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 35,592 Reviews

96 %

of reviewers recommend Electric Tobacconist USA

4.8

Based on 35,592 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

“It has been 3 weeks since my order was dispatched through their preferred carrier “OneliveX” and each time I reach out to support I get a copy/pasted reply. The shipping company is practically a scam from what I’ve seen online. Still have not gotten a refund. DO NOT ORDER THROUGH THEM!!!!”

Helpful Report

Posted 4 years ago

Hi, We are really sorry about this. I see you have a live ticket in with our help desk. It's eligible for a refund or re-ship May 3rd. I realize this is a long lead time for a refund, but we are asking that customers work with us while we go through this transition phase that has been forced upon the industry by USPS, UPS and Fedex stopping the shipment of vape products. Thanks for your feedback, Louis ET Team

Posted 4 years ago

“Took almost 3 weeks to get my order. Sat in Salt Lake City for 10 days according to tracking. I really miss my old provider, this is not good.”

Helpful Report

Posted 4 years ago

Hi Holly, I see your order was delivered 14 days after dispatch. I agree this isn't what any of us is used to, but given USPS, UPS and Fedex no longer ship vape products, we are currently adjusting shipping estimates to be 10-15 days until our shippers find a way to speed up transit times. You were not told these estimates in checkout though, so you are absolutely right to call us out on this. We will improve, but shipping vapes is a challenge right now. Thanks Louis ET Team

Posted 4 years ago

“I placed my $173+ order on 4/10. The tracking map has my package criss-crossing the US from Colorado to Florida, back to Colorado, then to Missouri, and it' now been camping out in Kansas for the past 3 days. The estimated delivery date is saying 4/16. Today is 4/23. This is so infuriating and unacceptable. I have been using Electric Tobacconist for over a year now without a single problem...until this order. Have I been scammed and robbed?”

Helpful Report

Posted 4 years ago

Hi, I can see what you mean by the tracking and I can see why you say it's unacceptable. This order will get to you, but to answer your question, we are having to use new shippers since USPS, UPS and Fedex became unavailable to the vape market. Your order will get to you and in the unlikely event it's lost, we will refund or re-ship. Hopefully your buying history allows enough trust that we will fix this one way or another. We share your frustrations and we welcome this feedback. Thanks, Louis, ET Team

Posted 4 years ago

“No customer service number, tracking number is not helpful and no carrier name to contact directly. Spend $256 and have not received my order and no resolution to this issue. I’ve logged a complaint with several questions and I only receive a generic response.”

Helpful Report

Posted 4 years ago

Hi Your complaint has been logged in our system and is being monitored. We will resolve this but we cannot issue refunds according to the way we used to operate, simply because USPS, UPS & Fedex no longer ship vape goods, so we have to allow longer periods before issuing refunds or re-ships. That said, your frustration is understandable and your feedback is still important to us. We will improve this, but the whole industry is adapting to a new way of working. Best regards, Louis ET Team

Posted 4 years ago

“First, I had so many age verification issues that wasn't resolved until 8 months later when I got sick of complaining and put in so many tickets. I finally had to chew out the customer service person bc they kept saying "try again"... hello, 8 MONTHS, clearly I can't try again!!! Second, I ordered my stuff on 4/12 and it is now 12 days late but still stuck in Utah. I've not only spent $60 on product but have had to buy locally (spending more money) bc their service is absurd!!!! I'm so done with this company! Plus the pricing is is outrageous compared to EVcigarettes.com. I am so beyond ticked off. I rather pay $25 for one bottle locally than give my business to this TRASH company. I waited 8 months for them to correct my age verification for THIS BS!??? You guys will never get another dollar from me.”

Helpful Report

Posted 4 years ago

Hi Jessica, Sorry to see you go. You will get your order, or a refund if it gets to 30 days after your order was placed, but we anticipate it not getting to that point. I see the company you mentioned has also had to make radical changes to their service, and we hope they are able to continue to serve customers in their local area - all online stores are going through a tough phase, but we are confident things will improve. For more updates, please reach out to our help desk and they will log your issue and make sure it gets resolved: hello@electrictobacconist.com Thanks Louis ET Team

Posted 4 years ago

“You absolutely have to fix your shipping. I am at 11 days my order left Bolder went to Salt Lake City, back to Bolder, then to Atlanta, then to Orlando then back to Denver then to Kansas City where it has been for 2 days. I understand the Postal ban caused a problem but you have taken a very bad route in fixing the problem. You are certainly going to force me to shop local.”

Helpful Report

Posted 4 years ago

Hi Stephan, All orders have to go to the sorting station in Salt Lake city, which should explain the unusual route your order appears to have taken. Your order will get back to you, but if it doesn't reach you in 30 days you will be eligible for a re-ship or refund. We are so sorry for this frustration and we will make it better. Your feedback has been passed on to the management team (as all feedback is), Louis, ET Team

Posted 4 years ago

“I feel the same way as the last person does. Also $10 for shipping? UPS is horrible. They put a sticker on the apartment door outside That I wasn't here. I stayed home for 2 1/2 days waiting for them so I could sign for It. I also had to call UPS three times and the third time they told me to go outside and wait for them it was 30 some degrees outside. I finally got it on a Saturday because the UPS driver cared.”

Helpful Report

Posted 4 years ago

Hi Donna, Sorry you feel this way. It's $9.99 shipping only if you spend under $80. If possible, you need to try and combine your monthly orders into one order every couple months. If you spend over $120 it's free shipping. As for signatures and UPS, well, this is the law now. We hate it as much as you do. Thanks for your feedback though - we are taking it all on board. Regards, Louis ET Team

Posted 4 years ago

“I originally wanted the 3 for $40 deal. Then 9.99 shipping. Then they even wanted to throw another 3.50 tax in there... Which brought my total to $53.49 with tax... and $22.50 popped up at last screen right after I put in all my card info it must of refreshed bc my total before hand was only $53.49 but then after this excise tax it changed to $75.99. I’m just so confused as to what this other tax is for and why they’d pop this up at last minute?? It was NOT there when I put my order in. The deal states 3 bottles for 40.00 plus charging 3.50 tax 9.99 shipping.. then the 22.50 excise tax leaving me at 75.00 total. That’s insane. I sure hope it comes on time. If you can contact me and refund this excise tax we can make this right and I’ll make a good review. I’ll continue to buy from you and you’ll have a solid customer. I don’t deal with ppl that treat me like this though. That’s not okay. You charged me 2 different taxes. I’ve never had a company do that in my life.”

Helpful Report

Posted 4 years ago

Hi We can't calculate all taxes until we know where we are shipping to. Most States now charge completely different amounts and we are sorry we we cannot present these numbers earlier in the buying process. I can understand it's utterly infuriating to be hit with tax at the last moment in the process, but please know that we don't want tio make these charges - they are part of changes to the industry whereby we have to charge correct amounts in order to remain compliant with the law. Thank you for your feedback, Louis ET Team

Posted 4 years ago

“Ordered $75 worth of juice on 4/10. It’s been to Boulder, Denver, salt lake, Georgia, Florida and back to Colorado. I’m in Wisconsin. Wrote them and got the same email about delivery everyone else did. This place used to be great but this will be my last order from them (if I ever receive it)”

Helpful Report

Posted 4 years ago

Hi I have tracked this and I can see it's yet to get to you. Our team should have given you a re-ship date but we're sorry that we've had to stretch this further than we used to before USPS, UPS and Fedex stopped shipping vape products. We will get this resolved, but we're sorry it's taking so long to fix this issue for this. Your feedback has been shared right to the top and it is being taken very seriously. Thank you for taking the time to share your thoughts, Louis ET Team

Posted 4 years ago

“I have been with you guys for years. Now I am very unhappy with your service. I ordered from you on April 7, 2021, you had no problem taking my money from my account and still, I have not received anything in the mail. 2 weeks have come and gone by. What is really going on? I usually get my product within less than 1 week. I will never order from you again .”

Helpful Report

Posted 4 years ago

Hi Kimberly, According to tracking your order was delivered 22nd April. We are really sorry this was delayed. Sadly our transition away from USPS, UPS and Fedex (for reasons the whole industry is affected by) has not been as smooth as we would like, and we want you to know we are pushing hard to get back to previous levels of service. We hope you will give us another chance, Thanks Louis ET Team

Posted 4 years ago

“I purchased a hefty order on this website expecting to receive my order in a few days. It has been stalled in Salt Lake City for 3 weeks now. After 10 days, I sent an email asking why my order is just sitting and got back some lame excuse about shipping changes in which they never posted on their website as I proceeded to shop. It is now going on three weeks. It seems like they are not even interested is my predicament. There has be zero attempt to resolve this on the businesses part. They should offer a refund to say the least but no communication about that at all! I have tried numerous time to get my order delivered to me but to no effect. I would have give 0 stars if possible. Apparently I am not alone. See recent their reviews.. Find another website to purchase your products. NO ONE is home there..”

Helpful Report

Posted 4 years ago

Hi, I can see you have an open ticket in our help desk. You are eligible for a 100% refund or a re-ship and looking at your tracking I can completely see your frustration. We have to draw a line on when we offer to make refund offers, especially during this industry-wide transition away from the well known nationwide carriers (USPS, Fedex, UPS) which has been thrown at the entire vaping industry. We have now reached that line with your order, so we hope you'll find it within yourself to give us another chance. Our new shipper has been slower than most of us are used to, but they are getting orders to our customers. We are now working on how to make that a faster process. We are so sorry that your experience with us has been like this. Louis ET Team

Posted 4 years ago

“Used to be fantastic - now they're a complete disaster. I cannot get any information on my order, which allegedly shipped over 10 days ago and is now just sitting somewhere in CO. Since they switched carriers everything has basically fallen apart and nothing is getting where it needs to go. Too frustrating - will be finding another company.”

Helpful Report

Posted 4 years ago

Hi Tess, Heartbreaking to lose you as a customer, but your frustration is completely understandable. Since USPS, UPS and Fedex became unavailable to any online vape retailer (for reasons I am sure you're aware of) we are all in a boat we didn't necessarily plan to be in. We will fix this, we will get you your order (or a refund if it comes to that) and we will be "fantastic" again. All feedback is reaching the founders and we do not take it lightly (far from it). Thanks Louis ET Team

Posted 4 years ago

“Since they switched to their new shipping methods I have be waiting for over 10 days and still nothing. Emailed them twice and got the same generic bot message. I paid more for shipping and it takes twice as long to get it. If you need your fix in under two weeks look elsewhere. What a shame.”

Helpful Report

Posted 4 years ago

Hi, I cant find your order in our system as I think you've written this review under a different email address. We're so sorry that our new carrier isn't what you're used to. All online vape stores no longer have access to USPS, Fedex or UPS, so we are having to transition to carriers who might not give the the experience you deserve and are used to. This will improve, we promise, and we than you for your patience while we work night and day to communicate with our customers about these changes. Thanks, Louis, ET Team

Posted 4 years ago

“I ordered on March 31 and it was shipped April 1. The money was taken out of my account. The USPS says the tracking is wrong, there’s no phone number you can call this company to get answers. It’s April 19 and still nothing. Very aggravating”

Helpful Report

Posted 4 years ago

Hi, We have found your order on our system. I see you have an open ticket in our help desk so we will work with you to resolve it. It looks like you are eligible for a re-ship, which we will be happy to do for you, thanks Louis

Posted 4 years ago

“I had 2 different orders not delivered at all. I paid for both orders. They have made it impossible to reach. Do not waste your money here.”

Helpful Report

Posted 4 years ago

Hi Sheri, I can see you have an open ticket in our help desk. We are monitoring your orders (which I believe were sent together) and we will fix this issue. You are right though, this service isn't good enough but we will improve it. We've gone through a massive change and we won't rest until our customers are happy again. Louis, ET Team

Posted 4 years ago

“Have been trying to get through to your help desk. Very hard and no response. Order said was shipped 3/22/2021 have still not received it. First time to have this experience with you”

Helpful Report

Posted 4 years ago

Hi Linda I have checked tracking and the information it's giving me isn't helping. Can you reach out to us on hello@electrictobacconist.com if you have still not received it and you will now be eligible for a re-ship. Thanks Louis ET Team

Posted 4 years ago

“Placed an order-tracking shows it still in same place as day 2-now 10 days-tried to send email on the "contact us" area-unable to submit it-I think something is wrong now with this company and its site-I am notifying my credit card to stop payment as I am unable to get any answers from this site and 0 help with any email-calls- think twice now as something is wrong here!!!!!!!!”

Helpful Report

Posted 4 years ago

“I get a "Happy Birthday" email from your company. Weeks later during my next purchase, I "failed my age verification." Then when I try to upload my license, the website doesn't give me an upload button, only a retake button. It was fun while it lasted but I guess I'll buy somewhere else.”

Helpful Report

Posted 4 years ago

Hi Daniel Thanks for your review. I have reached out to you by email. Thanks Louis ET Team

Posted 4 years ago

“Horrible very bad service”

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Posted 4 years ago

“I used to always order from here but my recent order has been a disaster. I ordered a week ago and it still hasn’t arrived. Earlier in the week I was in touch with customer service and all they could tell me was the package was in transit, but there was no tracking info available. The tracking just updated and it’s in Nevada, I live in Florida- they’re based in Colorado. Sigh. Will not be ordering anything else from them, eighvape.com has lower prices for what I most often order so will be giving them a try next time.”

Helpful Report

Posted 4 years ago

Electric Tobacconist USA is rated 4.8 based on 35,592 reviews