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Imperial Tobacco Australia
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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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11:06 pm EST
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Imperial Tobacco Australia Champion ruby 25g

Me and my partner have started rolling our own cigarettes and have decided on champion Ruby as our choice of tobacco.

The last three pouch's of tobacco we brought have had alot of stems in the mix making it hard to roll until we remove all the stems from the pouch and loosening up the tobacco to roll easier. I'd like this resolved as we made the choice on champion Ruby as it's smooth and not to strong

CTC salamander Bay

Serial number 1: LEWL1zc5Es6Zk1I231J1 0857

Serial number 2: LEWL1f8iVJdpk1I231J1 0857

Serial number 3: LEWL1gtPcAapu1I231J1 0857

2 purchased on Tuesday the 25th of January and 1 was purchased on the 18th of january

Desired outcome: I'd like the three pouch's replaced

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6:40 am EST
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Imperial Tobacco Australia Bugs come out of the latest pouch of Drum that has lots of sticks and burs

We used to buy sky blue Drum but you discontinued it and changed the packet. The Drum that we get now had little bugs coming out of the packet once we opened the latest packet. We have been amassing sticks and burs that do not burn but it's getting worse with every packet that we buy. At $124 a pouch we would like roll a few more cigarettes from the packet than what we do now

Desired outcome: Please reply to [protected]@hotmail.com

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4:45 am EST
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Imperial Tobacco Australia White ox tobacco

Hi I've been smoking white ox for about 20 years and I buy a 50gram a week and here in Australia it's not cheap... Price is about $115 for 50gram but the last 50 grams that I brought it had a lot of bark in it now I normally expect a little bark here and there but this time I got about 15 grams of bark and I don't think that's excitable since paying$115 for it.
I love smoking white ox and I will still continue to smoke white ox, but I would really appreciate it if your guy can resolve this matter please
Thank
Name / Anh Huy Nguyen
PS / email is [protected]@gmail.com

Desired outcome: What ever you feel that you can do to resolve this problem

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3:50 am EST
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Imperial Tobacco Australia 25g riverstone premium rum blend

Hi, unfortunately my complaint is identical to most complaints on here, being the"rat poo" found in nearly every packet of Riverstone premium rum blend I purchase at almost $50 a pack and I buy at least 3 packs a week. Not happy. Considering the price these days and unwanted poo. It's bad enough getting chunks of bark mixed through. Yes I'm smoking the cheaper brand but I do enjoy riverstone compared to other cheap tobacco. But will have to look at another blend if this isn't resolved.

I have tried to upload more photos but am unable. I can forward them on to you once contacted.

Regards Nadine

Desired outcome: Return of money for packet and complimentary pouch would be appreciated

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Update by Nadineshot
Jan 23, 2022 3:52 am EST

Hopefully this can be resolved.

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12:49 am EST
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Imperial Tobacco Australia 25gram jps endless blue pouch tobacco

Pouch was bought on the 21st of January 2022, from a local store in Wollongong. The tobacco is extremely dry. Also has a lot of white chunks off tobacco. This isn't the first time this has happened. I talked to my local store and they said I had to contact the complaints department on the website. So here is my complaint. I hope this complaint get through and resolved. Kind regards,
Heath Ramsden.

Desired outcome: A replacement pouch

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Update by Heath Ramsden
Jan 23, 2022 12:50 am EST

Usually a satisfied customer.

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1:57 am EST

Imperial Tobacco Australia Parker & simpson 40’s

He there!
I have purchased a packet of Parker & Simpson 40's, 7 cigarettes out of the packet were not attached to the filter.
I have taken a photo as proof. Normally not a complainer but they are not cheap to be wasted.
I have been purchasing this product for the last 2 years. I would like some form of communication and compensation
Regards
Courtney hughes

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12:24 am EST

Imperial Tobacco Australia Rivestone rum blend 25g tabacco

In each packet I get lots of and lumps like tar or coal sometime little softer, far to much to be in a 25g packet

Desired outcome: It adds weight and it’s thrown away

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6:50 pm EST
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Imperial Tobacco Australia White ox superior dark blend 25g

I brought a pouch of white ox 25g and it has big Branch bits in alot more then usual and I'm unable to smoke the bits Ive taken photo's in of and I'm not happy as it cost alot if money to buy this tabacco and shouldn't come as poor quality as this my name is
Amanda Telford 125/546 Flinders st Melbourne [protected]

Desired outcome: To replace

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4:13 am EST
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Imperial Tobacco Australia White ox 50g pouch tobacco

The pouch was very dry like old and chunks of bark looking tobacco unable to roll in the tally ho because the chunks would Rip it open an tear

Desired outcome: Some thing

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3:31 am EST
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Imperial Tobacco Australia Champion Ruby 50g

Hello,

My pouch was incredibly dry and full of stems.

I'm really disappointed as i have not had this issue with other pouches.

Desired outcome: Replacement

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8:55 pm EST
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Imperial Tobacco Australia Jps red 30's cigarette pack contaminated

First time in 30 years that I have ever opened a pack of cigarettes to find 'bugs' and bug feces, am a long time customer of jps brand, and have never came across this before... Pack was sealed and seemed untampered.
Purchased from otr servo risdon park port pirie south aust..
I understand that tobacco industries are allowed a percentage of insects/foreign contamination, however, these should not be present as insect/bugs after packaging, let alone the remains of bugs and feces within the cigarette packet,. Unfortunately I had not a choice but to consume some of the cigarettes, however I now hav purchase a new packet, and quickly realised a taste quality difference and fresher feel, something whent terribly wrong with said packet/batch.
Would very much appreciate a phone call from rep.
Before consumer goods are notified..

Please resolve this, regards brenton - [protected]

Desired outcome: Replacement

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Update by Bjhoffy
Jan 10, 2022 9:07 pm EST

Purchase jps red 40's every 2nd day for most my smoking life, 30yrs...

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10:44 am EST
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Imperial Tobacco Australia Champion ruby 15g ryo

I have been smoking champion ruby rollies for years it's the smoothest tobacco around, it has great flavour and has always been hands down the pick of all the brands.
Until today! I am horrified at the pouch of tobacco I purchased today! It was dry. It was disgusting, harsh and me and my partner have soreness and irritation of the throat, to the point of coughing up a mucous type flem. It is not the tobacco I have been smoking for over a decade. It is rubbish. I am very upset and angry it's not good enough?

Desired outcome: Reimbursement? An apology? Some of the tobacco I thought I was buying?

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1:55 am EST

Imperial Tobacco Australia Lambert & butler

Brought a packet of Lambert & butler blue 20's today only to find that there was only 19 in the packet and I went to light another one and it was ripped open which meant I couldn't smoke it. I was quite disappointed in what I had found.

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9:41 pm EST
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Imperial Tobacco Australia Parker and simpson blue

I got 2/3 of the way through my tobacco and found a large rat faeces. I had put it all on my paper and saw it, i nearly vomited. I had a cigarette yesterday that was difficult to smoke, about 2/3 of the way it went out, wouldn't light, i thought it was a chunk of bark that you get sometimes so threw it away. Now i wish id investigated further. Its disgusting, its not resin or bark its a black rat turd. Covered in tobacco.
Im disgusted.

Desired outcome: Complete refund $49.50 IGA Russell island QLD and apology

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8:54 am EST
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Imperial Tobacco Australia Champion ruby

I got a huge black ball in my tobacco I'm not happy about with the price that I pay for this product it should be immaculate . This is happening more often lately and I have let it go. Is there any way you could stop this happening or do i have to change brands? I have been using champion ruby for over twenty years back when the pouch was yellow because I always thought it was the highest quality tobacco

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4:58 pm EST
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Imperial Tobacco Australia White ox is not white ox

Both my husband and I have smoked white Ox for decades. The last three packets we bought are not White Ox. The smell is different, the taste is disgusting and there is a very strong chemical taste that makes me nearly vomit. When we open a packet you know the distinct smell of a fresh pouch of white Ox. This does not smell nor taste at all like the real thing. We have noticed the change in packaging and for the last week the taste and smell is completely wrong. We contacted others who smoke white Ox and they agree it is not White Ox. The cost of this is out of control as we have bought additional packets from different shops to try and find the original. All three packs have the same batch number as pictured. Please resolve this issue immediately. My name is Vikki Galipo and my phone number is [protected]

Desired outcome: Change the taste back and compensate us

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9:26 am EST
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Imperial Tobacco Australia JPs blue 50 g pouch

Found a heap of barky long bits in packet and tobacco was very dry from opening tasted like crap not happy at all as was really expensive I have been a jps customer since I was 18 have had many packets like this and said nothing now I'm sick of it seriously considering changing brands for a better quality cigarette without the crappy long bits and the over dried taste

Desired outcome: New pack or refund

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Update by Matthew starkey
Dec 29, 2021 9:27 am EST

Not happy at all very sick of poor quality

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1:52 pm EST
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Imperial Tobacco Australia Benson and hedges carton

I bought a carton of Benson and hedges classic cigarettes from Woolworths Meadowbrook. Each cigarette in the WHOLE carton only smoked down to three quarters of the way down ..
Then wouldn't re light after they went out.
My mum has smoked your brand of cigarettes before and I too have spent years smoking them ... I've not once in 12 years ever had a problem with your product and always promote it .

Desired outcome: Replacement carton

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9:37 pm EST
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Imperial Tobacco Australia Jps 93 mm long blue packet

Opened packet pulled out a cigarette and noticed the filter paper was Damaged and product was unusable I have been using ur product for a few months now and this isn't the first time I have received damaged items I would like this item replaced or refunded thank you for your time and I look forward to hearing back from u kind regards Ben Oliver merry christmas

Desired outcome: Would like product teplaced

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8:34 am EDT

Imperial Tobacco Australia Parker and simpson blue 25g

Found a few resin looking lumps in my pouch. The couple of smokes i had out of it tasted very odd. Not sure what it is.

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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.

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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