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 35,057 Reviews

97 %

of reviewers recommend Electric Tobacconist USA

4.8

Based on 35,057 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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“due to delivery issues my ordere was returned to your warehouse. I have not been refunded. T”

Helpful Report

Posted 1 week ago

Hi Catherine, thank you for sharing your feedback with us. We’re very sorry to hear about this. After reviewing the tracking information, I can confirm that the order was not returned to our warehouse and was successfully delivered on March 13th. We kindly suggest checking with other household members or neighbors who might have received the package on your behalf. If you cannot locate the package or have any further inquiries, please don't hesitate to contact our dedicated customer service team via the Help Desk. Best Regards - ET Team

Posted 5 days ago

“The shipment takes a long time.”

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Posted 6 months ago

Hi Milagros Sorry to hear this. We are working on delivery times and although we have improved we are aiming to improve yet further in the coming months. Thanks for your feedback, ET Team

Posted 6 months ago

“Don’t understand why it takes so long to get your order. First time was almost a month. The second time has been 18 days still no package. Can you pay for quicker shipping?”

Helpful Report

Posted 10 months ago

Hi Linda, Sorry to hear you're disappointed with our service. Logic have chosen us as their preferred online partner since they ceased selling online themselves as a result of the PACT Act. This article may help to explain why it takes longer than usually expected to ship vape products in the US: https://www.opptrends.com/fedex-and-ups-wont-ship-vape-products/ Thanks Louis ET Team

Posted 10 months ago

“your shipping is terrible. why does it take so long to receive my order”

Helpful Report

Posted 11 months ago

Thank you for taking the time to let us know about your experience with Electric Tobacconist USA. We are sorry that the shipping of your order took longer than expected. Since the PACT Act came into force, in order to stay compliant with the law we have to use a network of carriers which does mean orders take longer than they did when we were allowed to use USPS, FedEx or UPS. For this reason we strongly encourage customers to stock up and leave enough lead time for orders to arrive. In exchange, we do our best to offer bulk prices that will make this worthwhile. Kind regards, Louis ET Team

Posted 11 months ago

“Ordered on 2/6/23. Have yet to recieve the order. It is now 2/21/23. Carrier says I missed their delivery on Saturday 2/18. Guess what? I have a ring cam and no one was here in my driveway. It is now Tuesday 2/21 and there have been no more attempts? No tracking updated on when I might expect the package? What company is delivering the items purchased? Sure seems like it must be FedEx based on how poor their service is. At this point, I really just hope I recieve my order. I don't think I will be ordering online any more especially from a site that has no phone number to talk to an actual human being!! Where is this "live chat" you say you have?”

Helpful Report

Posted 1 year ago

Hi Mike, I see your order was received the same day you left your review. This was within the timeframe we estimated for you when you placed your order. 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 1 year ago

“My recent order from this company will be my last. I’ve placed 3 or 4 orders and every time it has been a hassle to receive my package. The shipping company they use to deliver to my area is the most incompetent shipping company I have ever dealt with. They say they attempt delivery when they don’t. The last tracking info from my last package ordered on 2-3-23 shows that it has been out for delivery since 2-15-23 at 11:05PM. Today is 2-17-23 at 5:30PM. No update. I sent a message ET yesterday and have not heard back. I have had to do this with every single order.”

Helpful Report

Posted 1 year ago

Hi Joe, Sorry you were not happy with your ordering experience. I see your order was delivered on Saturday 18th Feb, which was inside the delivery estimate we gave when you placed your order. I can see you put in a help ticket which was forwarded to our carriers immediately, but the issue was resolved within 24 hours of your doing so, hence the lack of response from us. Best regards, Louis ET Team

Posted 1 year ago

“at least 20% of pods stop working i keep unit clean and to no avail clean bottom of pod. thinking it might be a charging problem. i put new pod in unit and works fine so problem is with pods. what do i do? edh”

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Posted 1 year ago

“the products were great as always and prices were comparable...however...delivery time was at least three weeks from when i ordered. this unacceptable. i allocate a certain amount of funds each month and when i have to wait, it leaves me no option but to borrow or purchase locally while i wait for my order, or go thru withdrawal. i will never, ever again purchase from you. i will not wait next to a month for an order that should only take a week at most.”

Helpful Report

Posted 1 year ago

Hi Marie, we apologize for the inconvenience the delays seen on your purchase caused. 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 currently estimate 10-16 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. We appreciate your continued patience in this situation and we can assure you that we are working to improve our service as quickly as possible. -Britt, Customer Care

Posted 1 year ago

“NO WAY to reach Customer Service, no Tracking Number received. No idea when my order will come. Can't find an e mail to write, or a Ph # to call”

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Posted 1 year ago

Hi, we are very sorry to hear that you have experienced difficulty reaching our team. We have initiated an email thread to get the ball rolling! -Britt, Customer Care

Posted 1 year ago

“Always get exactly what I ordered but delivery time is ridiculous (2 weeks plus)and tracking information is nonexistent until the last by mile. Sorry, but I won’t be ordering anything else from this company.”

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Posted 1 year ago

Hi Laura, we are happy to hear that your orders arrive with all of the items you purchase. In regards to the slow shipping - we are aware of this concern. Unfortunately, with the passing of the PACT Act legislation, we are now using an independent carrier to complete deliveries. 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. Please note, your tracking information will not provide consistent updates until it reaches the final mile carrier (for local delivery). This occasionally takes up to a week. Thank you for your patience in this situation and we always guarantee that if you do not receive your order, that it will be replaced or you will be refunded accordingly.

Posted 1 year ago

“I have placed two separate orders through Electric Tobacconist on 11/28 and 12/21 of 2022. They have deducted the funds from my account but, I have not received a tracking number for either. I've had to wait a few times longer than expected but, I thought they got better lately. This newest delivery company is hit and miss and without a tracking number I'm left wondering who to contact next. After submitting a ticket there is no one to speak with in customer service. Very frustrated!”

Helpful Report

Posted 1 year ago

Hi Jackie, we are very sorry to hear that you have yet to receive either purchase. Looking at the interactions you have had with our team, we have offered to reship or refund the purchase placed on 11/28 as we have considered this lost. The order placed on 12/21 should be going out for delivery this weekend, according to our carrier. We appreciate your continued patience in this situation. Please feel free to reach out to our support team for the best next step as well as for updates on your most recent order with us. Thank you again for shopping with the Electric Tobacconist.

Posted 1 year ago

“Too many times I’ve bought NJOY pods and they leak or they just don’t work period. Spend your hard earned money else where instead of giving it to a company where you have a 50/50 chance of getting a working pod.”

Helpful Report

Posted 1 year ago

Hi Andrew, we are very sorry to hear that you are experiencing difficulties with some of the pods in your order. At the Electric Tobacconist, we do honor all manufacturer-guaranteed warranties and would be more than happy to assist in getting this situation resolved for you. Please feel free to reach out to us using our HelpDesk for any future hardships that may arise. We have reached out to you via email to get the conversation started. -Britt, Customer Care

Posted 1 year ago

“Posted this couple days ago. “I ordered 2 NJOY Ace Devices. They were priced tag at $.99 on the box. And sold for $9.99. Then I think I figured out why. They were both defective. Could have been a bad lot of them? Either way, I emailed Electric Tobacconist. Asked for 2 replacements, or a refund. NO Response from customer service. UPDATE: Still no response from customer service. Looking at the reviews. They only response to slow deliveries. They don’t respond to defective devices/pods. I will keep posting negative reviews, until I get some response.”

Helpful Report

Posted 1 year ago

David, A CC agent responded to you under an hour after you reported your issue on Tuesday 15th November. We asked several questions with a view to helping and resolving the situation. Please check your spam filter and maybe the response is in there. Kind regards, Louis ET Team

Posted 1 year ago

“I ordered 2 NJOY Ace Devices. They were priced tag at $.99 on the box. And sold for $9.99. Then I think I figured out why. They were both defective. Could have been a bad lot of them? Either way, I emailed Electric Tobacconist. Asked for 2 replacements, or a refund. NO Response from customer service.”

Helpful Report

Posted 1 year ago

Hi Dave, Looking at the interaction you have had with our team, it seems as though this problem has been resolved and you have received credit for your malfunctioning devices. Please always feel free to let our team know if you run into any future difficulties as we would be more than happy to assist where we can. -Britt, Customer Care

Posted 1 year ago

“Still waiting on my order.”

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Posted 1 year ago

Hi Marilyn, thank you for reaching out to our team. Looking at the tracking information for your purchase, it's noted that this package was marked as delivered yesterday. We have reached out to you via email to ensure that you have received this package, and if not, to provide the best next steps. Thank you for shopping with us.

Posted 1 year ago

“The product is good and the prices are good HOWEVER the shipping is HORRIBLE I placed my order on Sept. 19 and it "shipped" on Sept 23 and I finally got my order delivered on Nov 1 -- 5 weeks My advise is to place your 2nd order as soon as you first order ships. I had to go to local vape store to buy my vape juice twice while I was waiting on my order”

Helpful Report

Posted 1 year ago

Hi, we appreciate your feedback in this situation and we are very sorry for the length of time it took your package to arrive. We do urge customers to place their new orders once their current one arrives - this allows for the potential maximum shipping time to be met without inconveniencing you. That being said, we are working with our carrier to lessen their time in transit and to improve their tracking capabilities. We are very thankful for your business and want to assure you that we are not sitting idly by and are taking active steps to improve - your, and all of our customers', insight is very valuable for this reason. Please always feel free to reach out to our team with any additional questions or concerns as we are happy to help. -Britt, Customer Care

Posted 1 year ago

“Shipping takes too long! I think that cup customers deserve faster shipping! Customers Deserve better!”

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Posted 1 year ago

Hi Linda, we are very sorry for the unsatisfactory experience that you have underwent with our carrier. At this time, they are the only legal, compliant medium available for shipping vaping products, so our options are limited. However, we can confirm that we have been seeing major improvements to their service as well as their delivery times. I see multiple recent orders on your account - I have reached out to you via email to ensure that we speak on the correct order giving you trouble. Please also feel free to reach out to us at any time with additional questions or concerns. -Britt, Customer Care

Posted 1 year ago

“The company took out 2 payments for just one ordered and it takes a long time for My credit people to get this talkened care of. I'm not a happy camper.”

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Posted 1 year ago

Hi Debby, we are very sorry to hear that this has occurred! If this happens in the future, please reach out to our team and we'd be happy to refund the extra charge within 24 hours. We'll also give you a discount code for your troubles. -Britt, Customer Care

Posted 1 year ago

“I ordered 180.00 dollars worth of stuff on 9/2 and it said estimated time of delivery 9/19. It's now 9/22 and got nothing and no tracking updates. It would be nice if someone would send a email just to say sorry it's taken a little bit longer. It's bad I don't even know if it's lost or what's going on. I will not be ordering again.”

Helpful Report

Posted 1 year ago

Hi Wilbur, we are very sorry that your order has yet to reach you. We can confirm that we are working towards a solution for the delays seen on some packages. This is a slow-moving process as we are using the only legal shipping company broadly available at this time - since they are the only option, their primary focus is centered on getting as many orders as possible to their final destinations within a timely manner. We will continue to keep our customers updated on the progress that we make with them. In the interim, I have reached out to you via email with more information. You can also respond to this email thread with any additional questions or concerns that arise. -Britt, Customer Care

Posted 1 year ago

“They respond to emails but they never answer the questions that you asked”

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Posted 2 years ago

Hi, thank you very much for your feedback in this situation - this is very helpful in assisting our customer service team's growth. Looking at your interactions with our company, it seems as though you are waiting on a purchase that has been a bit delayed. I have reached out to you via email with pertinent information regarding your purchase, as well as the next possible steps in obtaining your items.

Posted 2 years ago

Electric Tobacconist USA is rated 4.8 based on 35,057 reviews