Tobacco Shop Etiquette?

[Pipe Organist]

I had a string of unpleasant experiences with a B&M of great repute in the Metro Detroit area a number of years ago. I purchased a number of pipes from them as well as tobaccos. In the day, they were the "go-to" place.

At some point the owner sold the business to a couple of the guys that basically managed the place. They kept the name, but apparently squandered the good will pretty quickly. They raised their prices, began redecorating, and eventually took out the nice public seating area for sitting and enjoying a nice cigar or pipe and chatting with other regulars.

They replaced the open area with a closed-door private area with members-only cigar lockers, that came at a ridiculously high price tag. The place wasn't Dunhill of London, after all. They moved the big screen TV, chairs, etc., into the members-only section. Members were not even permitted to invite non-members into the private area. Management treated non-members pretty shabbily, especially if a particular customer didn't seem to be the "right kind of customer."

I told the new owners exactly what I thought and walked out. I even sent an email to "Cigar Dave" because he advertised the place on his show! I predicted that they'd be out of business within the year.

Guess what?

Yeah, what a shame. Ya know, you alienate your customers and they tend to stop being customers. Make that duplicatible, and soon you got no customers, no cash and no business.

Give the B&M in question on this thread the benefit of the doubt. I completely understand when people have a bad day. If it becomes a pattern, vote with your feet and your wallet.

[Z.Kramer]

No matter the reason for or validity of the rule (or if it even exists when that fellow is not present), the way the guy approached the situation was completely inappropriate IMO. However I would give them the benefit of the doubt and find out if this is regular behavior. It would be a shame for you to miss out on the place and the people because ONE employee had ONE bad moment/day.

Of course if the rudeness is regular take you patronage elsewhere.

[Mitch]

I would agree with some of the other guys too. I wouldn't ever go to a place and take a picture of anything unless I first asked. I feel the way the fella handled the situation wasn't correct "You didn't know any better, it shouldn't have been a big deal". Just remember we all have a bad day, it may have been his. If you go back and they are punks, then go elsewhere.

[RCReecer]

Originally Posted by Lefty

There is another B&M in town that is better stocked, but quite frankly the place gives me and many others the creeps. The stories we here from non regulars or new folks about the place are just staggering.

We have a store like that in the Metro Atlanta area. I won't mention the name of the place, but everyone in the area knows who/where they are.


JD, I would go back and see if you can talk to them about it. How they treat you will go a long way in determining if you should go back or not. I'm sure they have a valid reason (to them) for the policy. There's no reason to get out of sorts over it, especially when this is a place you'd like to frequent. Having a good relationship with a shop you like can really make an impact on your smoking enjoyment.

[Crazycoonass]

I guess I got lucky in that there's a nice little tobacco shop in the french quarter called cresent city cigars, they have a nice selection of pipes and tobaccos and although the sitting area is a little shabby, a little run down, but those big old leather chairs are so comfy and they have no problem with u smoking a bowl or a cigar there as long as u buy something, even if its just pipe cleaners. The other place I go is the Tinderbox, but they only have one older fella thats really into the pipes, the other two there are what i refer to as "cigar snobs" who if Im not buying a cigar just try to sell me the most expensive pipe they can find with no real knowledge of brand and-or type. Yeah, dont like that place much. Oh and theres also the Ra Shop who have a few low end tobacco pipes but its mostly a head shop.

[juni]

There is another B&M in town that is better stocked, but quite frankly the place gives me and many others the creeps. The stories we here from non regulars or new folks about the place are just staggering.

Ok, now I'm curious and wouldn't mind hearing those stories.

(we have a small cigar/pipe shop here where I bought my last pipe, run by the pipe expert in the city. He was very helpful getting me started)

[MasonM]

Frankly, and I mean no disrespect at all, but you were in the wrong by snapping photos without asking first. As I travel for a living, I often like to snap photos or video of interesting places that I visit, but I always ask permission before doing so.

Simple courtesy goes a long way. As for how the gentleman handled the situation, it sounds like he could have done a better job of it, but perhaps he felt offended by the photography without permission.

[Nurse_Maduro]

This really surprises me. Cigar Magazine had an interview not too long ago with Tiffany Rumbo (who co-owns the mini-chain Club Humidor in San Antonio with her husband). Apparently, there are three locations they've recently purchased from her brother-in-law that are still named The Humidor that the're going to be renaming Club Humidor, and I have to believe this is one of them.

Anyway, from everything I've seen and read, they've really become B&M heroes by how well they focus their stores around the customer. The way you were treated really flies in the face of how she runs her places and, at the very least, you deserved an explanation.

I'd fire off an email politely explaining what happened, and ask for the reason why you were treated so ubruptly. I'd also mention that you want to do business with them, but want to feel welcome in a store you patronize. If it's one of hers, I'd be shocked if she didn't do right by you.

info@clubhumidor.com (I'd put Attn: Tiffany Rumbo in the subject line)

Good luck, brother. Let us know.

[la157m3]

Originally Posted by MasonM

Frankly, and I mean no disrespect at all, but you were in the wrong by snapping photos without asking first. As I travel for a living, I often like to snap photos or video of interesting places that I visit, but I always ask permission before doing so.

Simple courtesy goes a long way. As for how the gentleman handled the situation, it sounds like he could have done a better job of it, but perhaps he felt offended by the photography without permission.

I understand your point of view; however, I was not taking photos of the shop, people inside, or anything like that. I held my phone up to the display case, about 3" away from the pipe I wanted, and took a photo. I did this 3 times so I could have my wife surprise me with a choice from the 3 I gave her.

This is a public business - open to everyone and everything. So what if I take a quick cell phone pic of something I'm wanting to spend $195 - $250 on purchasing? This is a rather substantial investment in a pipe and taking my time and taking a couple of quick pics of something I'm wanting to buy from them, to me, is NOT out of line.

If they had photos of their pipes on their web site, like many others do, then I never would have had to take a pic. But honestly, what's the difference between taking a couple of cell phone pics of a couple different Toro model lawnmowers at Home Depot or taking a couple of pics of a Stanwell pipe that I'm about to spend the same amount on as a new lawnmower would cost?

Should I not whip out my cell phone camera and snap a photo of a couple of recliners I'm going to buy from the La-z-Boy Gallery while I'm making up my mind of what style and color I want? I don't know - I still don't see the need to go ask a salesman on the floor if he "minds" if I take a pic of the merchandise I'm considering spending a few hundred of my hard earned dollars for.

It's a public place - it's a pipe shop - I'm trying to bring them some business, not trying to steal corporate secrets.

[la157m3]

Originally Posted by Nurse_Maduro

This really surprises me. Cigar Magazine had an interview not too long ago with Tiffany Rumbo (who co-owns the mini-chain Club Humidor in San Antonio with her husband). Apparently, there are three locations they've recently purchased from her brother-in-law that are still named The Humidor that the're going to be renaming Club Humidor, and I have to believe this is one of them.

Anyway, from everything I've seen and read, they've really become B&M heroes by how well they focus their stores around the customer. The way you were treated really flies in the face of how she runs her places and, at the very least, you deserved an explanation.

I'd fire off an email politely explaining what happened, and ask for the reason why you were treated so ubruptly. I'd also mention that you want to do business with them, but want to feel welcome in a store you patronize. If it's one of hers, I'd be shocked if she didn't do right by you.

(I'd put Attn: Tiffany Rumbo in the subject line)

Good luck, brother. Let us know.

Thanks - that's probably not a bad idea. The main reason for this post was to find out if I was out of line. I had no idea if etiquette called for no pics of pipes in a tobacco store. From the responses here it certainly looks as though this was a very odd incident.

I'll let you know what happens. Who knows - maybe the guy who approached me and wigged-out didn't fully understand what I was doing...or maybe they really don't want pics of their pipes taken!

I'll follow-up with a response from them.

[Mad Hatter]

Originally Posted by la157m3

I understand your point of view; however, I was not taking photos of the shop, people inside, or anything like that. I held my phone up to the display case, about 3" away from the pipe I wanted, and took a photo. I did this 3 times so I could have my wife surprise me with a choice from the 3 I gave her.

This is a public business - open to everyone and everything. So what if I take a quick cell phone pic of something I'm wanting to spend $195 - $250 on purchasing? This is a rather substantial investment in a pipe and taking my time and taking a couple of quick pics of something I'm wanting to buy from them, to me, is NOT out of line.

If they had photos of their pipes on their web site, like many others do, then I never would have had to take a pic. But honestly, what's the difference between taking a couple of cell phone pics of a couple different Toro model lawnmowers at Home Depot or taking a couple of pics of a Stanwell pipe that I'm about to spend the same amount on as a new lawnmower would cost?

Should I not whip out my cell phone camera and snap a photo of a couple of recliners I'm going to buy from the La-z-Boy Gallery while I'm making up my mind of what style and color I want? I don't know - I still don't see the need to go ask a salesman on the floor if he "minds" if I take a pic of the merchandise I'm considering spending a few hundred of my hard earned dollars for.

It's a public place - it's a pipe shop - I'm trying to bring them some business, not trying to steal corporate secrets.

Yeah its a public place that's privately owned. Don't forget that B&Ms of all sorts are going belly up because they're being run out of business by online marketing that in many cases have better selection, lower overhead, greater customer reach and better prices. Would it be a leap of the imagination to think maybe you were shooting photos to go home and shop for a better price? I wouldn't ask a salesman to refer me to a shop with better prices, to give me a serial number so I could see if I could find a better price and or take photos of a product without asking permission and explaining why I wanted to do so first because all three are just plain bad manners. Just to cut this short and keep it polite, two wrongs don't make a right and IMO you were both wrong.

[Cigary]

Originally Posted by Mad Hatter

Yeah its a public place that's privately owned. Don't forget that B&Ms of all sorts are going belly up because they're being run out of business by online marketing that in many cases have better selection, lower overhead, greater customer reach and better prices. Would it be a leap of the imagination to think maybe you were shooting photos to go home and shop for a better price? I wouldn't ask a salesman to refer me to a shop with better prices, to give me a serial number so I could see if I could find a better price and or take photos of a product without asking permission and explaining why I wanted to do so first because all three are just plain bad manners. Just to cut this short and keep it polite, two wrongs don't make a right and IMO you were both wrong.

While you do bring valid points of view from the B&M perspective you leave out that a business lives and dies on it's performance to serve the consumer,,,not the other way around. The business owner drafts a plan in the way he conducts his business and if he assumes that we owe him a living then he has already been defeated. The business acumen suggests that you find a way to service the consumer and ways to make the consumer want to do business with you by giving great service and great product. When a consumer goes into a shop he is there to either buy or look and should be treated with respect and consideration so that if he doesn't buy he will come back because of that consideration.

The business owner is the one who should know better than to treat ANY customer with disrespect and if there is a breach of etiquette then take the time to talk with that customer in a private conversation and be polite and tell them what your feelings entail,,,not assume that every customer is coming in to "comparison shop",,,if that is something that is a problem then put up a sign so that people are aware of it. It used to said that the customer is always right,,,it was put that way so that the owner understands that it is the customer who pays his bills and not the other way around. Is it ok for a customer to disrespect the owner? Of course not but when you enter into the business vocation you understand the consequences of your choices,,,,that you will have to deal with "bad" consumers and you will have to deal with it in a professional manner or suffer the consequences of that decision.

[la157m3]

Originally Posted by Mad Hatter

Yeah its a public place that's privately owned. Don't forget that B&Ms of all sorts are going belly up because they're being run out of business by online marketing that in many cases have better selection, lower overhead, greater customer reach and better prices. Would it be a leap of the imagination to think maybe you were shooting photos to go home and shop for a better price? I wouldn't ask a salesman to refer me to a shop with better prices, to give me a serial number so I could see if I could find a better price and or take photos of a product without asking permission and explaining why I wanted to do so first because all three are just plain bad manners. Just to cut this short and keep it polite, two wrongs don't make a right and IMO you were both wrong.

Competition amongst business is what fuels capitalism and our society, Sir. So what if I my whole intent of being there was to shop prices? God forbid I compare prices between Lowe's & Home Depot over my next yard rake. Having said that, my posts clearly detail that I was not there shopping prices - I was shopping pipes. Spent time and gas to go there and spend money with them, instead I lost time and gas and they lost the sales.

And how in the world would prohibiting a picture of a pipe keep me from shopping and comparing prices anyway? Like anyone in their right mind couldn't walk in there, note that the Stanwell Majestic #365 costs so-n-so, then go compare at other shops or online?

Using your logic we should have to walk into a pipe shop, not look at the pipes or prices, and hand them $250 and hope we get a pipe we like. Ridiculous.

Let me say again - I was NOT shopping prices - I went in there to take a couple of pics of specific pipes for my wife to know which one to buy for me at Xmas.

Simple as that.

[MasonM]

Originally Posted by la157m3

I understand your point of view; however, I was not taking photos of the shop, people inside, or anything like that. I held my phone up to the display case, about 3" away from the pipe I wanted, and took a photo. I did this 3 times so I could have my wife surprise me with a choice from the 3 I gave her.

This is a public business - open to everyone and everything. So what if I take a quick cell phone pic of something I'm wanting to spend $195 - $250 on purchasing? This is a rather substantial investment in a pipe and taking my time and taking a couple of quick pics of something I'm wanting to buy from them, to me, is NOT out of line.

If they had photos of their pipes on their web site, like many others do, then I never would have had to take a pic. But honestly, what's the difference between taking a couple of cell phone pics of a couple different Toro model lawnmowers at Home Depot or taking a couple of pics of a Stanwell pipe that I'm about to spend the same amount on as a new lawnmower would cost?

Should I not whip out my cell phone camera and snap a photo of a couple of recliners I'm going to buy from the La-z-Boy Gallery while I'm making up my mind of what style and color I want? I don't know - I still don't see the need to go ask a salesman on the floor if he "minds" if I take a pic of the merchandise I'm considering spending a few hundred of my hard earned dollars for.

It's a public place - it's a pipe shop - I'm trying to bring them some business, not trying to steal corporate secrets.

Begging your pardon, sir, but you did ask opinions here regarding your actions as well as their actions, and yet you seem to wish to debate the very opinions for which you asked.

As I stated previously, yes the gentleman in question most certainly could have handled the situation better, but the entire thing could have been avoided with a bit of simple courtesy on your part by asking before snapping photos in a privately owned business. A business is private property, not a public place, even if it is open to the public.

Honestly, and again I mean no disrespect toward you at all, it seems that you are unwilling to even consider the possibility that you did anything wrong in this situation.

But then, opinions are like ...

[la157m3]

Originally Posted by MasonM

Begging your pardon, sir, but you did ask opinions here regarding your actions as well as their actions, and yet you seem to wish to debate the very opinions for which you asked.

As I stated previously, yes the gentleman in question most certainly could have handled the situation better, but the entire thing could have been avoided with a bit of simple courtesy on your part by asking before snapping photos in a privately owned business. A business is private property, not a public place, even if it is open to the public.

Honestly, and again I mean no disrespect toward you at all, it seems that you are unwilling to even consider the possibility that you did anything wrong in this situation.

But then, opinions are like ...

Touche, Sir, touche. You're right...