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 35,465 Reviews

97 %

of reviewers recommend Electric Tobacconist USA

4.8

Based on 35,465 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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Anonymous

Anonymous // 01/01/2019

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

“You guys at ET are ok. It's your delivery service that is literally garbage. Like the order I have waiting right now. I ordered it on Jan. 31, As I write this right now I'm STILL waiting on it and its Feb. 15. I've ordered quite a couple times from you guys now and every time it's the same thing. Your shipping SUCKS. Your only allowed 25 of the item per month. When it's taking half the month just to get one of the packages in (yes it takes me that long sometimes longer to get one package from you guys). I understand the covid craziness going on but come on I'm going on half the month right now and the shipment I have coming still doesn't have a date of arrival. You tell me if you were in my shoes how would you rate it? Other then the shipping you guys have, everything else is ok good service. Zero problems ordering.”

Helpful Report

Posted 3 years ago

Hi Ryan, thank you very much for your continued patience in this situation as well as for your feedback. We are looking to consistently improve our service and we appreciate the information that all of our customers provide in this realm. Unfortunately, in accordance with the PACT Act legislation, we are now using two independent couriers to make compliant deliveries. USPS, UPS, FedEx, DHL, and all other major shipping companies have made policy surrounding the prohibition of shipping nicotine products. We are working with our two partners in augmenting their level of delivery timeframe accuracy as well as their level of available tracking information. In regards to your most recent order with us, I have reached out to you via email to provide a bit more information as to what is taking place in our current climate as well as to provide a date of when your order is eligible for a reshipment or refund.

Posted 3 years ago

“The time it takes to receive orders is ridiculous! Over 20 days.”

Helpful Report

Posted 3 years ago

I am very sorry that you have yet to receive this purchase. I can assure you that we are working nonstop with our shipping providers in order to rectify these delays as quickly as possible. We appreciate your feedback as well as your continued patience in this situation while we adapt to the regulations put in place by the PACT Act legislation. To provide further information regarding why there are potential delays seen on packages, as well as the best next steps for your purchase, I have reached out to you via email. Please feel free to contact us at any time on that medium and we would be more than happy to assist where we can.

Posted 3 years ago

“Cannot say much positive right now. Placed an order almost 6 weeks ago and it was never delivered as of today 2/13. Contacted customer support and they advised me they are reshipping. Still waiting. Jeff”

Helpful Report

Posted 3 years ago

Hi Jeff, I am very sorry that you have yet to receive this, though I am happy to hear that our team has reshipped your purchase. Looking at the reshipment, it seems as though the tracking for this parcel was updated today, which leads us to believe that this is actively in transit to your location. We appreciate your continued patience in this situation and we look forward to your secondary shipment arriving very soon. Please always feel free to reach out to us via email or by using our HelpDesk if you run into any difficulties with your reshipment or the contents therein!

Posted 3 years ago

“I had to find a new company to order my product from as it has been almost a month since I ordered and still no product. I paid for a delivery and still no delivery. I do realize that things are a bit slower these days but this is pushing the boundaries. I have hopefully found a new place to order and hopefully they will be more prompt.”

Helpful Report

Posted 3 years ago

Hi, I would like to apologize for the quality of service displayed on your most recent purchase with us. We can confirm that we do not foresee these delays being present for very much longer. We have already seen a significant increase in the number of orders delivered within 10 days of placing the purchase. It looks as though we offered to reship or refund your order on the 12th as it was deemed lost in transit by our shipping standards. Please note that it is not uncommon for the original package to arrive even after we have reshipped or refunded the purchase. However, in an attempt to get situations resolved as quickly as possible for our customers, we offer to preemptively reship or refund purchases in accordance with our Shipping Guarantee. I have followed up on our previous email interaction in hopes of rectifying this as quickly as possible for you.

Posted 3 years ago

“Delivery times are ridiculous for NJOY daily products. Its been 3 months and still waiting for Electric Tobacconist to sort out their delivery processes!”

Helpful Report

Posted 3 years ago

Hi Hussain, Unfortunately, as a direct result of the PACT Act legislation, USPS implemented a ban on all vaping products in October of last year. This has presented us with limited shipping options as all other major shipping companies decided to enact similar bans. The new providers that we have partnered with are new to shipping vaping products and are unfortunately facing a much larger bandwidth than they were before these regulations were set in place. We understand that these transit times have exceeded what you have seen from us in the past and we sincerely apologize for the inconvenience that this has caused you. We are constantly working to improve delivery speeds and communication, though this can be a relatively slow process. We appreciate your continued support during this challenging time. It may be helpful to keep these longer transit times in mind when placing your next order with us and as always, please feel free to let us know if we can be of any assistance.

Posted 3 years ago

“Love the vape pen , but deliver took 1 month!”

Helpful Report

Posted 3 years ago

We are very sorry for the delayed experience that you have encountered with our shipping partners and we do greatly appreciate your continued patience and understanding in this situation. We constantly pursue an improved service from our carriers, so feedback like this is incredibly valued. That all being said, I am very happy that you have received your purchase. I have followed up with you via email to further explain the current shipping predicament as well as for the purpose of you having a direct contact line in the event that you experience any future difficulties. Thank you very much for shopping with us and I hope that you have a wonderful day.

Posted 3 years ago

“I'm sure the company itself is fine, and I understand there are laws in place that make the delivery of vaping products difficult, which is largely out of the control of Electic Tobacconist USA. So, be sure to order early and be prepared for a LONG WAIT. I ordered a month ago and my shipment has been delayed SIX times so far, including arriving in my city and being diverted out again three times. At this point, if my order is ever actually delivered to me, I will be astonished.”

Helpful Report

Posted 3 years ago

Hi Angela, I am very sorry to hear that you have yet to receive your package. Unfortunately, in addition to the new regulations that have been implemented, our shipping partners are currently experiencing longer transit times due to increased shipping volumes. We do sincerely apologize for the inconvenience that this has caused you. Please note that we are tirelessly working towards resolving these issues so that we can get your package to you as soon as possible. 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 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

“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

“The prices and stock are fantastic. Shipping was generally great and fast until they switched shipping companies. I understand it was necessary because of lame laws, but this new shipping service leaves a lot to be desired. On my end tracking info does not work on their site at all. So, I have no idea where my most recent orders are (they have not arrived yet). I guess I'm just hoping everything works out and I get everything I ordered at some point.”

Helpful Report

Posted 3 years ago

Ryan, we are thankful for your knowledge of the current state of the industry and how this affects potential shipping times along with the struggles of tracking information. Looking into your account with us, I see that all of the orders placed with us have available tracking information for you to view at your leisure. I have made contact with you via email to relay these links to you so that you are able to keep an eye on your purchases. I have also detailed the options present in the event that you do not have these in your possession in a timely manner.

Posted 3 years ago

“"Quick delivery" I see repeated over and over in these copy/paste generated reviews to help boost their rating. I ordered on Black Friday and my delivery has been pushed back by 3 days 3 separate occasions. What should have been less than a week has turned into just shy of 2 weeks. Not purchasing from this vendor anymore, to the point of reconsidering ordering from online vendors in general for these products.”

Helpful Report

Posted 3 years ago

We can confirm that all reviews left on our pages are direct from the consumer and have no internal action taken upon them. I apologize that your order has yet to reach you and I can assure you that we commit to either getting you your products or a refund on your purchase. Please know that we are working adamantly with our current partners to rectify these delays in shipping as quickly as possible compounded by looking into expanding our service potentials and accessible areas. We do not foresee this being the new norm and as the industry adapts to the recent changes we expect to return to a decreased delivery window. That all being said, I have followed up with you concerning this situation via email so that we can stay in contact and ensure that this is resolved for you.

Posted 3 years ago

“It takes me atleast half an hour to order. The site is slow, it never gets my order right numerous times. I can't just re-order like it states because it charges me for double or triple the amount! I end up having to close the app and start all over again at least 6+ times. I get so frustrated!! If the price weren't so good I would order someplace else. And it's not my tablet as I never have issues with any other site or app.”

Helpful Report

Posted 3 years ago

I am very sorry that you were experiencing difficulties in placing an order. This does not look like it's a widespread issue, so I have followed up with you about this occurrence via email.

Posted 3 years ago

“I’ve been a customer with ET for years now, my orders used to stay around $40 but now I’m spending nearly $80 for pods because of $20 shipping: I understand laws and regulations but I feel like I er should start some sort of loyalty program or offer discount codes more often. I just can’t justify spending that much money anymore and then the added stress of having to be home when the package is delivered for a signature. I work at night and sleep during the day, it’s incredibly inconvenient, I know et knows their customers are upset by this but I see them doing nothing to make it worth it on the customers part.”

Helpful Report

Posted 3 years ago

Unfortunately, on October 21st, USPS banned the shipment of nicotine products. In order to continue to best serve our consumer base, we've incorporated two independent carriers (Standard Regional Carrier (SRC)). These new options have higher shipping prices; however, we are working with them in hopes to reduce these in the future. We ask that you please sign up for our newsletter so that you are kept up to date on the happenings within the industry, and so that you receive our promotional emails that contain discount codes and sale offers. We are very thankful to have the opportunity to continue serving our customers since we have been in compliance with state and federal regulations since our genesis. We appreciate your continued patience and understanding throughout this situation as we overcome difficulties presented by drastic changes within the industry.

Posted 3 years ago

“ORDER 10 OR 15 AT A TIME. ALWAYS HAVE 2 OR 3 FILTERS THAT DO NOT WORK. EXPENSIVE!!!”

Helpful Report

Posted 3 years ago

Hi Madgey, thank you very much for contacting the Electric Tobacconist. I am very sorry to hear that you were experiencing difficulties with your order and I have reached out to you via email to get this rectified as soon as possible. Please always feel free to reach out to us using our Help Desk feature on our website or at hello@electrictobacconist.com.

Posted 3 years ago

“I ordered from this company not only because they carry the product I use, but I read reviews and they all said how the shipping was fast and on time. Well its been 10 days and according to the tracking my package has not moved in four days and the “estimated” delivery date has been moved 4 days later than the second one that was pushed from the 13th to the 19th. Now the 23rd. If I would have known I would have never ordered from them in the first place. This was my first and my last order (whenever it gets to me) besides that I been checking the tracking. I never received notice from them about any delay. I have never waited 2 weeks when ordering from any other company (with free shipping) I guess you live & learn. Still waiting on my $75 order?”

Helpful Report

Posted 3 years ago

I would be more than happy to assist in this situation. I have reached out to your email in regards to your purchase so that I can help in locating your parcel. Please respond to this at your earliest convenience so that we are able to get this situation resolved for you in the most efficient and effective manner possible.

Posted 3 years ago

“Placed my very first order with this site on July 2. It still hasn't arrived. I waited the 21 days (which is more than excessive) before contacting. Emailed Customer Service, since that is the only option, and was asked for more patience. I was patient enough to wait 21 days before contacting, as requested by the website. Customer Service responded within 24 hours, which is great, and although pleasant, I got absolutley no clear answer as to where my package is or when it will arrive. I was told to wait 5 more days and contact them again. I understand that there have been changes in laws, but it would have been nice to be told about the possible delays before I checked out. Or how about not taking new orders until you have worked things out with your new carrier? I live in a rural area and don't have access to the products I ordered, which is why I ordered online in the first place. I was not offered any discount, return, refund, or even a firm delivery date. The tracking says the package is at a processing facility in my town. We don't have a processing facility here, so I feel I am getting the runaround. The only carriers we have are FedEx, UPS, and USPS, which are apparently not working with this site. Again, it would have been nice to be given some kind of choice instead of just being told to wait longer. How about a refund, and if you can locate your package, you can recall it? I worked in Customer Service for many years and must say I have an awful first impression, which I am sad to say. I was very excited to have found a great site with reasonable prices, only to be waiting, waiting, waiting. I understand we are all being challenged right now, and am hoping for some kind of positive resolution. I would appreciate an honest answer as to whether I will ever receive my order, because if not, I will order from somewhere else before I completely run out of the products I ordered. The fact that this is on MY dime is upsetting to me. I feel like I've been duped out of my hard earned money.”

Helpful Report

Posted 3 years ago

Thank you for reaching out to us. During the checkout process, you will see an estimated delivery time for your package; however, in our terms and conditions, on the USPS vape mail ban page, as well as our shipping information page (all can be accessed at the links at the bottom of this response), you will see that we are currently waiting 30 days for orders that are delayed. This is due to losing USPS largely as a provider and getting our new partner acclimated to our bandwidth as well as the new signature requirement mandates in effect from the PACT Act legislation. This information is available and present on our website for our customers' knowledge prior to placing an order. Additionally, X Delivery does not go through the post office and is an independent operator, as such, they have processing facilities throughout the United States that are owned by their company which is why you are seeing your package currently at that location. FedEx, UPS, (and soon USPS) have banned the shipment of nicotine products using their services which is why we have transitioned to our current carrier. USPS Priority Express is available for all customers at this time along with the standard delivery shipping so that there is the option of personal preference during the checkout process. In our response to your inquiry, it was detailed that if you did not see your package in your possession by Friday, July 30th, that we would be more than happy to take action on your purchase (by either a refund or reshipment via USPS Priority while we can). I can assure you that your products will reach you and that we are doing everything in our power to resolve the shipping delays that we are currently facing - we appreciate your continued patience as we overcome unforeseen difficulties presented by the PACT Act. I have followed up on our email thread to rectify this situation at your earliest convenience. I want to extend our sincere apologies for the circumstances that have presented themselves in regard to your purchase. I see that you are a new customer with us; please know that our shipping standards prior to the PACT Act were exemplary and we are striving to return to these delivery times and tracking capabilities. With the new regulations in place, our industry is facing hardship, but we are committed to serving our clientele to the best of our ability for the foreseeable future which is why we are in constant communication with our new shipping partner and in absolute compliance with all state and federal mandates. You can find the aforementioned links referenced below: https://www.electrictobacconist.com/shipping-i167 https://www.electrictobacconist.com/usps-vape-mail-ban-i285 https://www.electrictobacconist.com/terms-conditions-i7

Posted 3 years ago

“Shipping has been pretty BAD…there is no reason that it should get worse… come on you guys, get it back to where it was or I’m jumping ship!”

Helpful Report

Posted 3 years ago

Sam, We appreciate you leaving us a review, we greatly appreciate our customer's feedback. The industry has been forced, by the PACT Act, to no longer use USPS, and FedEx and UPS have made policy decisions to no longer ship vaping products. As a result, if you are in a ZIP code that is covered by the new carrier we are using them to ship to you. In the very near term, this will be the only available option across every online vape retailer. We would never reduce the quality of our service, this was forced by legal changes signed by President Trump. We suggest that you allow a little more time for delivery, plan for the required signature on delivery and buy in bulk to take advantage of our bulk discounts. Electric Tobacconist still processes your order into the shipping network on the same day if you order before 2pm MST (Monday to Friday) and we strive to offer the very best customer service. If we can ever be of assistance, please don't hesitate to contact us. Thank you again for being a customer, we appreciate it. Ellen Electric Tobacconist, Customer Care

Posted 3 years ago

“Don't know how you can say arrives within 5 days! First time took 3 weeks. Then delivery driver wanted to take a PICTURE of my DL!! I told him no way! He said he couldn't leave product after seeing i was 65! I let him take a picture of my picture and nothing else. VERY UNPROFESSIONAL DELIVERY DRIVERS. Also when ordering through Fin I got product in 3/4 days. Sometimes cartridges only last about 10-15 puffs with this new company UGH”

Helpful Report

Posted 3 years ago

Hi Gerda, Sorry you had this experience. Since the change of law under the PACT Act, we are restricted on which delivery services we can use, and the rules around ID upon delivery have become a whole lot stricter. We hope you understand and will consider using us again - we didn't make these changes just to be difficult, and it's taking a lot of getting used to for both our customers and us as a business. Thanks Louis ET Team

Posted 3 years ago

“Prices aren't as good as they used to be, most of what I usually order has been out of stock for weeks. Then I'm seeing reviews of shipments being received within days but mine has been out criss-crossing the continental US since 5/25 (it's been in Colorado TWICE, 4-5 days apart) and then went from Tampa to Tallahassee in the same day - I live in Tampa?!?. A total of 8 states, originating in Ohio and heading out west, back to the south east, and finally to Florida but still have to wait another day. Plus I spent $150, figured that shipping wouldn't be this horrible (if you're going to offer free shipping customers shouldn't have to wait almost 2 weeks for an order).”

Helpful Report

Posted 3 years ago

Hi John, This is completely valid feedback. Our new shipping supplier is getting used to carrying large volumes of vape products since the Pact Act forced a huge change in carriers allowed in the industry (you can read more here: https://www.electrictobacconist.com/shipping-i167) If you reach out to the team, they can advise on when you are eligible for a refund or reship. Please contact them here: www.electrictobacconist.support Thanks Louis ET Team

Posted 3 years ago

Hi John, To follow up on this, I see your order was delivered on the 5th June, so 11 days after your order. We're sorry the tracking experience was like this, and we are doing our best to improve shipping speeds, but this was within the 10-15 days currently being estimated for shipping. Thanks Louis ET Team

Posted 3 years ago

“Used to love this site. It seems like they have changed their chipping provider or something. It WILL take 2 weeks or longer for any order. I suggest either having an unrealistic foresight on when you need juice, or find a different provider (I will be shopping local going forward).”

Helpful Report

Posted 3 years ago

Hi Jace, There have been all sorts of changes in the industry that you may have missed and may have affected your experience. For more info see here: https://www.electrictobacconist.com/shipping-i167 Thanks Louis ET Team

Posted 3 years ago

Electric Tobacconist USA is rated 4.8 based on 35,465 reviews