So this is my new community. I joined a couple snuff related to communities on another platform that I’m not going to name but you can be anonymous there and say what you need to say. So after I thought I was accepted into this group, and I started voicing my opinions and my personal experiences still evolving with Mr Snuff and Torque I found the bias. After account appearing to represent MR. Snuff completely dismissed me in a comment on one of my post as having unreasonable expectations and basically saying keep waiting a moderator came at me on a comment telling me to get over it and defended both companies yet again. Whole community did this. I’m not saying they get it wrong all the time I’m saying they got it wrong with me both times and there are places where people leave reviews on these companies and I’m not the only one. This will be the last time that I mentioned in my struggles with them until I get my packages in and I show you guys what I got. Because instead of backing me into a corner and singling me out because I didn’t like their two favorite distributors and then banning me, this forum gave me resources for other shippers without asking, more in-depth information on products, a place to barter, and even resources to make my own which is what I wanted to do in the first place. So thanks for welcoming me. Hopefully I’ll fit in here
Yeah. It is pretty cool here.
Welcoming for sure.
Enjoy.
Everybody is welcome here, assuming they want to talk about snuff (or pretty much anything related).
Snuffhouse has been around for 17 years and it has always been the same way. Friendly, supportive, intelligent and quietly unassuming in stark contrast to all the noise and divisive hullabaloo elsewhere. It’s more like a village pub with a bunch of locals who nevertheless welcome anybody who wants to pull up for a chat.
There are a few rules, but they mostly just say “be nice”.
Welcome.
And btw feel free to talk about any vendor out there. You are welcome to bring up any grievances with mrsnuff (me). That will never get you banned. Indeed it is appreciated. We try our best, but nobody is perfect, so sometimes we get it wrong. If that happens, don’t get upset, just let us know and we’ll put it right. A case in pont is this free giveaway we’ve got going this month (Bull Dog). Small error in the warehouse meant 570 did not get the freebie promised. So…570 reships (aargh). But hey, you promise something, you’d better deliver, right?
The only thing I had with you guys was it took 2 months to get a shipment of five 5 gm tins so I was not satisfied with the shipping and when I did reach out finally after about a month it took 5 days to get back to me. Other than that you guys have the best selection and prices out there it’s just it’s kind of hard waiting two months for snuff cuz you know it is tobacco and I use it daily. So grievances a sign I believe this order that I have in now is coming in a timely manner so I’ll not discount ordering from you guys all together just exploring different opportunities
@meltonkennith232386 I saw your posts on reddit. I understand your frustration.
Let me explain.
I have said this several time’s elsewhere but it is worth repeating.
First, let me assure you of a couple of things: we ship all orders the same or the next business day.
Unfortunately, that is the extent of our influence on how fast a parcel reaches its destination.
We cannot control a couple of things:
-
The payment processor flags your transaction as potentially fraudulent because of missing 3D secure details. That is not us. We do not own either Mastercard or Visa so there is nothing we can do about this. If we simply ship and it is fraudulent, we pay the chargeback, not MC or Visa. Hence a laborious checking process is undertaken and if we are reassured that the order is genuine then we ship. This takes several days typically.
-
Shipping after it leaves the warehouse. We do not own Royal Mail, DHL, or USPS. Royal Mail is a problem. It is very slow and has a very high return rate. Recently we have put significant investment to try to speed things up. Currently we now use a hub in NY and we DHL the parcels directly to it. From there it goes to a US carrier.
This explains why there is a delay in the tracking number showing any movement. It is absolutely not because we say it is shipped then sit on it for a few days.
To explain in more detail: the tracking number is from the US carrier. We know the tracking number and let you know what it is as soon as the parcel leaves the warehouse. Note…leaves the warehouse. That’s important.
However, DHL has to pick up the parcels all stacked inside a big DHL box; get it to their hub in the UK, get it over on the next available flight to the USA. Once in the USA the parcels are sorted and dropped off with the courier. Then the courier does what they do to get it into their system. At that point the tracking starts properly. Of course it has to get along their system before anything is actually reported. That may take a day or two.
The point is all we can do is pick, pack and leave it ready for pickup by 3pm for DHL to pick up. The rest is out of our hands.
That being so, why blame the vendor if there is a delay? Seriously. What else can we possibly do to speed things up? Call the shipper? Done that many times and we are blown off with either “we only investigate after 28 business days” (Royal Mail), or “I’m sorry but the customer has to lodge a complaint” (DHL, FedEx, USPS)
Just as an aside, most people do not know that our legal responsibility for the goods actually being delivered ends when we pass it to the courier. When the courier attempts delivery (whether or not it is actually delivered) then responsibility is passed to the customer. You will have noticed that despite that we reship for the sake of harmony and good customer service. An under appreciated thing in my opinion (even by me in all honesty). We as customers tend to go to the seller to say “where’s my stuff?” even though it is out of their hands.
Having said that, I do take responsibility for is you having to wait 5 days for a response to your email. We try to respond within 2 days max, and it is usually within 24 hours. We have implemented a Customer Service Portal which will answer most questions immediately, with the option to speak to Nikki if your question is not answered. Nikki is great in customer service. Unfortunately when you were trying to get a response her mum had just died and she was out of the office and it was left to dummies like me to try to pick up the slack. Clearly we failed. My apologies.
I hope that helps.
Hey, I got my bull dog a day or two ago. I thought it was really cool you made that right. I didn’t even realize it was snus , tried some and it was too strong for me lol. But my 2nd ever order, first from Mr.Snuff and I was really happy with the service, selections, and various deals I got. Snuff is very niche, I really appreciate you and the other vendors Toque etc. For all you do. Obviously it sucks not getting next day shipping like we have become used to, but it ships from overseas … Other than a first order it seems people could avoid the problem by buying more than they think they need and ordering more well in advance of running out. Again thank you Mr.Snuff and Toque and all the other vendors and producers. I hope that more Americans can discover snuff and enjoy it and maybe the category can expand.
Thank you @Brown_Boogie. Your comments are much appreciated. I will pass the love around the office 
Thank you very much for the response. When I posted the things that I did about you guys and torque I was new to Snuff and did not realize how long it worked I just went on how I had ordered packages in the past from overseas and that was the wrong expectation. I can’t take my post down so I’m just trying to explain to everybody that I have no beef with Mr Snuff or torque and Mr snuff is actually my go-to now because they do in fact ship faster from over several orders.I mean I gave them chances but Mr snuff had me in about 6 to 10 days so the customer service has definitely improved and I I like your selection especially the stuff that I just got in. I’m going to post in what’s in your mailbox or something and I’m really enjoying them. Mr Snuff has a 10/10 now