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Pipes and Smokers Articles

The Freeze Pipe

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pipes and Smokers Articles.

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:01/05/2023

    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 *******  On 12/12/22 I placed a order with the freeze pipe. I paid $69.95 for a product and even an extra $2.55 for "shipment protection". When the order was placed shipping said "5-8days". I understand that it was the holidays so I thought they were backed up. Fast forward to today 1/4/2023 and still no delivery. I reached out on 12/19/2023 for the status of my order, after seeing it still wasn't even shipped, and received an email 2 days later saying they were backed up. Then again on 12/27/2023 when the order still hadn't been relieved. That email still hasn't been answered. I visited their instagram page, and there are dozens of comments stating the the same exact experience I'm having. I thing there is something shady happening at this business and it needs to be resolved before more people get their money taken and nothing in return.
    Thank you
    ******* ****** 

    Business Response

    Date: 01/05/2023

    This was mailed new and on time.

    Customer Answer

    Date: 01/05/2023

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

    This was in fact never mailed. I have the tracking number information from usps to prove it. Usps is still awaiting the package. That screenshot is from 1/5/22 at 6:15 pm.
    See Attachment/File: ****************************************

  • Initial Complaint

    Date:12/31/2022

    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 purchased the product on dec 12th with promised delivery before Christmas. On Dec 15th a shipping label was provided by the company but as of yet there have been no updates and the shipping label is unable to be tracked by the carrier. Only when I mentioned making a complaint to the BBB did I get a response email stating they are closed and will respond after January 2nd.

    Business Response

    Date: 01/04/2023

    This was shipped new and on time.

  • Initial Complaint

    Date:12/21/2022

    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 made a purchase on their website on December 10, 2022. I checked the website a few days later to see the status of my order and I saw that a shipping label had been created on Dec. 14. I never received any additional information about shipping, and thus started sending emails to the customer service email address *********************************** on Dec. 18 asking for an update. I received no response to that email, nor did I receive responses to my follow up emails, sent on Dec. 20 and now twice today. I have also reached out to their Instagram page since the company seemed to be somewhat active on that platform. I sent messages on that platform starting yesterday, and have sent a total of 6 messages that haven't been responded to. I also called two phone numbers I found that are associated with this business (********** *** **********) and both ring once and then an automated "Your call can't be completed" message plays and the call ends. I finally took the step of responding to a comment they made on one of their own Instagram posts. The comment they made was left about an hour ago; I commented about 30 min ago. Still no response.

    Business Response

    Date: 12/22/2022

    This item has been shipped and the customer has been emailed

    Customer Answer

    Date: 01/04/2023

    ***Document Attached***

    I received my package on 1/3/23. Notably, I was told by the CEO of the company that the package had been "likely picked up" by USPS on 12/14/22, but when I checked my tracking information upon receipt, it was actually not sent out until 12/30/22. Just annoyed that I couldn't get a correct/true answer despite a lot of efforts to reach the company (the only telephone numbers I could find didn't work and I only received a response to my customer service email on 1/3/23). Overall unhappy with my experience here and will be making future glass purchases elsewhere.
    See Attachment/File: ***********************

  • Initial Complaint

    Date:11/07/2022

    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.
    Here Is Your Tracking Number For Your Freeze Pipe*******
    Inbox

    FREEZE PIPE **************************
    Mon, Oct 31, 9:08 PM (7 days ago)
    to me



    Thank you for ordering from FREEZE PIPE ! A shipping label has been created for******. Please note this tracking number was just created and will not initially be trackable until scanned in by the carrier.

    Shipped To:
    ****************************************************************

    Track your shipment:
    USPS **********************

    This shipment includes the following items:
    Item # Description Qty
    FP Freeze Pipe - Regular 1
    1 FP Bowl All Honeycomb Bowls - Bongs and Freeze Pipe - Freeze Pipe Bowl 1



    Thank you for your business. If you have any questions regarding your order, please contact at us at [email protected]


    3
    ************
    Sun, Nov 6, 6:07 AM (1 day ago)
    On Sun, Nov 6, 2022 at 6:07 AM ********************************* wrote: On Sun, Nov 6, 2022 at 6:05 AM ********************************* wrote: ARE YOU EVER PLA

    Business Response

    Date: 12/21/2022

    Business Response /* (1000, 5, 2022/11/07) */
    This was shipped new and ontime.


    Consumer Response /* (3000, 7, 2022/11/08) */
    (The consumer indicated he/she DID NOT accept the response from the business.)

    Search USPS.com



    USPS Tracking(r)
    Tracking FAQs
    Icon of a mailman Track Packages
    Anytime, Anywhere Get the free Informed Delivery(r) feature to receive automated notifications on your packages Learn More
    Remove
    Tracking Number:

    **********************
    Copy Add to Informed Delivery
    Latest Update
    A shipping label has been prepared for your item at 3:08 pm on October 31, 2022 in ORLANDO, FL 32824. This does not indicate receipt by the USPS or the actual mailing date.

    Pre-Shipment

    Shipping Label Created, USPS Awaiting Item

    ORLANDO, FL 32824

    October 31, 2022, 3:08 pm

    (The above was copied from the usps tracking page. What it says is On Oct 31 2022, a shippingLabel was created, USPS Awaiting item on Oct 31, 2022,3:08 PM)
    What it doesn't say is that the package was shipped
    beacuse it wasn't. It says that The USPS is still awaiting the package. (It was not shipped)

    This is the same excuse I've got from this company since day 1. THEY DID NOT SHIP THE ITEM!!!!
    THATS WHY I OPEMED THIS COMPLAINT!! Call the post office and ask them to track the package wit the tracking number **********************. They will tell you the same thing (That it wasn't shipped.)


    Business Response /* (4000, 13, 2022/11/21) */
    This item was shipped in new condition and appears to be delivered to the customer.

  • Initial Complaint

    Date:08/08/2022

    Type:Customer Service 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 from this site and only received half my order. I am missing $100 worth of stuff and they are not answering any emails they have no phone number, and they are ignoring me on all their social media sites. I just want what I ordered.

    Business Response

    Date: 09/07/2022

    Business Response /* (1000, 5, 2022/08/08) */
    This was delivered to the client in perfect condition.


    Consumer Response /* (3000, 7, 2022/08/09) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    I only received part of my order. As I stated I did not receive the Enail or dab accessories. I have attached proof to show this to be true. I paid the extra for this and need it sent please. It is not ok to charge extra then not send it. Please make it right. I have also emailed this to your customer service several times.

The Freeze Pipe is NOT a BBB Accredited Business.

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