Complaints

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.

• Initial Complaint

  Date:05/26/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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: May 17 Business committed to provide: a 14 day money back guarantee on unused, undamaged pipes. Nature of the dispute: After back and forth correspondence about the purchase of new pipes, business abruptly stopped answering all emails without explanation since 13 days ago. After purchases totaling $2293 directly from website, business refuses to respond to email requesting return and verification of return address. Based on this, the business appears to have no intention of resolving the issue of the refund of these purchases. As such, the business is refusing to honor their explicitly stated terms of sale, which include a 14 day money back guarantee.Exact Return Policy as stated on my shipment information: "14 days for unused, not smoked, not damaged goods. "The goods I'm trying to return meet all the criteria of the Return Policy.

  Business Response

  Date: 06/12/2023

  Dear Better Business Bureau,

  Thank you so much for handling this complaint. 

  This customer *************************** has been placing very large orders and returning all items back since February 02, 2023. He has been ordering suspiciously high quantities and the most expensive items his first order was 8 pcs. at. time and all large orders for around $2000. He receives the items and he says he didn't like these and he returns and we issue his refund as you can see at the attached documents. 

  The order he is complaining about is his 3rd, 4th and 5th orders and returns to our company. ****************** knows our return address very well and we issue his refund right after we receive and inspect the return items from him. 

  We are always in good communication with him. ****************** asked the return address to me but at the same time ***************** had retuned his previous 2 orders to the same address as well in previous moths. At his first return he bought and retuned 8 items for $1755 and at his second return he ordered and retuned 1 item and full refund issued for $240.99. He knows the return address very well, our address writes on the packing slip and on the invoice. Our address is clearly writeen at our website since we started this online business.  

  At his most recent purchase he purchased 6 most expensive, *** premium brand smoking pipes,  these are the highest end items from our store. He suspiciously placed 3 orders in one day totaling $2,295. He placed these orders on May 17 2023 and we shipped his all 3 orders in same day by *** ******************.

  He received all his orders in one box on May 25. Next day, on May 26 he sent me an email and asked for the return address which he returned many pipes before. Our address is on the invoice and our address is posted at our website too. Because of my international travel and time difference I received his email during weekend it was not possible to answer same day. Also it was a long Memorial Day weekend. I responded his email on May 31 2023 by writing our return address even he knows our return address and he did return 9 items before. Please see the attached email communication between me and ******************. All these communications are perfectly on time and they are how a good customer support has to be as all we can agree on. 

  I believe ****************** had missed some of my emails and he thought I am hiding the return address from him and I am trying avoiding his return by not responding and delaying his return, spending/wasting from his 14 days return time. 

  Please ready our email communication and please witness the good faith I showed to him. I wrote my return address twice, one on May 30 2023 right after the Memorial Day weekend and after 1 (one)  business day he first told me that he want to return the pipes. On June 5 he said he didn't receive the return address for weeks this is not true, I sent him the return address on May 30 only one business day after he wanted the return address.

  On June 5,  I sent him my return address again with an apologetic email even I sent my return address previously on May 30. I am always so polite ****************** as I am to all my customers. 

  He have been in online business since 2008 and customer relations , their satisfaction, happiness is our #1 priority we are always very polite and helpful to our customers. Please read: ********************************************

  We received his return of 3 separate orders, 8 items in total and $2,295 in total. value This was the 3 rd time he was placing an extremely large order and returning them all back. 

  After we received his all 3 returns we inspected them all and we issued a full refund for all 3 (three) orders he placed, order numbers; #*****, #*****, #***** and I politely told him that the returned pipes are received and his 3 separate refunds are issued and it may take up to 7 days for him to receive the funds back because it is kind of industry standard for payment processing companies to fund back the buyer's credit card. He knows that his refund was issued. Please ready my email communication with him on June 10 2023. 

  I have always been in communication with ***************************. All of our communication with ****************** is on time and I do not see any delays, I do not see and lack of communication with *******************He has been buying 15 high end most expensive items from our store and he has been returning all 15 items back, we are still willing to work with him patiently since February 2023. We believe he will be a customer of our store one day.   

  I believe ****************** is missing some of my emails I sent to him as you can see from our email communication report. 

  I appreciate if your institution can resolve this communication issue with  ****************** and advise to follow his emails. Please try to explain our company's good faith and willingness to work with him and I appreciate if you can try to explain our good customer service. 

  Attachements: 

  1. eMail communications with *************************** and *********************;

  2. Proof of on time Refund - Screenshot of PayPal Brain Tree payment processor showing the refunds we issued for all his most recent returned 3 three orders. 

  3.Our website's report from admin panel showing *************************** has purchased 15 expensive items from our store since Februay 02 2023 and he has been returning all 15 items back, we did not ask any restocking fees from him and mostly we paid for the shipping to ******************* 

  I can happy provide any additional document or any other evidence if it is required. 

  I will be more than happy to answer if you have any additional questions on this issue. 

  Sincerely yours, 

  ***** ***** 
  
  

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

  Customer Answer

  Date: 06/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  
  

  Customer Answer

  Date: 06/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************