Philip Morris Customer Service Issues

I have been searching for Basic Gold cigarettes around Austin, Texas without luck. The only place I find them occasionally is Walgreens, but they only get one carton at a time. I have smoked these for years and want to continue. In the past, I smoked Cambridge Lights until they were discontinued, but found out the Basic brand was similar. Is there another Phillip Morris cigarette with a similar blend to Basic Gold that I can try if Basic becomes hard to find? Your help is appreciated. :) :) :)

Hello, I previously filed an online complaint, but I haven't received a response yet. The issue began a few weeks ago when I purchased three packets of Marlborough Ice Blast 25's. Unfortunately, there were only approximately seven cigarettes in each packet where the filter had not been tightly rolled. They were loose, causing a lot of air leakage, which made it impossible to smoke them. I would appreciate some form of compensation for the 20 unusable cigarettes. Furthermore, I have noticed in the past few months that when I flick the ash off, the entire burning end or cherry of the cigarette often flicks off. This has led to me wasting many cigarettes when I am at work and away from my car. It's frustrating to waste these costly items, and I hope this issue can be addressed.

I have always been satisfied with Marlboro cigarettes. When a representative overheard me trying to buy a cheaper brand due to financial reasons in [redacted], they kindly offered to buy me a pack of Marlboro, resulting in me getting two packs despite my tight budget. This act of kindness has left a lasting impression, and I deeply value your company. Due to the current situation with states being shut down because of the coronavirus, my wife and I are facing financial difficulties in Louisiana. We have been struggling to make ends meet, rationing cigarettes and sharing them. We have depleted our savings and would be grateful for any help in the form of sample packs of Marlboro Black 100s or coupons to make purchasing our preferred cigarettes more affordable. Your assistance would mean a lot to us, as we have been loyal Black 100s smokers for years. Thank you for any support you can offer. Sincerely, Charles P. / Angie H.

I recently bought a pack of L & M Menthol Bold cigarettes from a tobacco store in North Port, Florida. After trying to light a few of them, it seems the entire pack may be defective. The number on the pack is R193Z85B3. When I tried to return them, the store refused, suggesting I might have caused the issue. Disappointed by the customer service, my husband and I won't be returning to that store. Thank you for your attention to this matter. Looking forward to resolving this. Best regards, Sarah Hawkshead

It is unacceptable that cigarettes are packaged in plain black packaging and that the ingredients are not listed properly. This violates individuals' rights and must stop immediately. The World Health Organization needs to stop intervening in this matter as there are many harmful substances, not just in cigarettes. As a tobacco company, legal action should be taken, and we, as consumers, support you. Additionally, the harmful effects of the packaging and unclear content levels must be addressed. It is unacceptable not to have clear information about the contents of cigarettes. We also object to the high prices and demand transparency in this regard.

I have attempted this process three times without any response. This is my final attempt to address the issue with your products. I bought a carton of Marlboro special select red shorts, and 7 out of the 10 packs tasted and smelled like burnt plastic, causing discomfort. Cigarettes are expensive, and I had to dispose of them all. I would appreciate a replacement carton with better quality. Please assist with this matter or even consider calling me back this time. I felt frustrated, and as a result, I reacted impulsively while waiting for a representative to reach out. Sincerely, M. M.

I am reaching out today seeking assistance due to the effects of smoking cigarettes with added fillers. This resulted in the loss of my wife, Shirley J. Ogletree, in October of [redacted]. Subsequently, my life took a difficult turn, leading to bankruptcy. I wonder if there is any compensation available that could help me recover financially from these circumstances. My name is David Ogletree, and I can be contacted at [redacted] or via email at David ogletree construction at gmail.com. I quit smoking your products in [redacted] after 17 years. I hope to avoid a lung cancer diagnosis. I am open to discussing possible opportunities, such as providing brickwork services, to offset some of the challenges I have faced. I appreciate your attention to this matter. Thank you and God bless. Sincerely, David Ogletree.

I have an innovative idea that could revolutionize the tobacco industry and benefit humanity and the planet. To make this idea succeed, all tobacco companies need to unite for the greater good. This proposal could potentially increase each industry's income by 2.5 times compared to last year. By setting aside competition and collaborating, this concept has the potential to be a global game-changer. I am eager to discuss this idea further in a conference call. I believe this opportunity is significant and urge all companies to consider its potential. Please contact me at [redacted] or [redacted] to organize a meeting. Thank you for your time, and I look forward to your response. Sincerely, Charles D. Wiest.

I am frustrated by the challenge of finding fresh Marlboro cigarettes. Retailers are selling old tobacco at current prices, which I find unacceptable. I reached out seeking guidance on where to buy newly packaged cigarettes, but no one could help. This is a significant problem. While supply chain disruptions have occurred recently, our state is a major tobacco producer, so local availability should not be an issue. With limited options, I am disheartened. Despite understanding the consequences of smoking, it has been a long-standing habit I can't easily break due to the addictive nature and past struggles. Although I am a senior, having supported the industry for years, the current situation disappoints me. It's disheartening to see the deterioration of something that once brought me comfort. I have never promoted smoking to others, knowing the harm it can cause, but for me, it provided a sense of calm amidst life's challenges.

In early October, I tried to redeem some pack codes for double points on certain cigarette brands. Initially, I only received [redacted] points for my first entry, so I called customer service to inquire. The first representative acknowledged the issue but couldn't resolve it. After a few more frustrating calls, I managed to get one code to yield [redacted] points, but most only credited me with [redacted] points. Despite multiple attempts and speaking to various representatives, including one who offered me a complimentary gift instead of points, I couldn't get a proper resolution. Finally, one customer service agent attempted to help by crediting me with [redacted] complimentary points when they couldn't fix the problem. However, when I requested to speak with a supervisor, I faced resistance and was told conflicting information about the promotion rules. Overall, the experience left me dissatisfied and frustrated with the lack of consistency and assistance from the customer service team.

I visited the 7-Eleven store at [redacted] Florin Road in Sacramento, California, with the intention of buying Marlboro Special Select [redacted]'s which were supposed to cost $7.79 per pack when purchasing two. However, the clerk charged me more than $18 plus tax. After disputing the price, the clerk removed the sign, tore it up, and threw it away. With past managerial experience in similar stores, I understand these promotions come from the manufacturer and should be followed correctly according to the planogram provided. Store employees should not disregard promotions due to register issues. This issue must be addressed promptly at the 7-Eleven store, with the area representative replacing the signage and educating the staff immediately.

I previously raised an issue with Marlboro 100s cigarettes due to air leakage at the glue seams where the paper meets the filter. This problem occurs in 90% of the cigarettes I smoke, leading to visible smoke leaks. It is disappointing that your quality control department seems to overlook this issue. I am concerned that unless addressed, it may drive customers away. Constantly having to seal the paper and filter myself before smoking is frustrating, especially considering the cost of over $10 per pack. I hope this issue can be resolved promptly. Thank you.

I kindly urge the company to consider simplifying their brand names and packaging distinctions. The current system with variations like Gold Pack and Gold Label is confusing for both customers and retailers. The associations between colors and flavors such as gold for white, red for medium, and silver for extra light are becoming overly complex. Having been a Marlboro smoker for 25 years, I found the consistency of Lucky Strikes appealing amidst the confusion in the cigarette market. Sincerely, KK, a dedicated convenience store clerk.

I have been smoking for a long time. Recently, I bought 3 packs of Marlboro [redacted]'s which tasted terrible and were stale. The numbers on the two packs I have are: [redacted],[redacted] and [redacted],[redacted] (the second one might be inaccurate due to fading or being wet). Unfortunately, I threw the third pack away so I don't have the number. Spending over $8.00 per pack for an unsatisfactory product is disappointing. I believe that if the price is high, the quality should match. I am dissatisfied with this experience and appreciate any assistance you can provide regarding my concerns with the product. Thank you for your help. - C.R.

I would like to order Merit Ultra Light [redacted]'s cigarettes as the store in Vidalia, Louisiana no longer carries them. I am a long-time smoker of these cigarettes due to my preference, and I have had trouble finding them for two weeks now. I am interested in ordering them from your store or another source, as I am aware of their high cost. I have been smoking these cigarettes by choice for 30 years and have always been able to purchase them easily until now. I am unsure of the reason for the supply issue. My name is Lisa Parker, and I reside at 18B Westlake Drive, Ferriday, Louisiana [redacted]. I can be reached at [redacted]. I would appreciate it if someone could contact me to provide information on how I can order these cigarettes or arrange payment over the phone. Thank you, Lisa Parker.

Phillip Morris is a scam. I spent all my money on cigarettes to collect Marlboro points for coupons but had issues using them. The coupons for discounts didn't work properly and I couldn't redeem them as expected. I found this frustrating, wasting money and time at the store trying to get the promised savings. I prefer Lucky Strikes, and this experience has disappointed me. Phillip Morris has let me down with their unreliable coupons.

As a smoker, I understand the significant number of people who choose to continue smoking. Have you thought about enhancing the environment by switching to a different filter material? I recommend exploring what Greenbutts is accomplishing. This could not only boost your sales but also contribute to our planet's well-being by aiding in the decomposition of cigarette filters, which can take 15-20 years to break down. I encourage you to investigate this company and the solutions they offer. Thank you.

I purchased 2 cartons of Marlboro Reds at Harry's Gas Station, but almost every cigarette, aside from maybe 3 or 4, had issues with pinholes in the filter and along the entire cigarette. This made it impossible to smoke them properly. When I attempted to return them for a refund at the gas station, they refused to accept the return. I am simply looking for a refund as I am now unable to afford cigarettes for the rest of the week until I get paid next Friday.

I purchased a box of Newport [redacted] cigarettes in Saginaw, Michigan, and they have always been menthol. Recently, I opened a pack and they tasted awful, only to realize they were non-menthol. This has happened to several others as well. The box doesn't indicate that they are menthol, causing confusion. I've been smoking for 40 years, and at $10.25 per pack, it's disappointing to receive the wrong type. It seems like a mistake to have non-menthol cigarettes in the same packaging as the original menthol ones. I am frustrated by this error and believe there should be consistency in the packaging to avoid misleading customers. A refund or replacement with the correct menthol cigarettes would be appreciated.

Last week, I purchased my regular carton of Pall Mall 100s Black cigarettes from a nearby gas station. Upon opening a pack, I noticed the taste wasn't the usual. I tried another one from another pack and it was just as bad. I have been a loyal customer for years and it was disappointing to receive a subpar product after spending my money. I would appreciate a refund for the carton of cigarettes.