Complaints

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

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  Altria Group

  P.O. Box 85088 Richmond, VA 23285

• 

  Altria Group

  PO Box 26603 Richmond, VA 23261

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:02/01/2025

  Type:Delivery 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.

  In March of 2024 I decided to use my reward points that I have saved for a couple years, to get three **** cards. Everything went smoothly until I didn't receive them in the allotted time to which I then contacted customer support and was told they would ship them again, still didn't receive them. Called customer support again only to find out they sent them to my physical address that I do not receive mail at, this is why they were returned!My post master will not deliver mail to my home address only my PO Box I explained this to customer support and they are not willing to correct the issue because they don't send items to a PO Box! This is not true because I have received items from them at my PO Box and now I am out 3 **** cards totaling 50 25 10 $85

  Business Response

  Date: 02/04/2025

  We received and reviewed the complaint submitted to your office by Mrs. *** **** (Complaint ID: *********. We have taken the following steps to address Mrs. ***** concerns regarding her rewards points redemption for three **** cards totaling $85.00: (1) confirmed that none of the **** cards have been activated or used; and (2) identified that there may have been an issue with the **** Box address we have on file, and where the **** cards were originally shipped. We will attempt to contact Mrs. **** to confirm we have the correct address on file and reship the $10 **** card, $25 **** card and $50 **** card to the correct address.  The consumer will be notified once the items have shipped.  Thank you for bringing this matter to our attention,we now consider this matter closed.

  Customer Answer

  Date: 02/04/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  *** ****
  
  
  
  

• Initial Complaint

  Date:07/03/2024

  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.

  I am writing to file a formal complaint against ON! regarding an issue with their rewards points system. ON! failed to disclose that the products I purchased were not eligible for rewards points, resulting in a loss of $25 worth of rewards.On June 19, 2024, I made a purchase from ON!'s online store, expecting to earn rewards points as part of their advertised program. As a loyal customer, accumulating rewards points has been a significant incentive for my continued patronage. However, after my purchase, I discovered that no points had been credited to my account.Upon contacting ON!'s customer service, I was informed that the products I bought were not eligible for rewards points. This was not disclosed on the product pages or during the checkout process. The lack of transparency from ON! regarding the ineligibility of certain products for rewards points is unacceptable. This omission has resulted in me missing out on $25 worth of rewards, which I rightfully expected to earn based on the general promotion of the rewards program.I am seeking resolution in the form of crediting the missing $25 worth of rewards points to my account. Additionally, I request that ON! improve their disclosure practices to ensure all customers are fully aware of any exclusions or limitations regarding their rewards program.Thank you for your attention to this matter. I look forward to a prompt and satisfactory resolution.Sincerely,****

  Business Response

  Date: 07/10/2024

  We appreciate Jakes loyalty to on! and have credited his on! Rewards account with 25 punches and included directions below for how to claim the rewards for the two completed punch cards that will now be available to him with the addition of these punches.
  As part of our recent packaging update, all online exclusive cans of on! will start to include reward codes;however, there may be some instances where cans without rewards codes are still being fulfilled from our website. At the time of the order (6/19), on! Rewards codes were only available on specialty-marked cans of on!, as noted in the Reward Program T&Cs.  Consumers are able to see participating cans under the How it Works section of onRewards.com by selecting See Participating Cans listed under the image for how to ENTER can codes.
  
  Direction for claiming punches:
   - Log onto www.onrewards.com   
   - You will see an option to claim your reward for completed punch card, select and claim your reward.
   - Once first reward is claimed, refresh your screen to claim your second reward for an additional completed punch card.
   - Once both rewards are claimed you will be on Punch card #4 with 7 punches on the card. 

  NOTE: you will not be able to enter codes or earn additional punches until both rewards are claimed.
  

  Customer Answer

  Date: 07/18/2024

  Hello,
  
  Sorry its taken me so long to respond. I have received what I was after from the company and would like you to change the status of the complaint to consumer satisfied or equivalent. Thank you so much. The company did right by the consumer and the BBB remains a valuable resource in todays economy!
  
  ****

• Initial Complaint

  Date:06/25/2024

  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.

  On june 21, 2024 I discovered that most of my rewards points were missing after I was inputting a marlboro rewards from a cigarette carton. I was down to 2700 points. On the rewards activity tab, it shows that two virtual **** cards were redeemed. One was a $25 card and the other card was for $10. I lost a total of 5850 + ***** points for a total of ***** points. The call center customer service lady sounded like a black lady. I told her that I was frauded and somebody redeemed my points and also changed my email to my name ************************ which is a disposable email account. She told me that she spoke to her supervisor since she has no knowledge of what to do and said that it was my responsibility to keep my password secure. How in the world would somebody care about the points in my Marlboro rewards account of all things? This has to be an inside job at the company because somebody knew there was a lot of points on the account and who to drain. Also virtual **** cards are the biggest scam because I would never receive the physical card and anybody could use the virtual credit card anyway they want with no recourse. I also complained to her that the ip address the scammer would have logged in from would definitely not be mine. How could Marlboro supervisor say its my fault when they could have implemented a 2FA system that could have prevented this? Also, how were they able to change my email without any verification by me. Alarm bell should have gone off when there is suspicious activity on the account. Also was there a data breach by ********?

  Business Response

  Date: 06/28/2024

  We received your letter dated June 25, 2024,including the consumer complaint submitted to your office by ************************* (Case No. 21898651).
  
  We understand the consumers complaint to be that someone fraudulently changed the email address associated with his Marlboro Rewards account and also redeemed a total of ****** rewards points from his account for 2 gift cards.
  
  PM USA is willing to address Mr. ****** concerns re: the fraudulent activity on his Marlboro Rewards account. We have reinstated ****** points to Mr. ****** Marlboro Rewards account, which represents the total number of points fraudulently redeemed for the gift cards, along with an additional 1000 points for the inconvenience. To prevent this issue in the future, we recommend that ************** change the password associated with his Marlboro Rewards account and update his email address so that it is correct. Finally, PM USA will attempt to contact ************** to notify him of the steps taken to resolve this issue and assist with the email and password changes as needed.
  
  If ************** has any questions or would like to speak to us regarding this matter, we request that he contact us at **************.   
  
  We now consider this consumer complaint resolved.

• Initial Complaint

  Date:06/24/2024

  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 a club member of Marlboro.com for a long time. During the month of December 2023 I redeemed 2600 points for a hand warmer. After receiving the item I noticed it was defected, it just wouldn't work. I called Marlboro.com and was told they would replaced the hand warmer. After a couple of months I still had not received it. I called Marlboro.com again and was told they did not know if the item would be replaced. I asked if they could return the *********************************************************************************************** As of June 21, 2024 I still have not been contacted by ************. I would like my points returned to me.Thank you for your attention to this matter ********************************

  Business Response

  Date: 06/26/2024

  We received your letter dated  June 24, 2024, including the consumer complaint submitted to your office by ***************************** (Case No. 21883825).
  
  We understand the consumers complaint to be that he redeemed points from his Marlboro rewards program account for a Zippo Heatbank Handwarmer (Handwarmer) on December 30, 2023, and that he returned the Handwarmer because it did not function properly but has not received a replacement Handwarmer or a reinstatement of his rewards points.
  
  PM USA is willing to address Mr. ********* concern regarding his rewards program redemption. On March 18, 2024, PM USA refunded Mr. ********* rewards program account ****** points, which represents the total number of points he redeemed to receive the Handwarmer. PM USA has also added 500 additional points to Mr. ********* rewards program account for his inconvenience.  Finally, PM USA will attempt to contact ******************** to notify him of the steps taken to resolve this issue.
  
  If ******************** has any questions or would like to speak to us regarding this matter, we request that he contact us at **************.   
  
  We trust this concludes this matter.

• Initial Complaint

  Date:06/13/2024

  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 spend $50 on On! Nicotine Pouches in January. I had an issue with them, and returned all of it. I had made the purchase directly from their website and was sent a return package to return all of the product. It was accepted at their warehouse in February.When they sent the box, they also sent me a prepaid card with $10 on it. I have been waiting for 4 months for the remaining refund, and am being told they have escalated the issue but can't do anything and there is no one else to talk to.I am confused on how they were able to receive the product back and not issue a refund immediately. I bought this directly from their company, not in store. I am pretty irritated and solidifies I will not be trying any of their products again in the future.

  Business Response

  Date: 06/24/2024

  This issue has been resolved. 

  Customer Answer

  Date: 06/24/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Since submitting my complaint, I have not been contacted by Altria Group. I have only been refunded a fraction of what I was told, and that was in February. They received the return in February, I have the tracking number they provided, and they still haven't sent the remaining refund. When I have called, they say there is nothing they can do since it has been escalated. This is not resolved especially because there is an open case and I have not received a follow up to any type of conclusion. 
  
  Regards,
  
  ***********************************
  
  
  
  
  

  Business Response

  Date: 07/16/2024

  The customer was refunded $38.16 for that issue.
  
  We have evidence card was activated on 7/6. There is a $0 balance on that card so they have received and used that reimbursement. 

  Customer Answer

  Date: 07/16/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***********************************
  
  
  
  

• Initial Complaint

  Date:03/19/2024

  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.

  see Attached document
  

  Recently I purchased a carton of ******** cigarettes (containing 10 separate boxes of 20 cigarettes in each - listed in front page) and I paid $112.00 total at an ******** **** Tobacco Shop. Once I took it home I opened a pack and lit one up I noticed it had a bitter taste that I had never had tasted like it before. The smell of the smoke was also strange. It did not smell like burning Tobacco.
  
  Since I could not return tobacco/cigarettes back to the store of purchase I called the company of the product to complain about it, which I did do. When you call them they have a quality control Unit/Section they refer you to, and I did speak with. They took my information about the bad product and they said they wanted to test the product themselves, per their procedure. They in tum told me that they would mail to me a prepaid envelope and that I was to mail the product back to them with all of the questioned product contained therein. They also said that they would send me a monetary reimbursement for the product I return to them. I did as instructed.
  
  With the envelope sent to me they also provided to me a company letter telling me that I cared enough about my concerns about their product and thanked me for letting them maintain the quality of their product. Within their letter to me (attached copy) they clearly said that they would reimburse me!
  
  I followed all of their directions in the letter, mailed back to them their full bad product (see attached Postal receipt proof), plus copy of their letter, which includes their claim of their promised reimbursement to me. I later received a phone call from their company's Representative advising me that they received the mailed product, etc., and said they were NOT going to reimburse me at all! He did not give me any reason for such. I therefore asked him to return my purchased product back to me. He said that the product had been "destroyed" already and could not do so. Obviously they did not even follow their claimed quality efforts! Since the product was reportedly "destroyed" by them even I could not therefore have the product tested myself, which raised more questions for me.
  
  I pursued it further with another of their Representatives, hearing from a female calling herself "**********". She repeated that I would NOT be reimbursed, the product was "destroyed", and said that their employee who had sent the envelope, etc., from their company was "wrong" to do so, and everything that I did (as instrncted) eliminated my reimbursement, return of their product, etc. "**********" brought up when I previously complained before about the occasional ******** ***** purchased bad products, which had wood particles and wood chips within their cigarettes. She then had said to me to therefore not buy any more of those. So I did not, have not since, and switched to the ******** brand of their company. She even had finnly and sarcastically told me that she did not want me to buy any more of their ******** ***** products anymore! I did not!
  
  I recently told her that I instead would accept money due reimbursement in the fonn of their company's coupons of equal value. She said that was ok with her. I also called the coupons line with such offer suggested. Instead they only mailed to me two $1.00 coupons, good only for a purchase of a single pack each period! ************
  
  I am sending copies of the documents they sent me, the receipt of proof when I mailed the product back to them, a copy of the outside of the ******** code number, etc.

• Initial Complaint

  Date:02/26/2024

  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 can't login to my Marlboro account ** too many addresses from other accounts due to having a large home & multiple people living here over a period of time with a lot of temporary or short term housing issues for some. I want to be able to login to my account again!!!

  Business Response

  Date: 03/04/2024

  We have reviewed and reactivated the consumers account,which had been flagged for fraud. We will inform them that their account has been reactivated and will provide instructions for regaining access to the account.  Specifically, to gain access to their account the consumer should attempt to login with their existing username and password.  They will be prompted to complete an identity verification upon logging in to confirm their age and identity.

• Initial Complaint

  Date:12/19/2023

  Type:Billing 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.

  Completed 2 orders on the On! Website, card was charged but no order was placed or recorded in their system. Representative claimed I would receive a refund and was unable to provide any explanation why I was charged twice or even able to find either order. However the charges on my two cards are verified and present on both of my credit cards.

  Business Response

  Date: 12/22/2023

  We have reviewed the consumers account and found that the consumer attempted to place two orders on the onnicotine.com website on Dec 17 and Dec 18. Both attempted orders resulted in a temporary authorization hold on the consumers account for the value of the orders. Temporary authorizations will reserve funds on the card for ~7 days. We have manually reversed the temporary authorization hold for both orders and the consumer should not see those charges on his account.
  
  We will contact the consumer today to share with him the TRN/Auth codes if needed to share with his financial institution as proof that the temporary authorization holds have been dropped. 

• Initial Complaint

  Date:10/31/2023

  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.

  I am a member of Marlboro rewards for Marlboro tobacco products. On December 4th last year I exchanged reward points for a gift card. I never received gift card and reached out multiple times to customer service and have been told a replacement was sent and it never arrived. Then I was ignored every time after that. The gift card was for a **** gift card valued at $15.00. Now each pack of cigarettes I buy is around $10 each. And I had over ****** points I used to claim my reward. I just want this made right.

  Business Response

  Date: 11/07/2023

  I write on behalf of Philip Morris USA ***** in response to your October 31, 2023 communication regarding the consumer complaint submitted to your office by a consumer (Case No. 20803616).
  
  Our records do not show that the consumer identified in the complaint redeemed points for a gift card. However, after further investigation, we found that a consumer with the email address identified in the complaint - who resides at the same address did redeem points for a gift card, which was delivered, but was never activated.
  
  We have taken the following steps to address the consumers concerns regarding their rewards program points redemption for a $10 **** Gift Card.
  
  Confirmed that the original gift card was shipped to the home address we have on file for the consumer.
  Confirmed that the original gift card was not activated.
  Re-issued a gift card to the address on file for the consumer.
  
  We will attempt to contact the consumer to confirm that they received the gift card, and if they inform us that they did not, will reship the gift card to their home address on file.
  
  We now consider this consumer complaint resolved.

• Initial Complaint

  Date:10/15/2023

  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.

  The below message to On! Nicotine (an Altria company) pretty much sums up the reason for my complaint. It's been two weeks and I've not had any resolution of this matter. It appears that, once again, I've been cheated out of the ten punches I earned on my virtual reward card. My time has value and I've wasted more of it than the value of these lost rewards. At this point, spending my time filing this complaint is a matter of principle. I've read online, including the Better Business Bureau website, several accounts of customers experiencing the same issue with this reward program. It leads me to wonder how much money is being saved by On! and/or Fandango by not honoring these "rewards". Are customers being defrauded intentionally?MESSAGE SENT TO ON NICOTINE (AN ALTRIA COMPANY):I was issued a reward code by onnicotine.com for collecting ten punches on my reward card. The reward code was good for a $10 virtual **** card to be issued by Fandango. Upon attempting to claim my virtual card from Fandango's website, I received the following message, "We've suspended your submission because we were unable to verify your eligibility for this offer. If you disagree with this action, please contact customer support. Confirmation Number: ****************." I contacted ********'s customer support and eventually received the following message, "Our corporate office has reviewed your inquiry. Unfortunately, we are unable to issue additional rewards." I'm not requesting "additional rewards". I am only requesting the legitimate reward I earned. I contacted On! customer service and was told to contact Fandango customer service. Obviously, this was not helpful. This is the second time I've wasted ten punches for an On! reward that I never received.

  Business Response

  Date: 10/19/2023

  Work to review the issue initiated when we first heard from consumer via ************* We were able to solve for the consumer issue and emailed consumer on 10/16 letting the consumer know the issue had been resolved and they can now claim their virtual **** card. The consumer responded on 10/17 confirming they were able to redeem the card.   

  Customer Answer

  Date: 10/19/2023

  It only took a week of phone calls, emails, and a BBB complaint to get the reward I earned. This doesn't seem to be a very customer friendly system, but at least I got my reward. Thank you?
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *********************