Imperial Tobacco Australia
Reviews and Complaints

I have been smoking Parker&Simpson Gold 20's for over a year. Recently i was given a pack of Black Market smokes and in comparing them noticed that although they were the same length the Blck Mrkt smokes had a longer filter and no tobacco going down into the filter banding, and so thus less tobacco overall .08mm(.8cm) less after measuring. This gave me the habit of starting to measure and compare the smokes in each new pack of P&S and the Blck Mrkt brands. Well in the most recent pack of P&S purchased at Coles Endeavour Hills, i noticed the have changed. They previously had 6cm(60mm) of tobacco with .02mm inside the filter banding. They now have gone to having the longer filter (like the Blck Mrkt ones have) and no tobacco inside the filter banding, thus reducing the tobacco amount by .04mm approx in each cigarette.

So while prices are going continuously up, the manufacturers are slighly giving us Less Tobacco and more Filter. So they are no better than the Blck Mrkt ones anymore.. pretty disappointing way to treat customers, short changing us. Pic attached of the 2 different Parker & Simpsons from the last 2 packs.

Stems and dry tobacco, been smoking since I was 16 am now 54 and have called and left multiple messages on your 1800 number, complained to retailer who directed me to your 1800 number and all I get is a machine asking for details and then I get a message from your call centre software telling me to callback to receive a return call which i’ve done 100 times now or seems like that, if you work out what myself and family have spent on imperial tobacco products in my life it’s quite a lot of money and this my only complaint which doesn’t even warrant a discussion with a human being? Wrf, there’s no other product in the world that i’d have this issue with getting a call from a person.

Bought a 25 gram pouch from IGA as Woolworths has no stock
I usually buy 15 gram pouch but stock was a issue
I found black tar like balls in the tobacco pouch,was unable to smoke it and was disappointed
Usually the product is ok,but found that this pouch quality wasn't great

I purchased this tobacco on Saturday 7th December from IGA Montrose around 2.00pm

Thanks Pete mc

Hi,
I purchased a packed of 50gram Riverstone Premium Rum Blend from my local Woolworths on Friday 29/11/2024 and I opened it and it had so much chunks of thick hard bark like stem pieces through out the whole packet and black clumps that I thought just needed to be separated but it’s just hard black clumps that don’t smoke. I have been buying Riverstone for about 5 years and this is my first complaint and bad product I have received. I am extremely upset as the cost of tobacco is expensive and I have lost money on having a pouch that is not up to bare minimum standards and I would like to have somebody contact me and to be compensated i have taken pictures. Thank you

Regular customer of white ox tobacco, but the last few months, quality is absolutely rubbish, I am throwing out like sticks and bits of bark and hard lumps that just don't burn and when paying big money, definitely feel as if being taken advantage of and being sold lesser quality than normal, yeah, honestly not happy, last pouche was purchased from village tobacconist, Mt Gravatt Qld, I know the seller can't be blamed for the quality, as they don't manufacture and pack this product, seems they are lacking in quality control, which should be the most important thing they should be worried about and not just profit

I have been a dedicated white ox smoker for the last 39 years and I absolutely love it, the quality of the cut has for the most part always remained consistent, the smell and the flavour are like no other,I will be smoking white ox tobacco until the day I die but I have one major problem, I have always wanted a white ox lighter and white ox pouch to proudly show how much I love the tobacco, even a white ox shirt,watch or cap to proudly wear ,but I have not been able to find or source any white ox paraphernalia anywhere,please any help you can provide in finding such items would be forever appreciated ,

I recently bought a packet of L&B Red 20s from my local general store, Abbottsfield Road Store in Claremont Tasmania. Once home from my trip to the shop I opened my newly purchased packet of cigarettes, I lit one up and to my surprise halfway down the cigarette smoke stopped coming through the filter. I looked at the lit end and observed a thick chunk of tobacco struggling to burn through. I put it out and lit another in hopes of a different outcome, but no. I didn't get a different outcome. I got another chunky cigarette. And one after the other I got chunky cigarettes from that whole pack. I disregarded the matter however thinking it would just be a one off incident. But again, I was wrong. The next packet I bought from the same place was the exact same as the previous one. I buy these cigarettes because they are the cheapest option at my general store and I don't have the money to buy more expensive brands. I have been a L&B customer for over a year now, and I refuse to not be compensated for my two terrible packs. They were both Lambert and Butler Red 20s.

On the 5/06/2024 at 5:08 pm I purchased this brand of cigarettes to have come across chunks of tobacco big thick chunks in some of them I haven't been able to smoke fully and I'm hoping I dont find any more as so far it's been half a packet I purchased from Woolworths blackwood I'm not a very happy customer as it's happened a few times but I've been letting it slide

so iv been smoking horizon blue since 2020 . and on Sunday the 19th of may around 6pm, my partner went to the closest tobacconist that was opened (logan vape and tobacoo) ,as I was running low on tobacco. anyways I didn't open the smokes till Monday morning and the tobacco was so dry! it was dry like the quality of jbs tobacco that is how dry it was. so around 2pm 20th of may, I went back to the same tobacconist hoping they'd give me a refund or another packet but they couldn't because I had opened the smokes, I told the guy to feel the tobacco because it was so dry and that i hadnt smoked them because i refuse to. he said to come back at 5pm when the manager would be there and to let the manager know. I could not go back at 5pm because my partner had the car at that time for work. so because I couldn't get a refund at 2pm when I went in, I decided to just buy another packet because I was not going to be smoking this dry pack of tobacco. anyways this was a mistake buying another pack of horizon blue from this tobacconist for the 2nd time! because the tobacco was so dry again! so for the past 4days I have been trying to get in contact with imperial tobacco, but they either can't hear me, they answer the phone and then hang up, or my call just doesn't get through! which is really frustrating! iv spent $110 on dry tobacco that is harsh, I can't even finish a full smoke without needing a drink & coughing up phlegm! I'm not sure if its just this batch of tobacco that this store is selling or not but i am actually really disappointed . tobacco isn't cheap and this is not the quality of tobacco that I paid for! I won't be supplying a photo of the dry tobacco because I'm not sure how you can prove that it is really dry from a photo? but I will supply screenshots of the many attempts to contact imperial tobacco . also I don't think that alot of people know that they can actually complain about the quality of their tobacco. I came across this complaints board by accident. so im hoping something actually gets resolved. thankyou!

There’s too many bits of bark in my white ox 50 g pouch, it’s the 3rd pouch in a row, it makes for a uneven burn and often a lot of waste and foul smoke flavour. I hope you can rectify this because I’m an avid white ox enthusiast and enjoy the smoke when there’s not bits of bark and round hard disks of stem in my pouch. I’m hoping this will be resolved as I’m wasting a lot of tobacco bits picking them out and ultimately losing out on weight from my 50g pouches

Yes, hello I’ve been smoking these cigarettes for many many years. They’re my favorite cigarettes and I only get to buy them once every fortnight because of the price they’re double the actual pack of cigarettes that I can get a menthol cigarette at, but they’re my favorite yet when I go to buy them this fortnight there, not the same by the say the least they menthol in them is is non-existent and the secret bones twice as quick before I could put it down and the cigarette would not burn at all and I could light it up three times and would be like I’ve had a cigarette three times over. I’m so disappointed I pay $41.50 for this pack of cigarettes which I get to enjoy once every fortnight or twice maybe if I’m lucky because of the price of them and now I can’t even enjoy this. I have just finished a pack of 20s and I have never been so disappointed and never felt so sick after smoking each cigarette.

Hi my name is Adam Lyddieth I wrote in last year regarding black tar like substances found in my champion ruby rolling tobacco.

I recently purchased a packet on the 4th March, where I found, said like item again.

As per the customer relations member, who spoke to me via her phone call, I was instructed to take a photo of the item in question, as well as the serial number of the packet.

I've followed procedure & have supplied a photo for your consideration.

Please refer to attached photo.

Kind regards Adam Lyddieth

Hi there,

I am writing to complain about the fact that your company are clearly allowing the government to interfere with the quality of the tobacco you produce in this country.

You are charging absolute premium amounts and not delivering in the product which we are paying good money for.

If you want to stop people smoking your tobacco you should stop producing and selling it outright because doing what you most obviously are to it is nothing short of THEFT and deception of your loyal customer base.

If you do not get your [censored] together I will inform all of your customer base of what you are doing and I am sure they will have grounds to reclaim their hard earned money wasted on your poor quality product.

There is absolutely no consistency in your products and it is obvious to your more intelligent consumers that this is the case.

What is being done is clearly illegal.

Bought a pouch from x convenience at golden grove at 1145 am on the 10th of February they didn't have my usual 50 gram so had to get 40 gramopened the plastic today to roll a smoke and its as dry as paper tastes horrible and burns my throat while inhaling. The quality is horrible even though the prices are higher than ever went to get my money back or a fresh pouch and they told me to complain to you so here I am

For the second pouch of Jps abundant gold tobacco in a row I have bought the seam in the corner has failed to have sealed resulting in tobacco spilling out everywhere.

I purchased them around the 24th January from Foodworks in Dalwallinu W.A. 6609.

Since then a third pouch the same thing has happened.

Steve Brindley

steve.[protected]@westnet.com.au

[protected]

Date: sat 27 January 2024 Time: 5:29pm

Hi my name is Serdar and I'm a person that loves smoking white ox because of the taste and smell and the wetness that it has. I'm a centrelink customer and on newstart allowance and spend close to all my money just on white ox but lately I have been having a very bad experience on the tabbacco that I have been getting. Their has been alot of bark and alot of dryness to the tabbacco which is making me very upset to the point where I had to make a complaint because I feel like I'm getting robbed for my money. The picture that I have uploaded is nothing compared to the amounts of bark I have encountered in my other packets that I have bought. What you see in the photo is just from the top half of my new packet I just bought. If this could be taken into serious consideration that would be mostly appreciated.

Thanks.

Kind regards: Serdar. E

My contact is:

Email [protected]@yahoo.com

Ph [protected]

I only smoke Horizon White and am possibly the only person in our small town that does. I believe our local IGA orders them with me in mind.

The last packet purchased I found impossible to keep lit and they did not seem to burn properly. I had to drag very hard to even get any satisfaction. I do know and understand Australian safety standard Trade Practices (Consumer Product Safety Standard) (Reduced Fire Risk Cigarettes) Regulations 2008 (Reduced Fire Risk Standard) and I have experienced when this happens, but these cigarettes are doing something completely different.

When I purchased my next packet these cigarettes were exactly the same, if not worse. From this second packet I have 3 half smoked cigarettes. I have attached a picture (the quality is so bad I’m not sure picture is the correct word). There was discoloration around the holes in the filter and the cigarette had unusual burn patterns on the outside.

The number on the bottom of the packets:

1. 3F15KQA 1109

2. 3F15KQA 1214

With the cost of cigarettes I need to get satisfaction from the product and that has not been the case with these last two packets.

Regards

Jane Jones

I have smoked this brand of tobacco for over 40 years and I am displeased to say at this point in time the quality of the product is disgusting.

It has no resemblance to the tobacco of the past in colour, smell and smoking with amounts of uncut leaf and tar blobs.

The packaging change is woeful, no long generous strands anymore.

Sadly time to change brands I think.

bought from the friendly grocer in jubilee pocket for aprox $60, i don't usually have a brand i stick to i just get whatever is cheapest, the jps abundant gold was cheapest at this store. The tobacco is very very dry, if i try to roll a smoke any wind causes it it to go everywhere, (as seen in video) never seen anything Like it, been smoking for a good 20 plus years now. This tobacco is unusable. how do i get this rectified?

So i have found with these smokes every packet i buy theres at least five smokes that split and snap at the filter whilst trying to smoke them. I buy these from coles or woolies and they are $41 very expensive smokes to lose at least 5 smokes every packet. So every pack im losing about $8.20 and this has happened all year. A packet of 25 last's me 2 days.

I purchased this 50g packet of Champion Legend Ruby rolling tobacco from Coles on the 24th of November 2023 and have come across multiple clumps of tar-like substance throughout the pouch. These are black tar type substances that have pieces of tobacco sticking to it. I do not believe you can or should smoke these clumps. I have the receipt from this purchase.