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

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Email:

help@electrictobacconist.co.uk

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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

“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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year ago

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

Helpful Report

Posted 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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

“Very disappointed with the disposable vape I bought. Only lasted at most 200 puffs,some even lower. I bought 12 of the same one and not happy with any. Also my order took ages to get to me. Not happy.”

Helpful Report

Posted 2 years ago

Hi Kim, thanks for taking the time to leave us a review. We're sorry to hear you were disappointed with your Vuse Go Disposables. I can confirm one of our team has contacted you now to resolve this for you. Regarding the delivery, I can see that your order was delivered on time. As you purchased on a Sunday the parcel entered the Royal Mail system on Monday and was delivered the next working day (Tuesday). Best Regard - ET Team

Posted 2 years ago

“my order not dolivered”

Helpful Report

Posted 2 years ago

Hi Lutvo, thanks for taking the time to leave us a review. We're very sorry to hear your order hasn't arrived yet. I've checked our system and can see our team has already replied to your email. Your replacement order has been created and will be dispatched today. We apologise for the delay and thank you for your understanding. Best Regards - ET Team

Posted 2 years ago

“Unfortunately will not be returning. My usual website was out of stock so purchased from this place.....big mistake. Absolutely disgusting aftertaste with my pods. Worth a shot but never again”

Helpful Report

Posted 2 years ago

Hello, thanks for taking the time to leave us a review. We're sorry to hear you didn't like the taste of your Hexa Mixed Berries pods. I can confirm our stock is obtained directly from Hexa themselves. All retailers in the UK stock the same Hexa products so there shouldn't be a substantial difference in flavour. The other previously purchased pods may have steeped for a long time providing a slight enhancement of flavour. However, if you would like to return any unopened packs of refills for an exchange or credit, please don't hesitate to contact us through the help desk. Best Regards - ET Team

Posted 2 years ago

“2 vape pens stopped charging properly within 4 months of purchase. Poor on the customer service front all round. I’m assumed as a lying customer above anything else when I’ve spent the best part of a few hundred pounds with this company over the last few months on vapes and pods. And other purchases previous to that. Really poor on their part. Email responses tone is also very off. I gave feedback about a new product a while back and that came back with a response of defensive and off tone too. These people don’t understand their customers or anything by way of customer service. Avoid!”

Helpful Report

Posted 2 years ago

“My e cigarette didn’t work. I spent £50 with you and got a faulty one”

Helpful Report

Posted 2 years ago

“Placed an order on Monday for next day delivery with DPD. DPD claimed to have delivered it which they had not. emailed and opened a ticket with The electronic tobacconist - no response. Contacted DPD who said the driver would go and retrieve the package and deliver to the correct address same day. Package did not arrive. Tried again with a ticket and an email to the electronic tobacconist - no response. Checked again with DPD. Informed the package had been returned to sender. Still no reponse from the electronic tobacconist.”

Helpful Report

Posted 2 years ago

Hello, thanks for taking the time to leave us a review. We're very sorry to hear there was a DPD error causing a delay in the delivery of your order. I can confirm our team has been responding to your emails to resolve the issue as soon as possible. I can see you are referring to three emails sent today within a few hours however as mentioned by our team we were awaiting the response from our delivery partner before advising further. I'm pleased to see our team has now arranged a replacement order to be sent out for delivery tomorrow. Once again we apologise for the delay. Best Regards - ET Team

Posted 2 years ago

“The Batteries only lasted a few charges. The Pods only lasted for 30 mins. I have written to this company, but have heard nothing. Unsure if this company make them or just supply, but I’d like a refund just to ensure that 10 Motive don’t get me money!!”

Helpful Report

Posted 2 years ago

Hi Bernadette, thanks for taking the time to leave us a review. We're sorry to hear you're having trouble with your 10 Motives batteries. We are not the brand 10 Motives ourselves but we offer 10 Motives products on our site. I can confirm our team replied to your email on Monday the 2nd of January and are awaiting your response. I have re-sent the email to you now, please check your spam folder in case it was delivered there. Best Regards - ET Team

Posted 2 years ago

“Still waiting for my order, its not arrived ordered jan 2,,”

Helpful Report

Posted 2 years ago

Hi Peter, thanks for taking the time to leave us a review. We’re sorry to hear your order doesn’t appear to have arrived. We’ve checked our system but unfortunately, you haven’t contacted us regarding this issue. Upon checking your tracking the order was delivered on the 4th of January. Please check with any other members of your household or neighbours in case they took the parcel in for you. One of our team has emailed you with further tracking information. Best Regards - ET Team

Posted 2 years ago

“Still not received my order”

Helpful Report

Posted 2 years ago

Hi Kevin, thanks for taking the time to leave us a review. We're sorry to hear you haven't received your order yet. Due to bank holidays and Royal Mail strikes it has only been 4 working days since the dispatch of your order. If your order hasn't arrived by Thursday 5th of January (after 7 working days) please contact us through the Help Desk and one of our team will resolve this for you. Best Regards - ET Team

Posted 2 years ago

“Not happy at all , also not recommend it, I made an order on the 12th of December & I got email confirmation for dispatch unfortunately until today I didn’t receive my order I tried to contact them they don’t have contact information . On their website for any inquiries for not received delivery you have to wait 7 working days & I been waiting more than 7days still I don’t have access to sent email. Really disappointed”

Helpful Report

Posted 2 years ago

Hi Nurhussen, thanks for taking the time to leave us a review. We're sorry to hear you haven't received your order yet. I can confirm it has only been 5 working days since your order was dispatched. We ask all customers to wait 7 working days before contacting us as orders usually arrive within this time. The option to report your order becomes available after this time if it doesn't arrive. One of our team has now contacted you via email with further tracking information. Best Regards - ET Team

Posted 2 years ago

“Ordered on 12th December, meant to be tracked 24hours. I haven’t heard anything and nothing has arrived. I would not recommend.”

Helpful Report

Posted 2 years ago

Hi Holly, thanks for taking the time to leave us a review. We're sorry to hear your order hasn't arrived yet. I can see you have already contacted us on Sunday 18th of December and our team responded the same day. As mentioned by our team, due to the current situation with strikes and the influx of Royal Mail deliveries there are expected delays. We'd recommend keeping an eye on your tracking and if you haven't received your order by the date indicated in our email please get back in touch. We can then advise further on arranging a re-dispatch. Once again we apologise for the delay. Best Regards - ET Team

Posted 2 years ago

“Ordered on the 3rd still haven't received it. Went to post office they can't find it and wasn't given a track 24 tracking number and impossible to ask this query online and no contact number. So all in all a really bad service. And I'm contacting PayPal as I think I'm being knocked.”

Helpful Report

Posted 2 years ago

Hi Paul, thanks for taking the time to leave us a review. We're sorry to hear your order hasn't arrived yet. I've checked our system and we haven't received any communication from you regarding this issue. The quickest and easiest way to contact us is through the Help Desk on our website. However, one of our team has now contacted you via email with further information and assistance. Best Regards - ET Team

Posted 2 years ago

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