Cigarettes & Things, LLC

August 21, 2014
Ms. [redacted]
Subject: Case #[redacted]
Dear Ms. [redacted],
Sorry for the late response, I just received your letter dated August 11, 2014. The store clerk involved in this complaint is [redacted] not [redacted]. There is no [redacted] working at...

this store.
The store policy is, we will exchange defective merchandise. [redacted], myself and our distributor inspected the merchandise in question. For information, it is a 16 oz. bag of mentol tobacco. Stale tobacco is clumpy and dry to the touch. The tobacco in question was moist and soft to the touch. Also, for your information, the 16 oz mentol bag is our fastest moving tobacco bag. We have never received a complaint regarding this product, until now.
If the merchandise in question was indeed stale, I would gladly replace it with a fresh bag of tobacco. Of course the true way to test freshness is to try the produce. I am making the assumption that the tobacco was used by the customer and she felt it was stale after smoking the merchandise. lf this is the case, l will gladly provide another 16 oz bag with the knowledge that it cannot be returned again.
To make arrangements, she can call [redacted] from 7 am to 12 am any day except Wednesday and weekends. Phone number is [redacted]. I will advise [redacted].
I hope this is a workable solution.
Sincerely,
[redacted]- Owner