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 35,686 Reviews

96 %

of reviewers recommend Electric Tobacconist USA

4.8

Based on 35,686 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“This is the second order I've placed with the company. No complaints with the first order. I see Mt Baker Extreme Ice Vape juice is being discontinued. Can you recommend the next best thing?”

Helpful Report

Posted 3 years ago

“I ordered my product $300 + on Dec 10, the date for delivery keeps getting punched back - I’ve emailed the company twice and have still not received an email on an update - this is ridiculous - where is my order??????”

Helpful Report

Posted 4 years ago

Hello, I am very sorry that you are currently facing difficulties with your purchase and I would be more than happy to assist immediately. I cannot find a log of any ticket inquiries under the email that you have used to submit this review; however, I think I have found another email used to communicate with us. I will be following up with you on both to ensure that I am able to reach you. Please know that we are not seeing delays on all purchases and the ones that are experiencing a lull are being logged and looked into. We commit to all of our customers complete transparency and that you will either receive your products or will be refunded. You can read more about questions similar in nature at the link here: https://www.electrictobacconist.com/shipping-tracking-i287 I look forward to our future communication regarding your purchase. Please feel free to ask me any questions that come up using this medium as well.

Posted 4 years ago

“I ordered over $200 worth of product on Nov. 16th, it is now Dec. 20 and still no delivery. Every day the tracking is pushed back. I tried to submit a ticket many times and got nowhere. I suspect the function has been turned off on the website. Then I emailed about the order and asked for a refund 5 days ago, but no response. This is the second time I have left a bad review about this order. I have tried to be understanding about shipping difficulties, but I am out of patience. I want my money back immediately!!”

Helpful Report

Posted 4 years ago

Hi Zona, looking at your account with us, I cannot seem to find a submission from you in our database; however, I have reached out to you via email to follow up on this situation. We would be more than happy to reship or refund your purchase at this time. We guarantee that our customers will either receive their orders or be compensated accordingly. In accordance with the PACT Act legislation put in place mid-October, we are no longer able to use the Postal Service. Additionally, UPS, FedEx, DHL, and all other major shipping companies have enacted similar policies internally. We are currently working with independent couriers to make compliant deliveries: we understand that there has been an occasional delay; though we can assure you that this will not be our new norm going forward. We are actively looking to augment our service and foresee this situation improving in the near future.

Posted 4 years ago

“I am very unhappy with the poor tracking and terrible level of communication. I order some coils on Dec 6th, today is Dec 20th and I still have not received my order, nor is there anyway to track the package. I have to sign for the package so need to know when it will arrive to make sure I'm available. When I contacted the help desk I was sent a standard email that shed no light on the situation and basically said be patient, seriously!!!!”

Helpful Report

Posted 4 years ago

I appreciate your continued patience in this scenario and I am very sorry that your order has not arrived in a timely fashion. I can confirm that we are working on not only improving the service level of our current partners, but are looking to expand our service range with reputable sources as much as possible. I have reached out to you via email to follow up on this situation - please feel free to ask me any questions that may arise in this medium at your leisure.

Posted 4 years ago

“Not sure why this website would get anything less than a five star. They always have the product that I'm looking for and they're not sending me bogus products. I purchased in the past on some sites that send me counterfeit juices and they are terrible”

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Posted 4 years ago

“never got”

Helpful Report

Posted 4 years ago

Looking at your purchase history with us, it seems as though our team offered to reship this purchase to you as you had not received it. Once you responded, we reshipped this immediately to your location. We want to extend our apologies for the situation that befell your purchase and we can assure you that we are doing everything in our power to resolve these circumstances as quickly as possible. We greatly appreciate the patience that you have given us throughout the difficulties that we have experienced from losing USPS as a provider.

Posted 4 years ago

“Have had great success ordering, price as well as delivery.”

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Posted 4 years ago

“Love the products , web site slow Except checkout”

Helpful Report

Posted 4 years ago

Hi, I appreciate your bringing this to our attention. Our team asserts that the best operating browser for our website is Chrome; however, there should not be any major discrepancies in how the website performs on other platforms. In the event that you are experiencing delays, we suggest clearing your cache and cookies in order to receive the most optimal service. If you continue to see any malfunctions on our website, we implore you to reach out to us so that we are able to resolve this as quickly as possible to get you back to ordering the products that you love.

Posted 4 years ago

“I've ordered yesterday and I've just had my order thru the post! Great service, highly reccomend”

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Posted 4 years ago

“Shipping with this new delivery company has been a nightmare. Order is delayed, delayed and delayed extra days. After reading previous reviews, really do not expect my order to ever get to New Jersey. It would have been helpful to let your patrons know this in advance. Thankfully, if not received in a month, ET will provide a full refund. Perhaps I will dispute my Visa bill. Great service if you live in Colorado, but fear for those of us living on the east coast, not so much!”

Helpful Report

Posted 4 years ago

Hi Gina, I appreciate your patience and knowledge in this situation as we work to overcome difficulties presented by losing USPS along with all major shipping companies as providers. We do commit to providing refunds to customers whose packages do not arrive and can confirm that we are making gallant strides in expanding our service range and reliability. I have reached out to you via email so that we can discuss the whereabouts of your order. We can also facilitate a conversation wherein I am able to answer any questions that you may have with the knowledge that I know - I will then be able to reach out to our carrier concerning anything that I am not familiar with regarding the intricacies of your purchase.

Posted 4 years ago

“All went well, until I came to the checkout. There was a $9.99 shipping charge which I didn't expect, given that my order qualified for free shipping. No matter what I tried, it stayed right there and I was so frustrated that I just went ahead and paid it. ☹☹☹ Please make these "options" somewhat more understandable and easier to remove. When it stated "free shipping" I thought I would have got free shipping. That was the price of one more vape pen hat I could have bought.☹😥”

Helpful Report

Posted 4 years ago

I am very sorry for the confusion caused by this situation and I am here to provide clarification that will help for your next purchase with us, as well as for anyone that might be feeling unclear in this area. If you refer to our shipping page (https://www.electrictobacconist.com/shipping-information-i167) you will see that we have two rows that cover our shipping price brackets. There is X Delivery/SRC V1 as well as SRC V2. If your area code falls into the "Standard Regional Carrier V2" category, these packages are no longer able to receive free shipping. The reasoning behind this is that our new shipping partners follow a very limited routing structure for their parcels. Your residency is outside of their regular operational vicinity which then requires more manpower to get the package to you. In this fashion, they have increased their rates for these select areas until they are able to adapt to the new bandwidth that has been introduced to their system. While we do not currently have a timeframe for this change, we can confirm that we are working adamantly with them to improve their range and delivery times. To be of as much assistance prior to placing orders, we implore any customer that might be concerned as to which category they fall into to contact us at their leisure. We can look into your specific zip code and inform you of which price range you fall into. If you have any other questions regarding your purchase or pricing, please do not hesitate to let us know via email at hello@electrictobacconist.com or by using our HelpDesk on the website.

Posted 4 years ago

“The prices and stock are fantastic. Shipping was generally great and fast until they switched shipping companies. I understand it was necessary because of lame laws, but this new shipping service leaves a lot to be desired. On my end tracking info does not work on their site at all. So, I have no idea where my most recent orders are (they have not arrived yet). I guess I'm just hoping everything works out and I get everything I ordered at some point.”

Helpful Report

Posted 4 years ago

Ryan, we are thankful for your knowledge of the current state of the industry and how this affects potential shipping times along with the struggles of tracking information. Looking into your account with us, I see that all of the orders placed with us have available tracking information for you to view at your leisure. I have made contact with you via email to relay these links to you so that you are able to keep an eye on your purchases. I have also detailed the options present in the event that you do not have these in your possession in a timely manner.

Posted 4 years ago

“Incredibly long and expensive shipping. Nearly 20 days now. A dollar each day I suppose.”

Helpful Report

Posted 4 years ago

Hi Levi, thank you very much for reaching out to us in this capacity so that we are able to address the difficulties present with your purchase. I am very sorry that it is undergoing the current delays and I want to assure you that we are investigating orders that are experiencing the same. We are very appreciative of our customers that have been patient as we understand that this can be a very frustrating and worrying scenario. We are making strides in improving not only delivery times, but also tracking availability and accuracy with each week as we acclimate to our new service partners. I have reached out to you via email to follow up on this situation and to answer any questions that you may have insofar as your order.

Posted 4 years ago

“"Quick delivery" I see repeated over and over in these copy/paste generated reviews to help boost their rating. I ordered on Black Friday and my delivery has been pushed back by 3 days 3 separate occasions. What should have been less than a week has turned into just shy of 2 weeks. Not purchasing from this vendor anymore, to the point of reconsidering ordering from online vendors in general for these products.”

Helpful Report

Posted 4 years ago

We can confirm that all reviews left on our pages are direct from the consumer and have no internal action taken upon them. I apologize that your order has yet to reach you and I can assure you that we commit to either getting you your products or a refund on your purchase. Please know that we are working adamantly with our current partners to rectify these delays in shipping as quickly as possible compounded by looking into expanding our service potentials and accessible areas. We do not foresee this being the new norm and as the industry adapts to the recent changes we expect to return to a decreased delivery window. That all being said, I have followed up with you concerning this situation via email so that we can stay in contact and ensure that this is resolved for you.

Posted 4 years ago

“I placed my order nearly 2 weeks ago, and I just found out that my shipment is delayed almost another week. I will most likely have to buy at a local shop as this order took much longer than expected.”

Helpful Report

Posted 4 years ago

I am very sorry that your order has not arrived in a timely manner and I will work to resolve this for you as quickly as possible. Unfortunately, our shipping partners are experiencing slight delays due to an increase in bandwidth as well as new regulations put in place by the PACT Act legislation. Please know that we are working adamantly with them to rectify these occurrences as quickly as possible. In regards to your purchase, I have followed up with you via email so that we can work together on the best resolution.

Posted 4 years ago

“I placed an order Nov 29th and the tracking info has been stating it’s out for delivery since Dec 6th. I went to their site and due to new regulations regarding the shipping of nicotine or vape products, they have to use a new shipping carrier and are having issues. The site requests you wait 21 days, (3 weeks!) before contacting them for assistance resolving any shipping issues concerning delays. I emailed them anyways and received an email explaining the new rules and regulations. I understand all of that. However, customers should receive some kind of message or notice about potential shipping delays BEFORE placing an order. Customer service is all about setting realistic expectations. I would never expect it to take so long to receive an order. It’s not as if I ordered a piece of furniture! Also, I placed an order with a different vape retailer the same day I ordered from this business, and that shipment arrived 4 days later. Unfortunately, they don’t carry both the brands I buy. This is the first and last time I will ever order from this company. Also, don’t bother responding to this review with another explanation detailing the changes in regulations and reasons why the shipping times are so extensive. I already read all about it on the site, the emails I received, and the replies to everyone else’s complaints. That doesn’t change the fact I was completely unprepared to wait a much longer than average time period to receive my order.”

Helpful Report

Posted 4 years ago

We appreciate your feedback in this situation and we will work towards improving our communication for future occurrences of this nature. While we are seeing some packages experience delays, we can confirm that not all of our shipments going out are undergoing the same difficulties. We are working closely with our shipping partners to rectify these concerns as quickly as possible whilst also constantly expanding our shipping range and carrier options. As such, we do not expect this to be the new norm and foresee this changing in the near future. We are having internal discussions consistently surrounding how best to approach the current state of the industry and how the Electric Tobacconist will return to the standards that we have strived to uphold for so long.

Posted 4 years ago

“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 4 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 4 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 4 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 4 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 4 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 4 years ago

“Good deals and very convenient. Regular customers should get better deals or discounts order over order especially if these orders are in bulk.”

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Posted 4 years ago

Electric Tobacconist USA is rated 4.8 based on 35,686 reviews