Black Swan Shoppe www.thebackyshop.co.uk

TLDR

I had an awful experience with Black Swan Shoppe, and I recommend using Turmeaus as they will price match, and offer a far superior and consumable product.

FULL

I ordered a pack of Al Capone leaf wraps, and each one was covered in mould. I took videos and photos as evidence and disposed of the mouldy wraps. I sent an email to Black Swan and received an apology, and was asked for evidence of the issue, and offered a refund or replacement.

When I provided the evidence, they tried to fob it off saying the mould was in fact bloom (despite it obviously being mould). They refused to give a refund unless I returned the mouldy wraps, which I had already disposed of.

They then likened the wraps to a TV, saying, "you wouldn't dispose of a faulty television," as if a tele could be covered in mould or other hazardous materials.

I explained that it would be like binning mouldy grapes, or another consumable item, which the representative told me he didn't understand. Despite the photos and videos I took, and providing the evidence they asked for, they expected me to keep hold of the mouldy products and are withholding a refund OR replacement.

It's been quite a frustrating experience, which could have been made less so had anyone cooperated or tried to help me with my issue, rather than repeating questions I'd already answered and not giving clear instructions, despite needing the mouldy products back in their possession.

Customer satisfaction is a must for any business, black swan have it in bundles. I ordered products and unfortunately received the wrong goods, so contacted black swan who to their credit imediately dispatched the correct product and no need to return the original one. Gobsmacked I ask why, to much inconvenience for me they said..........say again? To much inconvenience for me , black swan you have just earned yourself a loyal customer........

As I favour king size Wilsons of Sharrow filter tips I tend to buy in bulk from the Black Swan Shoppe regularly every few months or so. I have never had trouble with delivery before but my last order had been delivered whilst I was out and either the postman forgot or neglected to leave a card. After a while the order was returned to the shop and I was then contacted by them to inform me of this. I explained the situation and they were very understanding and reposted the order back out straight away and at no extra charge, it arrived a couple of days later with no trouble at all.

Their selection of tobaccos and accessories is very good and would recommend them to anyone.

my dog chewed my cigarette case wos so sad found this site phoned up for help they were great new one in post, on the door mat next day thank you so much had the old one for over twenty years felt bear with out it, cheers again keep up the good work 

I've bought from this shop often and have always found them friendly and helpful with good prices. But there's more to this shop's charm then that.

Browsing the site looking for lighters I noticed that instead of just the usual manufacturer's hyperbole, Black Swan Shop also give their own views on the lighters and which are most reliable. When phoning them for advice on this they were very helpful and very knowledgeable. With their advice I felt confident enough and made a wise choice, having known nothing on the subject before. It was like having the advice of a trusted friend, I got honest advice, not salesmanship.

Their site also very usefully features buying guides and pages on how to troubel shoot lighters etc, invaluable, frank and very informative.

I know that if I want extremely good value for money, honest advice and great, speedy service, this is the tobacconist with whom I'll shop.

I have used The Black Swan Specialist Tobacconist on a number of occasions and all though their an old fashioned shop their efficiency and after sales service is rarely seen in the modern day shopping environment.

I wanted a tobacco that I couldn't find elsewhere and they sourced it and had it to my door within 10 days!