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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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6:10 am EDT
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Imperial Tobacco Australia White ox

I bought a 25g pouch of White ox Curtis Rd on the run service station and it was dry and had big black chunks of something in it I was not to happy I have been buying White ox for over twenty years and never have I received such a dry pouch or these big black chunks it was like they were rocks but they weren't I'm not to sure what they were I'm still going to continue smoking and buying White ox but probably not from on the run service stations the clear sealed pack to keep it fresh wasn't sealed so that's probably why it wasn't fresh I love White ox I would say I lost a bit of weight and a few smokes how dry it was thank you for listening

Desired outcome: It's up to u I'd like it replaced

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5:51 pm EDT
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Imperial Tobacco Australia White ox tobbaco 25gm

28TH MAY 2021
11TH MAY 2021
18TH MAY 2021
2ND JULY 2021
Purchsed at COLES SUPERMARKET EDEN RISE BERWICK VIC 3806
On the dates provided above are aproximents only.

Each item i have bought is poorly packed as it contains alot of unwanted large wood/bark bits. it makes it very hard to roll as it puts holes in the papers.
i am requsting either a refund of 4 packets of 25grm white ox dark blend, or full refund of the product cost x4 25gm white ox dark blend.

Desired outcome: Replacement or Refund

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7:05 pm EDT

Imperial Tobacco Australia Horizon red 20

The wrappers had holes in them and unable to use. As pic below. They are defective

Desired outcome: Refund

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11:11 am EDT

Imperial Tobacco Australia Parker & Simpson Blue 15-25gm pouches

Please replace this packaging with this resealable pouches. It's just not useful, not at all.
*Apart from the cleaning up process before you roll like picking out stones and bits from rice before you cook!

Desired outcome: Resealable Pouches

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8:56 am EDT
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Imperial Tobacco Australia Champion ruby

I keep finding large chunks of black stuff in my tobacco. I've had it in the past but not very often and always small balls. But now my last ten or so pouches I keep finding heaps of black tar [censored]. If U accidentally smoke it, it's terrible and burns your lungs! Tobacco is so expensive here and I only smoke champion ruby. U need to check ur quality control because it's getting embarrassing.

Desired outcome: Honestly I'd love to be reimbursed for the [censored]ty pouches I've bought but I'm not sure what to expect from this. Hopefully the quality gets better.

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3:57 am EDT
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Imperial Tobacco Australia Horizon Purple

I have been purchasing my cigarettes from different stores due the the horrible burning if the tobacco, this is my third pack of cigarettes that constantly burn inconsistent, pictures attached. I would like to receive compensation for this issue due to my loyalty to your brand for over 20 years and the fact I pay above the price most of my smoking friends pay without experiencing this problem, I'm not yet ready to switch brands but if the matter can't be resolved I feel I'll have no option

Desired outcome: Refund/compensation

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2:50 am EDT
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Imperial Tobacco Australia Champion ruby 25 and 15g

I have been smoking champion Ruby for almost two years now. Never bought other brand. However, not sure what did happen to it. I bought two different backs from two different places and they both test terrible and dry. It is the second time i through two bags, 15 and 25g in the bin.
It is not cheap and gambling on the quality of the tobacco is not an option.
Is there anyway we can check the bag to make sure it original? Cuz i feel there is some forged bags on the market.

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4:41 am EDT
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Imperial Tobacco Australia Champion ruby 50g

I just recently bought a packet of champion ruby 50g tobacco 25/06/2021 at Coles in Beldon, Western Australia. I walked about 250 metres to my car then drove 4 minutes down to my house when I opened the plastic seal around the pouch. I then opened up said pouch only to find the tobacco is already completely dry and crumbly. Now I understand this happens but this is becoming a reoccurring thing as of late that your tobacco is incredibly dry and buying a 50 gram pouch of already dry tobacco is a complete waste of money I think you would agree.

Desired outcome: Refund or complimentary 50 gram replacement tobacco pouch

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12:55 am EDT

Imperial Tobacco Australia Jps firm touch filter

Purchased a 25 pack from the OTR service station, when opened the pack I noticed that a filter on one of the cigarettes was damaged. It appears that it hasn't been wrapped affectively causing it to fold on itself. I've never seen anything like it before and I would hope i don't again.

Desired outcome: Replacement please

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7:10 pm EDT
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Imperial Tobacco Australia Champion Ruby 50g

Hello - firstly I have smoked your champion ruby for over 30years now - love it. Even though the fascist govt is screwing us all over I will continue.
Lately I am getting alot of tar like globs in my pouch of Champion ruby and this is not smokable! When paying such a high price now for tobacco I feel i am being ripped off. Every 50g pouch I have bought the last 2 months (16 pouches) I have had at least 5g of tar blobs in the mix. Please give better QA in manufacture and produce as you did before the 'Champion' way!

Desired outcome: a complimentary pouch of tobacco would be nice or anything Champion Ruby ;-)

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Penni Jacobson
, US
Jun 20, 2021 7:53 am EDT

I’m seriously pissed off with all the crap in the pouches both myself and husband smoke champion ruby . Does anyone really get any realistic results from the company can not believe how bad it’s gotten with the money we spend every week 400$ a fortnight its just not good enough

Imperial Tobacco Australia
Imperial Tobacco Australia
, AU
Jun 20, 2021 11:24 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

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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1:52 am EDT
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Imperial Tobacco Australia Riverstone premium rum blend 25g

I regularly buy Riverstone premium rum blend 25g packs and have found alot of packets lately have had something that resembles rat poo in them. This is very frustrating and quite a concern as l certainly pay enough and don't need to be finding foreign objects in them. I also have taken photos and would really appreciate it if someone could get in touch with me. This isn't a first time incident as l have found at least 30 or more bits over the last 2 to 3 months. My email address is
[protected]@gmail.com
Regards Nadine

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9:40 pm EDT
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Imperial Tobacco Australia Riverstone premium rum blend

I have been purchasing this tobacco for over a year and the quality is generally very good, has great flavour and rolls very well.
However the last two pouches i purchased were full of bark, hard storks and large clumps of a black substance that I assume is tar. This makes it very hard to roll as the hard bits tear the papers.
The amount you see pictured is what I pulled out of the pouche i purchased today and because i have already opened the pouch i am unable to return it for a refund or replacement.

Desired outcome: Replacement and refund

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1:44 am EDT
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Imperial Tobacco Australia Horizon 50s purple

Hi I buy a pack of 50s every day so I'm bound to find quality issues along the way. The last packet I brought were rolled to loose and have a lot of what appears to be sticks in them. Unfortunately I live 40 km from coles in Ayr qld so it's not an option to take them back so I've smokes most of them but for the amount I'm paying I expect some better quality control. I've attached photos

Desired outcome: Address issue please and replace.

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Update by Eric Fleissig
May 31, 2021 1:46 am EDT

Better quality control considering I spend $720 a week on smokes

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3:02 am EDT
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Imperial Tobacco Australia 25 gram white ox

I have been a white ox buyer for years now and have my unopened packet of 25 g but it feels like about 20 g if not smaller I do not want to open the packet I want to complain and get a refund. As you can see the packet is unopened and Weighs only 25 g in both the pouch and the plastic covering this is just unacceptable and I love to smoke white ox but could almost go to a different brand just due to getting short changed all the time when it's such a expensive brand anyway.

Desired outcome: Refund or two pouches sent instead

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12:55 am EDT

Imperial Tobacco Australia Riverstone tobacco

I've smoked riverstone for 2 years and enjoy smoking it but recently they have changed the tape on the packet and after the first open, the tape is no longer sticky causing the packet to constantly open in your pocket.
The original tape was far better
Thanks sean

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7:46 pm EDT
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Imperial Tobacco Australia Horizon Blue 25g RYO Tobacco

I have brought your tobacco products many times and every so often I get these black balls of gunk in my tobacco packet, they smell particularly strong, really makes the taste funny and can cause a head spin, I find that it causes me to cough more as opposed to the other brands, only when the gunk balls are in the packet.

Desired outcome: Replacement

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10:27 am EDT
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Imperial Tobacco Australia Parker Simpson blue 15gram pouch

I bought a pouch and when I opened it it had a maggot or some sort off insect on the top off the pouch - I went to the tobbaco shop I purchased it from and they told me to get in touch with imperial tobacco to fix the problem as there wasn't a whole lot they could do on their end.
It was purchased in balaclava victoria
The Serial number for the pouch is #[protected]

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6:21 am EDT
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Imperial Tobacco Australia JPS Blue 25 Gram Pouch

I recently purchased a 25g pouch of JPS Blue tobbaco. The tobbaco was dry and smelt like Riverstone Rum Blend. When I compared it to a another pouch a friend had purchased of the same blend, it was most definitely the wrong tobbaco in the pouch. Due to the price I am paying this is absolutely ridiculous . When I tried to return it to the corner store I got them from, they advised that I would have to contact the manufacturer and couldn't offer me a refund.

Desired outcome: Refund or Replacement and Exchange

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3:59 am EDT
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Imperial Tobacco Australia Storks in Bank Tobacco

I have smoked Bank for over 20 years and the last 4 packets have had what I would describe as long woody storks in each packet. When I am paying over a $118.00 a packet I don't expect to find what look like dried brown weeds. Also the smaller woody pieces make it difficult to smoke the cigarette as they will not burn. I would like this matter resolved.

Desired outcome: Replacements

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4:15 am EST

Imperial Tobacco Australia Tally-ho papers

papers are not as they used to be- always dry. Not sticky at all may aswell use toilet paper
If I buy bulk same thing they are all out of date or just don't work

Desired outcome: Replacement working papers

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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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