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Imperial Tobacco Australia Complaints 820

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12:09 am EDT
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Imperial Tobacco Australia jps superking blue cigarettes

I bought a Pack of JPS SuperKing Blue at a OTR service Station in Salisbury S.A
A cigarette I pulled from the pack broke as I pulled it out as it was stuck to inside of pack somehow and split the paper rendering it unsmokeable in its condition .
I disassembled the cigarette to fill it into a new paper and found inside the contents the wing of an insect . It was about 1 cm long and shiny opalised on one side and brown/black on the other and clearly an insect wing . No mistake .
It's not the loss of the weight of the wing I'm comp, wining about, it's the fact that many others must have insect part I. Them if I just found this one randomly because the cigarette was stuck in the pack and broke . If not for this I would have smacked the insect wing . The rest of the insect is probably either in a cigarette I smoked in the pack or in someone else's pack . Either way this is disgusting and should be quality controlled better .

It makes me wonder how many insects I have smoked in JPS cigarettes.
I will go back to smoking roll your own so I can see what I am getting in future .
Although I have notice also the quality of tobacco going downhill in general . The tobacco has large bits of stem and uncut leaves and chunks of black stuff that is not tobacco at all . Every time the tax goes up or the quit ads get bigger on the packs the quality goes down here in Australia . Yet when my friend brought some cigs from overseas duty free the same as an Australian brand we compared the quality to prove my idea that we were being sent the dregs and I was right, the imported packet was fine cut and consistent and only $3 a pack whereas our equivelant was shredded coarsely and had bits of bark and unknown plant matter and yellow flowers in it . Even the taste was better from the imported ones .
We have little choice now in Australia as to what we buy, I used to swear by the Peter Stuyvesant Soft Packs but they are now not available and the Benson and Hedges Soft packs were made in New Zealand and were smoother than thehard packs made in Australia.
Understandably different brands taste different but now even the expensive brands are not smooth and the overall quality has gone way down .

It's bad enough your selling this poor quality tobacco to unsee pectin get customers in cigarettes when you would never sell it in pouches to people who can see the product but to continue to put the price up as the quality goes down is dishonest .
Why is the tobacco In The cigarettes different to that in the pouches . The cigarettes are even worse quality than the tobacco . I believe this is because the tobacco is hidden inside the paper, I never thought of it much before I got the insect wing this week . I did know the prices were going up here but not in other countries but I would have thought that since a lot of tobacco is grown here in Australia, we should get the top quality stuff not the floor scrapings.

I would like to see all tobacco products reviewed as we are paying up to 10x the price of the same named product available in England but ours are of lower quality and have inclusions and could only be B grade tobacco sold to us as A grade and it's just not fair .
If we could quit so easily we would but selling us bits of bark and insects is not the way to make us quit, adding more and more chemicals is just making us sicker and putting the price up is stopping new smokers starting which is great but those of us who do smoke and have for decades are paying well over the price we should for a product which is not properly checked.
If that insect wing had been a scorpion tail, I could have died .
Think about that .
I don't want to smoke JPS cigarettes anymore but would be happy with a replacement of rolling tobacco, the smallest pouch would be fine but I want to be able to check what I am smoking before I light it up .

My previous comment has not been replied to so this is my second attempt to contact the manufacturer.

I will go further with this complaint if I do not get a response soon .

Selling insect parts in pre rolled cigarettes is dangerous and needs reviewing.
This is no Joke.

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1:54 am EDT

Imperial Tobacco Australia jps tobacco o

I bought a pack of JPS superking blue and broke one removing it from the pack.
I emptied the tobacco out of the paper to roll into a new smoke.
In doing so I found an insect wing inside the tobacco.
This makes me wonder how many other insects I have smoked and also wonder if you can seperate these insects better s they don't get smoked.
One thing I know is I would rather smoke roll our own cigarettes in future so I know what I am getting?
I have kept the insect wing to send to you but need. The correct mailing address please.
I he in future I will buy rolling tobacco and check it thorouly please call or email me s we can fsort this is problem out soo everyone will be happy again,

from
Daniela Janz
[protected]@gmail.com

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Jp silver pack of 40
Brisbane, AU
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Aug 21, 2022 3:34 am EDT
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I brought a packet of Jp silver cigarettes and I went to get one out of the packet and the filter fell off. This happen ended about 8 times. Not happy paying all this money and having cigarettes fall apart in my hand. I would like a refund on the packet plz

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10:14 pm EDT
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Imperial Tobacco Australia Bark in champion ruby 25 gram pouch

I have been a long time buyer of champion ruby as I enjoy it very much and it's my tobacco of choice. Recently I have had a few pouches where I have found white ox bark in it and I've axcepted it but this time the bark is far too big and blatantly un-smokeable. I would like to know if there is any chance that Your company would be able to do anything to ratify this issue as I am un happy with the quality of your product lately

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Nickohl
Harston, AU
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Jul 08, 2022 1:35 am EDT
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It was always my favourite but it became unsmokable for me. Way too much bark in it and so harsh. I was getting heartburn from this brand really badly. Changed companies.

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Genevieve Withers
US
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Jan 20, 2022 8:10 pm EST

It tastes really harsh and smells horrible

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AnonymousR
San Diego, California, US
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Aug 04, 2021 9:56 pm EDT

Been smoking Champion since I was a kid, I remember my first pack because I couldn’t afford Taylor made cigarettes, it was $3.70 for 30g

Really enjoyed this tobacco and used to smoke it without a filter.

You can’t do that anymore and the quality has completely disappeared.

It’s not the same tobacco and I noticed it’s now made in The Netherlands.

Wow 😮

For the last year I keep switching brands trying to find something else.

My only advice is Fairgreen Organic Blue made in Germany and is actually cheaper believe it or not.

Farewell Champion I used to love Gold but you changed to Rich Red?!? Completely Horrible

Goodbye

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Mh130
US
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Jul 28, 2021 12:49 am EDT

Products are very weak and too much moisture paying for water and seems to be younger tobacco not fully mature bewn smoking champion ruby for a long time dosent solve a tooth ache any more iether and very dissatisfied tobacco for me is not only a smoke but had alot of medicinal rub on ointment I'd used to make for insect bites and now carnt fix minor ailments out bush any more

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PSym
US
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Jun 27, 2021 7:43 am EDT

Look at the size of the black stuff! This isn't right! Been smoking champion ruby forever and a few time had small black balls but now this is getting too much. I think my last ten pouches have had chunks of the black stuff. Can U link me to your customer response team because this ain't right

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TMCarts
Brisbane, AU
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Feb 15, 2021 3:32 am EST

I too am a loyal consumer and have been finding large chunks of whatever this is and again am extremely not impressed! The last 3 packets I have paid for have had this in it !
The price not only going up considerably but the product is far less quality than what it used to be ! This also tells me that whatever this is weighs in a chunk of gunge is coming off the 25g packets we r paying for ending in a result of less tobacco. Not cool at all and May consider turning to a different tobacco.

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Theo Lansford
US
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Sep 14, 2020 6:31 am EDT

I’m not sure who makes champion ruby anymore because New Zealand sold off to the Netherlands. But the new Netherlands packets are messy tobacco everywhere once unwrapping the packet, the tobacco is wet very hard to roll and smoke with out clumps of it sticking together. Been rolling and smoking for 30 years. Would rather smoke another brand from now on. Would anyone please drop me a line to what is better quality to smoke and brand name. Thanks

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Derek Harris
US
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Dec 25, 2018 5:50 am EST

Hello, I've been a long time smoker off "Champion Ruby" but since all (tobbacco, smokes come in blackend packaging) It's smell and flavour had changed, I found it harsh on my through and not so pleasant to smoke. First it came in red+blue+? What was that about? Then the change in it's Naming "; Champion Authentic Ruby"; now it's being labeled "Champion Legendary Ruby"; It's an inferior tobacco being sold off under false pretenses.! Because of the way that it's labeled it prevents the legality off blame. I make these claim's knowing that other tobacco's (White Ox, Port Royal, etc) are still manufacturer in the Netherlands, where you'll find this substitute "Champion" is manufactured in New Zealand. Please tell me if I can purchase "Champion Ruby" With out having to swim to Holland.

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Lisa Campbell90s
US
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Sep 13, 2018 10:37 pm EDT

Have had the same problem over the last couple of months it looks feels and taste so different lately 😑

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1:02 am EDT
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Imperial Tobacco Australia white ox 50g

on opening a new pouch found a LARGE, un-smokeable piece of bark which i've kept as proof. as a long time customer I am accustomed to finding small pieces like this but I feel a large piece, such as I have found, is unacceptable. Also, I have noticed a marked drop in quality (albeit small) over the years. With the Australian government imposing ridiculous tax increases on tobacco products on a regular basis, your products are increasingly becoming out of reach and customers may need to find new sources. I sincerely hope that this complaint will be dealt with in a timely manner.

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Warwick Boyle
US
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Sep 07, 2018 4:14 am EDT

Today 7/9/18, i bought a 25g packet of champion round midnight- smooth whiskey flavor from the glenore grove store in queensland, upon opening it i found that it was exceptionally dry, as i was rolling my cigarette it basically turned into dust, i usually get the velvet rum flavor, and don't have this issue, as the store was out of stock, i grabbed the whiskey flavor, because it's normally fairly simmalar in flavor and rolling texture, this time it was unacceptable, as since you've bought out the champion round line, I've been mostly pleased with the products

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2:01 am EDT
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Imperial Tobacco Australia champion ruby tobacco

Hi. I have smoked champion tobacco for a fue years now and as of late I have been getting a lot of big chunks of leaf and stem matter which ruins your smoke if rolled into one, I have collected just what I got out of my last pouch to prove my point, but it is really frustrating as a pouch costs over 70 dollars each which is a lot of money when you have to discard a considerable amount out of each one, at first I thought it might have been a bad batch but it has continued to happen for quite a while now, i have attached a photo of what I have pulled out of my current pouch so far, your response would be greatly appreciated, thanks. Zac cahill

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Tankbob
US
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Aug 26, 2019 8:35 pm EDT
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We just weighed a 50 gram champion legendary ruby and it was a few grams under now I'm not one to complain but with the price of tobbaco these days I can't afford 50 gram pouch if it's under every fortnight being the customer we deserve so much better then 47.00 out of 50.00 grams in our pouches

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9:16 pm EDT
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Imperial Tobacco Australia drum classic blue 50g pouch

I regularly smoke Drum Classic Blue tobacco and although regular have some quantities of chunky matter that is not smokable, two of the last three packets bought from my local grocery store have had excessive amounts. The tobacco in the last pouch I purchased was so dry it was almost impossible to roll and when successful, ended up falling onto my shirt and skirt which now has burn holes in both items.
At around $70 per packet and additional cost of over $200 to replace my garments, to say I am not happy would be an understatement.
I would be keen to discuss any opportunity for compensation and would view this as a sign of good customer service when considering my brand options in future.

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Imperial Tobacco Australia jps menthol, 50 x cigarettes packet

Yesterday afternoon (Wed, 08/08/2018) I went shopping at my local Coles Shopping Centre in Gosnells, Western Australia 6110.

I purchased a packet of 50 x JPS Menthol cigarettes, which I usually do everyday couple of days. I never counted the cigarettes inside the packet before.

On this occasion I was splitting the packet with my mum, and to my disappointment we found that there was only 49 cigarettes inside (should have been 50!). We both counted a few times.

I can't help wondering if this happens a lot, and whether I've been ripped off like this before, just never noticed.. Smokes are already ridiculously expensive (over $50 a packet of 50) and it makes me angry to think that there's some missing too.

I'd like to get some money back, or at least some cigarettes please. As I have been your loyal customer for many years and would like to keep it that way.

Many thanks.

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Imperial Tobacco Australia jps blue 40's

Changed ti this brand as cheaper alternative, although the tobacco is good quality the product itself is not. Found a unfinhsed (not sealed around the filter) cigerette obviously due to the production line. This is the second time and at $44.00 a packet that equates to $1.10 per cigerette :/ purchased 08/08/1/2018. At iga maroochydore Bar code [protected], number at bottom of packet 724310:16. Please check your production line, as I do not want to find another half made cigerette in any future packets otherwise I will ve changing my brand again, can supply a photo and will keep cigerette if you need it to see. Please replace my purchased product.

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Imperial Tobacco Australia 30 pack of jps blue

The filter was not glued on and the quality of the smoke was poor and at the price you pay for cigaretts thease days it's verry disappointing it's not the first time it's happened to me I'm almost to the point I will be changing brands of cigarettes what can be done about this Do I need to call the [protected] number I would like some kind of explanation on why this pore quality keeps happening

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Imperial Tobacco Australia Champion Rich Red pouch

The prices have gone up! You should at least get what you pay for, one would think! 25 grams they say! Not in the last few packs we have purchased. We have weighed them as we felt they were getting smaller! You guessed it 22g and 23 g ...False advertising or what! Not happy! We have a right to get what we are paying for ! Arrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrgh

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11:54 pm EDT
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Imperial Tobacco Australia jps ryo blue

Purchased my normal brand rolling tobacco and this pouch is so dry I can't even roll it without it all falling out. I have never had a pouch this dry ever. It's so dry the pouch "crunches". Cannot get an exchange and now I'm considering changing brands because it's almost unusable. Oh well there's $31 down the drain...
I don't understand how the quality of this pouch is 50% compared to usual.

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Imperial Tobacco Australia 50g and 25g white ox

I've been a consumer of white ox for over 15 years now. To spend $74 or $39 only to get dried up crumbs and a few sticks is a bit unfair wouldn't say? And then to be told that if the tobacco is unwrapped I can't get a refund is absolutely preposterous. Imperial tobacco, you need to enforce rotation of stock, how u police this is not my problem. My problem is getting what we all pay through the roof for. Decent quality tobacco. I've given up on decently priced. I'd like to be reimbursed a 50g pouch and a 25g pouch of white ox. I'm more than happy to show my proof of transaction and name location of purchase. I just want what I've know white ox to be, which is quality tobacco.
Thank you
Nicholas Rolland

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Michelle Stewart 1
AU
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Aug 14, 2018 7:19 pm EDT
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I agree I just got the same

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Imperial Tobacco Australia horizon red 50's pack of cigarettes

We only purchase this brand generally in a carton of 4 packs. Usually find the quality is better than most but I was really disappointed when a pack of these did not measure up. The lighted end of the cigarette continually fell off burning holes in my clothing and sometimes my fingers trying to extinguish the lit end and remove it from my person. Doesn't happen that often but at the price I pay for the privilege I have to ask am I entitled to a refund or some complimentary packs for my damage to clothing? It was a damn Adidas tee-shirt so you can see why I was irritated and upset.

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cbr11ooxx
Geraldton, Western Australia, AU
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Mar 15, 2021 3:52 am EDT
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15 March 2021
RE: Horizon red 93mm long
I also have encounted this fault. IE end of cigarette falling out before going out resulting in minor burns to fingers and vinyl floor.
In the last packet this happened twice damaging the floor in each occasion.
This has happened on 5 more occasions in the last 6 months, each time been fortunate that the "fireball" ends have landed on surfaces that did no damage.
My concern is that some one unaware of problem will set fire to something more substantial, IE house, car with the obvious burn related injuries.
Please fix fault ASAP before someone gets seriously hurt.

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6:28 am EDT
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Imperial Tobacco Australia jps crushball

I bought cigarettes on the 1/07/18 from my local shop and many of the cigarettes in this packet I bought do not have the crush ball in them.
Quite upset about this as I could have bought other cigarettes for cheaper but I buy this brand (jps crush all) as they have the option to change into menthol if needed. If someone could contact me regarding this matter, that would be great thanks.

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Imperial Tobacco Australia horizon menthol

I purchased a 30g pack of horizon menthol from the 4 Square on Edmund road in Rotorua, New Zealand.
There were no issues at first, but as the tobacco dried (not a long period of time, I go through 2 packs a week) the tobacco, which is mainly large sticks, is extremely flammable.
As in, you light a cigarette and the whole thing catches fire and blackens immediately.
I have retained some of the tobacco should you wish to investigate.
I must say I am so thoroughly disappointed by this as the cost in cigarettes in NZ is extortion and I have stuck by this product for 14 years.

Please advise.

Thank you for your time.

Alana Dempsey

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Imperial Tobacco Australia champion rich red 50g

I have remained a loyal Champion customer for almost a decade. As the price of tobacco surged in recent years, I happily paid the extra expense, knowing the tobacco was of a higher quality than most other brands. Over the last few years, however, the quality has declined significantly.

I constantly find big, hard chunks of stem in every pack I buy, along with those little black balls of resin every now and then. In my opinion, the presence of these other materials means that I am essentially being ripped off! When I buy 50g of tobacco, I do not receive 50g of smokable product because the packet contains all this other unsmokable plant material that is useless and simply thrown away.

Considering the high price I pay for this tobacco, I am very frustrated by how terrible the quality has become. When I purchased a pouch of Champion Rich Red (a "gold" strength tobacco) in Sydney over the weekend, my frustration with this brand deepened.

When I opened this pouch, the aroma smelled particularly strong. Upon smoking a few cigarettes, I began to suspect the tobacco may actually be Champion Ruby (a"red" strength tobacco). I asked a few friends for their opinion and together we concluded without a doubt that the tobacco was Champion Ruby. Obviously the tobacco was packaged incorrectly. A mistake this huge is simply unacceptable.

It seems the substandard quality of Champion's tobacco, recently, has become their new standard. With this, along with the problems surrounding my latest purchase, I have been left furious!

Champion's apparent inattention for proper quality control demonstrates a complete disregard for their customers satisfaction. They expect us to continue to pay top dollar for their 'premium' product, while at the same time, hoping we will ignore their carelessness and neglect, and the disappointing impact it's caused to their product.

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Jarkman
Melbourne, AU
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Feb 02, 2021 2:57 am EST

I have been smoking champion ruby for 15 years and as of the last two the quality is horrible. Exept i had a couple of 50g pouches which i noticed were made in the netherlands and that was the old champion ruby that i remebered. The other pouches are made in new zealand i had one today pop in my face and burn me. It seem dry and full of bark i think the deal pouches are better

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Brenda Eulenstein
US
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Feb 18, 2019 6:12 am EST

This person is spot on.Champion Ruby 'used ' to be good. Now it is just [censored]. As much as I like smoking, I think its time to give up.Been smoking for 40 years.

Imperial Tobacco Australia
Imperial Tobacco Australia
AU
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Feb 20, 2019 6:52 pm EST
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Replying to comment of Brenda Eulenstein

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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Imperial Tobacco Australia white ox 50g

Ive been buying whiteox for alot of years now and havent had many complaints except the 25g pouches of white ox are usually full of stalks but this 50g packet i bought had bits of plastic through the whole 50g pouch. My packet wasnt damaged so the plastic was already in it. I bought it from woolworths at logan central 4127 qld.i tried to return it bit they said they couldnt and told me to contact u guys. I would like some compensation for this since a pouch at about $70 isnt the sort of money you can let slide.

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Imperial Tobacco Australia jps + crushball blue

I just opened a new packet of jps + crushball blue that I purchased from Ctc at rutherford nsw
My 3rd smoke had no crushball which is the reason I buy them as I don't like the original flavour until the crushball is popped
I have pictures of the smoke packet, barcode and the smoke and all numbers are the same I haven't checked all cigarettes but so far only found one without crushball an I am very disappointed

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Sunny Sunny m
US
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Aug 14, 2021 12:57 pm EDT

Crepe paper

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Sunny Sunny m
US
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Aug 14, 2021 12:57 pm EDT

Gabbar Gabbar दुबई के बजरंगबली

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11:36 pm EDT
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Imperial Tobacco Australia jps red tobacco

I have bought a few of these tobacco pouches, they have a lot of bark and one pouch had some sort of ball in it that resembles goat droppings. I like JPS Red, it is the only tobacco I can smoke, and I but I am quite disappointed in what comes inside it. I can't smoke balls or bark..
Thank you for reading.
If you could please email a response that would be good.
[protected]@gmail.com

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Imperial Tobacco Australia white ox tobacco

I have smoked white ox from the age of 15, i am now 60 yr old, i have complained about the big chunks of uncut tobacco in the packs before, i live out of town i go in once a month to shop and buy 11 packs of white ox tobacco, The chunks are still there, i have had enough from now on i will be looking for a better brand, its a shame because ox was a great smoke, sorry one unhappy smoker

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Scotty Smith
US
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Aug 06, 2018 8:41 am EDT

yep agree 100% the uncut tobacco is making it harder to stay with the only brand i have smoked for over 20 years the prices keep going up but the quality keeps going down shame shame shame its not like ya dont make enough money out of us smokers to have better quality control not very happy customer here

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Simba68
US
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Jun 01, 2018 1:06 am EDT
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I also since 17 yrs old I'm now 50 and quality control has gone down hill the logs now I could build a canoe

Overview of Imperial Tobacco Australia complaint handling

Imperial Tobacco Australia reviews first appeared on Complaints Board on Aug 8, 2012. The latest review Drum 50gram was posted on Jun 21, 2025. The latest complaint Riverstone Premium Rum Blend was resolved on Nov 28, 2024. Imperial Tobacco Australia has an average consumer rating of 4 stars from 821 reviews. Imperial Tobacco Australia has resolved 638 complaints.
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  1. Imperial Tobacco Australia Contacts

  2. Imperial Tobacco Australia phone numbers
    1800 677 953
    1800 677 953
    Click up if you have successfully reached Imperial Tobacco Australia by calling 1800 677 953 phone number 21 21 users reported that they have successfully reached Imperial Tobacco Australia by calling 1800 677 953 phone number Click down if you have unsuccessfully reached Imperial Tobacco Australia by calling 1800 677 953 phone number 25 25 users reported that they have UNsuccessfully reached Imperial Tobacco Australia by calling 1800 677 953 phone number
  3. Imperial Tobacco Australia emails
  4. Imperial Tobacco Australia address
    121 Winterstoke Road, Bristol, BS32LL, Australia
  5. Imperial Tobacco Australia social media
  6. Andrew
    Checked and verified by Andrew This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Jun 30, 2025
Imperial Tobacco Australia Category
Imperial Tobacco Australia is ranked 11 among 34 companies in the Smoking and Tobacco category

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