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

“Ordered an item on November 12th. Item shipped on November 13th. Today is November 19th 11pm. Tracking has said in transit to next location since November 15th! USPS has just cost your company an otherwise satisfied customer.”

Helpful Report

Posted 5 years ago

Hi Nicholas, I am so sorry your order has gotten delayed. My team is reaching out to you today to take care of this. -Director of Customer Care

Posted 5 years ago

“Absolutely the worst customer service to deal with, I definitely will never be buying anything from this company/website. The people who are in charge of the customer service really need to work on it.”

Helpful Report

Posted 5 years ago

Hi Amanda, We are extremely proud of our incredible Customer Care team, they diligently work to assure our customers have all their answers in a quick and professional manner. As well, we absolutely refuse to sell our products to anyone who is not of age. Should you be able to provide us with the requested documentation we will be more than happy to process an order from you expeditiously! Please feel free to contact our Help Desk at any time: https://help.electrictobacconist.com/support/home -Director of Customer Care

Posted 5 years ago

“Bought wrong item and never got shipped still in warehouse , then purchased the right item. Had a hard time getting back money on wrong order total amount of 98 dollars. NOT a great business move on mangement behalf because of stubborn Attuid towards returning costumers. I ended up ordering the right items needed.”

Helpful Report

Posted 5 years ago

Thank you for the feedback! We take pride in our expeditious shipping and Customer Service replies. We will look into your ticket history and reach out today. Thank you! -Electric Tobacconist Customer Care

Posted 5 years ago

“They keep sending me expired juul over and over no matter how many times i had complained, when ask for refund they never replied back and then closed the case.”

Helpful Report

Posted 5 years ago

Thank you for this important feedback. We are diligently looking into your account history and will reach out immediately. All products sold on our website are 100% genuine; we only purchase from the manufacturer or licensed distributors. We apologize for any confusion with your Customer Care inquiry. -Electric Tobacconist Customer Care

Posted 5 years ago

“Been a loyal customer for over a year. My most recent purchase keeps saying declined but you guys keep charging my bank account. It won't charge your bank account if the CVV is wrong... Nice try. So I got charged twice and it says my purchase is incomplete. The previous time you had to resend my purchase because I never received it. I live in Aurora so I was able to order AND receive my purchase the next day. I am looking at other options now because you guys have burned me twice and I no longer want to give you my business. Its sad because I always had a positive experience with you guys. Not anymore...”

Helpful Report

Posted 5 years ago

Thank you for your feedback and we sincerely apologize for any confusion. Because the original transaction was declined, we have not accepted the funds for it. Your bank, however, does need to process the attempt and this is why you see the pending charge. As soon as your bank has finished processing the charge, the funds will be cleared back into your account. This normally takes 1-5 business days depending upon your bank. I am currently looking into your account history in order to rectify this issue. We love our customers and certainly do not want to lose you. -Director of Customer Care

Posted 5 years ago

“Purchase to vape for $47.99 however I never received them when I reported it the company said it was delivered but I never received anything and after i e-mail The company again letting them know I never received anything regardless if it shows delivered. I never heard a response back I guess I just got robbed for my money.”

Helpful Report

Posted 5 years ago

Hi Marshall, Thank you for your feedback and we apologize for any confusion! It looks like our Customer Care team assisted you in getting some new products. Should you have any issues please reach out to our Help Desk at any time and they will quickly assist! https://help.electrictobacconist.com/support/home

Posted 5 years ago

“Don't trust their delivery dates, they just make them up. It takes longer than what they claim!”

Helpful Report

Posted 5 years ago

Hi A.K., Thank you for your feedback. As stated on our website, as a general estimate, it takes 3–5 business days for Standard (First-Class) shipping, 2–3 business days for Priority, and 1–2 business days for Priority Express. All orders placed before 4pm MST Mon–Fri are dispatched the same business day. Excludes public holidays. All quoted delivery times are estimates. Our warehouse is extremely diligent about following these rules and we have some of the fastest shipping in the industry. Should you ever have concerns about your order please feel free to contact our Help Desk at any time! -Electric Tobacconist Customer Care

Posted 5 years ago

“Order still hasn't shown up”

Helpful Report

Posted 5 years ago

HI Lesley, We had a chance to look into your order and it looks like your items were out for delivery on Oct 25, however, they were then forwarded due to forwarding instructions. We will reach out to you personally today to discuss this issue. Should you ever have concerns about your order you may contact our Help Desk at any time! https://help.electrictobacconist.com/support/home -Electric Tobacconist Customer Care

Posted 5 years ago

“I purchased three products on October 24 and they were shipped immediately. But my address in the shipped reminding email was wrong and not the same as what I put on the website in my account. And when October 26 my order arrived at the city where I live in, but returned because of the wrong address. Now it’s October 29, no one contact me and no money received in my bank account. It’s a really bad shopping experience, ever.”

Helpful Report

Posted 5 years ago

Hello, I have researched your account history and we attempted to contact you initially with your order due to the fact that your address was not verifying. We did not receive a response from you, therefore we cancelled your order and updated you immediately. Refunds process within 3-5 days. Please double check your address before reordering. If your address was correct, please feel free to reach out and let us know for your next order! We apologize for the inconvenience this may have caused, however, our shipping system has led us to believe your order would be returned to sender with your address as is. -Electric Tobacconist Customer Care

Posted 5 years ago

“After i complain about the last juul pods i received, Once again they sent me an 8 4packs old juul pods!! Those juul pods are dark, doesnt last three hour because they leek inside the pen and they burnt so fast. Do not buy here its a waste of money everytime! No matter what you complain about they dont care!! Not only that, their priority shipping is not a priority shipping it will go to opposite way before it reach to your state”

Helpful Report

Posted 5 years ago

Hello, I'm very sorry you feel that way, our Customer Service team takes pride in assisting our customers and always go the extra mile to assure they are satisfied. Regarding your pods concern, all products sold on our website are 100% genuine; we only purchase from the manufacturer or licensed distributors. If you have any other questions, please don't hesitate to ask. Either I or a member of the Customer Care Team will be more than happy to help. -Director of Customer Care

Posted 5 years ago

“Every single time I use this website, my card gets declined the first check out, but I get charged, and the last time, I never got my money back. And then I never get emails about when it ships or gets delivered.”

Helpful Report

Posted 5 years ago

Hello, We're so sorry you had a negative experience! We had a chance to look into your order history and everything was processed correctly on our end. Because the transaction was declined, we did not accept the funds for it. Your bank, however, did need to process the attempt and this is why you saw the pending charge. Tracking numbers are automatically and immediately sent out once an order is placed, we often suggest checking your spam box just in case it went there instead. Please feel free to reach out to our Help Desk at anytime should you have any concerns about your account or orders, we are more than happy to assist! -Electric Tobacconist Customer Care

Posted 5 years ago

“Why cant i upload my license? When i need help an call the number says numbers been changed”

Helpful Report

Posted 5 years ago

Hi Lisa, Unfortunately we do not run a phone support or advice line. We need to be able to log all issues via email so we can keep complete records of everything. We will have our Customer Service team reach out to you right away in order to assist with uploading your license. -Electric Tobacconist Customer Care

Posted 5 years ago

“I was very disappointed with the service that I received. I placed my order over two weeks ago and still have yet to receive it. I've placed two "where is my order" requests only to receive two automated messages that I must wait 10 business days before officially reporting the missing package. So, two weeks later, I again submit a "where is my order" request even though their system clearly states that it was shipped the day after I ordered it. I finally receive a message from a human that states "sometimes orders get stuck in the system and don't ship out." In short, my order was never processed. Now I get to wait again to see if I win the package lottery and it will ship this time. Unfortunately, as of this writing, the answer is still no. I did relay my frustration to the customer service rep and was given a %10 off my next order coupon. I guess that means I will save %10 on the next order that I don't receive. Sweet. What a bummer.”

Helpful Report

Posted 5 years ago

Hi Daniel, I am so very sorry you had a negative experience. I have confirmed that your order did indeed ship out on 10/22 and after checking the tracking, have confirmed that it is in transit. I will be happy to discuss any issues you are having at any time and will reach out to you directly today. -Director of Customer Care

Posted 5 years ago

“They sent me an old juul pods they are dark burn fast doesnt last 3 hours because they leek inside the pen, i bought 8 pack and they are all bad, what a waste of money! I hope this doesnt happen again!”

Helpful Report

Posted 5 years ago

Hello, We're very sorry to hear about this! Our Customer Care team will reach out to you immediately in order to address your concern.

Posted 5 years ago

“Never even recieved one of the products I ordered and the rest are garbage”

Helpful Report

Posted 5 years ago

Hi Michelle, We are very sorry to hear one of the products you ordered was missing from your package. We have reached out to your email address. We look forward to hearing back from you so we can solve this issue immediately. Best regards, Customer Care Electric Tobacconist

Posted 5 years ago

“I was placing an order for over $250. Attempting to upload ID for age verification (for the 3rd time), was denied due to "over the 10MB" file size. The file size I was uploading was 1,063 KB, still no go... I uploaded a zip file @ 917 KB, still no go. Called the Help Phone 855-509-5885 two times. The first time Mark responded with "there is nothing we can do". I asked for a manager and he put me on hold for over 5 minutes and I had to call back. 2nd call Ashley picked up said I needed to upload a selfie, (I don't have a cell phone) to upload a picture. My DL has my picture on it, however it was not acceptable. The extremely unprofessional background noise and the lack of help I required...I asked for a manager/supervisor, put on hold, then told on will be on the manager, Samantha, call list today. Reading other reviews about the great delivery, price, etc on Electric Tobacco services, I am taken back by the initial set up.”

Helpful Report

Posted 5 years ago

Hi, We are very sorry to hear you encountered some issues during the age verification process. We have reached out to you privately in hopes to rectify this issue for you. Best regards, Jeff Customer Care

Posted 5 years ago

“Never recieved my package even thought it said delivered. Also was asked to send a picture of me holding my driver's license and the same for my husband. When I refused I was banned from purchasing again and no refund or anything despite getting an email stating they will reach out to me all I ever heard was from a no reply email address. I do not recommend this site at all. I would like someone to get ahold of me either via phone or email from an email that I can reply to. Send me back my money or send my package if not I'm talking to my back about it.”

Helpful Report

Posted 5 years ago

Hi Joleen, We are very sorry to hear about the issue you experienced with the delivery of your package. We have reached out to your email with information regarding your replacement package that is being shipped out this afternoon. We hope this helps and please always feel free to reach out to us with any additional questions or issues you may have. Best regards, Jeff Electric Tobacconist

Posted 5 years ago

“Never got my order. The only thing I recieved was a email stated it was delivered. After that I sent 3 more emails back to the company to tell them I didn't receive order. To this day still no order”

Helpful Report

Posted 5 years ago

Hi Chris, We will reach back out to you immediately. Our records state we offered to re-ship this to you but did not receive a response. We'll get you taken care of, no problem!

Posted 5 years ago

“Buyer beware this company is a fraud. They will take your payments right away only to decline your order after confirmation and the funds being withdrawn from your account. I have made multiple attempts to order because of my order being declined. The emails I received stated for me to repurchase my order once I checked my billing address which I did but the email never stated my payment was already processed. This company failed to mention each failed attempt withdraws money from my account. After countless emails which got me nowhere. I asked several times for them to reach out to me via phone call and of course they did not agree to that. Obviously only a fraudulent company would not agree to call they don’t even have a phone number. I have been a loyal customer for over 6 months and never had any problems until 3 weeks ago. They have no customer service skills and don’t care about there business. And it won’t let you rate there customer service once you start out with a bad review.”

Helpful Report

Posted 5 years ago

Hi Sam, Unfortunately we do not run a phone support or advice line. We need to be able to log all issues via email so we can keep complete records of everything. All products sold on our website are 100% genuine, we only purchase from the manufacturer or licensed distributors. The Electric Tobacconist® is a e-cigarette and e-liquid retailer with offices in by the United States and the United Kingdom. I will be reaching out to you today myself to address the issue with your account and I sincerely apologize for any inconvenience. -Director of Customer Care

Posted 5 years ago

“Awesome service. Shipped out same day and arrived cross-country at my house in 3 days. And the shipping was free. :D UPDATE: Changed 5-star review to a 1-star because during my second order my card was declined because I accidentally put my old address. That would be fine, it's my fault after all, except it's not because they take the money from your account anyway and you have to wait days before its returned to your account. Get a better credit card processing system, completely unacceptable in 2019.”

Helpful Report

Posted 5 years ago

Hi David, We appreciate your feedback. When a transaction is initiated, unfortunately it is then in the bank's hands. I currently don't see any tickets with our Help Desk for your account but if you'd like to reach out we will be happy to further discuss this issue! https://help.electrictobacconist.com/support/home

Posted 5 years ago

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