A shining example of poor customer service!

hotreds · 12-01-2010, 07:34 PM

So I ordered three digits worth of pipe tobacco from Boswell's since I liked their aros I was gifted and wanted to try a whole bunch more. They have no on-line, so I sent a check on the 23rd. I included five bucks for shipping, to make the total an even $100.

Today comes the box with a note saying that shipping was $11, so they simply did not send one of the tobaccos I selected.

Pretty sad when a fairly big order is placed, and the vendor is so cheap. I am tempted to say something, and to NEVER order from them again! Perhaps I am being unfair, but I sure think this is a poor way to treat a potential good customer! (But maybe they get a lot of big orders and my $100 was a wee drop in the bucket for them!)

bscottskangum · 12-01-2010, 07:37 PM

Did they keep the difference between what they shipped and what you paid??? Or did it end up even?

Also curious if they said upfront what the shipping costs would be and then it ended up being something different.

chippewastud79 · 12-01-2010, 07:42 PM

Why not simply call you and ask for the difference before shorting you on the order? Doesn't make a whole lot of sense to decide which part of your order was the $6 difference.

12-01-2010, 07:44 PM

What kind of company does that?

GreekGodX · 12-01-2010, 07:46 PM

Quote:

Originally Posted by bscottskangum

Did they keep the difference between what they shipped and what you paid???

Also curious if they said upfront what the shipping costs would be and then it ended up being something different.

That was the first thing I thought of.. Or didn't they give you a final price? Or why wouldn't they call you to tell you the order is more expensive?

hotreds · 12-01-2010, 07:57 PM

Technically I guess they "gave" me $1. I ordered two ounces of stuff, coming up to $5 per flavor. So, they removed one flavor worth five bucks, and wrote off one buck in shipping.

Needless to say, many places give you free shipping on all or larger orders. There is nothing mentioned about how much shipping is charged- I reckon with your cc number they tell you a shipping charge will be added.

I also guess that they figured calling me would also reduce their profit margin.

Anyway, displeased with their business practices!

alley00p · 12-01-2010, 07:57 PM

I've never had an occasion to order from Boswell's, but it does sound like a poor way to do business.

On the other hand, I'd like to commend Jack at Sterling Tobacco for great customer service! I ordered some Klomplen Kloggen from them last week. I received the package today and Jack just included an invoice for the products and shipping. It's the old way to do business, but since Jack doesn't accept credit cards, he deals by check or money order. Sterling Tobacco

Charlie

bscottskangum · 12-01-2010, 08:03 PM

Quote:

Originally Posted by hotreds

I also guess that they figured calling me would also reduce their profit margin.

Anyway, displeased with their business practices!

Communication is a key to quality customer service

GreekGodX · 12-02-2010, 04:36 AM

Quote:

Originally Posted by bscottskangum

Communication is a key to quality customer service

Exactly.

Plus with social networking being huge they could potentially lose a lot of business because of this or a future problem.

12-02-2010, 06:24 AM

Wow, I am surprised to hear this. I've dealt with the Boswells many times and never would have thought they would do business this way. I agree, this is a pretty crappy way to handle things. A phone call would have been nice...

Cheers,
G

12-02-2010, 06:32 AM

Hugh, I think you should call them and express your dissatisfaction with them. Then I would be a snot about it and tell them that you have tons of friends in the smoking world and one thread on your favorite site would cause this business to lose a lot of money. See what kind of reaction you get out of them then. Maybe I am just too harsh though.

mosesbotbol · 12-02-2010, 07:02 AM

A vendor should always call the customer if something different than what's ordered is shipped, cannot ship, not enough money or whatever.

For all they could've known, he may've doubled the order with other stuff... Every time you talk to a customer is an opportunity to sell.

kaisersozei · 12-02-2010, 08:09 AM

Hugh, what tobacco did you order & what did they short?

hotreds · 12-02-2010, 08:13 AM

I basically ordered 2 oz of most of their aros. They shorted me the raspberry cream, which I guess is as good as any to short. I am surprised as well, they seem to have been around for many years, and I doubt a note saying that I owe them six bucks on my next order would put them out of business. Right now I don't know IF the WILL get a new order!

hammondc · 12-02-2010, 08:14 AM

Quote:

Originally Posted by ABNMP619

Hugh, I think you should call them and express your dissatisfaction with them. Then I would be a snot about it and tell them that you have tons of friends in the smoking world and one thread on your favorite site would cause this business to lose a lot of money. See what kind of reaction you get out of them then. Maybe I am just too harsh though.

I agree. One of these days, these vendors will realize the power of message boards.

12-03-2010, 07:32 AM

BOYCOTT, BOYCOTT, BOYCOTT, BOYCOTT! Sorry, just getting ahead of myself here.

RevSmoke · 12-03-2010, 07:38 AM

Hugh, have you called to talk to them about your dissatisfaction?

I am all for informing others about poor service, poor customer relations, price gouging, etc..., all in the name of protecting friends. But if a company had a good reason, or if there was a miscommunication, or something else that happened, especially when a company normally has a stellar reputation, I am all about going the extra distance before dropping that hammer.

Matthew 18 seems to come to mind.

I'd especially like to hear what they have to say as to what happened. It might just be a new person packaging stuff who just didn't know policy or think things through.

Peace of the Lord be with you.

OLS · 12-03-2010, 08:15 AM

I have always thought that just never returning to do business is the best revenge.
Oftentimes we over-use this "power of online forums" phenomenon to the point where
we make ourselves out to be titans of fairness and justice. They know they did some-
thing their way instead of the cutomers way. They don't realize that they lost a cus-
tomer yet, and it's likely they never will. There are so many other places to deal with
that too much fuss over this is a waste of time, IMO. Hugh and I know of something
that happened to me recently, totally unrelated, where I thought I was unfairly
treated. Instead of me just cutting the person off, I tried to find 'justice' and it left
a lot of bad tastes all around. They may never feel the pinch of being cut off by me,
but I WILL KNOW. And that's the best justice. From what it sounds like, there was no
measurable harm done, and you were not ripped off in the classic sense. Just move to
the next vendor on the list, lol.

BlackDog · 12-03-2010, 12:02 PM

I'm sorry to rain on the hate parade here, but Boswell's spell out their shipping costs right on their website:

http://www.boswellpipes.com/shipping.html

Having said that, yes, they should have called you.

bscottskangum · 12-03-2010, 01:07 PM

Quote:

Originally Posted by BlackDog

I'm sorry to rain on the hate parade here, but Boswell's spell out their shipping costs right on their website:

http://www.boswellpipes.com/shipping.html

Having said that, yes, they should have called you.

Just because there is a page that says "shipping" doesn't mean that the page actually says anything about the situation here...it doesn't even have a rate for shipping, the only thing it says is that you will be charged a 6% tax for shipping in PA. Nothing on there about how much to send for shipping or what they will do if they don't receive enough to cover the shipping.

Don't think that page pertains to anything that happened with Hugh

12-01-2010, 07:34 PM	#1
hotreds Ephesians 2:8 Join Date: Oct 2008 Location: 5 miles past "Resume Speed" Posts: 11,662 Trading: (63)	A shining example of poor customer service! So I ordered three digits worth of pipe tobacco from Boswell's since I liked their aros I was gifted and wanted to try a whole bunch more. They have no on-line, so I sent a check on the 23rd. I included five bucks for shipping, to make the total an even $100. Today comes the box with a note saying that shipping was $11, so they simply did not send one of the tobaccos I selected. Pretty sad when a fairly big order is placed, and the vendor is so cheap. I am tempted to say something, and to NEVER order from them again! Perhaps I am being unfair, but I sure think this is a poor way to treat a potential good customer! (But maybe they get a lot of big orders and my $100 was a wee drop in the bucket for them!) __________________ God loves you so much, that he made you read this, just to let you know.

12-01-2010, 07:37 PM	#2
bscottskangum Oh yeah, I'm awesome! Join Date: Jan 2010 First Name: Barry Location: Hampton, VA Posts: 681 Trading: (11)	Re: A shining example of poor customer service! Did they keep the difference between what they shipped and what you paid??? Or did it end up even? Also curious if they said upfront what the shipping costs would be and then it ended up being something different. Last edited by bscottskangum; 12-01-2010 at 07:44 PM.

12-01-2010, 07:42 PM	#3
chippewastud79 Fatter than you! Join Date: Oct 2008 First Name: Larry Location: A little place called home. Posts: 5,397 Trading: (44)	Re: A shining example of poor customer service! Why not simply call you and ask for the difference before shorting you on the order? Doesn't make a whole lot of sense to decide which part of your order was the $6 difference. __________________ If we weren't supposed to eat animals, then how come they're made of meat? You can never have too many cigars, they are like an investment in good times.

12-01-2010, 07:44 PM	#4
Darrell Guest Posts: n/a	Re: A shining example of poor customer service! What kind of company does that?

12-01-2010, 07:57 PM	#6
hotreds Ephesians 2:8 Join Date: Oct 2008 Location: 5 miles past "Resume Speed" Posts: 11,662 Trading: (63)	Re: A shining example of poor customer service! Technically I guess they "gave" me $1. I ordered two ounces of stuff, coming up to $5 per flavor. So, they removed one flavor worth five bucks, and wrote off one buck in shipping. Needless to say, many places give you free shipping on all or larger orders. There is nothing mentioned about how much shipping is charged- I reckon with your cc number they tell you a shipping charge will be added. I also guess that they figured calling me would also reduce their profit margin. Anyway, displeased with their business practices! __________________ God loves you so much, that he made you read this, just to let you know.

12-01-2010, 07:57 PM	#7
alley00p Adopted MassHole Join Date: Oct 2008 First Name: Charlie Location: HOCKEYTOWN! Posts: 1,770 Trading: (41)	Re: A shining example of poor customer service! I've never had an occasion to order from Boswell's, but it does sound like a poor way to do business. On the other hand, I'd like to commend Jack at Sterling Tobacco for great customer service! I ordered some Klomplen Kloggen from them last week. I received the package today and Jack just included an invoice for the products and shipping. It's the old way to do business, but since Jack doesn't accept credit cards, he deals by check or money order. Sterling Tobacco Charlie __________________ Alley00p - I may be a FOG, but I'm still trying to dance!! Just don't trip over my cane!

12-02-2010, 06:24 AM	#10
Martel Guest Posts: n/a	Re: A shining example of poor customer service! Wow, I am surprised to hear this. I've dealt with the Boswells many times and never would have thought they would do business this way. I agree, this is a pretty crappy way to handle things. A phone call would have been nice... Cheers, G

12-02-2010, 06:32 AM	#11
ABNMP619 Guest Posts: n/a	Re: A shining example of poor customer service! Hugh, I think you should call them and express your dissatisfaction with them. Then I would be a snot about it and tell them that you have tons of friends in the smoking world and one thread on your favorite site would cause this business to lose a lot of money. See what kind of reaction you get out of them then. Maybe I am just too harsh though.

12-02-2010, 07:02 AM	#12
mosesbotbol That's a Corgi Join Date: Oct 2008 First Name: Moses Location: Boston Posts: 6,171 Trading: (6)	Re: A shining example of poor customer service! A vendor should always call the customer if something different than what's ordered is shipped, cannot ship, not enough money or whatever. For all they could've known, he may've doubled the order with other stuff... Every time you talk to a customer is an opportunity to sell. __________________ Port Wine & Claret \| British Cars \| Welsh Corgi's

12-02-2010, 08:09 AM	#13
kaisersozei The Homebrew Hammer Join Date: Oct 2008 First Name: Gerard Location: Midlothian, VA Posts: 3,183 Trading: (40)	Re: A shining example of poor customer service! Hugh, what tobacco did you order & what did they short? __________________

12-02-2010, 08:13 AM	#14
hotreds Ephesians 2:8 Join Date: Oct 2008 Location: 5 miles past "Resume Speed" Posts: 11,662 Trading: (63)	Re: A shining example of poor customer service! I basically ordered 2 oz of most of their aros. They shorted me the raspberry cream, which I guess is as good as any to short. I am surprised as well, they seem to have been around for many years, and I doubt a note saying that I owe them six bucks on my next order would put them out of business. Right now I don't know IF the WILL get a new order! __________________ God loves you so much, that he made you read this, just to let you know.

12-03-2010, 07:32 AM	#16
ABNMP619 Guest Posts: n/a	Re: A shining example of poor customer service! BOYCOTT, BOYCOTT, BOYCOTT, BOYCOTT! Sorry, just getting ahead of myself here.

12-03-2010, 07:38 AM	#17
RevSmoke Ain't Never Gonna Leave Join Date: Oct 2008 First Name: Todd Location: Northcentral woods of Wisconsin Posts: 6,849 Trading: (51)	Re: A shining example of poor customer service! Hugh, have you called to talk to them about your dissatisfaction? I am all for informing others about poor service, poor customer relations, price gouging, etc..., all in the name of protecting friends. But if a company had a good reason, or if there was a miscommunication, or something else that happened, especially when a company normally has a stellar reputation, I am all about going the extra distance before dropping that hammer. Matthew 18 seems to come to mind. I'd especially like to hear what they have to say as to what happened. It might just be a new person packaging stuff who just didn't know policy or think things through. Peace of the Lord be with you. __________________ Todd__ "Smoke what you like, and enjoy it!"

12-03-2010, 08:15 AM	#18
OLS Suck It Join Date: Oct 2008 First Name: Brad Location: TN Posts: 7,912 Trading: (19)	Re: A shining example of poor customer service! I have always thought that just never returning to do business is the best revenge. Oftentimes we over-use this "power of online forums" phenomenon to the point where we make ourselves out to be titans of fairness and justice. They know they did some- thing their way instead of the cutomers way. They don't realize that they lost a cus- tomer yet, and it's likely they never will. There are so many other places to deal with that too much fuss over this is a waste of time, IMO. Hugh and I know of something that happened to me recently, totally unrelated, where I thought I was unfairly treated. Instead of me just cutting the person off, I tried to find 'justice' and it left a lot of bad tastes all around. They may never feel the pinch of being cut off by me, but I WILL KNOW. And that's the best justice. From what it sounds like, there was no measurable harm done, and you were not ripped off in the classic sense. Just move to the next vendor on the list, lol.

12-03-2010, 12:02 PM	#19
BlackDog Gonna make you groove... Join Date: Oct 2008 First Name: Warren Location: Minneapolis, MN Posts: 2,468 Trading: (19)	Re: A shining example of poor customer service! I'm sorry to rain on the hate parade here, but Boswell's spell out their shipping costs right on their website: http://www.boswellpipes.com/shipping.html Having said that, yes, they should have called you. __________________ "We live in the good of this."