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: 4.84

4.8 Rating 35,079 Reviews

97 %

of reviewers recommend Electric Tobacconist USA

4.8

Based on 35,079 reviews


Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 94%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Under An Hour
Customer Service	4.7 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Easy

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 27th March 2021

Anonymous

Anonymous // 01/01/2019

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

“It takes WEEKS to get an order. I placed an order on Dec 22 and as of Jan 6, it still has not even shipped.”

Helpful Report

Posted 1 year ago

Hi, thank you for reaching out concerning your purchase. We would be more than happy to provide information regarding the whereabouts of your order. It looks as though your items have left the branch carrier and are currently being shipped to the final mile carrier for local delivery. You will be able to see this information on your tracking page. We currently estimate 10-16 business days for delivery. That being said, we have seen some instances where shipping will exceed this and do not guarantee delivery within our estimated timeframe. If it has been more than 40 days from when you placed this order and you have not yet received the package, we would be happy to reship or refund the order at that time. We understand that this wait period does feel rather long; however, we find that the strong majority of packages make it to their final destinations within this timeframe, so we do require this amount of time to deem packages eligible for replacement.

Posted 1 year ago

“On Nov 16th we placed an order, on Nov 17th it was shipped from your warehouse and we have not received it yet. We have since started buying vape oil locally so we don't have to wait for the delivery or 40 days to get a refund. We have been with your company since Finn sold and have only purchased from you. We will not order from your company again. Sorry that your delivery service has ruined a loyal customer.”

Helpful Report

Posted 1 year ago

Hi Terry, we are very sorry that your order did not reach you. Looking at the interaction that you have had with our team, you were refunded in full for this purchase as it was deemed lost. We apologize again for any inconvenience this situation has caused you. Please know that we are working adamantly with our carrier to ensure that situations such as these do not occur in the future.

Posted 1 year ago

“I ordered Dec 23rd . Almost 2 weeks and have heard nothing. Came even track my shipment no way to reach out to anyone”

Helpful Report

Posted 1 year ago

Hi, we are very sorry to hear that you are experiencing difficulties contacting our support team. You can accomplish this by either submitting a ticket on our website by using the HelpDesk, or by writing us an email at hello@electrictobacconist.com. Insofar as your purchase with us, it looks as though this has been received by the branch carrier and is currently en route to the final mile carrier for local delivery. We ask that you please continue to monitor your tracking information for the most recent updates. In the event that you have lost the link to access this information, I have gone ahead and created an email thread with this link. Please feel free to respond to that thread with any additional questions or concerns that may arise.

Posted 1 year ago

“I have been a loyal customer of the electronic tobacconist for over two years. I never had an issue till now. The last two orders I placed never arrived. The first order was placed and paid for on Nov 13th 2022. As of Jan 4th 2022, I still have not received delivery. I waited the required 30 days to submit a help ticket for a refund. The company responded back that they would check with the carrier as to the status of my delivery. I did get an email response saying they have proof of delivery from the carrier with a signature from Ds; and a photo of a signature that is not my signature. I responded back that I have no idea who Ds is; and the signature they refer to is not mine. I never received delivery nor did I sign for any delivery. They never responded back after that. Needless to say, I have not been refunded for this order. During this time, I placed another order which was a reorder of the first order. This order was placed and paid for on Nov 28th 2022. It is now Jan 4th 2023 and I have yet to receive delivery of this order as well. The tracking on this particular order was last updated on Dec 6th and hasn't been updated since. At this point I just want to get the products I paid my hard earned money for; or my money refunded to me. The total for both orders is $296.59. At this point, I'm not very hopeful of that. As far as I'm concerned, this is theft and incompetence by the company and the carrier.”

Helpful Report

Posted 1 year ago

Hi Timothy, thank you for reaching out. I can confirm that your purchase from November 13th has been refunded in full on the 28th of December since it was considered lost. Your purchase from November 28th: this package is in manifest status and has not made it to the final mile carrier yet; it is still located at the branch carrier's central distribution facility while being prepped for final mile delivery. We ask that you please allow more time for delivery and continue to check the tracking portal for movement. We will continue to monitor and keep you apprised of its status.

Posted 1 year ago

“I PLACED AN ORDER 11/16/22 with Blu order # US2254625UTU.I called them today and they said they couldn't help me and I had to contact electric tabacconist. Do not mix this up with my order I did place 12/21/22 with Electric Tobacconist. So I am trying to find out where my original BLU order is. And I do not see a phone number to call you. Please help me with this issue.”

Helpful Report

Posted 1 year ago

Hi Barbara, we see your concern and would be more than happy to provide clarity on this situation. Unfortunately, we are unable to reship/refund any orders originally placed through BLU; however, we do recommend reaching out to their customer service team. That being said, orders placed through us are automatically covered under the Shipping Guarantee - in the event that you do not receive your items purchased through us, we would be more than happy to offer a reshipment or refund. We do not currently have a phone number to contact us. You are more than welcome to reach out to our support team if you require assistance with your purchase with the Electric Tobacconist.

Posted 1 year ago

“I have two previous orders that are NOT being delivered and one currently in play. Used to be prompt but now customer service is horrible. I've reached out to them but still not receiving my orders.”

Helpful Report

Posted 1 year ago

Hi, thank you for reaching out to us and we are very sorry for the delays seen on your purchases. We see that you currently have a ticket submitted for your orders and we will use these to keep you up to date on the most recent happenings. We currently estimate 10-16 business days for delivery. That being said, we have seen some instances where shipping will exceed this and do not guarantee delivery within our estimated timeframe. If it has been more than 40 days from when you placed this order and you have not yet received the package, we would be happy to reship or refund the order at that time. We understand that this seems like a long time to wait, however it takes this long for us to ensure a package is indeed lost, or is being returned to us. Under the Shipping Guarantee, we do confirm that all of our customers will receive their purchases or will be refunded accordingly.

Posted 1 year ago

“My order came with one box missing of cartridges. Refund my money asap”

Helpful Report

Posted 1 year ago

Hi Heather, we are very sorry that your order arrived incomplete. Looking at the interaction you have had with our team, it seems as though this missing item has already been refunded. You should see these funds in your account currently. We apologize again for any inconvenience this situation has caused you. Please let our team know if you require any additional assistance with future inquiries!

Posted 1 year ago

“I placed 2 orders, Dec. 2nd and 3rd and as of today, I have not received either. The customer service can't help they say because you have to wait 40 days before you can request a refund if I still have not received the orders. I never got a tracking number and at this point I don't think I will. This was the first time I purchased from electric tobacconist and wished that I had not.”

Helpful Report

Posted 1 year ago

Hi, we apologize for the delays seen on your purchase and we will work to get these to you as quickly as possible. We have reached out to our carrier concerning the whereabouts of these orders and have started an email thread with you. Please feel free to reach out to us with any questions or concerns that may arise in the interim. -Britt, Customer Care

Posted 1 year ago

“Customer service is nonexistent. Shipping is a major problem, you would think that customer service would help the customer. I bought my vape product on the 11th of Dec. today is the 29th an still haven't heard anything.”

Helpful Report

Posted 1 year ago

Hi Pam, we are very sorry to hear that you are experiencing difficulties obtaining your purchase and we would be more than happy to assist in getting this rectified for you. From the interaction that you have had with our team, it does look as though both orders are actively en route to your location. Since our independent carriers don't have the same infrastructure as the Postal Service your package may take unusual routes as it is passed through a network of carriers rather than directly to a local distribution center. We have also seen slightly longer transit times as well as occasional delays in tracking updates. Please note, your tracking information will not provide consistent updates until it reaches the final mile carrier (for local delivery). This occasionally takes up to a week. We have reached out to them regarding the whereabouts of your purchase and will be in contact with you once we have received pertinent information. -Britt, Customer Care

Posted 1 year ago

“The helpdesk is totally useless. I can’t get any further than putting the order number in and that’s it and say that my order was not received but I can’t get anywhere after that. Nothing else happens and it’s been over 30 days since my order I hope your refund my money.”

Helpful Report

Posted 1 year ago

Hi Eileen, we are very sorry to hear that you are experiencing difficulties obtaining your purchase and accessing our HelpDesk. I've gone ahead and reached out to you via email to ensure that we are able to get this situation resolved for you as quickly as possible. Please feel free to follow up to that email with any additional questions or concerns that may arise. -Britt, Customer Care

Posted 1 year ago

“Never got what I ordered, wouldn't use again”

Helpful Report

Posted 1 year ago

Hi Dustin, thank you for reaching out to us. It does look as though your order has been returned to us due to an exceeded amount of delivery attempts. We have reached out to you via email to either reship or refund this purchase for you. -Britt, Customer Care

Posted 1 year ago

“I thought this was kind of funny that they wanted me to review my purchase when I never received it”

Helpful Report

Posted 1 year ago

Hi Susan, we are very sorry that your order did not reach you. Looking at the interaction that you have had with our team, we have already refunded you for this purchase as it did not arrive in a timely manner. We want to apologize again for any inconvenience this situation caused you. We can confirm that we are working adamantly with our carrier to rectify such delays as quickly as possible. -Britt, Customer Care

Posted 1 year ago

“The worst experience EVER!!! Waited over 45 days for the delivery to not show up then had to contact customer service for nearly two weeks to get a refund for my order. Used to be outstanding but now so awful I will NEVER place another order with them.”

Helpful Report

Posted 1 year ago

Hi Laura, we are sorry for the poor experience you have underwent with our shipping partner. We want to affirm that we are working with them to improve their service levels and increase their delivery efficacy. That being said, since your order is being brought to you using an independent shipper, these smaller private carriers do not have the same infrastructure that the major national carriers do. This sometimes leads to longer delivery times and less frequent updates to the tracking. We currently estimate 10-16 days for delivery. Though, we have seen some instances where shipping will exceed this and do not guarantee delivery within our estimated timeframe. If it has been more than 40 days from when you placed this order and you have not yet received the package, we would be happy to reship or refund the order at that time. We understand that this seems like a long time to wait, however it takes this long for us to ensure a package is indeed lost, or is being returned to us. -Britt, Customer Care

Posted 1 year ago

“Product is great; when I got it through Phix, it was with free shipping, auto refill and prompt delivery. Through Electric Tobacconist, shipping takes over 3 weeks and is not free unless you purchase a large quantity. If I could find another source for Phix pods, I would definitely not order through this company.”

Helpful Report

Posted 1 year ago

Hi, we are very happy to hear that you have received your purchase and we are very sorry for the extended period of time that it took to reach you. Since your order is being brought to you using an independent shipper because of the PACT Act, these smaller private carriers do not have the same infrastructure that the major national carriers do. This sometimes leads to longer delivery times and less frequent updates to the tracking. We currently estimate 10-16 days for delivery. That being said, we have seen some instances where shipping will exceed this and do not guarantee delivery within our estimated timeframe. However, we can confirm that we are working with our carrier to increase their communication and reduce delivery times. -Britt, Customer Care

Posted 1 year ago

“My Vuse Alto pods are defective & don't work. I spent tons of money. The site will not let me submit an inquiry or resolve this issue.”

Helpful Report

Posted 1 year ago

Hi, we appreciate your reaching out and we are very sorry to hear that you are experiencing difficulties with your purchase. Looking at your interaction with our team, it seems as though we are awaiting your answer regarding how many pods were not working properly. Once you respond to our email, we would be more than happy to assist in getting this concern resolved for you. -Britt, Customer Care

Posted 1 year ago

“ordered nov 21 and still no exact delivery date. i cant be guessing so im home to sign this is beyond ridicoulous if i were told when is a different story , i dont mind waiing just tell me the day to be home!”

Helpful Report

Posted 1 year ago

Hi, we apologize for the delays seen on your purchase. We have received your inquiry and have reached out to our carrier concerning the whereabouts of your purchase. We should have an answer for you within 48 hours and will update our email thread with this information. We appreciate your patience and please do let us know if we can answer any additional questions or concerns in the meantime - you can write to the thread open in your email at any point. -Britt, Customer Care

Posted 1 year ago

“One BAD Apple... I absolutely LOVED Electric Tobacconist, UNTIL my last experience. I've told all my family, friends & followers on each of my Social Media platforms, how GREAT the customer service was here. It's what actually has had me purchasing from them, instead of me supporting a local shop, with approx. $1 difference, on average (in favor of E.T.). Well, one bad Apple can spoil the whole bunch, however this review is solely based on this latest experience and is NOT a reflection of ANY past employee or customer service! So, I had previously opened a ticket about a faulty product. The person who handled that said, please try these things (I had already done most of them, but did revisit and do suggestions) and whatever persists, we will proceed with those. Previously, I'd just been asked what troubleshooting I tried (must of sufficed, as we proceeded) versus now being given a list and told to come back (didn't ask what I had tried). Although different than past approaches, I certainly wasn't dismissed or disrespected and didn't feel this was an unreasonable request, at all. More often than not, customer service is about how you treat a customer and not the details. She was SO nice, which made me extra agreeable. Then we have the opposite of all that...Louis. Super unreasonable, not hearing me out, clearly doesn't seem to care (ironic, since he's on the Customer CARE Team) and when we hit this wall in our communication, so early on, I requested to talk to a supervisor. He had responded to EVERY email sent with a question, eager to inform/reiterate me that E.T. will NOT take my items back, due to the 30 day return policy (reason, including faulty, had no bearing on leeway- according to him). This product has a reputation of failing, so I've had to do this a couple times and not once did anyone say a thing about the return policy applying to faulty items! I typically buy several, at a time, so how could I possibly know by using/charging each of so many batteries for short time and repeating it, in a random short time period (faulty is faulty!)? If at any time, one of the previous VERY helpful employees had said, well I will go ahead and do it this time, but in the future our 30 return policy does apply. NEVER a mention/question about this before. I TRIED to tell Louis about these experiences and his response was... just because we've done things one way in the past, doesn't mean I have to do it the same now...(paraphrased). Okay, so you pride yourself on inconsistent enforcement of policies and being as unhelpful to the customer, as possible? If I recall, what another employee said, the manufacturer reimburses them for them reimbursing me, because of being faulty. Louis acted like it was coming out of his personal paycheck and he seemed determined to make sure I wasn't going to get even a penny back, since I'd missed the return date. What I find the most egregious about all this is that, I was actually already proceeding with the return per previous direction from the employee handling my original ticket aandvyes and here is what to check to maybe narrow down how many if we could narrow down, the number of batteries I was returning. So, he actually under-minded a fellow employees decision, that hurt/not helped a customer...really? (that's what I wanted to discuss with a supervisor)! Lastly, just to clarify, I never request cash reimbursement (including this time) and ONLY wanted the faulty batteries replaced. So, I think I'm being reasonable and not demanding, in any way. It was clear the times, I spoke to Louis, that customer satisfaction was NOT a goal or even on the radar. It wasn't like, how can we make this work (like EVERY other interaction with employees has been), but instead, this approach was more like I'm going to create as many barriers, as possible, and I'm NOT helping you. You can feel the overall culture of a business you deal with (you know the vibe). Louis feels like a rotten sour Apple in a basket of freshly picked sweet Apples. LOL Employees like that, can infect the "good apples". As I write this, my request to speak to a supervisor is being ignored...not the respect, I've come to know E.T. to deliver and unfortunately, not something I'm willing to put up with for future orders (when he's gone, I'll be back though)! Now Travis- isn't allowed to leave, though...like, EVER! LOL Now he is the other end of the spectrum and has ALWAYS been AMAZING! He didn't always give me the answer I was hoping for, yet it's all in the delivery. He respectfully explains things and fully listens to customers. It could serve Louis well to take a page (or 2) out of Travis's "book". Thank you.”

Helpful Report

Posted 1 year ago

“I have not received my order or a tracking number and it’s been 2 weeks. I attempted to submitted an inquiry but there is no submit button on the inquiry page…. I can’t find a contact phone number.”

Helpful Report

Posted 1 year ago

Hi Sonya, thank you for reaching out to our help team. We responded to your email thread with your tracking information within 24 hours of receiving your inquiry. We ask that you please check your spam folder as it is possible that our response got caught in this filter. If you have any additional questions or concerns regarding your purchase, please do not hesitate to follow up on the thread as we would be more than happy to assist however we can. -Britt, Customer Care

Posted 1 year ago

“I order 11 bottles and never got a tracking number and it’s now been a week and now I have to call the bank to cancel…no contact info emailed them and still nothing..definitely will never order from this company”

Helpful Report

Posted 1 year ago

Hi, we are very sorry that you have yet to receive your purchase and we appreciate your continued patience in this situation. It looks as though you wrote into our helpdesk and within an hour of receiving your inquiry, your tracking link was provided by our team. We ask that you please check your spam folder as it is possible that this email was filtered into this location. If you have yet to receive your purchase, or have any questions or concerns about its contents, please do not hesitate to reach out to us via email or by using our helpdesk. -Britt, Customer Care

Posted 1 year ago

“Place my order on October 31st it is November 18th still have not received it the last tracking thing I looked at today said it was at its final shipping destination November the 7th you all are in lavergne Tennessee I am in Knoxville Tennessee I could have drove there and got it overnight this is ridiculous”

Helpful Report

Posted 1 year ago

Hi Constance, we appreciate your reaching out and we would be more than happy to provide feedback in this situation. We are located in Boulder, Colorado - all of our packages originate from this location and are shipped via local channels from the shipper's central distribution center (Missouri). It looks as though your purchase is actively en route to your location. Since your order is being brought to you using an independent shipper, these smaller private carriers do not have the same infrastructure that the major national carriers do. This sometimes leads to longer delivery times and less frequent updates to the tracking. We very much value your shopping with us. Please always feel free to reach out to our team with any additional questions or concerns that may arise whilst you await your purchase.

Posted 1 year ago

Electric Tobacconist USA is rated 4.8 based on 35,079 reviews