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Pipes and Smokers Articles

The Freeze Pipe

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 26 total complaints in the last 3 years.
  • 8 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:01/24/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased a Freeze Pipe 1/15/2025 with 2-4 days expedited shipping which I paid extra for and I still have not received it. I paid $103.80 and was excited to get it. I've tried numerous times to contact them via Email and phone calls with no response what so ever. It feels like a total scam especially with the company not responding to any of my messages. The **************** is Horrendous and completely non-existent. This is the only thing I feel that I can do which is in my power. Not feeling confident in this company at all whatsoever.

    Business Response

    Date: 01/27/2025

    Hi, 

    We checked the tracking and are not sure what happened.  It looks like **** lost the package.  I asked the team to re-ship this order.  You should receive an email within the next 24 hours that will have the new order's tracking.

     

     

    Customer Answer

    Date: 01/27/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ***** ********

  • Initial Complaint

    Date:01/17/2025

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered 2 products from this company, paid for expedited shipping on the 4th of January. Both of my items are "lost" i have emailed their garbage customer support team everyday for a week with literally no response. Give me my money back you scamming thieves!

    Business Response

    Date: 02/01/2025

    Hi,

    I am sorry you feel so strongly that we did something wrong.  As I'm sure you can verify, both orders have been shipped and delivered to you:

    **********************************************************************************

    **********************************************************************************

     

    We also offer shipping insurance on all orders purchased on our website for free.  Both orders are eligible for the insurance.  *************** is the insurance provider and you can simply file a claim with your information.

    No scam here... You placed an order and we delivered it.

  • Initial Complaint

    Date:01/14/2025

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We placed an order for just a pipe order # ****** we then got another email saying they received the updated order, which has somehow disappeared. which included a bong which doubled the cost. My wife immediately emailed them and told them we did not order the bong, there was no update. She has sent a total of 4 emails and I have left a message and we have gotten NO response at all. We have however received both products well 3 we ordered an extra bowl as well. We have emailed to get a return started, but THEY WILL NOT RESPOND.

    Business Response

    Date: 01/15/2025

    Hi,

    My apologies for any delay on our response.  We've been backlogged and are working to catch-up. 

     

    If you do receive the additional product, I'm happy to have our team send you a return label to ship it back.

     

  • Initial Complaint

    Date:12/31/2024

    Type:Delivery Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Ordered an item and recieved a completely different and lesser item. Attempted to reach out twice no response

    Business Response

    Date: 01/02/2025

    Our customer service team has already reached out to address the issue.

     

    Thanks,

    ****

    Customer Answer

    Date: 01/02/2025

     
    Complaint: 22752720

    I am rejecting this response because: You have not responded to either email inquiry or ******** messenger attempt. I wish to get this resolved, please reasons to ***************************************

    Sincerely,

    ******* *****

    Business Response

    Date: 01/03/2025

    Please check your spam to find our email

    Customer Answer

    Date: 01/03/2025

     
    Complaint: 22752720

    I am rejecting this response because: my spam folder holds nothing from you other than promo offers. Attached is a screenshot of proof. Feel free to attempt contact again..

    Sincerely,

    ******* *****

  • Initial Complaint

    Date:10/31/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered multiple items from the company but did not receive everything that I paid for. I have called and sent emails, but they do not respond.

    Business Response

    Date: 11/14/2024

    Hi,

    Feel free to email me directly what was missing from your order - *******************************************************************.  I'm happy to try to solve the problem.  Our customer service is a few days delayed so we are trying our best to get back to everyone quickly.

     

    ****

  • Initial Complaint

    Date:08/26/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a product from the company freeze pipe, after 8 months it just started leaking for no reason, I asked them to collect the product, examine it, to see the defect in the product, see if this is just a one off or a problem that needs to be addressed, they are unwilling, basically calling me a liar and that their product is not defective, and only offered a 40% discount on a new on. After asking why I would spend more money with a company that does not stand behind their product, she said it was not her responsibility to come to my house and inspect the product, and that they stand behind their product 100% enough to know that there is no defect in the product, and was extremely rude about the whole situation.. it is through online customer service because when I call it goes straight a a generic voicemail and nobody has called me back.. I just want this defective product replaced that's it, I really enjoyed it before it started leaking, and they are just giving me the run around

    Business Response

    Date: 08/27/2024

    This is a glass product that we cannot insure how customers use over 8+ months.  It is unrealistic for a customer to believe we offer free replacements perpetually.  

     

  • Initial Complaint

    Date:08/21/2024

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order with this Company just under $200, and never received my order. When I contacted the Company I was sent a photo of the delivered package, that wasnt my house. Theyre giving me the runaround and are not available to call. No verbal customer service is available.

    Business Response

    Date: 08/21/2024

    Hi,

    Our customer service team responds to all issues in a timely manner.  It sounds like you had an issue with **** and not Freeze Pipe.

  • Initial Complaint

    Date:07/18/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed the order and paid for better shipping, no response to any emails and when I call the customer support line it's disabled but I'm calling during business hours. I ****** reviews and there's a lot of reviews on this same problem. At this point I just want a refund after no contact and them just stealing my money...

    Business Response

    Date: 07/18/2024

    This order was placed within the past 6 days.  We plan to ship the order by this Monday.

     

    Customer Answer

    Date: 07/18/2024

     
    Complaint: 22008349

    I am rejecting this response because:
    You were completely **** no one there to answer phone calls nothing. Now after I filed you wanna act professional, I'm not gonna support your business if your nit gonna reply to emails nor take phone calls during your stated open phone hours. Also multiple items I ordered are now out of stock sense I placed my order so they can't even fill the entire order. I want an entire refund.
    Sincerely,

    ***************************

    Business Response

    Date: 07/22/2024

    It appears you were already refunded.  Sorry for this.  We are a small business based out of *******, ***  We try our best to deliver orders in a timely manner.  Sorry we couldn't deliver the order in a reasonable timeframe.

    If you ever wanted to consider trying us, I'd be happy to offer a significant discount.  Feel free to email me directly at **************************************.

     

    ****

     

  • Initial Complaint

    Date:02/15/2024

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am filing this report to bring attention to the egregious business practices of The Freeze Pipe. My experience with them has been nothing short of appalling. Upon receiving a package from them, I discovered that two items were missing, and the one item I did receive was defective and rendered non-functional.Despite reaching out for assistance, their response was not only unhelpful but also remarkably rude. It is deeply concerning to encounter such blatant disregard for customer satisfaction and basic decency.Furthermore, my investigation revealed a pattern of unethical behavior and misleading advertisements, particularly on platforms like ********* This consistent misrepresentation is not only damaging to consumers but also reflects a profound lack of integrity within the company.In light of these troubling findings, I urge the Better Business Bureau to take swift and decisive action against Freeze Pipe. Consumers deserve to be treated fairly and honestly, and it is imperative that businesses adhere to the highest standards of ethics and professionalism.

    Business Response

    Date: 03/01/2024

    This was shipped new and on time.

     

     

  • Initial Complaint

    Date:01/11/2024

    Type:Delivery Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered something in December and they claim that there behind yet all I get is robot emails and not shipping info. Either ship my product or refund me.

    Business Response

    Date: 01/12/2024

    This was shipped new and ontime.

     

    Customer Answer

    Date: 01/12/2024


    Complaint: 21126914

    I am rejecting this response because: still says pending never received item nor a tracking number. Only a bunch of emails stating your behind on order blah blah

    Sincerely,

    ***************************

    Customer Answer

    Date: 01/12/2024

    Clearly they even state it hasn't been shipped and this was from 1/12/24

The Freeze Pipe is NOT a BBB Accredited Business.

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