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.

close

Find a Location

R.J. Reynolds Tobacco Company has 7 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:08/01/2022

  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.

  My complaint corresponds with the VUSE Alto products.
  I purchased a new unit after all of our other power units had completely stopped functioning correctly. (This is normal for their power units. They work for about a month and then stop working all of a sudden) I didn't mind it as much when they were charging 0.99 cents for them at 1st, but they charge $9.99 for each power unit. I made the new purchase today, 8/1/2022. After charging the unit for 45 mins then attempting to use it, no vapor was released. I placed it back on the charger, thinking that I didn't leave it on the charger long enough, but I have never had to leave it on the charger for longer than 30 minutes to get it to work. After charging it again, I was still experiencing the same results. I called the customer service number and was asked to send the unit back and that I would be sent a coupon to purchase another power unit at a discount. I am upset because I am not being refunded the full amount for a defective product I purchased. The representative just stated, "we can't send you a free products" So I will have to pay again for a product that I purchased defective.

  

  Business Response

  Date: 08/03/2022

  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 8/1/22. The consumer was appeased 1 coupon for their inconvenience. A customer care agent processed these appeasement coupons,
  and the consumer should receive them in 4-6 weeks. 

  If
  you have further questions pertaining to this order, 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: 08/09/2022

   I am rejecting this response because:
  
  
  
  
  
  I received a coupon for a discount to purchase another unit. I would like a full refund for the full amount that I purchased the unit. Not a discount to buy a new unit.

  

  Business Response

  Date: 08/23/2022

  We are sorry that this consumer had this experience with our product. We issued this consumer a refund of $9.99.  The consumer should of received an email about the refund check arriving within 4-6 weeks.
  If you have further questions, 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:07/22/2022

  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 placed a recurring order through the reynold Vuse vapor for Vuse vibe cartridges. The first shipment went out may 7/8 2022 and was supposed to be recived within 10-15 business days. I got it June 18th after being told repeatedly by the shipper that it would be coming certain days and by RJ reynolds that it was being escalated to help resolve the multiple issues. The second months order sent out June 8 has not been received and is lost somewhere but the company has now also forgotten to send out my July order as it’s marked order created (not fulfilled) from 7/7/22 still same message on 7/22/22. I have called and emailed where they asked me to send information but they simply take the money and leave me stuck without my items. I have two months worth product somewhere but not heading my way and their company asked for me to email saying I would have a response within 7-10 business days (in June) yet I have not gotten a response. I want my things please, and a response to the poor quality of the shipping company they hired.

  

  Business Response

  Date: 08/22/2022

  A carrier complaint was
  submitted on this consumer's behalf on 7/18/22. ******* advised that they would
  look into it on that same day, 7/18/22. The consumer was also emailed the
  delayed shipping email, advising her of the shipping delays as well as giving
  her the option the cancel the order for a full refund. I have attached that
  email for your reference.
  
  The consumer did
  contact back on 7/22/22 to submit another carrier complaint. The agent she
  spoke with did also advise that we can cancel her order and issue a full
  refund, the consumer refused stating she only wants her order.  I have
  submitted the additional complaint to Haultail.
  

  Customer Answer

  Date: 08/23/2022

   I am rejecting this response because:
  
  
  
  I was told I would get a 15% discount on my next order for July 2022 because of all the issues I went through in May and June. They not only took the money and then failed to send the items but then about feast decided they could not send them after a couple of months and it failed to give me any type of discount coupon For the lake which was promised by them for the hassle I went through while giving them the addresses of clients to deliver an item that must be signed for it is unacceptable that they put me through what they put me through for as long as they did offered me a pittance and then took that away