Complaints

This profile includes complaints for R.J. Reynolds Tobacco Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  R.J. Reynolds Tobacco Company

  401 N Main St Winston Salem, NC 27101-3804

  
• 

  R.J. Reynolds Tobacco Company

  15720 Brixham Hill Ave Ste 345 Charlotte, NC 28277-4784

• 

  R.J. Reynolds Tobacco Company

  PO Box 834039 Richardson, TX 75083-4039

• 

  R.J. Reynolds Tobacco Company

  11125 Knott Ave Ste D Cypress, CA 90630-5138

• 

  RJ Reynolds

  1201 F St NW Ste 1000 Washington, DC 20004-1232

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** is owned by **** Reynolds Vapor Company. I redeemed my rewards points for a $10 MasterCard gift card with Vuse on July 23rd. I was surprised when I never received it. I contacted Vuse every single day to inquire as to why I never received the gift card. I supposedly may have received an email yesterday but after so long waiting it accidently got cleaned out with other emails. I had called in waiting for so long and spending so many calls asking Vuse over the phone when I would receive it and got the same reply saying, "we apologize for the inconvenience, it is now being escalated". I am so angry and upset that this has gone on for so long and not received what was promised. I believe this company is completely at fault because they are the owners of Vuse and have not done what was promised. I think the company should do more for all the time and hassle they put me through. A little $10 gift card they promised is not nearly enough.

  

  Business Response

  Date: 08/06/2025

  We apologize for the inconvenience you're experiencing with our Rewards program. Upon reviewing your profile, we see that you contacted us on 8/5/25 and that your concern has been escalated for further review. Our team will be following up with you shortly regarding this matter.
  

  For any additional questions or support, please feel free to contact our ************* team at *********************. Were available Monday through Friday from 8:00 a.m. to 10:00 p.m. EST, and Saturday and Sunday from 10:00 a.m. to 8:00 p.m. EST. Thank you for your continued loyalty to the Vuse brand.

  Customer Answer

  Date: 08/06/2025

   I am rejecting this response because I did receive the gift card yesterday but after several weeks. The response they gave is the same response I received when I called them. It is always escalated. Terrible service. 
  
  
  

• Initial Complaint

  Date:07/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attempted on more than one occasion to resolve an issue with the quality of A product sold by RJ Reynolds. I bought two cartons of New port 100's and both cartons have had quality issues. I attempted to resolve the issue directly with customer service. The first proposed resolution was for buy one carton get one free. Understandably, Not a single store would take the coupons. I then requested a check be sent for the amount that I lost on both cartons. The check was sent but two different banks are refusing to cash the check because both say the check can not be verified. I am absolutely upset and confused and I do not know why RJ Reynolds is making a resolution so difficult.

  

  Business Response

  Date: 07/17/2025

  **************** is the issuing bank for our refund checks. In some cases, issues may arise if the consumer attempts to cash the check directly, as the bank may require it to be deposited and cleared through an account first. Additionally, if the consumer is using a check-cashing servicesuch as Walmartthey may encounter difficulties, as these services often do not accept non-payroll checks. These facilities typically have strict check-cashing policies and may decline checks that dont meet their criteria. If immediate access to funds is needed, we recommend visiting a **************** branch, where the check may be cashed more easily. 

• Initial Complaint

  Date:06/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted customer service three times regarding my inability to log in. During my first call, the agent informed me that he could not assist me and would forward my request to another department. On the second call, another agent explained that I could not use two different email addressesmy personal and my work email, which I have been using for some time. He mentioned he would send a link to reset my password. I was able to access my account that day, but since then, I have been unable to log into either account.I called again today, June 30, 2025, and the agent told me she couldn't help and suggested I try to send a request to reset the password. Unfortunately, I was unable to do this. Newport previously had a form to fill out for issues like mine, which was much more effective; their current customer service has not resolved any of my issues. Now, I cannot use any rewards, and I have not received any response via email or phone. This is not a professional service, so I am filing a complaint!

  

  Business Response

  Date: 07/07/2025

  We are sorry that you are experiencing issues. Our team will be reaching out to resolve their technical issues. Our customer care number is ***************. Please call us Monday through Friday from 8:00a.m. until 10:00p.m. EST or Saturday and Sunday from 10:00a.m. until 8:00p.m. EST. We will be glad to assist you. 
  

  Customer Answer

  Date: 07/07/2025

   I am rejecting this response because:
  Contacting customer service is the reason I have filed this complaint. There is no resolution when you call customer service as they will say, "This is handled by a different department". The "different department" never calls or follows up on the issue. Newport rewards is a great promotion but the customer service is not helpful.
  
  

• Initial Complaint

  Date:06/18/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have $102 in coupon cigarettes that American spirits refuses to honor I have 21 $2 coupons and 20 $3 coupons I have reached out to them via the app nobody ever responds when I call customer service they are very rude and most times have a very thick accent and trouble understanding but they are very clear in telling me they cannot do anything to honor the coupons Through the app it only lets you upload one coupon at a time then you have to wait 7 to 10 days to be able to try to upload another one which most of the time doesn't work properly There is no information stating any time frame or expiration date these cigarettes come in the packs of cigarettes that I purchase which are very expensive in comparison to other brands so the coupons help out I just want the value honored of $102 and coupon credit or uploaded onto my American spirits account whichever is more convenient. I've left messages with corporate multiple times and nobody ever calls me back Please honor the $102 in coupons that I have thank you

  Customer Answer

  Date: 06/29/2025

  I have not heard from the business in response to my complaint.

  
  

  

  Business Response

  Date: 07/02/2025

  We are sorry this consumer is upset. We don't have a record of this consumer under the information provided.  However, the coupon the consumer attached in this complaint is a mobile coupon that expired March 31, 2025. This coupon was only for mobile redemption. To better serve you, we would like to speak with you personally to resolve this matter. Please call us at *************** Monday through Friday from 8:00a.m. until 10:00p.m.EST or Saturday and Sunday from 10:00a.m. until 8:00p.m. EST.

  

  Business Response

  Date: 07/07/2025

  We are sorry that this consumer had this experience with our product. On 7/3/25 a refund was processed for $102.00. The consumer should receive the refund check within 1-2 weeks

  Customer Answer

  Date: 07/09/2025

   I am rejecting this response because:

   

  I just spent 25 minutes on the phone with a customer service representative ****** who told me that he is unable to give me a coupon for a free carton of cigarettes because I live in ******** yet ******** is the state where I purchase the cigarettes that have the coupons in them that they are not being honored now he told me there was no way that he could figure out how to upload credits or coupons for free cigarettes to my account so I don't understand what the problem is here whether he is misinformed or somebody just doesn't know how to rectify the situation I would please like it taken care of and a free carton of cigarettes either a digital or a hard coupon sent to me thank you
  
  

  
  

• Initial Complaint

  Date:06/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Issue involves advertisement. Please remove the name and address from your mailing list. The individual does not live here...wrong address.

  

  Business Response

  Date: 06/06/2025

  We are sorry this consumer is receiving unwanted communications. We don't have a record of the consumer reaching out to our customer care team to be removed. However, I will ensure this consumer is removed from all emails and mailings today. Our mailings are scheduled weeks in advance and the consumer may still receive some during the next 4-6 weeks. We ask for patience during this time. After this period, they shouldnt receive any more communications. We appreciate the consumer reaching out and again we apologize for the inconvenience.

• Initial Complaint

  Date:05/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the second time RJ Reynolds has requested I have sent in defective product with the promise of reimbursement. After the product was sent back in their prepaid mailer the stop all contact and will not process any compensation or give any feedback on their defective product.

  

  Business Response

  Date: 06/06/2025

  We are sorry that this consumer is experiencing issues with our vapor product. After researching the consumer profile, we see that the consumer called us on 12/9/24 and issued a refund for $37.42. We haven't received a n additional call from the consumer. We are happy to appease or refund the consumer if he will contact us to give us more information on the product issue. To better serve you,we would like to speak with you personally. Our customer care number is ***************. Please call us Monday through Friday from 8:00a.m. until 10:00p.m. EST or Saturday and Sunday from 10:00a.m. until 8:00p.m. EST. We will be glad to assist you. 

• Initial Complaint

  Date:05/24/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a newport account for more then 15 years. They are running a promo where if you buy newport cigarettes that have a code under the flap you can enter the code to accumulate points to cash in for gift cards. I have been logging in daily since 12/23/2024 and entering my codes. I have redeemed points for gift cards and did receive those. On 5/1/2025 I could no longer login to the site. I get a message saying my username or password do match their records. I contacted customer service and they said they would send an email to reset my password but I never got the email. I tried on my end to request a password reset and again never got an email. **************** asked me to try to create a new account and when I tried that I got a message saying they could not verify my age. **************** told me they don't understand why because they can see my account on their end and my age has already been verified and they can also see the points that I have in my account so they don't know what the problem is but would fill out a report. I have called customer service for 3 weeks every day and it they continue to tell me they don't know what the problem is and that they have no way of fixing it other then to file a report on their end. It does seem like some sort of scam they are running, having you buy their product to get a code to accumulate points and then to shut down access to your account so you can't accumulate points to cash in. I would like them to undo whatever they did on 5/1/2025 which caused me not to be able to login to my account.

  Customer Answer

  Date: 06/03/2025

  I have not heard from the business in response to my complaint.  The two choices given were that they have resolved my issue and that I have not heard from them.  Their customer service contacted me a week ago but as usual they did not resolve the issue.  They said they don't understand why I can't access my account not can I create an account.  **************** said they would file a report.  So my complaint is still not resolved.

  
  

  

  Business Response

  Date: 07/07/2025

  We are sorry that this consumer cant be validated on our website. We tried to reset their credentials several times with no success. We are working with our team resolve this consumers validation issues. We will be in touch with the consumer.

  Customer Answer

  Date: 07/07/2025

   I am rejecting this response because: Many many times they have told me that all my information has been validated and that they don't understand why it is telling me that my age can't be validated.  As a matter of fact, nobody in my house can create an account.  They have had three months to figure out what is going on because the answer they are giving now is the same answer I was given back in early May, this is now July.  Some how my account is being blocked and evidently so is my home address because my husband and son can not create an account either and they didn't have an account before.  I do not believe they are working on resolving this issue.
  
  
  

  Customer Answer

  Date: 07/13/2025

  I have allowed them 6 days to reach out to me and they have not reached out to me at all.

  

  Business Response

  Date: 07/17/2025

  After reviewing this complaint, we located the consumers profile (PID: *********) and created a case to properly document the issue. We attempted to contact the consumer by phone several times;however, all attempts were unsuccessful as the calls went directly to voicemail.
  
  The below email was sent to the consumer using the following template and we haven't heard from her.
  
  Hello *******,
  
  Thanks for contacting us.
  
  We are looking to assist you with the login issue that you are having with your profile. We gave you a call today, however,we could not reach to you. We would like the opportunity to speak with you personally again. We ask that you call the toll-free number on the side of your package, or you may call **************, to speak with one of our friendly representatives.
  
  Our customer service center is open Monday through Friday, from 8:00 a.m. until 10:00 p.m. EST, or Saturday from 10:00 a.m. until 8:00 p.m. We are closed on Sunday.
  
  Or you can provide us with your best contact time, so we can schedule a call back.
  
  We look forward to hearing from you. Thank you for your loyalty to Newport.
  
  ****** V
  
  

  

  Business Response

  Date: 07/25/2025

  We are sorry that you are experiencing issues. Our IT team updated her age verification, so she should now be able to create credentials again. Our customer care number is ***************. Please call us Monday through Friday from 8:00a.m. until 10:00p.m. EST or Saturday and Sunday from 10:00a.m. until 8:00p.m. EST. We will be glad to assist you. 

  Customer Answer

  Date: 07/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.  I am able to login at this time.  However now the issue is that I redeemed points for a $10 prepaid mastercard and didn't receive it.

• Initial Complaint

  Date:05/13/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a baltimore city retailer who has tobacco rebate contract with ****. In 2024, **** ***resentative **** put up a corrective statement sign which is required by federal government for all retailers who sell tobacco products. Next to corrective statement sign **** put up NEW PORT ADVERTISEMENT SIGN right next to it. Few weeks later *** Consultant who is third party auditor hired by **** came by and took photos of corrective statement sign. In few days I received an email from *** CONSULTING indicating non-compliance due to NEW PORT sign right next to corrective statement. I've contacted **** ***resentative **** about this issue because **** is the one who put up the sign. **** came by in few days with attitude indicating it was such a hassle for him and did absolutely nothing and left. In few days another *** Consultant came by and took another photo and left. I received another email from them regarding non-compliance. I've contacted **** again and He came by and He found this whole situation funny and did nothing about it. I indicated to him that I want to end the rebate contract with **** and he said It expires in feb 2025 and he threaten that if i cancel the contract I cant sell tobacco products anymore. On May 12 2025, I received another email from *** Consultant of non-compliance and asking to send in a check for non-compliance to ****(REBATE RECEIVED PREVIOUS MONTH). I contacted rjrt at ************* to ask about the whole situation and they had no idea of anything. I also ask them to end the rebate contract since it ended in feb 2025 and they said there is no set date to end the contract and it could be ended anytime but it has to be done by **** who is **** *** for the area. This is just a big mess and nothing is getting resolved. I ask for upper management and they indicated they have no information. END MY REBATE CONTRACT AND STOP THE HARRASSMENT. I DO NOT WANT ANY TOBACCO ADVERTISE SIGNS NEXT TO CORRECTIVE STATEMENT.

  Customer Answer

  Date: 05/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a carton of Newport 100's from a discount store and something seemed a bit off. I honestly thought that the cigarettes were counterfeit considering I have never purchased cigarettes from that store. I went to a gas station that I frequent for Cigarettes in my neighborhood and reluctantly bought another carton. In this economy, that almost broke the bank. I opened a pack from the carton and something seemed strange. I happened to have an old stale pack of cigarettes so I studied it a bit to make sure that they weren't counterfeit, I cut open a filter from the old stale pack and one from each of the cartons from two different stores and they are definitely not the same. The filter in the two brand new cartons immediately fell apart , felt very soft and the filter from the old stale pack was difficult to even pull apart. I don't know what is going on and I would like an explanation because it is a total waste. I am a long time smoker and they are so off-putting that it actually makes me want to quit. The gas station did not give me a copy of the receipt. I can provide a statement from my credit card for proof of purchase for the carton from the gas station if needed.

  

  Business Response

  Date: 06/06/2025

  We are sorry that you are experiencing issues with our product. Please contact us so we can help you with an appeasement coupon or refund. Our customer care number is ***************. Please call us Monday through Friday from 8:00a.m. until 10:00p.m. EST or Saturday and Sunday from 10:00a.m.until 8:00p.m. EST. We will be glad to assist you. 

  Customer Answer

  Date: 06/06/2025

   I am rejecting this response because:
  
  I have already called and spoke with an agent. He sent me two coupons for buy one carton get one free. The coupons are being rejected no matter what store I go to even though the agent told me that the coupons would be accepted anywhere. I no longer want the coupons. Monetary compensation for the loss of both cartons would is the best option at this point. 

  

  Business Response

  Date: 07/07/2025

  We are sorry that this consumer had this experience with our product. On 7/3/25 a refund was processed for $244.90. The consumer should receive the refund check within 1-2 weeks.

  Customer Answer

  Date: 07/07/2025

   I am rejecting this response because: I need to be sure this issue is totally resolved. I thought it was resolved when the coupons were mailed to me and those coupons did not work. I want to be sure that I will actually receive the refund before accepting the response. 
  
  
  

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Following my reaching out to customer service I was sent a coupon, (get 2 cartons for the price of one) I notified them twice that I was having a difficult time finding anyone that would accept it. One store even accused me of trying to use a fake coupon. Unfortunately due to events out of my control the coupon has now expired and the company will not honor it in any way. I hope my reaching out to the BBB will assist me in getting some resolution. Thank you in advance. **** *****

  

  Business Response

  Date: 05/07/2025

  We have contacted the consumer via email regarding their case. In accordance with the provided instructions, as a one-time exception, we have added an appeasement (1 RJR PQ PM G2 CTN 4 ONE) to the consumers profile. Since we emailed this consumer we haven't received any additional contact from her regarding not being able to use her coupons. A list of stores that accepts our coupons were provided to her as well. 

  Please contact us so we can help you with an appeasement coupon or refund. Our customer care number is ***************. Please call us Monday through Friday from 8:00a.m. until 10:00p.m. EST or Saturday and Sunday from 10:00a.m. until 8:00p.m. EST. We will be glad to assist you. 
  
  Below is a copy of the email that was sent to the consumer for your reference.
  
  Hello ****,
  We have reviewed the product quality case you filed on May 22, 2024. As a one-time courtesy for the inconvenience, you experienced while attempting to use the coupon, and in light of your current circumstances, we are pleased to inform you that we have issued a new coupon. This coupon allows you to receive two cartons of Pall Mall for the price of one.
  
  The coupon will be sent to the mailing address we have on file:
  ******************************************************************************************************************
  
  Please note that it may take 24 weeks for the coupon to arrive.
  
  Kindly keep in mind that acceptance of our coupons is at the discretion of the retailer. To assist you, we have included a list of stores in your area that accept our coupons. We recommend reaching out to these retailers in advance to confirm their current coupon acceptance policies.
  
  Below,you will find a list of stores within a 15-mile radius of your mailing address:
  
  ************************************************************************************************************* ************ 1.6032
  7-11 #***** / ****** ******************************************** 1.6559
  SPEEDWAY #***** / A87919 **************************************** 1.7065
  WALGREENS #***** / ****** ********************************************* 2.2236
  7-11 #***** / ****** *************************************** ********** 2.9007
  WALGREENS #***** / ****** **************************************************************** ************ 2.9023
  BS FOOD & GAS / ****** ********************************************** 3.1066
  PARK STREET SHELL / *********** *************************************** ********** 3.3665
  SPEEDWAY #***** / A87916 ************************************** 3.4644
  7-11 #***** / ****** ****************************************** 3.6109