Hi Jamie. I'm sorry to hear that your order did not arrive to you. This is an unfortunate occurrence where the order must have been lost in the postal system. We have contacted a few days ago but have not received a response. Please get back in contact with us and we can arrange a re-delivery. Kind Regards - Tom - ET Team
“I was charged for delivery on a £10.98 order. So much for the "Free UK delivery on orders over £10"statement. Rubbish! Will not buy from Electric Tobacconist again. There should be an option for zero stars.”
Hi Simon. I'm sorry to hear you are so disappointed. I've checked your order and you used a £5 discount code on your order taking it under the £10 minimum to receive the free delivery. With your discount, the total came to £5.98 whereas you needed to spend £10 to receive this free delivery service. I hope this helps. Kind Regards - Tom - ET Team
“Neither product is operable. Complete waste of money. Attempts to sort the problems out totally useless - no response from either Innokin or KangerTech.”
Hi Sam,
I am sorry to hear that you are having an issue with your kit.
A member of our Customer Support Team has emailed you regarding the issue.
We hope to hear from you soon.
Kind Regards
Scott - ET Team
“Very bad experience. Have purchased last Monday but still nothing has arrived after eight days. The site stated the product would arrive by Tuesday and got an email the that it was posted on Monday afternoon.
Arif”
Hi Arif. I'm sorry to hear this. We were in contact with you on the 13th of January regarding this. It seems you were confused regarding the post service. The free Royal Mail First Class post you chose does not guarantee a next day delivery unfortunately, it is estimated as a 1-2 day service (up to 7 days in some rare cases). I can see you want to return your order back to us, simply return it at your earliest convenience. Kind Regards - Tom - ET Team
“I recently purchased a endura t18 of you, what was delivered appeared to include the wrong size tank an I complained. I received an immediate reply stating the matter would be sorted, it wasn't. I have since determined that it is a t18e but a message to this effect would have made the shopping so much better.”
Hi Geoffrey. Thank you for taking the time to write a review, I'm sorry to hear that you received the incorrect kit. I have looked into your query and I can see that we had asked you to provide us with a picture of the device so we could determine what kit you received. As this was not provided we had the correct device sent out along with a returns envelope yesterday (22/11/2016) via Royal Mail First Class post. If you have any further questions or queries, please do not hesitate to contact us. Kind Regards - Tom - ET Team
“Delivery was good. The vape itself is shocking. It has been consistently leaking and I've had no end of problems. The set up instructions are very unclear and do not make it easy. Waste of money and want a refund. The picture shows where it leaked all over my bed whilst using it”
Hi Sabrina. I'm sorry to hear that you are having problems with your kit. One of our customer service team has contacted you and we will resolve this issue for you as soon as possible. Best Regards - Tom - ET Team
Hi Serban, We're very sorry to hear that your order didn't arrive. We've since been in contact with you and have arranged the replacement order to be sent out straight away to you. Best Regards - ET Team
“I am very very sorry to have to write such a scathing comment. These guys have been brilliant in several previous transactions and as such I have had the most complete faith in this company for vaping products and accessories. Unfortunately following a problem initially perceived to be in the battery mod of my device (which were replaced to be checked very quickly) it was discovered that the MOD was the faulty device. This device was checked and confirmed within 48 hours; however 10 days after the fault was discovered I am still without a device and my smoking cessation plan has been greatly affected. Please be sympathetic to this company but if you are a habitual smoker avoid like plague!”
Hi Glen, Thank you for spending the time to leave some feedback. I'm sorry that you feel this way about your experience. We've been in contact since and everything has been resolved. Unfortunately due to Royal Mail loosing the parcel we sent to you it was out of our control and I'm sorry you were without a device for a few days. We arranged for your replacement to be sent to you Guaranteed Next Day Delivery and credited your account with £10 ET Credit to apologise for your experience. We hope that you will still continue to shop with us. Best Regards - Tom | ET Team
Hi Jacqui,
I am sorry to hear that you are yet to receive you order. I have had a look at your order and I can confirm that your order was not sent via Next Day Guaranteed, the reason being is because this was not paid for at the checkout.
With regards to your order, if you can contact our Customer Support Team by emailing them at - help@electrictobacconist.co.uk. Once you have got in contact we will be able to re-dispatch your order provided our terms and conditions have been met.
I hope this helps and we look forward to hearing back from you.
Kind Regards
Scott
ET Team
Hi Diego
I am sorry to hear that your order was not delivered.
We have tracked your order and it would appear that it has indeed been delivered. If you have any information regarding this delivery, please do not hesitate to contact our Customer Support Team.
I hope this helps.
Kind Regards
Scott
Customer Support Team
“I have purchased several items in the past from Electric Tobacconist and found their service excellent. However, last week I bought a Kangertech Cupti from them which is faulty and possibly dangerous. I have e-mailed them four times initially asking for advice. They completely ignored me. I then e-mailed them asking for instructions on how I can return the faulty and pricey item. Again they ignored me. The company has no phone number to contact them. I eventually found a number for their Accounts Dept, but they seemingly have a policy to not answer the phone. I would never deal with this company again and would warn anyone against dealing with them.”
Hi Hannah
I am contacting you with regards to the Kangertech Cupti that you have purchased from us.
We have made multiple attempts to contact you, however due to unforeseen circumstances you have not been able to receive them. Can you please check your Spam/Junk Folders as they may have been re-directed.
I hope this helps and I look forward to hearing back from you.
Kind Regards
Scott
Customer Service Team
“Faulty product - reported to Customer services asking for a free post address to send back requesting a refund CS person stated it was a faulty part and sent another out, still the same issue was told to send it back to be fixed, again stated that i would buy one elsewhere, as the whole point of buying one was to aid giving up smoking.
Sent product back using there free post address give in , may contacted them recently and they said they had not received it,
Do not be mislead by there good reviews there rude, and conveniently lost my returned faulty product, warning to you all go to a high-street vendor so you can look them in the eye when they are lying to you !! or just burn your money would of been an easier option”
Dear Claire,
I have spoken to my team about your problem and have read the correspondence between you and them. Whilst it is regretful that a problem was encountered at your end, we simply cannot refund customers unless the items are returned to us. In circumstances where returned items are lost in transit, we clearly ask our customers to keep a 'proof of postage' that is obtainable free of charge from the Post Office, but when asked, you were unable to provide this.
It is a shame that you feel in excess of 2,000 people must be mistaken in giving us five star reviews, but hopefully other would-be customers will opt to trust in the view of the overwhelming majority.
Kind regards,
Pascal Culverhouse
Founder & Managing Director
The Electric Tobacconist Ltd
Hi Liann,
I apologise that your item did not arrive. We have been receiving your emails and have also been replying, but it would seem like you haven't been receiving our messages. Please check your Spam/Junk folders because our emails have likely been routed there - we have offered a resolution on your missing parcel so we would appreciate it if you could track down these emails and get back to us as soon as you can. Kind regards, Chris, The Electric Tobacconist®
“Website poorly shown. I made several mistakes had to retry several times.Each time ,the prices doubled! Then waited up to 6 days for delivery. Instructions were not well shown.Wish there were more shop stockists so that I did not have to go thru this pantomine each time......
Have spent £100's with your company...................
Frank Baron”
Hi Frank, thank you for taking the time to leave us a review. Sorry to hear that you are unsatisfied with our redesigned website. We will be sure to pass this feedback onto our Tech Team for future reference.
Kind Regards
Scott
The Electric Tobacconist®
Hi Julie, Sorry to hear that you are unsatisfied. I have contacted you regarding the matter. I look forward to hearing back from you and hopefully we can come to a suitable solution.
Kind Regards.
Scott
Customer Support Team.
The Electric Tobacconist®
Hi Elizabeth, Sorry to hear that you are dissatisfied with the website, I can see that 2 of my colleagues have tried to help with no avail. We will take your thoughts into consideration for future reference.
Best Regards
Scott
Customer Support Team
The Electric Tobacconist®
“I have had difficulty getting the vape to work. I am going to take it to our local place, see if they can sort it. It spits out the liquid in your mouth rather than vape. I am going on holiday so needed it for this Friday.”
Hi Sally, Thank you for taking the time out to write a review. I am sorry to hear that you are having issues with you kit. I have emailed you a few solutions on how to resolve the issue. I hope this helps and I hope to hear from you soon.
Kind Regards
Scott
Customer Support Team
The Electric Tobacconist®
“Retail service was fine but the products are awful and not as advertised. I bought a trial selection of disposable menthol ecig. The smallest of these claims to offer around 300 puffs. Rubbish! Not even half of that. The blu model tastes great but ran out within two hours of very light intermittent use. But even worse is the Gamucci 500 puff model... That began to flash and packed up within LESS than 30 minutes. These are terrible products and it is very irresponsible to sell them with these performance claims. I have wasted nearly fifty pounds. I cannot recommend electrictobacconist. And I am usually very careful to give praise where due. But this time, no. Avoid them.”
Dear Mohammed,
As stated by my Customer Care Team who have gone out of their way to help you, this payment was not made to us. Payments made to us through PayPal will appear on your bank statement similar to the following: DD MONTH YY PAYPAL ELECTRICTOB 12345678910 LUX LUX
It looks like this particular transaction came from a company called "eltrncigs" or words to that effect. Upon doing a Google search for "eltrncigs", it looks like many people have been affected by a so-called "free trial" by which you pay a small amount for delivery of a product. It would appear that company then proceeded to take £69.99 out of your account after you had given them your payment details. As this has not come from us, unfortunately we cannot help you with this, but I would suggest contacting your bank to report the unauthorised payment.
Kind regards,
Pascal Culverhouse
Managing Director
The Electric Tobacconist®
