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 35,591 Reviews

96 %

of reviewers recommend Electric Tobacconist USA

4.8

Based on 35,591 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 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“they use to be great. now you have to wait like 3 weeks for shipping or maybe they just ripped me off. customer service is difficult to reach.”

Helpful Report

Posted 2 years ago

Hi, I can see the order you are referring to was placed on 14th Feb, was dispatched on the 15th Feb and had a delivery estimate of up to the 6th March. If your order goes over 40 days we will re-ship it as per our Package Protection Scheme. I do not see an open ticket via our help desk, but it may be that you emailed us to one of our unmonitored email inboxes. Please note all help issues need to go via our help desk which you can find here: electrictobacconist.support Kind regards, Louis ET Team

Posted 2 years ago

“Absolutely the worse shipping experience I have ever had and have been ordering vapes online for over 8 years. You don’t even get a tracking # with this company it almost like black market shipping. I spent over $200 in products and it’s been over a week and no shipping updates are tracking #. All they tell me is I can assure you that your product has shipped. I mean do the use mopeds to ship there products? If you are wanting vape products and in a reasonable time frame please don’t order from this company.”

Helpful Report

Posted 2 years ago

Dear Scott, Tracking updates and is sent out when the package meets the final mile carrier. It is communicated within your order dispatch emails that this can take 6-8 days. As for the speed of our shipping, sadly our hands are tied since the PACT Act (where USPS, UPS and FedEx became unavailable to us) so we now operate a stock up and save model that can allow 20 days for delivery if orders are planned, and we encourage our customers to allow longer lead times for their orders. By doing this, most customers will place 6-8 large orders a year and no more. Please do feel free to reach out to our customer care team in the future if you want to find out the status of an order. You can reach them on electrictobacconist.support Kind regards Louis ET Team

Posted 2 years ago

“I never got my order im still waiting when is coming because i never got my money back either”

Helpful Report

Posted 2 years ago

“Never received my order. Emailed company no response”

Helpful Report

Posted 2 years ago

“They are a complete scam, they indicate that they will deliver your merchandise between 3 to 5 days. It takes sometimes up to six weeks, and sometimes the merchandise is never delivered.”

Helpful Report

Posted 2 years ago

Hi Sarah, I see your shipment arrived on the 26th Jan. Sorry it took so long to get to you. The Holiday period appears to have slowed a few of our deliveries, but hopefully now we are past this it will improve. Kind regards, Louis ET Customer Care

Posted 2 years ago

“ETUSA2784597 my mom ordered pods on 12/22/22 she sent an email thru the help desk and they said they had shipped on 1/3/2023. How do I follow up with?”

Helpful Report

Posted 2 years ago

Hi, Just hit reply to the email you received and a Customer Care rep will be able to advise further. Thanks Louis ET Team

Posted 2 years ago

“Purchased just over $400 in product on November 23, said it was out for delivery end of December. Now it sits somewhere in Royal Oak, MI. Had to wait 40 days to get redelivery. In the meantime I placed another order on Dec 20 still at Gateway. The redelivery of the first order has said “out for delivery” for the past 2 days. Of course my first order said “out for delivery” as well but never came. I’m assuming I’ll probably not receive either of my orders. Doesn’t feel good to spend roughly $550 on two orders that I have been waiting on since Nov. 23. So disappointed”

Helpful Report

Posted 2 years ago

Hi Sheryl, We emailed you on January 22nd offering you a refund or a re-ship but we didn't hear back. Can you hit reply to our latest email to you and we will get this fixed. Alternatively, go to our help desk here https://electrictobacconist.support/ and choose "Order Not Received > Not delivered - I want a refund" Sorry for all this inconvenience. Thanks Louis ET Team

Posted 2 years ago

“Used to be a very responsive and reliable supplier Now neither reliable or responsive”

Helpful Report

Posted 2 years ago

Hi Scott, Looking at your correspondence with us you were refunded on January 15th. Sorry your order did not get to you, but the new laws do mean we cannot ship as fast as when USPS was legal to use (and UPS and Fedex no longer ship vape). We hope you will consider using our service again, and please remember, all orders have 40 Day Package Protection (a service you have experienced here). Best regards Louis ET Team

Posted 2 years ago

“Run - don't walk from from this company. I placed an order on 12/19 and it ended up at the 'final carrier' on 12/23 where its sat for the last 16 days. Customer services best answer is to wait 40 days and file a claim. They won't let me cancel it - or refund my money. I had to file a complaint with the BBB and Colorado Attorney General - why not just refund my money for the product you can't deliver?”

Helpful Report

Posted 2 years ago

Hi, we can confirm that this purchase has already been refunded as it did not arrive within a timely manner. Please let us know if we are able to assist with any future inquiries. -Britt, Customer Care

Posted 2 years ago

“I placed my order Dec 11th, it was dispatched on the 12th of Dec. And it just arrived needless to say I am not giving a positive review, there is no way it should have taken 30days. Also unable to get updates on shipping, unable to speak to a human. This was a great online store, but it really isn't anymore. I will not ever use them again. Pam”

Helpful Report

Posted 2 years ago

Hi Pam, we are very happy to hear that you have received your purchase and apologize for the delays seen on it. Because of the PACT Act, we are no longer able to ship with USPS; FedEx, DHL, and all other major shipping companies have decided to make similar decisions surrounding the ban of shipping nicotine products. As such, we are now reliant on private carriers that make compliant deliveries. The only provider available in your region at this time is Standard Regional Carrier. We ask that you please check out our Shipping FAQ page for more information. Since your order is being brought to you using an independent shipper, these smaller private carriers do not have the same infrastructure that the major national carriers do. This sometimes leads to longer delivery times and less frequent updates to the tracking. We appreciate your continued patience in this situation and ask that you look forward to the improvements to our service in the coming months. -Britt, Customer Care

Posted 2 years ago

“Do not believe the 4.8 out of 5 favorable reviews. Had plenty of issues on my first order. Late delivery and defective products. So I got a second replacement order. Ordered November 25th, Received on January 6th. 6 weeks to receive order. The 1st NJOY Pod, did not work, just like the first shipment. Never again would I order from this website.”

Helpful Report

Posted 2 years ago

Hi Dave, thank you for your feedback on this situation and we are very sorry to hear about your poor experience. We are urging customers to order sooner rather than later; however, we can confirm that the strong majority of packages are arriving at their final destinations significantly faster than 6 weeks. Please always feel free to reach out to our support team with any difficulties regarding the quality of your purchase as we would be more than happy to provide credit where possible. -Britt, Customer Care

Posted 2 years ago

“I placed an order with Blu on November 20th 2022 and 6 weeks later have not received my order but they sure took my $135 fast. I placed a cancel on my credit card. I never saw such a poorly run company.”

Helpful Report

Posted 2 years ago

Hi Rick, we are very sorry to hear that you have not received your purchase. While we have taken over sales from Blu, we do not have any current control over the arrival of items purchased through their website directly. That being said, we do urge you to reach out to 1-866-233-6527 or email customerrelations@itgbrands.com for any quality concerns.

Posted 2 years ago

“It takes WEEKS to get an order. I placed an order on Dec 22 and as of Jan 6, it still has not even shipped.”

Helpful Report

Posted 2 years ago

Hi, thank you for reaching out concerning your purchase. We would be more than happy to provide information regarding the whereabouts of your order. It looks as though your items have left the branch carrier and are currently being shipped to the final mile carrier for local delivery. You will be able to see this information on your tracking page. We currently estimate 10-16 business days for delivery. That being said, we have seen some instances where shipping will exceed this and do not guarantee delivery within our estimated timeframe. If it has been more than 40 days from when you placed this order and you have not yet received the package, we would be happy to reship or refund the order at that time. We understand that this wait period does feel rather long; however, we find that the strong majority of packages make it to their final destinations within this timeframe, so we do require this amount of time to deem packages eligible for replacement.

Posted 2 years ago

“On Nov 16th we placed an order, on Nov 17th it was shipped from your warehouse and we have not received it yet. We have since started buying vape oil locally so we don't have to wait for the delivery or 40 days to get a refund. We have been with your company since Finn sold and have only purchased from you. We will not order from your company again. Sorry that your delivery service has ruined a loyal customer.”

Helpful Report

Posted 2 years ago

Hi Terry, we are very sorry that your order did not reach you. Looking at the interaction that you have had with our team, you were refunded in full for this purchase as it was deemed lost. We apologize again for any inconvenience this situation has caused you. Please know that we are working adamantly with our carrier to ensure that situations such as these do not occur in the future.

Posted 2 years ago

“I ordered Dec 23rd . Almost 2 weeks and have heard nothing. Came even track my shipment no way to reach out to anyone”

Helpful Report

Posted 2 years ago

Hi, we are very sorry to hear that you are experiencing difficulties contacting our support team. You can accomplish this by either submitting a ticket on our website by using the HelpDesk, or by writing us an email at hello@electrictobacconist.com. Insofar as your purchase with us, it looks as though this has been received by the branch carrier and is currently en route to the final mile carrier for local delivery. We ask that you please continue to monitor your tracking information for the most recent updates. In the event that you have lost the link to access this information, I have gone ahead and created an email thread with this link. Please feel free to respond to that thread with any additional questions or concerns that may arise.

Posted 2 years ago

“I have been a loyal customer of the electronic tobacconist for over two years. I never had an issue till now. The last two orders I placed never arrived. The first order was placed and paid for on Nov 13th 2022. As of Jan 4th 2022, I still have not received delivery. I waited the required 30 days to submit a help ticket for a refund. The company responded back that they would check with the carrier as to the status of my delivery. I did get an email response saying they have proof of delivery from the carrier with a signature from Ds; and a photo of a signature that is not my signature. I responded back that I have no idea who Ds is; and the signature they refer to is not mine. I never received delivery nor did I sign for any delivery. They never responded back after that. Needless to say, I have not been refunded for this order. During this time, I placed another order which was a reorder of the first order. This order was placed and paid for on Nov 28th 2022. It is now Jan 4th 2023 and I have yet to receive delivery of this order as well. The tracking on this particular order was last updated on Dec 6th and hasn't been updated since. At this point I just want to get the products I paid my hard earned money for; or my money refunded to me. The total for both orders is $296.59. At this point, I'm not very hopeful of that. As far as I'm concerned, this is theft and incompetence by the company and the carrier.”

Helpful Report

Posted 2 years ago

Hi Timothy, thank you for reaching out. I can confirm that your purchase from November 13th has been refunded in full on the 28th of December since it was considered lost. Your purchase from November 28th: this package is in manifest status and has not made it to the final mile carrier yet; it is still located at the branch carrier's central distribution facility while being prepped for final mile delivery. We ask that you please allow more time for delivery and continue to check the tracking portal for movement. We will continue to monitor and keep you apprised of its status.

Posted 2 years ago

“I PLACED AN ORDER 11/16/22 with Blu order # US2254625UTU.I called them today and they said they couldn't help me and I had to contact electric tabacconist. Do not mix this up with my order I did place 12/21/22 with Electric Tobacconist. So I am trying to find out where my original BLU order is. And I do not see a phone number to call you. Please help me with this issue.”

Helpful Report

Posted 2 years ago

Hi Barbara, we see your concern and would be more than happy to provide clarity on this situation. Unfortunately, we are unable to reship/refund any orders originally placed through BLU; however, we do recommend reaching out to their customer service team. That being said, orders placed through us are automatically covered under the Shipping Guarantee - in the event that you do not receive your items purchased through us, we would be more than happy to offer a reshipment or refund. We do not currently have a phone number to contact us. You are more than welcome to reach out to our support team if you require assistance with your purchase with the Electric Tobacconist.

Posted 2 years ago

“I have two previous orders that are NOT being delivered and one currently in play. Used to be prompt but now customer service is horrible. I've reached out to them but still not receiving my orders.”

Helpful Report

Posted 2 years ago

Hi, thank you for reaching out to us and we are very sorry for the delays seen on your purchases. We see that you currently have a ticket submitted for your orders and we will use these to keep you up to date on the most recent happenings. We currently estimate 10-16 business days for delivery. That being said, we have seen some instances where shipping will exceed this and do not guarantee delivery within our estimated timeframe. If it has been more than 40 days from when you placed this order and you have not yet received the package, we would be happy to reship or refund the order at that time. We understand that this seems like a long time to wait, however it takes this long for us to ensure a package is indeed lost, or is being returned to us. Under the Shipping Guarantee, we do confirm that all of our customers will receive their purchases or will be refunded accordingly.

Posted 2 years ago

“My order came with one box missing of cartridges. Refund my money asap”

Helpful Report

Posted 2 years ago

Hi Heather, we are very sorry that your order arrived incomplete. Looking at the interaction you have had with our team, it seems as though this missing item has already been refunded. You should see these funds in your account currently. We apologize again for any inconvenience this situation has caused you. Please let our team know if you require any additional assistance with future inquiries!

Posted 2 years ago

“I placed 2 orders, Dec. 2nd and 3rd and as of today, I have not received either. The customer service can't help they say because you have to wait 40 days before you can request a refund if I still have not received the orders. I never got a tracking number and at this point I don't think I will. This was the first time I purchased from electric tobacconist and wished that I had not.”

Helpful Report

Posted 2 years ago

Hi, we apologize for the delays seen on your purchase and we will work to get these to you as quickly as possible. We have reached out to our carrier concerning the whereabouts of these orders and have started an email thread with you. Please feel free to reach out to us with any questions or concerns that may arise in the interim. -Britt, Customer Care

Posted 2 years ago

Electric Tobacconist USA is rated 4.8 based on 35,591 reviews