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Complaint Details
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Initial Complaint
05/23/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order (#*******) on 1/17/2023 from smokingpipes.com (SP), which is owned by Laudisi Enterprises **** I placed the order with all the correct shipping information and chose one of the shipping method they provided, without seeing any information about how uncertain this shipping could become. I paid for the order and shipping and it has been 4 months and it hasn't arrived. I have contacted them several times during waiting, but they refused to look into the issue even though the waiting has been unexpectedly long. Finally, on 5/21 I heard from them saying that the package was returned by ***** Custom on 4/6. I then contacted ***** Custom and found out the reason of return was due to incomplete information on the custom form. ***** Custom and ********** cannot reach out the the receiver for custom clearance and tax, since staff at SP didn't put the receiver's phone number on the custom form. I double checked with both bureaus and they told me exactly the same thing. I then reached out the *** asking for the refund for order plus shipping. They first told me I need to wait until they receive the package. Then they repeatedly state their policy that they won't refund the shipping under any circumstances, plus they will charge me for a 10% restocking fee. I told them that they messed up with the shipping form and they didn't take any step back. To sum up:First, they didn't specify anything about the s***** shipping method they provided. Nothing about lack of tracking or whatsoever. Second, I asked them multiple times to investigate the issue during the waiting time, but they refused to all of them. They only started it when it was long overdue. Third, they failed to input my shipping information correctly, which leads to package being returned. And they refused to take full responsibility and asked me to pay for their mistake. This is no longer poor customer service. They just don't respect me as their customer. I am sensing discrimination here.
Business response
05/30/2023
Hello *****************,
My name is *********************, and I am the **************** Manager at Smokingpipes. I am sorry to hear about the difficulties you have had with your shipment. I will do my best to find a satisfactory resolution for your issue. As our representatives have pointed out during our previous interactions, we do not refund shipping costs or waive restocking fees for orders that are returned to us because the recipient did not pay the duties that were owed. Due to the nature of the shipping method you selected, we are not able to track the details of your package while it is in transit and cannot determine the reason for the return until we have received the package. However, once the package is returned to us, if we are able to confirm that this error was a result of our failure to provide the recipient's contact information, we will gladly refund your shipping costs and waive the restocking fee. We will contact you upon receipt of the package and provide photo documentation of the shipping label at that time.
While the shipping method you chose is a reliable one that our customers use for hundreds of orders daily, we do have other shipping options available. If shipping speed and more thorough tracking are important factors for you, we recommend choosing one of these alternative options on any future orders.
If you have any further questions, please feel free to contact me directly via email at ******************************************.
Best regards,
Initial Complaint
08/24/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
No goods received, I suspect the website has not delivered at allBusiness response
11/16/2022
Business Response /* (1000, 5, 2022/08/29) */ Hello, I am sorry to hear about the trouble you are having with your package. I'll be happy to take care of this situation for you! Could you please email me at *************@smokingpipes.com so that I can collect some information to identify your order? Best regards, Steve M**** Customer Service Manager Smokingpipes.comInitial Complaint
05/05/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
My purchases from this company have not been received, this company does not handle lost packages, I am here to ask for helpThe controversial package has threeCustomer response
05/06/2022
***Document Attached***
See Attachment/File: 2022-05-06 ******Business response
05/11/2022
My name is *********************, and I'm the **************** Manager at Smokingpipes. Thank you for reaching out to us. I am sorry to hear that you have not yet received your package. We require more information to determine which order(s) you are referring to. Please comtact me directly at ****************************** and I will be happy to assist you further.Customer response
05/12/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
An email has been sent to communicate, waiting for a replyBusiness response
06/08/2022
***Document Attached***
I have contacted this customer and achieved a resolution. HIs funds have been returned to their account in the form of a store credit and he is satisfied. See attached email thread, as well as a screen shot of the credit balance in the customer's house account. .
See Attachment/File: About complaints at bbb.orgBusiness response
06/15/2022
I responded to the customer's messages to ******************** and had also had an email thread with him privately. We issued the refund to his house account and he was satisfied. The order numbers were *******, *******, and *******. The credits were issued 5/13 for a total of $215.84
****
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Get a QuoteCustomer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.