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Marlboro
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Marlboro Complaints Summary

67 Resolved
612 Unresolved
Our verdict: With Marlboro's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Marlboro complaints 679

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Newest Marlboro complaints

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P
1:29 am EDT

Marlboro Marlboro Lights shorts

A while back you changed the paper on the filters. Now, when it gets wet, as it will, it starts to disintegrate and then you’re spitting paper. I believe that you have done this on purpose, you’re either trying to save money or so that we toss the cigarette sooner and we smoke more.

So, just FYI, you have lost a loyal 50 year customer as I’m trying other brands to find one I like that your company doesn’t make, if possible.

Paul K.

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M
9:35 am EDT
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Marlboro Marlboro red label 100

I have been smoking Marlboro for over 60 years I called about two weeks ago and they said they were gonna send me after I was complaining about an issue with smoking Marboro red label 100 what’s happening is it goes out in every cigarette it goes out about four times between drags and it’s starting to make a new flame about an inch down which cannot be tolerated this is been happening to me for the last three months Because I called again they told me that they can’t issue me a credit on that so I have decided to change my brand if there’s such a long time smoking Marboro cigarettes I have become so fed up with the customer service that I’m actually as hard as is I’m changing brands..I’m Done!

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12:10 pm EDT

Marlboro Marlboro reds

The last two cartons of marlboros I have bought have had atleast 4 to 5 factory defect broken cigarettes in each pack. I've been an avid Marlboro smoker for around 30 years and have never had this problem. It's been a huge inconvenience at work. I purchased these cartons in two different areas as well. One carton at sheetz in weirton wv and one carton at the state line store in wellsburg wv all in the last two weeks.

Desired outcome: I would like a response and some kind of solution. [protected]@gmail.com

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3:31 pm EDT
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Marlboro their cigarettes

i contacted Marlboro phillip morris and asked to be removed from their list. i quit smoking 5 years ago. i contacted Marlboro in 2017 and asked to be removed from their mailing list. today 9/8/22 i got some Marlboro coupons in the mail. i called Marlboro again i recorded the phone call this time. i spoke with 2 different people the 2nd one told me after i gave her my address that i have already been removed from the mailing list this will take a couple months then i told her the call was bring recorded and that it had been 5 years how long does it take to be removed from the mailing list if you give me a email address I can send the recording i have i made to Marlboro yester on 9/8/22

Desired outcome: stop sending me cigarette cupons im no longer a smoker

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2:52 pm EDT
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Marlboro Logging on the website

Every time I try to log into my Marlboro account it says verify your email. I click on send verification and never get an email to verify my email. What is going on. I have tried doing this numerous times and different days and still get the same thing verify email account. And yes I have checked my spam folder and it’s not in there. I want to be able to get my monthly coupons and get.

Desired outcome: Be able to log into Marlboro so I can get my monthly coupons.

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Diane1954
carlilse, US
Sep 21, 2022 12:27 pm EDT

I haven't been able to log in for weeks what has changed every month I go in to put in reward points

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E
10:12 pm EDT

Marlboro Marlboro reds shorts in a box

25 years ago, I went from Camel to Marlboro Lights, eventually leading to Marlboro Reds. Always loved, Marlboro up til 2018 or so, I started to notice a difference. Not only did Marlboro lose its flavor, they won't even stay lit, anymore. On top of that, I have developed a cough that has lasted 3 years until I switched to Winston's Red Box! 3 days my cough is gone, not to mention they taste like your cigs did, 20 years ago. You're lucky I don't sue your company, then again...

Desired outcome: Don't smoke Marlboro!!

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12:09 pm EDT

Marlboro Misleading refer a friend to get points on the website

I am very disappointed that Marlboro would have a referral program on their website to earn points and for the referral friend to as well. Yesterday 8/23/2022 sent my friend a referral from Marlboro website to earn 1500 points to sign up and in return I would earn 500 points. Nope not true. I didn't get my points, so called customer care and the woman who answered said that the referral program isn't available any longer. I asked her since we did it already can you please give us some points. She replied no I cannot do that. Really? I told her it is on the website and she said let me take a look. She responded no I don't see it. Well today is 8/24/2022 and it is still on the website showing you earn points for referring a friend. This is misleading and someone isn't doing their job.

Desired outcome: I would like our points and as indicated on the website. Maybe for our trouble send us a free harmonica each?

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5:24 am EDT

Marlboro MARLBORO mobile app portal; Speedy rewards program

This app NEVER works! It's a never ending loop of "Please sign in". After signing in 4 or 5 different times, it'll then ask for your pin to, get this, SIGN IN AGAIN. When you click on Marlboro cigarette offers, you get thrown deep into a black screen of nothingness and there you wait. And wait... for more nothingness. Prices are sky high guys. One, $1 off coupon would be lovely in this economy. Unfortunately, I quit getting coupons in the mail and lost all faith in the Marlboro app ages ago. Unfortunately, times are tough right now so in perseverance to save a dollar, I tried the app again this morning, only to be reminded of why I gave up on it 2 years ago. I'm beginning to believe Marlboro just doesn't have any consideration when it comes to saving thier customers money on already extremely overpriced products.

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9:28 am EDT

Marlboro Rewards

Ccn:[protected] order#[protected] I order chair (43,300 points) in April. Chair shipped April 29. Package was returned to sender may 31. I called customer service in June but was on hold forever. Called July 5 rep said to call back chair was in stock. She did offer to return my points but I just wanted chair reshipped. She said to call back. I called back July 26 and aug 20 both times again chair out of stock and told to call back. Aug 14 I sent email. Angie responded with what is your address so it could be reshipped. I replied to email with my address but didn't get a confirm if chair was reshipped or not. I sent email aug 20 and kia replied saying chair was out of stock. I've explained to all reps everytime that the chair has never been out of stock on line because I always check that first before I call or email.

Desired outcome: Just want my chair

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12:48 pm EDT

Marlboro Marlboro Black 100's Non-Menthol

Hi there, it's me Jason Masters, I recently purchased a carton of Marlboro Black 100's Non-Menthol cigarettes and about half of the packs in the carton were bent/creased inwards and the cigarettes in those packs were torn. I tried to use cig paper to patch the tears on the ones I could but needless to say it didn't work out very well. Just wanted to bring it to your attention. I've never ever had any problems before that I can remember so I'm assuming this is an isolated and very rare incident. Thanks, Jason Masters.

P.S. I tried to put pict at bottom where indicated but when I pushed the button to do so it wouldn't take me anywhere to take pict.

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9:55 am EDT

Marlboro Special select regular gold box

Purchased Special Select on July 4,02002 at Walgreens Store # 4593

in West Palm Beach Florida.

When you light the cigarette the paper burns down with heavy smoke

and won't stop burning; no chance to enjoy the tobacco

I have smoked this brand for some time and this is the first time this happened.

I purchased 5 packs on 7/04 the first 3 packs were fine last 2 were horrible.

as well as scary. I don't want to change brands but I can't afford a repeat

Mary Anne Ryan

Desired outcome: i would like an explanation. Worried these were tampered with.Please respond.

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3:18 pm EDT

Marlboro Marlboro video

Watching the video of the black lady “woodworker/furniture maker” and realized she spoke of helping ‘women and people of color.”

I find this highly discriminatory and believe a lawsuit could be won. I imagine this woman has zero trouble taking money from White men in exchange for her “furniture “. Please fix this, Marlboro. Being woke can make you broke.

I watched the video at approximately 2:00 pm, Wednesday, July 13th, 2022

Desired outcome: I want that video removed.

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3:11 pm EDT

Marlboro Marlboro Rewards

The Marlboro Rewards catalog offers an item listed as "TILE WITH REPLACEABLE BATTERY". (It's a tracking device.) I ordered this item in October 2019. I received it. I liked it.

I ordered another one in March 2022. This time they sent me a unit that has a non-replaceable battery. As I explained to their customer service rep, whether the battery is replaceable is the difference between an item that can be used indefinitely versus an item that becomes disposable when the battery dies. It's a significant difference. So they sent me another one...also with a non-replaceable battery.

I offered to send both of the units I have with non-replaceable batteries in exchange for 1 unit with a replaceable battery. "No exchanges. No refunds." So I said, "Fine. When can I expect to receive the item that I ordered?"

They asked me to send them pictures. Now it's kinda like I'm doing their work for them, but I sent them side-by-side pics of both the fronts and backs of the devices and the packaging. They replied that I'd hear back from them within 2 weeks. It's been 6+weeks and I haven't heard from them again.

Desired outcome: I want the item I ordered (not an obsolete, inferior version). If that item is no longer available, a refund of my Marlboro Rewards points would also be acceptable.

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8:39 pm EDT

Marlboro Marlboro Contest

I won a 25 dollar reward on their latest contest. I hit submit and received an error on their very buggy website. I contacted customer service and cleared cache and reset my password as asked to. Three weeks later and several emails the reneged on giving me my prize. I am bitterly upset and I was given the runaround by their customer complaint department. I have been a loyal customer and am bitterly upset by this.

Desired outcome: I want my prize

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4:37 am EDT

Marlboro Marlboro double-ice mixed with berry flavour (double fusion)

I have been smoking Marlboro double-ice (menthol) since it came on the market and would be saddened should I need to change my preferred choice of cigarettes. I had bought two (2) cartons (20 packets) of Marlboro double-ice (menthol) cigarettes recently. In both cartons, in each packet there has been 3-4 berry flavoured cigarettes (Double fusion). I would like to make Marlboro aware of this error and hope that in future it can be resolved.

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6:07 am EDT

Marlboro Marlboro Blue ice

I have been smoking Marlboro Blue ice for years and recently theses cigarettes are tasting horrible. I bought them from 2 different shops and it doesn't it has the same stale taste.

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3:30 pm EDT

Marlboro Marlboro black

That they keep on catching fire and they smoke really bad ups code is [protected]. That I bought a carton of Marlboro blacks at the Dollar general store and neelyville Missouri last week on Monday they would catch fire and smoke real bad

Desired outcome: That I be refunded for my money.

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9:31 pm EDT

Marlboro Reward site

Cant use my password or id and when i try to change says credentials are wrong, THERE NOT, ITS BEEN 3 MONTHS AND I HAVE A LOT OF POINTS, WAS WORKING TOWARDS SOMETHING, IM ABOUT TO CHANGE BRANDS

Desired outcome: Want it fixed for 714bubba

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6:37 am EDT

Marlboro Stale, and not tasting well

I went and bought two cartons of cigarettes I can normally do at the gas station I normally do. These cigarettes had a horrible taste n oder almost being rotten. I tried to get a refund and wasn't able to I'm so upset because I basically been a lifelong customer of yours and I feel like I'm stuck with something that's is no good and how expensive they are per carton it's kind of disheartening. I understand mistakes can happen but I can't afford to pay for a mistake right now if you could fix the situation I would be so grateful otherwise I've already considered going to a different brand and I can't believe I'm even in saying that.

Desired outcome: Repaid back

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Chante1
Jhb, ZA
May 29, 2022 1:32 pm EDT
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Bought a carton of cigarettes and some of the cigarettes looked like this… full of thick pieces.

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I
6:42 pm EDT
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Marlboro Not staying lit

Says this issue was resolved, but Apparently this issue has definitely NOT been resolved. Myself and several people I know who all smoke Marlboro have had the exact same problem. Stop using the flame retardant or whatever it is that makes them go out. You light it, say 3 or 4 sentences speaking to someone and have to relight it. Super annoying! One cigarette should not need to be relit 3 times. Stop using those nasty chemicals

Desired outcome: Go back to using natural tobacco instead of all the nasty additives. I could understand paying $7 a pack for That.

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Lois Sam Remmie
, US
Aug 16, 2022 8:21 am EDT

Again bought 2 packs marlboros. They are not staying lit and tobbaco falls out very loosely packed. Break easy

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