I feel very let down by Northerner - be careful!

**shikitohno** · 10-01-12, 05:29 PM

And Northerner shoots themselves in the foot once again. Seriously, they need to step up their customer service game and get things sorted. These sort of horror stories keep popping up on a regular basis, and have been for at least the last year and a half. And by all accounts, Northerner has done nothing to improve their customer service. You guys need someone to man the phone lines and inbox, or what? Seems like it might be about past time for you guys to expand that department of your company, or you're going to have a bunch of pissed of customers leaving for other stores that take better care of their clients.

**crullers** · 10-01-12, 05:43 PM

Is this a problem mostly with the US shop? I've been dealing with the Swedish one and haven't had a problem yet.

**spirit72** · 10-01-12, 05:53 PM

Originally posted by crullers

Is this a problem mostly with the US shop? I've been dealing with the Swedish one and haven't had a problem yet.

It does happen from time to time with international shipments with both Northerner and Buysnus. Not sure if it gets hung up in Customs, or just 'lost'.

4 cans, though? Give the chap a break, Northerner.

**squeezyjohn** · 10-01-12, 06:08 PM

It's the US shop mainly because there's no option for shipping apart from USPS regular mail which is untraceable. I always use UPS or FedEx when I order from Sweden for exactly those reasons. I have ordered from the Northerner US warehouse before without trouble.

It's the attitude I have an issue with. Either a company uses a shipping method where the shipper can be held accountable and claimed against if a package goes missing, or they take a hit when one goes missing. The last thing I would expect is for them to say that I should take the hit. I mean - that's gambling, not ordering from a reputable company.

It's not inconceivable for someone in my position to believe that Northerner has just not sent the package and has kept my money ... obviously it would be libellous to claim that is the case so I won't. However from my position the end result is the same thing - and if they were bothered about their company's reputation then they would not have dealt with my problem in such a manner.

Just Saying!

Just saying!

**Fazer** · 10-01-12, 06:10 PM

I don't like the fact that you cant have a traceable service from the US. I've just ordered six cans of Pioneer from their US web shop which i 'hope' i'll get in a couple weeks time. i've only done 3 orders from the US and the non traceable service is the reason why .... it sucks that they wont resend 4 bloody cans mate, that's just crap service

**benwon5** · 10-01-12, 06:57 PM

I have switched away from them due to the lack of customer service. They really have alot to learn about customer service! What they seem to do well is give free stuff to the people with you tube followings.

**Ansel** · 10-01-12, 06:57 PM

I'm sorry to hear about your trouble John - that's not good.

**Fazer** · 10-01-12, 07:18 PM

I will say one good thing about Northerner from my point of view. I did an order for 10 cans of Phanton Los and they sent portions, at first i figured oh well that sucks. The next day i sent an email that wasn't complaining as such, just pointing out their packaging department had messed up, and i was just pointing it out as i'd always had 'very' good service. I figured that would be it, but no, they sent out a roll of 10 los and paid the post, the best part was they didn't ask for the portions back, they just said sorry and gave me a free roll

Edit: it was Amy from customer service who delt with you john

**Ansel** · 10-01-12, 07:19 PM

They did send me a roll of Skruf Stark when i had a roll of Skruf Stark go missing...

edit: which UPS lost (i had tracking)

**sgreger1** · 10-01-12, 08:55 PM

Originally posted by Fazer

I don't like the fact that you cant have a traceable service from the US.

Non-traceable? I just ordered from them a week ago and like always they sent me the "Quantum View" UPS Ship notication that includes the tracking number. I can trace it from the warehouse to my doorstep. Maybe it's because I live in the states though and they don't offer that service when shiping to the uk or something?

Re: OP's problem

Shit seems to get lost a lot, and i'm not sure who to blame for that but it's probably customs, UPS, Northerner, or some combination of the 3. That part is inevitable but I do think they should offer to re-ship you the 4 cans at their expense. Additionally, they should substitute new cans because after 40+ days of being somwhere between the US and England in a hot truck/ship/plane, I imagine they are dry as hell and of little value to you at this point. The cost to Northerner for 4 cans would be miniscule relative to the amount of potential business they will lose by pissing off a recurring customer.

Edit: In Northerner's defense however, they always seem to remedy any situation i've had. I imagine they will go ahead and re-ship the items to you at their expense and this may all be due to some customer service lakey they hired who doesn't know what they are talking about. Usually Northerner comes through in the end (though it would be nice if you didn't have to fight with them to make that happen).

**shikitohno** · 10-01-12, 09:16 PM

sgreger, it seems USPS is the only shipping option for international orders from their US warehouse, apparently. So UPS has nothing to do with this, nor do your experiences dealing with them. Whole different game to play for our friends in Europe.

**Fazer** · 10-01-12, 09:45 PM

Originally posted by sgreger1

Non-traceable? I just ordered from them a week ago and like always they sent me the "Quantum View" UPS Ship notication that includes the tracking number. I can trace it from the warehouse to my doorstep. Maybe it's because I live in the states though and they don't offer that service when shiping to the uk or something?

We get the quantum view UPS ship notication that includes the tracking number if we order from the EU but, orders from the US is regular US post office mate

**wa3zrm** · 10-01-12, 09:48 PM

Originally posted by squeezyjohn

And that's it. It's my fault that I didn't receive the goods and I have to bear the full expense of the missing goods or the cost of shipping...

If you ordered by credit card, contact your credit card company and report that fraud has taken place. They should refund your money and give Northerner some grief!

**Fazer** · 10-01-12, 10:00 PM

Originally posted by Ansel

They did send me a roll of Skruf Stark when i had a roll of Skruf Stark go missing...

edit: which UPS lost (i had tracking)

I always wonder how things get "lost" when they have an entry scan as it goes onto the truck, and an exit scan when it comes off the truck at the next hub? funny that innit

I feel very let down by Northerner - be careful!

I feel very let down by Northerner - be careful!

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