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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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7:57 pm EST
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Imperial Tobacco Australia 50 gram white ox

Hi just thought I'd let you know that I've been a smoker of white ox since I was 15 I'm now 65 in the last three pouches I've found that tobacco has been getting worse with the amount of sticks and like miniature branches.ive taken them to my place of purchase looking for an refund or replacement pouches this they did not do as the product was unsealed and open.To day I've purchased Drum tobacco.i look forward to your response.

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Imperial Tobacco Australia 20 gram champion ruby pouch

Tho whom it may concern I have recently perched two 20 gram pouches of champion legendary ruby only to find 1/4 of the pouch to be big un chopped pieces of tobacco that are in smokable the picture attached is out of one pouch I am very un happy about this I enjoy the product but this is un acceptable and I was wondering what you could do to rectify this

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Imperial Tobacco Australia riverstone premium rum blend 25g

I have been smoking this tobacco for some time now and i must say i am very disappointed. This last pouch i purchased tastes foul and 3/4 of the pouch is filled with twigs, leafs and chunks of dirt! Did you scrape this off the floor? Tobacco isn't cheap here in Australia, and when I pay for a 'premium' blend, I expect a premium product. I'm appalled by the quality of this product and by the looks of the reviews, this isn't the first time this has happened.

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11:41 pm EST
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Imperial Tobacco Australia sticks in tobacco

I buy 2, 25gram pouches every 2nd week and have done for years. Imagine my surprise when I opens my 2nd packet and found enough hard stems that I could have start my BBQ with ease. I couldn't even roll one smoke as it always came through my rolling papers. This is not good enough. I've been a loyal customer for years.😩As a pensioner I'm on a limited budget so I'm not very happy about this

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Update by Smitty 770
Dec 10, 2019 11:45 pm EST

buy 2, 25gram pouches every 2nd week and have done for years. Imagine my surprise when I opens my 2nd packet and found enough hard stems that I could have start my BBQ with ease. I couldn't even roll one smoke as it always came through my rolling papers. This is not good enough. I've been a loyal customer for years.😩As a pensioner I'm on a limited budget so I'm not very happy about this

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6:23 pm EST
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Imperial Tobacco Australia champion ruby

To whom this may concern
I'd like to state that I thoroughly enjoyed the taste of the tobacco champion ruby but unfortunately lately I've had big chunks of what looks like card board through out the tobacco? It's happened 3 times now ! Not sure why I'm getting the short end of the stick by paying for this ? S as ny way I'm a loyal customer and pls take in my concern
Kind regards Tim Wilcox [protected] 18 Kathleen crescent Mornington vic 3931

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12:13 am EST
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Imperial Tobacco Australia champion ruby legendary

I have been buying this for 30 years. Too much bark and rubbish. Are you doing it to make it weigh more and less smokable. Come on. We pay so much give us premium product. I have spent 100 a week average for 30 years and enjoy your product the most over anything I have tried. I don't want to smoke anything else.. It's my life my my everything. Don't make me search for happiness elsewhere.. Please. I'm old. I'm 51 and Champion Ruby Legendary is my one true love. Help me keep this dream alive till I die. Maybe from this love but alas.. It is and will be till I hawk up my last gorby. Cmoooon. Thanks.
#NotHappyNatHat

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7:25 am EST
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Imperial Tobacco Australia parker and simpson tobacco blue

since the product has come on sale i switched over to parker and simpson blue tobacco as i found the product to be of nice flavor and texture in tobacco and in filters. Compared to other brands of tobacco this doesn't dry out like the rest which is very satisfying to say amongst the least. So it was very disappointing to find so many tobacco leaves amongst the tobacco .iam a single person and its dear enough to smoke so very disappointing. regards bev pygram

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Zack1991
Brisbane, AU
Apr 10, 2021 4:15 am EDT
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Hey there I have been buying parker and Simpson 25g blue for a long time and keep getting little black Peices that are either solid or like blue tac my last 4 pouches has them in it not sure what it is. Thanks

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5:10 pm EST
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Imperial Tobacco Australia parker and simpson blue 25’s

I bought a packet of cigarettes and tried to light one without even looking at the cigarette and it wouldn't light upon inspection I noticed holes in my cigarettes. There were holes in 3 of the cigarettes in the packet. It looks like it has been eaten by a rodent. Because I am scared of contamination I have had to throw the whole packet away.
Please contact me [protected]@hotmail.com

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Imperial Tobacco Australia jps+ crushball blue 25s

I purchased a packet of JPS+ Crushball Blue cigarettes from my local IGA in Springfield Lakes, BRISBANE, QLD, 4300
Paying $32.70.
6 of the cigarettes were missing the crushball therefore were obviously not menthol which is the reason I pay more for my smokes to have the menthol crushball. Not sure what can be done about this as I contacted the IGA store i purchased them from and was told that it's a manufacturing fault. A response would be much appreciate.

Ashlee Kreegher

19/11/19
You can email me on [protected]@hotmail.com

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Shancon23
, AU
Dec 01, 2019 3:12 am EST
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I have had this issue as well with the exact same brand- but in South Australia.
This does not seem to be an isolated incident regarding these cigarettes and it is becoming increasingly frustrating
Can you please provide me with the Customer Response Centre information. Thank you

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6:10 am EST
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Imperial Tobacco Australia riverstone premium rum blend 25g

Hi. I have been buying Riverstone 25g for the past yr. Normally I enjoy your product, but the last 3 packets have seem to have chunks of wood I spose I'd call it in them. Very disappointing with this as I work hard to be able to afford your tobacco. Hopefully it's a problem you can fix. Thanks for your time. Lee.
Ps.( Have thrown a lot away before I thought I'd let you know)

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Update by Lee Outhwaite
Nov 16, 2019 5:42 pm EST

If you'd like to get in touch with me about my comment my email address is louthwai1@bigpond. com
Thanks Lee

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Imperial Tobacco Australia champion ruby 15gram pouch

Hi there,
I have purchased a pouch of champion Ruby 15g pouch of tobacco that contains a leaf, which is not of use for me to roll a cigarette. I believe that this is unprofessional manufacturing of the product and needs either a recall or a refund. Thank you. (Photo of leaf next to regular sized cigarette lighter for reference of size). Kind regards, Hannah

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4:47 am EST
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Imperial Tobacco Australia tobacco unable to be rold

Every packet of tobacco lately I have purchased has huge wet pieces that are not able to be rolled or smoked.
If it isn't wet it is long dry bit of unsmokable tobacco plant.
I have pictures for your viewing.
After 2x40g per week I'm am getting annoyed.
I spend a lot of money on champion ruby mainly because my partner won't smoke anything else and i am the one stuck rolling 100s of smokes a week.
If you could please organise your production better as they are not cheap to purchase for unsmokable tobacco.
Thanks
Back to rolling I go

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7:42 am EST
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Imperial Tobacco Australia jps blue 25 mg

Hi I bought my second pouch of JPS blue in a week and both pouches were full of chunks, hard big chunks. The amount I pay for a pouch I'm not very impressed with the quality. By the time I've taken out all the hard chunky pieces there is roughly a quarter of the pouch gone. I bought both pouches from coles swan hill. I've attached a picture of some of the chunks found...

Thanks

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Imperial Tobacco Australia jps endless blue tobacco

I purchased a 25g pouch of jps blue tobacco 12/11/19 i opened it and rolled my smoke and found a ball of what looks like poo! Its round and hard has tobacco through it! I have never seen anything like it before! Im not impressed as they are $42 a pouch and its now 9.30 at night and the shops are shut so i cant go buy another pouch unless i want to spend more at a petrol station which i shouldn't even be doing! I would appreciate that someone contact me as i shouldn't be out of pocket for something so disgusting.

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Imperial Tobacco Australia riverstone - premium blend tobacco

Prices in Australia going up and quality going down, recent leaves I found in the packet.

I paid 28$ something 6 months ago and now pay over $40 per packet, only to have it full of leaves that won't roll properly in a cigarette paper.

Wtf Riverstone, I could almost roll a cigar out of one of them, maybe it's cigars you should be making 😂😂😂.

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Imperial Tobacco Australia champion ruby

Hi I have been smoking champion ruby since about 2001, I've tried other tobacco but it's the best. I've noticed in the last 18 months that there are a lot more big, unsmokable bits in the packs. When smoked they ruin the whole cigarette, hence wasting more tobacco. Australian cigarette prices are insane and I feel that this constantly below average product is becoming unfeasible. I'd appreciate some kind of compensation for the last year's of lost product as I would love to be able to continue buying Champion. I have many photos of these large chunks if that helps. Thank you

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Imperial Tobacco Australia parker and simpson 25 gram tobacco

To whom it may concern I brought parker and simpson 25 gram tabacoo and there was a tabacoo leaf in it that was not shredded and it's not cheap these days to not get full amount property packed I enjoy the tabacoo and I get it all the time and never had a problem before as I said it's way to expensive these days to have some of it not don't properly I wish we had no tax one smokes I really do you they would go down I hope you can help me with this thanks

Kind regards
Kevin

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Update by Kevin Bridges
Nov 05, 2019 9:03 pm EST

To whom it may concern
Thanks for your quick reponse so you have the number to contact them on thank you

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9:26 am EST
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Imperial Tobacco Australia riverstone rum tobacco 15gram pouch

I bought a pouch of 15 gram river stone rum tobacco and the tobacco it's self was intensely dry which is uncommon and has a foul taste I then bought a second to compare it and it was normal and fine the first pouch bought I had a few people try and they all had the same complaint it tasted bad and was super dry. The store I bought wouldn't do anything to resolve the issue and now I am stuck with both pouches one that's basically rubbish and considering it isn't cheap I would like this resolved as it isn't fair. Please contact me to clear up anything as tgis is the brand I always smoke and after this I don't feel like I should. There were also large chunks of like bark which I do get from time to time which I just pick out and throw away as it's not smokeable or too big but there was significantly more in this pouch as I was throwing them away I started to realise that instead of one or two here I've picked out at least half a dozen and again left me unhappy and felt ripped off. I'm not trying to be rude or scam you guys I just felt it wasn't fair $30 wasted on tobacco that everyone agrees needs to be thrown away and I can't just have it sit there, and I can't just smoke it, it left me with an unsettled feeling and made me want to vomit. I hope someone reads this I hope I jusy got a bad one but I do feel like something should be done to correct this. Thank you for reading this and please get back to me as soon as possible.

Have a lovely day

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Update by Yeti23
Nov 05, 2019 9:39 am EST

Would not let me add a picture to show how dry either in the original post nor here in the comments

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Imperial Tobacco Australia long beach yellow original 25s

After purchasing a pack of 25s Longbeach original yellow from my local supermarket (Coles) i found the cigarette to be different the taste is now somewhat more like that of a cheaper brand of cigarette, it's is also different in appearance. Despite knowing the risks of smoking I Continue to smoke and regardless of the high price I have stuck to my long beach yellow for many years i expect quality for price I pay

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Imperial Tobacco Australia riverstone premium rum blend

Hi as a regular purchaser of your riverstone premium rum blend tobacco I have noticed of late the amount of uncut tobacco in a 25g pouch is increasing.. the last pouch purchased from john [censored]s at margate qld had a ridiculous amount in it and have taken a photo to show.. I purchase at least 4 to 5 per week but the last one was the worst. Also the availability of late has been ridiculous here with my local tobacconist only being allocated minimal amounts.
Thanks bianca

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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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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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