P&C Customer Service Kudos

[woodsroad]

Like a lot of you, I took advantage of the $35/lb Dunhill bulk special that P&C is running (ends today, Thursday). I bought a couple of blends, but one of them came in looking rather beat up, as if it was from the bottom of the bag. Lots of very small pieces. I promptly called P&C, got a very nice young woman on the phone who was well informed and courteous. Very quickly, she issued me a UPS Call Tag for the return, then shipped out a replacement pound. I put my bag of 'baccy in the UPS box yesterday, and today I received the replacement pound, which looks and smells like it was made yesterday.
Everyone makes mistakes (albeit, this is the first problem that I've had with P&C). The measure of a company is what they do to fix the problem.
Thumbs up.

 

[yazamitaz]

Good to hear Dan.
I fortunately have not had ANY problems with P&C. Not sure if it has anything to do with the fact that I am an hour away and am an Eagle/Flyers/Phillies fan and they take extra special care of my stuff :lol:
I am glad that it all worked out in the end. Now about all those pounds of tobacco you ordered .......

 

[woodsroad]

Are you coming up for the LVPC on Monday? I'll bring some. So that you can look at it. Maybe even smell it.

 

[yazamitaz]

I would love to but since I THRIVE on stress I decided to throw in a trip to Disney in 5 days prior to my move :crazy:

 

[woodsroad]

You ARE a loony.

 

[shanelktown]

I will add to this customer service is solid in my experience with p&c, I had some previous ordered tobacco that was back ordered and asked if I could apply the save 15 to these items since they never shipped yet nor have I been charged for them. They said that will be no problem and I then said to throw in another tin of Seattle pipe clubs deception pass! Great service!

 

[freakiefrog]

As a small business owner I can tell you that the mark of a good company is not how they respond when things are going great but when a customer has a problem. It is easy to keep a happy customer happy. What is difficult is to make an unhappy customer happy. I had an issue with something I bought a few months ago, called the company to see what could be done their response, "We'll have a new one overnighted to you, don't bother returning the one you're unhappy with just keep it or do with it as you want". Now to me a company that will respond like this get's my money. I'm not always if ever looking to get a two for one. But a no questions asked exchange to make sure I'm happy is a huge thing in my book.

 

[derfargin]

I had a similar experience with P&C. I've seen a few posts on the forums downplaying P&C for customer services issues, but I've only had great exchanges with them. I bought some stuff from them in the past on numerous occasions, and a tin or two came dented. Dented tins don't bother me as long as the seal is in tact. Both times the seal was broken. So I contacted customer service and told them about the issue. The first time they sent me a new tin, and told me to keep the damaged one. The second time, they processed return for the unsealed tin. Both occasions I was happy. I wasn't looking to get something for nothing, nor was I trying to play the odds hoping they would give me a free tin of tobacco on the second occasion. I just wanted what I paid for. P&C took care of the issue promptly and without hassle.

 

[buroak]

I, too, have had only good experiences with P&C customer service. When I have had a problem they have promptly set things aright.

 

[plateauguy]

I've had great service with my limited business with. I just wish they shipped tobacco to WA.

 

[buzkirk]

Wish I had such luck !Ordered 16 oz. of Russ' Nut Cluster. Got a confirmation e-mail from them, and received only 9 oz. Called Customer Service, sorry not their fault was the response. I then e-mailed Russ and he tried to take care of it, Russ said he would ship out the other 7oz. at no charge, I got it in today, same time my credit card bill showed up. Well it wasn't free I was billed more for the 2 shipments than the 1 order of a pound.

This was my very 1st order from them since I had major problems with them in 2009.

And the tobacco was not even for me, I was tring to do a favor for an older neighbor.
Just goes to show ya, No good deed goes unpunished !
Be Very careful ordering from Pipes and Cigars, and monitor you Credit card statements.
Sorry to be a wet blanket, but this is wrong.
Tom Allen II

 

[twoonefive]

I had ordered 5lbs of LBF and was shorted 6 ounces. I emailed them and they had it to me two days later.
Not to be a contrarian, just to voice my high opinion of their service. I also have had all positive experiences with SP.com.

 

[blendtobac]

Our customer service checked into Tom's problem yesterday, and we had refunded the charge to his credit card last week. I can only assume that there was some lag time in his bank notifying him of the credit.
Russ

 

[conlejm]

I also have only positive things to say about Pipes & Cigars' customer service, their fantastic website, and their low prices on many items.

 

[shanelktown]

Yea I can't complain about these guys ever had a dent in one of my tins somehow it was the only one. I messaged and they got back to me and said they will send me a new tin and no need to return the other one unless something is wrong with the new tin sent out.

 

[freakiefrog]

Yea I can't complain about these guys ever had a dent in one of my tins somehow it was the only one. I messaged and they got back to me and said they will send me a new tin and no need to return the other one unless something is wrong with the new tin sent out.

Again there is a short term loss long term gain. Sure you could be lying your hind end off. However if you're not then is it worth them sending another $9.00 tin of tobacco to you or risk losing you as a customer for ever and ever and ever and ever.
I've got a huge order including 8oz of PS twist coming along with like 15 tins and the SPD box. My hope is that the PS twist isn't all broken up in the bag because of being pinballed by the other stuff in the box. We'll see but again with the service I've gotten in the past I know if I'm not happy they'll take care of me. Its why I shop with them.

 

[shanelktown]

http://pipesmagazine.com/wp-content/blogs.dir/1/files/album/12807/image-600x450.jpg

 

[shanelktown]

I would imagine like most companies they do keep track of returns whether they are fraudulent or not, but yea it is a short term loss at 8 bucks as opposed to losing thousands of dollars in future sells. All I know is pipes and cigars has gained me as the first choice when purchasing.

 

[12pups]

I had been trying to spread my business around, but at some point in the past, I was like, "Why?" I pretty much don't go anywhere but PC anymore. I'm sure the other folks have other favorites and good testimonials, too, but I'm a PC man. They earned me; they get to keep me. (For what my little tobacco budget provides them, anyhow... and my continual recommendations of others to their website). Great folks there!

 

[freakiefrog]

Ok so my IPSD order cam in. I love that the tinned tobacco was all wrapped and bubble wrap and really nice. All my cigars are resting comfortably in my humidor and I'm looking forward to trying the IPSD blend. My one and only rub (pun intended). I ordered half a pound of PS Luxury Twist, when I walked in with the box my wife noticed I was leaving a nice little bread crumb trail of PS Twist all through the garage and in to the living room. Seems the ziplock bag containing said tobacco was in with the other stuff just by itself and through the course of shipping, with all the banging around it came open and the box having a thumb sized hole in the bottom corner was leaking tobacco.
I did manage to collect maybe 80% of it out of the box, but maybe half of it "ready rubbed" and with about 1oz lost I was glad it wasn't more.
Now I don't plan to contact them about this as I can't say its a common shipping practice and side effect. But as I stated in my above post it was a worry of mine seeing how big the boxes were that everything was shipped in..
Just more of an fyi and I GOT ALL MY GOODIES.