Hi Vlad, thanks for leaving us a review. I'm sorry to hear your order didn't arrive the next day. I have looked into this further and the email address submitted to our help desk was incorrect so our response didn't reach you. We have now contacted you on the correct email address which you used to place the order. We look forward to receiving your response and we will have this resolved for you as soon as possible. Best Regards - Amy - ET Team
Hi Sharon, thanks for leaving us a review. We're sorry to hear this. I can confirm our Customer Service Team responded to your query and you provided an incomplete delivery address. One of our Team will be in touch shortly to help resolve this for you. Kind Regards - Amy - ET Team
“After paying £4.99 on the evening of Thursday 28th February for next day delivery, I finally received my order at 15.00 on Tuesday the 5th March. I would understand delivery on the Monday with it being the next full working day but not the Tuesday.”
Hi there,
I am very sorry to hear that there was a delay in your order being delivered.
Our Customer Support Team have been in touch with a resolution, please check your email account and get back to us at your earliest convenience.
Best Regards,
Steph - ET Team
Hi Alice, thanks for leaving us a review. I have checked your correspondence with our Customer Service Team and we were happy to arrange a replacement if you returned the faulty kit back to us. Unfortunately, as you refused to return the kit back to us we were unable to arrange for a replacement to be sent. As a gesture of goodwill, our team credited your account with the full amount of the kit and you can use this to purchase a new kit. Best Regards - Amy - ET Team
“I am unable to give a review about your products as I am still waiting for my delivery it has been well over a week since I ordered, don't think I'll be using electric tobacconist again.”
Hi George, thanks for leaving us a review. I'm sorry to hear your order hasn't arrived as of yet. Unfortunately, our Customer Service Team hasn't received any communication from you regarding this issue. I've reached out to you via email so that we can look into getting this resolved. Kind regards - Joe -ET Team.
Hi Peter, thanks for you taking the time to leave us a review. I can confirm your discount code is working correctly. I've checked your order and as you were placing an order for £10 the £2 off would have taken your order under the minimum for free delivery. This is why it appeared like you only received 1p off as the £1.99 postage was added to the order. Your discount code is still valid and you can use it off your next order. Best Regards - Amy - ET Team
Hi Kaye, thanks for leaving us a review and I'm sorry to hear this. I have checked with our Customer Service Team and unfortunately, you provided us with the incorrect delivery address. Rest assured as soon as we receive your order back from Royal Mail we can arrange your re-dispatch. Best Regards - Tom - ET Team
“Paid for next day delivery, 6 days later I still haven't received my goods. Contacted support 2 days ago and still haven't heard anything. So pretty poor.”
Hi Phil, thanks for leaving us a review. I'm sorry to hear that your order hasn't arrived. I can confirm my colleague replied to your initial email within a couple of minutes requesting confirmation of your delivery address. Our team has sent you another email and we will have this resolved for you as soon as possible. Kind Regards - Amy - ET Team
Hi Chris, thanks for leaving us a review. I'm sorry to hear your order didn't arrive. Unfortunately, your order was lost in transit but I am however pleased our Customer Service Team was able to resolve this for you. Best Regards - Amy - ET Team
“Would love to write a review of your products but unfortunately I still await their arrival 7 days after placing my order. I have received an email informing me that they have been dispatched but by what means of transport was it a Donkey?”
Hi Paul, thanks for leaving us a review. I'm sorry to hear your order hasn't arrived as of yet. Unfortunately, our Customer Service Team hasn't received any communication from you regarding this issue. If your order hasn't arrived by Wednesday 28th (7 working days after dispatch) please submit a ticket on our helpdesk and we will take immediate action. Kind Regards - Amy - ET Team
Hi David, thanks for leaving us a review. I'm sorry to hear this. I'm pleased our Customer Service Team were able to resolve this for you promptly and the order was re-dispatched. Kind Regards - Amy - ET Team
Hi Imran, thanks for leaving us a review. I'm sorry to hear your order hasn't arrived yet. I can see my colleague has been in contact with you and we can take further action after 7 days from the dispatch date. As Royal Mail can deliver standard orders up to this time. If your order hasn't arrived with the post tomorrow please let us know and we can take immediate action. Kind Regards - Amy - ET Team
Hi Robbie, thanks for leaving us a review. We're sorry to hear your order didn't arrive. One of our Customer Service Team has been in touch and we will have this resolved for you as soon as possible. Best Regards - Amy - ET Team
“Was shipped the wrong strength of nicotine. As I brought the liquids with me on holiday, I used them and was offered a discount towards my next purchase of the correct items. However, since then, they haven't re-stocked on the liquids I am after, rendering my discount useless so essentially I ended up paying for the wrong product and now have a useless discount. Will not order again.”
Hi Leo, thanks for leaving us a review. I'm sorry to hear you feel this way. I have checked the previous correspondence and can see you received the correct nicotine strength but the 50/50 version instead of 80VG/20PG. We did give you the option to either return the e-liquids for an exchange or if you would prefer to keep them and have some credit to use off your next order. I can confirm the credit is still valid and you can redeem this on any product on our site. If you would like to discuss this further please get back in touch. Best Regards - Amy - ET Team
“Tried contacting this company & no1 gets back to you they say take a ticket then submit it still waiting for replies with the 2 items as they are both rubbish”
Hi Alice, thanks for leaving us a review. I'm sorry to hear this. I can confirm my colleague replied to your ticket on Sunday, October 7th and is awaiting your reply. Please check your spam folder in case our emails have been received there and we can resolve this for you. Kind Regards - Amy - ET Team
“None arrival could not remember where ordered from can't seem to find the site!! Completely annoyed by this, have purchased from shop now as could not wait any longer been a week and nothing here!!!”
Hi Bradley, thanks for leaving us a review. We're sorry to hear your order didn't arrive. One of our Customer Service Team has been in touch and we will have this resolved for you as soon as possible. Best Regards - Amy - ET Team
“I asked ET to cancel an order before dispatch and they still dispatched the order SMH. Now I have to wait for delivery and then return it. I was going to re-order with the correct shipping but now I will spend my money with vapeclub instead because at least they can rectify an issue quickly. Don't use this company because if there is a problem they will miss it because there is no one you can call or speak with on live chat, just a stupid email ticket system.”
Hello, thank you for leaving us a review. I'm sorry to hear this. I have checked the correspondence and unfortunately, you didn't contact us within 30 minutes of placing your order to cancel. Due to this, the order was already processed for dispatch over the weekend and we were unable to cancel it. I can see you will be returning your order back to us and we will have this resolved as soon as possible. Kind Regards - Amy - ET Team
“I paid £6.99 for Saturday delivery and it did not arrive to the Monday evening!
I have emailed and had no reply regarding wanting a refund for delivery.”
Hi Naomi. Thank you for leaving us a review. I'm very sorry to hear your order didn't arrive on time, it appears there was a delay with DPD which was out of control. Unfortunately, we hadn't received any communication from you previously. I can confirm our team has refunded the £6.99 postage back to your original payment means. Kind Regards - Tom - ET Team
“no reply to my CONSTANT REQUEST FOR HELP WITH DEVICE NEEDED THE TO OPERATE MY 10 X INNOKIN COILS 16S X 10 which I purchased from you....
*** I have now wtitten to you on 5 occasions”
Hi Robert. Thank you for leaving us a review. I'm sorry to hear this. I have checked the Customer Service correspondence and I can see all the emails have been responded to. It appears there's an issue with your email address and you haven't been receiving our responses. Unfortunately, the iClear 16s Clearomizers have been discontinued and are no longer available. Kind Regards - Tom - ET Team
“Very bad service as a first timer Ordered over 10 days and still not received the product or any feedback despite my query to customer service. Dont recommend and will not buy again from you”
Hi Philippe. I'm really sorry to hear this, unfortunately, we hadn't received any communication from you previously. I can see that we have now helped you with this issue and your replacement order has been dispatched. I apologise for the hassle caused. Best Regards - Tom - ET Team
