Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/31/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. It is a shame I had to go to such lengths to get my money back for products never received. I have reviewed my bank statement and can confirm they did, after months of complaints, refund my money. I hope no one else orders from this company, they are scammers. They will take your money and then use a shady delivery service you cannot even properly track to send your package and when it inevitably does not arrive, they will deny all responsibility. I should not have to go through a third party to get decent customer support. If your business cannot handle online purchasing, you should not be in this line of business. This was a horrifying experience which has caused me months of anxiety and I hope ********** Tobacconist never is able to do this to another customer again.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/02/2023

  A refund has been issued for both the original order and the re-order 

• Initial Complaint

  Date:05/12/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 20052814
  
  I am rejecting this response because:  40 days is too long.  You are a business that sells nicotine products and to expect customers to wait this long to me is reprehensible.  Also, I don't trust that you will refund me Promptly.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/16/2023

  Hi ********,

  Sorry this order has not yet arrived. Under our 40 Day Package Protection Scheme you will be eligible for a refund on the 24th May. Please reach out to our customer care team ****************************** so they can create a help ticket for you so we can work with you onresolving this sooner if possible.

  Thanks

  *****

  ET Customer Care

• Initial Complaint

  Date:04/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 19891250
  
  I am rejecting this response because: I looked up the tracking number you provided and said it does not exsist. If you are a real company I will wait the aloted time even if The tracking number does not exsist. I moved from the adress  and cannot be present. This is why im asking for a refund. And noone but me can sign for this. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/04/2023

  Hi *****,

  Your tracking number is here: **********************************************************

  The reason you could not put in a ticket was because it was too early for us to be able to update you on your order. It expected to be delivered around the 12th - 18th April.

  The shipping address you gave ** was:

  ***********************************
  162
  **********
  **
  ***
  45342-5344

   

  Kind regards,

  Louis

  ET Customer Care

• Initial Complaint

  Date:01/12/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Products ordered on 12/19 (ETUSA2784015) - they arrived at the Final Mile Carrier on 12/29 and have not moved in the last 15+ days. I am unable to get any tracking information or status update as to when these products will be delivered. Best answer(?) is if I don't have them by 1/19 to contact them. We are leaving on a ********* cruise 1/18 and will no longer be able to accept this order (if it ever gets here). Had I know this was going to take this long - i would NOT have ordered. I have asked numerous times to cancel the order and obtain a refund. Electric Tobacconist is refusing. Please just make this horrible experience go away! Refund my $44.54 please.

  Business Response

  Date: 01/13/2023

  Hi ****,

  This purchase has already been refunded. You should see this back in your account at this time.

  A brief recap as to why such delays exist as well as the reasoning behind why we require an extended amount of time before considering a package lost:

  Because of the **** Act, we are no longer able to ship with ***** ****** DHL, and all other major shipping companies have decided to make similar decisions surrounding the ban of shipping nicotine products. As such, we are now reliant on private carriers that make compliant deliveries. The only provider available in your region at this time is Standard Regional Carrier. We ask that you please check out our Shipping FAQ page for more information.
  
  Since they don't have the same infrastructure as the ************** your package may take unusual routes as it is passed through a network of carriers rather than directly to a local distribution center. We have also seen slightly longer transit times as well as occasional delays in tracking updates. Please note, your tracking information will not provide consistent updates until it reaches the final mile carrier (for local delivery). This occasionally takes up to a week.

  We are asking customers to wait 40 days until we re-ship or refund the order. This is not a delivery estimate, but rather the maximum amount of time our policy dictates before a reshipment or refund. We appreciate the inconvenience that this causes; however, it takes this long for us to be sure that the package has been lost or is indeed being returned to us. Even after we have provided a re-shipment, you can expect that the original package will arrive. 
  
  
  Electric Tobacconist commits to all customers that you will receive your package or a refund. For absolute clarity, please visit our Terms and Conditions that explain all shipping policies: ********************************************************

• Initial Complaint

  Date:12/27/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, My name is ***********************. I placed an order with the Electronic Tobacconist on Nov 13th 2022 for a total of $150.27. The estimated delivery date was 2 Dec 2022. It is now Dec 27th 2022 and I never received delivery of my order. According to the tracking page, they say it was delivered and signed for on Nov 26th 2022. However, I never received nor signed for any delivery. The order # is ETUSA2777094. The tracking # is 2115595/4127201. I reached out to The Electronic Tobacconist via email according to the website about this issue. They replied back via email that they checked with the carrier and that they have proof of delivery with a signature by Ds. I have no idea who Ds is. It is not me nor my signature. I replied back via email that I don't know who Ds is; and that I never received delivery, despite what the tracking page says. They have not responded back to my email. I have been a customer of the Electronic ********************** for several years; and have not had an issue till now. I'm not sure what else to do, so I'm making this complaint. I would like to have my hard earned money refunded since I never received delivery of the products I paid them for. I did reorder the same purchase again on Nov 28th 2022. Order # ETUSA2779868. Tracking # *******/4131503. I paid $146.28 and the estimated delivery date was 15 Dec 2022. I haven't received delivery of that order either. According to their website you have to wait 30 days from order date to make a claim. I would like to receive a full refund for that order as well, since it has never been delivered. According to the tracking page for that order, it is at the fulfillment center being processed. The last update was on Tues Dec 6th. It is now Tues Dec 27th. All I want is to get the products I paid for. If not, then I would like to get refunded my money back. Thank you.Sincerely, ***********************

  Business Response

  Date: 12/28/2022

  Hi *******,

  We are very sorry to hear that your items did not reach you. We have processed your refund and you should see this back in your account within 3-5 business days.

  Please let us know if we are able to provide any additional assistance at this time.

• Initial Complaint

  Date:12/21/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 18623737
  
  I am rejecting this response because: There was no miscommunication between Electronic Tobacconist and myself. I was clear in my correspondence and perpetually available to sign and receive my order. Without any notification the refund appeared in my account. I would advise everyone to avoid this company. 
  
  Sincerely,
  
  ******************************ly to have the ******* stated that the product was delivered and signed for. Im left with no product, lost money, no contact response and *** stayed home or very close to home for one week! Dealing with this company has been bad, in the past but this experience is completely unacceptable. After this resolves, I will never use or recommend Electric Tobacconist again.

  Business Response

  Date: 12/28/2022

  Hi ******,

  We are very sorry to hear that you have not received your purchase and that there was miscommunication between you and our team. We have refunded you for this order and you should see this back in your account within 3-5 business days.

  Please let us know if we are able to answer any additional questions or concerns that *** arise.

• Initial Complaint

  Date:11/01/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with Electric Tobacconist on Sept 20, 2022 totaling $110.99, which I paid by debit card. I rec'd an immediate acknowledgement, and the money was debited from my account on Sept 22, 2022. I rec'd "tracking information" which was useless, on Sept 28, 2022, with no expected delivery date. Unfortunately, I had to be away from home Oct 4-6, and sure enough, that's when delivery was attempted. According to notices left on my door, after 2 missed deliveries, the package is returned to sender. I contacted Electric Tobacconist on Oct 6 to let them know that I had missed the delivery and the package was being returned. I requested a refund at that time, and rec'd an automated message back indicating that they would get back to me. I reached out again on Oct 18, since I had heard nothing back. I got a response indicating that they had no information that the items had been returned (Not my problem)but was told "On the 25th, if you do not have this in your possession, please confirm if you would prefer a reship or refund by responding to this email that you understand and accept the terms of the ** Shipping Guarantee, along with the wording "I agree to the terms of the ** shipping guarantee". We will then be able to process your refund/re-shipment."I provided information that delivery had been attempted to prove that the shipment had been returned. On the 19th, I rec'd an email indicating that they were reaching out to the shipper for further information. On Oct 26th, after hearing nothing further from the company, I again reached out an indicated that I would like a refund. I rec'd an automated email that directed me to send an email back with specific wording, agreeing to a "shipping guarantee", (which I cannot find on the website) in order to receive my refund. It is now November 1st, and they are telling me that the only way I can ************* is to send an email with specific language agreeing to this shipping guarantee. I want my refund.

  Business Response

  Date: 11/08/2022

  Hi ********,

  I would be more than happy to provide further clarification in this situation. It looks as though you did reach out to us stating that your package had been returned - we had no information from our carrier indicating this, so our team responded with asking you to provide further information as to how you came about this knowledge while we conferred with representatives on our end.

  In response 3 from you, you stated that you had "immediately sent an email to the email address which appeared on the "attempt to deliver" notices, ******************************************* (Oct 19 9:09 AM), so we asked you to provide these details. You followed up by saying "I don't believe that I said I had an email back from the transportation company" (Oct 19 11:48 AM), so this line of investigation was lost.

  On the 26th we asked if you would prefer a reshipment or a refund for your purchase, and if you wanted such action taken, to agree to our Shipping Guarantee (Oct 26 11:49 AM). You responded on Nov 1 by copying and pasting the ** Shipping Guarantee along with the following language: "I DO NOT FEEL THAT I NEED TO AGREE TO ANYTHING FURTHER SINCE IT HAS NOW BEEN WAY MORE THAN 40 DAYS! I WILL NOT INCLUDE ANY ANY WORDING NOR WILL I "AGREE" TO ANYTHING ELSE." (Nov 1 10:53 AM) We sent a followup email at 10:57 the same day asking you if you are indeed confirming the ** Guarantee since the aforementioned verbiage was confusing. You then said that you were not agreeing as you did not see where this ** Guarantee was mentioned (Nov 1 11:51 AM). We reiterated the Shipping Guarantee and asked again for you to agree so that we are able to refund you. You then said that the products should have been returned to us and that you didn't see a need to agree to the Shipping Guarantee - you asked if we had received your products back at our facility. We responded that we had not and asked you to agree to the Shipping Guarantee once more so that we were able to refund you. Without response, this ticket was set to waiting on customer.

  Attached you can find the entirety of this conversation.

  You have been refunded for this purchase. You should see this back in your account within 3-5 business days.

  -*****, Customer Care

• Initial Complaint

  Date:09/20/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 18049560
  
  I am rejecting this response because: the only acceptable response is that a new replacement unit is sent to at absolutely no further cost to me as the direct  and immediate result of this acknowledgement. I expect it to be shipped ups.
  
  Sincerely,
  
  ************************* ing read electric tobacconists responses to other complaints, I'm sure that they will provide a solicitous rationalization of why they cannot replace the unit at no cost to me.

  Business Response

  Date: 09/20/2022

  Hi *****,

  I am very sorry to hear that you have had an unsatisfactory returns process and I would be more than happy to provide clarification in this situation.

  The interaction we had regarding your faulty inquiry was industry standard. The information is reported to the manufacturer to help ensure that the same issues do not occur in the future. I have attached the entirety of this email conversation to this response for review.

  The cost of the faulty device you reference is $10.99 without taxes; the taxes applicable in your region bring this price up to $15.73. The credit issued to your account was $20.73 as previously stated: we provided an additional $5 to assist with shipping costs; however, per our policy, we do not cover the cost of shipping replacement item(s) to our customers. In sum, the cost of the device as well as the taxes applied therein are covered, plus an additional $5. You can read more about our standards of business at the following link: https://www.electrictobacconist.com/terms-conditions-i7

  If you would not like to have this item replaced, we would be happy to issue a refund for the cost of the device plus the taxes applied ($15.73). Please let us know how you would like to proceed and we can take action upon your request.

  -*****, Customer Success Manager

  Business Response

  Date: 10/13/2022

  Hi *****,

  Unfortunately, in accordance with our internal policy, I am unable to reship this device to you; however, I have provided a full refund for the item. You should see this back in your account within 3-5 business days.

  Please let us know if we are able to answer any additional questions or concerns.

  Customer Answer

  Date: 10/20/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  7-12-22 I searched online for a vapor shop that sold a certain brand of vapor juice. I found Electric Tobacconist and purchased the juice at a fair price but the shipping was $18. The product wasnt that much so I paid more for shipping. They said Id get a tracking number as soon as it shipped. A week later I emailed them why my product wasnt shipping they assured me it did but I never received a tracking number. ***** later it still never arrived. I emailed them again and they said I had to wait 40 days before they can do anything! That was 8-22-22! Now they still havent refunded my money even after several emails asking for a refund. I dont believe they ever shipped my order in the first place since I never received a tracking on my order. I just want a refund and be done with this company!Thank you *****************************

  Business Response

  Date: 08/31/2022

  Hi ******,

  Because of the **** Act, we are no longer able to ship with ***** ****** DHL, and all other major shipping companies have decided to make similar decisions surrounding the ban of shipping nicotine products. As such, we are now reliant on private carriers that make compliant deliveries. The only provider available in your region at this time is Standard Regional Carrier. We ask that you please check out our Shipping FAQ page for more information: https://www.electrictobacconist.com/shipping-tracking-i287

  Since your order is being brought to you using an independent shipper, these smaller private carriers do not have the same infrastructure that the major national carriers do. This sometimes leads to longer delivery times and less frequent updates to the tracking.

  We currently estimate ***** business days for delivery. That being said, we have seen some instances where shipping will exceed this and do not guarantee delivery within our estimated timeframe. If it has been more than 40 days from when you placed this order and you have not yet received the package, we would be happy to reship or refund the order at that time. We understand that this seems like a long time to wait, however it takes this long for us to ensure a package is indeed lost, or is being returned to us.

  That all being said, we understand that this has been a frustrating experience and we appreciate your continued understanding. It looks as though this order was refunded on the 28th of August and you should now see this in your account.

  Please let us know if we can provide any additional assistance at this time.