I received a P&C gift card from my daughter in law. Single mom 2 kids. I tried to use the card but their was nothing own it. Called P&C they could not help me said it was illegal to talk to me about it they had to talk to her. I said that I did not want to involve her because if P&C sent me a empty card , she now feels like she has come up with the money if they did not apply her money to the card They said sorry . I said Ok
@DavidR002, I do believe I would mention it to her. A couple of reasons being that she pretty certainly didn’t intend to go to the trouble of sending you an empty gift card and, if there is an error on P&C’s part which has already cost her the funds, she’d want to get that straightened out with them.
I’m thinking the latter as I’m puzzled as to how she’d obtain an empty gift card in the first place....pretty hard to do without adding a value to them.
Just received my first order for a couple of tins from tobacco pipes.com. Ordered Thursday and received on Monday with the weekend in between {it helps that I’m pretty close). I’d recommend them for the service, free shipping, and the nice little goodie bag they included as a first-time buyer.
I believe their largest problem is their customer service people. I have only dealt with the twice on the phone, and both times they were quick with me and very rude.
By comparison, I have talked to SmokingPipes Customer Service people who could not have been any friendlier, respectful, and polite. Maybe it is the difference in Geographical locations, or education, or company SOP?
I wil think long and hard before dealing with P&C again......
Follow up own the gift card. After several phones calls to Pipes & cigars said they did not know why there was nothing own my gift card. I told them how much was own the card $25 they did the right thing and gave me a credit.
I would be remiss and irresponsible if I did NOT post this information:
This morning while sitting in my office, working as usual, I received a request for a "review" of my last order from Pipes and Cigars, which was the small size softy bits as I had previously posted here.
I explained in the return comments what had happened and how I was treated by Customer Service. Within probably 20 or so minutes, I get an email message from Russ Oulette (sorry if mispelled) apologizing for the issue, telling me the photo advertisement was misleading but not by intent. He further told me they were sending out to me the other 8 bits that I thought I was getting. Further he told me he has scheduled a training exercise later this week with the Customer Service people.
I cannot say how impressed I am with the outcome of what was a very minor financial issue, but was a major public relations issue with me.
My hat goes off to Russ Qulette (again, sorry if I mispelled his name) and the handling of a very upsetting issue to me. He agreed that the photo WAS misleading, but was the photo used when they used to sell the small bits in two to a pack. For whatever reason they did not change the phoo. I accept his apology, information, I admire his involvement, and I am back in respect to Pipes and Cigars as a vendor.
Again after posting my criticism on this matter previously, I must make amends at this time and let everyone know what happened........we will see if the Customer Service folks take to h
@pwkarch Sounds like Russ did a fine job taking care of you. A business survives on their customer service, and thankfully Russ did the right thing and made things right. Thank you for posting your update and letting us know.
Looking back, I've had P&C screw up an order - sometimes in small ways, sometimes in big ways - about a third of the time. They've always fixed it for me, but it's a pain in the neck. As near as I can tell there are some in their shipping dept. who just throw whatever seems closest to the order in the box. Gotta be costing them, I'm surprised it isn't getting fixed.
I personally have only had couple of easily resolvable instances with P&C. That said however, it is the squicky wheel that gets the oil; meaning that if a viable complaint is not resolved, you move up the food chain. So I did a little research and was surprised to find out what that Cigars international owns P&C and a publicly traded company in Sweden called Swedish Match AB owns Cigars International. So if you want to lodge a complaint, I say make it count and send an letter to the president Lars Dahlgren at their corporate office Sweden or their corporate office in Virginia (Two James Center, 1021 East Cary St. Suite 1600, Richmond, VA 23219 Or you can e-mail at contactus@swedishmatch.com or info@smna.com, the latter address is for the US office. I would include some language talking about how poor the customer service has become. Of course this is just what I would do; when I`m pissed it`s no holds barred
Same here Mapletop. When I get a burr under my butt it becomes "war". This issue was over less than $5.00 but to me the principle was over a $1m. particularly with the way my call was handled by customer support. But, again they stepped up and resolved the issue when the issue went higher on the food chain. I will however say that as of my last visit to their site the same photo appears implying you get two of the bits for the price advertised. I hve been keeping my eye out as I was told they were going to replace that photo so as not to be "misleading"..
Comments
I’m thinking the latter as I’m puzzled as to how she’d obtain an empty gift card in the first place....pretty hard to do without adding a value to them.
By comparison, I have talked to SmokingPipes Customer Service people who could not have been any friendlier, respectful, and polite. Maybe it is the difference in Geographical locations, or education, or company SOP?
I wil think long and hard before dealing with P&C again......
I would be remiss and irresponsible if I did NOT post this information:
This morning while sitting in my office, working as usual, I received a request for a "review" of my last order from Pipes and Cigars, which was the small size softy bits as I had previously posted here.
I explained in the return comments what had happened and how I was treated by Customer Service. Within probably 20 or so minutes, I get an email message from Russ Oulette (sorry if mispelled) apologizing for the issue, telling me the photo advertisement was misleading but not by intent. He further told me they were sending out to me the other 8 bits that I thought I was getting. Further he told me he has scheduled a training exercise later this week with the Customer Service people.
I cannot say how impressed I am with the outcome of what was a very minor financial issue, but was a major public relations issue with me.
My hat goes off to Russ Qulette (again, sorry if I mispelled his name) and the handling of a very upsetting issue to me. He agreed that the photo WAS misleading, but was the photo used when they used to sell the small bits in two to a pack. For whatever reason they did not change the phoo. I accept his apology, information, I admire his involvement, and I am back in respect to Pipes and Cigars as a vendor.
Again after posting my criticism on this matter previously, I must make amends at this time and let everyone know what happened........we will see if the Customer Service folks take to h
That said however, it is the squicky wheel that gets the oil; meaning that if a viable complaint is not resolved, you move up the food chain.
So I did a little research and was surprised to find out what that Cigars international owns P&C and a publicly traded company in Sweden called Swedish Match AB owns Cigars International.
So if you want to lodge a complaint, I say make it count and send an letter to the president Lars Dahlgren at their corporate office Sweden or their corporate office in Virginia (Two James Center, 1021 East Cary St. Suite 1600, Richmond, VA 23219
Or you can e-mail at contactus@swedishmatch.com or info@smna.com, the latter address is for the US office.
I would include some language talking about how poor the customer service has become.
Of course this is just what I would do; when I`m pissed it`s no holds barred