Northerner Delays

[jagmanss]

Dear All,
I'm out of office right now to visit our Mechanicsburg office in PA and a tobacco show. I just have to mention our prices because we are not more expensive. It's just that we collect state tax according to the Pact Act. Other vendors sell illegal untaxed tobacco, I've heard in the news that the US custom is looking into this right now and will stop it.

What worries me is that you say you don't get any reply from our customer support. Emma is working full time to respond to all emails. We have experienced before that some customers get a response but that it ends up in the spam filter. Have you checked your spam filter?

All the best!
Frank

Now this respone really pisses me off.... This has to be the most lame response and excuse Ever....

Yes!! you are more expensive and has nothing to do with just collecting state tax according to the Pact Act..... You are more expensive ... Period!

No!! You are wrong and misinformed... Other vendors are not selling illegal untaxed tobacco... They do not need to follow the so called pact act Tax rules because they are not bound to these laws because they do not have a US based warehouse and sell within the US and therefore are not breaking any laws.....

You have heard in the news that the US customs is looking into this right now and will stop it because you more than likely Instigated this to corner the US market and try and stop them...

Sorry... Just my opinion.....

[Snus Boost]

now this respone really pisses me off.... This has to be the most lame response and excuse ever....

Yes!! You are more expensive and has nothing to do with just collecting state tax according to the pact act..... You are more expensive ... Period!

No!! You are wrong and misinformed... Other vendors are not selling illegal untaxed tobacco... They do not need to follow the so called pact act tax rules because they are not bound to these laws because they do not have a us based warehouse and sell within the us and therefore are not breaking any laws.....

You have heard in the news that the us customs is looking into this right now and will stop it because you more than likely instigated this to corner the us market and try and stop them...

Sorry... Just my opinion.....

plus one

[chadizzy1]

Yes Fredrik, please come back! Northerner needs you!

Frederik is working on opening The Southerner, located at Southerner.com. Warehouse located in Alabama. Coming soon! :P

[GoVegan]

Dear All,
I'm out of office right now to visit our Mechanicsburg office in PA and a tobacco show. I just have to mention our prices because we are not more expensive. It's just that we collect state tax according to the Pact Act. Other vendors sell illegal untaxed tobacco, I've heard in the news that the US custom is looking into this right now and will stop it.

What worries me is that you say you don't get any reply from our customer support. Emma is working full time to respond to all emails. We have experienced before that some customers get a response but that it ends up in the spam filter. Have you checked your spam filter?

All the best!
Frank

My order was processed on 4/7/2011. I was sent a UPS tracking number that does not work at all so I sent the following on 4/13/2011

Hello, can you please tell me the status of order 80**28. I have a tracking number but it will not work when I try and use it at UPS.com Is my order coming fairly soon? I am almost out of Gellivare at this point.

on 4/14/2011 "Mona Lisa" Replied

Your order was shipped April 11th with UPS, 1Z417******5137026.
Thank you.

on 4/16/2011 I replied back hoping to get a good tracking number

Can you please double check the tracking number. It still does not work. Here is the message I received.

Tracking results provided by UPS: Apr 15, 2011 11:10 P.M. ET

TRACKING DETAIL

Tracking Number: 1Z417******5137026
UPS could not locate the shipment details for the tracking number you provided. Please
make sure the tracking number is valid and try again.

I did not get a reply so on 4/20/2011 I wrote

Nothing received yet and the UPS tracking number is still not working.


on 4/21/2011 I wrote

and still nothing...

I did not get a response so on 4/22/2011 opened a new ticket hoping that might help and wrote

Hello, I am writing in regards to order 80**28 which I placed on the 6th and have not received yet. You gave me UPS tracking number 1Z417******5137026 but when I type that into UPS it says ">>> UPS could not locate the shipment details for your request. Please verify your information and try again later." If I do not get my Gellivare by the end of this week I will need a refund. In addition I will refuse to place any orders with any Northerner websites to include snus.com in the future. I have sent many emails and get no response. This is a terrible way to treat long time customers and do business.

I understand that their are delays and UPS is not the fastest way to ship something BUT I also think a better reply and a good tracking number would be a plus. A good tracking number is also nice as someone needs to be there to sign for the package. For now, it is 4/24/2011 and I am still waiting for my package to arrive. And yes, I not only checked my spam filters. I also checked the helpdesk section on Northerner several times a day. I do like ordering from Northerner but this sucks. I am glad you are checking this forum though!

[dpete]

It seems there is a game going on behind the snus distribution curtain and it is we, the consumer, that will end up the poorer (in multiple ways) for it.

[GoVegan]

Frederik is working on opening The Southerner, located at Southerner.com. Warehouse located in Alabama. Coming soon! :P

You really had me excited for a second there. sigh

[foxb86]

i placed an order 10 days ago with them, and have sent 2 messages asking if they could ship the in sotck items now and the rest later. i have not received any kind of reply. definately less than pleased...

[sandman1911]

At least you guys can even place an order to wait on.
I can't even get the age of a 34 year old man verified.

[dpete]

At least you guys can even place an order to wait on.
I can't even get the age of a 34 year old man verified.

Don't feel bad youngster, it has happened to me at a tad older. I've not been carded in years as the bit of grey in the beard is a giveaway. One site in Sweden couldn't verify me electronically and wanted me to send a scan of my drivers license. Didn't happen. The trouble seems to be that the customer has no input in some verification processes. I've gone through ones that ask me to choose the address or county where I lived 25 years ago and they do have a correct one listed. I've never been turned down by one of those.

[sandman1911]

Don't feel bad youngster, it has happened to me at a tad older. I've not been carded in years as the bit of grey in the beard is a giveaway. One site in Sweden couldn't verify me electronically and wanted me to send a scan of my drivers license. Didn't happen. The trouble seems to be that the customer has no input in some verification processes. I've gone through ones that ask me to choose the address or county where I lived 25 years ago and they do have a correct one listed. I've never been turned down by one of those.

I'm about to just say to hell with Northerner and it's sad too, I've always had great service from them.
Placed an order with Premium Snus yesterday and it's pending, so I guess no news is good news right? (No tracking # and the money has been taken from my account)
Every since I have gotten back stateside, placing orders have been nothing but a huge pain in the f%$#ing ass.
If it wasn't for my stash in the deep freezer and what little I picked up bouncing around the globe, I'd either be smoking or using that Camel shit right now.

[Anthony]

It's doubtful they had much excess capacity before the EU rules. I mean, they'd be dumb if they had a bunch of guys sitting around waiting for a flurry of unexpected sales.

Think of it this way:

You go to a restaurant every day. It's always pretty busy, but you're usually able to sit down and have a sandwich. Then the law changes making it so all of Europe can only eat at that restaurant. Now the line is around the block and when you call you get a busy signal. In time, they can add a few tables, hire a couple more cooks, maybe a guy with an accordion to play for you, etc...

Even now, who know how long the increased orders will last? How long will the rules stay this way? Is it worth it to hire a bunch of people before the rules are made more permanent? Will they be? Is the warehouse too small for more employees? Should they buy another building? Can they get the loan on good terms? Is that worth it? etc. etc.

[sirloot]

This is very possible .. as i had no problem with my order a few weeks ago ..Still doesn't excuse poor customer service.. atleast a blanket email to customers stating said influx of eu customers causing the delay.

[GoVegan]

I still have not received my order that was "shipped" on the 11th. I guess UPS must be using mules now due to high fuel prices as their shipping seems mighty slow. Also here is the response received from Northerner in regards to my last ticket I sent on 4/21/2011 and I quote.

" "

[GoVegan]

It's doubtful they had much excess capacity before the EU rules. I mean, they'd be dumb if they had a bunch of guys sitting around waiting for a flurry of unexpected sales.

Think of it this way:

You go to a restaurant every day. It's always pretty busy, but you're usually able to sit down and have a sandwich. Then the law changes making it so all of Europe can only eat at that restaurant. Now the line is around the block and when you call you get a busy signal. In time, they can add a few tables, hire a couple more cooks, maybe a guy with an accordion to play for you, etc...

Even now, who know how long the increased orders will last? How long will the rules stay this way? Is it worth it to hire a bunch of people before the rules are made more permanent? Will they be? Is the warehouse too small for more employees? Should they buy another building? Can they get the loan on good terms? Is that worth it? etc. etc.

I would feel very differently if I had received an email that said something like "We are swamped right now because of the EU ban and we expect your order to take X days. Of course we will toss in a few extra cans of Gellivare for the wait and notify you immediately if there are any changes. If this will not work, please notify us and we will issue a prompt refund".

In fact, I would be quite happy for Northerner if their slow service and shipping was increased sales. It would mean a better and stronger Northerner for all of us.

What I got instead was "We shipped your package on the 11th and here is some crappy UPS tracking number that doesn't work. Don't bother notifying us if you do not receive your shipment or a valid UPS tracking number because we wont reply to your email."

This does not feel like a customer oriented company to me anymore and no they did not say anything about my order being delayed due to the EU ban.

So now, we are going on 3 weeks and I am still waiting for my Gellivare. Does Northerner really expect me to go through this crap again in the future? Like I said, I usually place small orders so I am sure that losing my business means nothing to them.

[jdman321]

Screw northerner, bastards.

premiumsnus ftw.