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

“I PLACED AN ORDER 11/16/22 with Blu order # US2254625UTU.I called them today and they said they couldn't help me and I had to contact electric tabacconist. Do not mix this up with my order I did place 12/21/22 with Electric Tobacconist. So I am trying to find out where my original BLU order is. And I do not see a phone number to call you. Please help me with this issue.”

Helpful Report

Posted 2 years ago

Hi Barbara, we see your concern and would be more than happy to provide clarity on this situation. Unfortunately, we are unable to reship/refund any orders originally placed through BLU; however, we do recommend reaching out to their customer service team. That being said, orders placed through us are automatically covered under the Shipping Guarantee - in the event that you do not receive your items purchased through us, we would be more than happy to offer a reshipment or refund. We do not currently have a phone number to contact us. You are more than welcome to reach out to our support team if you require assistance with your purchase with the Electric Tobacconist.

Posted 2 years ago

“I have two previous orders that are NOT being delivered and one currently in play. Used to be prompt but now customer service is horrible. I've reached out to them but still not receiving my orders.”

Helpful Report

Posted 2 years ago

Hi, thank you for reaching out to us and we are very sorry for the delays seen on your purchases. We see that you currently have a ticket submitted for your orders and we will use these to keep you up to date on the most recent happenings. We currently estimate 10-16 business 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. If it has been more than 40 days from when you placed this order and you have not yet received the package, we would be happy to reship or refund the order at that time. We understand that this seems like a long time to wait, however it takes this long for us to ensure a package is indeed lost, or is being returned to us. Under the Shipping Guarantee, we do confirm that all of our customers will receive their purchases or will be refunded accordingly.

Posted 2 years ago

“My order came with one box missing of cartridges. Refund my money asap”

Helpful Report

Posted 2 years ago

Hi Heather, we are very sorry that your order arrived incomplete. Looking at the interaction you have had with our team, it seems as though this missing item has already been refunded. You should see these funds in your account currently. We apologize again for any inconvenience this situation has caused you. Please let our team know if you require any additional assistance with future inquiries!

Posted 2 years ago

“I placed 2 orders, Dec. 2nd and 3rd and as of today, I have not received either. The customer service can't help they say because you have to wait 40 days before you can request a refund if I still have not received the orders. I never got a tracking number and at this point I don't think I will. This was the first time I purchased from electric tobacconist and wished that I had not.”

Helpful Report

Posted 2 years ago

Hi, we apologize for the delays seen on your purchase and we will work to get these to you as quickly as possible. We have reached out to our carrier concerning the whereabouts of these orders and have started an email thread with you. Please feel free to reach out to us with any questions or concerns that may arise in the interim. -Britt, Customer Care

Posted 2 years ago

“Customer service is nonexistent. Shipping is a major problem, you would think that customer service would help the customer. I bought my vape product on the 11th of Dec. today is the 29th an still haven't heard anything.”

Helpful Report

Posted 2 years ago

Hi Pam, we are very sorry to hear that you are experiencing difficulties obtaining your purchase and we would be more than happy to assist in getting this rectified for you. From the interaction that you have had with our team, it does look as though both orders are actively en route to your location. Since our independent carriers 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. We have reached out to them regarding the whereabouts of your purchase and will be in contact with you once we have received pertinent information. -Britt, Customer Care

Posted 2 years ago

“The helpdesk is totally useless. I can’t get any further than putting the order number in and that’s it and say that my order was not received but I can’t get anywhere after that. Nothing else happens and it’s been over 30 days since my order I hope your refund my money.”

Helpful Report

Posted 2 years ago

Hi Eileen, we are very sorry to hear that you are experiencing difficulties obtaining your purchase and accessing our HelpDesk. I've gone ahead and reached out to you via email to ensure that we are able to get this situation resolved for you as quickly as possible. Please feel free to follow up to that email with any additional questions or concerns that may arise. -Britt, Customer Care

Posted 2 years ago

“Never got what I ordered, wouldn't use again”

Helpful Report

Posted 2 years ago

Hi Dustin, thank you for reaching out to us. It does look as though your order has been returned to us due to an exceeded amount of delivery attempts. We have reached out to you via email to either reship or refund this purchase for you. -Britt, Customer Care

Posted 2 years ago

“I thought this was kind of funny that they wanted me to review my purchase when I never received it”

Helpful Report

Posted 2 years ago

Hi Susan, we are very sorry that your order did not reach you. Looking at the interaction that you have had with our team, we have already refunded you for this purchase as it did not arrive in a timely manner. We want to apologize again for any inconvenience this situation caused you. We can confirm that we are working adamantly with our carrier to rectify such delays as quickly as possible. -Britt, Customer Care

Posted 2 years ago

“The worst experience EVER!!! Waited over 45 days for the delivery to not show up then had to contact customer service for nearly two weeks to get a refund for my order. Used to be outstanding but now so awful I will NEVER place another order with them.”

Helpful Report

Posted 2 years ago

Hi Laura, we are sorry for the poor experience you have underwent with our shipping partner. We want to affirm that we are working with them to improve their service levels and increase their delivery efficacy. That being said, 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. Though, we have seen some instances where shipping will exceed this and do not guarantee delivery within our estimated timeframe. If it has been more than 40 days from when you placed this order and you have not yet received the package, we would be happy to reship or refund the order at that time. We understand that this seems like a long time to wait, however it takes this long for us to ensure a package is indeed lost, or is being returned to us. -Britt, Customer Care

Posted 2 years ago

“Product is great; when I got it through Phix, it was with free shipping, auto refill and prompt delivery. Through Electric Tobacconist, shipping takes over 3 weeks and is not free unless you purchase a large quantity. If I could find another source for Phix pods, I would definitely not order through this company.”

Helpful Report

Posted 2 years ago

Hi, we are very happy to hear that you have received your purchase and we are very sorry for the extended period of time that it took to reach you. Since your order is being brought to you using an independent shipper because of the PACT Act, 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. However, we can confirm that we are working with our carrier to increase their communication and reduce delivery times. -Britt, Customer Care

Posted 2 years ago

“My Vuse Alto pods are defective & don't work. I spent tons of money. The site will not let me submit an inquiry or resolve this issue.”

Helpful Report

Posted 2 years ago

Hi, we appreciate your reaching out and we are very sorry to hear that you are experiencing difficulties with your purchase. Looking at your interaction with our team, it seems as though we are awaiting your answer regarding how many pods were not working properly. Once you respond to our email, we would be more than happy to assist in getting this concern resolved for you. -Britt, Customer Care

Posted 2 years ago

“ordered nov 21 and still no exact delivery date. i cant be guessing so im home to sign this is beyond ridicoulous if i were told when is a different story , i dont mind waiing just tell me the day to be home!”

Helpful Report

Posted 2 years ago

Hi, we apologize for the delays seen on your purchase. We have received your inquiry and have reached out to our carrier concerning the whereabouts of your purchase. We should have an answer for you within 48 hours and will update our email thread with this information. We appreciate your patience and please do let us know if we can answer any additional questions or concerns in the meantime - you can write to the thread open in your email at any point. -Britt, Customer Care

Posted 2 years ago

“One BAD Apple... I absolutely LOVED Electric Tobacconist, UNTIL my last experience. I've told all my family, friends & followers on each of my Social Media platforms, how GREAT the customer service was here. It's what actually has had me purchasing from them, instead of me supporting a local shop, with approx. $1 difference, on average (in favor of E.T.). Well, one bad Apple can spoil the whole bunch, however this review is solely based on this latest experience and is NOT a reflection of ANY past employee or customer service! So, I had previously opened a ticket about a faulty product. The person who handled that said, please try these things (I had already done most of them, but did revisit and do suggestions) and whatever persists, we will proceed with those. Previously, I'd just been asked what troubleshooting I tried (must of sufficed, as we proceeded) versus now being given a list and told to come back (didn't ask what I had tried). Although different than past approaches, I certainly wasn't dismissed or disrespected and didn't feel this was an unreasonable request, at all. More often than not, customer service is about how you treat a customer and not the details. She was SO nice, which made me extra agreeable. Then we have the opposite of all that...Louis. Super unreasonable, not hearing me out, clearly doesn't seem to care (ironic, since he's on the Customer CARE Team) and when we hit this wall in our communication, so early on, I requested to talk to a supervisor. He had responded to EVERY email sent with a question, eager to inform/reiterate me that E.T. will NOT take my items back, due to the 30 day return policy (reason, including faulty, had no bearing on leeway- according to him). This product has a reputation of failing, so I've had to do this a couple times and not once did anyone say a thing about the return policy applying to faulty items! I typically buy several, at a time, so how could I possibly know by using/charging each of so many batteries for short time and repeating it, in a random short time period (faulty is faulty!)? If at any time, one of the previous VERY helpful employees had said, well I will go ahead and do it this time, but in the future our 30 return policy does apply. NEVER a mention/question about this before. I TRIED to tell Louis about these experiences and his response was... just because we've done things one way in the past, doesn't mean I have to do it the same now...(paraphrased). Okay, so you pride yourself on inconsistent enforcement of policies and being as unhelpful to the customer, as possible? If I recall, what another employee said, the manufacturer reimburses them for them reimbursing me, because of being faulty. Louis acted like it was coming out of his personal paycheck and he seemed determined to make sure I wasn't going to get even a penny back, since I'd missed the return date. What I find the most egregious about all this is that, I was actually already proceeding with the return per previous direction from the employee handling my original ticket aandvyes and here is what to check to maybe narrow down how many if we could narrow down, the number of batteries I was returning. So, he actually under-minded a fellow employees decision, that hurt/not helped a customer...really? (that's what I wanted to discuss with a supervisor)! Lastly, just to clarify, I never request cash reimbursement (including this time) and ONLY wanted the faulty batteries replaced. So, I think I'm being reasonable and not demanding, in any way. It was clear the times, I spoke to Louis, that customer satisfaction was NOT a goal or even on the radar. It wasn't like, how can we make this work (like EVERY other interaction with employees has been), but instead, this approach was more like I'm going to create as many barriers, as possible, and I'm NOT helping you. You can feel the overall culture of a business you deal with (you know the vibe). Louis feels like a rotten sour Apple in a basket of freshly picked sweet Apples. LOL Employees like that, can infect the "good apples". As I write this, my request to speak to a supervisor is being ignored...not the respect, I've come to know E.T. to deliver and unfortunately, not something I'm willing to put up with for future orders (when he's gone, I'll be back though)! Now Travis- isn't allowed to leave, though...like, EVER! LOL Now he is the other end of the spectrum and has ALWAYS been AMAZING! He didn't always give me the answer I was hoping for, yet it's all in the delivery. He respectfully explains things and fully listens to customers. It could serve Louis well to take a page (or 2) out of Travis's "book". Thank you.”

Helpful Report

Posted 2 years ago

“I have not received my order or a tracking number and it’s been 2 weeks. I attempted to submitted an inquiry but there is no submit button on the inquiry page…. I can’t find a contact phone number.”

Helpful Report

Posted 2 years ago

Hi Sonya, thank you for reaching out to our help team. We responded to your email thread with your tracking information within 24 hours of receiving your inquiry. We ask that you please check your spam folder as it is possible that our response got caught in this filter. If you have any additional questions or concerns regarding your purchase, please do not hesitate to follow up on the thread as we would be more than happy to assist however we can. -Britt, Customer Care

Posted 2 years ago

“I order 11 bottles and never got a tracking number and it’s now been a week and now I have to call the bank to cancel…no contact info emailed them and still nothing..definitely will never order from this company”

Helpful Report

Posted 2 years ago

Hi, we are very sorry that you have yet to receive your purchase and we appreciate your continued patience in this situation. It looks as though you wrote into our helpdesk and within an hour of receiving your inquiry, your tracking link was provided by our team. We ask that you please check your spam folder as it is possible that this email was filtered into this location. If you have yet to receive your purchase, or have any questions or concerns about its contents, please do not hesitate to reach out to us via email or by using our helpdesk. -Britt, Customer Care

Posted 2 years ago

“Place my order on October 31st it is November 18th still have not received it the last tracking thing I looked at today said it was at its final shipping destination November the 7th you all are in lavergne Tennessee I am in Knoxville Tennessee I could have drove there and got it overnight this is ridiculous”

Helpful Report

Posted 2 years ago

Hi Constance, we appreciate your reaching out and we would be more than happy to provide feedback in this situation. We are located in Boulder, Colorado - all of our packages originate from this location and are shipped via local channels from the shipper's central distribution center (Missouri). It looks as though your purchase is actively en route to your location. 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 very much value your shopping with us. Please always feel free to reach out to our team with any additional questions or concerns that may arise whilst you await your purchase.

Posted 2 years ago

“Order placed 11-01. It’s 11-17. Order not received. No estimated arrival date. Someone could have walked it here faster. Will likely not order again. It’s 2022. It shouldn’t take this long to receive a small order. Get it together.”

Helpful Report

Posted 2 years ago

Hi, we are very sorry to hear that you have experienced difficulties obtaining your purchase and are more than happy to help where we can. We have located your tracking information for your purchase, it looks as though it was marked for 'out for delivery' today which indicates it should be arriving at your shipping address shortly. Please let our team know if you run into any additional troubles as we would be more than happy to assist where we can. Thank you very much for shopping with us.

Posted 2 years ago

“I've read several customer reviews regarding the slow delivery times. Each of your company's response is slightly different, but none the less same meaning (ahhh...we're working on making improvements....) Are you??? I just placed a significant/large order with your company yesterday. Will I need to wait a month or longer for my order to be delivered?”

Helpful Report

Posted 2 years ago

Hi, we are working with our carrier to improve their service and are thankful for your shopping with us. While this is a slow-moving process as they are the only legal medium employable at this time, we can confirm that we are seeing progress being made. We appreciate your continued patience and understanding in this situation - please always feel free to reach out to our team with any additional questions or concerns that may arise as you await your purchase. -Britt, Customer Care

Posted 2 years ago

“Placed order 11 days ago and still have not received it.when they processed they left out half the order but never adjusted the shipping charges so the shipping charges exceeded the cost of the product. When notified of the errors they refused to address the issue.”

Helpful Report

Posted 2 years ago

Hi Richard, We do our best to explain in as many places as possible what our shipping thresholds are according to spend bands. You opted to spend $15.99 which comes with a shipping charge of $16.99. This is of course a high shipping charge but that's because it now costs us a lot more than that to ship your order because of new legislation (ie the PACT Act). For future reference had you spent over $100 the charge would have been $3.99 and over $150, we offer shipping 100% free of charge. Kind regards, Louis Customer Care

Posted 2 years ago

“I’ve ordered from ET a few times, no problem. This time, i’m waiting over 20+ days for one bottle of damn juice. Make sure you’re not out of your stuff when you decide to order. :) I’ll never be using this site again.”

Helpful Report

Posted 2 years ago

Hi Marci, thank you for reaching out concerning this issue as we would be more than happy to provide support in any way possible. Looking at the tracking information for your purchase, it looks as though this was marked as delivered on October 19th. We have reached out to you via email to ensure that you have property received your purchase. If not, the Electric Tobacconist would be happy to provide the next best steps in getting this situation resolved for you. -Britt, Customer Care

Posted 2 years ago

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