Formal complaint about product quality

I am writing to raise a concern about a recent purchase of a carton of Kent Special. Upon opening the first pack and lighting the first cigarette, I detected a distinct menthol flavour. I initially assumed this might be an isolated defect, but the second cigarette from that pack had the same menthol taste. To rule out a single faulty pack, I opened a second pack from the same carton and experienced the identical menthol flavour. At that point I stopped using any more cigarettes from the carton and have not used the remaining packs.

I have been a long‑time customer of this brand, having smoked Kent Special (formerly Benson & Hedges Special Mild) for many years. This is the first occasion I have noticed such an unexpected menthol character in the product. My primary concerns are:

- Whether an unintended ingredient or contaminant has been introduced during manufacturing or packaging. - What chemicals or additives might have caused this menthol taste and whether they present any additional health risks beyond those I already understand to be associated with tobacco products.

I am disappointed and concerned about the potential presence of contaminants in a product sold to consumers. I would appreciate your prompt assistance with the following:

1. An explanation of possible causes for the menthol flavour appearing in multiple packs from the same carton. 2. Information on any recent changes in formulation, production processes, or quality control incidents that could explain this issue. 3. Guidance on how I should proceed with the remaining packs and whether you offer testing, replacement, or refund options. 4. Any available documentation on the ingredients and additives used in Kent Special and any safety assessments you can provide.

For your reference, the purchase was made on 3rd of November 2025, at Spar Midstream Estates, Centurion South Africa. The carton’s batch/lot number and packaging details are as follows: **********828

I look forward to your response and a satisfactory resolution. Please contact me at *** should you require further information.