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
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
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
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
3.1
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.
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
3 March 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.
3 March 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!
Stay away...customer service is…
Stay away...customer service is horrible. I placed an order on 2/04 and have not received the product or a refund. I received one reply and crickets since then.
4 February 2025
Unprompted review
Reply from Smoke Cartel
Hi Darrell,
Did you not receive our last email confirming that the refund had been issued and should reflect in your account within 3-10 business days?
We've responded to every email you sent us within 1 hour.
Sometimes our support emails get lost in the spam or promotions tab.
We're always here to support you.
Have a great day :)
Awesome customer service
Awesome customer service. I ordered something and received the wrong angle, partly my fault because I did order that angle but it was partly theirs because they only had pictures of the other angle I meant to order.
Anyway long story short they sent me a new item free of charge in the correct angle and I couldn't be happier. 5 stars :)
24 February 2025
Unprompted review
Reply from Smoke Cartel
Hey Ben!
Order accuracy is incredibly important to us. You made us aware that the product images do not include all variables available. That's an error from our end and our product team have scheduled a photoshoot to make sure we showcase all angles.
Thank you for your support and feedback!
Have a great day and enjoy your new Smoke Cartel loot!
Great prices and true customer service.
It seems like good customer service can be really difficult to find anymore, especially when it isn't a brick and mortar store. The people that work customer service for online stores are typically very short and lack personality. That is definitely not the case with SC. I sent them an email that Kristine responded to really fast, and that remained the flow for our entire email conversation. Not only did she respond quickly, she was very efficient taking care of my inquiry. I'll definitely do business here again. Thanks for all the help Kristine!! - JC
18 February 2025
Unprompted review
Reply from Smoke Cartel
We're thrilled to hear about your positive experience with our customer service, and we're especially glad Kristine could provide the quick and helpful support you needed. We truly believe in offering personalized service, even online, and it’s fantastic to see that it made a difference for you.
We look forward to serving you again in the future.
Enjoy your new Smoke Cartel loot!
Unacceptable Delay in Delivery and Lack…
Unacceptable Delay in Delivery and Lack of Tracking Information
I’ve been a customer of Smoke Cartel before and generally had a good experience, but I’m really disappointed this time. I ordered an E-rig recently, and it hasn’t arrived yet. Not only that, but I’ve received no tracking information whatsoever, and I have no idea where my order is. It’s been a while now, and I haven’t heard any updates from your team either. This is really strange considering I’ve ordered from you before without issues. I really hope this gets sorted out soon, but as of now, I’m pretty frustrated with the lack of communication and the delay in receiving my product.
11 February 2025
Unprompted review
Reply from Smoke Cartel
Hi Eldon,
We're terribly sorry for the less than adequate experience with your recent order. We know this is far from the standard you're used to with us and we assure you this is far from our norm.
We have transitioned to a new shipping system that is smoother and ensures faster deliveries, however, since some of the items listed on the Smoke Cartel marketplace are fulfilled by vendors who have not fully made the switch yet. This causes some delays and manual order updates.
I just checked your order status and I see that it is expected to be delivered tomorrow. Though our support team have provided you with the shipping details, we've also manually added the tracking number to the order for better tracking.
We really appreciate your loyalty and continued support during this transitional period.
Great great great I order a beautiful…
Great great great I order a beautiful beaker and smokes great
7 February 2025
Unprompted review
Reply from Smoke Cartel
You're the greatest!
We're happy to hear you're enjoying your new Smoke Cartel loot!
Thanks for taking the time to share the love 🍃💨
Didn’t receive item and emailed 2 times…
Didn’t receive item and emailed 2 times to get no response. But other than that products are good
31 January 2025
Unprompted review
Reply from Smoke Cartel
Hi there,
We're sorry to hear you were unable to reach us. I looked up the order number you provided and I see that you placed the order on January 14th and it was delivered on January 23rd.
I was unable to find any correspondence from you in our support inbox using the order number or email associated with your account.
We are best reached at Contact@SmokeCartel.com
You can also reach out to our live chat support or fill the form on our contact page here:
https://www.smokecartel.com/pages/contact-us
Our team normally responds within 24 hours, but during busy times it could be longer.
I sent a email and a phone call
I sent a email and a phone call, no response. It is pretty sad in this day and time to have to deal with bad customer service. UPDATE: Finally they contacted me, sent me email after email stating they don't promise the correct color. Are you kidding me.You don't order something on line and they ship you want they want. I can assure you this is not the company to buy from. I also noticed from other customers this is the norm for this company. Updated: It is out of my hands, from this point on Truist Bank will handle everything. They should hear from them any day now. No further contact is needed from this point on.Like I said this company is the wrong company to buy from. The only thing I did was alert the customers. I noticed their image is terrible but they did that to themselves. I wish I would have further research this company because if I did this crap would have NEVER HAPPENED.UPDATE: I read their Mickey Mouse trash. Like I said. I did it your way but you will find out very soon how I handle it my way. Be prepared because they are!
22 January 2025
Unprompted review
Reply from Smoke Cartel
Thank you for your feedback. We're sorry to hear about your experience, and we appreciate you bringing this matter to our attention.
As stated on our product page, the item you ordered ships in assorted colors, depending on availability. Unfortunately, due to this, customers cannot select a specific color during checkout. We make sure to mention this multiple times on the product description to avoid any misunderstandings.
You did reach out to our customer support team, and they responded promptly. They explained the color availability policy but still offered to exchange the item for another in the color you like if it was available. However, when you provided a photo of the item you received, it showed that it had already been used. According to our policy, which is clearly outlined here: [https://www.smokecartel.com/pages/refund-policy], we can only accept returns for unused products.
After thoroughly reviewing your case, we have confirmed that your order was processed according to the product description, and our support team followed our return policies appropriately. They also made an effort to help resolve the situation by offering an exchange.
We understand that this was frustrating, and we sincerely apologize for any inconvenience caused. We value our customers and work hard to ensure every experience is a positive one.
We hope this clears up any confusion, and we wish you the best moving forward.
Same as everyone's reviews
Same as everyone's reviews! They don't send what You paid in full for, taking your money is not a problem for them, then you get the run around with the phony customer service, after you don't just give up trying to get a refund they just stop answering. these people will steal your money! now I have to call someone of authority and let them know about this fraudulent activity. UGH!
27 January 2025
Unprompted review
Reply from Smoke Cartel
Hi Pat,
Unfortunately you did not provide enough information for us to look you up in our system and investigate your concerns. We even sent you a request for additional info that you did not respond to in time.
We still appreciate you taking the time to share your feedback and provide us with an opportunity to improve on our service.
It seems you placed an order for multiple items being sold by different vendors. Smoke Cartel is a marketplace where we allow artists and manufacturers to sell their unique pieces along side our curated product range.
As such, orders could ship out in multiple packages.
It's possible that one of the vendors did not fulfill an item within our time estimate, which has been happening recently as they transition to our new warehouse system.
Some customer don't want to wait extra and choose to cancel that part of their order and get it full refunded. We issue these refunds without a problem. However, our support team has to submit a refund request that is then verified by our finance team.
As such, our support team does not stop answering, they are awaiting confirmation. We agree that this is not ideal and that a reply should be sent even if there are no developments to be shared. We are working on improving our support communication from that end, and we appreciate you voicing that concern.
We're always here to help!
Have a great day :)
LA Beaker Bong Air Leakage
I've been buying glass for about 5 years from Smoke Cartel.Usally great product.good price.Recently purchased Beaker Bong LA it has a flat top which causes leakage.Tried contacting smoke cartel no response.Sad to say I need to find a new place to buy glass products
15 January 2025
Unprompted review
Reply from Smoke Cartel
Hi Mitchell,
We're sorry to hear that you've received a defective unit. I see that you reached out to us on the 21st of Jan, and our team responded 14 hours later asking for pictures of the piece so we can have our product team take a look at it.
It seems you didn't get our email. Please check your spam or promotions tab since our support emails sometimes get mixed up in there. If you're unable to find it, no worries, just reach out to us again at Contact@SmokeCartel.com with pictures of the defect (or a video if that would showcase the issue better)
We've had your back that past 5 years, and we hope to keep taking care of all your smoking needs for years to come.
Have a great weekend :)
I had the boss subscription that I…
I had the boss subscription that I placed over a month ago and it was never fulfilled. I contacted what they called "customer service" and got absolutely nowhere. Don't do business with them. Very disappointed with them
13 December 2024
Unprompted review
Reply from Smoke Cartel
Hi Joe,
We're terribly sorry for the delay you experienced. As per your request, our team has issued a full refund for your order.
The delay you experienced is far from our normal operating standards, it was an outlier of an experience and we hope to be able to show you the true high Smoke Cartel level of standards soon.
Ordered a rig over a week ago still no…
Ordered a rig over a week ago still no word from smoke cartel as it says unfulfilled still, super disappointed
10 January 2025
Unprompted review
Reply from Smoke Cartel
Hi Robert,
We're terribly sorry for the delay you're experiencing, we're working tirelessly to insure your package is in your hands ASAP!
Unfortunately, we are going through a system transition that is affecting processing delays for some vendors. We are doing our best to resolve this for you and expedite the delivery.
We highly appreciate your patience and understanding during this transitional period. Please don't hesitate to reach out to us with any questions or concerns that you may have. We are always a click away.
Have an amazing day!
I used to be a frequent customer but…
I used to be a frequent customer but made the mistake of not reading up on recent reviews. It would seem I am not alone in being ghosted with an order. Lesson learned.
2 January 2025
Unprompted review
Reply from Smoke Cartel
Hi there,
We really appreciate your continued loyalty and a long time customer you have experienced the high Smoke Cartel experience multiple times. We hate that your smooth experience with us is interrupted with this system error.
We've been transitioning to a new fulfillment system that would be even more seamless than before. Unfortunately, some orders made it through onto the old system. We're working on locating all these orders and having them shipped ASAP. It seems your order is affected and our team is already working on having it sent out.
If at any point you would like to cancel and get a full refund, we completely understand. Just let us know and our team will get right on it.
We appreciate your continued loyalty and cooperation during this transitional period and we promise that this is an outlier of a situation and you should always expect the Smoke Cartel standard of service you are used you.
Have an wonderful week!
Don’t expect any human response.
Don’t expect a live person or any human response via customer support. Seems more likely to get a response here than through the actual customer service department.
Ordered item, protection plan & discount club. Status never changed from fulfilling order. No tracking numbers, order update or anything after 18 calendar days which 9 of them were business days.
Called and left voicemail. Chat on website was not working. Emailed and got AI generated response to the effect of were contacting the appropriate team members.
Waited another week without any response or update to order status.
Called several times with no answer and left voicemails. Then canceled charge on my card.
Yesterday a package shows up from complete different vendor with what I ordered from Smoke Cartel.
Called SC and Vendors (vendor email bad) card that was in pkg and zero response from either.
Trying to send this item back since the charge has been cancelled.
Thoroughly disappointed with SC.
9 January 2025
Unprompted review
Reply from Smoke Cartel
Hi there,
We're sorry for the confusing and inconvenient experience you had with us recently.
Smoke Cartel expanded from offering products to allowing vetted vendors from selling on our platform. We've recently updated our system for a more seamless experience but it seems there are a few hiccups in the transition that resulted in some orders showing up in the old system that is unsupported anymore. We are working tirelessly to locate these affected orders such as yours and have them sent our or refunded.
In your case it seems that we were able to get your order sent out.
I looked in our support system and was unable to find any emails from you regarding the package. We did get a few reports that our email server was down for a brief window last week. I'll reach out to you right now to get this sorted out.
We really appreciate your understanding and cooperation during this transitional period.
Have a great week!
I ordered another dab rig and it came…
I ordered another dab rig and it came missing the female banger, I emailed the support email and never got a reply…
27 December 2024
Unprompted review
Reply from Smoke Cartel
Hi Robert,
We're happy to see you coming back to Smoke Cartel!
I took a look at our support inbox and I see that you reached out to us about your banger arriving damaged. Our team responded within 10 minutes asking for a picture. After processing the claim we created a replacement order the same day and it shipped out the next day.
However, you're referring to a missing banger, but I am unable to find any tickets from your account regarding that issue. I've requested from our support team to reach out to you and make sure everything is good.
Don't worry, we've always got your back 😎
Item not received after 30 days, no response
Placed an order on December 3rd and the last item in my order is still showing as awaiting fullfillment. I sent multiple emails with no response. To date, I have not received the item or a refund for it. I filed a fraud dispute with my credit card and will not shop with Smoke Cartel again.
3 December 2024
Unprompted review
Reply from Smoke Cartel
Hi Melissa,
We're sorry to hear that your recent experience with us was less than satisfactory. We're happy that you received your order in a timely manner, but we hate that one item was undelivered.
It seems our system encountered an issue syncing the item correctly so it did not show up in the shipping queue for our warehouse team. We've been able to locate the error and are working on resolving it ASAP.
I took a look at our support channels and was unable to find any correspondence from your account. Did you reach out to us via email mentioning your order number?
I am unsure why your support tickets aren't showing up in our system, we assure you it was not our intention to mislead you.
We hate that it escalated to you feeling like you had to file a dispute with your credit card company. We will not contest the dispute since this is an error from our end.
Again, we apologize for the inconvenience and we hope to see you again soon and make up for this frustrating experience.
If there's anything else we can assist you with, please don't hesitate to let us know.
Have a great day!
They refunded my order 3 days after…
They refunded my order 3 days after purchase. Still haven't received the refund. Didn't tell me about the refund.
30 December 2024
Unprompted review
Reply from Smoke Cartel
Hi there,
Thank you for sharing your feedback with us. We truly apologize for the inconvenience you experienced with your order.
During the busy holiday season, our support team was handling an unusually high volume of requests, which unfortunately led to a delay in reaching out to you regarding the item being out of stock. To ensure that you wouldn’t be left without a resolution, our system has a failsafe in place: if our team is unable to contact you in a timely manner, the order is automatically canceled and refunded after 3 days. This ensures you aren’t left waiting, even if we haven't yet had the chance to discuss alternatives with you.
We completely understand how frustrating this situation must have been, and we sincerely appreciate your understanding. We are always working to improve our processes and will ensure that your future experiences are smoother. If you'd like assistance in finding an alternative product, or if there's anything else we can do for you, please don’t hesitate to reach out.
Thank you for your patience and for being a valued customer!
Items paid for but never shipped.
Items paid for but never shipped.
Two consecutive orders that I placed were not fulfilled completely. Both orders had 3 items each for a total of 6. Two items would get shipping confirmations and one would not. I would call, use the chat, email, and not get any reply for a week or two. Then I would be promised it would be resolved. Nothing would happen and I would chat, email, call. No reply, no answer, no explanation. After increasing the amount of contact and a few weeks I got a partial refund of the first order. The exact same thing is happening for the second order and I have not received a response, reply, or my item after 3 weeks when it had an expected delivery time of 3 days. It isn't the delivery service...it was never shipped. This is consecutive orders of paying and them not shipping the items they sold.
7 November 2024
Unprompted review
Reply from Smoke Cartel
Thank you for sharing your experience, and we sincerely apologize for the frustration you've encountered. We understand how disappointing delays can be, especially during the busy holiday season. Due to the high volume of orders during this time fulfillment delays were communicated. Tracking updates were often delayed after a package was shipped, which is unfortunately beyond our control as they are provided by the third-party shipping carrier. We regret that this affected your experience.
We’ve reviewed your feedback, and unfortunately, we don’t have enough information to fully investigate the issue with your orders. The TrustPilot request our team made for further details has expired, so if you’re still experiencing issues, we encourage you to reach out to our support team directly so we can take a closer look and resolve the situation for you as quickly as possible.
We’re glad that our support team was able to process a partial refund for your first order, and we sincerely apologize for any inconvenience caused with your second order. We are committed to providing the best experience possible and are working to improve our communication during these busy periods.
Please feel free to contact us directly for any further assistance. We value your feedback and hope to have the opportunity to better serve you in the future.
not working, no response from Customer Support
purchased an E-rig from Smoke Cartel as a Christmas gift, but my experience has been disappointing from start to finish. The device stopped working after the very first use, showing only a blinking red light and failing to heat up despite following all instructions.
I attempted to contact customer support multiple times by phone at various times and days, but every call went straight to voicemail. I also sent two emails, one of which was answered with a request for a video demonstrating the issue. Despite promptly providing the video link, I have yet to receive any meaningful assistance—three days later, there’s been no response.
The lack of support is frustrating, especially considering this was a gift, and the device failed immediately. I’ve since escalated the issue through a dispute process with my credit card company, as I’ve lost confidence in [Company Name]’s ability to resolve the matter.
I hope others can benefit from my experience and think twice before purchasing from this company. Customer service should be reliable, especially when selling products that might need post-purchase support.
23 December 2024
Unprompted review
Reply from Smoke Cartel
Hi Lukasz,
Electronics get come to us pre-packaged so there is no way for us to quality check them ourselves. However, the manufacturer asks us to report any defective unit to be replaced immediately.
Due to the holiday season we're receiving a large volume of calls and messages on a daily basis. As this is a time mostly spent with family, there are delays in multiple areas of operation such as shipping.
Your claim has been submitted but we need to wait for the manufacturer's response to reviewing the video you sent to ensure the unit is in fact defective and no troubleshooting steps could fix the issue. Once a decision has been reached, we will be able to get this resolved for you right away.
We expect to be able to have a response after the new year celebration.
If there's anything else we can assist you with in the meantime, please don't hesitate to let us know.
Happy new year!
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