adding Route Package Protection to your order, that makes a resolution in such an unfortunate case much quicker.
You can always contact us directly through our contact page here: https://www.smokecartel.com/pages/contact-us
We offer live chat support but to assist our agents in handling multiple conversations at a time, we have a chatbot that utilizes our knowledge base of support articles and policies. It helps you navigate through these pages to find a solution for most common occurrences. You can always ask the chatbot to direct you to a support agent if you are unable to find the answer you are looking for.
We appreciate your feedback immensely and will investigate the areas you brought up to try an improve on them. If you have any additional comments and/or suggestions, please don't hesitate to contact us directly.
GOOD TIMES
Great product, great price, fast shipping. Always have a vast selection!
July 8, 2024
Unprompted review
Reply from Smoke Cartel
We're happy to hear we've hit the mark for you, Jeremy! We do our best to constantly and consistently develop our service to meet every need of our lovely customer. We're happy to be the go-to one-stop-shop for all your smoking need.
Have a smokin' day 😎
Bad ass piece company that gets you the…
Bad ass piece company that gets you the glass you need shipped right to your door!!! Ahhhh!!!! Lol. Highly recommend 👌
July 7, 2024
Unprompted review
Reply from Smoke Cartel
Thanks for the awesome shout-out, David! The community is the basis of everything we do. Keep an eye out for our upcoming summer deals! ✨🎈
I didn't receive the order #950099
I didn't receive the order #950099. It was sent few days later than I was told so I asked to change delivery address. My mail was ignored, and package sent to wrong address. I got replay saying ''sorry, we didn't see your mail, have so many mails ...''. USPS returned packages to the sender. I asked to send it again or refund the order, and I got replay after few days ''sorry, your package is still in transit and can't do it yet...''
The worst customer service ever. I called several times, every time nobody answers the phone.
6 weeks later, I still don't have refund on my card or package delivered. No replay to my last mail...over a week ago! Dear Smoke Cartel...can you sent my order please or refund it?
July 7, 2024
Unprompted review
Reply from Smoke Cartel
Hi Aga,
We're terribly sorry for the delay you experienced. It seems that the email you sent us informing us of the address change was the same day the package shipped out. Our team tried to pull the package out but were unsuccessful.
When you package was being returned to sender, it was held at our local post office rather than being delivered to our warehouse (as all our packages do, we are unsure why this specific package was set aside, we weren't even notified of that)
Our support team thought the package was lost in transit and were initiating a claim with the package insurance, but since this was not lost, just stored at the post office, it wouldn't have been successful. When you alerted us of the situation we realized this wasn't a normal "return-to-sender" case. Our team immediately sent out a replacement package as we were unable to retrieve the original package. You'll notice the tracking number still shows it as being stored at the post office awaiting delivery.
Your replacement was successfully delivered today. We really appreciate your patience and continued cooperation during this inconvenient situation.
Purchased a Sherlock pipe
Purchased a Sherlock pipe, yellow 15 wood. Only the bowl was wood,the other 15 in was some kind of metal. It snapped right off afterf 6 uses. I had 2 items purchased same time but have not received my grinder. I'm out 35 on the bowl. Don't know about my grinder
June 27, 2024
Unprompted review
Reply from Smoke Cartel
Hi Margaret,
We're terribly sorry to hear that the Sherlock pipe was not as expected. I am unable to find a support ticket under your account, could you please reach out to our team with pictures of the damaged pipe as well as showing the curved stem?
We take order accuracy very seriously and we highlight transparency. We'll get all this fixed up for you right away.
We're sorry to see that your grinder took a longer route in delivery. We shipped the grinder out before the pipe but it seemed to have made extra stops in USPS facilities before getting delivered to you.
We hope you are enjoying your new grinder!
Our team is keeping an eye out for images of the pipe as well as a brief description of your usage before the snap so we can address this more efficiently. You can send us an email at Contact@SmokeCartel.com and we'll get back to you ASAP.
Have a great weekend :)
I purchased the Worked Swirl Spoon Pipe…
I purchased the Worked Swirl Spoon Pipe and did not like it due to its length and not working with my beard & mustache...[personal preference tho]. The Dopezilla Phoenix Bubbler on the other hand is EXCELLENT!!!! I am used to using a freezepipe bubbler and the Dopezilla Phoenix Bubbler allows one to get a bigger draw, hit, whatever ya wanna call it...a whole lot more smoke.
May 25, 2024
Unprompted review
Reply from Smoke Cartel
Thank you for taking the time to share your feedback. We're happy to hear that you're trying multiple items in our unique collection. If you'd like recommendations on a new piece, just reach out and we'd be happy to give you a few suggestions.
Have a great day!
smoke cartell has always been exceptional
smoke cartell has always corrected errors in orders and only needed to once. the vape i purchased was solid but im not a fan of the recessed cart connector it made the product incompatible with a lot of dab and concentrate attachments i ended up gifting it too someone who was very satisfied i would like too see the "sold out" items removed from the website listing as it slows down my shopping experience. i work for cloud corp who makes federaly legal hemp concentrate and gummies out of florida. hit up the owners youtube. " mistercloud1920" his shorts are fire. also our server is on discord were selling products alll over the united states . maybe we work together.
June 3, 2024
Unprompted review
Reply from Smoke Cartel
Thanks for sharing your feedback with us! We're always happy to know that we are hitting the mark for our wonderful customers. We've taken note of your comments and we'll do our best to improve on them where possible.
We're excited that you are interested in our company! Please feel free to have someone reach out to hello@smokecartel.com to start a conversation about a potential collaboration.
Cheers 😎
Broken mug,bad customer service
I received a broken mug that I had paid the extra for package protection. When I emailed them they asked for a picture so I sent one and the response I got was "We're sorry you can't locate your package. Since it was marked delivered by the carrier you'll have to click the link below and file a claim with them."
I tried explaining that the package wasn't lost. It was broken but they keep saying it's lost and basically bot their problem. They have cool products but their customer service is trash
June 19, 2024
Unprompted review
Reply from Smoke Cartel
Hi there,
We're sorry to see that you've received a damaged item and faced difficulties in getting a replacement sent out.
We take extra precautions to ensure our items arrive safely, but shipping accidents happen on occasion. That's why we recommend adding Route Package Protection to each order to ensure the process is as smooth as possible.
I see that a replacement order is in the system, and our support team sent out a gift as compensation for the inconvenience.
We appreciate your patience and understanding during this transition, we are adamant to always provide a resolution. We've got your back 💪
If there's anything at all, don't hesitate to let us know!
I ordered 2 daily high club boxes from…
I ordered 2 daily high club boxes from them. When I recieved my package there was only 1 box recieved and that 1 box had broken items. I contacted them about it and for some reason they only focused on the broken box. They claimed to have sent another one of the same box only to cancel it a few minutes later. After days of back and forth with them they wanted me to file a false claim with Route saying the package was lost. The package wasn't lost. They never sent one of the items. I had to contact my financial institution about only recieving half the order and how it was broken. A few more days went by and magically they didn't have any of either box available anymore so decided to just refund me. Don't trust this company. I'll never do business with then again. They're very shady.
June 17, 2024
Unprompted review
Reply from Smoke Cartel
We've issued a full refund for this order and we apologize deeply for the less than satisfactory experience with the added inconvenience with the delayed resolution.
Unfortunately, it seems that the box that arrived with some items damaged was the last one we had available so we were unable to send out a replacement for it. Though our support team had tried, but the system would automatically cancel the order since it is out of stock.
Our support agent handling your case focused on the damaged box as they were under the impression that the missing one would be delivered separately. That was not the case, and we did not have availability to send out a replacement box here either.
As such, we issued you a full refund and compensation for the ordeal. We are terribly sorry that you had to go through that, and we assure you it is far from our normal high Smoke Cartel experience.
We hope your week only gets better from here!
Do not provide promised support
I received the wrong product for my order so I filled out online their customer support webform. No response for 3 days so I emailed them directly to ask about its status. 48 hours later I received the following promising follow-up within another 48 hours. That was over 30 days ago!
Dench Batalla wrote:
Hi,
Thank you for reaching out to us. We sincerely apologize for the inconvenience you have experienced.
We would like to inform you that we have already escalated your concern to our relevant department. You can expect to be notified within 24 to 48 hours.
If you have any further questions or concerns, please feel free to reach out to us at any time.
Best Regards,
Smoke Cartel Customer Support Team
May 10, 2024
Unprompted review
Reply from Smoke Cartel
Hi there,
We've went ahead and issued you a full refund. We are terribly sorry for this fulfillment mix-up. A full investigation has been initiated to identify the factors involved. We try our best to improve our processes to minimize human-error.
Thank you for taking the time to share and communicate your feedback with us.
We hope your day only gets better from here :)
I sent an email months ago and several…
I sent an email months ago and several emails on the website. My calls are not being returned. They refuse to cancel insurance or ship a new piece for my bong when i was unaware i was even being charged for the stupid insurance. I have asked to be canceled and still remain getting a charge on my credit card!!! Seems suspect! So disappointed as I sent a picture of the broken peice several months ago! No one responds or calls back!
June 6, 2024
Unprompted review
Reply from Smoke Cartel
Hi Olivia,
Are you sure you left this review on the correct profile? I'm unable to find anything in our system under the name 'Olivia Florence' nor any support tickets.
I'm also confused as you mention that you keep being charged for insurance, but we don't have an insurance service that is paid as a subscription.
We sent you a request here for additional info but you did not respond so I am unable to investigate this further.
Please reach out to us directly at conact@smokecartel.com explaining the issue you are facing exactly, and include pictures of the damaged items.
With Route Package Protection, you are insured in case you order arrives damaged. You just file a claim with Route directly either through the email you received when you placed your order or through their website. If you are referring to our Mulberry insurance which covers select pieces, you can also file a claim through their website or the email that we sent to you upon fulfillment of your order.
Since it has been months, we'll have to go through an internal investigation and make an exception based on you reaching out to us as per your review. However, given that I am unable to find an order nor any communication under your name, there's not much I can do at the moment.
Don't worry, we've always got your back, just reach out to us and we'll get this all fixed up for you!
Smoke Cartel is awesome
Smoke Cartel is awesome! They took care of a small problem I had quickly and professionally. Kudos! Quality Merch for sure.
May 28, 2024
Unprompted review
Reply from Smoke Cartel
Hey Jay! We think you're awesome too.
We've always got your back. Enjoy your new Smoke Cartel loot!
Poor logistics, awful customer service
Historically, I have loved this site. They communicated well, customer service was on point, and they shipped packages in a timely fashion.
I currently have two outstanding orders one dating back to mid May. They printed a shipping label and have done nothing in the two weeks since. I’m a week into my second order and a label hasn’t printed, zero communication on whats going on.
Have not received responses to email and texts asking for an update. Disappointed in their service and slow product selection time vs. previous experience. I just want the item selected and shipped…
May 31, 2024
Unprompted review
Reply from Smoke Cartel
Hi there,
We appreciate your loyalty and for being understanding during the transitional phase we are going through at the moment with our support system.
We're happy to see that both orders got delivered to you, we're sorry that it took longer than normal. We're working hard to get things back to the high Smoke Cartel standard you've been used to all these years.
Please don't hesitate to let us know if there's anything we can help you with at any time.
Horrible customer service
Ordered 2 different items. They were shipped separately but when they arrived they were both the same thing. Contacted them in chat on their webpage. After a HUGE runaround they said they would get back to me. They never did. I tried calling twice and only got voicemail. Left requests for a callback but that never happened either. Lastly I sent an email. You guessed it, NO REPLY. I'll never buy there again.
May 21, 2024
Unprompted review
Reply from Smoke Cartel
Hi Doug,
We're sorry to hear that you did not get the items you were expecting. I see that our support team had responded to you and refunded you for one of them as per your request.
If there's anything else we can assist you with, please don't hesitate to let us know!
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