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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

  • 25 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/04/2024

    Type:Order 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.
    Date of Transaction: 12/04/23 Amount Paid: ****** Issue: ordered two items from this company, but only one had been shipped, with the invoice listing both items were supposed to be in the same package. Resolution: *************** regarding this issue 12/18/23, they responded shortly after promising to send out the missing item and that they would let me know when it had been shipped out. I emailed again 12/27/23 with no response, as well as on 12/29/23, 01/02/24, and 01/03/24, all with no response. And there is no number listed that I am able to call.

    Business Response

    Date: 01/04/2024

    This was shipped new and on-time. 

     

     

    Customer Answer

    Date: 01/04/2024

     
    Complaint: 21097098

    I am rejecting this response because:

    Yes the item that was shipped was new, and delivered on time. But I ordered TWO of the same items and I only received one. 

    Sincerely,

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

    Business Response

    Date: 01/22/2024

    One order appears to have arrived and the other is tracking currently.  you should receive it soon.

    Customer Answer

    Date: 01/22/2024

     
    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:04/17/2023

    Type:Product 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.
    Ok I bought this pipe on 02/21/23. It arrived i believe 3 weeks later Which was around 3/10/23 (On or about). So I used this pipe 4 maybe 5 times at the most after I received it. I also cleaned it after every time I used it, now take into account that I only smoked this pipe at night before bed to help me unwind and relax. So before cleaning I would let the entire pipe stay at room temperature so the GLYCERINE COIL would be at room temperature before it was ever exposed to cleaning solution or water. (Now grant it the FREEZE PIPE Website more or less says you con clean it when frozen I just wouldnt do that, I waited for it to normalize to the environment).

    What happened was, I was rinsing out the GLYCERINE COIL when just all of a sudden a I heard a Slight "POP" Noise and noticed a piece of Glass sitting in my sink. (I have a Picture that shows it popped from the INSIDE OUT Meaning the GLYCERINE section of the Coil and the way the Glass was broken shows it went from the INSIDE OF THE COIL Not the outside of it.

    This happened on or about April 6th or 7th in the morning around 830AM. The reason I know it was one of those 2 dates is because I gave their Customer Service Dept an allowance for the Easter Holiday and figured they would respond within a week. Well after 10 days and NUMEROUS PHONE CALLS EMAILS TEXTS And SO On , Not one word or response.

    THIS IS UN ACCEPTABLE

    Business Response

    Date: 04/18/2023

    This product was shipped in new condition to the customer in a timely manner.  IT sounds like the customer damaged the product after receiving.

    Business Response

    Date: 04/18/2023

    This order was shipped in new condition.

    Customer Answer

    Date: 04/18/2023



    Complaint: ********



    I am rejecting this response because:

    so what it shipped "NEW"  The COIL BROKE FROM THE INSIDE OUT --- That is am  DEFECTIVE PRODUCT  So  yyou shipped a "NEW"  DEFECTIVE COIL

    I stand by my previous statements I want communication from the Company and a "NEW" But NOT DEFECTIVE COIL  My god does your company respond to Phone Calls Emails or texts because I have received NOTHING from them about this issue



    Sincerely,



    ****** *****

  • Initial Complaint

    Date:01/24/2023

    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 a product from this company in November. It was never received. I have sent numerous emails and made countless phone calls. I have received nothing but automated emails stating someone will get back to me with no response I also received an email from their "insurance company". It shows claim started but they will not return my phone calls or emails.

    Business Response

    Date: 01/24/2023

    This was shipped on time and new.

    Business Response

    Date: 01/26/2023

    This was delivered in new condition.

    Customer Answer

    Date: 01/26/2023

    Complaint: ********


    I am rejecting this response because:

     Business response is clearly false. They are not even trying. Responding with one sentence, a false claim! Hade it been delivered I would not be going through this. Where is the delivery confirmation? Product never received!


    Sincerely,


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



  • Initial Complaint

    Date:01/19/2023

    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 a gift online. There was no shipping information provided after 3 business days. You are obligated to download the “Shop” app in order to view your shipping information, if any, it is the only way to view shipping. The company responded on the 4th day with shipping information which has yet to change to this day. They have not responded to recent emails and after looking at reviews, I have deduced, they are conducting poor business. The package was estimated to be delivered 1/13/23, and as of now, UPS hasn’t even received the parcel 1/18/23.

    Business Response

    Date: 01/19/2023

    This has shipped in new condition.

    Customer Answer

    Date: 01/20/2023

     

    Complaint: ********



    I am rejecting this response because: This company has to be pushed to extreme measures to communicate after they’ve already failed to deliver. This company cannot be trusted. I do not trust it.



    Sincerely,



    **** ******

  • Initial Complaint

    Date:01/18/2023

    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.
    Order in the amount of $323.84 made 12/19/22.
    Shipping label created 12/20/22 with FedEx tracking number ************.
    No further movement has happened. I can't get a response from their customer service other than a couple automated emails that are useless. I've emailed multiple times and called their, only, none working phone number.

    Business Response

    Date: 01/18/2023

    This order was shipped new to the customer.

    Customer Answer

    Date: 01/19/2023



    Complaint: ********



    I am rejecting this response because:

    As you can see in the attached photo a label was created but they have given my order to the shipping company. It's been in this status for a month now.


    Sincerely,



    ****** ****

  • Initial Complaint

    Date:01/16/2023

    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 from from them on the 29th of December, 2022. I have since messaged them several times to inquire as to why my order still says "pre-shipment, shipping label created, **** awaiting item". They've always taken my money which was 92$. The only reply back from them I got was a copy and paste email saying they received the email I sent to there customer support and that is it. It seems as if they're scamming people, as there are several other people all across there social media and other forums saying the same thing.

    Business Response

    Date: 01/16/2023

    This was shipped new and ontime.

  • Initial Complaint

    Date:01/11/2023

    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.
    On 01/04/2023 I ordered a glass pipe, a cleaning kit and an additional bowl head with express 2-4 day shipping for $133.75. They billed my card on 01/05/2023 and supplied a tracking number the same day. As of 01/11/2023 that tracking number shows that the shipping label has only been created and not shipped. After sending multiple emails due to no phone number being listed and getting no responses, I checked social media and found many others with the same issue.

    Business Response

    Date: 01/11/2023

    This was shipped ontime.


    Business Response

    Date: 01/14/2023

    Our logistics team was backlogged.  We have been working to catch up on shipments.  This order has shipped to the customer.

    Customer Answer

    Date: 01/17/2023

     

    Complaint: ********



    I am rejecting this response because: as of 01/17/2023 this tracking number

    ********************************************************************************** *hows that this order is still sitting in their facility and they still refuse to respond to emails and their phone number is deactivated.

    Sincerely,



    **** ******

  • Initial Complaint

    Date:01/09/2023

    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.
    Placed order with this company 18 days ago. They will not ship my item or respond to message. If you go on Instagram others are having the same issue. Please help me as I feel like they stole $286 dollars from me and didn't deliver my order.

    Business Response

    Date: 01/10/2023

    This was shipped brand new

    Customer Answer

    Date: 01/10/2023

    (The consumer indicated he/she DID NOT accept the response from the business.)

    This is a lie. The item was never shipped. Please see screenshots below that I just took on 1/10/22 at 6pm EST. This company is a scam. They already have an F rating from your bureau.
    See Attachment/File: Screenshot_20230110-180545_Chrome

  • Initial Complaint

    Date:01/09/2023

    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 purchased a Freeze Pipe bubbler on 12/13 and have not received the product. I see numerous complaints here stating the same, though Freeze Pipe seems to answer with a standard "already shipped/delivered" response. I have contacted cust. service 3 times. I am willing to wait, but I want a response from a human.
    I have spoken with my bank and it is now allowable to cancel payment (take money back from Freeze Pipe). I don't want to do this as I'd prefer the product (and a response).
    Tracking has shown "label created" for 2 weeks, but no shipment. When Freeze Pipe responds to others who have had this problem and say the order has been delivered, isn't the lack of tracking info (delivery, etc.) proof that they have not sent it?
    Oh, and their phone number does not work.

    Business Response

    Date: 01/09/2023

    This was shipped on time.

    Customer Answer

    Date: 01/10/2023

    (The consumer indicated he/she DID NOT accept the response from the business.)

    This is a standard response given to all complaints re: shipping and not receiving an item. Will continue to pursue.

  • Initial Complaint

    Date:01/08/2023

    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.
    Date of Transaction: December 25th 2022.

    This company has not responded to a single email from not only myself but their large social media following. This company has not shipped my product even after having purchased 4-5 business day shipping. It has been well over 2 weeks. I have not received a single updated detail on shipping. My product has waited over 2 weeks to ship. With not customer support from this company it has become a bigger hassle than what it's worth. This company is entirely unprofessional and needs to be fixed from the top by it's leadership. This is not how a company who sponsors multiple social media outlets should conduct buisness

    Business Response

    Date: 01/09/2023

    This has been shipped already

    Customer Answer

    Date: 01/10/2023

    ***** ******

    2:47 PM (19 minutes ago)

    to me



    Good afternoon, this company has said they shipped my product but I have no received any updates or tracking information. I will now be filling a report with my credit card company to get my money back

The Freeze Pipe is NOT a BBB Accredited Business.

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