Help with mr. snuff - order from july 4th not complete

1

Ordered 5 different cans of dip from mr snuff on July 4th. 

after nothing being shipped for a week I emailed them, was told it was a customs issue and would be sent soon.

Another week passes, nothing sent, so I email them again, now they say some of the things i ordered are out of stock (if it was customs hold up, wouldn’t my order already be packed?) They offer to replace it with something else and tell me it will be shipped soon…

The next day, I got a email saying they partially shipped my order. Emailed them asking why it was only partially shipped and they said the rest would be sent soon…

So I wait another week, and the rest of my order still hasn’t been sent. So I send them an email again asking what the hell is going on. Instead of replying to me, I got another email saying my order had been cancelled and partially refunded… So I emailed them again asking why they cancelled my order without contacting me and was told "sorry, we refunded half your order as a gesture of good will, we will ship the rest tomorrow free of charge…

The next day, they ship the same 3 cans of dip they had already sent me. 

So, I emailed them telling them they have shipped me the same 3 cans of dip again. No reponse for two weeks until I sent them another email.

Finally, 4 days ago they responded. Telling me “It will be shipped today and I am refunding you in full” Hilarous, because nothing was sent and I was never refunded in full.

Now, they did refund half my order and technically ship me 6 cans. 

The problem is its been 5 weeks since my order, with constant messages to customer service and plenty of empty promises about refunds and shipping it “soon”

Clearly customer service needs a lot of improvement. Is there a way to contact mr snuff directly or should I just give up on this company?

2

To answer your question, yes you can call them, they have their phone number in their google profile. Google search Mrsnuff and you will find their phone number.

Also they are a good legit company. Mistakes happen in all good companies (the product that was out of stock which was not mentioned in the website). But the main problem here about your package that havent arrived yet is the customs in your country. I guess you dont  live in US and since the Brexit orders are taking longer to arrive to EU countries, it is not the norm to wait for a month or two depending on the policy of your country for packages coming from UK.

I dont understand how we can help you with this though.

3

It has not been sent, the status for my order says that. it has not reached customs because it has not been sent. Customs has nothing to do with this taking 6 weeks. Sorry but there is no excuse to not have sent an order from 6 weeks ago. Been ordering from them for a few years, delivery has never taken over three weeks…when they actually sent it. Again, my order still says partially sent on their site and i have no email saying the rest has been sent. Thanks for mentioning the phone number @ALLex I will ring them later today and hopefully speak to the manager.

4

@Puni So what did they tell you on phone?

I guess the product was out of stock and they were waiting to restock and send it to you, thats okay it happens to a lot of online shops.

5

I ordered from mr snuff in both the US and Isle of Mann. There was a delay for sure, (frm Isle of Mann), eventually as i was waiting ages they resent my order, i corresponded with Nicky who was very helpful and it eventually arrived. I intend using them again though their courier service may need some improvement. Kieran