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 35,686 Reviews

96 %

of reviewers recommend Electric Tobacconist USA

4.8

Based on 35,686 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

“I have always received excellent service. Thanks Sue”

Helpful Report

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

“They are good with delivery but I received 3 NJoys that did not work. Would really appreciate it if they would replace them for me. Karen”

Helpful Report

Posted 3 years ago

Hi Karen, I am very sorry that this has occurred with your purchase. I have followed up with you via email regarding your reshipment of 3 new NJOY pens!

Posted 3 years ago

“you know I am so glad that Electronic Tobacconist is around, I have been buying from them for a few yrs now. I am very happy with Their very fast delivery; I mean really fast-with-in days I'll have my delivery. so, thank you all!!!”

Helpful Report

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

“You have a good product and fair prices...”

Helpful Report

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

“You have charge 1/2 cigarette and expensive!!!! I don't like!!!!”

Helpful Report

Posted 3 years ago

Hi, I apologize for the displeasing experience that has occurred in using our website. I want to highlight that we price our products competitively in comparison to market value and in agreement with each manufacturer's business model. Additionally, on October 20th USPS has banned the shipment of nicotine products. This new policy is in addition to similar bans that UPS, FedEx, and DHL put into place earlier this year. As such, we are now reliant on two private carriers that make compliant deliveries. Please refer to our Shipping FAQ page (https://www.electrictobacconist.com/shipping-tracking-i287) for more information. Our new shipping partners follow a very limited routing structure for their parcels which then requires more manpower to get the package to you. 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, we can confirm that we are working adamantly with them to improve their range, delivery times, and shipping rates.

Posted 3 years ago

“They’re the worst company. It’s been over 3 weeks since my order and they still keep backing out the due date. Horrible”

Helpful Report

Posted 3 years ago

I am very sorry that you have had an unsatisfactory experience with the new shipping measures in place and I would like to provide clarity on this situation. In accordance with the PACT Act legislation, we are no longer able to use USPS as a provider. UPS, FedEx, DHL, and all other major shipping companies have moved forward with similar internal policy. Thus, we have transitioned to independent couriers who are able to make compliant deliveries. We are working adamantly with them to rectify not only the delays seen on some packages, but also the frequency and accuracy found on the tracking information. We appreciate your continued patience in this regard. I am unable to find an account linked with the review that you have left; however, if you would please reach out to us via email (hello@electrictobacconist.com) or via our HelpDesk feature found on the website, I would be more than happy to look into this situation personally to find a quick resolution.

Posted 3 years ago

“Order was shipped Nov. 12,2021. It’s now January 5,2022 and I haven’t received it. Can’t find anyone to help with the problem. Never had any problems before, so I would like to know what’s going on.”

Helpful Report

Posted 3 years ago

Hi Kaye, I am sorry to hear that you have not yet received your order. I have followed up with you via email to rectify this situation. Unfortunately, in consequence of the PACT Act, we are no longer able to ship through USPS as of October 21st. All other major shipping companies have also made the same decision to ban the shipment of nicotine products. As such, we are reliant on two independent carriers to make compliant deliveries. Packages shipped through these providers are sent through a network of smaller couriers, thus resulting in some delays as well as delays on the tracking information. We are working tirelessly with them to fix these issues and expect that they will be resolved in the near future once we all get acclimated to the new regulations.

Posted 3 years ago

“They take your money($200+) "supposedly" ship your items, but they don't arrive. Their "carrier" is nothing but a scam. No way to track anything and unbelievably, they now have TWO "attempted delivery" notations on the account, WHEN I WAS HOME SICK, BOTH TIMES. I have been emailing e-tobacconist ar least twice a day and I get the same canned response. They refuse to return my money, so I had to involve my bank, and the attorney general in Colorado. PLEASE DON'T ORDER FROM THEM. YOU DON'T HAVE TO TAKE JUST MY WORD FOR IT, CHECK THE BBB WEBSITE AS WELL.”

Helpful Report

Posted 3 years ago

Hi C., we do apologize for the issues you have experienced with this order. As you know, all major shipping companies have banned the shipment of all nicotine products. As a result of this, we have partnered with two independent carriers who do not have the same infrastructure as what you are used to seeing with other companies like the Postal Service. Their tracking system is fairly new and we have seen instances of tracking updates being delayed as well as incorrect scans. We understand that this is frustrating and we do ask for your patience as we work with them to rectify these concerns. As stated in our Terms and Conditions, which every customer agrees to upon creating an account with us: Electric Tobacconist reserves the right to process refunds after 40 days of the order date. The change in carrier and the longer transit times means that some packages are taking 30 days to be delivered. Therefore, to prevent financial exposure, we are adding the additional time requirement. Electric Tobacconist commits to our customers that in accordance with our Terms and Conditions, customers will be refunded. Given the aforementioned delays and issues occurring, we are only waiting 30 days to reship or refund an order. Because it had not yet been 30 days, we have been unable to refund your purchase, but we have a 100% guarantee that we will refund any order not received after 30 days. Looking at your tracking information, it does appear that your order was delivered today, January 5th. If this is not the case, please reach out and we would be happy to assist you further.

Posted 3 years ago

“They are the only ones who always have MY BLU. And they deliver to pa. They always answer my questions.”

Helpful Report

Posted 3 years ago

“I’m always comparing the best prices & deals on the hundreds of U.K. E-liquid stores but I always end up back here. They have the widest range of brands that I struggle to find anywhere else, the prices are always the lowest & the deals like 6 for £10 with free delivery are unbeatable. Thank you!”

Helpful Report

Posted 3 years ago

“Love this company. I have never had an issue.”

Helpful Report

Posted 3 years ago

“Shipping sucks and takes forever but great prices”

Helpful Report

Posted 3 years ago

Hi Audrey, we are sorry about the problems you have experienced ordering from us recently. We foresee our partners getting closer to the standards that our customers were used to when shipping with UPS and USPS. We are working consistently with these new companies to augment their tracking capabilities and delivery times. We understand that this kind of experience is frustrating, and we can assure you that we are doing everything in our power to provide the best service and customer experience possible.

Posted 3 years ago

“Was easy to use, was looking for the juice and next I’m getting a new vape”

Helpful Report

Posted 3 years ago

“great customer service; delayed delivery”

Helpful Report

Posted 3 years ago

“Always ordered from this site, very quick shipping and always had my product. But now that Mt. Baker cannot be ordered or bought from anywhere... I can't seem to find find an equivalent replacement! I spent so much money trying flavors and hating them, then finally found and actually liked Air Factory-Menthol a lot. But now it's never in-stock in any 25+ Vape Stores where I live (they almost all carry the brand but sell out so quick), and it's out of stock online a bunch too! I would rather not spend $100-$200 again just to try a bunch of flavors I don't end up liking... if you can suggest something similar to either of those that would be awesome! (Nothing with added flavor, nothing too sweet, or too minty... I like the cool/icey flavors that aren't sweet or minty-like Mt. Baker's Extreme Icee)”

Helpful Report

Posted 3 years ago

“This company was great until the rules changed. Now I placed an order over a month ago and still have not received it. They seem to have no way of tracking orders with the shipping company (which is ridiculous in my opinion). They need to change shipping companies if they want to continue their business because no one is going to keep ordering if they can't get their items in a timely manner.”

Helpful Report

Posted 3 years ago

I am very sorry that you have not had a satisfactory experience with us since the new regulations were set in place. To provide clarity on this situation, we are currently using two of the most commonly used shipping companies in the industry at the moment. Additionally, for a good amount of time, these were the only options available. We are consistently looking to expand our service range and service capabilities. We forecast that we will continue to improve notably at the beginning of the new year onward. We thank you for your continued patience in this situation as we overcome difficulties presented by the PACT Act legislation. We want to emphasize that this will not be the new norm as we augment our current tracking capabilities as well as transition to alternative shipping methods.

Posted 3 years ago

Electric Tobacconist USA is rated 4.8 based on 35,686 reviews