Electric Tobacconist® USAReviews of electrictobacconist.com

Reply from Electric Tobacconist® USASep 25, 2025

Hi Gil, thanks for taking the time to leave your feedback. We apologize that your issue took longer to resolve than expected. Upon reviewing your ticket, we can see that we were awaiting a response from our delivery partner for an update on your order. In some cases, it can take time for them to investigate. However, we're pleased to see you received your order safely. Kind Regards - ET Team

Reply from Electric Tobacconist® USADec 4, 2024

Hi Ashley, thank you for taking the time to leave us a review! We're pleased to hear you received your order and were happy with the products. However, we're sorry to learn about the issue with the delivery driver. We'll be sure to share this feedback with the shipping carrier. Wishing you a nice day! Kind Regards - ET Team

Reply from Electric Tobacconist® USASep 20, 2023

Hi, we will always allow cancellation of an order if it has not yet left our warehouse as it is a logistical headache for us if customers choose to return unwanted items after they have received them. We aim to ship orders as quickly as possible though, so sometimes these issues can arise as a result. Sorry you had a negative experience, but hopefully you can see that we had no choice in the matter, Kind regards, Louis ET Team

Reply from Electric Tobacconist® USAMar 23, 2023

Hi, I am so sorry you had this experience. I have looked into your experience and I wanted to explain why it took so long to respond. You emailed us on Sunday via our help desk using an option that sends an automatic email to our carriers (usually to save time). The reason it took so long to respond was because you left out the tracking number in your enquiry, which resulted in the shipper emailing us back (on Monday) and asking for this extra info. On Tuesday they confirm they had reached out to the carrier, and today (Thursday) when we checked on your order we saw it had been delivered. You then emailed us to ask where it was, we confirmed it had been delivered, and you confirmed this was correct. Sorry if you felt you were being ignored - we were very much keeping tabs on your order but I can see how you may have felt we were not actively engaged with the problem. Thanks again for your review. I am working closely with the Customer Service Team and I will pass on your feedback. Pascal Founder & CEO

Reply from Electric Tobacconist® USAOct 28, 2022

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

Reply from Electric Tobacconist® USASep 30, 2022

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 [email protected] via email and I would be more than happy to personally handle this matter and get your funds returned accordingly. -Britt, Customer Care

Reply from Electric Tobacconist® USAAug 5, 2022

Hi Jan, we want to apologize for any confusion our coverage has caused you. With USPS has banning the shipment of nicotine products due to the PACT Act, we are now reliant on private carriers that make compliant deliveries (including obtaining a signature upon delivery). Additionally, under this legislation, we are no longer able to ship to PO Boxes. This does make our reach a bit unstable at times. 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.