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

“Unable to deliver product. Two orders in a row, not received, about to cancel the second one for refund. ET says they are unable to track the order once it leaves their facility. Unreliable.”

Helpful Report

Posted 3 years ago

Hi Cheryl, I am very sorry that your orders did not reach you in a timely manner. Looking at our interactions, it seems as though both orders have been refunded under our Shipping Guarantee offered to all customers. I can confirm that we are actively onboarding an alternative to our current shipping options to offer better delivery times and tracking information, while also working on improving the service of our current providers. We greatly appreciate your continued patience in this situation.

Posted 3 years ago

“You better order these a month or more before you need them, because shipping time is outrageous.”

Helpful Report

Posted 3 years ago

Hi Cindy, I am very sorry that your orders are taking longer than usual to reach your location. We can confirm that we are not only working with our current providers to better their delivery times, but we are also in the process of onboarding alternatives. This will allow us to reach more of our customers while also decreasing our packages' arrival time. We appreciate your continued patience in this situation as we steadily becoming further acclimated to the post-USPS shipping atmosphere.

Posted 3 years ago

“This company has the worst delivery times of any company I have ever bought from. My last order took 3.5 weeks from the time I ordered to actually received. The previous order was 2.5 weeks. Why???”

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. The only provider available in your region at this time is our Standard Regional Carrier. We ask that you please check out our Shipping FAQ page for more information: https://www.electrictobacconist.com/shipping-tracking-i287 Our options have slightly longer transit times as well as occasional delays in tracking updates; however, we can confirm that in working with them we will be able to reduce this over the coming weeks. However, with the infrastructure and bandwidth that this carrier has, their delivery times will exceed what you are used to with USPS. We extend our thanks for your patience as we work towards this and we will be continuously providing you with updates regarding our progress. We do sincerely apologize for any inconvenience that this has caused you; please do let us know if you have any further questions or concerns in the interim by contacting our HelpDesk: https://help.electrictobacconist.com/support/tickets/new

Posted 3 years ago

“I never received it”

Helpful Report

Posted 3 years ago

Hi John, I am very sorry that your order didn't reach you. Inaccordance with our Shipping Guarantee, we commit that all customers will receive their package or a refund. As your order did not arrive, we refunded your purchase on February 13th. Once again, I sincerely apologize for the experience you had with your recent order. I can assure you that we are working closely with our shipping partners to improve their services as well as looking at other shipping options. We foresee improvements happening in the coming weeks once these providers get acclimated to the new regulations and larger bandwidth.

Posted 3 years ago

“Took more than a month to receive them”

Helpful Report

Posted 3 years ago

I am very sorry to hear about the delays that you experienced with you recent order. Unfortunately, we are no longer able to ship through USPS. All other major shipping companies have also decided to implement similar vaping bans and as a result of this, we have had limited shipping options. We are tirelessly working with the independent carriers that we have partnered with to improve their services as well as looking for other shipping options as well. We can assure you that this will not be the new norm for us and we appreciate your continued patronage during this difficult time for the vaping industry.

Posted 3 years ago

“I have ordered 4 times an still havent received a order. They should try to get the products to more store so can buy there. In 3 different states i found 1 store to purchase these at an it sucks!!!!”

Helpful Report

Posted 3 years ago

Hi Cheryle, I am very sorry that you have yet to receive your purchases and I would be more than happy to assist. It looks as though all, save for your most recent order with us, have been marked as delivered. Your most recent order was reshipped in accordance with our Shipping Guarantee and has departed the central distribution facility. I have reached out to you via email to work through the orders that have you have yet to receive in hopes of resolving this as quickly as possible for you.

Posted 3 years ago

“I gave ET this rating because it is a struggle to get my order and because I have to pay postage for my package, it is becoming much more expensive. So the rating is because I CANNOT get the product. I have it mailed to a third party who then has to mail it to me. It is beyond ridiculous that a 79 year old woman cannot purchase nicotine!”

Helpful Report

Posted 3 years ago

Unfortunately, on October 20th USPS banned the shipment of nicotine products due to the PACT Act legislation. This new policy is in addition to similar bans that UPS, FedEx, DHL, and all other major shipping companies put into place in 2021. As such, we are now reliant on two private carriers that make compliant deliveries (including obtaining a signature upon delivery). Additionally, in compliance with this legislation, we are no longer able to ship to PO Boxes. Please refer to our Shipping FAQ page for more information: https://www.electrictobacconist.com/shipping-tracking-i287 Regrettably, your area is currently out of the operational area of our carriers. We are very sorry for the inconvenience this causes. We are working with them to expand their bandwidth so as to service as many of our customers as possible. You can visit our ZIP Code Checker to sign up to receive an email notification once your area has been added to the service area of our carriers: https://www.electrictobacconist.com/front_restrictions/check_delivery We greatly appreciate your patience and understanding during this uncertain time for our industry. We hope this information helps and please feel free to let us know if you have any questions or concerns.

Posted 3 years ago

“I had to cancel my order and get my money back because you, yet again, failed to uphold your end of the deal! I will not be a returning customer! Get your shipping issues handled!”

Helpful Report

Posted 3 years ago

Hi Kristy, I am very sorry that your recent order never reached you. Per our Shipping Guarantee, we commit that all customers will receive their package or a refund. On February 13th, we refunded your purchase in full as you had not received your order. To provide some clarification on this situation, unfortunately, USPS banned the shipment of all vaping products on October 21st, 2021. UPS, FedEx, DHL, and all other major shipping companies also decided to implement similar bans early last year. As a result of this, we have had to partner with two indepedent carriers to carry out compliant deliveries. These providers do not have the same infrastructure as the other major shipping companies. As such, their transit times will exceed what you are used to seeing. They are also experiencing some delays due to larger bandwidth. We are constantly working with them to improve their services so that we can provide the best customer experience. Please note that this is a relatively slow process but we can assure you that this will not be the new norm for us.

Posted 3 years ago

“I wouldn’t know about this product as it hasn’t been received. I ordered over a month ago & keep getting the run around. It showed delivered twice (it wasn’t) all responses say wait 48 hours for delivery and reach out again …….. I’ve done this multiple times without receiving what I purchased. Look elsewhere for your juice & supplies if you want to actually get what you pay for.”

Helpful Report

Posted 3 years ago

Hi Matthew, I am very sorry to hear that you have not yet received your order. In accordance with our Shipping Guarantee, we commit to all customers that you will receive your package or a refund. It appears that we have a current thread with you about this purchase and as we haven't heard back from you since the 16th, we were unable to take action on your purchase. I have gone ahead and followed up via email so that we can get this rectified as soon as possible.

Posted 3 years ago

“Placed an order 1/21, order still not here 2/17. Sent an e-mail to you with all details on 2/7 with a promise of a 48 hour response. 72 hours later, no response from you. No chat, no number to call. $400 order and I continue to get emails asking me to rate/review something I don't have. Upset doesn't even begin to cover it. Getting ready to file a chargeback with credit card company.”

Helpful Report

Posted 3 years ago

Hi, I am very sorry that you have yet to receive this purchase. It looks as though you wrote into our HelpDesk on the 13th at 1:30PM and our team responded to you the same day at 2:11PM detailing the reasoning for the delays seen on your package. We ended our response with an offer to reship or refund the purchase if it had not been received by tomorrow. Please respond to the email thread created by your original inquiry if you do not have this package in your possession by the end of the day tomorrow, and we would be more than happy to reship or refund this in accordance with our Shipping Guarantee. We appreciate your continued patience in this situation; please do let us know if you have any further questions or concerns by responding to the same thread.

Posted 3 years ago

“Been a month, and I still have not received my order.”

Helpful Report

Posted 3 years ago

Hi Sainath, I am very sorry that you have yet to receive your purchase. Under our Shipping Guarantee offered to all of our customers, we would be more than happy to refund or reship your purchase. I have reached out to you via email to begin this process. We greatly appreciate your patience in this situation.

Posted 3 years ago

“Never got my order or refund”

Helpful Report

Posted 3 years ago

Hi Kelly, we are very sorry to hear this! I have reached out to you via email to get this situated as quickly as possible with either a reshipment or refund, in accordance with our Shipping Guarantee. I'll be on the lookout for your response and I greatly appreciate your continued patience in these circumstances.

Posted 3 years ago

“Very upset with the way Electric Tobacconist USA handled my shipping situation. My package is traveling everywhere but to my house. It has wound up in transit up to about 100 miles from my house then was shipped to Dallas. Then it came back to near my house and it is just sitting there. I have since ordered from another company and got my juice is 3 days!!!!!!! It was a private carrier and I got it in 3 days!!!! The bs that this company gives you is not accurate. It is understandable 5 to 7 days bc of the different way of shipping but not 40 or 44 days... we are onn day 45. I do not recommend ordering from this company with there current carrier. Agents blame it on the carrier and the carrier do give 2,3,4, or 45 effs!!!!!! I never received my package. I doubt it ill ever receive it.”

Helpful Report

Posted 3 years ago

Hi Kellie, thank you for your feedback in this situation. 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. Looking at the interaction between yourself and our team, it seems as though we have offered to reship or refund your purchase in accordance with our Shipping Guarantee and are currently awaiting confirmation of either in your response.

Posted 3 years ago

“I had ordered from them multiple times. The Delivery service company's they use are HORRIBLE, takes over 3 1/2 weeks to get your products, found another website that I get them within 7 days. So sad, when you communicate with them they are polite but all you get is the standard we are sorry and regulations etc., if that's the case why do the other company I now use don't give that excuse?”

Helpful Report

Posted 3 years ago

Hi DG, we greatly appreciate the feedback you have provided us in this situation as we are constantly looking to improve our services. The Electric Tobacconist follows all state and federal mandated regulations - as such, we are no longer able to use USPS as a shipping provider. UPS, FedEx, DHL, and all other major shipping companies have enacted similar policy. Thus, we are using two independent couriers. They are more accustomed to commercial shipments, so we are currently working with them on augmenting their available public tracking abilities. And they are not quite accustomed to our bandwidth, though they are making the necessary changes in this regard when possible. Thank you for your continued patience and understanding in this situation whilst we overcome difficulties presented by the PACT Act legislation.

Posted 3 years ago

“From time of order to actual delivery was 1 month. I used to receive within 10 days”

Helpful Report

Posted 3 years ago

I sincerely apologize for the delays you have experienced with your recent orders. As a result of the PACT Act legislation, we are no longer able to ship through USPS. All other major shipping companies, including UPS, FedEx, and DHL have also implemented similar bans to prohibit the shipment of all vaping products. As such, we are reliant on two independent carriers to complete compliant deliveries. To provide some clarification, these carriers are two of the most commonly used providers in our industry at the moment and for a while, these were the only options available. These couriers are currently experiencing some delays due to increased shipping volumes as well as different infrastructure than other major shipping companies. We can assure you that we are doing everything in our power to get back to the shipping standards our customers have seen from us before these new regulations were set in place. We appreciate your patience as we work towards this and we would like to emphasize that this is not the new norm for our customers going forward.

Posted 3 years ago

“took almost 3 weeks to get my order very dissatisfied with your shipping probably won't buy anything again.”

Helpful Report

Posted 3 years ago

Unfortunately, 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.

Posted 3 years ago

“Due to new laws, they are limited on shipping. Their choice in carrier is extremely poor. Three weeks after my order, I never could connect with my order. Very disappointed.”

Helpful Report

Posted 3 years ago

Hi Janet, we appreciate your continued patience and understanding whilst we overcome the difficulties presented by losing not only USPS, but all other major shipping companies. We understand that our current partners are not quite up to par with what our customers are used to; however, we want to assure you that we are doing everything in our power to bolster their service abilities while also looking to expand our shipping options where available. Looking at the tracking information for your most recent purchase with us, it seems as though this is in the process of being returned to us. This mostly happens when the delivery driver is unable to obtain a signature for the parcel upon delivery. Anytime you see "returned to sender" or an inconsistency on your tracking, please do not hesitate to let us know as we would be more than happy to assist in getting troubles resolved as quickly as we can. I have followed up with you via email in order to either get your products to you, or provide a refund for the purchase.

Posted 3 years ago

“Delivery system is horrible.”

Helpful Report

Posted 3 years ago

Hi, thank you for reaching out to us with this information - we take all feedback into account when exacting policy as well as communicating with our shipping partners regarding their service. Unfortunately, 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 Looking at the tracking for your most recent purchase with us, it seems as though this was marked as delivered on the 4th of this month. If you have not yet received this, please don't worry. I have reached out to you via email with the next steps in getting this purchase to you as quickly as possible in accordance with our Shipping Guarantee.

Posted 3 years ago

“Very unprofessional”

Helpful Report

Posted 3 years ago

Hi Linda, I want to extend our sincerest apologies for the poor experience you have undergone with our shipping partners and we can assure you that this will not be the new norm in the near future. Looking at your purchase with us, it seems as though this was returned to us due to failed delivery attempts - this typically takes place when the courier is unable to obtain a signature upon delivery. Under our Shipping Guarantee, we would be more than happy to replace this purchase for you, or refund the order. For any difficulty that arises with any order or item, we recommend reaching out to our HelpDesk first so that we are able to take immediate action on the issue. You can always reach out to us via email at hello@electricotbacconist.com as well!

Posted 3 years ago

“My order was shipped 37 days ago and was expected to be delivered four weeks ago. I'm still waiting. When I contacted customer service, they told me they would refund the order after a certain amount of more time had passed without delivery or they could reship with the same carrier, which could take another 30 days. They have a good selection and competitive prices, but their shipping (which I paid for) is the worst I've ever seen. No other competitor I've used has performed so poorly.”

Helpful Report

Posted 3 years ago

Hi, we greatly appreciate your feedback in this situation as we are constantly growing and improving our service. Looking at our interaction via our HelpDesk portal, it seems as though we offered to reship this purchase for you if it had not been received on the first of this month. The Electric Tobacconist Shipping Guarantee ensures that all of our customers either receive their products, or are refunded accordingly. There is the potential for delays for reshipments as well, though we see a majority of these shipments reach their final destinations within a reasonable timeframe. The 30-day notice on the response that you received serves only as additional information regarding our policy in the event that the secondary shipment is lost as well. We would like to emphasize that this does not take place at a frequent rate. In order to get this situation resolved for you in the most efficient manner possible, I have followed up with you over email with the next best steps for your order.

Posted 3 years ago

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