RR
Ray-Anne Rossmann
1 reviews | Active since Apr 2019
13 Apr 2019, 22:53
Totally disappointed & disgusted @ New Stuyvesant
New #PeterStuyvesant cigarettes are absolutely a disgusting waste of time and money!! Logged a Quality callback on Tuesday evening and this morning. The same lady I spoke to on Wednesday phoned me now regarding my Quality callback message sent this morning.
On Wednesday I explained to her that the cigarettes are just going dead while in my fingers before I can have another drag. Now when she called, I told her I’m getting tired of this nonsense. It’s happening to both my #PeterStuyvesant #Evolvered & #Doublepulse
I’ve bought 2 cartons of Stuyvesant Evolve Red and 1 Carton of the Double Pulse. I have now been asked if I’ve kept my packets? Who keeps all their empty cigarette packets? Then I’m told she can only lodge a complaint once I’ve opened all the packets and keep the ones that go dead. This is absolutely ridiculous!!! Even someone else I know has experienced the exact same problem with the few packets he bought. Now I need to go waste my money to go and buy more cigarettes (NOT Stuyvesant) when I actually bought my cigarettes for the month already. Not everyone is in the same position as British Tobacco to just take out and spend.
Totally disgusted !!
I will NEVER recommend #PeterStuyvesant to anybody!!!
Helpful (0)
Replies (7)0
Replies (7)
British American Tobacco SA's replyOfficial
15 Apr 2019, 07:50Good day Ray-Anne,
Thank you for taking the time to write to us at British American Tobacco SA and alerting us about your concern.
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's reply15 Apr 2019, 07:50
Official
Good day Ray-Anne,
Thank you for taking the time to write to us at British American Tobacco SA and alerting us about your concern.
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
RR
Ray-Anne Rossmann's updateReviewer Update
17 Apr 2019, 16:05Same old response. Why should I waste my time and effort to keep empty packets and “dud” cigarettes before anything can be done or for Stuyvesant to be able to log an official complaint. No customer care! A waste of time and money.
RR
Ray-Anne Rossmann's update17 Apr 2019, 16:05
Reviewer Update
Same old response. Why should I waste my time and effort to keep empty packets and “dud” cigarettes before anything can be done or for Stuyvesant to be able to log an official complaint. No customer care! A waste of time and money.
British American Tobacco SA's replyOfficial
18 Apr 2019, 09:42Good day Ray-Anne,
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's reply18 Apr 2019, 09:42
Official
Good day Ray-Anne,
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's replyOfficial
18 Apr 2019, 11:29 Dear Ms. Ray-Anne Rossmann,
RE: Cigarette self-extinguish while smoking
Thank you for taking the time to bring this to our attention. The Peter Stuyvesant team would like to apologize for the frustration you have experienced with regards to your Stuyvesant Evolve products self-extinguishing.
The South African Tobacco legislation dictates that all Cigarette Products have RIP paper (Reduced Ignition Propensity), which is designed to extinguish more quickly than standard cigarettes when left ignored. Regardless please be assured that we have raised this with our production teams to further investigate if there are any additional causes to the rate of extinguishment. We at Peter Stuyvesant pride ourselves on the quality of our products.
With regards to reimbur*****t, and in line with the Legislation, we will reimburse you for the product we receive. Our call center will contact you to arrange the collection and the delivery.
Should you experience another issue with your Peter Stuyvesant product, please retain the faulty product to log a formal quality complaint with our Customer Care line on ***(Standard VAS rates apply if phoning from a cell phone).
Neo Mutloatse
Peter Stuyvesant Brand Manager
British American Tobacco SA's reply18 Apr 2019, 11:29
Official
Dear Ms. Ray-Anne Rossmann,
RE: Cigarette self-extinguish while smoking
Thank you for taking the time to bring this to our attention. The Peter Stuyvesant team would like to apologize for the frustration you have experienced with regards to your Stuyvesant Evolve products self-extinguishing.
The South African Tobacco legislation dictates that all Cigarette Products have RIP paper (Reduced Ignition Propensity), which is designed to extinguish more quickly than standard cigarettes when left ignored. Regardless please be assured that we have raised this with our production teams to further investigate if there are any additional causes to the rate of extinguishment. We at Peter Stuyvesant pride ourselves on the quality of our products.
With regards to reimbur*****t, and in line with the Legislation, we will reimburse you for the product we receive. Our call center will contact you to arrange the collection and the delivery.
Should you experience another issue with your Peter Stuyvesant product, please retain the faulty product to log a formal quality complaint with our Customer Care line on ***(Standard VAS rates apply if phoning from a cell phone).
Neo Mutloatse
Peter Stuyvesant Brand Manager
British American Tobacco SA's replyOfficial
24 Apr 2019, 07:39Good day Ray-Anne,
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's reply24 Apr 2019, 07:39
Official
Good day Ray-Anne,
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
RR
Ray-Anne Rossmann's updateReviewer Update
25 Apr 2019, 10:59I would really like to thank Lezané Bergstedt from British American Tobacco, Brackengate Depot, Cape Town. She personally took it upon herself to sort my problem out as promised as a matter of urgency. This after me trying to go through various channels as per their procedures. She is extremely reliable and most definitely knows all about Customer Care. Well done to British American Tobacco on having such an awesome lady on your team. She really seems to be the only one I dealt with that knows what is going on and cares for your customers first. I will be receiving my replacement stock on Friday. Thank you Lezané.
RR
Ray-Anne Rossmann's update25 Apr 2019, 10:59
Reviewer Update
I would really like to thank Lezané Bergstedt from British American Tobacco, Brackengate Depot, Cape Town. She personally took it upon herself to sort my problem out as promised as a matter of urgency. This after me trying to go through various channels as per their procedures. She is extremely reliable and most definitely knows all about Customer Care. Well done to British American Tobacco on having such an awesome lady on your team. She really seems to be the only one I dealt with that knows what is going on and cares for your customers first. I will be receiving my replacement stock on Friday. Thank you Lezané.
British American Tobacco SA's replyOfficial
25 Apr 2019, 12:12Good day Ray-Anne,
Thank you for taking the time to write to us at British American Tobacco.
Thank you for the compliment, we appreciate your positive feedback.
Kind regards,
Consumer Care
Thank you for taking the time to write to us at British American Tobacco.
Thank you for the compliment, we appreciate your positive feedback.
Kind regards,
Consumer Care
British American Tobacco SA's reply25 Apr 2019, 12:12
Official
Good day Ray-Anne,
Thank you for taking the time to write to us at British American Tobacco.
Thank you for the compliment, we appreciate your positive feedback.
Kind regards,
Consumer Care
Thank you for taking the time to write to us at British American Tobacco.
Thank you for the compliment, we appreciate your positive feedback.
Kind regards,
Consumer Care