Terrible experience with Notherner

[Snuts]

Hi fellow snusers, just want to tell you my experience with Northerner:

I’ve made my first order from BuySnus on 9th October. I’ve ordered only 4 cans to try this thing called snus. I loved it. Not only because I started smoking less, until no smoking at all a few days later but also because I really LOVED IT. The smell, the taste, the coffee break with a snus on, the pepper in my mouth, all of it.

So I decided to make an order from Northerner on 22th October with a can of snuff and various cans of snus. I’ve paid the order and I didn’t hear more from them. On the 26th October I send them an e-mail asking if they received my order and payment and they said the order was shipped on that day.

Ok, I waited, and waited, and my 4 cans of snus were about to finish and I started to get really upset cause I was free from cigarettes and I didn’t wanted to go back to that nightmare.

I send them an e-mail on November 4th informing that my package didn’t arrived yet. They told that it could have been some delays but it should arrive soon.

I asked them if there was any delivery number so I could track the package and they told that there was no numbers.

So I started email them everyday informing that I didn’t received any package. At this time I went back to the f….ing Marlboro cigarettes. I was not only upset but frustrated and angry.
They told me to wait.

So on November 15th I notice on their website that my order was pending. I ask them why. The answer was this: “Your order is still pending due to the medicated snuff being out of stock, your order will be shipped out as soon as we receive it from out supplier. We are sorry about the delay.”

WHAT??!!

I told them to give back my money (they did) and I told them that I will never order anything from them.
Ei, lost packages happens, but being informed everyday that the package was shipped on 26th October and 20 days later after I notice the pending information they informed me that it didn’t was unforgivable.

So since then no more Northerner, only BuySnus and it has been great.

Just my experience guys. I’ve heard a lot of good stuff from Northerner but with me it was terrible.

[TheJanitor]

[LincolnSnuff]

wtf??

[tom502]

Yeah, they should not have said it was mailed out, when it hadn't been. I think that happened to othes too. I think it happened to me, sorta, I made and order and was waitng, and after a while, I checked my account and saw it was pending, I didn't know, but I was kinda glad because I had wanted to change my mind on that order, and was able to get it cancelled.

[precious007]

I'm sure Northerner would have sorted something out for you... and resend the package.

I've had two issues with them ... once they've re-shipped the whole order.... again...

And the second time, I've got two rolls of the wrong snus and again they've shipped two free rolls and I got to keep the first ones as well :-)

I'm sure everyone makes mistakes, but I strongly believe it's the custom's fault not Northerner's.

If they've shipped it... you might have a surprise and see the snus on your doorsteps =))

I've got one order once after 32 days :-)

[Snuts]

No man, they didn't send anything. They even told me that the package could be in Italy or anywhere else cause they couldn't track it. I hated the answers they gave me through the all process.
And when they finally realized that the order was still in the warehouse they didn't apologize conveniently despite all the guarantees they gave me that the package was on his way. They couldn't care less when I showed all my disappointment and asked my money back.
Not mentioning to all the local and Central post offices journeys and phone calls I've made to see if the package was somewhere.

It was the only problematic order I've made through the internet so far and I make a few, from uk, holland, germany and even china.

Anyway, i'm grateful that are other companies out there.

[Crow]

Give BuySnus a try... You will not be disappointed.

I had an issue on my first order, but they were very quick to fix the issue and were very sincere about the error. They take customer satisfaction to heart.

You can read about it here: http://www.snuson.com/forum/showthre...th-BuySnus.com

[tom502]

It sounds to me like some lazy customer service person didn't even look at the real status of your order was just making stuff up to shut you up.

[desirexe]

C'mon Northerner, what happened to sending partial orders in this type of situation?? Sounds like Northerner just needs some competent customer service employees. I'm available with resume'.

[Snus]

I should say, I had the same experience with an item out of stock. I think they prefer to send everything in one package, so they'll hold an entire order until everything is in. I went on Camel Robust for a month and a half, waiting on my order from Northerner, but they were very responsive once I noticed the order was still "Pending".

[lxskllr]

C'mon Northerner, what happened to sending partial orders in this type of situation?? Sounds like Northerner just needs some competent customer service employees. I'm available with resume'.

I think partial orders went with USPS shipping. It would be too expensive to trickle orders out as snus comes into stock. Northerner could use a more robust stocking system, where they know exactly how much they have(quantity listed next to item on web page), and won't let you put it in your cart if it's out of stock. That would be frustrating for people who want an out of stock item, but less frustrating than waiting on a whole order when only 1 item isn't in stock.

[Darwin]

I have noticed that I, and so presumably many others, will fill a shopping cart with items but not submit the order for a while, in some cases quite a few days. Consequently when you actually process your order it is quite possible that some items that showed as being available no longer are thereby causing the confusion. It seems like a simple software task to update the availability of items when the order is finally processed but maybe it really isn't. What I've taken to doing is going back over each selection and determining if the item is still shown as available and only then completing the order. So far so good. Makes partial orders or holds less likely I'm thinking although it's not a lead pipe cinch to be sure.

[Snuts]

That was not the case Darwin. I've filled the shopping cart in the same day I paid the order.
I tend to agree to tom502, the person who replied my emails wasn't very effective on doing her job and that ruined all.
What really bothered me was going back to damn cigarettes because of that. If they warned me I would canceled the snuff can or I would make an order from buysnus while waiting for the northerner order.

I went to my mail box everyday in the morning expecting to see the snus cans, and I even went to the distribution mail center (it's about 15 kms from my house) quite a few times, acting like a jerk, accusing everybody of loosing my package. I've made a lot of phone calls to customs too.

I know there are more important things in life, but quitting the cigs was my number one task on that moment and some friggin employee almost ruined it.

Anyway I'm free now. I smoke a cig once in a while with friends while drinking some beers, I'll say twice a month, but that sick craving of smoking has gone. All thanks to snus.

[Darwin]

Your experience illustrates my comment that it's "not a lead pipe cinch" fairly well. I've never bought from Northerner precisely but my experience with their mirror site GetSnus has been so far fine. Luck of the draw I suppose. Poor service seems to be epidemic across the commercial spectrum these days and I think it is largely the result of the modern corporation's tendency to view staffing levels that are clearly inadequate to the task to be necessary to their economic survival. This phenomenon is certainly not limited to The Northerner but it sucks nevertheless.

[GoVegan]

I guess I am one of the lucky ones. I have used Northerner for over a year now and have never had any issues. They did send me the wrong snus once but they resent the right stuff immediately and then let me keep the snus the sent out in error. Their service has always been 5 stars! I really do miss Swedish Post and their old selection but that is our government and not Northerner.