SmokingPipes.com killed VIP’s

[HawkeyeLinus]

Just buy from the new guy on the block that is a paid advertiser here. Nova Pipes. Good selection and 2 orders I've placed have gone perfectly.

Mine was dispatched promptly and enjoyed opening the box yesterday!

 

[Chris T]

As a longtime pipesmoker and frequent and very satisfied customer of Smokingpipes.com I can certainly understand the necessity of the business to make some changes in their price structure and customer recognition programs. Smokingpipes has enormous goodwill from its customer base and it is certainly well earned and deserved. These changes will not change my allegiance to the company. Notwithstanding this, it might be prudent for someone in authority (Sykes, Shane or Andy) there to take a moment to address the issues raised and explain the reasoning behind the changes. Obviously this is not required but a brief explanation might assuage any concerns of their very, very loyal customer base.

They gotta pay for Chuck Stanion's retirement package?
I'll miss that guy's writing.

 

[HawkeyeLinus]

My recent orders from nova have not gone well. Planning to do a psa on here soon so everyone knows. First order with them went great, packaged well, everything was smooth. Second order was worse than a bad pipes and cigars order. I picked up the box and the tins were all loosely rumbling around. I thought oh no here we go. I opened the package and almost no packaging material inside and most of the tins were all dented. I reached out to the owner Kyle and he assured me that they take packaging seriously and that the package was packaged well when it went out. I told him that it is impossible that this was packaged well before it went out bc there was almost no packaging material inside. He then told me he would send replacement tins and get me tracking right away. Then he sent a follow up email saying I need to send the tins back first and once he receives them he will send out the new ones. He then tried to convince me to jar the tins up. Then he blamed it on the tins being made cheaply these days lol. He continually reassured me it was not his fault and was trying to blame it on usps (Probably so he can get them to pay for his mistake). Not once would he take responsibility for the poor packaging. Note that the box itself was in perfect shape. It’s the worst customer service experience I have had since a pipes and cigars order 2 years ago. I buy from many vendors and in 15 years of pipe smoking have not had this bad of an experience except with pipes and cigars. But even pipes and cigars made the issue right.

Recent "orders"?

First went great, second had an alleged problem. Don't see anything about any further orders.

If he sent you a label to return the tins (which you left out of the rant) then sounds like it was on you to send them back.

 

[Sappspuh]

Hey guys, the issue here was the packaging that Kyle or someone within his company did. Imagine receiving a box that when you pick it up you hear everything inside clanking around. Then you open the box and the tins are just all floating around with no packaging material other than a couple small pieces of paper and most of them are dented up. I’m happy to post the exact emails from Kyle on here. At first he said he would send a replacement with tracking right away. Then he followed up in a few emails later that he needs to receive the original tins back before shipping the undamaged ones out. So basically, this guy is asking me to take off work to get to the post office (since I start work early and typically finish in the evening), wait a week until he receives it, then he will ship new ones back and I will receive those a week after that, lol. This would be different guys if the outside of the box had been damaged and it was the post office that made the mistake. I’m telling you guys this was like a bad pipes and cigars order on the inside. I’m glad you all are able to see some of his response here as this is the kind of customer service you will receive if you make a future order with nova pipes. Heck the only reason I took a chance on this guy was bc he was an advertiser on here and wanted to help out a new shop.

 

[Sappspuh]

That's interesting, I'm surprised Watch City sent you replacements for the tins! Their FAQ is pretty brutal, but hey, it comes with their northern territory! Good for them on making it right though!

Taken from their FAQ (they are true wordsmiths) —

"Q: I ordered some tobacco tins. One or two are dented on the bottom. I want my money back or a replacement.

A: Yeah, no. Watch City is in the business of selling tobacco for and to people who intend to smoke it. If you want to frame a tin and put it under your pillow, good on you. Today's tins lack the stabilizing "ridge" on the bottom that tins of just 5 years ago had. The old tins are no longer made. These new tins hold a vacuum seal extremely well but lacking the ridge, they can easily "Buckle" in on themselves while retaining the seal. It's just the way things are now. Our responsibility ends when you accept delivery of a sealed tin. Buckling and denting are part of the deal now. If you want to frame a tin and put it under your pillow for 20 years, feel free, but we aren't gonna replace crap that doesn't need replacing."

Ernie is a class act with excellent customer service and anytime there is an issue with anything he takes care of it without issue. It’s one of the reasons we all shop at watch city and have done so for many years

 

[Nova Pipes & Tobacco]

At first he said he would send a replacement with tracking right away. Then he followed up in a few emails later that he needs to receive the original tins back before shipping the undamaged ones out.

Sappspuh,

I'll just go ahead and post the emails for transparency! They might not be in order in the attachment section.

I asked you if you'd like to return the dented tins with the prepaid label I emailed you. Once I receive the tins I will go ahead and ship you new ones! But you declined the offer. I have not received a follow up from you regarding the exchange you requested, this is the last email that was sent.

Ernie is a class act with excellent customer service and anytime there is an issue with anything he takes care of it without issue. It’s one of the reasons we all shop at watch city and have done so for many years

100% Agree with you on that, Ernie is solid.

 

[HawkeyeLinus]

Hey guys, the issue here was the packaging that Kyle or someone within his company did. Imagine receiving a box that when you pick it up you hear everything inside clanking around. Then you open the box and the tins are just all floating around with no packaging material other than a couple small pieces of paper and most of them are dented up. I’m happy to post the exact emails from Kyle on here. At first he said he would send a replacement with tracking right away. Then he followed up in a few emails later that he needs to receive the original tins back before shipping the undamaged ones out. So basically, this guy is asking me to take off work to get to the post office (since I start work early and typically finish in the evening), wait a week until he receives it, then he will ship new ones back and I will receive those a week after that, lol. This would be different guys if the outside of the box had been damaged and it was the post office that made the mistake. I’m telling you guys this was like a bad pipes and cigars order on the inside. I’m glad you all are able to see some of his response here as this is the kind of customer service you will receive if you make a future order with nova pipes. Heck the only reason I took a chance on this guy was bc he was an advertiser on here and wanted to help out a new shop.

Again, how many orders?

If didn’t want to return them, it’s on you.

Let it go.

 

[HawkeyeLinus]

Sappspuh,

I'll just go ahead and post the emails for transparency! They might not be in order in the attachment section.

I asked you if you'd like to return the dented tins with the prepaid label I emailed you. Once I receive the tins I will go ahead and ship you new ones! But you declined the offer. I have not received a follow up from you regarding the exchange you requested, this is the last email that was sent.

View attachment 412832


100% Agree with you on that, Ernie is solid.

Good customer service in my book.

 

[Sappspuh]

noti

Sappspuh,

I'll just go ahead and post the emails for transparency! They might not be in order in the attachment section.

I asked you if you'd like to return the dented tins with the prepaid label I emailed you. Once I receive the tins I will go ahead and ship you new ones! But you declined the offer. I have not received a follow up from you regarding the exchange you requested, this is the last email that was sent.

View attachment 412832


100% Agree with you on that, Ernie is solid.

Notice how his email states that he will ship out replacements immediately? Then later he says “I’ll ship them out as soon as I receive the damaged ones”

 

[Sappspuh]

Good customer service in my book.

Obviously you didn’t even read the emails lol

 

[Sappspuh]

All good guys I will post the emails one by one, you will notice how the guy never takes responsibility for the poor packaging

 

[sardonicus87]

Yeah, I've not done business with Nova and have no skin in the game, but that's all on you, not on Nova.

For one, who cares about those dents? They don't affect the seal and don't change the tobacco inside, that's already a non-problem to me.

Then they offer to exchange, think from their perspective, you ask for exchange, they cover the cost for you to send it back, of course they don't want to immediately ship replacements because how do they know for one that you didn't just dent them yourself, and for another, that you'll actually ship the dented ones back?

They have to work too, it's not their fault you don't want to take the time to go to the post office.

Like duh, come on... pretty standard policy literally everywhere that if you want to exchange, you have to send back what you got first. That's standard and nothing new, basic policy at literally every business everywhere since forever.

 

[Sig]

Hey guys, the issue here was the packaging that Kyle or someone within his company did. Imagine receiving a box that when you pick it up you hear everything inside clanking around. Then you open the box and the tins are just all floating around with no packaging material other than a couple small pieces of paper and most of them are dented up. I’m happy to post the exact emails from Kyle on here. At first he said he would send a replacement with tracking right away. Then he followed up in a few emails later that he needs to receive the original tins back before shipping the undamaged ones out. So basically, this guy is asking me to take off work to get to the post office (since I start work early and typically finish in the evening), wait a week until he receives it, then he will ship new ones back and I will receive those a week after that, lol. This would be different guys if the outside of the box had been damaged and it was the post office that made the mistake. I’m telling you guys this was like a bad pipes and cigars order on the inside. I’m glad you all are able to see some of his response here as this is the kind of customer service you will receive if you make a future order with nova pipes. Heck the only reason I took a chance on this guy was bc he was an advertiser on here and wanted to help out a new shop.

And he offered the same fix as any other vendor. Where is the issue?
Ive recieved dented tins from several vendors. If the seal is ok, I dont even contact them. I definitely dont go online to complain AFTER I refused a totally acceptable fix.
Ok, he packaged your order not up to your liking. Send the tins back, get new tins, never buy from him again.
Then go look at the thread here about Nova Tobacco and Pipes, and see the many happy customers sinse he started in June. Ive had five myself with fine packaging. Even one that the USPS beat up. The tins inside were fine.
He's a one man operation who has been offering blends that you cannot find anywhere else, for a fair price.
What's your end game here?
You got dents, he offered the business standard fix, you denied it.
He certainly isn't supposed to send you new tins for free, while you just jar the perfectly fine dented tins, right?

 

[Nova Pipes & Tobacco]

noti

Notice how his email states that he will ship out replacements immediately? Then later he says “I’ll ship them out as soon as I receive the damaged ones”

Sappspuh,

I'm sorry, but, which email stated that I would ship out replacements immediately?

 

[Mez]

Kyle @Nova Pipes & Tobacco , you'd be well served to step up and fix issues like this promptly. I believe if the purchaser sent photos and a tracking number for the return shipment, that should be adequate for you to ship the replacement tins. In fact, if you really want to be top notch, provide the Customer with a paid shipping label. Sounds like they did nothing wrong here.

USPS can open packages although they usually reseal them with tape stating that it was resealed by them. They've opened and resealed a couple of my packages. I've put in one order with Nova and it was packaged top notch.

 

[Sig]

Ernie is a class act with excellent customer service and anytime there is an issue with anything he takes care of it without issue. It’s one of the reasons we all shop at watch city and have done so for many years

Go try to have Ernie send you new tins without sending the dented ones back first.

 

[Sappspuh]

Yeah, I've not done business with Nova and have no skin in the game, but that's all on you, not on Nova.

For one, who cares about those dents? They don't affect the seal and don't change the tobacco inside, that's already a non-problem to me.

Then they offer to exchange, think from their perspective, you ask for exchange, they cover the cost for you to send it back, of course they don't want to immediately ship replacements because how do they know for one that you didn't just dent them yourself, and for another, that you'll actually ship the dented ones back?

Like duh, come on... pretty standard policy literally everywhere that if you want to exchange, you have to send back what you got first. That's standard and nothing new, basic policy at literally every business everywhere since forever.

I had a previous order with the guy that was smooth sailing. This one was like a bad pipes and cigars order. Read through his emails, he first says that he will send replacements right away. Then in a later email he says he needs the damaged tins back first. The denting in the tin will create a greater chance of tin failure in 10 years than a non dented damaged tin.

 

[Sappspuh]

USPS can open packages although they usually reseal them with tape stating that it was resealed by them. They've opened and resealed a couple of my packages. I've put in one order with Nova and it was packaged top notch.

I understand, my first order with Nova was smooth sailing. I think the real issue here is his inability to acknowledge his or his employee/wife/son whoever’s failure to package this so it’s not a free for all with tins bouncing in the inside

 

[Sappspuh]

Go try to have Ernie send you new tins without sending the dented ones back first.

If Ernie or one of his guys messed up the packaging 100 percent he would. Ernie would even give a store credit on top of it, when it was their error

 

[Nova Pipes & Tobacco]

I understand, my first order with Nova was smooth sailing. I think the real issue here is his inability to acknowledge his or his employee/wife/son whoever’s failure to package this so it’s not a free for all with tins bouncing in the inside

I do all of the packaging myself and I'm always sure to give the box a good "shake test" prior to adding a shipping label to the box.

If i hear clanking, it's a re-open and re-pack