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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www.electrictobacconist.support

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Electric Tobacconist USA 5 star review on 2nd July 2024

Anonymous

Anonymous // 01/01/2019

Filter: Rated 3 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I am very disappointed that it looks like you are no longer you are going to be caring fin cartimizers. I sure hope you change your mind. The new batteries are not good.”

Helpful Report

Posted 3 years ago

Unfortunately, as FIN has discontinued its products, we will no longer be stocking its lines. I apologize for the inconvenience this situation causes you. We do have compatible alternatives and are always happy to help find other brands that you might enjoy! Please feel free to reach out to our HelpDesk with any questions.

Posted 3 years ago

“Service is good, with prompt shipping”

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Posted 3 years ago

We appreciate your feedback in this situation! As we continue to acclimate to the PACT Act legislation, along with our new carriers, we foresee an ever-increasing improvement in the quality of our shipping service. Please always feel free to contact us with any questions or concerns that may arise regarding future purchases using our HelpDesk!

Posted 3 years ago

“My last order was not good. I was surprised after being happy with them until that point.”

Helpful Report

Posted 3 years ago

Hi Judith, I am very sorry to hear that your last order was not to your expectations! I have reached out to you via email to rectify this as quickly as possible. For future difficulties, we always recommend reaching out to our HelpDesk for the fastest service!

Posted 3 years ago

“I am not happy that right after I receive an order I have to place another order because delivery time is outrageously long.”

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Posted 3 years ago

“It takes much too long to receive orders. You’d think this could be figured out. Disappointing!”

Helpful Report

Posted 3 years ago

I am very sorry for the less than satisfactory experience that you have underwent with our carrier. Looking at your most recent purchase with us, it states to have been delivered last month. I have followed up with you via email to ensure that all went well with the contents of your parcel. We can confirm that we are not only working with our current providers to augment their delivery capabilities, but also onboarding compliant alternatives when possible. As such, we do not foresee these delays being present in the near future. We appreciate your continued patience in this situation; please let us know if we can answer any questions or concerns by reaching out to our HelpDesk!

Posted 3 years ago

“I enjoy your product, but your delivery provider that you use is the absolute worst. Long time customers, such as myself, that place regular orders under the same name and address should not be required to be present to sign each and every time if you continue to use the same delivery service. It took over a month to receive my last order and I had to miss work twice to stand by for a delivery that never arrived when it said it would.”

Helpful Report

Posted 3 years ago

Hi Robert, As a result of the PACT Act legislation, all orders require a signature upon delivery. Unfortunately, this is not something that can be waived or preauthorized. We do apologize for the inconvenience this causes. As a suggestion, it may be helpful to change your shipping address to your work address so that you can be present to sign for the package. Please be advised that the shipping company we have partnered with is currently experiencing some delays as a result of increased shipping volumes caused by bans implemented by all major shipping companies. As they have a different infrastructure than other companies like UPS and FedEx, they will have longer transit times than what you are used to as well as occasional delays to the tracking information. We can assure you that we are constantly working to rectify these concerns and get back to the shipping standards our customers have seen from us in the past.

Posted 3 years ago

“My problem is that it took a month to receive my order. I have ordered from other vendors and received my order within three days. A month just way too long to wait for my order, very disappointed that I had to wait so long.”

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. We are working with them to improve communication and notify you of delivery time windows, and we will keep you updated as we make progress.

Posted 3 years ago

“I'm enjoying this product and would have given it 5 stars, except one of the pods arrived leaking fluid, and I had to throw it out fr fear it might explode or something. The service is great and Electric Tobacconist has always been expedient. What I like most is that I'm not able to purchase these flavored products in my area.”

Helpful Report

Posted 3 years ago

Hi Gayle, thank you very much for your feedback in this situation and for your kind words! It looks as though we reshipped one of your devices since it did arrive leaking. We hope that this one was okay! I've gone ahead and followed up on this situation with you, just to be sure. We appreciate your shopping with us and please do keep us in mind for your future vaping needs!

Posted 3 years ago

“I ordered 38 days ago and still haven't received it. I have understand there are new regulations but there's no point in ordering anymore.”

Helpful Report

Posted 3 years ago

Hi Josh, I am very sorry to hear of this troubling experience that you have underwent with our carrier and I would be more than happy to help get this resolved for you as quickly as possible. It looks as though we offered to reship or refund your purchase on the 9th of this month, as it was deemed lost in transit by our policy. I have gone ahead and sent a follow up email so that we are able to get your products to you, or refund the purchase depending on your preference. The Electric Tobacconist commits to either receipt of your purchase or a refund accordingly. Please know that we are working adamantly with our providers to rectify these delays and foresee augmentation in the near future.

Posted 3 years ago

“3rd time purchasing from your site. Prices are great, but each time I purchase it takes longer and longer to receive the product. My last purchase took a month to receive. In that time, I had to go out and purchase three separate times from other vendors. I am willing to pay for faster shipping.”

Helpful Report

Posted 3 years ago

Unfortunately, we are unable to offer any expedited shipping at this time with the current restrictions in place; however, we can confirm that we have made significant strides in improving our partners' delivery capabilities as of late. We see a majority of orders reach their final destination within 13 days of their respective dispatch dates. We understand that these delays are a stark contrast from what you have experienced in the past with USPS and UPS and we want to assure you that we are working steadily towards regaining these standards. While the shipping speeds may never match exactly that of the postal service, we foresee our estimations declining as our independent providers augment their service. We thank you for your patience and understanding throughout this situation. We will continue to work towards bringing you an exemplary service once more.

Posted 3 years ago

“Could find more reliable shipping courier.”

Helpful Report

Posted 3 years ago

Hi Charles, Unfortunately, we no longer have the ability to ship through any major shipping company, including USPS, FedEx, DHL, and UPS. Consequently, our options for shipping have been limited. We are constantly working with our shipping partners to improve delivery speeds, reliability, and communication. We do expect that these issues will be resolved once these carriers get adjusted to the larger bandwidth they are now facing. In addition to this, we are constantly looking for other shipping options as well. We do hope to get back to the shipping standards our customers have seen from us in the past and we appreciate your patronage as we work towards this.

Posted 3 years ago

“I'm hoping the shipping date is 10 days or less from the order. It seems to take a long time and I don't get any updates on when the order is coming.”

Helpful Report

Posted 3 years ago

Hi Diane, we are currently estimating 7-10 business days for delivery through our Standard Regional Carrier, which is currently the only provider that services your region at this time. Please note that this is just an estimate and transit times may vary. Unfortunately, this carrier is experiencing some delays due to increased shipping volumes. This is a direct result of bans that have been implemented by all major shipping companies, including USPS. Also, this carrier ships packages through a network of smaller couriers, rather than directly to a local distribution center. Once a package leaves our warehouse, it is shipped to the carrier's main distribution center where is it then sorted and processed. Orders are then shipped to the final mile carrier that will be delivering the package. Because of these aforementioned reasons, transit times may be longer than what you would expect with other companies like FedEx or UPS. We do recommend keeping these delays in mind when placing your next order with us. We have also seen some instances of delays in updates to the tracking information. We are working to rectify this. If you place another order with us and you happen to not receive your tracking information, please reach out to us at our HelpDesk or hello@electrictobacconist.com and we would be happy to assist you.

Posted 3 years ago

“The only negative I have is that it takes too long to get your order.”

Helpful Report

Posted 3 years ago

Hi Maureen, I would like to apologize for the delays that you have experienced with your recent orders. Unfortunately, we are no longer able to ship through any major shipping company, including USPS. As a result of this, we have partnered with two independent carriers who do not have the same infrastructure as companies like UPS or FedEx. Consequently, transit times will exceed what you are used to seeing with other delivery companies. Additionally, these new regulations are currently affecting every retailer in our industry and they have also had to make the switch to these independent carriers. This is resulting in some delays, which we expect to be resolved once the providers get acclimated to the larger bandwidth. I can assure you that we are tirelessly working with them to get packages to our customers as soon as possible. For the time being, it could be helpful to keep these potential delays in mind when placing your next order with us. I appreciate your patience during this difficult time for the vaping industry. As always, please feel free to reach out to us at our HelpDesk or at hello@electrictobacconist.com to let us know if we can be of any assistance!

Posted 3 years ago

“Delivery changes are maddening. If your ordering right after you receive your order because delivery takes so, so long & I end up going elsewhere to buy pods to tide me over, sometimes buying twice before my order arrives.”

Helpful Report

Posted 3 years ago

I am very sorry for the delays seen on your purchases and I want to assure you that we are working adamantly with our current carriers to rectify these setbacks as quickly as possible. Additionally, we are actively looking to expand our service range and delivery capabilities by way of onboarding compliant alternatives. We appreciate your continued patience in this situation whilst we overcome difficulties presented by the PACT Act legislation.

Posted 3 years ago

“Not happy anymore! I was happy doing business with Electric Tobacconist at the beginning, when they had free shipping on orders under $35, all the suddenly the company got greedy with its valued customers, they exaggerate on their shipping high prices, if a small bottle item of Nic-salt juice 10ml costing $14 on their website, they charge $12.99 of normal shipping fee, that is too much money, they lost my monthly reorder shopping expense and doing business with me. As a Business graduate, I do understand all the aspects of a business, and find out this company simply got greedy in doing business and not to blame the Postal Service, not the federal government taxation on its tobacco and vaping products.”

Helpful Report

Posted 3 years ago

Hi Luis, I would be more than happy to provide some clarification on this situation. We currently have two price breakdowns for shipments (which can be found linked at the end). Our shipping prices have increased since the PACT Act legislation has gone into effect. The reasoning behind this is due to the fact that our new shipping partners follow a very limited routing structure for their parcels. In this fashion, they have increased their rates until they are able to adapt to the new bandwidth that has been introduced to their system. While we do not currently have a timeframe for this change; however, we foresee an amelioration in our rates happening in the near future. We can confirm that we are working adamantly with them, as well as looking to partner with additional companies, to improve our range and delivery times. We are very sorry for the inconvenience that this has caused you. Please let us know if there are any further questions that you have. As always, if you have any concerns regarding what shipping category you fall into, or have questions about shipping availability in your region, you are welcome to reach out to our HelpDesk at any time. Shipping Information page: https://www.electrictobacconist.com/shipping-information-i167

Posted 3 years ago

“Love the products , web site slow Except checkout”

Helpful Report

Posted 4 years ago

Hi, I appreciate your bringing this to our attention. Our team asserts that the best operating browser for our website is Chrome; however, there should not be any major discrepancies in how the website performs on other platforms. In the event that you are experiencing delays, we suggest clearing your cache and cookies in order to receive the most optimal service. If you continue to see any malfunctions on our website, we implore you to reach out to us so that we are able to resolve this as quickly as possible to get you back to ordering the products that you love.

Posted 4 years ago

“All went well, until I came to the checkout. There was a $9.99 shipping charge which I didn't expect, given that my order qualified for free shipping. No matter what I tried, it stayed right there and I was so frustrated that I just went ahead and paid it. ☹☹☹ Please make these "options" somewhat more understandable and easier to remove. When it stated "free shipping" I thought I would have got free shipping. That was the price of one more vape pen hat I could have bought.☹😥”

Helpful Report

Posted 4 years ago

I am very sorry for the confusion caused by this situation and I am here to provide clarification that will help for your next purchase with us, as well as for anyone that might be feeling unclear in this area. If you refer to our shipping page (https://www.electrictobacconist.com/shipping-information-i167) you will see that we have two rows that cover our shipping price brackets. There is X Delivery/SRC V1 as well as SRC V2. If your area code falls into the "Standard Regional Carrier V2" category, these packages are no longer able to receive free shipping. The reasoning behind this is that our new shipping partners follow a very limited routing structure for their parcels. Your residency is outside of their regular operational vicinity which then requires more manpower to get the package to you. In this fashion, they have increased their rates for these select areas until they are able to adapt to the new bandwidth that has been introduced to their system. While we do not currently have a timeframe for this change, we can confirm that we are working adamantly with them to improve their range and delivery times. To be of as much assistance prior to placing orders, we implore any customer that might be concerned as to which category they fall into to contact us at their leisure. We can look into your specific zip code and inform you of which price range you fall into. If you have any other questions regarding your purchase or pricing, please do not hesitate to let us know via email at hello@electrictobacconist.com or by using our HelpDesk on the website.

Posted 4 years ago

“I've ordered from here before and it was great. This time I'm disappointed. I placed an order on 11/21. It is now 11/30 and STILL have not been provided a damn tracking number. My order says "dispatched" not quite understanding the terminology. Also, site says they no longer use USPS as the delivery method. Ok, how about letting your customer know WHO you are using as far as delivery. Also, I sent customer service an email and haven't heard back from them. Not a good experience this time. But I expect it from everywhere these days.”

Helpful Report

Posted 4 years ago

Hi Ben, we are very sorry that you have not had a satisfactory experience and we will work to improve our service. We can confirm that all orders are dispatched from our warehouse the same day if placed before 2PM MST. Unfortunately, we are experiencing a slight delay in getting tracking links operating properly for some packages; I can assure you that this has no impact on the estimated delivery of the items. We are currently using a Standard Regional Carrier to ship our packages since we are no longer able to employ USPS. It looks as though our team responded to your inquiry 8 minutes after it was submitted. We would like to emphasize that we are working consistently to get matters resolved and return to a reasonable delivery window. We appreciate your patience in this situation as we overcome difficulties presented by the PACT Act legislation.

Posted 4 years ago

“The website is a bit finicky, plus after I got my full price and hot continue to pay...... It just sat there forever trekking me it was processing. After about 15 minutes of waiting I clicked the back button and went through the payment price again. This time it went through, only it charged me $9.99 instead of $6.99 for shipping which is what the first payment was charging me. 🤬”

Helpful Report

Posted 4 years ago

Hi Brian, I am very sorry that you were experiencing difficulties with our website. Looking at your order, it seems as though you were charged $6.99 for shipping as originally quoted. If you would like to follow up with us on this situation via email (hello@electrictobacconist.com), I would be more than happy to investigate and clarify this further.

Posted 4 years ago

“I have been extremely happy until now with product and delivery. This new x delivery seems hopeless. My order was place on Nov 3/4. Every time I look at the tracking number and other day or 2 is tacked on. Now early December? This is ridiculous”

Helpful Report

Posted 4 years ago

We understand your frustration during this very difficult time for the vaping industry. Unfortunately, on October 21st, USPS banned the shipment of all vaping products. UPS, FedEx, and DHL all made similar decisions earlier this year. Because of these changes, we have had to partner with other compliant regional carriers. These carriers are currently experiencing increased shipping volumes due to these drastic changes. They do not have the same infrastructure or bandwidth as USPS, FedEx, or UPS and therefore have longer delivery times. Packages sent through these carriers are passed through several smaller couriers and may have unusual shipping routes. We can assure you that we are working very closely with X-Delivery to improve these issues and reduce transit times as we all adjust to these new regulations. We are very sorry for the inconvenience that these delays have caused you. We appreciate your patience as we overcome the difficulties presented by losing not only USPS as a provider, but all other major shipping companies.

Posted 4 years ago

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