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4.1 811 Reviews

Imperial Tobacco Australia Complaints Summary

627 Resolved
183 Unresolved
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11:15 pm EDT
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Imperial Tobacco Australia jps endless blue 25g

I have been smoke your family be tobacco for a few years now and I have loved it but lately every pouch I get it's extremely dry and has big chunks of like wood and it's making me think of changing as it happens way to ofter and just think you guys have lost the passion to make your consumers happy and got more into just making money very sorry but it's been good the last few years

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7:15 pm EDT
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Imperial Tobacco Australia horizon blue tobacco

I have been smoking horizons for the last ten years starting to notice more and more leaf and stem in the pouches which is discouraging me to buy your products. This was from the last pouch I bought and there some pouches in the past have been worse but more or less seems to be getting worse as time goes on I would prefer to keep using your product but as time goes on it's becoming less and less cost effective

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2:26 am EDT
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Imperial Tobacco Australia Tally - papers

I am sick of rolling smokes using tally-ho papers and heaps of them fall apart as they are not sticking properly and yes I am using the right side. I am sick of rolling smokes using tally-ho papers and heaps of them fall apart as they are not sticking properly and yes I am using the right side. I am sick of rolling smokes using tally-ho papers and heaps of them fall apart as they are not sticking properly and yes I am using the right side. I am sick of rolling smokes using tally-ho papers and heaps of them fall apart as they are not sticking properly and yes I am using the right side. I am sick of rolling smokes using tally-ho papers and heaps of them fall apart as they are not sticking properly and yes I am using the right side.

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8:08 am EDT
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Imperial Tobacco Australia jps endless blue pouch (25g)

19/7/2019 - approx 6:10pm

I regularly smoke this tobacco, however this pouch has a strange taste to it, somewhat stale and artificial...almost plastic-y. I changed filters and papers and the off-taste was still there. After two cigarettes I have a headache and I don't want to smoke anymore. This pack was $40-50 and I don't have budget to buy another pouch

Marc - [protected]

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2:55 am EDT
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Imperial Tobacco Australia riverstone 25g rollie tobacco

I was smoking a ciggerette of which I had just rolled and nearly choked on what appeared to be a black glob of matter. Its not the first time this has happened and there are a few other complaints I've heard of the same nature. Idk what it is exactly but the large build up of chemical could not be beneficial to the company of to a long time smoker. Its dangerous to smoke, yes but it couldn't be Less dangerous to inhale larger amounts of chemical or more of the same amount at once.

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Update by Kurty71
Jul 18, 2019 10:15 am EDT

Dear reader
I was smoking a ciggerette I just rolled and almost choked as it burnt through a large lump of black matter. I dont know what it was but it was a tobacco product, it came out of the pouch. Unfortunately I have no evidence due to it being burnt in my ciggerette.
Thankyou
Kurtis Peterson

My contact, [protected]

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8:40 am EDT
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Imperial Tobacco Australia parker and simpson red 20's packs (2)

Hi, I bought 2 packs of Parker and Simpson Red and Firm Touch Filter Cigarettes 20's from Coles Pyrmont yesterday (24th July 2019) for $20.95 each. There is a code on the cellophane wrap 903900 47.
I have bought the Blue pack previously and found it did not have enough flavour/taste so bought the Red packs expecting them to be stronger flavoured or have more taste.
Unfortunately there was no flavour or taste at all. It was like smoking cardboard or paper. There must be something wrong with the tobacco in this batch.
Could you please advise how I can return them for a refund as Coles will not refund them. Alternatively I am happy for replacements if you believe this batch was faulty and the replacements have an acceptable taste or flzvour you would expect of a Red variant.
My address is 1/2 Rose Avenue Neutral Bay NSW 2089 and I can be contacted on [protected].
Thanks and regards, George Vikas

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Update by George Vikas
Jul 15, 2019 8:47 am EDT

Please confirm you have received my complaint posted 15th July 2019.
Thanks, George Vikas

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2:01 pm EDT
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Imperial Tobacco Australia jos crushball blue

The last 9 times I've purchased a deck of smokes there have been at least two smokes with no crushball in them, making them regular blue cigarettes. I can't smoke blue cigarettes, and if I could, I would buy them as they are no doubt cheaper then crushballs.

If it was a one time thing I wouldn't mind, but when I am wasting a minimum of 2 cigarettes per packet, it adds up very quickly.

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8:09 pm EDT
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Imperial Tobacco Australia river stone premium rum blend

I am writing to you to offer some feedback in regards to your Riverstone tobacco, I find the product to be good value and as good as Champion velvet rum if not better and a good price too.
I find that in most pouches I am forever picking out "bark" or unshredded leaf and blobs of flavour/tar, it does annoy me that I am paying a reasonable price for what adds up to non usable product which is part of the weight I pay for.
I thought I would offer feedback as I do like your product I do not like paying for bark.
I look forward to any response you may offer when possible.
Kind regards
Sean Macvicar

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6:08 am EDT
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Imperial Tobacco Australia jps+ crushball blue

I purchased a packet of Jps crushball blue in the 25's from the OTR Service station at Pasadena, in South Australia.
2 of the smokes already do not have the menthol taste whatsoever.
I'm quite disappointed as they are over $30 a pack and I purely get them for the menthol option.
I thought that perhaps I was mistaken, so I asked my partner to try it and she also confirmed that the menthol taste was not apparent.

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Imperial Tobacco Australia jps red

Hi there. Not sure if the diffence is becausr i live in canberra and brought a carton if smokes whilst i waa in melb but every smoke from this carton (4 x40 pk had no taste, felt like a 4mg and what looked like bark or twigs, bits of timber (wood) in every second or third smoke. Im a truck driver and a carton would normally last most of the week. These smokes keep going out every minute or so also. It got to the point that id feel the smoke lightly feeling for sticks. When i found one that had hard parts id simply through it in the garbage. Needless to say. That carton lasted 2 days! I got home and the local shops sold me a carton. Not as many effectedb but same issue. Are smoking the scraps u pick up from the floor? Not impressed at all and would like both cartons replaced with smokes that dont taste like crap, keep going out, feel like 4mg strength.

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Annajohnson
, AU
Sep 01, 2019 2:50 am EDT

I have found a bit of bark in my tobacco that shouldn't be there

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Featured review
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Imperial Tobacco Australia - riverstone premium rum blend 25g pouch.

I've been smoking this brand for a while now, but have recently noticed the quality of the tobacco has definitely declined. I started receiving small bits of wood and what looks like, shredded branches. If I don't pick them out, it makes the cigarette futile to smoke, thus making my pleasurable experience to be disappointing and frustrating. The photo I've...

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1:51 am EDT
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Imperial Tobacco Australia horizon blue 25g pouch

This is the unsmokable/hard bits of tobacco I have gotten out of a 25g puch of Horizon Blue (see pic) and I'm still picking out more. This has always been an issue with your tobacco pouches. If I'm picking this amount out of a 25g pouch, your company has flatout robbed me of many many pouches over the many years.
Can you actively particpate in better quality control as this issue is getting so much worse

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7:34 pm EDT
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Imperial Tobacco Australia jps select hand striped tobacco

Yesterday I purchased a 40gram packet of JPS Select Hand Striped tobacco.

To my dissatisfaction the contents is actually menthol tobacco which I totally dislike.

Serial number on packet is 9327329042134.

I purchased from Coles in Warrawong NSW.

I would hope that the batch is recalled and quality control be reviewed.

I am happy to return the remaining contents.

As a dissatisfied customer I would like to be refunded or my purchase by replaced as I now how to outlay another $57-$60 to purchase more. I will be purchasing a different brand until this is resolved as I don't want to take the risk of wasting another $57-$60 for another faulty product.

Extremely dissatisfied as I have been purchasing JPS for many years now.

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Imperial Tobacco Australia parker simpson blue 20's

Hi I brought a 20 packet of Parker Simpson blue from tag in Tannum sands 4680 I have when I was smoking them I noticed they were extremely weak, then I realised after trying to smoke about three that majority of the filters were split. I wouldn't usually bother complaining but smokes have gotten very pricey. If someone could please get back to me I would really appreciate it.

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3:54 am EDT
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Imperial Tobacco Australia jps red 25g tobacco

I am complaining here because I can't find anywhere else to complain online. Today I opened my new pack of JPS roll your own Red tobacco (I actually asked for blue but the shop gave me the wrong one.) And when I started rolling I noticed something weird in the pack. I pulled it out to discover half a chewed (by machine) up pack of another plasic pouch. Yay so half of my "tobacco was actually a plastic pouch and only actually half tobacco! Hesitant to buy your products again when on tob of that I have noticed a lot of "bark" in my tobacco of late.

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Imperial Tobacco Australia champion legendary rich red

Asked for champion legendary ruby. Was given legendary rich red. Said this is not corect was told obviously changed the name by shop assistant. Opened later in day. Smells and taste different, not to my liking, been smoking ruby for 20 years. I then googled this is new name for gold. I am not going near where purchased to return and am not cashed up to buy another pouch. Not happy at all. Stupid idea naming both with legendary, how confusing for sellers and consumers

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5:02 am EDT
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Imperial Tobacco Australia horizon menthol 25g ryo

Iv just purchased a pouch of Horizon menthol 25g ryo and it is waaaay mintyer than any other time. I buy 2-3 packs a week. Its like its had double flavour added. Its really awful. Its almost sickening. I wont be smoking the rest of the pack. This unfortunatly is not the first pack that is awfully minty. Im considering changing soon as its a hit and miss if its smokable or not

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Imperial Tobacco Australia quality of tobacco in ryo pouch

hello. ive been a loyal customer for at least 3 years now and have never had a problem with your jps blue tobacco but i recently purchased a pouch of RYO jps blue tobacco and a lot of the tobacco was hard stem instead of the regular tobacco, which meant rolling a cigarette was nearly impossible because the hard stems would tear the paper every time i tried and if i did succeed then the hard stems would not burn. is there any chance of some kind of replacement as i wasnt able to use much of the tobacco?

date of tobacco purchase :14/6/2019
email: corey.boy.[protected]@gmail.com

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Imperial Tobacco Australia jps red pouch tobacco

Hi. We've used this product for years however have decided to switch to another brand and company than Imperial. The large and unusable 'chunks' in it are equating to a substantial amount of throw away waste and the tobacco is either way too dry and burns away quickly or it goes the other way and constantly needs to be relit.

Is not about affordability, we genuinely enjoyed your product but even the flavour seems to have gone downhill of late. With the price rise but the amount of wastage it doesn't make sense to us to continue using. I hope you look into these complaints and act on them and hopefully produce the product as it used to be.

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Imperial Tobacco Australia jps 25g pouch

Every pouch we buy we are finding more and more large unsmokable stick like pieces of tabacco with the largest being upto 7cms long which is unable to be rolled into a ciggarette, normally i wouldnt complain but its happening quite often and becoming quite annoying as im already throwing money down the toilet with the prices of tabacco products these days

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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.

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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