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NH
Niki H

1 reviews | Active since Aug 2016

26 Jul 2018, 09:29

Defective Cigarettes

Good day, I purchased a carton of Lucky Strike Original Filters and almost every packet has had 2 to 3 defective cigarettes where the tabacco has fallen out. I logged a email on your website almost a week ago and someone is yet to contact me. I also cannot keep all the defective packets aside. Hopefully someone makes contact now

0
Replies (7)
British American Tobacco SA
British American Tobacco SA's reply26 Jul 2018, 10:40
Official

Good day Niki,

Thank you for taking the time to write to us at British American Tobacco SA and alerting us about your concern.

We are attending to your complaint and will respond shortly.

Kind regards,

Consumer Care

British American Tobacco SA
British American Tobacco SA's reply30 Jul 2018, 15:35
Official

Good day Niki,

We tried to contact you on the 26th July, 27th July and 30th July 2018.

Kind regards,

Consumer Care

NH
Niki H's update31 Jul 2018, 08:01
Reviewer Update
Good day, I saw that you tried calling me 27th, i tried returning the call on the number that came up but with no success. 30th I received no calls. Please can you call again. I am in a meeting until 10am if you can call me at 10:30 it will be highly appreciated. thank you
British American Tobacco SA
British American Tobacco SA's reply31 Jul 2018, 08:05
Official

Good day Niki,

Thank you for responding, we will contact you at 10h30 this morning.

Kind regards,

Consumer Care

NH
Niki H's update31 Jul 2018, 10:36
Reviewer Update
hi, I have gone into an unplanned meeting, Please provide a number where I can contact you on and as soon as I am available I will call you. Thanks Niki
British American Tobacco SA
British American Tobacco SA's reply31 Jul 2018, 11:36
Official

Good day Niki,

Thank you for you informing us.

You can contact us on the Lucky Strike Consumer Care line on ***.

Kind regards,

Consumer Care

British American Tobacco SA
British American Tobacco SA's reply03 Aug 2018, 09:57
Official

Dear Niki Hartnick

Thank you for taking the time to bring your quality deviation to our attention. You have assisted us in ensuring we provide only the best quality products.

The Lucky Strike team would like apologise for the frustration you have experienced with regards to some of the cigarettes found in your Lucky Strike Original Silver pack. Please be assured that we have taken the required steps with our production teams to address this particular quality deviation, to try and avoid the same quality defect happening again.

In the unfortunate event that you experience another issue with your Lucky Strike product, please retain the faulty product in order to log a formal quality complaint with our Customer Care line on ***(Standard VAS rates apply if phoning from a cell phone).

This will enable us to retrieve the faulty product from you and ensure that any quality issues are immediately addressed.

Kind Regards,

Bianca Minshull

Lucky Strike Brand Manager