Complaints

This profile includes complaints for Swisher International, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Swisher International, Inc

  459 E 16th St Jacksonville, FL 32206

• 

  Swisher International, Inc

  P.O. Box 2230 Jacksonville, FL 32203

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:10/16/2023

  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 ******, packaged arrived severely damaged. Can of ***** 25% defective, likely filling machine malfunciton.Contacted *****************, provided pictures of package and defective product, Received automated replies with numbers ******, ******, 844446...possibly others. Been 2 weeks without a reply.Refund or credit requested, pictures previously submitted through zendesk

  Business Response

  Date: 10/17/2023

  RE:  Complaint ID ********
  
  Dear ********************:
  
  Thank you for the opportunity to respond to ************** complaint to the BBB.  Swisher International, Inc.(Swisher) takes a great deal of pride in its products and in its relationships with consumers.  As such, Swisher takes consumer complaints very seriously, as we have done with ***************  As explained in further detail below, we have made significant (and certainly at least reasonable)efforts to satisfy ************ over the course of the past few months.  As far as we know, we have resolved all of his complaints.  We are surprised that he has submitted a complaint to the BBB, and we are not sure what more he could expect us to do for him. 
  
  ************ first contacted Swisher on July 6, 2023 regarding dissatisfaction with certain Rogue nicotine pouches that he purchased from a third party online vendor.  Swisher assists the manufacturer of Rogue in commercializing the product by, among other things,administering Rogues e-commerce platform.  Swisher has no relationship with the third party from which ************ purchased the Rogue product. Nevertheless, Swisher provided ************ with a credit to Rogues e-commerce site to replace the product at issue at no cost to him, and included shipping costs in the credit as well.   Since that time, ************ has reached out to Swisher multiple times with various concerns related to issues with *** (which Swishers fulfillment contractor uses to ship e-commerce orders) as well as with what have appeared to be isolated incidents with product.  In each case of product dissatisfaction, Swisher has issued ************ credit to replace the product at no cost to him. 
  
  Swisher has responded to *********** promptly in each instance, although in one case our response was delayed a few days (less than a week) because the consumer relations representative to which ************** complaint was routed was on vacation and the system did not re-route the complaint to someone else.  Immediately upon her return, that representative handled ************** complaint with a personal message, including an apology for the delay, and the issuance of credit to replace the product with which ************ was dissatisfied.  Notably, that response went to *********** on October 13, which appears to be one day after he filed his complaint with you, but still three days before we were aware of it.  In other words, even without knowledge of ************** complaint to you, we have been handling his complaints and other inquiries to us properly, promptly, and in the normal course. 
  
  As noted, we do not believe that ************ has any outstanding complaints or other inquiries with us.  If we receive any in the future, we will handle them in the normal course.   
  
  Respectfully,
  

  ************************************

   

  Customer Answer

  Date: 10/22/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20730916

  This complaint was filed after no response on any of the afore mentioned tickets. Since every time I order, I receive damaged product, I was looking for reimbursement on the defects before placing an order. Over a week before your broken system even forwards the email to necessary personnel is unacceptable. So  I  purchase at inflated counter rates and both the cans of Apple 6mg purchased in ******* ** had unfilled / deformed pouches. Lot  CJ ***** BB 10/2024 E294, Lot CK ***** BB 10/2024. So what can you do? Refund or credit those cans & save your condescension for your QA/QC Dept.

  Regards,

  *****************

• Initial Complaint

  Date:03/22/2023

  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.

  Jan. 18, 2023, my husband was smoking a Swisher Sweet cigarillo, and after having smoked for several minutes, discovered a metal shard or pin running the length of the cigar. We took a picture and contacted the company, and after investigating, they told us it was a piece of their manufacturing machine that injects flavor into the cigar, and that it must have broken off, and that to their knowledge it hadn't happened before, and obviously was not supposed to happen. They offered to send us replacement product and some swag. This did not seem to us that they were taking the situation seriously. They have since told us that the matter is closed with them. We have contacted lawyers about product liability, but because there was no immediate damage, and no costly medical bills, that we would spend more up front to bring a case against them. We just want to know that they are taking this potentially dangerous situation seriously, and not blowing it and us off.

  Business Response

  Date: 04/04/2023

  RE:  Complaint ID ********
  
  Ms. ********:
  
  Thank you for the opportunity to respond to the complaint received from Mr. and Mrs. ******.  Swisher International, Inc. (“Swisher”) takes consumer complaints seriously and has done so in this instance. Representatives of Swisher communicated with the ******** via both email and telephone on multiple occasions.  As the complaint to BBB correctly indicates, upon receipt of the information provided by the ********, Swisher launched an inquiry to determine whether it could identify the metal object found in the cigar purchased by Mr. ******.  As the complaint also indicates, in this case Swisher was able to identify the object and its source and freely shared that information with the ********.  In the course of Swisher’s internal inquiry, appropriate persons across Swisher’s manufacturing and quality assurance functions, including management personnel, were consulted and made aware of this apparently one-time occurrence with the objective of preventing a similar situation in the future, however unlikely that might be. 
  
  The complaint to BBB accurately reflects that Mr. ****** was offered certain items for having received a defective cigar.  Additionally, however, because Mr. ****** indicated that he sought medical evaluation following partial consumption of the cigar, Swisher inquired as to whether he incurred any cost in connection with that visit.  He confirmed that he had not and further, and fortunately, the visit did not result in a finding of any medical harm.   Ultimately, in the last round of communications, Mr. ****** made it very clear to Swisher that he was seeking a monetary payment, in an amount he declined to specify.  But given there was admittedly no economic harm (aside from the cost of the defective cigar which Swisher offered to replace) and no physical harm, Swisher believes its extensive efforts to address the ******** concerns were appropriate and reasonable, and considers the matter closed.
  
  Swisher International, Inc.