Electric Tobacconist® USA Avaliações 347

I've been a long time ET customer. I've used them in the past with fantastic service. However.... the delivery company they have chosen to use is stuck in 1999 and by the looks of it, from this review site and others, it is costing them a lot of business... mine is now included. The most recent order of mine was placed on 9/27/23. (order # 2834804). I checked tracking everyday. The website states that tracking will be updated once it's in the hands of the "final destination" carrier, which is understandable with my state's strict laws. However, that did not happen. The Electronic Tobacconist website NEVER updated tracking info. Additionally, they stated I would receive a tracking number via email and that also never happened. With that being said, I was not notified of when my package would arrive or that it was out for delivery and missed the delivery attempt at 8:30am on 10/10/23. Now, as it stands, I am still trying to request a re-delivery attempt with zero ability to do so. On top of that... there is NO ONE to speak with at either ET or the "Deliver-it" company that is my "final carrier". I finally received a response from ET's customer service rep "Sarah" at 1:11am on 10/11/23, who stated my packaged would be redelivered today 10/11/23. I checked both ET's website and "Deliver-it's" website to see if they've updated their tracking and confirm a re-delivery...and nope, no "out for delivery" no " second attempt confirmed"... nothing but an unsuccessful delivery attempt noted. So, where does that leave me? Well... I'm at home currently, unable to leave, in case my re-delivery attempt was successful and they attempt to deliver it today. I've put in a request for a response, only to get a "we'll get back to you within 48 hrs" email... So, by ET's and "Deliver-it's" logic... I have to sit in my house, not go to work, not got to the store, or anywhere where my front door is not visible to me, incase it is redelivered today or wait for a response in 48 hours? well.... okay.... it is what it is, but I can also choose not to order and spend money with ET until they can find a more reliable delivery solution. There are other online e-juice websites to choose from and that's where I'll be placing my next order.

Reply to Louis:

Hi, thank you for your reply. I’ve noticed most of your reply’s are blaming the “PACT” act. However, there are better delivery services out there than the ones you are using that are not ups, fed-ex or usps and that will still deliver e-juices. I highly suggest, instead of spending time blaming the PACT act, you and your team research and vet a new delivery service. Your company chose to use this specific delivery company and now it’s costing you…Or maybe pointing the finger is just easier for you guys.
Cheers!!

In response to your response. It appears it was delivered, but not to me. I live alone and do not recognize the scribbled signature. I checked with my neighbors. Again, I am out $220 with no product. Unacceptable and I would not recommend your company to anyone.

They were very helpful in getting my shipping charges removed as I had ordered over the amount required to receive free shipping!

Returns are next to impossible. I ordered on a weekend and realized I already tried a certain brand, tried to cancel the order right away but they stated the item had already shipped which it hadn't. Now they are making me jump through all kinds of hoops. Ridiculous!

Item not delivered. Delivery company states unable to deliver because we were not home, completely untrue and we have a camera showing no one ever attempted to deliver. Canned response from customer service stating I have to wait 40 days. Avoid this place, shop local.

I've always gotten a prompt response to any problem or question. Very courteous and helpful. Great products too.

Absolutely terrible shipping! After three weeks from the original order, I'm still waiting. According to their tracking, the delivery has been at the 'last mile carrier' for a week. If it is the 'last mile', they could have walked it here in way less time. They won't even chase after it until the order is forty days late! There are plenty of other vape vendors out there with way more reliable shipping, usually less than a week. I'd recommend using one of them. I can only guess that Electric Tobacconist's rating is as high as it is because they pay for positive ratings.

I stand by my initial review and rating. It has now been a full week since tracking reported the package was 'out for delivery' with no sign of it. Email to Electric Tobacconist's customer service, as they suggest in their response to this review, is of absolutely no use. All that can be offered is to wait out the FULL 40 DAYS from date of order before they will declare a refund situation. This is the only online vendor that I have ever encountered that refuses to contact their carrier to find out the delivery status. My advice, STAY AWAY! There are plenty of other trusted, verified vendors for ecigs, like iloveecigs.com to use.

Quick response and resolution by customer service.

I placed an order with ET on 4/14 and according to my order history it was dispatched on the same day. They charged my VISA 82.80. Still haven't received it! The tracking has said "out for delivery"since 5/04. It is now 5/13 and I tried to "submit a ticket" on their website to let them know but the submit button didn't respond. I tried calling them but instead got BLU direct and I was told that ET is a 3rd party and the only info they have is their website. I filed a complaint with the BBB but since BBB gave them a high rating I don't trust them. I just want a refund, it's my money after all! And if they resend it without my consent I'm going to contact my bank and challenge the charge.

Very willing to resolve my issue. Always responded promptly.

So, a driver delivering my package came by but said my order was not in her car. She thinks she didn't pick it up but will be here Monday with my 0ackage. No such luck so far. Please tell me where my package is.
I was so excited to get my new vaps but now I wonder if it is lost.

Delivery by a private delivery company. Next to impossible to reach them.

It took you 4 days and you never got back to me until I sent you another email

I placed any order on 2-24-23. Through today, 3-21-23, I never received a tracking number. On Tuesday, 3-16-23, Statovernight tried to deliver the order but I was not home. I contact them every day to see when they are going to deliver. They said the order would be delivered today, 3-21-23, by 9:00 PM. They never showed up. I would like a refund. The order is for $116. plus change.

Ridiculous shipping. No updated information on carrier site. Just hanging in limbo. It is taking so long to receive my order, I’m going to have to order locally. Please use UPS or FedEx. Because I have absolutely no idea when my order is coming.

Never shipped, no contact info in the website. The website says they can’t refund until after 40 days!!!
Scam Scam Scam

Your CS team responded very quickly, as did they resolve the issue. I was able to place my order!

You were great in responding and resolving the issue. Thank you so much.

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.

had an issue and was handled great and timely

customer service A+