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 35,593 Reviews

96 %

of reviewers recommend Electric Tobacconist USA

4.8

Based on 35,593 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

“Never even recieved one of the products I ordered and the rest are garbage”

Helpful Report

Posted 5 years ago

Hi Michelle, We are very sorry to hear one of the products you ordered was missing from your package. We have reached out to your email address. We look forward to hearing back from you so we can solve this issue immediately. Best regards, Customer Care Electric Tobacconist

Posted 5 years ago

“I was placing an order for over $250. Attempting to upload ID for age verification (for the 3rd time), was denied due to "over the 10MB" file size. The file size I was uploading was 1,063 KB, still no go... I uploaded a zip file @ 917 KB, still no go. Called the Help Phone 855-509-5885 two times. The first time Mark responded with "there is nothing we can do". I asked for a manager and he put me on hold for over 5 minutes and I had to call back. 2nd call Ashley picked up said I needed to upload a selfie, (I don't have a cell phone) to upload a picture. My DL has my picture on it, however it was not acceptable. The extremely unprofessional background noise and the lack of help I required...I asked for a manager/supervisor, put on hold, then told on will be on the manager, Samantha, call list today. Reading other reviews about the great delivery, price, etc on Electric Tobacco services, I am taken back by the initial set up.”

Helpful Report

Posted 5 years ago

Hi, We are very sorry to hear you encountered some issues during the age verification process. We have reached out to you privately in hopes to rectify this issue for you. Best regards, Jeff Customer Care

Posted 5 years ago

“Never recieved my package even thought it said delivered. Also was asked to send a picture of me holding my driver's license and the same for my husband. When I refused I was banned from purchasing again and no refund or anything despite getting an email stating they will reach out to me all I ever heard was from a no reply email address. I do not recommend this site at all. I would like someone to get ahold of me either via phone or email from an email that I can reply to. Send me back my money or send my package if not I'm talking to my back about it.”

Helpful Report

Posted 5 years ago

Hi Joleen, We are very sorry to hear about the issue you experienced with the delivery of your package. We have reached out to your email with information regarding your replacement package that is being shipped out this afternoon. We hope this helps and please always feel free to reach out to us with any additional questions or issues you may have. Best regards, Jeff Electric Tobacconist

Posted 5 years ago

“Never got my order. The only thing I recieved was a email stated it was delivered. After that I sent 3 more emails back to the company to tell them I didn't receive order. To this day still no order”

Helpful Report

Posted 5 years ago

Hi Chris, We will reach back out to you immediately. Our records state we offered to re-ship this to you but did not receive a response. We'll get you taken care of, no problem!

Posted 5 years ago

“Buyer beware this company is a fraud. They will take your payments right away only to decline your order after confirmation and the funds being withdrawn from your account. I have made multiple attempts to order because of my order being declined. The emails I received stated for me to repurchase my order once I checked my billing address which I did but the email never stated my payment was already processed. This company failed to mention each failed attempt withdraws money from my account. After countless emails which got me nowhere. I asked several times for them to reach out to me via phone call and of course they did not agree to that. Obviously only a fraudulent company would not agree to call they don’t even have a phone number. I have been a loyal customer for over 6 months and never had any problems until 3 weeks ago. They have no customer service skills and don’t care about there business. And it won’t let you rate there customer service once you start out with a bad review.”

Helpful Report

Posted 5 years ago

Hi Sam, 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. All products sold on our website are 100% genuine, we only purchase from the manufacturer or licensed distributors. The Electric Tobacconist® is a e-cigarette and e-liquid retailer with offices in by the United States and the United Kingdom. I will be reaching out to you today myself to address the issue with your account and I sincerely apologize for any inconvenience. -Director of Customer Care

Posted 5 years ago

“Awesome service. Shipped out same day and arrived cross-country at my house in 3 days. And the shipping was free. :D UPDATE: Changed 5-star review to a 1-star because during my second order my card was declined because I accidentally put my old address. That would be fine, it's my fault after all, except it's not because they take the money from your account anyway and you have to wait days before its returned to your account. Get a better credit card processing system, completely unacceptable in 2019.”

Helpful Report

Posted 5 years ago

Hi David, We appreciate your feedback. When a transaction is initiated, unfortunately it is then in the bank's hands. I currently don't see any tickets with our Help Desk for your account but if you'd like to reach out we will be happy to further discuss this issue! https://help.electrictobacconist.com/support/home

Posted 5 years ago

“Received damaged product they sent wrong replacement and now have refused to refund me or make this right!! Don’t waste your money no customer care!!”

Helpful Report

Posted 5 years ago

Hi Matthew, We provided you with a full refund on your product as requested and immediately. Thanks and have a great weekend!

Posted 5 years ago

“Love the company, love the price's, easy website, great customer service. Need I say more ?”

Helpful Report

Posted 5 years ago

“Website is easy to use and I have not had any issues with my products arriving on time. All of my orders have came in perfect order. Will highly recommend this company.”

Helpful Report

Posted 5 years ago

“Never even recieved my product said it got “Forwarded to a different address””

Helpful Report

Posted 5 years ago

Hello, I am so sorry to hear you did not receive your package! I have researched this order and confirmed we had all of the correct information needed from you. I will reach out to you privately today in order to rectify this issue. -Director of Customer Care

Posted 5 years ago

“I ordered glass bottle naked100 and Space jam E juice so I can add nicotine and they sent me plastic bottles and it’s been over two weeks and they have completely disregarded my complaint and totally ignored me.”

Helpful Report

Posted 6 years ago

Hi James, We sincerely apologize for any mis-communication. We have reached out to you directly in order to rectify the situation immediately. -Electric Tobacconist Customer Care Team

Posted 6 years ago

“No customer service.”

Helpful Report

Posted 6 years ago

Hi, You can reach out to our customer service team at the following link: www.electrictobacconist.com/help. We have team members in the office seven days a week and reply to all emails the same day, usually within 4 hours. We hope this information helps. Best regards, Jeff Customer Care Electric Tobacconist

Posted 6 years ago

“I was so excited to get this but tjan It stopped working with in 2 weeks i have tried everything to try n get it working n no luck. I was stupod for not keeping receipt n am now stuck with a broken product.”

Helpful Report

Posted 6 years ago

Hi Pamela, I'm so sorry you had a negative experience with this product. I will reach out to you privately today in order to see how we can rectify this issue and get you excited about the product again! -Director of Client Experience

Posted 6 years ago

“I contacted the company twice for help finding some products and this request for a company review is the first I've heard from them.”

Helpful Report

Posted 6 years ago

We apologize for any mis-communication! We have reached out to you in order to assist you with whatever you need.

Posted 6 years ago

“Horrible customer service. I emailed them about a Juul device that has stopped charging and wanted information on how to get it warrantied. They emailed back a day later asking some question and troubleshooting suggestions. I emailed them back immediately and answered all the questions. Then nothing! I haven't heard anything back for over 2 weeks despite several emails. Be warned they may have good prices, but if you need help beyond that good f****** luck!!!!!!”

Helpful Report

Posted 6 years ago

We apologize for any inconvenience or mis-communication as we take pride in our excellent customer service. I was able to locate your case and it seems we did not receive your 2nd reply. I will personally reach out immediately in order to find a resolution to your issue with your JUUL device. -Director of Customer Experience

Posted 6 years ago

“Well, they use an automated system to reply to your initial query, their answer, which is so far off the topic, that you will think that they never read it. So you then have to ask them to reread your question, and then finally a human type being from this planet does read and reply to your question correctly...if you are lucky, or they will accuse you of something that you never wrote in your initial question. They twist your words around to avoid your issue so well, they must all go to screw around with the customer school and take brush-up courses. If you don't believe me, I will gladly send you all the emails I sent to them about one issue, and you will see what I mean. I was trying to go to a manufacturer's site to key in the product Serial number to record my purchase, for the warranty.. Well, the 1st response I got back from them is that all their products are 100% from the manufacturer. They were implying that I stated something about they are using 3rd party products, or outdated, or illegal products. All I was asking them was how do I key in the serial number, since all the things I tried failed, and the problem may have been either an alpha 'O' or a Zero, but they both typed looked the same. So my 1st response back from the great Customer service 'boys' (I said boys, since educated and intelligent grown people, would never have answered my question like they never even read it. If you have a possibly defective product, they get back to you in the 3rd-degree mode like you 'Murdered' the battery...a battery that will not hold a charge, or does not charge at all, and they ask you all the things you checked and did, even though I clearly checked everything they had asked me to check in my 1st email. They may file you great shipping, fast shipping, but I think that real humans work in the shipping department. Also, they give you free shipping IF you spend 20 bucks or more...I have found at least 4 other online Vape stores that carry the identical items they do, but their shipping is free, even if you spend one cent on a product. I swear on a stack of bibles that all I have typed here is true, and may lightning strike me ASAP if I did not. I bet they delete this review of their company since they do not have a phone number...who one the internet do you know and purchase items from that does not have a customer service phone number which any customer can call for any reason. I was told that they do not need a phone number since they are fully compliant with all local and d state laws which state that they do not require a phone number. Fine, but that is rotten customer service since their 1contact email return reply is of the topic you sent in your initial issue.”

Helpful Report

Posted 6 years ago

Hi Stanley, We truly appreciate your feedback. I am very sorry to hear you feel you had a negative experience with our Customer Experience team. I can assure you they are passionate about both our customers and our product and aim to give you the best information possible. I will be reaching out to you today in order to come up with a quick fix for the issue you are having with your serial number. I'm sure we can find a good solution for you! -Director of Client Experience

Posted 6 years ago

“The selection of liquid , and electronic devices. The explanation on the products were very helpful. I got my order in 2 days. I couldn’t believe it. I am a customer forever. Thank you for your service!!!!”

Helpful Report

Posted 6 years ago

Thanks Carol! We're so glad you'll be a customer forever and LOVE to receive reviews like this!

Posted 6 years ago

“Worst vape site I have ever used no question! Terrible customer service! I get better customer service at McDonald’s. I will never spend another dollar on this site. They have cancelled my order too many times to count for no reason and I don’t even get my money back for a week. Terrible! Would give 0 stars if I could. Straight trash!”

Helpful Report

Posted 6 years ago

Hi, We are very sorry for the experience you had while shopping with us. Unfortunately, we cannot accept orders in very large quantities as we ship directly to the end-user only. We have sent you an email containing more information about the cancelation of your order. We apologize for any inconvenience. If you have any more questions please feel free to reply to our email and we will assist you as soon as possible. Best regards, Jeff Customer Care Electric Tobacconist

Posted 6 years ago

“I was using Electric Tobacconist for some time, with no problem. In fact, their service was excellent. The last order I received from them was placed on July 3. Last week, I attempted to order some Pods and was told that, as of July 1, Maine had banned online sales of Nicotine E-Vapes as of July 1 and hence, ET couldn't ship. The thing is that I use Cue ZERO nicotine pods and that's what I've always ordered from them. I used to smoke, years ago, and my habit is not nicotine. Rather. it's the hand to mouth action-i.e. getting a little 'comfort' from the little draw taken from the device. This, oddly, helps to keep depression at bay. Also, oddly, I just today received a box of Cue pods from another company. I was told that the company had 'explained' that these pods have NO nicotine. So, what's up with Electric Tobacconist on this specific issue?”

Helpful Report

Posted 6 years ago

Hi Jessica, In accordance with state laws and regulations, the Electric Tobacconist and other online retailers are unable to ship vaping products to consumers in Maine, as they are tobacco related products. Kind regards, The Electric Tobacconist Customer Care Team

Posted 6 years ago

“ordered on Sunday still not shipped on following Tuesday . I live on the east coast there in Colorado at least 3 days to get NH . The way there custom service works I would not have gotten order until a week later to save $10.00 it is not worth the wait . I'LL buy locally . if you live next door to them don't bother”

Helpful Report

Posted 6 years ago

Hi Joe, We are very sorry to hear you did not receive your tracking link and will help you get this rectified immediately. I can confirm your order did depart our warehouse on Monday and I have sent you a separate email containing your tracking information. We hope this helps and apologize for the inconvenience. Best regards, Jeff Customer Care Electric Tobacconist

Posted 6 years ago

Electric Tobacconist USA is rated 4.8 based on 35,593 reviews