Warning : This is a long post!

Hi, my name is Jonny Anderson and I am the brother of David Anderson, who you may know as the person who started MrSnuff. David has stepped away from the daily running of the business and has asked me to take over. David remains as a product advisor and general repository of knowledge and experience.

My background is in IT and finance but over the last year I have been busy behind the scenes learning all about MrSnuff. I am now turning my attention to the core business: the products MrSnuff sells; your experience on the web sites; improving shipping; reducing returns due to customs; and customer service.

Shipping
MrSnuff has overhauled its shipping to the US. We are now using a mechanism called ‘eCom-in-a-Box’ which allows us to send all our parcels from our UK (Isle of Man) warehouse to the US in batches (boxes). The individual parcels are then unpacked and injected into the US postal system. This makes our shipping cheaper and more reliable.

Many businesses use their shipping costs to encourage or discourage customer behaviour, or as an alternative revenue source. We performed a thorough cost analysis of our shipping and the price you see now accurately matches our costs. Simplicity and transparency was our goal.

The only debate we had was whether to provide a flat rate or a graded rate depending on the recipient’s US postal zone. We found that the variation was actually marginal because most of the cost was getting the parcel from the Isle of Man to the US, and this is fixed per parcel. So we decided on a simple flat rate.

We also removed the option of the cheaper untracked alternative. All parcels are now sent tracked. This is because the untracked option generated a lot of customer service emails which then had to factored into the shipping cost. Simplicity was cheaper in the end.

The downside with eCom-in-a-Box is that tracking only begins when the parcel is injected into the US postal system. This creates a delay of a few days before the tracking registers any changes. This delay is disconcerting and is the single biggest source of customer service emails. We are working on a solution to this. Possibly two tracking links, one for the first leg that tracks the box (containing your parcel) between the Isle of Man and the US, and a second link that tracks the parcel through the USPS system.

Destination Countries
I was asked to perform the data analysis to establish which countries MrSnuff and MrSnuff UK should sell to. This was triggered by our payment processor’s risk assessment team. They told us to localise our sales; so UK sites should sell to the UK and the US site to the US. This is because the payment processor’s risk algorithms penalise tobacco sales to multiple jurisdictions - the more countries you sell to the more likely you are to be breaking local laws, they say.

So I looked at the sales and the returns. I also looked at how often returns were due to customs rejections, or non-payment of local taxes and duties by the recipient. This allowed me to rank the countries and eliminate those that didn’t meet the threshold. The results were sobering. The list of countries that made it through this process is given below.

Valid Destination Countries - MrSnuff UK
France, Germany, Iceland, Isle of Man, Norway, Spain, Switzerland , United Kingdom

Valid Destination Countries - MrSnuff (USA)
Australia, Canada, Israel, Japan, Mexico, New Zealand, South Korea, Thailand, United States

To pick an example: Ireland had a 36% return rate on sales of just £1,242 for the year. Given the cost per return is fixed, this means the relative cost per return for Ireland was above the cut-off threshold. Many countries were way off, with some at nearly 100% returns.

On the bright side we have recently applied for and received an EU IOSS number. This reduces the customs friction at the EU border and, once this is all setup, we will run trials to see if we can get the number of returns below the threshold for all EU countries.

Customer Service
We have appointed a new customer service operative. She is Kay Anderson and if any of you have had an email answered over the last two months you have been speaking to her. She is really smart and kind and will do everything she can to sort out your problems.

We are also experimenting with AI to try and speed up the response times for standard enquiries. This will include something called ‘sentiment analysis’ to automatically prioritise friendly emails. It is an interesting experiment.

Products
We have recently removed a swathe of products from MrSnuff. These were products that our payment processor considered high-risk, such as spoons, sniffers, bullets, smoking related products, CBD and anything that could remotely be considered drug-related. We also discontinued some under-performing snuffs. The good news is that this frees us up to expand our range of core snuff products to compensate.

If your favourite snuff has suddenly disappeared, and you want it back, let me know so we can reconsider the numbers.

Websites
We plan on completely overhauling the design of the websites. We analysed the customer feedback and commissioned some experiments to see if we could nudge up our conversion rate. Some of the changes you may have seen, but making incremental changes is hard with our current tech.

Therefore, as soon as we can, we will be updating our websites with a new, modern interface that should make finding and buying your favourite products much simpler.

Thanks for reading this far. I am really excited to be leading MrSnuff forward. I am sure we can improve your customer experience and still bring you the biggest selection of snuff anywhere on the internet.

(post deleted by author)

All the best! @Johny

Jonny - the following is a table of what one pays in sterling when ordering from Wilsons (Sharrow) compared to Mr. Snuff:

Size - Cost,\tMr. Snuff Cost,Percentage Increase
5gr\t - £1.36,\t \t£2.39\t,75.74%
10gr\t- £1.9,\t\t£4.49,\t136.32%
20gr\t- £3.6,\t\t£5.99\t,66.39%
250gr - £19.2,\t\t£49.90,\t159.9%
500gr - £34.8,\t\t£71.59,\t105.72%

Average percentage increase = 108.81% when buying from Mr.Snuff.

How do you justify that huge increase in costs for your customers? All the benefits of no Customs and Excise duty and ad valorem tax by purchasing snuff direct from the manufacturer are lost by more than doubling (on average) the cost on your site.

Thanks for the analysis.

You definitely have a point and in fact I was speaking to the warehouse manager about this just a few days ago. The source of the problem is bad data in our warehouse software. Over the years poor processes have allowed bad data to accumulate, duplicates to proliferate and product field values to drift away from reality.

One of the huge tasks that we have just completed was winnowing the products in the warehouse system to end up with a Certified Product List - that is a list where we are 100% sure that every product is real, unique and one we should be selling. This provides us with a guarantee that every product in this list is worth putting the effort into. Before nobody was sure, and so the drift continued.

Armed with this list we can now attack each data field within it. So the product descriptions all need rewritten, the product categorisations need redone, and so on.

One of these fields is the cost price and by extension the sale price. One vital process that had fallen by the wayside was the continual updating of the cost price of the products. This has changed; when the warehouse manager books product into the warehouse he will now update the cost price. Basic stuff, but without it the data drifts from reality and we end up with anomalous pricing.

I will take a look specifically at Wilson data across the range because that does seem particularly egregious. Over the next few months I expect to see all the cost and sales prices realign with reality which will make everything more consistent and transparent.

This explains the new website design and why so many products are out of stock.

This is all well and good, Jonny, but I want real questions answered by a snuff CEO:

How many tins do you keep on rotation at your work desk? If it’s under a dozen I’ll be disappointed.

Hi Jonny. Thanks for the update and the information. It’s always better to hear what’s going on than radio silence!

All the best for your new role.

Thanks for your explanation regarding sales prices, Jonny.

I turn 75 next month and bear witness to the alarming decline in snuff-taking and snuff manufacture, at least in England and the rest of the UK, mirrored across Europe. The distribution of snuff was once free and easy, stocked in every tobacconist with a lively export market across the globe, accounting for half of all manufactured snuff sales .Those times are past.

It seems to me from posters’ comments on Snuffhouse that many people outside Britain are now largely dependent on a handful of middlemen for purchasing snuff and the sales price (bad data or not) is ultimately a reflection of what people are willing to pay in a tobacco-hostile world of ever diminishing procurement.

Hopefully, once your sales prices are a more realistic reflection of cost prices it will stimulate demand and make snuff more easily available to the impecunious as it always used to be – leastways since 1978 in the UK.

Any chance the 41 Photo White Elephant is coming back? Also, what about the new Temple Car snuffs that have been produced for the export market? I have really been waiting to get my hands on those. (Simon reviewed them on his YT channel recently, and my assumption was that Dave put them in his hands.)

How does this affect the Snuv line?

I really order only for the snuff not found at toque. I see both are getting into nic pouches but I’d much prefer real swedish snus, and then if the price was good I wouldn’t go to the snus websites to get it. But my biggest concern is the new EU regs and all my favorite producers going out of business. And unfortunately it seems everyone getting into snuff manufacturing is doing it in India, and the QC and scents (and the metal test) is at the point I avoid any tobacco products from India. I really hope someone in the UK buys as many German brands, their recipes etc, to keep them alive. Or at least buys enough in bulky to last for the next 10 years of supplying it.

I know there is a cost to having inventory, but I find the only way to maintain or grow the snuff market, and snus market, is to bring in other tobacco enthusiasts by offering products they use and trying to educate them about snuff , and snus.

Especially by having products or offerings that are not widely available so the search for something leads them to the site or paying to be a top result on search.

Rare cigars, rare pipe tobacco, snuff and snus. Especially if your prices are going to be high at least have high end offerings and make the brand feel more high class. Sir Walter Scott is one brand that brings me to your website.

Find some master tobacconists to help, high class. The whole gentlemanly luxury angle could be good. Everyone thinks cigars, expensive pipes, and the premium brands, they don’t realize that snuff is a high class product (as are many snus offerings)

The Savile Row of online tobacco.

This category will die if someone doesn’t start educating the public, and understanding how to reach hipsters and millennials. Micro breweries and natural wine , and organic food, and vintage clothes… This kind of customer can be reached and marketed to.

There are so many pipe fb groups and forums, and cigars too. If you start caring those products you could get a lot of traffic. There are lots off ig and social media and YouTube accounts out there, influencers in the tobacco world who don’t use snuff and maybe never tried it. One if these guys trying some good beginner snuffs and mentioning the website could get a lot of traffic.

I saw a shirt video on IG the other day of three attractive 20 something swedish girls, and then they all flip their lip and have a snus pouch underneath. Why isn’t snus or even nic pouches being marketed to the us females, attractive young women enjoying some nicotine in a way other than cigs.

The companies themselves can’t advertise. But you might be able to. Especially if you sponsor some influencers or give them some free products to try and review.

Grow or die.

It’s the only way snuff exists in 5 years. Get some chefs or brewers or perfumers or cigar guys or oipe guys to do a collaboration and do a limited release

Hire me! I have a B.S. in IT with a specialization in web and database admin. I have a google IT certificate and have used many content management systems. Also I’m a smokeless tobacco lover. All kinds. I know a lot about nasal snuff and can help fulfill orders!

Hey @Jonny have you all ever thought about adding a “Wishlist” to the site? Each snuff page would have a ‘save’ button that would save the product to your Wishlist so you can come back to it, and when items on your Wishlist go on sale Mr. Snuff could send an email notification.

@Demigros

White Elephant is coming back. I will check with the product guy to see if we deal with T.S.M.

I am aware that lots of our product have been out of stock for a while. This is next on my list of things to fix. We are rolling out new software to help us better predict stock levels and so order appropriate quantities in time.

This means you should see all the products coming back online over the next few months, depending on manufacturer lead times. Thereafter they should not go out of stock again without a very good reason.

The goal is pretty simple: If we have decided to stock it then it should be in stock.

@BarlimanButtersnuff

have you all ever thought about adding a “Wishlist”

I have passed on your suggestion to our tech guy. He is currently researching new Shopify themes and third party Shopify Apps so now is great time to ask the question.

@Brown_Boogie

Thanks for the post, there are a lot of great ideas there.

I totally agree with growing the snuff market and your analysis is spot on. Perhaps we can use the organic growth of nicotine pouches as a route-to-snuff for the younger folks you mentioned?

As for cigars and pipe tobacco: Whilst I can’t disagree with your points, we have made a strategic decision to only sell only smokeless nicotine products, and that means no vape either. Our payment providers are getting ever stricter so we are trying to stay ahead of their risk curve.

Right now though, my focus is on simplification and the core business of selling snuff. I am busy stripping away the layers of entrepreneurial paint to get the company back to the bare wood so we can see where we really stand.

Once that is done I think we can carefully build things back, but only using ideas with testable definitions-of-success. Pricing, inventory, stock control, shipping, and website experience are all under review and ripe for optimisation.

We can be bold, but only if the data leads us there.

Thanks for the update on this. Any chance of the American snuffs coming back? Particularly Maccoboy and Checkerberry.

I’ve been a big customer at Mr Snuff(mostly through Snuffstore) . So big that I rarely need snuff anymore . I like to hold weight of my faves . On a personal level I’d like to see stock levels so I can manage my budget for bulkier purchases . I like the big tins , I like the multibuys , but I’m still running a tight ship with me money .

I got a lovely website discount the other day to buy 9 ounces of 6 Photos .The savings were much appreciated . I noticed you sent the parcel out ‘1st class Signed for’ . Between me and my Postie , we can likely make it work but that service is next to useless for the end users . You only see tracking once it fails to deliver . To isolated rural UK addresses like mine even first class post is a more reliable service . Tracked 48 is another one that is pretty much flawless in operation . The traditional ‘signed for’ services can be a bit shaky . I only mention it because you were talking about maximizing your operational efficiency in an earlier post . The likelihood of undelivered ‘signed for’ returns is much higher out in the Boonies .

I understand it needs to make business sense but in that case tobacco and snuff in particular probably doesn’t make much sense.

A shrinking category in a shrinking industry.

The numbers will probably suggest shutting down.

That leads me back to growth.

The only other thing I would say other than grow the category with various promotions and advertising is to get more snuff. For example I wanted to try imperio do Brasil but their website won’t let me buy from US. So if you had their line completely stocked I would buy from you. If I remember correctly you don’t have Rosiński and pflazer . You do have sir Walter Scott. It’s the only reason I buy. Sad you don’t have all these other options.

@Demigros

I have an answer regarding T.S.M.

It turns out we we have just started dealing with them and recently received some products. These have been booked into the warehouse and now need to get these new products uploaded and on to the websites. There has been a delay doing this because of the general product review we have undertaken, but I have asked that these new T.S.M. products are expedited.

Happy to hear that. Will be keeping an eye out for them…

Hi Jonny, Thanks for letting us know what’s going on. I really would like to see the pricing come back in line with everywhere else. We are blessed in the UK that the government took tax of snuff tobacco which is such an unusual gift and for many years it has made snuff a real alternative to smoking. But it really has felt over the passed year or so that Mr Snuff has taken that tax for themselves. Products have shot up to 3 even 4 times the price of other retailers. For eg Bernards £6:59 instead of £3.09 elsewhere, Gekechelter £13.19 instead of £6.99 elsewhere, Samuel Gwaith £6:59 instead of £3.20 elsewhere, Wilson of Sharrow £6.59 instead of £3.60 elsewhere, and it goes on and on! Its kind of heartbreaking to snuff lovers because it feels like the ultimate end of snuff, These companies are between 200 and 300 years old. A year or two ago (no more) 10g of any snuff was still well under £1 now on Mr Snuff 10g JBR black £11.88 10g Radford £9.42 the cheapest is Red bull 10g £3.29 which is £1.55 elsewhere.
So for all those hundreds of years 10g of snuff was a few pence now on Mr snuff it’s about ten times as much. Now the reason people still use Mr Snuff is because you ship to the USA and you have a monopoly on Indian snuffs. Indian snuff this time last year were on average 3 times less. For eg 30g 6 photo med £2.90 now £5.27. You have Viking Dark ON SALE £7.38 reduced from £9.23? Viking snuff is £3.60 anywhere else which really is unexplainable I think. It’s such a shame because you have a great business with a loyal following but it’s like you are just saying a big FU to your customers. People want to use Mr Snuff because it’s a great idea to have it all together in one place but it’s got to the point where people can’t justify it themselves.I mean Can you tell us why everything is 200% 300% and even 400% more expensive at Mr Snuff and will it ever come back in line with other vendors? Or will it keep going up because it is increasing continuously on MrS. I have used Mr Snuff regularly over the passed couple of years and I like the service, I really hope you can read this and see how it looks from our side. I am hoping for the best, Best wishes for your new position.
Kind Regards
Bu5hy.

Hi @Bu5hy

Thanks for all the feedback, really it is appreciated and mainly because I totally agree with you.

The cold, hard truth is that any assumptions you may have of well-oiled competence behind the scenes here at Mr Snuff HQ are probably misplaced. Instead there has been a time of drift and misplaced delegation, with good ideas being poorly executed and failed ideas not being cleaned up. The result is bad data and complexity that is hard to fix - the pricing is one aspect of that.

To cut through all this I have created a master list of all of the products we have decided we are going to continue selling. I am now working my way through this list updating the cost and sales prices, descriptions and other data fields. The costs and sales prices I am resetting back to the latest data sheets from the vendors - no messing around, just back to the basic prices.

Once this process is complete (another few weeks I hope) we will be able to generate a new product upload sheet for our Shopify websites. Then we will completely replace all the current products, with their mish-mash of pricing and anomalies galore, with the new certified set of products from the master list.

The end result will be:

• All the products we sell will be available on the websites
• Any products we don’t sell will be removed from the websites
• The product prices will all be correct
• The product descriptions will be useful

I want you to know that I share your frustration because I also share your conviction that Mr Snuff is a great idea. My job is simply to free that idea.

Hi Jonny, Thanks for the reply it is appreciated hugely to just have an acknowledgement that you’re aware of the issue and working to fix it. I wish you every success in your new position.
Kind Regards
Bu5hy

Not sure how to word this without sounding like a massive tool - but here goes…

TL/DR Credit where it’s due, this week I had a good experience ordering from one of Mr S’ outlets (Fox).

I had been reluctant to order from Mr S following some absolutely shocking experiences; at first, things were great. But soon, I had orders stuck waiting and waiting up to 2 weeks for customer service to tell me they were investigating; this happened a few times and always because stock shown on the website wasn’t in the warehouse - seemingly with absolutely no safety net for anyone to review outstanding/unsatisfied orders in the system.

The final straw was ordering a tin of Snuv Black Eye which arrived solid like a hockey puck.
Customer service were typically unresponsive, so I reached out and messaged the Mr S Facebook account to say that customer service was too slow.
To paraphrase, I was called a liar and told that ALL customer service requests were ALWAYS answered in 72 hours.

The absolutely shocking customer service, it taking an average of a week to process UK orders ready to ship (unless you added a tip) and frankly shocking prices caused me to shop elsewhere.

This week, I put an order in for a tin of Snuv Rigor Mortis (absent from the Mr S store but seemingly available through their Fox outlet). I put the order through in the afternoon, I received an update the following morning and the postie dropped my package the next day.
If this is the sort of service I can expect from the new management then I’m very much looking forward to revisiting the many wonderful products only Mr S offers and kudos to the new management.

The last time Pipe tobacco was on Mr Snuff it was Sam Gawaith which is a great brand imo but it was being sold for £41! Well that’s pointless as it’s £19 on other sites. They did the same with dip. Then it just doesn’t sell because it’s twice the price and everyone knows it’s been sat on the shelf for ever drying out because of the price. It’s such a a shame because everyone wants to use the site.

Jonny, I ordered snuff on 2/28 to Denver Colorado and the shipping label was created but its been sitting there for close to a week now. This is kinda ridiculous. I brought some snuff back from Germany and got my coworkers interested but its almost a false statement to just create a label and let it sit for days on end. An explanation would that its not in country or SOMETHING would keep us coming back.
Hope you read this.

I cant edit my last post: i do think the prices are actually pretty good though and i am glad to have found a retailer in the US.

Hi @Pete

We get a lot of customer support requests with a similar profile. The usual underlying reason is poor messaging in our shipping confirmation email. We do not properly emphasise the fact that we are not a US based company. Our warehouse in located in the Isle of Man, which is an island in the Irish Sea just off the UK coast.

Kay, from Customer Service, is looking now and has found a Peter Horish from Colorado who ordered on the 28th. If this is not you can you contact Kay on support@mrsnuff.com and let her know your order number please.

If this is you then your parcel was packed and dispatched from our warehouse on the 29th February (our average weekday dispatch time is about 11 hours from order). Your parcel was then put into a big DHL box, along with about 40 other parcels, and shipped to the US. It takes between 5 and 10 days for DHL to get the box to the US and, once there, the box is unpacked and your parcel is removed, has a USPS label stuck on it, and it enters the US postal system where it takes another 3 or 4 days to get to you.

Best case, you get your parcel only 8 days after ordering it. Worst case it takes about 2 weeks.

But here is the problem - for the first leg of that journey, whilst your parcel is in the DHL box, the tracking link we send you does not update. It is only when your parcel enters the USPS system that the tracking starts. Of course it looks like we have not even dispatched your parcel yet. This is something we are actively looking into and trying to solve.

In the meanwhile, I am today going to update the text of our shipping confirmation email to explain to our US customers how long they should to expect to wait.

Hi @Clem

I am really sorry to hear about your troubles. I will ask the warehouse to check the Snuv Black Eye to make sure there are not any issues generally with that product.

You are correct to point out the deficiencies in the way the stock levels were managed and how that rippled through to customer service. Over the last six months I have been working away behind the scenes to resolve these process issues, I hope you will be able to see the effect of these changes over the next few weeks.

The customer service rep you talked to no longer works for us. Instead we have Kay, who is great and really understands the system.

Thanks for the heads up about the Rigor Mortis. This has been reactivated on MrSnuffUK so you should be able to get it again.

I hear you about UK postal delays. Parcels normally get off the Island (Isle of Man) by ferry within 24 hours. Royal Mail used to fly the post off but they changed this to the cheaper ferry. This has introduced a delay but worse, during the 10 months of winter we get here (only kidding Isle of Man is lovely) the ferries often get cancelled and the post is further delayed. Then there is the UK Royal Mail service, which is deteriorating, and has shockingly poor tracking.

The solution is to switch away from Royal Mail completely, and we are in the process of doing this. We are going to us a service called DHL Parcel UK which is a bit more expensive but is much better, more reliable and faster, also the tracking works.

Again, sorry for your rubbish experience. I hope you can give us another shot.

P.S. I have just been told that the current stock Snuv Black Eye has been checked and is fine - whew - but something was wrong with yours so please get in touch with Kay support@mrsnuff.co.uk with the title Snuv Black Eye and she will arrange a store credit refund.

Thanks for your reply. We had no idea that the shipping is actually from Isle of Man and not New York like the email states. Great customer service!

Hi Jonny,

Thanks for your reply - it was never going to be the case that I’d never order again, but it’s a huge boost to my grumpy self seeing the effort you’re making and I really wish all involved the greatest of success.

If you’re going to insist on offering some credit, then I’m going to have to indulge on some bits I’ve been deliberating over for a while, I see what you did there

All the best!

This is what great customer service looks like, very transparent. Thank you

@Pete Yeah I order to the U.S. as well. Basically the shipping label is for when the snuff arrives in the U.S. So it’ll look like it’s sitting there doing nothing for about a week, but that’s just because it’s shipping from the U.K. to the New York customs. Once it enters New York you’ll see the label start giving updates.

Most orders for me take 1.5 to 2 weeks to deliver.

Hey Pete! Good to see another Coloradoan on the forum.

DM me if you want to know about any local stores that carry snuff (or to let me know if there is any places you know of!).

-Connor

Hey there. I dont see where to private message you. I pretty exclusively use Gletcher Prise but noone has it in Colorado. You?

click the username and you will see the option to message

Just to confirm and thank you for the store credit

Hi Jonny, I was just wondering with regards to our previous dialogue, If you have a time frame on bringing your prices back in line with other vendors? I find myself constantly coming to you for 1 or 2 items that I can only get from you and then having to go to a more sensibly priced vendor for the other 10 items I want and the two bills are very similar. I also have a fear that if the UK government realizes how much you are overcharging they might decide to start taxing snuff again for themselves. They stopped taxing snuff for the working classes that were using it, mainly the miners, Mill and factory workers. Now Mr Snuff is pricing it on par with Cigar smoking! I was so pleased that you responded to my query but I am kind of wondering how long it really takes to change the prices back to what they were.

I’ve been holding out to on orders for a bit. Just waiting to see what happening with the prices

Hi @Bu5hy

You are not wrong to be sceptical. How long can it take to get the prices updated? Well it turns out that it is longer than I thought, that is for sure.

The approach I have taken is two fold:

1. Contact all our suppliers to get their latest prices lists and then update the the cost price and recommended retail price of each product accordingly
2. Use machine processing to parse out the actual cost prices from the invoices we have for the past six months and generate the prices from there.

I had high hope for #2 because that seemed to be the fastest path. Today I went through the first 450 product prices (out of 900 products) but it looks like this approach may not work because each supplier has very different ways of expressing their prices, and some are in German and need translating.

#1 Truth be told I messed up because I thought using the invoices (#2) would work and would get us quickly to a real cost price. So confident was I that I held off asking for the prices lists from all our suppliers. I will be sending out those emails tomorrow.

All I can tell you is that fixing the prices is honestly my top priority. I have engaged an outside company to help with the analysis and I expect to have the prices updated in the next few weeks, one way or the other.

For what it is worth, I share your sense of outrage. The prices aren’t just wrong, they are egregiously wrong. There are detailed reasons for this that stretch back in time, but regardless, it is wrong. I am motivated to fix it not just because I share your anger, but also because it makes obvious business sense. I firmly believe I will make more money if the prices are sorted.

In the meanwhile, I have spoken to Kay, our customer service rep, and asked her to give you a 20% discount on your next order. Just email her on support@mrsnuff.com or support@mrsnuff.co.uk with the title “Just Fix the Prices!” and she will give you a single use token tied to your email address.

If anybody else reading this wants the same deal, just email Kay.

And then give me a few more weeks.

Hello there,

I was wondering when you will post to Ireland again? Haven’t bought snuff in a while but i went to last week and seen yous stopped posting here blaming customs. I always received my orders off around 10 tins at a time.

Any idea when they might be listed on the site? I have been checking frequently over the past three weeks, but they are not there yet. Have really been looking forward to getting my hands on those…

Hi Jonny,
I placed an order on March 01 to North Carolina in the US, and though im sure it has departed the Isle of Man, it has not yet reached the New York location, nor updated through USPS. Ive reached out to Kay a couple times over the past week or so for any updates or any information on my package but have not heard back yet.
Im just really lookin forward to my nicotine treats!
Thanks
-Mitchell

@snotrag

I have spoken to Kay about you and checked back through the customer service history. Unfortunately your parcel was part of a consignment that was stopped by US customs and has now started the process of being shipped back to us. We don’t yet know why they stopped this consignment, it is actually quite rare, but we will investigate the reason when we get the documentation back from them. Honestly though, customs don’t need a reason when it comes to tobacco, they are a law unto themselves.

The good news is that our records show that you received a store credit two days ago to compensate you for the trouble. We actually sent out a mail merge to all affected customers so everyone got a credit. Maybe this message it landed in your spam folder? Let me know if you received it.

Finally, I have asked a tech guy to take a look at whether the support@mrsnuff.com, the support email address that Kay uses, is being sent to spam more often than it should because there are things we might be able to do to improve this.

@Demigros

I just spoke to the product guy. He looked a bit sheepish He was waiting on the product descriptions but I asked him to push on. He has just told me he will have the new TSM products up live by end of play tomorrow.

Thanks for the quick response Jonny!
I did receive the credit but i didnt know why! I didnt receive an email however, but I certainly understand how troublesome email can be so no hard feelings.

One more thing, Ive also noticed that there are no more Oden products on the page, and I love the Oden products! Any word on getting more of those!?

Thanks again!

@snotrag

We have a big GN Tobacco order arriving in the next few days (finally - the factory takes ages to deliver because we are such small fry). All the GN products, including Odens, will be getting booked in as soon as we get the customs clearance numbers we need. In short, more Odens very soon.

In general we are overhauling our entire ordering process with a big shift towards algorithmic prediction and inventory analysis. This work is mostly done and we have a lot of new stock from various suppliers now on order. Cashflow constraints mean it will all take a few months to properly shake out, but we should see stock levels rising across the board starting now and continuing over the next few months.

Awesome. Great to hear! Thanks Jonny!

@Demigros

Good news : We now have three new TSM product now available on MrSnuff and MrSnuffUK.

• TSM Dark
• TSM Golden Roasted
• TSM Madras Ghee

Thank you for seeing to it.

Thanks Jonny. I’ve been wanting to try some of the Temple Car snuffs since I saw Simon ‘Simply Snuff’ try them. My order is already in!

Just got my big order of siberias!! Very stoked. With the few odens I have left I’m pretty geared up for a little while

Been ordering regularly now for the past year and was going to order again tonight before seeing the HUGE increase in shipping cost. Why the jump? Will it go down? Shipping seems to have doubled. Very discouraging.

@DeaconPiper – I believe he said it was just going to be flat-rate (correct me if I’m wrong, anyone).

Will you be getting more Back in Black from Snuv? And if so when?

Yes, we have 48 on order as of 22 March. They should be in soon.

Hi @Demigros

Today I paid the invoice for Empire Overseas, the supplier of White Elephant. They had fallen off the radar but we tracked them down and reconnected to get this product back in stock.

I know they have started production a few days ago, so hopefully it won’t be too long before we have this back on the shelves. Assuming it sells we should be good to keep a steady supply going forward.

@George49

Back In Black is back in stock!

The lead time for manufacturer is pretty long so I put the next order in yesterday. Hopefully we can stabilise the supply and keep it in stock from now on.

Any chances of revising discouragingly high price of White Elephant, @Jonny?

Nice to see Afghan White and Afghan Black pricing mended! Previous prices were deterring many from giving it a whirl. Apparently, this also slowed down stock movement and naswar dried out in the warehouse before reaching the customers, shamefully: https://m.youtube.com/watch?v=46dZ4GUn5Qo (check out the bit from 4:27 to 4:41 - naswar turns unusable when it dries out and cakes to rock-solid).

I think there are a few prices to be fixed still. Just looked at the white elephant crazy lmao. I did however take advantage of the 6photo prices corrections and stocked up a bit there so thank you @Jonny for that. When do you think the poschl products will be re-revised

Hi @volunge

The latest pricing news news is here

Any idea as to when most of the indian snuff that are out of stock will be restocked?

Hi @115

A fairly substantial Lachhman Das delivery was booked in a couple of days ago.

But I think you mean the Janta Naswar products that are now mostly out of stock. We made that order in February but there were delays during production. I have been told that it is now finally on its way to us - so It should be here by next week.

@Kay @Jonny Is there any chance I can add some more things to me last order as its not sent yet MSUK16857?

I have some bits in my basket on my phone I would like to added but not sure how I would go about doing it? Buy it as a collection than you could add it to the above order?

EDIT:

Never mind just got an email saying its shipped

Hi, Sorry we missed your message. The warehouse team are fast at turning the orders around.

It’s fine. just thought I would be able to catch you so I could avoid more postage fee’s

Just looked at these. might give them a try if you ever drop these a bit. Id try the 14g madras ones hopefully I would like them. I do like the MG Madras, I end-up buying four of the 100g tubs after there prices was reduced very happy with those. Slowly trying some of the 6photo sample pack so hopefully find some others for future purchases.

Its good to see some better prices on items. So now think I will be buying more here in the future now too.

Good times a head…

My last three orders were rejected to Canada! After many years as a satisfied customer. Not happy!

Hi @doug

I investigated this for you and answered your query over in the topic you created - see the link is below:

Thanks! I ordered 3 last week. Just waiting for it to arrive here in Los Angeles.

Hi Johnny

First of all, thank you for your response. I did in fact receive the first order SMS 79170 back at the end of January. My second order SMS 585160 was returned but the address was correct I don’t know why that happened. I then got my wife to place an order under her name and our address in Saskatchewan which was also rejected and sent back. Because all you gave me was a store credit I made another order SMS 86485 and looking at the tracking on that yesterday, I’m pretty sure was returned also, you may not have received it yet though.
It’s the same address I’ve been using for years so I’m not sure what the problem is.

Just sent you an email regarding my latest order regarding afghan white snuff and their dodgy tins. Could I also make a recommendation that all products are checked to make sure that the lids are fitted correctly quite a few of the snuv range Iv bought have lose lids and some that the lids are not on correctly. Id check all incoming stock before storing and all out going just to be sure its good to send. Luckily the snuv products where all good after checking unlike the afghan stuff. check, check, check. Also In regards to the afghan snuff see if 6photo can use better tins like the MG Madras tins not had any problem with those no splits in the tin so no leakages. If they dont have any others 45g tins to use than get them to make it 100g tins. Plus if you expect that they might leak due to poor packaging place them inside a zip lock bag. Try to prevent more wastage of products

@Jonny

Hi @115 Thank you for your email and feedback. I have reached out to the manufacturer with your suggestions. It would be good for us as well if the packaging was more robust. I will let you know their response.

Thank you, Kay. I do hope so, It would make sense if they did changed them. It’s a shame doing all the work to ruin it with poor packaging not you the snuff manufacturer those tins really or crap. Anyhow thank you for the quick reply and prompt refund. The work you lot are making to turn the site around is great to see and the communication is outstanding having you both @Jonny on the forum as well. That is next level customer service right here. This is how it should be done, This is the way.

Glad to be part of the community and a customer.

Your work is appreciated

Hi @115 ,

Good news! The manufacturer got back to us quickly and they have changed the packaging for our next order. See the image below. I’m really impressed with their response.

Outstanding result. When you get more I will grab one to look at. Any idea as to when you will have this lot in?

It usually takes around 3 weeks for them to get our order together and ship it here. I will drop you an email when it arrives.

Thanks, Kay that would be great if you could.

New blood in the snuff business! Nice! Wishing you the best @Jonny ! Hope you keep maintaining MrSnuff’s success and even evolve the company into something bigger!

Hi @ALLex

Thanks for the encouragement, it really matters to @Kay and me to hear your positive feedback, and that’s the truth.

We are totally committed to building Mr Snuff to be the very best it can be; the most choice, the best prices, and the most honest interface.

But we are relying on you lot to keep us honest, so please let us know how we can do better.

Todays a bad day for me. Prices jumping up in the basket.

How come when I add items to my basket they are jumping up. Take 6photo snuffs for an example MG Madras £5.76 listed prices. I’m sure it was cheaper a few weeks ago now I add it to my basket it jumps to £6.36. (Edit nope just noticed it charged me £6.36 last time per can of 100g MG Madras that’s listed at £5.76 If I’d have noticed this I would not have bothered ordering. I’m going to have to keep a closer look at these changes in my basket an hassle I dont need. If it’s listed at £5.76 It should be £5.76 each in my basket) Another issue postage use to be £5 now that’s £5.63 This is really going to put a lot of people off or p*ss them off. I’m the later atm. Shame as I was starting to love the changes but not I’m back in the boat of wtf lol. What’s with these prices. Postage increases basket increases.
(Update Edit) Prices for MG Madras are now showing correct prices in basket so thank you for that. (Reedited) Nope back to showing higher prices now on a few items in my basket.

I will try to do an order later tonight 10pm if prices are sorted

I was going to do a nice order today has I got a email from kay regarding some restocked items but now I’m bummed out as the prices are going crazy again. Shame really as I thought the site was going the right way but looks like it’s going backwards again to me. Thank you @Kay for informing me about some restocked products. But think I’m going to leave atm till some things have been looked at and fixed for me. On a good note the afghan white is still the correct price in the basket.

I’m going to stop my orders for a while till I noticed these things are fixed or I have been informed its been amended. Not sure how this will affect me order because I ain’t time to double check my basket for error’s. I prefer been able to order and not have to worry if I have been charged correctly. But if I do order and notice prices changed once adding my orders wont be very good because Im not going to order whats correct and reorder the rest when they are correct. If it aint right first time then Im just going to wait till all the items in my basket are charged at the sites listed sale price.

I understand bugs happen but this stuff could ruin the site as well as making people order else where.

Today I feel I have been kicked right in the nuts luckily my over charge was probably around £1.70 odd on the last MG Madras order the 6photo Assortment box too was over charged. If I’d have noticed I would have left them sitting on the shelf there. I’m old fashioned I like to pay the price it’s listed at or a discount price is a plus

Can somebody please Inform as to why prices are changing in my basket and why postage as gone up. The postage charges are me mental to the UK I would not mind paying a higher price if the package was of good weight but they ain’t

@Jonny @Kay Could any of you explain what’s going on here. I’m back on the fence now with ordering I hate feeling bad when I want to make an order.

(Another Edit)
Just clocked something else my whole order MSUK16815 was charged over the listed prices. So this pricing problem could be happening across all the items on the site unsure. I will look at all my old orders closer tomorrow and check hopefully not.

(Edit: 15:43) The issue seems to be only in duckduck as edge is showing the correct prices in basket. It’s overcharged me on some of me last orders but I had not noticed at the time as you expect it to be correct so don’t check to be fair. The postage as always been correct £5 UK just think its something I will have to keep an eye on.

While I’m here any chance the 41 Photo snuff prices will be looked at as was thinking of getting some white elephant but £30 a tub. I will stick to the afgan white. I can see you replying jonny so won’t keep editing my post. I will have a good play later via duck duck and edge to see whats the best to use on tonight’s order. If it ain’t playing up

Hi @115

I am really sorry for the frustrating experience. Its clearly a very bad thing if our site is messing up the prices once it gets to the checkout. Let’s hope we can get to the bottom of this.

I am assuming you were using Mr Snuff UK since you quoted the price in GBP, so I jumped on the site and tried my best to replicate the issue you described, but I couldn’t. I also tried with different browsers and used my VPN to simulate coming from different countries but the price remained unchanged in the basket and then at the checkout.

Cart

Checkout

This is what my cart and checkout looks like. I don’t doubt that you are seeing something different, so can you send me a screenshot of yours please, just in case we can get some clues from there.

The only hint I have is that I found a duplicate version of this product. It was archived so it should not have interfered with the live site but I deleted it anyway just in case. However this would not explain why the site is substituting different prices for all the products you purchased.

I also looked for any product that had a price of £6.36 but no product in our inventory has that specific price. My only thought is that somehow Shopify is adding some tax or something, but then why only for you, and not for everyone? I can’t explain it.

What you might like to try is purchasing the product from one of our sister sites, for example Odens UK or WhiteFoxMe both of which carry our full range of snuffs at UK prices. WhiteFoxMe also has a brand new theme so it uses different shopping cart and checkout templates. It surely cannot suffer from the same problem.

Incidentally, the old price for M.G. Madras 100g was £11.99 and after our recent price review we reduced it to £5.76. We are going to review Dholakia and Empire Overseas (41 Photo) this Friday.

God knows what’s causing it. I’m just using duck duck go some times its correct and sometimes this is happening no VPN in use. This is the UK site. I will try edge for a bit on my future orders if its showing correctly. If not will jump between edge or duck duck which ever displays the correct prices in basket.

Is this on your phone or a bigger machine?

Can’t do much as not home atm will look 10pm tonight more at both browsers and see the results of a basket

I use both and its across both. laptop and phone. Ye you are correct with the MG madras dropping I thought it was £4 odd last time but it was right £5 odd must of got it mixed up with looking over all your offerings so much lmao. However the prices I paid for them on my last order was wrong as it jumped up in the basket and I had not noticed at the time untill noticing today the price changed in my basket. So I thought I would go back and check the last prices I paid on the last order and noticed the overcharge on the MG Madras and The 6photo Assortment box

Placed on May 18, 2024 at 2:54 pm

Order #MSUK16815

What I paid last time unnoticed.
£6.34 MG Madras 100g each this should have been £5.76 each
£8.45 6Photo Assortment box This should have been £7.76 each

Will give the others snuffs a look friday night then once you have reviewed those.

OK, thanks for the info. I will get @Kay to take a look tomorrow to see if we can track down the problem. She will issue you with store credit regardless because being overcharged is not acceptable, regardless of the reason.

I took a look at the prices for the products we do from Empire Overseas (Himtaj and white elephant) and updated the prices to the correct level using our standard margin calculator. Your 150g tub went from £35.99 to £19.99, so that is a bit of an improvement.

Kay is going to send out a back in stock email tomorrow because we have lots of people waiting for the white elephant to come back in, so feel free to go fill your boots before the rush

Ok thank you. I thought it might have been a bit cheaper then that. Going of the price of 6photo stuff nm. If that the price you can get fair play just think its quite high but if it’s got the demand fair play to you. Might try a smaller tin at some point.

Seemed very much like the problem I’d encountered.

£6.34 is the Madras price I can see when logged in.

£5.76 is the price if delivery address is set to IOM and, I’m led to believe, an accidental 10% discount is provided.

I’m slightly bemused to read in this thread that the actual price should be £5.76.

Edit: On White Fox and Odens I’m offered the prices I’ve been told were an anomaly., but neither store offers all the products I was going to buy from Mr Snuff. I no longer know what to believe.

(post deleted by author)

I made a similar enquiry on the end of this thread last week, but received a different response.

All I wanted to do was buy snuff and Jonny kindly made an offer of a discount. Unfortunately by the time it was all figured out the primary snuff on my order was out of stock, so I went ahead and bought a couple of tubs direct from Wilsons, figuring I could manage without the couple of tubs of 6 Photo.

I can not understand why last week I was told the higher prices were correct and yet today you’re told the lower prices are correct.

Hi @nisam

Thank you so much for pointing out that this is the same problem as the IoM issue 10% issue. I hadn’t joined up the dots, so that is great - at least we now have a way forward. I will prioritise fixing this issue.

FYI: All the stores have exactly the same products, or very close, and we are working to sync them completely. The sister sites, OdensUK and WhiteFoxMe, don’t make it obvious about the snuff but if you use the search you should be able to find all the products you can see on MrSnuff UK

@115

Tough crowd: I though a 50% haircut might raise a smile

The new price is based off the cost price to us plus a standard margin. White Elephant is more expensive than 6Photo because the cost price is more expensive. We don’t price based on demand because we are trying to be fair and transparent.

The prices I see on the other sites are the lower prices. The missing products were some bulk tubs.

The issue for me has nothing to do with what prices are or how much profit is made, but being able to trust what appears on my screen. Whether a particualar snuff is £1 or £100 I want to be able to choose knowing I’m paying the same price as everyone else.

I completely agree. I am looking now to try and work out the difference between Mr Snuff UK and the other sites that could be causing the problem. I will report back soon.

You can’t please everybody all the time but so far your doing a good job. Maybe I consider to much into my purchases lol. I understand you have costs to cover and a profit to make so leave it as is and see. I just hate paying so much some times considering WoS prices and amounts but it is what it is. Youv got to make money and cover some extra costs getting it so I understand fella. Still an happy customer here

Maybe I’m just an old tight arse lmao

Good news! Thanks to you guys kicking me up the arse to take a proper look at what is going on, I found the problem It was an obscure setting deep in Shopify that was messing with all prices other than the sanctified Isle of Man. It’s fixed now so please give it a go and let me know how you get on.

And really, thanks to you for taking the time and caring enough to report the issues so we can get them fixed

great stuff will give it a look later via both browsers at home.

on duck duck it’s still showing higher prices in basket will check later might take a bit to update

It should be good now. If you clear your cart then add the items again then go to checkout. The default delivery address is Isle of Man (something else to fix) which shows the correct price. Now change to the UK and the price should now stay the same.

Once you get home, please let me know if this is what you see.

Yep that’s fixed it, Postage is still higher tho that used to be £5 UK.

Outstanding hunting, good work…

Great. That is a relief.

The post went up because we got a new charge sheet through from the IoM Post Office and their prices were adjusted. We charge what they charge, no postage gouging. Its the new way.

Ok np fella. At least the price issue is fixed now.

All showing fine and checkout actually threw up a box to let me know prices had changed.

I have to hand it to you for customer service. Prior to last week I’d avoided becoming a forum member as I can be a crotchety bugger and best kept away from others, yet you’ve walked through this with ease again.

Thanks, I really do appreciate the support and honestly, I am just relieved we got the problem sorted. Good teamwork!

If you and @115 get in touch with @Kay at support@mrsnuff.co.uk she will give you a discount code to compensate for the overcharge.

Onwards and upwards.

I just emailed her and messaged here regarding a issue with charges. She will need to view the message on here unless you can view the message I sent.

I hadn’t placed any recent orders as the main part of my order had been out of stock when we’d got half way to the bottom of this last week, so wasn’t overcharged.

I got a couple of fresh drums from Wilsons, but have managed to place a few items in my Mr Snuff basket.

One question I do have is why no bulk option is available for Brunswick? Forum members seem to rate it (as I do), but perhaps it isn’t a big seller for you.

@Jonny what happened to the case/box discount that used to be offered for certain snuffs (where you would purchase whatever quantity that the manufacture packages a particular snuff in for retailers and get a -% discount for buying by the case/box)?

I noticed in some of the product description pages that it mentions the availability of a discount for multi-unit orders (e.g., “Also available with a discount by the dozen” on the Ntsu Black product page), but there is no longer a radio button to click for exercising that option, and when that quantity is added to the cart, no discount is applied at checkout either.

I would prefer the overcharges credit back to my account @kay Not sure if you have seen my private message on here yet please view it. I replied to your email this morning. Once this is resolved I will do another order later tonight when I have more time.

That is a great question @Demigros.

We are in the process of reducing our prices across our entire product range, and whilst we are not finished yet, the majority of products have seen their prices significantly reduced. The calculation we use gives us the minimum margin we need to keep the business going, with the idea being to set the entire company back to the baseline, and regain the clarity we need to go forward with modern price setting analysis.

Because the prices are being minimised it does not make sense to offer further discounts. Previously pricing was set with discounting in mind. This has now been replaced with much cheaper products and no discounts. It’s interesting to note that for many products it is now cheaper to by 10 without the discount than it was with the previous prices plus the bulk discount.

That said, rolls of ten pouches are discounted, and large tubs of snuff are discounted, but this is fixed discounted price rather than an applied secondary discount. You can find these under the Bulk Buy main menu on the site

This has made our lives much easier and delivers better pricing to all of our customers, and not just the subset that used the discounts. However, this grand simplification is just the first stage of our pricing strategy - its real purpose is to set the scene for future, data-driven smarter pricing, which may well include combinations of higher prices and discounts - we will have to see what the analytics brings us.

As for the incorrect description, this is a nightmare. Between @Kay and me, we just haven’t had the bandwidth to tackle these yet. Prices and weights have been our priority; but we know how important it is to have accurate descriptions so I recently commissioned a company to help us use AI prompts to generate new, more useful descriptions for the approx 200 products that we detailed specifications for e.g.

• Type: mentholated
• Notes: floral, fruity, grassy
• Color: dark brown
• Grind: medium-fine
• Nicotine: medium-high
• Moisture: slightly moist
• Ease of use: beginner
• Tobacco: Indian flue-cured blend
• Kind:Nasal Snuff

Gives the description : A refreshing mentholated nasal snuff with a unique blend of Indian flue-cured tobacco. Notes of floral, fruity, and grassy flavors create a smooth and satisfying experience. Medium-high nicotine level and slightly moist texture make it perfect for beginners.

The problem is getting this level of specification for all 976 products We are working on it though.

Sorry for the misleading descriptions regarding discounts. I will see if we can root them out and thanks for the opportunity to explain what we are up to, and I hope you are enjoying the reduced prices so far.

Just looked at Samuel Gawith snuff and it’s jumped back up to the old price on three different browsers. Checked Odens site and it shows at the new price. I’m guessing there are likely to be some other bugs which will continue to plague you.

Can you let me know the specific product(s) you tested please, and the old and new prices you are seeing. Thanks

as I’m a good egg see ya messages on here in 1min

I’m seeing tap tins at £3.59 and 25g tins at £5.99 across the entire range. Initially I’d thought browser cache, but had seen new prices last week. Firefox, Edge and Chrome all yield the same result. No change when proceeding to checkout.

Odens was £3.13 for 25g tins of the few I looked at, but I’d imagine prices there are all okay.

I found the problem, duplicate products, and fixed it for the Samuel Gawith range. I will go hunt for others now. Thanks for spotting this.

Prices showing correctly now, but no snuff to be found under the relevant category and need to be searched.

On the UK site , there still seem to be about 20 6photo products missing . Big (150-200g) tins of LA Natural, Chocolicious and Super Chetak just disappeared when you jiggled the prices .

You talking about that. I did ask jonny to see if we could get the below in 100g

Colonial Club
French Riviera

But I would like to add another to that.

Green Dragon

(Edit)

Another. Chocolicious

These I have picked from the assortment box as they are some of the best out of the selection that we dont have in 100g on here. If jonny could get these I’d gladly buy a load these are the stand out ones for me from the 6photo range along with the MG Madras but thats stocked in 100g

If you can make this happen @Jonny & @Kay I’d be extremely happy. I could see these selling as quick as the MG Madras, Afghan White in which you need to restock again, soon sold that like hot cakes. If you do get the above in as an 100g option then please message me before they sellout lol. All the snuffs Im trying to get you to stock in 100g I’m sure you would get a lot of buyers on that.

I would get the best 6photo snuffs in 8g, 30g, 100g or even 150g options

Hi Jonny, I just wanted to commend you for keeping your word on sorting the prices out on Mr Snuff. It has honestly changed Mr Snuff in to my go too site instead of going to 4 or 5 different suppliers for different snuffs. It’s made it in to the one stop shop it was presumably supposed to be. So hats off for that. Just another thing I wanted to ask is the Snuv white range, Is there any possibility of bringing it back but with more sensible names? They were all very nice snuffs especially my favorite “Crack” which had the most refreshing flavor. I’ve nearly run out of what I had making me wonder

Hi @Bu5hy

Thanks for that. We have been working hard this week to get together a final, certified, one-list-to-rule-them-all, signed off, complete and definite list of products with everything fixed and ready to go with a view to rolling out this and the new across all the sites this weekend

Hopefully this will eliminate most of the remaining anomalies and get us to the point where we can finally take a breath and see what we can do to start to methodically make things better, instead of always scrabbling to fire-fight.

But that is not to say we haven’t made progress elsewhere and your question about the SNUV white range is absolutely on point. We have the new labels printed and applied to our existing stock, we have the designs in the hands of the manufacturer for our next order, we have marketing artwork completed and we have the announcement email poised and ready to go. We just need to get the new products, with their new product images up on the websites (see above).

The only thing holding us back is the thought that sending out too many marketing emails might fatigue our customers. Maybe we can release it on the fly, announce it here first for early-bird customers, and then do a marketing push later next month

You could always have a checkbox or message in the website that asks if they want Daily Newsletters, Weekly or Monthly and check or click the option they want. So by this way you are completely transparent about not wanting to bomb with emails those who aren’t interesting too.

Statistic have shown that buy giving the option for Daily or weekly or monthly Newsletter VS just Newsletter, it raises the clicks on the Daily checkbox.

I work in Marketing & in Website Developement for more than 8 years and I am happy to help whenever you need an advise on the subject.

(Excuse my English it isn’t my first language)

Hi @ALLex

That is a great idea. We can engage our customers at the level they feel most comfortable. I will definitely look into this.

And thanks for the offer of marketing support. I am techy but, to be honest, a newbie marketeer so any advice is gratefully received

Oh that’s great news! And thanks for all the hard work you and your staff have been doing its appreciated.

Is it just me or are prices going up again

@115

Blimey, you are quick off the mark, the upload hasn’t even finished yet

So today it is the turn of MrSnuff UK to receive the unified, certified product list. Expect some changes including the new look theme and some minor price adjustments to bring the prices to the psychological breakpoints of x.49 and x.99. Some prices went up and some went down. It makes things easier and most customers expect these price points.

It’s great to have somebody so price sensitive though, so brace yourself for another change. We have just got the new DHL Parcel UK integration working. This means we are swapping over from the Post Office to DHL for all UK deliveries. The service from DHL is much better, the deliveries times will be reduced and the tracking support improved. Overall this will be a big improvement for all our UK customers.

However, DHL have a flat rate for any parcel under 1.5kg. This will be more expensive than the PO for parcels under 0.5 kg, but cheaper for parcels over this, and significantly cheaper for parcel 1.0 to 1.5kg.

Watch this space…

lmao my bad, well hopefully if I need to buy more to justify postage costs below 500g could we see a discount option back again or bigger bulk options like say the best 6 photo snuffs getting a 100g tin or bigger option and whatever other snuff’s peope want bigger options on

Love been able to get MG Madras in 100g tin’s be nice to see others getting this option. As a lot the 6 photo where sold by bigger tubs bring it back I say and try get some of the other snuffs if you can sized up.

Shame you cant get one last load of snuffs from dholakia in 100g be nice to get some bigger deals before you say goodbye.

Look forward to see what more changes happen, Great work @Jonny @Kay

That is a … good idea

We have been really surprised at how well the bigger tubs have been selling and we are investing in more stock. I will discuss getting bigger tubs with Lachhman Das.

The bigger picture: I intend building closer relationships with our best Indian suppliers to open new lines where we get more control over product and packaging quality. A new side project launched today is the AI analysis of our data to determine the size of the Indian diaspora we serve. Maybe we should set up a new site that presents a different slice through our inventory, specifically designed to suite them?

Anyway, your MG Madras 100g is available. There are 35 in stock and are now a steal at only £5.99

I already have 4x 100g MG on way. . I was looking to order another 200g of the 6 photo curry, but it’s sold out now (the one I got a few days ago will last me months, so no rush hahaha)

I think with the adjusted pricing and bigger tub options they will sell like crazy!

Ofcourse analytics will take some time re how much to order etc. with this new shop (same name, but to me it’s a new shop with you and staff imo)

Any idea when the curry 200g/ six photo will be re stocked?

Thanks

Ps, I’ve worked in marketing and customer service for 10+ yrs via PC, and you are doing great imo!

Glad you like the idea. If you can get any of these in 100g tubs that would be great from 6 photo

French Riviera
Colonial Club
Green Dragon
Chocolicious
Medicated 6, 66, 666
Afghan White

I would have had some dholakia stuff if we had a few of them in 100g tubs ie.

Swiss Chocolate
Sicilian Crush
White Tiger
Lion King
Mighty Eagle
Majestic Elephant

Would be good to see some fubar snuffs sized up too. I would buy some small tubs but its going to cost a arm and leg as is. This is why I think we should keep the discount option if we don’t have a bulk size option. No doubt some others will want other snuff sized up too.

Myself would try get stuff stocked in three sizes, Small for those trying to keep weight down medium for those that want a bit more. The bigger for those who know what they love and need not worry about fee’s been charged

I would also like to see snuv rusty range sized up, you and 6 photo did and grand job on those. 10/10.

Think I will set some money a side so if this happens, I have a good chunk to spend on it all

Noticed as of today the cost of the Siberia snus pouches has increased quite a bit, a little disconcerting, not a heavy user of them but they fill the need while sick or when snuff isnt practical.

Quite a bit as jumped up from what I have seen. Just as I was getting used to the prices reducing lol. Just have to wait and see what happens.

We have had problems getting the pricing of the UK Excisable products correct. We are also constrained to a minimum base price for all GN Products (Siberia, Odens, HiT, White Fox) because the distributor has an enforced retail price.

The bright side is that this GN stock is not smuggled, it is officially UK legal and we have been negotiating with His Maj’s Govt to make sure that everything is ship shape. So if you can find it cheaper, which you definitely can, then it’s almost certainly smuggled, like most of it is.

FYI : The prices are calculated by starting at the enforced base price, then adding on our standard margin we apply to all products, then adding the excise per gram of tobacco.

The excise is insane btw, up to 80% of the price can be tax depending on the tobacco weight. I just hope you are enjoying the outstanding services all this tax is buying for your fellow citizens

Anyway, I believe the prices are correct for UK sites but if you have found a mistake can you do me a favour and tell what site, the products and the prices you see and I can confirm if there is a problem.

Thanks for your help.

As an American, the taxes dont help me at all . I have a small stock of them currently so I’ll wait and see how things settle. Still cheaper than American smokeless tobacco in my area, so thats win

Just the 1st 3 internet search results. No idea what shipping is, or if they are reputable. Id most likely continue purchasing from you either way

If you want help find a reputable source register to reddit and join the snus group see what others are using

Ah well, that explains it. There was a flurry of panic-feathers here in Mr Snuff HQ when we realised we had uploaded the UK prices (including excise) to MrSnuff.com for our US customers to briefly enjoy.

It should all be back to normal for you now

I am thankful for your honesty and transparency. Its refreshing. The US website is looking as it did

Gotta say, I’m diggin’ the new look of the site - and of course, the lower prices - but I do miss the reviews. Maybe someone could slap together a quick and dirty, non-affiliated snuff review site?

I am really glad you like the new theme. Radical simplification was the core idea. From this stripped down design we will gradually add features back in, making sure we test user responses to each and only keeping those that increase our conversation rates.

That said, you are right. The reviews will definately return. We still have them all, and we kept the judgeme review app. We just need to figure out how to make them work with the new the theme

I know you are probably busy doing other things, But when do you think you could work something out with 6 photo to get some of their goodness in 100g tins and if possible the snuv rusty range?

@Jonny I appreciate the transparency regarding the inability to visit the site due to Customs preventing orders from being delivered to my country (Europe). It’s preferable to knowing upfront rather than placing orders and gambling on whether they will make it through Customs.

Could you please share what future plans MrSnuff has for addressing this issue in European countries where delivery is currently not possible? Are you considering opening a European-based MrSnuff or implementing another solution to ensure reliable delivery within Europe?

I have to say I’m a bit gutted to see Wilson’s have gone up 50p already! They were £3.49 before you put the new site up.

I know a bit of a pain in the arse that lol.

Yes, it is on our radar because it is genuinely a great idea that has got us excited. There are a number of ranges that we can get in larger tubs, SNUV especially.0

But I need to manage you expectations because it can’t happen overnight, we need to ensure quality control around the containers and art work and other business aspects, also the lead times from India are measured in multiple months; but I love the idea so it will happen.

Can you let me know which product specifically please. It might have just been a mistake. If it was £3.49 before then it should have stayed at that price because it was already at the x.49 or x.99 price point.

Hi @ALLex

Absolutely, we intend to add EU countries back into the mix. Not to wax political, but the EU is a nightmare to export to. I have recently, finally, and at great expense, manage to secure an IOSS number that allows us to export into the EU - its all to do with paying the various rates of VAT to the various countries. This is the reason I was forced to take (most) of the EU off our destination list because we were basically smuggling our product before, and that was the reason customs was returning so many of our parcels.

Watch this space. Over the next few months we will be adding countries back in one by one and monitoring how we get on. Only today I added Puerto Rico back in - not sure if that helps you though

Tell me what country you are from and I will put it at the top of our list for experimenting, since you are being kind enough to take the the trouble and engage.

Cheers

This is outstanding news. Look forward to seeing all this happen

WOS 20g was £3.49 now £3.99
Hedges 20g was £3.49 now £3.99
Red Bull was around £1:50 not sure exact amount but it’s gone up to £1.99 (Red Bull is 1.30 on some UK sites)
There are others too Poschl and S.G have gone back up, Not back to the crazy Prices but about 50p increase.
Don’t get me wrong it’s 100% better than it was. I just was surprised to see it creeping back up so soon.

I think Redbull was £1.55 and Wilson’s 20g tins in line with Wilson’s own pricing, so around £3.60. This pricing probably works for US customers, but I agree it isn’t so appealing in the UK and guess this isn’t the company’s primary market.

Don’t worry, the prices are not creeping back up.

Changing all our prices across the board was a big project, and there were known-unknowns in the mix, so we broke it down into two phases. What you see with the price fluctuations is just us working our way through our planned process. Its happening live because we need the feedback from the market.

Phase 1 - Don’t think about the prices.
Use an algorithmic process which boils down to cost-price + standard margin. By the way, that standard margin was arrived at by back-calculating the margins the manufacturers were applying on their own websites. We saw that these were about the same for the manufacturers we could do this for, and so we used that as our yardstick.

The reason I said don’t think about the prices is because if you did, you would never do this for products like Red Bull. This is our best seller so any reduction in price has a big impact on our gross sales. We did it anyway because I wanted to test how elastic the demand was for these products, in other words, how much the drop in price would increase our sales to compensate for the loss in revenue. This was an example of an known-unknown that only the market could clarify.

Phase 2 - Think about the prices.
We waited until we hade a decent sales signal then we were ready to fine-tune the prices. The results were:

1. Dropping our prices increased our total sales, as expected, and decreased our revenue, again as expected.
2. Our best sellers were remarkably insensitive to the price change, with sales of our top items remaining almost unchanged.

So what to do? The top selling items make up the majority of our gross sales. Do we put the prices back up, after all we know people will pay this, and so break the spirit of intentions - to be fair to our customers?

Well, something had to be done because the lost revenue was too great to be sustained. What I decided to do was to spread the load over the product range to keep our best sellers reasonably priced. We raised the price of each product to the nearest 50p (so an average increase of 25p per product). We dropped the prices on some products we wanted to promote for various reasons (overstock being one).

This is where we are now. I am waiting to see if our revenue stabilises above the break-even (not there yet) and once we have that stability we will look to a future of dynamic pricing using software tools to help us.

I should also note that the reason I am doing this is because I we believe MrSnuff can, in the long run, make more money this way. I know trust is in short supply, and that is fine, but we have a goal: fair pricing and great products; that is the path to success - eventually.

@ClarkNova

I am glad to say the reviews are back. It was a straightforward technical issue that needed to be resolved so we should be fine from now on.

Thanks for the encouragement about the new theme

You’re doing great imo!
Loving everything I’m seeing and what’s planned.

Thank you!

Community appreciates it I’m sure.

Ah yes that looks about right £3.60 for WOS and
I was delighted to see Hedges at £3.60 too.
,

I agree and it’s only going to get bloody better baby.

It’s all for the greater good

I can’t speak for everyone but, You can bet your a** I appreciates it.

If you appreciate what MrSnuff is doing can we get a some “Bet ya a** I do” posts up in here.

Nice one! Keep up the good work @Jonny and @Kay.

Betcha Assparagus I do !

@towhee89

Sorry for the delay in responding. There was no news back when you asked but now there is a glimmer of hope. MrSnuff is in the very early stages of setting up a US outpost. If we can pull it off it will be able to stock and sell American snuffs once more. Watch this space.

I like the sound of this. Good stuff more snuff