Great customer service from Smokingpipes.com

[Cool Breeze]

So not too long ago I purchased a Rossi Vittoria pipe. I got it in and smoked it for about two months and enjoyed the pipe. It smoked pretty good.
Well the other day I was cleaning it out and tapped it lightly on the side of my ashtray. Now this is a glass ashtray, so it obviously wasn't very hard.
When I did, this happened.



Take a look at the dark spots in the briar where it broke.




Now this is a cheap pipe to begin with. I only paid like $38 for it on a sale they were running.
I wasn't sure how Smokingpipes.com would deal with it. After all, I smoked it for 2 months so I wouldn't have been surprised if they had said there was nothing they could do.

Not the case. They answered my email the very next day, telling me to send the pipe in for them to inspect.
I sent it in and got email confirmation that they received it.
The next day, I received an email apologizing for my trouble and letting me know that they credited my account for the price of the pipe, the shipping that I paid for that order, as well as shipping costs to send the pipe in for inspection.

Top notch customer service by Smokingpipes.com. Everyone is quick to post on the forums the second something doesn't go their way, so I wanted to give credit where it was due. They took care of me very quickly and were very personable and nice in their correspondence.

Makes me want to do business with them more in the future.

[cheaphumidors]

That is great to hear! I love hearing GOOD customer service stories. They happen all the time and yet we very rarely hear about them

[Haebar]

That is great customer service! Pipedivan sold me a Passatore Italian pipe that had a black finish about a year ago but I didn't smoke it until late spring of this year. After one smoke the black finish bubbled up into blisters. After contacting them, I sent it back to Ireland and they replaced it with a pipe that I wanted that was similar in price. I had a Peterson pipe that burned out on me within 2 weeks of first smoking it. I sent it back to their repair department in May of this year, hoping for a replacement. My emails over the last three months got no response until my email two weeks ago received a response; when they replied that they didn't have a record of receiving it. That was a great loss, but I think they should have responded to the emails that I sent them in May, June, and July. I had no idea whether or not they had received it or not. Peterson's customer service used to be excellent back in the early 90's when I sent back a pipe that developed a crack under the band and was leaking when I smoked it. After mailing it to them, they sent me a new Deluxe!

[Chad Vegas]

I'm glad they hooked you up! Luckily you got 2 months use for free.

[Cool Breeze]

I'm glad they hooked you up! Luckily you got 2 months use for free.

Went ahead and ordered another pipe last night.
I put some money with it and got a Savinelli Champagne Bulldog.
Never had a problem with a Savinelli (although the Rossi is supposed to be one of their sub-brands).

[Cool Breeze]

Here is its replacement.

[Bruck]

Great, tnx for sharing. Makes me want to send some business their way if I every buy tobacco again (am stocked for the distant foreseeable future)

[pdq_wizzard]

I'm glad they hooked you up! Luckily you got 2 months use for free.

I don't know about that, it was work getting it broke in before it broke.

[bluenoser]

They're my usual go to for north of the border shipping. Glad to hear about the great customer service.

[Pipe Smoker]

Glad it worked out for you. My experience with SmokingPipes has been good too. I've returned two (unsmoked) pipes with no hassles – I just didn't like them, in hand, as well as I expected.

And I love the fact that if they accept my tobacco order, they have stock on hand to fill it. They're not the least-expensive supplier, but their service is top-notch.