Have spent thousands with them over the years, I USED to get great service. Now its turn to garbage. It used to be automatic that IF you placed your order before a certain time, it WOULD go and since I always used USPS Priority, I would always get within two days. Now, my last two orders have spent the first days "Processing". The first time, I get it., but two in a row, don't bother. They said they were having massive warehouse issues??!! Are you kidding me??? Stay away, since Cigars International took over, this is the wrong place to shop. Go to Pipes in Florida or better yet, Smoking Pipes.com in S.C is great too. They used to be okay, now they just screw your order up and make excuses. STAY AWAY!! Their service is no more! read more

ordered on theThursday 29th of September 2022 it is now the 5th of October I still have not received my tobacco for my pipe. I paid $40 for shipping to have it on the 1st. still has not shipped out. read more

Shipping is slow as Christmas Took them 12 days to return an email. Tried to call about 20 times.

God why didn't I see the reviews of this place before buying. I'm new to pipe smoking and honestly was looking forward to getting some tobacco to try and a second pipe. However I got a poorly package box with the right tobacco and the wrong pipe.. called to get the right pipe and was hit with sarcasm and passive aggressive remarks from a costumer service rep. Like it's my fault?? Great start to the hobby. read more

They stiffed me an expensive cigar and their so-called "service" does not exist. I never heard back from them after many attempts to contact them. I will never order from them again. I don't write reviews but felt I had to warn others. read more

This place has attractive prices but dreadful customer service. After being a loyal customer, spending hundreds of dollars over the years, I purchased some pipes for my husband that were defective, The pipes burned out is a very short time indicating they were not made of briar but some softer wood (I discovered they were apparently made from sawdust, glued together). I attempted to return them but was refused a refund on the grounds that I had smoked the pipes. OF COURSE, they were smoked them, THAT'S HOW I DISCOVERED THEY WERE DEFECTIVE. I can understand a no return policy if the customer just does not like the purchase but that was not the case. These pipes were defective junk and I was out almost a hundred dollars because they would not accept a return. Consequently, I STRONGLY recommend you shop elsewhere. Some of the products this merchant sells are defective and unlike a responsible merchant, they will not stand behind what they sell. In short, you can't know what you buy is any good and there's no recourse if it's rubbish. DON'T SHOP HERE. read more

I have previously ordered tobacco and it was a hassle. My order did not arrive and when I called they said it was "out of stock". They should have called right away when they learned of the delay. Call me stupid, I decided to try them again for a tobacco order, their catalog prices, that the send me, seemed good. They required . information besides my address and credit card info. Now i am on their e-m list!!! On my recent order, i got an order confirmation but NO tracking #, instead they required me to fill out a form to get tracking information. it was to onerous for me so I called customer service. Instead of a simple answer to a simple question, I got a dozen questions required to get the tracking #. it was too much, I asked to speak to a manager, a woman named, Katlin? answered. She said it was Company Policy to get all the information in order to get my tracking # which should have been on my order confirmation. I suggested that Company Policy which makes it difficult to buy and receive customer service is probably not the BEST policy. She apologized repeatedly but would not bend. I finally relented and gave her the many answers she required. Finally a complex answer to a simple question... When I commented on the shipping cost, adding 32.4% to the total cost, for less than 2 pounds of tobacco shipped Economy!! she said shipping was free for orders OVER $99. Reputable companies are including shipping costs to avoid the appearance of gouging and adding higher, hidden prices to their products. So much for lower prices!! read more

Update: I did finally get the pipe. Not a smoking pipe for sure. Too small. Too fragile. So here it sits. A reminder that you don't always get what you pay for. read more

Have been a customer of P & C for about 10 years with prompt shipping and good customer service UNTIL December 2019. That order took 3+ weeks to arrive - and after sitting at UPS for an additional 4 days I finally went to UPS and picked it up. Thinking this was a fluke situation, in January 2020 I placed another order - big mistake! My Captain Black pipe tobacco sat on a St. Louis parking lot for nearly a week after spending two weeks + to get there. I called Customer Service and spoke with Lorene at which time she agreed I should return the order and P & C would issue a refund as the tobacco would probably not be acceptable with all the exposure to temperature extremes as was my previous order (that tasted real bad). I received a return mailing label from P & C and shipped the order back to them. P & C signed for the order which they received at 11:48 a.m. on February 3, 2020. As of this review, and two phone calls to them, they still have not issued a refund. Not the way to run a business. Three weeks and no refund of my $95.41. Guess I will just have to go elsewhere to buy smoking supplies as P & C is no longer acceptable. read more

NO! AND I MEAN NO! DONOT LET these crooks take your money. I ordered 28 oz of jester pipe tobacco, I paid $30 plus shipping for dry non smokable tobacco. When I opened one of the bags, the tobacco felt like sand paper. Dryed up pipe tobacco. Stuff smelled like it was sitting in a basement , moldy and mildew smell. I tried to contact the company for a refund, after 2 weeks of sending emails, and calling the company leaving messages about how thier tobacco is dry and could I have a refund, I decided to expose them. They are CROOKS BUYER BEWARE! They don't return emails or phone calls. If you have a complaint, forget it ,they will never get back to you. That's over $40 bucks I paid for GARBAGE. You buy from them, its like throwing away your money in the trash, that's where the tobacco is. IDIOTS NEED TO GO OUT OF BUSINESS. SCAMMERS! read more

This has to be the worse business to do business with. Photo verification must be provided AFTER you have done shopping and entered your financial information. Furthermore they won't respond to your emails so you can be verified. I sent my photo identification to be verified and they have not responded back. It's been 4 day's and I have no idea if the order is even going to go through. I don't recommend ordering anything from them, only walk-ins. read more

Well, I tried to send a business associate some cigars as a gift and it turned into such a giant hassle that I ended up just cancelling the order. Based on federal regulation and Pipes and Cigars polices I would recommend not wasting your time. Probably more meaningful to present them in person anyway... read more

Horrible Customer Service. Although they responded quickly to my email, they basically said, "tough luck, we're too lazy to correct the shipping address," even though the order hadn't even gone out yet. Then "Katie S," their customer service pseudonym, suggested I just place another $100 order as a solution. Bottom line, I may never receive the pipe or tobacco I ordered from these clowns. However, I can tell you without a shadow of doubt that I will never place another order with them again. Also, it would be great if they'd stop sending me junk mail! read more

I tried calling this company several times over the months for product advice and have not been able to get anyone on the phone, being on hold for 45 minutes and gave up. On 11-18-2020 I ordered on line a $111.00 worth of products paying with my CC and paid extra for UPS Prime with a statement that product would arrive in 2 or 3 days. This is 11-27-2020 and no product arrived as of yet, I have been calling them for 4 days and was not able to get anyone to answer. I have called them over the last 2 months several times and never have been able to get anyone to answer. The stupid thing is their on hold music describes their great customer service and how they encourage their employees to take as long as they need to wait on customers. The trouble is I do not have an hour to wait on hold. I have also used their contact Us feature twice and have not heard from them. I will no longer be using their service. Don L read more

Horrible Business Do Not Buy Here I ordered with them on several occasions without any problems. But the last order was handled very poorly. I ordered Red Lion Cheroots and some other cigars. The cheroots would burn only on one side of the cigar. I have never seen a cigar that would do this. I figured that it was just the first cigar and the others would be better. I smoked 4 and all 4 did the same thing. So I figured these need to go back. Im not about to smoke 50 cigars that dont burn properly. I called and spoke to Tiffany. She said that returns only applied for 1 smoked cigar out of a box. I laughed and said "how are you supposed to judge a box of cigars based on one bad cigar?" After speaking to her supervisor they agreed they would refund my money. So I got an RMA number and shipped the cigars back AT MY EXPENSE. That was two weeks ago. I called up and spoke to Sal and he said they had no record of the return yet, but that they were so backlogged (hundreds everyday!) with returns that it could take as long as 2-3 weeks before they get to my return. Unbelievable. Then Sal asked form my tracking number, which I didnt have handy. So then he says "we need the tracking number to see where it is in our system". What a crock that is. Chances of me finding the post office receipt with the tracking number are pretty slim I told him. So then Sal goes on with this rant about no tracking number and we can't help you. I told him that I would write the whole thing off as a loss and find some other place to purchase cigars. DO NOT DO NOT DO NOT, EVERY PURCHASE ANYTHING FROM THIS MIKEY MOUSE OPERATION. FIND YOU TOBACCO PRODUCTS SOMEWHERE ELSE. YOU HAVE BEEN WARNED. read more

Placed an order on 4/12, paid an extra $10.99 for 3 day shipping. Receive the invoice via email, ten days go by nothing happens. Zero communication. Send a message to the company asking to cancel the order or if it already shipped refund shipping costs. Crickets. On 4/27 get an email notifying me my order has shipped. Ups tracking says item will arrive 5/05, shipped on a Monday 3 day and eight days for delivery! Sent another message to customer service. No response. Call customer service during business hours and recording says call back during business hours. I fully understand that things are way different during this pandemic lock-down, but it's really not that hard to send an email letting your customer know whats going on. It's not like 90% of the US population smokes pipes and cigars and are actively hording. Do your job or shut it down if you can't...or try answering your emails to let your customers know what's going on. Keep in mind it is the great pandemic of 2020, so maybe I'm just a dick or something. read more

I have never had a problem. I order about once a month, I try something different if my usual ones are out of stock. Great price & selection. read more

pipesandcigarscom (parent company cigars international) It is no technical 'glitch' rather a return to the same experience of their Cigar International Style Customer Service Days. Does not matter how many times they change the name they always return to their old ways, seems they just cannot help themselves or apparently the customer. Did I mention the whole 'Warhorse' marketing scam? Just average tobacco with casings to hide the fact combined with a slick marketing campaign. Also, when you buy 'Bulk' or from their 'My Blend' Service check the weight when the package arrives, someone just might have big heavy thumbs hitting the scales during packaging. Worse company ever to get involved with! *One Star because there is no GRAVITY-LIGHT SUCKING BLACKHOLE option. Go Online to view all the payments received, shipments never sent, plus so much more just wrong with this company! read more

I will no longer use Pipes&Cigars as a source of materials for my hobby. They seriously screwed up their Esoterica drop. I know of dozens of people who's orders were cancelled, mine included. I was given conflicting reasons for the cancellation and others had the same issue. For their screw up, they offered people a $5 off next order coupon. Considering the money people are willing to outlay for Esoterica, it was a condescending and insulting gesture. I'm cutting ties and advise others to be wary if you continue to use them. read more

Simply the worst!!! I too, like many who already posted on here, have spent thousands on them over the years. My most recent order came in partially filled even though I had a confirmation email for all the amounts I ordered being in stock. So I decided to call them (5/20/2017) to either find an alternative tobacco to fill the partial order that shipped or to return the partially shipped one altogether. The female person I spoke with gave me the usual excuses about limited quantities, system glitches, and warehouse shipping issues. She then found issue with my account having been created in my middle name (the name I go by) where as my billing and shipping was in my first name (to match payment form.) At no time was she interested in helping find an alternative solution to my initial issue but instead looked to find an issue with me. Even after explaining my name and my frustrations with my recent order, she made no effort to remedy the situation and essentially left me with a - like it or leave it. My frustrations immediately clouded the fact that I needed to secure a shipping return and I ended the call before my head exploded. After realizing I didn't arrange the return, I called back and spoke with someone new. The new person initially was polite until she had brought up my account. She actually paused in mid-sentence and was silent. She then commented "Aaaaaa" before pausing again only to tell me that my account had two names on it and that was an issue. She then hung up on me before I could say a word. (Clearly, notes were attached to my account which explained the long pause and prejudiced response.) When I called immediately back I got the automated message about store hours. This is unexceptable and any company who threats its customer base this way loses them. Problem solving, critical thinking, being polite, good communication skills and understanding that some people go by their middle name must not have been covered in the hiring process for their customer service reps. I still haven't received a refund for the balance of what was not shipped nor a shipping label to return the partial order that was. No response to the customer service complaint I submitted and I don't anticipate a phone call from them either. I would actually pay slightly more for good service and a company interested in its customers. Everyone should check out smokingpipes.com or tobaccopipes.com. This is where I will be spending my extra money for now on. Vote with your dollar!!! Spend it somewhere else!!! read more

Anytime I place an order it takes literally MONTHS to be fulfilled. Do not trust what they say about their system being fixed. I still have one order from MARCH (Now June 14th) and one from May they have not fulfilled. NO COMMUNICATION EITHER. Non existent customer service, good luck getting ahold of anyone. Never again ordering from them, you should do the same. Use smokingpipes.com!!!! read more

Order came after a week , box was partially open on bottom because warehouse never taped the bottom of the box they just folded it in. So 1/3 of the order was missing. Very disappointed since some of the order was a gift for my son overseas. Called Customer Service, hold was long but they took care of the shortage and sent replacements. Very happy with their taking care of the problem. Will order again, and insist they tape the box better LOL. read more

Early last week I placed my first order with this company, and the experience was great. Fast shipping and it arrived before I expected. Late last week I placed my second order. A double the price order. Two days AFTER my order should have shipped I received an email claiming that my age couldn't be verified. I looked up their number immediately and put in a call. After a few minutes of repeating my billing/shipping info with the lady on the phone, she says she was Able to get me verified. I asked if I had done anything wrong to cause this issue and she said no. No explanation as to why they couldn't verify my age the second time. I.was not required to send a copy of my ID. Anyway, the order still hasn't shipped, though the money was taken out of my checking account as soon as the order.was placed. I ordered some stuff strictly to bring with me out of town in a couple of days. It still hasn't shipped, so there's no way it will arrive on time. This defeats the purpose of placing the order. You would think since they screwed up that they would expedite getting my order to ups. But you would be.wrong for thinking so. read more

Customer service as bad as it gets! Placed an order, 4 days pass with canned emails each day telling me they are getting to my order. Tried calling, but their phones have been disconnected. AVOID! read more

Its a ho hum operation. Slow, lots of back ordered items, excessive shipping cost, and after three months, I still have not received my backorders. The Iast time I checked, the items were back in stock for over a month, they just dont want to pay shipping after they charged me for the original shipping. Unless you buy over a certain amount, there is no free shipping and they charge stated tax on top of it. read more

Placed an order several weeks ago, which still hasn't been received. They completely ignore all attempts at contact by email and have not answered the phone once. Instead, we get chain letters about how they had a warehouse glitch and everything will be sent shortly. That has been going on for a week and a half now. It did change to "your order is being picked for processing" three or four days ago, but no word of shipment or any response whatsoever to my requests for clarity and eventually cancellation. The absolute worst place to go for pipe tobacco, especially if you expect it in a decent amount of time and decent customer service to assist you. read more

In an attempt to make up for previous failures, P&C sent me a $50 coupon this time. I was unsure whether to order from them again but I used it and got my order within a week. Maybe they are turning things around? I remain cautious, but at least they got my most recent order right. read more

When I made the order I specify that I was going to be in the country just for a week (I order with the enough time so that at the time I had come back to my country I had already got my order, I even payed extra money for the 2 day shipping). When I checked my account and saw that my order never shipped I call them (it took about 25 min. to be answered) to request the cancelation, but they just apologize and told me that they were shipping it anyways (knowing that I was not going to be in the country anymore), and that if I had left at that moment , that I could ask a neighbor or someone so they could receive the order, or if no body could receive it at all, then at that moment I could call them and ask for refund... Like that shouldn't be the correct answer. The excuse they gave me for the delay at first was that they were having trouble with the warehouse, but that my order could ship in 24 hours (by that time, 24 hours seemed acceptable). when the delivery date was approaching I called them again and asked what was happening with my order, then again they told me that they were having trouble with the warehouse and that they were going to check my order, and that's when they also told me that they didn't have in stock the products I order, and that I had to wait for them to arrive to their warehouse and that they didn't know how long could it take. Till today My order is still Processing. I'm very upset. read more

At one time this was a good place to buy tobacco products. Best thing they had was large selections on pipe tobacco and cigars .. now they SUCK SO HARD will give you a line of crap fit to win an Oscar. . HUGE LOAD OF SNOT.. they messed up big time and made it their customers problem ..a very bad place to shop in anyway. Cry how they are working round the clock and 12 hour days. But yet nothing get packed or shipped please. . I am done with this company over a year ordering from here NEVER NEVER AGAIN. . 1 week and still not even picked can't even tell me if it's in stock.. all I can say is stay away from pipes and cigars.com ... here are 2 places you can somewhat depend on. wv smoke shop. 4 noggin is a little higher priced but it's worth the 3 dollars to actually get your order ... but DON'T ORDER HERE read more

They told me that they canceled my order(on my request) but they actually haven't canceled my order ( on their website is still processing - the ​third week ), as a result, I have to wait four weeks for my money to be released automatically. My bad that I didn't read Pipes and Cigars reviews before I placed​ my order. read more

So I ordered a few tins of tobacco and when the box arrived I saw the address, I remembered this address from other orders I have placed from Cigars International and cigar.com so I googled it to confirm and saw their low rating. I ordered my package last week on Thursday I believe and got confirmation of shipping on Friday. Today being a Wednesday I received my order and everything seems to be in order. I didnt have to deal with their customer service as others have, but thought since every review has been a one star essentially I would share my experience with them that was positive. read more

I received two pounds of tobacco in gallon Ziploc bags. Smells fine, looks fine but I've bought this same kind of tobacco before and it looked much different. Not quite sure that I was ripped off but there it is. Should have come in a sealed bag. read more

They continuously send out dry cigars, my last order was so dry you could have used them to play the drums. Customer service is worthless. It always takes 8 days for delivery. read more

Similar to other reviewers, I placed an order a little over 2 weeks ago for 3 "In Stock" items, and had to wait a week for two of them to ship, despite their website stating that orders placed before a certain time get processed the same day. The last item in my order shows "Back-Ordered" on the order summary page, but the website still shows "In Stock". I called them and was able to talk to someone who said they should have my order out "in the next couple weeks". This was my first order with them, and it will be my last. In the time it has taken for this one order to ship, I have placed and received TWO orders from SmokingPipes.com, and have a third one on the way. If they would just put a banner on the site announcing the wait-time up front, I would have no problem with it, but stating things are "in Stock" when they're clearly not is just lying to your customers. You don't keep customers that way. read more

A horrible experience dealing with these people. I have had an order pending with these guys for 2 weeks and I've called back (and been put on a long hold wait) about 6 times and the phone representative keeps promising that the order will "ship today". It never has. I will never again do business with these charlatans and I recommend that others be very careful of buying from them. I've also posted this on "Yelp!" and any other review site that I can find. read more

We have been good and faithful customers spending about. $400-600 a year for well over 10 years and where much of our business has been good, we have treated very shabbily several times. I noticed a real nose-dive in customer service after the move from Buffalo to Pa. Perhaps key staff was lost, but when I have something very popular on back-order for 8 weeks with no responses to my inquiries, it is time for me to go to another vendor. These folks seem to be way too into themselves. read more

Horrible, horrible, horrible customer service. Someone that I assume is under age is using my husbands name to purchase from this company. They send us catalogs and tobacco, neither of us smoke. I have cancelled my account at least three times only to have it reinstated. The person using my husbands name is still ordering and either getting it out of my mailbox while I'm at work or is having it sent to another address. This company will not give me any help as they want to protect the privacy of the individual ordering under my husbands name. Asked for a supervisor who said they will protect this person privacy. Not sure what to do now. read more

I have used Pipes and Cigars for a number of years and for the most part my orders were received in a reasonable timeframe from the promised delivery dates. I have found their prices to be good and more than reasonable. However this time I recently purchased a Peterson Pipe and after a couple of smokes there was some type of malfunction within the bowl of the pipe that is restricting airflow into the stem. This pipe's design angle makes it impossible to get a pipe cleaner through the path into the bowl. I contacted customer service and the only response (not timely) was a webpage address to explain how to clean a pipe (which by the way took me to sites for commercial piping). I found this to be insulting, I am not a first time pipe smoker, and have tried a few more times to clarify the actual problem--unsuccessfully! I agree with other customer complaints that P & C customer Service stinks and non- existing... They clearly are not interested in servicing my complaint. I will no longer use them as I would rather spend a little more for a product that is backed up by a company, who truly cares about customer SATISFACTION! Rich L Springfield, VA read more

Unfortunate Customer Service. This company's unwillingness to spend $6.99 to pay for shipping of an order that was sent to the wrong address cost them a customer who would have bought hundreds of dollars of cigars every Christmas. Yes it was my fault that I didn't get the correct address but their policy to do nothing to help correct the error other than to say, "There are 3 options" that were basically copied from UPS website. After spending an hour on the phone with UPS (and they will kick the can down the road), I was told the "shipper" had to initiate the change of delivery. Their response was, "You should have spent the money on premium shipping." I would have even accepted this and continued to do business with them, but when the cigars got returned, they said I had to pay another $6.99 for shipping. The Cigars are probably a "pile of hay" by now. They robotic CS responses clearly represents their philosophy on CS. Fair enough I will exercise my right to do business elsewhere. I encourage you to do the same. read more

this is my first time using yelp and its due to how bad this company is. what a shit show! my order was placed on-line weeks ago-I received several emails stating their inventory system crashed and to please forgive them. finally got 2 of the 5 items I ordered. I was informed one pipe was out of stock, yet on the website and my confirmation noted the pipe in stock. neither of my tobacco samplers arrived with the shipment. ive attempted to contact them by phone several times but the customer service number is out of order. ive also sent them emails but no reply. they did send me a $100 voucher for naked wines but I have to spend $160 to use the voucher. I'm not even a wine drinker-just send me the items I ordered and perhaps a complimentary tin of tobacco for gods sake. dont believe the yelp reviews-go to their facebook page for more reviews. i will never use this company again. read more