ComplaintsforThe Electric Tobacconist, LLC

• Initial Complaint

  07/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Very concerned about the direction of this company and their shipper WANHub. I placed an order on June 14, 2024. It shipped immediately, but the shipping stopped updating on June 21. When I inquired as to what was going on, I was repeatedly told that their shipper was not responding to their inquiries but that I would have to wait 40 days before it would be reshipped. It's been more than 40 days and there's been no change. I've contacted them again and they are now asking, before a credit can be applied for the order I didn't receive, that I agree to terms indicating I'll repay them if their shipper DOES ever find the item. In other words, I've paid once already and got nothing, but if their shipper happens to find my package in the back of a truck, I'll have to pay twice. This seems backwards and potentially predatory.

  

  Business response

  07/30/2024

  We sincerely apologize for any confusion caused by our request for you to agree to our terms. This precautionary measure ensures accurate billing in the event that your original order arrives after you've received the replacement.
  Should you choose not to keep the duplicate order, our returns process makes it simple to send it back. You'll only be charged for the items you decide to keep.
  Of course, you're more than welcome to keep both orders. In that case, the second set of items will be charged at the standard price

  Customer response

  07/30/2024

   
  Better Business Bureau:
  
  I'm not thrilled to see that in the event of a service failure on the part of this business, there are terms and conditions for having it rectified -- it sounds as if the company would be perfectly happy to keep my money if I don't agree to their demands, which feels hostile. I'll accept this very tentatively because there's at least an alternative provided, but I'm not happy with the performance of either Electric Tobacconist or Wanhub during this process. 
  

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order in April, the delivery carrier they used sent the order back to them for who knows why since I gave them detailed instructions over the phone when to deliver. My guess is just too lazy. But Electric Tobacconist tried to give me a store credit. I reached out to them to refund the charge to my credit card. They took $20 from the original payment made. I told them I needed a full refund and they tell me that it's a restock fee. They failed and I have to pay for THEIR failure. This company seems to try to scam many people so I know I'm not the only one as I have recently discovered.

  

  Business response

  07/31/2024

  I have reviewed the ticket and after speaking with our customer support team, I can see that the restocking fee has been waived on this occasion and a full refund provided. 

  Customer response

  07/31/2024

   
  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

  07/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered a product from this business, in ******** apparently. I received an email only with confirmation of my order with shipping information. Three (3) weeks went by but no delivery and no way to contact them. When you try to find out any information on your order a notification comes up after you select from a menu but you are informed that if you've not received the order and, suspect that it is lost, it replies that you must wait at least ***** days for anyone to assist you. I went on to ******** and found that this 'alleged' business had a ******** page. Countless others on this page were verifying and complaining of this same situation where NO ONE received their order. This 'business' needs to be investigated and shut down on line.

  

  Business response

  07/23/2024

  We're very sorry to hear that your order has not arrived. When tracking your order, we can see that it's last status was marked as "Shipped to carrier" This means that you order is on its way to your local final mile carrier. As I'm sure you are aware, the **** ACT restricts us from using popular shipping companies (such as ********** DHL, etc) and we are now reliant on local carriers to deliver orders compliantly. Due to this, the lead time from dispatch to delivery is unfortunately longer than we like and we are working closely with our delivery partner to streamline/improve this processes. For your records, you can track your order here - ************************************************
  
  Due to the long wait time, we do have to allow up to 40 days (from order shipped date)  for your parcel to arrive. However, should the order not arrive after the 40 days have passed, we are on hand to provide either store credit or a refund.  This is part of our shipping guarantee which can be found here - *******************************************************
  
  With regards to contacting us, this can be done via our website (*********************************************************) or by responding to your order confirmation/dispatch emails. Both avenues feed directly to our ************* Team where we aim to respond to your query/issue within 48 hours. For now, I will have a member of our ************* Team reach out to you so you have a direct line to our help team - They will also be contacting our delivery partner to gain further information on the status and whereabouts of your order. 

  Customer response

  07/24/2024

   
  Complaint: 22014961
  
  I am rejecting this response because:
  The business should have provided the information on their website regarding PACT Laws and delays in shipping; a banner or a immediate message should be provided to the customer once the order is placed and the customer is notified as such (to be aware/shipping delays).  No information to the customer up front is like false advertising and leads to bad business and customer's dissatisfaction.  In addition, this business' ******** page reveals countless other customer's who were still waiting for their deliveries-- from one and two years ago.  I still think that the on line web site and business should be evaluated and investigated.  I would like to get a refund, please.  Thank you.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered from this company and got a confirmation email on June 25th saying my order was shipped. I received no tracking number! I have yet to receive my items or tracking number! Its been 13 days. You can't even contact the company! The payment went through my bank so I want FULL REFUND

  

  Business response

  07/07/2024

  We understand your frustration about your order not arriving yet and apologize for any inconvenience. We want to assure you that your order was shipped on June 26th, 2024 and is actively en route.
  
  You can track your package's progress here: ********************************************************* - As of July 1st, your package was scanned at the final carrier's main depot. Please note that it can take up to 10 days for delivery from that point.
  
  Due to recent changes in shipping regulations (the **** Act), we've had to transition to private carriers specializing in compliant delivery of nicotine products. While this might cause slight delays compared to what you're used to, rest assured your order is protected.
  
  Our ET 40 Day Package Protection guarantee has you covered. If your order doesn't arrive by September 5th, we'll happily offer a credit or refund. You can find more details about this guarantee here: *******************************************************
  
  As outlined in our Terms and Conditions (section 6, "Delayed Orders"), we must allow ************************************************************************************************ this matter.
  
  We appreciate your patience during this transition and will continue to keep you updated. Should your order not arrive by September 5th, please email ******************************** and we'll promptly resolve the issue.
  

  Customer response

  07/07/2024

   
  Complaint: 21950216
  
  I am rejecting this response because: the tracking number does not work! Having to wait until September is too long since I paid in June! Where is this being shipped from??  I want a full refund 
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered product, received confirmation, within 24 hours was told order canceled due to system error and I was not charged. CC shows charge for full amount. Refund requested. No response. Bank contacted. Communicating with company ****** complicated and requires use of form but does not allow for back and forth as responses are sent from a no-reply email address requiring multiple form submissions. Site should be taken off line as this seems to be recurring issue based on other BBB complaints.

  

  Business response

  04/21/2024

  We're sorry to hear that the customer has not received their refund. After investigating further, we can see this payment was voided on the same day the order was made - Please see attached voided payment. As we no longer have the funds, we recommend the customer contacts their bank as they will be able to assist/explain further. 
  We have also responded to the customers email/ticket as of yesterday. 
  Should any further assistance be required, please do not hesitate to contact us. 

  Customer response

  04/24/2024

   
  Complaint: 21599372
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer response

  04/25/2024

  I will not accept this as resolved until my funds have been reimbursed in my account. A screen shot supposedly from their system does not make me whole.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 2-2-24 I placed an order from the electric tobacconist. Website says it was dispatched and mailed on two an order from the electric tobacconist. Website says it was dispatched and mailed on 2-5-24 and I have yet to receive my order. There is no tracking telling me where my order is. Theres no contact information at the electronic tobacconist. There is no phone number and the website has a spot to email them yet when I did I get back a message stating that this email account is not monitored. Have no way of knowing where my stuff is when I will get it and no information as to how to contact anybody to find out. The details of my order are as follows.Order # ETUSA2853457 Tracking reference # WH17AJOPOET

  

  Business response

  02/27/2024

  We are sorry to hear the customer has not received their order.
  
  Upon checking the tracking, we can confirm that the order is in transit on its way to the final mile carrier (local carrier to the customer). 
  
  The customer would only have received the "email is not monitored" message if they attempted to respond to a dispatch/confirmation email - This email address is designated as a no-reply address and is not monitored, as it is solely intended for order/account updates and newsletter emails.
  
  With our contact form found on our website, we must allow orders to pass ***** days (from the dispatch date) before the customer can submit a ticket -This is so enough time has passed for the parcel to navigate through the postal system.  If the customer attempted to contact us within this timeframe or did not provide the required information on the form, they would not be able to submit the ticket. 
  
  Our Customer Support Team has reached out to the customer via the email address provided on their account and will continue to update them as to the status and whereabouts of their order. 

  Customer response

  02/29/2024

   
  Complaint: 21347309
  
  I am rejecting this response because: there has been no satisfactory response from the electric tobacconist. First off in their letter to you they say that their mailbox is Monitor in that I just went in wrong. I went in through their website, trying to get a hold of them with no success are use their contact page. went in through their website to try and contact them and thats how I got the response back mailbox not monitored. On top of that on their website in their contact them page they only give you a few topics to choose from in a drop-down menu. So they dont monitor it. I put out a challenge to somebody to try and get a hold of them. The phone number you have on your website is not a good phone number for them. They sent me back a canned message saying sorry youre having problems follow this link for updates. Its the same link , that still shows no status. I have been ordering from these people for two years. And have never been able to track a shipment until the day before it gets here. Ill get a text message saying its coming. Its been 48 hours since they received your letter stating there was a problem  yet they still have not been able to update the website or contact me to let me know where my shipment is. Dont these people follow their shipments? 
  
  Sincerely,
  
  *************************

  

  Business response

  03/13/2024

  We sincerely apologize for the inconvenience the customer experienced with their recent order and the difficulties in reaching out to us. We understand how important it is for our customers to receive timely updates and support, especially when it concerns something as personal as your orders with us.
  Please be assured that we are actively monitoring all communication channels, including our contact page and emails, to provide prompt assistance. We regret that our response did not meet their expectations and that our contact options appeared limited. We are taking steps to improve our customer service experience.
  Regarding the phone number listed on the profile. This is not a customer support contact number, all queries and issues must be resolved via our ticketing system/help desk. 
  We value the customers loyalty over the past two years and are committed to making this right. We are also reviewing our shipment tracking system to prevent similar issues from occurring in the future. 
  
  Our team has tracked the order and there has been no further movement in the tracking, our delivery partner has also been unable to provide further assistance, for this reason, we believe this parcel has been lost in transit. 
  To achieve a quick resolution, we have issued a full refund ($213.00) back to the customer's original payment method and this should be reflected in their account within 7-10 working days. 
  Our apologies again for the inconvenience caused. 
  Warm regards, The Electric Tobacconist Team
  
  

• Initial Complaint

  02/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Electric Tobaconnist *** is a scam! They don't have a real delivery process in place so don't believe the initial email you will receive once your order is placed and they have your money. You will NEVER receive a separate email from CCSHIP, you will NEVER receive your order, and after you wait a month and start inquiring you will receive some bogus, made-up information about their carrier's attempts to deliver that were unsuccessful. On the bogus information they finally sent me, their "carrier" attempted delivery at 7:02 a.m. on a Sunday to a business address. What?! Who, in their right mind, would attempt a delivery at 7:00 a.m. on a Sunday?! Even if I'd used my residential address for delivery, there is no way that I would expect or receive a delivery at that time on a Sunday! Are you kidding me? Another bogus attempt was attempted at 3:55 p.m. on a weekday - I believe it was a Tuesday. Supposedly the carrier could not get into the business office that, by the way, was open until 6:00 p.m. that day, an office that is open to the public, that anyone in the city could walk into freely. Don't order from the bogus business if you value your money. I have already cancelled the card I used to place my order. I don't trust this "company" with the personal information they already have. My order was placed on January 24th and I have received nothing that I've paid for.

  

  Business response

  02/27/2024

  We apologize for the inconvenience caused. 
  
  We have looked into this matter and found several instances where the tracking information provided to the customer was not updated correctly, for which we sincerely apologize.
  Its possible that the tracking email from CCSHIP may have been redirected to the customer's spam/junk folder as this has happened with a small number of customers.
  
  Since there were no updates on the tracking website, we contacted our delivery partner responsible for handing over the parcel to the final mile carrier. They informed us that the parcel was returned due to multiple unsuccessful delivery attempts. You can check the tracking details at Lone Star Overnights website here - ************************************************.
  We have reported this tracking issue to our delivery partner and are taking steps to prevent such incidents in the future.
  
  Its important to note that the address the customer provided did not indicate it was a business address, and we did not receive any additional delivery information from the customer, such as opening times or address type. If we had this information, it would have been shared with our delivery partner to facilitate successful delivery.
  
  We are prepared to issue a refund for this parcel. However, since the customer has canceled their card, processing the refund has become challenging. We have since reached out to the customer with an alternative refund method.

  Customer response

  03/05/2024

  I have received a communication from the business indicating that I will receive a refund. However, I have not received that refund yet.

  Customer response

  03/07/2024

  The business has indicated that they would send a refund check but, to date, I have not received any refund.

  

  Business response

  04/05/2024

  We are sorry to hear that the customer has not received the check.

  After speaking with our Payments Team, we can confirm that the check had been sent out on the 27th of February via **** standard post. 

  As this has not been received and we have no signs that the check has been cashed, we have voided the original check and arranged for a new check to be sent via **** Certified Delivery (Tracking number - ********************). Please note that due to the delivery service, the customer is required to sign for the letter. 

  We hope this is satisfactory and apologize for the inconvenience caused. 

  Customer response

  04/16/2024

  I received the refund check the business sent. This matter is resolved.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On January 22 I Placed an order (No. ETUSA2851735). It has not been received as of February 23, 2024. All attempts to contact The Electric Tobacconist have been unsuccessful. One roadblock after another.

  

  Business response

  02/26/2024

  We are sorry to hear the customer has not received their order, upon checking the tracking, we can confirm that the order is being returned to us due to failed delivery attempts.
  
  With regards to the contact form, we must allow orders to pass 40 days from the date of dispatch before we can mark an order as lost. Due to this, we have in place a revealed text setting that shows if the customers' order is still within this timeframe - If the customer attempted to contact us within these 40 days, or did not provide the required information on the form, they would not able to submit the ticket. 
  
  As the order is being returned to us, we have issued a refund of $69.75 back to the customer's original payment method. This will show in their account within 10 working days. 

  Customer response

  02/27/2024

   
  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.

  I find the explanation of failed delivery attempts incredulous, as deliveries have never been a problem before, either by U.S. *********** or private services.

   Something is awry. I will be looking forward to securing my refund.

  Let it also be known, I have also filed this complaint with the State *********************** of ****************************** and in hopes other consumers be spared 

  the same debacle.

   

  
  Sincerely,
  
  *************************

• Initial Complaint

  02/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  product was not delivered. at no time did i say have someone sign for deliver please ************ to my house like amazon and everyone else does. ***************************************

  

  Business response

  02/20/2024

  Due to the **** Act,  all orders must be shipped with adult signature required upon delivery, this is mentioned throughout our website, information on it can be found here *******************************************************************************. Due to this, parcels cannot be left at customer doorsteps or safe places. 

  We have contacted the customer via email today with the relevant solutions we can offer ( Store Credit for use on a new order, or a refund back to the original payment method). 

• Initial Complaint

  12/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I've placed two orders, one on October 13, 2023 order #ETUSA2837224, second order October 24, 2023 order #ETAUSA2838897. I did not receive either order. I've been informed by the shipper that both orders were returned to sender, Electric Tobacconist because no one was available to sign for the orders. I do not know who the shipper is. My paperwork does not identify the shipper. I can tell you that there were no attempts by this mystery shipper to deliver anything at my location. This I can prove as my residence is under 24 hour camera security. There were no phone calls or notices on my door informing me that anyone attempted to make a delivery. I have attempted to notify Electric Tobacconist, however they do no provide a phone contact. The only method they offer for contacting them is to "Submit A Ticket". I've tried to do this several times and when I get to part where it says "SUBMIT" on the so called ticket nothing happens. This business must surely know that my orders have been sent back to them. They have not contacted me regarding orders for a refund. They've had $294.07 of my money for two months. I'm done with them. I do not want any in store credit offers and I will not pay any restocking fees. This is the worst on line shopping/buying experience I have ever had. I have paperwork to back up everything I have written above. I was unable to use your Upload Method. I couldn't get it to work for me. Perhaps an E-mail and I could send it as a attachment. Just inform me where to send it. I can be reached via hard line phone, ************. Please leave a message if no one answers and I will return your call. Sincerely,**********

  

  Business response

  12/29/2023

  We are sorry to hear the customer has not received their orders, upon checking the tracking, we can confirm that both orders are indeed being returned to us - To confirm, we would not be notified of their return until they are received at our warehouse and processed by our team. 
  
  With regards to the contact form, as we must allow orders to pass ************************************************************************ place a revealed text setting that shows if the customers' order is still within this timeframe - If the customer attempted to contact us within these 40 days, or did not provide the required information on the form, they would not able to submit the ticket. 
  
  As both orders are being returned to us, we have issued 2 refunds totaling $294.07 (1x $120.84 & 1x $173.23) back to the customers' original payment method. This will show in their account within **** working days. 
  

  Customer response

  12/29/2023

   
  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,
  
  ****** Aka *************************

*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. ↩