Complaints

This profile includes complaints for R.J. Reynolds Tobacco Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  R.J. Reynolds Tobacco Company

  401 N Main St Winston Salem, NC 27101-3804

  
• 

  R.J. Reynolds Tobacco Company

  11125 Knott Ave Ste D Cypress, CA 90630-5138

• 

  RJ Reynolds

  1201 F St NW Ste 1000 Washington, DC 20004-1232

• 

  Santa Fe Natural Tobacco Co.

  PO Box 25140 Santa Fe, NM 87504-5140

• 

  R.J. Reynolds Tobacco Company

  15720 Brixham Hill Ave Ste 345 Charlotte, NC 28277-4784

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:06/18/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore 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 have $102 in coupon cigarettes that American spirits refuses to honor I have 21 $2 coupons and 20 $3 coupons I have reached out to them via the app nobody ever responds when I call customer service they are very rude and most times have a very thick accent and trouble understanding but they are very clear in telling me they cannot do anything to honor the coupons Through the app it only lets you upload one coupon at a time then you have to wait 7 to 10 days to be able to try to upload another one which most of the time doesn't work properly There is no information stating any time frame or expiration date these cigarettes come in the packs of cigarettes that I purchase which are very expensive in comparison to other brands so the coupons help out I just want the value honored of $102 and coupon credit or uploaded onto my American spirits account whichever is more convenient. I've left messages with corporate multiple times and nobody ever calls me back Please honor the $102 in coupons that I have thank you

  Customer Answer

  Date: 06/29/2025

  I have not heard from the business in response to my complaint.

  
  

  

  Business Response

  Date: 07/02/2025

  We are sorry this consumer is upset. We don't have a record of this consumer under the information provided.  However, the coupon the consumer attached in this complaint is a mobile coupon that expired March 31, 2025. This coupon was only for mobile redemption. To better serve you, we would like to speak with you personally to resolve this matter. Please call us at *************** Monday through Friday from 8:00a.m. until 10:00p.m.EST or Saturday and Sunday from 10:00a.m. until 8:00p.m. EST.

  

  Business Response

  Date: 07/07/2025

  We are sorry that this consumer had this experience with our product. On 7/3/25 a refund was processed for $102.00. The consumer should receive the refund check within 1-2 weeks

  Customer Answer

  Date: 07/09/2025

   I am rejecting this response because:

   

  I just spent 25 minutes on the phone with a customer service representative ****** who told me that he is unable to give me a coupon for a free carton of cigarettes because I live in ******** yet ******** is the state where I purchase the cigarettes that have the coupons in them that they are not being honored now he told me there was no way that he could figure out how to upload credits or coupons for free cigarettes to my account so I don't understand what the problem is here whether he is misinformed or somebody just doesn't know how to rectify the situation I would please like it taken care of and a free carton of cigarettes either a digital or a hard coupon sent to me thank you
  
  

  
  

• Initial Complaint

  Date:06/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Issue involves advertisement. Please remove the name and address from your mailing list. The individual does not live here...wrong address.

  

  Business Response

  Date: 06/06/2025

  We are sorry this consumer is receiving unwanted communications. We don't have a record of the consumer reaching out to our customer care team to be removed. However, I will ensure this consumer is removed from all emails and mailings today. Our mailings are scheduled weeks in advance and the consumer may still receive some during the next 4-6 weeks. We ask for patience during this time. After this period, they shouldnt receive any more communications. We appreciate the consumer reaching out and again we apologize for the inconvenience.

• Initial Complaint

  Date:05/29/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  This is the second time RJ Reynolds has requested I have sent in defective product with the promise of reimbursement. After the product was sent back in their prepaid mailer the stop all contact and will not process any compensation or give any feedback on their defective product.

  

  Business Response

  Date: 06/06/2025

  We are sorry that this consumer is experiencing issues with our vapor product. After researching the consumer profile, we see that the consumer called us on 12/9/24 and issued a refund for $37.42. We haven't received a n additional call from the consumer. We are happy to appease or refund the consumer if he will contact us to give us more information on the product issue. To better serve you,we would like to speak with you personally. Our customer care number is ***************. Please call us Monday through Friday from 8:00a.m. until 10:00p.m. EST or Saturday and Sunday from 10:00a.m. until 8:00p.m. EST. We will be glad to assist you. 

• Initial Complaint

  Date:05/13/2025

  Type:Order 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 am a baltimore city retailer who has tobacco rebate contract with ****. In 2024, **** ***resentative **** put up a corrective statement sign which is required by federal government for all retailers who sell tobacco products. Next to corrective statement sign **** put up NEW PORT ADVERTISEMENT SIGN right next to it. Few weeks later *** Consultant who is third party auditor hired by **** came by and took photos of corrective statement sign. In few days I received an email from *** CONSULTING indicating non-compliance due to NEW PORT sign right next to corrective statement. I've contacted **** ***resentative **** about this issue because **** is the one who put up the sign. **** came by in few days with attitude indicating it was such a hassle for him and did absolutely nothing and left. In few days another *** Consultant came by and took another photo and left. I received another email from them regarding non-compliance. I've contacted **** again and He came by and He found this whole situation funny and did nothing about it. I indicated to him that I want to end the rebate contract with **** and he said It expires in feb 2025 and he threaten that if i cancel the contract I cant sell tobacco products anymore. On May 12 2025, I received another email from *** Consultant of non-compliance and asking to send in a check for non-compliance to ****(REBATE RECEIVED PREVIOUS MONTH). I contacted rjrt at ************* to ask about the whole situation and they had no idea of anything. I also ask them to end the rebate contract since it ended in feb 2025 and they said there is no set date to end the contract and it could be ended anytime but it has to be done by **** who is **** *** for the area. This is just a big mess and nothing is getting resolved. I ask for upper management and they indicated they have no information. END MY REBATE CONTRACT AND STOP THE HARRASSMENT. I DO NOT WANT ANY TOBACCO ADVERTISE SIGNS NEXT TO CORRECTIVE STATEMENT.

  Customer Answer

  Date: 05/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 carton of Newport 100's from a discount store and something seemed a bit off. I honestly thought that the cigarettes were counterfeit considering I have never purchased cigarettes from that store. I went to a gas station that I frequent for Cigarettes in my neighborhood and reluctantly bought another carton. In this economy, that almost broke the bank. I opened a pack from the carton and something seemed strange. I happened to have an old stale pack of cigarettes so I studied it a bit to make sure that they weren't counterfeit, I cut open a filter from the old stale pack and one from each of the cartons from two different stores and they are definitely not the same. The filter in the two brand new cartons immediately fell apart , felt very soft and the filter from the old stale pack was difficult to even pull apart. I don't know what is going on and I would like an explanation because it is a total waste. I am a long time smoker and they are so off-putting that it actually makes me want to quit. The gas station did not give me a copy of the receipt. I can provide a statement from my credit card for proof of purchase for the carton from the gas station if needed.

  

  Business Response

  Date: 06/06/2025

  We are sorry that you are experiencing issues with our product. Please contact us so we can help you with an appeasement coupon or refund. Our customer care number is ***************. Please call us Monday through Friday from 8:00a.m. until 10:00p.m. EST or Saturday and Sunday from 10:00a.m.until 8:00p.m. EST. We will be glad to assist you. 

  Customer Answer

  Date: 06/06/2025

   I am rejecting this response because:
  
  I have already called and spoke with an agent. He sent me two coupons for buy one carton get one free. The coupons are being rejected no matter what store I go to even though the agent told me that the coupons would be accepted anywhere. I no longer want the coupons. Monetary compensation for the loss of both cartons would is the best option at this point. 

  

  Business Response

  Date: 07/07/2025

  We are sorry that this consumer had this experience with our product. On 7/3/25 a refund was processed for $244.90. The consumer should receive the refund check within 1-2 weeks.

  Customer Answer

  Date: 07/07/2025

   I am rejecting this response because: I need to be sure this issue is totally resolved. I thought it was resolved when the coupons were mailed to me and those coupons did not work. I want to be sure that I will actually receive the refund before accepting the response. 
  
  
  

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Following my reaching out to customer service I was sent a coupon, (get 2 cartons for the price of one) I notified them twice that I was having a difficult time finding anyone that would accept it. One store even accused me of trying to use a fake coupon. Unfortunately due to events out of my control the coupon has now expired and the company will not honor it in any way. I hope my reaching out to the BBB will assist me in getting some resolution. Thank you in advance. **** *****

  

  Business Response

  Date: 05/07/2025

  We have contacted the consumer via email regarding their case. In accordance with the provided instructions, as a one-time exception, we have added an appeasement (1 RJR PQ PM G2 CTN 4 ONE) to the consumers profile. Since we emailed this consumer we haven't received any additional contact from her regarding not being able to use her coupons. A list of stores that accepts our coupons were provided to her as well. 

  Please contact us so we can help you with an appeasement coupon or refund. Our customer care number is ***************. Please call us Monday through Friday from 8:00a.m. until 10:00p.m. EST or Saturday and Sunday from 10:00a.m. until 8:00p.m. EST. We will be glad to assist you. 
  
  Below is a copy of the email that was sent to the consumer for your reference.
  
  Hello ****,
  We have reviewed the product quality case you filed on May 22, 2024. As a one-time courtesy for the inconvenience, you experienced while attempting to use the coupon, and in light of your current circumstances, we are pleased to inform you that we have issued a new coupon. This coupon allows you to receive two cartons of Pall Mall for the price of one.
  
  The coupon will be sent to the mailing address we have on file:
  ******************************************************************************************************************
  
  Please note that it may take 24 weeks for the coupon to arrive.
  
  Kindly keep in mind that acceptance of our coupons is at the discretion of the retailer. To assist you, we have included a list of stores in your area that accept our coupons. We recommend reaching out to these retailers in advance to confirm their current coupon acceptance policies.
  
  Below,you will find a list of stores within a 15-mile radius of your mailing address:
  
  ************************************************************************************************************* ************ 1.6032
  7-11 #***** / ****** ******************************************** 1.6559
  SPEEDWAY #***** / A87919 **************************************** 1.7065
  WALGREENS #***** / ****** ********************************************* 2.2236
  7-11 #***** / ****** *************************************** ********** 2.9007
  WALGREENS #***** / ****** **************************************************************** ************ 2.9023
  BS FOOD & GAS / ****** ********************************************** 3.1066
  PARK STREET SHELL / *********** *************************************** ********** 3.3665
  SPEEDWAY #***** / A87916 ************************************** 3.4644
  7-11 #***** / ****** ****************************************** 3.6109

  
  

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 camel cigarette company has a promotion that if you purchase their cigarettes you get a code to earn rewards. A good percentage of their codes dont work and the codes that start with *** dont work an all. I feel this is a shady business practice and being a lifetime camel customer its bad customer care to promote something that doesnt work to entice customers to by more of your product. I request a refund for all the packs of cigarettes Ive purchased that do not work with the camel points program.

  

  Business Response

  Date: 05/07/2025

  We are sorry that you are experiencing issues with our product. Please contact us so we can help you with an appeasement coupon or refund. Our customer care number is ***************. Please call us Monday through Friday from 8:00a.m. until 10:00p.m. EST or Saturday and Sunday from 10:00a.m. until 8:00p.m. EST. We will be glad to assist you. 

• Initial Complaint

  Date:04/11/2025

  Type:Sales and Advertising 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.

  RJ Reynolds continues to send marketing mail with tobacco solicitation to a person who does not reside at my address. After calling their listed 800# twice, I was hung up on both times when there was no resolution to remove my address from their files and I asked to speak with a manager. Both times, the agent insisted that I must provide my birthdate (private information) and a copy of a piece of personal mail (private information) in order to remove my address. Their website sates the following: "We never encourage non-tobacco consumers to start, or existing tobacco consumers to consume more, and we dont discourage tobacco consumers from quitting.". No one at my address is a smoker, yet they continue to send marketing mail to my home. I would like the company to permanently remove my address from their marketing database.

  

  Business Response

  Date: 04/18/2025

  This confirms that ***** ****** has been removed from our mailing list. We take these matters very seriously and act on them immediately.
  
  Since our printing and production schedules are prepared in advance, please discard any additional mailings that may arrive during the next several weeks.
  
  Thank you for making us aware of your situation. I hope this information is helpful.

  Customer Answer

  Date: 04/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. Thank you for your help to resolve amicably and fairly.

• Initial Complaint

  Date:04/01/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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 company offers promotional prize and coupon offers on each brands website that i used for years up until July 2024. At that time my login information failed to work, not allowing me access to the site or offers advertized to consumers. I receive email advertisements. Upon attempting every possible resolution as directed by an agent each call to resolve the issue, I receive the same message that the report will be escalated. I receive the same message on the website that my age cannot be verified. There is no other way to do this. These advertisements should be considered a scam by unfair practices. It's going on a year with numerous phone calls to help me to no avail. This practice is false advertising. I have no access to savings offers for their products or opportunity to enter their sweepstakes for prizes.

  Customer Answer

  Date: 04/11/2025

  I have not heard from the business in response to my complaint.

  
  

  

  Business Response

  Date: 06/03/2025

  On 5/15/25, we received a call from Catherine Wall that she was unable to log into her profile. Our IT team is aware of the issue and will be reaching out to her soon to resolve her issue. Again, we apologize for any
  inconvenience. Your satisfaction is of utmost importance to us, and we are
  committed to resolving this matter to your complete satisfaction.

  Customer Answer

  Date: 06/03/2025

   I am rejecting this response because:
  
  An agent reached out, saying that logging onto their website has known issues (I'm not the only user having a problem) I have never been told that before, since my first call around August of 2024. The site performed exactly as before, going through the steps to re-register with the agent. Ultimately, I got the same result, that my age couldn't be verified. Im 51 and used their sites for promotions for many years. I haven't changed any of my profile information. There is no other way to verify my age. The things that agents have told me to do over nearly a year are time consuming and frustrating. Some have been condescending as well. I have yet to receive any other communication. 
  
  
  

  

  Business Response

  Date: 06/23/2025

  We will be contact with Catherine Wall to resolve her complaint.

   

  Customer Answer

  Date: 06/23/2025

   I am rejecting this response because:
  
  
  
  
  The website fore the company continues to say "unable to verify age" no matter how I try to resolve this. I am 51 years old. I have had the exact same requested information since signing up for their text and email advertisements. They have not contacted me since my initial complaint months ago.

• Initial Complaint

  Date:03/16/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Newport pleasure points. You accumulate points which you can turn in for *************** cards.Ive submitted ****** poimts in FEB for $20 card points now gone card never recieved 2500 points for $5 card, points gone never recieved Another 2500 points for 5 card points gone card never recieved.Points are on newport cig packages.I have spoken with customer service 11 times via phone and email and they say they will get back to me and never do (its been 6 weeks)

  Customer Answer

  Date: 03/27/2025

  I have not heard from the business in response to my complaint.

  I have called and spoken to different cust svc people numerous times and their responses are lacking at best - they always claim to "look into it and will call

  Or email you within a day or two" and weeks  - months go by no response, ill call again and get the same woman who recalls the prev contact and tells me 'ill take care of it - and again, zero response

   

  They create a program allowing customers to obtain cash for codes on the cig packs and ive submitted over $50 at this point and havent recieved a solitary *****.

   

  Total rip off

  

  Business Response

  Date: 04/18/2025

  We have reviewed the consumer's complaint. On February 10, 2025, the consumer reported that two ********** gift cards valued at $20 and $5 had not been received. Upon investigation, we confirmed that the $20 gift card was redeemed on February 7, 2025. We regret that the link to redeem the $5 gift card was not received. The consumer should have received an email notification regarding the $5 gift card. If further assistance is required, please contact our customer care team at ***************. Our support hours are Monday through Friday, 8:00 a.m. to 10:00 p.m. EST, and Saturday and Sunday, 10:00 a.m. to 8:00 p.m. EST. We are happy to assist you.
  

  We appreciate your loyalty to Newport.

  
  

  Customer Answer

  Date: 04/18/2025

   I am rejecting this response because i have never recieved anything from the points ive submitted

   

  They sent me an email 2 weeks ago saying yet again they were looking into it and as usual, nothing since.

   

  So far im out $20, $5 and $5, and they dont care at all nor will they assist or help with the issues