I ordered on 08/10/19 and payment was taken on that date. Despite several phone calls and one webchat later I have still not received my order. Each day I phoned I was assured that my delivery would be dispatched that evening and that delivery would be the following day. Today I was informed that my order had still not been dispatched and, when eventually it was, it would be 2 - 5 working days before I could expect delivery. I ran out of cartomisers yesterday morning and have had to resort to cigarettes again. I am sorry I placed such a wonderful review of Nathan and although Janet has at least returned my calls, I am sorry that they have had to lie on behalf of the company and yet have still not resolved my complaint. I wonder if this review will be published!
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Posted 4 months ago
Good Afternoon Monica,

Thank you for your recent review, all customer feedback is greatly appreciated and helps us to implement changes to our services.

Please accept our sincerest apologies for the delay in receiving your order.

Anticipating this, we updated our website with all the information relating to the move and contacted all our customers 2 weeks before the move to notify of recent changes. All information relating to the move can be found on our website at:

Due to the higher demand for our products, the move to a larger warehouse was inevitable. The influx of customer orders during this period meant we could not use DPD next-day delivery for a short while, as we could not ensure delivery the next day. Taking this into consideration it was changed to Royal Mail as this was the best course of action.

We have been open and honest with all customer queries and communications. While it is possible that there may have been a miscommunication, there was no lie.

If you require further information, please don’t hesitate to contact our friendly customer care team on 0161 413 0370 or email

Kind Regards

Posted 4 months ago
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