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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Have not recieved product yet to review. Ordered 10/5 on 10/7 in Boulder, 10/8 in Denver, 10/11 in San Francisco, 10/13 in Los Angels, 10/16 in transit to next facility, where ever that may be. Next time I suggest do not use USPS!”

Helpful Report

Posted 5 years ago

Hi Frances, We apologize for the delay with your shipment. I have checked your tracking information and it appears your order has arrived in your locality and will be delivered within the next 1-2 days. We hope this information helps and please always feel free to reach out to us at electrictobbaconist.com/help. Best regards, Customer Care Electric Tobacconist

Posted 5 years ago

“The Help desk feature on the website is not working properly.”

Helpful Report

Posted 5 years ago

Hi Colette, Our IT team has confirmed the Help Desk is working correctly. We will reach out to you privately in order to further discuss your concerns.

Posted 5 years ago

“last 2 orders very disappointed---request return/refund. thanks”

Helpful Report

Posted 5 years ago

Hi Evelyn, I will reach out to you privately today to address your concern. -Director of Customer Care

Posted 5 years ago

“I buy all of my Phix pods and phix vapors from here. The website is easy to use and efficient, but that’s about all I can say on the positive. The customer service is really really really bad. If any product you ordered doesn’t work, the process of getting a replacement is a nightmare!!!! It takes forever to get your new product. Not to mention more than half the time the ones they send back to me have the exact same issues as the ones I sent back to them!!! The only reason I buy from here is that they have pretty decent pricing. There has been many many many times over the last several years that I have been so fed up that I swore to myself I would never buy from them again. Old habits die hard I guess. It has been some time since I’ve had to return a product because I started buying my Phix vapors from a local store because I got so sick of them sending me faulty products. I’m not sure if they have improved their return system. I’m sure I won’t win the $100 for this review but it needed to be said. They will probably give it to someone who gives them a raving review. Well I’ve been a customer for almost 4 years. I still have to say that in comparison to my other online experiences that Electronic Tobaccnist USA doesn’t really don’t care about the customer... it’s all about the $$$, unless you make a big fuss and threaten to post a negative review, on then of course they are all over it. My personal assistant also uses a Phix Vapor and used to also order her products from Electrric Tobacconist USA but she got so sick of the faulty products and then again a terrible time trying to return her product for a new one. For example, the last time I ordered a New Phix vapor, I actually ordered 2 of them and I ended up having to return both of them!!! It took over a week to finally be able to speak with a human being and then when they sent me the packing slip to mail the broken vapors back they gave me the WRONG address on the sticker so they package was returned 2 weeks later and I had to start all over. SERIOUSLY!!!! What a nightmare!!! I can only give them 2/5 because of these and many more reason and I feel like even 2 stars is incredibly generous. Sorry Electric Tobacconist USA you need some serious work.”

Helpful Report

Posted 5 years ago

Hi Kristie, I am very sorry to hear you are disappointed in our company. We take pride in our excellent customer service, therefore I take reviews like this to heart. I will be reaching out to you privately and immediately in order to address your concerns. -Director of Customer Care

Posted 5 years ago

“The juice I order from your company is great. My husband uses the fin e-cigs with the disposable cartamizors and uses the tobacco flavors bold or mild. You have been out of these flavors for a long time now. I mistakingly ordered the menthol because the packaging changed and I didnt look or read closely enough. I was excited that the bold flavor was finally in stock. I ordered menthol bold, 12 packs of the cartamizors. They were menthol bold instead of tobacco bold. Now we are left with with those and money spent on product we won’t use and can’t return. You are still out of tobacco flavors bold or mild. My husband loves the tobacco flavors and has spent hundreds on them to your company and will continue if you ever get the tobacco flavors in stock. Your prices beat everyone’s and the products are good quality. The shipping is always timely.”

Helpful Report

Posted 5 years ago

Hi Darlene, We have sent you an email containing instructions on how you can return your undesired products back to us for a refund. Additionally, we are working with our suppliers to get the out of stock FIN cartomizers back on our shelves as soon as possible. We hope this helps and please always feel free to reach out to us with any questions or issues you may have. Best regards, Jeff Customer Care Electric Tobacconist

Posted 5 years ago

“Fast delivery,good price but purchased 4 and 1 didn't work”

Helpful Report

Posted 5 years ago

Hi Albert, Thanks for the review. We are very sorry to hear you had an issue with one of your products. We have reached out to the email address associated with your account to rectify this issue for you. We look forward to hearing back from you. Best regards, Jeff Customer Care Electric Tobacconist

Posted 5 years ago

“I am so frustrated with continually buying batteries for my vuse ecig!!!!! I have purchased 25 in the past year!!! Why do they stop working in such a short time?? I charge them correctly. I have a bag of defective/non - working ones. Ugh!”

Helpful Report

Posted 5 years ago

HI Nancy, We are very sorry you have had a bad experience with VUSE, as a quality brand this is unusual. I can see you have purchased three batteries from our store. We have contacted the email address associated with your account to rectify this issue for you. If you ever have any issues or questions please always feel free to reach out to us at electrictobacconist.com/help. Best regards, Jeff Customer Care Electric Tobacconist

Posted 5 years ago

“I used to be extremely pleased with this company. But as of my last order, I am disgusted with their customer service. One of my juice items came opened. I emailed the company immediately. Chandler responded by stating they do not accept opened returns and that the item was prolly opened during shipping. Really? A twist off, safety sealed cap on a bottle was opened during shipping? But yet my other items arrived in perfect condition. There is no logic in that. So now I see there is a problem with this company standing behind the products they sell. Long story short, I sent the item back and was told to expect a refund, which I have not gotten yet.”

Helpful Report

Posted 5 years ago

Hi Susan, We are very sorry you had this experience with your e-liquid. We received your return yesterday and we issued your refund as soon as we process your return. Unfortunately, refunds can take up to 3-5 days to process, but the funds will be returned to your account soon! We truly apologize for any inconvenience this situation has caused. Best, Selina Customer Care

Posted 5 years ago

“Products arrived quickly but when there was a problem, they did not respond to fix the issue.”

Helpful Report

Posted 5 years ago

Hi, We are very sorry you did not receive our response to your ticket. Sometimes our emails can end up in your spam folder. We have reached out to you again in hopes of rectifying this issue for you. We look forward to hearing back from you. Best regards, Jeff Customer Care Electric Tobacconist

Posted 5 years ago

“I recently returned e-juice that was not opened or used and they sent me an email stating that they couldn’t accept the return due the the product being opened(which it was not) and they they wanted to send it back to me, I emailed them and said go right ahead and send it back and that the product was not opened or used and that I will never buy from them again, I received an immediate email from them stating that they had issued me a credit for the return! It’s funny how suddenly they issued a credit after I told them I would not purchase from them again.”

Helpful Report

Posted 5 years ago

Hi Richard, Unfortunately, we cannot resell products that have been used or opened. We did credit your account with us the full amount of your purchase in in-store credit as liquids can sometimes break their seal during transit. We apologize for any issue that may have stemmed from this and hope this information helps clarify the situation! Todd Customer Care Electric Tobacconist

Posted 5 years ago

“This website - and the company behind it - needs a lot of work. First of all, there's no method for contacting the vendor. No online chat, no email address, and no telephone number to call. Secondly, there's a problem in the ordering system. I thought I'd ordered 4 items but paid for (and received) 8 items. I'm pretty handy with online storefronts and am 99% sure I got it right and they didn't. Third, the items I normally purchase are no longer available with no explanation about why those items were discontinued. Fourth - and most troubling to me - the product packaging has changed and again with notice or explanation. For products like this, that's unsettling. I liked shopping with Totally Wicked. I was comfortable with them for several years, but I don't like shopping with Electric Tobacconist (or any other vendor whom I cannot contact) and will not shop with them again.”

Helpful Report

Posted 5 years ago

Hi Kevin, We're sorry to hear that you may have experienced any issues with ordering on our website and we've reached out to you over email to clarify any problems that may have occurred. In addition, Totally Wicked has partnered with the Electric Tobacconist to be their sole retailer in the United States and any change to their products are decided and put into effect by Totally Wicked. We look forward to hearing back from you! Todd Customer Care Electric Tobacconist

Posted 5 years ago

“Unprofessional customer service.”

Helpful Report

Posted 5 years ago

Hi, We will reach out to you upon receiving and processing your defective return. If there is anything else we can help you with, please reach out to our Help Desk and we will be more than happy to assist you with any issues or questions you may have. Best regards, Jeff Customer Care Electric Tobacconist

Posted 5 years ago

“Way too much hassel to buy online from this company. Buy local.”

Helpful Report

Posted 5 years ago

Hi William. We are very sorry to hear you were experiencing difficulties while shopping on our site. Please reach out to our Helpdesk with the issue you are encountering and we will be more than happy to assist you. Best regards, Jeff Customer Care Electric Tobacconist

Posted 5 years ago

“Product was delivered to another person by USPS. Contacted you guys to let you know and for help resolving this issue, but I never received a response.”

Helpful Report

Posted 6 years ago

Hi Samson, We are very sorry to hear you did not receive our reply to your ticket. We have reached out to you again through the email address associated with your account. We look forward to hearing back from you so we can rectify this situation for you. Best regards, Jeff Customer Care Electric Tobacconist.

Posted 6 years ago

“Disappointed in shipping prices..”

Helpful Report

Posted 6 years ago

Hi Juanita, We offer free shipping on all orders over $20 and a free upgrade to priority shipping on orders over $80. I can confirm you did receive free shipping on your order. Please always feel free to reach to us with any issues or questions you may have at electrictobacconist.com/help. Best regards, Jeff Customer Care Electric tobacconist.

Posted 6 years ago

“ordered 2 products. didnt like them. sent them back for refund. havent seen refund yet.”

Helpful Report

Posted 6 years ago

Hi Christopher, We have received and processed your return this weekend. Please allow 3-5 days for your refund to process. We hope this information helps and apologize for any inconvenience. Best regards, Jeff Customer Care Electric Tobacconist

Posted 6 years ago

“I bought a boulder also the site it was broken and I kept on trying to contact them and no one answered back”

Helpful Report

Posted 6 years ago

Hi James! Our Customer Care team operates between the 9AM and 5PM throughout the week and reached out to you via your Help Desk ticket this morning. We look forward to hearing back from you to help resolve any issue you may be experiencing with your device. Sincerely, Todd Customer Care Electric Tobacconist

Posted 6 years ago

“I understand the no return policy. There should be a review of each case. I received unsuitable products.”

Helpful Report

Posted 6 years ago

Hi Michael, Unfortunately, as stated in our returns policy on our website, we cannot accept opened and used products in exchange for other products, refunds or in-store credit. We hope you understand that all items we carry are consumable and if a device is not faulty we cannot process a return. We've reached out to you via email with a discount code for your next purchase to help rectify this issue! Best Regards, Todd Customer Care Electric Tobacconist

Posted 6 years ago

“I’m writing this review, but knowing the people who work for customer service, I highly doubt that I’ll be acknowledged for my review. Customer service not only made me wait for weeks to “fix” the issue of my friend and I not receiving our packages, but as well didn’t even bother to refund us or at least send new packages after together losing a total of 100$ in product. I’m giving it a 2 because, regardless of the horrible customer service, it’s a decent website with lots of products. If it weren’t for the decency of the site, I would’ve given this review a 1, customer service is of no help in any way honestly. The whole situation upset me even more, because I’ve been a loyal customer to this site ever since I found it. It’s upsetting that they didn’t care enough to help out a customer who didn’t want to be out of 100$ for nothing and who has purchased so much prior; even after being completely dismissed, I still buy from this website. I still buy from here because there’s no where else good to buy it; if there was I’d hop right off this site, because I get irritated every time I think about that time where this website practically stole 100$ from me.”

Helpful Report

Posted 6 years ago

Hi Talia, We've made every effort to rectify this situation you've experienced and we are sincerely apologetic that we were unable to find a solution. We've supplied you with a discount code to help resolve your issue and, please, always feel free to reach out to us through our Help Desk and we will do absolutely everything within our means and policies to assist you. Sincerely, Todd Customer Care Electric Tobacconist

Posted 6 years ago

“My order seemed to have been lost in the mail and by instruction of the ET site I waited 10 days before reporting it to them. When I reported the situation, the rep was polite but informed me I had to wait another 15 days and contact them again if it doesn’t arrive. My address was verified as correct which makes me wonder how my package just dropped from the USPS tracking. Not pleased with the additional wait time considering I purchased a supply to hold me till my package arrives.”

Helpful Report

Posted 6 years ago

Hi, When orders are shipping outside of the United States we ask customers to wait at least 15 days before we can reship the package. It appears your order has arrived in Guam this morning and you should be receiving your package shortly. We apologize for the delay and hope this information helps. Best regards, Jeff Customer Care Electric Tobacconist

Posted 6 years ago

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