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

“I have messaged 4 times about order not complete not one reply why doesn't anyone reply to you”

Helpful Report

Posted 1 week ago

Hi Malcolm, Thank you for taking the time to leave a review. I am very sorry to hear this has happened. I have spoken with our Customer Support Team and when checking their systems they have confirmed that we have not received any contact from you since your last ticket over a year ago. Please ensure that you are submitting a ticket through our help desk (https://help.electrictobacconist.co.uk/support/tickets/new) or by emailing us at help@electrictobacconist.co.uk. With this said, I have asked our Customer Support Team to contact you so please be on the lookout for their email. Best Regards, Steph - ET Team

Posted 1 week ago

“I would say 50% of the product I last ordered were not satisfactory as after fully charged it wasn't correct”

Helpful Report

Posted 2 weeks ago

“Having bought the Hoxton starter kit, I was happy with it, I then realised that the charge isn’t good at all. It doesn’t last an hour before needs recharging. This is not good for when you want to be out for the day. It’s ok if at home and can constantly recharge, but don’t bother if wanting to take out with you.”

Helpful Report

Posted 3 weeks ago

“Very disappointed that I am left with over 200 Heets and that you failed to inform me that the Iqos was to be discontinued. Otherwise the service you provide is excellent.”

Helpful Report

Posted 2 months ago

Hi Anne, thank you for your review. I can see that our team has already responded to your original query via email. As mentioned, IQOS discontinued the Duo 3 kit over 18 months ago. However, they continue to produce HEETS for customers using bladed heating devices, including the IQOS Duo 3. Please note that HEETS are not compatible with the ILUMA or ILUMA ONE kits. We cannot locate any record of an order for 200 packs of HEETS in our system, which suggests these may have been acquired from another retailer. We’d recommend getting in touch with them or if you have a second account please get back in touch with us and we can look into this further. Best Regards - ET Team

Posted 2 months ago

“Love this company! Easy to order and delivery is super quick, and they always save me money! Thank you ET x”

Helpful Report

Posted 5 months ago

“Very good service, wish there was more help with products. For instance I constantly have to buy new tanks as after a while they get hot, leak etc”

Helpful Report

Posted 7 months ago

Hi Jason, thanks for taking the time to leave us a review. We're sorry to hear you've had some issues with your tank. I've checked our system and unfortunately, we haven't heard from you before regarding any tank problems. Our team are always available to help with any issues you are encountering via the Help Desk. We have contacted you now via email to offer further assistance. Best Regards - ET Team

Posted 7 months ago

“Products were delivered . Delivery company sent to completely wrong address. Went to number 100. I am number 68, luckily they knocked at my door with parcel.”

Helpful Report

Posted 1 year ago

Hi Julie, thanks for taking the time to leave us a review. We're sorry Royal Mail delivered your order to the incorrect address. I can confirm your order was dispatched to the address provided and once orders leave our warehouse it is handled by our delivery partner. However, we're pleased to hear you received your order and we'll pass on this feedback. Best Regards - ET Team

Posted 1 year ago

“The website is user friendly and easy to navigate Products varied and fairly priced Customer service quick and polite BUT !! Why use Royal Mail ? Totally let’s the whole thing down with clunky slow overpriced service The tracked 24 is a con please use a better delivery service or give an option to choose alternatives”

Helpful Report

Posted 1 year ago

Hello, thanks for taking the time to leave us a review. We're pleased to hear you were happy with our service. We currently offer Royal Mail 24 tracked or alternatively DPD Next Day/Weekend delivery for an additional fee. I've checked your tracking and can see your order arrived within two working days. Royal Mail aims to deliver these parcels the next working day but it's not a guaranteed next-day service. We'd recommended using the DPD delivery if you require your items the next day. I hope this helps - Best Regards - ET Team

Posted 1 year ago

“Placed an order for the iQos unit and 2 packets sheets, received just the unit. When emailed support was told they were sending out the missing packets of tobacco sticks, still nothing. Great product though, the charge doesn’t last long and have to plug in throughout the day. Wish they’ve improved the charger battery life”

Helpful Report

Posted 1 year ago

Hi Alex, thanks for taking the time to leave us a review. We're sorry you didn't receive your free packs of Heets. Unfortunately, you didn't add two packs to your basket before checking out. These must be added to your basket to redeem the offer. Our team responded to your email and awaits your response to confirm which flavour Heets you would like us to send. Please get back in touch and we can arrange for these to be dispatched. Best Regards - ET Team

Posted 1 year ago

“Normally excellent however packing of last order was extremely poor with 39 packs tipped into an envelope”

Helpful Report

Posted 1 year ago

“I have no words ! Just a pleasure!”

Helpful Report

Posted 1 year ago

“I brought a vape and there was a leak so I emailed them explaining the situation and they replied really really quickly and took me through the steps that was needed and then they sent me a replacement tank because it was faulty! There customer service is brilliant! The tank arrived the next day!”

Helpful Report

Posted 1 year ago

“Delivery took over a week and was not contacted to be informed of this. Usually good comes within two days.”

Helpful Report

Posted 1 year ago

Hi Ellie, thanks for taking the time to leave us a review. We're sorry to hear that your order took longer to arrive than usual. Unfortunately, once an order leaves our warehouse we have no control over the speed of delivery and are not notified of the delivery progress of each order. The majority of free Royal Mail Standard post orders arrive the next working day but in some rare cases, it can take up to 7 working days. I can see your order arrived within this time frame and we thank you for your understanding. Best Regards - ET Team

Posted 1 year ago

“I've been a customer for ages can't fault them when ordering The only thing I want to complain about is the customer service Bought a new vape can't get the top of to fill I asked for an exchange Wouldn't give me one as they said it works me and my granddaughter Tried getting it of and nope wouldn't come of so there sending it back to Me just to sit in the cubbard will not be ordering from them again”

Helpful Report

Posted 2 years ago

Hi Linda, thanks for taking the time to leave us a review. We’re sorry to hear you feel this way and we appreciate your feedback. I can confirm our team provided you with guidance and a video guide on how to remove the top cap from the device. As you mentioned you were unable to do this and believed it was faulty, we provided our Freepost returns information so we could test the kit. Our team tested the kit and confirmed the device wasn’t faulty and the top cap was removed as normal. Because no fault could be found, the kit was then returned back to you. We've credited your e-wallet as a gesture of goodwill for the inconvenience Best Regards - ET Team

Posted 2 years ago

“Placed an order for a starter kit and was happy with it. Ordered some new pods and they’re Juul and not Juul 2. I’ve opened them now and they’re completely useless to me.”

Helpful Report

Posted 2 years ago

Hi Angela, thanks for taking the time to leave us a review and we're sorry to hear this. I've checked your order and can confirm you received the correct product. Unfortunately, you ordered JUUL pods for the first kit by mistake instead of JUUL 2 pods. I can see you have just purchased the first JUUL kit and you'll be able to use these pods with this device. If you require any assistance or have any further questions please don't hesitate to contact us via the Help Desk. Best Regards - ET Team

Posted 2 years ago

“Products are great! Delivery it’s quite good. Only one thing to mention would you please start manufacturing the golden tobacco vuse epod cartridges in lower milligrams, only available in 12 and 18mg, when it’s available as such in many other flavours, why not the golden tobacco makes no sense. I only use golden tobacco and looking to reduce. Have a look into it pls 🙂”

Helpful Report

Posted 2 years ago

Hi Sonia, thanks for taking the time to leave us a review. We are not the retailer Vuse ourselves however we're happy to pass this feedback on to them. Have a great day! Best Regards - ET Team

Posted 2 years ago

“I like electric tobacconists they are so quick to deliver orders. But with the postal strike, they have not made any effort to check if my order from 9th December has been delivered, which it has not.”

Helpful Report

Posted 2 years ago

Hi Denise, 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. As we process thousands of orders daily, we are unable to monitor each order's tracking. However one of our team has now contacted you via email to resolve this for you. Best Regards - ET Team

Posted 2 years ago

“Still not received my order. Royal Mail strikes I assume are to blame?”

Helpful Report

Posted 2 years ago

Hello, thanks for taking the time to leave us a review. We've checked your tracking and your order was delivered on the 10th of December. We recommend checking with any other household members in case they took the order in for you. We have provided further tracking information via email. Best Regards - ET Team

Posted 2 years ago

“I had 6 elux last week but two of the didn’t work. When I opened the packet they felt wet”

Helpful Report

Posted 2 years ago

Hi Sarah, thanks for taking the time to leave us a review. We're sorry to hear you had two faulty ELUX Legend Mini disposables in your last order. We have now credited your e-wallet with the cost of the two disposables and you can use this credit on your next order. Best Regards - ET Team

Posted 2 years ago

“Hard to review this time due to royal mail strikes, order not yet delivered”

Helpful Report

Posted 2 years ago

Hi Peter, thanks for taking the time to leave us a review. We're sorry to hear this. I've checked your tracking and can see your order was delivered the day after you purchased it (3rd of December). Please check with any other members of your household in case they took the parcel in for you. We've emailed you with further tracking information. Best Regards - ET Team

Posted 2 years ago

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