Rustic Ranch Furniture Gallery

Our business practice is to provide coupons as appeasement for product quality issues We cannot ship new product directly to the consumer We are making an exception for a refund since she has rejected spending $for a new VIBE kit We have also requested two additional coupons to get a pack of tanks for $ The tank coupons are valued at approximately $each They are being sent as a courtesy and intended to offset the $expense of using the kit coupon We will request a $refund be sent to her Please ask her to allow two-to-three weeks for the check to arrive The coupons have already been requested and are in process She may keep and use them with our best wishes

[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.] Revdex.com: 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, [redacted]

Our Trade Marketing sales group advised that this retailer received a sales visit and was set up with an EDLP contract on June 1, It appears that everything has been handled, and the store is set.Sincerely,R.JReynolds Tobacco Company

[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:You indicated in your reply that you re-sent coupon twice (January & March 2017) and according to your representatives neither coupon came back as redeemed I was issued that check by your corporate office (Kevin [redacted] ) not as a replacement for the coupon I never received but because of all the trouble with that coupon, spot your more (email coupons), and $off coupons promised to me by Kevin.I never said that I haven’t received direct mail coupons since last year Nor did I say someone else must have redeemed them I was ONLY referring to the replacement/complaint coupon I never hung up, why would I when I was requesting the manager, furthermore why didn’t the manager call back to follow up since I did make the request??? I have not received any coupons addressed to me, nor have I received any of the coupons that are usually emailed to me (spot your more or the ones that are to be requested from the website)LASTLY, I WOULD LIKE TO KNOW WHAT FRAUD YOU SUSPECT AND DON’T APPRECIATE THE IMPLICATIONS AS A RESULT OF REPORTING YOUR BUSINESS PRACTICES Regards, Naomi [redacted]

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 $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

[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: Regards, Kena [redacted]

From: [redacted] [mailto: [redacted] ] Sent: Thursday, February 20, 3: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, [redacted] ***

We are very sorry to learn of our consumer's experience with a Consumer Engagement (CE) at a local gas station. His comments have been shared with our brand management group, who will be in contact with the vendor that provides this service for us. The individuals who work with consumer... engagements are typically well trained, but it appears there were several failures with this particular engagement. We extend our apology for our consumer's experience. Requesting an ID is done to verify that an individual is 21 years of age or older, and a verbal confirmation that the person is a tobacco consumer is required before offering a coupon. However, the consumer should have been advised that the rep would scan the ID, and the consumer would be required to sign it stating they want to be added to a mailing list. I want to assure our consumer that information obtained during an engagement (and in all forms of mail list sign up) IS NOT SHARED with anyone outside our company. That includes "the government." It can take up to 20 days for data to be transmitted back to our office from a Consumer Engagement. As of this morning, May 23, 2016, this consumer's name was not found on our database. I have a follow-up reminder to check weekly for his name and remove it if it's found. Of course, if he receives a mailing, he should immediately call 800-341-5211 and request removal. We appreciate our consumer taking the time to let us know of his experience. It is helpful with improving our service and coaching reps who work with this program.Sincerely,Ann G [redacted] Manager, Consumer Relations

We apologize to our consumer for their recent experience with accessing the Newport mobile coupon app and for the confusion resolving the issue If a consumer is receiving mailings, including emails and mobile coupons, they have already been age verified and are on our mailing list The only time we should request the last four of a social is when a consumer first signs up for our mailing listsThis process ensures we age verify the correct individual before adding them to our mailing listWhen a consumer calls, our representatives search the database for their information If it is not found during the first search, a second search via a different method should have been performed It was clearly a mistake to re-enter the consumer’s information to set up a new account We understand our consumer’s concern and sincerely apologize that their personal information was asked several times To further complicate this issue, the consumer’s apartment number was omitted from the second PID Our database interpreted the “base” address (without an apartment number) as being an address with multiple consumers at one location and automatically changed the status to “restricted.” I also want to mention that if our consumer has any concerns regarding how their information is used, they should click on “Privacy Policy” on our websiteWe do not share or sell our consumers information to anyone outside our companySince our consumer was unable to request coupons via the website, we are sending complimentary coupons from our office Please allow two-to-four weeks for arrivalWe appreciate the opportunity to respond to these concerns

Please let this consumer know that we have reset her account and password She should use the following information to sign in the website She should NOT continue to register as a new customer or use similar names as a new sign-up Active PID: [redacted] User ID = [redacted] Password = [redacted] Sincerely,Ann G [redacted] Manager, Consumer Relations

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 $refund check for [redacted] An email has been sent to him (copy attached), along with our apology We ask that he allow 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, [redacted] Manager, Consumer Relations

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12319512, and find that this resolution is satisfactory to me Regards, Whitney [redacted]

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 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

Please let this consumer know that we have reset her account and password. She should use the following information to sign in the website. She should NOT continue to register as a new customer or use similar names as a new sign-up Active PID: ***User ID =
***
Password = ***Sincerely,Ann G***Manager, Consumer Relations

We forwarded this complaint to our Trade Marketing senior management for review. This issue relates to several interactions between our company’s employees and a retail customer. We have made the decision not to discuss the details in our response. Suffice it to say that
our management is well aware of the circumstances that led to removing the retail contract and fully support that decision

[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.]
Revdex.com:
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,
*** ***

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

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 Qreconciliation payment later this month, we will correct this issue and you will be paid for all unpaid Qvolume. If you have any questions, please call our AIM Pay Hotline at 800-974-

[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:
That other ID was an old one,I don't even remember how old it was, probably about years and I couldn't log on to the Camel website with itI never entered a single sweepstakes with both IDsI just remember not being able to remember my password for the first account so I re-registered with the exact same information as I did the first time and I never used the first ID again after thatThe only thing I did wrong was not enter information exactly like it was on my Camel account and still don't know what I didn't enter right because I copied and pasted from camel to Upwhatever. My last response
Regards,
*** ***

This consumer's personal ID number was reinstated to a valid (active) status, and she should continue to receive regularly scheduled mobile coupon alerts, have access to our website and receive any other mailings from our company. Downloading a mobile coupon at the store should continue to work as intended.As information, the coupons being mailed to our consumer are from our office and are not available on-line. Our mailing does not affect the mobile coupons offered. Sorry for the confusion