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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Used to be confident with the service as ordering juices was easy and delivery very quick. Been buying goods for several years now. However I bought a new vape kit in June and it failed this month. I contacted ET to be told it was out of its 90 day warranty! (90 DAYS?!) So I ordered this different one. I didn’t work from the get go. No response on the draw. Assuming it’s faulty I contacted ET. Was asked to VIDEO the problem! I told them I’m 64, don’t intend to do any such videos and that I expected them to trust me as a long standing customer when I say something doesn’t work, and quoted my rights under the Consumer Rights Act 2015. So I finally got a return slip, and now have to wait for them to receive it, which could take 7 days, inspect it and decide if it’s faulty before refunding me, which could be another 3-5 days. Not happy at all! Won’t be using them again unfortunately as 90 days warranty is a joke, and I expect a BRAND NEW item to work. Lost all trust in them I’m afraid.”

Helpful Report

Posted 5 months ago

Hi Allie, thank you for taking the time to share your feedback. We’re sorry to hear that your Innokin Trine kit appeared to be faulty. Please note that Innokin devices are covered by a 90-day warranty. As your purchase was made in June, the warranty has unfortunately expired. However, as a gesture of goodwill, we credited your account with £7.50, which is half the value of the device, to be used towards a new kit. We also regret that you have encountered an issue with a new device. To speed up the replacement process, we usually ask for photos or videos to verify the fault, which allows us to send a replacement immediately along with a returns envelope. However, as you opted not to provide this, we will need the product returned for testing. We have provided Freepost returns information, and once we receive your kit and confirm the fault, we will be happy to resolve the issue for you. Best Regards - ET Team

Posted 5 months ago

“Could have posted in the letter box now have to wait for Saturday delivery .. 😡”

Helpful Report

Posted 5 months ago

Hello, thank you for leaving us a review. We’re sorry to hear that Royal Mail experienced difficulties delivering your order. Unfortunately, delivery issues like this are beyond our control. Upon reviewing your order of 12 packs of cartomizers, we noticed that the package size may not fit through a standard letterbox. We understand that you have now scheduled a re-delivery for Saturday, October 5th, and we assure you that your order will reach you shortly. If you have any further questions or concerns, please don't hesitate to contact us. Best Regards - ET Team

Posted 5 months ago

“My item hasn't arrived and there's no way of getting in touch with this company. I have been a customer for a few years and in the past contact was easy. It'll be interesting to see if there's any company response to this review”

Helpful Report

Posted 8 months ago

Hi Philippa, thanks for taking the time to leave us a review. We're sorry to hear you didn't appear to receive your order. I can confirm you have already contacted our team via the Help Desk and we responded within a few minutes. Your order was delivered on the 6th of July and we have provided further tracking information in our email. Please check your spam folder in case our response was delivered there. Best Regards - ET Team

Posted 8 months ago

“I have not received my considerably large order in over 10 days. If there was an indication that it would take so long I would have gone to the manufacturer who delivered in 2 days. Very disappointing”

Helpful Report

Posted 10 months ago

Hi Roderick, thanks for taking the time to leave us a review. We're sorry to hear you didn't appear to receive your order. We can see you have already contacted our team. Upon checking the tracking it appears your order was delivered on Saturday, 18th of May. Please check with any other household members or neighbours in case they took the order in for you. If you cannot locate the order please get back in touch with us. Best Regards - ET Team

Posted 10 months ago

“Delivery was quick , and the device rechargeable and lovely colour, really easy to use and set up, however I did NOT like the device as a whole, i was really unhappy with it once i set it up the liquids did NOT TASTE NICE AT ALL , the coils burnt i would recommend only to use the branded coils for the vape, but the ones that came with it burnt and took me a while to change it and reset it up , then the vape coil over heated and became really hot. You must sit the head vape with juice in for 5 minutes before trying it. This gives it time to sink into the sponge. I was really unsatisfied the time it took up , i even went out to get proper salt brand juice but the time it took to sort out , just didn't expect. My friend had this vape and there one was very good and tasted amazing, so i was really unhappy that i had a bad experience and wasted £24 to then not be able to use and having to go out and buy another one that is better quality. Maybe i just got a broken one. If you get one 100% leave juice to sink in for 5-10 mins before even starting it and check it does not over heat. And to buy salt brands only hope this saved someone else time and money i haven't received a refund so down in pocket.”

Helpful Report

Posted 10 months ago

Hi Keera, thanks for taking the time to leave us a review. From the information provided, it appears that the pod wasn't primed correctly before using. All refillable vape devices require 5 - 10 minutes of priming before use. Unfortunately, once a pod is burned from not being primed correctly it cannot be fixed and will need to be replaced. I can confirm the 3 free e-liquids that you chose with your kit are nicotine salt e-liquids and are compatible with this device. Our team has responded to your email and is awaiting your response. Please get back in touch and we can advise further. Best Regards - ET Team

Posted 10 months ago

“I have recently attempted to complain about a product using their website - but either my message couldn't be sent(it didn't say as much, or why) or it has been sent and they have not responded. So their website isn't working correctly or they are ignoring my complaint - after 5 days - according to their website it is not possible to phone them.”

Helpful Report

Posted 1 year ago

Hi Pauline, thanks for taking the time to leave us a review. We're sorry to hear you're having trouble contacting us. I can confirm our Help Desk is performing correctly and it appears this may be an issue with your browser. I've also checked our system and we haven't received any communication from you before. One of our team has now contacted you via email to help resolve your product issue as soon as possible. Best Regards - ET Team

Posted 1 year ago

“You pay and expect next day delivery, no matter how early you order they always dispatch items after 4pm so very often your order doesn't arrive the next day. Tired of this.”

Helpful Report

Posted 1 year ago

Hello, thanks for taking the time to leave us a review. We're sorry to hear you haven't received your order yet. I've checked your order and see you purchased Royal Mail 24 post. This service isn't a guaranteed next-day delivery service. Royal Mail aims to deliver these parcels the next day however, in some cases, it can take a few working days. The delivery time is not affected when orders leave our warehouse late afternoon. I can see it's only been a couple of working days since the dispatch of your order; rest assured it will be with you very soon. If you require your items guaranteed the next day, we'd recommend selecting DPD Next Day/Weekend delivery. Please don't hesitate to contact us if you have any further questions. Best Regards - ET Team

Posted 1 year ago

“1st I ordered a vape qnd the offer of spend over 20 quid and get 4 free oils didn't happen actually got charged for 1 oil ridiculous I thought then the vape turned up and two free pods that came with it were leaking so I had to purchase more pods so not great”

Helpful Report

Posted 1 year ago

Hi Graeme, thanks for taking the time to leave us a review. We're sorry to hear you didn't receive your 3 free e-liquids. We have checked your order and unfortunately, the free e-liquids weren't added to your basket before checking out. Our team has now contacted you to resolve this. Best Regards - ET Team

Posted 1 year ago

“First order went great arrived via royalmail in 24hrs from dispatch as promised. Second order i placed was double quantity 5 days later its still not here .”

Helpful Report

Posted 1 year ago

Hi Anne, thanks for taking the time to leave us a review. We're sorry to hear you haven't received your order yet. The free Royal Mail post selected is a standard service and isn't a guaranteed next-day delivery service. In some cases it can take a few working days. I've checked your order and can see it was placed on a Sunday. This means your order was collected on the next available working day (Monday). As it's only been a couple of working days since the dispatch of your order it is still being processed by Royal Mail. If your order hasn't arrived by July 11th, please contact us through the Help Desk and we can resolve this for you. Best Regards - ET Team

Posted 1 year ago

“Ive been and still am a happy customer of The Electric Tobacconist for 2 years.Earlier this year i bought a Smok 25 kit. After 3 months the battery died,i got in touch with customer care and they agreed it sounded like the battery failed and they would replace but only if i returned the kit in full and in original packaging.This was impossable as id used the spare atomiser and glass that came with the kit.”

Helpful Report

Posted 2 years ago

Hello, thanks for taking the time to leave us a review. We're sorry to hear you appeared to have a faulty kit. When arranging faulty returns we do not request or require the original packaging to be returned but only the full kit e.g. tank & battery. This is so we can test the device and see where the fault lies. Sometimes issues that appear to be battery problems can be caused by tanks/coils which is why we need the full kit returned. If you require any further assistance or information regarding returns please don't hesitate to contact us through the help desk. Best Regards - ET Team

Posted 2 years ago

“Ordered on the 29th sept and its the 4th now im a regular monthly customer reason being as its usually a fast swift service but im on the 5th day and cant contact until 7th day dissapointed really as it stated 24hr delivery im choking for my vypes as i cant get them near me . 😭”

Helpful Report

Posted 2 years ago

Hello, thanks for taking the time to leave us a review. We're sorry to hear your order hasn't arrived yet. Your order was placed on Thursday 29th of September, which was the day before the Royal Mail strike. Royal Mail announced strike action for Friday the 30th of September and Saturday the 1st of October. Due to this, it has caused a delay in the delivery of your order. I can see from your tracking that the parcel is on its way to your local delivery office and will be with you very soon. Best Regards - ET Team

Posted 2 years ago

“ET was incredibly efficient. The process completely broke down when the order got into the hands of DPD. Paid for next day delivery but that didn't happen and all contact with DPD was pi×s poor.”

Helpful Report

Posted 2 years ago

Hello, thanks for taking the time to leave us a review. We're sorry to hear your DPD order didn't arrive the next day as expected and had trouble contacting them. Our team has now emailed you and to apologise for this we have refunded the postage back to your original payment means. Best Regards - ET Team

Posted 2 years ago

“I have been ordering my motives for over 15 months and only had one problem with my order until the one I have just received, I ordered a pack of 10 and a pack of 5, the pack of 5 had only got 4 in. The other problem I find with this company is how difficult it is to get in touch with anyone, other than that always been very happy with the product and the service.”

Helpful Report

Posted 2 years ago

Hello, thanks for taking the time to leave us a review. We're sorry to hear that one 10 Motives disposable was missing from your order. I've checked our system and we haven't received an email from you regarding this problem. One of our team has now emailed you and arranged for the missing item to be sent out. If you require any assistance in the future you can easily contact us through the "Help Desk" by submitting a ticket. Best Regards - ET Team

Posted 2 years ago

“I am very ANNOYED I have paid for a sat delivery but the driver could not find my address. I am desperate for the vape OIL as I have managed to stop smoking for 1 week I have been waiting all day as I am now out of vape oil. Why did the driver not phone me to ask directions. I am going through hell at the moment I have paid extra to have the delivery on Saturday so I will be assured of receiving it.”

Helpful Report

Posted 2 years ago

Hi Tom, thank you for taking the time to leave us a review. We're very sorry to hear your delivery was late as DPD were unable to find your address. We have refunded the postage back to your original payment means to apologise for this. Unfortunately, you didn't provide a phone number when setting up your account so DPD were unable to call you. We have now contacted you so we can add this information to your account and order. Best Regards - ET Team

Posted 2 years ago

“Shocking delivery unfortunately…informed delivery slot (1 hour) in morning. Remained indoors to receive. 20 mins into slot received text saying “as no-one in item being redirected a collection venue, which is a 30 min bus trip! Had ordered delivery as unwell and travel difficult. Tried to contact using tracking info but calls were cut off and no support available. Delivery company clearly lied …this service had been pre-arranged and paid for…hope ET change couriers to avoid losing customers”

Helpful Report

Posted 2 years ago

Hello, thanks for taking the time to leave us a review. We're very sorry to hear the delivery driver didn't knock at your address and that you had trouble contacting DPD. We'll be looking into this further. To apologise we have credited your e-wallet with £4.99 which is the cost of the postage. You can use this credit on your next order. If you require any further information or assistance please don't hesitate to contact our team on the Help Desk. Best Regards - ET Team

Posted 2 years ago

“Dispointed my parcel hasn't came Tday been couple of days, I've never waited this long 😕”

Helpful Report

Posted 2 years ago

Hi Sue, 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 only placed yesterday (7th of July) using Free Royal Mail Standard post. This service isn't a guaranteed next-day service and can sometimes take a few working days. Rest assured your order will be with you very soon. Best Regards - ET Team

Posted 2 years ago

“use every month and last month you put up prices so high will not use any more ,and sure you lose a lot of people”

Helpful Report

Posted 2 years ago

Hi Cheryl, thanks for taking the time to leave us a review. We understand your disappointment, due to the high increase in supplier costs, we have had to take the unfortunate decision to adjust the pricing of 10 Motives products. This is not a course of action we wanted to take and we apologise for any inconvenience caused. Best Regards - ET Team

Posted 2 years ago

“I used to use this company alot because of there fast delivery service however my last order took a week to arrive. So I will be shopping around in future.”

Helpful Report

Posted 2 years ago

Hi Kelly, thanks for taking the time to leave us a review. We're sorry to hear your order took longer to arrive than expected. I can see the postage selected was free Royal Mail Standard post. This delivery isn't a guaranteed next day service however the majority of our orders arrive the next working day. Once we hand over orders to Royal Mail, we cannot control the speed they are delivered. If you would like your order guaranteed delivery the next day we would recommend using DPD Next Day post for an additional £4.99. Best Regards - ET Team

Posted 2 years ago

“I ordered bubblegum salt vape juice when arrived all seemed good, until I opened the box to find that the juice inside was blackberry crumble. This it the 2nd time its happened, I have tried to contact but had no reply 😕 now havw to order else where 😑”

Helpful Report

Posted 3 years ago

Hi Alfie, thanks for taking the time to leave us a review. We're sorry to hear you encountered this problem again. I've checked our system and we do not appear to have received an email from you since we replaced an item for you one month ago. One of our customer service team has now messaged you and will arrange a replacement as soon as possible. Best Regards - ET Team

Posted 3 years ago

“Every order, at least 50% of vape liquids has had faulty caps”

Helpful Report

Posted 4 years ago

Hi Christine, thank you for taking the time to leave us a review. I am sorry to hear that you have experienced this problem with your e-liquid bottles. I can confirm our customer service agent Scott has replied to your email and is awaiting your reply. Once we have received a reply we can look further into resolving this for you - Sam - ET Team

Posted 4 years ago

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