Rustic Ranch Furniture Gallery

We have researched Mr***'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***'s check may have already arrived or should arrive soon.
I hope he will be pleased with our respose
Sincerely,
Ann G***
Consumer Relations Manager

Thanks for letting us know about *** ***'s complaint regarding the eCode he was unable to redeem through Camel's Instant Win offer
We have sent an apology email to *** *** and have requested a $refund
check be issued to him. We ask that he allow 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

Thanks for forwarding our consumer's complaint regarding VUSE cartridges. We are glad to send a refund of $to replace the cartridges. We ask that he allow two weeks for the refund check to arrive.As information, retailers do not accept returns of any tobacco-related
products. However, we are glad to assist with any questions or complaints through our customer service centerWe ask that if there is a problem in the future, that he call the toll-free number on the product. One of our representatives will be glad to assist him

Thank you for the opportunity to review *** ***’s complaint regarding our Camel website Instant Win program
Our research found that *** *** has two IDs. She has redeemed two eCodes with one ID and eight on a second ID She has won a total of $350.00. She currently has three eCodes that have expiredOur records indicate numerous attempts (to 60) were made to register each eCode with incorrect information.
Our official website rules state that each consumer must use one ID to play. Since *** *** has two IDs and has won multiple times with each ID, we have placed her IDs in a restricted status. This action restricts access to our website and redemption of eCodes. For your information, I have copied the Official Rules below that apply to this situation:
The Official Rules for Camel's Instant Win state that:
"Entrants must use only one (1) PID and password and must only use the PID and password assigned to entrant by SponsorShould any entrant attempt to use more than one PID and/or password, or a PID and/or password that was not assigned to entrant, that entrant and their plays may be disqualified."
I hope this information explains the circumstances relating to *** ***’s complaint.
*** ***
Manager, Consumer Relations

We contracted with this company to resurface our driveway and sidewalk after seeing several driveways they did in our area The owner, Greg C, was very attentive to our needs during the estimate and consequently during the work After making the final payment, to his worker, we tried to contact him to express a concern in the sealer that was applied After a number of calls to his office we have yet to receive a call back Although the finished product is not the finish we expected, and we will not be calling back to have it resealed by them at the end of their so called warranty This work is supposedly warranted for three years The packet we received with the estimate contained several glowing reviews, apparently he can only respond to positive feedback! I would not recommend this company to anyone!!

We are sorry to learn that this consumer purchased a pack of cigarettes that appear to be out-of-date.I've tried to reach our consumer on three different dates via telephone and left a voice mail for a call back each time. Since I have not heard from her, please ask her to call the toll-free
number on the side of her pack, or 800-341-to speak with one of our representatives in customer service. They will be glad to assist her.It might be helpful for our consumer to understand our freshness codes, printed on the carton and pack. The last three characters of the code represents the date the product was manufactured. For example, if you find "PA7" as the last three characters, the manufacture date is January 2017. (i.eP=Day 16; A=January and the number represents the year 7=2017).I hope this information is helpful. Ann ***Manager, Consumer RelationsRJRT

Thank you for forwarding our consumer’s concerns about coupons used for product quality issues. Regrettably, our rep did not fully explain why we cannot send “free product” coupons. As information, we are coaching to this issue so a better explanation can be provided in the
future We agree with that our consumers have a valid point, and we would prefer to send “free product” coupons for product quality issues. A few years ago, additional government restrictions were added to prevent tobacco companies from offering “free product” coupons. A consumer is required to make a purchase in order to receive product, and this restriction includes product quality issues. The coupon requested for this consumer is “VIBE PQ GKIT FOR $1.” The kit includes both battery and cartridge. I am also sending two “VIBE PQ GPK TANK FOR $1” coupons. Since our coupons are printed by another company, we ask that she allow two-to-three weeks for arrival I apologize for the misunderstanding and inconvenience and appreciate the opportunity to explain

I bought a pack of cigarettes and I had the filter fall off of of the twenty cigarettesI tried to push it back in but it wouldn't adhereI'm disappointedThis is the first pack I ever bought like thisI smoke a pack a day

Thank you for the opportunity to research *** ***'s complaint regarding her $winnings in our Camel Instant Cash offer
Our research indicated that *** *** won and successfully redeemed three Instant
Win ecodes, however, the eCode won on January 26, 2014, did not process. We are sending a $check to *** *** to replace the eCode. I have sent an email to her letting her know that the check should arrive within business days. A copy of our email is attached.
Sincerely,
*** ***
Manager, Consumer Relations

Thank you for forwarding *** ***'s complaint to our office regarding a $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 $refund check be sent to *** *** and sent an email notifying him that a check is on its way. We advised him to allow business days for the check to arrive A copy of the email is attached.
Sincerely,
*** ***
Manager, Consumer Relations

The owner was very attentive and submitted a professional folder of information on the company with the proposal/contract. A three year warranty for the work was offered and accepted and the driveway turned-out great - except for several minor items. After the final payment for the work was made, the contractor would never return calls and after numerous voice mail messages may have someone from the company stop by. It has been about 10 months from when the driveway and walkway were resurfaced.

I apologize for any misunderstanding or confusion experienced by this consumer regarding our coupons.   Our consumer initially contacted us on July 15, 2016 to report that she purchased a carton of stale Newport cigarettes.  Our representative advised we would send one carton coupon....

  She called numerous times to our contact center and corporate office during 2016 and 2017 to complain that she did not receive the coupon. We have re-sent the coupon twice, plus issued a $65.00 check, which has been cashed, to replace the original product. We have also sent other coupons as a courtesy.  She has been advised that we would not resend them a third time.    I spoke with her on May 8, 2017 and during our conversation, she stated that she has not received "complaint, direct mail or “spot you more” coupons -- nothing -- and nothing last year.”  I advised her that two carton coupons were redeemed in 2016, plus numerous direct mail coupons.  (Our records indicate 36 direct mail coupons were redeemed during 2016.)  She stated someone else must have redeemed them, that they never arrived at her house.  I advised her to check with the post office, as we would not send additional coupons since she was not receiving them. She became upset and insisted on talking with my manager.  She hung up while on hold.   Our coupon mailings for early 2017 were delayed due to a database mail file issue.  I have verified with our database mailing group that all appeasements requested January through early March 2017 for this consumer were mailed on March 17 and March 22, 2017.  She should have received all the coupons promised to her.   Based on the number of coupons redeemed by this customer, plus a $65.00 check, numerous direct mail coupons, and other coupons that were mailed in March 2017, but not yet viewable in our redemption records, we decline to resend any coupons.    In addition, any future product quality issues will require the product be returned to us before we will send coupons.  We will replace all returned product pack-for-pack.  Empty packs will not be replaced.  We will be glad to send a postage-paid mailer for return of the product.   Due to what we suspect as fraud, her account has been placed in a restricted status, which means she will no longer be eligible to receive direct mail, “Spot You More” or email coupons from our company. Ann [redacted]Manager, Consumer RelationsRJRT

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

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,
[redacted]
Manager, Consumer Relations

Our Trade Marketing sales group advised that this retailer received a sales visit and was set up with an EDLP contract on June 1, 2016.  It appears that everything has been handled, and the store is set.Sincerely,R.J. Reynolds Tobacco Company

[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 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

Representatives at the contact number for Camel.com report that it will take over 6 to 8 months to remove an email from their list. Moreover, to unsubscribe requires registration, and inputting personal information. This egregious effort to acquire data MUST be thwarted. As a California resident and an director of an anti-smoking nonprofit, I'm highly distraught at the depth that this company will extend their reach for private information.

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 lists. This process ensures we age verify the correct individual before adding them to our mailing list. When 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 website. We do not share or sell our consumers information to anyone outside our company. Since 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 arrival. We appreciate the opportunity to respond to these concerns.