Poor customer service
After the recent face plant at Pipes and Cigars, I was curious about how other forums and commentators dealt with the subject of poor customer service at pipe and tobacco shops. The folks in our forum appeared to be quick to criticize, but also quick to forgive. (I said I was going over to http://www.smokingpipes.com but when things settled down I went back to http://www.pipesandcigars.com) Many if not most of us are still doing business with P&C. The customer service critique I found the most interesting was by one jamestkirk2282 on March 31, 2014, but relating to B&M (Brick and Mortar) shops. It also mentions prejudice against Dr. Grabow pipes (a prejudice I shared until some of you straightened me out about Grabow's and Yello Bole brands).
<<Recently I was out shopping around my hometown and decided that I needed some new tobacco. I decided to stop in to my local B&M who has just recently opened up a new store closer to me. I asked him what tobaccos he would recommend, and once he saw my Dr. Grabow Riveria, he said “I wouldn’t load anything into that cheap piece of shit.”
Needless to say, I was more than a little pissed off. I said “Sir, all pipes work the same way; they all have the big hole for tobacco, a small hole in the back and a stem to smoke from, no?” He went into this diatribe about how the Petersons he had on the shelves smoked way better because they are made from quality woods, and not the castaways that Dr. Grabow uses. I decided then and there, that, if I go back to them, it will not be at that location. However, I said to him “Sir, your customer service is poor, and I wish to speak with your manager, is he available?” He gave me a sour look and said to me “No, he went to get more pipes, sorry”
That night, as I was headed home, I picked up the phone and dialed their main number for customer service and told of my experience in their new location. Whomever handled it was aghast and appalled at what had happened. They told me that the store does not treat customers in such a fashion, and assured me that they would deal with the clerk. They went on to tell me that they would offer me a pipe of my choosing or a gift card if I wanted. I told them that their apology was enough, butt if I ever went back to them, it would be a long time, if ever, and for the time being, I would be buying my pipes and tobacco from the internet, or another store. She felt heartbroken over the incident, but at the same time, it was shocking to me because I always felt that all pipe smokers, whether or not it was a Peterson or a cob, we all treat each other with respect and kindness, for one day, you may be the one needing the help.
I guess in some manner of karma, they had to close the location in the mall, and now only have two locations open. I was not hoping for them to close any shop, as I want my town to be a thriving pipe community, but if that is how they treat their customers – and I’ve been a customer there for years – then I reckon that is what they get, no?>>
Comments
I used to think that folks like this congregated in certain activities, hobbies, industries, church etc. What I have found over the years, is that it's a people problem. Some folks are simply not satisfied, until they can stir some $hit. Sadly, stirring $hit seems to be what they are best known for, and their proudest accomplishment.
I remember when I was a youngster, hearing an old man make the statement, "People are trouble." I remember thinking to myself, what a horrible jaded outlook on life. At the same time, somewhere in the back of my mind, I had a feeling that he was telling the truth, and passing on some valuable information.
@motie2 Reminds me of my experience at The Tinder Box when asking the tobacconist behind the counter about aromatics and he smugly replied, "You want something sweet eat a donut ... you want to smoke a pipe choose tobacco." Now keep in mind The Tinder Box had several aromatic house blends he could have recommended, instead he decided to be an arrogant jackass and belittle me in front of a few of his regular customers who seemed to be in on the joke. I made it a point of not entering the store when I saw him behind the counter - then one day I went to the Mall and the place was gone and transformed into a Thomas Kincaid shop. If it was Karma that resulted in the eventual store closing it's a shame because other counter people were very pleasant and helpful and didn't deserve to lose their jobs. What all brick and mortar shops need to realize - regardless of what they sell - is the only things they have going for them are customer service and convenience ... because it sure isn't price. Especially tobacco shops. You can pay anywhere from two to three times the price at a B&M as an online store. Playing the role of arrogant Pipe Snob may have been his way of embarrassing you into buying one of his more expensive pipes ... but all his actions accomplished was keep him from selling over-priced tobacco to a paying customer.
As for that clerk, he was clearly ignorant and although the shop you mentioned closed, it was likely for the better if they had that type of representation and service. Just curious, since he was so opinionated and prejudice, was he a pipe smoker and if so, what pipe brand was he smoking? Sounds like he was pushing Peterson but wonder if he smoked one himself?
EA Carey pipes instead of the Dr. Grabow? As far as P&C well... I am still waiting on the rest of my order and I have
not placed any new orders with them nor do I plan to. I know they have had some nice
sales but not for me I am still bitter for now; I will stick with my local B&M. Sorry to hear about your experience.