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4.1 811 Reviews

Imperial Tobacco Australia Complaints Summary

627 Resolved
183 Unresolved
Our verdict: You can expect a very good level of service from Imperial Tobacco Australia. To navigate their system effectively, thoroughly understand their service scope. Check online forums and review sites for others' experiences. When contacting customer service, clear and concise communication can help resolve your issues faster.
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Imperial Tobacco Australia reviews & complaints 811

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10:49 pm EST
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Imperial Tobacco Australia rothman blue 30's

When I opened the packet of smokes every one of the filters had a hole in the tip and the cigeretts the self's had hardly any tobacco in them
When lighting them they just burnt out really fast and ended up lasting a minute or two
It was late at night and couldn't get to a shop to return them
I would like a replacement sent back to me as soon as possible to
Mr Stuart Davis 107 zouch road yass nsw 2582

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SajidHanef
SajidHanef
, PK
Feb 21, 2019 11:45 pm EST
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A smoker gets hard to live if do not smoke a quality cigarette in the night, oh dear, my sympathies are with you.

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12:47 am EST
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Imperial Tobacco Australia long beach 40's cigarettes

I have contacted the Australian company 4 times now complaining about smokes that have not been glued properly. Half a smoke when I pull out of packet. I sent photos to support my complaints and they havent even had the manners to contact me back. I pay top dollar for smokes and expect a top product. To b ignored is quite appalling. I want my money back on the 4 packets I've complained about. And your Australian company needs to have some sort of customer service..it is your customers that keep your company going and a great profit. Quite disgusted. Tamara

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2:08 am EST
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Imperial Tobacco Australia jps tobacco

I have been a consistant customer for years now but i am getting sick and tired of purchasing your tobacco only to find that its filled with lots of barky peices in every single pouch! At first i wasnt to fussed as these things happen but now this is an every pouch occurance and i have notticed there are more and more in every pouch!
Either your quality control is extreamly poor or you are doing this intentionally, either way i am sick and tired of paying for a product that is sold by weight only to find that there are alot of unusable product that is contributing to the weight of the pouch..
Please fix this issue and supply your customers with exactly what they are paying for or you will loose me as a customer!

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Sam robinson
, AU
Mar 31, 2019 1:57 am EDT

My JPS is [censored]

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Brenda Eulenstein
, US
Feb 18, 2019 5:58 am EST

I agree wholeheartedly. The champion ruby tobacco that my partner and I smoke has gone downhill in the past few months. It is exactly as David has described. It falls to bits and doesn't taste very good. With chunks of tobacco sticking together with sticks a bits all through it. Who is your quality controller.
Need an upgrade on something. Time to give it up.!😝

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10:38 pm EST
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Imperial Tobacco Australia jps tobacco 25g pouch

I have been smoking JPS for a couple of years now and the last year it has become dry lots of bark looking bits all through it, I don't usually make complaints but the last 25g pouch of tobacco I purchased was extra dry and very harsh. When I have a smoke my throat will burn and one cigarette made me cough that much I vomited. I purchased gold but it felt like I was smoking white ox. At $37 a pouch I can't exactly afford to be throwing unsmokable tobacco away.

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6:13 pm EST
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Imperial Tobacco Australia parker and simpson blue + firm touch filter

The first packet of Parker and Simpson blue was found to have not properly wrapped cigarettes, the paper was rolled around the tobacco crooked and therefore the filters where not on properly, at least ten smokes in smokeable. The second packet of the same brand and colour had no glue whatsoever on it and after removing the plastic the whole packet fell apart in turn damaging the cigarettes.

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1:08 am EST
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Imperial Tobacco Australia jps superkings menthol

Have purchased a packet of JPS Superkings Menthol from coles to find tobacco falling out of them. Lit up one that was half empty which nearly lit hair on fire with it being most paper lighting. Not normally a complainer but this is the 3rd packet over past few months that has had a problem. The last few had the filter not stuck to the cigarettes so had to have without filters. Not happy when they cost $26 a packet. Have attached pics

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5:28 am EST
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Imperial Tobacco Australia jps tobacco blue

I've been smoking jps tobacco for quite some time I don't normally complain but this is just getting beyond a joke the tobacco is normally good tobacco but the last month it has been very dry and clumps of bark that you just can't smoke and when you have open the tobacco it normally would stay nice and fresh for a few day but the next day it gone even dryer and you go to roll it and the tobacco turns to dust might be time to find something new to smoke as they to dear to buy dust

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12:06 am EST
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Imperial Tobacco Australia horizon long

This is the 3rd packet of cigs that the filter has been ripped and lost most of the tobacco. This experience has proven to be costly and annoying due to the extreme costs already, you certainly don't expect a damaged product at full price.

Contact details below

Jacqueline Coull
49 Graham Road
Lake Bolac Victoria 3351
Email [protected]@hotmail.com
Phone [protected]

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1:37 am EST
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Imperial Tobacco Australia parker and simpson

I purchased a packet of Parker and Simpson cigarettes and saw that the filter paper was not on properly the packet looked fine but as u can see in the pic it looks weird this has happened on numerous occasions the purchase was from Woolworths prospect .. I normanlly wouldn't complain but because I do enjoy your cigarettes I thought you should know .

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9:06 am EST

Imperial Tobacco Australia white ox tobacco

My partner and i, have been smoking white ox tobacco for over 20 years now, we actually buy a 25gram pouch every second day and sometimes actually a pouch a day... But the amount of bark and dust that are now in the pouch these days... Is absolutely outrageous... It's getting beyond a joke, like seriously, why is this continuesly happening..? We then decided to try out with buying the 50gram pouch, and to our surprise yet dissapointment, there was far less as apposed to the 25gram pouch..! Please tell me what you are able to do about this that could possibly compensate for this ongoing issue, kind regards, madeline.

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Update by Madeline Boon
Jan 21, 2019 9:09 am EST

Please contact me back in regards to my complaint @ maddylan1987@gmail.com
Thank you

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1:00 am EST
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Imperial Tobacco Australia white ox

I've been smoking White Ox for quite a while now and for a while now I have been finding more and more bits of bark chips in my tobacco each time. I spend quite a bit of money every week on 50g pouch and considering the price of White Ox 50g pouch and how much it has gone up in price, that the quality would be expected to much better. I will never change to a different brand of tobacco and have been a loyal customer for years now. I would really appreciate it if I was given some sort of compensation please? Could you possibly please be kind enough to send me a free replacement pouch or two as a gesture of good will and good faith please? I would really very much appreciate it if this is something you could do for me. I do spend a lot of money weekly on 50g pouches of White Ox, so really I think sending me a free replacement 50g pouch or two is the least you could do for me. Would be great if you could do this please. As I think it is only fair considering the amount of money is spent weekly on 50g pouches. This would be greatly appreciated so much. I look forward to hearing back from someone as soon as possible. I will be waiting on your response. Thank you kindly. Much appreciated.

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Update by Elena Natasha Basile
Jan 31, 2020 12:44 am EST

If you have a look at my Profile on here, you will find any contact details you need to make contact!
My mobile number is provided on my Profile and my email address is also provided in the “About Me” section of my Profile!
So any contact details you’re needing to make contact are all provided on my Profile!

But as I said in my previous comment, could you please specify what contact details you’re needing to make contact and I will be more than happy to provide you with any contact details and any other details you’re needing in order to make contact!
Looking forward to hearing back from you real soon!
Cheers!

Thank you kindly.
Much appreciated.



Kind Regards,
Elena Natasha Basile.

Update by Elena Natasha Basile
Jan 31, 2020 12:35 am EST

What contact details do you need?
Please specify what contact details you’re needing in order to make contact and I will be more than happy to provide them to you so you’re able to make contact like you have said.
Please let me know as soon as possible what details you’re after and I will be more than happy to provide you with whatever details you need.
I look forward to hearing back from you as soon as possible.
Cheers.

Thank you kindly.
Much appreciated.



Kind Regards,
Elena Natasha Basile.

Update by Elena Natasha Basile
Jan 18, 2020 7:14 am EST

I don’t know why this is marked as resolved as it was never actually resolved as I never heard back from anyone regarding my complaint and to this day almost a year later I still have not heard back from anyone! So I don’t know why you have marked this as resolved as it was far from resolved!

Almost a year after my first complaint I am actually get quite fed up because once again I am having issues with my 50g pouch of tobacco! Not only am I still finding big pieces of bark and twigs in majority of my tobacco each time but this time, I have also found pieces of PLASTIC, yes PLASTIC in my tobacco! Now this was a brand new 50g pouch factory sealed in plastic bought from Woolworths, so this has to have come from your company when making the product!
To find not only big pieces of bark and twigs still to this day in my tobacco but now also pieces of PLASTIC in my tobacco, I was absolutely shocked to say the least!
If I hadn’t had checked my tobacco and just went ahead a rolled a cigarette, I would’ve been smoking plastic! Do you have any idea just how dangerous that is and how toxic that is?
I’m actually quite disgusted to say the least and I am not happy at all, I am actually a little more than ABSOLUTELY FURIOUS about this because I still have not heard back regarding my first complaint and now I have also found pieces of plastic in my tobacco!
To spend $96.00 multiple times and continuously have this happen and now finding bits of plastic in my tobacco is just plain right unacceptable!
That is almost $100.00 I am spending multiple times weekly and you’d think that you’d be getting your monies worth and that things like this wouldn’t be happening, so frequently anyway!
I would like a replacement for both 50g pouches of tobacco or some sort of compensation for this and I think it is only the right and fair thing to do or a refund for both my previous unresolved complaint and also now this one!
Whether I am compensated with having both 50g pouches of tobacco replaced or a refund for both, as long as I am given some sort of compensation that’s all that matters!
If once again I do not hear back from anyone regarding my complaint and I am not compensated in some way, I will be taking this even further than here because this is unacceptable!
I look forward to hearing back from someone as soon as possible regarding my complaint and look forward to having this actually resolved this time!
I will be taking this even further than here if one, i don’t hear back from anyone once again regarding my complaint and two, if I am not compensated in some way whether I am sent two replacement 50g pouches of White Ox Tobacco or given a refund for them both because this is disgusting!
I hope to hear back from someone as soon as it is possible regarding my complaint and hope to have this resolved as fast as possible!
I will be waiting to hear back from someone!
I look forward to receiving your response as soon as it is possible!
Cheers!

* - Also I have attached a photo of the pieces of plastic found in my 50g pouch of White Ox Tobacco! *

Thank you kindly.
Much appreciated.



Kind Regards,
Elena Natasha Basile.

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Imperial Tobacco Australia champion ruby 25g rolling tobacco

Hi Team,
I'm a 7+ year smoker of champion ruby, i absolutely love it.
I often open a pouch to find some decent sized bits of tobacco stem and other "woody" matter, but this has never worried me.
What has worried me is that i recently opened a pouch of champion ruby to find quite a large rock of what appears to be quarts crystal, along with a smaller shard.

I have no idea how they would have got in there from your production line, but in any case, i would like reimbursement of my purchase, as i didn't pay nearly $40 per pouch to smoke rocks.
Please find attached a photo of my discovery.
Thanks,

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unhappy smoker 1957
, AU
Dec 10, 2019 2:03 am EST

In the past 5 to 6 years champion ruby is turned [censored], full of stems and black tar like lumps, paying big prices for it these days, champion ruby need to get there act together, not happy

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Imperial Tobacco Australia - parker and simpson blue 25's

Hi my name is Renee Richards and I have been purchasing Parker and Simpson blue 25's for about 3-4 months now, I enjoy the cigarette, they are great prices and with both myself and my partner smoking it works well with financial needs. I purchased 8 packets of these smokes from Woolworths in Parramatta spending $207 and in every packet I opened there wa...

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Imperial Tobacco Australia jps eternal red 25g pouch

I bought this pouch about half an hour ago. Opened it up and there are pieces of stick the size of a smoke in the tobacco. I emptied it out into a ziplock bag and there were heaps of them! I've never had an issue with this tobacco but this is ridiculous! Im now left with 3/4 of a pouch because the rest is unsmokable. Needless to say i'm not happy.

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Imperial Tobacco Australia 50 gram pack champion legendary ruby

When purchasing last pack and opened it all the tobacco was really fine and small compared to normal. It was like crumbs in the bottom of the packet but the whole packet was like it. Request replacement or money back. As tobacco is so costly I cannot afford to post for proof as I will not have any to smoke and expect quality tobacco for this price. Purchased on the 5/1/2019. from Woolworths Wynyard Tas.

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Imperial Tobacco Australia white ox rolling tobacco

I purchased a 50gm pack of white ox.
One piece of stem was sharp enough to cut my thumb. Another smaller price in the same pack was rolled and burned a hole on my table! The batch is 8f181j1 1554.
I'm seeking compensation of another pack of tobacco at the least please.
My name is Oren Cohen.
My address is 2/66 Yorktown parade maroubra 2035.
Thank you,
Oren.

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Imperial Tobacco Australia champion ruby

Been buying champion for a few years now I love the smoke it's nice and smooth even after a week drying out, but it's not the first time I've found rat [censored] in it unfortunately, as previously said in complaints we don't wanna pay whatever extortionate amount to smoke stems and animal crap, plus it makes me wonder what happens over there, generally cockroach and rats go together and I can't spot cockroach waste, plus if your gonna use pest control other than traps (which are not gonna do the job) there's gonna be things dying in the tobacco full of poison :/
Thanks for reading
Regards Scott

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Imperial Tobacco Australia champion ruby ryo tobacco

Over the last couple of months I have noticed a decline in the quality and taste of champion ruby tobacco.
I have been smoking champion ruby a long time and the pouch that I currently have tastes more like dry grass or chauf.
The tobacco is dryer, lacking in flavour and is nothing like it was a year ago.
Not enjoyable at all, seriously considering changing brands.

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Imperial Tobacco Australia champion ruby 50g tobacco

Purchased a 50g pouch of tobacco from woolworths on the 22.11.18 and opened the pouch this morning the 24.11 and pulled out this decent sized leaf, at 81 odd dollars a pouch you dont really want it to be filled with these, was wondering if this is normal and thats just what you get or if somethings wrong with the item, would like to know a bit more, please see photo attached.

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Imperial Tobacco Australia white ox

Hello I've been smoking white ox for many years and never had a problem until recently I purchased a pouch and it was stale and off, the tobacco is completely dry and brittle with a smell to it, normally it's soft and fresh and doesn't come with the smell that this particular pouch has I'd never normally complain but with the price these days I'm not just going to accept it, I want some sort of resolution otherwise I'll be changing to another brand of tobacco . The smell and taste is sickening and almost makes me want to quit smoking .

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David Zammit 49
, US
Sep 28, 2021 7:46 pm EDT

I have been smoking white ox for 32 years 23 of them in jail I have never complained as it is not in my nature but yesterday I bought a 50g pkt of ox and it is dry with no smell and when you roll one to smoke it burns half way down the rollie. I am not happy as I spend more than $200 a week on ox.
MY NAME IS DAVID ZAMMIT AND MY ADRESS IS 24/6 ELPHINSTONE RD SOUTH COGGEE 2034.
PLS GET BACK TO ME ASAP MY NO: [protected]
THANKYOU YOURS SINCERELY DAVID ZAMMIT

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Imperial Tobacco Australia In-depth Review

Company Overview: Imperial Tobacco Australia is a leading tobacco company that operates within the Australian market. With a rich history and a strong presence, the company has established itself as a key player in the industry.

Product Range: Imperial Tobacco Australia offers a diverse range of tobacco products to cater to different consumer preferences. From traditional cigarettes to rolling tobacco and cigars, their product range is extensive and varied.

Quality and Safety Standards: The company is committed to maintaining high-quality standards and ensuring the safety of their products. They adhere to strict quality control measures and comply with all relevant safety regulations to provide customers with a reliable and safe smoking experience.

Market Presence and Reputation: Imperial Tobacco Australia has a strong market presence and a reputable brand image. Their products are widely recognized and trusted by consumers, which has contributed to their success in the industry.

Pricing and Value for Money: The company offers competitive pricing for their tobacco products, providing customers with value for money. They strive to balance affordability with quality, making their products accessible to a wide range of consumers.

Customer Service and Support: Imperial Tobacco Australia places a strong emphasis on customer service and support. They have a dedicated customer service team that is readily available to assist customers with any queries or concerns they may have.

Sustainability and Corporate Social Responsibility: The company is committed to sustainability and corporate social responsibility. They actively work towards reducing their environmental impact and contribute to various social initiatives, demonstrating their commitment to making a positive difference.

Innovation and Research & Development: Imperial Tobacco Australia invests in innovation and research & development to continuously improve their products and meet evolving consumer demands. They strive to stay ahead of the curve and offer innovative smoking solutions.

Distribution and Availability: The company has a wide distribution network, ensuring their products are readily available to consumers across Australia. They work closely with retailers to ensure efficient distribution and timely availability of their products.

Legal and Regulatory Compliance: Imperial Tobacco Australia strictly adheres to all legal and regulatory requirements governing the tobacco industry. They prioritize compliance to ensure the responsible and ethical operation of their business.

Competitive Analysis: Imperial Tobacco Australia faces competition from other tobacco companies within the Australian market. However, their strong market presence, reputation, and commitment to quality give them a competitive edge.

Strengths and Weaknesses: Imperial Tobacco Australia's strengths lie in their extensive product range, strong market presence, and commitment to quality. However, a potential weakness could be the ongoing challenges and regulations faced by the tobacco industry.

Conclusion and Recommendation: Overall, Imperial Tobacco Australia is a reputable company that offers a diverse range of high-quality tobacco products. Their commitment to customer service, sustainability, and innovation sets them apart in the industry. For smokers in Australia, Imperial Tobacco Australia is a reliable choice for their smoking needs.

How to file a complaint about Imperial Tobacco Australia?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register by providing the necessary details to create one.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Imperial Tobacco Australia. Make it specific and clear, such as "Incorrect Billing for Tobacco Products" or "Poor Customer Service at Imperial Tobacco."

4. Detailing the experience: In the complaint details section, thoroughly describe your experience. Include key areas such as product quality, customer service, pricing discrepancies, or any misleading information you may have received. Mention any specific products or services you are complaining about, and provide dates and locations if applicable. If you have had any transactions with the company, detail the nature of these transactions and any relevant communication or receipts. Clearly explain the issue you faced and the steps you have taken to resolve it, including any interaction with Imperial Tobacco Australia's customer service. Describe the company's response or lack thereof and the personal impact the issue has had on you, such as inconvenience, financial loss, or health concerns.

5. Attaching supporting documents: Attach any relevant documents or evidence that support your complaint, such as receipts, emails, or photos. Be cautious not to include sensitive personal information that could compromise your privacy.

6. Filing optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue. In the 'Desired Outcome' field, specify what resolution you are seeking from Imperial Tobacco Australia, whether it be a refund, an apology, or another form of rectification.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is true to the best of your knowledge and that your desired outcome is reasonable and clearly stated.

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