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.
Used Once & Can’t Return
Very disappointed with my latest order from Smoke Cartel. I ordered a dab rig and it’s not nearly as big as it looked in the picture and after trying it out it doesn’t percolate well at all. This is the first piece I’ve gotten that I hate and can’t return it because I used it once. I am beyond frustrated and just wasted $55 dollars on a rig I will never use.
17 October 2024
Unprompted review
Reply from Smoke Cartel
Hi Simon,
Thank you for taking the time to share your feedback. We're sorry that the rig did not meet your expectations. We offer a wide range of product to serve different type of smokers.
Our team tried to reach out to you via email a few days ago but didn't hear back. Do you mind taking a look at your promotions and spam folder?
As a loyal member of the Smoke Cartel family, you know our strict return polices that ensure health and hygiene standards. But you also know that there's no such thing as waste here. We've always got your back! Your product review is live on the product page to help shape the expectations for others looking to get one.
Thanks for always choosing Smoke Cartel, we hope to hear back from you soon.
The beaker bong came without a bowl
The beaker bong came without a bowl. Only the stem. Filed a complaint and have not received a response.
30 September 2024
Unprompted review
Reply from Smoke Cartel
Hi Robert,
We're sorry for the inconvenience you've experienced. It seems a bowl wasn't added in your original package. We have a replacement being shipped out to you with a free gift to make up for this fulfillment mishap.
Let us know if there's anything else we can help you!
Have a great day!
Ordered hemp cigarettes October 2nd…
Ordered hemp cigarettes October 2nd label was created October 7th & has been stuck usps waiting for item for 6 days now. Emailed them twice to refund my money & to cancel my order no response. Item said in stock ready to ship. They are obviously using a 3rd party to fulfill there orders. Waste of time & money bad customer service.
2 October 2024
Unprompted review
Reply from Smoke Cartel
Hi Eric,
Thank you for your patience. We're terribly sorry for the delay you are experiencing. Some sellers prefer to ship the products themselves, and you order is being fulfilled by the manufacturer.
We've reached out to them to see what the issue is. Our support team is here to assist and we're sorry again for this less than satisfactory situation.
Have a great day!
Recurring hidden charges.
I've noticed they've been charging me $10.91 a month ever since for something called mulberry pritection. I dont even remember ever ordering anything from them and now I've paid over $100 dollars and I have not been able to get them to cancel whatever this is that I'm apparently signed up for. I've reached out to them to try and get myself removed and they have yet to respond. I'm left with no choice, but to cancel my credit card. Edit- it turns out I purchased a 60 dollar item at the beginning of the year. Without telling me they signed me up for this mulberry protection plan, I've now payed over one hundred dollars in "protection". Last month I finally talked to a representative to remove this. Well now once again I've been charged 10.91...
23 March 2024
Unprompted review
Reply from Smoke Cartel
Hi Ajax,
We've sent you a request for more information in order to locate you in our system and have our support team assist you in resolving this.
Mulberry Protection is the insurance plan you added to your order to protect your item from damage. This is not a one-time fee, but a subscription that renews. The price of the plan depends on the value of the item.
If you would like to cancel your plan, you can do so through the customer dashboard linked in the confirmation email you received from Mulberry when the order was placed. Or you can reach out to us directly and we'll get it cancelled for you.
Our team tries to respond within 24 hours but sometimes we get a lot of messages so it takes us a little longer. You should have received a response by now and gotten this all resolved. If you respond to the information request we sent, I'd be able to double check that for you.
If there's anything else we can help you with, please don't hesitate to reach out to us at contact@smokecartel.com
Have a great day :)
I ordered the wrong size and would like…
I ordered the wrong size and would like to return the 18mm pinch bowl. You are out of the 14mm size I need, so I would just like to return the 18mm bowl for a refund. Can you please tell me how I can return this item?
30 September 2024
Unprompted review
Reply from Smoke Cartel
Hi Michael,
We're sorry to hear that you did not find the size you needed.
You can initiate a return through our portal here:
https://www.smokecartel.com/tools/returns
If you require any assistance, please don't hesitate to reach out at contact@smokecartel.com
Very bad to no customer service
I purchased a product from Smoke Cartel, when I received the product I found it to be defective. I called the customer service by phone 3 times got no call back. Then I sent 2 E-mails I got 1 E=mail back saying sorry and asking for pictures I sent pictures but no response
10 September 2024
Unprompted review
Reply from Smoke Cartel
Hi there
We're sorry to hear that you've received a defective item. Not to worry, we've got your back and will get this resolved for you ASAP.
It seems that your response with pictures did not come through. Do you mind sending it again? You can email them straight to contact@smokecartel.com and include a brief description on the defect.
We just need them for documentation purposes then we'll send out a replacement once our product team reviews the claim.
We hope your day only gets better from here.
I ordered an ash catcher 10 days ago…
I ordered an ash catcher 10 days ago and still they have not shipped it!!!!like W T F >>????? NEVER GOING TO BUY FROM THEM AGAIN!!!
27 September 2024
Unprompted review
Reply from Smoke Cartel
Hi Mike,
I apologize for the delay with your order. Unfortunately, several of our warehouses were impacted by the hurricanes and have had to pause operations. While we're working to get them back up and running, our other facilities are handling the increased order volume, which has led to longer fulfillment times than usual.
Thank you for your understanding and patience during this time.
We hope you enjoy your new Smoke Cartel loot!
I placed an order 3 weeks ago and have…
I placed an order 3 weeks ago and have not received it. I have called and emailed and no response. This is unacceptable!
4 October 2024
Unprompted review
Reply from Smoke Cartel
Hi Yaritza,
We're sorry for the delay in sending out your order. We tried to reach out to inform you that the variant selected in out of stock and provide you with alternative options to get this resolved.
We were able to finally get in touch with you when opened a ticket through our contact form.
We apologize for the inconvenience and we assure you it was never our intention to mislead you. We appreciate your continued patience and understanding.
I ordered a product from this company
I ordered a product from this company. They sent me a broken unit. I returned it and have not heard from them in over 6 weeks . They keep telling me that they will respond when they get it. I have not received any refund. I have not received a replacement unit and I haven’t even received an email or a text, do not order from this company. Their customer service is terrible. They do not reply to any emails. Worst experience I’ve ever had.
4 September 2024
Unprompted review
Reply from Smoke Cartel
Hi Jeff,
We're sorry for the delay you experienced in getting a resolution.
We have issued a full refund for your order.
It seems the item you received was defective. Electronics are one of the few items we are unable to quality check ourselves as they come pre-packaged by the manufacturer. Since this unit did not show any signs of external defects, the product team requested it be returned back to us so they can inspect it themselves.
The return took some time, and then due to a human error at the warehouse the package did not get sent to our product team for inspection. Once we noticed this error we resolved it and issued you a full refund immediatly.
We appreciate your continued patience and understanding. We apologize for the inconvenient experience you've had, we know how frustrating it was.
If there's anything else at all that we can assist you with, please don't hesitate to let us know. We're always happy to help.
Have a wonderful day :)
Great experience
I’ve bought from smoke cartel 3 times and everytime I made more than 100% value getting items worth up to 100$ by only paying 15!! Great company and fast shipping will definitely be buying again
3 October 2024
Unprompted review
Reply from Smoke Cartel
Thanks for sharing! Happy customers are what we're here for 😀
Have a smokin'ly amazing day! 😎
cant get a refund
I have order many things from this place, then when the most expensive thing I’ve order from them ($300) doesn’t show up, I was told I would get a refund but then never did, tried contacting them multiple times.. terrible service
-Andrew
30 September 2024
Unprompted review
Reply from Smoke Cartel
Hi Andrew,
We've issued a discount for your undelivered item. We're terribly sorry or this inconvenience, it seems we have an issue in our system with the item you ordered that held it from fulfillment.
Your continued patience and understanding throughout this ordeal are greatly appreciate and we hope you give us the chance to make this up to you in a future order.
Have a great day!
Smoke Cartel used to have great and…
Smoke Cartel used to have great and responsive customer service. One of the bongs I bought from them started chipping paint less than a full year from when I bought it. I reached out to smoke cartel for suggestions and they didn’t reply until the 3rd time saying they couldn’t repaint it. Well I wasn’t asking them to repaint it I was looking for suggestions. Anyway, they didn’t respond after that and it is what it is but I prob won’t order from here anymore. every single piece of glass I’ve bought has broken, cracked or chipped paint. I got a double percolated bong from the dispensary for $37.50, which the same exact bong is priced at smoke cartel for $100+ so it’s cheaper to buy local anyway.
Thanks for finally replying.
2 April 2024
Unprompted review
Reply from Smoke Cartel
Hi Trinity,
We're sorry to hear that you're experiencing paint chipping with the piece you purchased in April 2020. When you reached out to us this April there was not that much that we could do.
You asked if you could send it to us for a fresh paint job, but that's not something we can accommodate since the item had been used.
We know how frustrating this is, especially with the unique design of the pineapple with a wide spectrum of psychedelic colors. Though we are unable to repaint it for you, you could try to do it yourself with heat resistant paint for glass. Or find a local artist/glass blower that could use pictures of the piece as a reference for a more accurate outcome.
We love supporting the local community. Smoke Cartels values the customer experience and convenience. We offer a wide range of handpicked products at the cheapest price. If you find it cheaper elsewhere, just let us know and we'll beat that price as per our Price Match policy.
Wishing you all the best!
No response from Customer Service
I have ordered a few times before with no issues. I placed an order on 9/10/24 and still have not received my order. I have sent multiple emails and left multiple voicemails with no response.
10 September 2024
Unprompted review
Reply from Smoke Cartel
Hi Robert,
Your order shipped the very next day but it seems that there was an issue with the delivery.
The tracking history shows a confusing timeline but it says your package was delivered on the 23rd of September.
You've had multiple back-and-forths with our team while the package was in transit.
Since your package is marked as delivered, and it's not at your address, nor ours, we'll have to use your Route Package Protection.
We'll send you instructions on getting this all sorted out.
Don't worry, we've got your back 😎
I have only recently begun smoking…
I have only recently begun smoking weed, due to illness. I recently ordered two Vapes, and neither one is working. The first one I received, I thought I was unscrewing it, but then the guts came out! You know, the circuit board and Battery. The second Vape just plain doesn't work. Couldn't get it to heat up. The order numbers are...... 974013 and 976623. My. phone # is 608 312-2680. Best to call before noon Central Time. Thank you for your attention to this matter p.s. I should mention that I have a very severe neuromuscular disorder, which makes me very weak and spastic. So I did not exert unnecessary Force on The Vape, because I literally can't Force anything. Thank you
9 September 2024
Unprompted review
Reply from Smoke Cartel
Hi Judith,
We're sorry to hear about your condition. We wish you the best of health and we assure you that we are always here to help.
I'll have our support team reach out to you to better understand what issues you faced with each of the devices. We will send you an email right now asking you for pictures of the devices, please reply to the email with pictures if possible, then our product team will schedule a call with you to walk you through using the devices, or send you a replacement/refund if they are defective.
Additionally, we've sent you a request to remove your phone number from the review. This is a public review and we don't recommend sharing your personal information as anyone would be able to view it.
Don't worry, we've got your back 😊
Very very poor customer service
Very very poor customer service. I ordered a vaporiser on 9th September …. It still has not arrived. Five follow up emails sent - all unanswered - (outside of the initial inquiry). I will never order
again …. And have highly recommended friends and colleagues don’t order from this store.
Appalling service - unprofessional to say the very least.
9 September 2024
Unprompted review
Reply from Smoke Cartel
Hi Jo,
Thank you for taking the time to share you feedback. We're sorry to hear that your experience was less than satisfactory.
It seems that you placed an international order and that caused us some delays in processing due to logistical issues.
I took a look at our support system and I see that you opened several tickets with us. All of them were responded to, which makes me think a few of our responses did not reach you and were lost in the spam or promotions tab.
You had responded to one of our emails requesting to cancel and refund the order, and we've went ahead and issued you a full refund as requested.
Again, we're sorry that this did not go as smoothly as expected, and we assure you that this is far from the normal Smoke Cartel experience.
If there's anything else we can assist you with, please don't hesitate to let us know.
We hope your weekend only gets better from here :)
Reply from Smoke Cartel
We've always got your back! Here's to always servicing your smoking needs 🥂
Horrible experience
Horrible experience. Customer service is non- existing, try calling the toll free line. It never gets answered always straight to voice mail. Part of order was missed and it took me forever and a day to get what I had already paid for. It took three times to wait for a committee team to decide that part of my order was missing. This company was not cery professional to me. My order number changed 3 different times. BEWARE!!!!
2 August 2024
Unprompted review
Reply from Smoke Cartel
Hey Mark,
We're terribly sorry for the delay you experienced with your recent order.
Unfortunately, it seems that one of the items in your order was not properly linked in our fulfillment system. We were only able to identify this error when you reached out and we escalated the issue accordingly. A new order was placed in the system but we realized the issue was still not resolved, and then once we were sure it was all fixed up, a 3rd order was made.
The first order number is your original order, the other 2 were the replacement orders for that error we encountered with one of the items in your order.
We really appreciate your continued patience and cooperation, we know how frustrating this was, especially that our team were figuring out the issue and were unable to communicate what the problem was nor how fast we can get it resolved.
We hope you're enjoying your new Smoke Cartel loot!
Have a great weekend :)
The product came quickly and was…
The product came quickly and was packaged very well. There were stickers and candy in the box, too! 😁
2 September 2024
Unprompted review
Reply from Smoke Cartel
Sounds like a sweet deal 🍬🍭
Happy customers are why we're here! Thank you for choosing Smoke Cartel 😎
Terrible customer service, and refusal to refund a product with manufacturing issues.
I’ve had a dopezilla bong for a year now, using it on & off, the other day the bongs percolator completely seperated from the piece, I can no longer use it or clean it, and the customer service worker Dench Betalla said they couldnt offer a solution unless it was a manufacturing issue… To which i replied and said how is the glass literally separating from itself not a manufacturing issue, to which they stopped responding. Terrible customer service & i wasted my money, I recommend Roots Glass or 420 Science for anyone who is looking to purchase a piece online. Disappointing that smoke cartel claims to care so much about their customers but refuses a refund on a product that has a clear manufacturing issue. Looked online and saw plenty of other people with the same issue with smoke cartel. Won’t be buying from y’all again unless i get my money back, that’s for sure! - Adding on for them to see since i cannot reply to smoke cartel, you guys ignored my emails, and regardless of the period of time i had had the bong, it is ILLEGAL to sell a product with a significant defect, if a customer has come to you after a period of time and states the glass physically separated from itself INSIDE the bong, that is clearly a manufacturing issue. And as stated, I had the bong for a few months where i used it on and off, then put it in a safe place with all of my other bongs, i collect them. i know how to store them, I will never give you guys my money again, and I will encourage others to not give you money either. You broke the law by refusing to refund my money or send me a new product& I will be reporting your buisness. Disgusting you even tried to sell more products to me after you refused to even email me yourselves. I have photo evidence that this is a manufacturing issue, not a single other review had the same issue of the percolator separating.
21 September 2024
Unprompted review
Reply from Smoke Cartel
Hi JJ,
We're sorry to hear about your Dopezilla, broken glass is heartbreaking.
Unfortunately, there isn't much that we can do here as you've had this piece for a year. You seemed to have no complaints about it during that period. It is difficult to provide proof that this was a defective unit and not user error.
It could have been something as minor as the way you set the pipe down. Being a little too rough could cause the piece to slowly develop cracks and weaken to the point that the glass shatters eventually. This happens more than you would think and is the reason we offer Bong Mats to absorb the shock of putting your glass on a hard surface.
We know how frustrating this is, we've all had our fair share of shattered glass and it hurts just as much as the first time.
If you'd like us to help you in finding a new piece, we're always here to help.
We hope your weekend only gets better from here 😊
LA Pipes water pipe
LA pipes is a very nice brand. This piece is thick, sturdy and has a good chug. It does however need cleaned often, otherwise the narrowness of the neck will cause resin to get on your lips. 3.5/5
5 September 2024
Unprompted review
Reply from Smoke Cartel
Hi Krystian,
Thanks for taking the time to share your feedback. We're happy to hear that you are enjoying your new Smoke Cartel loot!
Keeping a clean piece is essential, we recommend checking out our Ultimate Cleaning Guide here:
https://www.smokecartel.com/blogs/guides/how-to-clean-your-pipe-or-bong
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.