Electric Tobacconist USA Reviews

Name: Electric Tobacconist USA
Address: 2555 55th street, Suite 100, Suite 100, 2555 55th street, Suite 100, Suite 100, Boulder
Rating: 4.83

4.8 Rating 35,592 Reviews

96 %

of reviewers recommend Electric Tobacconist USA

4.8

Based on 35,592 reviews

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 93%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.6 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

About Electric Tobacconist USA:

Online vape store. Please visit www.electrictobacconist.support to lodge a support ticket if you need assistance (eg with a delayed order)

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Email:

www.electrictobacconist.support

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Electric Tobacconist USA 5 star review on 2nd July 2024

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Before check out it said I was getting a discount for shipping per my order price was over $50 but then when I checked the shipping price went up by $10.00. There was not option to change. Also the price of my products show one price before check out but then after check out the price is the items were higher.”

Helpful Report

Posted 3 years ago

We can confirm that there was no price change in your shipping price for your purchase with us. Looking at your location, your zip code is included in our Version 2 shipping breakdown in lieu of Version 1. With the bandwidth that our carrier can currently handle, some areas' costs are slightly higher than others. Please know that we are working on expanding our service range and decreasing these prices as quickly as possible. You can view the price changes on our shipping page; this information is also stated during the checkout process so that you are consistently aware of what you will be paying and why: https://www.electrictobacconist.com/shipping-information-i167 We hope that this helps to provide a clearer image as to what happened with your order and please do feel free to reach out to us via email (hello@electrictobacconist.com) in the event that you have any further questions or concerns.

Posted 3 years ago

“I wish I was informed BEFORE placing my order, that it was being shipped by a third party carrier with longer shipping times and no tracking. I would have never placed an order, but I guess that’s why you don nit inform people until after they pay. STILL WAITING FOR MY ORDER”

Helpful Report

Posted 3 years ago

I am very sorry that your order has yet to reach you. On our shipping information page as well as during the checkout process, you will see notices that indicate that we are no longer able to ship through USPS, or any other major shipping company, and are now working with independent couriers to complete deliveries. Insofar as your current purchase with us, I have followed up with you via email with your tracking information as well as further details regarding the PACT Act legislation and what this means for our industry.

Posted 3 years ago

“I used to love ET... not anymore! My last order was dispatched 11/15/21 & I still haven't received. When I wrote explaining that the provided tracking number says it's processing in my town with everyday being moved to the next day estimated delivery... ET asked for my patience. Alrighty then, I understand the postal changes & restrictions, but this is beyond belief. I'm beginning to believe that they have changed Totally Wicked into a scam as others are mentioning.”

Helpful Report

Posted 3 years ago

We are very sorry to hear that your order has yet to reach you and would be more than happy to provide further clarification on this situation. Unfortunately, in consequence of the PACT Act, we are no longer able to ship with USPS; UPS, FedEx, DHL, and all other major shipping companies have decided to make congruent policies surrounding the prohibition of shipping nicotine products. Looking at the tracking information for your purchase, it seems as though another update was inputted this morning which leads us to believe that your package is still actively in transit to your location. I have followed up on this situation with you via email to discuss further in the event that you find a lull in notifications. We thank you for your understanding in this situation as we overcome unforeseen difficulties presented by the aforementioned legislation.

Posted 3 years ago

“I placed first order on Oct 27th, 2nd order on Nov 5th, after weeks sitting in UT they were shipped to KY where they sat for 2 weeks. Finally delivered to Chattanooga, TN (where they were suppose to be) on Nov 22 and there they have sat since. It is now Dec 6th and every day they push delivery back another day. I have ordered from ET for over 8 years and this is the second time this has happen. Both times being shipped by XL. I'm ready to ask for refund because it's over $300 worth.”

Helpful Report

Posted 3 years ago

Hi Deborah, we apologize that your order has not reached you in a manner at which you find acceptable. Looking at our support team's previous interactions with you, it looks as though they have offered to reship or refund this purchase for you and are currently awaiting your response. To provide a bit more information on this situation: unfortunately, our shipping partners are facing some delays in completing deliveries due to the PACT Act legislation as well as a lack of bandwidth to properly process our shipments. We have received confirmation from them that this situation should be resolved shortly and we are very grateful for your patience while we work towards a better tomorrow.

Posted 3 years ago

“I am sad because someone referred me to this site for NJOY products I used to LOVE so whatever it took was worth it but now I have been refusing to stock up on less loved products assuming my product was on its way! I ordered on November 24th and it is now December 4th...the tracking info says the delivery date is a day later every single time I check it. Apparently it was in Salt Lake City Utah FROM Wyoming which is even further than the East coast...then it sat there for the past 3 days. I know there are shipping issues right now from what I am reading but this is so frustrating when your paying extra 7 bucks for shipping when jt is less than standard ground! Much less! I am scared it is going to be a month before receiving and this is just NOT what I expected. Hope this gets resolved soon and I understand it is not the fault of Electric T but something has to give or give discounts! If someone could maybe even give me a more accurate estimated delivery date that would help too so I know what I should buy in the meantime as I don't have much time to.shop IN person. Thanks in advance. I pray.”

Helpful Report

Posted 3 years ago

Hi Monica, I am very sorry that this uncomfortable situation is occurring and I am here to provide more information. One of our Virginia shipments did experience a slight delay in getting unloaded into the central distribution facility; however, this has since been rectified and we should not see any further difficulties in that regard. Your order should now be actively in transit to your location without delay. I have followed up with you via email to provide the next best steps in receiving your order in the event that you feel as though it has not been updated regularly.

Posted 3 years ago

“Xshipping takes weeks and weeks. Delivery date keeps getting pushed further and further out.”

Helpful Report

Posted 3 years ago

Thank you for contacting the Electric Tobacconist. USPS recently banned the shipment of all vaping products. This is in addition to similar bans UPS, DHL, FedEx, and every other major shipping company implemented earlier this year. X-Delivery is currently the only compliant provider that services your region. Packages shipped through this carrier are passed through a series of carriers rather than directly to a local distribution center. This can cause unusual shipping routes and slightly longer transit times. Please note that other retailers in our industry have switched to using X-Delivery as well, thus resulting in further delays. We sincerely apologize for the inconvenience that these delays have caused you. We are working tirelessly with the shipping company to resolve these issues and we expect that these transit times will be reduced in the near future once they become more acclimated to these new regulations and larger bandwidth.

Posted 3 years ago

“My order was shipped November 2nd and I still do not have it. It has been sitting in a processing facility in my town for a week. I sent an email to support and have not heard back. I will not be using this company again. $12.99 for shipping when it takes a month? No thanks.”

Helpful Report

Posted 3 years ago

Hi Emma, thank you for contacting the Electric Tobacconist. Unfortunately, USPS, FedEx, DHL, and UPS have banned the shipment of all vaping products. Because of this, we have had to partner with two compliant regional providers. These carriers do not have the same infrastructure that you are used to seeing with other major shipping companies and therefore have slightly longer transit times. Additionally, because of the USPS ban that took effect last month, our shipping partners are experiencing some delays due to increased shipping volumes. We apologize for the inconvenience that this causes you and we can assure you that we are working closely with the shipping company to resolve these issues. It looks as though we have a current email thread with you; however, I have followed up on our conversation - if you could please check this at your earliest convenience, I would be happy to assist you further.

Posted 3 years ago

“Made an order on the 5th of November never got a tracking number nothing the products have yet to show up really wished I did some research before ordering pretty sure I’ve been Scammed 😕”

Helpful Report

Posted 3 years ago

We are very sorry to hear that you have yet to receive your purchase. Unfortunately, as of October 20th, we are no longer able to use any major shipping company to deliver nicotine products. As such, we are now using two independent couriers that are able to make compliant deliveries. Nearly all of the retailers in our industry have made the switch as well - this is causing further delays on top of their being a smaller organization than USPS. We appreciate your continued patience in this situation; we will be following up with you via email to provide further clarification on this situation.

Posted 3 years ago

“Holy smokes! Where to start? Tracking system was a useless! Never got my order. No one was ever honest with me about what was going on with my order. Go somewhere else!”

Helpful Report

Posted 3 years ago

Hi, thank you for contacting us at the Electric Tobacconist. Looking into your situation, it looks as though mid-transit, your zip code was deemed undeliverable due to an error with one of our final mile carriers. It seems as though this order has already been refunded and you should have this in your account. I am very sorry that this has occurred and we can assure you that we are working tirelessly with our partners to ensure that this never happens again. We appreciate your continued patience and understanding whilst we overcome difficulties presented by the PACT Act legislation.

Posted 3 years ago

“The product is still the same, but prices keep going up as well as having to pay the tabacco tax on top of it, now the post office won't deliver so the new company is VERY SLOW! Then you can't find out when the product will be delivered until they deliver. I will be looking to buy elsewhere!”

Helpful Report

Posted 3 years ago

Unfortunately, with the ban on nicotine products put in place by USPS, UPS, FedEx, DHL, and all other major shipping companies, we are reliant on two independent couriers to make compliant deliveries. Since all of the industry must use their services as well, we are currently seeing delays in tracking updating as well as packages arriving. Please know that we are working adamantly on resolving this. Since our new partners have a comparatively small bandwidth in regard to USPS, it also costs them more to get packages to their destinations due to a lack of route access and personnel. We can assure you that we are working with them to decrease these prices as much as possible.

Posted 3 years ago

“Can you tell me where my order is? The order was placed on 10/27/21 and the number is 2034290/3966464”

Helpful Report

Posted 3 years ago

Thank you very much for reaching out to us about this concern. I have followed up with you via email to give you specifics regarding your purchase. We greatly appreciate your continued support and patience whilst we overcome the difficulties presented by losing USPS as a carrier.

Posted 3 years ago

“Are used to order from them all the time and now they’re so slow at delivering shipments I’ve been waiting and waiting for them to get their stuff together for about a year now and every month the delivery date is longer and longer I’m tired of the excuses about the law and having people having to sign for their packages they need to get their stuff together and stop passing the buck to other companies for doing a poor job delivering their product”

Helpful Report

Posted 3 years ago

We appreciate your concern in this situation. We want all of our customers to know that we are constantly working with our current courier to improve their service as well as delivery times. At this juncture, this is our best option whilst facing the coming loss of USPS. That being said, we are always looking for ways to supplement our shipping carrier in complete compliance with the PACT Act along with other state and federal regulations. Thank you for your continued patience as we overcome difficulties presented by the mandates currently in place.

Posted 3 years ago

“Couldn't place order. Collected all my info first then became a huge hassel.”

Helpful Report

Posted 4 years ago

I appreciate you contacting us and I would be more than happy to assist in this situation. I have reached out to you via email to further investigate what could have occurred during the registration and verification process. Please let me know if you have any further questions or concerns via that medium!

Posted 4 years ago

“This is my goodbye to Electric Tobacconist. I went to make an order for $25 dollars worth of items. But I went to checkout and with shipping and now being charged excise tax its no longer worth it alllll. $25 dollar order is now going to cost me $50! Who can afford this and how you will keep business is beyond me. Good company, Great customer service. Shipping is a little expensive at $13 dollars I dont get why its so much. It used to be worth ordering on here but with $13 dollar shipping for a 1- 3 ounce bottle of juice is ridiculous and you feel like your just getting ripped off. The juul pods are more than what my gas station sells them for. Gl ET($$) and Goodbye”

Helpful Report

Posted 4 years ago

Thank you for reaching out to the Electric Tobacconist. We are compliant with all state and federal laws: West Virginia requires that e-cigarette liquid be taxed at a rate of $0.075 per milliliter or fraction thereof. You can learn more about this tax on the West Virginia State Tax Department website here: https://tax.wv.gov/Business/ExciseTax/TobaccoTax/HowDoI/Pages/ElectronicCigaretteLiquidsExciseTaxFAQ.aspx#:~:text=The%20excise%20tax%20on%20e-cigarette%20liquids%20is%20at%20the,milliliter%20of Insofar as our shipping prices, as you may know, the vaping industry has been forced into changes regarding how we ship these products to our customers. In the near term, the United States Postal Service will be forced to act upon a bill signed by President Trump in December 2020. This means they will no longer ship vape supplies. Sadly, UPS and FedEx made policy decisions not to ship these products. Therefore, within a short period of time, we will be using a new carrier that can ship age-restricted products. Please also remember, every package is now sent requiring an adult signature on delivery. This is an absolute requirement for every delivery. As such, our new carrier, X-Delivery, is one of the very few options that make compliant deliveries. The shipping charges are costly because of these new regulations and signature requirements, but ET has made every effort to make this as affordable as possible to our customers by covering most of the shipping fees. We appreciate that the change to the industry has resulted in a change to your experience. We want to reiterate, Electric Tobacconist complies with the laws around the delivery of nicotine products.

Posted 4 years ago

“Don't know where my order is I use to get it in days now I pay more shipping and I'm still waiting with no shipping tracking or info never ordering from here again”

Helpful Report

Posted 4 years ago

Hi Michael, we appreciate your reaching out to us. I have contacted you via email so that I can provide specifics about your order. Please feel free to respond to my email with any further questions or concerns that you may have regarding your purchase!

Posted 4 years ago

“Hard to reorder this time..!! Space why am I not receiving any discounts for the quantities I am buying?”

Helpful Report

Posted 4 years ago

Thank you very much for reaching out to us, I would be more than happy to assist. I have reached out to you via email to investigate this situation further for you!

Posted 4 years ago

“Never ever received my order. This is BS! It went from city to city and back again. Then was returned to sender. No customer service number. I lost over 100 bucks, I will be disputing this with my bank!”

Helpful Report

Posted 4 years ago

Thank you very much for reaching out to us! Unfortunately, we do not run a phone support or advice line. We need to be able to log all issues via email so we can keep complete records of everything. We are very sorry for any inconvenience - this ties in with our compliance and insurance standards. That being said, it looks as though we had reached out to you via email a month ago; however, I have just followed up. If you could please respond to us via that medium we would be more than happy to assist with your order!

Posted 4 years ago

“Blaming PACT for product that stalls (in Louisville) for over 3 weeks and refusing to reship until after 30 days is unacceptable. Helpdesk (oxymoron) and Carrier still insist it is in transit. Very poor service. I want my product!”

Helpful Report

Posted 4 years ago

Thank you for reaching out to us! I have followed up via email to further assist in this situation. We can confirm that we are making active strides in improving our new carrier's shipping time and tracking software.

Posted 4 years ago

“I have contacted customer support twice with no answer. I placed my order on June 14th it was in my state on the 16th and now It is the 30th. It has been sitting in a warehouse somewhere in St. Paul. I think you guys need to use a different shipping company.”

Helpful Report

Posted 4 years ago

We appreciate your reaching out to us. It looks as though we have a current email thread with you; however, I have followed up on our conversation - if you could please check this at your earliest convenience, I would be happy to answer any inquiry you may have. In accordance with the PACT Act mandate, soon USPS will no longer be a shipping option, so we are using our current provider as a substitute. We appreciate your continued patience whilst we acclimate to these new regulations.

Posted 4 years ago

“I placed an order on June 12, 2021 and 17 days later, it still has not been delivered. I check the tracking daily and every day the delivery date gets pushed back an additional day. I live one state away from your company, but could have gotten my product faster ordering from another country! 17 days??? Really? I notice you billed my VISA without delay, but you can't get me my order? And your help desk is a joke!”

Helpful Report

Posted 4 years ago

We appreciate your reaching out. We can confirm that we are working adamantly with our shipping partner to rectify these delays as quickly as we can. I have reached out to you via email so that we can discuss the specifics regarding your purchase.

Posted 4 years ago

Electric Tobacconist USA is rated 4.8 based on 35,592 reviews