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

• 

  R.J. Reynolds Tobacco Company

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

• 

  R.J. Reynolds Tobacco Company

  PO Box 834039 Richardson, TX 75083-4039

• 

  Santa Fe Natural Tobacco Co.

  1 Plaza La Prensa Santa Fe, NM 87507-9702

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:01/23/2023

  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.

  Order placed 12/13/2022 for 12 boxes of Vuse Vibe Pods
  Carrier has the package according to tracking info. Cannot track package once the carrier has it unless it is on a container at sea.
  Still have not received package or refund of 157.91
  I have called customer service twice and they have "escalated" my order and will let me know as soon as they hear from the carrier! One cs person sent a list where I could purchase pods locally, upon going to these stores they are either closed permanently or say Vuse is a terrible company and they can't get their product either. Super bad representation for RJReynolds!

  

  Business Response

  Date: 01/24/2023

  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.

  The consumer has been notified via email that her order
  ********* will be delivered this Friday January 27, 2023

• Initial Complaint

  Date:01/19/2023

  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.

  Dear Better Business Bureau,
  
  I am writing to file a complaint against the R.J. Reynolds Tobacco Company regarding their faulty Vuse e-cigarette (Pod) product line. I have been a customer of Vuse for several years and have experienced increasing issues with their Pod products.
  
  Over the past 6 months, >70% of the Pod cartridges I have purchased have been unusable due to a caustic, burnt flavor and/or leaking cartridge. Tobacco products are neither exchangeable nor returnable at the venues from which I purchase Vuse products. This has resulted in a personal expenditure of more than $956 on unusable Vuse Pods.
  
  On November 29, 2022, I contacted Vuse customer service to address my concerns and, after 21 minutes, I was told I would be issued a number of "Buy-One-Get-One-Free" coupons. In theory, this would have remediated some of my losses if Vuse had also taken measures to address the quality of their Pods. The quality of the cartridges, however, has gotten worse. Now, on average, only 1 out of every 8 Pods is usable. If I purchase a 4-pack for $39.18 and received a free 4-pack with my coupon, I am still at a net loss of $34.28, ongoing, with no retribution for previous losses incurred.
  
  Additionally, only one of these coupons has been honored as valid despite multiple attempts to redeem these coupons at multiple venues.
  
  I am extremely disappointed in the increasingly poor quality of Vuse e-cigarette Pod cartridges despite Vuse's awareness of quality-control concerns, and also disappointed in the lack of customer service related to rectifying and mitigating consumer losses - both past and ongoing.
  
  I would like to request a refund of $956 for the faulty products I have purchased. Attached you will find photos and receipts to substantiate my refund request.
  
  Thank you for your time and consideration.
  
  Sincerely,
  ******* ****

  

  Business Response

  Date: 01/20/2023

  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 11/29/22. The consumer was appeased 2 coupons
  for their inconvenience. For any additional complaints, 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: 01/20/2023

   I am rejecting this response because: The coupons I was issued are not comparable to the $956 in personal losses due to faulty cartridges - These coupons are largely not accepted by Vuse retailers and, as previously stated, the one coupon I was able to successfully use still resulted in a personal loss of $34.28 due to consistently unusable product: Of the 16 Pods I have recently purchased, only 3 were usable. (See attachment). The only acceptable mitigation would be to receive product that has been individually inspected for quality assurance, or a refund of $956 for the unusable product pictured in the attached documentation. Regarding the statement of quality control, there are more than two dozen complaints on this forum alone related to the same issue of Pod quality dating back as far as August of 2021. 
  

  

  Business Response

  Date: 01/23/2023

  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:01/18/2023

  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.

  It seems as though this has been brought to RJ Reynold's attention multiple times, yet not once do I see them addressing some sort of product resolution. So, I am writing to say that as a Vuse customer for over 4 years, I have only recently begun seeing a lack of quality in the items I am purchasing. Often I find that packaging that is still wrapped in cellophane is old and outdated. Vuse changed their packaging during the Covid shutdown (assumedly due to a plastic shortage) and if you happen to get an older package (in cellophane) it is guaranteed to be stale. Please let me know how you intend to solve this problem. Based on previous responses, you have assured us you have a quality check team, but maybe your quality check team needs a quality check team for themselves? Regardless, I am not looking for coupons, or a refund. I am looking for a product that will continue to satisfy, not dissatisfy.

  

  Business Response

  Date: 01/20/2023

  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:01/16/2023

  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.

  For months, I have had to have cashiers open, check, and replace the burnt pods before purchasing them after wasting too much purchasing products that are defective #BURNT#; (out of 4 pods in a pack, you will be lucky to find one that is truly clear as it is SUPPOSED to be).
  At the end of Dec '22, I was informed that as of Jan 1st 2023, they were no longer permitted to open and replace the pods and that future issues would need to be taken up with Vuse directly.
  Today Jan 16, 2023, I purchased a 4-pod pack at the cost of $25.49, upon opening it, I found 3 severely burnt pods and one that was also burnt but not as bad.
  I called the customer service number, gave them all the details, and was told to expect a prepaid return pouch via FedEx within 2 days and that my refund check would follow within 2 weeks via regular mail.
  To me, that makes no sense; if the consumer trusted you to provide quality products and you fail to do so, the onus is on the company to put it right without making the consumer jump through hoops to reclaim their money.
  I do not understand how this company is still being allowed to operate considering they knowingly and intentionally distribute and push defective products onto consumers and then make the resolution a long drawn-out process maybe hoping consumers will get frustrated, and give up allowing them to make more money to hell with the consumer.
  R. J Reynolds' disregard for Good Manufacturing Practices must be held accountable as this is very clearly a continuous pattern of behavior and as I told the rep before getting hung up on, I was taking notes and will be referring the matter to the FTC, and the Federal and State AG's office. I am aware that a lot of VUSE products have been banned by the FDA, maybe it's time for them to look into these burnt Vuse Alto Pods as who knows what other additional dangers they pose.

  

  Business Response

  Date: 01/20/2023

  We
  are sorry that this consumer had this experience with our product. This consumer contacted our
  call center on 1/16/23 and on 1/20/23 a
  refund was processed for $25.99. The consumer should receive the
  refund check within 1-2 weeks.
  If you have further questions
  or quality concerns, we ask that you call 1-877-768-7123 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.

• Initial Complaint

  Date:12/23/2022

  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 already have a complaint filed with the company. So I decided to get more pods. Two different gas stations, same result. 6 bad pods. I spent over 50 dollars today for garbage. They are defective, burnt, and or not usable. This is unacceptable. Do they even have a quality department at RJ Reynolds? For them to put product like this out for sale is unacceptable. Like I said 50 dollars down the drain. They are set up where you have to call jump through all kinds of hoops to get a refund. This is also unacceptable. I’d like a formal complaint executed, and something to be done. I would like a refund of all monies paid for this garbage.

  

  Business Response

  Date: 01/20/2023

  We
  are sorry that this consumer had this experience with our product. On 12/23/22
  we issued this consumer a refund of $20.34. The consumer should receive the
  refund check within 4-6 weeks.
  If you have further questions
  or quality concerns, we ask that you call 1-877-768-7123 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: 01/23/2023

   I am rejecting this response because:
  
  
  
  
  I sent in more than 20 dollars of pods in that package I sent to the company in the paid envelope. I spent almost 75 dollars at three different gas stations. 

  

  Business Response

  Date: 01/24/2023

  We are sorry that this consumer is experiencing issues with our vapor product. We have researched the consumer profile; we see that the consumer called us on 12/23/22 and we responded by issuing the consumer a refund for $2.34. . We haven't received any additional calls from the consumer just this one interaction. We are happy to refund the consumer if he will contact us to give us more information on his current product issue. 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:12/19/2022

  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 been calling about this matter with my refund to the company since May 2022, I had went through BBB for help because they didn’t send a refund. Then when you got involved they stated they would send it and they have supposedly sent it twice now but still I have not received my refund of 136.00. They sent me an email on 09/15/2022 stating it would take two to four weeks we are now in December and still I have not received a refund. If you can please get involved again and have this refund sent Next day Air. This is out of hand this company needs to be fined or something. I buy 4 pod packs from the store and almost every time I open the box there are 2 good pods and 2 very dark and disgusting pods that are not able to be utilized. They state there’s nothing wrong with the dark ones but as a tobacco user they’re harsh and stale. Please help me with this matter I’d really appreciate it.

  

  Business Response

  Date: 12/27/2022

  We discovered a processing error that
  caused certain refund checks to be returned. We have since resolved this issue
  and reissued a refund for $136.00 on 12/23/22 the refund which will arrive in 1-2 weeks. 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. Again, we apologize
  for the inconvenience and appreciate your loyalty to the Vuse brand.

  Customer Answer

  Date: 01/06/2023

   I am rejecting this response because:
  
  
  
  
  

  Yes I have plenty of times and I get same results that there looking into it and they will escalate the issue but I still have not received my refund it’s a joke that is bad business there doing they need to be issued a fine or something because I’m not the only person that’s had this problem you can see it on the reviews on your website.

  
  

  

  Business Response

  Date: 01/17/2023

  We discovered a processing error that
  caused certain refund checks to be returned. We have since resolved this issue
  and will be re-issuing the refund which will arrive in 2-4 weeks. However, we
  need to verify that the address we have on file is correct. 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. Again, we apologize
  for the inconvenience and appreciate your loyalty to the Vuse brand.

  Customer Answer

  Date: 01/24/2023

   I am rejecting this response because:
  
  
  
  
  

  This is the same results I’ve gotten for months now since I’ve been waiting for the refund from may 2022, they have the correct address on file it’s ** ********** *** *** ******* ** *****, I’m sorry this is ridiculous I know once again I will not be receiving the refund again because back in December when I filed the complaint with BBB and they said I’d receive it in 1-2 weeks now this email is stating 2-4 weeks now, knowing the issue is being prolonged again why isn’t a overnight check or a 2 day mail check being sent? This company is a joke, fraud, pathetic there putting out bad product in the box and you don’t know until you open the package which is to late because the store won’t take it back because the stores been having ongoing complaints and tell me to contact the company, it’s sad I have to keep getting in contact with the BBB to get an actual response from their higher ups because by phone it’s a waste of my time when there’s no solutions. I really hope I receive it this time but I won’t keep my hopes up because I know there going to have the same issue again I’m sure of it! Thank you BBB once again for your time hopefully this time will have to be my last time to contact you with a complaint about RJ Reynolds’s company! I really hope I receive this refund!

  
  

  

  Business Response

  Date: 01/28/2023

  We are sorry this consumer is upset. As stated, his refund was processed and will receive it soon.

  Again,
  we apologize for the inconvenience and appreciate your loyalty to the Vuse
  brand.

  Customer Answer

  Date: 02/06/2023

   I am rejecting this response because:
  
  
  
  
  

  This is what they sent me on 01/08/2023 and still I have not received my refund this is getting way out of hand! They need to stop being cheap and overnight me a check by the time I get my refund it will be a year since my complaint was submitted! 

  Sent from my iPhone

  
  Begin forwarded message:

  From: VAPOR ********************
  Date: January 8, 2023 at 5:02:41 PM EST
  To: ***********************
  Subject: Refund Check

  Hello ******,
  
  Recently we discovered a processing error that caused certain refund checks to be returned. We have since resolved this issue and will be re-issuing the refund which will arrive in 2-4 weeks.
   
  Please contact us with any questions or concerns.
   
  Thank you for your patience.
  
  Regards,
  
  Engagement Center
  

  Customer Answer

  Date: 02/13/2023

  Hello **** I still have not received my refund from R.J Reynolds’s company and it’s been over the time they said it was supposed to be issued this is getting out of hand. This check should have been overnighted by now since now I’ve been waiting almost a year can we escalate this issue so I can receive my refund?

  

  Business Response

  Date: 04/21/2023

  We are sorry this consumer has not received their refund. After researching this incident it was determined that the address on file was incorrect. The refund check has been processed twice and was returned to us as undeliverable. We will reprocess the refund and send to the updated address on file. Our Engagement Center will be sending an email to confirm the mailing address. The refund will be processed again and it should arrive in 2-4 weeks. We apologize for any inconvenience. We do appreciate this consumers loyalty to the Vuse Brand.

• Initial Complaint

  Date:12/15/2022

  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.

  Re: BAD VISE ALTO PODS. WHEN WILL RJ REYNOLDS CORRECT THOS PRODUCT?
  Clear liquid always good no issues. Tinted liquid colors are bad tasting after only a dozen or so puffs. Darker the liquid you are assured to have a severe burnt flavor quickly which I return to RJ Reynolds. How long is it going to take for Vuse Pods to be corrected. Quality control is NOT there! See photo. In this pack 3 will definitely be returned and only one good one!

  

  Business Response

  Date: 12/16/2022

   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 9/9/21. The consumer was refunded $22.95. 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.

• Initial Complaint

  Date:12/06/2022

  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 attempted to opt-out of all mailing lists or communication from your company and its affiliates. Yet, I continue to receive mailers. Please take me off your mailing list. Do not share any of my personal information with any third party. I am requesting this be taken care of through this complaint as it has not been done previously, and this is notifying your company in writing. No further communication from myself or your company or its subsidiaries will be made or sent via any method of communication phone, text, email, or mailing list physical mail. I am notifying you of this and requesting this be taken care of.

  

  Business Response

  Date: 12/09/2022

  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.

• Initial Complaint

  Date:11/30/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase the 4 pod pack Vuse 5.0 golden vuse alto packs two times per week. At 2 different gas station locations. So this isn't just one instance and one gas station. It's happening from multiple locations. For the last 3 months I have consistently gotten bad Vuse pods. 2 out of every four pack are dark, burnt tasting. They have multiple complaints the same as mine and the quality hasn't improved. The product is too expensive to have to throw away 2 out of every 4 pack. Something needs to change as far as quality control as you can't return the pack once opened for a refund and you won't know they are bad pods until you open the package! So disappointed.

  

  Business Response

  Date: 12/02/2022

  We are sorry
  that this consumer is experiencing issues with our vapor product. Please
  contact our Consumer care Team via the phone number provided and we will
  happily appease or refund for any affected products. To better serve you, we
  would like to speak with you personally. Please contact our Consumer care Team
  via the phone number provided and we will happily refund the consumer.
  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: 12/02/2022

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

• Initial Complaint

  Date:11/25/2022

  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 problem started at the end of july. I went to the gas station like normal, got my .5 golden tobacco pods, opened them in my car and all 4 of the pods were dark, brown, and completely un-smokeable. Now this is not the first time I've delt with this problem, and for years when I'd get one or more bad pod I would mostly just throw them in the trash. But after paying 24$ for 4 bad ones all to go in the trash, I decided to start keeping count. And in the next month and a half I collected all my bad ones. October rolls around, and I go to clean out some stuff and decide hey it's a good time to get rid of these bad pods. So I take them all out, count them, and in total I have 34 bad ones. Unacceptable. So I call customer service on October 20,
  PID = ********** ************* They say they're appalled, and that they will send me a check for the initial 4 bad pods for 24 dollars and they want proof for the bad pods I have remaining. So I take pictures, email them, nothing. No response. So I call on November 9th. They tell me the checks been issued and my ticket has been closed. Closed? For what? (And by the way the check has still never been delivered over a month later). So the gentleman on the phone on the 9th says to wait 2 more weeks for the check and that he is escalating the ticket and someone will be contacting me about my issues. It's November 25th, no one has contacted me, called me, emailed me. I have since quit vaping (so in the end thanks RJ Reynolds), and in reality I have no hopes of ever receiving the 200$+ for the bad product I received. But the general consumer has the right to know that this company has been knowingly producing bad product and will do nothing for you when you reach out.

  

  Business Response

  Date: 11/28/2022

  We
  are sorry to hear about your dissatisfaction with our product and apologize for
  any inconvenience you may have experienced. Recently we discovered a
  processing error that caused certain refund checks to be returned. We have
  since resolved this issue and will be re-issuing the refund of $24.00 case# *************.

  
  Regarding the resolution on your previous product quality
  complaint of the 34 pictures of the affected pods you sent us.  Case #************, we appreciate your feedback,
  and we apologize that the matter wasn't handled to your satisfaction. We will also
  provide you with another refund of $204.00. Both
  refunds should arrive in 1-2 weeks by check made out and mailed as follows:
  

  KALLEN
  *******
  243 BRAESHIRE DR.
  MANCHESTER, MO 63021-5660
  

  Again,
  we apologize for any inconvenience this has caused you.