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 35,526 Reviews

96 %

of reviewers recommend Electric Tobacconist USA

4.8

Based on 35,526 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

“Been a month, and I still have not received my order.”

Helpful Report

Posted 3 years ago

Hi Sainath, I am very sorry that you have yet to receive your purchase. Under our Shipping Guarantee offered to all of our customers, we would be more than happy to refund or reship your purchase. I have reached out to you via email to begin this process. We greatly appreciate your patience in this situation.

Posted 3 years ago

“Never got my order or refund”

Helpful Report

Posted 3 years ago

Hi Kelly, we are very sorry to hear this! I have reached out to you via email to get this situated as quickly as possible with either a reshipment or refund, in accordance with our Shipping Guarantee. I'll be on the lookout for your response and I greatly appreciate your continued patience in these circumstances.

Posted 3 years ago

“Very upset with the way Electric Tobacconist USA handled my shipping situation. My package is traveling everywhere but to my house. It has wound up in transit up to about 100 miles from my house then was shipped to Dallas. Then it came back to near my house and it is just sitting there. I have since ordered from another company and got my juice is 3 days!!!!!!! It was a private carrier and I got it in 3 days!!!! The bs that this company gives you is not accurate. It is understandable 5 to 7 days bc of the different way of shipping but not 40 or 44 days... we are onn day 45. I do not recommend ordering from this company with there current carrier. Agents blame it on the carrier and the carrier do give 2,3,4, or 45 effs!!!!!! I never received my package. I doubt it ill ever receive it.”

Helpful Report

Posted 3 years ago

Hi Kellie, thank you for your feedback in this situation. 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. Looking at the interaction between yourself and our team, it seems as though we have offered to reship or refund your purchase in accordance with our Shipping Guarantee and are currently awaiting confirmation of either in your response.

Posted 3 years ago

“I had ordered from them multiple times. The Delivery service company's they use are HORRIBLE, takes over 3 1/2 weeks to get your products, found another website that I get them within 7 days. So sad, when you communicate with them they are polite but all you get is the standard we are sorry and regulations etc., if that's the case why do the other company I now use don't give that excuse?”

Helpful Report

Posted 3 years ago

Hi DG, we greatly appreciate the feedback you have provided us in this situation as we are constantly looking to improve our services. The Electric Tobacconist follows all state and federal mandated regulations - as such, we are no longer able to use USPS as a shipping provider. UPS, FedEx, DHL, and all other major shipping companies have enacted similar policy. Thus, we are using two independent couriers. They are more accustomed to commercial shipments, so we are currently working with them on augmenting their available public tracking abilities. And they are not quite accustomed to our bandwidth, though they are making the necessary changes in this regard when possible. Thank you for your continued patience and understanding in this situation whilst we overcome difficulties presented by the PACT Act legislation.

Posted 3 years ago

“From time of order to actual delivery was 1 month. I used to receive within 10 days”

Helpful Report

Posted 3 years ago

I sincerely apologize for the delays you have experienced with your recent orders. As a result of the PACT Act legislation, we are no longer able to ship through USPS. All other major shipping companies, including UPS, FedEx, and DHL have also implemented similar bans to prohibit the shipment of all vaping products. As such, we are reliant on two independent carriers to complete compliant deliveries. To provide some clarification, these carriers are two of the most commonly used providers in our industry at the moment and for a while, these were the only options available. These couriers are currently experiencing some delays due to increased shipping volumes as well as different infrastructure than other major shipping companies. We can assure you that we are doing everything in our power to get back to the shipping standards our customers have seen from us before these new regulations were set in place. We appreciate your patience as we work towards this and we would like to emphasize that this is not the new norm for our customers going forward.

Posted 3 years ago

“took almost 3 weeks to get my order very dissatisfied with your shipping probably won't buy anything again.”

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.

Posted 3 years ago

“Due to new laws, they are limited on shipping. Their choice in carrier is extremely poor. Three weeks after my order, I never could connect with my order. Very disappointed.”

Helpful Report

Posted 3 years ago

Hi Janet, we appreciate your continued patience and understanding whilst we overcome the difficulties presented by losing not only USPS, but all other major shipping companies. We understand that our current partners are not quite up to par with what our customers are used to; however, we want to assure you that we are doing everything in our power to bolster their service abilities while also looking to expand our shipping options where available. Looking at the tracking information for your most recent purchase with us, it seems as though this is in the process of being returned to us. This mostly happens when the delivery driver is unable to obtain a signature for the parcel upon delivery. Anytime you see "returned to sender" or an inconsistency on your tracking, please do not hesitate to let us know as we would be more than happy to assist in getting troubles resolved as quickly as we can. I have followed up with you via email in order to either get your products to you, or provide a refund for the purchase.

Posted 3 years ago

“Delivery system is horrible.”

Helpful Report

Posted 3 years ago

Hi, thank you for reaching out to us with this information - we take all feedback into account when exacting policy as well as communicating with our shipping partners regarding their service. 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 Looking at the tracking for your most recent purchase with us, it seems as though this was marked as delivered on the 4th of this month. If you have not yet received this, please don't worry. I have reached out to you via email with the next steps in getting this purchase to you as quickly as possible in accordance with our Shipping Guarantee.

Posted 3 years ago

“Very unprofessional”

Helpful Report

Posted 3 years ago

Hi Linda, I want to extend our sincerest apologies for the poor experience you have undergone with our shipping partners and we can assure you that this will not be the new norm in the near future. Looking at your purchase with us, it seems as though this was returned to us due to failed delivery attempts - this typically takes place when the courier is unable to obtain a signature upon delivery. Under our Shipping Guarantee, we would be more than happy to replace this purchase for you, or refund the order. For any difficulty that arises with any order or item, we recommend reaching out to our HelpDesk first so that we are able to take immediate action on the issue. You can always reach out to us via email at hello@electricotbacconist.com as well!

Posted 3 years ago

“My order was shipped 37 days ago and was expected to be delivered four weeks ago. I'm still waiting. When I contacted customer service, they told me they would refund the order after a certain amount of more time had passed without delivery or they could reship with the same carrier, which could take another 30 days. They have a good selection and competitive prices, but their shipping (which I paid for) is the worst I've ever seen. No other competitor I've used has performed so poorly.”

Helpful Report

Posted 3 years ago

Hi, we greatly appreciate your feedback in this situation as we are constantly growing and improving our service. Looking at our interaction via our HelpDesk portal, it seems as though we offered to reship this purchase for you if it had not been received on the first of this month. The Electric Tobacconist Shipping Guarantee ensures that all of our customers either receive their products, or are refunded accordingly. There is the potential for delays for reshipments as well, though we see a majority of these shipments reach their final destinations within a reasonable timeframe. The 30-day notice on the response that you received serves only as additional information regarding our policy in the event that the secondary shipment is lost as well. We would like to emphasize that this does not take place at a frequent rate. In order to get this situation resolved for you in the most efficient manner possible, I have followed up with you over email with the next best steps for your order.

Posted 3 years ago

“Delivery SUCKS and no way to get an answer from anyone.”

Helpful Report

Posted 3 years ago

Hi, I am very sorry that your shipping experience with us has not been up to par and we want to assure you that we are continuously working with our carriers to bolster their quality of service. Looking at the interactions that our team has had with you, it seems as though we offered to issue a reshipment or refund on the 18th of this month in the event that you did not have your purchase in your possession by that time. We guarantee to all of our customers that they will either receive their purchase or will be refunded accordingly. We appreciate your continued patience and understanding in this situation; I have followed up with you via our email thread with you earlier today to assert this claim once more.

Posted 3 years ago

“They removed the reviews/same day dispatch! Company is going under…”

Helpful Report

Posted 3 years ago

We appreciate your reaching out and would be more than happy to provide clarity on this situation. You can view our review rating on our homepage under the heading "Our Customers Love Us!" and we can confirm that all purchases placed before 2PM MST leave our warehouse the same day and are tendered to our carriers at that time. Please always feel free to let us know if you have any further questions or concerns as we would be glad to assist wherever we can.

Posted 3 years ago

“Not very happy...I ordered my vapes in December 17,2021 and again in January 2022... total money was close to 5 hundred dollars and STILL NO VAPES... with the delivery service prior i never had these issues but with this new service...i just am not satisfied....can y'all please either send my vapes or refund my money.... just fustrating ....thank you”

Helpful Report

Posted 3 years ago

Hi Linda, I am sorry that you have yet to receive your orders. Unfortunately, as a result of the PACT Act legislation, USPS banned the shipment of all nicotine products on October 21st, 2021. FedEx, UPS, DHL, and all other major shipping companies have decided to make the same decision. As such, we have partnered with two private carriers to complete compliant deliveries. These providers do not have the same infrastructure as other companies like USPS or FedEx. Instead of going directly to a local distribution center like the post office, packages shipped through these carriers are sent directly to a central distribution center where they are then sorted and shipped through a network of smaller couriers. Additionally, every other retailer in our industry is facing the same shipping difficulties that we are. They have also had to switch to these independent carriers and as a result, the shipping companies are experiencing some delays due to increased shipping volumes. I do apologize for the inconvenience that these delays have caused you. Looking at your account, I can see that we have already reshipped your December order. If you do not have your January order in your possession by the end of next week, please contact us and we would be happy to assist you further.

Posted 3 years ago

“7 weeks, and still nothing. I contacted customer service 4 weeks in and was told "Sorry we have a new shipping partner..." with no offer to make things right. Now, three weeks later I still haven't received my order, and have no word from the shipping partner or ET on the status. Poor communication, poor customer service...”

Helpful Report

Posted 3 years ago

Hi Chris, I am very sorry for the delays that you have experienced with your order. As we no longer have the ability to ship through any major shipping company, including USPS and FedEx, we partnered with two independent carriers. These providers do not have the same infrastructure as other companies and as a result of this, their transit times are longer than what you are used to seeing. I just reviewed our email conversations with you. To provide some clarification, when you first contacted us regarding your order, it had been 22 days since you had placed your order. Our policy states that we are currently waiting 30 days to take action on purchases as it is taking some packages that long to be delivered. We asked that you reach out to us if you did not have your order in your possession by the 13th. Unfortunately, since we had not heard from you since your first email, we hadn't reshipped or refunded your order yet. It appears that you contacted us yesterday and as soon as we received confirmation, we reshipped your order. Once again, I apologize for the problems surrounding this purchase. We are working tirelessly with the shipping company to reduce their transit times, however, this is a relatively slow process since they are still getting acclimated to the larger bandwidth. We appreciate your patience as we work towards getting back to the shipping standards our customers were used to seeing before the new regulations were enacted.

Posted 3 years ago

“I put in a order on December 16th and still haven't got my order .not very happy”

Helpful Report

Posted 3 years ago

Hello, I am very sorry for the inconvenience the delays seen on your package have caused you. I can confirm that we have made long strides in improving our partners' tracking capabilities and are looking forward to continuing this momentum for the foreseeable future. Please know that we are working daily on returning to the shipping standards that we have upheld until the introduction of the PACT Act legislation. Looking at the interaction held between you and our team members, your purchase was refunded in full as it did not arrive in a timely manner. The Electric Tobacconist commits to all of our customers that you will either receive your products or will be refunded accordingly.

Posted 3 years ago

“Placed order 1/4 - it’s now 1/18 and still don’t have product. Apparently it takes over a week to get from one destination to another. It takes one week to get to my home from its current location which is only less than an hour away. I understand delays. Apparently the shipping company cannot update its information so why use the shipping company? My last shipment went from Salt Lake City to California where I am at back to Salt Lake City. Most unreliable delivery company I have ever had to deal with. I wanted to give them another chance, however I think this time I am done.”

Helpful Report

Posted 3 years ago

Hi, I am very sorry to hear that your package has experienced delays and I can assure you that we are working adamantly with our current partners along with onboarding new opportunities to augment our delivery capabilities. Looking at the tracking information for your purchase, it seems as though it has been updated within the last 24 hours which leads us to believe that your package is actively en route to your location. I have reached out to you via email to further our discussion concerning your parcel as well as the next steps in getting this to you or your money back.

Posted 3 years ago

“Placed order on November 16th. When order never arrived and tracking continued to show later and later arrival dates I contacted them Dec 12th. They gave me the “pact” copy and paste and asked me to wait yet another week. But, there was no reason to wait another week because the next day the tracking arrival date had moved out even further. I contacted my bank, which investigated and I received a refund on the order 2 days later. How this company expects someone to sign for an order which no one knows, even them, when it will arrive is beyond me. What are you supposed to do? Be around to sign for an order every single day when the dates continuously change? Lol. Look, we are reasonable people but this situation is totally unreasonable. If your order hasn’t arrived on time it’s reasonable to give them an additional week. Past that time it’s time to stop complaining (on here) and take action by contacting your bank. As for my package? Well, it’s the middle of January now and no one knows where it went -least of all Electric Tabacconist. I can say I’m happy with the performance of my bank -but that’s about all. Wait another 5 weeks for a replacement package which may not even show up? No thanks.”

Helpful Report

Posted 3 years ago

Hi, I am very sorry that your order was delayed in reaching you and we appreciate your feedback. I was unable to locate your account with us with the information provided; however, I would like to provide some general knowledge regarding the current situation: We are asking customers to wait 30 days until we re-ship or refund an order if it experiences delays. We would like to emphasize that this is not a delivery estimate, but rather the maximum amount of time our policy dictates before a reshipment or refund. It takes this timeframe for us to be sure that the package has been lost or is indeed being returned to us. Even after we have provided a re-shipment or refund, you can expect that the original package will arrive. The process of seeing improvements with our current carriers is longer than we would like due to their being the only options available for the industry; however, I can confirm that we are working with them on a consistent basis in order to augment tracking capabilities and delivery windows. This will not be the new norm going forward as we continue our work with our current carriers and onboard alternatives to expand our service range.

Posted 3 years ago

“I ordered December 29 received notification it had shipped checked tracking number. The shipment was sent Witchafalls, Texas back to Dallas, Texas then back to Witchafalls, Texas as of today January 10 can not get any thing confirmed on this shipment. Very disappointed with Electric Tobacconist. My order was well over $100.00 dollars and you cannot call to speak with anyone only through messenger. I will have to wait for my order because they charged my account minutes after the order was placed. The bill has been paid but no service after the sale very,very disappointed with the company.”

Helpful Report

Posted 3 years ago

Hello, I am very sorry that you do not yet have this purchase in your possession - I have reached out to you via email to further this conversation. Looking at your tracking information, it seems as though your package has reached the fulfillment gateway in your area and is actively in transit to your location. Once we lost USPS, UPS, FedEx, DHL, and all other major shipping companies as partners due to the PACT Act legislation and likewise, we transitioned to two independently owned couriers that make compliant deliveries. With the increase in bandwidth that came with taking on the industry's packages, along with the signature requirement, there have been delays seen on some packages. However, we can confirm that this will not be the new norm as we bolster the tracking and delivery capabilities of our current partners whilst expanding our range with new possibilities.

Posted 3 years ago

“I reported that I never received my order and you recommended I try XDelivery to have them try to track it. They have informed me that it was probably lost in transit and suggested I contact you to get the problem taken care of.”

Helpful Report

Posted 3 years ago

Hi Kaye, I appreciate your keeping us apprised of the situation. Since the carrier has deemed the order lost in transit, we would be more than happy to either reship or refund this purchase for you. I have reached out to you via email to get this resolved posthaste.

Posted 3 years ago

“The shipping is horrible! My order was dispatched one day after I placed it on Dec 20th. Today is Jan 7th and I just got tracking that indicated I won’t get it until Jan 10th now. Seriously?”

Helpful Report

Posted 3 years ago

Hi, I am very sorry that your order has yet to reach you. I can confirm that we are working adamantly with our current providers to rectify the delays seen on some packages as well as improving consistent tracking information. We want to assure you that this will not be the new norm as we strengthen our partnerships and expand our service range. I have reached out to you via email so that I am able to provide clearer information regarding your purchase, along with the next steps in getting this situation resolved as quickly as possible.

Posted 3 years ago

Electric Tobacconist USA is rated 4.8 based on 35,526 reviews