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

“I have ordered several times in the past year. They were always on time with no shipping problems. I recently placed 2 different orders it has been a week and has yet to move through USPS. I fail to see how they can generate tracking numbers but fail to ship items. Something seems to be shady.”

Helpful Report

Posted 5 years ago

Hi! Due to the environment we've all found ourselves in, we are behind our regular same-day shipping promise, but we're working around the clock to get orders sent out. As always, we stand behind our products and our promise to get you what you paid for. Again, we are working incredibly hard to make sure that happens, and can assure you there's nothing shady happening. For more information, please visit this link to see our covid response and shipping times. https://www.electrictobacconist.com/covid-19-update-i276 We very much appreciate you as a customer, and your patience during this time. ET Customer Care

Posted 5 years ago

“I don’t understand what has happened to my order that I paid extra money to receive by a certain date. Usps has been awaiting to receive the order since last Wednesday. I’m very dissatisfied.”

Helpful Report

Posted 5 years ago

Hi! While there's no specific info here to allow us to find your specific order, we are experiencing temporary delays in shipping orders due to the Covid Pandemic. We have a banner on the website and page detailing shipping times during this time, and our confirmation email repeats that information. We are working around the clock to make sure you get your order as soon as possible, and we're sorry you haven't experienced the excellent level of care we strive to provide. If you'd like to know about your order in particular, please email us from this link: https://help.electrictobacconist.com/support/tickets/new?query_type_303736=Order%20Not%20Tracking Thank you for your patience. We appreciate you so much for being a customer. ET Customer Care

Posted 5 years ago

“Bad service , I text them two times because they are taking too much . First time they reply saying they sending out order that day and two day later I text them again because the shipment tracking didn’t even update and they didn’t even reply to me . First timer and I will never buy it from here Again .”

Helpful Report

Posted 5 years ago

Hi! While we can't find any record of your helpdesk ticket, we're very sorry you've experienced this. Due to the environment we all find ourselves in, we are temporarily seeing slower shipping times. We are working around the clock to get your order to you as fast as possible. That being said, we answer all customer emails within the day, and are still doing that. If you'd like to know more information about our shipping times and our response to the Covid issue, please visit this link: https://www.electrictobacconist.com/covid-19-update-i276 We are very sorry for your issue, and hope you come to try us again soon so we can show you our normal excellent customer experience. We very much appreciate you as a customer, and your patience during this time. ET Customer Care

Posted 5 years ago

“Asked why my package hasn't shipped yet after a week and they said they try to ship within 24 hours but to expect delays? Still never answered when they plan on shipping it...”

Helpful Report

Posted 5 years ago

Hi! Due to the environment we all find ourselves in, we are experiencing temporary delays in shipping. I can assure you, however, we're working around the clock to get your order to you and to get back to our same-day shipping norm. We have a banner on the website to let everyone know how shipping is going before they order, so you can look for that if/when you come back to order again, and we sincerely hope you do. We truly appreciate your being a customer with us, and your patience during this time. Thank you. ET Customer Care

Posted 5 years ago

“Used to be a great website but now lies to customers and delayed shipping is very common. Shame”

Helpful Report

Posted 5 years ago

Hi! Due to the environment we all find ourselves in, we are experiencing temporary delays in shipping. I can assure you, however, we're working around the clock to get your order to you and to get back to our same-day shipping norm. We have a banner on the website to let everyone know how shipping is going before they order, so you can look for that if/when you come back to order again, and we sincerely hope you do. We truly appreciate your being a customer with us, and your patience during this time. Thank you. ET Customer Care

Posted 5 years ago

“Product shipped a week late, and the company didn't bother to let me know until the product had already shipped so that I could not cancel my order for not arriving on time. Shady business practices, won't order again.”

Helpful Report

Posted 5 years ago

Hi! Due to the environment we all find ourselves in, we're experiencing temporary delays in shipping orders. We are working around the clock to get your order to you, but we're so sorry you have experienced this delay. We do expect that we'll be back to our same-day shipping deadline very soon. To see more about our shipping times and Covid response just go to the link below. There is also a banner on the site and the emails you have all say the same thing. Thank you so much for your patience during this time. We appreciate you so much for being a customer. https://www.electrictobacconist.com/covid-19-update-i276 ET Customer Care

Posted 5 years ago

“Your mail service and process service sucks - this isn't resolved!!!!! I ordered product on 3/29/20 priority mail - today is 4/5/20. Based on your response I will NOT receive my order until this Monday 4/7/20 - 8 days after I placed the order. DO NOT SEND ME ANOTHER RIDICULOUS LETTER ABT HOW YOU'VE TAKEN CARE OF IT. I'M CHEWING NICOTINE GUM THANKS TO THIS F K UP!!!!! BY THE TIME THIS PRODUCT ARRIVES I WILL NOT HAVE A NEED FOR IT ANYMORE. I GUESS ECIGS DO WORK WHEN U WANT TO QUIT. YES THAT's SARCASM!”

Helpful Report

Posted 5 years ago

Hi! Due to the environment we all find ourselves in, we're experiencing temporary delays in shipping orders. We are working around the clock to get your order to you, but we're so sorry you have experienced this delay. We do expect that we'll be back to our same-day shipping deadline very soon. To see more about our shipping times and Covid response just go to the link below. There is also a banner on the site and the emails you have all say the same thing. Thank you so much for your patience during this time. We appreciate you so much for being a customer. https://www.electrictobacconist.com/covid-19-update-i276 ET Customer Care

Posted 5 years ago

“Terrible!!”

Helpful Report

Posted 5 years ago

Hi! While there is no information to identify any details abotu your experience, we do strive to make sure each and every customer has a seamless experience with us. We'd be more than happy to figure out your issue and solve it if you'd allow us to. Please just send us an email about the problems you faced and we're sure we can get them rectified for you! https://help.electrictobacconist.com/support/tickets/new Thank you, as always, for being a customer. ET Customer Care

Posted 5 years ago

“It said Shipment Received, Package Acceptance Pending. I bought it form this website because people said it was a fast shipping service but i guess it is not true . I couldn’t go outside so I am still waiting for their package . If I ever get this package I might have to rethink about reordering from this website Again .”

Helpful Report

Posted 5 years ago

Hi Kevin! Due to the environment we all find ourselves in, we are experiencing temporary delays in shipping. I can assure you, however, we're working around the clock to get your order to you and to get back to our same-day shipping norm. We have a banner on the website to let everyone know how shipping is going before they order, so you can look for that if/when you come back to order again, and we sincerely hope you do. We truly appreciate your being a customer with us, and your patience during this time. Thank you. ET Customer Care

Posted 5 years ago

“Terrible customer support. Ordered on Monday early morning and still hasn't shipped as of Friday. I'm working the frontlines everyday. There is no excuse for lack of communication and poor customer service. Do NOT purchase from this company!”

Helpful Report

Posted 5 years ago

Hi Joe, Due to the environment we all find ourselves in, we are experiencing temporary delays in shipping. While we try to make sure customers know before they order with the banner on the top of every page and through the emails we send, we do understand that delays are frustrating. Since you received the free shipping upgrade to priority, your package will still get there within the Standard shipping time. We apologize for the delay, and we will be back to our regular same-day shipping timelines soon. thank you for being an ET customer, and for your patience during this time. ET Customer Care

Posted 5 years ago

“I'm not sure what their normal shipping is like, but currently it's SUPER SLOW. Ordered Saturday, receipt from them said item was shipped Monday. It wasn't. Record shows it wasn't even RECEIVED by USPS from them until Thursday. Now I'm not even expecting shipment to arrive until like Tuesday of next week- maybe. That's 10 days. Moral of the story, don't order from them unless you have time to kill. I'm going to have to purchase from someone else. Would be less PO'd if they didn't misrepresent their shipping. Fool me once.....”

Helpful Report

Posted 5 years ago

Hi! Due to the environment we all find ourselves in, we're experiencing temporary delays in shipping orders. We are working around the clock to get your order to you, but we're so sorry you have experienced this delay. We do expect that we'll be back to our same-day shipping deadline very soon. To see more about our shipping times and Covid response just go to the link below. There is also a banner on the site and the emails you have all say the same thing. Thank you so much for your patience during this time. We appreciate you so much for being a customer. https://www.electrictobacconist.com/covid-19-update-i276 ET Customer Care

Posted 5 years ago

“Order never arrived in 3 weeks. Customer service has been quite rude. Letting Paypal handle the dispute. Not impressed!”

Helpful Report

Posted 5 years ago

Hi! We always stand behind our shipping times, and will rectify any order that does not arrive at its destination in time. (For standard shipping, it's normally 3-5 days.) Unfortunately, once PayPal is working to rectify an issue, we're unable to work on it in parallel. Once that process has stopped, however, we can be sure it turned out in the best way it could have. Just send us an email at the link below, and we'll be happy to solve the issue for you. https://help.electrictobacconist.com/support/tickets/new Thank you again for being a customer. We really do appreciate you. ET Customer Care

Posted 5 years ago

“There’s no reason 2 day shipping should take this long. Now it’s arriving late?! Never making this mistake again. Still haven’t received the order.”

Helpful Report

Posted 5 years ago

Hi! Due to the environment we all find ourselves in, we're experiencing temporary delays in shipping orders. We are working around the clock to get your order to you, but we're so sorry you have experienced this delay. We do expect that we'll be back to our same-day shipping deadline very soon. To see more about our shipping times and Covid response just go to the link below. There is also a banner on the site and the emails you have all say the same thing. Thank you so much for your patience during this time. We appreciate you so much for being a customer. https://www.electrictobacconist.com/covid-19-update-i276 ET Customer Care

Posted 5 years ago

“Ordered on Sunday night well before 4PM Monday same day cut off for same day shipping as and its Thursday and still did not ship even though I have tracking number and it says item has shipped and it's on its way to USPS Facility”

Helpful Report

Posted 5 years ago

Hi! Due to the environment we all find ourselves in, we're experiencing temporary delays in shipping orders. We are working around the clock to get your order to you, but we're so sorry you have experienced this delay. We do expect that we'll be back to our same-day shipping deadline very soon. To see more about our shipping times and Covid response just go to the link below. There is also a banner on the site and the emails you have all say the same thing. Thank you so much for your patience during this time. We appreciate you so much for being a customer. https://www.electrictobacconist.com/covid-19-update-i276 ET Customer Care

Posted 5 years ago

“I'm looking for a taste close to my (solace creamy tabacco ) can anyone help me? E.T is out of it and I'm trying to find a taste close to it, so I don't start back smoking real cigs. Thanks”

Helpful Report

Posted 5 years ago

Hi Tessey, We have lots of options to figure this out, and we love to help people find new things they'll love! Please just send us an email here: https://help.electrictobacconist.com/support/tickets/new Looking forward to helping! ET Customer Care

Posted 5 years ago

“I am a continued buyer of Totally Wicked ice Menthol and I can't get it you are out and have been out, what's going on”

Helpful Report

Posted 5 years ago

Hi Ricki, we're very sorry that we do not have this in stock currently. We are working adamantly with our suppliers to get more of this product, but Totally Wicked is on a slight production and shipment delay at this time. You can sign up for stock notifications on our website!

Posted 5 years ago

“They never sent my package once I ordered it. They didn’t even send it until I asked them to a week after ordering the product. The customer support team is absolute trash and none of them did their job. After them telling me they were going to resend my package, I waited a week and emailed them just to find out that they did NOTHING about my issue. It was only after I asked for a refund until they sent the item.”

Helpful Report

Posted 5 years ago

Hi, We're sorry you felt you received a less than exceptional experience with us. While your first package was delivered in 2 days from your order date, we can't send the free replacement we offered without knowing for sure that sending it signature required was alright for you. Without hearing from you we can't send out the second package. As you can imagine, some customers prefer not to sign for their packages. We're happy to know that you got your second package in 2 days again, and hope you're enjoying your products. We also hope you give us another chance to show you how excellent our service is! ET Customer Care

Posted 5 years ago

“This web rocks best prices”

Helpful Report

Posted 5 years ago

Hi Alisha, thank you for your kind words and continued patronage with us!

Posted 5 years ago

“My last order was placed on 03/10/2020. It languished in Boulder CO for 3 days before going to Denver CO. Today is 03/18/20 and I still have not received my order. Tracking doesn’t even show an expected delivery date.”

Helpful Report

Posted 5 years ago

Hi Mark! We can confirm that your order was placed on the 10th, and was dispatched the same day as always. While it normally takes USPS 3-5 days for standard shipping, in rare cases it can take them up to 10 days. While we can't control USPS, we do stand behind our shipping times. If it's been more than 10 days, we'll make it right for you. Just let us know at the link below and we'll get right on it. https://help.electrictobacconist.com/support/tickets/new ET Customer Care

Posted 5 years ago

“Slow slow slow shipping”

Helpful Report

Posted 5 years ago

Hi! While there are no details to identify which order you're referring to, (and we're pretty sure the email you provided isn't real!) USPS standard shipping normally takes 3-5 days. In very rare occurrences it can be up to ten, but that almost never happens. We can't control USPS, but we do stand behind our shipping times. So if it's been more than 10 days since you ordered, let us know at the link below and we'll make it right for you. Looking forward to it! https://help.electrictobacconist.com/support/tickets/new ET Customer Care

Posted 5 years ago

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

Electric Tobacconist USA Reviews