Oil Burner Pipe | Big Daddy 9mm American Made Fumed OB

Of course. This is a great piece of feedback—disappointed, but very detailed and fair. A thoughtful reply can go a long way in retaining this customer and showing others that you care.

Here are a few options for how to reply, from most detailed to most concise.

Option 1: Detailed & Empathetic (Recommended)
Subject: Regarding your recent purchase and feedback

Hi [Customer Name],

Thank you so much for taking the time to write such a detailed and honest review. We're genuinely sorry to hear that you were disappointed with your purchase and that its size and functionality weren't a good fit for your daily use.

You've perfectly articulated the core design challenge of this piece: 'bigger isn't always better.' We really appreciate you pointing out that while the glass quality and heat retention are effective, the trade-off is the excessive time and fuel required for heating.

You are absolutely correct in your assessment. This item is designed and best suited as a 'showstopper' or novelty piece for occasional use at parties, rather than as a practical, everyday tool for a regular smoker. Your feedback makes it clear that we need to do a better job of communicating this in our product description so customers like you can make a more informed choice.

We don't want you to be stuck with a product that doesn't work for you. We would be happy to offer you a full refund or help you exchange it for one of our more practical, fuel-efficient models that is better suited for daily use.

Please contact us directly at [Customer Support Email] or [Phone Number] with your order number, and we will get this sorted out for you right away.

We truly value your insight.

Sincerely,

Thank you for shopping with Smokemega. We appreciate your feedback. Keep an eye on our website for new products and offers.

Please accept our sincerest apologies. We are so sorry to hear about your huge disappointment and the terrible experience you had with this piece.

For it to crack from heat on only the second use is completely unacceptable and is a clear failure of the product. That is absolutely not the standard of quality or durability we stand for, and we understand your frustration completely.

We want to make this right immediately. We would be happy to offer you a full refund for your purchase or send you a brand-new replacement at no charge, whichever you prefer.

Please contact us directly at [Customer Support Email] or call us at [Phone Number] with your order number. We will prioritize this and get it resolved for you right away.

Again, we are deeply sorry for letting you down.