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 35,526 Reviews

96 %

of reviewers recommend Electric Tobacconist USA

4.8

Based on 35,526 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 and I’m still waiting for my order to arrive.”

Helpful Report

Posted 5 years ago

Hi Jennifer, We're very sorry you experienced our recent delay. We were unable to maintain our normal same-day shipping due to impacts of Covid-19. We very much understand you frustration. We're happy to see your package arrived, and we do hope you'll give us another chance at showing you the service excellence we strive for. Thank you again for being a customer. ET Customer Care

Posted 5 years ago

“Your shipping is slower than molasses.”

Helpful Report

Posted 5 years ago

Hi! We're very sorry you experienced the delay in shipping. We normally ship same-day (if you order before 4 MST) but we had issues due to the Covid-19 environment. We're happy to see you received your package, even if it was a few days late, and we hope that you'll give us another try at offering the experience we work so hard to display! As always, thank you for being a customer. ET Customer Care

Posted 5 years ago

“I was waiting online twice today 4/14/20 and each time I got to the end, the website restarted my wait time. I'll need to find an alternative vendor.”

Helpful Report

Posted 5 years ago

Hi Jeffrey, We're so sorry you experienced this. The queue is new to us too, and we're working 24/7 to iron out the kinks we've found and to eventually do away with it altogether. In the meantime, we can put some helpful hints to get through the queue below. We very much appreciate you as a customer and the frustration this has cause. We hope you'll give us another shot at providing the service that you (and we) expect! ET Customer Care Queue Hints: - You'll need to access the site from your own Google search, email link or browser session. You cannot use a link provided by another person, as this will have a different 'ID' which won't match that of your device. If you do get moved to the back of the queue, try going directly to www.electrictobacconist.com; this will assign you the correct ID number. - Enable cookies if you haven't already. Similarly to the aforementioned reason, cookies need to be enabled for your device ID number to match up correctly. For this reason, please avoid using a private browsing window as these prevent any cookies being saved. - Our queuing system works on 90-second time-out criteria. This means that once you access the site, you'll need to continue browsing; if you're inactive for more than 90 seconds, you'll have to queue again. - While queuing, it's best to avoid switching your tab or app. If you were to reach the site during this time, you may have to re-queue again if the 90-second cut off time elapses.

Posted 5 years ago

“What a sorry excuse for a company...they play games with this "queue" and say say they are doing this to "to ensure we can maintain the highest level of service" you lost me as a customer...”

Helpful Report

Posted 5 years ago

Hi! We're very sorry you experienced an issue with the queue system. We really did need to put it in place, and we're working 24/7 to iron out the issues. We will also eventually be done with it altogether. In the meantime, we've already made a number of fixes to make it faster and easier while we have it on. We very much appreciate you as a customer, and do hope you'll give us another shot at giving you the service we strive to deliver. ET Customer Care

Posted 5 years ago

“I have been trying to get on their webpage for hours and it says im in queue to have access to their page and as soon as I'm almost able to view their website the countdown starts all over again. They are losing my business I will order from another site.”

Helpful Report

Posted 5 years ago

Hi Lindsey, We're very sorry you experienced this with our queue. We felt we had to put the queue in place because the huge increase in traffic was causing a less-than-stellar experience for our customers. The queue is also new to us, and we're working 24/7 to get it to work correctly. Our queuing system has a few limitations which may cause your position to reset. We understand this is frustrating, but there are a few very easy ways of working around this below. Even today we have fixed a number of issues with the queue, and we do hope you'll give us another try. We very much appreciate you as a customer, and appreciate the frustration this has caused. ET Customer Care Queue Steps: - You'll need to access the site from your own Google search, email link or browser session. You cannot use a link provided by another person, as this will have a different 'ID' which won't match that of your device. If you do get moved to the back of the queue, try going directly to www.electrictobacconist.com; this will assign you the correct ID number. - Enable cookies if you haven't already. Similarly to the aforementioned reason, cookies need to be enabled for your device ID number to match up correctly. For this reason, please avoid using a private browsing window as these prevent any cookies being saved. - Our queuing system works on 90-second time-out criteria. This means that once you access the site, you'll need to continue browsing; if you're inactive for more than 90 seconds, you'll have to queue again. - While queuing, it's best to avoid switching your tab or app. If you were to reach the site during this time, you may have to re-queue again if the 90-second cut off time elapses.

Posted 5 years ago

“Ordered 6 items on April 7th. Paid extra for priority shipping in hopes that my package would be given priority. My order has been showing as "Shipment Received, Package Acceptance Pending" since April 8th. The website says they are now caught up and orders placed on my date are done. But no change to the shipping status still. They did advertise delays, but not to this degree...mine is going overseas to a DPO so I may not even be here by the time it ships.”

Helpful Report

Posted 5 years ago

Hi Mike, We are truly sorry for the delay in your order. We were not expecting the environment we are all now in, and it impacted the way our warehouse could run. As you noted, we tried to put notifications of the delay all over the site, but we still understand that waiting is frustrating. I'm happy to say that your order is well on the way and should be at your door very soon. Again, we're sorry you experienced this. We are now back to our same-day shipping times (if you order before 4). We're all excited to be back! ET Customer Care

Posted 5 years ago

“Ordered 5 items on April 5. Paid extra for priority shipping in hopes that my package would be delivered ASAP. My order sat in their warehouse for an entire week. I sent two requests for help from their customer service department and was ignored both times (I have checked and re-checked my spam and junk mail so that is not the problem). I am extremely confused due to the fact that I live 20 minutes away from Boulder, yet my USPS tracking information is now saying my package is in Souix Falls, South Dakota. The order has left the distribution center in South Dakota two times, so I believe a loop was put onto my package to delay it further. This was my first time using this website and though the ordering process was easy I am extremely upset by the fact that I have received no information from this customer service department on where my package actually is. I would appreciate it if someone saw this review and reached out in regards to the information I am providing.”

Helpful Report

Posted 5 years ago

Hi Thomas, We're so sorry you experienced the delay. As you will have seen across our website, we were impacted by the unforeseen Covid-19 issue and have had resulting delays in shipping. We are caught up now, and I'm happy to say your package is with USPS and in-transit. (Please check your tracking email to find your tracking link as this post is public.) Again, we're sorry for the delay, and thank you for being a customer with us. We truly appreciate it. And now that all of our delays are over we'd be happy to show you our regular impeccable service! ET Customer Care

Posted 5 years ago

“I placed an order April 4 and have not received my products 79 dollars out my account and have not received. I’ve been ordering for 9 months with you and hope I will be able to continue when will I get my order ?”

Helpful Report

Posted 5 years ago

Hi! We're sorry you have experienced this delay. As you will have seen throughout our website and emails, we were impacted by the unforeseen issues around Covid-19 and it caused shipping delays. I'm happy to say your package has left our warehouse and is in the hands of USPS. Your tracking will update the next time USPS scans it. (Check your emails for a tracking link as this is a public forum.) Again, we're sorry you experienced this delay. We are now caught up and would be happy to again show you our regular impeccable service! ET Customer Care

Posted 5 years ago

“I ordered pods on the 2nd and have not recieved any information or my pods. I have gone on the site and wrote 2 tickets with no reply. I have checked my inbox and spam bo2, nothing. This was my first time ordering from your company and wont he doing that again. So much for taking care of your customers.”

Helpful Report

Posted 5 years ago

We are very sorry for the delay in your order reaching you; we were experiencing delays due to precautions we have taken for COVID-19. We have since rectified these setbacks and are no longer experiencing any shipment delays.

Posted 5 years ago

“We too are surviving the virus but to make a claim and not adhere to it is not the solution. It’s unfortunate for us all but not some of us are honoring our commitments. My condolences.”

Helpful Report

Posted 5 years ago

We are very sorry for the delay in your order reaching you. We were experiencing delays and were publicly posting updates as we got them from our warehouse. We have since rectified these setbacks and are no longer experiencing such delays.

Posted 5 years ago

“They will not let me know where my two different liquids are and a return item refund they left me hanging no email about at all I'm so upset Marcia Deham”

Helpful Report

Posted 5 years ago

Hi Marcia, I have found your ticket about your concern. We can confirm that we responded 11 minutes after we received your email. You may want to check your spam and junk folders. Our emails can get lost there. We're very sorry you experienced a delay in your order. As you will have seen across our site, we had delays caused by the Covid-19 environment. We are happy to say your order is with USPS and is on the way. We're back up to our normal same-day shipping and providing the experience we expect from ourselves, and we hope you experience it again soon! ET Customer Care

Posted 5 years ago

“I never received an email with tracking information. You contacted me to let me know it's in transit. How about some tracking information? Don't refer me to my email where I can check where my shipment is at by the tracking information when I never received the information?”

Helpful Report

Posted 5 years ago

Hi Rhonda, We send tracking emails separately when your order is processed. We've also sent you asecond private email from hello@electrictobacconist.com with the link in it again as we don't want to put it in a public forum. You may want to check your spam and junk folders, as sometimes emails get caught in there. Thank you again for being a customer! We truly appreciate it. ET Customer Care

Posted 5 years ago

“Impossible to reach. One week later with priority shipping and I'm still waiting. Dying vaping a burnt coil. Waste of time and money.”

Helpful Report

Posted 5 years ago

Hi Sean, We're sorry you have experienced a delay in your order! As you will have seen across our site, due to covid-19 issues we had delays in our shipping. That delay is now over, and we can confirm your package is on the way! In the future, you can always get in touch with us at https://help.electrictobacconist.com/support/tickets/new and we'll respond very quickly. We're again sorry for the delay. We are again back to the standard of excellence we expect from ourselves, and we hope you'll come back to experience it again. ET Customer Care

Posted 5 years ago

“I ordered from this site for the first time 7 days ago April 5, 2020 and paid extra for priority delivery thinking it would arrive in 2-4 days and guess what it hasnt even left their warehouse even though it says order dispatched on their site, USPS shows that it has not moved from Boulder CO and is stuck in " shipment received, awaiting accecptance purgatory" it should not take over 8 days to go from CO to California, even with COVID craziness. I also think it is crazy to still be paying for priority shipping when that was not delivered on their part. I'm feeling very frustrated and wonder if my order will even make it to me at this point. I ordered from another online site and am almost certain it will arrive before the order from this site.”

Helpful Report

Posted 5 years ago

Hi Star, We're sorry you have experienced ta delay with your order. As you will have seen across our site, due to covid-19 issues we had delays in our shipping. That delay is now over, and we can confirm your package is on the way! You will be able to track your package using the tracking link we sent to you in your email. (We can't give it out here as this is a public forum.) We're again sorry for the delay. We are again back to the standard of excellence we expect from ourselves, and we hope you'll come back to experience it again. ET Customer Care

Posted 5 years ago

“I made an order a week ago, I received a tracking link but it has been sitting in the same spot saying package acceptance pending on USPS. On the link they provided it’s saying shipped June 4 2020. I’ve sent two emails and have gotten no reply. I understand that they are busy, but I have not been contacted.”

Helpful Report

Posted 5 years ago

Hi, Since there is no information on this review, we're unable to track your package, but we have gotten through our delay, so we can confirm that your package is on the way. We're sorry you have experienced this delay! As you will have seen across our site, due to covid-19 issues we had delays in our shipping. We're again sorry for the delay. We are again back to the standard of excellence we expect from ourselves, and we hope you'll come back to experience it again. ET Customer Care

Posted 5 years ago

“My first review disappeared so I am re-posting. I’ve used Electric Tobacconist for over nine months and their service has always been excellent until now….I placed an order last Friday, April 3 and now it’s Saturday, April 11 with no order received. Tracking reveals the post office in Boulder has not received the package. What’s more, the order updates have stopped coming.”

Helpful Report

Posted 5 years ago

Hi! We responded to your last review, but wanted to take the chance here again. We're again sorry for the delay, and happy your package is on the way. We are again back to the standard of excellence we expect from ourselves, and we hope you'll come back to experience it again. ET Customer Care

Posted 5 years ago

“first time i have bought from this place, been over a week, tracking info has not updated still in the waiting to accept. first impressions are important, and they have failed to impress me, will not be a return customer. if nothing changes by monday will open paypal case.”

Helpful Report

Posted 5 years ago

We are very sorry for the delay in your order reaching you. We were experiencing delays at that time due to the precautions we have taken for COVID-19. We have since rectified these setbacks and are no longer facing any shipment delays.

Posted 5 years ago

“it’s been almost two weeks and nothing has shipped. if they’re sending out orders 7 days a week why hasn’t anyone got their stuff. this is why i pay with paypal, so i can file a dispute.”

Helpful Report

Posted 5 years ago

“Placed an order on Sunday of last week and I haven’t had a single update. I’m starting to worry that my package won’t even come”

Helpful Report

Posted 5 years ago

Hi Moe, We're very sorry you experienced this delay. We were unexpectedly swamped by orders due to the issues around covid-19, and for the first time in our history were behind shipping orders. We're happy to say that your package is on the way and we're back up to full speed. To track your package you can use the link in the tracking email we sent you after your purchase. We very much appreciate you as a customer and the frustration that this delay must have caused. We do hope you'll give us another chance to show you what our normal superior service is like! ET Customer Care

Posted 5 years ago

“I placed an order April 5th and it is still sitting at their warehouse, yet to be sent to USPS for shipping. I’m beyond irritated as I paid extra for priority shipping. I’m hoping to get it at least by sometime next week. This is getting ridiculous.”

Helpful Report

Posted 5 years ago

Hi Riley, We're so sorry you experienced this delay. We were swamped with orders unexpectedly due to issues with Covid-19, and we were unable to keep up. We are up to date now, and back to shipping in our regular same-day (if you order before 4) timeframe. We very much appreciate you as a customer, and appreciate the frustration this caused. We do hope you'll allow us to show you the experience we have been delivering and are again! ET Customer Care

Posted 5 years ago

Electric Tobacconist USA is rated 4.8 based on 35,526 reviews