The Electric Tobacconist Reviews

Name: The Electric Tobacconist
Address: Unit 1 & 2 Mark House, Mark Road, Hemel Hempstead, Hertfordshire
Rating: 4.93

4.9 Rating 34,365 Reviews

99 %

of reviewers recommend The Electric Tobacconist

4.9

Based on 34,365 reviews


Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Next Day
On-time Delivery	98%
Accurate And Undamaged Orders	99%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5
Returns & Refunds
Returns Process	Easy

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Email:

help@electrictobacconist.co.uk

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The Electric Tobacconist 5 star review on 18th April 2024

667

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“this site always does this bad service no way of contacting them, they don't take responsibility for lying either I pay for delivery and i end up missing it and I have to pay more and make my way and get my own thing or it never comes two days and counting now and nothing after I had to pay standard 1st class. if you cant guarantee then don't charge me for delivery. if you are gonna charge then own up to the responsibility and track my order. don't just leave me waiting in the dark this is just absolutely disgusting so disgusting.”

Helpful Report

Posted 1 year ago

Hello, thanks for taking the time to leave us a review. We're sorry to hear you feel this way. I can see your first order was placed on Wednesday 12th of October after our 4 pm dispatch deadline, this means the order is dispatched on the next available date. As mentioned on our website, Royal Mail was on strike on Thursday the 13th of October, so your order will be collected today (14th of October). This is the same case for your second order which was placed on Thursday the 13th of October. Your tracking numbers are: QT693620500GB & VY852822882GB. If you require any further assistance you can contact us through the "Help Desk" on our website. Best Regards - ET Team

Posted 1 year ago

“Used to be great but now have been waiting 7 days and order still not dispatched. Cannot even contact them as they state to wait 7 working days before asking about orders. No telephone service or live chat. Very poor service from a formerly reliable company.”

Helpful Report

Posted 1 year ago

Hello, thanks for taking the time to leave us a review. We're very sorry to hear you haven't received your order as of yet. I've checked your order and can see there was an error causing it to not be processed. This problem has not occurred before but it has now been fixed, we apologise for this. To make things right we have refunded your £1.50 postage and credited your e-wallet with £5. You can use this credit on your next order. Your order will be dispatched today and will be with you very soon. If you need to contact us in the future for any query you can submit a ticket under "Other" on the Help Desk. Best Regards - ET Team

Posted 1 year ago

“I bought 14 different flavours of the nicotine free Liquid and every one of them is poor. You can hardly taste and flavour from any of them. I wouldn’t buy again. Very dissatisfied”

Helpful Report

Posted 1 year ago

Hi Richard, thanks for taking the time to leave us a review. We're sorry to hear you didn't like the flavours of the e-liquids you chose. With e-liquids, it's trial and error until you find the perfect e-liquid for yourself. I can see you only purchased one brand and we'd recommend mixing and matching different brands so you have more variety. As a gesture of goodwill, we have credited your e-wallet with £5 which you can use on your next order. Best Regards - ET Team

Posted 1 year ago

“Horrible experience every time cant track my order, paying for delivery too. Stress the whole time only for it not to come or come late. Or i had to go get it myself. 😵😢😭”

Helpful Report

Posted 1 year ago

Hello, thanks for taking the time to leave us a review. We're sorry to hear you feel this way. As mentioned by my colleague via email your order was placed at 6:59 pm on Sunday 28th August, your order would not have been dispatched from our warehouse until the next available working day, Tuesday 30th August due to the bank holiday. Rest assured your tracking is working correctly and your order is estimated to be with you today. Best Regards - ET Team

Posted 1 year ago

“Ordered 5 boxes of Elfbar Elfa cola after I’d tried there disposable cola vape, the difference is night & day - the pods taste nothing like cola. In fact I’m not sure what the taste is.. The disposable cola Elfbar is a lovely cola taste, thinking of returning for a refund - very very disappointed”

Helpful Report

Posted 1 year ago

Hi Gary, thanks for taking the time to leave us a review. It appears you have accidentally left a product review as a company review. However, we’re sorry to hear you didn’t like your Elf Bar Elfa Coil refills. I can see you have already contacted us about this and we have provided our returns information for you to return these. Best Regards - ET Team

Posted 1 year ago

“I still don't have my order”

Helpful Report

Posted 1 year ago

Hi Jamie, thanks for taking the time to leave us a review. We're sorry to hear you don't appear to have received your order. I've checked your Royal Mail tracking and can confirm it was delivered on Friday the 19th of July. Please check with any other members of your household or neighbours in case they took the parcel in for you. If you are still unable to locate your parcel or have any further questions please contact our team via the Help Desk - https://bit.ly/ETSUPPORT. Best Regards - ET Team

Posted 1 year ago

“Been over a week and I have still not received my item.”

Helpful Report

Posted 1 year ago

Hi Armani, I am sorry to hear that you have not received your order. We have checked the tracking and can see that Royal Mail marked this order as delivered on the 14th of June. We have contacted you today regarding this in hopes to help assist you, should the information be incorrect. Best Regards, Steph - ET Team

Posted 1 year ago

“Price rise of£40 on my usual order floored me I expected a price rise but not that much of one can you explain the reasons for such a great price hike”

Helpful Report

Posted 1 year ago

Hi Margaret, thanks for taking the time to leave us a review. We understand your disappointment, due to the high increase in supplier costs, we have had to take the unfortunate decision to adjust the pricing of 10 Motives products. This is not a course of action we wanted to take and we apologise for any inconvenience caused. Best Regards - ET Team

Posted 1 year ago

“I’ve been using your company for five years. Same order every month of £40.99. Today I log and tap re-order,like I do every month,only to see a price increase of £30.00 I’m in absolute shock that it can increase to this amount in one month. I’ll not be using this company again. You have lost a very loyal and regular customer. 😡😡😡😡😡😡”

Helpful Report

Posted 1 year ago

Hello, thanks for taking the time to leave us a review. We understand your disappointment, however, due to the high increase in supplier costs, we have had to take the unfortunate decision to adjust the pricing of 10 Motives products. This is not a course of action we wanted to take and we apologise for any inconvenience caused. Best Regards - ET Team

Posted 1 year ago

“How come the 10 motives have shot up! ? They are the same price as the shops, not worth bothering with.”

Helpful Report

Posted 1 year ago

“On several occasions only 3 of the 5 burners worked ....next day delivery that's a joke ..£5.00 and takes 2/3 days ....so overall I would not recommend....”

Helpful Report

Posted 1 year ago

Hello, thanks for taking the time to leave us a review. We’re sorry to hear that 3 of your Joyetech EN Coils didn’t work correctly. One of our team has now contacted you and credited your account for the faulty coils. I can see you placed an order with us today and this is the first time you’ve purchased DPD Next Day postage for an additional £4.99. On your previous orders, you selected Free Royal Mail Standard post which isn’t a guaranteed next day delivery service. This can take up to a few working days as you mentioned. Best Regards - ET Team

Posted 1 year ago

“Paid for delivery could have got it just as fast for fee”

Helpful Report

Posted 2 years ago

Hello, thanks for taking the time to leave us a review. We're very sorry about the delivery delay of your order. I can confirm our team has already been in contact regarding this issue. DPD had contacted us to confirm your address (as they mentioned they didn't have your full address). Once we provided them with your full delivery address they automatically rescheduled the delivery to tomorrow as the delivery driver had already left the depot. We did however already request that they attempt the delivery today instead but they informed us that this isn't possible. I can see our team immediately refunded your postage and apologised for this. Rest assured your order will be with your tomorrow. Best Regards - ET Team

Posted 2 years ago

“Ordered still waiting 3 weeks”

Helpful Report

Posted 2 years ago

Hi Richard, thanks for taking the time to leave us a review. We're sorry to hear you don't appear to have received your order. We've checked the tracking of your order and can confirm it was delivered on the 15th of March at 9:45 am. We'd recommend checking with any other members of your household or with neighbours in case it has been delivered there. One of our team has also emailed you with further tracking information. Best Regards - ET Team

Posted 2 years ago

“I would love to make a purchase from this company but, the verification process has now failed on two occasions. How I managed to actually get an account with this company is beyond comprehension. Obviously, I no longer exist. Still, not to worry, I'll simply buy the things I want from somebody else.”

Helpful Report

Posted 2 years ago

Hello, thanks for taking the time to leave us a review. We’re sorry to hear you’re having trouble passing age verification. We take our age verification process very seriously as legally we're unable to supply e-cigarette products to anyone under the age of 18. We use an industry-recognised third-party system to verify your age. We verify your age using your full name, current address and the date of birth you provided when creating your account. If you fail this process at checkout, we ask you to provide a form of ID so we can manually check this information against your ET account. As soon as this has been done, your ID is permanently deleted from our system and will not be required again. Unfortunately, your ID hasn’t been provided as of yet so we are unable to verify your account. Please provide this if you wish to place an order with us. Best Regards - ET Team

Posted 2 years ago

“Still waiting for order from February 25 ordered again today you have taken money for both orders not impressed”

Helpful Report

Posted 2 years ago

Hello, thanks for taking the time to leave us a review. We're very sorry to hear about this. Unfortunately, there was a stock error that caused the Innokin Go Z Blue Tank in your order to be out of stock. Our system didn't signal this issue as usual as normally we would contact our customers straight away to resolve the problem, we apologise for this. One of our team has now contacted you to have this resolved as soon as possible. Best Regards - ET Team

Posted 2 years ago

“Product very good, however just tried to re-order 2 refills @ £ 5.99 each making total over £10 for free delivery as advertised and being charged £4+ for delivery! Which is it? Not prepared to pay that much and therefore did not complete the order. Please check your website and stop advertising free delivery on orders over £10”

Helpful Report

Posted 2 years ago

Hello, thanks for taking the time to leave us a review. I can confirm you had DPD Next Day delivery selected at the checkout which is an additional £4.99. To receive the free Royal Mail delivery you will need to select this delivery option at the checkout. Best Regards - ET Team

Posted 2 years ago

“Order dispatched 7 days ago and still not arrived. Very disappointed”

Helpful Report

Posted 2 years ago

Hello, thanks for taking the time to leave us a review. We're sorry to hear your order hasn't arrived as of yet. I can confirm it was been 5 working days since the dispatch of your order. Our team has now contacted you, if your order hasn't arrived after 7 working days please reply to our email and we will resolve this for you as soon as possible. Best Regards - ET Team

Posted 2 years ago

“Paid for next day delivery, order not received by DPD on the next day and am told I have to wait another day. Not acceptable”

Helpful Report

Posted 2 years ago

Hi Darren, thanks for taking the time to leave us a review. I've checked your correspondence with our team and as mentioned your order was placed after our 4 pm dispatch deadline. We do display this on our website and you would have been provided with an estimated delivery date before completing your purchase. Rest assured your order will be with your today. Best Regards - ET Team

Posted 2 years ago

“Have ordered from here on multiple occasions and had no issues, but the most recent time has been a nightmare. Order was dispatched last Friday (It is now the following Thursday) and it is missing. I am unable to get in contact with anyone from the customer support as they refuse to investigate until it has been 7 working days. It has clearly been lost and they are unnecessarily delaying a solution. Will not be purchasing from here again.”

Helpful Report

Posted 2 years ago

Hello, thanks for taking the time to leave us a review. We're very sorry to hear your order hasn't arrived as of yet. I've checked our system and I'm unable to find any communication from you regarding this. The majority of our orders arrive the next day but in some circumstances, it can take longer. This is why we request customers to wait seven days from dispatch as the order usually arrives within this time. I can see our team has now messaged you to resolve this. Rest assured if your order doesn't arrive by tomorrow we'll arrange a re-dispatch for you straight away. Best Regards - ET Team

Posted 2 years ago

“I ordered on Saturday 27 nov for the first time and one of the reasons I did so was because of the next day delivery. I can understand if it was not here Sunday or Monday but it’s still not been delivered on thursday… I would much rather know for sure when it’s been delivered rather than being duped. Just tell the truth.”

Helpful Report

Posted 2 years ago

Hello, thanks for taking the time to leave us a review. We're sorry to hear your order hasn't arrived as of yet. I can confirm the postage selected for your order was free Royal Mail Standard delivery which is not a guaranteed next day service. The majority of these orders arrive the next working however in some circumstances it can take longer. This is why we request to wait 7 working days from the dispatch date as orders usually arrive within this time. One of our team has now contacted you and if your order hasn't arrived by this time please let us know and we will resolve this for you as soon as possible. Best Regards - ET Team

Posted 2 years ago

The Electric Tobacconist is rated 4.9 based on 34,365 reviews