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

“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 2 years 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 2 years 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 2 years 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 2 years 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 2 years 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 2 years ago

“Still waiting on my order.”

Helpful Report

Posted 2 years 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 2 years 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 2 years 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 2 years ago

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

Helpful Report

Posted 2 years 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 2 years 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.”

Helpful Report

Posted 2 years 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 2 years 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 2 years 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 2 years ago

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

Helpful Report

Posted 3 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 3 years ago

“Not received”

Helpful Report

Posted 3 years ago

Hi Kathy, it looks as though the purchase ordered on the 18th of this month was marked as delivered today. I have reached out to you via email to ensure that this was properly received and that the contents were to your liking. If this is in reference to another order, please feel free to let us know and we would be more than happy to look into the situation further for you!

Posted 3 years ago

“NIGHTMARE - yes, I received my order, but you must know that this company uses XDelivery - which is a mess. Electric Tobacconist ships out same day - to this XDelivery ghost company. From there - good luck tracking your order, or when it will be delivered. The shipments go from Denver to Salt Lake City for about a week or more, and then not updated for another week, and then your delivery date is pushed out probably 5 times. And you need to be home to sign, so good luck again. Electronic Tobacconist sells a legit product, but they are using the only delivery service available, and it's beyond awful, which tarnishes their business. I stopped ordering from E.T. because of this - I go to a local shop now, and I advise you to do the same.”

Helpful Report

Posted 3 years ago

In consequence of the PACT Act, we are no longer able to ship with USPS; 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. We ask that you please check out our Shipping FAQ page for more information: https://www.electrictobacconist.com/shipping-tracking-i287 Since X Delivery doesn'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. We are working with their technical support team to rectify these concerns as quickly as possible. We want to assure you that we are working with them to improve communication and will notify you of delivery time windows and of progress made.

Posted 3 years ago

“Product selection and price are very good. Orders take an extremely long to receive with their current carrier. Have a limit of 25 per month for products that I order but delivery takes almost of month so probably need to find another source unless start using a different carrier or take away the limit on the quantity of product can order.”

Helpful Report

Posted 3 years ago

Hi, I am very sorry to hear that our service was less than exemplary. I can confirm that we are in the process of onboarding a more reliable alternative to our current carrier and we foresee improvements in our service within the coming months. Unfortunately, the product limits that you refer to are immovable as they are put in place to ensure that we are only selling to the end-user; however, with the coming of this new carrier, the product limits should no longer have any bearing on the accessibility of your favorite products.

Posted 3 years ago

““Product and ET are great but the new XL shipping is absolutely awful!!! I've ordered 2x since the new shipping company and both orders took a MONTH! A freaking MONTH!! In the past,I'd get my orders within 4-6 days. I no longer use ET because of it.””

Helpful Report

Posted 3 years ago

In consequence of the PACT Act, we are no longer able to ship with USPS; 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 private carriers that make compliant deliveries. The only provider available in your region at this time is X Delivery. We ask that you please check out our Shipping FAQ page for more information: https://www.electrictobacconist.com/shipping-tracking-i287 It looks as though I can't find an interaction log with you and our team under this email; however, if you experience any difficulties in obtaining your purchase, we would be more than happy to reship or refund this for you in agreeance with our Shipping Guarantee!

Posted 3 years ago

“Product and ET are great but the new XL shipping is absolutely awful!!! I've ordered 2x since the new shipping company and both orders took a MONTH! A freaking MONTH!! In the past,I'd get my orders within 4-6 days. I no longer use ET because of it.”

Helpful Report

Posted 3 years ago

Hi Kimberly, I apologize for the delays that you have seen with your recent orders. Unfortunately, USPS has banned the shipment of all nicotine products. Other major shipping companies like FedEx and DHL also decided to implement similar bans early last year. As a result of this, we have had to partner with independent carriers to carry out compliant deliveries. We are tirelessly working with them to improve their services and reduce their transit times. In addition to this, we are also looking for alternative shipping options. We can assure you that these delays will not be the new standard; we foresee significant improvements happening once these carriers get acclimated to the new regulations and new options become available.

Posted 3 years ago

“Prices are ok shipping is horrible takes too long to get I’ll buy elsewhere”

Helpful Report

Posted 3 years ago

Hi Geraldine, I apologize for the less than satisfactory experience that you have underwent with our current providers. I want to assure you that we are working on not only improving their delivery times, but are also looking to onboard compliant alternatives where possible. This will allow us to expand our service range while also decreasing our packages' arrival. Thank you very much for your patience and understanding in this situation. We can confirm that these delays are not the new norm as we foresee significant changes taking place in the near future.

Posted 3 years ago

“If you have a job and can't control when you will be home to receive the delivery you probably will not get the delivery because they need a signature and there is no way to know when they will arrive.”

Helpful Report

Posted 3 years ago

Hi Brian, As a result of the PACT Act legislation, all orders require a signature upon delivery. This is not something that can be bypassed or preauthorized and I do apologize for the inconvenience that this causes. For future reference, it may be helpful to ship your products to a work address or other physical address where an adult signature can be obtained. Additionally, we are constantly working with our shipping partners to augment their tracking capabilities and communication so that we can better notify you of delivery time windows. We expect that these concerns will be resolved once these carriers get acclimated to the new regulations and larger bandwidth they are now facing. We commit that all of our customers will receive their package or a refund. It does appear that your most recent order was marked as return to sender on February 4th. I have followed up with you via email so that we can get this rectified as soon as possible.

Posted 3 years ago

“The products are great but the delivery is awful. Questions regarding delivery are unanswered and there is no way to communicate through phone to get answers from customer service. Needs much improvement!”

Helpful Report

Posted 3 years ago

Hi Karen, I am very sorry to hear that you did not have a satisfactory experience with our customer care team and we greatly appreciate your feedback in this situation. Looking at our previous interactions, we provided clarity on the delays seen on your purchase in regards to the PACT Act legislation. Unfortunately, we do not operate a phone service as we are very stringent on keeping records of all of our interactions. If you have any future difficulties that arise, please do not hesitate to let us know as we would be more than happy to assist where we can.

Posted 3 years ago

“Great products. Very poor shipping and delivery. Carrier web sit is un-responsive and non informative.”

Helpful Report

Posted 3 years ago

Hi Sam, I am sorry to hear that you have had an unsatisfactory experience with our shipping partners. We foresee our partners getting closer to the standards that our customers have seen from us in the past before the USPS ban was implemented. We are working tirelessly with these new companies to augment their tracking capabilities and delivery times. I understand that this kind of experience is frustrating, and I can assure you that we are doing everything in our power to rectify these concerns and provide the best customer experience possible.

Posted 3 years ago

“Very disappointed with delivery options. After 30 days order still had not arrive. The customer service was good, prompt and clear with the options to either keep order or cancel. I chose to cancel since it was not possible to determine "when" it would be delivered. The tracking system status was that it was "returned" to sender? Thankfully, the credit was promptly processed. In the meantime, I've found another source for this product and will no longer use Electric Tobacconist.”

Helpful Report

Posted 3 years ago

We are very happy that we were able to resolve the situation with your purchase as efficiently as possible for you. And we would like to apologize for the experience that you have underwent with our shipping providers - please know that we are not only working with them to rectify these difficulties as quickly as possible, but are also in the process of onboarding alternatives where possible within a compliant sphere. We appreciate your continued patience in this situation. We want to reiterate that this is not the new norm, and we expect to see steady improvements as we continue to bolster our partners' abilities.

Posted 3 years ago

“IT takes a mouth to get my order,the last two orders!”

Helpful Report

Posted 3 years ago

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. We ask that you please check out our Shipping FAQ page for more information: https://www.electrictobacconist.com/shipping-tracking-i287 Since X Delivery doesn'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. We are working with their technical support team to rectify these concerns as quickly as possible. We are working with them to improve communication and notify you of delivery time windows, and we will keep you updated as we make progress. I have reached out to you via email to ensure that all went well with both of your orders and if we can be of any additional assistance at this time.

Posted 3 years ago

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