R.J. Reynolds Tobacco Company
reviews and complaints

I ordered from Vuse vapor online. I got my order and everything was fine, or so I thought. Unknowingly, they had signed me up for a subscription service! Comes to be October 12th, I get an email saying that there is a pending shipment. I call the company to cancel this order - note that I NEVER agreed to a subscription service - and they claim they can't! The order has not shipped yet and they just simply refuse to cancel it. I even waited on hold for over 30 minutes and spoke to a supervisor and they claim they "can't cancel" it which is completely untrue. I will be requesting a refund of the payment and refusing delivery. Also, it is completely unacceptable that there is no opportunity to cancel a subscription order before it ships and that policy needs to be changed immediately. There needs to be a notification sent to the customer so they can cancel the order if needed or they need to allow customers to cancel pending orders.

Over the past two years i have purchased several hundred packs of vuse vapor pods through various retailers and directly from vuse via their website. A large number of these vapor pods i have purchased were defective when i bought them. Their product had cost me thousands of dollars and i have made contact with them dozens of times in an attempt to send back the defective product for a replacement but they will not replace or refund any tobacco vapor product regardless if it was defective and unusable upon purchase. They only offer to send you coupons to buy a different product at a local retailer that is also defective over 90% of the time. I have returned a large number of these vapor pods directly to vuse but have never received help, support, reimbursement, compensation, or replacement products from them. after two years of willful negligence by this company and thousands of dollars stolen from me and countless others by them, enough is enough.

This company sold me an e-cigarette where I purchased it called Vuse Vape. The item gets hot sometimes and would stay in on my pocket. I also will report to this that after my last waste of time with the attorneys, I submitted this device to a professional source whom can confirm the phone is conductive. Its metal and somehow, its on a diagram. I am going to submit the legal suit within timely filing. I want to provide them a chance to reach out to me. The device I owned burned me on my right thigh where it was, while i was sleeping. I have 7 days in the hospital with 2 different surgeries and had the full thickness skin grafting. I am needing damages cost that I have had to pay for my medical bills. I am in pain for the rest of my life. there is not excuse why cant you all help me with this? I still buy and use you products but chasing your legal team was your worst move. I have legal on standby. I just want to do this like humans. Call me.

I returned a Vuse Vibe Battery to the company in the mailer they sent me when I made a complaint over the phone at the end of May . They were supposed to send me a coupon for a replacement but I never received it. They had sent me a letter June 17 stating they didn't receive the mailer/battery.I contacted them on 6/21 and they said they still did not receive it. I checked again on 7/18 and they confirmed they received the defective battery I have made 4 additional phone calls to them and have not yet received my coupon for a replacement. Each time there's a different explanation and promise to send it. They had said they sent two coupons on 6/23, however I never received them. I have had this issue with them in the past when using a different model of their product, but this one sees to be much better except for 2 defective batteries, one of which they did send a coupon for. I cannot spend time with continuous phone calls and receive no results. Thank you.

On 9/21 Rjrvapor sent me a email stating my order was shipped vis USPS. On 9/23 the postal service tried to deliver my package which requires a signature, I was not at home so PS form 3849 (redelivery form) was left. I contacted the USPS to have the package sent to my local post office for pick-up. The package seems to have disappeared. USPS has no idea where the package is. I contacted the sender on 10/5 and I was told that once the product leaves with the shipper it is no longer their responsible and it becomes mine. I had to take time off from work to walk into the post office to verify it was not there (I did this to times at different post offices). My issue is with the sender telling me that the lost package is MY responsibility and that I have to file a claim with the postal service. The package is insure up to $50. Rjrvapor can file the claim and get the $50. I have already contacted my CC disputing the charge. I have no other choice. Just resend order

I received a letter from RJ Reynolds tobacco co. Stayed on this letter head Camel cigarettes. And address to my address with attention to an individual by name of : ***. FYI there no one by that name here at this address. And yet I recalled have contacted by calling your customer service line at [protected] back in June , and your call center operator said she will get this remove and stop sending these marketing letter to my home with this person. However on 7/31 I received another letter from your company again it is a marketing letter with a word camel cigarettes. Shame on you for allowing this happening and yet allowing someone to uses my home mailing address as a resources there for you violated my privacy and FYI I don't smoke cigarettes or anyone here don't smoke any cigarettes that's not good for you to advertise these marketing letter here at my address and yet you allow someone uses my address and your staff falsely stated she removed my address off your listing and mailing list.

I have been buying VUSE vapor cartirdiges from Vusevapor.com for over a year now. During that time, over 13 cartridges failed to work properly, leaving at least 1/3-1/2 of the vapor oil in the cartridge. I called vusevapor.com on February 8, 2022 to notify Vuse of these defective cartridges & they promised to send me a shipping container to return the defective carts for some coupons to use. The container never arrived, so I called Vuse again on Feb 18, 2022 to again file my complaint about those defective cartridges & was given the same line again, that a shipping container would be sent to my address, & arrive in 4-5 days. It did not arrive, so I called Vuse again today, March 8, 2022 to again report the defective cartridge's. They claim they sent the shipping container, then tried to blame postal problems in my area for its failure to arrive. I now have 13 defective cartridges that I wish to return to Vuse so I can get reimbursed. I'll also add this: Between my first & second call, Vuse wiped out my past purchasing history from my online account.

Purchased two vuse vape cartridge packs each containing two tobacco cartridges. Beings it's a tobacco products I was unable to return to store purchased at which is correct via laws and legislation. All 4 carriages the element burnt out before it was even half used in each cartige. I contact the company tell them the issue with receipt in hand. Was told all they can do is send me a buy one get one free coupon. With my understanding if a faulty product is purchased unknowingly. It is to be replaced at no cost to customer. If not it is in many ways it constitutes fraud. I only want replaced what was faulty. I given them all info stated the problem via their help line and after that stated all they can do is send a coupon in which I have to purchase more product. I really hope this matter is cracked down on them beings it's tobacco products the dea prob should be informed as well. Thanks for ur time on this matter ps I am handicapped with brain cancer. I hope some good comes of this. Even if I don't get a refund I beg stop these horrible business practices so other innocent don't get robbed.

We received advertising and coupons for Pall Mall cigarettes in the mail. The address is ours, where we have lived for many years, but the name on the address is not ours, nor do we recognize the name. The ad stated if we wanted to be removed from the mailing list to call [protected]. None of us smokes and we did not sign up to receive cigarette ads and/or coupons, and certainly not for an unknown name. About a year ago we received our first cigarette ad with coupons, addressed to the same unknown name. At that time I called the number provided to be removed from the mailing list. That request was handled promptly and courteously, and we didn't receive any ads for about 9 months to a year. When we received this ad from a different cigarette brand, I called the 1-800 number and provided a brief explanation. The person who answered the call asked me for my date of birth. I asked why he needed that information in order for us to be removed from the mailing list. He stated the line was only for those over 21 and he had to have my date of birth; I told him I was well over 21 and was following the instructions provided with the ad to be removed from the mailing list. I would give him the address that was receiving the unsolicited ads addressed to an unknown person, but not my date of birth. He would not take the information without my date of birth.

I won a $30 Spotify gift card on 6-23 via the Luckies American Original sweepstakes. I received the confirmation email on 6-24. I contacted Lucky Strike on 9-9 via email, received an automated response from "Carrie", ticket #***. It said they would investigate my issue, never received another response. I chatted with a Gloria, was told my name not on "winner's list". I told her I have screenshot of being told I won, and confirmation email. This chat obviously was going nowhere, so I called. I talk to Heather, same thing, my email address was not on "winner's list". She suggested I reach out to the 3rd party company handling the prizes. I reached out to Prize Logic on 9-29, ticket #***. Was told on 10-11, the promotion was so great that they were behind on sending out prizes. That they were hoping to get the prizes out over the next few weeks. I was happy with this, wasn't told my email address wasn't on "winner's list". They obviously seen the screenshot of me being told I won, and the screenshot of the confirmation email. I waited another month, 11-11 reached out again, ticket #***, just received automated response, nothing more. It's now 12-2, I've still yet to receive my $30 Spotify gift card, and believe they should honor my prize. How do I receive a confirmation email, and my email address isn't on the "winner's list?" It's because I won, plain and simple.

We are a retailer who sells Tobacco and liquor products. For over a year and half we have not seen our sales representative from RJ Reynolds, which resulted in our contract termination with them. Most tobacco companies automatically renew their contracts. As a result, we stopped getting our discounted cigarettes and rebates checks. We found out about our expired contract when we contacted their retailer line in the beginning of October. We wore told that they will fill out a request form for a sales rep in our area contact us. We were asked to give them 4 weeks and we will hear from someone. We didn't hear from them, so we contacted them again on Nov 1st. We were told to give them one more day since out 4 weeks wasn't up, and call them back if we didn't hear from them, and they will escalate it for the general manager to contact us. On, Nov 15th, we called them to let them know that we still haven't heard from anyone and to please escalate it to the general manager. I was told there is no escalating anything. They will send in another request and to wait another 4 weeks for someone to call us back again. I asked the representative what happens if I don't hear from them again. I was told that the process repeats. Not being able to renew our contract has lost us several customers and loss of revenue. We are unable to resolve this issue with RJ Reynold and hoping to get some traction by contacting the Complaintsboard.com.

This company is intentionally producing products that last only a few weeks, as opposed to the previously made products that lasted at minimum a few months. The *** Vape Pens that I have purchased just this year alone goes to prove how unfair they have been. I recently purchased another 3 pens and they all went out within 3 weeks! They are doing so to make customers keep purchasing the battery unit repeatedly. This is gouging. No other products work this way, the battery used to last months and months, I have complained to them in the past and recently as well. They did refund me for some several months back, but I am still having the same issues. These products used to work great, they have created the battery to last only a few weeks now in order for the customer to purchase constantly or on a monthly basis which is what they prefer you do online. At this point, I want this company to stop this! The battery unit should last at least a few months, what they are doing is terrible, they are taking advantage of their customers and gouging them! This is not the time to make customers spend more because of their gouge, they are doing this to make up for the loss of sales on all their flavored devices that are no longer legal to sell! So now, those purchasing the regular battery unit have to pay the price somehow and they found exactly how to do that! This is so unethical! They have loyal, repeat customers, there is no reason to take advantage of them and gouge them! SEE ATTACHMENTS

After months of having their subscription service I started to receive bad product. The pods were dark in color, some had sediment, some leaked and all had a terrible taste. This was for 2 $100.00+ monthly charges. I contacted the service department. They requested I send pictures, and the agent stated I would be getting a refund and acknowledged there had been recent similar complaints. Pictures were sent attached to the reference # *** I was given. Two weeks went by, I called again, I was assured I would be contacted. Four more days passed, I sent another email. I did then receive a response email from Vuse stating in 4-6 weeks I will receive some coupons and to not contact them again until that allotted time frame was over. As consumer coupons are not what I consider a solution. I was sent and charged for a faulty product TWO times. This company is definitely putting their profits first and delivering a faulty product to a customer does not bother them, I cancelled my subscription today This is the response I got after leaving a review on Complaintsboard.com: R.J. Reynolds Tobacco Company Response on 11/23 We apologize this consumer has had an bad experience with our product. We have sent additional appeasement coupons and a member of the call center will reach out with confirmation of when processed. We appreciate the loyalty to the VUSE Brand. I still have not been contacted by the call center or received any type of coupons (which I would not use) I would like a refund of my $200.00+ for the last 2 orders that contained defective product.

I have a monthly subscription and have rarely had issues up until they started using *** for shipping. I totally understand that they can't use the big 3 anymore but RJR is more than capable of finding a solution that isn't putting their customers out like this! And their call center? Someone needs to do better at training in customer service. This is the most poorly managed situation I may have ever experienced with the most ridiculous answers being given by their CSR's. I DO NOT WANT A REFUND! DO NOT COME BACK WITH... ORDER WAS RECALLED FROM SHIPPER AND REFUND ISSUED. I want what I ordered and paid for! Figure it out RJR, you know you're ripping people off left and right at the moment yet you do nothing but give bad information and make excuses. You've had long enough to get this figured out! Shipment Track history MOW [protected]:03 AM Electronic shipment information sent to carrier, Package will be in transit soon MOW [protected]:09 AM Package scanned at carrier hub MOW [protected]:17 AM Package is departing hub and will be in transit to the final destination. Expect delivery within 5 - 7 days [protected]:09 AM Delivery information received [protected]:41 AM Delivery information processed Midcentral Gateway [protected]:33 AM Order processed and shipped from fulfillment gateway. [protected]:48 AM In Transit. Transfer between carrier Hub location, Columbus Terminal ANYONE ELSE SEE THE ERRORS IN THE ABOVE INFO. They are seriously faking taking information and stealing money! The Complaintsboard.com needs to do more than send repeated complaints. DOWNGRADE THEIR RATING.

I received an email yesterday (22 Dec 2020) from JR Reynolds Vapor Cigarettes business, with a "12 days of 25% off". It was valid for power pods. I spent all day yesterday trying to purchase 3 of them, and every time I needed to check out, I would get an error "Something went wrong, please try again later". I tried all day to no avail, and missed the offer. Today I get another email from them. This time for 25% off the Alto 4-pod flavor packs. I selected the products, used the discount code, and same problem as the day before, when trying to check out I get the "Something went wrong, please try again later". I tried several times. I checked my credit card and I noticed that for every failed attempt to purchase the items, there is a pending charge in my credit card: 6 charges for $44.05 on Dec 22, and 4 charges of $38.95 on Dec 23. I decided to call the company's phone number. When I explained the problem to the rep, he initially said he was not aware of any widespread problem with ordering online. Later in the conversation he said that their servers have been down for a while, so I could not place my order, even on the phone. I enquired about honoring the 25% off offer they were promoting (while their server was down, apparently) and they said that they could not guarantee I would be able to get that special offer after their servers are up and running again. I even spoke with a supervisor who said the same thing. This is false advertising, and failure to honor their offers when the problem is clearly with their servers, as well as charging my credit card multiple times without the order going through.

On May 9th, 2022 online order #*** placed in the amount of $171.83. I contacted Vuse Consumer Support on June 2nd, 2022 to report that I had not yet received my order. On June 6th 2022, Jameesha stated that she would process a full refund for A) waiting beyond 15 business days to receive my order and B) for all the inconveniences I had been through. Jameesha also stated that she would send me an email confirmation (stating that the refund will be processed) within 1-2 days. Jameesha also stated that WHETHER OR NOT I RECEIVE THE PRODUCTS, A FULL REFUND WILL IN FACT BE PROCESSED AND THAT IF I DO RECEIVE THE SHIPMENT, I WILL NOT BE REQUIRED TO SHIP IT BACK. On June 8th, 2022 I called to report that I had not received the aforementioned email confirmation and was concerned that a refund was not in process. That representative assured me that the email sending as well as the refund is in process. He offered an additional 30% off my next order for the inconveniences- which is not showing up in my online account. On June 10th 2022 I spoke with a Consumer Support Supervisor, Whitney, and requested that the calls be reviewed since they are all recorded and that an "investigation" or "escalation" be conducted so that I could receive what was promised by Vuse Vapor Company. I verified with Whitney that Wednesday afternoon (6/15/2022) would be an appropriate amount of time for resolution. I called on June 15th, 2022 and coincidentally got a hold of Whitney again who claimed that no movements were made since we had last talked the prior Friday (6/10/2022) afternoon. I am requesting that Vuse Vapor deliver what was promised: 1) an email verification stating that a refund in the amount of $171.83 will be processed with a statement of expected timeframe that will arrive in my bank account 2) a discount (xx percent off) toward my next subscription order and 3) a FULL refund of $171.83.

I bought a pack of 2 refills (referred to as "pods") for the Vuse electronic vaping device from my local gas station, named *** and is connected with ***, in Bakersfield, CA on ***. One of the refill pods is defective, as visually evidenced by its fluid leaking while the pod itself is still sealed in its original packaging. This is not the first time I've experienced an issue with Vuse refill pods leaking; in fact, I've experienced this occur several times in the past and had reached out to the Vuse company to complain. Vuse simply sent me two coupons which offered me a chance to buy a pod and get one free. I reached out to Vuse again this time to complain about this recurring issue, and the representative promised me that they will send a shipping box out to me so I can send to them this defective package containing the leaking pod; and, that their team will inspect it and decide how to compensate me for this negative experience. She mentioned that the mode of resolution is up to their team; meaning, they may just send me coupons again for buy one one get one free, or whatever they choose is best. I told her that I only desire a refund, and she re-asserted that it's up to Vuse to decide how to compensate me for this issue. Today, 12/07, it has been one month since I reached out to Vuse to raise this complaint, and I have yet to receive anything in the mail to even begin this process of submitting the problematic product and receiving some sort of compensatory award. At this point, I desire only a full refund; otherwise, I will press charges and seek to gather all other individuals experiencing this same issue to join me in a class action lawsuit against Vuse. I have a video to demonstrate the legitimacy of this, wherein you can see the sealed package with the defective device inside. For now, I have uploaded only pictures. Please reach out to me if you'll need me to submit the video.

I have owned two VUSE units so that one is always available while the other is charging. At some point one of them stopped working so I bought a replacement. For the last several months I have been struggling with these new units. They malfunction; I throw them away and buy a new one. This cycle has occurred fives times with each unit costing me at least 20 dollars. So, I have wasted 100 dollars trying to find one that works properly. I still have one that functions that was purchased years ago, so I have a reference for trouble- shooting. It is these new ones that are faulty. After this 5th malfunction I decided to call the company. I was on the phone with a representative for an hour. She asked me redundant questions that I had already answered several times over. I honestly felt like I was being interrogated. I felt like her job was to expose inconsistent testimony in order to declare that the company didn't have an obligation to make good on the product. I answered every question. I was asked for the UPC code on the box; I was asked for a number on the battery itself that can only be read with a magnifying glass. I had a magnifying glass and gave the numbers that were requested. I was even asked for the name and location of the store that I bought the units from - I supplied this information as well. After this ordeal, she finally comes back and offers me a coupon which I already stated I cannot use because the store does not accept coupons of any sort. In fact, this one store is the only store that sells Vuse products within walking distance of my home. I don't drive. At one time, the company mailed me replacements for faulty products. I have been a customer of Vuse for years and I have never been treated this way before. It is absolutely not practical for me to utilize these coupons. After an hour of interrogation I feel that they should have made good on their product. They did nothing and I am out 100 dollars.

I called Vuse on the 24 Dec to order 16 5% Golden Vuse Pods. I had attempted to place my order online but the website wouldn't accept my coupon code. After speaking with the representative, we concluded the best financial option would be to sign up for the subscription (2 pack Qty 8). I was to receive a 20% discount for first time subscription order and the 10% for purchasing 8 packs. On the 6 Jan I was curious as to where my order was. I called Vuse. The representative had placed the order for Menthol instead AND my order was sitting in the carrier's warehouse. (no tracking/not in transit) The subscription was canceled and the Shipping Department was notified to have the Menthol pods returned to Vuse. I inquired as to when my actual order would be delivered. I was told the incident was being reviewed and I would hear back. I called the next day thinking I could just pay again and apply the refund to next months order. At this point, it had been 14 days since I originally placed my order and I had a feeling it would take the same amount of time for the shipment to finally reach me. The representative, Trey, attempted to duplicate the order (switching the Menthol to Golden) but said he was unable to apply the 20% first time coupon as it had already been used (in the order they messed up!). I had been on the phone for 50 minutes and was finished trying to remedy their mistake. I told Trey not bother with the order and give me my refund confirmation. He was unable to provide me with that data. He informed me they needed to receive the Menthol pods back from the carrier prior to the refund process. At this point of insanity, I requested to speak with a supervisor. Joyce came on the line. She told me only after Vuse receives the product they sent incorrectly to their carrier, the refund process could start. It would then take up to 10 days after that until I got my money back ($84.80) Inc #***. Is Vuse just hyjacking/collecting interest on customers money!?

I just got off of work and was thinking about the email I received. I am so confused on what "insufficient address" means and extremely upset about this and that it is taking another 2-4 weeks when this issue started February 27th and the 46 defective pods (which were full or 3/4 full) were delivered by UPS March 20th as tracking shows. I have ordered and received hundreds of dollars worth of product from your company which has been delivered to my correct address that I recite and have recited probably over 50 times on every phone call made to vuse and has been confirmed. not only have I received hundreds of dollars worth of product to my correct address but I received the first check in the amount of $47 that was sent to me for 6 out of those 46 pods sent back to you. The previous check I receive also had my correct address. This is all very upsetting to me because not only have I been told numerous times two to four weeks to receive this check but I have also been told a series of multiple incorrect information. Previously after showing this package has been received I then called and spoke with Latika, who told me that your company had not received my car package and it was delivered to the wrong place because whoever signed for it the name on the receiving end said "Long". I encourage you to listen to these recorded conversations. When speaking with latika over a month or so ago, after already being told by a previous supervisor my package had been received, she told me that it had not been received in my package was delivered to the wrong place. I was so upset. I then got on the phone with ups and they once again confirmed they did deliver my package to r.j. Reynolds. after that I spoke with Brian and he confirmed the check has been mailed out and it would be received in 2 to 4 weeks. Then when I called about a week ago I was then told Miss information again by latika, which was that I would not be receiving a refund for the 46 full pods that I spent hundreds of dollars on. After going back and forth with her and her speaking over top of me and yelling at me, she then let me explain and beg for my refund, and then I had her reread Brian's notes to confirm I was told I was receiving a refund and then everything changed and she said it would be there in 2 to 4 weeks. I really encourage you to listen to these recordings because I, myself and a supervisor at my company it would never in my life allow any of my co-workers to speak to any of my clients in the manner I was spoken to by Latika. And not only do I receive and have received hundreds of your product in the state of New Jersey, but my credit card is also linked to two other accounts as you will see in your system and I also spend hundreds of dollars buying product for my sister and my brother in the state of Pennsylvania which is also shipped to them. you will see that my credit card, the same credit card linked to my current account is also linked to two accounts in which I spend hundreds of dollars on monthly. Those accounts and email addresses are: *** and the other one is under "***". so all three of those accounts have the same credit card which is mine and I spend hundreds of dollars on this product a month still even though I cannot have it shipped any longer to New Jersey. For it to be told to me that the reason the check was not mailed is because of an insufficient address is absolutely ridiculous to me and very very upsetting, when this matter has been going on since February 27th and you're defective product was received at your Warehouse on March 20th. I am in the healthcare business and completely understand low staff issues and everything above that regarding the covid issue, but being told misinformation for over three and a half months and being told three different times I would receive the check in 2 to 4 weeks is not acceptable. I have received hundreds of dollars worth of product to my correct address which is *** as well as a check from your company to the correct address. Even if the apartment number was not in the address prior, all of the mail is delivered to apartment 1, the other apartment above me is my mother's. We live in a duplex house. I am sorry to vent to you through all of this, but as a member of management I extremely encouraged you to listen to the recorded conversations over a month or so ago and recently with Latika, whom supervises your facility. after being towed my product was received and I would be receiving a refund I was not only told that I would not be receiving a refund for the hundreds of dollars of product I returned, but I was also told by her that and I quote "Your package was delivered to the wrong location, you need to figure that out on your own, it is not our responsibility" Meanwhile the packaging was your shipment address so UPS could not give me any other information other than the fact that they in fact did deliver it to r.j. Reynolds. I really appreciate you taking the time to read this message and understand how difficult this has been for me and how mistreated and misguided I have been. I will be honest with you Natalie, I love your product, especially when it's not defective, which you can see in the amount of money charged to my single credit card on 3 different accts, but I have to be honest with you, and Hope by after reading this and looking into it you can understand, I am looking into the pricing of an alternative company and their vaping products. Not only has the past three months been a nightmare with the company, especially the particular supervisor, but I have tried numerous times to speak with her supervisor and be understood about the amount of lost time, disrespect, and unprofessionalism I have been given, but am not seeming to be heard, and have been given so many different excuses and misinformation regarding this entire situation. being told another two to four weeks after already being told two different times two to four weeks and a different reason each time it's just a little too much, which I hope you can understand. I really hoped and still hope that we can resolve these issues that I have mentioned in the email and look forward to hearing back from you soon. Once again thank you for taking the time to help me.