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:07/07/2024

  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.

  Over the past year I have experienced defective Vuse Alto Golden Tobacco 5% pods. The quality of this product has went down drastically to the point liquid leaks in your mouth, horrible ************** pain from dark burnt pods. I've reached out to this company on multiple occasions about this issue and was assured I will receive a full refund check mailed to me within 10 days. After multiple calls over the past few months I have NOT received any of the 3 checks. **************** informed me they would process another check to be mailed, but they never arrive. May 24th:Called about over a dozen defective pods. Mailed the pods back to them and was told a check for $195.62 would be mailed to me. Never received the check.June 12th:Called to follow up as I did NOT receive the check. **************** said they would mail it again. Also, I had another batch of 8 or so defective pods and was told a check for $98.94 would be mailed to me. June 28th:Called to follow up on the first check $195.62 as they said it would be re-processed and mailed again. Never showed up. So they again for the 3rd time said the check would be processed. Also, the 2nd check for $98.94 never came and they again re-processed this check. In between this time I again had more defective pods and the 3rd check was supposed to be mailed for $45.98. This company is aware their product has issues and assures customers they will get a refund, but never actual send the check. Confirmed by Vuse customer service multiple times they ARE aware of this quality issue, but do nothing about it. I'm at the point where legal action is my next step. This is getting out of hand. Companies NEED to be held accountable for poor quality products.

  

  Business Response

  Date: 08/02/2024

  We are sorry that this consumer had this experience with our product. We discovered a processing error that caused certain refund checks to be returned. We have since resolved this issue and reissued a refund for $98.94 and $195.62 which will arrive in 2-4 weeks. The refund for $45.98 was cashed on 7-15-24. (see attachment). The consumer should receive these refund checks within 1-2 weeks.
  

  If you have further questions or quality concerns, we ask that you call ************** to speak with one of our representatives, who will be glad to assist you. Our hours of operation are Monday through Friday from 8:00 a.m. until 10:00 p.m. EST or Saturday and Sunday from 10:00 a.m. until 8:00 p.m. EST. We will be glad to assist you.
  
  Again, we apologize for the inconvenience and appreciate your loyalty to the Vuse brand.

  Case #******-1061494: $195.62 - issued 07/15/2024.
  Case #******-1076625:  $45.98 - Cashed 07/15/2024.
  Case #******-1069612: $98.94 -   issued 07/22/2024
  
  
  

• Initial Complaint

  Date:06/22/2024

  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.

  Camel Non-Filters are about $13/pack here. I've been a loyal customer for ***** years. You've made a considerable amount of money off just me. Your new packaging is ********. I DON'T WANT COMPENSATION... JUST FIX IT

  

  Business Response

  Date: 08/02/2024

  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. 

  We appreciate your loyalty to the Camel brand.

  
  

• Initial Complaint

  Date:06/11/2024

  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.

  Approximately 3 days ago - June 9th, 2024 - i purchased 3 cartons - Lucky Strike Kings 'Red' from the airport. I was surprised to know that there was something incredibly 'off' with the product - and is substantially different than what I normally purchase - even though it was the 'exact' ******* tried to make contact with customer service - beginning with 'chat with an expert' (they are not experts) - I was informed that i need to chat with someone else (maybe a different 'expert') - they gave me a phone number - I called it - they couldn't help me - then i get transferred to their 'parent' company, which is BAT - which is HQ in ** - and this immediately routes me back over to the ************ and it was an endless circle - that just continues into the abyss. All i am asking - is 'how' do I send these cartons back over to them - and how I can simply obtain an exchange. I cannot use this product

  Customer Answer

  Date: 06/21/2024

  The business customer service - info email / generic box responded with a copy/paste reply - informing me to call the toll free number but i replied to them (3rd time i received that generic message) and i informed them same thing over and over again - i already called that number and they did not resolve anything.  Its a bit of a joke.  They don't even work for rjr - they can't make decisions, they can't do anything, they can't even communicate with RJR - it is a downward spiral and a bit of a nightmare.  So yeah, no they have not contacted me.  I need help to resolve this.  

  

  Business Response

  Date: 08/02/2024

  We are sorry that this consumer is experiencing issues with our vapor product.After researching the consumer profile, we haven't received a call from the consumer. We are sorry that you are experiencing issues with our product.Please contact us and we will be glad to assist you. Our customer care number is ************** and is available Monday through Friday from 8:00a.m.until 10:00p.m. EST or Saturday.

  We appreciate your loyalty to the Lucky Strike. 

• Initial Complaint

  Date:05/31/2024

  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.

  I purchased two (2) 2-pod RJ Reynolds Vuse Vapor Menthol 1.8mg packs from a local Wawa convenience store on 3/2/24. I usually purchase this product every weekend. Three (3) of the four (4) vapor pods were defective. I contacted the manufacturer (Vuse) on 3/4/24 to report the issue. **************** representative took information and sent ***** a mailer to me to return the pods, which I received in 2 days and sent products to them. **** stated a check for $30.52 would be issued to my home address buy never arrived. Called back 3/18/24, 3/26/24, 4/2/24 and 4/10/24, with each time **** stated new check would be issued but never came. I contacted my legal service and they sent demand letter via **** and email, but no check or response. I have all email communication between Vuse and I, as well as documented call log.**** has acknowledged repeatedly that they would reimburse my expense for defective pods but never followed through. It has been two months. I am considering filing suit at local magistrate, however the filing fees exceed the amount I am seeking. This is why I am reaching out to you for assistance, to avoid legal action. This company could have and should have sent check ***** within a few days, just like the mailer they sent for defective pods to be returned. Please help!Thank you!

  Customer Answer

  Date: 06/11/2024

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

  
  

  

  Business Response

  Date: 06/13/2024

  We are sorry that this consumer had this experience with our product. On 5/31/24 a refund was processed for $30.32. The consumer received the refund check and cashed on 6/4/24. Attached is the document from our finance department. If you have further questions or quality concerns, we ask that you call ************** to speak with one of our representatives, who will be glad to assist you. Our hours of operation are Monday through Friday from 8:00 a.m. until 10:00 p.m. EST or Saturday and Sunday from 10:00 a.m. until 8:00 p.m. EST. We will be glad to assist you.
  
  Again, we apologize for the inconvenience and appreciate your loyalty to the Vuse brand.

  Customer Answer

  Date: 06/15/2024

   I am rejecting this response because:
  I contacted Vuse Vapor (RJ Reynolds) over a dozen times via phone calls (see picture of call log) and emails (see pictures of email correspondence), beginning on 3/4/24. They continuously stated a check in the amount of $30.52 would arrive but it never did each and every time until I took the following actions: demand letter from my attorney, complaint filed with BBB and ****** of ********* General. Only after the threat of legal action nearly 3 months later did a check finally arrive in the mail first week of June. And the check was for the WRONG AMOUNT! All documentation states $30.52, yet the check was for $30.32, A blatant slap in the face. Additionally, the company has offered NO, NONE, ZERO compensation/coupons/discounts/etc. for all of the time, aggravation, legal expense and mental anguish incurred as a direct violation of state law. Your business practices are unfair, unreasonable, and outright deceptive. Unfair, 
  unreasonable, and deceptive business practices are in violation of the Pennsylvania Unfair Trade 
  Practices and Consumer Protection Law, 73?201-1 et seq. I have been forced to expend a 
  considerable amount of time and energy on trying to get a refund for these defective pods when it 
  should be a simple refund....in the correct amount. 
  

  
  

• Initial Complaint

  Date:05/23/2024

  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.

  I contacted American Spirit Tobacco company on 8-29-2023 via email regarding a contaminated pouch of their tobacco. Upon opening this pouch I was punched in the face with a horrific smell of chemicals/plastic. I was told to call them. I tried over 20 times calling both their toll free numbers. Every time a recording came on and said "something went wrong, try again". I called to no avail. I explained via email I was unable to call them. I even sent them a video of me attempting to call their numbers. They refused to communicate w/me via email as to not incriminate themselves in writing and they continued to send me the same email to call them. I provided them all the info. regarding this tobacco, sent 6 emails over a 5 month period and spent hours of my time in this matter. I even called my landline phone company as to why I could not reach them by phone. On 12-8-23 I sent a letter along w/the pouch of contaminated tobacco to their **************** which they received on 12-14-23 per the tracking number. I asked them for a refund of the purchase price of this tobacco as well as the cost to send to them. I have been ignored and never heard back as it's now been 8 months since I first contacted them. No refund. It seems they do not care about their long term customers. I've spent thousands on their product. I had one other problem years ago when I found a white human hair 3/4 way down a can of their tobacco. This was not my hair. Gross! Obviously, they do not stand behind their products nor do they care about my experience and what ever was in this tobacco I sent back to them. I once thought this was the best tobacco on the planet. Not anymore. I now have zero trust in this company to do the right thing.

  Customer Answer

  Date: 06/02/2024

  I have not heard from the business in response to my complaint. I tried multiple times to resolve my issue with this business and even sent them a letter along with the product in question back in January. The tracking number shows they did receive it. It's now June, 9 months later. It seems they do not want to rectify the issue with their product. I hope they respond soon but considering how this has gone so far and the time that has past, I won't be surprised if they continue to ignore my issue and complaint. This is a simple matter of standing behind their product and doing what's right with their customers. Thank you for your time in this matter.

  
  

  

  Business Response

  Date: 06/06/2024

  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: 06/08/2024

   I am rejecting this response because: This company finally contacted me via email on 6-6-2024 and yet again I am asked to contact them via phone. No matter how many times I tell them I am unable to get through via phone, they still continue to say the same thing over and over again, (to call them). They also continue to say they need more information from me. I have given them all the information they needed not only via email but in a letter along with the return of their contaminated Tobacco product. I was ignored. They continue to give me the run around and continue to ask for information I've already provided. It seems they are not willing to remedy this situation. Shame on them!
  
  
  

• Initial Complaint

  Date:04/18/2024

  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.

  The Reynolds Company has continuously sent me coupons for $4.00 - $3.00 off a pack of their American Spirit Cigarettes. Despite following specific directions to validate their dollars off coupons they never ever work. Ive tried using them at various approved retailers and have now concluded (after two years of failures) that these coupons sent thru **** are a clear example of mail fraud also described as bait and switch. They encourage the consumer to drive to a retailer of their product under the pretense that they will save several dollars off of a single cigarette purchase, yet the coupons NEVER work. After two+ years of fraudulent coupon attempted usage, only to be informed the failure is something I have personally done wrong, I finally realized that this company is intentionally misleading hundreds of thousands of consumers without consequences. I believe it my duty to out this company because clearly, no one else has made complaints (likely blaming themselves for the coupon not working or feeling this type of complaint is trivial.I believe it is my responsibility to represent the other thousands of consumers in this complaint because I not only have the time available to do so but also have discovered the level of true deception this company has embarked on for the past many years.

  

  Business Response

  Date: 04/22/2024

  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. 

  We appreciate your loyalty to Natural American Spirits.

• Initial Complaint

  Date:03/11/2024

  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.

  Hello I have had a problems with mulit packs of the camel platinum cigarettes there have been holes in the cigarettes so they will leak i have contacted camel about this six times and been told i would be sent a voucher to replace all ******************************************************************* sent anything

  Customer Answer

  Date: 03/12/2024

  I called the 1800 listed on the website after speaking with a rep from the company and was told to call and was told there is nothing they can do 

  

  Business Response

  Date: 03/12/2024

  We are sorry that this consumer is experiencing issues with our product.After researching the consumer profile, we haven't received a call from the consumer. We are sorry that you are experiencing issues with our product.Please contact us and we will be glad to assist you. 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: 03/13/2024

   I am rejecting this response because:I have called many time and told there is a claim or complaint placed and then o hear nothing 
  
  
  

• Initial Complaint

  Date:01/31/2024

  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 entered a contest sponsored by Lucky Strike, who is owned by ***** Reynolds, called "American Originals Sweepstakes." It was basically a question/answer contest but it didn't matter if the answer was wrong or right as the entrant was automatically given an entry into the contest and I did this every day from the time the contest began, or very close to it, on 5/1/23 until I was notified by email that I was the winner of an instant cash prize on 12/4/23. I immediately contacted Lucky Strike by replying to the email as well as calling the number that was associated with the email and spoke with ******************************* on that day and several times after that day and I was informed that I was in fact a winner and I would receive my cash prize in the form of a check in the mail within 4 to 8 weeks from the day I was notifed I was a winner. As of 11:59:59 on 1/29/24 that time expired and I have not received my cash award. I sent ******* an email yesterday and informed her that she had 24 hours from the time I sent the email to get back to me with an explanation as to why I have not received my cash prize and that 24 hours has expired and she did not reply back to me so now I am moving forward with this formal complaint. I have saved all of the email correspondence between ****** and I as well as screen shots of the email I received informing me I was a winner of a cash prize. I followed all of their rules set forth in the contest so I expected them to follow their rules and honor my win. According to their rules and the time frames for the contest and the manner in which I was informed I was a winner as there were 2 methods, one was if a person won there would be an immediate notification on the screen reflecting that the person was an instant winner, that was not what happened to me, the other method was via email and those were the monthly $10,000.00 winners, and that was what happened to me. Please help me get my cash prize for being a winner in their contest, thank you...

  Customer Answer

  Date: 02/12/2024

  I have not heard from the business in response to my complaint. Not one representative from **** Reynolds, Lucky Strike or their contest department has bothered to contact me to resolve this issue. This is all on them for not following their rules which I followed to the letter. What is the point of sponsoring a contest if the sponsor is not going to award the prize to the winner/s of their contest. I enter contests quite often and when I have won I have always received my prize within a reasonalbe amount of time. This is the first time this has happened to me and I am not happy about. But you know what is funny, the other day I received an email from Lucky Strike informing me of their next contest and I replied to that email stating that when I receive my prize for being a winner in the previous contest I might consider entering your newest contest but I did not receive a reply to that. Thank you for all you are doing to help me with this issue as it is much appreciated.

  *******************************

  
  

  

  Business Response

  Date: 02/14/2024

  We sent the below email to ******* on 2/12/24

  Hello *******,
  
  Thank you for contacting us about the prize that you won.
  
  Fortunately, we have gladly confirmed for you that we do see your name on the list of winners. Congratulations! Your $25.00 instant cash prize was sent on or around 12/08/2023.
  
  We apologize for the confusion, inconvenience and delays, and we ask that you please contact the following phone number: ************.You should be able to get your questions resolved through them at this time.Their working hours are Monday through Friday from 7:00am to 7:00pm CST and Saturdays from 9:00am to 5:00pm.
  
  The prize agency should have your PID, your full name, the mailing address that was on file at the moment you won, your email address and the value of your instant cash prize.
  
  If you need any additional information,or have any further questions regarding the official rules or your winnings, we ask that you please contact our consumer careline directly at **************. Our customer service center is open Monday through Friday, from 8:00 a.m. until 10:00 p.m. EST, or Saturday from 10:00 a.m. until 8:00 p.m. We are closed on Sunday.
  
  Your patience and loyalty to Lucky Strike are appreciated. We hope you have a great day.
  
  ***********************************
  Consumer Care Team
  Engagement Center
  

  Customer Answer

  Date: 02/15/2024

  I am rejecting this response because: I received their email after I had replied to the email from the BBB asking if I had heard from them but I immediately replied back to them that they are wrong in their findings as to my prize. I really don't understand their confusion as it specifically states in their rules, the manner in which I was notified I was a winner and the timing in which I was notified I was a winner. I am a $10,000.00 winner. I read every word of their rules in their contest and I followed all of their rules while playing their contest and I understand all of their rules in their contest. I also told them in my reply that if and when I receive the $25.00 pre-paid debit card I would be mailing it right back to them. They need to do the right thing. This was their contest and their rules, not mine, and I followed their rules. Thank you, *******************************
  
  
  

  Customer Answer

  Date: 02/15/2024

  I never received the official notification that I was a $10,000.00 winner. I was waiting for the forms to arrive in an email to fill out that is required to indicate I am eleigible to receive the cash prize, in the form of a check in the mail, and I already sent you the screen shot from the email I recieved of the notifcation informing me I was a winner. However, it is specifically stated in their rules as to how a winner is notified by two different methods with one method being the words "instant winner" on the screen immediately after submitting the form in their contest, that is not how I was notified, and the other method being noified by email, that is the method I was notified and it's very clear in their rules. If you need or want me to send you their rules that I copied and pasted into a rich text document, which is very long and you have to read all of their rules, like I did, to see where the manners in which notification is done to the winners and the time period's of the contest, which were several during the entire contest, I can do that. But it should be very clear to them about all of this and why they are hesitating is I think they already awarded the $10,000.00 to other monthly winners and they realize they screwed up which is why they are now indicating I am a $25.00 winner. I will not let this big company get away with this, thank you...RME

  Customer Answer

  Date: 02/15/2024

  OK, I have already sent screen shots of the very first email I received from them informing me of my win and I attached those screen shots in my very ***** message to the BBB, images 1,2,3,4,5. One of the images is a message informing ******************************* that at the time my printer was not working which is why I took photos with my phone, uploaded those photos to my computer and then sent those photos to her as attachments and those screen shots are still in this message thread. What else can I provide you to prove I received the email. I now have a working printer and if you want me to print out the email, which will be 2 pages, scan the pages to my computer and then attach them to a reply back to you I can do that. Which would you like to proceed with, thank you, RME

  Customer Answer

  Date: 02/15/2024

  OK, this seems to be way too complicated, no offence. The images are right there in the message, What is so confusing. I am not trying to be difficult but I see them right there in the message so you must not be seeing them. Images 1jpg, 2jpg, 3jpg, 4jpg &5 jpg. You know what, this is ridiculous, you send me back the same exact message I first sent to the BBB along with the 5 attached jpg images and I can clearly see the 5 jpg images, in fact I can click on them and save them to my computer, I attached so to speed this up I am going to do what I suggested I do. I will print out the 2 pages of the original email I received from them informing me I was a winner as well as the email I sent to ******************************* informing her my printer was not working and I am taking screen shcots of the email I received informing me I was a winner and sending those to her. I will then scan those 3 printed out pages to my computer and then reply to your last message and attach the two images. If after I do all of this there is still confusion then I am done with the BBB and I thank you for all you have done...RME

  Customer Answer

  Date: 02/15/2024

  OK, this seems to be way too complicated, no offence. The images are right there in the message, What is so confusing. I am not trying to be difficult but I see them right there in the message so you must not be seeing them. Images 1jpg, 2jpg, 3jpg, 4jpg &5 jpg. You know what, this is ridiculous, you send me back the same exact message I first sent to the BBB along with the 5 attached jpg images and I can clearly see the 5 jpg images, in fact I can click on them and save them to my computer, I attached so to speed this up I am going to do what I suggested I do. I will print out the 2 pages of the original email I received from them informing me I was a winner as well as the email I sent to ******************************* informing her my printer was not working and I am taking screen shcots of the email I received informing me I was a winner and sending those to her. I will then scan those 3 printed out pages to my computer and then reply to your last message and attach the two images. If after I do all of this there is still confusion then I am done with the BBB and I thank you for all you have done...RME

  Customer Answer

  Date: 02/16/2024

  So I hope you received the images. I remembered something ******************************* and had told early in our emails and phone conversations. When I contacted her to find out what the next step was now that I had received the email informng me I was a cash winner in the contest she told me that i would find out how much I had won when I received the check in the mail. When she said check I knew right then that I was a $10,000.00 winner, She also told me that the amount of the win was not going to be revealed to me in a follow email. Now according to their rules and the manner in which I was notified by email  I knew I was a 10K winner because it states that in their rules. The winners of the $25, $50 and $100 pre-paid debit card were immediately notified on the screen in the contest website with "instant winner" and I have stated several times that is not the manner in which I was notfied. It also states in their rules that the monthly 10k winners are notified by email and that is the manner in which I was notifed I was a winner as you can clearly see in the images I sent to you. This is not rocket science. They made the rules, I followed their rules and now they are not honoring my win according to their rules. I really don't have anything more to say about this so I hope you are able to straighten this out with them, thank you you...RME

  

  Business Response

  Date: 03/21/2024

  The copy in the email indicates he won an instant cash prize and is eligible for entry into the monthly $10K grand prize. It does not say that he won the $10K grand prize. I attached a copy of the proof.

  Customer Answer

  Date: 03/21/2024

   I am rejecting this response because: I really don't undertand their confusion. They create a contest that I entered every day and then one day I recevied an email informing me I have won a cash prize. Bottom line here is according to their rules, that I followed to the letter, the manner in which I was notified, via email, and the time frames set forth for the contest, it's in their rules, I won the $10,000.00 monthly prize. Exactly what is their problem with all of this. I send them, and you, the images of the email I received from them and they send the same email images back to you indicating it doesn't state I am the $10,00.00 winner. Nowhere in their rules does it state that when the winner is notified, via email, that it will specifically state the amount of the win in the email. This is what is called circular illogic. They do not want to accept the fact that they screwed up on awarding me the monthly prize so they will continue to deny I won it. This is utterly ridiculous. I have provided all of the required information to them, and you, to prove I am the monthly winner of $10,000.00 but they probably awarded it to somebody else and they don't want to admit they screwed up. I don't know what else I can provide to prove my case other than what I have already provided. If I had won any other prize there would have been these exact words, "instant winner," on the screen right in front of me after I submited my answer to the question that it does state in their rules, but it did not show up on the screen. I was nootified by email, which it states in their rules is how the monthly winner is notified. A 6 year old child understands this better than the people who created the contest and created the rules. I have already stated all of this information so many times and I am really tired of stating anymore. They are apparently not going to honor my win, which I figured would happen when they did not want to communicate with me, so I think the only option left for me to do is take them to court. However, if they want to avoid this becoming a legal matter then I highly suggest that they admit their mistake, award me the $10,000.00 and move on with their lives. That is all I have to say. Thank you ******* for all the time you have put into my complaint.

  *******************************
  
  

  
  

• Initial Complaint

  Date:12/21/2023

  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.

  I’ve been buying vise alto pods for 4 years now, over the past 4 years the quality of the pods have decreased significantly, I used to buy one pack of two pods every week, now I buy a two pack every two days, 99%of the time the pods are leaking or spitting juice into your mouth or just burning. Over the past year every pack of pods I have bought has had at least one leaky pod. They do this so that you have to buy them more often and spend more money. So I’m asking for a refund for at least the past two years when the quality has taken a nose dive or you can send me two years worth of good quality pods that I have paid for. I’ve attempted to reach out to y’all numerous times over the past two years and y’all haven’t reached out not once. This is highly unacceptable for the amount of money I pay yall. 3 packs a week at $17 a pack. So y’all do the math.

  

  Business Response

  Date: 12/21/2023

  
  We
  are sorry that this consumer is experiencing issues with our vapor product.
  After researching the consumer profile, we haven't received a call from the
  consumer. We are sorry that you are experiencing issues with our product.
  Please contact us and we will be glad to assist you. Our customer care number is
  1-877-614-VUSE (8873) and is available 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.

  Customer Answer

  Date: 12/22/2023

   I am rejecting this response because:
  
  
  
  
  I tried to call them and Patrick refused to help or transfer me to a supervisor. This is unacceptable. 

  

  Business Response

  Date: 01/03/2024

  We are sorry this consumer is upset. We don't have a record of
  this consumer contacting our Engagement Center under the information provided.  To better serve you, we
  would like to speak with you personally to resolve this matter. Please call us
  at 1-877-614-Vuse (8873) 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. We appreciate your loyalty to the Vuse brand.

  Customer Answer

  Date: 01/03/2024

   I am rejecting this response because:
  
  
  
  
  I’ve reached out to via email and by phone and they just hang up and won’t email that. I will be reaching out to courts now to escalate this issue since the company isn’t willing to cooperate 

• Initial Complaint

  Date:12/18/2023

  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 used to own a business and had a rebate program with RJ reynolds. These checks listed below were never sent to me and today I learned that they were sent to the Texas comptroller. I am unable to get these checks from Claimit as I had dissolved the business. I would like RJ reynolds to reissue these checks to my current address so that I can access these funds. My corporation was *** ******* and I am the sole owner of the business.

  

  Business Response

  Date: 12/20/2023

  We understand that you may be experiencing issues with
  your retail payments and we want to sincerely apologize for any inconvenience this
  has caused. We are committed to resolving this matter efficiently and
  effectively for you.
  
  To address any concerns or queries regarding retail
  payments, we encourage you to reach out to our Aimpay hotline at 1-800-974-2227
  or email us at ************************. Our dedicated team is ready to assist
  you and provide the necessary support to resolve any payment-related issues.
  
  Please do not hesitate to contact us at your
  earliest convenience, and we will do our utmost to ensure your retail payment
  inquiries are promptly addressed.