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 36,402 Reviews

99 %

of reviewers recommend The Electric Tobacconist

4.9

Based on 36,402 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 22nd March 2025

913

Anonymous

Anonymous // 01/01/2019

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

“I have ordered several times, but this time it is really disappointing. I placed an order on March 10th, totaling £290, but I have not received the goods today, March 18th. The customer service only responded once and said they would follow up for me! I would like to arrange a refund! But there was nothing anyone could do for me. Where was the goods? How to arrange refund?”

Helpful Report

Posted 1 week ago

Hi Tammy, Thank you for taking the time to leave a review. I am very sorry to learn that you have not yet received your order. Our Customer Support Team is currently investigating this matter with our delivery partner to ascertain the whereabouts of your package. Due to the value of your order, we are required to conduct a thorough investigation before a resolution can be provided. Please accept our apologies for any inconvenience this may cause. We anticipate receiving an update by tomorrow and kindly request that you allow until the end of the day tomorrow (19th March) for our team to be in touch with further information. Best Regards, Steph - ET Team

Posted 1 week ago

“Don't have a contact number! returns process isn't straightforward ect”

Helpful Report

Posted 1 month ago

Hi Richard, thank you for taking the time to leave us a review. While we do not have a contact number, all enquiries are managed through our Help Desk. This allows us to provide efficient service and maintain a record of any issues for better support. We offer a convenient Freepost returns process, which can be requested via the Help Desk. I can see that you have already been in touch, and we have provided the necessary return instructions. Please follow the provided instructions, and we will process your return as soon as possible. Best Regards - ET Team

Posted 1 month ago

“Delivery did not arrive. Reported to customer services who told me to wait a week. 7 days after it was supposed to arrive requested a refund and customer services started to be pedantic and saying I need to wait 7 ‘working’ days even though it was supposed to be next day delivery.. they can clearly see from the tracking it’s not been delivered. Bought off here a few times but without issues. Mistakes happen but the way they have delayed rectifying the issue I won’t be using again. Now following up with my bank to get a refund”

Helpful Report

Posted 2 months ago

Hi Steve, thanks for taking the time to leave us a review. We’re sorry to hear your order hasn’t arrived yet. The delivery method you selected was free Royal Mail Standard post and this isn’t a guaranteed next-day service. While Royal Mail aims to deliver the next working day in some rare cases it can take longer. As mentioned in our initial email, we kindly asked you to allow until the 15th of January, which is 7 working days. We received your email on the 14th requesting a refund, but we cannot process refunds until this timeframe has passed. If your order has not been delivered by the end of today (15th), please contact us, and we’ll promptly process the refund. Best Regards - ET Team

Posted 2 months ago

“Since purchase have been flooded with emails. Won't be using this company again.”

Helpful Report

Posted 2 months ago

Hello, thanks for taking the time to leave us a review. We’re sorry to hear about your concerns. Upon checking our system I can see you opted to sign up for our newsletter when setting up your account and then unsubscribed on the 1st of January. During this brief period, the emails you received included a 10% discount offer, which you redeemed on your first order, along with a few transactional emails. Please be assured that since unsubscribing, you will only receive necessary transactional emails, such as order confirmations or review your products. Best Regards - ET Team

Posted 2 months ago

“Absolutely awful customer ssevice Product t I had bought was faulty . They want me to go through all the hassle of sending back to mend I sent a Video of it not working . But that wasn’t good enough . Now have to fall around after work trying to print off returns form . They will not replace will new one . I won’t be buying from them ever again Awful customer service”

Helpful Report

Posted 3 months ago

Hi Paula, thank you for taking the time to leave us a review. We’re sorry to hear about this. After reviewing your communication with our team, we responded promptly explaining the returns process, and you mentioned you were happy to send it back for a replacement. There was no indication that you were dissatisfied. As part of our standard process, we may request photos or videos to help verify issues. If it’s not possible to identify the cause of the problem then the product needs to be returned for testing, which is a consistent policy for all customers. To clarify, we have not refused to provide you with a replacement device. We’ve provided our Freepost returns address, and once the item is received and the fault is confirmed, we will send out a new starter kit. Best Regards - ET Team

Posted 3 months ago

“Tried the Innokin Go S and the XROS 3 Mini and ended up going back to disposable vapes after trying both of these. The Innokin was a good vape to start with, only had a few failed tanks (too much spitting or burnt) however they didn’t last very long before they started causing problems - less than a week to have next to no power (vape was fully charged) and more tanks kept having to be thrown away, it was just a waste of money by that point. I then tried the Xros 3 Mini as they were apparently more reliable for the tanks, however my first one leaked within 10 minutes all over the battery. I then switched to a different tank which was apparently the much better and newer version said to last longer which worked great for about 12 hours, woke up the next day and it had also leaked. My patience ran thin after having constant issues with both and not able to get refund easily by the looks of it so switched back to disposables and have had no issues with these, much easier. Will never buy from here again. Don’t have photos of the tanks as i obviously threw the straight in the bin but here is a photo of the vapes anyway”

Helpful Report

Posted 4 months ago

Hello, thank you for taking the time to leave us a review. We’re sorry to hear about the difficulties you’ve experienced with your Innokin Go S kit and Vaporesso XROS 3 Mini. After checking our system, we couldn’t find any prior contact regarding these issues. We’d like to help resolve this for you. We offer solutions for these types of problems and even a Freepost returns service. Please contact us via the Help Desk with your ET order numbers for the corresponding orders, and we’ll gladly assist further. Best Regards - ET Team

Posted 4 months ago

“Virtually all of the products delivered are faulty and do not work”

Helpful Report

Posted 10 months ago

Hi Tina, thanks for taking the time to leave us a review. It appears you have accidentally left a product review on our service reviews. We apologise for the inconvenience caused by the faulty 10 Motives Disposables. We haven't received prior notification of this issue, so a team member has contacted you via email to ensure it is resolved as soon as possible. Best Regards - ET Team

Posted 10 months ago

“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 11 months 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 11 months ago

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

Helpful Report

Posted 11 months 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 11 months 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 11 months 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 11 months 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 year 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 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year ago

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

Helpful Report

Posted 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year ago

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

Helpful Report

Posted 1 year 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 1 year 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 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

The Electric Tobacconist is rated 4.9 based on 36,402 reviews