Complain about a product or service

Marlboro Gear

Brenda of Dresden TN (7/29/01):
I mailed in my miles to Marlboro with my check of close to $20.00. This was in 1999. I have never received that order. I have called them on numerous occasions. I have sent the requested items including a copy of front and back of cancelled check. Still, I have not received my order. When I call Marlboro, all I seem to get is a runaround. I spent a lot of money on Marlboro cigarettes and I have nothing to show for it.

Gary of McCloud OK (7/25/01):
I sent in my miles for the 10 items allowed per catalog and a check for $15.00 for shipping and handling. Along with my order I sent in a photo of my driver's license. I have called several times and have always been told that the order is being processed. And then I started receiving letters stating that I never sent in my ID. I have sent in 7 photo copies of my ID or the past several month and one was even by express mail to the customer service itself. Now when I call they tell me that the order has been canceled and the check was mailed last Fall. The last time I received a letter from them was April of 2001, they still were wanting my ID to process the order. I told them that I never received my payment back or my miles. I asked to speak to someone higher up and they told me that I could not have another phone number to do so. I have ordered from Marlboro for many years and have never had this much trouble.

I ordered several items that were to be gifts for Christmas. I had already told them about it and we were anxiously waiting for the items. I had to explain that they would be late and then finally told them they were not coming. How embarrassing.

Donald of Janesville WI (5/26/01):
Marlboro has cashed a personal check in the amount of $15.00 in March of 2000, but I have not received merchandise that was ordered with Marlboro Miles.

Wayne of Levittown NY writes (5/20/01):
Having smoked their cigarettes since they were included in my sea rations in Vietnam, to say I’m a bit upset would be an understatement. I have tried to work out the following problem by numerous phone calls to both Marlboro Gear promotion and to customer relations dept.

On 6/17/00 I sent a check and appropriate mileage for a leather jacket, and 2 other small items. After my original order I received a letter noting they could not make out my government-issued ID (NYS pistol permit). I subsequently sent a copy of my current NYS Drivers License. After that I hear nothing. I was hoping to give the jacket as a Christmas present.

I started calling in Feb. 2001 inquiring as to the whereabouts of my merchandise. I continued to call and on 3/26/01 I was told they were going to re-send an ID for me to fill out. I never heard anything. I’m tired of being lied to and shuffled around their system. They cashed my check in Sept. 2000 and I have nothing to show for my order.

Michael of St. Louis (5/15/01):
Back in October 2000, I placed an order for "Marlboro Gear." Two leather jackets, and some misc other stuff. Having dealt with this process in the past with favorable results I expected the same this time. I recieved the partial order in December 2000. When the remaining shipment didn't arrive by late Jan 2001, I contacted them to ask what the deal was. I was told my order was placed again and to wait 4 weeks for delivery.

Mid March 2001 and still no delivery. So I called again. I was again told my order would be placed again and to expect it in 4 weeks. Mid April 2001 and still no packages on my door. So I called again. I was once again promised that my order would be re-shipped and to expect it in 4 weeks. Here it is mid May 2001 and still nothing. So I've called again.

I've been passed from the peon that answers the phones to the supervisor to customer relations to corporate headquarters, where I threatened to post a message concerning this subject to every news group I could find and join. Hmmm ... Did I get their attention this time? Well, I've been promised that the order will be here in 2-3 weeks and its being shipped Fed-Ex this time. I don't believe a word they say and I expect they are just telling me what I want to hear AGAIN. You would think that they have spent more time on the phone with me and the expenses are more than the order is worth and they would do something. I guess I'll see.

After my girlfriend accused me of stealing her leather coat and selling it we almost broke up as a result. I in turn accused my mother who lives in the ajacent duplex of stealing my mail and threatened her with calling the Post Master General, our relationship hasn't been the same since. She believes that I in vengeance stole her car and wrecked it.

Hal of Denison, TX (5/13/01):
I sent in the required Marlboro miles and shipping funds last year. I did receive all of the gear I ordered, but the leather jacket I received was too large. I sent it back, postage paid as instructed and was told in their return info to wait 60-90 days for receipt of the new merchandise. That was on Jan. 12, 2001. To date I have not received or heard a thing from them. Now I'm angry and want them to be held accountable.

Victor of Brooklyn, NY, writes (6/14/01):
I mailed 7,375 Marlboro Miles via certified mail to Phillip Morris USA. I received a letter stating that I had only sent 1,475 and that I should send an additional 5,900. I believe this is unfair, I counted very carefully and don't see how there can be such a large discrepancy.

It was to be a gift for a friend and this has resulted in a setback for me.

Marsha of Pahrump, NV, writes:
Ordered merchandise on Sept. 4, 2000. Have never recieved it. Have sent in letters, made phone calls, sent in my drivers license (as requested) 3 times, have sent their letter back with all the imformation they have asked for 3 times, have sent in a copy of the check I mailed to them 2 times, and have gotten no response from them still to this day.

All I keep hearing is that the order is lost or that it is being processed. I am getting a little angry over this. It will be the last time I deal with Marlboro Gear.

Stephen of Portland, OR, writes:
January 2000 I sent 2800 Marlboro Miles to purchase their leather jacket in the Marlboro Miles catalog. I sent along the $15.00 shipping and handling (which they promptly cashed) required per the catalog and have not received my jacket. Please note that on every pack of cigarette is a "5-mile" coupon and in order to qualify for the 2800 miles I had to purchase 560 packs of cigarettes.

If you average the cost per pack at $2.50, I had to purchase roughly $1,400.00 to get the required miles to send. I have made numerous calls to the customer line, and have spoken to numerous supervisors and have yet to receive my merchandise.

I spent over $1,400.00 in their products to save the required coupons and $15.00 in shipping and handling and sent the initial order via certified mail and have verified they have received it.

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