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 35,685 Reviews

96 %

of reviewers recommend Electric Tobacconist USA

4.8

Based on 35,685 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

“Very happy I found this site. Be patient as shipping info is not updated daily, but all my orders arrived correct and in about ten days.”

Helpful Report

Posted 3 years 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 3 years 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 3 years ago

“The shipping is two plus weeks, so almost as soon as you receive your order, you will need to order again. The packaging and product are excelkent.”

Helpful Report

Posted 3 years ago

Hi Vicki, we appreciate your feedback in this situation and we are very happy to hear that you have successfully received your order. We do recommend customers to place orders relatively shortly after their original order arrives as our shipping speeds have increased since the implementation of the PACT Act. We do guarantee that all customers will receive their products or will be refunded accordingly. We, again, appreciate your understanding as we continue to work with the only legal shipping medium available. -Britt, Customer Care

Posted 3 years ago

“Order received in great condition. My only complaint is that the shipping was a little bit faster. Delivery took over 3 weeks.”

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Posted 3 years ago

“Too many times I’ve bought NJOY pods and they leak or they just don’t work period. Spend your hard earned money else where instead of giving it to a company where you have a 50/50 chance of getting a working pod.”

Helpful Report

Posted 3 years ago

Hi Andrew, we are very sorry to hear that you are experiencing difficulties with some of the pods in your order. At the Electric Tobacconist, we do honor all manufacturer-guaranteed warranties and would be more than happy to assist in getting this situation resolved for you. Please feel free to reach out to us using our HelpDesk for any future hardships that may arise. We have reached out to you via email to get the conversation started. -Britt, Customer Care

Posted 3 years ago

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

Helpful Report

Posted 3 years 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 3 years ago

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

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Posted 3 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 3 years ago

“Very happy I can get them here”

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Posted 3 years ago

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

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Posted 3 years 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 3 years 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 3 years 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 3 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 3 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 3 years 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 3 years 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 3 years ago

“Quick response and very favorable outcome”

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Posted 3 years ago

“Quick response and very favorable outcome”

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Posted 3 years 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 3 years 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 3 years 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 3 years 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 3 years 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 3 years 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 3 years 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 3 years 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 3 years 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 3 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 3 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 3 years ago

Electric Tobacconist USA is rated 4.8 based on 35,685 reviews