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

“Why asking for review when the product still not arrive? When the product arrive then its appropriate to ask for review”

Helpful Report

Posted 4 years ago

Hi Petyo, thanks for taking the time to leave us a review. We're sorry to hear your order hasn't arrived yet. Our review emails are automatically sent after a period of time when the order should have arrived by. I can confirm I have now contacted you and arranged a re-dispatch. We apologise again for the delay. Best Regards - Amy - ET Team

Posted 4 years ago

“I have emailed this company 3 times and have had no reply. My order has not arrived and I have paid them nearly £100”

Helpful Report

Posted 4 years ago

Hi Katrina, thanks for taking the time to leave us a review. We're sorry to hear this. I can confirm our customer service agent Scott has replied to all your emails and is awaiting your reply to confirm the delivery address you provided. Once you have confirmed your delivery address we can have your order re-dispatched. Best Regards - Amy - ET Team

Posted 4 years ago

“Jem pen arrived broken. Emailed about it opened an enquiry offered to return item for a refund and was told I could get it exchanged. Explained I didn't want an exchange I would like a refund as I am not interested in the product any more and have had to spend money on another vape product as that one was broken to be ignored.”

Helpful Report

Posted 4 years ago

Hi Sarah, thanks for taking the time to leave us a review. We're sorry to hear you feel this way. I have checked the correspondence and can see our team did reply to your email but there was no response. The email has now been resent. Once the kit is returned back to us and confirmed faulty we can arrange for a refund to be processed. Best Regards - Amy - ET Team

Posted 4 years ago

“Shocking service, order never arrived, so did a PayPal dispute, then they contacted me once, been over a week and still dont know if my order has been sent out 0/10”

Helpful Report

Posted 4 years ago

Hello, thanks for leaving us a review. We're sorry to hear your order didn't arrive and for the delayed response. The best way to have issues resolved quickly is through our help desk on the website. I'm pleased to see our team has now re-dispatched your order via DPD Next Day post. Best Regards - Amy - ET Team

Posted 4 years ago

“Delivery not received after 10 days since dispatch confirmation. Help desk webpage does not work as you have to pick a title subject which then sends you back to the original email page. Poor service, you need to review this.”

Helpful Report

Posted 4 years ago

Hi Soma, thanks for taking the time to leave us a review. We're sorry to hear your order didn't arrive after 10 days. As it's been over 7 days it would appear your order was lost in the postal system. I can see you were able to successfully get in touch with us and as a gesture goodwill we upgraded your replacement order to DPD Next Day post. Best Regards - Amy - ET Team

Posted 4 years ago

“Order was placed on the 9th May but unfortunately has still not arrived it's now the 17th.”

Helpful Report

Posted 4 years ago

Hi Andy, we're sorry to hear your order hasn't arrived as of yet. As it's been 7 working days it would appear your order has been lost in the postal system. One of our team has now contacted you to arrange a re-dispatch. Best Regards - Tom - ET Team

Posted 4 years ago

“Fab delivery as always but the last Juul tobacco pods i bought were awful, packaging was different, they tasted burnt, some pods wouldnt work at all. I complained but wasnt happy with the response.”

Helpful Report

Posted 4 years ago

Hi Phil, thanks for taking the time to leave us a review. We're sorry to hear you had an issue with your JUUL pods. I can confirm all of our stock from JUUL directly as per our contract with them. Our team did offer to arrange for replacements to be sent out but you preferred to return for a refund. Once received we can process this for you. Best Regards - Amy - ET Team

Posted 4 years ago

“Absolutely cant rate this company enough from start to finish”

Helpful Report

Posted 4 years ago

“i made an order wich i didnt receive but the thing that upsets me the most is the fact that they dont give you a chance to put in a complaint. so now i dont have my order and im not able to contact anyone. AVOID”

Helpful Report

Posted 4 years ago

Hi Pietro, thanks for taking the time to leave us a review. We're sorry to hear your order hasn't arrived yet. It's easy to get in touch with us directly through the help desk on our website. I can confirm one of our Customer Service Team has now directly emailed you to have this resolved. Best Regards - ET Team

Posted 4 years ago

“Still haven’t received order. Ordered on Sunday but still not arrived. Not impressed at all”

Helpful Report

Posted 4 years ago

Hi Gwen, thanks for taking the time to leave us a review. We're sorry to hear your order hasn't arrived as of yet. Due to the current situation with COVID-19, Royal Mail have expressed that there are expected to be delays with delivery times. Due to this, it can take up to 7 working days in some cases. I can confirm your order was collected by Royal Mail on Monday 13th, if the order hasn't arrived by Tuesday 21st please contact us through the Help Desk and we can arrange a re-dispatch. Best Regards - Amy - ET Team

Posted 4 years ago

“Ordered on the 7th...Still no items and no response to query. Disappointed”

Helpful Report

Posted 4 years ago

“Order dispatched on 3rd of April, still not delivered on 11th of April. I understand there are delays due to the difficult situation but how’s that coming I put an order in France on the same time and already got it but Electric Tobacconist didn’t deliver? Tried to contact the customer service team, created a ticket online, saying I will be contacted in the next 4 hours. A day later still no response to my query. Bad customer service, last time I order from there.”

Helpful Report

Posted 4 years ago

Hello, thanks for taking the time to leave us a review. We're sorry there's been a delay to the delivery of your order. Unfortunately, we don't appear to have received any communication from you previously. It's possible that orders from other companies may arrive quicker as it varies from the courier and service available in certain areas during this situation. As mentioned by my colleague if the order hasn't arrived by Tuesday 14th of April please let us know and we can arrange a re-dispatch. Best Regards - Amy - ET Team

Posted 4 years ago

“I have still not received 6 eliquids after numerous emails to the help desks with no replys. Its been over a week since dispatched. Will be thinking twice before ordering with you again. Very disappointed.”

Helpful Report

Posted 4 years ago

Hi Sadiqqur, thanks for taking the time to leave us a review. I'm sorry to hear your order hasn't arrived as of yet. I can confirm all your emails were replied to by our Customer Service Team. As you confirmed your delivery address your order was re-dispatched. Rest assured your replacement order will be with you soon. Best Regards - Amy - ET Team

Posted 4 years ago

“Paid for next day delivery but arrived 6 days later no communication”

Helpful Report

Posted 4 years ago

Hi Alan, thanks for taking the time to leave us a review. We're sorry to hear your order didn't arrive the next day as expected. I have checked your order and I can see it was dispatched the following day. During this time we do mention on our website "We're working hard to get every order placed before the cut-off time dispatched, however, we are unable to guarantee this. At most, dispatch may be delayed by 24 hours.". To apologise for this we have credited your e-wallet with £4.99 which was the cost of the postage. Best Regards - Amy - ET Team

Posted 4 years ago

“Placed my order on 26/03, not arrived and have sent messages and nothing back, but they are still taking orders”

Helpful Report

Posted 4 years ago

Hello, thanks for taking the time to leave us a review. I'm sorry to hear you haven't received your order as of yet. I have checked our system and we don't appear to have received any communication from you before. As it has been 7 days since your order was originally sent, it would appear your order has got lost in the postal system. I'm pleased to see our Customer Service Team has already emailed you to arrange a re-dispatch. Best Regards - Amy - ET Team

Posted 4 years ago

“Never recieved order and won’t reply to any of my emails. Very very disappointed”

Helpful Report

Posted 4 years ago

Hello, thanks for taking the time to leave us a review. I'm sorry to hear you didn't receive a reply from us. I have checked our system and we don't appear to have received any communication from you before. Usually, orders arrive the next working day, however, given the current situation with COVID-19, Royal Mail have expressed that there are expected to be delays with delivery times. For this reason, if your delivery has still not arrived by 6th of April please let us know and we will re-dispatch your order. Best Regards - Amy - ET Team

Posted 4 years ago

“I appreciate that we are experiencing unprecedented times but asking me to review a product and service when I ordered over a week ago and still not received said product is a bit much... maybe you would like to review my bank account because you've sure taken then money! Not had any issue with any other deliveries so not sure what the excuse is.”

Helpful Report

Posted 4 years ago

Hi Nicky, thanks for taking the time to leave us a review. We're sorry to hear your order hasn't arrived as of yet. Due to the situation, there can be a delay in the delivery of your order and this can vary. Unfortunately, you don't appear to have contacted us regarding this issue. However, I'm pleased to see our team has now contacted you to arrange a re-dispatch. Best Regards - Tom - ET Team

Posted 4 years ago

“I ordered n 24th March and on 25th email recieved saying out for delivery it's now 30th and still waiting”

Helpful Report

Posted 5 years ago

Hello, thanks for taking the time to leave us a review. I can confirm your order was placed on the 24th of March and you received your dispatch confirmation email on the 25th of March. This means your order has now left our warehouse and was not out for delivery. As the selected postage was free Royal Mail Standard post it can take up 5 working days in some cases. If your order hasn't arrived by the end of today please let us know by contacting the Help Desk. Our team will be able to resolve this for you. Best Regards - Amy - ET Team

Posted 5 years ago

“ET1004862 Ordered 11th March marked as dispatched 11th March now 19th March still waiting.Went elsewhere will not use this site again cannot afford to lose good money”

Helpful Report

Posted 5 years ago

Hi John, 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 my colleague has looked into this for you and unfortunately you provided us with the incorrect delivery address. As your order is on its way back to us we will re-dispatch it to the correct address once it is received back from Royal Mail. Best Regards - Amy - ET Team

Posted 5 years ago

“They used to have a phone number or email to contact them when problems arise. That is no longer the case. They use DPD for deliveries, this comapny s known for not even attempting to deliver and flag it as "no one was in", which is not true. As for DPD, you can't contact them either, unless you consider chatting to a web bot a satisfactory form of conact, which I do not.”

Helpful Report

Posted 5 years ago

Hi Richard, we're sorry to hear your order was unable to be delivered. We will be looking into this further with DPD. We don't appear to have received any communication from you however, I'm pleased to see you were successfully able to arrange a re-delivery for the Wednesday 4th of March. To apologise for the delay we have credited your e-wallet with £5 to use on your next order. If you have any further questions please contact us through our Help Desk - http://bit.ly/ETHELPDESK. Best Regards - Amy - ET Team

Posted 5 years ago

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