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:05/19/2025

  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 bought a box of Hefty 30 gallon drawstring bags. Nowhere on the packaging did it indicate that the bags were scented. I checked carefully because I DID NOT want scented bags. The bags turned out to be so heavily scented that I had an asthma attack immediately upon open the box. I have contacted Hefty dozens of times via their online form and by phone. I get repeated form emails that ignore my complaint, offers of coupons for Hefty products, customer service representatives who tell me Hefty doesn't give refunds. I eventually got an email assuring me that a refund check had been issued and a *** tracking number. According to ***, whatever Hefty sent was delivered to some other address that the one I gave Hefty. Today Hefty is again telling me they don't give refunds, only gift cards redeemable for only Hefty products. I don't want any Hefty products ever again, only my money back.

  Business Response

  Date: 05/20/2025

  ****,

  Thank you for reaching out, and Im truly sorry to hear about your experience with our product. We understand how frustrating this situation must be, especially given your sensitivity to scented products, and we appreciate the opportunity to clarify a few points.

  Please know that we have responded to each of your inquiries submitted through our online form, and weve done our best to provide timely and helpful information. We also want to confirm that we have not ignored your concerns at any point. Our records show that you contacted us by phone once, and we responded promptly to that call as well.

  To clarify:
  - Hefty does offer refunds, and we have already processed a refund check for your case.
  - The check was sent to the address you provided, and a *** tracking number was shared with you via email.
  - If there was a delivery issue, we recommended checking the tracking details and contacting *** directly for further assistance.
  - We have not offered only gift cards or coupons as a resolution; the refund check was issued in accordance with your request.
  

  For the most efficient support, we kindly ask that you reply directly to our previous email thread, as this ensures your message is routed to the appropriate team without delay.

  We understand your frustration and want to make sure your concerns are fully addressed. Thank you again for your patience and understanding.

  Warm regards,

  The Reynolds Consumer Response Team

• Initial Complaint

  Date:11/15/2024

  Type:Service or Repair 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.

  THE ZIPPER ON THE ***** WAS NOT SEALED, CAUSING THE TOBACCO TO DRY OUT.

  Business Response

  Date: 11/19/2024

  *****,

  We sincerely appreciate you taking the time to write us regarding your storage bag experience. At Reynolds Consumer Products, we deeply regret any inconvenience you may have experienced due to the bags not closing properly.
  
  If you are not fully satisfied and wish to receive a reimbursement offer, please give us a call at ************** and our dedicated representatives will work with you to make this right. Alternatively, you can submit an online form through our website at *************************************.
  
  Customer satisfaction remains our number one goal at ***. Your help in attaining this goal is greatly appreciated.
  
  Kindest Regards,
  The Reynolds Consumer Response Team

• Initial Complaint

  Date:10/26/2024

  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.

  Hi, i reached out to this company online regarding a damaged and faulty product purchased through ******. ****** also told me to reach out to the manufacturer in this case. They replied to my concern and at first seemed genuinely willing to help but soon after started sending me only automated replies, no human contact.A 5 dollar coupon was their solution?The box cost $15. I sent them the receipt, photos and such, I told them either I would like a full refund or a replacement. I have now emailed them a few more times about this and no reply no follow up They just keep sending me the same email over and over to rate their customer service.Greetings, Thank you for your message. First, and most importantly, I want to sincerely apologize that our product did not meet your expectations. We are committed to making this right and ensuring your satisfaction. We kindly ask that you provide us with the following information: UPC Number Lot Code - this 6-digit code will be embossed on the small end of the carton (see the attached image for help on locating the code)A Valid Mailing Address If you have any photos of the issue described, please forward them to ******************************************************************* Once all three items have been provided, we can proceed with the next steps. Kindest Regards,******* The Reynolds Consumer Response Team

  Business Response

  Date: 10/29/2024

  ****,

  Thank you for your message and we sincerely apologize for the oversight in how your case was handled by our customer service agent. Your case was forwarded to a supervisor and they will email you with additional information regarding compensation. Please be on the lookout for that email.

  Again, we apologize for the inconvenience this has caused and we thank you for being a valued Reynolds customer!

  Regards,

  The ********************************************* Response Team

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22477137
  
  I am rejecting this response because:
  The manager did reply but she only offered an additional coupon and you cant use two coupons on one purchase.   I just want one coupon for 15 dollars.  
  

  Please. 
  Sincerely,
  
  **** ****

  Business Response

  Date: 10/31/2024

  Hi ****,

  Thank you for your recent message. I wanted to let you know that Reynolds Consumer Products currently offers gift cards to customers in $5 and $10 increments. Unfortunately, this means we arent able to provide a $15 gift card at this time. However, you can redeem the gift cards our agents sent you at your preferred retailer for a variety of products, not just Reynolds branded items. Additionally, many retailers allow you to use two or more gift card codes simultaneously at checkout, whether youre shopping in-store or online.
  
  We apologize for any inconvenience this may cause and truly appreciate your understanding. Thank you for being a valued Reynolds customer!
  
  Best regards,

  *****

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22477137
  
  I am rejecting this response because:

   

  you sent me two coupons to replace one product but you can only use one coupon per purchase. Can you please void the week and issue one for 15 dollars.   I emailed this question too but no reply. Thanks. 
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 11/05/2024

  Hi ****,

  
  Thank you for your recent message. As mentioned previously, I wanted to let you know that Reynolds Consumer Products currently offers gift cards to customers in $5 and $10 increments only. Unfortunately, this means we arent able to provide you with a $15 gift card at this time. However, you can redeem the gift cards our agents sent you at your preferred retailer for a variety of products, not just Reynolds branded items.

  Additionally, many retailers allow you to use two or more gift card codes simultaneously at checkout, whether youre shopping in-store or online.

  We apologize for any inconvenience this may cause and truly appreciate your understanding. Thank you for being a valued Reynolds customer!
  
  Best regards,
  *****

• Initial Complaint

  Date:07/15/2024

  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.

  *********************************************** is very elusive in their consumer relations. Tried contact form, which yielded me an apology for the defective products, not mentioning them by name, phone calls which lead consumers on a winding path but never answer. Defective - unusable Product # 1: Cut Rite wax paper Bar code 0-1090000330-8 no cardboard inner roll which makes cutting almost impossible, very flimsy wax paper.Product #2 Reynolds Wrap "Everyday 75 f" # ************-0 Tears while you are pulling it off the roll to cut, just like tissue paper unusable Buying name brands like Reynolds is a waste of money and time.***************************** ************** Refund of cost of both unusable products approx $7 > Please no coupon for these defective products. A check or gift card will do.I am 80 years old and know what your products were in the past. Not anymore....

  Business Response

  Date: 07/24/2024

  *****,

  Thank you for your feedback, and we appreciate your patience during this process. We're sorry to hear that you were not satisfied with the Cut-Rite Wax Paper and Reynolds Wrap cartons. I'd be happy to send you a reimbursement check of $7 USD to the mailing address below:

  Carol Hambarian

  16077 Gables Loop

  Whittier, *******;90603

  Please allow 7-14 business days to receive via ***** We're sorry again for the inconvenience and we hope to provide a better brand experience in the future.

  Regards,

  *****

  The Reynolds Consumer Response Team

• Initial Complaint

  Date:03/05/2024

  Type:Service or Repair 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 purchased a garbage can from Hefty within the last couple years. The plastic around the can step has cracked and fallen apart. Due to this, I reached out to the Reynolds Consumer Products support line. After many calls, I was never able to get someone to answer the phone. I left a message, but never received a return call. I sent an email and received a message back about 2 weeks later. The email promised a coupon to purchase a replacement product to be delivered within 7-10 business days. At this point in time, it has been 20 business days with no coupon delivered. I have sent multiple emails requesting an update and none have been answered. My issue is just with the lack of responsiveness to customer service requests.

  Business Response

  Date: 03/19/2024

  The consumer reached out to Reynolds Consumer Products, however, the trash cans are handled by a separate company, HMS.  The information was given to the consumer and their information was shared with HMS for resolution.  HMS attempted to contact the consumer numerous times by phone but was able to reach her by email on 3/18/24 and offered a $25.00 gift card.

   

  Customer Answer

  Date: 03/19/2024

   
  Better Business Bureau:
  
  While I do not agree with the response provided by the business (namely the statement about multiple attempts to contact me), I have resolved the issue alternatively with the company. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/15/2024

  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 purchased a huge box of Ziploc slider gallon bags that would not work. I contacted the company and received a response from the company that I would receive a coupon within **** working days. *** contacted them twice about this issue after receiving the email, and they do not respond. I spent money on a defective product shortly before Christmas, and it was very disappointing that I could not use the it. I had to sown time, energy and gas to return to the store to purchase replacements.

  Business Response

  Date: 05/28/2024

   here is how I addressed the matter:

  • 5/24/24 I contacted the consumer letting them know how sincerely sorry we are for not sending the reimbursement in a timely manner. I explained that I will send them a coupon for the affected product, and an extra coupon to compensate them for their troubles (see attached for the exact message).
  • 5/28/24 the coupons will be mailed out next Tuesday via *** Ground shipping so that the consumer can receive a tracking number

  Customer Answer

  Date: 05/28/2024

   
  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.
  
  Sincerely,
  
  ***********************