Independent profile — not affiliated with Pall Mall USA
Pall Mall USA
Pall Mall is a cigarette brand made and marketed in the United States by R.J. Reynolds Tobacco Company of Winston-Salem, North Carolina, a Reynolds American subsidiary of British American Tobacco. This page lists the Pall Mall website's own contact number, age-verification and coupon rules, the court-ordered corrective statements the company posts, and BBB figures for the company as displayed on October 14, 2026. It gives no rating of its own; complaints are allegations.
Complaints & Reviews on USAComplaints
17 complaints on USAComplaints, including 1 published in the last three years.
- Cigarette buy-down contract canceled after sales rep changed
- Stale cigarettes
- Filters coming off the Camel Wides
- Ripped Cigarette
- Warning Flaw in Winston 100's, danger danger fdange
- Only 18 Cigarettes in Packet of 20 Menthol Superkings
- Packets Contain 19 Cigarettes Instead of 20
- Cigarette Tops Fall Out While Lit, Loosely Packed
- Salem Gold cigarettes are smalle
- Broken Cigarettes
- Not Regular, Normal Taste
- Repaired Cigarette
- Stale Cigs
- Second Pack in 3 Days
- Etailer contact
- Ripoff! I Can't Spend My Camel Cash Because They Won't Send Me The Catalog! Ripoff DEL RIO
- CAMEL Cigarettes RJ Reynolds consumer rip-off fraud
Independent Sources
Shown for context — not merged with USAComplaints' own numbers.
Contacts
- Official Pall Mall website (21+ account): https://www.pallmallusa.com/
- Pall Mall contact center (account, age verification, mailed offers): 1-866-756-9287
- Pall Mall Contact Us / FAQ page: https://www.pallmallusa.com/footer-links/contact-us.html
- R.J. Reynolds Tobacco Company website: https://www.rjrt.com/
- Reynolds American main office, Winston-Salem: 336-741-2000
- BBB-listed number for R.J. Reynolds Tobacco Company: (336) 741-5000
Locations
| Type | Address |
|---|---|
| Headquarters | 401 N. Main St. Winston-Salem NC 27101 |
Pall Mall complaints: who to contact and what the company's own pages say (checked October 14, 2026)
Pall Mall is a cigarette brand. Reynolds American's Building Brands page says R.J. Reynolds Tobacco Company (RJRT) "makes many of the nation's best-selling cigarette brands, including Newport, Camel, Pall Mall and Lucky Strike." The Pall Mall website, pallmallusa.com, is footed "2026 R.J. Reynolds Tobacco Co". The company's own pages were opened on October 14, 2026; they govern over this summary.
Contact channel. The Pall Mall Contact Us page says: "Please call 1-866-756-9287 for further assistance. Our contact center hours of operation are Monday through Friday, 8:00 a.m. to 10:00 p.m. Eastern Time and Saturday, 10:00 a.m. to 8:00 p.m. Eastern Time." Its listed topics are login and password, offers and promotions, age verification, privacy, troubleshooting and environmental stewardship. The pallmallusa.com pages returned an access-denied (HTTP 403) response to automated fetchers on October 14, 2026, so quotations from that site in this profile come from the builder's earlier reading of the company's pages, not from a re-capture that day. The page opened did not list a separate product-quality or damaged-pack complaint form; for that kind of issue the number above is the only consumer channel the page names.
Account and age verification. The site says only adults 21 or older who are tobacco consumers can register. If age verification fails, the company says "a recent move or spelling your name differently than you do on your government-issued ID could prevent a successful match" and invites you to call. It states the last four digits of a Social Security number are "used only in combination with your other information as part of our standard age verification process".
Coupons and offers. The site says offers appear after logging in and are "void where prohibited". For people without a smartphone it says coupons are mailed from its mailing list and "are currently being sent periodically, rather than monthly".
Retail problems. Packs are sold by independent retailers. The company pages opened do not describe a refund process for a pack bought from a store; keep the pack and receipt (or the carton and lot markings) if you contact the company or the store.
Reporting to FDA. FDA's Center for Tobacco Products page says you can report a potential tobacco product violation by submitting Form FDA 3779 online or by email to [email protected]. Violations it lists include "Sales to underage purchasers" and "Sale of cigarettes in packages of less than 20". The same page links "Report a Problem with a Tobacco Product" to the HHS Safety Reporting Portal (safetyreporting.hhs.gov) for product problems such as a damaged or defective pack. The page was opened on October 14, 2026; your state attorney general is another route.
Federal court-ordered corrective statements (RJRT is a named defendant)
R.J. Reynolds Tobacco Company's own website carries a notice that begins: "A Federal Court has ordered R.J. Reynolds Tobacco, Philip Morris USA, Altria, and Lorillard to make these statements." It then lists statements headed "Adverse Health Effects of Smoking", "Addictiveness of Smoking and Nicotine", "Lack of Significant Health Benefit from Smoking 'Low Tar,' 'Light,' ...", "Manipulation of Cigarette Design and Composition to Ensure Optimum Nicotine Delivery" and "Adverse Health Effects of Exposure to Secondhand Smoke". The page quotes, for example, "Smoking is highly addictive. Nicotine is the addictive drug in tobacco."
The notice applies to the named companies' cigarette business generally and is not specific to Pall Mall. The CourtListener docket for United States v. Philip Morris USA, 1:99-cv-02496 (D.D.C.), lists the case as filed September 22, 1999; this profile did not open the order itself, and the quotation is the company's own posted notice, checked October 14, 2026.
Who makes Pall Mall in the United States
The Reynolds American contact page describes Reynolds American Inc. as "an indirect, wholly-owned subsidiary of British American Tobacco, p.l.c. and the U.S. parent company of, among others, R. J. Reynolds Tobacco Company; Santa Fe Natural Tobacco Company, Inc.; American Snuff Company, LLC; R. J. Reynolds Vapor Company; Modoral Brands Inc.; RAI Services Company; and Reynolds Marketing Services Company." It adds that "All subsidiaries operate and conduct separate, distinct businesses."
Reynolds American's Building Brands page calls RJRT "the second-largest U.S. tobacco company" and lists Pall Mall among its main combustible brands. RJRT is based in Winston-Salem, North Carolina; Reynolds American's main office is listed at 401 N. Main St., P.O. Box 2990, Winston-Salem, NC 27101-2990.
This profile covers the Pall Mall brand as sold in the United States. Pall Mall is sold in other markets too; those are not covered here.
Complaint record: BBB as displayed and our own archive
BBB. As displayed on October 14, 2026, the BBB profile for R.J. Reynolds Tobacco Company, Winston-Salem, NC, shows "BBB Accredited Business", an A+ rating and "71 total complaints in the last 3 years". The complaints tab adds "23 complaints filed in the last 12 months", and the customer reviews tab shows "1.27 /5 stars" with "Average of 15 Customer Reviews". BBB says the profile includes complaints for R.J. Reynolds Tobacco Company's headquarters and its corporate-owned locations and lists Reynolds American, Inc. as an alternate name; the newest complaint shown concerns another brand's product (Vuse). These counts are therefore not Pall Mall complaints, and BBB's accreditation and rating are not a verdict on any product.
Our archive. Complaints published on usacomplaints.com that name Pall Mall and describe the U.S. market are few: one is linked to this page as of October 14, 2026 (2012, cigarettes whose tops were said to fall out while lit). Three other posts filed under "Pall Mall Cigarettes" use wording that points to non-U.S. markets (UK prices, "packet", "superkings") and are not linked here. Additional archive posts name R.J. Reynolds Tobacco Co as the offender but concern other brands such as Camel, Winston, Salem and Misty; they are not counted as Pall Mall complaints. Each post is one consumer's account that the company has not been shown to have confirmed.
Is Pall Mall USA Legitimate?
Reynolds American's own Building Brands page lists Pall Mall among R.J. Reynolds Tobacco Company's main combustible brands, and pallmallusa.com is signed "2026 R.J. Reynolds Tobacco Co". BBB lists R.J. Reynolds Tobacco Company as accredited with an A+ rating, as displayed October 14, 2026.
The brand's official website and the manufacturer's consumer number are listed in the contacts above. The company's court-ordered corrective statements on the health effects of smoking are quoted in the regulator section.
Court & Public Records
| Case | Authority | Dates | Type | Outcome | Source |
|---|---|---|---|---|---|
| United States v. Philip Morris USA Inc. et al. (corrective statements notice posted by R.J. Reynolds Tobacco Company) Docket 1:99-cv-02496 | U.S. District Court for the District of Columbia | Judgment | Judgment entered R.J. Reynolds Tobacco Company's website states "A Federal Court has ordered R.J. Reynolds Tobacco, Philip Morris USA, Altria, and Lorillard to make these statements" and posts statements on the health effects of smoking, addictiveness, "low tar" and "light" cigarettes, cigarette design and secondhand smoke. This is the company's own posted notice. The CourtListener docket for United States v. Philip Morris USA, 1:99-cv-02496 (D.D.C.), shows the case filed September 22, 1999; this profile did not open the corrective-statements order itself. It is not specific to Pall Mall. | Source | |
| City and County of Denver v. Philip Morris USA Inc. (removed; R.J. Reynolds Tobacco Company a removing defendant) Docket 1:26-cv-04585 | U.S. District Court for the District of Colorado | Filed | Filed — no final outcome recorded The CourtListener docket shows a notice of removal filed September 17, 2026 by Philip Morris USA Inc. and R.J. Reynolds Tobacco Company from the District Court, County of Denver, Colorado (case number 2026CV32869). The claims are not described in the docket entries opened for this profile, and the case is not specific to Pall Mall. Status as of October 14, 2026: pending. | Source |
Company Relationships
- Owned by: R.J. Reynolds Tobacco Company
- Affiliated with: Reynolds American Inc.
Frequently Asked Questions
Who makes Pall Mall cigarettes in the United States?
R.J. Reynolds Tobacco Company of Winston-Salem, North Carolina. Reynolds American's Building Brands page lists Pall Mall among RJRT's main brands, and the pallmallusa.com footer reads "2026 R.J. Reynolds Tobacco Co".
Is Pall Mall owned by British American Tobacco?
Reynolds American describes itself as "an indirect, wholly-owned subsidiary of British American Tobacco, p.l.c." and names R. J. Reynolds Tobacco Company among its subsidiaries. It also says "All subsidiaries operate and conduct separate, distinct businesses."
What is the Pall Mall customer service phone number?
The Pall Mall Contact Us page lists 1-866-756-9287, with hours of Monday through Friday, 8:00 a.m. to 10:00 p.m. Eastern Time and Saturday, 10:00 a.m. to 8:00 p.m. Eastern Time.
Why was my age verification on pallmallusa.com not accepted?
The company says it uses several age verification services and that "a recent move or spelling your name differently than you do on your government-issued ID could prevent a successful match". It tells users to call 1-866-756-9287.
How does Pall Mall send coupons to people without a smartphone?
The Pall Mall FAQ says it has a mailing list for mailed coupons and that they "are currently being sent periodically, rather than monthly". Offers are described as "void where prohibited".
What can I do about a damaged or short pack of Pall Mall?
The company pages opened on October 14, 2026 do not describe a refund or replacement process for store-bought packs. The consumer line on the Contact Us page is 1-866-756-9287; keep the pack and receipt. FDA's page names Form FDA 3779 and [email protected] for potential tobacco product violations (it lists "Sale of cigarettes in packages of less than 20") and links the HHS Safety Reporting Portal for problems with a tobacco product.
What does BBB show for R.J. Reynolds Tobacco Company?
As displayed on October 14, 2026: BBB Accredited Business, A+ rating, and "71 total complaints in the last 3 years" on the profile for R.J. Reynolds Tobacco Company, Winston-Salem, NC. The file covers the company's headquarters and corporate-owned locations and other Reynolds brands, not only Pall Mall; BBB also shows "23 complaints filed in the last 12 months" and "1.27 /5 stars", an average of 15 customer reviews.
What are the court-ordered corrective statements on the R.J. Reynolds site?
R.J. Reynolds Tobacco's site posts statements that "A Federal Court has ordered R.J. Reynolds Tobacco, Philip Morris USA, Altria, and Lorillard to make", covering health effects of smoking, addictiveness, "low tar" and "light" cigarettes, cigarette design and secondhand smoke. They apply to the named companies' cigarettes generally, not to Pall Mall specifically.