Introduction and apology

[texasmade]

Still waiting on a reship. Multiple messages to customer service ignored. I really wish I could speak with a live person and know for a fact that it is gettibg taken care of. I feel like I've basically lost $80 righ now.

[NorwegianInSpain]

It has been 2 weeks tomorrow since I placed my order. Still has not arrived. I have made another order from Snusline in the meantime, 6 days ago. Let's see which one arrives first Come on Northerner!!!! I need my Skruf!!!!

[Xii]

For what it's worth, I've seen an incredible speed of service with my most recent order.

I was very cautious after my last order took around 60 days and several fairly angry emails before it arrived at my doorstep. The weirdest part of the whole thing was that the two out-of-stock tins (which had been holding up the entire order) arrived a week before I finally received the other 20 in-stock tins.

I placed an order last night, had confirmation emails from Northerner early this morning, and a tracking number from UPS by the afternoon. UPS has the package and estimates a Wednesday delivery - 3 days from start to finish using standard ground shipping. Obviously I haven't seen the goods quite yet but so far it has been faster than any order made with the older version of the site. Nothing fancy - mostly Jacobssons, Thunder, and Odens. I didn't end up with the type of Odens I had hoped for but it's been out of stock for weeks. I did get two free tins and I'm not sure where they came from, I couldn't find any specials except on General. Not gonna complain about that!

For those having problems, I feel for you - I was seeing red. I drove 115 miles round trip to buy some (over-priced) snus so that I could have something besides General. I suppose I'm lucky to have other options and my order didn't take as long as some here. I still had a lot of cash taken out of my account and nothing to show for it. I'll reserve final judgement on this order until a couple of days from now.

[GN Tobacco Sweden AB]

For what it's worth, I've seen an incredible speed of service with my most recent order.

I was very cautious after my last order took around 60 days and several fairly angry emails before it arrived at my doorstep. The weirdest part of the whole thing was that the two out-of-stock tins (which had been holding up the entire order) arrived a week before I finally received the other 20 in-stock tins.

I placed an order last night, had confirmation emails from Northerner early this morning, and a tracking number from UPS by the afternoon. UPS has the package and estimates a Wednesday delivery - 3 days from start to finish using standard ground shipping. Obviously I haven't seen the goods quite yet but so far it has been faster than any order made with the older version of the site. Nothing fancy - mostly Jacobssons, Thunder, and Odens. I didn't end up with the type of Odens I had hoped for but it's been out of stock for weeks. I did get two free tins and I'm not sure where they came from, I couldn't find any specials except on General. Not gonna complain about that!

For those having problems, I feel for you - I was seeing red. I drove 115 miles round trip to buy some (over-priced) snus so that I could have something besides General. I suppose I'm lucky to have other options and my order didn't take as long as some here. I still had a lot of cash taken out of my account and nothing to show for it. I'll reserve final judgement on this order until a couple of days from now.

Brother Odens is quite FANCY

[squeezyjohn]

I've still heard nothing from The Northerner despite Rob's efforts on behalf of us forum members.

This doesn't come as a surprise to me.

[Humey]

Its mental the difference in service some of us get. I've ordered two lots of dip from them in the last month, both times they have been delivered within 14 days and well within date (July 2013). Lets just hope they are getting their act together and everyone starts getting the same results. If anyone here in the UK is waiting dip and you've run out just give me a shout, if I have the spare cans I'll post you some over to keep you going

[crullers]

I've still heard nothing from The Northerner despite Rob's efforts on behalf of us forum members.

This doesn't come as a surprise to me.

Same situation here. Northerner shipped me the wrong product last order and I've tried to address the issue through Rob and Northerner but there has been no resolution yet. They even closed the ticket that I opened regarding the matter. Its been almost a week since I've had any correspondence from them.

Update: I just heard from Rob and have been assured that my issue is being looked into.

[nnowik360]

Well its gonna be hard to get me to buy anything from northerner from all the stories ive heard. I order from snuscentral and it takes three days to ship to tn. Unlike northerner they will go out of their way to make their customers happy. Thats what i call customer service. So unless snuscentral severly messes my order up somehow i will prob never order from northerner with all their bad rep. They are prob better off changing their name and starting over.

[squeezyjohn]

I too had an update from Rob and he seems as frustrated with Northerner customer services as I am! He again has said that my issues will be resolved very soon.

I would like to firstly say that I think Rob is doing everything within his power for us if we bring him a genuine complaint - but all he seems to be able to do is pass the message on in a different way to the ones we are already using.

So no disrespect to Rob, but I am going to continue to tell people here exactly the kind of customer service I have got from Northerner despite spending many thousands of pounds with them over the years until I feel some kind of resolution to my situation has been achieved. I will do that in response to people's questions and I will keep making cheap jibes in every thread I can shoehorn the subject - I may even start new threads from time to time just expressing how angry I am with Northerner. Some of the more observant among you will have noticed a little of this already!

But let's face it - Northerner are a complete joke if even their PR guy on here is getting annoyed with them after only a few weeks.

[hokiehi82]

I don't know. I guess I'm just lucky. I placed my first order from northerner since the website change and held my breath a couple weeks ago. Surprisingly everything showed up in three business days except for a small mixup with two random cans I threw in. Started a ticket and I got a response in about six hours and my replacement cans in about two days. It seems like there's a lot of hit and miss with them but they've never really screwed up on mine.

[Cschaef13]

I just would like to say that I received my first order from Northerner and am more than satisfied with the customer service that I received. I ordered 10 cans of snus, via swedish mail and received them today(Shipped to British Columbia, Canada. I ordered on Feb 23 12am PST,They were shipped out on the 26th of February (5 cans) and 27th of Feb (4 cans, there was a out of stock snus so they removed it from my order and credited immediately). When I opened a ticket to confirm order and make sure everything was in order and asking why they only shipped half my order they answered within 16 hours of my request .I received the Snus 12 March (11 Business days). Yes it did take awhile but I believe that is only due to the post as I have ordered through snusline shortly after through same post, and have not received the package yet. THe full order was 43.67 The customs was not bad I got dinged 34.10 for 1 package, the other made its way through, which at the end of the day worked out to 8.67CADper tin. To compare to my buysnus order with UPS the order was 11 cans, ordered March 4, Sent March 5 and received March 11(only ordered because I had no stock at home and wanted it fast with UPS). The cost of the order was 70.15 USD and duty, taxes etc was $55, so the cost per tin worked out to 11.37 per can, and the original price was in USD so it could mean I was charged more or less on my credit bill depending on exchange rate ATM. The dates on my snus from buysnus were great the earliest date was July, and the northerner was definitely closer dated with one being as early as April 10(I made sure dating format was correct), my only concern being that my Thunder Orange came without any sign of a best before date on it. Another thing about buysnus I liked is I got the free extra can which is nice but sometimes does not pay for me when I get dinged at customs. I will probably will be using both carriers in the future but comparing prices and definitely cutting out UPS as I have heard that they have high charge rates and are basically guaranteed to be dinged. One question if the original poster reads this, how are you guys going to work to maintaining a better standard to the dates in your warehouse and a possible rotating issue? Second question I made an order without it linked to my account is it possible to get this linked to my account so I can get my bronze membership for whatever benefits I get?

[devilock76]

I too had an update from Rob and he seems as frustrated with Northerner customer services as I am! He again has said that my issues will be resolved very soon.

I would like to firstly say that I think Rob is doing everything within his power for us if we bring him a genuine complaint - but all he seems to be able to do is pass the message on in a different way to the ones we are already using.

So no disrespect to Rob, but I am going to continue to tell people here exactly the kind of customer service I have got from Northerner despite spending many thousands of pounds with them over the years until I feel some kind of resolution to my situation has been achieved. I will do that in response to people's questions and I will keep making cheap jibes in every thread I can shoehorn the subject - I may even start new threads from time to time just expressing how angry I am with Northerner. Some of the more observant among you will have noticed a little of this already!

But let's face it - Northerner are a complete joke if even their PR guy on here is getting annoyed with them after only a few weeks.

It is kind of seeming like an ambush for the poor guy. They tell him ok you are the new PR guy, we had a couple minor issues but they are all better now (even though they are not) go smooth it out with the online community. He tries to do the job only to find out the problems run deeper than he was told and are not fully resolved. Ends up getting ambushed from both sides. I have seen the same thing happen to PR people in the past and it is a shame. I think some people think PR people are magicians that can spin anything into anything.

Ken

[NorwegianInSpain]

It has now been 16 days since I placed my order, 12 working days, and 10 working days since my order status was changed to completed. First of all, I assume "completed" means shipped, as the status has not changed since. When is it time for me to start worrying? I had hoped it would be here by now, but don't want to start pushing too early. Additionally, if it is really shipped, it's out of their control now. But I am not sure I trust that after everything I have heard. Compared to many of you, who has waited forever and maybe not had their issues resolved at all, 16 days seem like no time. I have never ordered snus before, so I don't know how much time it should take, but I have ordered a lot of other things and sent personal packages between Scandinavia and Spain and it has rarely taken a week, very often less. Regular mail service is quick and efficient here. How do I go about getting in touch, should I send an email or am I better of just calling them? Thanks...

[Zubenelgenubi]

It has now been 16 days since I placed my order, 12 working days, and 10 working days since my order status was changed to completed. First of all, I assume "completed" means shipped, as the status has not changed since. When is it time for me to start worrying? I had hoped it would be here by now, but don't want to start pushing too early. Additionally, if it is really shipped, it's out of their control now. But I am not sure I trust that after everything I have heard. Compared to many of you, who has waited forever and maybe not had their issues resolved at all, 16 days seem like no time. I have never ordered snus before, so I don't know how much time it should take, but I have ordered a lot of other things and sent personal packages between Scandinavia and Spain and it has rarely taken a week, very often less. Regular mail service is quick and efficient here. How do I go about getting in touch, should I send an email or am I better of just calling them? Thanks...

My last order to Northerner was shipped on Feb 20th and it arrived on March 6th, just 2 weeks after shipment. My order was 10 cans of Skruf strak portions and 3 cans of loose skruf stark. They shipped 10 cans of the portions and that´s what I got, but the loose cans was shipped on Feb 26th and I´m still waiting for them, I guess the will arrive soon. What I mean is that you are still "on time", wait some days and if they don´t arrive, contact them.

[Skell18]

Put in an order yesterday, had email confirmation of the order and its showing as now shipped! Looks like Northerner are getting their act together