“I bought electric tobacco from you but I will like to return it as the kit is not fully sent.I got in tough but no reply to send the remaining kit to me I can not use it so is butter I return it back to you for refund
Xornam Akweley Suddaby
21 Haywood Crescent
Lockhart Road
Watford
WD17 4AX”
Hi Xornam,
Thanks for the review. We are aware of the issue and it would appear my colleague sent you the spare drip tip part you were missing.
I now see you have returned this, but we did not issue you with a Returned Merchandise Form as per our terms, so I cannot guarantee that it will arrive to the correct department.
We will do our best to help you in this matter, but please understand that returning used non-faulty items will not result in a refund.
Kind regards,
Chris
Customer Care
The Electric Tobacconist®
“Ordered e cig cartridges but was sent e liquid, sent an e mail asking for the correct items to be sent, got a response advising that the correct items would be sent to me that day but over a week later I still haven't received them despite sending further e mails advising that I still hadn't received them”
Dear Thomas,
I can only apologise for the error made at our end. In slight mitigation, it would appear the correct order was despatched as soon as we were made aware of the issue, but this was then lost in the Royal Mail system. Not surprisingly your patience was tested by this chain of events (which I put down 100% to our original error) and I understand you were given a full refund for your order. Please rest assured we investigate all issues of mis-picked orders and are constantly tweaking our processes to eliminate them.
Once again I am very sorry that we let you down.
Kind Regards,
Pascal Culverhouse
Managing Director
The Electric Tobacconist® Ltd.
“Very quick at taking payment and delivery but wont replace a faulty ecig despite me being covered by the sale of goods act. Currently in talks with trading standards”
Hi Peter,
Items with a built-in battery come with a different length of warranty period to standard electronic items. We are sorry we could not replace your faulty ecig, but the warranty period had lapsed, as we discussed with you.
Kind Regards,
ET Support
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“It dose not wok at all if I had kept the packing I would have sent it back,But if you send me a replacement I will return this one in the package the new one comes in.
Thank You John Guiver 6 Pearmain Walk Haverhill Suffolk CB99QS”
Dear Lisa
Thanks for your feedback. I understand this matter has been raised with the Customer Service team and your order appears to have been lost in the Royal Mail system.
I have checked with the dispatch team and your order is being re-dispatched today.
I apologise for the inconvenience cause. Please note, however, that we do not promise next day delivery unless the Next Day Guaranteed service is paid for (although most orders do arrive next day).
Kind Regards
Pascal Culverhouse
Managing Director
The Electric Tobacconist Ltd.
“wrong order sent not able to make contact as no phone number now out of liquid will have to use another company will have to chase up for weeks on end just to get the correct item or refund this is 2015 what company does not have a phone line for customers to ring shocking service !!!!!!!”
Dear George
I understand the customer service team is aware of this issue and is sending out the correct items to you as a matter of urgency.
Please accept our sincerest apologies for our error.
I am also sorry that you were not able to reach us by phone, but in our defence, the team has made arrangements to rectify the mistake within one hour of hearing about it.
In an ideal world we wouldn't have made the mistake in the first place, but rest assured we will be looking into how you were sent the wrong goods.
Thank you for taking the time to leave your feedback here. Although your experience has not been a happy one so far it will enable us to look at ways of improving our practices.
Kind Regards
Pascal Culverhouse
Managing Director
The Electric Tobacconist Ltd.
Dear Kris,
I have spoken to the Customer Service Team and it would appear your order was lost in the Royal Mail system and is being re-despatched today.
I can only apologise for this and hopefully your goods will be with you tomorrow/the day after.
Please note though, we do not guarantee a next day delivery unless the customer specifically requests it. We do, however, offer a 'same day despatch' on orders placed before 4pm on a week day, for which the estimated delivery time is always within 48 hours (based on all orders being sent First Class as standard). Sometimes, as you have experienced, the Royal Mail system causes delays, but this is rare.
Kind Regards
Pascal Culverhouse
Managing Director
The Electric Tobacconist Ltd.
Dear Yvonne, we are terribly for this. I have sent a ticket through to the despatch team and I understand they are sending you the correct items in today's post.
Sorry for the inconvenience this has caused and hopefully it will be fixed as soon as possible.
Kind Regards
Pascal Culverhouse
Managing Director
The Electric Tobacconist Ltd.
Dear Jose,
Sorry to hear this.
If you email the team on help@electrictobacconist.co.uk they will be able to assist you and will re-despatch the order once the delivery address you gave us has been confirmed.
Sorry for the inconvenience this has caused.
Kind Regards
Pascal Culverhouse
Managing Director
The Electric Tobacconist Ltd.
Dear Joe,
The Standard UK delivery option you chose does not guarantee a speed of delivery, but I understand you were advised by our Customer Service Team that if a week went by without the ordering having arrived (which would be very rare), we would be able to help.
If this is the case, please email us on help@electrictobacconist.co.uk and we will treat this matter with the urgency it requires.
Kind Regards
Pascal Culverhouse
Managing Director
The Electric Tobacconist Ltd.
“Through no fault of my own the charger/battery failed to charge! My return was lost during transit and no further action resulted! I frequently buy e-cigs but would remind future customers that this is a third party dealer and you would be wise to buy direct!”
Dear Annette,
Thank you for taking the time to leave us feedback.
I have looked into this issue and spoken to the relevant team and Customer Service representative you spoke to.
The faulty charger was never received by us, as shown by the photo you were sent of an unsealed envelope. Whether or not we are a direct seller of goods, we still need to receive faulty goods back for inspection.
That said, it looks like it was probably an innocent mistake on your part, so we would be happy to honour a full refund or a replacement on this occasion. In fairness to the CS team, when I looked into the matter, your support ticket was still open on our system, meaning we didn't consider the matter closed at our end - so I apologise on their behalf if you were made to think this.
If you could email us again at help@electrictobacconist.co.uk stating which you would like (refund or replacement) we will process it right away.
Kind Regards
Pascal Culverhouse
Managing Director
The Electric Tobacconist Ltd.
