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:04/19/2024

  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.

  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

  Date: 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 Answer

  Date: 04/24/2024

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

  Customer Answer

  Date: 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

  Date:02/26/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:02/25/2024

  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.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 04/16/2024

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

• Initial Complaint

  Date:02/23/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:02/17/2024

  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.

  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

  Date: 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

  Date:12/22/2023

  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.

  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

  Date: 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 Answer

  Date: 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 *************************

• Initial Complaint

  Date:11/18/2023

  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.

  Order was never delivered. I contacted the help desk to firstly locate my order at the end of July, they informed me that it was lost and they let me know a refund was forthcoming. The refund has never been received.I contacted the help desk again today, demanding my refund be issued immediately, and a response is pending.

  Business Response

  Date: 11/21/2023

  As the order had been marked as lost by our carrier, we were able to offer store credit for use on a future order with us, however, before we could proceed, we required the customer to agree to a set of terms to say that if the original order was to be delivered at a later date, payment would be required. On both occasions, the customer had not responded to either attempt to resolve the situation (as confirmed by the attachments) and as such we could not proceed with a refund or store credit. 

  With regards to the refund, we can confirm that this has now been issued and should appear within the customers account in **** working days. 

• Initial Complaint

  Date:10/08/2023

  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.

  On )une 22 I made a purchase online with the Electric Tabaccoist in the amount of ******. The package NEVER made it to me. I waited 40 days, because the have a 40 day Package Protection. I emailed them once and they gave me the option of a refund credit to my account. I have emailed them no less than a dozen times requesting they refund my money to my credit card. They said it would be less a ***** restocking fee. I bucked that because I dont believe they even shipped it to me. But since it has taken so long I went ahead and agreed to their policy and told them that I would agree to that restocking fee (at least I would get some money back) but they do not answer my emails now and I have not received ******. This has been going on too long. I hope you can help me!

  Business Response

  Date: 10/10/2023

  We apologize for the breakdown in communication. A full refund has been issued back to the original payment means and will likely appear in the customers account within **** working days. 

• Initial Complaint

  Date:09/30/2023

  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.

  I completed an order with this company and needed to provide private info (name, address, last 4 of SSN, DOB, etc. After providing all this info, I found I am not even allowed to order from them due to my address/location. I tried to submit a request that they now delete and do not share any of my info but unable to submit this through their site. Very sneaky way to obtain and sell info even tho they cannot sell to me. I want all info deleted!

  Business Response

  Date: 10/01/2023

  We could not ship to this customer due to there being no available PACT ACT compliant final mile carrier in their area. We do have a page on our website where all potential customers can check their zip code  (**********************************************************************) to ensure we can deliver to their area - this can be done before creating an account and providing any personal data. We do not sell on any data, more information on this can be found here - **************************************************************

  
  As per the request, all information and data the complainant provided when creating their account has been removed from our systems.

• Initial Complaint

  Date:06/15/2023

  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.

  I am filing a formal complaint against The Electric Tobacconist, LLC for their failure to honor their own refund and exchange policy, as stated on the Better Business Bureau website. On November 13, 2022, I ordered #ETUSA2776933 for $137.35, from The Electric Tobacconist, LLC's website. Despite numerous correspondences, I have not received the order.According to their Shipping Guarantee, if shipped via X Delivery, a refund or reshipment should be processed if the package is not received within 30 days, or within 45 days if shipped via SRC. This substantial delay and non-delivery suggest either fraudulent practices or a lack of good faith.The Electric Tobacconist, LLC's Terms of Service fail to prioritize consumer interests and instead limit their liability, increasing risks for customers. The burden of shipping and tracking is shifted entirely to the consumer, contrary to the intent of the **** (Preventing Online Sales of E-Cigarettes to Children) Act. Despite their A+ rating and accreditation from the Better Business Bureau, The Electric Tobacconist, LLC has received 34 complaints, with 12 filed since July 2022, primarily related to unfulfilled orders. This disregard for accreditation standards, such as building trust and being transparent, questions the credibility of their rating.The company's customer service representatives overlook specific complaints, and their chosen shipping company provides tracking numbers that lead to dead links or require access through a vendor-specific system, undermining trust, honesty, and transparency.I urgently seek the timely shipment and receipt of my original order, as per their terms. I do not seek a refund. I have attached all relevant email correspondences for reference.Thank you for your attention to this complaint. I trust the Better Business Bureau will take appropriate action to address these serious concerns and ensure a fair resolution.

  Business Response

  Date: 06/26/2023

  We have reviewed and investigated this complaint, and we can confirm that on the two occasions the customer contacted us, we provided ample support:
  
  In the first instance, the order was still within the delivery period. Our advisor informed the customer that if they do not receive the order by the end of the delivery period, to get back in touch and we would be able to assist them further with a solution - The customer failed to respond. 
  
  In the second instance, the order was outside the delivery window. As a result, we offered a resolution of a refund or credit note - The customer failed to respond. 
  
  Because the customer did not respond, we were under the impression the customer had received the order. As this is not the case and tracking shows the parcel is still being processed or is now lost, we have applied a credit note of $137.35 to the customer's account for use on a future order with us - This credit is valid for six months.