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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I decided I wanted to return a product as I was not 100% satisfied with it and it was giving incorrect battery readings. After an email exchange (the first of which I received said that they think the product appears to be faulty), they refuse to accept it for a refund as the device is not faulty, because one of the other issues I had with the device had resolved itself”

Helpful Report

Posted 8 years ago

Hi Josh, thank you for your review. Sorry that you're unsatisfied with the product you purchased from us. Very early in the correspondence we offered to test the device for you, however you told us the reported issue had resolved itself. The EU legislation you quoted is only applicable if the product is unused, unopened and in its original packaging within 30 days, however if we were to test the device and discover a fault as we have offered, then of course you'll be entitled to a refund. You still have the opportunity to return it to us if you so wish if you'd like us to test it for you. Kind regards, Chris, Head of Customer Care.

Posted 8 years ago

“Used this a few times. First few experiences were great. Last 2 orders have had missing items. Lost faith and will not be coming back”

Helpful Report

Posted 8 years ago

Hi Stephen, Sorry to hear you are dissatisfied with our service. I understand you thought you had ordered three e-liquids to go with your box mod on your most recent order, but having checked your order I can see only one was ordered (which was given free of charge). Looking at your correspondence with the Customer Service Team I can see they have invited you to forward your order confirmation for them to double check and are open to working with you on this matter. Sadly, it would appear that order confirmation has not been forwarded on as promised, so I am sure you understand that there is little else we can offer you with regards to this matter. Kind Regards Pascal Culverhouse Managing Director The Electric Tobacconist® Ltd.

Posted 8 years ago

“Items missing from original order and then had to wait until after the New Year to receive the missing item despite ordering originally so the items could be used to help stop smoking on New Years day. Very poor - in fact one of the worst I've experienced. I'm aware that it's probably a small holding company with minimal staff - particularly over the Christmas period but as a consumer that's not my problem. I personally will never spend a single penny again with this company. Avoid.”

Helpful Report

Posted 8 years ago

Dear Conor I am very sorry to hear this. I have spoken to the Customer Service Team and I understand that although the error was rectified within an hour or two of you raising it with us, we could not send you the replacement goods until our next Royal Mail collection on the 4th January (frustratingly, fully four days later). That's not to say we were not at fault for making the error in the first place, but merely pointing out that the New Year weekend hindered us from a more swifter resolution. In the hope that you might forgive us our error and give us a chance to show your our usually-impeccable service, I have credited your Electric Tobacconist account with £10 (which you are not in any way obliged to use) and I would like to take this opportunity to apologise for the inconvenience and frustration this has caused. Yours sincerely, Pascal Culverhouse Managing Director The Electric Tobacconist Ltd

Posted 8 years ago

“Still waiting for my order after 7 days since I was notified of dispatch, Have used this company before & product arrives in 1 or 2 days following dispatch, on this occasion not so & not happy with the responses so far”

Helpful Report

Posted 8 years ago

Hi Andy Sorry that you experienced a delay with this order. Most of our deliveries arrive next working day, but sometimes there are delays in the Royal Mail system that we cannot control. We hope that your patience wasn't tested too much by this delayed delivery and that you will remain a valued customer. Kind Regards Pascal Culverhouse Managing Director The Electric Tobacconist®

Posted 8 years ago

“Bought 4 boxes of cartomizers last week and in I box 3 had no vapour in batteries only 3 weeks old which customer services said its the batteries no its the cartomizers so time to shop elsewhere I think poor service been using your company a while now poor service.”

Helpful Report

Posted 8 years ago

Dear Keith, Sorry you were dissatisfied with our service. I have looked up your Customer Support ticket and I can see that it was explained that the most likely reason for your cartomizer issue was a faulty or expired battery. We looked on our system and could not see a recently-purchased battery, so I think this was a fair assumption to make that the battery was causing this fault. It then emerged that you had made a more recent purchase of a battery from another supplier, a fact of which we were unaware, so we offered you a store credit for your faulty cartomizers. I can see this credit was used shortly after it was issued, but I am sorry to see that you still clearly feel let down by our service. If there is anything else you would like us to do that you feel would 100% resolve the matter, please reply to the last email our Customer Service Team sent you and we will be only too happy to try to keep a valued customer happy. Kind Regards Pascal Culverhouse Managing Director The Electric Tobacconist Ltd.

Posted 8 years ago

“Very disappointed still haven't received my order but Customer Service have replied quickly to try to resolve the problem”

Helpful Report

Posted 8 years ago

Hi Tracy Thanks for your feedback. I have logged into our Customer Service Portal and I can see that this issue has been logged by the team and will remain as an open ticket until the matter is resolved. Usually these matters resolve themselves (ie Royal Mail delivers it) or in cases where the item does not arrive within 7 days we re-dispatch the order. Thank you for your patience and thanks again for your feedback - it is very much appreciated. Kind Regards Pascal Culverhouse Managing Director The Electric Tobacconist Ltd.

Posted 8 years ago

“Been using this site as a regular for quite some time now. Always been impressed by the speedy delivery, however I am not so impressed with the arrogant attitude from customer services today. It seems they have a crystal ball and can tell you from hundreds of miles away that the cartridges that lasted only half a day each (from a 5 pack of Njoy) are not faulty and in fact it is my NEW batteries I bought in sainsbury's AND my other two batteries. Basically said they know better than me and that was that. Really wound me up.”

Helpful Report

Posted 8 years ago

Dear Lorraine I have had a look at the correspondence you have received and have spoken to the person you dealt with. I agree that the tone could have been different, and I have discussed this with the Customer Service Agent in question. However, in buying different components from other retailers a large uncertainty results in terms of how old these components are and how they are stored (there might have been a misunderstanding that we were debating how the batteries were stored by the retailer, not by you). Going by the lack of negative feedback from other customers about this particular batch of cartridges, our technician has advised that as with 99% of cases, this is most likely to be an issue caused by an under-performing battery. Once again, sorry that you felt disappointed by the service you received. Kind Regards Pascal Culverhouse Managing Director The Electric Tobacconist Ltd.

Posted 8 years ago

“My Cool Fire II packed up after just 7 months of light use. I contacted The Electric Tobacconist to try and arrange a replacement but was told the expected lifespan of these expensive MODs is just 5 months and it would not be covered by their warranty! They clearly knew about the design fault whereby eliquid can leak into the electronics, but used the opportunity to try and sell me another one! My advise is to shop elsewhere. There are many other online stores that offer better warranties and after sales care.”

Helpful Report

Posted 8 years ago

Hi Richard Thanks for your feedback. Unfortunately we cannot offer a warranty on Innokin products of over six months. Innokin themselves cannot offer this either as these are products that are designed for everyday use. I understand our customer service team offered you a (not insignificant) discount on a replacement purchase, which you were unwilling to accept. I can understand your stance on this, but please understand that this was merely offered as a gesture of goodwill, not to 'take advantage of the situation'. Kind Regards Pascal Culverhouse Managing Director The Electric Tobacconist Ltd

Posted 8 years ago

“Very sorry to say the electronic cigarette I purchased was either faulty or empty. On first use, the end lit and continually flashed, and nothing there when I tried to draw on it. First time of trying these, so a bit disappointed.”

Helpful Report

Posted 8 years ago

“Everything arrived on time, I purchased the disposable Royal Seven e-cigs x 5. One came with the seal open and ran out after 2 hours. Second one stopped working after 20 puffs and liquid running everywhere.”

Helpful Report

Posted 8 years ago

Hi Richard Sorry to hear of your dissatisfaction with the Royal 7 product. I have informed the support team of your complaint and they will be in touch today with an offer of a full refund or a credit note. Sorry for the inconvenience this has caused. Kind Regards Pascal Culverhouse Managing Director The Electric Tobacconist Ltd.

Posted 8 years ago

“you guys have a great site, great selection and great prices. however, I ordered a product more than a week ago with all appliances, and again the following day. I was charged a total of 170 pounds, but am yet to receive anything in return. I am starting to have doubts whether i will even receive either of my orders. If this is all a misunderstanding and my product does indeed arrive soon then you guys will definitely receive a positive review from me. thank you Martin Holenstein”

Helpful Report

Posted 8 years ago

Hi Martin I have spoken to the Customer Service Team and I understand your order has been held in customs and the team are working with you to keep you informed of its progress. Please don't hesitate to email us on help@electrictobacconist.co.uk if you have any other issues you wish to raise with us in the future. Kind Regards Pascal Culverhouse Managing Director The Electric Tobacconist Ltd.

Posted 8 years ago

“order placed 21st april still not arrived 1st may your site says it was despatched same day as order placed , sorry but could do better than this i am sure”

Helpful Report

Posted 8 years ago

Hi Joanne Sorry to hear this. I understand the team contacted you this morning regarding this matter. Please rest assured that we will work with you to resolve the matter. Kind Regards Pascal Culverhouse Managing Director The Electric Tobacconist Ltd.

Posted 8 years ago

“Ordered over a week ago and still nothing has arrived, only reason you gained a star was for the cheaper prices but it really does come at a price”

Helpful Report

Posted 9 years ago

Dear Andrew Sorry to hear this. As our customer service team was not made aware of an issue with your order until now, we were unable to act. However, now that the issue has been raised, I have opened a ticket with the support team who should now have contacted you. If the order cannot be tracked down, we will of course re-despatch it. Kind Regards Pascal Culverhouse Managing Director The Electric Tobacconist Ltd.

Posted 9 years ago

“your asking me for a review before I get the goods delivered”

Helpful Report

Posted 9 years ago

Dear Graham Sorry to hear your order has yet to arrive. We understand that after the busy Christmas period there appears to have been some delays in the Royal Mail system. The team have checked the tracking for your order and it would appear the order is still in transit as it is yet to be signed for. If the order has still not arrived by the 9th January, please email the team on help@electrictobacconist.co.uk and we will contact Royal Mail and re-despatch the order if necessary, Kind Regards and thank you for your feedback, Pascal Culverhouse Managing Director The Electric Tobacconist Ltd.

Posted 9 years ago

“Still haven't received my order!”

Helpful Report

Posted 9 years ago

Dear Tanya Sorry to hear this. I understand you are in the hands of the Customer Service team who are aware of this problem and will re-despatch the order if necessary. Kind Regards Pascal Culverhouse Managing Director The Electric Tobacconist Ltd.

Posted 9 years ago

“Bin on and ordered an extra ecig tried for ages to order 3 classic tobacco refills, impossible?? please let me know how you get the deal and use the 10% code.”

Helpful Report

Posted 9 years ago

Dear Mr Cullen Thanks for your feedback. If you could kindly email the help team on help@electrictobacconist.co.uk they should be able to help. If you have been given a discount code, the problems are often simply related to the way in which you have been inputting the code (ie there should be no spaces and codes are usually upper case only). I hope this helps Kind Regards Pascal Culverhouse Managing Director The Electric Tobacconist Ltd.

Posted 9 years ago

“Very disappointed to receive my order and find that all the cartomizers I ordered were with a sell by date of September 14 and were not USA tobacco. It was the day before I was going on holidays so I have had to make do. I have used your company many times before but not happy with this. Appreciate your comments Mary Young”

Helpful Report

Posted 9 years ago

Dear Mary, Your complaint is a valid one and we are very sorry that you felt let down that you were sent products which were close to their Best Before date. I understand the Customer Service Team has offer you a refund via email - although we do believe you were sent the correct products. We hope you will continue use our service and we thank you for taking the time to leave us some feedback - we will always strive to improve. Kind Regards The Electric Tobacconist Team

Posted 9 years ago

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