I have to vent if for no other reason just to vent:
Every single experience (besides the following) I have had with pipesandcigars.com has been exactly what a customer would expect (the customer places and pays for an order and the dealer supplies and ships the products as agreed etc.) As a nice bonus, they throw in a clever calendar and some matches from time to time and everyone is happy. It's pretty basic and rather simple. The site in my opinion stands out for the products they offer me and the availability of the products they sell at reasonable competitive prices. This is why I am a repeat customer.
I recently tried to restock my supply of several tobaccos; amongst them Black House and Pipesandcigars.com made an honest mistake and sent me the wrong tobacco. I notified them right away (via email they responded the next day accordingly) and unfortunately my tobacco has still not arrived. It is important to note though, it has in all fairness only been several days. The matter of time is not of importance the exchange below with the customer service representative is my primary focus and issue.
When I emailed them I was fair and told them the point of the order was to stock up on Black House and I hope this simple mistake could be rectified as soon as possible.
I found their reply to add "insult to injury" she wants me to send the incorrect tobacco back to them; Oh but wait, there is more... I responded if the correct tobacco did not arrive this afternoon (Thursday) the return would be delayed several weeks by my trip (and I would be disappointed even further with out the correct tobacco I ordered initially) but I would do so. The customer service representative's response was "As long as we get it back everything will be fine." Along with wishing me a nice trip or something of the sort. Really? Really? Fine for who?
Am I over reacting, with her response? "As long as we get it back everything will be fine." I hold customer service to be pretty high up when it comes to dealing with a company where there are other competitors that can offer the same product for a similar price with little hassle etc.
Sending me "Fusilier's Ration" instead of "Black House" is a mistake (the order had 4 or 5 tobaccos in it all of which an employee initialed on the receipt etc.), though if part of your job description is to send out orders and you "check mark and initial" the orders I would hope you don't normally make this sort of mistake. And if you do; don't ask the customer to send back the wrong tobacco you sent them accompanied with "as long as you send it back everything will be fine."
Maybe I am old fashioned? :puffpipe:
Every single experience (besides the following) I have had with pipesandcigars.com has been exactly what a customer would expect (the customer places and pays for an order and the dealer supplies and ships the products as agreed etc.) As a nice bonus, they throw in a clever calendar and some matches from time to time and everyone is happy. It's pretty basic and rather simple. The site in my opinion stands out for the products they offer me and the availability of the products they sell at reasonable competitive prices. This is why I am a repeat customer.
I recently tried to restock my supply of several tobaccos; amongst them Black House and Pipesandcigars.com made an honest mistake and sent me the wrong tobacco. I notified them right away (via email they responded the next day accordingly) and unfortunately my tobacco has still not arrived. It is important to note though, it has in all fairness only been several days. The matter of time is not of importance the exchange below with the customer service representative is my primary focus and issue.
When I emailed them I was fair and told them the point of the order was to stock up on Black House and I hope this simple mistake could be rectified as soon as possible.
I found their reply to add "insult to injury" she wants me to send the incorrect tobacco back to them; Oh but wait, there is more... I responded if the correct tobacco did not arrive this afternoon (Thursday) the return would be delayed several weeks by my trip (and I would be disappointed even further with out the correct tobacco I ordered initially) but I would do so. The customer service representative's response was "As long as we get it back everything will be fine." Along with wishing me a nice trip or something of the sort. Really? Really? Fine for who?
Am I over reacting, with her response? "As long as we get it back everything will be fine." I hold customer service to be pretty high up when it comes to dealing with a company where there are other competitors that can offer the same product for a similar price with little hassle etc.
Sending me "Fusilier's Ration" instead of "Black House" is a mistake (the order had 4 or 5 tobaccos in it all of which an employee initialed on the receipt etc.), though if part of your job description is to send out orders and you "check mark and initial" the orders I would hope you don't normally make this sort of mistake. And if you do; don't ask the customer to send back the wrong tobacco you sent them accompanied with "as long as you send it back everything will be fine."
Maybe I am old fashioned? :puffpipe: