Well, I'm finished buying from pipesandcigars.com

[dj1340]

We all work hard for our money and we should spend it ina way that gives us some enjoyment. If you can spend $10,000 then good for you! Hell, I own 2 Harleys so what can I say.

On another note I ordered from them and got an email saying the shipment was delayed waiting on some tobacco. Came 3 days later, no complaints from me.

[SmokinJohnny]

Got email notification this afternoon that my order from 3 weeks ago shipped. Anniversary Kake is in there.

[sounds7]

Originally Posted by KinnScience

I arrived home from work to find a package on my door step. Nothing surprising there .. I have been getting two or three a day for a while now. However, this one was from pipesandcigars.com

The General Manager took the time to write a letter apologizing for the mix up and he sent a nice gift package which included tobacco and a book entited "Stokkebye". Though I appreciate the tobacco, and I am thrilled with the book, I am most impressed by the letter he took the time to write in his own hand.

As a consumer of 44 yrs of age, I have engaged in all types of retail transactions, most turn out fine. However I cannot, in all my years, recall a manager who was willing to demonstrate such a strong level of concern for my regard and satisfaction. Frankly, I am impressed.

I wanted to pass this on to my fellow puffers, I think it is something notable and speaks to a level of customer care that is important to most of us.

Reminds me of when I ordered the "Compton's" sampler from Maxim at pipes2smoke.com
They say on the website that sometimes the order can take a while but this took 3 months! I was ticked off but he made it right in the end and sent me my tobacco and included a pouch of Balkan Sobranie no charge. Needless to say I am still doing business with Maxim and have never had another problem since that time.

[SmokinJohnny]

I know a lot of baccy dealers were overwhelmed with pre April tax rush orders. It has taken time to rebuild inventory and catch up with orders. As far as I'm concerned, it was a bottleneck that was imposed on them. What sucks is once they get back on an even keel, they may find they have lost a lot of regulars. Not to say Pipes and Cigars is no 1 but for me, they have always been prompt in the past so I'm not letting this delay burn any bridges. When a guy's tastes become more refined, there is no such thing as a one stop pipe/baccy dealer anyway.

[scottycigar]

Hi

I am Scott Bendett and I own pipesandcigars.com along with two other brick and mortar stores (Habana Premium Cigar Shoppe). I just got back from the Chicago Pipe Show where one of the members of the forum, Slov, told me about this thread and advised me to respond since he is a fan of our website.

First off let me apologize to anyone who feels they were mistreated. It is inexcusable. I started my business nearly 15 years ago in a cart in our local mall with 15 boxes of cigars. I built my store by offering good customer service. I had to, because vendors would not open me up (cigar shortage) and the ones that did required cash COD. I was in my twentys. I could get in to my whole story which is somewhat inspriing but I will fight my add and get back on topic.

The reason I bring that up is simple. I want to let everyone know we are doing our best during huge growth spurts. We are not perfect. We are in a constant struggle regarding pipe tobacco specifically (RYO is another story and the cigars yet another). A lot of times the mistakes are our own, however, due to the proliferation of the internet vendors are constantly running out of a particular blend. One guy starts a thread on a specific G&H blend and the next thing you know we are out, then the distributor is out beacuse the machinery they use to make the product is from the 1800s (pre internet) and it takes them 6 months to make it and ship it to the disributor who ships it to us. Then, of course, we run out of it in a week and all the people who wanted on their order are shorted. Actually, you guys dont want to hear about vendor issues but I could go on forever. Again, I am crystal clear we could screw up a wet dream (and have but thats another story)...but it isn't always us.

I feel like I am writing a novel right now just to apologize for some butthead moves by people who try hard but are overwhelmed.

Here is my email...scott@pipesandcigars.com...here is my telephone number 518-690-2222 to the store that I am at everyday. (the mail order got too big and we had to move it from the basement so we are in seperate locations, however, we are getting back together this fall to imrpove efficiency and have basically a much bigger store) For a peek into our b&m world check out Habana Premium Cigar Shoppe Events at Habana Happenings.

Please do not hesitate to call me or Bob, bobbyg@pipesandcigars.com (runs warehouse and cares what you guys think) if you have any issue...We want your business, we care about your business and we (usually) stand behind our errors. Sorry for this long email and sorry that we erred in the first place.

Thanks
Scotty

and Tim I forwarded my original to Bob where i asked him to send you the Dunhill Pipe Book and I have a good feeling it will be in your hands shortly.

[phatmax]

Scotty,

While I have had good luck with ordering from you; (the Black Velvet is awesome, I am thankful I got the deal you guys have) I have read the issues and I can see both sides of the story.

I spent a year at a mailorder company that sold ammo, gun parts and surplus/survival goods. The middle part of my time there was right at Y2K. Needless to say, but say it I will, it was a crazy time. I spent time working in the warehouse, packing boxes, taking phone orders and eventually was doing the website and computer network support.

From a psychological standpoint, customers do simply expect perfection on orders, because they are putting complete faith in the company they order from. They are, sight-unseen, giving you personal information and money. This is done without seeing the product or with internet orders, without even talking to a person.
Unlike a B&M store of any sort, where you can touch the product and form a personal opinion about the seller, the internet anonymity prevents the human touch.
Without a human bond, trust is very easy to break with mailorder.

From a seller standpoint, you know all the facts, reason and logic, why something has happened. To the buyer, that does not matter, until a personal bond can be created. All the buyer knows is that he trusted you, and you did not do what was expected.

My point of all that mess above is that buying products that a customer is emotionally attached to (I know I lust after certain pipes and tobaccos) can become a minefield for both parties.

I appreciate your taking the time to post here and do your best to make the situation better.

Good luck to you and good luck to all the buyers who have had issues.

In this time of political and emotional attacks on our hobby/lifestyle/personal choice, we all need to stick together and work together to preserve what we all love.

[dmkerr]

Phatmax nailed the relationship and expectations completely.

That said, of all the orders I've placed through pipesandcigars, the worst that I could say of their service is that once in order to faciliatate my order, I was sent a pound of a particular tobacco instead of the 3.5 oz tin I ordered. Very difficult to complain about that!

Scott, I appreciate the time you took to post your thoughts here.

[SmokinJohnny]

Originally Posted by scottycigar

I feel like I am writing a novel right now just to apologize for some butthead moves by people who try hard but are overwhelmed.
Thanks
Scotty

For a this Balkan lover, SBC Plum Pudding is the best thing to happen to the world since Led Zepplin and here you are apologizing. LOL. The attachment is probably just as much physical as it is emotional. The laws of supply and demand cause all kinds of freako things to happen and the chain reactions are difficult if not impossible to predict.

The ancient tobacco machinery you speak of adds a human touch that modern automated machinery cannot duplicate. There is a good side to everything. Patience has it's virtues.

It will blow over soon so forget novel writing. My palette thingy says just go back to doing what you guys do best.

[Mad Hatter]

I think the majority of complaints could be stopped if the website and procedures were updated to show current inventory

[commonsenseman]

Originally Posted by Bermac

There is no excuse for poor customer service. It shouldn't matter how much you spend




Did you really spend $10,000 in 40 days??? That is 5x what I spent on my first car.

That's 10,000x what I spent on my first car

[WWhermit]

Scotty,

First off, I have a great deal of respect for an owner of a company that will take the time to respond to a message thread (or two) complaining about his business. To put down your phone number and email as well is equally admirable.

What I would like to say is this: Every business makes mistakes. They also have good and bad seasons. The key is to learn from the mistakes to minimize those bad seasons.

I think pipesandcigars is a great business, provides a greatly needed service to a great many people, and makes some damn good, if not my favorite tobaccos. For that you should be applauded.

The main gripe I have/had with pipesandcigars was the measuring of the bulk tobaccos. Sometimes it would only be less than an ounce, but when it's every time, or nearly so, it gets frustrating.

Nonetheless, to brown-nose a bit, your house blend tobaccos are amazing, and I can only hope that you continue to provide the same quality in the future. I smoke these far more than tinned tobaccos.

Hopefully we'll hear more from you than to respond to complaints. It's an interesting opportunity to speak with a master blender such as yourself.

WWhermit

[Mad Hatter]

I also have to give a thumbs up to your broad selection. With all due respect, and as a guy who's run a small business, I know it sucks trying to find help that share a commitment to superior service or even have it in them to provide superior service and I do I feel for your situation.

[Dylan Cerling]

I've never bought from online, but if I decide to give it a try, I'll be sure to check out pipesandcigars

[plexiprs]

Originally Posted by scottycigar

Hi

I am Scott Bendett and I own pipesandcigars.com .......

I could kiss, then hug a retailer/owner like Mr. Bendett. But hows about I just keep putting your kids through college by spending my pipe allocations ($$$) with you? Hope I can still get in, cause this thread is going to be like a rocket for you!!!

Class act; 'nuff said!!!

[morefifemusicanyone]

Originally Posted by Mad Hatter

I think the majority of complaints could be stopped if the website and procedures were updated to show current inventory

Thanks Scotty for taking the time to respond.