"I found this company online, checked out its prices, and ordered tobacco and tubes on October 23, 2019. On October 25, the company sent me an e-mail saying the order had been shipped, with links both for tracking the order and for filling in a customer survey.

On October 28 (Monday), around 8:30 a.m., I checked the tracking link, which did not work. It was ungodly LONG and was not to tobaccogeneral.com, but to something called sendgrid.net. I called the number on the TG web site, got a recording (press "1" for sales, press "2" for customer service), pressed "2," waited, got another recording saying my call was now "first in line" to be answered... waited some more, and then got another recording saying all representatives were busy and telling me to leave a voice-mail message at the tone and someone would call me back.

I left a message. At 9:00 a.m., no one had called me back, so I called again, got the same rigmarole, and left another message.

In between calls, I tried to log in to my account at TG, but the web site was so very slow that the connection kept timing out! When I was finally able to log in, I could not find anywhere to track orders. When I finally did find what appeared to be a link, it was "dead," too-- and it was another ungodly long link to sendgrid.net.

By 2:00 p.m., I STILL had not received a call-back. Concerned, I did some online investigation and found that numerous complaints about TG had been filed with the Better Business Bureau, and the company had a "D+" rating. There were 21 customer reviews. Four of them were 5-star, one was 2-star, and the other 16 were 1-star, with complaints about orders not being complete, orders not being delivered at all, orders received but with the wrong items, failure to respond to e-mails, very bad or nonexistent customer service, etc., etc.

BBB had received 8 complaints. In one of these, BBB's effort to contact the company was "unanswered," and in the other seven, BBB was not able to locate the company at all!

Now I was REALLY concerned! A "whois" lookup for TG revealed that the domain had been registered in December 2009 and last updated in May 2017. A lookup of sendgrid.net revealed that the domain had been created in April 2009 and was last updated in April 2019.

Because TG's web site was still excruciatingly slow and kept timing out, I was unable to find any e-mail or other contact information, so I sent a rather venomous e-mail to "****@****," describing my problems with the slow web site, the failure to answer phone calls or respond to voice-mails, and the "dead" links in the e-mail, and demanding a response within 48 hours.

Today-- surprise!-- my order arrived, after just three business days! Everything I ordered was there, in good condition, all nicely packaged and packed.

Now, here's another bit of weirdness: the address that BBB had for the business is 1350 Kirk Street, Elk Grove Village, IL 60007. However, the package was shipped from something called GSO.TGeneral, 4_2_ West Windmill Lane, Las Vegas, NV. The second and fourth numbers of the street address were illegible. I'm pretty sure the second was a "1," but the fourth one could have been a "0," a "3," or an "8." I tried doing a Google Maps search for all three possibilities and came up with nothing. A search for "tobacco" and "West Windmill Lane, Las Vegas," also came up with nothing.

So... I am at a complete loss as to whether to use this company again or recommend it to others. On the one hand, I received exactly what I ordered and in record time. On the other, I had to put up with an excruciatingly slow web site and a complete lack of "customer service"-- including inability to track the shipping of my order. So, here's how I would rate it:

PRICES: VERY good. Far cheaper than buying the products locally. Order cost $77.94, including shipping. Same products in local stores would have cost about $129.00. That's a savings of at least $51-- pretty damn good!

ORDER FILLING AND PACKING: Excellent.

SHIPPING SPEED: Excellent.

CUSTOMER SERVICE: Nonexistent. Phone calls are not answered; voice-mails receive no response.

WEB SITE: A real P.O.S. Sometimes so slow that the connection times out. Links don't work.

REASON FOR GIVING IT ONLY TWO STARS: Bad web site and poor customer service. A company doing business online should have an excellent web site where everything works. A company that provides a "customer service" number should have

In short, dealing with this company has been like something out of the Twilight Zone. Obviously, someone, somewhere, got my order, filled it, packed it up nicely, and shipped it. But who did that? I have no idea! Where is the company located? I have no clue! Can other customers get their orders filled properly and shipped quickly, as I did? Hell if I know!

Bottom line? Order at your own risk!"

"They have the absolute worst shipping of any online retailer I have ever dealt with!

I placed my order on July 7, and it looks like it shipped today, July 12. Why no notifications of a five day delay between ordering and shipping?

Their tracking link in the shipping confirmation email DOES NOT WORK! I get the following:

Application Error
An application error occurred on the server or service is temporarily unavailable.

For WebSite Technical Support, please call ***-***-**** or email us at ****@****.

I have ordered from these jerks since 2017, but this is it. I am looking for a new vendor! This is not the exception for these people, it's the rule! Their shipping is worthless!"

"I have been a regular, long time customer of Tobccogeneral.com until recently. My last order contained defective product and they would do nothing! they would neither replace the product nor issue a refund. There policy clearly states they will replace a defective product but I was told they would not, that I would have to contact the manufacturer. They would not give me contact information for executive office nor manufacturer. What kind of business would lose a long time, regular customer over $11??"

"tobaccogeneral has failed to make delivery and respond calls for extended time of little more than a week.
Company has also lied on their status in business started in 2012 claiming they have been for 10 years. No legit company would do ill practice like tobacco general with even 5 years on their belt. Ref: http://www.pr.com/press-release/387038
By weeks end they will be hearing from at least BBB, BOE (Business register for US Federal), also my bank will be asking claims from them.
Price offered are cheaper than any of their small competitor range. However this is assume they deliever.
Those that likes to sue please sue Tobacco General not StarBucks"