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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.
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Marlboro reviews and complaints 680

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Newest Marlboro reviews and complaints

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1:57 pm EDT

Marlboro marlboro blue 72s

Very disappointed you are discontinuing them. Ive been buying them for years and the black 72s are not the same. I started with the milds that are no longer available and now my 72s are being discontinued. Think i may just quit smoking since you keep discontinuing everything i get used to. Ive tried the marlboro blue menthol as well and its just not the same.

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1:46 pm EDT

Marlboro marlboro black menthol 100s

This is my usual brand and I hardly ever have an issue with them. But this time I bought a pack and found one that the filter was not attached to the tobacco end properly and the paper around it was mangled. This is highly unusual but not impossible. Figured its probably a machine malfunction but not sure. Was quite shocked by the quality of this pack.

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2:20 pm EDT

Marlboro marlboro smooth 100s

yesterday, I bought a pack of cigarettes at Kum and Go in Jonesboro, Arkansas. I opened my pack of cigarettes and pulled one out and it looked like this. I was very interested to see it look like this, and I'm not smoking it because it looks really cool and I feel like it's a one in a million type thing. I figured y'all would want to see it for quality control. thank you

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4:25 pm EDT

Marlboro l&m red 100s cigarettes

I bought a pack of l&m red 100s. And went to go smoke a cigarette. And I noticed a hole in the bottem of the filter. I then thought that was odd. So I opened the filter up. And what I found was disgusting! Little worm like bugs! All in the filter. And in the cigarette itself. It was everywhere. From now on i'll be checking my cigarettes. I wouldn't want this to happen to anybody. So everyone make sure to always check your cigarettes. You could be inhaling bugs.

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8:08 pm EDT

Marlboro marlboro menthol 100's

Bought a pack of these two days ago, tasted different but thought they might just be old. Bought a pack yesterday and had the same problem. Today, I cleaned out my car and realized not only did they taste different but the package is different from usual. The left one is the one that taste gross. Please, if you're changing the ingredients let consumers know because I will not buy another pack of the green emblem, they are disgusting.

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7:12 am EDT

Marlboro black menthol 72

I went to the station where I buy cigarettes every day, they told me the blue 72's were being repackaged as black menthol 72. I was already skeptical as I don't like any green package marlboro. But I spent my 6 bucks on this black menthol, being told it was the exact blend and same everything as my precious blue 72.
Long story short, black menthol 72s are in no way, shape, fashion or form any resemblance to my blue 72's. They are disgusting, luckily I found a pack at another gas station in town. But when they all run out, i'm switching back to newport and I know everyone (That I know personally) who also smokes the blue 72 will too. There is something wrong with the black menthol 72. It's like smoking a stale, already smoked half of it a week ago, no menthol flavor turd wrapped in marlboro paper. Good luck marlboro. I've been smoking blue 72 for at least 12 years, but i'll go back to newport before I buy another box of literal poop.

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Yeahokistherealpcofpoop
, US
Jun 16, 2019 5:47 pm EDT

Yeahok youre an idiot

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J
2:20 am EDT

Marlboro cigarettes

I have been smoking Marlboro since 2011, and would recommend this brand to any smoker. I never complain, about anything really, but I do feel that this needs to be notified. I Bought a carton and for the first time, they taste foul. I thought that one packet could be a bad patch and didn't make anything of it, and by the third packet, they all have a horrible bitter low quality taste. Like I said, I really hate complaining, and I don't want to make a big deal out of this, I just felt that this needed to be reported, because I don't know if this could be a manufacturing mistake. I just wanted to report the problem for in case the problem is not resolved and bad tasting cigarettes keep pitching up on shelves. I hope this was a bit of help.
Good day.

Jandre.

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7:51 pm EDT

Marlboro marlboro reds

I've been a smoker and a Marlboro customer for 10 years. The past 2 weeks I've gotten cigarettes that are limp, have to relight every couple drags, and don't light properly (canoe) all the time. I buy 2 packs a day and I feel like I'm wasting my money on your product. What's the deal? I don't want to take business elsewhere but I'm also not gonna spend the money on wasted cigarettes.

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Update by Goat23
Oct 18, 2017 7:53 pm EDT

Tired of wasted cigarettes that don't stay lit and do my burn properly

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pobarjenkins
Minneapolis, US
Oct 19, 2017 1:53 am EDT
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Return them with your receipt to the store of purchase. They may be able to help you with a replacement or refund.

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4:56 pm EDT
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Marlboro marlboro red beyond

I purchased a Marlboro Red Beyond box of cigarettes this week. I have been smoking this brand since 2012. When I started smoking it I noticed that one of the cigarettes did not have an "ice ball" to pop. I ignored it because it wasn't a huge issue if only one of the cigarettes had this fault. As I continued to smoke I realized that two more of my cigarettes in the same box had the same issue. Even though it is not a massive issue I find myself disappointed as I enjoy "popping the ice ball" half way through and finishing my cigarette as a menthol... I have been smoking this brand for a very long time. I am not one to complain usually but this is unacceptable because if I wanted a "normal" cigarette I would buy a Stuyvesant or something. I am just enquiring as to how you will ensure this will not become a common occurrence.

As there is no area where I may place my contact details I would very much appreciate a response to the email account: [protected]@gmail.com
Thank you for your time and consideration.

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Aaliyah Armien
Cape Town, ZA
Nov 29, 2020 9:12 am EST
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I am trying to find someone who I can complain to because everyday I smoke a pack a day and out of the 20 smokes then I'm finding 8 I can't pop. I only smoke the pop, and I spend more money cause I throw the others away.

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Itumeleng Moloi
, US
Feb 13, 2020 1:06 pm EST

I also have been experiencing the same problem and I also just overlooked the one cigarette in a box but the past 5 boxes I’ve bought have at least 2 cigarettes with no pop. And the non response is not very cool for customer service.

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Albertus25
, ZA
Feb 02, 2020 4:32 pm EST
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Im smoking the red beyond and are very highly upset and verry disappointed in the cigarettes that i buy like everyday and its happening even more and more everyday i want to know whats going to hapen now with the cigarettes that we waste and the money that we spend on useless cigarettes that we dont tend to enjoy like when red beyond first appeared on the market so i want to know are we as the customer going to be reimburse or refunded because if i must just think quickly then i roughly throw away more than 400 cigarettes that just simply didn't had the ice ball in

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Jezabel jane
, ZA
Mar 14, 2019 9:59 pm EDT

I smoke Marlboro red beyond cigarettes and am quite upset as for the past 6 months I've had to throw cigarettes away as they do not have the ice pop and is a plain cigarette.
I smoke 30 a day and I'm wasting so much money doing this when a friend told me to lodge a complaint.
My name is Kathleen
And no is [protected]

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L
4:07 am EDT

Marlboro scannable marlboro coupons

606 Dousman Street
Green Bay WI [protected]

Refuses to accept scannable MARLBORO coupons. They say only paper coupons.
I asked why and he said only paper coupons will scan at his register. I said that's ridiculous you're on the list seeing you accept scannable coupons. I huffed turn around left on my way out in another language words were spoken about me I only understood the word "loca". The store owners and employees are always inconsiderate they don't smile they don't say hello they don't say thank you they don't say good by they don't offer you help. They act like you being there is a nuisance. Only reason I go there two or three in the morning is because they are 4 blocks from my house.
Please send me paper coupons so when I have to go there at 2 or 3 in the morning I can use my $1.50 off to purchase cigarettes.
I was unable to purchase cigarettes early this morning because there wasn't another place open 24 hours that took the coupons that I could get to because the serpentine belt fell off my car earlier today. I tried to put it on in the rain so I could go further all I ended up doing is hurting myself getting mad wet and crying.
I'm a disabled 52 year old woman my disability affect my ability to walk any extended distance. I am so upset right now I'm shaking and I really want to have a cigarette but I don't have any.
Sincerely,
Lori Belaire

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9:10 am EDT

Marlboro nxt

I have literally bought three packaging the past month that have either had the menthol crystal already popped or yhe crystals have been missing. Literally on one pack you could see intentions where someone or something popped every single crystal. And that was straight out of the pack. If I wanted a lack of menthol crystals I would buy some other crappier cigarette. I think I deserve what I pay for

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7:10 am EDT

Marlboro marlboro hard packing and change of taste

I am smoking marlboro cigarettes since 3 years. Nowadays I've seen some changes in packaging and taste. The new packaging which were getting is different and the taste of the cigarette is also changed the taste we feel now is light and not like before and the filter is also changed the trademark is removed from the filter as we get many duplicate cigarette here in india. So i request you to make a trademark on the filter and same old taste. The new cigarette which we are getting it tatse like a duplicate cigarette. And doesn't feel like old marlboro which we use to get.please make some changes so that we could know it's the orignal cigarette we're getting. And same old taste new cigarette is not good. Plz do something or i am looking forward to change my brand.

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10:02 am EDT

Marlboro marlboro

I smoked Marlboro since 23 years and i can tell the taste and the smell changed.

I bought them all around the world, NY, Shanghai, Paris, Frankfort... they are different... lost flavor since the last 3 years...

Also, my friends around me (non smokers) told me my cigarette smell chimical products and not tabacco anymore. And i believe they are right...

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7:15 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Marlboro marlboro black menthol 100's.

Purchased 2 packs of cigarettes from caseys gas station in Shabbona il 60550. I watched them open a brand new carton and hand me my cigarettes. Upon opening them I found them to be rock hard and stale. I took them back to caseys they swapped out the two packs for two more only to have the same problem. They however refused to give me a cash refund saying all they can do is swap out the priduuct. So now I'm writing you.

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11:25 pm EDT

Marlboro types of menthols being confused.

I have been going to gas stations to buy Marlboro Menthols and have been being given another type that is not full flavor that is a green blend with a green and silver emblem. This type is like smoking lights. They are not the same as the red and gold flavor. I have had this happen numerous times at different places. They are stocking the regular full flavor menthols with this green blend. I have had to argue with cashiers that it is not the correct type.

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Dustin Davis
, US
Oct 08, 2017 5:17 pm EDT

Same happen to me the new pack taste like it has a little stronger menthol than the other red and gold pm usa pack, but i think its because most stores just recently received them so they havent been sitting on shelfs as long.

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9:39 am EDT

Marlboro fsc and marlboro gold

I've been smoking for 20 years, and recently began noticing that my cigarettes have been burning differently. In fact, the cherry has been falling off almost every cigarette I smoke. The cigarette burns lopsided because I have to puff and puff before it seems like a normal drag, by that point, the cigarette is almost half-way burned downed, lopsided and about to fall in my lap. I've burned clothes, furniture, my car, my carpet, everything. I swear I've only been getting 4-5 decent drags out of every cigarette I smoke. I find myself smoking two in row just to feel the satisfied feeling I used to get. Also, my filter nearly looks black now, when I'm finished. I've tried packing them better, I've tried not packing them all, I've tried different brands, stronger brands, and all of them are burning like this. I guess, it may be a good thing because it's making me seriously consider quitting. I'm terrified, some day, the cherry will fall off without my noticing and start a real fire. These FSC cigarettes are down right dangerous, and they make my cigarette taste a bit different too.

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3:13 pm EDT

Marlboro cigarettes

I am not sure the change ya'll made here a few years back with the way ya'll wrap your cigarettes but they go out easily . Which I understand due to fire protection. But now the cherries fall off easier and more frequently. I have more burn marks are my arms and legs and in my vehicle seats now than I ever have had in 15 years before that change. Please find a way to stop this from happening. Your new fire proof cigs are now more apt to start a fire than ever before.

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akamswonderful813
, US
Sep 29, 2017 9:27 am EDT

My cigarettes burn lopsided, thus making a huge part of the tobacco and cherry fall off. I've burnt my pants, my couch, my car, constantly. I also need to puff 4 or 5 times before I inhale a normal drag, by that point half the cigarette is gone and there's two 2-3 centimeters of smoldering cherry. This is every single cigarette, I've tried packing them better, I've tried not packing them at all, still burning lopsided, cherry always falling on my furniture. It's been so disappointing lately. I hate these FSC cigarettes. They are downright dangerous.

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6:28 pm EDT

Marlboro special blend red

I have been getting 4 to 6 L&M cigarettes per pack mixed in with the Marlboro special blend red... I'm not complaining, just curious as to why... I have been prompted to add more words, otherwise it may not get attention enough to get resolved... All I can say is that I am just curious why l a and cigarettes are in my Marlboro pack.. Thank you for your time and consideration of my non complaint, complaint..

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12:15 am EDT

Marlboro marlboro beyond blue

I have smoked Marlboro Gold Beyond, and about 5 months ago they changed it to Beyond Blue. I love my cigatettes but the quality has really deteriorated. There has been so many big clots of tobacco where Ive wasted so many cigarettes. This morning I lit a cigarette and same thing, you pull and pull and nothing. I actually took a whole hard piece of tobacco of a cm long out. This is really ridiculous. The prices are going up but the quality is going down.

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2:09 pm EDT

Marlboro marlboro black

I opened a pack of Marlboro Blacks and found several of the filters to be wrapped poorly, misaligned and had extra paper handing off of them. Will enclose a picture. This is unacceptable. I have been a long time customer. I do hope that you will make this right. It was beyond frustrating to have to go buy another pack; I can't afford to continue to have to do that.

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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.

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