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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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1:49 am EST
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Imperial Tobacco Australia horizon blue 50s

I purchased a packet of Horizon Blue 50s on 22/11/18 from my local milkbar and after opening the packet there were only 47 cigarettes. The packet was sealed and also had the foil so I am not sure why there was less than the packet size. I have never had any issues in the past. I was unable to take them back as I opened them once I returned home.

I would like either a refund or replacement.

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Imperial Tobacco Australia horizon 50 mg tobacco

i placed a complaint and sent the packet back to you in one of your envelopes and when i just called i was told that "NO" i did not complain and that you ever received the envelope ?..
i am disappointed in your treatment of this case as i sent nearly a third of a pack of dust back to you that as a invalid pensioner i "CANNOT" afford to do and as we are now paying around the $80 per pack means that i am in a position after 50 years of smoking i have no chance of giving up so i will just have to change brands that are not one of yours

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2:14 am EST
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Imperial Tobacco Australia white ox tobacco

I've been smoking white ox for years, the last month it has been crap, I've found sticks/ twigs inside my pouch, it's not the same colour anymore. I smoke white ox because it's the only tobacco that doesn't make me cough but in the last month that has changed also not to mention it's the most expensive brand you think you would be getting what you lay for but not lately.

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3:39 am EST
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Imperial Tobacco Australia champion legendary rich red 50g

To whom it may concern,

I have been smoking the subject tobacco for the past 15 years and I'm getting more frustrated by the amount of non-smokable contents in each pouch (branches and poorly processed leafy material). It all adds up to approximately 3-5g per pouch.
Also, the strength of the tobacco seems to very from what I'll call normal, to very strong. This makes me think that it is another brand/blend that has been incorrectly packaged.
With prices on the rise, none of the above is acceptable.
Granted, I have recently moved house/address, but your product should remain consistant.
I'm considering changing brand in an effort to find better taste and value for money.
I hope this feedback is of some value to you.
Regards
Tim

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4:28 pm EDT
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Imperial Tobacco Australia jps loose tobacco red 25g

This tobacco is by far the worst in the market. The tobacco itself is always completely dried out too much. You always get big chunks and sticks which aren't smokable and when you smoke it, it burns more than twice as fast as every other brand. I have actually thrown my last pouch out because of the fact that it has been making me wheeze terribly and cough up soo much more stuff than usual.
I know all tobacco isn't safe, but I think this a dangerously unsafe product to consume.
Absolutely without doubt the worst tobacco on the market.

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Imperial Tobacco Australia 25g pouch of tobacco jps brand

I went to safeway yesterday got a pouch of tobacco jps 25g was $33 odd yesterday now how does it change in exactly a day to being $37 a pouch from same store same tobacco an inside the pouch isnt even chopped tobacco its like they just put a tree in there ridiculous prices for poor quilty im not impressed with the efforts gone into produceing decent selling quilty product

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1:08 pm EDT
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Imperial Tobacco Australia roll your own pouches

The quality of the tobacco is extremely poor its far too dry 75% of pouch tobacco is dust, it burns twice as fast as other quality tobacco, other tobacco goes out when left in ashtray yet JPS will burn through when left in ashtray. With the price of tobacco being so expensive in Australia you are not getting value for your dollar. the taste of the tobacco is extremely harsh and foul. I will never buy this product again. You are really letting your customers down.

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Annajohnson
, AU
Sep 07, 2019 5:21 am EDT

There was a piece of bark in the tobacco and it shouldn't be there I have a photo of it I have been smoking since I was 12 and this isn't the first time I had trouble with this

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8:17 pm EDT
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Imperial Tobacco Australia jps abundant gold tobacco

Hi, wondering what is going on with the jps tobacco, ive purchased 2 x 25g pouches in the last 2 weeks and they were both very dry and crumbley . Virtually burn away, not impressed at $34.95 a pouch should be better than that surely. I only purchase my tobacco from woolworths or coles and wondering if they have too many in stock so theyre in storage too long or is it a manufacturers problem.

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10:28 pm EDT
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Imperial Tobacco Australia wood or branches in tobacco pouch

Hi I'm Joseph Abraham
I've been smoking your white ox for over 25 years ..
I'm complaining about the other stuff besides the tobacco in the pouch ...
Every time I open a pack I'm removing at least 5-6 grams of branches and it's just not fair ..
The tobacco has gone up and I'm not getting my money's worth ...
I'm sure you get this complaint often...

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Imperial Tobacco Australia parker and simpson 25's

Hi my wife and I have been smoking for many many years and with the prices going up and up and being the jps extra kings 20's cigarettes price went up another 20 dollars per carton me and my partner amanda decided to try the parker and simpson red 25's which were on special. A week and 2 cartons later, we went back to the jps extra kings as they dont burn your fingers like the smaller cigarettes and usually taste great. The parker and simpson red 25's cigarettes seem to have a gumleaf type smell and taste in more than half of them, with thicker unburnable pieces in some. I tried to return the unused packets 2 days into trying them but the woolworths staff said they couldnt accept returns on the remaining full carton and 3 packets that were still unopened on the day, and eventually gave me a email address and a phone number so I could send them back to have them refunded or replaced. The phone number didnt work So we continued smoking the cigarettes until today. Ive saved 5 or 6 of each of the 16 packets of 25's and their packets. Though I have put them into 5 of the packets and will post them back to you in my lunch break today. Ive added the plastic wrappers from the cartons and the receipt from woolworths. With our names and address inside with a photo copy of our licenses. Please call when they arrive. Thanks - Shenan and Amanda

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Mick Gillies
, US
Jun 13, 2019 9:33 pm EDT

I bought a pack of Parker & Simpson red 25's and had 3 sticks without the filter and the join between the filter coloured
paper " sliced" and just "hanging" to the edge of the stick. The bar code for the pack is [protected] and the number at the base of the pack is 903517:15 just in case you wish to check on the batch for future reference

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11:24 am EDT

Imperial Tobacco Australia tobacco

I purchased JPS endless blue tobacco today & its very dry, I always buy this tobacco, but today it's very dry & unpleasant, for the price I pay for the tobacco I do expect a fresher smoke
Will some one look into this?, will something be done?, I pay good money for a product I do expect it to be decent, this how ever is very disappointing n I feel ripped off

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Imperial Tobacco Australia jps superking blue cigarettes

I bought a Pack of JPS SuperKing Blue at a OTR service Station in Salisbury S.A
A cigarette I pulled from the pack broke as I pulled it out as it was stuck to inside of pack somehow and split the paper rendering it unsmokeable in its condition .
I disassembled the cigarette to fill it into a new paper and found inside the contents the wing of an insect . It was about 1 cm long and shiny opalised on one side and brown/black on the other and clearly an insect wing . No mistake .
It's not the loss of the weight of the wing I'm comp, wining about, it's the fact that many others must have insect part I. Them if I just found this one randomly because the cigarette was stuck in the pack and broke . If not for this I would have smacked the insect wing . The rest of the insect is probably either in a cigarette I smoked in the pack or in someone else's pack . Either way this is disgusting and should be quality controlled better .

It makes me wonder how many insects I have smoked in JPS cigarettes.
I will go back to smoking roll your own so I can see what I am getting in future .
Although I have notice also the quality of tobacco going downhill in general . The tobacco has large bits of stem and uncut leaves and chunks of black stuff that is not tobacco at all . Every time the tax goes up or the quit ads get bigger on the packs the quality goes down here in Australia . Yet when my friend brought some cigs from overseas duty free the same as an Australian brand we compared the quality to prove my idea that we were being sent the dregs and I was right, the imported packet was fine cut and consistent and only $3 a pack whereas our equivelant was shredded coarsely and had bits of bark and unknown plant matter and yellow flowers in it . Even the taste was better from the imported ones .
We have little choice now in Australia as to what we buy, I used to swear by the Peter Stuyvesant Soft Packs but they are now not available and the Benson and Hedges Soft packs were made in New Zealand and were smoother than thehard packs made in Australia.
Understandably different brands taste different but now even the expensive brands are not smooth and the overall quality has gone way down .

It's bad enough your selling this poor quality tobacco to unsee pectin get customers in cigarettes when you would never sell it in pouches to people who can see the product but to continue to put the price up as the quality goes down is dishonest .
Why is the tobacco In The cigarettes different to that in the pouches . The cigarettes are even worse quality than the tobacco . I believe this is because the tobacco is hidden inside the paper, I never thought of it much before I got the insect wing this week . I did know the prices were going up here but not in other countries but I would have thought that since a lot of tobacco is grown here in Australia, we should get the top quality stuff not the floor scrapings.

I would like to see all tobacco products reviewed as we are paying up to 10x the price of the same named product available in England but ours are of lower quality and have inclusions and could only be B grade tobacco sold to us as A grade and it's just not fair .
If we could quit so easily we would but selling us bits of bark and insects is not the way to make us quit, adding more and more chemicals is just making us sicker and putting the price up is stopping new smokers starting which is great but those of us who do smoke and have for decades are paying well over the price we should for a product which is not properly checked.
If that insect wing had been a scorpion tail, I could have died .
Think about that .
I don't want to smoke JPS cigarettes anymore but would be happy with a replacement of rolling tobacco, the smallest pouch would be fine but I want to be able to check what I am smoking before I light it up .

My previous comment has not been replied to so this is my second attempt to contact the manufacturer.

I will go further with this complaint if I do not get a response soon .

Selling insect parts in pre rolled cigarettes is dangerous and needs reviewing.
This is no Joke.

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1:54 am EDT

Imperial Tobacco Australia jps tobacco o

I bought a pack of JPS superking blue and broke one removing it from the pack.
I emptied the tobacco out of the paper to roll into a new smoke.
In doing so I found an insect wing inside the tobacco.
This makes me wonder how many other insects I have smoked and also wonder if you can seperate these insects better s they don't get smoked.
One thing I know is I would rather smoke roll our own cigarettes in future so I know what I am getting?
I have kept the insect wing to send to you but need. The correct mailing address please.
I he in future I will buy rolling tobacco and check it thorouly please call or email me s we can fsort this is problem out soo everyone will be happy again,

from
Daniela Janz
[protected]@gmail.com

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Jp silver pack of 40
Brisbane, AU
Aug 21, 2022 3:34 am EDT
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I brought a packet of Jp silver cigarettes and I went to get one out of the packet and the filter fell off. This happen ended about 8 times. Not happy paying all this money and having cigarettes fall apart in my hand. I would like a refund on the packet plz

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Imperial Tobacco Australia - bark in champion ruby 25 gram pouch

I have been a long time buyer of champion ruby as I enjoy it very much and it's my tobacco of choice. Recently I have had a few pouches where I have found white ox bark in it and I've axcepted it but this time the bark is far too big and blatantly un-smokeable. I would like to know if there is any chance that Your company would be able to do anything to ratify this issue as I am un happy with the quality of your product lately

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Imperial Tobacco Australia white ox 50g

on opening a new pouch found a LARGE, un-smokeable piece of bark which i've kept as proof. as a long time customer I am accustomed to finding small pieces like this but I feel a large piece, such as I have found, is unacceptable. Also, I have noticed a marked drop in quality (albeit small) over the years. With the Australian government imposing ridiculous tax increases on tobacco products on a regular basis, your products are increasingly becoming out of reach and customers may need to find new sources. I sincerely hope that this complaint will be dealt with in a timely manner.

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Warwick Boyle
, US
Sep 07, 2018 4:14 am EDT

Today 7/9/18, i bought a 25g packet of champion round midnight- smooth whiskey flavor from the glenore grove store in queensland, upon opening it i found that it was exceptionally dry, as i was rolling my cigarette it basically turned into dust, i usually get the velvet rum flavor, and don't have this issue, as the store was out of stock, i grabbed the whiskey flavor, because it's normally fairly simmalar in flavor and rolling texture, this time it was unacceptable, as since you've bought out the champion round line, I've been mostly pleased with the products

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2:01 am EDT
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Imperial Tobacco Australia champion ruby tobacco

Hi. I have smoked champion tobacco for a fue years now and as of late I have been getting a lot of big chunks of leaf and stem matter which ruins your smoke if rolled into one, I have collected just what I got out of my last pouch to prove my point, but it is really frustrating as a pouch costs over 70 dollars each which is a lot of money when you have to discard a considerable amount out of each one, at first I thought it might have been a bad batch but it has continued to happen for quite a while now, i have attached a photo of what I have pulled out of my current pouch so far, your response would be greatly appreciated, thanks. Zac cahill

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Tankbob
, US
Aug 26, 2019 8:35 pm EDT
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We just weighed a 50 gram champion legendary ruby and it was a few grams under now I'm not one to complain but with the price of tobbaco these days I can't afford 50 gram pouch if it's under every fortnight being the customer we deserve so much better then 47.00 out of 50.00 grams in our pouches

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9:16 pm EDT
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Imperial Tobacco Australia drum classic blue 50g pouch

I regularly smoke Drum Classic Blue tobacco and although regular have some quantities of chunky matter that is not smokable, two of the last three packets bought from my local grocery store have had excessive amounts. The tobacco in the last pouch I purchased was so dry it was almost impossible to roll and when successful, ended up falling onto my shirt and skirt which now has burn holes in both items.
At around $70 per packet and additional cost of over $200 to replace my garments, to say I am not happy would be an understatement.
I would be keen to discuss any opportunity for compensation and would view this as a sign of good customer service when considering my brand options in future.

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Imperial Tobacco Australia jps menthol, 50 x cigarettes packet

Yesterday afternoon (Wed, 08/08/2018) I went shopping at my local Coles Shopping Centre in Gosnells, Western Australia 6110.

I purchased a packet of 50 x JPS Menthol cigarettes, which I usually do everyday couple of days. I never counted the cigarettes inside the packet before.

On this occasion I was splitting the packet with my mum, and to my disappointment we found that there was only 49 cigarettes inside (should have been 50!). We both counted a few times.

I can't help wondering if this happens a lot, and whether I've been ripped off like this before, just never noticed.. Smokes are already ridiculously expensive (over $50 a packet of 50) and it makes me angry to think that there's some missing too.

I'd like to get some money back, or at least some cigarettes please. As I have been your loyal customer for many years and would like to keep it that way.

Many thanks.

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Imperial Tobacco Australia jps blue 40's

Changed ti this brand as cheaper alternative, although the tobacco is good quality the product itself is not. Found a unfinhsed (not sealed around the filter) cigerette obviously due to the production line. This is the second time and at $44.00 a packet that equates to $1.10 per cigerette :/ purchased 08/08/1/2018. At iga maroochydore Bar code [protected], number at bottom of packet 724310:16. Please check your production line, as I do not want to find another half made cigerette in any future packets otherwise I will ve changing my brand again, can supply a photo and will keep cigerette if you need it to see. Please replace my purchased product.

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Imperial Tobacco Australia 30 pack of jps blue

The filter was not glued on and the quality of the smoke was poor and at the price you pay for cigaretts thease days it's verry disappointing it's not the first time it's happened to me I'm almost to the point I will be changing brands of cigarettes what can be done about this Do I need to call the [protected] number I would like some kind of explanation on why this pore quality keeps happening

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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?

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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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