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: 4.84

4.8 Rating 35,115 Reviews

97 %

of reviewers recommend Electric Tobacconist USA

4.8

Based on 35,115 reviews


Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 94%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Under An Hour
Customer Service	4.7 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Easy

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 27th March 2021

Anonymous

Anonymous // 01/01/2019

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

“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 2 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 2 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 2 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 2 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 2 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 2 years ago

“Shipping sucks and takes forever but great prices”

Helpful Report

Posted 2 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 2 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 2 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 2 years ago

“I ordered my product $300 + on Dec 10, the date for delivery keeps getting punched back - I’ve emailed the company twice and have still not received an email on an update - this is ridiculous - where is my order??????”

Helpful Report

Posted 2 years ago

Hello, I am very sorry that you are currently facing difficulties with your purchase and I would be more than happy to assist immediately. I cannot find a log of any ticket inquiries under the email that you have used to submit this review; however, I think I have found another email used to communicate with us. I will be following up with you on both to ensure that I am able to reach you. Please know that we are not seeing delays on all purchases and the ones that are experiencing a lull are being logged and looked into. We commit to all of our customers complete transparency and that you will either receive your products or will be refunded. You can read more about questions similar in nature at the link here: https://www.electrictobacconist.com/shipping-tracking-i287 I look forward to our future communication regarding your purchase. Please feel free to ask me any questions that come up using this medium as well.

Posted 2 years ago

“I ordered over $200 worth of product on Nov. 16th, it is now Dec. 20 and still no delivery. Every day the tracking is pushed back. I tried to submit a ticket many times and got nowhere. I suspect the function has been turned off on the website. Then I emailed about the order and asked for a refund 5 days ago, but no response. This is the second time I have left a bad review about this order. I have tried to be understanding about shipping difficulties, but I am out of patience. I want my money back immediately!!”

Helpful Report

Posted 2 years ago

Hi Zona, looking at your account with us, I cannot seem to find a submission from you in our database; however, I have reached out to you via email to follow up on this situation. We would be more than happy to reship or refund your purchase at this time. We guarantee that our customers will either receive their orders or be compensated accordingly. In accordance with the PACT Act legislation put in place mid-October, we are no longer able to use the Postal Service. Additionally, UPS, FedEx, DHL, and all other major shipping companies have enacted similar policies internally. We are currently working with independent couriers to make compliant deliveries: we understand that there has been an occasional delay; though we can assure you that this will not be our new norm going forward. We are actively looking to augment our service and foresee this situation improving in the near future.

Posted 2 years ago

“I am very unhappy with the poor tracking and terrible level of communication. I order some coils on Dec 6th, today is Dec 20th and I still have not received my order, nor is there anyway to track the package. I have to sign for the package so need to know when it will arrive to make sure I'm available. When I contacted the help desk I was sent a standard email that shed no light on the situation and basically said be patient, seriously!!!!”

Helpful Report

Posted 2 years ago

I appreciate your continued patience in this scenario and I am very sorry that your order has not arrived in a timely fashion. I can confirm that we are working on not only improving the service level of our current partners, but are looking to expand our service range with reputable sources as much as possible. I have reached out to you via email to follow up on this situation - please feel free to ask me any questions that may arise in this medium at your leisure.

Posted 2 years ago

“never got”

Helpful Report

Posted 2 years ago

Looking at your purchase history with us, it seems as though our team offered to reship this purchase to you as you had not received it. Once you responded, we reshipped this immediately to your location. We want to extend our apologies for the situation that befell your purchase and we can assure you that we are doing everything in our power to resolve these circumstances as quickly as possible. We greatly appreciate the patience that you have given us throughout the difficulties that we have experienced from losing USPS as a provider.

Posted 2 years ago

“Shipping with this new delivery company has been a nightmare. Order is delayed, delayed and delayed extra days. After reading previous reviews, really do not expect my order to ever get to New Jersey. It would have been helpful to let your patrons know this in advance. Thankfully, if not received in a month, ET will provide a full refund. Perhaps I will dispute my Visa bill. Great service if you live in Colorado, but fear for those of us living on the east coast, not so much!”

Helpful Report

Posted 2 years ago

Hi Gina, I appreciate your patience and knowledge in this situation as we work to overcome difficulties presented by losing USPS along with all major shipping companies as providers. We do commit to providing refunds to customers whose packages do not arrive and can confirm that we are making gallant strides in expanding our service range and reliability. I have reached out to you via email so that we can discuss the whereabouts of your order. We can also facilitate a conversation wherein I am able to answer any questions that you may have with the knowledge that I know - I will then be able to reach out to our carrier concerning anything that I am not familiar with regarding the intricacies of your purchase.

Posted 2 years ago

“Incredibly long and expensive shipping. Nearly 20 days now. A dollar each day I suppose.”

Helpful Report

Posted 2 years ago

Hi Levi, thank you very much for reaching out to us in this capacity so that we are able to address the difficulties present with your purchase. I am very sorry that it is undergoing the current delays and I want to assure you that we are investigating orders that are experiencing the same. We are very appreciative of our customers that have been patient as we understand that this can be a very frustrating and worrying scenario. We are making strides in improving not only delivery times, but also tracking availability and accuracy with each week as we acclimate to our new service partners. I have reached out to you via email to follow up on this situation and to answer any questions that you may have insofar as your order.

Posted 2 years ago

“I placed my order nearly 2 weeks ago, and I just found out that my shipment is delayed almost another week. I will most likely have to buy at a local shop as this order took much longer than expected.”

Helpful Report

Posted 2 years ago

I am very sorry that your order has not arrived in a timely manner and I will work to resolve this for you as quickly as possible. Unfortunately, our shipping partners are experiencing slight delays due to an increase in bandwidth as well as new regulations put in place by the PACT Act legislation. Please know that we are working adamantly with them to rectify these occurrences as quickly as possible. In regards to your purchase, I have followed up with you via email so that we can work together on the best resolution.

Posted 2 years ago

“I placed an order Nov 29th and the tracking info has been stating it’s out for delivery since Dec 6th. I went to their site and due to new regulations regarding the shipping of nicotine or vape products, they have to use a new shipping carrier and are having issues. The site requests you wait 21 days, (3 weeks!) before contacting them for assistance resolving any shipping issues concerning delays. I emailed them anyways and received an email explaining the new rules and regulations. I understand all of that. However, customers should receive some kind of message or notice about potential shipping delays BEFORE placing an order. Customer service is all about setting realistic expectations. I would never expect it to take so long to receive an order. It’s not as if I ordered a piece of furniture! Also, I placed an order with a different vape retailer the same day I ordered from this business, and that shipment arrived 4 days later. Unfortunately, they don’t carry both the brands I buy. This is the first and last time I will ever order from this company. Also, don’t bother responding to this review with another explanation detailing the changes in regulations and reasons why the shipping times are so extensive. I already read all about it on the site, the emails I received, and the replies to everyone else’s complaints. That doesn’t change the fact I was completely unprepared to wait a much longer than average time period to receive my order.”

Helpful Report

Posted 2 years ago

We appreciate your feedback in this situation and we will work towards improving our communication for future occurrences of this nature. While we are seeing some packages experience delays, we can confirm that not all of our shipments going out are undergoing the same difficulties. We are working closely with our shipping partners to rectify these concerns as quickly as possible whilst also constantly expanding our shipping range and carrier options. As such, we do not expect this to be the new norm and foresee this changing in the near future. We are having internal discussions consistently surrounding how best to approach the current state of the industry and how the Electric Tobacconist will return to the standards that we have strived to uphold for so long.

Posted 2 years ago

“Before check out it said I was getting a discount for shipping per my order price was over $50 but then when I checked the shipping price went up by $10.00. There was not option to change. Also the price of my products show one price before check out but then after check out the price is the items were higher.”

Helpful Report

Posted 2 years ago

We can confirm that there was no price change in your shipping price for your purchase with us. Looking at your location, your zip code is included in our Version 2 shipping breakdown in lieu of Version 1. With the bandwidth that our carrier can currently handle, some areas' costs are slightly higher than others. Please know that we are working on expanding our service range and decreasing these prices as quickly as possible. You can view the price changes on our shipping page; this information is also stated during the checkout process so that you are consistently aware of what you will be paying and why: https://www.electrictobacconist.com/shipping-information-i167 We hope that this helps to provide a clearer image as to what happened with your order and please do feel free to reach out to us via email (hello@electrictobacconist.com) in the event that you have any further questions or concerns.

Posted 2 years ago

“I wish I was informed BEFORE placing my order, that it was being shipped by a third party carrier with longer shipping times and no tracking. I would have never placed an order, but I guess that’s why you don nit inform people until after they pay. STILL WAITING FOR MY ORDER”

Helpful Report

Posted 2 years ago

I am very sorry that your order has yet to reach you. On our shipping information page as well as during the checkout process, you will see notices that indicate that we are no longer able to ship through USPS, or any other major shipping company, and are now working with independent couriers to complete deliveries. Insofar as your current purchase with us, I have followed up with you via email with your tracking information as well as further details regarding the PACT Act legislation and what this means for our industry.

Posted 2 years ago

“I used to love ET... not anymore! My last order was dispatched 11/15/21 & I still haven't received. When I wrote explaining that the provided tracking number says it's processing in my town with everyday being moved to the next day estimated delivery... ET asked for my patience. Alrighty then, I understand the postal changes & restrictions, but this is beyond belief. I'm beginning to believe that they have changed Totally Wicked into a scam as others are mentioning.”

Helpful Report

Posted 2 years ago

We are very sorry to hear that your order has yet to reach you and would be more than happy to provide further clarification on this situation. 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. Looking at the tracking information for your purchase, it seems as though another update was inputted this morning which leads us to believe that your package is still actively in transit to your location. I have followed up on this situation with you via email to discuss further in the event that you find a lull in notifications. We thank you for your understanding in this situation as we overcome unforeseen difficulties presented by the aforementioned legislation.

Posted 2 years ago

“I placed first order on Oct 27th, 2nd order on Nov 5th, after weeks sitting in UT they were shipped to KY where they sat for 2 weeks. Finally delivered to Chattanooga, TN (where they were suppose to be) on Nov 22 and there they have sat since. It is now Dec 6th and every day they push delivery back another day. I have ordered from ET for over 8 years and this is the second time this has happen. Both times being shipped by XL. I'm ready to ask for refund because it's over $300 worth.”

Helpful Report

Posted 2 years ago

Hi Deborah, we apologize that your order has not reached you in a manner at which you find acceptable. Looking at our support team's previous interactions with you, it looks as though they have offered to reship or refund this purchase for you and are currently awaiting your response. To provide a bit more information on this situation: unfortunately, our shipping partners are facing some delays in completing deliveries due to the PACT Act legislation as well as a lack of bandwidth to properly process our shipments. We have received confirmation from them that this situation should be resolved shortly and we are very grateful for your patience while we work towards a better tomorrow.

Posted 2 years ago

“I am sad because someone referred me to this site for NJOY products I used to LOVE so whatever it took was worth it but now I have been refusing to stock up on less loved products assuming my product was on its way! I ordered on November 24th and it is now December 4th...the tracking info says the delivery date is a day later every single time I check it. Apparently it was in Salt Lake City Utah FROM Wyoming which is even further than the East coast...then it sat there for the past 3 days. I know there are shipping issues right now from what I am reading but this is so frustrating when your paying extra 7 bucks for shipping when jt is less than standard ground! Much less! I am scared it is going to be a month before receiving and this is just NOT what I expected. Hope this gets resolved soon and I understand it is not the fault of Electric T but something has to give or give discounts! If someone could maybe even give me a more accurate estimated delivery date that would help too so I know what I should buy in the meantime as I don't have much time to.shop IN person. Thanks in advance. I pray.”

Helpful Report

Posted 2 years ago

Hi Monica, I am very sorry that this uncomfortable situation is occurring and I am here to provide more information. One of our Virginia shipments did experience a slight delay in getting unloaded into the central distribution facility; however, this has since been rectified and we should not see any further difficulties in that regard. Your order should now be actively in transit to your location without delay. I have followed up with you via email to provide the next best steps in receiving your order in the event that you feel as though it has not been updated regularly.

Posted 2 years ago

“Xshipping takes weeks and weeks. Delivery date keeps getting pushed further and further out.”

Helpful Report

Posted 2 years ago

Thank you for contacting the Electric Tobacconist. USPS recently banned the shipment of all vaping products. This is in addition to similar bans UPS, DHL, FedEx, and every other major shipping company implemented earlier this year. X-Delivery is currently the only compliant provider that services your region. Packages shipped through this carrier are passed through a series of carriers rather than directly to a local distribution center. This can cause unusual shipping routes and slightly longer transit times. Please note that other retailers in our industry have switched to using X-Delivery as well, thus resulting in further delays. We sincerely apologize for the inconvenience that these delays have caused you. We are working tirelessly with the shipping company to resolve these issues and we expect that these transit times will be reduced in the near future once they become more acclimated to these new regulations and larger bandwidth.

Posted 2 years ago

“My order was shipped November 2nd and I still do not have it. It has been sitting in a processing facility in my town for a week. I sent an email to support and have not heard back. I will not be using this company again. $12.99 for shipping when it takes a month? No thanks.”

Helpful Report

Posted 2 years ago

Hi Emma, thank you for contacting the Electric Tobacconist. Unfortunately, USPS, FedEx, DHL, and UPS have banned the shipment of all vaping products. Because of this, we have had to partner with two compliant regional providers. These carriers do not have the same infrastructure that you are used to seeing with other major shipping companies and therefore have slightly longer transit times. Additionally, because of the USPS ban that took effect last month, our shipping partners are experiencing some delays due to increased shipping volumes. We apologize for the inconvenience that this causes you and we can assure you that we are working closely with the shipping company to resolve these issues. It looks as though we have a current email thread with you; however, I have followed up on our conversation - if you could please check this at your earliest convenience, I would be happy to assist you further.

Posted 2 years ago

Electric Tobacconist USA is rated 4.8 based on 35,115 reviews