"Horrible! Unfortunately my husband has to wait 30 to 60 days for a return! "
"RYO customer for 7 yrs. This was by far the best shipment I’ve received. Product tobacco and tubes. Tubes were in perfect condition because shipping box was a quality box . The words Fragile were stamped on box. I’ve very seldom received tubes in perfect condition but not a box out of five had any damage. Shipping was a day early and less expensive than what I usually pay. Product was also competitively priced. I will be a forever customer."
"Not being close to an actual tabacco store I thought I'd just purchase online. Next time I'm spending the gas to drive to a real store. After several business days and the order status was "processing" I called, hangs up a few times. Finally was able to reach someone calling their local # (who was very nice) but still took a week and a half to receive the package that containing a new rolling machine I've been waiting for, packed on top of and destroyed most of two boxes of tubes, so headed to back to the closest store anyway. Sent pictures to their customer service with no reply. Waste of time and money, especially at their shipping rates. If you live far from a store and online ordering is your only or most convenient option there are several other online retailers with the same products at a much lower cost as well as half the shipping and handling these jokers charge."
"My order had been lost in the label creation stage.When I called after four days of no movement on the tracking site, I was told to wait another day and then call again. I did so, and was told the same thing again, before they would re ship with USPS. This now means another 2-7 business day wait. I have already waited 5 business days. I will never order from this company again, as this is the second time my order was misplaced. Smokers outlet has terrible customer service!"
"I had a problem with a shipment and one call and it was resolved immediately. Wow "
"Customer service is great "
"I gotta say after reading some of these reviews I was skeptical, so I placed a small order of tabacco and tubes. My order came in and they even sent a little bag with gum and candy in it. Both my SO and I that it was nice of them. We just placed another order and will continue using this place as long as possible. If it takes a little more time than normal we are understanding in the fact that people are short on employees, and things just take longer nowadays and we make sure to order before we ever run out as to not have to go to a local cigar shop and pay more for what we do with Smoker's outlet. Thank you to the owners, people need to learn patience. "
"I read the review posted on TrustPilot on 10/18/22 about Smoker's Outlet releasing credit card info to others & unauthorized charges being made. My credit card got hacked three times last summer. I now strongly suspect Smoker's Outlet is the culprit. I also am upset by their lack of transparency about shipping. Twice now, when I place my order, I get an email with a caveat stating "Due to circumstances beyond our control, your package may be delayed
in being processed for shipment. We are making every effort
to ship orders as quickly as possible." This info should be made available to customers BEFORE they place their orders, not afterward in the confirmation email. They also told me on 11/16/22 that my order would ship that afternoon. However, today I received an email stating that my order had shipped TODAY. When I called to ask about it, they said it did not ship yesterday as promised. They said they NEVER ship on the same day. I'm sick & tired of their shipping problems and their deception about it. Why pay extra for quicker shipping when you never know for sure when they'll actually get it out of their shop? On a different occasion, they took a couple of days to ship. Don't trust their shipping estimates. I plan to report them to the Illinois Attorney General Office."
"I have personally been buying off of this company for over 4 years and in the last 8 months it has totally gone to crap. Look how bad your rating has gone down in the last year.
Used to have great service. Seems like a family-owned business at the time. Whatever changes they made or whoever they have hired to take over this place should be gone. Now it takes him around four business days to process an order that they used to do the next day. When you call them up always looking for excuses. What a shame"
"Charges for free shipping takes 2 weeks to ship a one lb bag of tobacco ordered on 3rd this month still never showed. get a refund now. Report unable to provide ethical service."
"It use to be 7 days you get you stuff now it’s 14 days I’m having to buy extra at smokers friendly and there prices are way too high !! Don’t know why there late get here still waiting !!"
"Do not give a hoot about their customers, place an order and 4 DAYS later it ships, what a joke. They will get no more of my money. Called to complain and they say they can't find anyone to work, maybe its the low pay, hot working conditions and horrible boss who doesn't appreciate them. Doubt they will survive with service like this.
Dave"
"I order from them but their website is horrible. I can't see anything! The dropdowns cover everything and I can't find anything to order!"
"Such pleasant employees, great prices, and great products. Will definitely be coming back soon"
"I have been a customer for years. I have always received everything I ordered well within the time stated for the shipping method I selected on website. It was several years ago when I had a problem with an item I ordered was damaged when I received it. It was a bag of tobacco that had been cut open prior to shipping. Customer service was great and quickly replaced my item. With the good prices and large selection and fast shipping, I don't know why you would order anywhere else. "