Took over a month to receive my pkg. Other than that I'm quite satisfied. Customer Service was very considerate and understanding to my concerns!! Take kept their word. Just be patient with them. You... Voir plus
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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... Voir plus
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... Voir plus
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... Voir plus
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À propos de l'entreprise
Informations provenant de diverses sources externes
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.
Coordonnées de contact
80301, Boulder, Etats-Unis
- hello@electrictobacconist.com
- electrictobacconist.com
2,8
Moyen
349 avis
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This company is a complete scam
This company is a complete scam. I purchased merchandise close to $300, they indicated that it would arrive within 3 to 5 business days. The merchandise takes up to six weeks, and sometimes never arrives at all. When I spoke to customer service, they refused to give me a refund and kept indicating there was a tracking number. I eventually had to go through my bank, who issued a refund. I would not order from them.
Response to feedback: what you were indicating in this response was NOT what the person that was helping me said via your help team. Regardless of your statements here, the merchandise never came to me, and when I asked for a refund I was refused. This happened after the two week period of not receiving my merchandise. I HAD to go to my bank because your company refused. Additionally, the merchandise never came. Your response is just essentially in my opinion, trying to make excuses for your customer service that is below the standard of care.
14 décembre 2022
Avis spontané
Réponse de Electric Tobacconist® USA
Hi Sarah,
We advise 3-5 business days once the package reaches the final mile carrier, which *can* take up to 10 days on top of this (we are working on this). Sorry if this was not made clear, but we do try to stress these lead times in our communication.
The laws brought in in 2021 have made shipping very difficult, which is why you will have been offered a refund if your order did not reach you in 40 days. If you chose to go via a bank chargeback that's your prerogative but it's not necessary to do this since we are happy to refund where orders have got lost.
Thanks for your feedback and I will make sure another check is run to see why you (and possibly others) think we are offering 3-5 business days delivery.
Best regards,
Louis
ET Customer Care
had an issue and was handled great and…
had an issue and was handled great and timely
customer service A+
23 janvier 2023
Avis spontané
Réponse de Electric Tobacconist® USA
Thanks for the A+ !!
Beware of ordering through this company
I placed an substantial order 20 days ago and I am still waiting for it to be delivered. I got one update on tracking 13 days ago and nothing sense. this is unacceptable business practice. I would’ve never placed an order with them if I knew it was gonna take this long. And not having anybody in customer service to speak to is ridiculous. Any credible business has someone there to answer questions over the phone. I usually get the pods from my local gas station but I figured I would buy in bulk. Oh FYI the local gas station says it takes a week for them to get there deliveries. If the delivery company is the problem then it’s time to fire them. They are making your company look bad. You should keep in contact and push the delivery service harder to deliver on time. At the end if the day we are doing business with you not them. So you can’t use them as your excuse for terrible service. One last thing, the 5 star reviews on here have got to be fake. There is no way anybody is ok waiting 30 to 40 days for there product to be delivered.
30 décembre 2022
Avis spontané
Réponse de Electric Tobacconist® USA
Dear Chris,
Thanks for your review of our service. The reality of online vape sales since the passing of the PACT Act is that logistics are now not as simple as they were when UPS, USPS and/or FedEx were an option. Our service has become more of a bulk buy (stock up and save) service where it does sometimes take 20 days or more for your order to arrive. This is why we have 40 package protection on all orders as well. Most of our customers now understand this (hence the positive reviews that you have accused us of faking) and they know the challenges we face.
You might well find other retailers ignoring these laws and being able to ship to you inside a week, but as the chosen exclusive online partner of NJOY, BLU, Logic (to name but three of many) we simply cannot ignore the law. That said, your frustrations are valid and we are exploring ways to reduce wait times on orders, but pulling a network of independent shippers across the US is not an easy business. With any luck, UPS or Fedex will relax their rules and normal service will be resumed some time soon.
Thanks,
Pascal (Founder)
They always respond with fast friendly information
They always respond with fast, friendly and accurate information. I appreciate that.
11 janvier 2023
Avis spontané
Réponse de Electric Tobacconist® USA
Thanks JKT!
This company has terrible shipping
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 12th 2023). It shouldn't take 30 days to get anything online this slowly. Because it has to be signed for, your stuck at home incase it arrives. They can't talk to anyone about your order
11 janvier 2023
Avis spontané
Réponse de Electric Tobacconist® USA
Hi Pam,
We are very sorry to hear that your order took longer than usual to get to you. We can confirm that we are in constant communication with our carrier regarding all purchases that go through our website.
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 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.
We apologize for any difficulties that were presented by the delays seen on your purchase and we can confirm that we are working with our carrier to improve their quality of service.
-Britt, Customer Care
Y’all need to switch their packages take too long
I used to order from you guys all the time at least once a month, but I realized my packages were taking longer and longer to get to me so I switched to price point NY, and now it takes three or four days for me to get my packages and the pricing is exactly the same except the shipping is cheaper so if anybody is discouraged by this company, you should definitely switch and nobody’s paying me to see this review I just got really tired of waiting for my Vape juice and pens.
2 décembre 2022
Avis spontané
Réponse de Electric Tobacconist® USA
Hi Jennifer,
We are very sorry to hear about this less than satisfactory experience and will continue to improve our level of service using feedback such as this.
Because 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 similar decisions surrounding the ban 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 Standard Regional Carrier.
Since they 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.
-Britt, Customer Care
Thank you for taking the time to give…
Thank you for taking the time to give me recommendations!
12 décembre 2022
Avis spontané
Quick response to my inquiry
Quick response to my inquiry. Solved my issue.
12 décembre 2022
Avis spontané
Great company - delivery companies not so great.
Always quick and helpful responses to my tickets. Just unfortunate the Biden administration had to enact the PACT act.
My experience thus far with Gateway has been less than desirable. If the package does show up, it takes a rather long period of time.
16 novembre 2022
Avis spontané
They never shipped the order!!
They never shipped the order!!! I’ve been charged and it’s been 5 weeks! Tracking does not update!! Phone number on credit card statement is bogus! DO NOT ORDER from this company!!! I have notified credit card company about potential fraudulent activity! PS…..After paying 16.99 for shipping, but what you need at a local store!!!
9 novembre 2022
Avis spontané
Réponse de Electric Tobacconist® USA
Hi Caryl, we can confirm that your order left our warehouse on October 5th and reached the final mile carrier (for local delivery) on October 11th. Looking at the interaction you have had with our team, we did offer to reship or refund this package for you; however, without your agreement to either pay for the original purchase, if it arrives, or return it to us, we have been unable to move forward with any action regarding your order.
We are working adamantly with our carrier to rectify these delays as quickly as possible and we appreciate your patience throughout such difficulties.
-Britt, Customer Care
I Am Not Fond Of $100 Mysteries
Absolutely no information given on who is supposedly trying to deliver my paid order, making it impossible to gain receipt. Help Desk isn't really help, nor a desk -- only email. If package becomes "lost", customers are supposed to wait 40 days for such classification. Company is in desperate need of better communication including phone support, considering the average cost of orders placed. If this level of customer service continues, I will have to sincerely rethink my decision to shop here.
9 novembre 2022
Avis spontané
Réponse de Electric Tobacconist® USA
Hi Dale, we appreciate your taking the time to reach out and would be more than happy to provide assistance where possible. Looking at your tracking information, it seems as though your package is currently out for delivery. If you find any difficulties obtaining your purchase, please do not hesitate to reach out to our team via the HelpDesk on our website. Unfortunately, we do not run a phone support or advice line. We need to be able to log all issues via email so we can keep complete records of everything. We are sorry for any inconvenience, however, this does tie in with our compliance and insurance standards.
-Britt, Customer Care
Excellent and immediate ongoing communication
Excellent and immediate ongoing communication about an unreceived order with timely and full refund. I am not unhappy with this transaction and will do business again due to prompt and courteous communication with a customer! Customer Service Department is exceptional!
7 novembre 2022
Avis spontané
Electric Tobacconist is the BEST !!!!!
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 them functioned. When I brought this to their attention, the response was:
"Thank you for contacting the Electric Tobacconist.
We recommend you reach out to BLU direct to give you some help over the phone on this matter:
Number is: 888-207-4588
Best regards,
Louis
Customer Care
The Electric Tobacconist USA
"
The reason I started purchasing from these crooks is because of a bad experience with Blu. I do not recommend anyone purchase from those crooks.
4 novembre 2022
Avis spontané
Réponse de Electric Tobacconist® USA
Hi Michael, we appreciate your feedback in this situation; we have taken your case and learned from it to improve our support abilities. We referred you to BLU support as your initial inquiry seemed a bit more intricate than what our staff is typically equipped to deal with; however, with some research done by our team, it looks as though we were able to reach a resolution for your concern, which we are very happy to hear. This has allowed us to grow as a support line and we appreciate your continued patience and understanding throughout this process.
Please always feel free to reach out to us with any additional questions or concerns that may arise with future purchases.
-Britt, Customer Care
Not able to order Phix original tobacco…
Not able to order Phix original tobacco pods. Tried many times and kept getting messages saying it was fixed and to try again. Still not successful.
I think they owe me free pods for all my troubles!
29 octobre 2022
Avis spontané
Réponse de Electric Tobacconist® USA
Hi Rafael, we are very sorry for the inconvenience this situation has caused you. I have looked at the interaction you have had with our team and we are very happy to hear that you were able to successfully place your order. We have also given you a discount code for your troubles.
Thank you for your business and for your patience in this situation. Please let us know if we are able to answer any future inquiries.
-Britt, Customer Care
My name is Lois Dunfee please explain why three 3 pack of pods cost so much.
My name is Lois Dunfee I ordered 6 Georgia tobacco leap pods. I only received 3 packs. Total amount for 3 was 23.97. and shipping cost18.18. and was charged in total 66.12. something is very wrong. I thought that ea h pack was 6.99 each. I would like an explanation. It makes absolutely no sense if I would of know it was going to cost so much I would of never of ordered on line.
27 octobre 2022
Avis spontané
Réponse de Electric Tobacconist® USA
Hi Lois, we would be more than happy to provide clarity in this situation. It looks as though we emailed you on the 10th regarding our stock error - we inquired if you wanted the order canceled or if you wanted the remainder shipped out while getting a refund for the out of stock items. Since we did not hear back from you within 5 business days, we refunded you for the out of stock items and shipped the remainder of your purchase. You were sent an email describing this action moments after it was completed.
Please let us know if we are able to answer any additional questions or concerns.
-Britt, Customer Care
Customer Service
I reported leaking tanks and received a message that I would receive a credit and asked to check the balance of my 10/3/22 order for any additional leaks. I did and was given a credit on my next order. I am satisfied with the resolution of this matter. Thank you 😊
24 octobre 2022
Avis spontané
Despite delivery challenges
Despite delivery challenges, my order was only 1 day later than promised.
21 octobre 2022
Avis spontané
Thank you for the help!
4 octobre 2022
Avis spontané
Done with this company
I’ve been a great customer for over 2 years. Sadly I’m letting this company go. Orderd 2 juice bottles were defective when I started to fill up tank the entire top came off Juice spilled all over my rug that was a loss. I told them about it there response was “I’m sorry” ok so I figured things happen so I ordered 2 bottles again guess what the bottle was defective again and yep juice spilled all over my carpet another complete loss. Look ordering online is not cheap with taxes and shipping it adds up. Not going to bother letting them know because I’m sorry does not clean the carpet or replace a 120 ml. Check your products sadly if they are defective there will be no compensation. Many other companies out there that have integrity. I gave 2 stars for the few years that things went well
25 septembre 2022
Avis spontané
Réponse de Electric Tobacconist® USA
Hi Suzanne, we are very sorry to hear about this interaction that you have had with our team. Regretfully, I am unable to find your contact information readily available to rectify this situation for you. Please reach out to our HelpDesk on the website or directly at hello@electrictobacconist.com via email and I would be more than happy to personally handle this matter and get your funds returned accordingly.
-Britt, Customer Care
Wow, just wow
Wow, such fast customer service!! I e-mailed about canceling or editing my order to add products to it so I could get free s&h and within 8 hours I received a reply. They had canceled my order and gave me a credit. Awesome customer service!!
6 août 2022
Avis spontané
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