ComplaintsforThe Freeze Pipe

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Initial Complaint
01/16/2023
Complaint Type:
Delivery Issues
Status:
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.
I ordered from from them on the 29th of December, 2022. I have since messaged them several times to inquire as to why my order still says "pre-shipment, shipping label created, **** awaiting item". They've always taken my money which was 92$. The only reply back from them I got was a copy and paste email saying they received the email I sent to there customer support and that is it. It seems as if they're scamming people, as there are several other people all across there social media and other forums saying the same thing.
Business response
01/16/2023
This was shipped new and ontime.
Initial Complaint
01/11/2023
Complaint Type:
Delivery Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
On 01/04/2023 I ordered a glass pipe, a cleaning kit and an additional bowl head with express 2-4 day shipping for $133.75. They billed my card on 01/05/2023 and supplied a tracking number the same day. As of 01/11/2023 that tracking number shows that the shipping label has only been created and not shipped. After sending multiple emails due to no phone number being listed and getting no responses, I checked social media and found many others with the same issue.
Business response
01/11/2023
This was shipped ontime.

Business response
01/14/2023
Our logistics team was backlogged. We have been working to catch up on shipments. This order has shipped to the customer.
Customer response
01/17/2023

Complaint: ********

I am rejecting this response because: as of 01/17/2023 this tracking number
********************************************************************************** *hows that this order is still sitting in their facility and they still refuse to respond to emails and their phone number is deactivated.
Sincerely,

**** ******
Initial Complaint
01/09/2023
Complaint Type:
Delivery Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
Placed order with this company 18 days ago. They will not ship my item or respond to message. If you go on Instagram others are having the same issue. Please help me as I feel like they stole $286 dollars from me and didn't deliver my order.
Business response
01/10/2023
This was shipped brand new
Customer response
01/10/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a lie. The item was never shipped. Please see screenshots below that I just took on 1/10/22 at 6pm EST. This company is a scam. They already have an F rating from your bureau.
See Attachment/File: Screenshot_20230110-180545_Chrome
Initial Complaint
01/09/2023
Complaint Type:
Delivery Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I purchased a Freeze Pipe bubbler on 12/13 and have not received the product. I see numerous complaints here stating the same, though Freeze Pipe seems to answer with a standard "already shipped/delivered" response. I have contacted cust. service 3 times. I am willing to wait, but I want a response from a human. I have spoken with my bank and it is now allowable to cancel payment (take money back from Freeze Pipe). I don't want to do this as I'd prefer the product (and a response). Tracking has shown "label created" for 2 weeks, but no shipment. When Freeze Pipe responds to others who have had this problem and say the order has been delivered, isn't the lack of tracking info (delivery, etc.) proof that they have not sent it? Oh, and their phone number does not work.
Business response
01/09/2023
This was shipped on time.
Customer response
01/10/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a standard response given to all complaints re: shipping and not receiving an item. Will continue to pursue.
Initial Complaint
01/08/2023
Complaint Type:
Delivery Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
Date of Transaction: December 25th 2022. This company has not responded to a single email from not only myself but their large social media following. This company has not shipped my product even after having purchased 4-5 business day shipping. It has been well over 2 weeks. I have not received a single updated detail on shipping. My product has waited over 2 weeks to ship. With not customer support from this company it has become a bigger hassle than what it's worth. This company is entirely unprofessional and needs to be fixed from the top by it's leadership. This is not how a company who sponsors multiple social media outlets should conduct buisness
Business response
01/09/2023
This has been shipped already
Customer response
01/10/2023
***** ******
2:47 PM (19 minutes ago)
to me

Good afternoon, this company has said they shipped my product but I have no received any updates or tracking information. I will now be filling a report with my credit card company to get my money back
Initial Complaint
01/05/2023
Complaint Type:
Delivery Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
ORDER ******* On 12/12/22 I placed a order with the freeze pipe. I paid $69.95 for a product and even an extra $2.55 for "shipment protection". When the order was placed shipping said "5-8days". I understand that it was the holidays so I thought they were backed up. Fast forward to today 1/4/2023 and still no delivery. I reached out on 12/19/2023 for the status of my order, after seeing it still wasn't even shipped, and received an email 2 days later saying they were backed up. Then again on 12/27/2023 when the order still hadn't been relieved. That email still hasn't been answered. I visited their instagram page, and there are dozens of comments stating the the same exact experience I'm having. I thing there is something shady happening at this business and it needs to be resolved before more people get their money taken and nothing in return. Thank you ******* ******
Business response
01/05/2023
This was mailed new and on time.
Customer response
01/05/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
This was in fact never mailed. I have the tracking number information from usps to prove it. Usps is still awaiting the package. That screenshot is from 1/5/22 at 6:15 pm.
See Attachment/File: ****************************************
Initial Complaint
12/31/2022
Complaint Type:
Delivery Issues
Status:
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.
I purchased the product on dec 12th with promised delivery before Christmas. On Dec 15th a shipping label was provided by the company but as of yet there have been no updates and the shipping label is unable to be tracked by the carrier. Only when I mentioned making a complaint to the BBB did I get a response email stating they are closed and will respond after January 2nd.
Business response
01/04/2023
This was shipped new and on time.
Initial Complaint
12/21/2022
Complaint Type:
Delivery Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I made a purchase on their website on December 10, 2022. I checked the website a few days later to see the status of my order and I saw that a shipping label had been created on Dec. 14. I never received any additional information about shipping, and thus started sending emails to the customer service email address *********************************** on Dec. 18 asking for an update. I received no response to that email, nor did I receive responses to my follow up emails, sent on Dec. 20 and now twice today. I have also reached out to their Instagram page since the company seemed to be somewhat active on that platform. I sent messages on that platform starting yesterday, and have sent a total of 6 messages that haven't been responded to. I also called two phone numbers I found that are associated with this business (********** *** **********) and both ring once and then an automated "Your call can't be completed" message plays and the call ends. I finally took the step of responding to a comment they made on one of their own Instagram posts. The comment they made was left about an hour ago; I commented about 30 min ago. Still no response.
Business response
12/22/2022
This item has been shipped and the customer has been emailed
Customer response
01/04/2023
***Document Attached***
I received my package on 1/3/23. Notably, I was told by the CEO of the company that the package had been "likely picked up" by USPS on 12/14/22, but when I checked my tracking information upon receipt, it was actually not sent out until 12/30/22. Just annoyed that I couldn't get a correct/true answer despite a lot of efforts to reach the company (the only telephone numbers I could find didn't work and I only received a response to my customer service email on 1/3/23). Overall unhappy with my experience here and will be making future glass purchases elsewhere.
See Attachment/File: ***********************
Initial Complaint
11/07/2022
Complaint Type:
Product Issues
Status:
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.
Here Is Your Tracking Number For Your Freeze Pipe******* Inbox FREEZE PIPE ************************** Mon, Oct 31, 9:08 PM (7 days ago) to me Thank you for ordering from FREEZE PIPE ! A shipping label has been created for******. Please note this tracking number was just created and will not initially be trackable until scanned in by the carrier. Shipped To: **************************************************************** Track your shipment: USPS ********************** This shipment includes the following items: Item # Description Qty FP Freeze Pipe - Regular 1 1 FP Bowl All Honeycomb Bowls - Bongs and Freeze Pipe - Freeze Pipe Bowl 1 Thank you for your business. If you have any questions regarding your order, please contact at us at customerservice@thefreezepipe.com 3 ************ Sun, Nov 6, 6:07 AM (1 day ago) On Sun, Nov 6, 2022 at 6:07 AM ********************************* wrote: On Sun, Nov 6, 2022 at 6:05 AM ********************************* wrote: ARE YOU EVER PLA
Business response
12/21/2022
Business Response /* (1000, 5, 2022/11/07) */ This was shipped new and ontime. Consumer Response /* (3000, 7, 2022/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Search USPS.com USPS Tracking(r) Tracking FAQs Icon of a mailman Track Packages Anytime, Anywhere Get the free Informed Delivery(r) feature to receive automated notifications on your packages Learn More Remove Tracking Number: ********************** Copy Add to Informed Delivery Latest Update A shipping label has been prepared for your item at 3:08 pm on October 31, 2022 in ORLANDO, FL 32824. This does not indicate receipt by the USPS or the actual mailing date. Pre-Shipment Shipping Label Created, USPS Awaiting Item ORLANDO, FL 32824 October 31, 2022, 3:08 pm (The above was copied from the usps tracking page. What it says is On Oct 31 2022, a shippingLabel was created, USPS Awaiting item on Oct 31, 2022,3:08 PM) What it doesn't say is that the package was shipped beacuse it wasn't. It says that The USPS is still awaiting the package. (It was not shipped) This is the same excuse I've got from this company since day 1. THEY DID NOT SHIP THE ITEM!!!! THATS WHY I OPEMED THIS COMPLAINT!! Call the post office and ask them to track the package wit the tracking number **********************. They will tell you the same thing (That it wasn't shipped.) Business Response /* (4000, 13, 2022/11/21) */ This item was shipped in new condition and appears to be delivered to the customer.
Initial Complaint
08/08/2022
Complaint Type:
Customer Service Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I ordered from this site and only received half my order. I am missing $100 worth of stuff and they are not answering any emails they have no phone number, and they are ignoring me on all their social media sites. I just want what I ordered.
Business response
09/07/2022
Business Response /* (1000, 5, 2022/08/08) */ This was delivered to the client in perfect condition. Consumer Response /* (3000, 7, 2022/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I only received part of my order. As I stated I did not receive the Enail or dab accessories. I have attached proof to show this to be true. I paid the extra for this and need it sent please. It is not ok to charge extra then not send it. Please make it right. I have also emailed this to your customer service several times.

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ComplaintsforThe Freeze Pipe

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