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 36,419 Reviews

99 %

of reviewers recommend The Electric Tobacconist

4.9

Based on 36,419 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
Refunds Process	Very Easy
Returns Process	Easy

Visit Website

Email:

help@electrictobacconist.co.uk

Write Your review

Tell us how The Electric Tobacconist made you happy

Help future customers by talking about customer service, price, delivery, returns & refunds.

Minimum 10 characters

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

The Electric Tobacconist 5 star review on 29th March 2025

915

Anonymous

Anonymous // 01/01/2019

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

“I would love to make a purchase from this company but, the verification process has now failed on two occasions. How I managed to actually get an account with this company is beyond comprehension. Obviously, I no longer exist. Still, not to worry, I'll simply buy the things I want from somebody else.”

Helpful Report

Posted 3 years ago

Hello, thanks for taking the time to leave us a review. We’re sorry to hear you’re having trouble passing age verification. We take our age verification process very seriously as legally we're unable to supply e-cigarette products to anyone under the age of 18. We use an industry-recognised third-party system to verify your age. We verify your age using your full name, current address and the date of birth you provided when creating your account. If you fail this process at checkout, we ask you to provide a form of ID so we can manually check this information against your ET account. As soon as this has been done, your ID is permanently deleted from our system and will not be required again. Unfortunately, your ID hasn’t been provided as of yet so we are unable to verify your account. Please provide this if you wish to place an order with us. Best Regards - ET Team

Posted 3 years ago

“Still waiting for order from February 25 ordered again today you have taken money for both orders not impressed”

Helpful Report

Posted 3 years ago

Hello, thanks for taking the time to leave us a review. We're very sorry to hear about this. Unfortunately, there was a stock error that caused the Innokin Go Z Blue Tank in your order to be out of stock. Our system didn't signal this issue as usual as normally we would contact our customers straight away to resolve the problem, we apologise for this. One of our team has now contacted you to have this resolved as soon as possible. Best Regards - ET Team

Posted 3 years ago

“Product very good, however just tried to re-order 2 refills @ £ 5.99 each making total over £10 for free delivery as advertised and being charged £4+ for delivery! Which is it? Not prepared to pay that much and therefore did not complete the order. Please check your website and stop advertising free delivery on orders over £10”

Helpful Report

Posted 3 years ago

Hello, thanks for taking the time to leave us a review. I can confirm you had DPD Next Day delivery selected at the checkout which is an additional £4.99. To receive the free Royal Mail delivery you will need to select this delivery option at the checkout. Best Regards - ET Team

Posted 3 years ago

“Order dispatched 7 days ago and still not arrived. Very disappointed”

Helpful Report

Posted 3 years ago

Hello, thanks for taking the time to leave us a review. We're sorry to hear your order hasn't arrived as of yet. I can confirm it was been 5 working days since the dispatch of your order. Our team has now contacted you, if your order hasn't arrived after 7 working days please reply to our email and we will resolve this for you as soon as possible. Best Regards - ET Team

Posted 3 years ago

“Paid for next day delivery, order not received by DPD on the next day and am told I have to wait another day. Not acceptable”

Helpful Report

Posted 3 years ago

Hi Darren, thanks for taking the time to leave us a review. I've checked your correspondence with our team and as mentioned your order was placed after our 4 pm dispatch deadline. We do display this on our website and you would have been provided with an estimated delivery date before completing your purchase. Rest assured your order will be with your today. Best Regards - ET Team

Posted 3 years ago

“Have ordered from here on multiple occasions and had no issues, but the most recent time has been a nightmare. Order was dispatched last Friday (It is now the following Thursday) and it is missing. I am unable to get in contact with anyone from the customer support as they refuse to investigate until it has been 7 working days. It has clearly been lost and they are unnecessarily delaying a solution. Will not be purchasing from here again.”

Helpful Report

Posted 3 years ago

Hello, thanks for taking the time to leave us a review. We're very sorry to hear your order hasn't arrived as of yet. I've checked our system and I'm unable to find any communication from you regarding this. The majority of our orders arrive the next day but in some circumstances, it can take longer. This is why we request customers to wait seven days from dispatch as the order usually arrives within this time. I can see our team has now messaged you to resolve this. Rest assured if your order doesn't arrive by tomorrow we'll arrange a re-dispatch for you straight away. Best Regards - ET Team

Posted 3 years ago

“I ordered on Saturday 27 nov for the first time and one of the reasons I did so was because of the next day delivery. I can understand if it was not here Sunday or Monday but it’s still not been delivered on thursday… I would much rather know for sure when it’s been delivered rather than being duped. Just tell the truth.”

Helpful Report

Posted 3 years ago

Hello, thanks for taking the time to leave us a review. We're sorry to hear your order hasn't arrived as of yet. I can confirm the postage selected for your order was free Royal Mail Standard delivery which is not a guaranteed next day service. The majority of these orders arrive the next working however in some circumstances it can take longer. This is why we request to wait 7 working days from the dispatch date as orders usually arrive within this time. One of our team has now contacted you and if your order hasn't arrived by this time please let us know and we will resolve this for you as soon as possible. Best Regards - ET Team

Posted 3 years ago

“Still waiting on delivery of product, ordered on 20/8/21, being told I have to waist till 31/8/21 before customer service will deal. Have already had money taken from account and now having to buy product from elsewhere, I am a pensioner who cannot afford to Pay out more money.”

Helpful Report

Posted 3 years ago

Hi Anne, we're sorry to hear your order hasn't arrived. I can confirm your order was dispatched on Saturday 21/08/2021 as the order was placed after our 4 pm dispatch cut off. The majority of our orders arrive the next working day but in some cases, it can take longer. Sometimes there are delays in transit and in these circumstances orders usually arrive within 7 working days. I can see our team has already apologised for this and credited you with £5 to apologise for the delay. As mentioned by my colleague Sundays and Bank Holidays do not count as working days, this is why we request you wait until 31/08/2021, which is 7 working days. If your order hasn't arrived when your post is delivered on the 31st please let us know and we will arrange a re-dispatch or refund straight away. Best Regards - Amy - ET Team

Posted 3 years ago

“I had placed an order 10/07/21 not received, sent 4 enquiries and several e-mails. They initially asked me to confirm my address which I have done several times. They claim there was an issue with the browser for over 1 month!!!!. Still not heard anything. Customer service non existent.”

Helpful Report

Posted 3 years ago

Hi Denise, thanks for taking the time to leave us a review. We're sorry to hear your order hasn't arrived. There appears to be an issue receiving your responses to our emails but we receive tickets that you open via our Helpdesk. I can confirm our team spoke with you 8 days ago and as mentioned please submit a new ticket with your delivery address in the email so we can see that you have confirmed this. Once this has been done, we can arrange a re-dispatch of your order right away. Best Regards - ET Team

Posted 3 years ago

“Site NEVER recognises my log on. I TRY to order £100 of kit every 5 weeks. Am now looking into alternative suppliers. Useless. You should be VERY embarrassed. Tin pot company obviously. Amateurs.”

Helpful Report

Posted 3 years ago

Hi Colin, thanks for taking the time to leave us a review. We're sorry to hear you're having problems logging in and you feel this way. We haven't received any communication regarding this issue before. One of our team has now contacted you to reset your password. Best Regards - ET Team

Posted 3 years ago

“So altogether I have used this company 4 times now and been let down 3/4 occasions. First order I purchased 4 bottles of Heisenberg 60/40 12mg bottles, I noticed that the vape liquid wasn't right e.g it tasted more like menthol rather than Heisenberg, and the colouring was off more green than its usual colour. W Second order the vape juice was just the same, same menthol taste and green in colour. As well as this I purchased aspire Nautilus 2 coils, 3/5 were unusable though I was given credit to the value of the dud coils but nothing ever mentioned regarding the Heisenberg. Third order I only ordered the Heisenberg again and hallelujah I got the proper stuff, colour was correct as was the taste, 100% Heisenberg. They finally got it right! However.. On my fourth order, right back to square on Heisenberg vape juice colour was green and tasted only like menthol. My emails of complaint fell on deaf ears and for whatever reason my negative reviews never seen the light of day as they were either removed or never put up in the first place. I mean how many times are you going to mess up?? Never again though, I'll order direct from Vampire Vape from now on! Buy cheap, you get cheap!”

Helpful Report

Posted 3 years ago

Hi Ricky, thanks for taking the time to leave us a review. We're very sorry to hear you feel let down. I can confirm the Vampire Vape Heisenberg and all e-liquids are obtained directly from Vampire Vape themselves. I've checked our system and can confirm we haven't received any emails from yourself regarding the e-liquid issue you were encountering. I contacted you via email when I came across your review for the coil issue and credited you, but nothing was mentioned about the e-liquids in response. As we receive over a thousand reviews monthly we aim to read as many as possible but this is not always possible. Now, this has been brought to our attention we will be investigating this further with Vampire Vape. We would also like to make things right and if you have any bottles of the different tasting e-liquid you may return them back to us for a credit. You can contact us here through our helpdesk - https://bit.ly/ETSUPPORT. Best Regards - Amy - ET Team

Posted 3 years ago

“Waste of money these are the worse tasting disposable vapes I’ve tried and two don’t even work avoid”

Helpful Report

Posted 3 years ago

“Really upset have ordered twice before and was amazed how easy it is to order and quick delivery. Unfortunately this is my 3rd order over a week ago received the dispatched email the next day, but a week later I have still not received my refills. I am disappointed as it is so difficult to get in touch with these people. No phone number and no email address to write to. Had to enquire through a ticketing service last night and again tonight but still had no response. How would you claim a refund if you can’t speak or email anybody. NOT A HAPPY CUSTOMER AT THE MOMENT.”

Helpful Report

Posted 3 years ago

Hello, thanks for taking the time to leave us a review. We're sorry to hear your order hasn't arrived as of yet and you had difficulty contacting us. We do not have a phone number as we handle all our customer care enquiries via our Help Desk which can be easily accessed from the website. I've checked our system and we do not appear to have received any communication from you before. One of our team has now contacted you to have this resolved as soon as possible. Best Regards - ET Team

Posted 3 years ago

“I am not happy at all with the customer service. I have been waiting for a week for my parcel, when usually the delivery only takes 3-4 days.”

Helpful Report

Posted 3 years ago

Hello, thanks for taking the time to leave us a review. We're sorry to hear you haven't received your order as of yet. Due to the given the current situation with COVID-19, Royal Mail have expressed that there are expected to be delays with delivery times. We don't appear to have received any correspondence from you before. Our Customer Service Team has emailed and if your order hasn't arrived by tomorrow we can arrange a re-dispatch. Best Regards - ET Team

Posted 3 years ago

“Site does not work properly, terribly dissatisfied settled for wrong order”

Helpful Report

Posted 3 years ago

Hi Ronald, thanks for taking the time to leave us a review. We're sorry to hear you're having problems. I can confirm we haven't had any site issues recently or any reports of problems. I have now emailed you for further information on the issue you are encountering. Best Regards - Amy - ET Team

Posted 3 years ago

“I've been waiting for two weeks for a replacement of items I returned and I have the proof of postage but heard nothing from your customer services.I spend a lot of money as you will see if you check my account and would someone please please phone me.at 07388836013 to sort this out I'm waiting another order I placed one week ago and have not received.I'm very upset at this.”

Helpful Report

Posted 4 years ago

Hi Catherine, thanks for leaving us a review. We're sorry to hear you didn't appear to receive a response. I can confirm our Customer Service Team replied to your email on the 26th of November and are awaiting your response with your proof of postage. One of our team has now contacted and we will have this resolved as soon as possible. Best Regards - ET Team

Posted 4 years ago

“Excellent products & service of next day deliveries”

Helpful Report

Posted 4 years ago

“Ordered Saturday now Wednesday still not arrived good fast service not”

Helpful Report

Posted 4 years ago

Hello, thanks for taking the time to leave us a review. We're sorry to hear your order hasn't arrived yet. I can confirm your order was dispatched on Saturday and it has only been 2 full working days since dispatch. Rest assured your order will be with you very soon. Best Regards - Amy - ET Team

Posted 4 years ago

“First time and last time to use them they don’t believe u in what I said they sent me a vype kit the battery was broken reported it still waiting for a refund don’t think il get it best if u use another company ur wasting ur time with this wish I could give it 0 ( update) It’s been 7 days now still no refund so my guess now is that they lie don’t trust this company take my advice stay AWAY”

Helpful Report

Posted 4 years ago

Hi Julie, thanks for leaving us a review. We're sorry to hear this, I can confirm our team has resolved this for you. I have checked your account and can confirm you were already refunded on the 8th of September at 7:26 am. Best Regards - Amy - ET Team

Posted 4 years ago

“Product was not as advertised on your website I returned & emailed proof of postage still waiting for a refund! I got the product as advertised from another supplier”

Helpful Report

Posted 4 years ago

Hi Joyce, thanks for taking the time to leave us a review. We're sorry to hear you haven't received your refund. I can confirm we haven't received your return as of yet and hasn't been 7 working days since you sent it. Rest assured our team will be in touch as soon as it is received. The 88Vape e-liquids we stock are the updated packing version but there has been no change to the e-liquid or formula. We updated all the 88Vape e-liquid imagery on our website. Best Regards - Amy - ET Team

Posted 4 years ago

The Electric Tobacconist is rated 4.9 based on 36,419 reviews