I've never felt the need to leave a Negative Review for any company until now. But I am a regular customer of Smokers Outlet Online, their online store, and had a bad experience with them. I received my order today and the order was completely damaged (see photos). Roughly $70.00 including shipping. I spoke to a customer service Rep who said to take photos of the packaging and items and email them to her, which I did (per her manager). I received a call back a few minutes later explaining that they would hesitantly replace the items but would want me to wait around a week or more to receive the replacements. And go through hell repackaging, and shipping the order BACK to them (per her manager). I explained to them I am disabled, and getting to a Post Office is extremely difficult and just not something I could easily do. In the meantime, I have NO Tobacco. Then I was told that the Tobacco I received was probably just fine, and that "This is the way my brand (The Good Stuff) is packaging their Tobacco from now" (ground shake and stems). The Tobacco had obviously been beaten into nothing but fine shake and stems while getting damaged, along with the cigarette tubes. Long story short I felt like I was being accused of trying to pull a fast one, after ordering Every Month for YEARS! And spending roughly $1,000 a year with them, with ZERO issues. The bottom line is they should have replaced the order immediately, to save a REGULAR Long Term Loyal Customer, and dealt with the US Postal Service Claim at their convenience, since their packages are Insured!. I think I will be taking my Business elsewhere for the time being. And I will gladly update this review if anything changes.

I'm not one to leave bad reviews but this was the worst smokers outlet iv been to as I didn't buy any tobacco product but got papers as was asked for my drivers license for paper. Let's get real as the first lady was sorta rude that night but went next day before work as I had my license then with me but told the lady I was never asked at the Mt rose store or as I assumed the one in stoneybrook where I live but I think there privately owned by a different person but she said oh no they didn't and sorta fought against what iv told her as she wouldn't know. Plus isn't customers always right as that's what iv been trained in the retail business as guess she didn't get that memo idk lol but anyway glad I'm only out in this side of town as both women there were rude to me to a degree and I grew up right by the place on 1637 filbert st . But Mt rose is a better place as never had issues but once I'm able to return to my home back to a2z smoke I will use or cocohut/smokers outlet

This store is always clean and neat. The clerks are always nice, you like say hello when you walk In, and if you need any help just let me know, or can I help you find something.... I drive from the backside of Dover to here just because of how this store is...and they are very laid back is how it feels to me and it makes you feel comfortable to be there.

Pleasant staff,good prices Bright clean atmosphere. Just stopped in today and stocked up on supplies. Such nice staff,always smiling.

Love this store! Always have what i need and for cheap. The rewards card is extremely helpful. I suggest it to everyone to get one its so worth it.