Introduction and apology

[squeezyjohn]

Thanks Rob ... PM sent ... I'm not holding my breath though ... burnt too many times.

Will you do anything about my case? - probably not - you guys have got my money and I'm pretty sure that's all you care about. Whether or not the snus was in a fit state for consumption is none of your concern ... I know, I know, I've heard it a hundred times:

it was customs
it was the carrier
unfortunately there was no tracking on my order
you didn't go through the proper channels to contact us
we had a computer error and didn't receive your email
it was a national holiday in Sweden
etc.

[Northerner_ops]

Hi Rob,

I can't help but notice that despite your promise to be here for us and to answer our questions - you have not done so particularly in response to my post in this thread.

I'll make it easier for you as I know I flagged up a lot of issues in my first reply to you. Can you please answer the following:

1) I personally was sent snus that was out of date when received and had obviously spent a great deal of time in transit - the snus was 2 rolls of General Extra Strong portions, 2 rolls of Nick & Johnny Original Edge and 1 roll of Nick & Johnny Radical Red. The order was placed on 30th September 2012 and arrived at the beginning of November in a condition that was completely unusable - there was very little nicotine left in the portions and the flavour was off in every single can I tried. This order cost me £149.60 which is not a small sum of money. I did not flag this up with customer service because I had not received a single response to customer service in the 3 months before and I did not believe it was worth the trouble as nobody was responding to me at all by that time. Instead I turned my attention to this forum where I decided to warn anyone I could against ordering from a company that could treat it's customers like I had been treated. My question is ... what is Northerner going to do about this order?

2. I had hundreds and hundreds of Northerner bonus points - almost enough for the free rolls of snus that you used to offer when the points system was scrapped with no warning to us, the customers who had bought in to your offer. There was a promise of some kind of reimbursement for this which has never happened. My question is ... how will Northerner reimburse me for the points I have lost?

3. Your intention by coming on this forum and explaining the problems Northerner have had in the past 5 months is presumably to win back the trust and custom of the people on SnusOn. My question is ... how can anybody trust Northerner to provide a good service when through your own company's problems we, the customers, have been left out of pocket (see my points above) and Northerner has not made good the issues we have raised?

I look forward to your responses to my 3 fairly simple questions above.

Thanks

Squeezy

Hi Squeezy,
Sorry for not responding to your questions sooner. To be honest, I had the email settings wrong and missed the post. To answer your third question, my intention by coming on SnusOn was to apologize for what had happened at The Northerner over the last months and explain what the plan was to rectify them. Would we like to win our previous customers back, of course but the premise of the post was simply to explain what happened, and give you all a point of contact for any questions or concerns.

The answer to your second question is that customers received an email with a discount code who's percentage was based on the amount of points one had at the time of the program's end. If you did not receive an email, PM me your details and I can have the help desk regenerate it for you.

The answer to your first question requires me to ask if you contacted the help desk about the order and if they gave you a ticket number. In short, what we saw in the past was that shipping snus from the US to the EU was an extremely bad idea due to the time it took for orders to go thru customs. Even though I have only worked with Northerner for less than 3 weeks, I've been in the Swedish snus arena for over 6 years and from the sound of it, it sounds like this order was held by customs. If you can PM me the order number Squeezy, I'll see what info I can get about it to verify.

As for when will there be a larger offering of Swedish snus to the UK, that's up to the EU but, as soon as there are more brands available, I will let you all know. I hope this answers your questions Squeezy and answers the points question for those who didn't know what happened. Again guys, I know we have some work to do to make up for the previous month's debacles and its a pretty big pill to swallow but know this, there will be no smoke being blown up skirts. If I don't know the answer, I will find it and it may take a bit of time to get it so please, if I take a bit to get the answer, it's not me ignoring it, I'm still waiting for it. :-)

Best,

Rob

[Skell18]

Hey all, new to the forum but thought I would post here as me and my buddies here in the UK use Northerner for all our dip. I have just made, in the last week, a chunky order (15 tins), afew items were shown as in-stock and then were out of stock when I checked the order the following day. I have posted tickets in the last couple of days and each has been answered in minutes, literally 15mins each. The only thing I would say is that one of my mates who orders regularly does get the odd expired tin in his order from time to time.

I myself use snuss.de, but wanted to check for other vendors to compare etc. The day after I ordered some tins from Northerner I ordered some more from Snuss.de, its now a race to see which gets here first as they are both shipped from the US and which is the better dates. I know it doesn't really matter as long as its moist just throw it in the freezer.

Anyways, so far Northerner seem ok in terms of their customer service side, now I just really really really really want my dip to get here. Been out for a couple of weeks and getting ratty lol. Does anyone else here in the UK dip Copenhagen, Skoal or Grizz?

I do

[devilock76]

10 days later the lack of any response whatsoever, and based on the above post there have been no private responses is actually further encouraging me to not to any further business with Northerner.

Ken

[squeezyjohn]

Hi Rob,

I can't help but notice that despite your promise to be here for us and to answer our questions - you have not done so particularly in response to my post in this thread.

I'll make it easier for you as I know I flagged up a lot of issues in my first reply to you. Can you please answer the following:

1) I personally was sent snus that was out of date when received and had obviously spent a great deal of time in transit - the snus was 2 rolls of General Extra Strong portions, 2 rolls of Nick & Johnny Original Edge and 1 roll of Nick & Johnny Radical Red. The order was placed on 30th September 2012 and arrived at the beginning of November in a condition that was completely unusable - there was very little nicotine left in the portions and the flavour was off in every single can I tried. This order cost me £149.60 which is not a small sum of money. I did not flag this up with customer service because I had not received a single response to customer service in the 3 months before and I did not believe it was worth the trouble as nobody was responding to me at all by that time. Instead I turned my attention to this forum where I decided to warn anyone I could against ordering from a company that could treat it's customers like I had been treated. My question is ... what is Northerner going to do about this order?

2. I had hundreds and hundreds of Northerner bonus points - almost enough for the free rolls of snus that you used to offer when the points system was scrapped with no warning to us, the customers who had bought in to your offer. There was a promise of some kind of reimbursement for this which has never happened. My question is ... how will Northerner reimburse me for the points I have lost?

3. Your intention by coming on this forum and explaining the problems Northerner have had in the past 5 months is presumably to win back the trust and custom of the people on SnusOn. My question is ... how can anybody trust Northerner to provide a good service when through your own company's problems we, the customers, have been left out of pocket (see my points above) and Northerner has not made good the issues we have raised?

I look forward to your responses to my 3 fairly simple questions above.

Thanks

Squeezy

[devilock76]

I agree on the thing with the points. I basically lost all mine, had enough for a free roll but instead got shafted. Northerner will give me back my points and make them worth something or equivalent compensation or never see my business again.

Ken

[Humey]

Hey all, new to the forum but thought I would post here as me and my buddies here in the UK use Northerner for all our dip. I have just made, in the last week, a chunky order (15 tins), afew items were shown as in-stock and then were out of stock when I checked the order the following day. I have posted tickets in the last couple of days and each has been answered in minutes, literally 15mins each. The only thing I would say is that one of my mates who orders regularly does get the odd expired tin in his order from time to time.

I myself use snuss.de, but wanted to check for other vendors to compare etc. The day after I ordered some tins from Northerner I ordered some more from Snuss.de, its now a race to see which gets here first as they are both shipped from the US and which is the better dates. I know it doesn't really matter as long as its moist just throw it in the freezer.

Anyways, so far Northerner seem ok in terms of their customer service side, now I just really really really really want my dip to get here. Been out for a couple of weeks and getting ratty lol. Does anyone else here in the UK dip Copenhagen, Skoal or Grizz?

[merita]

I don't think there can be any credibility here, until the bonus points issue is resolved.

1 15% off voucher is NOT compensation for bonus pints worth more than half a roll.

[GoVegan]

Its good to see Northerner trying to get back into the game. You have your work cut out for you but having a presence on this forum is a step in the right direction.

[CzechCzar]

A lot of good comments... I echo them all. I really, really wanted to like Northerner. I have ordered from you guys three times, with really big orders, since before your problems started - in the first half of 2012.

I would be buying a snus where your site said you had 200+ in stock. When I purchased my order, I found that all stock had magically disappeared in the time it took me to enter my credit card information. Riiiiiiiiight...

Of course, the order never ships until all snuses are in stock, which effectively means that it will never ship, because something is always out of stock.

At snuffhouse, I heard about a guy who waited 1.5 years for his northerner order to get to his house.

What else... your snus takes forever to get here, customer service doesn't even reply usually, the snus is very near the expiration date when it gets here...

You eliminated my bonus points. Thanks.

With snuscentral, I get constant updates about what's going on in the world of snus from Moe Unz, which is awesome. The snus is fresh - 6+ months to expiry - and it gets from Europe to California in 3 or 4 days. The $20 extra in shipping is a "no BS" fee that I'll gladly pay. The one time I ordered something they did not have, they wrote me a personal email explaining the problem within hours, and suggesting a similar snus in flavor profile, and apologizing profusely. Now that's customer service.

You face an uphill battle to win my business back. Until I hear everyone on this forum raving about how awesome northerner is, I will stick with snuscentral.

Lastly, please understand that although I am irked, this is not a personal attack. Good luck on trying to change things for the better.

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.

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.

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.

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

[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

[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.

[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 !!!!!

[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.

[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