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 35,466 Reviews

97 %

of reviewers recommend Electric Tobacconist USA

4.8

Based on 35,466 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 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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

“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

“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

“Placed order on November 16th. When order never arrived and tracking continued to show later and later arrival dates I contacted them Dec 12th. They gave me the “pact” copy and paste and asked me to wait yet another week. But, there was no reason to wait another week because the next day the tracking arrival date had moved out even further. I contacted my bank, which investigated and I received a refund on the order 2 days later. How this company expects someone to sign for an order which no one knows, even them, when it will arrive is beyond me. What are you supposed to do? Be around to sign for an order every single day when the dates continuously change? Lol. Look, we are reasonable people but this situation is totally unreasonable. If your order hasn’t arrived on time it’s reasonable to give them an additional week. Past that time it’s time to stop complaining (on here) and take action by contacting your bank. As for my package? Well, it’s the middle of January now and no one knows where it went -least of all Electric Tabacconist. I can say I’m happy with the performance of my bank -but that’s about all. Wait another 5 weeks for a replacement package which may not even show up? No thanks.”

Helpful Report

Posted 3 years ago

Hi, I am very sorry that your order was delayed in reaching you and we appreciate your feedback. I was unable to locate your account with us with the information provided; however, I would like to provide some general knowledge regarding the current situation: We are asking customers to wait 30 days until we re-ship or refund an order if it experiences delays. We would like to emphasize that this is not a delivery estimate, but rather the maximum amount of time our policy dictates before a reshipment or refund. It takes this timeframe for us to be sure that the package has been lost or is indeed being returned to us. Even after we have provided a re-shipment or refund, you can expect that the original package will arrive. The process of seeing improvements with our current carriers is longer than we would like due to their being the only options available for the industry; however, I can confirm that we are working with them on a consistent basis in order to augment tracking capabilities and delivery windows. This will not be the new norm going forward as we continue our work with our current carriers and onboard alternatives to expand our service range.

Posted 3 years ago

“I ordered December 29 received notification it had shipped checked tracking number. The shipment was sent Witchafalls, Texas back to Dallas, Texas then back to Witchafalls, Texas as of today January 10 can not get any thing confirmed on this shipment. Very disappointed with Electric Tobacconist. My order was well over $100.00 dollars and you cannot call to speak with anyone only through messenger. I will have to wait for my order because they charged my account minutes after the order was placed. The bill has been paid but no service after the sale very,very disappointed with the company.”

Helpful Report

Posted 3 years ago

Hello, I am very sorry that you do not yet have this purchase in your possession - I have reached out to you via email to further this conversation. Looking at your tracking information, it seems as though your package has reached the fulfillment gateway in your area and is actively in transit to your location. Once we lost USPS, UPS, FedEx, DHL, and all other major shipping companies as partners due to the PACT Act legislation and likewise, we transitioned to two independently owned couriers that make compliant deliveries. With the increase in bandwidth that came with taking on the industry's packages, along with the signature requirement, there have been delays seen on some packages. However, we can confirm that this will not be the new norm as we bolster the tracking and delivery capabilities of our current partners whilst expanding our range with new possibilities.

Posted 3 years ago

“I reported that I never received my order and you recommended I try XDelivery to have them try to track it. They have informed me that it was probably lost in transit and suggested I contact you to get the problem taken care of.”

Helpful Report

Posted 3 years ago

Hi Kaye, I appreciate your keeping us apprised of the situation. Since the carrier has deemed the order lost in transit, we would be more than happy to either reship or refund this purchase for you. I have reached out to you via email to get this resolved posthaste.

Posted 3 years ago

“The shipping is horrible! My order was dispatched one day after I placed it on Dec 20th. Today is Jan 7th and I just got tracking that indicated I won’t get it until Jan 10th now. Seriously?”

Helpful Report

Posted 3 years ago

Hi, I am very sorry that your order has yet to reach you. I can confirm that we are working adamantly with our current providers to rectify the delays seen on some packages as well as improving consistent tracking information. We want to assure you that this will not be the new norm as we strengthen our partnerships and expand our service range. I have reached out to you via email so that I am able to provide clearer information regarding your purchase, along with the next steps in getting this situation resolved as quickly as possible.

Posted 3 years ago

“You have charge 1/2 cigarette and expensive!!!! I don't like!!!!”

Helpful Report

Posted 3 years ago

Hi, I apologize for the displeasing experience that has occurred in using our website. I want to highlight that we price our products competitively in comparison to market value and in agreement with each manufacturer's business model. Additionally, on October 20th USPS has banned the shipment of nicotine products. This new policy is in addition to similar bans that UPS, FedEx, and DHL put into place earlier this year. As such, we are now reliant on two private carriers that make compliant deliveries. Please refer to our Shipping FAQ page (https://www.electrictobacconist.com/shipping-tracking-i287) for more information. Our new shipping partners follow a very limited routing structure for their parcels which then requires more manpower to get the package to you. 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, we can confirm that we are working adamantly with them to improve their range, delivery times, and shipping rates.

Posted 3 years ago

“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 3 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 3 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 3 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 3 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 3 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 3 years ago

“Shipping sucks and takes forever but great prices”

Helpful Report

Posted 3 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 3 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 3 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 3 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 3 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 3 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 3 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 3 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 3 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 3 years ago

“never got”

Helpful Report

Posted 3 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 3 years ago

Electric Tobacconist USA is rated 4.8 based on 35,466 reviews