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 35,592 Reviews

96 %

of reviewers recommend Electric Tobacconist USA

4.8

Based on 35,592 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

“ET We ship when we feel like it”

Helpful Report

Posted 3 years ago

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 at this time is Standard Regional Carrier. We ask that you please check out our Shipping FAQ page for more information: https://www.electrictobacconist.com/shipping-tracking-i287 Since they don't have the same infrastructure as the Postal Service your package may take unusual routes as it is passed through a network of carriers rather than directly to a local distribution center. We have also seen slightly longer transit times as well as occasional delays in tracking updates. We are working with their technical support team to rectify these concerns as quickly as possible. We are working with them to improve communication and notify you of delivery time windows, and we will keep you updated as we make progress.

Posted 3 years ago

“Not sure about all the 5 stars review saying fast shipping. Ordered my juice 2 weeks ago and it just shipped. Customer service is helpful, they reply right away. But doesn't really solve the slow shipping.”

Helpful Report

Posted 3 years ago

Hi Mike, I am very sorry to hear that you have had a poor experience with our carrier and want to assure you that we are working closely with them to rectify these concerns as quickly as possible. I've taken a look at your tracking information and it does look as though you have had a couple of updates as of yesterday - I want to clarify that all of our packages leave the same day if placed before 2PM MST. The note that you are seeing regarding the package 'just shipping' is an indication that it has been tendered to the final mile carrier by the branch carrier, not that it has just shipped from our warehouse. We appreciate that this is a very frustrating situation and want to say again that we are aware of this issue and are working towards resolution.

Posted 3 years ago

“I ordered on their 5 for $55 deal for the Juice Head disposable vapes. I ordered 10 of them. The order was "Dispatched" on June 8th with a delivery date of the 16th. Every day, they delivery date was pushed back a day until it stopped at the 24th. I contacted them about this, and the fact that there were no updates other than the dispatch and expected delivery date, they told me to just wait and see if it changes by the 22nd then contact them back. I received the vapes on the 21st and was ecstatic. The Joy quickly faded away when the first two Vapes that I opened, not only smelled like paint but, did not work. The response I got was to open all of them to see if they work and then get back with them to tell them how many do not work. So they want me to open $110 worth of products to let them go bad. Cool. Nope. Not shopping here again.”

Helpful Report

Posted 3 years ago

We are currently working with our shipper to rectify these concerns. We appreciate your patience. We only ask that you try all of your items before we take care of the concern. This is not to indicate that you need to open them immediately, but we want to ensure that all defective material is handled at once in lieu of sending multiple RMA labels. You are welcome to take your time and respond to our email thread when you are ready.

Posted 3 years ago

“I ordered on the 29th on May, Everyday I get a shipping response that it will come the next day.. This has been going on for about 30 days now. DO NOT USE THESE GUYS!!! If you order they will try to use the PACT Act as an excuse. But I ordered from another company and got my vape juice in about a week.. So these guys are inept and impotent!”

Helpful Report

Posted 3 years ago

Hi SlimJay, we are aware of these concerns and we can assure you that we are working adamantly with our carrier to ensure that this does not happen in the future. In the event that you do not have your package in your possession by Monday, please reach out to us as we would be more than happy to either reship or refund this for you at that time.

Posted 3 years ago

“What state excise tax. Half the cost of order. Cheaper to buy in town”

Helpful Report

Posted 3 years ago

Thank you for reaching out to the Electric Tobacconist. To provide some clarification, some states have imposed a tax on nicotine products. This tax is in addition to any sales tax on an order. You can view the full list of our state excise taxes here: https://www.electrictobacconist.com/state-excise-taxes-on-vaping-products-i268 We understand that these additional charges can be frustrating; however, we have to include this tax in order to be compliant with the law.

Posted 3 years ago

“I can buy them in a local store cheaper than that”

Helpful Report

Posted 3 years ago

Hello, I am very sorry to hear that you have not had a satisfactory experience shopping with us. We can confirm that we price all of our items either in accordance with manufacturer ideals or in competitive nature with the current market. We do also offer reduced shipping prices for more money spent as well as no adult signature fees.

Posted 3 years ago

“Still waiting”

Helpful Report

Posted 3 years ago

Hi John, I'm very sorry to hear that you have yet to receive your purchase and I can confirm that we are working adamantly with our carrier to ensure that happenings such as this do not occur in the future. I have reached out to you via email to relay the next best steps in getting your order as quickly as possible. We appreciate your continued patience in this situation.

Posted 3 years ago

“Will never order again. Took 12 days for a large order. DONE with this Company”

Helpful Report

Posted 3 years ago

“Very high price and slow shipping”

Helpful Report

Posted 3 years ago

Hi Mark, we greatly appreciate your feedback in this situation. We are very happy that you have received your purchase successfully and apologize for the delays seen in obtaining your order. We price all of our products in a competitive nature compared to other online presences and offer multibuys and discounts for a myriad of different items. Additionally, in signing up for our newsletter, you will receive an automatic 10% discount code for your next purchase. If you experience delays in receiving what you have ordered, please do not hesitate to reach out to us so that we are able to provide as much assistance as possible.

Posted 3 years ago

“I this day and age it should not take more than 15 days to get an order of over $300 shipped to me. I will not be ordering from this company again.”

Helpful Report

Posted 3 years ago

Hi, I am very sorry that you experienced difficulties obtaining your purchase and I would be more than happy to provide clarity on this situation. In agreement with the PACT Act legislation, we are no longer able to ship with USPS, and all other major shipping companies made similar internal policy. Thus, we are using independent carriers to make compliant deliveries. There have been a few hitches in creating a smooth transition; however, we can confirm that we are not only working with our current providers to improve their quality of service, but are also looking to expand by onboarding more reputable alternatives where possible. I was unable to find an account under the email that you have created this review with; however, if you find that you have not received your purchase within a reasonable timeframe, please reach out to us using our HelpDesk so that we are able to provide as much assistance as possible.

Posted 3 years ago

“It's been over a month since I ordered and haven't received any product yet”

Helpful Report

Posted 3 years ago

Hi Roger, I am very sorry that your shipping experience with us has been less than satisfactory. It looks as though the reshipment of your package was marked as delivered today and I have followed up with you via email to ensure that this was successfully received. I can confirm that our shipping standards are steadily increasing as we continue to monitor and improve our current carriers' standards, while also onboarding compliant alternatives where possible. We appreciate your patience in this situation as we work to ensure that all of our customers receive their products in a timely manner.

Posted 3 years ago

“The product is great but you never know when you will get it. I ordered on February 25 and I’m told I have to wait until March 25 for a reship or refund. The tracking link is virtually useless. Response from customer service is quick.”

Helpful Report

Posted 3 years ago

Hi Robert, I am very sorry that your order has yet to reach you. At this moment, our reshipment/refund timeframe is extended; however, this is not a delivery estimate, but rather the maximum amount of time our policy dictates before a reshipment or refund. It takes this long for us to be sure that the package has been lost. Even after we have provided a reshipment or refund, you can expect that the original package will arrive. Please know that we are working adamantly with our current providers to rectify these delays as quickly as possible. Additionally, we are onboarding more reliable compliant alternatives wherever possible. We appreciate your continued patience whilst we overcome losing USPS as a carrier.

Posted 3 years ago

“I ordered a very larger order from Electric Tobacconist for the 1st time & it will be our last. They were shipping from Colorado to Virginia, and decided to go to Canada 1st. Needless to say, we did not receive order until 3 weeks later. All the Vuse pod refills were stale & dark in color, as well as 1 2 60ml bottles of juice….only 3 bottles out of everything ordered were not completely stale. The pic below shows new pods we had to buy elsewhere on the left, and the dark colored 1 on right from Electric tobacconist.”

Helpful Report

Posted 3 years ago

Hi Carly, I am very sorry to hear about the unsatisfactory experience you've had with your first order from us. To provide some clarification on our shipping, please note that all major shipping companies have banned the shipment of all vaping products, including USPS. As a result of this, we have partnered with two independent carriers. These carriers do not have the same infrastructure as other shipping companies do. Your package was shipped through X Delivery; packages shipped through this carrier are sent to the carrier's main distribution center in Ontario, California where they are processed and sorted. They are then shipped out to the final mile carriers that will be delivering the package. Because of this, transit times will exceed what you are used to seeing and shipping routes may look unusual compared to the routes of other shipping companies. We can assure you that this is not the new norm for shipping. We are constantly working with these providers to reduce their transit times and improve their services in addition to looking for other shipping options so that we can provide the best customer experience. I am also very sorry to hear that you had issues with some of your products. I have followed up with you via email so that we can get this rectified as soon as possible.

Posted 3 years ago

“Website is great, products they sell are great. Shipping and customer service are terrible. It takes weeks to a month to receive product. Customer service just repeats the same thing about the Pact act, when clearly an order is simply stuck in transit and requires a quick status check with the shipper. They won’t reship or refund until it’s been lost for at least 30 days.”

Helpful Report

Posted 3 years ago

Hi Jodi, I am very sorry that you have not had a satisfactory experience with both our shipping partner as well as our customer service team. Unfortunately, once a parcel leaves our warehouse, we are unable to control the speed at which it arrives. With the PACT Act legislation in effect, we are not able to expedite shipping speeds for the time being. Once we hear from our partner that a package has been lost in transit, we would be more than happy to preemptively reship or refund the purchase prior to the 30-day mark; however, without this confirmation, we are required to wait that time period.

Posted 3 years ago

“The batteries I bought worked about 30-40 puffs after being fully charged! Now they will not hold a charge! Did I get a bad batch of batteries? Let me know how we can resolve this problem? Thanks”

Helpful Report

Posted 3 years ago

Hi Scott, I am very sorry that your batteries are not operating properly. I have reached out to you via email to get this rectified as soon as possible!

Posted 3 years ago

“I have a hard time writing this review since I have not received my order from 01-27-2022 when they said it was shipped. you asked had long it took for the delivery its going on 2 months.”

Helpful Report

Posted 3 years ago

Hi David, I am very sorry that you have yet to receive this purchase. It looks as though we offered to reship or refund your order the same day of your initial inquiry (Feb 22) and have yet to receive a response. I've followed up with you, so please respond to this at your earliest convenience so we can get this taken care of for you as quickly as possible. We appreciate your continued patience in this situation; please let us know if you have any additional questions or concerns!

Posted 3 years ago

“Unable to deliver product. Two orders in a row, not received, about to cancel the second one for refund. ET says they are unable to track the order once it leaves their facility. Unreliable.”

Helpful Report

Posted 3 years ago

Hi Cheryl, I am very sorry that your orders did not reach you in a timely manner. Looking at our interactions, it seems as though both orders have been refunded under our Shipping Guarantee offered to all customers. I can confirm that we are actively onboarding an alternative to our current shipping options to offer better delivery times and tracking information, while also working on improving the service of our current providers. We greatly appreciate your continued patience in this situation.

Posted 3 years ago

“You better order these a month or more before you need them, because shipping time is outrageous.”

Helpful Report

Posted 3 years ago

Hi Cindy, I am very sorry that your orders are taking longer than usual to reach your location. We can confirm that we are not only working with our current providers to better their delivery times, but we are also in the process of onboarding alternatives. This will allow us to reach more of our customers while also decreasing our packages' arrival time. We appreciate your continued patience in this situation as we steadily becoming further acclimated to the post-USPS shipping atmosphere.

Posted 3 years ago

“This company has the worst delivery times of any company I have ever bought from. My last order took 3.5 weeks from the time I ordered to actually received. The previous order was 2.5 weeks. Why???”

Helpful Report

Posted 3 years ago

In consequence 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 congruent policies surrounding the prohibition of shipping nicotine products. The only provider available in your region at this time is our Standard Regional Carrier. We ask that you please check out our Shipping FAQ page for more information: https://www.electrictobacconist.com/shipping-tracking-i287 Our options have slightly longer transit times as well as occasional delays in tracking updates; however, we can confirm that in working with them we will be able to reduce this over the coming weeks. However, with the infrastructure and bandwidth that this carrier has, their delivery times will exceed what you are used to with USPS. We extend our thanks for your patience as we work towards this and we will be continuously providing you with updates regarding our progress. We do sincerely apologize for any inconvenience that this has caused you; please do let us know if you have any further questions or concerns in the interim by contacting our HelpDesk: https://help.electrictobacconist.com/support/tickets/new

Posted 3 years ago

“I never received it”

Helpful Report

Posted 3 years ago

Hi John, I am very sorry that your order didn't reach you. Inaccordance with our Shipping Guarantee, we commit that all customers will receive their package or a refund. As your order did not arrive, we refunded your purchase on February 13th. Once again, I sincerely apologize for the experience you had with your recent order. I can assure you that we are working closely with our shipping partners to improve their services as well as looking at other shipping options. We foresee improvements happening in the coming weeks once these providers get acclimated to the new regulations and larger bandwidth.

Posted 3 years ago

Electric Tobacconist USA is rated 4.8 based on 35,592 reviews