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Imperial Tobacco Australia
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4.1 811 Reviews

Imperial Tobacco Australia Complaints Summary

627 Resolved
183 Unresolved
Our verdict: You can expect a very good level of service from Imperial Tobacco Australia. To navigate their system effectively, thoroughly understand their service scope. Check online forums and review sites for others' experiences. When contacting customer service, clear and concise communication can help resolve your issues faster.
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Imperial Tobacco Australia reviews & complaints 811

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1:18 am EST

Imperial Tobacco Australia Parker & Simpson

Today I purchased a 15g pouch of Parker & Simpson and only to find this very dry to the point were it burns my throat and even hard to roll. I have purchased these many times and the tobacco has not been like this.
These were purchased from woolworths in Aveley, Western Australia 6069.
Can I please have a refund or something else done about it?

Desired outcome: Refund

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5:03 am EST
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Imperial Tobacco Australia 25 g blue pouch

Hi, I recently bought a 25 g pouch from my local iga in Tweed heads and instantly thought It was lite on, the package felt smaller than usual and just made me think it was questionable, luckily I have jewelry scales which revealed that the 25 g pouch was actually 21.9 g not what I had paid for.. unfortunately IGA couldn't help me as pouch had been opened and told me to contact the manufacturer hence this msg ... I am seeking rectification as I have been a regular customer .. my name is John and you can contact me at [protected]@gmail.com
Kind regards John Gardiner

Desired outcome: Replacement

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3:46 am EST
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Imperial Tobacco Australia Champion Blue

Normally all of my Champion Legendary Smooth Blue pouches have been fine, (the odd dry pouch, small pieces of bark or soil.. easily removed) however in the pouch I have purchased I found long pieces of cardboard, multiple long and small pieces. It had become quite tedious sifting through all the tobacco to remove it. I would prefer it to be replaced please

Desired outcome: Replacement with contaminant free pouch

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6:15 am EST
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Imperial Tobacco Australia Riverstone premium rum blend

I don't exactly know what this will accomplish, 25 gram pouch of Tobacco in Australia is between $80. - $48, 20 Packet of Benson and Hedges is around $30 a packet . a 40 gram pouch of a Premium Rum Blend tobacoo is upwards of $80 a pouch Today 27/November/2021.so I will convey as precise as is possible for me, I live in Australia and Yes I enjoy a nice Tobacco smoke every now and then, I'm not in the top 45% of the financial success stories, no I'm just getting off Government aid so my choices for buying Tobacco is very limited .as most smokers in Australia they buy what they can afford, Riverstone Premium Rum Blend is as affordable as it gets in Australia, pretty sure it was called Riverstone Rum blend . Every 2nd to next pouch of Riverstone Premium Rum Blend either poor quality control with the stock or expired - repackaged tobacco blended in with Riverstone Premium Rum Blend stale or feral ; has a few grams of Resin like Hard Putty mixed in with the Tobacco, always ends up in the garbage bin . From Time to time the smoke from the Riverstone Premium Rum Blend has had a rancid pungent odour to it . There is no affordable alternative for 25 gram pouches of Aromatic Tobacco today in Australia . As I said earlier I don't know where this will end up, but thank you for reading,

Desired outcome: A better QC for the prices Australians are paying for this Service and Product .

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3:38 pm EST

Imperial Tobacco Australia Parker and Simson tobacco pouches

Hello I'm contacting you in relation to Parker and Simson tobacco pouches every time I buy a pouch there is big black lumps that doesn't burn and I've had a 15gm pouch that had a QTR of the pouch of black lumps I'm quite annoyed with this and would like to be compensated for this as the prices are quite dear to be getting black lumps thank you

Desired outcome: Some sort of replacement

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1:29 am EST
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Imperial Tobacco Australia Champion ruby tobacco

I'm writing this complaint due to the new packaging in which your tobacco is purchased in. I've have been buying champion ruby tobacco for over twenty years and have never thought to change brands. The new packaging is horrible, I'm not impressed. My old tobacco pouch holder doesn't hold them properly which I've owned for twenty years + also. Why change something that wasn't broken? There is no need for all this extra plastic wrap. Please go back to the normal packaging! Hopefully this gets fixed. I'm a long time customer and this really has to be said... my quote again is why change something that's not broken, bring back the norm. I would like compensation also... as if I'm to continue to purchase your product I need to see your value for long time customers. Yours truly [protected]@gmail.com

Desired outcome: Some kind of compensation and return back to the old packaging

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3:45 am EST
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Imperial Tobacco Australia Talleyho papers

To whom it may concern, I'm sure I can't be the first to bring this up but I have noticed Talleyho papers seem to be quite a thicker than they used to be, very noticeable if you actually smoke roll your tabocco thus means they keep burning quite a bit longer when not puffing on your smoke, but the worst of this new version of paper is the gum is absolutely hopeless, they very rarely stick like they should, I have had to'wet' the paper twice as much as I used to and they still don't stick properly, constantly having to read wet the paper after rolling to stop them from unrolling due to non effective gum, I can't believe that these have passed any sort of company testing to be cleared for customer quality control, sadly disappointed regular purchaser of this product.

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Update by Gregory p Shaw
Nov 19, 2021 3:50 am EST

Disappointed

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7:08 pm EST
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Imperial Tobacco Australia Parker and Simpson Gold 25

I have had continueous problems with the filter coming away from the paper then having to smoke it without a filter it is very frustrating as they are expensive .
I like your smokes and have been buying them since they got put on the Market and would like to keep buying them but I'm not willing to buy them at the moment which is a shame.
Regard Janelle Grayson

Desired outcome: Refund or replacement

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Update by Janelle Grayson
Nov 15, 2021 7:09 pm EST

I have had continuous trouble with the filter coming away from the paper

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2:16 am EST

Imperial Tobacco Australia White ox

Pouch was completely dry and crumbling. Lots of bark also. Worst tobacco in 20 urs of buying same product.

Complete waste of over $100 as it was un smokable.

Desired outcome: Replacement

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6:50 am EDT

Imperial Tobacco Australia Champion ruby 50G pouch

Hi I purchased a 50g pouch of champion ruby and about a quarter through it. I realised it had big clumps of black tabbaco and long bark all throughout out it. I'll need a replacement please as it's all throughout my pouch.

Desired outcome: Replacement

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3:58 am EST
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Imperial Tobacco Australia Champion Ruby 25g

I recently purchased a 25g Champion Ruby pouch on 7/11/21 and found a large chunk of the tobacco was dried and clumped together and unusable. I sometimes find small portions that can't be used and need to be discarded but this was a large portion. I had already thrown away some of this but started collecting it as shown in the attached photo. Can this be replaced somehow? This is an expensive product and I believe this was way above the normal levels of unuseable tobacco in the pouch (I have been buying this for years now).

Desired outcome: Replacement of product

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1:31 am EDT
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Imperial Tobacco Australia Parker & Simpson Blue tobacco 25 gram

Been using this product for about 2 years.. i often get big black chunks of I don't know what in the pouch. This is a big one from my last purchase.. I also weigh the tobacco out of the pouch after purchase and almost always underweight.. I've let it go on and on but I've finally had enough of these big black chunks.. I've filed a complaint for exact same thing about 18 months ago.. I've been through so many different types of tobacco but like Parker & Simpson blue the best.. cheers. Yours Sincerely Tina M Kouras

Desired outcome: Reimbursement for underweight and big black chunks I cannot smoke...

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7:49 pm EDT

Imperial Tobacco Australia Parker and Simpson 15g Blue tobacco

Hello, I keep finding chunks of this in my pouches, it looks like tar, and is gross and off putting and this isn't the first time I found it, thanks for taking the time to read this.

Desired outcome: Want to know what it is and whether it's dangerous

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12:41 pm EDT

Imperial Tobacco Australia 20g riverstone

There are hard bits in my tobacco which are like pine bark and un smokeable

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7:41 pm EDT
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Imperial Tobacco Australia Champion ruby 25gm

as many people have mentioned, the amount of large pieces of bark and large tar balls found in your products has increased exponentially in the last 24 months. I have removed whole grams of waste from your products recently and today I received what appears to be part of a rope in your product. As a resident of Australia this is really upsetting as each month we seem to pay more and more for cigarettes due to tax but receive a lower and lower quality product.

Desired outcome: Fix your [censored].

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Update by UnhappySmoker314
Nov 07, 2021 10:01 pm EST

What a waste of time posting this. If you take consumer concerns so seriously why not just forward the information on? Because you know people aren't going to wait for a reply on here just to get the customer support number that should be publicly available anyway. What a load of BS

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10:40 am EDT
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Imperial Tobacco Australia Parker and Simpson red

Hello there my name is Timothy Hancock,
I have been purchasing Parker and Simpson red for a few years now and always seem to come across cigarettes sometimes the whole packet, the cigarettes are 3/4 full!
It's almost eyebrow burning in the first light!
I haven't complained before as I pass it off as a fluke but I have now had 2 packets In a row that 90% of the smokes are mot filled properly!
I pay just under $30 AUD for 20 smokes and I would like to enjoy them all not just some!
By the way my eyebrows are fine!
Thanks for replying to me?
Timothy Hancock

Desired outcome: Replacements , refund or voucher of some description

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3:13 am EDT
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Imperial Tobacco Australia Horizon blue 50 gram

I bought a 50 gram pouch of horizon blue on Friday the 29 oct 2021 mid morning at TSG in Fairfield shopping centre in Townsville QLD 4812 and I have found hard chunks with tobacco stuck in it in the pouch and I can't smoke, they aren't small chunks either which now have to go in the bin. I've been a smoker of your product for a long time and enjoy the tobacco just not the chunks.

Desired outcome: Replacement of what I bought

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2:55 am EDT
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Imperial Tobacco Australia White ox

I've been buying 100 grams of white ox for many years and have recently noticed that my pouches have ALOT of bark and other foreign matter in them and they are extremely dry and hard to smoke, as I previously stated I've been buying your product for a number of years and I would be disappointed to see such a good name be ruined because a lack of quality control. I look forward to your prompt reply so we can discuss this ongoing issue.

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1:46 am EDT
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Imperial Tobacco Australia Dr Pat distinctive "pipe" tobacco 50g

Greetings, This is not really a complaint, more of an inquiry.
I purchased a 50G pouch of Dr Pat Distinctive tobacco. I asked if it was Pipe Tobacco, as I had only ever purchased it in tins, I had been buying it for around 20 years, but had not been smoking my pipes for around 12 months, I was assured it was Pipe Tobacco. Upon opening the pouch, the aroma was different to what I remembered, the tobacco appeared to be a finer cut, not as dark, and it smoked "hot". Certainly not what my Dr Pat used to be. The Bar-code is...
[protected] (see attached photo's) I am not after anything, just wishing to know if it is, or, is not Pipe Tobacco, I believe it is NOT Pipe Tobacco. I reckon when paying close to $130.00 (not your fault) I should not be getting stuff that is not the quality of good Pipe Tobacco., and tobacconists should know the difference.
If I am to continue to smoke my Pipes, I need to know I can purchase good quality Pipe tobacco!
Kindest regards,
Bob Fenney.

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10:31 pm EDT
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Imperial Tobacco Australia Cigarette

I found top paper of cigarette accually in my cigarette .iemptied the tobacco out of it and found this.

Desired outcome: Just letting you know

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Imperial Tobacco Australia In-depth Review

Company Overview: Imperial Tobacco Australia is a leading tobacco company that operates within the Australian market. With a rich history and a strong presence, the company has established itself as a key player in the industry.

Product Range: Imperial Tobacco Australia offers a diverse range of tobacco products to cater to different consumer preferences. From traditional cigarettes to rolling tobacco and cigars, their product range is extensive and varied.

Quality and Safety Standards: The company is committed to maintaining high-quality standards and ensuring the safety of their products. They adhere to strict quality control measures and comply with all relevant safety regulations to provide customers with a reliable and safe smoking experience.

Market Presence and Reputation: Imperial Tobacco Australia has a strong market presence and a reputable brand image. Their products are widely recognized and trusted by consumers, which has contributed to their success in the industry.

Pricing and Value for Money: The company offers competitive pricing for their tobacco products, providing customers with value for money. They strive to balance affordability with quality, making their products accessible to a wide range of consumers.

Customer Service and Support: Imperial Tobacco Australia places a strong emphasis on customer service and support. They have a dedicated customer service team that is readily available to assist customers with any queries or concerns they may have.

Sustainability and Corporate Social Responsibility: The company is committed to sustainability and corporate social responsibility. They actively work towards reducing their environmental impact and contribute to various social initiatives, demonstrating their commitment to making a positive difference.

Innovation and Research & Development: Imperial Tobacco Australia invests in innovation and research & development to continuously improve their products and meet evolving consumer demands. They strive to stay ahead of the curve and offer innovative smoking solutions.

Distribution and Availability: The company has a wide distribution network, ensuring their products are readily available to consumers across Australia. They work closely with retailers to ensure efficient distribution and timely availability of their products.

Legal and Regulatory Compliance: Imperial Tobacco Australia strictly adheres to all legal and regulatory requirements governing the tobacco industry. They prioritize compliance to ensure the responsible and ethical operation of their business.

Competitive Analysis: Imperial Tobacco Australia faces competition from other tobacco companies within the Australian market. However, their strong market presence, reputation, and commitment to quality give them a competitive edge.

Strengths and Weaknesses: Imperial Tobacco Australia's strengths lie in their extensive product range, strong market presence, and commitment to quality. However, a potential weakness could be the ongoing challenges and regulations faced by the tobacco industry.

Conclusion and Recommendation: Overall, Imperial Tobacco Australia is a reputable company that offers a diverse range of high-quality tobacco products. Their commitment to customer service, sustainability, and innovation sets them apart in the industry. For smokers in Australia, Imperial Tobacco Australia is a reliable choice for their smoking needs.

How to file a complaint about Imperial Tobacco Australia?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register by providing the necessary details to create one.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Imperial Tobacco Australia. Make it specific and clear, such as "Incorrect Billing for Tobacco Products" or "Poor Customer Service at Imperial Tobacco."

4. Detailing the experience: In the complaint details section, thoroughly describe your experience. Include key areas such as product quality, customer service, pricing discrepancies, or any misleading information you may have received. Mention any specific products or services you are complaining about, and provide dates and locations if applicable. If you have had any transactions with the company, detail the nature of these transactions and any relevant communication or receipts. Clearly explain the issue you faced and the steps you have taken to resolve it, including any interaction with Imperial Tobacco Australia's customer service. Describe the company's response or lack thereof and the personal impact the issue has had on you, such as inconvenience, financial loss, or health concerns.

5. Attaching supporting documents: Attach any relevant documents or evidence that support your complaint, such as receipts, emails, or photos. Be cautious not to include sensitive personal information that could compromise your privacy.

6. Filing optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue. In the 'Desired Outcome' field, specify what resolution you are seeking from Imperial Tobacco Australia, whether it be a refund, an apology, or another form of rectification.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is true to the best of your knowledge and that your desired outcome is reasonable and clearly stated.

8. Submission process: After reviewing your complaint, click the 'Submit' button to officially file your complaint on ComplaintsBoard.com.

9. Post-Submission Actions: Keep an eye on your ComplaintsBoard.com account for any responses or updates regarding your complaint. Be prepared to engage in further communication if necessary to resolve your issue with Imperial Tobacco Australia.

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