PipesandCigars.com issues?
- Thread starter CraigRobert
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Well, I was finally able to speak with a customer service rep today after being on hold for only about 20 minutes. I'd ordered 8/27 and my order status was still noted as "processing" as of today. The rep said what I'd ordered was and is in stock-so that wasn't the hold-up. She basically said they'd simply screwed up and she would send an e-mail to "management" to get the order out. Sadly, I'll believe it when I see it as to being shipped.
Well, they did finally get their act together and it was shipped today, a mere 20 days after I placed the order.
They've done alright by me. I do order more from Smokingpipes, but still occasionally from P&C when they have something in stock.
I can only speak to my experiences, which I will in a moment, but man. Listening to some of the gripes here reminds me of how fortunate I am to no longer work retail. I work in a literal prison, and I feel more respected and cared for there than I did in any service industry job, and this thread reminds me why. Some of these complaints issued here are 100% legitimate, and, ultimately, where a person does business is solely their concern. But tapdancing Christ, there are people here who have had their (usually very minor) issues solved, and STILL it ain't good enough. There are over 350 million people in this country alone; why are people surprised or upset that they may have to wait a little bit while people before them are served? If you are treated rudely and/or your issue is not solved, then yes, that is uncool. Or, if the hiccups happen over and over again? Alright, understandable. Do business elsewhere. But man, if you have an issue and a bunch of mostly overworked and underpaid people try their best to fix it and do so, and you still complain? Bruh. Ain't pointing fingers or calling anyone specific out, but that level of entitlement and expectation of others borders on insane to me. Just my two cents.
Anyway, I've had two issues in the past with P&C, though the first is only an issue in a technical sense. The first was when I bought one of the Stanwell PotY 2022 pipes. I ordered the sandblast because it was the cheapest variant at the time. I was sent the walnut smooth instead, which was a good deal more costly. I told P&C this apprehensively, because I actually liked this stain much more and was willing to accept it, but I didn't want to short them. They told me that it wasn't no big deal. Pretty cool. The second involved an order where I didn't get a small thing of cleaning oil or somesuch. I emailed them, they replied a few days later, and I got my oil within a few days no problem. So, thus far, my experiences have been good. When issues arise, they fix them. They're not the fastest service, but they make due.
That being said, it's hard to beat SP. They got that Tim Duncan levels of consistency, and they ship fast and respond fast. They're the better service, but P&C has some good deals now 'n then, and they carry new Stanwell pipes, which TP and SP don't as far as I can tell. I do love me some Stanwell pipes.
Anyway, I've had two issues in the past with P&C, though the first is only an issue in a technical sense. The first was when I bought one of the Stanwell PotY 2022 pipes. I ordered the sandblast because it was the cheapest variant at the time. I was sent the walnut smooth instead, which was a good deal more costly. I told P&C this apprehensively, because I actually liked this stain much more and was willing to accept it, but I didn't want to short them. They told me that it wasn't no big deal. Pretty cool. The second involved an order where I didn't get a small thing of cleaning oil or somesuch. I emailed them, they replied a few days later, and I got my oil within a few days no problem. So, thus far, my experiences have been good. When issues arise, they fix them. They're not the fastest service, but they make due.
That being said, it's hard to beat SP. They got that Tim Duncan levels of consistency, and they ship fast and respond fast. They're the better service, but P&C has some good deals now 'n then, and they carry new Stanwell pipes, which TP and SP don't as far as I can tell. I do love me some Stanwell pipes.
Here in mid 2024, it seems the software and outsourced customer service are still issues at P&C..I called today and was told that if I accepted the overcharge on my current order, they would credit my next order... I said no , then they proceeded to send it through with the mistake anyway .Several minutes and polite protests by me they finally fixed it. Three emails still unanswered, order blocked for 5 days with no notification.Never had an issue with any other tobacco vendor.Also bought a tin showing in stock in Feb , was put on backorder anyway , got repeated emails saying I would get it some day.Then emailed asking them to combine it with another order since it appeared to be in stock again, so they cancelled it.Stellar logic.
Taking in the full scope of this topic, I think it'd be fair to say that everyone knows what they're getting into when they order from P&C. I've done it myself about a half dozen times, and I certainly do. @K.E. Powell is spot on--when it comes to virtually all aspects of the pipe/tobacco online retail service, SP can't be dethroned. Like, it's not even close. But there are just a handful of things P&C has that no one else does (including some things that sell out fast elsewhere, like Stokkebye Bullseye Flake) and, with surprising frequency, they run the kind of sales that really make you drop whatever it is you're doing at the moment and fill up a cart in a matter of minutes. But as rapidly as I fill it, I know all the while that I run the risk of some BS happening somewhere along the way. It's a crapshoot, and if I'm feeling particularly risk averse that day, I know I can always retreat to the more visually comforting layout of SP and accept the slightly different menu. That's life.
In the interest of full disclosure, I've never had any of the issues that anyone else has had with them. However, the one gripe I do have (which I have with TP as well) is their misunderstanding of a certain California legal statute that does NOT, in fact, require them to obtain a signature from the recipient (and charge for it, to boot). I've brought this up with the both of them, but I feel like I might as well discuss the matter with my greenhouse plants for all the good it's doing me. Which doesn't entirely surprise me--I'm sure their legal department has far bigger fish to fry than the strange Jewish man in the SoCal mountains bitching and moaning about a $3 fee.
On a related note, it's something of a miracle that the State of California hasn't gone the route that Washington, Utah et al. have gone. I plan on taking advantage of this massive oversight of fascism as long as I'm allowed, and while that's the case, I'm glad I have as many retail options as I do.
Did I mention P&C's catalog has revolutionized my morning dumps?
In the interest of full disclosure, I've never had any of the issues that anyone else has had with them. However, the one gripe I do have (which I have with TP as well) is their misunderstanding of a certain California legal statute that does NOT, in fact, require them to obtain a signature from the recipient (and charge for it, to boot). I've brought this up with the both of them, but I feel like I might as well discuss the matter with my greenhouse plants for all the good it's doing me. Which doesn't entirely surprise me--I'm sure their legal department has far bigger fish to fry than the strange Jewish man in the SoCal mountains bitching and moaning about a $3 fee.
On a related note, it's something of a miracle that the State of California hasn't gone the route that Washington, Utah et al. have gone. I plan on taking advantage of this massive oversight of fascism as long as I'm allowed, and while that's the case, I'm glad I have as many retail options as I do.
Did I mention P&C's catalog has revolutionized my morning dumps?
Not sure if this input will add much to the ongoing discussion, but I made two orders on the 30th of May for a bunch of 1 ounce samples of mostly codger blend matches. One order was from Smoking Pipes and the other from Pipes and Cigars. These were not huge orders – combined they totaled a little over $60 including shipping to Alaska. The ounce and pouch prices seemed good at both places. I thought both web sites were easy to work with and the shipping seemed quite fair. Both packages arrived four days later with everything accounted for. I was surprised they arrived so quickly as I paid for the cheapest shipping option at both places. Anyway, I normally buy tobacco from our local pipe shop but this was an unusual order so I went on line. Just one man’s experience, but both companies have to get a 10 out of 10 from me for this order.
