Mr. Snuff is a total sham

General
1

Holy shit. What a joke of a company.
These idiots have fucked up 3 of my 5 total orders.

My first order was rejected by customs for whatever reason. Fine. Shit happens. At first they tried to give me store credit, minus shipping and the tip I idiotically left. After several emails voicing my displeasure, they agreed to resend it.

They gave me a 25% discount for the trouble, which I used on my third order. This order never arrived. After about a month of emails, they finally agreed to give me credit and a second 25% off discount.

I made a new order with my credit and discount, only to have my discount removed at check out. I ended up having to pay an additional $78 for an order that should have been covered with my discount, AND I lost my discount for the 2nd time.

Today the package arrives and it’s not snuff at all. It’s a giant box of Maxi Pads. At first, I thought they had put my snuff into the box as it was too much to fit into the normal envelope.

Nope. MrSnuff sent me a giant box of Maxi Pads.

I’ve now lost 2 shipping charges, 7 weeks of waiting around and 2 25% discount codes because of their incompetence.

I thought that Johnny taking over was supposed to make things run smoother, but clearly stupidity runs in the family.

Toque, on the other hand, has consistently delivered what I order in a timely fashion.

Avoid MrSnuff at all costs.

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Wow. All this on the companies private forum. Drop the entitlement bud, it makes life a lot easier. Also, nicotine is a drug. One of the most embarrassing things to cop-to in life is being ripped off by a seller of drugs. Shame>Entitlement, figure it out.

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I apologise.

As the CEO of Mr Snuff the buck stops with me and I am genuinely upset that your order was so delayed and, ultimately, insult was added to injury when the wrong product was delivered. For all that, and the understandable distress this caused you, I am truly sorry.

But every disaster is also an opportunity and so I want to use this as a learning exercise for us. Your experience is pretty much the worst case scenario, so I think there is value in breaking it down to see what went wrong and how we are improving.

Orders Rejected by Customs
As you implied, we have no control over customs. If they decide to hold a consignment they will, if they decide to return it they do. However that does not mean we are completely powerless. Just last week we implemented a new system that allows us to quickly determine exactly who has been affected by a customs return. As soon as we detect the issue, and we now check every day, we will pro-actively send out an email to the affected customers informing them of the delay. We have also streamlined the process of reshipping both here at the warehouse and with the US company that handles the USPS post injection. We hope these improvements will go some way to mitigate the legitimate frustration these delays cause our customers.

The Wrong Product Arrives
Normally if the wrong product arrives it is because of a picking error. We track these errors and modify our processes to reduced them to as close to zero as we can. That said, we don’t sell Maxi Pads and don’t have them in our warehouse. Therefore the error must have occurred when your parcel of snuff was being injected into the USPS system, it somehow got muddled and switched. We were as shocked as you to see this new class of error show up, and as a matter of priority we are now working with the US company responsible to understand how such a mistake could have occurred. We have also reviewed our warehouse procedure to see if we can clarify the information we send them to help reduce the chance of future mix ups.

Discounts & Store Credits Don’t Work Together
Yes, sorry about that. This is a known problem with the Shopify website. Just yesterday I saw the first release of our new theme (coming to Mr Snuff soon). It is our hope that this new theme will fix many of the user experience niggles and frustrations we currently have with the web sites. One of the top priorities for this next version is to get the discount codes, gift cards and store credits all working together nicely. The solution, for now, is to use one with one order, and another with your next order. Not great, but it least it gets you the total savings in the end.

tl;dr
We can only apologise for your appalling experience. We promise to improve those things we control and better inform you about those we don’t.

In the meanwhile, we have repicked and resent all your products again, free of charge. If your original order ever does arrive then that is a bonus. The Maxi Pads are yours to keep :slightly_smiling_face:

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Not discounting Mr. Snuff messing up the order, because that’s their responsibility. But like Jonny mentioned, they have no control over U.S. Customs rejecting packages and have been working on a notification system to contact people whose parcels get sent back.

Also you are clearly familiar with this forum to some degree (even though your account is 13 hours old), did you bother contacting Jonny or Kay about this to get it resolved? Instead of smacktalking on the forum with this post you could have done like every other member does and created a post about the issues you’re having and Jonny/Kay would have responded to help get it sorted.

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Hi Jonny,

I sincerely appreciate the response.

I totally understand that a lot of these things are out of your control and as isolated incidents, I don’t fault you or the company for the issues with the first two orders.

Hopefully we can get to the bottom of what happened here. Upon arriving home, excited to finally get my order, I was completely shocked and wondered if it was malicious.
That’s a very odd product to have sent to my house, especially considering how common that item is in shops here. I don’t quite understand why the US shipping service would even carry an item like that, let alone send it to a customer with such a wildly different order.
It wasn’t in a second box or anything. The label was placed directly onto the pads box, so I’m not sure how everyone at that company could have missed that.
I do genuinely like your shop. While I have had some issues with my service in the past, Kay has always been really great and the errors have always been completely understandable.

I apologize for my tone. I’ve had a very stressful few weeks and have been looking forward to my order for going on 2 months.

Thanks

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You remind me of the whiner I’m currently forcing out at work. The only appropriate response should have been “Sorry I’m a bleeding cunt, let me go crawl under a rock.” Have you considered a nice tasteful bob-cut? Everyone here thinks it would be perfect on you. Boo hoo, you had a stressful time. Be better.

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This thread says a lot about MrSnuff’s commitment to transparency moving forward that the thread wasn’t deleted immediately upon being posted and was answered in the public forum. Keep up the good work @Jonny

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If you were the boss, you could just fire them.

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Hi @_bigL

No need to apologise, I totally understand your frustration.

For me, the mad part of this was the Maxi Pads. I must confess that I pretty much lost my cool over this as well. The shipping agent who controls the US company that does the USPS injection was being blasé about it, but I am tracking this down so I get an explanation.

It is just bizarre, especially the fact that one of our actual labels was stuck on the outside of the Maxi Pads packet - no box, no envelope - nothing. Of course we never send product in anything except boxes and jiffy envelopes, so how the USPS guys made that mistake is beyond me. We will find out though.

I want to make things right with you and I want to welcome you back as a customer. I hope that the replacement product we sent will help; but, if you feel inclined, I would seriously appreciate it if you could go on reddit and squash the idea that we would send you Maxi Pads deliberately! This upset us here because the very last thing we would ever do is try and hurt or frustrate one of our customers.

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Thank you @SnuffMonkey. I can’t tell you how encouraging it is to have some positive reaction.

It looks like we have a mountain to climb if we want to give snuffers the service they deserve. I am committed though. Bit by bit we will make things better; prices, products, service, and customer experience. It may take time and maybe we will have a few more days like today, but I honestly think we are getting there.

Anyway, thanks for your kind words.

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@Jonny Don’t take the negativity too personally, people are far more likely to give voice to complaints than they are to praise. Satisfied customers don’t tend to leave reviews (as you know), it’s the disgruntled ones that review bomb.

You and your team especially are doing good work and are turning things around the way you envision. That takes time and like all humans, there is error that happens. 90% of your customers understand that, the vocal 10% do not. Correct the errors and keep providing a great service to your customer base.

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Hey Jonny,

Thanks for following up.
I removed the posts and deleted the google maps review.
Some of the people on Reddit were trying to escalate the situation and asking to make YouTube videos about it, but I told them not to in hopes that we could resolve this without it spreading.
If I see anyone bring it up in the future, I’ll be sure to jump in and clarify.

As I said in my previous reply, I’ve been very pleased with your service outside of this, and the other times things have happened, it’s never been anything beyond a mild bummer. I’d be more than happy to continue using your site, as the selection can’t be beat.

Again, I greatly appreciate you stepping in and helping me get this straightened out.

Thanks.

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Hi @_bigL

We are tracking your replacement order, so here is an update.

Your consignment has cleared US customs. Fortunately DHL routed it through New Jersey and interestingly DHL has not routed a consignment through Cincinnati for over a week, which is either pure luck or maybe they have picked up on the trouble.

Assuming all goes well with the USPS injectors then your order should be with you by the end of the week.

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Shit happens, Jonny can only control what happens his end. I myself have not had any problems luckily but if I did I would try to resolve it and not go off on one. Maybe next time work to resolve not cause more problems. Work together not against each other.

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Much appreciated, Jonny!

As of writing this, it just says Label Created on the USPS tracking site. Hopefully they send it out this evening for an arrival early next week.

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I’ve got to say - Jonny’s presence and efforts here are widely appreciated.
When I had an order just disappear for a month (I live in the UK, so there was not much excuse for taking so long), I reached out to email (ignored for weeks), here in the forum and eventually I sent a message to the Facebook account - the old CEO essentially called me a liar.

So credit where due - big round of applause to Jonny & Co for the care and dedication to supporting their customers; there will be legacy reviews slating the previous regime and issues will continue to happen over time, but this proactive communication is outstanding!

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See, I lack the desire for authority. So I must exercise skills learned from years in leadership, cunning and timing mainly. Even then, most bosses have bosses to answer to. Are you even old enough to order snuff? Or had a job at which you’re accountable?

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To wrap this conversation up. I reached out to the customer who confirmed that he received the replacement order we sent him. We have not got to the bottom of why he received the box of pads. Worryingly we have had two further orders delivered to customers in different parts of the US where the label looks like it has been removed from a parcel and added to another random parcel. Both customers have reported this to USPS in case there is something going on there.
If there is an issue with an order the best place to start is to email us to see what we can do to resolve the issue.

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