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1.3
770 reviews
Replied to 47% of negative reviews
Typically replies within 2 weeks
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I placed an order with ElectroCigarette.fr (€33.43) that was delivered too late for me to collect. The company refused a refund and instead demanded €10 to reship to my new address in Germany. I paid this fee — in total €44 — and since then they have ignored multiple messages for weeks and never provided shipping or tracking.
Terrible customer service and dishonest practices. I have filed a complaint with French consumer protection (SignalConso).
I ordered goods worth around 45€ on 26.02.25. As stated in the mail, I also paid directly by bank transfer. To this day I have still not received any confirmation and two emails have not been responded to. I come from Germany but I will call the police and a lawyer to take action against this fraud. On Instagram I have a reach of almost 21000 followers which I will also warn against ordering there.
I ordered an extensive one from Germany. It took a little longer than usual, but my message was answered very friendly and quickly. When the package arrived, all the products I had ordered were there and I even received two free products. I was really happy and would like to order again soon. The prices are totally fair and affordable compared to other retailers. Many thanks for your nice customer support and the little gifts. 😊
Reply from www.electrocigarette.fr
Bonjour Emma,
Nous avons remarqué que vous avez laissé un message ici, mais il ne provient pas de votre compte. Après avoir effectué des recherches, nous n'avons trouvé aucun message de votre part. Nous vous prions donc de bien vouloir laisser un message clair, en utilisant votre compte et en fournissant toutes les informations requises. Le support se fait exclusivement via votre compte.
Nous tenons à vous rappeler de ne pas confondre la messagerie de votre compte avec Trustpilot, qui est un site tiers non sécurisé et non officiel. Pour garantir la sécurité de vos informations et pour une communication efficace, nous vous encourageons vivement à utiliser la messagerie de votre compte.
Merci de votre compréhension et de votre coopération. Nous sommes là pour vous aider et nous nous engageons à fournir un service de qualité.
Cordialement,
L'équipe de www.electrocigarette.fr
The goods was sloppy packed before shipping. Arrived with damage. No solution from the seller.
Reply from www.electrocigarette.fr
Cher client
La politique des transporteurs est simple. Lorsque vous recevez un colis abîmé, en mauvais état, explosé... vous devez toujours faire une constatation auprès de celui-ci.
Hors, ici, vous avez récupérer le colis tel quel. Il est bien mentionné, sur la facture, n colis réceptionné est un colis accepté en l’état. C'est à vous de faire une constatation de votre colis, et nous serons heureux de vous renvoyer un nouveau colis. De plus, toutes ses informations sont mentionné sur la facture.
Hors la, vous avez reçu un colis endommagé, et vous souhaitez que l'on vous renvoie l'intégralité de votre commande. Vous auriez pu vous rendre dans le bureau du transporteur le plus proche, pour en informer celui-ci.
Nous sommes les premiers désolé de cette situation, cependant, il y a des règles, et nous vous demandons de les respecter.
Cordialement
Le service client
Very good webshop with a excelent service. Especially the little candies hidden in the package :-) Wish you all the best from the Netherlands!
Reply from www.electrocigarette.fr
Thanks
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