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 35,561 Reviews

96 %

of reviewers recommend Electric Tobacconist USA

4.8

Based on 35,561 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, Live Chat, Telephone
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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Placed my very first order with this site on July 2. It still hasn't arrived. I waited the 21 days (which is more than excessive) before contacting. Emailed Customer Service, since that is the only option, and was asked for more patience. I was patient enough to wait 21 days before contacting, as requested by the website. Customer Service responded within 24 hours, which is great, and although pleasant, I got absolutley no clear answer as to where my package is or when it will arrive. I was told to wait 5 more days and contact them again. I understand that there have been changes in laws, but it would have been nice to be told about the possible delays before I checked out. Or how about not taking new orders until you have worked things out with your new carrier? I live in a rural area and don't have access to the products I ordered, which is why I ordered online in the first place. I was not offered any discount, return, refund, or even a firm delivery date. The tracking says the package is at a processing facility in my town. We don't have a processing facility here, so I feel I am getting the runaround. The only carriers we have are FedEx, UPS, and USPS, which are apparently not working with this site. Again, it would have been nice to be given some kind of choice instead of just being told to wait longer. How about a refund, and if you can locate your package, you can recall it? I worked in Customer Service for many years and must say I have an awful first impression, which I am sad to say. I was very excited to have found a great site with reasonable prices, only to be waiting, waiting, waiting. I understand we are all being challenged right now, and am hoping for some kind of positive resolution. I would appreciate an honest answer as to whether I will ever receive my order, because if not, I will order from somewhere else before I completely run out of the products I ordered. The fact that this is on MY dime is upsetting to me. I feel like I've been duped out of my hard earned money.”

Helpful Report

Posted 3 years ago

Thank you for reaching out to us. During the checkout process, you will see an estimated delivery time for your package; however, in our terms and conditions, on the USPS vape mail ban page, as well as our shipping information page (all can be accessed at the links at the bottom of this response), you will see that we are currently waiting 30 days for orders that are delayed. This is due to losing USPS largely as a provider and getting our new partner acclimated to our bandwidth as well as the new signature requirement mandates in effect from the PACT Act legislation. This information is available and present on our website for our customers' knowledge prior to placing an order. Additionally, X Delivery does not go through the post office and is an independent operator, as such, they have processing facilities throughout the United States that are owned by their company which is why you are seeing your package currently at that location. FedEx, UPS, (and soon USPS) have banned the shipment of nicotine products using their services which is why we have transitioned to our current carrier. USPS Priority Express is available for all customers at this time along with the standard delivery shipping so that there is the option of personal preference during the checkout process. In our response to your inquiry, it was detailed that if you did not see your package in your possession by Friday, July 30th, that we would be more than happy to take action on your purchase (by either a refund or reshipment via USPS Priority while we can). I can assure you that your products will reach you and that we are doing everything in our power to resolve the shipping delays that we are currently facing - we appreciate your continued patience as we overcome unforeseen difficulties presented by the PACT Act. I have followed up on our email thread to rectify this situation at your earliest convenience. I want to extend our sincere apologies for the circumstances that have presented themselves in regard to your purchase. I see that you are a new customer with us; please know that our shipping standards prior to the PACT Act were exemplary and we are striving to return to these delivery times and tracking capabilities. With the new regulations in place, our industry is facing hardship, but we are committed to serving our clientele to the best of our ability for the foreseeable future which is why we are in constant communication with our new shipping partner and in absolute compliance with all state and federal mandates. You can find the aforementioned links referenced below: https://www.electrictobacconist.com/shipping-i167 https://www.electrictobacconist.com/usps-vape-mail-ban-i285 https://www.electrictobacconist.com/terms-conditions-i7

Posted 3 years ago

“Shipping has been pretty BAD…there is no reason that it should get worse… come on you guys, get it back to where it was or I’m jumping ship!”

Helpful Report

Posted 4 years ago

Sam, We appreciate you leaving us a review, we greatly appreciate our customer's feedback. The industry has been forced, by the PACT Act, to no longer use USPS, and FedEx and UPS have made policy decisions to no longer ship vaping products. As a result, if you are in a ZIP code that is covered by the new carrier we are using them to ship to you. In the very near term, this will be the only available option across every online vape retailer. We would never reduce the quality of our service, this was forced by legal changes signed by President Trump. We suggest that you allow a little more time for delivery, plan for the required signature on delivery and buy in bulk to take advantage of our bulk discounts. Electric Tobacconist still processes your order into the shipping network on the same day if you order before 2pm MST (Monday to Friday) and we strive to offer the very best customer service. If we can ever be of assistance, please don't hesitate to contact us. Thank you again for being a customer, we appreciate it. Ellen Electric Tobacconist, Customer Care

Posted 4 years ago

“Don't know how you can say arrives within 5 days! First time took 3 weeks. Then delivery driver wanted to take a PICTURE of my DL!! I told him no way! He said he couldn't leave product after seeing i was 65! I let him take a picture of my picture and nothing else. VERY UNPROFESSIONAL DELIVERY DRIVERS. Also when ordering through Fin I got product in 3/4 days. Sometimes cartridges only last about 10-15 puffs with this new company UGH”

Helpful Report

Posted 4 years ago

Hi Gerda, Sorry you had this experience. Since the change of law under the PACT Act, we are restricted on which delivery services we can use, and the rules around ID upon delivery have become a whole lot stricter. We hope you understand and will consider using us again - we didn't make these changes just to be difficult, and it's taking a lot of getting used to for both our customers and us as a business. Thanks Louis ET Team

Posted 4 years ago

“Prices aren't as good as they used to be, most of what I usually order has been out of stock for weeks. Then I'm seeing reviews of shipments being received within days but mine has been out criss-crossing the continental US since 5/25 (it's been in Colorado TWICE, 4-5 days apart) and then went from Tampa to Tallahassee in the same day - I live in Tampa?!?. A total of 8 states, originating in Ohio and heading out west, back to the south east, and finally to Florida but still have to wait another day. Plus I spent $150, figured that shipping wouldn't be this horrible (if you're going to offer free shipping customers shouldn't have to wait almost 2 weeks for an order).”

Helpful Report

Posted 4 years ago

Hi John, This is completely valid feedback. Our new shipping supplier is getting used to carrying large volumes of vape products since the Pact Act forced a huge change in carriers allowed in the industry (you can read more here: https://www.electrictobacconist.com/shipping-i167) If you reach out to the team, they can advise on when you are eligible for a refund or reship. Please contact them here: www.electrictobacconist.support Thanks Louis ET Team

Posted 4 years ago

Hi John, To follow up on this, I see your order was delivered on the 5th June, so 11 days after your order. We're sorry the tracking experience was like this, and we are doing our best to improve shipping speeds, but this was within the 10-15 days currently being estimated for shipping. Thanks Louis ET Team

Posted 4 years ago

“Used to love this site. It seems like they have changed their chipping provider or something. It WILL take 2 weeks or longer for any order. I suggest either having an unrealistic foresight on when you need juice, or find a different provider (I will be shopping local going forward).”

Helpful Report

Posted 4 years ago

Hi Jace, There have been all sorts of changes in the industry that you may have missed and may have affected your experience. For more info see here: https://www.electrictobacconist.com/shipping-i167 Thanks Louis ET Team

Posted 4 years ago

“The new shipping service is horrible. Long transit times, inaccurate tracking, no delivery notifications, drivers can't even be bothered to ring a damn doorbell. ET might have been forced to change to meet new regulations, but damn they picked the worst possible provider.”

Helpful Report

Posted 4 years ago

Hi Kurt, Thanks for your feedback. Sadly, options were limited to us when USPS, UPS and Fedex left the market. Our new shipping partner is making several improvements to their service and we hope you will give us another chance to serve you better. Kind regards, Louis ET Team

Posted 4 years ago

“Have been ordering from this company for years with very few problems. The times I've had to contact customer support, they were helpful and resolved the issues. Now, I know that there are new rules for shipping vape products, but the company they are going with now (onelivex) is beyond bad! Have been following the tracking...and it is insane! So far, my package has gone from Colorado to Utah, to Montana, to Minnesota. I live in Wisconsin. It finally showed up in my home town, but is stuck there. I've tried emailing them, messaging them on FB, but no response. There is no way to contact them via phone. My order is probably only five minutes or so away from me, but the tracking says it's going to be another three days to get to my home. I hope ET will find a more reliable shipper soon. Unless that happens, I'll just be shopping at the gas station. Costs more, but far less hassle!”

Helpful Report

Posted 4 years ago

Hi Liz, We're so sorry about this. I see you have an open ticket and the option of a refund (or reship) is there on the 27th May if the order still hasn't shown up. We're hoping the matter will resolve itself by then, but if not, we will take action and make this right. Thanks for your feedback, Louis ET Team

Posted 4 years ago

“Since taking over from FIN, the price has increased and the delivery has slowed down tremendously!”

Helpful Report

Posted 4 years ago

Hi, Sorry you feel this way. FIN stopped selling on their own site because shipping costs went up 5 fold due to the PACT Act. Sorry if you weren't aware of this and the reason why shipping is not as fast as it once was with USPS. Thanks for your feedback, Louis ET Team

Posted 4 years ago

“I will not give a review until I receive my package. I ordered on April 8th and still have not received. You say you have resent package and it will be here Monday May 3rd. We will see.”

Helpful Report

Posted 4 years ago

Hi, Since this an anonymous review I can't advise on tacking etc, but you can reach out to us on the same help desk you spoke to about the re-ship (if any problems) Thanks Louis ET Team

Posted 4 years ago

“I’ve been ordering from ET for about a year now and was fairly pleased, until now. I placed an order 4/19 and it took 2 days to get the status of the order. Showed shipped on 4/21 and expected delivery date of 4/27. According to the current status it’s been sitting in CO for 3 days now. I was given no option for shipping method either. Just said ET preferred shipping. No idea what that is and it doesn’t even say. To me, 7 days to receive an order is just plain unacceptable and unless ET does better, this will be my last order!! No contact info listed on website for customer service either! I’ll go elsewhere!”

Helpful Report

Posted 4 years ago

Hi Your order was dispatched on the 20th April and is now at your local distribution center. It should be with you shortly, but if you would like an update, please reach out to our team on hello@electrictobacconist.com - I have checked and i do not see a support ticket raised from you under this email address. Regarding ET Preferred shipper - sadly USPS, Fedex and UPS no longer carry vape products. You can read more about this here: https://www.electrictobacconist.com/shipping-i167 Thanks Louis ET Team

Posted 4 years ago

“Now that stupid USPS will not deliver vape products you cannot track your order so that you can be where you're supposed to be to sign for it. Too bad this has ruined a great company. I will be finding a new vape shop.”

Helpful Report

Posted 4 years ago

Hi, We feel your pain. The shipping and tracking will improve. Sadly no online vape store can use USPS, Fedex or UPS any more so we are going through a frustrating phase that is clearly impacting customers (something we are taking very seriously). Thank you for your feedback Louis ET Team

Posted 4 years ago

“After months of ordering Njoy pods directly from the mfg. I was forced to buy from your site as Njoy listed you since they stopped selling online. The pods from your firm look to be of far lower quality and dont last as long.”

Helpful Report

Posted 4 years ago

“Also the products are very good, I doubt if I will be ordering from this company again. Charging $12.99 for shipping is unacceptable.”

Helpful Report

Posted 4 years ago

“Not super thrilled that all I have to go on regarding explanation of taste is “oasis” “mist” “flow.” Now, when I ordered them from the site the flavors were clearly displayed with the combos of fruits per item, but I wasn’t aware that I needed to make note of it somewhere. I bought them as gifts as well and I’m terribly embarrassed to have to tell them them that each one is a different combo of fruits but no clue which ones are which- hope you like them! Oh and for the record oasis clearly is the best tasting one followed by mist- flow is kinda bad and I swear 5 mg of nicotine isn’t true either cause I have other juices I’ve needed to alternate with in order to maintain and I was down from a pack of smokes (sometimes 2) to only 3 packs per week and since I’ve used these I’m smoking about a pack a day again.”

Helpful Report

Posted 4 years ago

“I haven't received my product yet so I can't accurately review that aspect of ordering. However, I ordered because of a 3 for $37 deal and ended up paying a over$68 due to taxes and shipping, basic shipping at that! So misleading!!!”

Helpful Report

Posted 4 years ago

“The reason I gave you a poor rating is due to the fact three of the packets I ordered had pods with black liquid instead of the amber liquid I actually won't use these as being a long time purchaser of Blu Gold Leaf pods, I've never had any issues. I would like to request a refund or replacement on all three of these packets.”

Helpful Report

Posted 4 years ago

“Products are ok. Shipping is normally fast but their customer service is definitely lacking and outdated. The "create a ticket" for when there's an issue is seriously dumb. Been over 2 weeks since I placed an order and package seems to be lost in transit and ET is no help in refunding or replacing lost package.”

Helpful Report

Posted 4 years ago

“Usually you guys are above average! What is wrong? I don't know how 111103 has been resolved since I only received an email that said my tickets had been resolved without any reply. FEDEX tracking still says my Feb 18th 2-day delivery order is still stuck in Orlando (3/5 4:30PM PST). If the package is not lost and tracking is not operating or something, I'd like some status report. Thank you.”

Helpful Report

Posted 4 years ago

Thank you for contacting the Electric Tobacconist. We do not use FedEx as a shipping partner, so we're not too sure how you received this tracking information. We ask that you please reach out to us via email or our Help Desk portal regarding your order!

Posted 4 years ago

“I haven't received my order since ordering it on February 13th. I ordered something 4 days later and received that in a few days. I try to get the help desk and that's useless. Wheres my stuff!! Never had this problem before.”

Helpful Report

Posted 4 years ago

We can confirm that this order has been reshipped and will be leaving us this afternoon. We apologize for the delays our couriers had been experiencing - these have since passed so there should be no further hindrances!

Posted 4 years ago

“A few months ago I started using this site. The price for the vuse solo cartridges I wanted was better than what I was finding elsewhere. Now I see that they have gone up to $12.99! I can get these for $11.99 in a lot of places. I thought this company was in business to save us(buyers) some cash. I guess not. Not using this outlet anymore.”

Helpful Report

Posted 4 years ago

We are very sorry for the trouble caused by our Vuse price increase. We spent quite a while reviewing our Vuse prices to ensure we can continue to offer savings with our multibuy sales and free shipping options. We determined that the current price was optimal for us to continue offering these services, however, we are constantly reviewing our pricing to ensure it is fair so we truly appreciate your feedback.

Posted 4 years ago

Electric Tobacconist USA is rated 4.8 based on 35,561 reviews