My first time ordering from this company. Amazing shipping rates and delivery time... The problem w getting good deals are the shipping cost. This company has unbeatable shipping rates i recieved my... Leggi di più
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I have never had an issue with you guys. You have been I've if the only companies that I'm even able to buy my refills. Brian had been literally amazing and super responsive. I appreciate you and your... Leggi di più
This company has terrible shipping, an not good customer service. I placed an order Dec 11th it dispatched on the Dec 12th. There was no tracking available, my order finally arrived today ( jan 12t... Leggi di più
L'azienda ha risposto
Electric Tobacconist is a undependable, irresponsible blight on the consumer. Every concern is met with lies or a "pass the buck" response. I purchased 2 Blu vape devices and neither of the... Leggi di più
L'azienda ha risposto
Dettagli dell'azienda
Informazioni fornite da varie fonti esterne
The Electric Tobacconist first launched in the UK in 2013 and following on from our success across the Atlantic, the Electric Tobacconist USA was born in early 2015. Though we’re an American company through and through, our name pays homage to our British roots. The local tobacconist was traditionally the place where the community went to pick up their smoking supplies, discover the latest innovations in tobacco, and get expert advice and recommendations on what to buy. However, things have changed. People are moving away from traditional tobacco and are looking for an alternative. That’s where we come in. We’re a tobacconist for the 21st century. The Electric Tobacconist USA is your one-stop-shop for e-cigarette and vaping supplies, offering absolute convenience, an ever-evolving range of products, and a commitment to the customer that’s second to none. Our unwavering focus on customer satisfaction has made us one of the biggest online vape shops in the US, and we continue to adapt and grow to stay at the forefront of this fast-moving industry. Every time you visit our site, you’ll find something new and exciting, whether it be state-of-the-art vaping hardware or the hottest vape juice range in the US.
Informazioni di contatto
80301, Boulder, Stati Uniti
- hello@electrictobacconist.com
- electrictobacconist.com
2,9
Nella media
347 recensioni
Ha risposto al 83% delle recensioni negative ricevute
Solitamente risponde entro 1 settimana
Come questa azienda usa Trustpilot
Scopri come vengono raccolte, valutate e moderate le loro recensioni e valutazioni.
Fast accurate package tracking
Fast accurate package tracking. Shipped quick and well packaged. Highly recommended
2 marzo 2022
Non scritta su invito
When I get the product I ordered 8…
They re-shipped no charge the product I ordered that never made it. I appreciate the effort. Shipping is "IFFY" in Ma.
2 marzo 2022
Non scritta su invito
Risposta di Electric Tobacconist® USA
Hi Richard, we appreciate your feedback in this situation. It looks as though we reshipped your order yesterday and it is expected to arrive by Monday. Please do let us know if this does not arrive in a timely manner as we would be more than happy to provide assistance wherever possible.
Amazing customer service
I use Ignite Icy Mint V15. I was disappointed to learn that they were out of stock and contacted customer service. Not only did they get them back in stock in 2 days, but customer service contacted me to let me know they were back. Can't say enough good things about this company. Great products and excellent customer service.
26 febbraio 2022
Non scritta su invito
Quick response from the vs team..and…
Quick response from the call team..and quick follow up
Excellent service to resolve my request
22 febbraio 2022
Non scritta su invito
Wanting Starter Kit to Sample Mistic E-cig...
Looking for a new E-cig after all the close downs. Would like to try the Mistic Line, but was looking for a starter kit.
19 febbraio 2022
Non scritta su invito
A great experience
A great experience, thank you very much. A very frustrating problem but customer is completely satisfied thanks again, Taryn. Greg Olear
13 febbraio 2022
Non scritta su invito
Awesome customer service
The attentiveness & care that customer service showed to resolve my issue was amazing.
Travis & Britt were the best! My heartfelt gratitude to both of them.
13 febbraio 2022
Non scritta su invito
Risposta di Electric Tobacconist® USA
Hi Linda, thank you very much for your kind words! We are very happy that we were able to help in resolving the concern with your purchase. Our best wishes go out to you and your husband! I hope that you have a wonderful rest of your week - if you ever have any additional concerns that arise please do not hesitate to let us know!
Frustrated
I purchased $143 of vape cartridges on Dec 28th and did not receive them until Feb 2nd. Went on their site after 2 weeks from order and there was a prompt not to contact them until 21 days from order. Got a email that the final carrier had my package on Jan 24th. It took 8 days before I received it after the notice. Inquired about it with an email to customer no service on Jan 28th with no reply. The real kicker is I had to pay for shipping and qualified for free shipping. I am disabled and can't drive is why I rely on timely shipping. My first experience with this company was very disappointing.
12 febbraio 2022
Non scritta su invito
Risposta di Electric Tobacconist® USA
Hi Barry, I would be more than happy to assist in resolving this situation for you. Looking at our interactions, it seems as though we responded to your inquiry within 12 hours with an offer to reship or refund your purchase as it was deemed lost in transit by our policy. We have yet to receive a response, so no further action was taken on your purchase.
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. 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
I have followed up on our email thread to ensure that you have received this purchase, and if all went well with the contents!
Shipping or Tracking my order dose not…
Shipping or Tracking my order dose not make any sense. I Placed a ordered on JAN 20th 2022 and yet to receive it . The Tracking is a joke its went from Colorado to California back to Colorado and I'm in Maryland I will never order from them again sign paying customer BEWARE .
7 febbraio 2022
Non scritta su invito
Risposta di Electric Tobacconist® USA
I am very sorry that you have yet to receive this purchase. In the event that you do not have this in your possession by the 17th of the coming week (Thursday), please let us know and we would be able to refund or reship your order at that time, in accordance with our Shipping Guarantee provided to all customers.
Unfortunately, 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.
In the event that the 17th does come and you do not have this package in your possession, I have sent a preemptive email for you to reach us at directly. This will ensure that this difficulty is resolved as efficiently as possible.
six star company
This is one of only a few 6 STAR’s company’s.That’s right , 6 stars. Outstanding customer service & support. The companies that offer this type of service are rare. Can only offer that to do business with Electric Tobacconist with be a fantastic experience.Had a shipping problem and they were there to immediately correct and follow up. 200 % satisfied.👍
2 febbraio 2022
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Electric Tobacconist is a great…
Electric Tobacconist is a great company, and I will not shop elsewhere for my vape supplies.
29 gennaio 2022
Non scritta su invito
BEWARE!!!
Placed a $200 order on 12-13-21, it's now 1-4-22 and not only did I not receive my order, the SCAM delivery company has OUTRIGHT LIED about making two delivery attempts and not only is their customer service department useless, they're rude. Especially "Britt". I have contacted my bank and the attorney general in my state. DO NOT ORDER FROM THEM, THEY'RE SCAMMERS!
EDIT FOR MY RESPONSE: Britt, as you have been informed (multiple times) YOUR shipping company shows two "attempted delivery exceptions" when I was CLEARLY home at those times, so I requested clarification from you, which I never received. You keep trying to hide behind your "supposed" terms and conditions, in lieu of doing anything to locate the package and hold the delivery company accountable for outright lying in regards to the attempted deliveries. I've also sent you the information from the BBB website, proving I'm far from the only person the same exact situation happened to. I gave up trying to get answers from you (worst customer service, ever) so, you can explain it to my bank, who is handling the chargeback.
As far as the delivery company claiming they delivered the package on January 5th and obtaining MY signature, my bank will request proof, (of which you have none) as it NEVER happened. Since your shipping company outright lied about the two previous delivery attempts, claiming they did deliver the package doesn't surprise me. At all.
I've been an excellent customer for years and the way you treated me (and hundreds of others who have reached out to me) is despicable.
4 gennaio 2022
Non scritta su invito
Risposta di Electric Tobacconist® USA
Hi Charlotte, I am very sorry for the unsatisfactory experience that you have undergone and I would like to provide clarity on this situation.
Regarding our interactions, our team informed you of the difficulties and potential delays on orders. We also informed you that if you did not have this package in your possession by the 13th of this month, that you were guaranteed a refund. In the same vein, our Terms and Conditions as well as our Shipping FAQ (links found at the bottom) state that you will either receive your package or will be compensated via a refund. With this contract in place, entered by both you and the Electric Tobacconist, upon creating your account with us, there is no situation possible wherein you would be scammed.
Looking at the tracking information for your purchase, the package was marked as delivered on the 5th of this month at 12:33 PM signed by you. In the event that you have not received this package, please reach out to us so that we are able to resolve this situation for you as quickly as possible.
Please let me know if you have any further concerns as I would be happy to assist personally.
https://www.electrictobacconist.com/terms-conditions-i7
https://www.electrictobacconist.com/shipping-tracking-i287
Best regards,
Britt
Shipping problems
We have been ordering for two years with good service. Now however we ordered weeks ago and no shipment has arrived so we ordered again and still no shipment. We are very disappointed because of this. Whatever is wrong with shipping I hope it is figured out soon as i am afraid my husband will start smoking cigarettes again. I hope you will reply.
7 dicembre 2021
Non scritta su invito
Risposta di Electric Tobacconist® USA
Hi Melody, I would be more than happy to look into this situation further for you. Unfortunately, I cannot find an account with the information provided in this review. Is it possible for you to reach out to us via email at hello@electrictobacconist.com or by using our HelpDesk on the website? You can write ATTN: Britt in the subject line so that I am able to handle this situation directly for you.
Shipping experience is horrible
Shipping experience is horrible. Following the tracking doesn't make any sense whatsoever so I never know when I have to be home to sign for the delivery. It changes every time I look at it and it's always pushed back. A few days ago, the order was in my state, now tracking says it's gone to another state. What the heck?! No excuse after all this time to not get the "new" shipping methods in order. Slow is acceptable I suppose, but get the tracking right!
24 novembre 2021
Non scritta su invito
Risposta di Electric Tobacconist® USA
Hi Zona, I am very sorry that you are experiencing difficulties with your tracking. Please know that we are working adamantly to resolve this with our shipping partners as quickly as possible. Since they do not have the same access points nor shipping routes as any other major shipping company, you will see your package take slightly unusual paths and the occasional delay in your tracking information.
I would like to emphasize that we are doing everything in our power to get back to the standards that we have upheld for so long.
Never got my order and they won't give my money back
I made a first time order almost a month ago and never received it. This company has no phone number. They ask you to submit a ticket through their website. Half the time I wrote out a ticket and was unable to submit it. When they did reply it was automated response. I have emailed them multiple times. They won't give my money back even though their shipping company shows the order was never received.
19 ottobre 2021
Non scritta su invito
Risposta di Electric Tobacconist® USA
Hi Leona,
We want to extend our sincerest apologies for the circumstances that have presented themselves in regards to your purchase. We understand the inconvenience of not having a phone number, however, we do need to have complete records of all issues. This ties in with our compliance and insurance standards.
Regarding your order, we are very sorry that it never made it to you. Since the package was returned to us, we have refunded your order in full.
We see that you are a new customer with us; please know that our shipping standards prior to the PACT Act were exemplary and we are striving to return to these delivery times and tracking capabilities. With the new regulations in place, our industry is facing hardship, but we are committed to serving our clientele to the best of our ability for the foreseeable future which is why we are in constant communication with our new shipping partner and in absolute compliance with all state and federal mandates.
If you'd like more information regarding the PACT Act and our shipping policies, please visit the links below:
https://www.electrictobacconist.com/shipping-i167
https://www.electrictobacconist.com/usps-vape-mail-ban-i285
https://www.electrictobacconist.com/terms-conditions-i7
Update from April 2021 review
Update from April 2021 review - shipping MUCH improved! Not quick but you can figure that out and allow for 10 days but shipping is now reliable. Have had no issues. Still ordering from this company & have been satisfied. Upped the # of stars.
4 agosto 2021
Non scritta su invito
I still have not received my product I…
I still have not received my product I ordered it on May 18th it was supposed to be delivered on June 4th waited three days never left my home never got the product I ask for a refund I never got that either. My name is Diane Fiandalo
8 giugno 2021
Non scritta su invito
Risposta di Electric Tobacconist® USA
Hi Diane,
Thanks for working with the team on this. I see your order was re-shipped on the 14th June. Sorry it came to this, but hopefully you'll get your re-sent package without further delay.
Thanks
Louis
ET Team
I never do this but BEWARE
I never do this but this has been the worst experience ever. I’m going to let everyone know BEWARE. HORRIBLE CUSTOMER SERVICE BECAUSE THERE IS NONE. YOU CANNOT TALK TO ANYONE AND THEY HIDE BEHIND A KEYBOARD WHEN THEY DO RESPOND. THEY TAKE NO ACCOUNTABILITY FOR MISTAKES EITHER. THEY BLAME EVERYONE BUT THEMSELVES. I WILL NEVER ORDER AGAIN. Now they say there was a delivery attempt and there was not as I have cameras on my home and there were zero notices. Like I said they take no accountability. I asked for the refund you didn’t offer it.
21 maggio 2021
Non scritta su invito
Risposta di Electric Tobacconist® USA
Dear Heidi,
Your order was placed April 25th (a Sunday) so left our warehouse on the Monday (26th).
Delivery attempts were made on the 8th May, the 13th and the 14th May. We have now refunded your money in full, but please be aware in future that due to the PACT Act you must be available to sign for packages.
Kind regards,
Louis
ET Team
I asked a question regarding vype cartridges, about what mix the…
I asked a question about what mix the vape juice, was it 50/50 or 70/30 . I received a quick reply saying they were not actually told this information, but on experience thought it was 50/50 or a 60/40 mix. This answer helped me reach my decision as I was actually looking for a 70/30 mix . I appreciated their honesty and speed in replying to me. If they ever sell the 70/30 I will be back to use them. Highly recommend their customer services 😁
14 maggio 2021
Non scritta su invito
Risposta di Electric Tobacconist® USA
Hi Catherine,
Glad we could help. Thanks for the 5 Stars!
Louis
ET Team
I tried to correct error in my name on…
I tried to correct error in my name on their website & it's impossible to do & no customer service phone #. Disappointed in n-joy for referring them for product. Terrible & not user friendly web. How do you order now!!!
Cheri
3 maggio 2021
Non scritta su invito
Risposta di Electric Tobacconist® USA
Hi Cheri,
Thanks for your feedback. It's absolutely imperative, especially when it comes to age verification, that we are A. 100% compliant, and B. we have a paper trail of all issues and resolutions.
I see you have an open ticket and a colleague of mine is actively working with you to try and resolve this issue. I am hopeful they can achieve a satisfactory conclusion on this matter.
Best regards,
Louis
ET Team
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