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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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4:03 am EDT
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Imperial Tobacco Australia Champion Rich Red pouch

The prices have gone up! You should at least get what you pay for, one would think! 25 grams they say! Not in the last few packs we have purchased. We have weighed them as we felt they were getting smaller! You guessed it 22g and 23 g ...False advertising or what! Not happy! We have a right to get what we are paying for ! Arrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrgh

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11:54 pm EDT
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Imperial Tobacco Australia jps ryo blue

Purchased my normal brand rolling tobacco and this pouch is so dry I can't even roll it without it all falling out. I have never had a pouch this dry ever. It's so dry the pouch "crunches". Cannot get an exchange and now I'm considering changing brands because it's almost unusable. Oh well there's $31 down the drain...
I don't understand how the quality of this pouch is 50% compared to usual.

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4:55 am EDT
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Imperial Tobacco Australia 50g and 25g white ox

I've been a consumer of white ox for over 15 years now. To spend $74 or $39 only to get dried up crumbs and a few sticks is a bit unfair wouldn't say? And then to be told that if the tobacco is unwrapped I can't get a refund is absolutely preposterous. Imperial tobacco, you need to enforce rotation of stock, how u police this is not my problem. My problem is getting what we all pay through the roof for. Decent quality tobacco. I've given up on decently priced. I'd like to be reimbursed a 50g pouch and a 25g pouch of white ox. I'm more than happy to show my proof of transaction and name location of purchase. I just want what I've know white ox to be, which is quality tobacco.
Thank you
Nicholas Rolland

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Michelle Stewart 1
, AU
Aug 14, 2018 7:19 pm EDT
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I agree I just got the same

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11:16 am EDT
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Imperial Tobacco Australia horizon red 50's pack of cigarettes

We only purchase this brand generally in a carton of 4 packs. Usually find the quality is better than most but I was really disappointed when a pack of these did not measure up. The lighted end of the cigarette continually fell off burning holes in my clothing and sometimes my fingers trying to extinguish the lit end and remove it from my person. Doesn't happen that often but at the price I pay for the privilege I have to ask am I entitled to a refund or some complimentary packs for my damage to clothing? It was a damn Adidas tee-shirt so you can see why I was irritated and upset.

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cbr11ooxx
Geraldton, Western Australia, AU
Mar 15, 2021 3:52 am EDT
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15 March 2021
RE: Horizon red 93mm long
I also have encounted this fault. IE end of cigarette falling out before going out resulting in minor burns to fingers and vinyl floor.
In the last packet this happened twice damaging the floor in each occasion.
This has happened on 5 more occasions in the last 6 months, each time been fortunate that the "fireball" ends have landed on surfaces that did no damage.
My concern is that some one unaware of problem will set fire to something more substantial, IE house, car with the obvious burn related injuries.
Please fix fault ASAP before someone gets seriously hurt.

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6:28 am EDT
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Imperial Tobacco Australia jps crushball

I bought cigarettes on the 1/07/18 from my local shop and many of the cigarettes in this packet I bought do not have the crush ball in them.
Quite upset about this as I could have bought other cigarettes for cheaper but I buy this brand (jps crush all) as they have the option to change into menthol if needed. If someone could contact me regarding this matter, that would be great thanks.

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12:15 am EDT
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Imperial Tobacco Australia horizon menthol

I purchased a 30g pack of horizon menthol from the 4 Square on Edmund road in Rotorua, New Zealand.
There were no issues at first, but as the tobacco dried (not a long period of time, I go through 2 packs a week) the tobacco, which is mainly large sticks, is extremely flammable.
As in, you light a cigarette and the whole thing catches fire and blackens immediately.
I have retained some of the tobacco should you wish to investigate.
I must say I am so thoroughly disappointed by this as the cost in cigarettes in NZ is extortion and I have stuck by this product for 14 years.

Please advise.

Thank you for your time.

Alana Dempsey

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8:54 am EDT
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Imperial Tobacco Australia champion rich red 50g

I have remained a loyal Champion customer for almost a decade. As the price of tobacco surged in recent years, I happily paid the extra expense, knowing the tobacco was of a higher quality than most other brands. Over the last few years, however, the quality has declined significantly.

I constantly find big, hard chunks of stem in every pack I buy, along with those little black balls of resin every now and then. In my opinion, the presence of these other materials means that I am essentially being ripped off! When I buy 50g of tobacco, I do not receive 50g of smokable product because the packet contains all this other unsmokable plant material that is useless and simply thrown away.

Considering the high price I pay for this tobacco, I am very frustrated by how terrible the quality has become. When I purchased a pouch of Champion Rich Red (a "gold" strength tobacco) in Sydney over the weekend, my frustration with this brand deepened.

When I opened this pouch, the aroma smelled particularly strong. Upon smoking a few cigarettes, I began to suspect the tobacco may actually be Champion Ruby (a"red" strength tobacco). I asked a few friends for their opinion and together we concluded without a doubt that the tobacco was Champion Ruby. Obviously the tobacco was packaged incorrectly. A mistake this huge is simply unacceptable.

It seems the substandard quality of Champion's tobacco, recently, has become their new standard. With this, along with the problems surrounding my latest purchase, I have been left furious!

Champion's apparent inattention for proper quality control demonstrates a complete disregard for their customers satisfaction. They expect us to continue to pay top dollar for their 'premium' product, while at the same time, hoping we will ignore their carelessness and neglect, and the disappointing impact it's caused to their product.

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Jarkman
Melbourne, AU
Feb 02, 2021 2:57 am EST

I have been smoking champion ruby for 15 years and as of the last two the quality is horrible. Exept i had a couple of 50g pouches which i noticed were made in the netherlands and that was the old champion ruby that i remebered. The other pouches are made in new zealand i had one today pop in my face and burn me. It seem dry and full of bark i think the deal pouches are better

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Brenda Eulenstein
, US
Feb 18, 2019 6:12 am EST

This person is spot on.Champion Ruby 'used ' to be good. Now it is just [censored]. As much as I like smoking, I think its time to give up.Been smoking for 40 years.

Imperial Tobacco Australia
Imperial Tobacco Australia
, AU
Feb 20, 2019 6:52 pm EST
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At Imperial Tobacco Australia we take consumers’ concerns about the quality of our products particularly seriously. We see from what you have written above that you have had a less than ideal experience with one of our products. We invite you to contact our Customer Response Centre on 1800 677 953 to have your experience recorded so that any production problem can be identified and dealt with swiftly and appropriately.

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12:25 am EDT
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Imperial Tobacco Australia white ox 50g

Ive been buying whiteox for alot of years now and havent had many complaints except the 25g pouches of white ox are usually full of stalks but this 50g packet i bought had bits of plastic through the whole 50g pouch. My packet wasnt damaged so the plastic was already in it. I bought it from woolworths at logan central 4127 qld.i tried to return it bit they said they couldnt and told me to contact u guys. I would like some compensation for this since a pouch at about $70 isnt the sort of money you can let slide.

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6:09 am EDT
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Imperial Tobacco Australia jps + crushball blue

I just opened a new packet of jps + crushball blue that I purchased from Ctc at rutherford nsw
My 3rd smoke had no crushball which is the reason I buy them as I don't like the original flavour until the crushball is popped
I have pictures of the smoke packet, barcode and the smoke and all numbers are the same I haven't checked all cigarettes but so far only found one without crushball an I am very disappointed

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Sunny Sunny m
, US
Aug 14, 2021 12:57 pm EDT

Crepe paper

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Sunny Sunny m
, US
Aug 14, 2021 12:57 pm EDT

Gabbar Gabbar दुबई के बजरंगबली

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11:36 pm EDT
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Imperial Tobacco Australia jps red tobacco

I have bought a few of these tobacco pouches, they have a lot of bark and one pouch had some sort of ball in it that resembles goat droppings. I like JPS Red, it is the only tobacco I can smoke, and I but I am quite disappointed in what comes inside it. I can't smoke balls or bark..
Thank you for reading.
If you could please email a response that would be good.
[protected]@gmail.com

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7:04 pm EDT

Imperial Tobacco Australia white ox tobacco

I have smoked white ox from the age of 15, i am now 60 yr old, i have complained about the big chunks of uncut tobacco in the packs before, i live out of town i go in once a month to shop and buy 11 packs of white ox tobacco, The chunks are still there, i have had enough from now on i will be looking for a better brand, its a shame because ox was a great smoke, sorry one unhappy smoker

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Scotty Smith
, US
Aug 06, 2018 8:41 am EDT

yep agree 100% the uncut tobacco is making it harder to stay with the only brand i have smoked for over 20 years the prices keep going up but the quality keeps going down shame shame shame its not like ya dont make enough money out of us smokers to have better quality control not very happy customer here

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Simba68
, US
Jun 01, 2018 1:06 am EDT
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I also since 17 yrs old I'm now 50 and quality control has gone down hill the logs now I could build a canoe

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11:48 am EDT

Imperial Tobacco Australia jps 25g tobacco

The 25g pouch of tobacco I bought was unfortunately extremely hard to roll as it was full of really thick woody bits or tobacco and was overly dried out and probably half of the pouch has been wasted while rolling just from overly dried out bits, big woody bits that have to be tossed and the overall sthe tobacco was unsatisfactory for smoking, I'm usually a constant buyer of your products until the latest unsatisfaction but may switch back to ur products in the future to see if has changed back to the usual satifactiry product

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9:34 am EDT
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Imperial Tobacco Australia horizon tobacco

I always buy horizon 50gm tobacco. Last couple of pouches have had hard sticks and bark all through. Each pouch costs $61. We pay a premium price here for tobacco and I am not happy with the quality. Any other product that is not satisfactory I would be offered a replacement or refund. I would like to hear your response. My email is [protected]@live.com.au

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11:27 am EDT
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Imperial Tobacco Australia escort blue cigarettes 35

Been smoking escort cigarettes for 20 yrs now and have never complained... But now im paying around $43 per packet I feel the need to let you know im not happy. I bought a pkt the other day and over half the smokes were defective! They burnt uneven, one side disappeared fast whilst the other side seemed like it full of chunks of bark so something. These big pieces of what ever they were burned black but didnt turn to ash.. The burnt black chunks fell onto the ground! Very unhappy especially considering the cost of the packet.

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5:54 pm EDT
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Imperial Tobacco Australia horizon 50 grams

I brought 2 packets of horizon 50 grams from a newsagency/ freechoice tobaconist In Napier st East mackay and it is not horizon it is Choof mixed in with your product and sold as horizon I have sent some of it to you in the mail. I am going to the police and to a current affair. Now either your manufacturer or this news agency have tampered with this product and sold as authentic product. I want my money back for it I brought two packets I smoke horizon all the time and i know it is not a original horizon packet.
I have decided to send it back to you but not before i go to the police.

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5:51 pm EDT
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Imperial Tobacco Australia horizon blue

Hi my name is sita i have a complaint about the packet of smokes i bought.

I got me a 50g horizon blue from the tobbaconist at mt druitt and its thick n flakey bit like jps.
I've smoked this brand for years and this is the only time I've ever seen this.
I now pay $62 a packet i enjoy a smoke and a coffee but this packet is rubbish if i could be reimbursed or send me a proper packet i would appreciate it very much.
When i smoke it, it burns quickly and the tobacco is crumbly.
Usually it will last me a week at the moment it will be gone in 3days cause it burns so fast i find myself smoking alot more.
If u like u can contact me on [protected]
Thanks for your time and i await your response

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7:20 pm EDT
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Imperial Tobacco Australia jps gold 26's twin pack number [protected]

I purchased a twin pack of JPS gold 26's twin pack from Woolworths Corrimal on Saturday 14th April 2018 for my son Luke to smoke as I am not a smoker. I paid $54.00 for them using my Visa card. So there is proof on my bank statement that I purchased this packet on the date mentioned. Upon smoking the first packet of cigarettes in the twin packet Luke noticed that some of the cigarettes didn't have the flavour or strength he is used to smoking. So he tipped out all of the cigarettes from that packet and noticed that some cigarettes had numbers on them in different positions near the butt and dome had no number on them at all. He showed me and informed me of this peculiarity and felt that the packet he was smoking must have been tampered with or old stock stale cigarettes placed into that particular packet. He then refused to smoke the rest of the packet and requested the other unopened packet from the twin pack. I asked him to check out the number positions on the new packet and all of the numbers were exactly the same and in exactly the same position below the filter. On my next visit to Woolworths in the early evening on 14.4.18 I mentioned this to a Woolworths employee who then asked the person in charge of the cigarettes what could be done as it was a very strange thing to have cigarettes in onepacket not packaged exactly the same. The surpervisor said I had to contact your company. So I have taken photos of the remaining cigarettes with their inconsistencies and forward the photos to you, if I'm able to do this. As you know the Australian govt collects huge taxes on cigarettes so one cigarette costs at least $1.00 if not more. I am seeking some compensation with regards to a few cigarettes that my son refuses to smoke due to their staleness and lack of flavour and the inconsistency with their number and no numbers. There are 8 left from the packet I am complaint about that display three differently labelled cigarettes in one packet. Thank you for your time.

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Update by Pam Robbo
Apr 16, 2018 5:41 pm EDT

On Monday 16th April I purchased another twin pack of JPS Gold 26's from Woolworths in Corrimal NSW 2518 for my son Luke who is a smoker. Upon opening the second packet of 26's from the twin pack purchased the very first cigarette had no number code on it. Then he had a look at the remaining cigarettes in the packet to find that there is once again inconsistencies with the number printed near the butt which indicates that the cigarettes have been drawn from different batches due to the different positions of the numbers near the butt. He then looked at the remaining cigarette, 6, from the first packet opened from the twin pack and found that the numbers were at the same place but much further away from the butt than usual to other cigarettes. This is the second time he has noticed these discrepancies from the purchase of JPS Gold twin packs. It causes him concern as from the first experience which was registered on Saturday 14th April 2018 that some of the cigarettes had no flavour and stale. Woolworths are the only company that sell twin packs from JPS and he feels that any discarded or out of date cigarettes are placed into these twin packs to get rid of them to save the company money and any wastage. Woolworths sell the twin packs at a cheaper price compared to buying two single packets of JPS 26's. As the consumer and the cost of cigarettes the cigarettes should be from the same fresh batch placed into any packet.

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Linda Leigh Baker
, US
Mar 03, 2019 9:10 am EST

The packet of crushball blue i have brought so far 2 in it has not had the crushball on it at all

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Gordygdonya
, AU
Feb 11, 2019 9:29 pm EST

I spend good money on White Ox Tobacco and open a packet to see Bark all through, and are not impressed. Sick of complaining about the tobacco and yet nothing has been done? I'm most certainly Not pulling out the tobacco from the packet separating all the crap so I can have a decent smoke! Please rectify the problem for all us White Ox Lovers!

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Michelle1975
, AU
Jan 22, 2019 10:22 am EST
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I have been smoking this brand for a while now n this last 2 packets I purchased have had like big clumps n sticks sort of, like tobacco hasn't been shredded I guess

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John Edwards
, US
Jan 05, 2019 9:50 am EST

I am very disappointed with the deteriorating quality of this product. Every packet I buy seems to have more and more large pieces of un-smokable stems. When I am buying a product by weight I to be able to use the whole product. If there is no improvement in the quality of your product I for one will be looking elsewhere for my rolling tobacco.

Imperial Tobacco Australia
Imperial Tobacco Australia
, AU
Jan 15, 2019 9:53 pm EST
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At Imperial Tobacco Australia we take consumers’ concerns about the quality of our products particularly seriously. We see from what you have written above that you have had a less than ideal experience with one of our products. We invite you to contact our Customer Response Centre on 1800 677 953 to have your experience recorded so that any production problem can be identified and dealt with swiftly and appropriately.

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David Kervin
, US
Jan 05, 2019 11:32 pm EST

The tobacco i had bought a couple days ago from a tobacconist was dried out as soon as i opened it, i had taken it back to the tobacconist but they would not replace or refund it...this is now the 3rd time this has happened to me and i would appreciate some compensation for the poor quality of the product ive purchased...

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6:50 am EDT

Imperial Tobacco Australia jps red 20's

I am a loyal customer and purchase JPS Reds religiously. I have purchased the same smokes for years. The only change has been from blues to reds. I've had a few problems with the product recently though. I have noticed the quality has dropped, somewhat drier, but have never made a formal complaint before as I have given the benefit of the doubt. Today however I was extremely disappointed to find a single cigarette without a filter! Its frustrating! I had a rant to a friend about it and they claimed to have had the same thing happen to them not once, not twice, but three times! He switched to Pall Mall and never looked back. I am considering making the switch to Win Field... Out of some strangely overwhelming feeling of customer loyalty I thought I'd provide some honest feedback and see what you're response is.

Thank you for your time.

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10:18 pm EDT

Imperial Tobacco Australia 25gm pouch of tobacco

The packet of tobacco i have has huge unsmokeable pieces of bark like texture.
This happens all the time but this packet has a huge amount
[protected] is the barcode
I would appreciate a replacement
You can post this to 21 Jacaranda court mount gambier SA 5290.
This product has been an ongoing dissapointment.
Thankyou for taking the time to look at my complaint

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1:52 pm EST
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Imperial Tobacco Australia white ox tobacco

Have been a white ox smoker 4 over 20 years now and would like to complain about your product. Over the last few years i have noticed that there is more and more crap in each pack bark and or stems, it has come to the stage where i feel i need to complain about this product, with the price we pay now days for our smokes one would think that the product would be better not worse. I smoke the 50gram packs, and even tried the 25gram packs, to see if the quality was better but it was not, this is the reason for my complaint, I smoke at least 2-3 packs a week and its just not right to pay out 50 dollars per pack, and receive the poor quality that i have been receiving, please respond to this email to ( edited ) with your reply.

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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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9. Post-Submission Actions: Keep an eye on your ComplaintsBoard.com account for any responses or updates regarding your complaint. Be prepared to engage in further communication if necessary to resolve your issue with Imperial Tobacco Australia.

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Use this comments board to leave complaints and reviews about Imperial Tobacco Australia. Discuss the issues you have had with Imperial Tobacco Australia and work with their customer service team to find a resolution.