ComplaintsforThe Freeze Pipe

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a product from the company freeze pipe, after 8 months it just started leaking for no reason, I asked them to collect the product, examine it, to see the defect in the product, see if this is just a one off or a problem that needs to be addressed, they are unwilling, basically calling me a liar and that their product is not defective, and only offered a 40% discount on a new on. After asking why I would spend more money with a company that does not stand behind their product, she said it was not her responsibility to come to my house and inspect the product, and that they stand behind their product 100% enough to know that there is no defect in the product, and was extremely rude about the whole situation.. it is through online customer service because when I call it goes straight a a generic voicemail and nobody has called me back.. I just want this defective product replaced that's it, I really enjoyed it before it started leaking, and they are just giving me the run around

  Business response

  08/27/2024

  This is a glass product that we cannot insure how customers use over 8+ months.  It is unrealistic for a customer to believe we offer free replacements perpetually.  

   

• Initial Complaint

  08/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with this Company just under $200, and never received my order. When I contacted the Company I was sent a photo of the delivered package, that wasnt my house. Theyre giving me the runaround and are not available to call. No verbal customer service is available.

  Business response

  08/21/2024

  Hi,

  Our customer service team responds to all issues in a timely manner.  It sounds like you had an issue with **** and not Freeze Pipe.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed the order and paid for better shipping, no response to any emails and when I call the customer support line it's disabled but I'm calling during business hours. I ****** reviews and there's a lot of reviews on this same problem. At this point I just want a refund after no contact and them just stealing my money...

  Business response

  07/18/2024

  This order was placed within the past 6 days.  We plan to ship the order by this Monday.

   

  Customer response

  07/18/2024

   
  Complaint: 22008349
  
  I am rejecting this response because:
  You were completely **** no one there to answer phone calls nothing. Now after I filed you wanna act professional, I'm not gonna support your business if your nit gonna reply to emails nor take phone calls during your stated open phone hours. Also multiple items I ordered are now out of stock sense I placed my order so they can't even fill the entire order. I want an entire refund.
  Sincerely,
  
  ***************************

  Business response

  07/22/2024

  It appears you were already refunded.  Sorry for this.  We are a small business based out of *******, ***  We try our best to deliver orders in a timely manner.  Sorry we couldn't deliver the order in a reasonable timeframe.

  If you ever wanted to consider trying us, I'd be happy to offer a significant discount.  Feel free to email me directly at **************************************.

   

  ****

   

• Initial Complaint

  02/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am filing this report to bring attention to the egregious business practices of The Freeze Pipe. My experience with them has been nothing short of appalling. Upon receiving a package from them, I discovered that two items were missing, and the one item I did receive was defective and rendered non-functional.Despite reaching out for assistance, their response was not only unhelpful but also remarkably rude. It is deeply concerning to encounter such blatant disregard for customer satisfaction and basic decency.Furthermore, my investigation revealed a pattern of unethical behavior and misleading advertisements, particularly on platforms like ********* This consistent misrepresentation is not only damaging to consumers but also reflects a profound lack of integrity within the company.In light of these troubling findings, I urge the Better Business Bureau to take swift and decisive action against Freeze Pipe. Consumers deserve to be treated fairly and honestly, and it is imperative that businesses adhere to the highest standards of ethics and professionalism.

  Business response

  03/01/2024

  This was shipped new and on time.

   

   

• Initial Complaint

  01/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  I ordered something in December and they claim that there behind yet all I get is robot emails and not shipping info. Either ship my product or refund me.

  Business response

  01/12/2024

  This was shipped new and ontime.

   

  Customer response

  01/12/2024

  
  Complaint: 21126914
  
  I am rejecting this response because: still says pending never received item nor a tracking number. Only a bunch of emails stating your behind on order blah blah
  
  Sincerely,
  
  ***************************

  Customer response

  01/12/2024

  Clearly they even state it hasn't been shipped and this was from 1/12/24

• Initial Complaint

  01/04/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Date of Transaction: 12/04/23 Amount Paid: ****** Issue: ordered two items from this company, but only one had been shipped, with the invoice listing both items were supposed to be in the same package. Resolution: *************** regarding this issue 12/18/23, they responded shortly after promising to send out the missing item and that they would let me know when it had been shipped out. I emailed again 12/27/23 with no response, as well as on 12/29/23, 01/02/24, and 01/03/24, all with no response. And there is no number listed that I am able to call.

  Business response

  01/04/2024

  This was shipped new and on-time. 

   

   

  Customer response

  01/04/2024

   
  Complaint: 21097098
  
  I am rejecting this response because:

  Yes the item that was shipped was new, and delivered on time. But I ordered TWO of the same items and I only received one. 
  
  Sincerely,
  
  *************************

  Business response

  01/22/2024

  One order appears to have arrived and the other is tracking currently.  you should receive it soon.

  Customer response

  01/22/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Ok I bought this pipe on 02/21/23. It arrived i believe 3 weeks later Which was around 3/10/23 (On or about). So I used this pipe 4 maybe 5 times at the most after I received it. I also cleaned it after every time I used it, now take into account that I only smoked this pipe at night before bed to help me unwind and relax. So before cleaning I would let the entire pipe stay at room temperature so the GLYCERINE COIL would be at room temperature before it was ever exposed to cleaning solution or water. (Now grant it the FREEZE PIPE Website more or less says you con clean it when frozen I just wouldnt do that, I waited for it to normalize to the environment). What happened was, I was rinsing out the GLYCERINE COIL when just all of a sudden a I heard a Slight "POP" Noise and noticed a piece of Glass sitting in my sink. (I have a Picture that shows it popped from the INSIDE OUT Meaning the GLYCERINE section of the Coil and the way the Glass was broken shows it went from the INSIDE OF THE COIL Not the outside of it. This happened on or about April 6th or 7th in the morning around 830AM. The reason I know it was one of those 2 dates is because I gave their Customer Service Dept an allowance for the Easter Holiday and figured they would respond within a week. Well after 10 days and NUMEROUS PHONE CALLS EMAILS TEXTS And SO On , Not one word or response. THIS IS UN ACCEPTABLE

  Business response

  04/18/2023

  This product was shipped in new condition to the customer in a timely manner.  IT sounds like the customer damaged the product after receiving.

  Business response

  04/18/2023

  This order was shipped in new condition.

  Customer response

  04/18/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  so what it shipped "NEW"  The COIL BROKE FROM THE INSIDE OUT --- That is am  DEFECTIVE PRODUCT  So  yyou shipped a "NEW"  DEFECTIVE COIL

  I stand by my previous statements I want communication from the Company and a "NEW" But NOT DEFECTIVE COIL  My god does your company respond to Phone Calls Emails or texts because I have received NOTHING from them about this issue

  
  Sincerely,
  
  ****** *****

• Initial Complaint

  01/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  I ordered a product from this company in November. It was never received. I have sent numerous emails and made countless phone calls. I have received nothing but automated emails stating someone will get back to me with no response I also received an email from their "insurance company". It shows claim started but they will not return my phone calls or emails.

  Business response

  01/24/2023

  This was shipped on time and new.

  Business response

  01/26/2023

  This was delivered in new condition.

  Customer response

  01/26/2023

  Complaint: ********

  
  

  I am rejecting this response because:

   Business response is clearly false. They are not even trying. Responding with one sentence, a false claim! Hade it been delivered I would not be going through this. Where is the delivery confirmation? Product never received!

  
  

  Sincerely,

  
  

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

  
  

  
  

• Initial Complaint

  01/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  Ordered a gift online. There was no shipping information provided after 3 business days. You are obligated to download the “Shop” app in order to view your shipping information, if any, it is the only way to view shipping. The company responded on the 4th day with shipping information which has yet to change to this day. They have not responded to recent emails and after looking at reviews, I have deduced, they are conducting poor business. The package was estimated to be delivered 1/13/23, and as of now, UPS hasn’t even received the parcel 1/18/23.

  Business response

  01/19/2023

  This has shipped in new condition.

  Customer response

  01/20/2023

   
  Complaint: ********
  
  I am rejecting this response because: This company has to be pushed to extreme measures to communicate after they’ve already failed to deliver. This company cannot be trusted. I do not trust it.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  01/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  Order in the amount of $323.84 made 12/19/22. Shipping label created 12/20/22 with FedEx tracking number ************. No further movement has happened. I can't get a response from their customer service other than a couple automated emails that are useless. I've emailed multiple times and called their, only, none working phone number.

  Business response

  01/18/2023

  This order was shipped new to the customer.

  Customer response

  01/19/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  As you can see in the attached photo a label was created but they have given my order to the shipping company. It's been in this status for a month now.

  Sincerely,
  
  ****** ****

*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. ↩