BnB Enterprise

July 23, Dear [redacted] :This letter is in regards to a recent complaint with the assigned ID of [redacted] The products [redacted] mentioned were photographed incorrectlyThe “Buy Get Free” packaging is built into the pricingThey were originally sold in a 20xpackaging that were priced much higherThe photo has not been updated yetWe have taken the product off the website until the photo can be retaken.Our customer service team has already contacted the customer and offered 10% off the next order due to the confusionIf you have any other questions, please contact me at ***@bnbtobacco.comBest Regards,Sarah HBnB Enterprise, Sales and Marketing Director

Hi [redacted] ,Due to the products being back ordered, the customer was contacted and the order was cancelled on 1/8/Because it was cancelled before the order shipped, the customer was never charged for the transactionI have attached the order receipt and the voided transaction informationLet me know if you need additional information.Best Regards,Sarah H [redacted]

Friday, August 1, Dear [redacted] :This letter is in regards to a recent complaint with the assigned ID of [redacted] The products [redacted] mentioned were photographed incorrectlyThe “Buy Get Free” packaging is built into the pricingThey were originally sold in a 20xpackaging that were priced much higherThe photo has not been updated yetWe have taken the product off the website until the photo can be retaken.In regards to the customer claiming we did not contact him, please see the e-mail one of the owners, Brad W [redacted] , wrote to him on Thursday, July 17, at 12:p.m.“ [redacted] ,First off, we appreciate your business and there is no intention to deceive or mislead you in anyway We also appreciate your patience in allowing us time to respond to your question/issue.The packaging for these items can be somewhat confusing, you can thank the manufacturers for this Typically, the non promotional packaged items you purchased would normally retail for @$ (pricing for a count [redacted] packagesee example below.) Given these are promotional packaged items, you are the paying for and getting free in the 20xpackage, which is marketed as a 10x You are getting a free 10xpack As such, this is reflected in the pricing of the item at $ Here is an example of the “standard” [redacted] packaging We have referenced another well established online tobacco company:http:// [redacted] Please don’t hesitate to let me know if you have any more questions or concerns Again, we appreciate your business.Brad”If you have any other questions or need additional information, please contact me at [redacted] Best Regards,Sarah H

From: [redacted] sans-serif;"> < [redacted] >Date: Wed, Jul 9, 2014 at 8:56 AMSubject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: "[email protected]" <[email protected]> Complaint has been resolved. Thank you. [redacted] Sent from my [redacted]

To Whom it May Concern,Upon receipt of the Revdex.com complaint, our customer service reached out to the customerWe have forwarded a return label to the customer's e-mail addressOnce the return is received, the customer will receive a full refund.Best Regards,Sarah H [redacted]

We have given the customer a refund of $for his orderThis is half of the order, [redacted] Our customer service team will be contacting him about the refundLet me know if you need any additional informationBest,Sarah H [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:They admitted that they made a mistake in posting the offerThey should honor the offerI understand that they have taken down the photo that had the offer in it, however, 10% is not reimbursing me for what I already expected to receiveI would be happy with them either honoring the offer and sending me the packs I was supposed to get free as in I paid for and the offer clearly said buy get free so I would expect to receive additional packs or I would like half my money back that paidIt only seems fair since they made the mistakeOffering 10% off my next order for them basically lying and advertisement is a crime I believe
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
I do not wish to take unnecessary and time consuming steps because I am suspected of fraud.
Regards,
*** ***

To Whom it May Concern,Due to fraud related issues in the past, whenever customers would like to return damaged product, our customer service team politely asks for a picture of the damaged productThis is so products are not sent due to fraudulent accusationsOnce inspecting the photos of the
damaged products, our customer service team sends a prepaid return label and places a new order for the customerWhen damage to products occur during shipping or before they may have been shipped, BnB Tobacco always takes responsibilityWe do not feel it necessary to charge the customer additional amounts for issues that were not their responsibility.Our return policy can be found on our website in great detailLet me know if you need additional informationAs the customer said in the complaint, the only correspondence we have is the initial complaint and our customer service team asking for photos of the damaged products Best Regards,Sarah H***

We regret to hear that the customer does not accept the response to the complaintOur customer service team reached out to the customer on 1/30/saying that we would send the return label if the customer decided not to keep the orderThe correspondence is as follows:(SENT 1/30/at 3:07PM)"Hi Ladies,I received a Revdex.com claim regarding this orderThe customer did not get the correct refundShe should have been refunded for of the bottles that she did not receive, including the cartomizersIt looks like that was an error on the websitePlease call her immediatelyShe mentions that she reached out to customer service to get a return label for a full refundWe have not received anything on our endLet me know when you have more information and I will file the claim with the Revdex.comThank youBest,""(RECEIVED 1/30/at 5:09PM)Customer received the label and she will send it back tomorrowWe will update you as soon as the refund has been issuedCustomer is all good at this point just waiting for her refund.Thank you,"As per the response, we did not issue a refund due to not receiving the product back in our warehouseIf the label has been misplaced or if the customer has changed their mind on keeping the product, we would be happy to settle the correct refund amount or send another return label and refund the full amount upon receipt of the order sentBest Regards,Sarah H***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: ***I am rejecting this response because:
I searched under *** sweets cherry, B1Gfree…your web site came up with the offer it shows…picture says “Buy one Get one Free” under the laws of truth in advertising, I order 3, I should get Plain and simpleI enclosed a sample of where I normally was buyingI thought I found a new, better place to spend $a monthApparently not
You even show the brick of in your add
I am sorry too that you don’t follow the excepted norm in advertising, honestyRegards,*** ** *** *** ***

We have given the customer a refund of $104.97 for his order. This is half of the order, [redacted]. Our customer service team will be contacting him about the refund. Let me know if you need any additional information. Best,Sarah H[redacted]

Hi [redacted],Due to the products being back ordered, the customer was contacted and the order was cancelled on 1/8/2015. Because it was cancelled before the order shipped, the customer was never charged for the transaction. I have attached the order receipt and the voided transaction...

information. Let me know if you need additional information.Best Regards,Sarah H[redacted]

To Whom it May Concern,Upon receipt of the Revdex.com complaint, our customer service reached out to the customer. We have forwarded a return label to the customer's e-mail address. Once the return is received, the customer will receive a full refund.Best Regards,Sarah H[redacted]

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:I received a voicemail from Claire on Monday, January 30th who informed me that they realized they overcharged me in error and would be refunding me $24 for the 2 liquid bottles they did not ship. As of today, (Friday 2/3/17), there has been no refund on my credit card. I also received an email from customer service on Monday and responded that I would ship the cartomizers back even though they were supposed to be free as listed on their website during my purchase but they instead charged me $40 for. I have waited for my $24 refund on the liquids and have not received any. I will be shipping the cartomizers back and want a full refund for the $40 as well. This customer service is hard to get ahold of and always call my phone with a private or restricted phone number. Every time I call them back, I get the run around. This is very unfair that they have charged me nearly a month ago for the liquids and have not refunded me for the bottles I never received because they were out of stock. I would like my refund of $64 as promised.Regards,
[redacted]

From: [redacted]
sans-serif;"> <[redacted]>Date: Wed, Jul 9, 2014 at 8:56 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[email protected]" <[email protected]>
Complaint has been resolved.  Thank you.
 
[redacted]
Sent from my [redacted]

Friday, August 1, 2014
Dear [redacted]:This letter is in regards to a recent complaint with the
assigned ID of [redacted]. The products [redacted] mentioned were photographed
incorrectly. The “Buy 1 Get 1 Free” packaging is built into the pricing. They
were originally...

sold in a 20x5 packaging that were priced much higher. The
photo has not been updated yet. We have taken the product off the website until
the photo can be retaken.In regards to the customer claiming we did not contact him,
please see the e-mail one of the owners, Brad W[redacted], wrote to him on
Thursday, July 17, 2014 at 12:18 p.m.“[redacted],First off, we appreciate your business
and there is no intention to deceive or mislead you in anyway.  We also
appreciate your patience in allowing us time to respond to your question/issue.The packaging for these items can be
somewhat confusing, you can thank the manufacturers for this.  Typically,
the non promotional packaged items you purchased would normally retail for @$75
(normal pricing for a 100 count [redacted] package. see example below.). 
Given these are promotional packaged items, you are the paying for 1 and
getting 1 free in the 20x5 package, which is marketed as a 10x5.  You are
getting a free 10x5 pack.  As such, this is reflected in the pricing of
the item at $34.99.  Here is an example of the “standard”
[redacted] packaging.   We have referenced another well established
online tobacco company:http://[redacted]Please don’t hesitate to let me know if
you have any more questions or concerns.  Again, we appreciate your
business.Brad”If you have any other questions or need additional
information, please contact me at [redacted]Best Regards,Sarah H

July
23, 2014
Dear [redacted]:This letter is in regards to a recent complaint with the
assigned ID of [redacted]. The products [redacted] mentioned were photographed
incorrectly. The “Buy 1 Get 1 Free” packaging is built into the pricing. They
were originally sold...

in a 20x5 packaging that were priced much higher. The
photo has not been updated yet. We have taken the product off the website until
the photo can be retaken.Our customer service team has already contacted the customer
and offered 10% off the next order due to the confusion. If you have any other
questions, please contact me at [redacted]@bnbtobacco.comBest Regards,Sarah HBnB Enterprise, Sales and Marketing Director

Review: Be very careful when ordering from them, they have a “F” rating on the better business burea website. I [redacted] “B1G1 free” [redacted] sweets cherry tip, and up pops their add, it even had a picture of a “brick” of them, 20 5-packs, all marked buy one get one free. $34.99 each. so I order 3 and paid for them. I get them and there are 3 packages of 10 5 packs. I complained and they said they can’t be held responsible for the manufactures labeling, they wanted me to pay to send them back and pay 20% restocking.

I even e-mailed with the Pres. of the outfit, complained about the inaccurate advertising, but oh well to bad.

they have since deleted the add, but the damage is done.Desired Settlement: I believe I am still owed 3 each 10 X 5 packs of these cigars.

Business

Response:

Friday, August 1, 2014Dear [redacted]:This letter is in regards to a recent complaint with the

assigned ID of [redacted]. The products [redacted] mentioned were photographed

incorrectly. The “Buy 1 Get 1 Free” packaging is built into the pricing. They

were originally sold in a 20x5 packaging that were priced much higher. The

photo has not been updated yet. We have taken the product off the website until

the photo can be retaken.In regards to the customer claiming we did not contact him,

please see the e-mail one of the owners, Brad W[redacted], wrote to him on

Thursday, July 17, 2014 at 12:18 p.m.“[redacted],First off, we appreciate your business

and there is no intention to deceive or mislead you in anyway. We also

appreciate your patience in allowing us time to respond to your question/issue.The packaging for these items can be

somewhat confusing, you can thank the manufacturers for this. Typically,

the non promotional packaged items you purchased would normally retail for @$75

(normal pricing for a 100 count [redacted] package. see example below.).

Given these are promotional packaged items, you are the paying for 1 and

getting 1 free in the 20x5 package, which is marketed as a 10x5. You are

getting a free 10x5 pack. As such, this is reflected in the pricing of

the item at $34.99. Here is an example of the “standard”

[redacted] packaging. We have referenced another well established

online tobacco company:http://[redacted]Please don’t hesitate to let me know if

you have any more questions or concerns. Again, we appreciate your

business.Brad”If you have any other questions or need additional

information, please contact me at [redacted]Best Regards,Sarah H

Consumer

Response:

[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] Review: [redacted]I am rejecting this response because:

I searched under [redacted] sweets cherry, B1G1 free…your web site came up with the offer it shows…picture says “Buy one Get one Free” under the laws of truth in advertising, I order 3, I should get 6. Plain and simple. I enclosed a sample of where I normally was buying. I thought I found a new, better place to spend $100.00 a month. Apparently not.

Review: I purchased a box of cigars, and the cigars were opened. Seals and import stickers were torn, and the box was scotch taped closed. I called the company, and they said they would replace my box with a fresh, unopened box of cigars. I received the box, and despite it being shrink wrapped, all seals were already torn and the box had been opened. Is as if they took an open box and re-shrink wrapped it to give me the impression it was a sealed box. I was appalled, and sent them another email with pictures enclosed. They have ignored me and have not responded.Desired Settlement: I want a fresh, SEALED, box of cigars.

Consumer

Response:

From: [redacted] <[redacted]>

Date: Wed, Jul 9, 2014 at 8:56 AM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: "[email protected]" <[email protected]>

Complaint has been resolved. Thank you.