A letter to Buysnus

[Xobeloot]

I just wrote/sent this letter to Buysnus. Thought I would post it here as well. (I'll put on my flame suit now...)

I just wanted to write all of you over there at Buysnus a quick letter.

I have been using your service for close to a year now, and have had nothing but stellar service.
It seems that as of late, more and more Americans like myself are finding snus, and with that, Buysnus.
Being a member on Snuson, I tend to see all the gripes and complaints, and I have gone out of my way
to stand up for your great service. I cannot help but think that many people have taken advantage of your incredible
customer service.

You guys have always been the first to say "Hey, we'll resend that". And I have been saying all along that that can't
last forever. Eventually something is going to have to change. The bottom line is that you offer a great service,
you let us use the cheap Swedish post, and you say right on your website that you are not responsible for lost shipments.

It seems like lately, I see more and more posts on Snuson about people trying to contact you and not getting any response.
I keep telling people that the slowed responses are because you guys are putting more effort into researching lost shipments.
I knew it was just a matter of time before people started taking advantage of your great service.

I guess what I am saying is that I greatly appreciate all of you, as do all of us who use your service. I hope that the number of
e-mails coming in to you about delayed shipments, etc from my fellow Americans will not reflect on all of us as a whole. We are not all
whiny, complaining assholes!

I understand that there can be delays in shipments, mild damage to cans in the cheap envelope, etc. This is not your fault!
We all have the option to select, pay for and use UPS for insured/padded delivery.

I guess what I am getting at is this. Please! Do not let a few complaints and/or shipping problems change the way you have
handled your customer service in the past. By all means, be more cautious about just re-shipping orders when everyone is
well aware that there is a shipping delay happening state-side. Just don't blow people off thinking that they may just be trying
to get something for nothing (even though lately you have every right to be cautious).

Anyways, I will stop before I reword the same things yet again.

Many thanks,

Your loyal customer - Xobeloot/Kevin

[bakerbarber]

I get your drift.

It needed to be said.

In one way or another.

Buysnus is great. Things happen and some people are impatient. Some people, hopefully very few, look for opportunities to take advantage of good things. Hopefully we all start making smaller more frequent orders and include some informed understanding of the process as a whole.

[lxskllr]

Great letter. I concur :^)

[kidstaxi]

Nice letter.

I am one of the most loyal customers to any business, I do business with.
I guess, I am just one of the first people to get "snagged" by buysnus.com tighted return policies.

I have bought from all 3 of the big online stores. I just found it an inconvience, to say the least, having to track down or waiting on products, I have paid for.

Swedish Match and Norterner have never shorted me a single can, in any order.

I posted this in another forum. My last order, which was a $102, I placed on 9-30-2008 is still not in my hands. Buysnus has informed me that they are now standing by thier "No Guarentee" policy. Which is fine.

I do feel like they should take some responsiblity. Seeing as they have my money and I do not have my snus.

I have not read about people getting shorted from the other online stores on this forum. I have not researched it that much either. But, it seems what I have read here, that buysnus has a problem sending out incomplete orders. It has been my personal experince also.

Which leads me to believe that maybe they might have a dishonest employee in the shipping department.

I will just go on my personal experience. Swedish Match and Northerner have given great service, that service being, deliviering my WHOLE order in a timely manner.

I am truly glad, that you and others have had a great experince with buysnus. I am just not sending them any more of business. I also think if your experinces have been like mine, you would feel the same way.

[Condor]

I have used buysnus almost exclusively, but now that getsnus is getting its inventory up, I might be headed in that direction...they have package tracking and it took 3 days for me to get my stuff, and the price is comparable. I was very impressed with them. THough I have had problems with buysnus, they were minor, and they corrected them quickly. That being said, I read the pains in the asses that fellow forum members write about and it makes me wonder WHEN I'm going to get screwed out of 50 bucks, cause it seems to be an issue more and more lately. After having a package slashed open and shit taken, I think I trust USPS more than Swedish post (no offense). Not to take away from how great buysnus has been to me for a while now, but it does seem to be more hit or miss lately...

[Jason]

Well said, Xobe...

I would much rather see Buysnus tighten things up a little and stay in business, rather than put themselves into the poorhouse by bending over backwards so far that their backs break.

I feel for anyone who has lost money (especially larger amounts, like a few of you) due to errant shipments, but this is exactly why my orders are usually fairly small; I have to order more often, which increases my chances of a lost shipment, but at least I know I won't be out much if it does happen.

[mwood72]

BuySnus has always been great with me. If ever there was a problem they've always more than compensated me for it. It is worrying to think that some might abuse BuySnus's good will and make things bad for everyone else.

I've noticed their support e-mails are a little slowed these days sometimes but i just assumed this was due to a large growth in their customer base which is good for them. Maybe they might be able to afford to employ some more people soon which will get speeds back up to lightening fast again.

I've noticed that my Airmail orders can take anything from 2-7 days from Sweden to the UK. Usually 2-3 but sometimes a full 7. I get the impression that the delay is in my local customs though as if I order on a Monday I usually get my order by the Thursday but then if I order on Friday I get it on Monday (bearing in mind I have no postal service on Sunday) so this would suggest my order is getting to the UK the next day but then customs are sitting on it for a few days before it's sent out to me and if they have a backlog or are feeling lazy I can end up waiting a full 7 days.

I had a query about Skruf Stark the other day and BuySnus took the time to contact them and get some information for me and then even put me onto someone in Skruf in order for me to obtain some more information and so they get the thumbs up from me