Based on recent customer reviews, British American Tobacco SA faces consistent complaints about product quality across its Peter Stuyvesant, Pall Mall, Dunhill, Rothmans and Kent ranges. Smokers report broken cigarettes, holes in the paper, hard woody chunks in the tobacco, uneven burning, cigarettes going out, and menthol Boost capsules already popped before use, plus unexpected flavour changes. Many are decades-long buyers who feel premium pricing is no longer matched by quality. Complaints also cite unhelpful call centre agents, repeated proof of purchase demands, and no follow-up on logged cases.
Replied to 100% of negative reviews
Reply time on negative reviews: 87h 31m
TrustIndex
2.5
Ranking
#76
in Retail
Reply Time
87h 31m
NPS Score
-100
Recommended: Unlikely
Replied to 100% of negative reviews
Reply time on negative reviews: 87h 31m
Nov '25 - Oct '26
Frequently Asked Questions About British American Tobacco SA
What do customers say about British American Tobacco SA?
Based on recent customer reviews, British American Tobacco SA faces consistent complaints about product quality across its Peter Stuyvesant, Pall Mall, Dunhill, Rothmans and Kent ranges. Smokers report broken cigarettes, holes in the paper, hard woody chunks in the tobacco, uneven burning, cigarettes going out, and menthol Boost capsules already popped before use, plus unexpected flavour changes. Many are decades-long buyers who feel premium pricing is no longer matched by quality. Complaints also cite unhelpful call centre agents, repeated proof of purchase demands, and no follow-up on logged cases.
Is British American Tobacco SA trustworthy?
British American Tobacco SA has a TrustIndex of 2.5 out of 10 on Hellopeter, based on 18 reviews in the last 12 months. They reply to 100% of negative reviews, typically within 87 hours 31 min. Hellopeter has tracked British American Tobacco SA across 570 total reviews. How is the TrustIndex calculated? →
Recent reviews (18)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jun 2025
VUSE (British American Tabaco SA) another failed product and retail venture
I am a regular consumer of VUSE vape pods. I procure from mainly VUSE Menlyn shopping centre and VUSE Menlyn Maine. What is extremely frustrating is that both these outlets are most out of stock. The feedback from staff working in these outlets are that they just do not get any feedback from the people at the 'Top'. A typical reply is 'we will be getting stock soon and will call you'. A call that very seldom comes. How is it possible that a listed company like BATSA just don't have any clue about basic retail principles (have stock) and any form of client service and focus. What a shame.
1 reviews | Active since Jun 2025
VUSE (British American Tabaco SA) another failed product and retail venture
I am a regular consumer of VUSE vape pods. I procure from mainly VUSE Menlyn shopping centre and VUSE Menlyn Maine. What is extremely frustrating is that both these outlets are most out of stock. The feedback from staff working in these outlets are that they just do not get any feedback from the people at the 'Top'. A typical reply is 'we will be getting stock soon and will call you'. A call that very seldom comes. How is it possible that a listed company like BATSA just don't have any clue about basic retail principles (have stock) and any form of client service and focus. What a shame.
1 reviews | Active since Nov 2012
Bad product
I refer to your response to my complaint regarding my 8 Vuse Go devices that are not working. I confirm that I was contacted, but I was unable to take the call at that time and it was agreed that a follow-up call would be made. I subsequently called in myself and explained the situation in full, including forwarding the codes for 4 of the devices. I am now being asked to provide slips/receipts, which I do not keep for products of this nature. I would like to point out that: The device codes I provided should be traceable and verifiable on your system, as each code is unique to the device. I have already provided the names of the two stores where the devices were purchased, which should allow you to confirm the purchases without a slip. I would appreciate it if you could investigate using the information already provided (codes and store names) rather than requiring proof of purchase that is not standard practice for consumers to retain long-term. Please advise how you intend to proceed, as I would like this matter resolved.
1 reviews | Active since Nov 2012
Bad product
I refer to your response to my complaint regarding my 8 Vuse Go devices that are not working. I confirm that I was contacted, but I was unable to take the call at that time and it was agreed that a follow-up call would be made. I subsequently called in myself and explained the situation in full, including forwarding the codes for 4 of the devices. I am now being asked to provide slips/receipts, which I do not keep for products of this nature. I would like to point out that: The device codes I provided should be traceable and verifiable on your system, as each code is unique to the device. I have already provided the names of the two stores where the devices were purchased, which should allow you to confirm the purchases without a slip. I would appreciate it if you could investigate using the information already provided (codes and store names) rather than requiring proof of purchase that is not standard practice for consumers to retain long-term. Please advise how you intend to proceed, as I would like this matter resolved.
1 reviews | Active since Nov 2012
Bad product
I have already reported the issue regarding the fuses that won't charge. Despite already providing the product code, I am now receiving multiple emails requesting it again, along with requests for the proof of purchase. All of this information has already been provided." Except I don't think any person keep slips for the last few months purchases
1 reviews | Active since Nov 2012
Bad product
I have already reported the issue regarding the fuses that won't charge. Despite already providing the product code, I am now receiving multiple emails requesting it again, along with requests for the proof of purchase. All of this information has already been provided." Except I don't think any person keep slips for the last few months purchases
1 reviews | Active since Feb 2015
Extremely poor quality
I have had several issues with the Pall mall boost cigarettes and now I've had it! There is always something in each box I get. Either the ball is already popped or the tobacco is halfway in the cigarette now they breaking where the tobacco bit and the filter meet. Come on guys!!! We are already paying an arm and a leg for our cigarettes the least we can do is get quality. This problem is with barricade code: ***
1 reviews | Active since Feb 2015
Extremely poor quality
I have had several issues with the Pall mall boost cigarettes and now I've had it! There is always something in each box I get. Either the ball is already popped or the tobacco is halfway in the cigarette now they breaking where the tobacco bit and the filter meet. Come on guys!!! We are already paying an arm and a leg for our cigarettes the least we can do is get quality. This problem is with barricade code: ***
1 reviews | Active since Oct 2024
Broken Cigs with holes ...
Once again , it alwasy happens ... Peter Stuyvesant .... Broken , holes in Cig ... Worst quality coming from BAT ... Standards have dropped ... BUT they want to charge you R60 a box ... But the Cigs are broken in the box
1 reviews | Active since Oct 2024
Broken Cigs with holes ...
Once again , it alwasy happens ... Peter Stuyvesant .... Broken , holes in Cig ... Worst quality coming from BAT ... Standards have dropped ... BUT they want to charge you R60 a box ... But the Cigs are broken in the box
1 reviews | Active since Apr 2022
Bad Cigarettes
I am so upset with the quality of cigarettes I am buying. They had no Paul Mall Menthol so I chose Dunhill Double Cool and the little blaa keeps popping out!! I there then out and bought my Paul Mall Menthol and these have no Menthol taste. What's going on???
1 reviews | Active since Apr 2022
Bad Cigarettes
I am so upset with the quality of cigarettes I am buying. They had no Paul Mall Menthol so I chose Dunhill Double Cool and the little blaa keeps popping out!! I there then out and bought my Paul Mall Menthol and these have no Menthol taste. What's going on???