Pipe Dreams LLC

I visited Pipe Dreams a handful of times and enjoyed their knowledgeable and friendly customer service. I was in three times this week because my o-pen no longer functioned properly and I was gladly given a replacement.

On my second visit, I was concerned that the cartridge I bought was malfunctioning. The customer service representative recommended purchasing another battery. Despite purchasing another battery, it was apparent the cartridge was faulty. I had to pull so hard in order to get a hit that the oil began to dispense through the mouthpiece.

On my third visit I brought in the cartridge and the customer service rep remembered me from the following day. I explained the issue and showed her the oil that was in the tip. Oil was leaking from the bottom and sticking to the heating element as I twisted the cartridge off the battery to show her the defect.

The sales rep said she had never seen this before and I was welcome to pick another cartridge to purchase. I asked if it was feasible to receive any type of exchange, considering the amount of product that was left in the cartridge, and the visible leakage. I was told they don’t take returns and once the product has left the store they are no longer liable.

I understand their policy and, honestly, I know they did try to help diagnose the issue. However, if I’ve come into the shop three times in one week for the same issue I would take into account that I do want to support this particular local business for a reason. It’s the little things that keep a loyal customer.

Had to exchange a battery and it was super easy. Staff is always chill and helpful. Fun neighborhood with good food all around you.