Introduction and apology

[Northerner_ops]

Greetings everyone,


I thought I would pop in and introduce myself and give you all an update as to what’s going on here at The Northerner. My name is Rob and I am the new Director of PR and Social Media for Northerner Scandinavia. I would first off like to offer an sincere apology, and an explanation as to what happened, to all of you who have had issues with ordering from us in the past months. Due to a very large and trying upgrade to our E Commerce software recently, we realized there have been a few glitches that caused major issues with ordering and our customer’s ability to see updates in the orders. We have identified the issues causing this and have already remedied the majority of them and are working to get all of them resolved very soon. Another issue we resolved was with the in-stocks in our US warehouse. This was caused by us shipping from the US to our customers in the EU. We hadn't anticipated that we would see an increase of orders as fast as we did which caused us to run out of product faster than we could replenish it. We have now discontinued this method and the in-stock levels at our US warehouse will return to normal.

In the near future we will be making some exciting announcements at The Northerner that we think will be pretty cool and that you will like a lot! As I get more information about these things, I will post them here and on our Facebook pages. I really think you’ll like them since they are things that are really exciting and different than anything we’ve done before!

Once again, from all of us here at The Northerner, we offer our sincere apologies for the past issues and if you have any questions, please PM me or post them in this thread. I will be happy to answer them.

All the best,

Rob

[heders]

Greetings and welcome to the forum, Rob!


I have thought about ordering from Northerner a lot of times; but after reading the reviews recently I decided not to and stuck with Buysnus. However, since you have got your system back on track I think I will try you guys next time. I would love to be able to try some American dip which I saw you have!

Generally I do not need to order though since I live in Sweden, but I am abroad now until may, so expect to see my order there sometime soon!

[GN Tobacco Sweden AB]

Dear Rob you know I am Odens dude, may I ask you what is your plan to be fear to all suppliers of yours ? I mean people in EU can get only one producers products from your wherehouse not located in US,if you know what I mean ? And you are great company I will support you as much I can just to treat each supplier equal maybe or have same price for transport from US to EU and From not US wherehouse to EU ?

[Northerner_ops]

Greetings and welcome to the forum, Rob!


I have thought about ordering from Northerner a lot of times; but after reading the reviews recently I decided not to and stuck with Buysnus. However, since you have got your system back on track I think I will try you guys next time. I would love to be able to try some American dip which I saw you have!

Generally I do not need to order though since I live in Sweden, but I am abroad now until may, so expect to see my order there sometime soon!

Thanks Heders! I know you'll see a marked difference now. :-)

[Northerner_ops]

Dear Rob you know I am Odens dude, may I ask you what is your plan to be fear to all suppliers of yours ? I mean people in EU can get only one producers products from your wherehouse not located in US,if you know what I mean ? And you are great company I will support you as much I can just to treat each supplier equal maybe or have same price for transport from US to EU and From not US wherehouse to EU ?

I do sir! I will let the powers above me know since, to be honest, it's something I'm not involved with. I will get you an answer though.

[GN Tobacco Sweden AB]

All the best to you and to your company , you where first to start with snus 1998 and I do have respect for your company

[lxskllr]

Just a word of advice... Make sure it's fixed before saying it's fixed. If things are still fscked up, say so. Nothing squanders good will like having smoke blown up your ass. Northerner can still recover, but it needs to be done right, and problems need to be history.

[BlackBart]

Northerner has their work cut out for them to get my business back. The last 4 weeks have been frustrating dealing with them. Luckily my fellows snussers have furnished me with enough product to hold me over while Northerner tries again to fix the problem. We shall see.

[Skell18]

Hi Rob,

Thanks for coming over and giving an explanation

However the email that most people got this week regarding only V2 and those disgusting DOS products now being available to the EU, I am sorry but I will never be ordering from Northerner again, I don't want V2 products as I don't care for them. Now my only source of any variety in snus has stopped selling the snus I want, you had already stopped shipping Swedish Match products to us, now Jaks, Oden's and once the Skruf is gone its gone.

My only source now is to use snusline, Oden's direct or fly to Sweden. I may be in the minority here but I didn't mind waiting for orders, perhaps because I don't buy when I run out, I only buy to top up my stocks so I am never without snus, so waiting a bit longer really didn't bother me (I do however understand the frustrations of others who were waiting a long time though).

So my question is, are Northerner ever going to sell anything other than V2 to the EU? That is the only way you will get my business back.

[Burnsey]

Just a word of advice... Make sure it's fixed before saying it's fixed. If things are still fscked up, say so. Nothing squanders good will like having smoke blown up your ass. Northerner can still recover, but it needs to be done right, and problems need to be history.

Well put and sentiments I share.

But, good of Rob to visit.

[Zubenelgenubi]

Hi Rob,

I´ve done some orders to Northerner and I´m really happy actually, the service is good and I haven´t had any problem, cheap shipping costs and fast delivery, the only bad thing is about the variety of brands for those who live in EU as myself, Will you be shipping more brands to UE in the next future? That would make me become in a fan of Northerner!

Best

[Frosted]

Lxskllr said it very well and a lot more politely than I would have. You've got one mother of a mess to fix and many years of regaining confidence before I'll be ordering.

[jagmanss]

Lxskllr said it very well and a lot more politely than I would have. You've got one mother of a mess to fix and many years of regaining confidence before I'll be ordering.

+1 !!!!!

[SpainZaragoza]

Dear Northerner:


I am a Spanish customer who placed orders to EU and U.S. stores.


All have come, ok.


Northerner has to strive to offer shipping with tracking number, otherwise we can not know if shipping status.


When routing number Northerner offers again buy


Thank you very much for your communication, apology accepted.

[squeezyjohn]

Well Rob - you have some balls to come on here and write a post like that ... thank you for your bravery!

How you can expect us to even begin to believe that the explanation in your first post here can possibly explain the worst consumer experience imaginable since the end of August 2012 ... it beggars belief - as we say in the UK.

The company you are representing has done the following since August:

Removed the bonus point system overnight without any kind of compensation regardless of how many points loyal customers held at that point. (I, myself, had nearly enough for a full roll of snus at that time)

Consistently shown items as in stock on the website when clearly they were not.

Shipped snus that was already very close to expiry by the slowest method possible in uncontrolled temperatures so that when it arrived it was almost unusable (I, myself have thrown away 50 cans of Swedish Match snus from Northerner in this time period because the taste was so unpleasant)

Taken advantage of the unjust and corrupt EU ruling regarding online snus sales to exploit snus-addicts in the EU by denying them any level of customer service during that time by simply maintaining silence and withdrawing the services Northerner used to offer but still taking our money without any warning that we might suffer problems with orders.

Stopping almost all replies to support tickets raised on the website since the end of August - therefore providing basically no customer service at all in that time period. (I understand that is the same for customers outside of the EU as well as within it)

A complete lack of representation here on SnusOn - the largest snus user's forum on the net (I think) when I'm certain people from the company you represent must have read the consistent barrage of complaints here.

So - Rob - as the new director of PR at Northerner Scandinavia - could you please answer all of the above points in a way that is truthful and believable. Then, and only then, will some of us even begin to regain trust in the company you work for.

Cheers

Squeezy