EXTREMELY DISSPOINTED IN VERY POOR/NO SERVICE AT ALL FROM British American Tobacco SA

VOGUE cigarettes. I contacted British American Tobacco SA on 31/10/2019 after sending numerous emails to *** in the same week without any reply or call back. I then contacted ***and spoke to a male agent, he advised I need to send my complaint to *** with the photos attached-which I also did on 31/10/2019. To date I never received any reference, call back or compensation. I contacted ***again on Wednesday 2 weeks ago and I spoke to Robyn, he advised that the turn around time is 7 days and that I must wait as they are in a back log. Again no one told me I need any reference. i actually phoned back as the "phoneline got cut" when I raised my concerns to Robyn. I contact again and a lady assisted me(also promising to call me back be close of business on Friday-08/11/2019-no call back) I requested her to escalate this matter as I felt Robyn was unprofessional, unhelpful, very irritated and rude. She said she will escalate the matter regarding the matter my query was dealt with. I waited the whole of last week and nothing. I called ***again this morning and spoke to a lady who advised she cannot find my details anywhere on the system and no call history, nothing. She advised she speak to her Manager and phone me back. I decided to call back again and spoke to Lerato this time, she understood my frustration and was very helpful. She advised there was never any call/enquiry logged and that I need to start all over again. I gave her my details with the packaging info and advised that this was faulty on x 10 packets of Vogue whereby I kept all the faulty one's. She promised to get the enquiry sorted and that she will phone me back with a reference number. I am waiting for her call today. Needless to say, I still don't have any reference number and have not had ANY satisfaction on my complaint. I had a query about a couple of months or so and I was so satisfied with the excellent service from British American Tobacco SA. However, this time I am completely surprised at the POOR service from British American Tobacco SA. I cannot even imagine the frustration of other clients going through the same thing ! Needles to say, I have waisted money of 2 weeks of telephone calls(which I had to make every time, emails send and frustration). This all to find out this morning that no complaint was ever logged. They also cannot find any emails or details on the system, which by the way they were able to find when I phoned 2 weeks ago. Vogue is a very expensive brand and if there is ever another brand similar to Vogue, I will not hesitate to change to another brand. ***

You are welcome to email me for my details and info sent for follow ups.