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Imperial Tobacco Australia
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Imperial Tobacco Australia Complaints Summary

627 Resolved
182 Unresolved
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7:15 am EST
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Imperial Tobacco Australia Champion ruby ryo tobacco

Hi there,

I am writing to complain about the fact that your company are clearly allowing the government to interfere with the quality of the tobacco you produce in this country.

You are charging absolute premium amounts and not delivering in the product which we are paying good money for.

If you want to stop people smoking your tobacco you should stop producing and selling it outright because doing what you most obviously are to it is nothing short of THEFT and deception of your loyal customer base.

If you do not get your [censored] together I will inform all of your customer base of what you are doing and I am sure they will have grounds to reclaim their hard earned money wasted on your poor quality product.

There is absolutely no consistency in your products and it is obvious to your more intelligent consumers that this is the case.

What is being done is clearly illegal.

Claimed loss: Billions Australia wide.

Desired outcome: Get your [censored] together and don’t allow governments to scam their own citizens while clearly profiting from it.

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3:33 am EST
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Imperial Tobacco Australia Champion legendary ruby 40 gram pouch

Bought a pouch from x convenience at golden grove at 1145 am on the 10th of February they didn't have my usual 50 gram so had to get 40 gramopened the plastic today to roll a smoke and its as dry as paper tastes horrible and burns my throat while inhaling. The quality is horrible even though the prices are higher than ever went to get my money back or a fresh pouch and they told me to complain to you so here I am

Claimed loss: $120

Desired outcome: A refund or a fresh pouch of tobacco

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7:57 am EST
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Imperial Tobacco Australia jps abundant gold 25g pouch

For the second pouch of Jps abundant gold tobacco in a row I have bought the seam in the corner has failed to have sealed resulting in tobacco spilling out everywhere.

I purchased them around the 24th January from Foodworks in Dalwallinu W.A. 6609.

Since then a third pouch the same thing has happened.

Steve Brindley

steve.[protected]@westnet.com.au

[protected]

Claimed loss: Resulting in spilt tobacco

Desired outcome: A reply email and some reimbursement would be nice.

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1:54 am EST
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Imperial Tobacco Australia White ox

Date: sat 27 January 2024 Time: 5:29pm

Hi my name is Serdar and I'm a person that loves smoking white ox because of the taste and smell and the wetness that it has. I'm a centrelink customer and on newstart allowance and spend close to all my money just on white ox but lately I have been having a very bad experience on the tabbacco that I have been getting. Their has been alot of bark and alot of dryness to the tabbacco which is making me very upset to the point where I had to make a complaint because I feel like I'm getting robbed for my money. The picture that I have uploaded is nothing compared to the amounts of bark I have encountered in my other packets that I have bought. What you see in the photo is just from the top half of my new packet I just bought. If this could be taken into serious consideration that would be mostly appreciated.

Thanks.

Kind regards: Serdar. E

Claimed loss: $240

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Update by Sudapopya
Feb 08, 2024 6:44 pm EST

It says issue has been resolved due to users inactivity but I don't understand what inactivity are use on about

Update by Sudapopya
Feb 08, 2024 6:43 pm EST

Hi I just received a email saying that my issue has been resolved because use haven't received a response from me but I don't know what response use are on about? Someone did call me and speak to me and told me that I will be receiving a email sometime soon to upload my identification details so I have been awaiting for that email and I haven't received any email from use other than the email saying that my response has resolved because I haven't responded. If use could please get back to me that would be mostly appreciated thankyou

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9:36 pm EST
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My contact is: Email [protected]@yahoo.com Ph [protected] I only smoke Horizon White and am possibly the only person in our small town that does. I believe our local IGA orders them with me in mind. The last packet purchased I found impossible to keep lit and they did not seem to burn properly. I had to drag very hard to even get any satisfaction. I do...

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12:17 am EST
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Imperial Tobacco Australia Champion ruby 50gm.

I have smoked this brand of tobacco for over 40 years and I am displeased to say at this point in time the quality of the product is disgusting.

It has no resemblance to the tobacco of the past in colour, smell and smoking with amounts of uncut leaf and tar blobs.

The packaging change is woeful, no long generous strands anymore.

Sadly time to change brands I think.

Desired outcome: Sadly. Some type of compensation. Go back to original packaging and get the quality back not the rubbish presented.

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7:42 am EST
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Imperial Tobacco Australia JPS abundant gold 25g ryo tobacco

bought from the friendly grocer in jubilee pocket for aprox $60, i don't usually have a brand i stick to i just get whatever is cheapest, the jps abundant gold was cheapest at this store. The tobacco is very very dry, if i try to roll a smoke any wind causes it it to go everywhere, (as seen in video) never seen anything Like it, been smoking for a good 20 plus years now. This tobacco is unusable. how do i get this rectified?

Claimed loss: $60

Desired outcome: refund/ exchange

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1:55 am EST
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Imperial Tobacco Australia Parker & simpson longerlasting blue 25's

So i have found with these smokes every packet i buy theres at least five smokes that split and snap at the filter whilst trying to smoke them. I buy these from coles or woolies and they are $41 very expensive smokes to lose at least 5 smokes every packet. So every pack im losing about $8.20 and this has happened all year. A packet of 25 last's me 2 days.

Claimed loss: $8.20 per packet which last 2 days this has happened all year so 12 months

Desired outcome: Rebate me on the smokes i have lost & advice the maker of these the problem.

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9:34 pm EST
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Imperial Tobacco Australia Champion legend ruby 50g rolling tobacco

I purchased this 50g packet of Champion Legend Ruby rolling tobacco from Coles on the 24th of November 2023 and have come across multiple clumps of tar-like substance throughout the pouch. These are black tar type substances that have pieces of tobacco sticking to it. I do not believe you can or should smoke these clumps. I have the receipt from this purchase.

Desired outcome: Replacement

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8:35 pm EST
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Imperial Tobacco Australia JPS Menthol + firm touch filter

Last couple of packets I have purchased from my local IGA have had roughly 4-5 smokes in each packet with the white paper around the filter not completely covering the filter leaving a hole at the end of the butt my friend who also smokes the same smokes has had the same problem brought from the same store see pic for reference of what I am taking about

Barcode for current packet is [protected]

Number on bottom of packet 3E16JQB 2330

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8:47 am EST
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Imperial Tobacco Australia 25g riverstone rum blend

Tuesday 14th November 2023 I purchased a pouch of 25g Riverstine rum blend from a smokemart in Adelaide S. A and there were clumps of what seemed to be tobacco that just needed to be pulled apart but upon closer inspection was in fact some sort of tar like substance which had tobacco stuck to the exterior of it. I didn't think to much of it until a few smokes later I came across another few clumps. I then inspected the entire contents of the pouch I had bought and found several more clumps.

I've taken pictures of what I have left of the ones I didn't throw away and also weighed up them few pieces I had which weighed a staggering 7g and that's just of what I had kept the rest I had thrown out prior not thinking about it

Claimed loss: $50 loss of tobacco due to unknown foreign substance weighing approximately 12g-17g

Desired outcome: Replacement of tobacco loss

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7:13 pm EST
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Imperial Tobacco Australia 25g riverstone premium rum blend

I purchased a 25g of river stone premium rum bland today the 17th of November 2023 at 9am

And when I opened it the tobacco is completely dry to the point that it isn’t smokable and it just crumbles to dust in my finger tip.

I’m not happy at all I have been buying riverstone since 2018 and have never purchased at pouch that is like this one at all.

I would like a replacement please

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11:19 pm EDT
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Imperial Tobacco Australia jps blue cigarettes 23s

Hi,

The last couple packets of smokes I have brought (I do not have receipt or dates) the cigarettes have been flattened on one side of the butt or out of shape at the butt some of them have been cut funny and some have the paper peeling up. When smoking smoke comes from the side of the butt and inbetween the butt and paper, making them stronger and taste disgusting I can provide photos as I have not been smoking the affected cigarettes. I have tried going back to the store they said because the packet had been opened they could not do anything and that I needed to contact the company. I am extremely disappointed I have been smoking this particular brand for many years, I would like some kind of resolution as the price of cigarettes has gone through the roof as of late and I can not afford to be buying packets woth faulty cigarettes in them.

(The photos provided are cigarettes from multiple packets put together)

Kind regards

Amanda.

Claimed loss: Atleast $150 if not more.

Desired outcome: Some kind of resolution or reimbursement.

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9:20 pm EDT
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Imperial Tobacco Australia A 25g packet of Parker and Simpson blue roll up tobacco

I purchased a packet of above tobacco on the 28th Oct 23 at a service station in morwell...an hour away from where l live...l opened it this morning...it is so dry..it crumbles...it must have been an old batch as it was in the older style with no clip seal only in cellophane wrapper

Really disappointing as I can't return it...could you please contact me to resolve this issue...Thankyou Dianne Angel

Desired outcome: Refund of $62 or fresh packet posted to 825 Woodside beach Rd Woodside 3874

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4:05 am EDT
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Imperial Tobacco Australia JPS Tobacco

I purchased a 25gm pack of JPS Abundant gold tobacco last week. When I went to open it, the cellophane outer packaging was open at one end. I took out the pouch and when I opened that, the side of the pack was not sealed down the right hand side, to about level with the Yellow Warning Label. It looked like it hadn’t gone through the machine properly and was only part sealed. However this meant that the tobacco was extremely dry and crumbly and it was harsh to smoke so I didn’t even use it all. I have never had a problem before and I’ve smoked this tobacco for years.

Desired outcome: If possible, a replacement pack

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8:44 pm EDT
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Imperial Tobacco Australia Champion Legendary Rich Red 50g Tobacco

I have been buying the above product for many years and have noticed a decline in quality over the last 10 packets purchased. The amount of unsmokable content has risen sharply. attached is a photo of the badly processed material from my last 10 50g packets and it weighs almost the same as a new 50g pouch. Not acceptable !

Also by way of feed back, the excessive zip lock and flap make things bore difficult for no value. It would have increased your packaging costs for no reason.

Desired outcome: A free 50g packet for every 10 packets purchased would be great but an improvement in the quality of content is more practical.

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Dear Imperial Tobacco Australia, I am writing to talk about a recent purchase of tobacco products. Specifically, I bought "Golden Virginia Prem Ryo" with the code 0E192J5 0222 on 3 October, 2023, from a store in Sydney. It costs me AU$425. I have included a copy of the receipt to show you. I bought this tobacco for two reasons: for myself and as a gift...

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5:14 pm EDT
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Imperial Tobacco Australia Tally ho rolling papers no glue and fall apart

Hi

I purchased 20 boxes (of 5 papers per box) of Tally Ho papers at over $5 per box and most of the packets and boxes were not usable. There was either not enough glue or no glue at all on every paper. They were falling apart.

I do not have a receipt as I just bought them over the last 6 months. I am VERY unhappy and spent lots of money on them and most are useless. Please contact me back to make this right.

Desired outcome: Money back or open to discussion

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Update by Tabitha Page
Oct 09, 2023 7:47 pm EDT

Someone called me. As above, I CANNOT talk on the phone due to hearing loss, so calling me is pointless. Please EMAIL me.

Update by Tabitha Page
Oct 06, 2023 9:57 pm EDT

I am still waiting for an email. I cannot call and use the phone due to hearing loss. Thank you

Update by Tabitha Page
Oct 05, 2023 7:30 pm EDT

I cannot make phone calls due to hearing loss. Please email me at tpagewriter@gmail.com

Thanks

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8:03 am EDT
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Imperial Tobacco Australia Drum fresh menthol tobacco

I bought a pouch of tobacco from on the run in port Augusta a few days ago. I didn’t open it until today, the tobacco is very very dry and very dark, almost black. I rolled one and tried it, it is not even smokable! At more than 120 dollars a pop I do expect to get what I pay for and you guys really need to do better. I have smoked this brand for many years and only ever had a few problems with dry tobacco but that has been fine. This is no good for anything but the bin. I’m really quite cranky about this! You need to do better!

Desired outcome: I would appreciate a replacement pouch.

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9:26 pm EDT
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Imperial Tobacco Australia JPS red firm filter 25

We bought a packet of cigarettes from freedom service station at 32 Vaux Street Laidley and there was only 18 cigarettes in the packet and an apple air tag in the packet. We didn't realise there was anything wrong at the time as it was late at night and only realises something was strange this morning when we opened the packet. The serial number of the packet is [protected]. It was purchased roughly between 8:30pm to 9pm. We would also like a address to return the Apple Air Tag as there is a label on it.

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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.

8. Submission process: After reviewing your complaint, click the 'Submit' button to officially file your complaint on ComplaintsBoard.com.

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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