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Imperial Tobacco Australia Customer Service Contacts

121 Winterstoke Road
Bristol
Australia - BS32LL

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Complaints & Reviews

The complaint has been investigated and
resolved to the customer's satisfaction
Resolved
Imperial Tobacco Australiachampion ruby 25g tobacco

Hi
My name is les karamoshos I purchased a pouch of 25 g champion ruby from woolworth's in the suburb of dingley 3172
When I went home and opened the packet I found it to be very dry and crusty I drove pack to woolworth's and I explained to the lady that I would like pouch to be replaced with a new pouch or a refund.
He response was that she cant refund or replace the pouch of tobacco because I had opened the packet.
I replied well its not my fault I had to open the packet of tobacco to consume.
I am very surprised at this as it has never happened before.
I can be contacted either on [protected] or [protected]@hotmail.com

champion ruby 25g tobacco
champion ruby 25g tobacco
champion ruby 25g tobacco

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    • Imperial Tobacco Australia's response · Oct 29, 2019

      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. As you have provided your contact details above, a customer service representative will be in contact with you within the next 24 hours. Should you have any queries regarding your tobacco products in future, we invite you to contact our Customer Response Centre on [protected] to have your experience recorded so that any production problem can be identified and dealt with swiftly and appropriately.

    The complaint has been investigated and
    resolved to the customer's satisfaction
    Resolved
    Imperial Tobacco Australia25 gram riverstone premium rum blend

    I bought a 25 gram pouch of tobacco On the 25th of October 2019 from Sorell Tas Woolworths and since opening the pouch I keep finding sticks and barky stuff all through it I would like a new pouch of tobacco cause I virtually cannot smoke the [censored] and this isn't the first time it's happened to me buts it's the first time I've ever complained about it so I would like a new pouch to replace the one I bought full of [censored] thank you

    25 gram riverstone premium rum blend

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      • Imperial Tobacco Australia's response · Oct 29, 2019

        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 [protected] to have your experience recorded so that any production problem can be identified and dealt with swiftly and appropriately.

      The complaint has been investigated and
      resolved to the customer's satisfaction
      Resolved
      Imperial Tobacco Australiarothman blue 20g rollies

      I have smoked Rothman blue 20g tobacco pouches for 7 years now
      And the last 3 packs I have purchased the ziplock on the pack has been broken
      Not glued one side to the pack so the freshness does not last I'm very disappointed in this as I have had to throw away 2 packs now because of this
      They are expensive and I am now considering changing brands

      rothman blue 20g rollies

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        • Imperial Tobacco Australia's response · Oct 29, 2019

          At Imperial Tobacco Australia we take consumers’ concerns about the quality of our products particularly seriously. Unfortunately as Rothmans is not one of our brands, we recommend you get in contact with the manufacturer to have your experience recorded so that any production problem can be identified and dealt with swiftly and appropriately.

        The complaint has been investigated and
        resolved to the customer's satisfaction
        Resolved
        Imperial Tobacco Australiajps cigarettes

        I purchased a 40 pack of JPS Menthol Cigarettes from my local woolworths and I found that one of them has only about a quarter of a filter in it. Normally I would be happy to just brush it off and not worry about it but at the price of over $50 for each packet and this not being the first time this has happened, I expect to get what I'm paying for.

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          • Imperial Tobacco Australia's response · Oct 29, 2019

            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 [protected] to have your experience recorded so that any production problem can be identified and dealt with swiftly and appropriately.

          The complaint has been investigated and
          resolved to the customer's satisfaction
          Resolved
          Imperial Tobacco Australiaparker & simpson blue 25g

          Well I bought two packets of Parker & Simpson blue on Wednesday 23rd of October 2019.
          First packet normal, but when opening this packet today I was surprised to find that it came with a large strip of tape which had ruined a chunk of the tobacco not to mention there is also sticky bits on some of the other tobacco as well. Also to mention I've been finding chunks of bark throughout the packs I have been buying.

          parker & simpson blue 25g
          parker & simpson blue 25g

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            • Imperial Tobacco Australia's response · Oct 29, 2019

              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 [protected] to have your experience recorded so that any production problem can be identified and dealt with swiftly and appropriately.

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            Oct 22, 2019

            The complaint has been investigated and
            resolved to the customer's satisfaction
            Resolved
            Imperial Tobacco Australia — parker & simpson blue 25g pouch

            Purchased tonight at Coles in Hastings Victoria. Tobacco is artificial looking, very finely chopped, fluffy...

            The complaint has been investigated and
            resolved to the customer's satisfaction
            Resolved
            Imperial Tobacco Australiawhite ox 25gm

            Hi recently I have been getting a lot of bark n chunks of bark throughout various pouches of white ox I have brought. I haven't complained in the past as I thought it may have just been a random mess up from the factory but the last pouch contains a large unsmokable bark. I've been a loyal white ox smoker for over 16 years and love smoking it.
            But due to the amounts of bark recently I am thinking of finding another brand. I feel saddened that your quality of the product is declining and at the cost of the product these days getting the quality that I'm getting isn't justifiable.

            I have added photos of the bark and the pouches I have brought since july2019. I'm a single mum and can't afford for this to keep happening. I'd like some kind of acknowledgement and response to this complaint and the issue rectified.

            Thank you for your time

            white ox 25gm
            white ox 25gm
            white ox 25gm

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              • Imperial Tobacco Australia's response · Oct 23, 2019

                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 [protected] to have your experience recorded so that any production problem can be identified and dealt with swiftly and appropriately.

              The complaint has been investigated and
              resolved to the customer's satisfaction
              Resolved
              Imperial Tobacco Australiajps tabacco 25gms

              I used to smoke jps gold taylor mades until they got to expensive never had any complaints now i have to smoke jps tabacco it is the worse tabacco i have ever smoked its full of dry stemy bits and its very dry tabacco i have brought it about six times now and i will not buy it again and most of my friends smoke as well and i have told them not to buy it im so dissapointed in the tabacco its such a shame because like i said i used to smoke jps taylor mades and enjoyed them

              Add your opinion

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                The complaint has been investigated and resolved to the customer's satisfaction.

                • Imperial Tobacco Australia's response · Oct 18, 2019

                  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 [protected] to have your experience recorded so that any production problem can be identified and dealt with swiftly and appropriately.

                Oct 15, 2019

                The complaint has been investigated and
                resolved to the customer's satisfaction
                Resolved
                Imperial Tobacco Australia — horizon cigarettes

                I have been using Horizon cigarettes for a number of years, trying different strengths and lately have been...

                Oct 11, 2019

                The complaint has been investigated and
                resolved to the customer's satisfaction
                Resolved
                Imperial Tobacco Australia — 50 gram white ox superior dark blend

                I have been a loyal customer for 16yrs purchasing a 50g White Ox every 4-7 days each purchase costing me...

                The complaint has been investigated and
                resolved to the customer's satisfaction
                Resolved
                Imperial Tobacco Australiachampion legendary ruby

                I purchased a 15g pouch of tobacco and it had a lot of thick brown cardboard type material mixed in with the tobacco. I believe it may be due to bark or off cuts from the tobacco. It was disappointing as It ended up being about 30% of the pouch and tobacco isn't cheap in Australia. My local tobacconist would not refund my money or exchange the pouch. I would like to be reimbursed

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                  The complaint has been investigated and resolved to the customer's satisfaction.

                  • Imperial Tobacco Australia's response · Oct 08, 2019

                    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 [protected] to have your experience recorded so that any production problem can be identified and dealt with swiftly and appropriately.

                  Oct 07, 2019

                  The complaint has been investigated and
                  resolved to the customer's satisfaction
                  Resolved
                  Imperial Tobacco Australia — jps blue 30s

                  Upon opening my packet of jps blue 30s i noticed a small pin hole in one of my cigerettes i didnt think much...

                  JPSwindsor blue cigarettes

                  My son and I have been smoking windsor blue cigarettes for years. The last three packets of cigarettes we bought taste awful like poison. As we did not get receipts for these we could not take them back to the shop where they were bought. That is nearly £30 in money. I think there should be a way to return these cigarettes and receive remuneration.

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                    Oct 01, 2019

                    The complaint has been investigated and
                    resolved to the customer's satisfaction
                    Resolved
                    Imperial Tobacco Australia — 25g pouch of jps endless blue

                    my name is jae castle i live at 50 bourke street brassall 4305 queensland australia.i purcased the pouch from...

                    The complaint has been investigated and
                    resolved to the customer's satisfaction
                    Resolved
                    Imperial Tobacco Australiawhite ox 50g

                    Lots of scrap(twigs, bark) that cant be smoked as the smoke just wont burn, had a few pkts that were very dry like it has been stored in a hot place, the last pkt i bought has the lining not secured and some of the tobacco was under the lining and the rest on top, very dry and full of branch bits that can not be smoked, we have smoked white ox for over 30yrs and at the price of $96 pkt its not on. Pls fix this or we will be looking at other options. A response would be nice pl.Thanks [protected]@y7mail.com

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                      The complaint has been investigated and resolved to the customer's satisfaction.

                      • Imperial Tobacco Australia's response · Oct 01, 2019

                        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 [protected] to have your experience recorded so that any production problem can be identified and dealt with swiftly and appropriately.

                      The complaint has been investigated and
                      resolved to the customer's satisfaction
                      Resolved
                      Imperial Tobacco Australiawhite of 50g

                      Hi team,

                      Unfortunately I would like to address an issue I recently had with white of 50g, I had just bought this product and unfortunately had so many stems in it I think on 20g of it was smokeable, never had a problem in the past and love the product, just unfortunate that I had spent the money and got nothing for it, very unhappy

                      Rohan beugelaar

                      Add your opinion

                        By clicking Submit you are agreeing to the Complaints Board’s Terms and Conditions

                        RESOLVED

                        The complaint has been investigated and resolved to the customer's satisfaction.

                        • Imperial Tobacco Australia's response · Oct 07, 2019

                          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 [protected] to have your experience recorded so that any production problem can be identified and dealt with swiftly and appropriately.

                        The complaint has been investigated and
                        resolved to the customer's satisfaction
                        Resolved
                        Imperial Tobacco Australiawhite ox

                        White ox pouch both sizes consistently underweight!
                        Customer for many years.
                        A few weeks ago I decided to start weighing my pouchs due to the visual size differences I was noticing.
                        I have not had a pouch weigh up correctly I'm at least 10 pouches.
                        Have the empties and #s of them written down along with weight
                        Today purchased 2 50gm pouches, opened one only and it is 2grams short
                        The numerous 25g pouches I've weighted averaged 1gm short with one being almost 3gm short.
                        As mentioned by others, the bark has increased and consistency is poor.
                        I have had a few pouches which has had black chunks in it, unsmokable, like molasses or similar
                        Thanks
                        Anthony
                        [protected]@icloud.com
                        [protected]

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                          • Updated by Anth35 · Nov 07, 2019

                            Hi there
                            Just wondering how you guys are going with what I returned
                            Thanks

                          • Imperial Tobacco Australia's response · Oct 01, 2019

                            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. As you have provided your contact details above, a customer service representative will be in contact with you within the next 24 hours. Should you have any queries regarding your tobacco products in future, we invite you to contact our Customer Response Centre on [protected] to have your experience recorded so that any production problem can be identified and dealt with swiftly and appropriately.

                          Sep 26, 2019

                          The complaint has been investigated and
                          resolved to the customer's satisfaction
                          Resolved
                          Imperial Tobacco Australia — riverstone ryo tobacco 25g

                          I smoke Riverstone regularly and the past 2 weeks each pouch has huge chunks of branch/stem in it which make...

                          The complaint has been investigated and
                          resolved to the customer's satisfaction
                          Resolved
                          Imperial Tobacco Australiajps endless blue 25g pouch

                          This week I purchased a pouch of jps blue from my local coles, only to find that it's filled with long stringy bits of bark. All it shows is the lack of quality control, and how the companies are using bark as filler to make the pouches weigh higher, It's horrible as a consumer to see the lack of quality control across the range especially if you're paying $35+ for a pouch.

                          jps endless blue 25g pouch

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                            By clicking Submit you are agreeing to the Complaints Board’s Terms and Conditions

                            RESOLVED

                            The complaint has been investigated and resolved to the customer's satisfaction.

                            • Imperial Tobacco Australia's response · Sep 26, 2019

                              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 [protected] to have your experience recorded so that any production problem can be identified and dealt with swiftly and appropriately.

                            Sep 22, 2019

                            The complaint has been investigated and
                            resolved to the customer's satisfaction
                            Resolved
                            Imperial Tobacco Australia — white ox 50g tobacco

                            I have purchased a 25g white ox tobacco bar code [protected]... The other day from local.. Very...

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