Introduction and apology

[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.

[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.

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.

[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.

[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

[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.

[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

[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.

[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!!!!

[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.

[Roo]

Haha well put, Dog.

[Snusdog]

Unless someone is sleeping with the IT person..............and she has great tits...............I would have fired that group about 20 fiascos ago and hired a competent IT group

They have cost you many MANY 1000s of dollars and untold loss of sales.

[squeezyjohn]

Rob, once again thanks for your swift reply. And it's great to have a confirmation of where the snus Northerner sends to the EU is sent from. That's the first time it has ever been explained so clearly since the EU court ruling on the case brought by the Finnish cancer charity brought the chaos we now live with.

It would be great if the Northerner site could give equally precise information to the customers.

I didn't realise my inbox was full - I'll have a tidy up now. Sorry if you've been trying to get hold of me. I have heard nothing from Northerner customer service since my last ticket with Amy.

Keep up the good work.

Squeezy

[Northerner_ops]

Hi Rob,

3 weeks ago in your initial post you wrote:


The problems seem to still be there. I was browsing the site toying with the idea of gambling again and ordering Skruf Extra Stark portions from Northerner. They show as in stock on the listing but become out of stock when you click on it. This stock system is clearly still all over the place. We've been tantalised by the error that showed us in the UK that we could order the whole Swedish Match range again. People are putting items in their basket and then getting logged out when they try to checkout. The Northerner website is still in a very poor state of health.

I tried to read the bit you wrote below again and I can't make it make sense to me:


You say here that you have discontinued the method of shipping from the US to customers in the EU. But when I choose my location as the UK on the Northerner website it says that all snus apart from V2 and DOS will be shipped from the US. The UK is in the EU. Which one of these things is true?

There is clearly no way that any sane person would order from the Northerner site at the moment given it doesn't give accurate stock information and is broken in other ways - especially if they have already lost £150 (about $250) in snus that was delivered so old and dried up that it was unusable as was my previous experience. (still haven't heard back from you on that one yet)

Do you think that the problems with the Northerner website will ever be fixed so the site is functional and people can order from you with confidence? If yes, when?

Thanks

Squeezy

Hi Squeezy,

I had a conference call with Sweden today to get an update on these issues. The first one they thought was corrected but obviously, it's not. Our programmers are going to see what's wrong and get this fixed as soon as possible. As for what's being shipped from the US, only Jakobsson's will be shipped from the US to ALL EU locations, everything else will be coming from Denmark.

I tried to send you an update via PM today but your inbox is full. Customer Service will be contacting you (if they haven't already) to remedy this. If you haven't heard from them by Wednesday, please PM me so I can follow up with it. We also discussed some changes, that you guys have suggested, that should be made to the webshop. We put them on the project list future implementation. As I get more information, I'll let you all know.

Best regards,

Rob

[CzechCzar]

lulz i wouldn't hold my breath

Hi Rob,

3 weeks ago in your initial post you wrote:


The problems seem to still be there. I was browsing the site toying with the idea of gambling again and ordering Skruf Extra Stark portions from Northerner. They show as in stock on the listing but become out of stock when you click on it. This stock system is clearly still all over the place. We've been tantalised by the error that showed us in the UK that we could order the whole Swedish Match range again. People are putting items in their basket and then getting logged out when they try to checkout. The Northerner website is still in a very poor state of health.

I tried to read the bit you wrote below again and I can't make it make sense to me:


You say here that you have discontinued the method of shipping from the US to customers in the EU. But when I choose my location as the UK on the Northerner website it says that all snus apart from V2 and DOS will be shipped from the US. The UK is in the EU. Which one of these things is true?

There is clearly no way that any sane person would order from the Northerner site at the moment given it doesn't give accurate stock information and is broken in other ways - especially if they have already lost £150 (about $250) in snus that was delivered so old and dried up that it was unusable as was my previous experience. (still haven't heard back from you on that one yet)

Do you think that the problems with the Northerner website will ever be fixed so the site is functional and people can order from you with confidence? If yes, when?

Thanks

Squeezy