BA
British American Tobacco SA
Verified Business
BA
British American Tobacco SA
Verified Business
23 Reviews (last 12 months)
Responds in 193 hours 36 min
AI Review Summary
Based on recent customer reviews, British American Tobacco SA faces widespread complaints about declining product quality across multiple brands including Pall Mall, Dunhill, Peter Stuyvesant, and Kent. Customers repeatedly report incorrect flavours in boost capsules, large tobacco chunks causing cigarettes to extinguish prematurely, broken or damaged cigarettes in packaging, and unexpected menthol or fruity tastes. Long-term loyal smokers express deep frustration and many threaten to switch brands. Customer service is also criticised as unhelpful and difficult to reach, with no accessible email for complaints.
Performance(last 12 months):
0Trustindex Rating
#53Ranked In Retail
193h 36mReply Time
-100 NPSUnlikely
Replied to 91% of negative reviews
Reply time on negative reviews: 193 hours 36 min
TrustIndex
0
Ranking
#53
in Retail
Avg Reply
193h 36m
NPS Score
-100
Recommended: Unlikely
Replied to 91% of negative reviews
Reply time on negative reviews: 193 hours 36 min
Review Distribution
1.1|23 Reviews
May '25 - Apr '26
5(0%)
4(0%)
3(0%)
2(13%)
1(87%)
5(0%)
4(0%)
3(0%)
2(13%)
1(87%)
Frequently Asked Questions About British American Tobacco SA
Based on recent customer reviews, British American Tobacco SA faces widespread complaints about declining product quality across multiple brands including Pall Mall, Dunhill, Peter Stuyvesant, and Kent. Customers repeatedly report incorrect flavours in boost capsules, large tobacco chunks causing cigarettes to extinguish prematurely, broken or damaged cigarettes in packaging, and unexpected menthol or fruity tastes. Long-term loyal smokers express deep frustration and many threaten to switch brands. Customer service is also criticised as unhelpful and difficult to reach, with no accessible email for complaints.
British American Tobacco SA has a TrustIndex of 0 out of 10 on Hellopeter, based on 23 reviews in the last 12 months. They reply to 91% of negative reviews, typically within 193 hours 36 min. Hellopeter has tracked British American Tobacco SA across 578 total reviews. How is the TrustIndex calculated? →
Recent reviews (23)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceAR
Alvin R
1 reviews | Active since Jan 2020
20 Dec 2025, 18:56
Pall Mall blue
I smoke Pall mall blue and always come across these big chunks of tobacco in the cigarettes and it burns out before finishing. Sometimes it falls onto the ground or onto my carpet . If you don't want us to smoke your brand then continue with the way you manufacture your products
Helpful (0)
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Alvin R
1 reviews | Active since Jan 2020
20 Dec 2025, 18:56
Pall Mall blue
I smoke Pall mall blue and always come across these big chunks of tobacco in the cigarettes and it burns out before finishing. Sometimes it falls onto the ground or onto my carpet . If you don't want us to smoke your brand then continue with the way you manufacture your products
0
Replies (0)IK
Ilze K
1 reviews | Active since Jan 2020
7 Dec 2025, 17:07
Pall Mall cigarettes
I can't find an email address for them, so I am lodging a complaint here. This is now the 7th week that I buy Pall Mall and it has a horrible taste that burns your soft pallet and tongue and smell like Menthol and wet hay all of a sudden. It tastes like the old Gunston Plain.
Helpful (0)
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Ilze K
1 reviews | Active since Jan 2020
7 Dec 2025, 17:07
Pall Mall cigarettes
I can't find an email address for them, so I am lodging a complaint here. This is now the 7th week that I buy Pall Mall and it has a horrible taste that burns your soft pallet and tongue and smell like Menthol and wet hay all of a sudden. It tastes like the old Gunston Plain.
0
Replies (0)SC
Sheena C
1 reviews | Active since Jan 2020
4 Dec 2025, 12:58
Why is there hard pieces of wood in each cigarette?
Been smoking rothmans for over 20 years , it use to be the affordable yet good brand . Over the last few months buying from different shops 20 plus packets of rothmans red each and every cigarette dies because there is large hard pieces of what looks to be wood or branch, a massive chunk I have to pull out of every single cigarette , it's just not smokable at all . I have videos I have taken over the last month's and thought I won't complain but it's now been 20 plus packets already where every single cigarette has it in. It's no longer a cheap cigarette yet the quality is getting worse and worse.
Helpful (0)
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Sheena C
1 reviews | Active since Jan 2020
4 Dec 2025, 12:58
Why is there hard pieces of wood in each cigarette?
Been smoking rothmans for over 20 years , it use to be the affordable yet good brand . Over the last few months buying from different shops 20 plus packets of rothmans red each and every cigarette dies because there is large hard pieces of what looks to be wood or branch, a massive chunk I have to pull out of every single cigarette , it's just not smokable at all . I have videos I have taken over the last month's and thought I won't complain but it's now been 20 plus packets already where every single cigarette has it in. It's no longer a cheap cigarette yet the quality is getting worse and worse.
0
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neran V
1 reviews | Active since Jan 2020
21 Nov 2025, 11:33
POOR QUALITY
I would like to lodge a complaint regarding the poor quality of the Peter Stuyvesant cigarettes I recently purchased. I have been a regular customer for some time, but my latest purchase was extremely disappointing. The cigarettes have an unusual taste, burn unevenly, goes of and feel different from what I am used to. This raises concerns about quality control and consistency. For a premium-priced brand, I expect a reliable product, but this batch was far from acceptable. I Thank you.
Helpful (0)
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neran V
1 reviews | Active since Jan 2020
21 Nov 2025, 11:33
POOR QUALITY
I would like to lodge a complaint regarding the poor quality of the Peter Stuyvesant cigarettes I recently purchased. I have been a regular customer for some time, but my latest purchase was extremely disappointing. The cigarettes have an unusual taste, burn unevenly, goes of and feel different from what I am used to. This raises concerns about quality control and consistency. For a premium-priced brand, I expect a reliable product, but this batch was far from acceptable. I Thank you.
0
Replies (0)AA
Alli A
1 reviews | Active since Jan 2020
11 Nov 2025, 10:52
Dunhill Courtleigh
Dear BAT Team, I have been a loyal Dunhill Courtleigh smoker for the past 20 years and usually purchase a minimum of three cartons each month. However, I’ve recently noticed a significant decline in the quality and taste of the product. The last two cartons I purchased—each from different retailers who have confirmed they source directly from BAT—have been noticeably different. The cigarettes no longer have the same smoothness or rich flavor that I’ve enjoyed for years. Instead, they taste lighter, almost as if I’m pulling air, and they don’t provide the same satisfaction as before. To confirm it wasn’t an issue on my end, I tried a different brand and found no problem, which suggests the issue lies specifically with the recent batches of Dunhill Courtleigh. Could you please look into whether there has been any change in the tobacco blend, production process, or supply source? I’d appreciate your feedback, as this has been my preferred brand for decades and I’d like to continue enjoying it as before. Thank you for your attention to this matter. Kind regards,
Helpful (0)
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Alli A
1 reviews | Active since Jan 2020
11 Nov 2025, 10:52
Dunhill Courtleigh
Dear BAT Team, I have been a loyal Dunhill Courtleigh smoker for the past 20 years and usually purchase a minimum of three cartons each month. However, I’ve recently noticed a significant decline in the quality and taste of the product. The last two cartons I purchased—each from different retailers who have confirmed they source directly from BAT—have been noticeably different. The cigarettes no longer have the same smoothness or rich flavor that I’ve enjoyed for years. Instead, they taste lighter, almost as if I’m pulling air, and they don’t provide the same satisfaction as before. To confirm it wasn’t an issue on my end, I tried a different brand and found no problem, which suggests the issue lies specifically with the recent batches of Dunhill Courtleigh. Could you please look into whether there has been any change in the tobacco blend, production process, or supply source? I’d appreciate your feedback, as this has been my preferred brand for decades and I’d like to continue enjoying it as before. Thank you for your attention to this matter. Kind regards,
0
Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
7 Nov 2025, 21:30
Disappointed with Dunhill Boost
I have been smoking Dunhill since it was Cravan A and I'm very disappointed with the new Dunhill Boost because it's a switch of which you can only switch 10 out of.a 20 pack !!!! And not to mention how expensive it is 😪 I'm very disappointed and losing a whole lot of money in the process please rectify this or I'm going to be trying another brand...
Helpful (0)
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Anonymous
1 reviews | Active since Jan 2020
7 Nov 2025, 21:30
Disappointed with Dunhill Boost
I have been smoking Dunhill since it was Cravan A and I'm very disappointed with the new Dunhill Boost because it's a switch of which you can only switch 10 out of.a 20 pack !!!! And not to mention how expensive it is 😪 I'm very disappointed and losing a whole lot of money in the process please rectify this or I'm going to be trying another brand...
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Replies (0)ND
Nicholas D
1 reviews | Active since Jan 2020
7 Nov 2025, 07:48
Borken Cig in brand new box .... Happens all the time ...
Box of Peter Stuyvesant - Cigs are broken in the box - You spend so much money on Cigs only to have broken cigs ....
Helpful (0)
|Replies (0)ND
Nicholas D
1 reviews | Active since Jan 2020
7 Nov 2025, 07:48
Borken Cig in brand new box .... Happens all the time ...
Box of Peter Stuyvesant - Cigs are broken in the box - You spend so much money on Cigs only to have broken cigs ....
0
Replies (0)eS
eugene S
1 reviews | Active since Jan 2020
4 Nov 2025, 08:22
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 eugene.stevens48@yahoo.com should you require further information.
Helpful (0)
|Replies (0)eS
eugene S
1 reviews | Active since Jan 2020
4 Nov 2025, 08:22
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 eugene.stevens48@yahoo.com should you require further information.
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Replies (0)