Tip For Those Running An Online Store

[numbersix]

FWIW, P&C has definitely stepped up their game and are getting more competitive. I was at their site the other day and was impressed. I do see strong improvements. Nobody is perfect but I expect that they will improve on these issues. Kudos goes to them for working to get there.

 

[ssjones]

I called P&C today because I was also interested in a British estate. The pictures didn't show the nomenclature detail (which were critical on this pipe) and the description didn't show it either. I talked to Nicco who said he had to get the pipe from the warehouse and promised to call me back later this afternoon. He called me back in an hour and communicated the nomenclature. The only disappointment was that I was in Bethlehem for work today and I asked if I could see the pipe in person ($300 estate). Sadly, Nicco said that was not possible, no doubt insurance issues prevent visitors.

 

[woodsroad]

Did you at least get to stop in at The Wooden Match?

 

[ssjones]

I thought about it, but the weather was so severe, I headed back to Maryland.

 

[woodsroad]

It's been a wet day. I'm sure that it flooded down by the river there.

 

[captainsousie]

Glad you were safe on the roads Al. Glad also that you got some helpful info on that pipe and I hope it's what you wanted to hear.

 

[blendtobac]

I've noted the input, and will meet with our team when I get back from Chicago. We appreciate any feedback that can help us improve. We've had to get familiar with a new website structure, and we've increased our focus on estate pipes, having purchased a number of nice pieces. This wasn't a particular focus of ours in the past, but we now have a real expert, with the addition of Kevin, so we'll be stepping up our game. We hope that you'll notice significant improvements as he has a chance to do more going forward.
Russ

 

[captainsousie]

With the addition of pictures (not great ones but good enough to get the info I needed) and a helpful email from Niko, I ended up getting the pipe as it seems too good to pass up. With great pictures and a good description, this pipe would not have lasted long enough for me to get to it.
I truly want to believe the best of our sponsors, or any pipe vendor for that matter, so I do hope the pipes end of the business gets to the high standards that you seem to aspire to Russ.

 

[blendtobac]

Thanks for giving us a chance. We're not perfect, but we're working hard to earn your business. Things will continue to improve as we fine tune our operation.
Russ

 

[blendtobac]

Thanks for giving us a chance. We're not perfect, but we're working hard to earn your business. Things will continue to improve as we fine tune our operation.
Russ

 

[cigrmaster]

russ, on another note, I have been trying to set up my account for quite some time, each time I called they just couldn't do it. I would appreciate you looking into it for me. I have not ordered from your company for months, because I got so frustrated and basically gave up.

 

[pipestud]

Harris, I recently put in an order from Russ's outfit and had the tins in hand just three days after placing the order. And of course, with such great prices on the blends that Russ creates himself, you may want to give them another shot.
Glad you are feeling better, by the way!
Pipestud

 

[conlejm]

I have received outstanding service at Pipes And Cigars. I think their website is great. I had no problem setting up an account. I purchased two Peterson House Pipes in the last couple weeks and they both shipped same day and arrived well-packaged here in NH in two days. And with their free shipping, their bulk tobacco is very competitively priced. P&C is one of my top three online tobacconists.

 

[sfsteves]

pipestud said:

I recently put in an order from Russ's outfit and had

the tins in hand just three days after placing the order.

You must be well-connected there unless you paid for overnight shipping ... after receiving an order on the 13th (yes, that's right, thirteenth) day after I placed it, I chose the three-day shipping option and the order reached me on the 5th day ...
For some reason, they keep insisting on involving UPS when sending my orders, even though I've asked that only USPS be used ... UPS gives a very generous anticipated delivery date, and will then actually HOLD the shipment until that date, even though they COULD have delivered it far earlier ... it's my belief that they are doing that to 'encourage' folks to choose a more expensive option ...
I was not put off by P&C joining the CI family ... I've been doing business with CI for 15 years and had experienced nothing but first class customer service ... the old P&C entity no longer exists and following the absorbtion by CI, for some reason, CI has yet to apply their customer service model to P&C and I don't understand it ... I'm not getting the level of service I used to get from P&C nor am I getting the service I get from CI ... prior to the Website remodel, it used to take them 2-3 days to enter my order in the system and process it before putting it on the slow boat to California ... now, they've managed to knock that down to 2 days to enter and ship, but their delivery boat of choice still moves at nothing greater than full-tortoise speed ...
I'm going to stick it out for one more order ... again, I will specify USPS as the carrier of my choice but if they still insist on involving 'Brown', I will sadly discontinue buying from P&C ...

 

[numbersix]

I'm not getting the level of service I used to get from P&C nor am I getting the service I get from CI ...

FWIW - I can say that my experience with them has definitely improved. I think they went through some *major* adjustments with the move, etc and I do believe they are making great strides and taking the criticisms to heart.
I ordered my recent Stanwell (at a steal of a price) on Fri and rec'd on Wed. Not bad!

 

[cigrmaster]

Steve, thanks buddy.
I cannot order because my account it dead. I just need someone to reactivate my account. I wouldn't think it would be that difficult for PC to send me a new password to my email addy so I can log into my account again.
The last time I called I was told they were working on it and they would get it fixed, I spoke to 3 different people and not a one could fix the problem and that was over 4 months ago.
I just tried signing in as a new customer just now and still the system will not create a new account for me. You would think that with all the money I spent with PC in the last 2 years, they would take a minute to make sure I can order from them. I should not have to jump through hoops to get my account activated, I guess I will just give all my business to SP and 4noggins from now on. I am certainly not going to beg them to fix my account so I can spend money with them.

 

[sfsteves]

Harris ... PM sent

 

[rx2man]

"With great pictures and a good description, this pipe would not have lasted long enough for me to get to it."
You said it right there. Frustrating at 1st but when you look at it that way you made out. Especially when its a pipe that you have wanted for a while. I made that mistake found it, did not buy it and then it was not there when I went back DOH!!!

 

[novicemaker]

i agree with one of six earlier comments, with out good management that whole thing goes down the crapper. I have spent most of my working life having to deal with people who are stupid and didnt understand some basic concepts of business. I think i finally found one company that seems like ill get along with just fine(only after the company i was working for was bought out by the new company lol)
Treat people how you want to be treated its as simple as that when it comes to a business. Poor customer service means less money less money means someone is out of a job. One big circle.

 

[zenforest]

I have never ordered a pipe from these guys but HAVE placed several tobacco orders. ALWAYS top notch service. My items shipped right away, got here when they were supposed to, and the price was almost always the best I could find.
I am surprised at all the negative reviews, as my experiences with these guys has been without issue.