ComplaintsforSmoker's Outlet Online, Inc

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business sent me a discount code for a free air freshener with a purchase but their site wasn't working properly and would not let me enter the discount code. Instead, I placed the order and emailed them within 10 minutes asking if they could ship the air freshener out with the rest of my order, which didn't happen. I never even got a response and when I called, I was told they wouldn't honor the air freshener that was promised and if I wanted one, I would have to place another order.

  Business response

  11/14/2022

  I spoke to the customer regarding this issue.  He could not find where to apply the coupon code.  His order shipped without it and when he called in to have it shipped it was too late.  We normally tell our customers that they can use that coupon on their next order. Since he could not find the area in which to apply the coupon code (he has since found it ) we wanted to satisfy the issue.  We shipped him a free spray and applied free shipping on his next order.  Customer was satisfied with the way we resolved the issue for him.  ******************* us why here...

• Initial Complaint

  10/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  They guaranteed my package on Oct 20 it did not arrive and they are trying to blame it on *** shipping. Furthermore the customer service ice number disconnected me when I called because even thought I was on hold they went home for the night. This is also the 2nd time we have ordered from them and fraudulent activity turned up on my card

  Business response

  10/21/2022

  Customer ordered a package on Oct 13 (see attachment) and it shipped on the 17th.  At that time *** delivery gave an estimated delivery date of Oct 20. As you can see from the 2nd attached page, *** had a delay, which in turn, delayed the customers package.  The customer will not accept this reason for the delay, however, the information was obtained directly from the *** site.  In order to satisfy this customer, we sent him a complimentary package, see 3rd sheet attachment, to arrive on a Saturday.  We also told this customer to keep the first package once it arrives.  So because of the delay caused by ***, and the persistant harrasement from this customer, he is getting a package free of charge.  Customer was still not satisfied with this outcome.  

  Customer response

  10/24/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************

  
  

  I did in fact accept on the provision my package was delivered which it was
  

• Initial Complaint

  08/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I order every month from smokersoutletonline.com. I regularly have problems receiving the 8 day shipping for which I paid. It typically takes longer than 8 days for me to receive the purchase order in the mail and I typically pay $13.95 for 2-8 day delivery. Smokers outlet online.com always has an excuse for why the purchase order was delayed and this is a frequent occurrence. This month in 2022, I placed an order on August 1. Smokers outlet online did not ship the order until the 5th of August. Today is the 8th. The delivery will not be made today. I called customer service at smokers outlet online.com and requested a refund for the shipping in the amount of $13.95 to be applied to my account to be applied to my next purchase since the 8 day shipping agreement was not fulfilled. The representative refused stating that *** has eight days to ship the purchase. That is not how the shipping is advertised on the web-site. This is false advertisement. I either need to receive the purchase within 8 days as advertised and if I do not the shipping charges need to be refunded or the shipping options need to specifically clarify and state the amount of time, in days, smokers outlet online.com has to transfer the purchase order to *** and the amount of time in days *** has to make the delivery. Smokers outlet online.com does not legally have an infinite number of days at their choosing to transfer the order to the shipping company. If, for whatever reason, the company cannot guarantee the 8 day shipping due to lack of an ability to have the purchase transfered to the shipping company then a disclaimer should be clearly stated at the time the customer chooses the shipping method. In the meantime, I want a refund for the shipping charges and a future guarantee that the shipping date will be fulfilled as advertised on the website at the time of purchase. My order number for the purchase on August 1, 2022 is **********. Thank you for helping resolve this issue.

  Business response

  09/07/2022

  Customer placed an order on Aug 1.  She choose a shipping method of Economy Shipping which is 2-8 BUSINESS DAYS as stated on our website.  We shipped the order on Aug 3,  ( US Aug 3, 2022 11:36 AM Shipper created a label )  On Aug 5 *** had this message on their website :  A late *** trailer arrival has caused a delay. We're adjusting plans to deliver your package as quickly as possible.  On Aug 10, this message was on *** website:  *** will be in your area and will deliver your package a day early..    

  We did not deliver her package late, it was delivered 1 business day early.

  The attached file shows when we shipped it, and when it arrived.  

  Mary L**********

  CS Manager

  Customer response

  09/13/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  Attached in the form of a PDF file is a copy of my bank statement from the month of August 2022 which shows that I purchased my order from
  Smoker'sOutletOnline.com on August 1, 2022.  The receipt SmokersOutletOnline.com submitted to the Better Business Bureau shows the date upon which they processed my order, which was August 3, 2022.  According to the date of August 1, 2022, the order was not processed and shipped as advertised on their website.  According to the date of August 3, 2022 it was processed correctly and in a timely fashion.  August 3, 2022 does not reflect the actual date I ordered the product from the company and at the time of purchase SmokersOutletOnline.com did not post a disclaimer stating a shipping/delivery delay or a company policy for shipping procedures.  
  
  This month, in September 2022, I spoke with a Customer Service Representative from SmokersOutletOnline.com.  I was informed that due to shipping delays and staff shortages caused by the Corona Virus they are behind schedule in processing their orders for shipment.  If this is the case and the order will not be processed on the exact day I placed the order, then a disclaimer must be provided at the time of purchase.  This allows me to know exactly when to appropriately expect delivery of my purchase.
  
  I am unaware of any such disclaimer on their website this month, in September 2022 or last month in August 2022.  At the time of purchase, I saw no shipping delay disclaimer on the website.  I was not aware of any delay until I made a telephone call to SmokersOutletOnline.com.  I spoke with a Customer Sales Representative over the telephone.  At which time, I was informed of the reasons for the delay.  Due to the holiday and staff shortages due to the Corona Virus the processing of the order had been delayed.  I was given the same answer both in the months of August 2022 and in September 2022.
  
  SmokersOutletOnline.com is claiming that as long as *** delivers the purchase order in two to eight days from the time *** receives the order from SmokersOutletOnline.com then SmokersOutletOnline.com has fulfilled their obligation to have the delivery made on time.  This is not the case due to the advertisement of the shipping schedule on the SmokersOutletOnline.com website.  It is true that the *** company is only responsible for two to eight day delivery from the time *** receives the order from SmokersOutletOnline.com.  However, SmokersOutletOnline.com is responsible for processing the order quickly enough to make it possible for *** to deliver the order in two to eight days.  SmokersOutletOnline.com is not doing these things. 
  
  Though SmokersOutletOnline.com *** have justifiable reasons as to why *** is receiving the order late, thus not fulfilling the shipping advertisement on SmokersOutletOnline.com's website it is required by  law that a disclaimer be posted at the time of purchase informing the customer of the shipping delay.  This disclaimer allows the customer time to make the necessary arrangements for delivery of the order.   Unnecessary confusion also takes place when attempting to determine if SmokersOutletOnoline.com is responsible for the delay in shipping or if the delivery company, such as ***, is responsible for the delay.
  
  SmokersOutletOnline.com is required to post their company's shipping procedures at the time of purchase.  For example:  "Please allow SmokersOutletOnline.com two to three business days to process your order before your order ships."  At which time, SmokersOutletOnline.com has two to three business days to process the order and then *** is responsible for two to eight day shipping.  This is only an example.  SmokersOutletOnline.com is allowed to choose their own processing procedures.  They must simply state these processing procedures at the time of purchase. 
  
  I am stating that SmokersOutletOnline.com is required to properly post their company's shipping procedures at the time of purchase.  I am also stating that if there are any shipping delays, for any reason, SmokersOutletOnline.com is required to post a disclaimer stating the reasons for those delays at the time the purchase is made online.  The customer has the right to be informed of any shipping delays that *** take place and the business is required to properly inform the customer of these delays at the time of purchase. 
   
  Regards,
  
  ***************************
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩