Menu
Marlboro Customer Service Phone, Email, Contacts

Marlboro
reviews and complaints

marlboro.com
marlboro.com

Learn how the rating is calculated

1.4 680 Reviews

How responsive is Marlboro's customer service?

67 Resolved
612 Unresolved
Poor 🫤
Marlboro is a rare visitor on ComplaintsBoard, so the pace of resolving complaints leaves much to be desired. We believe they should spend more time and effort on reviews to naturally grow customer loyalty. As for reviewers, we'd advise carefully reading existing reviews to understand what to expect. It's also helpful to go through the few complaints that Marlboro has already resolved to get a clear picture of their customer interaction and potential challenges in resolving your personal issue.
Verified
The authenticity of the customer service contact information for Marlboro has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

Marlboro reviews and complaints 680

Filter reviews by rating
5
0 review
4
0 review
3
0 review
2
0 review
1
1 review
Sort by:

Newest Marlboro reviews and complaints

ComplaintsBoard
P
11:47 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Marlboro Website

I use their website to input cigarette tops for their rewards program. I have not been able to do so for the last 5 days. I called cust. support and she told me to input by text with my cellphone. That takes forever.

Also, when I attempted to call them, I was forwarded to a yacky young woman trying to sell me a senior emergency panic button. I hung up and got her again. I waited and called one more time and finally got thru to a Marlboro cust. rep. I don't appreciate being harrassed by a person insisting I buy something I don't need. I then sent an email to [protected]@marlboro.com. I haven't heard back.

Christine Clark 9 13 1952.

Desired outcome: I want to be able to input the cig tops for the rewards they have posted.

Read full review of Marlboro
Hide full review
ComplaintsBoard
I
2:08 pm EDT

Marlboro Ma4lboro Ultra Lights 100

I have been smoking Marlboro cigarettes for many many years. What is going on? At $15 a pack, in NY, I don't feel this should be happening. I have to light a cigarette 3 or 4 times because the light keeps falling off. Is it because the tobacco is packed loosely? This has been going on for a long time now and I am tired of wasting my money. I haven't been able to enjoy a cigarette. Should I just change brands?

Desired outcome: I don't know what the expected outcome should be, You can send me a refund or a few cartons of better quality control cigarettes

Read full review of Marlboro
Hide full review
ComplaintsBoard
A
5:38 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Marlboro Visa gas card

I received my gas card July 2023. When I tried to redeem, it said it had expired already. The card is valid thru 08/24. I have contacted Marlboro twice and they told me to call the number on the card. The first time they told me to call back in 3-5 business days. When I called back they said the card has a block on it to call back in 3-5 business days. Now they are still waiting for a response, so I need to call back in 3-5 business days. I used over 15000 rewards points for this?!

Desired outcome: Please respond, refund or redeem gas card

Read full review of Marlboro and 1 comment
Update by Amando Anaya
Aug 18, 2023 4:42 am EDT

I wonder if they can be sued for false advertisement.

Hide full review
1 comment
Add a comment
S
S
Shawn Pruznak
, US
Aug 18, 2023 12:11 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Im having the same problem with my visa 50 gift card its been 3 weeks since i recueved it and still says expired they just keep saying there waiting on fraud department to release hold keep giving me run around took 30,000 points but cant use the card now there telling me to call back in 48 business hours i think i got scammed and lost 30,000 points

ComplaintsBoard
K
2:32 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Marlboro marlboro rewards

I ordered an ashtray in February of this year and had it sent to my house. I tracked the order every day and it was sent to my old house despite being changed in the system. So it was returned to marlboro and I never recieved it. I have attempted to have this resolved every month for 6 months now but im told they are out of stock. On the app and website it says in stock and will let me order a new one for more points. Im denied a refund for my points and to check back later to see if its in stock. They are in stock online and my friend has ordered one and recieved one yet im still told its out of stock. The original one I ordered was returned to sender so that one is there as well. No one will change the address. I think its ridiculous to go half a year with no resolution

Desired outcome: I want either the ashtray or my points back so i can actually order something

Read full review of Marlboro
Hide full review
ComplaintsBoard
C
9:41 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Marlboro Visa rewards card

I used my points to get a $20 visa reward card in December 2022 it initially shipped in a satisfactory amount of time but I never received it. I emailed stating this fact and the representative email back stating they are currently out of $20 Visa cards and to contact them in a month. So I did. Actually found the time to follow up in July. I sent an other email July 5, 2023 explaining the above. They replied back on 7.8.2023 saying she was able to reship and I should receive it in 4-6 weeks. So, today 8.4.2023 I received the card in the mail only to discover that when I called to activate it “Marlboro rewards blocked the card from being used”. I called Marlboro customer service and was told that this issue has been happening a lot! but they are trying to resolve the problem and someone would give me a call once it’s been resolved. I asked for an ETA.. was told they have no idea and that the “higher ups” are working on it. So as of today it’s been almost 8 months to get a $20 reward, not sure at this point if any of it is worth the hassle. I guess that’s my reward for spending a minimum of $3,000 a year with Marlboro. SMH

Desired outcome: A reward card that works as soon as possible.

Read full review of Marlboro and 1 comment
Hide full review
1 comment
Add a comment
B
B
bastiat
, US
Sep 02, 2023 1:37 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

sorry to hear of your issue. I have enough points for a $50 one & seeing stories like yours doesn't instill confidence i'll get it lol.

Hope they made it right for you

ComplaintsBoard
L
9:11 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Marlboro Marlboro lights taste awful

I have purchased 4 packs of Marlboro lights in the last week. They are HORRIBLE! Burned my throat and gave me a headache asked lady at store if anyone had complained she said no so I got more and same thing. I want my money bk cost too much for me to buy and not smoke. I’ve been a loyal customer for years. Anyway I hope I can quit now. I’m having bad health problems anyway. For anyone that thinks they’d like to pick up the habit DONT. YOU PAY IN LONG RUN.

Read full review of Marlboro
Hide full review
ComplaintsBoard
A
2:24 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Marlboro Rewards

On 3 occasions now I have saved enough points for $10 and $20 rewards Visa gift cards using my Marlboro codes between March 2023 and July 2023. I have only received one of the 3. I have emailed several times just to be ignored and that's not right considering the amount of money I spend on Marlboro. The only response I got back was the automated reply saying they got my inquiry and would respond soon.. they never did though... Seriously considering another brand who actually values customers..

Desired outcome: I'd like my gift cards, and an apology. I'm owed 2 still.

Read full review of Marlboro
Hide full review
ComplaintsBoard
M
9:44 pm EDT

Marlboro Marlboro account

I have been locked out of my Marlboro account. I have many coupon codes to enter but the site will not let me in. I have tried to verify my email address many times. No email shows up. I have even checked spam folder. This is not the first email. I have sent. I am frustrated about this. This weekend I have started smoking Camel’s instead as they have a rewards program also. I am afraid I have lost all of my Marlboro points again. If we can’t fix the problem. Marlboro will not get anymore of my money.

Desired outcome: To be able to get into my account and use my points to receive great products.

Read full review of Marlboro
Hide full review
ComplaintsBoard
R
5:05 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Marlboro Marlboro app

I have no problem with the product. I've had a problem getting into the app to change my email address and password. I've had this problem for almost a year and it's really starting to make me very upset because I have points for coupons and 3 bags of empty packs to put in. I have a whole new phone and number now and I really want my coupons! Sincerely, Rebecca Hatter at www.sunnation@gmail.com.

Desired outcome: I want my coupons and your app to work for me. I've had your app as soon as I got a phone to download it.

Read full review of Marlboro
Hide full review
ComplaintsBoard
M
2:03 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Marlboro Marlboro Gift Cards Not Received

I have not received two $25 VISA gift cards I won earlier this year and should have arrived by no according Marlboro's own estimates. The tracking numbers show nothing. When I inquired, I received an email saying I should wait to see if they arrive. When I finally reached someone on the phone admitted there were problems sending out the gift cards and they would get back to me. I have yet to hear back.

Desired outcome: I'd like the two $25 Visa Gift Cards or else the same $50 compensation via Paypal.

Read full review of Marlboro and 1 comment
Hide full review
1 comment
Add a comment
B
B
bastiat
, US
Sep 02, 2023 1:41 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

did anyone ever get back to you?

Any update these months later?

Any info will be appreciated

ComplaintsBoard
S
10:09 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Marlboro Never received an item I used thousands of saved points to select but never have received

I saved thousands of Marlboro pack codes for several months in order to select a specific item from Marlboro's catalog of items. I selected the item I had saved for on March 10, 2023 and according to my account on Marlboro's website, my item was "shipped" on March 16, 2023 via UPS and I was given a tracking number. Every few days for three months I checked the tracking status on the UPS website and all it every said was UPS has received a label to ship the item but UPS hadn't actually received the item yet. On June 27, 2023 I checked the tracking and now it says order has been canceled. I have emailed and called Marlboro at least a dozen times and all I get is the runaround and promises that my order has been "escalated" and I should receive it within a week. Then weeks go by and I'd still have nothing. I even had a representative hang up on me after being on the phone over an hour trying to find out why I haven't received my item yet. I even asked to have my points back so I could select something else and they said they couldn't give me my points back. I saved these points for several months and I just feel like I've been stolen from and that there's just nothing else I can do and they figure I'll eventually get tired of calling and I'll go away. Their customer service representatives are a joke and obviously aren't trained by professional managers. They are rude, they say what you want to hear just to get off the phone with you and leave you angrier more each time. I have thought about filing a lawsuit for theft and false advertising, but I really don't have the time nor the resources to follow through with a lawsuit that I'd probably lose anyway and be out lots of money. Please, if anyone can give me a number, address or something other than what they put on their website to contact them, I'd be very grateful for your help. Or some advice if you've been through this with Marlboro and was able to get a resolution. I'm just at a point that I don't know what else to do other than say screw it and just move on. Thank you

Desired outcome: I'd like to have my item but I'd also be happy if they'd give me my points back so I could try again.

Read full review of Marlboro and 2 comments
Hide full review
2 comments
Add a comment
M
M
MarkM18
Lucerne Valley, US
Jul 08, 2023 2:05 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I'm waiting for two $25 Gift Cards myself and have been getting the runaround. I'll join the lawsuit.

Author of the review
SonOfSammy73$#$
SonOfSammy73$#$
Maceo, US
Jul 10, 2023 11:51 pm EDT
Verified customer This comment was posted by a verified customer. Learn more
Replying to comment of MarkM18

Great. I will get back to you via this thread once I've gotten word from the attorney to start collecting names and contact info. I'm dead set on not letting them get away with this. Someone is stealing from us and they need to be caught, fired and prosecuted for theft. And Marlboro is responsible for at least half of all of this because they have hired the company to oversee their rewards program and have done nothing to stop it from continuing to happen to more and more people. If that means a couple million dollars split between 300+ people, that would be ok with me because that would hopefully put Marlboro in a position to take action against the company they contracted and put an end to the theft of people's reward points that they saved up for several months in some cases. Thanks for responding and hopefully we can all have some justice soon.

K
K
Kanoab
Tucson, US
Jul 05, 2023 8:41 pm EDT

After 5 months of calling about the $50 gift card I FINALLY received it. This meant going to Marlboro corporate. Phillip Morris and Altria. It was a HASSLE but I wasn’t going to let them beat me out of 33,000 points. Like I’ve said before. The rewards center is run by a contractor and every now and then someone on the other end is transferring the rewards to an outside source.

Author of the review
SonOfSammy73$#$
SonOfSammy73$#$
Maceo, US
Jul 06, 2023 12:02 am EDT
Verified customer This comment was posted by a verified customer. Learn more
Replying to comment of Kanoab

That's great that you finally received your item. Too bad it took as long as it did. I'm hoping that I'll get mine soon because I'm fixing to hire an attorney if I can get about 50+ people to join in the suit and maybe we can expose these lying thieves!

ComplaintsBoard
A
2:47 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Marlboro Cigarettes and the game

It appears that Malboro is sponsoring the GAME, a Satanic GAME where they accumulate trillions of dollars, try to make the city rich by doing everything illegal which is against the criminal code of Canada, I have been made the victim of this GAME and subject to the harshest punishment. Everyone is smoking but me, I have asthma, bronchitis an an allergy to smoke and they are smoking everywhere including public spaces where I can't breathe. They have orgies and sex an use drugs and have roped the police, ambulances and now the fire fighters into this crooked GAME. All of my rights have been taken away as a Canadian citizen. How does Malboro feel about a giant lawsuit? Please tell me.

Desired outcome: Compensation, apology and resolution

Read full review of Marlboro
Hide full review
ComplaintsBoard
D
4:53 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Marlboro Carton of marlboro 100s in red pack

I bought a carton of your ciggarettes at country market on south street in akron ohio. Every pack was not only stale but had, in a few packs, a tar like substance in them. I am not pleased with spending money on stale and toxix ciggarettes. Your company needs to look into this and im considering filing a claim for the money I paid for them. What if its toxic or something.

Desired outcome: refund or replace with fresh non toxic Marlboro 100s red pack

Read full review of Marlboro
Hide full review
ComplaintsBoard
K
2:04 pm EDT

Marlboro Gift card ordered on 1/17/23 not delivered

I ordered a $50 visa gift card on 1/17/23. I have received NOTHING. It is listed as shipped. I have called enumerous times. All I get is item is out of stock. The rewards site is showing it as available. How can they be taking more requests when they haven’t fulfilled the so called BACK ORDERS. I posted as all of you should on the Phillip Morris International Facebook page. I got a fast response from them telling me to go into detail via messenger. These people are just contractors and need to be held responsible for their actions

Desired outcome: I’m going to follow up with Phillip Morris International on messenger

Read full review of Marlboro
Hide full review
ComplaintsBoard
S
12:32 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Marlboro Red 100s

A few days ago I bought a pack of Marlboro red 100s at dollar general on hwy301 in Eudora, MS (near Arkabutla). Nearly the whole pack had holes in them. (Not the filter, but the tobacco part.) They wouldn't stay lit to smoke. It s like trying to smoke a straw. At $8.28 /pack after tax, I expected better quality. Dollar general does not accept returns or exchanges for cigarettes.

Desired outcome: I would like a refund or replacement for 1 pack of Marlboro Red 100

Read full review of Marlboro
Hide full review
ComplaintsBoard
S
2:36 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Marlboro 2 gift cards

They were a 25.00 gift card one was visa and another was gas or visa.. Its been a while.. They were never delivered! I called marlboro and chatted countless times they said at first they would resend. I never got them, I asked them to see if the cards were used and to do a investigation. They just stopped responding to me.. Its been maybe about a year.. But its the principle!

Desired outcome: 50.00

Read full review of Marlboro
Hide full review
ComplaintsBoard
J
2:20 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Marlboro Marlboro red black 100s

I bought four packs of these Marlboro red black 100s from west genessee market on genessee in saginaw michigan and they are expired in 2021 this is crazy expired i went back store owner said cigarettes never expire and no refund im very upset they do expire and go stale just like these this is not fair i want a refund or replacement bought on 4/29/2023

Desired outcome: Refund or replacement i had drive back store to be told no im valuable customer over 20 years have never had a complete EVER but this was not ok

Read full review of Marlboro
Hide full review
ComplaintsBoard
C
7:08 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Marlboro Marlboro coupons

I smoke Marlboro ultra lights. I signed up for rewards because inflation has got me in a bind. I need the coupons. When I signed up, I was asked what tobacco product I used. I did not studder, I was direct, so why am I getting coupons for cans of chewing tobacco? The first couple of times, I blamed it on the long Covid affecting someone’s ability to focus. This third time, I’m thinking Marlboro wants me to drop their product like a cowboy drops a bud light after insulting women with their terrible marketing move. I will smoke a camel. They send me coupons for the product I use. See, I’m going to smoke, I’m just not going to be inconvenienced with chewing “pouch” coupons that are trash to me. If I can’t get a coupon that gives me a big ole dollar break every now and then from marlboro I will jump on a camel so fast it would make a Clydesdale buck wild. Can I get a decent coupon please?

Desired outcome: Send me coupons for Marlboro cigarettes. Good ones. Stop with the “ free can of on! I don’t chew, won’t use it, ever

Read full review of Marlboro
Hide full review
ComplaintsBoard
C
9:46 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Marlboro Rewards sign up

I used to be able to get rewards from Marlboro. No idea why I am not in the system anymore.I have been trying for YEARS to get either access to my rewards account or register for a new one. Get the same msg everytime. Cannot verify my identity. I get rewards from EVERY brand of cigs but not for the kind I smoke... Marlboro. I have called countless times and nothing worked. I even went as far as to register for an account with the company who does the age verification AND STILL not able to register or anything to get rewards from the ONLY brand I smoke. I work, pay taxes and am a 51 years old American CITIZEN but not verifiable with my ID, Name,SSN or address. Wtf?

Desired outcome: Figure out what the problem is and correct it. I had an account at one time why I cant get my info updated or register for a new account is pretty strange.

Read full review of Marlboro
Hide full review
ComplaintsBoard
H
3:31 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Marlboro Marlbaro adavance

I smoke marlbaro advance from last 4 years on regularly basis but your new packaging and new edition of marlabaro advance is worst ever ... That carbon filter affect throt directly ... It's not that smooth as the last one , usually i smoke 30 cigrettes in a day but after this new edition I'm not able to smoke 10 cigrettes in a day just because of that new filter . I consume this new edition of marlbaro advance from last 4 days and it affects my throat in a very bad way so i just request to provide the old edition in market .

Read full review of Marlboro
Hide full review

Marlboro In-depth Review

Product Range:

Marlboro offers a diverse range of cigarette varieties, tobacco products, and smoking accessories. Whether you prefer classic flavors or unique blends, Marlboro has something to suit every smoker's taste.

Quality of Products:

Marlboro takes pride in its tobacco sourcing and processing, ensuring the highest standards of quality. The brand's manufacturing practices adhere to strict standards, resulting in consistently well-crafted products. The packaging and presentation of Marlboro products are also top-notch.

Brand Reputation:

With a rich history and legacy, Marlboro has established itself as a trusted brand in the tobacco industry. Its market presence and popularity are evident, with a loyal consumer base that appreciates the brand's consistent quality and iconic image.

Pricing:

Marlboro offers competitive pricing, making its products a great value for money. The brand frequently provides special offers and promotions, allowing customers to enjoy their favorite products at even more affordable prices.

Customer Service:

Marlboro prioritizes accessibility and responsiveness when it comes to customer service. Support channels such as phone, email, and live chat are available to assist customers with their queries and issues, ensuring a satisfactory experience.

Online Experience:

The Marlboro website boasts a user-friendly design and easy navigation. Detailed product information and descriptions help customers make informed choices, while the ordering and checkout process is seamless and hassle-free.

Shipping and Delivery:

Marlboro offers various delivery options to cater to different needs, ensuring prompt and reliable shipping. The brand takes care in packaging and handling its products, ensuring they arrive in excellent condition. International shipping is also available for customers worldwide.

Social Responsibility:

Marlboro demonstrates its commitment to environmental initiatives and tobacco control measures. The brand actively engages in corporate social responsibility efforts, contributing to the betterment of society.

Legal Compliance:

Marlboro strictly adheres to age verification and restrictions, ensuring compliance with tobacco regulations. The brand prominently displays warning labels and health information on its products, prioritizing consumer safety.

Customer Reviews and Ratings:

Marlboro values customer feedback and aggregates user reviews to gauge overall satisfaction levels. Specific areas of praise or concern are taken into consideration, allowing the brand to continuously improve its products and services.

Innovation and Adaptability:

Marlboro embraces innovation and continuously develops new products to cater to changing consumer preferences. The brand stays ahead of the curve by incorporating technological advancements into its offerings.

Competitive Analysis:

When compared to other tobacco brands, Marlboro stands out with its unique selling points. The brand's market differentiation is evident in its consistent quality, diverse product range, and strong brand image.

Health and Safety:

Marlboro acknowledges the health risks associated with smoking and provides clear health warnings and education to its customers. The brand also actively supports harm reduction efforts.

Accessibility:

Marlboro products are widely available in different markets, both through retail store locations and online ordering options. This accessibility ensures that customers can easily purchase their preferred Marlboro products.

Overall Recommendation:

Based on our review, Marlboro offers a wide range of high-quality tobacco products and smoking accessories. The brand's reputation, competitive pricing, and commitment to customer service make it a recommended choice for smokers. However, it's important to consider the health risks associated with smoking and make informed decisions.

Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Contact Marlboro customer service

Website

marlboro.com

Our Commitment

We stand for unbiased reviews

We make sure all complaints and reviews are from real people sharing genuine experiences.

We help resolving issues

We offer easy tools for businesses and reviewers to solve issues together. Learn how it works.

We advocate freedom of speech

We support and promote the right for reviewers to express their opinions and ideas freely without censorship or restrictions, as long as it's respectful and within our Terms and Conditions, of course ;)

We ensure transparent and fair ratings

Our rating system is open and honest, ensuring unbiased evaluations for all businesses on the platform. Learn more.

We care about your privacy

Personal details of reviewers are strictly confidential and hidden from everyone.

We are easy, free and open to everyone

Our website is designed to be user-friendly, accessible, and absolutely free for everyone to use.

Is ComplaintsBoard.com associated with Marlboro?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Marlboro Customer Service. Initial Marlboro complaints should be directed to their team directly. You can find contact details for Marlboro above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about Marlboro. Discuss the issues you have had with Marlboro and work with their customer service team to find a resolution.