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 35,562 Reviews

96 %

of reviewers recommend Electric Tobacconist USA

4.8

Based on 35,562 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, Live Chat, Telephone
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 3 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Product was fine but shipping was a little slow. Also, Electronic Tobacconist requires a signature upon delivery while most other companies do not.”

Helpful Report

Posted 2 years ago

Hi Lawrence, we are very happy to hear that you have successfully received your purchase. We do require signatures upon delivery for all of the packages shipped through our company in accordance with the PACT Act legislation. While our shipping speeds are a bit slow, we can confirm that we are in compliance with federal and state shipment regulations. Thank you very much for shopping with us and please always feel free to let us know if you have any additional questions or concerns. -Britt, Customer Care

Posted 2 years ago

“I enjoy the NJoy products very much but unfortunately, Electric Tobacconist can't ship to my house. For over 6 months I must have my shipments sent to my sister's house who lives 8 miles away. They can deliver to her address but not my address and we live in the exact same city!!! Does not make sense. Don't understand why they can't come up with a solution to fix this. I hate bothering her that she MUST be home to accept my deliveries.”

Helpful Report

Posted 2 years ago

Hi Shari, unfortunately, we are unable to dictate the regions that our final mile carriers can access. Since we are using an independent courier in compliance with the PACT Act legislation, they do not have the bandwidth to access all areas of the United States. While they are working to expand their coverage, it may take a bit more time for them to find the manpower to do so. We appreciate your continued patience as we work towards finding shipment opportunities for all of our valued customers in unrestricted states. -Britt, Customer Care

Posted 2 years ago

“I have the same exact problem as Ron B and I ordered on 11/4 the carrier comes when they want which is always when I'm at work but I'm I'm off they never come.”

Helpful Report

Posted 2 years ago

Hi Gary, we are very sorry that you were experiencing difficulties obtaining your package and we will work to ensure that this does not occur in the future. Looking at your tracking information, it's noted that this order was marked as delivered on Monday. If you have yet to receive your items, please reach out to our HelpDesk so that we are able to work with our carrier to get your package to you as quickly as possible. -Britt, Customer Care

Posted 2 years ago

“ET seems to work fairly well, the Standard Regional Carrier delivers when they feel like it. Ordered on 11/12, it is 12/1, still nothing.”

Helpful Report

Posted 2 years ago

Hi Ron, we are very sorry to hear that you have not received your purchase. I have reached out to our carrier concerning the whereabouts of your purchase and have followed up with you via email so that we can continue this conversation. Please feel free to ask me any questions or concerns that may arise during this process using the thread so that I am best able to assist. -Britt, Customer Care

Posted 2 years ago

“Once you place an order online; the delivery time to receive your product is too long and not acceptable, since I placed several orders with you and it takes 3+ weeks to receive the product; this area of your business needs to be improved.”

Helpful Report

Posted 2 years ago

Hi Dennis, we appreciate your feedback in this situation and are grateful for your business. We can confirm that we are meeting regularly with our shipping partners to improve their level of service as well as the time in transit for packages. Our team is always ready to help wherever they can and we do guarantee that you will either receive your products or will be refunded accordingly. Thank you for shopping with us as well as for your patience as we work with our partner to augment their quality of service. -Britt, Customer Care

Posted 2 years ago

“Products are good. Very unhappy that since I live in California I'm charged $30-40 extra on top of regular taxes! The time frame it takes to receive my vape pods is a bit ridiculous around 2 wks. We live in an instant world, nothing should take 2 wks to receive. Besides all that everything else is good. As long as you don't live in CA 😉”

Helpful Report

Posted 2 years ago

Hi MCG, we appreciate your kind words! And we would be more than happy to give some more details regarding why these California taxes are charged: California requires two excise taxes on e-liquids and tobacco-free nicotine products; 61.74% of the wholesale price, and 12.5% of the retail price (CECET). Nicotine-free liquids are excluded from this tax. To learn more, please visit the California Department of Tax and Fee Administration's website at the following links: https://www.cdtfa.ca.gov/taxes-and-fees/electronic-cigarette-excise-tax.htm https://www.cdtfa.ca.gov/taxes-and-fees/tax-rates-stfd.htm Thank you for choosing the Electric Tobacconist. We pride ourselves on complete compliance and adherence to all federal and state regulations. -Britt, Customer Care

Posted 2 years ago

“Very slow to process an order ever before the shipping process begins.”

Helpful Report

Posted 2 years ago

Hi Michael, thank you very much for your feedback in this situation. We would be very interested to understand what you reference so that our technical team can make the necessary improvements. We have reached out to you via email to start this conversation. -Britt, Customer Care

Posted 2 years ago

“The pods are always good, wish they still had hard strawberry. The shipping is terrible. two weeks or more, no tracking.”

Helpful Report

Posted 2 years ago

Hi Mark, we are very happy to hear that you are satisfied with your purchase. Unfortunately, we cannot sell any flavored pods on our website as they have been nationally banned. Since we have to use independent carriers due to the PACT Act, you'll find that they don't have the same infrastructure as the Postal Service. As such, 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. We are working with their technical support team to rectify these concerns as quickly as possible. Please always feel free to let us know if you have any additional questions or concerns by reaching out to our HelpDesk linked on the website. -Britt, Customer Care

Posted 2 years ago

“EASY TO ORDER. HAS PRODUCT IN STOCK AND ORDER LEAVES WAREHOUSE VERY QUICKLY; HOWEVER, THE SHIPPING AND RECEIPT OF ORDER TAKES A VERY LONG TIME.”

Helpful Report

Posted 2 years ago

Hi, thank you very much for your feedback in this situation. As you know, the PACT Act, along with similar internal policy by big carriers, has forced us to partner with independent companies that make compliant deliveries. They do not have the same bandwidth capabilities or resources to get a package to you as quickly as you would have experienced previously. We appreciate your continued patience as the new age of shipping vape products takes form after the PACT Act's changes. -Britt, Customer Care

Posted 2 years ago

“Great products and pricing, just takes to long for delivery, never have I ordered something and it took almost 2 weeks.”

Helpful Report

Posted 2 years ago

Hi Lynda, thanks for taking the time to provide your feedback on this review; we would be more than happy to provide some clarity in this situation. 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. That being said, we have seen some instances where shipping will exceed this and do not guarantee delivery within our estimated timeframe. We are working with them to improve communication and notify you of delivery time windows, and we will keep all of our customers updated as we make progress. Thank you very much for shopping with us and please do not hesitate to reach out to our team with any inquiries that may arise. -Britt, Customer Care

Posted 2 years ago

“I got my order but I did NOT get my Phix batteries. It was buy 3 packs of pods and get abattary free. I bought 6 packages and ordered 1 battery which I didn’t get”

Helpful Report

Posted 3 years ago

Looking at your order with us, I do see the 6 packs of PHIX pods; however, in order to redeem this promotion, the battery color of your choice must be added to your cart prior to checkout. Since this was not completed, the promotion was not applied. I have reached out to you via email to rectify this as quickly as possible.

Posted 3 years ago

“I am very disappointed that it looks like you are no longer you are going to be caring fin cartimizers. I sure hope you change your mind. The new batteries are not good.”

Helpful Report

Posted 3 years ago

Unfortunately, as FIN has discontinued its products, we will no longer be stocking its lines. I apologize for the inconvenience this situation causes you. We do have compatible alternatives and are always happy to help find other brands that you might enjoy! Please feel free to reach out to our HelpDesk with any questions.

Posted 3 years ago

“Service is good, with prompt shipping”

Helpful Report

Posted 3 years ago

We appreciate your feedback in this situation! As we continue to acclimate to the PACT Act legislation, along with our new carriers, we foresee an ever-increasing improvement in the quality of our shipping service. Please always feel free to contact us with any questions or concerns that may arise regarding future purchases using our HelpDesk!

Posted 3 years ago

“My last order was not good. I was surprised after being happy with them until that point.”

Helpful Report

Posted 3 years ago

Hi Judith, I am very sorry to hear that your last order was not to your expectations! I have reached out to you via email to rectify this as quickly as possible. For future difficulties, we always recommend reaching out to our HelpDesk for the fastest service!

Posted 3 years ago

“I am not happy that right after I receive an order I have to place another order because delivery time is outrageously long.”

Helpful Report

Posted 3 years ago

“It takes much too long to receive orders. You’d think this could be figured out. Disappointing!”

Helpful Report

Posted 3 years ago

I am very sorry for the less than satisfactory experience that you have underwent with our carrier. Looking at your most recent purchase with us, it states to have been delivered last month. I have followed up with you via email to ensure that all went well with the contents of your parcel. We can confirm that we are not only working with our current providers to augment their delivery capabilities, but also onboarding compliant alternatives when possible. As such, we do not foresee these delays being present in the near future. We appreciate your continued patience in this situation; please let us know if we can answer any questions or concerns by reaching out to our HelpDesk!

Posted 3 years ago

“I enjoy your product, but your delivery provider that you use is the absolute worst. Long time customers, such as myself, that place regular orders under the same name and address should not be required to be present to sign each and every time if you continue to use the same delivery service. It took over a month to receive my last order and I had to miss work twice to stand by for a delivery that never arrived when it said it would.”

Helpful Report

Posted 3 years ago

Hi Robert, As a result of the PACT Act legislation, all orders require a signature upon delivery. Unfortunately, this is not something that can be waived or preauthorized. We do apologize for the inconvenience this causes. As a suggestion, it may be helpful to change your shipping address to your work address so that you can be present to sign for the package. Please be advised that the shipping company we have partnered with is currently experiencing some delays as a result of increased shipping volumes caused by bans implemented by all major shipping companies. As they have a different infrastructure than other companies like UPS and FedEx, they will have longer transit times than what you are used to as well as occasional delays to the tracking information. We can assure you that we are constantly working to rectify these concerns and get back to the shipping standards our customers have seen from us in the past.

Posted 3 years ago

“My problem is that it took a month to receive my order. I have ordered from other vendors and received my order within three days. A month just way too long to wait for my order, very disappointed that I had to wait so long.”

Helpful Report

Posted 3 years ago

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. As such, we are now reliant on two private carriers that make compliant deliveries. The only provider available in your region at this time is X Delivery. We ask that you please check out our Shipping FAQ page for more information: https://www.electrictobacconist.com/shipping-tracking-i287 Since X Delivery doesn'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. We are working with their technical support team to rectify these concerns as quickly as possible. We are working with them to improve communication and notify you of delivery time windows, and we will keep you updated as we make progress.

Posted 3 years ago

“I'm enjoying this product and would have given it 5 stars, except one of the pods arrived leaking fluid, and I had to throw it out fr fear it might explode or something. The service is great and Electric Tobacconist has always been expedient. What I like most is that I'm not able to purchase these flavored products in my area.”

Helpful Report

Posted 3 years ago

Hi Gayle, thank you very much for your feedback in this situation and for your kind words! It looks as though we reshipped one of your devices since it did arrive leaking. We hope that this one was okay! I've gone ahead and followed up on this situation with you, just to be sure. We appreciate your shopping with us and please do keep us in mind for your future vaping needs!

Posted 3 years ago

“I ordered 38 days ago and still haven't received it. I have understand there are new regulations but there's no point in ordering anymore.”

Helpful Report

Posted 3 years ago

Hi Josh, I am very sorry to hear of this troubling experience that you have underwent with our carrier and I would be more than happy to help get this resolved for you as quickly as possible. It looks as though we offered to reship or refund your purchase on the 9th of this month, as it was deemed lost in transit by our policy. I have gone ahead and sent a follow up email so that we are able to get your products to you, or refund the purchase depending on your preference. The Electric Tobacconist commits to either receipt of your purchase or a refund accordingly. Please know that we are working adamantly with our providers to rectify these delays and foresee augmentation in the near future.

Posted 3 years ago

Electric Tobacconist USA is rated 4.8 based on 35,562 reviews