Snusmania.eu Opiniones 185

Respuesta de Snusmania.eu

17 jul 2025

Hello Aleksi,

Your review leaves out a key detail: the credit card used for this order did not belong to you. The actual cardholder disputed the transaction shortly after the purchase, which automatically froze the order due to suspected fraud.

Original card owner: Mia *******

That’s why your order wasn’t shipped, and also why cancellation wasn’t possible—the payment was under investigation by the payment provider. This is completely outside our control and part of standard anti-fraud procedures.

We also replied to your emails, so claiming we’ve been unresponsive is simply not true.

Given the circumstances, we would genuinely prefer that you AVOID shopping with us again.

– The Snusmania Team

Respuesta de Snusmania.eu

17 jul 2025

Hello Adam.

We’ve explained this to you multiple times already, but let’s clarify it once more - We do not offer any express or VIP shipping options. The courier is called DHL Express, but that does not mean you paid for or received "express delivery." It’s just the name of the shipping company we use.

You selected the standard DHL Express shipping option, which clearly states delivery within 3–5 business days. Your order was delivered on the 4th business day, well within the promised timeframe.

You were not charged any kind of extra fee for faster delivery, and nothing was “stolen” from you. You received exactly what you paid for, shipped with the exact carrier stated at checkout.

We understand delivery expectations can be confusing due to the courier’s name, but accusing us of theft over a misunderstanding that’s already been explained is simply not fair.

– The Snusmania Team

Respuesta de Snusmania.eu

2 jul 2025

Hi Daniel,

Thanks for your 1-star review, though we're a bit confused by it. While some customers did experience delays due to DHL technical issues, your order is not one of them. In your case, the issue was due to a stock error on our side - and we've actively tried to reach you to resolve it.

We reached out to you:

June 25 via email
June 27 by phone
June 29 by phone

We offered several solutions: cancel the order, replace the missing items with alternatives, or refund the missing products - all based on your preference. On top of that, we offered extra free products as a gesture of goodwill.

We’re still happy to fix this for you if you get back to us. But we cant solve any issues, if the costumer doesn't respond to us.

Best regards,
Michelle, Snusmania