I feel very let down by Northerner - be careful!

[muddyfunkstar]

Amy needs sacking. She's rubbish at her job. Every time I've had to contact Northerner and Amy responds, I end up having to go back and forth a few times because she's clueless about the company, clueless about how the website works, and clueless about customer services.

[chadizzy1]

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

To be honest, I wish we could have regular USPS option. You EU guys are lucky to have that. I'd take the risk of losing a package to have cheaper shipping.

But yeah that sucks. Email or PM Rick, I'm sure he'll remedy the situation for you.

[rickcharles606]

To be honest, I wish we could have regular USPS option. You EU guys are lucky to have that. I'd take the risk of losing a package to have cheaper shipping.

But yeah that sucks. Email or PM Rick, I'm sure he'll remedy the situation for you.

Already working on it ;-)

[Fazer]

Already working on it ;-)

Who is Rick ?

[squeezyjohn]

Well - thanks for the back-up everyone. sgreger1 is most likely right that it's got lost in some hole somewhere in the USPS, customs and never underestimate the UK's Royal Mail to completely balls up a delivery too!

I've had my final reply from Amy who I would defend from the personal jibes as she's been good at rectifying problems for me in the past. However - I think she's definitely towing the party line which may have got leaner and definitely meaner in recent times. But she has explained that I missed the small print and by implication it is indeed my fault that the cans never showed up. Silly me!

I'll leave you with the <ironic>"Helpdesk"</ironic> conversation. Make your own minds up. Me, I'm not going to order from either warehouse again - which is a shame as I'd like to have tried the Pioneer.

Time: 01/07/2012 09:56:08 From: [2494] (squeezyjohn) John Spiers Hello, I still have not received this small order from the US warehouse. Has it been sent? If so, it is a very long time from ordering not to have received the package. Can you trace what has happened to it please and let me know if it will arrive here. Thanks John Spiers [ Quote ] Time: 01/09/2012 14:23:25 From: [165211] (amyperry) Amy Perry Dear John Spiers, I am sorry for the delay in your order. Your order was shipped out on December 2nd with regular mail from the US warehouse. There are no tracking numbers for regular mail orders. Delivery should be 7-10 business days from the day it ships out. There also can be delays, which are out of our control. If there is anything else I can do for you, please feel free to contact me. Thank you, Amy [ Quote ] Time: 01/09/2012 22:33:44 From: [2494] (squeezyjohn) John Spiers Well that was over 35 days ago then. There has been no correspondence from customs to indicate it has been stopped due to VAT or excise duty payable. How long should we leave it until we think my order is "lost in the post" and seek to rectify the situation? I did order it in good faith and as you can tell I'm a fairly regular customer! [ Quote ] Time: 01/10/2012 15:00:02 From: [165211] (amyperry) Amy Perry Dear John Spiers, I am sorry that you do not have any word about your order yet. Unfortunately your order has not been returned to us at this time. If it is returned, we will be more than glad to reship at your cost for reshipping. If there is anything else I can do for you, please feel free to contact me. Thank you, Amy [ Quote ] Time: 01/10/2012 16:12:32 From: [2494] (squeezyjohn) John Spiers That is the single most dreadful bit of customer service I have ever seen from a company. Not taking the slightest bit of responsibility for an order going astray is such a silly policy. Your customers do talk to each other, do you realise that? [ Quote ] Time: 01/10/2012 19:58:14 From: [165211] (amyperry) Amy Perry Dear John Spiers, I am very sorry again that you do not have your order. Unfortunately once the order leaves our warehouse, it is out of our control I am afraid. All customers that choose Regular mail for shipping check a box that says: I'm over 18 years of age and this purchase is for private use only. I also agree that by using this postal service Northerner takes no liability for lost or delayed packages. Northerner can also not take responsibility for any issues with my country's custom's import policy. If there is anything else I can do for you, please feel free to contact me. Thank you, Amy

[Fazer]

To be honest, I wish we could have regular USPS option. You EU guys are lucky to have that. I'd take the risk of losing a package to have cheaper shipping.

But yeah that sucks. Email or PM Rick, I'm sure he'll remedy the situation for you.

The price for UPS with tracking or swedish post office (without tracking) from the EU is about the same chad, unless you want super fast UPS, so i always, always pick tracking

[Reynard]

Well I don't have any complaints about northerner. In fact, they've bent over backwards for me in the past and quite recently: I was shipped a 5ml icetool (seriously, if you don't own one you're missing out!) and it had a slight scratch - barely noticeable. I'm a bit of a perfectionist, so contacted them to ask if I could post it back and have a new one sent out. They got in touch almost immediately and I had a new one within days. They didn't ask me to return the first one.

[squeezyjohn]

Hey Vulpes - it looks like very good customer service you got then!

I'm jealous.

Seriously - I know that I've also had good customer service from them in the past and very few errors recently. As has been pointed out to me by Amy, I had ticked the box saying "If this package goes missing it's no-one's fault but my own" or words to that effect so I should not have expected anything. The problem I have is that I do feel hard done by ... because there is no other option to order that product other than to have it shipped in a way where I have to tick that box.

And who is this Rick? Is he the one who replied saying that he was already working on it? If so - he's a moderator of these forums, isn't he? Is he Northerner too?

That would make this forum not impartial then ... I may have been posting here under a misunderstanding.

[Reynard]

John, I can appreciate what a bummer 35 days of waiting must be. We're put in a sticky spot by the fact that you can't get traceable shipment from the US. I think this is the bread and butter of the problem. Sorry if this sounds glib, and it does, but I would never order if that were the only option, and it's the reason I don't.

I must say the "If there is anything else I can do for you, please feel free to contact me" sounds a touch redundant in the context of your exasperation, mate. Almost farcical.

But still, on the basis of MY experience (and we are a forum of members of differing experience in these matters) there's been no problem. Having said that, I'm sure we're all glad you brought this up. After all, what is a company without its customers.

[rickcharles606]

Who is Rick ?

me ;-)

[lxskllr]

And who is this Rick? Is he the one who replied saying that he was already working on it? If so - he's a moderator of these forums, isn't he? Is he Northerner too?

That would make this forum not impartial then ... I may have been posting here under a misunderstanding.

Ricks been a member here longer than a member of Northerner. Impartial here? That might be a bit of a stretch. I'd say Northerner is the "official" supplier of SnusOn, but this is a good place for complaints, compliments, or anything else regarding any of the companies. The only thing verboten is commercial spam by company members :^)

[squeezyjohn]

Thanks for clearing that up Lxskllr! I really had no idea.

And Hello Rick from Northerner (but more from here) - I'm not sure I want any special treatment if it is company policy to sell a product on the internet that forces the buyer to sign a box saying "This package might not ever get to you and if it does there's nothing you can do about it. Do you agree?". I signed that box because I thought it was the usual BS about being over 18 and using the snus as chewing tobacco - so Amy was technically right that there is nothing she can do about it ("If there is anything else I can do for you, please feel free to contact me").

That being said - I would love to try the Pioneer (although if the only way of getting it is like this then maybe it's not worth the risk of acquiring a taste for the stuff)

Cheers

Squeezy

[rickcharles606]

Thanks for clearing that up Lxskllr! I really had no idea.

And Hello Rick from Northerner (but more from here) - I'm not sure I want any special treatment if it is company policy to sell a product on the internet that forces the buyer to sign a box saying "This package might not ever get to you and if it does there's nothing you can do about it. Do you agree?". I signed that box because I thought it was the usual BS about being over 18 and using the snus as chewing tobacco - so Amy was technically right that there is nothing she can do about it ("If there is anything else I can do for you, please feel free to contact me").

That being said - I would love to try the Pioneer (although if the only way of getting it is like this then maybe it's not worth the risk of acquiring a taste for the stuff)

Cheers

Squeezy

Just so there's no misconceptions here, I run the US distribution to brick and mortar stores, but never like seeing things like this. I and I know that Frank wants you to get the snus that you paid for, and I'll do what I can to ensure this is taken care of immediately. Please PM me a little more info about your order, such as order number, exact date you ordered, etc. Thank you sir ;-)

[Snusdog]

Just to further clarify

Snuson is owned by Icetool not Northerner

And like LX said............apart from spam...............the forum is impartial and open

Sj.................I hope Rick is able to get things sorted out for you....................and I also hope that this thread will help bring some CS policy clarification and improvements for the rest of our EU members in the future

[kevs]

Hey Rick!

I'm gonna use the moment and ask if there is a possibility of splitting orders? For example let's say I have ordered 20 cans of snus in total of 40€, but customs here will tax the shipments with overall value of 21 eur, so is it possible to split the order and send it in 2 separate packages with both having value of 20€. Most of the time I can't even order a roll, usually it goes over the 21€ limit by few cents, but tax here for 10 cans is 18€.

But to the topic- I have no complaints with useing Northener and as I can order from US warehouse only I have always got mi packages with regular mail, and few times even more than I ordered, hehe