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Business Profile

Tobacco Manufacturers

R.J. Reynolds Tobacco Company

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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    Customer Complaints Summary

    • 76 total complaints in the last 3 years.
    • 25 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/28/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 received an email offer for $2.50 off a pack of any pack of ******* cigarettes. I clicked claim offer. Upon logging into my account with *******, I only have one coupon available and it is for $1.00. This is clearly false advertising and I want the company to follow through with what they promise. This is not the first time I have received this email and had the same issue. I also have peers who have experienced the same thing multiple times.

      Business Response

      Date: 11/29/2023

      We are sorry
      that you are experiencing issues with their ******* coupon. Please
      contact us and we will be glad to assist you. Our customer care number is 1-800-341-52111. 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:11/11/2023

      Type:Product Issues
      Status:
      Answered
      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.
      On oct 31 November 6 and November 8 I purchased coho and every pack had over 15 cigarettes that contained small little holes and had to be discarded I called the camel one 800 number requesting replacement packs as pay $9.80 a pack in an able to use any of them and I was told my complaint would be passed along, but I was not offered any coupons or replacement packages

      Business Response

      Date: 11/16/2023

      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 1-800-341-52111. 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:11/09/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Selling faulty products via retail gas stations and smoke shops, and only offering bogo coupons as compensation. However, I tried using these coupons at 10+ retailers, and not one in a 30 mile radius of me would accept them. Not to mention customer support agents refuse to pass my case to higher-ups, and flat out hung up on me twice.

      Faulty products include both oxidated vape pods and battery units that on average, last maybe 2-3 weeks.

      Scandalous activity worthy of a class-action lawsuit, as I'm sure I'm just one of thousands scammed.

      Business Response

      Date: 11/09/2023

       We are sorry that
      this consumer had this experience with our product. We do have a quality
      control team that works diligently to have the best quality products available
      for our consumers. After researching, I was able to confirm the consumer
      reached out to our consumer care team on 9/12/23. The consumer was
      appeased 3 coupons for their inconvenience. For additional assistance, we would like to speak with you personally. 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.

    • Initial Complaint

      Date:09/26/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 continues to solicit me and my family after I requested them to stop sending me mail multiple times. I requested to be removed from the system and to stop contacting me, and they refuse to remove me without providing personal billing information.

      Business Response

      Date: 09/27/2023

      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 shouldn’t
      receive any more communications. We appreciate the consumer reaching out and
      again we apologize for the inconvenience.

      Customer Answer

      Date: 09/28/2023

      Better Business Bureau:



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

    • Initial Complaint

      Date:08/28/2023

      Type:Product Issues
      Status:
      Answered
      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 am a faithful consumer of your vuse alto and pods but in the last year or so i have purchased faulty burnt tasting pods. The stores wont take them back once the package is opened. I am a hard working women who budgets her money to be able to get the things i want whichi ncludes buying your product. I think in a good faith gesture it would be only right to at least reimburse me for at least a couple of 4 pack of golden tabacco 5 mg to replace the bad ones i have bought. Thank you

      Customer Answer

      Date: 08/29/2023

      I have bought several vuse pods that were defective and wouldnt smoke in my vuse alto and once the package is opened the store will not take it back

      Business Response

      Date: 08/29/2023

      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. We appreciate your
      loyalty to the Vuse brand.

    • Initial Complaint

      Date:07/31/2023

      Type:Product Issues
      Status:
      Answered
      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 the business many times I purchased one carton of camel platinum ultralight cigarettes 6 to 8 packs in that carton each cigarette had tiny little holes in the entire cigarette I was promised by the camel cigarette company two vouchers for two free cartons and still have yet to receive that this issue stems from March 2023

      Business Response

      Date: 08/02/2023

      We are sorry
      that you are experiencing issues with our product. We have no recent record of this consumer contacting us. The only record we have is on 11/22/22. Please contact us so we can
      help you with an appeasement coupon or refund. Our customer care number is 1-800-341-52111. 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: 08/03/2023

       I am rejecting this response because: I have called many times and been told once my accct did not exist one time I sat on hold for over an hour and the other time I was told that they don’t have any record of my Cole another time I was told someone with contact me and never contacted me I will be much appreciated if the coupons could be overnighted or FedEx somehow or even fit electronically or a refund processed I tried calling again once today and was on hold for over 35 minutes 





    • Initial Complaint

      Date:07/05/2023

      Type:Product Issues
      Status:
      Answered
      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 called several times about faulty product replacement. Twice I've been promised replacement. The replacement never came. When I asked how they might respond to the Alto power unit that flashed will using it and burning my lip. They hung up on me. I then emailed customer service and asked for replacing my Alto products with Vibe products. They never responded. I'm surprised. I would expect be customer service.

      Business Response

      Date: 07/10/2023

      We are sorry this consumer is upset. After
      researching this consumer's profile, we see the consumer contacted our Consumer
      Engagement Center on 5/30/2023. The consumer threatened legal action. Due to
      policy, we can no longer speak with this consumer. We are happy to speak with his
      attorney.

      Customer Answer

      Date: 07/10/2023

       I am rejecting this response because:

      I dont recall threating legal recourse.   it is something I wouldn't do.  I simply want to replace thew 5 alto Alto power units with Vibe units and several cartridges.  I withdraw my request for Alto replace cartridges that were bad.  I was told this would be done but it never was.  Which is fine.  It was after this the Alto power unit failed.  edh

    • Initial Complaint

      Date:06/20/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      On the 31st May 2023 I placed an order for 6 boxes of Vuse refill, with Vuse SA. I was promised it would be delivered on the 2nd June 2023. When I followed up, all tracking did not track, by the 5th I called the Courier company myself and they said that they had not received it yet and Vuse SA was being untruthful.

      I followed up everyday, Vuse SA refuses to respond or get back to me, the Courier called again, and now had the product, but despite my requests to have it delivered it never came, I was home and received other orders from the same Courier service, so I don't understand what the issue is or was? After phoning and emailing, and Vuse SA still not updating me or getting back to me, on the 7th June 2023, I requested a refund and for the head of Customer Service to contact me. I suddenly now got a response, I was informed that they can only refund me once they receive the products from the Courier.

      Today is the 20th June, no one has contacted me, not one email or call, yet tracking shows they received my order back the 8th June 2023. Im still waiting for head of Customer Service to contact me.

      I have never experienced such bad service in my life. Locally or internationally, and I work with international clients. Vuse SA has taken my money and not given me the product or refund till date. No follow up email and no contact from head of Customer Service which seems to be a big occurrence in SA from the online complaints I read.

      I would expect Vuse to have better Customer Service on a International level than our local or its international competitors.

      I loved this product but now questioning its quality. Vuse SA has not been truthful in this whole process and clearly above anyone or everyone to even apologise or fix a situation.

      Business Response

      Date: 06/22/2023

      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. We appreciate your
      loyalty to the Vuse brand.

    • Initial Complaint

      Date:06/12/2023

      Type:Product Issues
      Status:
      Answered
      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 bout a vuse pod paid 8 something for one pode which is way to high price, but it was leaking so I took it back they said I couldn't get a different one or money back so I had to buy a whole new one which is delicious.

      Business Response

      Date: 06/13/2023

      We are sorry this consumer had an issue with our VUSE product. We are happy to assist in a resolution to this issue. Please contact our Engagement Center at 1-877-614-8873. We appreciate your loyalty to VUSE Brand.

    • Initial Complaint

      Date:05/06/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      VUSE pods that are not consistent with Golden Harvest 5.0 portrayed in packaging and sold to consumers are burnt pods that have sat on shelves for more than a year. Complaints to RJR do not appear to help. Vaping device doesn’t work more than a month or longer, requiring purchase of another device.

      Business Response

      Date: 05/08/2023

      We are sorry this consumer has experienced an issue with our product. We are happy to resolve the issue if the consumer will contact our agents at the Engagement Center. We are required to confirm the consumer is 21+ before we can send appeasements or refunds. For further assistance please contact us at 1-877-614-8873. We appreciate the loyalty to the Vuse Brand.

      Customer Answer

      Date: 05/10/2023

      Better Business Bureau:



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

    R.J. Reynolds Tobacco Company is BBB Accredited.

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