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:07/10/2025

  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.

  On 6/11/25, I order $125.29 in products from Electric Tobacconist(ET). I still havent received them. I had difficulty getting the tracking number but finally found it. It said that they (WanHub) tried to deliver it but there was no attempts when I checked my home security cameras on the dates and times listed. I am requesting a full refund or replacement. I told ET that there were no attempts and they want a copy of my footage which I am not going to provide for security reasons. They want to charge me a $20 restocking fee when they never even made any attempts to deliver it despite what they might try to claim. I would like a full refund or replacement. I will not be ordering from them again.

  Business Response

  Date: 07/11/2025

  Hi
  The customer agreed to our terms and received a full refund 10 days ago. Please see the attached screenshot of our conversation for confirmation.
  Therefore, this issue has been resolved, and the customer has been fully reimbursed.
  Best Regards,ET Team.

• Initial Complaint

  Date:07/07/2025

  Type:Sales and Advertising 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.

  I placed an order with this company on May 19, 2025. No matter my requests ( 6 separate dates) as to the location of my items I had paid $ ***** for, I am yet to get an update on its shipping. I have also requested, and insisted to a refund, as this has become unacceptable. There appears to be a case#****** on the responses. There was a tracking #WHC8A72239B7A given for shipping. This was void due to it was actually never given to the shipping company, know as WanHub System. This company did not receive the items.

  Business Response

  Date: 07/08/2025

  Hi, 

  Upon review of this case, we confirm contact with the customer initiated over the past month regarding their order. We have been actively investigating the situation with our delivery partner.
  
  On July 3rd, we offered the customer store credit equivalent to the value of their order, applicable to a future purchase. We have not received any subsequent correspondence from the customer following this offer.
  Our delivery partner has since confirmed that the parcel is in transit back to our offices. Consequently, a full refund has been issued to the original payment method. These funds are expected to reflect in the customer's account within 7 business days.
  
  We regret any inconvenience and delay experienced by the customer.

  Best Regards, 
  ET Team

  Customer Answer

  Date: 07/08/2025

   
  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:06/26/2025

  Type:Delivery 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.

  I bought $170.22 worth of tobacco products from this company on May 26th. I have never received the products. I reached out to the company for the first time on 6/5 asking when I could expect my products after over a week without an update to the shipping status. Electric tobacconist does not provide ANY tracking information whatsoever. Not the vender they use nor do they provide any update on the status of orders - they say this is all due to the use of Standard Regional Carriers. Without information on the delivery vender, I am unable to contact that service for updates or even see the progress of shipping. After several more emails, I still have not received any tobacco products from them. On June 17th I asked for an update. They stated at that time that they would contact the delivery service for an update. On 6/18 the shipment status suddenly updated to out for delivery - no location information provided. On 6/20 my order was marked as delivered and signed for by me. I never received nor signed for this package and can't access the delivery vender to request information due to ET's lack of transparency. I emailed ET on 6/22 stating I never signed for the package and never received it and requested a refund. On 6/23 they asked me to verify the signature, which I confirmed was NOT my signature, and said they would only give me a credit to purchase more products from them. With further emails, ET has stated that since the package was "signed for" I am only eligible for store credit and not a refund. I do NOT want to purchase more products from them as they have been dishonest and placed blame on me for a signature I did not provide. This process has already been well over any delivery estimate they provided and any other "makeup" purchase from ET would likely have a similar result, and are refusing to make it right with a proper refund. I want a full refund of what I purchased on 5/26, $170.22. Thank you.

  Business Response

  Date: 06/27/2025

  Hi, 

  As per our Terms & Conditions (*****************************************************), we cannot be held accountable for claims for orders that have been marked as delivered. This is agreed to at the time of creating the account/placing an order. This is why our **************** Team offered store credit for use on a new order. 
  With this said, I have spoken with our Payment Team and a refund for the customer's order will be issued today and should relfect in their account within 7 business days. 

  Best Regards, 
  ET Team

  Customer Answer

  Date: 07/03/2025

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

• Initial Complaint

  Date:06/10/2025

  Type:Delivery 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.

  I cannot contact Electric Tobacconist to have my problem resolved and I have tried for 3-days. I cannot get the ocompany to complete the order for its product nor request a refund.

  Business Response

  Date: 06/13/2025

  Hi, 

  We are sorry to hear the customer has not received either order. A member of our customer support team has reached out to the customer (via email) to provide assistance on the matter. 

  Best Regards, 
  ET Team

  Customer Answer

  Date: 06/13/2025

   
  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,
  
  ****** Dock

• Initial Complaint

  Date:05/22/2025

  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.

  I purchased $184.62 worth of tobacco products from this company on April 8th. I have never received the products. I reached out to the company for the first time on 5/1 asking when I could expect my products. This company does not provide ANY tracking information at all. Not the vender they use nor do they provide any update on the status of orders. They stated at that time that they would contact the delivery vender they use. After several more emails, I still have not received any tobacco products from them. ET said their deliver service has not responded to their requests for an update. I find that highly unlikely as I have been in contact with the delivery vender on 5/9, 5/11 and 5/12 and they stated they never received a shipment from ET. During the emails back and forth with ET they also stated they would refund my money if I didnt get my shipment by 5/8. On 5/8 I contacted them and then sated I had to wait until 5/19. On 5/19 I contacted them and said they would only give me a credit to purchase more products from them. I do NOT want to purchase more products from them as they have lied and placed blame on everyone one else but where it belonged. I want a full refund of what I purchased on 4/8. $184.62

  Business Response

  Date: 05/28/2025

  Hi, 

  A refund for the order in question was provided to the customer on 5/22/2025.

  Thank you and we apologize for the inconvenience caused. 

• Initial Complaint

  Date:10/07/2024

  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.

  Did not deliver product but charged credit card

  Business Response

  Date: 10/18/2024

  We are sorry to hear that the customer has not received their order. As multiple orders have been placed using the included email address, we require the order number they are referring to. Once this has been provided, we can investigate the matter further. The customer can respond to this or they can contact our customer support team here - *********************************************************

• Initial Complaint

  Date:07/29/2024

  Type:Delivery 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.

  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

  Date: 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 Answer

  Date: 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

  Date:07/25/2024

  Type:Service or Repair 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.

  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

  Date: 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 Answer

  Date: 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

  Date:07/19/2024

  Type:Sales and Advertising 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 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

  Date: 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 Answer

  Date: 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

  Date:07/06/2024

  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.

  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

  Date: 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 Answer

  Date: 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,
  
  *************************