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 $1.00 for a new VIBE kit.  We have also requested two additional coupons to get a pack of tanks for $1.00.  The tank coupons are valued at approximately $10.00 each.  They are being sent as a courtesy and intended to offset the $1.00 expense of using the kit coupon.    We will request a $19.99 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]

Thanks for the follow-up from [redacted].
We have reviewed our records again and confirmed that there were two different IDs used to play the Camel Instant Win contest, which is against the Official Rules for playing the game.  Each entrant is allowed to use only one ID.  [redacted] has redeemed two eCodes on one ID and eight on the second ID.  For this reason, we must decline reinstating the expired eCodes.
I hope she understands our reason for declining.
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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]
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!  : )

[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]
Complaint: 12499580
I am rejecting this response because:
Regards,
Kena [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 Administratively Resolved]
Complaint: 12152160
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 $7.50 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]

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,
[redacted]

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.
 
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User ID = [redacted]
Password = [redacted]
Sincerely,Ann G[redacted]
Manager, Consumer Relations

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