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 34,386 Reviews

99 %

of reviewers recommend The Electric Tobacconist

4.9

Based on 34,386 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 21st April 2024

674

Anonymous

Anonymous // 01/01/2019

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

“I can't write anything positive because my parcel was lost. It should have been delivered by DPD two days ago and I still don't have it. I simply lost over £60”

Helpful Report

Posted 6 days ago

Hi Mariusz, Thank you for your review. I apologise that your order has not been received as expected. I’ve already discussed this matter with our Customer Support Team, and they are actively collaborating with our delivery partner to locate your order and find a resolution. Please rest assured that we are committed to ensuring you are not left empty-handed, and we will provide a solution promptly. If you have any additional questions or concerns, please don’t hesitate to get in touch. Best Regards, ET Team

Posted 6 days ago

“Contact centre very un helpful. Delivery extremely poor.”

Helpful Report

Posted 1 week ago

Hi Usha, thanks for taking the time to leave a review, I am sorry to hear the experience did not meet your expectations. Upon reviewing the correspondence between you and our Customer Support Team, we understand that you requested a change in your delivery method after your order had already been dispatched. Regrettably, once orders leave our warehouse, we are unable to accommodate such requests. Best Regards, ET Team

Posted 1 week ago

“Not of to a good start ! 1st order, and despite paying extra for 24 hour delivery, here we are 5 days later and nothings arrived! Will probably be my last order, assuming this one arrives .”

Helpful Report

Posted 3 weeks ago

Hello, thank you for taking the time to provide us with your feedback. Upon reviewing your order, we observed that it was placed after our designated dispatch cut-off time of 4 pm on Thursday, March 28th. Due to the bank holiday weekend, your order will be processed by DPD on the next available working day, which is Tuesday, April 2nd. Please rest assured that we are committed to ensuring the swift delivery of your order. Should you require any further assistance or have additional questions, please contact us. Best Regards - ET Team

Posted 3 weeks ago

“Order received really quickly but the quality of the Vuse disposable mint ice vapes were terrible. Out of the 20 received we have tried half of them and they do not have any mint flavour and a couple of them are completely empty. I raised this as a complaint 3 days ago and then again yesterday, and still had no response- terrible quality and terrible service - please come back to me regarding my complaint”

Helpful Report

Posted 1 month ago

Hello, thanks for taking the time to leave us a review. We're sorry to hear you had some issues with your Vuse Disposables. I can confirm our team has replied to all three of your emails within an hour of receiving them and our team is awaiting your response. It's possible that our emails are being delivered to your spam folder. Please check here for our responses and mark these emails as not spam or add us to your safe sender list. We look forward to hearing from you. Best Regards - ET Team

Posted 1 month ago

“I would like to say that the service is good but I placed my order over a week ago and haven’t received it yet. Wouldn’t order again.”

Helpful Report

Posted 2 months ago

Hi Catherine, thanks for taking the time to leave us a review. We're sorry you didn't appear to receive your order yet. Unfortunately, we haven't received an email from you regarding this issue, however, we're happy to help you with this. Upon checking your tracking we can see Royal Mail attempted to deliver your order twice but unfortunately, you were unavailable. One of our team has now emailed you with your tracking information so you can arrange a re-delivery. Best Regards - ET Team

Posted 2 months ago

“Advised, after regular liquid was discontinued, to buy very similar liquid.it was terrible, no where near to regular.first try to return,had to go to 'help desk',think it was accepted, but no repy.Tried to get in touch again but ended up in a loop.no telephone help and no email reply.usually no problem with orders but returns, forget it.”

Helpful Report

Posted 2 months ago

Hello, thanks for taking the time to leave us a review. We're sorry to hear you didn't like your e-liquid. I've checked our system and unfortunately, we haven't received a ticket from you regarding this issue. Customers can easily get in touch via the Help Desk on our website. One of our team has now messaged you via email to have this resolved. Best Regards - ET Team

Posted 2 months ago

“Received a faulty vape which was returned to ET. For some reason they then sent the vape back to me claiming it to be working when I cannot get it to turn on at all. I am now returning the vape for the second time and hope to finally receive a refund.”

Helpful Report

Posted 2 months ago

Hello, thanks for taking the time to leave us a review. We're sorry to hear you had difficulty turning on your kit. Our returns team tested the starter kit and was able to turn the device on without any faults. This is why the device was returned to you. Unfortunately, you encountered a similar issue a second time and as a gesture of goodwill, we offered to send a replacement kit. However, as you refused the replacement kit and requested a refund the original kit will need to be returned to us. Best Regards - ET Team

Posted 2 months ago

“device not working properly. very little smoke from smoking felt no benefit of smoking. sent back for refund. instead they said they tested and could not find a fault and sent it back and refused refund. so now im stuck with a faulty device and a device i dont even want. poor service imo”

Helpful Report

Posted 2 months ago

Hi Neil, thanks for taking the time to leave us a review. We're sorry to hear you had difficulty with your kit. The starter kit was thoroughly checked/tested by our returns team and confirmed as not faulty. We can only accept returns on faulty products and as the device is performing correctly, it was returned back to you. However, if you're having difficulty using your kit please get back in touch and we can provide further support. Best Regards - ET Team

Posted 2 months ago

“Do not buy from this company. The after sales service is abysmal”

Helpful Report

Posted 3 months ago

Hi Laura, thanks for taking the time to leave us a review. We're very sorry to hear this. I've checked your correspondence with our team and can see the kit you had difficulty with, was purchased from us over six months ago. Unfortunately, the kit is outside its warranty period however, we did provide you with some information on how to possibly fix this issue. Please follow the provided advice and hopefully, this resolves the problem for you. Best Regards - ET Team

Posted 3 months ago

“I have used thus service for 2 years and always had excellent results. Next day delivery every time. However, I have made an order on 4th December which still has not been delivered. The help site to find out what has happened is frustrating and useless and there is no mechanism to talk to a 'human'. Very disappointed!”

Helpful Report

Posted 4 months ago

Hello, thanks for taking the time to leave us a review. We're sorry to hear you didn't appear to receive your order. I've checked your tracking and can confirm your order was delivered the next working day Tuesday, 5th of December. Please check any safe places and with any other household members or neighbours in case they took the parcel in for you. One of our team has now emailed you with further tracking information. Best Regards - ET Team

Posted 4 months ago

“Ordered many times and never had a problem until my last order. Some items were missing and 2 items sent that I didn't order. Filled in 3 forms but not heard anything back.”

Helpful Report

Posted 4 months ago

Hello, thanks for taking the time to leave us a review. We're sorry to hear you didn't appear to receive your order. I've checked our ticket system and unfortunately, I'm not able to find any previous communication. I can confirm your order was delivered on Friday, 8th of December. Please check with any other household members or neighbours in case they took the parcel in for you. One of our team has now emailed you with further tracking information. Best Regards - ET Team

Posted 4 months ago

“Have not received order made on 3/12 still waiting”

Helpful Report

Posted 4 months ago

Hi Jessie, thanks for taking the time to leave us a review. We're sorry to hear you didn't appear to receive your order. I've checked your tracking and can confirm your order was delivered on Tuesday, 5th of December. Please check with any other household members or neighbours in case they took the parcel in for you. One of our team has now emailed you with further tracking information. Best Regards - ET Team

Posted 4 months ago

“Didn't apply 10% discount code, despite I pasted it in. Didn't send via DPD next day delivery, as per I paid £4.99 for. So approximately £15 owed back to me, if not sent by DPD. I got an email saying Dispatched very quickly after I paid, so I'm dubious whether they actually have sent my item at all, let alone via DPD. I entered the tracking number into DPD site & it said 'the details are incorrect'. The tracking number doesn't work! I am anxious now about the £100 odd pounds I paid. No phone number for the company & I can't find an email address to email their customer services. I hope they have sent it via DPD for tomorrow delivery, let's wait & see.”

Helpful Report

Posted 4 months ago

Hello, Thank you for leaving a review. We can see that you placed your first order with us about 50 minutes ago and have indeed selected DPD Next Day delivery. The tracking information will not update until later tonight once your package has entered DPD's network. As DPD was selected, your order will be scheduled for delivery tomorrow. With regards to the 10% off discount, our customer service team have responded to your query about this, so please check your email inbox. Hope this helps. ET Team

Posted 4 months ago

“I've been trying to contact you for days and I'm not able to I didn't receive the items I ordered”

Helpful Report

Posted 5 months ago

Hi Mary, thanks for taking the time to leave us a review. We're sorry to hear you're having trouble getting in touch. Upon checking our system we are unable to find any previous communication from yourself. I can confirm your order was delivered by Royal Mail on the 28th of October. One of our team has now contacted you via email with further tracking information. Best Regards - ET Team

Posted 5 months ago

“I have over 40 quids worth of products I need to return. I was emailed that it was appropriate to do this and to fill in a returns form. The returns form page fails to open. I have tried many times. My 30day opening in which to do this is running out. This process is not straight forward at all. So beware. I have still been unable to get my money refunded.”

Helpful Report

Posted 6 months ago

Hi Jane, thanks for taking the time to leave us a review. We're sorry to hear you're having a technical problem with our returns form. We offer alternative solutions for customers who have difficulty with the returns form or don't have a printer. Upon request, we are able to provide this alternative. I've checked your correspondence with our team but we haven't received an email from you regarding this problem. One of our Customer Service Team has now contacted you via email to help. Best Regards - ET Team

Posted 6 months ago

“It no longer works after 2 weeks and the plastic opener where the oil goes is now inside”

Helpful Report

Posted 6 months ago

Hi Joanne, thanks for taking the time to leave us a review. We've checked your account and unfortunately, we are unable to find a starter kit purchase. It's likely you purchased a device from another retailer. We'd recommend contacting them directly to resolve any problems you are encountering. If you have any further questions please don't hesitate to contact us. Best Regards - ET Team

Posted 6 months ago

“I bought two Mini Tecc vape kits, which were selling cheaper than the normal price, should have known better, battery got hot on one, and did not charge, the other is fine so far, tried to contact them, faced with the usual maze of options, no response from them anyway, so do yourself a favour and stay well clear.”

Helpful Report

Posted 8 months ago

Hi Margaret, thanks for taking the time to leave us a review. We're sorry that one of your starter kits isn't charging correctly. I've checked your correspondence with our team and can see they responded to your query within a few minutes. We are awaiting your response and once received we can resolve this as soon as possible. If you're unable to see our reply in your inbox, please check your spam folder in case it's been delivered there. We look forward to hearing from you. Best Regards - ET Team

Posted 8 months ago

“Poor quality products 😢 used them multiple times and very disappointed with what I have received. Tried pods, vape devices, tanks and liquids but problems with everything. When contacting them your treated poorly and it's very difficult to get problems resolved despite sending videos and answering numerous questions. Ended up at the point of being out of pocket as I quit dealing with them and their returns policy is just a way out of helpful.”

Helpful Report

Posted 10 months ago

Hi Eileen, thanks for taking the time to leave us a review. We're very sorry to hear you were disappointed. I've checked your correspondence with our team and can see your kit issue has already been resolved. As a gesture of goodwill, we directly sent you a replacement kit instead of receiving the return first for testing and included a Freepost returns envelope to return the faulty kit back to us. It's essential for us to ask questions about the fault encountered so we can determine whether the kit/pods are faulty or if it's a simple error that can be fixed. Your replacement kit was delivered on the 11th of June and we hope your new device works well for you. Best Regards - ET Team

Posted 10 months ago

“I have been waiting some time for my order. They keep sending me review questions based on my order but I can’t say anything as not received this.”

Helpful Report

Posted 1 year ago

Hi Mia, thanks for taking the time to leave us a review. We're sorry to hear your order hasn't arrived yet. We've checked your tracking and can confirm your order was attempted to be delivered the day after it was dispatched on Wednesday the 12th of April. Unfortunately, there was no answer so Royal Mail left a card so you can arrange a re-delivery. The parcel is available for collection or re-delivery from your local delivery office. One of our team has emailed further information via email. Best Regards - ET Team

Posted 1 year ago

“The service was quick from date of ordering and so reasonably priced but the pen stopped working after 4 days and the vape juices leaked all 3 of them whilst using the device I already had.. when I put an enquiry in I kept getting asked what cable I use to charge and how long each time.. tbh.. I’ve never monitored under such scrutiny as I have a busy life.. all my vapes have been good until this purchase.. I’m willing to let it go due to the little cost but think I may buy from an outlet from now in as I can go back and explain face to face should I have a problem”

Helpful Report

Posted 1 year ago

Hi Livia, thanks for taking the time to leave us a review. We're sorry to hear you had an issue with your starter kit. I've checked your correspondence with our team and can see you didn't answer the questions initially asked in the first response. These questions are essential for us to determine what the cause of the problem is and whether the product is faulty or the charger. Due to this, we have to reask the questions and once we receive your response we can resolve this for you as soon as possible. Best Regards - ET Team

Posted 1 year ago

The Electric Tobacconist is rated 4.9 based on 34,386 reviews