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Business Profile

Tobacco Wholesale

www.tobaccopipes.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Tobacco Wholesale.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 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:12/28/2022

    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.
    I am a customer from ******** *****.On Dec *******, I placed an order on their website with correct "Ship to" and "Bill to". The order number is #******.Goods value is ****** USD, handling cost as ****. I also prepaid ***** USD as international shipping cost.Tobaccopipes.com processed my purchase and shipped my package via **** with tracking # as UA467811960US afterwards.On Dec 25 2022, I tracked my shipment on ****.com but surprisedly found my package was in ******* and the destination was wrongly set in ******. I wrote a mail immediately to Tobaccopipes.com and ask to clarify.On Dec 27 2022, they wrote back as: "Good morning! I am very sorry for the trouble with delivery. It appears that your package was put into the wrong bin when it shipped."I couldn't accept it since there was no solution from them. So I clearly stated my needs in the next communication mail.On Dec 28 2022, they wrote back as in the attachment.The logic in this mail is ridiculous. I paid the goods and shipping cost, and I provided the correct mailing address. And now it's my fault because somebody wrongly sent my package.Also, they can only refund me when they receive the shipment back, and they will deduct 15% as restocking fee.My logic is simple as below:1. Find out who made the mistake.2. If it's tobaccopipes.com's fault (eg. stick the wrong address on the package), they shall refund the whole amount back to me including goods value, shipping cost and handling cost.3. If it's ****'s fault, tobaccopipes.com shall get the compensation from ****. And since I prepaid the shipping cost to tobaccopipes.com, they shall refund 100% with no other cost deducted to me as well.Looking forward to hearing from you soon.

    Business Response

    Date: 12/30/2022

    I show this order is an international order which would fall into our international shipping policy. Please see the policy below and let me know if you have any questions. 

    Here is the address we shipped to:

    *************************************************************** Road
    Hongkou District
    ******** , ******** ****** CN
    ***************

     

    International shipping is at your own risk. (Including Domestic Forwarding) Once the package leaves our facility we assume no risk. We dont know every areas laws and customs and leave it up to the customer. The customer assumes ALL the risk for the package. It is up to the customer to work with local customs and delivery company if any issues arise.
    We **** all customs forms with accurate contents and values. 
    By checking out, you are agreeing to not contest any credit card charges related to the package or shipping.
    TobaccoPipes.com is not responsible for any foreign fees, import fees, excise taxes, or duties incurred; fees will be the sole responsibility of the purchaser. In addition, any packages confiscated, destroyed, or held by customs are the responsibility of the customer and are nonrefundable. 

  • Initial Complaint

    Date:11/19/2022

    Type:Product 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.
    on 12th May 2022,I placed an order total ******usd on the online shop tobaccopipes.com.Then they shipped the parcel by **** first class package international service.But there is no tracking information updated since then.I send mails to the website service and ask them to contack **** to locate the parcel.But the website refused.**** is their local delivery company and only domestic sender can request or claim for the parcel.SO I think is definitely thesales responsibility to check with ****.If **** lost the parcel,the website service should file the claim and refund me.

    Customer Answer

    Date: 11/24/2022

    Adress:600 ****************,********,** 23223

    Toll:**************

    Mail Contacts:********************************

    website:www.tobaccopipes.com

    Business Response

    Date: 12/14/2022

    A refund has been issued back to the way the consumer paid. 

    Customer Answer

    Date: 12/14/2022

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

    Better Business Bureau:

    I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.

    Regards,

    **** ****



www.tobaccopipes.com is NOT a BBB Accredited Business.

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