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 has 7 locations, listed below.

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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:04/09/2023

  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 vuse alto cartridges for about 3 years now. I always buy the 4 cartridge packs of 5 mg since it’s the best value for the price. Usually purchase 2 packs a week on the weekend to have ready for the work week. i purchase them at the ******* on ******* and soscol in ***** ** by my house. Over the last year, the quality of the cartridges have gone down the drain. Not to exaggerate but for every 4 pack I buy, one cartridge is almost always dead. It just does not work. I try with multiple batteries to confirm and it’s just a dud as I call it. I am constantly purchasing new batteries as well so it’s 100% not a battery issue as it will work just fine the other cartridges in the pack. I’ve been saving all these duds and now I am just sick of spending this much money and just basically loosing every time I buy them. I called vuse and the lady I spoke to was really nice and apologetic and said she has heard this happening often but the only thing she offered was coupons for buy one get one free. Which means I would have to buy one at full price to get one free. The whole point of me buying the 4 packs is not to pay the full price. I’m done with this company and products. Not only are the cartridges not working out of the box fresh but multiple times they stop working when they are still half full or more. Just wasting my money. I am not going to switch to any other vuse product either I am just done. Don’t think it’s fair that I’ve lost so much money up to now. I am including pictures of the cartridges. There is a total of 128 duds. Half are brand new that never worked out the box and the other half the ones that stopped working. I pay roughly $32 for the 4 pack so that comes out to $8 a pod. If I do my math correctly that’s $1,024. I don’t want any coupons nor do I want any replacements I am 100% done with this company and the crappy products and batteries that die after not much use. I just want to be reimbursed in money for the defective products. Cash

  

  Business Response

  Date: 04/14/2023

  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
  1-877-614-8873. We appreciate your loyalty to the Vuse brand. 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:03/13/2023

  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 contacted the vuse company , they sent me an envelope to send back the pod, I sent back the pod and they promised me a refund of $23.99, it is now been three months I have not received it , these are expensive I expect them to work , I was promised a refund and never received it

  

  Business Response

  Date: 03/16/2023

  We are sorry this consumer is upset. We don't have a record of this consumer reaching out to us requesting a refund for $23.99.  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.

• Initial Complaint

  Date:03/12/2023

  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.

  Bought a four pack of pods 3 were brown the only light one was leaking all over! So sick of spending all this money for pods i cannot use and the company wants me to send the pods in and wait 2 weeks to process a coupon!

  

  Business Response

  Date: 03/14/2023

  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.

  Customer Answer

  Date: 03/14/2023

   I am rejecting this response because:
  
  
  
  
  I have contacted customer service and it got me no where

  

  Business Response

  Date: 03/15/2023

  We are sorry this consumer is upset.
  We don't have a record of this
  consumer 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.

• Initial Complaint

  Date:03/10/2023

  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 have used this product vuse pods for years and for the last 2 years it has been a problem getting pods that are not burnt and stale tasting and most of all the leakage from the product I use the golden tobacco 2.4 and I'm sick and tired of wasting the money on pods that are not useable and I have to throw them away. I just paid over 16 dollars for 2 pods from *****y's and they both leak. This happens so much I feel this product should be taking off the market until they can rectify the issue. I would advise any user or someone thinking of buying this product don't you will not be satisfied.

  

  Business Response

  Date: 04/25/2023

  We are sorry that this consumer is having issues with our product. After researching this consumer in our database, I don't see that they have reached out to our Engagement Center and spoken to one of our associates about their issue with the product. In order for us to offer appeasements or refunds, we need to gather information from the consumer. And, as required by Law, we will need to ensure that we Age Verify and signature certify prior to sending either appeasement coupons or refunds. If the consumer will please call our Engagement Center at 1-877-614-8873, we will be happy to resolve this issue. We do appreciate their loyalty to the VUSE Brand.

• Initial Complaint

  Date:03/08/2023

  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.

  This company has absolutely no quality in its production. I have purchased numerous liquid pods that leak, are discolored and taste awful, and do not work. I have complained numerous times, and they offer you two-four coupons that take weeks to get delivered. The price consumers pay for this product and the quality do not match. Simply look at the Facebook comments, and the reviews they receive. They are ripping off consumers and I am beyond upset. Two weeks in a row I purchased products, and both times half of the liquid is gone from a leaking cartridge! I want action, and I want them to correct these issues!! When you spend $25 for two liquid pods, and they leak, don’t work or taste absolutely awful that is wrong. With the economy the way it is right now people can’t just throw out $25-$35 when the product doesn’t work properly; or wait 2 weeks for a coupon. They never offer to reimburse you for your purchase, and they argue that the discoloration doesn’t cause it to taste different. If your product does not meat expectations then you offer an immediate refund. They also question where you purchased it, and if you have the receipt. They make you feel like you are lying, and they make you feel as if you are to blame. I will leave comments and reviews anywhere and everywhere possible about this product, and it’s awful quality!

  

  Business Response

  Date: 03/21/2023

  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.
  

  Customer Answer

  Date: 03/21/2023

   I am rejecting this response because:
  
  
  
  
  I am not calling your customer service and waiting for weeks for a buy one get one coupon. 

• Initial Complaint

  Date:03/01/2023

  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 purchased vape pods from a local retailer. Initially, each time I received a pod with that had a stale acrid taste I would discard it. After multiple purchases of 4 packs with discolored & acrid tasting pods I began returning them to the retailer. Each time I made a purchase I would open the pack in front of the cashier so someone would see how bad the pods were right out of the box. Shortly after making multiple returns I was notified by the retailer that the company wants the consumer to return them directly to RJ Reynolds.
  In December of 2022 I contacted vuse directly & was instructed to send back the 3 stale pods in the original package by a customer service representative once a shipping envelope & label were sent to me. I was also told within two weeks of my return a refund would be issued. I’ve contacted the company 4 times and keep getting the same story. My refund is either lost or misplaced and my request has to be escalated for further action. I cannot speak with a supervisor or anyone other than whoever answers the call. Each time, my name addresses phone number and email address are confirmed. Each time I end the call with no information other than the nonsense I just stated.
  I’m frustrated with their lack of communication, they’re dishonest and evasive. The $12 refund is nothing compared to the amount of product I’ve thrown away. But to disregard even that one refund is ridiculous. I don’t know what to do at this point.

  

  Business Response

  Date: 03/10/2023

  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:02/12/2023

  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.

  3 out of 5 pods are dark brown and stale They taste terrible. I have to throw them away. Some gas stations are catching on and letting me check the boxes because they said they are going to stop carrying the product anyway due to so many complaints about it. There is not expiration date, and they are too expensive to buy bad pods.

  

  Business Response

  Date: 02/13/2023

  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:02/11/2023

  Type:Delivery 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 placed a mail order 12/11/2022 and no tracking updates were provided after 12/19/2022, it just said the shipment was pending. I contacted the company several times and was told they would check with the carrier on status. No updates despite numerous requests. I asked for a refund and was told I had to wait until the investigates with the carrier. No updates. Spoke with a manager 1/19/2023 and he told me he would issue me a refund immediately by check. I still have not received reimbursement. This company owes me $122 and the issue has been going on for two months now. I need help.

  Customer Answer

  Date: 02/22/2023

  RJ Reynolds and Vuse have not resolved this issue. I still have not received a refund for my order which was placed over three months ago on 12/11/2022. This company owes me $122 for vuse vapor products which were not delivered. I was told a refund was issued 1/19/2023 and have never received it. I’ve contacted them a total of seven times to resolve this order. 

  
  please help! 
  

  

  Business Response

  Date: 04/24/2023

  We are sorry this consumer has had a bad experience with our product. We don't see that the consumer has reached out to our Engagement Center for a resolution to the issue. We are happy to assist in this matter. We need the consumer to contact our Engagement Center at 1-877-614-8873. We are required to age verify and signature certify prior to sending any refund or appeasements. We appreciate their loyalty to the VUSE Brand and look forward to working to resolve their issues.

• Initial Complaint

  Date:02/08/2023

  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 bought the golden tobacco vise alto pods several times over the past 2 years because I’m a dedicated customer but I’ve been receiving these burnt tasting pods. I’ve contacted vise customer service to no avail all they do is offer me a coupon for percentage off my next purchase when that’s not right I’m losing hundreds of dollars every few months because of the bad pods because most stores won’t take them back

  

  Business Response

  Date: 02/09/2023

  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.

  We appreciate
  your loyalty to the Vuse brand.

• Initial Complaint

  Date:01/24/2023

  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 am submitting this complaint in regards to R.J. Reynolds Vuse Alto pods. I have used the Vuse Alto for 3 or 4 years. Over the last year and a half, I usually purchase two 4 pod packages of the Golden Tobacco flavor. These cost about $24 each. I have contacted the company to make complaints on a few occasions and they issue coupons usually only for 2 two pod packages. The packs usually have at least 2 bad pods, the liquid should be a golden color but these are brown. If you use them, they quit working more than halfway through! I am looking for an alternative to the Vuse Alto because of this problem. It makes no sense that the quality became so poor. When I started they were usually all the clear golden color that they should be. The company is not really helpful and you cannot be reimbursed by the store you purchased them, due to their supplier's return policies. Their supplier is most often a company by the name of ******. This is something that consumers and retail units needs to be aware of since these companies such as R.J. Reynolds/Vuse are really taking advantage of their customers at this point.

  

  Business Response

  Date: 01/28/2023

  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.