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 35,686 Reviews

96 %

of reviewers recommend Electric Tobacconist USA

4.8

Based on 35,686 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“My order was shipped 37 days ago and was expected to be delivered four weeks ago. I'm still waiting. When I contacted customer service, they told me they would refund the order after a certain amount of more time had passed without delivery or they could reship with the same carrier, which could take another 30 days. They have a good selection and competitive prices, but their shipping (which I paid for) is the worst I've ever seen. No other competitor I've used has performed so poorly.”

Helpful Report

Posted 3 years ago

Hi, we greatly appreciate your feedback in this situation as we are constantly growing and improving our service. Looking at our interaction via our HelpDesk portal, it seems as though we offered to reship this purchase for you if it had not been received on the first of this month. The Electric Tobacconist Shipping Guarantee ensures that all of our customers either receive their products, or are refunded accordingly. There is the potential for delays for reshipments as well, though we see a majority of these shipments reach their final destinations within a reasonable timeframe. The 30-day notice on the response that you received serves only as additional information regarding our policy in the event that the secondary shipment is lost as well. We would like to emphasize that this does not take place at a frequent rate. In order to get this situation resolved for you in the most efficient manner possible, I have followed up with you over email with the next best steps for your order.

Posted 3 years ago

“I placed two large / expensive orders for Njoy Daily Menthol -- one in December and one in January -- it is now February 10th and I HAVE NOT RECEIVED EITHER ORDER. The shipping is TERRIBLE. When checking on the shipping portal all it has said the entire time is "no delivery date available'. Packages do not show moving from the first stop. JUST AWFUL shippiing service -- I have contacted Electric Tobacconist -- they've done nothing to help me.”

Helpful Report

Posted 3 years ago

Hi Karen, I am very sorry that you have not received either of your two most recent orders with us and I would be more than happy to provide clarity on this situation. Looking at the interactions held between yourself and our team, it seems as though your most recent inquiry with us was responded to within 30 minutes of its creation. We offered to reship or refund your order from January 4th on the first of this month, if it had not been received by then. And followed up with the same offer for the order from the 17th, if that one had also been lost. Since we have not heard from you since then, there has been no further action taken on either purchase. However, I have reached out to you via email to resolve this situation as quickly as possible in congruence with our Shipping Guarantee extending to all customers.

Posted 3 years ago

“Very satisfied with product I always receive. Even with the longer shipping times it always arrives in the projected time so I know when to expect it and am able to track it. Great job guys and I will continue to be a loyal customer!”

Helpful Report

Posted 3 years ago

“Delivery SUCKS and no way to get an answer from anyone.”

Helpful Report

Posted 3 years ago

Hi, I am very sorry that your shipping experience with us has not been up to par and we want to assure you that we are continuously working with our carriers to bolster their quality of service. Looking at the interactions that our team has had with you, it seems as though we offered to issue a reshipment or refund on the 18th of this month in the event that you did not have your purchase in your possession by that time. We guarantee to all of our customers that they will either receive their purchase or will be refunded accordingly. We appreciate your continued patience and understanding in this situation; I have followed up with you via our email thread with you earlier today to assert this claim once more.

Posted 3 years ago

“Delivery changes are maddening. If your ordering right after you receive your order because delivery takes so, so long & I end up going elsewhere to buy pods to tide me over, sometimes buying twice before my order arrives.”

Helpful Report

Posted 3 years ago

I am very sorry for the delays seen on your purchases and I want to assure you that we are working adamantly with our current carriers to rectify these setbacks as quickly as possible. Additionally, we are actively looking to expand our service range and delivery capabilities by way of onboarding compliant alternatives. We appreciate your continued patience in this situation whilst we overcome difficulties presented by the PACT Act legislation.

Posted 3 years ago

“didnt receive my order but their support is awesome, will try again in the future.”

Helpful Report

Posted 3 years ago

“It is very easy to place my order and the delivery time is very reasonable. I did have an issue with an order not arriving several months ago and the immediately took care of the problem and my order was replaced right away. I'm a happy customer!”

Helpful Report

Posted 3 years ago

“Ordered from here so many times. Arrives very very quickly. Great deals and always has stock. Will order again and again!”

Helpful Report

Posted 3 years ago

“Always happy with products and only had one small problem and with a quick email everything was sorted within thirty minutes no fuss, would recommend this seller to everyone.”

Helpful Report

Posted 3 years ago

“They're so incredible, they keep us informed about every step of our delivery!Thank you to All that keep us updated and supplied!”

Helpful Report

Posted 3 years ago

“They either have what I need or something comparable.”

Helpful Report

Posted 3 years ago

“They removed the reviews/same day dispatch! Company is going under…”

Helpful Report

Posted 3 years ago

We appreciate your reaching out and would be more than happy to provide clarity on this situation. You can view our review rating on our homepage under the heading "Our Customers Love Us!" and we can confirm that all purchases placed before 2PM MST leave our warehouse the same day and are tendered to our carriers at that time. Please always feel free to let us know if you have any further questions or concerns as we would be glad to assist wherever we can.

Posted 3 years ago

“Not very happy...I ordered my vapes in December 17,2021 and again in January 2022... total money was close to 5 hundred dollars and STILL NO VAPES... with the delivery service prior i never had these issues but with this new service...i just am not satisfied....can y'all please either send my vapes or refund my money.... just fustrating ....thank you”

Helpful Report

Posted 3 years ago

Hi Linda, I am sorry that you have yet to receive your orders. Unfortunately, as a result of the PACT Act legislation, USPS banned the shipment of all nicotine products on October 21st, 2021. FedEx, UPS, DHL, and all other major shipping companies have decided to make the same decision. As such, we have partnered with two private carriers to complete compliant deliveries. These providers do not have the same infrastructure as other companies like USPS or FedEx. Instead of going directly to a local distribution center like the post office, packages shipped through these carriers are sent directly to a central distribution center where they are then sorted and shipped through a network of smaller couriers. Additionally, every other retailer in our industry is facing the same shipping difficulties that we are. They have also had to switch to these independent carriers and as a result, the shipping companies are experiencing some delays due to increased shipping volumes. I do apologize for the inconvenience that these delays have caused you. Looking at your account, I can see that we have already reshipped your December order. If you do not have your January order in your possession by the end of next week, please contact us and we would be happy to assist you further.

Posted 3 years ago

“7 weeks, and still nothing. I contacted customer service 4 weeks in and was told "Sorry we have a new shipping partner..." with no offer to make things right. Now, three weeks later I still haven't received my order, and have no word from the shipping partner or ET on the status. Poor communication, poor customer service...”

Helpful Report

Posted 3 years ago

Hi Chris, I am very sorry for the delays that you have experienced with your order. As we no longer have the ability to ship through any major shipping company, including USPS and FedEx, we partnered with two independent carriers. These providers do not have the same infrastructure as other companies and as a result of this, their transit times are longer than what you are used to seeing. I just reviewed our email conversations with you. To provide some clarification, when you first contacted us regarding your order, it had been 22 days since you had placed your order. Our policy states that we are currently waiting 30 days to take action on purchases as it is taking some packages that long to be delivered. We asked that you reach out to us if you did not have your order in your possession by the 13th. Unfortunately, since we had not heard from you since your first email, we hadn't reshipped or refunded your order yet. It appears that you contacted us yesterday and as soon as we received confirmation, we reshipped your order. Once again, I apologize for the problems surrounding this purchase. We are working tirelessly with the shipping company to reduce their transit times, however, this is a relatively slow process since they are still getting acclimated to the larger bandwidth. We appreciate your patience as we work towards getting back to the shipping standards our customers were used to seeing before the new regulations were enacted.

Posted 3 years ago

“Shipping is garbage. I appreciate that the transition from USPS has been/will be difficult, especially with the ongoing pandemic. But, the company clearly recognizes the faults with X delivery - having FAQs dedicated to them - but continues to rely on them. My shipment went the wrong way, sat for a week, was said to be being expedited, went the right way, and has sat for another week. Wholly unacceptable, and for the company to continue to rely on this company for logistics is moronic.”

Helpful Report

Posted 3 years ago

As you know, 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. As such, we are now reliant on two private carriers that make compliant deliveries. The only provider available in your region at this time is X Delivery which is why we are consistently relying upon them to transport your purchases. I apologize that they have not provided a satisfactory experience, and I can assure you that we are looking to not only improve their service, but also to expand our partnerships as well. I have reached out to you via email to follow up on this situation and to reach a resolution as quickly as possible.

Posted 3 years ago

“Best disposable vapes out there. No brand comes close to ignite 😍😍”

Helpful Report

Posted 3 years ago

“Not happy anymore! I was happy doing business with Electric Tobacconist at the beginning, when they had free shipping on orders under $35, all the suddenly the company got greedy with its valued customers, they exaggerate on their shipping high prices, if a small bottle item of Nic-salt juice 10ml costing $14 on their website, they charge $12.99 of normal shipping fee, that is too much money, they lost my monthly reorder shopping expense and doing business with me. As a Business graduate, I do understand all the aspects of a business, and find out this company simply got greedy in doing business and not to blame the Postal Service, not the federal government taxation on its tobacco and vaping products.”

Helpful Report

Posted 3 years ago

Hi Luis, I would be more than happy to provide some clarification on this situation. We currently have two price breakdowns for shipments (which can be found linked at the end). Our shipping prices have increased since the PACT Act legislation has gone into effect. The reasoning behind this is due to the fact that our new shipping partners follow a very limited routing structure for their parcels. In this fashion, they have increased their rates until they are able to adapt to the new bandwidth that has been introduced to their system. While we do not currently have a timeframe for this change; however, we foresee an amelioration in our rates happening in the near future. We can confirm that we are working adamantly with them, as well as looking to partner with additional companies, to improve our range and delivery times. We are very sorry for the inconvenience that this has caused you. Please let us know if there are any further questions that you have. As always, if you have any concerns regarding what shipping category you fall into, or have questions about shipping availability in your region, you are welcome to reach out to our HelpDesk at any time. Shipping Information page: https://www.electrictobacconist.com/shipping-information-i167

Posted 3 years ago

“I put in a order on December 16th and still haven't got my order .not very happy”

Helpful Report

Posted 3 years ago

Hello, I am very sorry for the inconvenience the delays seen on your package have caused you. I can confirm that we have made long strides in improving our partners' tracking capabilities and are looking forward to continuing this momentum for the foreseeable future. Please know that we are working daily on returning to the shipping standards that we have upheld until the introduction of the PACT Act legislation. Looking at the interaction held between you and our team members, your purchase was refunded in full as it did not arrive in a timely manner. The Electric Tobacconist commits to all of our customers that you will either receive your products or will be refunded accordingly.

Posted 3 years ago

“Placed order 1/4 - it’s now 1/18 and still don’t have product. Apparently it takes over a week to get from one destination to another. It takes one week to get to my home from its current location which is only less than an hour away. I understand delays. Apparently the shipping company cannot update its information so why use the shipping company? My last shipment went from Salt Lake City to California where I am at back to Salt Lake City. Most unreliable delivery company I have ever had to deal with. I wanted to give them another chance, however I think this time I am done.”

Helpful Report

Posted 3 years ago

Hi, I am very sorry to hear that your package has experienced delays and I can assure you that we are working adamantly with our current partners along with onboarding new opportunities to augment our delivery capabilities. Looking at the tracking information for your purchase, it seems as though it has been updated within the last 24 hours which leads us to believe that your package is actively en route to your location. I have reached out to you via email to further our discussion concerning your parcel as well as the next steps in getting this to you or your money back.

Posted 3 years ago

“The best customer service and always accurate orders! My orders run late now due to the new shipping laws but their customer service is top notch on helping when it's been extra long. It takes almost 3 weeks now. It was super fast before. I know this isn't the company's fault and will continue to order here (just need to order early!).”

Helpful Report

Posted 3 years ago

Electric Tobacconist USA is rated 4.8 based on 35,686 reviews