Very Disappointed with Pipes and Cigars
So the other day I decided I needed some more "softy bits" as I am a "clencher" (not that there is anything wrong with that) and I had no small size bits left. So I go online to Pipes and Cigars to order them. They show both the small and the large, with the large being out of stock. Great, I wanted the small ones anyway.
The sales photo shows two (2) bits for the small, and one bit (1) for the large. Now I remember distincly ordering them in the past, and they did come two (2) to a very small plastic bag. While I was ordering them I included a pouch of Captain Black as well just to justify the shipping cost.
The package came yesterday, one day in transit which is great. I get an oversize box (probably still the smallest that they have), open it up to find the typical cushioning bladders and bulk kraft paper. Beneath is a pouch of the CB tobacco, and five (5) bits in an oversize plastic bag. The bag was sealed, and there were three (3) bits loose beneath everything else. So far no real customer complaint issues EXCEPT:
I was expecting eight (8) bags with two (2) each in the small bags that I have always received. So I go back online to their site and verify that the product advertisement photo shows two (2) as opposed to one (1) in the photo for the large. I thought I was getting a total of sixteen (16) in eight (8) small bags, at least that is what the advertisement implies. I went online to another supplier, who sells the same product and they stipulate two (2) to a bag albeit at a slightly increased price. That wasa one reason I bought from P&C.
So earlier this evening I call Pipes and Cigars, and after waiting several minutes I spoke to a Customer Service Rep and explained the complaint. I finally had him open their sales page getting nowhere and after again explaining the incongruity between the photo and what I received he said he understood how that could be "interpreted". So I more or less asked what he would do, and I got nowhere very fast. I am guessing I am not the first to be the victim of misleading advertising.
So, even though $4.00 or so is not going to break me, I explained to him the fact that I have spent many hundreds of dollars with them and I am standing (actually I was sitting) on principle. That damn near fell on deaf ears. So I am thinking that I should just cut my $4.00 loss and simply not deal with them again. And, to make me feel worse, last year when they went south with their computer system gltch I was still an avid supporter.
Oh well, live and learn.......
The sales photo shows two (2) bits for the small, and one bit (1) for the large. Now I remember distincly ordering them in the past, and they did come two (2) to a very small plastic bag. While I was ordering them I included a pouch of Captain Black as well just to justify the shipping cost.
The package came yesterday, one day in transit which is great. I get an oversize box (probably still the smallest that they have), open it up to find the typical cushioning bladders and bulk kraft paper. Beneath is a pouch of the CB tobacco, and five (5) bits in an oversize plastic bag. The bag was sealed, and there were three (3) bits loose beneath everything else. So far no real customer complaint issues EXCEPT:
I was expecting eight (8) bags with two (2) each in the small bags that I have always received. So I go back online to their site and verify that the product advertisement photo shows two (2) as opposed to one (1) in the photo for the large. I thought I was getting a total of sixteen (16) in eight (8) small bags, at least that is what the advertisement implies. I went online to another supplier, who sells the same product and they stipulate two (2) to a bag albeit at a slightly increased price. That wasa one reason I bought from P&C.
So earlier this evening I call Pipes and Cigars, and after waiting several minutes I spoke to a Customer Service Rep and explained the complaint. I finally had him open their sales page getting nowhere and after again explaining the incongruity between the photo and what I received he said he understood how that could be "interpreted". So I more or less asked what he would do, and I got nowhere very fast. I am guessing I am not the first to be the victim of misleading advertising.
So, even though $4.00 or so is not going to break me, I explained to him the fact that I have spent many hundreds of dollars with them and I am standing (actually I was sitting) on principle. That damn near fell on deaf ears. So I am thinking that I should just cut my $4.00 loss and simply not deal with them again. And, to make me feel worse, last year when they went south with their computer system gltch I was still an avid supporter.
Oh well, live and learn.......
Comments
I too leave tooth marks in stems if I don’t use “protection”. I got a bag of like 100 on E-Bay for like $12 I think. I remove the softies after each smoke so they get cleaned and don’t get stuck on the stem. Also so the stems “patina” evenly. DAMN that vulcanite sulphur😖
(Lesson: In advertising you don't always get what is pictured)
LOL.
Free shipping on all orders. I never had any issues and get personal service from Ben Atanat. Please take a visit, it's worth it.
I called the the post office myself, waited on hold for what seemed like an eternity. The national rep tried correcting the issue, but their system was not letting them. The rep called the local office, found the package and got it right over the next morning. I Had mentioned it before, but I got the best customer service from the post office I was floored to death.
I mentioned this to P&C when they followed up. The rep was quick to throw money at it, said they could issue a $5 credit. I politely told them I didn’t want the money, just that they would learn from this and go the extra mile for another customer in the future.
I have always had great experience with P&C, but this last issue could have been explained to me very simply if I was incorrect, and I would have simply agreed. But for some dude on the other end having an attitude with me, that just pisses me off. I have spent a lot of money with them, and shame on me but Ido hold grudges. Perception is reality, and they will now become my last contact when I am looking for something and strike out everywhere else.
They better tune up their Customer Service. They have lost a customer in this case that has spent a significant amount of money over the last couple of years.....over what amounts to less than $5.00 or so, on "softy tips" that I contend are misrepresented in their advertisement.
I can recommend Cup O Joes. I have ordered from them on occasion with no problems at all (I also have dealt with SmokingPipes who have GREAT customer service). These computer oriented tobacco dudes better raise the quality of their operation.....there are too many other vendors out there that respect their customer base.
I’d decided to make a measly little order (MLO) this morning from whichever online store had the better deal. I was happy. And not one of them has all of the 5 or 6 measly little things I wanted on my MLO in stock. So waited until my second cup of coffee to create a matrix of prices vs shipping costs to see how to get my MLO for the least money with my backup option being just to say “screw it, I’ve got enough for now”. The end result was that what made the most sense was three orders from three places meaning I’d be plunking down $14 for shipping and with a grand total approaching the free shipping level for any one vendor.....if any one vendor had what I wanted!
So, screw it. I’ve got enough for now.
The point is, the differences in price is related to the relationship the retailers have with the different pipe tobacco distributors. If the retailer is owned by one of the big companies, like Laudisi, then prices are usually cheaper. Other online retailers can and do carry some of the Laudisi brands but they will usually pay more and have to pass that price increase on to the consumer.
As for brick and mortars shops, the reason their prices are higher is because the wholesale price is close to what the on-line retail price is.
I suppose some of my gripe comes down a bit to what sort of buyer I am. I like to treat myself every couple or three weeks and not have to skip grits that month to justify it. A few ounces of this or that, maybe a cob or two. I could buy more at one time and avoid the shipping issue, but then I’d have to skip the fun of a regular treat in the mail. I’d be a B&M’s best buddy if I had a local one to befriend. At least then the surcharge would come with conversation.
They support our pipe pipe club by letting us hold our meetings there and will occasionally donate door prizes to us. In return we all spend money during our meetings.
One of the managers gifted me one of his estate Dunhills also.
We need more pipe smokers in the world to encourage the would-be tobacconists.
I can understand one's frustration. However I buy mostly P&C waiting for sales/discounts on the blends I enjoy while trying new tobacco in the process.. I have spent an average of around $6.50 a tin from 2017-18 on excellent blends from Blachouse, Dunhill Nightcap,Orlik Dark Strong,John Cotton Number 1&2 etc. (The least expensive retail tin (P&C pricing) was Orlik Golden Slices; no Sutliff or low cost tins went into that average.). As far as bulk is concerned PS Bullseye flake $23 a lb, C&D Old Joe Krantz $25 a lb etc I also purchased among others. I always buy enough to gain free shipping (keeping costs low) and look for off the main screen sales. I have done the same elsewhere but Pipes and Cigar's deals are typically often and generous.
Best
PS You may ask how? When you can combine sale offers you can acquire deep discounts. These offers appear here and there but especially during holidays, Black Friday, Cyber Monday etc.