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 36,434 Reviews

99 %

of reviewers recommend The Electric Tobacconist

4.9

Based on 36,434 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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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

“I had an issue and never recieved my order, now no-one is responding to my query”

Helpful Report

Posted 6 years ago

Hi Sharon, thanks for leaving us a review. We're sorry to hear this. I can confirm our Customer Service Team responded to your query and you provided an incomplete delivery address. One of our Team will be in touch shortly to help resolve this for you. Kind Regards - Amy - ET Team

Posted 6 years ago

“After paying £4.99 on the evening of Thursday 28th February for next day delivery, I finally received my order at 15.00 on Tuesday the 5th March. I would understand delivery on the Monday with it being the next full working day but not the Tuesday.”

Helpful Report

Posted 6 years ago

Hi there, I am very sorry to hear that there was a delay in your order being delivered. Our Customer Support Team have been in touch with a resolution, please check your email account and get back to us at your earliest convenience. Best Regards, Steph - ET Team

Posted 6 years ago

“IT broke after three weeks and I was refused a replacement. I was also told I have to buy the whole starter kit when I just need the pen replaced.”

Helpful Report

Posted 6 years ago

Hi Alice, thanks for leaving us a review. I have checked your correspondence with our Customer Service Team and we were happy to arrange a replacement if you returned the faulty kit back to us. Unfortunately, as you refused to return the kit back to us we were unable to arrange for a replacement to be sent. As a gesture of goodwill, our team credited your account with the full amount of the kit and you can use this to purchase a new kit. Best Regards - Amy - ET Team

Posted 6 years ago

“I am unable to give a review about your products as I am still waiting for my delivery it has been well over a week since I ordered, don't think I'll be using electric tobacconist again.”

Helpful Report

Posted 6 years ago

Hi George, thanks for leaving us a review. I'm sorry to hear your order hasn't arrived as of yet. Unfortunately, our Customer Service Team hasn't received any communication from you regarding this issue. I've reached out to you via email so that we can look into getting this resolved. Kind regards - Joe -ET Team.

Posted 6 years ago

“had a £2 voucher and it keeps coming up 1 pence off? I'd rather go to the shop and pay extra money than be messed about.”

Helpful Report

Posted 6 years ago

Hi Peter, thanks for you taking the time to leave us a review. I can confirm your discount code is working correctly. I've checked your order and as you were placing an order for £10 the £2 off would have taken your order under the minimum for free delivery. This is why it appeared like you only received 1p off as the £1.99 postage was added to the order. Your discount code is still valid and you can use it off your next order. Best Regards - Amy - ET Team

Posted 6 years ago

“I haven’t received my product yet! Where is it?”

Helpful Report

Posted 6 years ago

Hi Kaye, thanks for leaving us a review and I'm sorry to hear this. I have checked with our Customer Service Team and unfortunately, you provided us with the incorrect delivery address. Rest assured as soon as we receive your order back from Royal Mail we can arrange your re-dispatch. Best Regards - Tom - ET Team

Posted 6 years ago

“Paid for next day delivery, 6 days later I still haven't received my goods. Contacted support 2 days ago and still haven't heard anything. So pretty poor.”

Helpful Report

Posted 6 years ago

Hi Phil, thanks for leaving us a review. I'm sorry to hear that your order hasn't arrived. I can confirm my colleague replied to your initial email within a couple of minutes requesting confirmation of your delivery address. Our team has sent you another email and we will have this resolved for you as soon as possible. Kind Regards - Amy - ET Team

Posted 6 years ago

“Ordered a blue Prince tank and it still Has NOT ARRIVED. VERY ANNOYED NO explanation from Electric Tobacconist I’ve been waiting over 8 days”

Helpful Report

Posted 6 years ago

Hi Chris, thanks for leaving us a review. I'm sorry to hear your order didn't arrive. Unfortunately, your order was lost in transit but I am however pleased our Customer Service Team was able to resolve this for you. Best Regards - Amy - ET Team

Posted 6 years ago

“Would love to write a review of your products but unfortunately I still await their arrival 7 days after placing my order. I have received an email informing me that they have been dispatched but by what means of transport was it a Donkey?”

Helpful Report

Posted 6 years ago

Hi Paul, thanks for leaving us a review. I'm sorry to hear your order hasn't arrived as of yet. Unfortunately, our Customer Service Team hasn't received any communication from you regarding this issue. If your order hasn't arrived by Wednesday 28th (7 working days after dispatch) please submit a ticket on our helpdesk and we will take immediate action. Kind Regards - Amy - ET Team

Posted 6 years ago

“Ive not had my product”

Helpful Report

Posted 6 years ago

Hi David, thanks for leaving us a review. I'm sorry to hear this. I'm pleased our Customer Service Team were able to resolve this for you promptly and the order was re-dispatched. Kind Regards - Amy - ET Team

Posted 6 years ago

“It's been 6 days and my order hasn't arrived”

Helpful Report

Posted 6 years ago

Hi Imran, thanks for leaving us a review. I'm sorry to hear your order hasn't arrived yet. I can see my colleague has been in contact with you and we can take further action after 7 days from the dispatch date. As Royal Mail can deliver standard orders up to this time. If your order hasn't arrived with the post tomorrow please let us know and we can take immediate action. Kind Regards - Amy - ET Team

Posted 6 years ago

“Normally products are great but when things don't arrive it's impossible to give more than 1 star”

Helpful Report

Posted 6 years ago

Hi Robbie, thanks for leaving us a review. We're sorry to hear your order didn't arrive. One of our Customer Service Team has been in touch and we will have this resolved for you as soon as possible. Best Regards - Amy - ET Team

Posted 6 years ago

“Was shipped the wrong strength of nicotine. As I brought the liquids with me on holiday, I used them and was offered a discount towards my next purchase of the correct items. However, since then, they haven't re-stocked on the liquids I am after, rendering my discount useless so essentially I ended up paying for the wrong product and now have a useless discount. Will not order again.”

Helpful Report

Posted 6 years ago

Hi Leo, thanks for leaving us a review. I'm sorry to hear you feel this way. I have checked the previous correspondence and can see you received the correct nicotine strength but the 50/50 version instead of 80VG/20PG. We did give you the option to either return the e-liquids for an exchange or if you would prefer to keep them and have some credit to use off your next order. I can confirm the credit is still valid and you can redeem this on any product on our site. If you would like to discuss this further please get back in touch. Best Regards - Amy - ET Team

Posted 6 years ago

“Tried contacting this company & no1 gets back to you they say take a ticket then submit it still waiting for replies with the 2 items as they are both rubbish”

Helpful Report

Posted 6 years ago

Hi Alice, thanks for leaving us a review. I'm sorry to hear this. I can confirm my colleague replied to your ticket on Sunday, October 7th and is awaiting your reply. Please check your spam folder in case our emails have been received there and we can resolve this for you. Kind Regards - Amy - ET Team

Posted 6 years ago

“None arrival could not remember where ordered from can't seem to find the site!! Completely annoyed by this, have purchased from shop now as could not wait any longer been a week and nothing here!!!”

Helpful Report

Posted 6 years ago

Hi Bradley, thanks for leaving us a review. We're sorry to hear your order didn't arrive. One of our Customer Service Team has been in touch and we will have this resolved for you as soon as possible. Best Regards - Amy - ET Team

Posted 6 years ago

“I asked ET to cancel an order before dispatch and they still dispatched the order SMH. Now I have to wait for delivery and then return it. I was going to re-order with the correct shipping but now I will spend my money with vapeclub instead because at least they can rectify an issue quickly. Don't use this company because if there is a problem they will miss it because there is no one you can call or speak with on live chat, just a stupid email ticket system.”

Helpful Report

Posted 6 years ago

Hello, thank you for leaving us a review. I'm sorry to hear this. I have checked the correspondence and unfortunately, you didn't contact us within 30 minutes of placing your order to cancel. Due to this, the order was already processed for dispatch over the weekend and we were unable to cancel it. I can see you will be returning your order back to us and we will have this resolved as soon as possible. Kind Regards - Amy - ET Team

Posted 6 years ago

“I paid £6.99 for Saturday delivery and it did not arrive to the Monday evening! I have emailed and had no reply regarding wanting a refund for delivery.”

Helpful Report

Posted 6 years ago

Hi Naomi. Thank you for leaving us a review. I'm very sorry to hear your order didn't arrive on time, it appears there was a delay with DPD which was out of control. Unfortunately, we hadn't received any communication from you previously. I can confirm our team has refunded the £6.99 postage back to your original payment means. Kind Regards - Tom - ET Team

Posted 6 years ago

“no reply to my CONSTANT REQUEST FOR HELP WITH DEVICE NEEDED THE TO OPERATE MY 10 X INNOKIN COILS 16S X 10 which I purchased from you.... *** I have now wtitten to you on 5 occasions”

Helpful Report

Posted 6 years ago

Hi Robert. Thank you for leaving us a review. I'm sorry to hear this. I have checked the Customer Service correspondence and I can see all the emails have been responded to. It appears there's an issue with your email address and you haven't been receiving our responses. Unfortunately, the iClear 16s Clearomizers have been discontinued and are no longer available. Kind Regards - Tom - ET Team

Posted 6 years ago

“Very bad service as a first timer Ordered over 10 days and still not received the product or any feedback despite my query to customer service. Dont recommend and will not buy again from you”

Helpful Report

Posted 6 years ago

Hi Philippe. I'm really sorry to hear this, unfortunately, we hadn't received any communication from you previously. I can see that we have now helped you with this issue and your replacement order has been dispatched. I apologise for the hassle caused. Best Regards - Tom - ET Team

Posted 6 years ago

“Delivered to the wrong address not the delivery address. Still dont have the product that i have paid for. Seems like i have lost £30. Such a shame as i have always rated you highly and given 5 star reviews.”

Helpful Report

Posted 6 years ago

Hi Karen. I'm sorry to hear this. I have checked with our Customer Service Team and unfortunately, you provided the incorrect delivery address when checking out. As the delivery address was not correct we cannot take any further action until the order is returned back to us by Royal Mail. As soon as it received back we can arrange a re-delivery. Kind Regards - Tom - ET Team

Posted 6 years ago

The Electric Tobacconist is rated 4.9 based on 36,434 reviews