Business Profile
Tobacco Manufacturers
R.J. Reynolds Tobacco CompanyHeadquarters
Reviews
This profile includes reviews for R.J. Reynolds Tobacco Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 56 Customer Reviews
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Review fromMary K
Date: 04/17/2023
1 starMary K
Date: 04/17/2023
I’m done spending $52.00 every time I have to buy a four pack because it’s burnt and have to buy another because they won’t swap it. It’s completely ridiculous! Finally found something to help quit the cigarettes and now I’m spending an astronomical amount because it’s hit or miss if it’s bad. Not to mention I sent back two packs and never received my money back! They “sent” it out twice and confirmed mailing address the second time and said it went out on March 24,2023 and still haven’t received it. And I like how we can’t file a complaint with the BBB. COMPLETELY **!!!! Will never recommend to anyone again! And they all have stopped buying as well!
R.J. Reynolds Tobacco Company
Date: 06/22/2023
We are sorry that you had this experience with our product. We reissued you a refund of $52.00 due to check processing errors. I confirmed that check was cashed on 5/15/23.
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.Review fromDavid G
Date: 04/13/2023
1 starDavid G
Date: 04/13/2023
I am so sick of wasting my money on golden tobacco flavor for it to taste like burnt ash. Just spent my last dollar on vuse. Looking for an alternative.R.J. Reynolds Tobacco Company
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.Review fromDerrick P
Date: 03/07/2023
1 starRJR reps should be visiting sites and pulling products more frequently. Seems like they only assess once a year, and mark everything out of stock rotation guidelines once it has reached the point of sale location, but don't check distribution sites.Review fromKirk J
Date: 03/07/2023
1 starKirk J
Date: 03/07/2023
Just bought my last 4 pod box of Golden tobacco 5%. All 4 were dark brown and nasty tasting. Into the garbage they go. Apparently nothing is being done to correct the issue, so I’ll look for another brand that is not owned by RJR. I don’t want your coupons, nor do I want to call your customer care number as I’m sure they are being overwhelmed now by looking at all these reviews. Just fix the issue, I’m sure you all know about it by now. If I screwed up this often on my job, I would have long been terminated!R.J. Reynolds Tobacco Company
Date: 03/27/2023
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.Review fromKristina G
Date: 02/17/2023
1 starKristina G
Date: 02/17/2023
I am with every review on here. Today out of 4 packs of 4..3 good pods. I dont want a customer service line, i wantto know what steps vuse is taking to fix the problem. What kind of idustry is this? I feel like you are doing nothing at all. When only 20% of the product on shelves is good, and being reported by numerous people it is certainly time to fire quality control and look into proper experation dating. This needs to be dealt with immediately as it is a product stores can not refund or exchange which puts sole satisfation regulating upon the company. If you discovered a machine only put 4 cigarettes in each pack and this was happening all over in all stores..i think it would be being delt with a bit more swiftly. There is no way the company is unaware of this issue and it is not an isolated event. I want to know what is being done about it, and at what point is this company..a large company..a conglomerate and well known company going to show itself as a trust worthy name?R.J. Reynolds Tobacco Company
Date: 02/23/2023
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.Review fromA. P.
Date: 02/12/2023
1 starA. P.
Date: 02/12/2023
I've been getting nothing but burnt pods the last 3 times I've purchased them. Called customer service. They asked every question they could think of, only to be told I would get a paper check in the mail, AFTER I send back the poor quality product. So am I really being refunded? I sent back the pods, and bought a new pack only to have the same thing happened. Unbelievable. Am probably just going to quit. Don't really want to waste my time again, or health, because who knows what is in the burnt pods. They did make a report with all my information, so hopefully when there is a massive lawsuit for them knowingly poisoning consumers, I'll be in line for an actual refund.R.J. Reynolds Tobacco Company
Date: 02/23/2023
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.A. P.
Date: 02/24/2023
No thanks! Already wasted my time and money. I'll just quit and recommend others do the same.Review fromkevyn j
Date: 02/06/2023
1 starkevyn j
Date: 02/06/2023
unfortunately I must add to the negative feedback expressed on this page, RJ Reynolds has ruined vaping for me, the quality of the golden tobacco flavor has become terrible in recent years and menthol is hardly better. I've been told by many gas station clerks that it is because the GT sells less than the menthol, but yet and still that is no excuse one thing you should to improve this would be to clearly and plainly put a expiration or a manufacture dates on the packaging so we as customers have the chance to decide if we want to gamble with our moneyR.J. Reynolds Tobacco Company
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.Review fromCandice D
Date: 02/03/2023
1 starCandice D
Date: 02/03/2023
Product quality control for the Vuse Alto pods has been out of control for what is going on years now.
Myself, my husband and my sister all quit smoking using the Alto, but the issues with the brown pods are unsustainable. Given the sky high price of the product you would think the company would clean up its act. The brown pods not only taste bad, they cause lung irritation and heart palpitations for me. I have to quit buying them, but I don’t want to return to cigarettes or fruit flavored disposables, or DIY devices.
Bottom line is that you end up with 50-75 percent of a $32 box of 4 pods being brown and unusable. If you use a pod a day you are throwing away $24 dollars which is three days worth of nicotine in the garbage to get one decent pod. I cannot continue to pay $32 for a single day worth of nicotine.
This is so disappointing considering it’s such a small amount of inexpensive liquid it should be easy for the company to toss the defective pods and start over. Instead they are absolutely knowingly selling a bad product that you cannot return. Gas stations won’t take them back. Vuse customer service will do nothing but maybe offer a coupon. It’s downright greedy and negligent.
How they continue to get away with this without legal action is beyond me. I was grateful for a solution to years of heavy cigarette smoking, so it makes this all the more frustrating. We all must find an alternative.R.J. Reynolds Tobacco Company
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.Review fromNicole B
Date: 02/02/2023
1 starNicole B
Date: 02/02/2023
I spend more money on nasty brown pods than the actual good pods. For the last 6 months all of them are burnt and dark brown. I’ve called several times with lot numbers and they never refund or send the coupons like the say. It’s all a waste of time and money. You should be shut down because your product is not good quality.R.J. Reynolds Tobacco Company
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.Review fromM. W.
Date: 01/23/2023
1 starM. W.
Date: 01/23/2023
Horrible quality control. More than half the pods are too dark in color and have a horrible taste. Cannot even use them most of the time. The ones that are lighter in color have a great taste and can vape the entire pod, but are very rare to find at this point.R.J. Reynolds Tobacco Company
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.M. W.
Date: 02/13/2023
I've contacted customer service, but they offer coupons. I don't want coupons for bad product. Please remove the product from the market until your quality control can do their job.
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