I ordered a shipment Red Bull 7G’s from Mr.SNUFF about two weeks ago. I get a bogus tracking # and a still no reply from any of my replies. Is this a legitimate company?
Some delays for US deliveries , Customs turned back a consignment of parcels .
Yes I’ve made many orders. Sometimes they get caught up in customs.
Yes it’s legit could just be delays or a mistake. At the moment the sites going threw some big changes. @Jonny
It sounds like your parcel is one of a consignment that got returned by US customs. We sent out a broadcast email to all the affected customers and provided a store credit in compensation.
If you didn’t receive this email, and especially if you contacted support and didn’t get a reply, can you please check your spam folder.
I know that sounds like the usual excuse but we have had multiple reports which have been resolved by finding replies in the spam folder. @Kay keeps on top of her customer service emails so if you don’t get replies then its probably in your spam.
[I just fact checked myself and checked Kay’s email and I can see she has responded to you, the last time being this morning]
Of course this is no good. Poor Kay is doing all this work and our emails are just going to spam plus our customers get justifiably annoyed. So yesterday I asked our tech guy to look into it. He reports that our support email address looks fine, Google gave it a clean bill of health - so we think it may be that individual customer spam filters are picking up the support emails and marking them as spam because it uses the mrsnuff.com domain, which is also our marketing domain - stop me if this is too much information 
Anyhoo, we are on it, hopefully we can get a new support domain and only use it for support so that should keep them out of spam.
tl;dr
Let me know if you found Kay’s replies in your spam folder.
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Hello Johnny,
Yes I did find it. But I am curious if this happens often and if there is a way we can try again?
US customs send back a consignment a couple of times a year, an we send about seven consignments to the US each week, so it is quite rare. The problem this time around was exacerbated by two factors:
- The consignment they stopped happened to be a large one, so about 300 individual parcels were affected
- We have found that our support email address is being treated as spam due to it being incorrectly used as the sending email by our marketing people (ouch). So our mail informing the affected customers landed on a lot deaf ears.
Actually, I wonder if you could do me a favour.
Since we know that support@mrsnuff.com is going to your spam, would you mind if I sent you an email from a new email address, say customer-service@mrsnuff.com, to see if that lands in your spam or not. I will include a discount code in the email.
Let me know if that is OK
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Sure not a problem. And please let me know when you think it would be a good time to request another order.
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Great, thanks. I have sent you an email from no-reply@mrsnuff.com. I am hoping this lands in your inbox and not your spam.
You can go order whenever you like. Whether or not US customs stops our consignments is random to us. They don’t tell us why, they just send it back. So order at will, it will get through next time.
By the way, one problem is you can’t combine your store credit with your discount code, sorry, it’s a Shopify quirk.
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