Yes, I order 2x since the formal take over and absolutely no issues and excellent customer service
PipesAndCigars.Com: Are They Trustworthy?
- Thread starter The Novice Piper
- Start date
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P&C never sent me a Christmas card so SP has that on them. If it weren't for the H&H series I'd probably take my custom elsewhere so once that well dries up we'll see.
I'm guess that I am learning this the HARD WAY. Today I heard back from PayPal.
I am at a loss. I have never had a negative response to a vendor dispute before.
After sending PayPal the screenshot of the order page which clearly shows that only part of the order was shipped, PayPal gives the following response:
(Some info blocked out for privacy reasons.)
An update on case PP-R-SSD-#########
We have received a response from the merchant and we've also reviewed all the details of your case. Based on the merchant’s response and the information we have to date, we have denied your case. This decision was made because our records show that this transaction was processed correctly.
Case details
Dispute Case ID
##################
Transaction amount
$108.01 USD
Dispute amount
$103.64 USD
Transaction ID
#################
Transaction date
January 17, 2025
If you have any additional information please send it to us.
As a valued customer, we want to give you an opportunity to provide us with additional information that could change the outcome of this case. If you have information that may help us decide this case in your favor, please send it to us. To provide us with additional information, go to the Resolution Center. Click the Case ID under Resolution Center cases. Click Appeal case under Case actions you can take.
Please send us this information within 10 days from the date of this email. If we don’t hear from you, we will consider this case closed based on the decision described above. Additionally, please note that if you have received a provisional credit for this transaction and we do not receive any further details, we may debit this provisional credit from your PayPal account.
If you'd like a copy of the documentation we used in the investigation of your case, send a letter including the Case ID to the following address:
PayPal, Inc.
Attn: Billing Error Dispute Documentation Request
P.O. Box 45950
Omaha, NE 68145-0950
United States
THIS IS THE SCREENSHOT THAT WAS SENT TO PP:
My biggest problem with them is that they share a common shipping department with: cigarbid, cup of joes and tobaccopipes. The rest keep their stuff straight, but P&C struggles to keep track of what has shipped. They send me tracking numbers from the other guys. Mostly Cigarbid. It gets hard to keep straight sometimes. Be sure not to delete your emails until everything has arrived.
I've had a number of bad experiences with P&C over the years, from wrong tins being shipped to poor packaging and of course the ever present poor customer service. I have been a pretty loyal SmokingPipes customer for a number of years with only the occasional P&C purchase when the product was out of stock elsewhere or it was cheaper at P&C. Their shipping used to be atrocious, I could expect at least 1 or 2 tins to be dented every time I ordered from them because they just throw them in the box with zero packing material most of the time. That has improved but the other problems persist.
Over half of my last handful of orders from them have had problems, items listed in stock when I purchased suddenly being back ordered on my order but still showing in stock on their website. I've tried calling a number of times when those issues arose but I think I'll just save myself the hassle by not ordering from P&C anymore. I'd rather support SmokingPipes with their always stellar customer service or alternatively the few remaining smaller tobacco retailers left out there. There's my 2 cents.
Over half of my last handful of orders from them have had problems, items listed in stock when I purchased suddenly being back ordered on my order but still showing in stock on their website. I've tried calling a number of times when those issues arose but I think I'll just save myself the hassle by not ordering from P&C anymore. I'd rather support SmokingPipes with their always stellar customer service or alternatively the few remaining smaller tobacco retailers left out there. There's my 2 cents.
Sounds awfully similar to my dispute. After literally 3+ months of fruitless back-and-forth, I finally put together an envelope with a physical letter and every piece of irrefutable evidence that P&C was wrong, and sent it to PayPal. The evidence was so overwhelmingly in my favor that they could no longer deny P&C was full of sh*t, and they finally granted me my refund. But man, I never want to deal with that level of nonsense again, so I'm all about Watch City and Smoking Pipes from here on out.
I don't think P&C is purposeful in doing this...pretty sure this is not the reputation that they strive for. I'm convinced that it's just incompetence and/or ignorance. Maybe this thread will turn the light bulb on for them that they have a SERIOUS processing issue with PayPal (and shipping protocol.)
The CS department is not equipped to handle these things. The CS Rep seemed to have difficulty interpreting what she was looking at on the computer. First she said that the item is not on backorder because it was shipped. Then she corrected herself and said that the item is no longer available. Adding, that the total amount charged is only a hold and that it could take up to 45 days for the hold to come off. After 45 days, called again to be told that this does not include Saturday & Sundays.
They 'AUTOMATE' every aspect of the "system" to minimize costs. Apparently, there is a flaw in the 'system' that does not properly handle these situations. However, it's to their own detriment as I don't think I could bring myself to place another order with them.
My plan going forward:
1 - Contact CS one more time. Try to elevate to a supervisor if necessary.
2 - See if I can't contact Corporate directly/locally.
3 - Send a package to PayPal as Spudds suggested.
Thanks for listening to my griping.
The CS department is not equipped to handle these things. The CS Rep seemed to have difficulty interpreting what she was looking at on the computer. First she said that the item is not on backorder because it was shipped. Then she corrected herself and said that the item is no longer available. Adding, that the total amount charged is only a hold and that it could take up to 45 days for the hold to come off. After 45 days, called again to be told that this does not include Saturday & Sundays.
They 'AUTOMATE' every aspect of the "system" to minimize costs. Apparently, there is a flaw in the 'system' that does not properly handle these situations. However, it's to their own detriment as I don't think I could bring myself to place another order with them.
My plan going forward:
1 - Contact CS one more time. Try to elevate to a supervisor if necessary.
2 - See if I can't contact Corporate directly/locally.
3 - Send a package to PayPal as Spudds suggested.
Thanks for listening to my griping.
Well I apologize, but I can't defend this company any longer. I also, had many smooth and uneventful transactions with P&C. But now they have over $100 of my money that they won't give back.
Apparently reputation is not something that IS important to them (STG). After more research, I found a TON of bad reports with only a brief internet search. Just type the address of their warehouse in the search bar. It will produce a few YELP listings (among others) for their MANY BRANDS. (P&C, Cigars International, CigarBids, Thompson Cigars, etc.) - They all come up with similar reports.
Sounds like it is mostly for when an item goes on backorder, but PayPal has been no help for me. IF YOU DO, and I can't recommend it, only use a Credit Card so you have some (easier) recourse if things go south.
I haven't totally given up yet, it's about a 7 hour drive for me to go and file a local small claim in the
Magisterial District Court in Northampton County Pennsylvania. But that would cost more than the $100 that I am out.
Dispute it with the CC company now. It’s fixable. Go over PP
Good luck with that.I don't think P&C is purposeful in doing this...pretty sure this is not the reputation that they strive for. I'm convinced that it's just incompetence and/or ignorance. Maybe this thread will turn the light bulb on for them that they have a SERIOUS processing issue with PayPal (and shipping protocol.)
The CS department is not equipped to handle these things. The CS Rep seemed to have difficulty interpreting what she was looking at on the computer. First she said that the item is not on backorder because it was shipped. Then she corrected herself and said that the item is no longer available. Adding, that the total amount charged is only a hold and that it could take up to 45 days for the hold to come off. After 45 days, called again to be told that this does not include Saturday & Sundays.
They 'AUTOMATE' every aspect of the "system" to minimize costs. Apparently, there is a flaw in the 'system' that does not properly handle these situations. However, it's to their own detriment as I don't think I could bring myself to place another order with them.
My plan going forward:
1 - Contact CS one more time. Try to elevate to a supervisor if necessary.
2 - See if I can't contact Corporate directly/locally.
3 - Send a package to PayPal as Spudds suggested.
Thanks for listening to my griping.
Let me know if you decide to file. I’d be happy to meet you at The Wooden Match (the nearby cigar bar) and buy you a beer or three.Well I apologize, but I can't defend this company any longer. I also, had many smooth and uneventful transactions with P&C. But now they have over $100 of my money that they won't give back.
Apparently reputation is not something that IS important to them (STG). After more research, I found a TON of bad reports with only a brief internet search. Just type the address of their warehouse in the search bar. It will produce a few YELP listings (among others) for their MANY BRANDS. (P&C, Cigars International, CigarBids, Thompson Cigars, etc.) - They all come up with similar reports.
Sounds like it is mostly for when an item goes on backorder, but PayPal has been no help for me. IF YOU DO, and I can't recommend it, only use a Credit Card so you have some (easier) recourse if things go south.
I haven't totally given up yet, it's about a 7 hour drive for me to go and file a local small claim in the
Magisterial District Court in Northampton County Pennsylvania. But that would cost more than the $100 that I am out.
I was unable to resolve my dispute with P&C until they sent my account to collections. It took the collections agency about 3-1/2 seconds to realize that P&C was full of shit.
Update - I was able to get my refund credits from my TP and COJ orders during the transition period to P&C after some emails to Sutliff leadership.
Verdict - P&C CS was just a time-wasting process that goes in circles with no resolution or answers. I will definitely not be taking my business to P&C.
Ernie at WCC will now get all my business (but honestly well-stocked already so may be a while before my next order).
Verdict - P&C CS was just a time-wasting process that goes in circles with no resolution or answers. I will definitely not be taking my business to P&C.
Ernie at WCC will now get all my business (but honestly well-stocked already so may be a while before my next order).
Thanks. The payment actually came out of my bank account through PayPal. I may try that with the bank next.
I did actually hear from someone @ P&C after my last post. The CS "supervisor" that I requested did call me back. The language barrier was a bit of an issue, as well as the coughing and barking dog in the background (I AM NOT exaggerating here. ) After she suggested I 'pulled the authorization?' for the payment, I corrected her with a "No". She stated that she would look into it further, so we'll see.
Not to give the wrong idea, it was a civil and polite conversation. At least they called me back.
I do believe they picked up a rep from Cup o Joes and Tobacco Pipes..... so maybe some cross training going on there in the service rep dept.
[Morgan Freeman voice] "She did not look into it further."
If I were ever to give STG, money again, I would only do it over the phone and through Aimee in the P&C cs department.
Aimee is the best but doubtful she can turn P&C CS 180degrees around to where it needs to be.
You could also file a consumer complaint with PA Attorney General (Consumer Complaint - https://www.attorneygeneral.gov/submit-a-complaint/consumer-complaint/).
All Attorneys General offices offer voluntary mediation for consumer complaints regarding goods and services. Since the AG complaints ofter go to someone at corporate, you may have better luck.
All Attorneys General offices offer voluntary mediation for consumer complaints regarding goods and services. Since the AG complaints ofter go to someone at corporate, you may have better luck.