PipesandCigars

Good Afternoon [redacted] ***,I'm writing today in response to a complaint made on 7/17/14, assigned ID [redacted] Thamk you for giving us the opportunity to explain the situation and its outcomeYour letter stated that [redacted] wrote to you explaining that after several weeks, Pipes/AndCigars.com still had not acted on a product return he sent to usPlease allow me to explain what happened and assure you the customer has gotten his refund.On June 19, 2014, [redacted] purchased one of our email deals — pipes for $The order shipped out the next day and arrived at his shaddress on 6/26/14, When he received the pipes he felt they didn't meet his needs because they were too smallHe tried using on of them and confirmed for himself they were Indeed too small for his likingle give us a call to set up a return for a refundOur return policy states that we cannot accept reoorsmoked pipes unless there is a manufacturer defectBeing too small is not considered a defect so [redacted] was responsible for the return shipping, which he didThe return was authorized on 6/30/At that time, [redacted] was told that It can take up to business days after the product is received by our warehouse before a refund would.be issued,Taking into consideration the July 4th hollday and the amount of time in transit, we would have received the pipes around July 4thWith that being a holiday, followed by the weekend, we wouldn't receive them until Monday, July 7, 2014, Our intention was to issue the refund to [redacted] 's [redacted] account as soon as the pipes were inspected, as Is our policy,On July 10, [redacted] opened a chargeback with [redacted] , claiming that we were not issuing his refund, and claiming 'stall tactics' because the people in the Contact Center did not know the status of his returnWhen a chargeback ls opened with [redacted] , they will not accept a partial refund unless it is agreed upon by the buyerThis caused a further delay in issuing his refund, since it was to be only part of his full payment.Eventually, we were able to contact [redacted] through [redacted] and offer the partial refund, which he accepted – about one day after he opened this co???nt with youThe end result is that [redacted] has received a refund for the full amount to which he is entitledThat refund was issued on 7/18/14.If there is anything further you need from PipesAndcigars.com, please let me knowSincerely,Trish D [redacted] , Customer Service Manager, Pipesand Cigars.com

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Very Unprofessional and lack of customer attention Regards, [redacted]

Beware. My first order with this company was for pipes and tobacco, items that were in stock. The order is now eight days late, customer service has not responded to a “through the website” customer service request for details, that request was sent eight days ago. Either their customer service department is swamped or they don’t care about their customers, choosing to ignore them instead. Customer service is a very important part of operating a business, often times being the difference between a repeat customer and a one time customer. PipesandCigars doesn’t care enough to even respond when things don’t go as planned. Toss the coin and hope your order goes as planned or order from a reputable business.

Thank you for the opportunity to address this customer's complaintOur intention was never to defraud this gentlemanWhen he contacted us, we set up the replacement to be shipped outHowever, the product was no longer availableThese pipes were a limited production so the possibility of
receiving more was very smallWe left a voicemail for him to contact us about a replacementAt that time, he spoke with a different representative who didn't realize that he had not been refunded for the first pipe (we anticipated he'd select something else and we didn't want to have any crossing of funds between his refund and a charge for a new pipe)When he stated he wanted to wait for the pipe to come back in stock, that representative didn't realize a refund was needed for the damaged pipe.When the customer emailed us, his emails went into a common mailbox we refer to as our Customer Service InterfaceWhen we respond to the customer, an email is sent which states they should log into their account to view the responseThese are the two email responses he believes were “no responses' to his concernsHad the customer gone to the responses to his email, he would have found we were asking him again if he'd found a different pipe as a replacementOn April 1, 2016, the customer contacted our department supervisor who issued a refund to his account for the price of the pipe - $He did not get a shipping refund as there were other products on the original order which would have required shipping anywayI trust this issue has been resolved to everyone's satisfaction at this timeShould you require any clarification or have questions or concerns, please don't hesitate to contact meRegards,
Trish D*** Manager, Pipesand Cigars.comwww.pipesandcigars.com

Good Afternoon [redacted],I'm writing today in response to a complaint made on 7/17/14, assigned ID [redacted]. Thamk you for giving us the opportunity to explain the situation and its outcome. Your letter stated that [redacted] wrote to you explaining that after several weeks,...

Pipes/AndCigars.com still had not acted on a product return he sent to us. Please allow me to explain what happened and assure you the customer has gotten his refund.On June 19, 2014, [redacted] purchased one of our email deals — 3 pipes for $39.95. The order shipped out the next day and arrived at his ship-to address on 6/26/14, When he received the pipes he felt they didn't meet his needs because they were too small. He tried using on of them and confirmed for himself they were Indeed too small for his likingle give us a call to set up a return for a refund. Our return policy states that we cannot accept reoorsmoked pipes unless there is a manufacturer defect. Being too small is not considered a defect so [redacted] was responsible for the return shipping, which he did. The return was authorized on 6/30/14. At that time, [redacted] was told that It can take up to 10 business days after the product is received by our warehouse before a refund would.be issued,Taking into consideration the July 4th hollday and the amount of time in transit, we would have received the pipes around July 4th. With that being a holiday, followed by the weekend, we wouldn't receive them until Monday, July 7, 2014, Our intention was to issue the refund to [redacted]'s [redacted] account as soon as the pipes were inspected, as Is our policy,On July 10, [redacted] opened a chargeback with [redacted], claiming that we were not issuing his refund, and claiming 'stall tactics' because the people in the Contact Center did not know the status of his return. When a chargeback ls opened with [redacted], they will not accept a partial refund unless it is agreed upon by the buyer. This caused a further delay in issuing his refund, since it was to be only part of his full payment.Eventually, we were able to contact [redacted] through [redacted] and offer the partial refund, which he accepted – about one day after he opened this co???nt with you. The end result is that [redacted] has received a refund for the full amount to which he is entitled. That refund was issued on 7/18/14.If there is anything further you need from PipesAndcigars.com, please let me know. Sincerely,Trish D[redacted], Customer Service Manager, Pipesand Cigars.com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  Very Unprofessional and lack of customer attention.  
Regards,
[redacted]

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

I recently ordered 17 individual cigars from Pipes and Cigars. After a week and a half, I received only 1 cigar, with no packing list. I have yet to receive the completion of my order, or a refund. This company is entirely unresponsive and unprofessional. Let the buyer beware!

Review: I ordered 2 Liga Privada L40 cigars. Since the shipping was quite expensive for just 2 cigars, I ordered 2 Brickhouse cigars also. Pipes and Cigars knows that L40's are in high demand and make it appear available so that people order, when in fact it's not available. You send me the two Brickhouse cigars which I never would have ordered if you didn't have the L40s in stock. On the invoice it says you crediting me for not sending the (2) L40 cigars in the amount of 25.90 but it's not showing on [redacted]. But like I said I wouldn't have ordered anything from pipes and cigars if I knew the L40 cigars weren't available.Desired Settlement: Refund my money.

Review: This business has yet to act for several weeks on a return. They have been deferring or using other stall tactics. Buyer Beware is doing business with this company!Desired Settlement: Proper RMA as requested

Business

Response:

Good Afternoon [redacted],I'm writing today in response to a complaint made on 7/17/14, assigned ID [redacted]. Thamk you for giving us the opportunity to explain the situation and its outcome. Your letter stated that [redacted] wrote to you explaining that after several weeks, Pipes/AndCigars.com still had not acted on a product return he sent to us. Please allow me to explain what happened and assure you the customer has gotten his refund.On June 19, 2014, [redacted] purchased one of our email deals — 3 pipes for $39.95. The order shipped out the next day and arrived at his ship-to address on 6/26/14, When he received the pipes he felt they didn't meet his needs because they were too small. He tried using on of them and confirmed for himself they were Indeed too small for his likingle give us a call to set up a return for a refund. Our return policy states that we cannot accept reoorsmoked pipes unless there is a manufacturer defect. Being too small is not considered a defect so [redacted] was responsible for the return shipping, which he did. The return was authorized on 6/30/14. At that time, [redacted] was told that It can take up to 10 business days after the product is received by our warehouse before a refund would.be issued,Taking into consideration the July 4th hollday and the amount of time in transit, we would have received the pipes around July 4th. With that being a holiday, followed by the weekend, we wouldn't receive them until Monday, July 7, 2014, Our intention was to issue the refund to [redacted]'s [redacted] account as soon as the pipes were inspected, as Is our policy,On July 10, [redacted] opened a chargeback with [redacted], claiming that we were not issuing his refund, and claiming 'stall tactics' because the people in the Contact Center did not know the status of his return. When a chargeback ls opened with [redacted], they will not accept a partial refund unless it is agreed upon by the buyer. This caused a further delay in issuing his refund, since it was to be only part of his full payment.Eventually, we were able to contact [redacted] through [redacted] and offer the partial refund, which he accepted – about one day after he opened this co???nt with you. The end result is that [redacted] has received a refund for the full amount to which he is entitled. That refund was issued on 7/18/14.If there is anything further you need from PipesAndcigars.com, please let me know. Sincerely,Trish D[redacted], Customer Service Manager, Pipesand Cigars.com

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: Very Unprofessional and lack of customer attention.

Regards,