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MrSnuff.com incomplete delivery?

I live in the US. I ordered about 12 different snuffs (9 American, 3 British), 6 different cans of snus, and a few snuff tools. I reveived my order of only 6 out of the 9 American snuffs today, and nothing else. However, it did arrive only after 3 days of ordering. Is that because they can only ship a certain amount of snuff at once? And because the American snuffs obviously take less time to get to the US than foreign ones do? Both?
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Comments

  • I ordered a couple of American snuffs that never arrived. They said those tins shipped from a warehouse in Chicago.  I bet the portion sourced from their US supply came quickly for you.
  • @SHbickel .. never arrived ? like never ever, ever never, never ? hmm
  • @1sweetbriar I was wondering that too.
  • @1sweetbriar  Yes, like never ever arrived. :((

    My missing snuff could have been stolen off my porch for all I know... but I have a sneaking suspicion it was confiscated. WA state doesn't allow tobacco shipped from out of state. Boo!
    I got my package from the UK. But sadly didn't get my Honey Bee or Railroad Mills Sweet... When I inquired of MrSnuff, they said those two tins shipped in a second box from Chicago. It's the only time I've had trouble receiving snuff, so I'm hesitant to order from a US supplier after this experience.
  • slobandtomslobandtom Member
    edited February 2016 PM
    786  Standard practice among vendors is to reship a thing which does not arrive at your house.  Trust me, I've been ordering things since the '80s.
    The fact that they did not do this is yet another big black eye for Mr Snuff.  And by what mutilation of logic can Mr Snuff send anything from an American warehouse?  It violates the PACT Act in a major way.  If he could ship snuff from a warehouse in America, there would have been no need for Nicotine Rush and Poeschl's American distribution center to close.  On top of which, if he's shipping American snuffs from an American warehouse, he doesn't have to pay to import it to Great Britain, meaning that the skyrocketed price he's charging for the American snuffs is unwarranted.
    Well, that cheeses it.  Officially.  I was going to order from them to take advantage of the free shipping deal and stock up on some favorites, but now I'm going to give my money to another vendor instead of taking any chances.  If I have a hundred dollars or so I can afford to kiss goodbye, I might hazard it in the future.  Not today.
    edit, I realized I have no choice but to order from Mr Snuff if I ever want to see my favorites again.  Still, not today.
  • RailroadMillsRailroadMills Member
    edited February 2016 PM
    @slobandtom Yes, that is certainly bizarre and annoying. However, while Mr. Snuff isn't 100% certain, there are worse sites out there. Like the northerner. I would have no other way to get my snuff really.
  • 786  Yea, @RailroadMills you have a point.  I have to recant somewhat because Mr, Snuff is indispensable.  I'm going to have no choice but order from them if I ever want to see my favorite snuffs again.  I won't forego those snuffs just because of some sketchy incidents; I'll just have more worry about ordering.  I am, however, holding off for a bit.
  • Hmm, well. I've had the occasional snafu with Mister Snuff, packages not labelled well, which resulted in them being returned to sender, items missing. But it's funny, it's like traffic lights. You never notice them when they are green, only when they are red and you have to stop. Most orders come through without an issue and I hardly notice, just "Oh, good, I have another few tins of White Elephant in stock. Now, on with the day." On the other hand, when something goes wrong, I dwell on it. Maybe there's an issue with one out of fifteen or twenty orders I've put it? In some of those cases, it's been things that they have no control over, like an item being held at customs or the lousy postal service or whatever. And on the plus side, whenever I've contacted customer service, they've gone out of their way to rectify whatever issue I've had, occasionally providing a small bonus or gift as a gesture.

    So, if something goes wrong, contact contact customer service first.
  • MrSnuffMrSnuff Administrator
    Gentlemen/Ladies,

    please do not hesitate to contact customer service with any and all questions, issues, or indeed compliments. 

    As regulars will know we bend over backwards to get things right in the first place, and if something goes wrong regardless of fault we try very hard to sort things out and get you your snuff.

    We now have a chat function on the site. You can always utilize that too.

    If for some reason you are still not satisfied, please let me know here. Customer service are awesome, but they are human and occasionally might not handle things quite as they should. Feedback indicates this is very rare though.

    I will ask Mark to sign up here, intro himself and then you can contact him directly (and privately?) if you have any problems.

    Many thanks,

    Dave
  • Awesome @MrSnuff
    I did email you before posting this, however
  • 786  That's good news!  He's been a member here in the past.

  • I have to say ( knock on wood ) my mrsnuff experience with deliveries has always been great. Usually 7-10 calendar days from Ireland to Boston.
    One time I got it in 5 calendar days- maybe customs skipped me that day :-)
  • PuffnsnuffPuffnsnuff Member
    edited March 2016 PM
    I had an order made two weeks ago go missing in the ether with Snuff Store UK. I'd opted for the 1st Class Recorded Delivery which although isn't tracked, the package has to be signed for on delivery. Mark at customer services said I hadn't gone for recorded delivery and so it couldn't be traced. I explained that I'd opted for recorded and emailed proof and that's where things got sticky. 
    Mark said that Snuff Store weren't liable in any way, that there was no proof of postage because they wouldn't know if it was signed for or not (although somebody at Snuff Store/Mr Snuff surely should have at least proof of postage because it was recorded delivery). Thankfully, I've found another source of my favourite and so won't use Snuff Store/Mr Snuff again.

  • @Puffnsnuff Thats kind of scary.
  • MrSnuffMrSnuff Administrator
    edited March 2016 PM
    @Puffnsnuff let me look into this. Mark is relatively new and very occasionally makes errors in judgement.

    We still do have shipping errors which are too frequent for my liking. Unfortunately we sub-contract that and so we are somewhat beholden to what the warehouse tells us they have done and there is no way for us to check. In circumstances such as yours we ALWAYS take the side of the customer, whether or not we are 'liable' (as Mark put it). In this case I will have to have a word with Mark to make sure this type of situation does not occur again - I hope.

    I spend a lot of money on customer service with the goal to never have a situation like yours occur. So let me know what can I do to make things right with you and, assuming it is within the realms of reason you can be sure I will do it.

    Dave

    PS: @slobandtom the shipping cost has been refunded to your credit card. Please confirm this and let me know when you have a chance.

    PPS: @railroadmills the missing snuff should be on its way to you. I had it reshipped (or shipped if it was a packing error - I am not certain what actually happened).


  • @mrsnuff Thank you so much. I honestly don't know what happened either.
  • MrSnuffMrSnuff Administrator
    @RailroadMills my suspicion is it was the packer who misread the order and put in 2s instead of 3s.

    Let me know when it arrives safe and sound. If not, we'll give it another go.

    Dave
  • @mrsnuff Thanks, you guys are awesome. I'm sure it will come.
  • @MrSnuff I was going to follow up with my missing package here... but best to follow up with Mark over email, yeah?  Order 24242 (best order number ever)

    Thanks for bringing snuff to the snuffless Pacific Northwest.  I love you guys more than you know!
  • To put it really bluntly, there is no-one out there offering the range that Mr Snuff offers. It's all very well getting in a huff when things go wrong, but you gotta consider where your next order is going to come from. So, you might as well be nice and tolerate their occasional failures, most of which seem to come from the third-party packaging and shipping service. I can see how you'd be annoyed if things go wrong on your very first order with them, but after you've had a whole bunch of good deliveries, a delay while things go wrong once in a while doesn't seem like too high a price to pay for access to the best range of snuff on the planet.
  • All valid points @JakataBoy but in my case this wasn't my first order or indeed the first time things have gone wrong, it's just the first time I've mentioned it. Secondly, I believe in voting with your feet. If service isn't up to scratch, you go elsewhere. Finally, delays: They happen but when the response you get is nothing more than a shrug, that's awful service and warrants frustration no matter how big the selection is.
  • @MrSnuff Thanks very much for the reply Dave. It's very much appreciated and goes a long way to repairing the situation. I'll pm you.
  • Just following up regarding my "issue" with part of my Mr. Snuff order not arriving.  Despite having no responsibility for the shipping issue, Mark gave me more than replacement value in points to make up for the snafu.  I didn't ask for it, and was contented with considering the missing snuffs 'lost to the ether'.

    Mr. Snuff is my bread and butter snuff seller, and they've earned my continued business time and again... but this seals it.  :x
  • Marielle32Marielle32 Member
    edited March 2016 PM
    My first order ever at mrsnuff.com went already strange. I ordered 4 types of snuff.
    But then this order was cancelled by them without contacting me and they made a new order with only 3 types.
    I would rather have a message first with the explanation why and I might have chosen an other snuff instead. Especially because I pay a lot of money for shipment.
  • MrSnuffMrSnuff Administrator
    Hello @Marielle32,

    this is not normal procedure. Customers are always supposed to contacted before any changes are made. I will look into it and get back to you.

    I apologize in advance for the annoying inconvenience.

    Dave
  • MrSnuffMrSnuff Administrator
    edited April 2016 PM
    Hello @Marielle32,

    It turns out you somehow added a master product to your purchase. Master Products have zero value and do not have any weight...they are simply a picture and description of the product that you click on to see a list of different tin sizes and prices.

    You are not supposed to be able to add master products to your cart and for the life of us we cannot figure out how people occasionally are able to do this. We have been unsuccessful at replicating the problem and then fixing it.

    So.....I will give you $5 in reward points if you can replicate the issue and then tell me how you do it!

    Dave

    PS: that offer is open to anybody else who is able to help us out with this.
  • @MrSnuff thanks for your response. I just added Fire dance to my Shopping Card. I think the problem starts when I am in the card and chance from $ to ? than you site go's nuts so I think it happens than. But I'm no web developer.
  • @MrSnuff The ? Is euro
  • MrSnuffMrSnuff Administrator
    @Marielle32

    Thanks for your input.

    Can you tell me were you on a desktop, mobile or tablet?

    Thanks
    Dave
  • @MrSnuff On a mobile.
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