R.J. Reynolds Tobacco Company

increasing number of defective vuse 5% cartridges (golden) in the 4 packs that I've been buying at Love's gas stations starting from April 2022. usually it's just one cartridge per 4 pack. I have multiple batteries and these defects don't work in any of them, even after cleaning both battery compartment and cartridges. Given the rising costs of these cartridges, this is a substantial rip-off. request refund

I have been a long time camel consumer and then I switched to American spirit. When camel crush started last week, my account was locked. So I called and was told there was multiple records at my address and that the computer has locked me out permanently.

If multiple Records lock out an account why are four or five
accounts allowed per address? We have three and I don’t even know if my husband or son use them on a daily basis. Is There somebody in IT that can fix the problem because that’s what they do. Nothing is ever permanent otherwise mistakes on your end would cause a multitude of issues and problems. Can you tell me who I could talk to in the IT dept please? I don’t Understand why you lock out a tobacco using consumer of your products and yet allow thousands of non-smokers to participate in your promos. I have only ever played once a day or week or whatever on my account.

I would like to also add that I’ve had issues in past when one of your websites ( was either camel or newport) had an issue when I tried logging on, it stated that my account couldnt be located. So when I called I was told I could wait to see if it would get fixed or make a new account. In all honesty, it would have been your errors that caused any problems and yet you are losing a a true tobacco consumer as a customer? So rjr has a glitch and then I get booted off.

Is there someone that can actual tell me what is going on because CS at any of brands say they don’t know squat and can’t help. I rely on coupons tremendously and now I can’t even get them, or play any of the promos or online games. Can someone help me get back on the websites please? I hate trying different brands of cigarettes but I need the coupons to purchase. Will I even get a response?

I gave one start because no one has returned my emails or been able to answer my questions.

Boo on you R.J. Reynolds! You have surly changed more than the look of your PallMall brand cigs! I will now roll my own. You took a fine American product and reduced it to something I will no longer be purchasing. It is NOT because of packaging, but the product inside. I have never been one to roll my own, but you have convinced me. Thank you and regards.

RJ REYNOLDS CORP. December 21/16
401 N. Main St.
P.O. Box 2990
Winston-Salem, NC 27101-2990 

RE: VUSE Consumer Complaint

To Whom It May Concern:

I am writing to you because I don't feel that I am being treated fairly over the phone, nor by email to your customer care units. I have repetitively called and emailed about VUSE VAPOR issues. I have been an RJ Reynolds customer since I began smoking cigarettes in 1976! I have been a VUSE user/customer for over a year.

My first complaint is your online offers. I have not received any of the requested coupons/offers in over 6 months.
My second and most important reason for mailing you at your USPS address is the following.

I have purchased on two separate occasions, (once the Mint flavor, once the Berry flavor) at Sam's Corner Market, 107 Broadway AVE, Milton- Freewater Oregon 97862 and one time a starter kit, because of defective pens? Which I will address later in this letter. The Mint and the Berry both, one cartridge each simply did not last more than a couple drags, then they flashed white, and even when I tried it with two other different pins they did not work, so there is 2 cartridges that I am out money for. A total of $ 6.99. for just the two cartridges.

The next 1 defective was both cartridges in the Original flavor $6.94 from Rite Aid, 105 S. 2nd Milton- Freewater Oregon 97862. Again, yes I checked with other pens. Both did nothing, no flashing no nothing. I even checked these with my son's pen, still nothing.

2 More defective cartridges, this time from The Cigarette Store, 85454 Hwy 11, Milton- Freewater OR 97862. Both Original flavor, both did not last more than a few puffs, and then they just went dead, no lights, nothing and again I checked with different pens, and I even bought a starter kit to have an extra pen, and nothing! Total cost this time I am out another $6.99 .

Total on the cartridges is now up to $20.92!

Then to top it off I bought another starter kit, to have a spare, and it did not work, I tried charging it, it glowed red, like it is suppose to, but never turned white to indicate it was done charging. I took it over to my other son's and he tried charging on his pc, nothing. $13.99 on that one. None of the stores would replace/refund. They said I had to contact you. Which I did, and to date I have not received any coupons, nor in any way, shape or form any compensation for my monetary losses, let alone the $1.00 coupons they promised to mail me when I talked to your customer care people at the hot line phone number! So basically I am out $34.91 because of defective items. Not to mention the loss of being able to purchase VUSE replacements for only $1.00 with coupons that I never received!

Please find below, for your convenience, my log in information, for the VUSE vapor website. As well as my name, address etc. I sincerely hope to hear from someone soon, as I am so frustrated with the product and the money lost, I am disabled, as is my husband, so we are on a very limited income. I quit smoking cigarettes, as a gift to my mother on her 92 birthday, October 28, 2015 , and immediately began purchasing VUSE. When they work I purchase 2-3 refills a week.

Needless to say, this amounts to over $80.00 per month, for the past 13 + months? That is over a thousand dollars! Needless to say I could have spent it on cession products instead and spent probably a third of what I have spent on VUSE! And as I said before I smoked RJ Reynolds cigarettes for over 36 years! You can do the math on that one! The last pack of cigarettes I purchased was over $6.00. When I started VUSE I have to say for about one month they were only $4.99, then they went up a couple weeks later to $5.97, now they are $6.94- $6.99 for the replacement cartridges, and over 12 dollars for the starter kit, that I have to buy to replace any defective or worn out pens.

I am probably addressing the wrong person, unit, whatever you wish to call it for any satisfaction to my disappointment and monetary loss, but I had to try this as a last ditch effort before just quitting and going to some other company for my vape needs/wants.

Thank you for your time, consideration, and for reading this! Have a wonderful Christmas and New Years.

Sincerely,

Please be advised since writing this, I never received any reply, and I again have purchased yet another VUSE set of pens (2) and yet another FIVE packages, (10 Cartridges) that were defective. ANOTHER CASE OF LOST MONEY $62.93 this time.

CC

Review: RJR has a website named [redacted] that gives prizes and said I won $50 but made it impossible to collect blaming 3rd parties

On 12/21/2013 I logged on to [redacted] and found I had won a $50 ecode on that same day. I tried to register that ecode and it stated "suspended" so I emailed Camel who put the blame on two different 3rd party sites that both have "F" ratings on the Revdex.com and are no linger accepting complaints or are refusing to answer them. Camel told me by phone to email up2urewards daily until they fixed the problem, which I did for almost 2 months. Up2urewards just stalled until the 30 day registration period was over. Now [redacted] has removed the $50 win from my "swag". They have done this to many, many people and some have given up. All I want is the $50 they stated I won, but made impossible to redeem through their Revdex.com "F" rated 3rd parties. Please check the "lounge" on [redacted] and You can read many others statements who could also never redeem or register their wins. Camel still states by phone and email to be patient, but I believe by them removing the win from my "swag" that they are done with me and never intend to make good on my $50 win. A check will do just fine. As will a working ecode that can actually be registered and redeemed. Also many who were able to register and redeem their wins could only spend $49 out of their $50 wins the way they have it set up. The 3rd party, or Camel apparently gets to keep the extra $1 as a hidden fee. Legal? Camel also tried to lock me out of my account at [redacted] but I was able to get back in. I think they are trying to hide evidence by locking people out.

Thank You in advance for your help! Revdex.com rocks!Desired Settlement: Either a check for $50 or a working ecode that can be registered with no problem and redeemed in full.

Business

Response:

Thanks for letting us know about [redacted]'s complaint regarding the eCode he was unable to redeem through Camel's Instant Win offer.

We have sent an apology email to [redacted] and have requested a $50.00 refund check be issued to him. We ask that he allow 10 business days for the check to arrive.

A copy of our response is attached.

We appreciate the opportunity to respond to his complaint.

Sincerely,

Manager, Consumer Relations

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

P.S. Thank You Revdex.com! Without You the United States would be a disaster for consumers. I appreciate all your hard work big time! Thanks again! : )

Review: I purchase camel cigarettes and use there website often. I have been unable to log onto there website. I contacted them and told them I have had an account online with them for years. they stated I was locked out and would never be able to get on there website again. I asked for the reason and they would not give me an answer. she was rude and would not give me an answer as of why I was not allowed on there website. if I purchase there product, I should be allowed onto there site. very angry with this company, I had been going on there website many times a day because I won 700 dollars on one of there contests and have not received payment yet. I want to receive payment of the contest win and be able to go onto there website. thanks for any help..[redacted]Desired Settlement: payment of my win and allowed access to there website..

Business

Response:

We have researched Mr. [redacted]'s inquiry and found that his account had been locked due to using multiple PIDs. We have reset his account, and he should now be able to access the website.

As far as the $700.00 winnings, our fulfillment house advised that they are now in the process of issuing checks to the winners. Mr. [redacted]'s check may have already arrived or should arrive soon.

I hope he will be pleased with our respose.

Sincerely,

Ann G[redacted]

Consumer Relations Manager

Review: On Jan. 26th I won a $50.00 eCode in the Camel Crush contest. When I tried to redeem my eCode, the Up2u system would not recognize my password. After the 3rd attempt, it stated that my eCode had been "Suspended". I called Camel and they stated they noticed that the Up2u rewards system failed to recognize my password and would forward the information to have it corrected. I also emailed [redacted] but keep getting the same generic answer over and over, no matter what I put in the email. I've tried every other avenue I can think of to try to resolve this problem before filing this complaint. I am loyal to Camel and always have been but when a prize is won on your website, it should be delivered with out so many problems. Have you considered using an alternative third party instead of Up2u Rewards? Their reviews with the Revdex.com are not very reassuring. I would appreciate your help and thanks!Desired Settlement: Simple, delivery of the prize I won.

Business

Response:

Thank you for the opportunity to research [redacted]'s complaint regarding her $50.00 winnings in our Camel Instant Cash offer.

Our research indicated that [redacted] won and successfully redeemed three Instant Win ecodes, however, the eCode won on January 26, 2014, did not process. We are sending a $50.00 check to [redacted] to replace the eCode. I have sent an email to her letting her know that the check should arrive within 10 business days. A copy of our email is attached.

Sincerely,

Manager, Consumer Relations

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

I bought a pack of cigarettes and I had the filter fall off of 10 of the twenty cigarettes. I tried to push it back in but it wouldn't adhere. I'm disappointed. This is the first pack I ever bought like this. I smoke a pack a day.

Review: I have contacted 2 of the call centers that RJ Reynolds has hired on to file a complaint regarding not receiving my replacement items that I called in to report a bad product at the end of December . It has been 6 weeks and I have not received the replacement products that they stated they were going to mail to me ( vouchers for 2 free packs of Vuse cartridges and 1 free Vuse unit. I called again today with a complaint about the process that is set up for consumers to have to call in order to get replacements and how long they take . They stated that they were not going to go around and round with me and that it will be mailed out . Obviously the quality of customer service is poor but so is the time of replacing items . Its almost been 2 months actually . When I called the call center this time they stated they could not tell me the name of their company and also that they could not provide contact information to reach the actual RJ Reynolds company . The way it is set up , they seem to expect customers to wait forever to get the replacement items justifying horrible customer service on both the actual mailing out part and the call centers they have hired . I am still without product and still without the ability to contact the actual company as the manager I spoke with has stated that RJ Reynolds has refused to provide any contact information for their company for the call centers that they hire on as well as the manager also informing me that I am also not able to know what company she actually works for to report . Clearly this is set up in a shady way and I would like to have my replacement items but also see some accountability if at all possible that this company will not be able to refuse their information to the general public .Desired Settlement: I would like to receive the 2 packs of cartridges and the Vuse unit vouchers mailed to me AND in proper time . NOT 6 more weeks . I have already waited 6 weeks so obviously that is why I am on the Revdex.com page to report shady customer service . I would also like to speak to someone that directly works for RJ Reynolds about the bad customer service I have been provided by the call centers that they have hired on to do the work and also hide information about both the call centers AND RJ Reynolds

Business

Response:

We are sorry to learn that Mr. [redacted] experienced such a long delay with receiving the product replacement coupons that were promised.

Our company found that there was a misunderstanding with the company that prints and mails our coupons. Once the glitch was discovered, our supplier began mailing all coupons that had accumulated. My understanding is that the coupons were mailed by February 20. I trust that our consumer has now received his original coupons, plus a second shipment we requested when the first order was not delivered.

We have sent an apology email and explanation to him.

Sincerely,

Ann G[redacted]

Manager, Consmer Relations

Review: I have a small grocery deli business. We had buy down promotion program with Lorillard company, which sells Newport brand cigarettes. Recently RJREYNOLDS Tobacco company purchased Lorillard. Telling us nothing has changed in doing business. Well my business and many other businesses has not gotten any promotional buy down payments from RJR. It is delayed with excuses after excuses. Small business like ours need every source of income to survive. Yet this big corporation RJR is not doing business as usual, while business like mine suffers.Desired Settlement: My business like to get paid in full of promotional buy down Payments. Which we have entered in agreement with Lorillard and RJR.

Business

Response:

We certainly apologize that you have not received any payments. We have not generated a payment for your account due to the fact that no volume is reporting for your account. After further investigation, your volume is reporting to a predecessor account. We have linked this volume to your account and beginning with the July Newport buydown payment, you will receive payment for your volume. This payment should be processed this week. When we process the Q2 reconciliation payment later this month, we will correct this issue and you will be paid for all unpaid Q2 volume. If you have any questions, please call our AIM Pay Hotline at 800-974-2227.

Review: Never received $25 virtual Mastercard that I won in a Camel instant win game.

Won $25 virtual mastercard on 6/9/13. It has been well over a month and I have contacted both Camel and Up2URewards multiple times. I have not heard back from Up2URewards in about 2 weeks - this was my 7th request - after sending in my screenshot of the issue of 'expired code'. I am not the only one having trouble. This business' practice are shady, at best!Desired Settlement: $25 Mastercard either virtual or physical.

Business

Response:

Thanks for letting us know about [redacted]’s issue with redeeming the $25 virtual card he won on our website. We apologize for any misunderstanding or confusion.

Review: Cash game for $25 on Camel attempt to steal personal information.

On or around the 14th of April, I won $25 on my cigarette providers website. It took around twelve days to finally get a card number(544[redacted]8165 07/22/2013 112)and to me this was just an expidition to receive personal information. This card was rejected by three different reputable internet sites. And to today they tell me not to worry about it. I contacted up2rewards.com around three times. I got only one response from them. That response was to keep trying. I've wasted a lot of hours trying to find this elusive $25. Now I think it is time for me not to worry so much about the prize that I won, but to worry about finding a new cigarette company that is honest and transparent. Totally professional. No gimmicks.Desired Settlement: One $25 certified check from Camel cigarettes. And then I might continue to buy my carton of cigarettes that cost me $62.99. Thank you.

Business

Response:

Thanks for forwarding Ms. [redacted]' complaint to our office. We apologize for any misunderstanding or confusion with her vCard winnings.

We researched the vCard, ending in 8165, issued to Ms. [redacted] and found that 8 transaction attempts were made at Amazon, 2 transaction attempts with Walmart and 2 transaction attemps were over the value of the virtual card. Both of these merchants do not accept prepaid cards due to $1 Authorizations, the transaction above the card's value was declined.

As information, some Internet merchants (e.g. PayPal and Amazon.com) test your card with a $1 authorization. This $1 authorization puts a hold on $1 of your card value for up to 3-7 business days. As a result, if your card value was $25 and you then attempt to make a $25 purchase, the transaction will be declined every time since the card value now shows $24. Repeated attempts at one of these merchants will have similar results.

Ms. [redacted]' funds have now been returned to her card. We suggest that she visit https://www.up2urewards.com website to review FAQs - Common Card Misuses - $1Authorization.

We appreciate the opportunity to respond to Ms. Lile's concerns and hope this information is helpful.

Review: On Feb 21, 2014 I won a $50.00 Gift Card from playing an Instant Win Game on the Camel website. When I attempted to redeem the code, I entered my info & the code didn't go through. My wife and I called Camel C/S and was told to enter the info exactly as it appears on my "Dashboard" in the info section under my account. With C/S still on the phone, I attempted to do that and the code still couldn't be redeemed. C/S told me to try spelling out my state,([redacted]) instead of just abbreviating it. That didn't work. Then C/S told me to try using all upper case letters for my name and then keep the other info the same. Again, it didn't work. He then said to try adding the extra four digits to my zip code. Still, the code didn't go through. By now I have made several failed attempts to register this code and now I'm getting a message highlighted in yellow saying the code is suspended!! The Camel C/S guy said not to worry and just send an e-mail to [redacted] with screen shots of all of my personal info from my Camel account and also the message about the code being suspended. I did that and then I get an e-mail back accusing me of suspicious registration patterns. This is FALSE. I was simply trying to redeem my code by entering my legitimate information, but in different ways so the code would finally go through. I was following directions from Camel C/S. This is not right. All of my info is legitimate & valid and I've been living at my address for over 20 years. I have one account with Camel as does my wife. I have not cheated when I played. I shouldn't be accused falsely for something I didn't do. This is the e-mail they sent - We are sorry but this eCode has been suspended due to suspicious registration patterns.We have reason to believe this activity has violated FinCEN (The Financial Crimes Enforcement Network of the United States Department of the Treasury), the USA Patriot Act and IRS reporting requirements. We intend to submit all of this information to each of those agenciesDesired Settlement: I simply would like the Revdex.com and Camel to look into the fact that I didn't do anything wrong by trying to redeem my code. It's not my fault that the info wasn't being accepted and that I followed the advice of Camel C/S and tried to enter the same exact info, but in different ways so that the code would go through. I would like the code to be available to redeem and I would like a copy of exactly how I should enter the info on the redemption website so that I don't get accused of wrong doing.

Business

Response:

Thank you for forwarding [redacted]'s complaint regarding our Camel Instant Win offer. We are sorry to learn of his disappointment.

We are processing a $50.00 refund check for [redacted]. An email has been sent to him (copy attached), along with our apology. We ask that he allow 10 business days for the check to arrive.

As I understand it, the consumer's name, date of birth and zip code must be entered correctly into the Up2URewards system for verification. If [redacted] tried to enter it diffrent ways, that may have triggered the decline.

Please let me know if you or your client have any additional questions.

Sincerely,

Manager, Consumer Relations

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID 9963906, and find that this resolution is satisfactory to me.

Regards,

Review: Failure to correct issue of $25 prize being able to register an receive an e-code won over 2 months ago on next view services website.

Not able to collect $25 e-card won along with no resolution for 2 months from next view services or camel tobacco on issuing my prize I won. I won a $25 prize from camel on 12/3/13. I was directed to click on register the prize to get an e-code for a $25 credit card. When I was unable to register the code due to the code being locked, I was directed to [redacted] to contact. I contacted them and supplied the requested information from my camel log in, dashboard and registration information to next view services. I have emailed them and camel numerous times since 12/3/13 and keep getting the excuse of "we have a lot of customers experiencing the same problem and they are working on it. I have been waiting 8 weeks as of 2/3/13 for a resolution of the issue. Camel has failed to deliver the prize to me in a timely manner.This should of been resolved by now. I contacted rj reynolds by email and was sent the following """We are looking into the issue involving the ability of not being able to register and receive the E-Code. We value your business and we are genuinely sorry that you have been unable to retrieve your prize. The department that handles the promotions are working on it and are trying to keep caught up with all the responses from the promotions; it does not mean we do not care and are not going to assist you with the issue. Currently, at this time we are unable to provide you with a definite time frame regarding the issue; please just know that we are working on it as quickly and efficiently as we can to resolving this issue and we ask that you allow us some additional time" I feel 2 months is more than sufficient time given to wait for my issue to be resolved and the $25 prize given to me. I won a $50 prize and was able to register and claim the e-code for it with no problem at all so I know how to follow directions and register the code. I just would like camel to take care of my issue and to treat me as a valued customer by addressing the issue and responding quickly.Desired Settlement: I would like to be able to get my $25 prize I won from Camel without waiting another month or so with the excuse "we have many people experiencing the problem and are working on it" excuse.

Business

Response:

Thank you for forwarding [redacted]'s complaint to our office regarding a $25.00 eCode he won from our Camel Instant Win program. We are sorry to learn of his frustration over the delay in redeeming his eCode.

I have requested a $25.00 refund check be sent to [redacted] and sent an email notifying him that a check is on its way. We advised him to allow 10 business days for the check to arrive. A copy of the email is attached.

Sincerely,

Manager, Consumer Relations

Consumer

Response:

From: [redacted] [mailto:[redacted]]

Sent: Thursday, February 20, 2014 3:15 PM

To: [redacted]

Subject: RE: Complaint #[redacted] still not resolved by RJ Reynolds failing to meet their obligation and response

Importance: High

I received the check from RJ Reynolds today.

Thank you for all your assistance,

Review: That have sweepstakes on their Camel website. I've won a few times, but when I try to claim the prizes I get a message accusing me of being some kind of criminal. I finally accepted the fact that their sweepstakes are scams and have no intention of ever dealing with their company in any way shape or form in the future, but they shouldn't be allowed to get away with scamming people.Desired Settlement: I don't want anything to do with them.

Business

Response:

Thank you for the opportunity to review [redacted]’s complaint regarding our Camel website Instant Win program.