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

  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.

  1 Plaza La Prensa Santa Fe, NM 87507-9702

• 

  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:04/11/2025

  Type:Sales and Advertising 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.

  RJ Reynolds continues to send marketing mail with tobacco solicitation to a person who does not reside at my address. After calling their listed 800# twice, I was hung up on both times when there was no resolution to remove my address from their files and I asked to speak with a manager. Both times, the agent insisted that I must provide my birthdate (private information) and a copy of a piece of personal mail (private information) in order to remove my address. Their website sates the following: "We never encourage non-tobacco consumers to start, or existing tobacco consumers to consume more, and we dont discourage tobacco consumers from quitting.". No one at my address is a smoker, yet they continue to send marketing mail to my home. I would like the company to permanently remove my address from their marketing database.

  

  Business Response

  Date: 04/18/2025

  This confirms that ***** ****** has been removed from our mailing list. We take these matters very seriously and act on them immediately.
  
  Since our printing and production schedules are prepared in advance, please discard any additional mailings that may arrive during the next several weeks.
  
  Thank you for making us aware of your situation. I hope this information is helpful.

  Customer Answer

  Date: 04/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. Thank you for your help to resolve amicably and fairly.

• Initial Complaint

  Date:03/16/2025

  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.

  Newport pleasure points. You accumulate points which you can turn in for *************** cards.Ive submitted ****** poimts in FEB for $20 card points now gone card never recieved 2500 points for $5 card, points gone never recieved Another 2500 points for 5 card points gone card never recieved.Points are on newport cig packages.I have spoken with customer service 11 times via phone and email and they say they will get back to me and never do (its been 6 weeks)

  Customer Answer

  Date: 03/27/2025

  I have not heard from the business in response to my complaint.

  I have called and spoken to different cust svc people numerous times and their responses are lacking at best - they always claim to "look into it and will call

  Or email you within a day or two" and weeks  - months go by no response, ill call again and get the same woman who recalls the prev contact and tells me 'ill take care of it - and again, zero response

   

  They create a program allowing customers to obtain cash for codes on the cig packs and ive submitted over $50 at this point and havent recieved a solitary *****.

   

  Total rip off

  

  Business Response

  Date: 04/18/2025

  We have reviewed the consumer's complaint. On February 10, 2025, the consumer reported that two ********** gift cards valued at $20 and $5 had not been received. Upon investigation, we confirmed that the $20 gift card was redeemed on February 7, 2025. We regret that the link to redeem the $5 gift card was not received. The consumer should have received an email notification regarding the $5 gift card. If further assistance is required, please contact our customer care team at ***************. Our support hours are Monday through Friday, 8:00 a.m. to 10:00 p.m. EST, and Saturday and Sunday, 10:00 a.m. to 8:00 p.m. EST. We are happy to assist you.
  

  We appreciate your loyalty to Newport.

  
  

  Customer Answer

  Date: 04/18/2025

   I am rejecting this response because i have never recieved anything from the points ive submitted

   

  They sent me an email 2 weeks ago saying yet again they were looking into it and as usual, nothing since.

   

  So far im out $20, $5 and $5, and they dont care at all nor will they assist or help with the issues

  
  

• Initial Complaint

  Date:02/22/2025

  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.

  Me and my wife smoke Pall Mall ******* 100s and we got a carton and this carton tastes like full flavored or old cigarettes you cant even tell there is any ******* in them

  

  Business Response

  Date: 02/28/2025

  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 ***************. Please call us 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. 

• Initial Complaint

  Date:02/09/2025

  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.

  This was about a month ago, I tried to redeem points from rewards on Newport Cigarettes website ( RJ Reynolds) for a **** gift card. I have emailed them numerous times and they arent listening to me tell them repeatedly that I have no spam (no link) no email mails nothing regarding gift card my points are gone but nothing to show for it . Thats a lot of points took along time yo accumulate just to get that. And they keep saying to wait or they dont know. But truth be told they just arent reading my email . I need help with this issue . I have a bunch of empty packs to enter but Im worried that I will be wasting my time and the points will be for nothing bc Ill never get a gift card even if I enter more and more .

  

  Business Response

  Date: 02/28/2025

  The below email was sent to this consumer on 2/11/25.  Please contact us and we will be glad to assist you further. Our customer care number is ********************* 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.

  Hello *****,

  
  We hope this email finds you well.
  
  We apologize that you were having difficulties receiving your third-party reward, but were more than glad to assist you.
  
  Here is the *** that you need to choose and activate your $10 Prepaid Mastercard card: *******************************************************************************************
  
  We hope that this information is helpful.
  
  We thank you for your loyalty to *******, and for your interest and participation in our rewards program.
  
  ******* ******
  Consumer Care Team
  Engagement Center

• Initial Complaint

  Date:02/05/2025

  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.

  The company in question RJ Reynolds tobacco company has a reward program for purchasing a certain amount of tobacco products. I have obtained this reward incentive from buying a certain amount of tobacco products but l am having great difficulty redeeming my reward ($20 MasterCard ) due to poor customer service, I continue to reach out and spoke with several customer service representatives, as well as through email and chats, and would like a professional to look into this matter so l can receive my reward as promised. It has now been over 2 weeks and I was told I would receive my redemption email in ***** hrs.

  Customer Answer

  Date: 02/16/2025

  I have not heard from the business in response to my complaint.

  
  

  

  Business Response

  Date: 03/07/2025

  Consumer contacted us on 2/16 via email (case 250216-1201157) and ***************** sent the *** for a $20.00 Mastercard on 2/21.
  

• Initial Complaint

  Date:01/30/2025

  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 use the Lucky Strike app to receive and use the weekly mobile coupons they advertised to help reduce the cost for ********* October 2024, I stopped receiving weekly mobile coupons, as well as coupons via text and/or email.I contacted them via email from their app on 10/28/24, informing them that I had stopped receiving weekly mobile coupons.I received a reply from ***** ****** ********* ******, ************************************* the same day. I was informed that there were "no mobile coupons available for my profile." And to "keep in mind that our offers are subject to availability."I was also informed to keep checking back on the app.I then emailed again on 1/9/2025 explaining that I stopped receiving weekly mobile coupons in October of 2024 and I haven't received a single coupon since. I received a reply from ****** ********, ************************************* in which she said the following "offers are subject to availability. Sometimes we have more offers available than other times. There aren't any mobile coupons available at this time." And for me to keep checking back on the app.I contacted them again using the "Chat" option, on 1/28/2025. I chatted with **** ******* ****** ******.His response:"To be more precise is not like the mobile coupons are not available on your area, the whole program is not available at this very moment, I apologize for it, in this case you just have to keep looking on your emails and checking the website so you can be aware of the next time they are available to the public."I asked him why I'm still receiving mailers telling about weekly mobile coupons, as well as the app itself advertising "exclusive mobile coupons... Every. Single. Week."He replied:" I apologize for the inconvenience, I would love to tell you different but is just what the program is right now."Their advertisements, CLEARLY are marked, "Mobile coupons... Every. Single. Week."I have copies of every email/reply, and the Chat message.

  Customer Answer

  Date: 02/09/2025

  I have not heard from the business in response to my complaint.

  
  

  

  Business Response

  Date: 03/07/2025

  We apologize for any confusion or inconvenience this may have caused. While we understand this consumers disappointment, please note that coupon offers can change or end at any time without prior notice.
  We encourage you to keep visiting our website and consider subscribing to our email and/or text notifications (if you haven't already) to stay updated on our latest products, promotions, rewards, and other information that might interest you.
  If you need further assistance, please call our customer care team at ***************. We are available Monday through Friday from 8:00 a.m. to 10:00 p.m. EST, and Saturday and Sunday from 10:00 a.m. to 8:00 p.m. EST. We will be happy to help you.
  
  We thank you for your loyalty to Lucky Strike

  Customer Answer

  Date: 03/11/2025

   I am rejecting this response because:

   
  I understand that your coupon offers can change or end at any time without prior notice, but the coupon offers did not, in fact, change or end during this time.

  The Terms of Service did not change and hasn't been updated since 3/22/2022, as of this response that is dated 3/11/2025.

  And if that is the reason that I stopped receiving mobile coupons, then this is a case of a company falsely advertising due to the fact that every mail offer/advertisement that I have received, including during the months that I wasn't receiving mobile coupons, the Lucky Strike app, as well as ***************, had, and still has, the following statement CLEARLY VISIBLE:

  "ORIGINALS GET REWARDED. DON'T MISS MOBILE COUPONS. Unlock exclusive mobile coupons to use on your favorite pack of Luckies. Every. Single. Week."  -***************, main page after login, dated 3/11/2025

  I included a screenshot of that when I filed my original complaint with the BBB that I submitted on 1/29/2025.

  After chatting with different users of ******************* coupons from different locations in the ***, including some from my area and who live in my city and use the same retailer I use to purchase Lucky Strike cigarettes, I confirmed the the coupon offers neither changed nor ended.

  I contacted the ************************************************** via email, to let them know that I was no longer receiving mobile coupons on three different occasions, twice via email and once via the "Chat" option, and I was told three different reasons why I stopped receiving mobile coupons. All verified to not be true after chatting with other mobile coupons users. (Users of the app are encouraged to participate using the app and often are asked questions or to take part in a poll or survey where your responses are posted for users of the app can see. This often starts online friendships that lead to friendships outside the Lucky Strike "world" where we talk and interact with each other. That is how I was able to confirm that the mobile coupons offers were still active and available.)

  The ****************************************** Center employees that I communicated with were unable, or unwilling, to explain why others were still receiving mobile coupons and why every mail offer/advertisement I received advertised "Mobile Coupons... Every. Single. Week." but I wasn't receiving any mobile coupons.

  I have been very loyal and faithful to the Lucky Strike brand, doing everything I can to inform other smokers about Lucky Strike, their app, and the weekly mobile coupons and I've been very patient since October when I first notified Lucky Strike of my issue with not receiving any weekly mobile coupons, and I truly feel like nothing more than a faceless and nameless."consumer" struggling to make ends meet but doing everything I can to make those ends meet, and still being able to buy Lucky Strike cigarettes.

  I was a loyal "consumer" of Lucky Strike cigarettes since the day they started selling them again and were available for purchase in my area.

  I have told many other smokers about Lucky Strike cigarettes and I converted more than a few smokers of other brands to start smoking Lucky Strike cigarettes (letting people try a Lucky from my own personal packs even though I can't really afford to be doing that).

  I have talked to other smokers about the Lucky Strike app and weekly mobile coupons.

  I also personally helped sign up many smokers on the Lucky Strike app, sometimes using my personal phone to do so.

  I find it incredibly disheartening that this is how any company treats one of their loyal and faithful "consumers". 

  For all of these reasons, **** Reynolds', Lucky Strikes', generic and uninformed response is unacceptable and I fully reject it. Everyone needs to be made aware of what **** Reynolds, Lucky Strike, are doing and how they treat their loyal "consumers", who are just trying to make it in this fast-paced and expensive world the best that we can. Kindness and decency go a long way, and I feel as if those things have been lost for whatever reason.

  Do the right thing for your "consumers", **** Reynolds, Lucky Strike.

  **** *. Grauke 

  
  

• Initial Complaint

  Date:12/24/2024

  Type:Service or Repair 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.

  The company in question RJ Reynolds tobacco company has a reward program for purchasing a certain amount of tobacco products. I have obtained this reward incentive from buying a certain amount of tobacco products but l am having great difficulty redeeming my reward due to poor customer service and would like a professional to look into this matter so l can receive my reward as promised.

  Customer Answer

  Date: 01/04/2025

  I have not heard from the business in response to my complaint.

  
  

  

  Business Response

  Date: 01/28/2025

  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 ***************. Please call us 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. 

  Customer Answer

  Date: 01/30/2025

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

• Initial Complaint

  Date:12/10/2024

  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.

  I bought **** vapes online. And every pod I just about tried to use burnt my lips or the juice leaked out into my mouth I still have other packages I have not opened I normally buy in bulk so I don't have to worry about running out and let me just say it's the worse decision I mad I normally don't get vuse but I thought I'd give it a shot also I've tried to get ahold of them and no answer at I've been able to talk to one person just one time and it was a simple hello and they hung up this is just ridiculous I want my money back immediately

  

  Business Response

  Date: 01/28/2025

  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 ********************* 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 **** brand.

• Initial Complaint

  Date:11/03/2024

  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.

  Newport ******* Gold cigarettes sold in the ******* and Mayodan cigarette store is old and stale and needs to be take of shelf. I have wasted al most ***** on 2 packs of cigarettes. I've had to throw 2 pack of cigarettes in trash because of these problem! Please fix thus problem ****!

  

  Business Response

  Date: 12/11/2024

  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 ***************. Please call us 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. 

• Initial Complaint

  Date:10/10/2024

  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.

  I bought a pack of cigarettes and it was night time, I smoked a few in the evening. Up on the first cigarette or two I noticed that it was a ***** slash silty texture to the filter. 2 days later I went home and cut one of the filters off because I noticed that there were holes in it and I found tiny bugs burrowed into my cigarette filter. I was sick for 3 days, my throat was extremely sore.

  

  Business Response

  Date: 10/10/2024

  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 1-800-341-52111. Please call us 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. 

  Customer Answer

  Date: 10/10/2024

   I am rejecting this response because:
  
  Number one, she never asked for my number about the resolution , she only got my date of birth. she put me on hold for two minutes, then said she is terminating the call and hung up on me. 

  

  Business Response

  Date: 10/10/2024

  We are sorry this consumer is upset. We don't have a record of this consumer contacting our call center under the information provided.  To better serve you, we would like to speak with you personally to resolve this matter. Please call us at 1-800-341-52111. Please call us 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. 

  Customer Answer

  Date: 10/10/2024

   I am rejecting this response because:
  
  I called the contact 1800 number and spoke with Alex. She is the one who hung up on me. I have just gotten off of the phone with Adrian in the Mexico call center and gave him my phone number, address, date of birth, cigarette code on the box, date purchased, and store purchased from. After I was irritated that they weren't dealing with it to my satisfaction, he said the same thing. "We have nothing more to say to you and are terminating this call". 

  Customer Answer

  Date: 10/10/2024

  They said they would immediately email me back with the form to send the photos. They have not and it has been hours. I have checked every email possible. Spam, etc. Nothing. Since they hung up on me again I am in limbo. I feel as if they took all of my personal information and will sell it to a 3rd party and nothing will come of the complaint. Now I am scared of identity theft. 

  

  Business Response

  Date: 10/16/2024

  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 10/10/24. The consumer was appeased 1 coupon for their inconvenience. A customer care agent processed this appeasement coupons, and the consumer should receive it in 4-6 weeks. Towards the end of the call the consumer threatened legal action. Due to policy, we can no longer speak with this consumer. We are happy to speak with his attorney.

  Customer Answer

  Date: 10/16/2024

  First off, I asked to speak with a supervisor. They said they would give me a coupon. I asked what it was for. He said a replacement pack. I reiterated how I got sick for two days. I said I wanted a carton at least. That's when he hung up on me. I never threatened legal proceedings.