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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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3:35 am EDT
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Imperial Tobacco Australia Tobacco

Hello not sure what to say dont normally coplain, have smoked jps for years without a problem besides price, anyway the last 7 packets of rollies jps blue I have purchased in albany wa at the tobacco station but they have been of a noticeably lower quality with large wood or sticks and lots of powdery crumbs I wasnt able to smoke am thinking of changing brands but dont really want to change just wondering if it was a bad batch or something ok look forward to your response thankyou

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8:28 pm EDT

Imperial Tobacco Australia Foreign object found in the jps tobacco

I have been smoking jps red for the last 30 years! I purchased a pouch of tobacco in july, it tasted foul, sour and bitter! I just presumed it was a bad batch and continued to smoke the pack. Towards the end of the pack I found a large chunk of a black foriegn object along with tiny particles of the same! I immediately contacted imperial tobacco via the phone and lodged a complaint. They in turn sent me a pouch of tobacco as a replacement. I once again called and told them I was not interested in a replacement but needed to know what was it that I was smoking? I was advised to send the foriegn object to them for testing. Which I did. This happened all in early july. I even filled an online complaint which is still visible to the public along with picture of the black object! To date I have been chasing them non stop without a resolution!
The reason for this complaint is because since smoking the pack, I have developed a non stop cough and throat pain! In the last month I have been to the doctor on numerous occasions and they have finally diagnosed a lump in my throat that is 4cms by 4cms and a cluster of smaller ones! I was told by a specialist at the cancer hospital that is most likely throat cancer!
Please advise as my health seems to be going down hill and imperial tobacco have shown little or no consideration!
My intention is to sue them for the same!
Please advise!
Kind regards,
Clyde patrick magee
[protected]@live.com. Au
[protected]

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Harry Trickett
, US
Oct 07, 2020 8:50 pm EDT

Hey mate, I’ve just purchased champion ruby 25 gram pouch and only had 3 cigarettes as all 3 cigarettes have made me compulsorily vomit. I’ve been smoking the same pouch week in week out for 7 years now (also doubled in price) but my tabbacco is all black and wet. Not happy at all! I’ve had a bad cough for a few days now as I haven’t smoked much n if I did it was disgusting!

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3:59 pm EST
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Imperial Tobacco Australia White ox

In a 25gm pouch of white ox I bought from Coles Gosnells 6110 last week, I found 2 small shards of green glass. Photos below. The glass was inside the sealed pack so I assume it came from the manufacturer.
Thanks,

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6:30 am EDT
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Imperial Tobacco Australia 50g champion legendary ruby

I bought a pouch from my local bottle shop as I do regularly and I think it had been on the shelf for quite some time. As the tobacco was very dry old and it tasted quite foul. I got no nicotine buz from having a cigarette. As I usually do. I'm quite disappointed as I have been smoking this brand for about 5 years and paid a hefty 116$ for it. Regards jackson hine [protected] [protected]@gmail.com

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4:59 am EDT
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Imperial Tobacco Australia 50 gram white ox superior dark blend

Hi i've been smoking your white ox for 10years now and recently the quality has dropped dramatically as the price has gone up alot I pay $120 for a 50gram pouch to find that it is all mixed with un cut leaves, bark and stem I don't know why you have started not caring about your product and the quality in each packet before you sell it but I am not happy I would like something done about this please kind regards

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5:09 am EDT
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Imperial Tobacco Australia jps endless blue

There is a big stick in my packet of rolling tobacco. Seems the quality went down as the price went up. Very unhappy with both price and quality. I have been smoking this brand for 10years now. I can't afford tailor made so have opted for the rolling tobacco. Now both products are pretty much out of reach in the very close future. What will happen to your company when we all quit?. Bali can sell packs of 20 cigarettes for $2 australia. So why has our industry overpriced itself to a foreseeable demise... So much for the lucky country hey. What a joke.

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6:29 am EDT
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Imperial Tobacco Australia Unable to backup

Good afternoon,
I need to complain in regards to all the large wood tobacco within the pouches of the 25 grams endless blue. Within all packets, the Woody hard stems and branches are becoming more often.
I would like to be able to send it all back is at has nearly equaled the value of the 25 grams that comes in a pouch
This is only out of 4 pouches so far, such a huge waste of money
Some of the larger parts attached in the photo, this is what I have pulled out today

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Bettina not happy
, AU
Sep 18, 2020 5:10 am EDT

Just had the same thing. Unacceptable for the price we are paying.

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7:00 pm EDT
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Imperial Tobacco Australia White ox 50g and 25g tobacco

Hi my name is nick zambakides and I have being smoking white ox for many years. Have had problems with the quality and quantity of tobacco supplyed by imperial tobacco australia in the past, which too a point was replaced. But again I find myself dissatisfied with the last 3 or 4 pouches of 50 and 25g tobacco with,
1st the quality and
2nd the quantity of tobacco in each pouch.
I wish too have first of all the pouches replaced and second the problem rectified asap... As I do like the brand of tobacco.. But with the lasted price rises in the product each. I am finding its starting not too be worth it... Please I wish to resolve this quickly so I may move on. My email is [protected]@gmail.com
And address is 29 minns street east, seaton sa 5023. My num is [protected] I have attached a pic of the tobacco that I am finding is not up too standards in the 1x50g and 3x25g I have got in the last 3 weeks... I wait for your speedy reply and replacement. Thank you

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Update by Nickz
Oct 22, 2020 1:40 am EDT

Company resolved as complaint, as per the complainants instructions.. thank you

Update by Nickz
Oct 16, 2020 3:37 am EDT

Still not resolved ...thank you

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7:52 pm EDT
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Imperial Tobacco Australia 50gram pouch of white ox tobacco

Hi to who it may concern, I am writing this complaint as I have been a smoker of White Ox for 22 years. Your product is the only tobacco I consume. I have found recently while the price is going up the quality is going down. I have recently found very large pieces of bark and some pouches have been quite dry. Maybe if you could replace a pouch for a very loyal customer it would make it better. I do not think I am asking for much as I've said I have stuck with this one brand for 22 years and only recently have had issues. Thankyou for taking the time to read this. Yours Sincerely
Theresa Flynn

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Update by Theresa Flynn
Sep 04, 2020 7:54 pm EDT

Any help with this issue would be greatly appreciated. Thanks 😊

Update by Theresa Flynn
Sep 04, 2020 7:53 pm EDT

Please if you could respond to this complaint it would be greatly appreciated.

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6:16 am EDT
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Imperial Tobacco Australia jps gold 25 pack

Hi I purchased a pack of JPS Gold 25s on Monday the 31/08/2020 from Coles Taylors Hill Melbourne Victoria 3037.
When I tried to open my pack the clear cellefain Was very difficult to unwrap via the tab so I had to use a pair of scissors to gain entry to the product packaging.
I tried to open the pack via the top opening flap but couldn't?
Upon inspection I noticed that the flap which usually folds back onto the inside of the flip top hadn't been folded and was actually still connected to the internals of the packaging so using a knife to gain access to the product namely the cigarette.
I thought I should forward this information onto your company because had I have not been home I doubt I would have been able to open the packaging without destroying the packaging & quite possibly destroying the cigarettes inside. I replaced the packaging with a package I had previously.

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3:10 am EDT
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Imperial Tobacco Australia Riverstone 25 grams rolling tobacco

I have smoked imperial tobacco brands for over 5 years and mostly found your products to be of a high standard but recently have had 3 25gram packets that were under weight. One particular packet contained only 22.7 grams of tobacco. As this is priced as a premium product it should be expected the contents are at least very close to weight. I have also had another packet which contained two hard clumps of possibly stem which combines weighed 1.3 grams. I'm still believe you're tobacco is of a high standard but if the weight is off again I will be switching brands.

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1:53 am EDT
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Imperial Tobacco Australia jps eternal reds roll your own

I just pulled some tabacco out to roll a smoke and a little brown ball shaped object was in it about the size of a rabbit poo. I squeezed it and it turned to a fine dust with a very strong smell. That has made the tabacco have a wierd taste to it that just lingers in your mouth. I've been smoking this tabacco for at least 5 years. And I've put up with the slow gradual increase in the steam amount in the bags. But I'm struggling to live at the moment as it is and can't afford to have to buy another pouch of tabacco

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10:12 am EDT
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Imperial Tobacco Australia My complaint is about all the bark i’m accumulating and under weighing some of the pouches

For the last 4 years iv brought a 50gram pouch every 6 days. The last year the quality of the tobacco has dropped but the price keeps going up. Iv found long hairs in a pouch iv had a pouch that was crispy and stale and iv accumulated heaps of bark that isn't pleasant to smoke. With the price of tobacco these days it's just not acceptable. So for me to be happy I think I would like 4 50 gram pouches. Seeing iv been buying the product for over 4 years I don't think it's to much to ask for thanks.

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1:46 am EDT
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Imperial Tobacco Australia jps select hand stripped blend

Hi I finally found a tobacco that was affordable and was a decent product but now the 40g packet has been discontinued and I live in Queensland where the Law states the minimum weight is 25g Can be sold so can't get the 20g packet in Queensland and the red gold and blue is not nice product way too dry and tastes funny, Can you please either bring the 40g packet back or increase it to 25g so can be sold here very frustrating especially now with all plain packaging I've wasted hundreds of dollars trying out other tobaccos but none are as good as JPS select for the price
Thanks
Ps I also bought a packet about a year ago and was mouldy I let the tobacconist know and think he reported it back to supplier but I did not receive a refund it was a 40g packet of JPS select hand stripped blend can I please get a refund or replaced thank you

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8:44 pm EDT
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Imperial Tobacco Australia jps blue cigarette cartons of 35

Twice I have purchased a carton of the 35 packs of cigarettes and when I got home realised that the cartons were a pack short containing 5 instead of 6. The first time the carton was opened before I realised so could not prove my loss of a $45 Pack. When these cartons are packed as 5 the easy open strip is missing from the wrapping. On account that it has happened more than once to one buyer I would suggest that your production line has a fault.

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3:45 am EDT
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Imperial Tobacco Australia Horizon menthol tobacco - non menthol

This fortnight I have purchased my regular 7pkts of Horizon Menthol tobacco from the 3 local Smokemart stores. Out of the 7pkts only 3 were actually menthol tobacco, the other 4 were regular tobacco.
Its obviously a product problem as the packs were all purchased at different stores on different days, not all at once. Not sure whats going on but its definitely not good enough when paying almost $50 per 25g pouch.
I wasnt able to afford to replace the non-menthol pkts nor would the stores replace once it had been opened (especially so many pkts being dodgy), so had to smoke it or go without. And that so wasnt an option.
Refund, replacement I dont know what options I have, but please get your product back to what it should be.

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7:41 pm EDT
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Imperial Tobacco Australia 50 gram white ox tobacco

Hello I brought a 50 gram of white ox tabbaco and as I was rolling myself a cigarette there was it looks like rubber in the package I had just open it aswell.
Could u please replace this as i'm not paying almost 100 dollars an get this in my packaging I am really disappointed that us smoker pay 1000 of dollars for good tabbaco so I expected it to be good for the prices we pay. Thanks kind regards. Tam

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4:52 am EDT
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Imperial Tobacco Australia Legendary champion ruby

I bought a 50g of legendary champion ruby tobacco from the iga in ringwood north and the packet has all machine lines pressed on it and it was opened it looks like air was getting in from the machine lines and there was also no packaging with the tobacco I didn't realise till I got home because I had other shopping and the tobacco on the inside was

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Update by Marios P
Aug 20, 2020 10:22 pm EDT

Nothing has been done about this complaint after speaking to the complaints hotline

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1:40 am EDT
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Imperial Tobacco Australia Less cigarettes in packing of 25

Date Of Incident: 29th July 2020,
Client: JPS
Packet Name: JPS Crushball Blue (25)
Bought From: Coles Donacaster WestField, Victoria

Description:
I bought JPS Crushball Blue (25) pack from Coles Donacaster WestField, Victoria .
When i opened the Pack, I counted the Ciggretaes total was 23.
And Yes the packaging was sealed.

Usually, I dont count them but Today I saw the ciggirates were loose packed.
Which made me to count them.

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10:19 am EDT
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Imperial Tobacco Australia 25g white ox pouches

Hi, lately i've been getting big peices of tobacco way to big to roll into a smoke, it's frustrating me as I loose so much, it never use to be like this white ox is usually my 1 smoke but if I keep wasting all this money i'll have no choice but to change brands, maybe going back to the old white ox that tastes much better or some how replace what I can't roll at least please. This photo is only what bits i've got out of my 25g pouch in the last 12hrs.

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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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