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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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Newest Imperial Tobacco Australia reviews & complaints

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8:03 am EDT
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Imperial Tobacco Australia Drum fresh menthol tobacco

I bought a pouch of tobacco from on the run in port Augusta a few days ago. I didn’t open it until today, the tobacco is very very dry and very dark, almost black. I rolled one and tried it, it is not even smokable! At more than 120 dollars a pop I do expect to get what I pay for and you guys really need to do better. I have smoked this brand for many years and only ever had a few problems with dry tobacco but that has been fine. This is no good for anything but the bin. I’m really quite cranky about this! You need to do better!

Desired outcome: I would appreciate a replacement pouch.

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9:26 pm EDT
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Imperial Tobacco Australia JPS red firm filter 25

We bought a packet of cigarettes from freedom service station at 32 Vaux Street Laidley and there was only 18 cigarettes in the packet and an apple air tag in the packet. We didn't realise there was anything wrong at the time as it was late at night and only realises something was strange this morning when we opened the packet. The serial number of the packet is [protected]. It was purchased roughly between 8:30pm to 9pm. We would also like a address to return the Apple Air Tag as there is a label on it.

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7:52 pm EDT
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Imperial Tobacco Australia Jps eternal red 15 gram tobacco pouch

I keep finding large bits of bark in my tobacco, I have been using your products for over 20 years and in the last 4 years I keep finding large bits of bark in your jps eternal red tobacco, I want it to stop as I can't smoke the bark so it is costing me money for nothing.

This I find is unfair and I want the bark to stop appearing in the products I purchase.

Also so compensation for the 4 years of bark in my pouches wouldn't go astray.

Desired outcome: For bark to stop being in the tobacco products you sell

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4:22 pm EDT
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Imperial Tobacco Australia Horizon Blue Roll Your Own Tobacco 25g

I have submitted a complaint about this a while ago - thought the issue had been resolved however, my husband bought another 25g pouch from our local TSG tobacconist in Macksville NSW yesterday (29/09/2023) and the tobacco is dry. It feels really crispy to touch & isn’t ideal to roll. At $64.95 a packet - I’m pissed off & quite frankly, at such a price, I expect quality. I notice that the packet isn’t in the new “zip-lock” pouch - rather the old “original” pouch, not sure if they are using old stock or if it is even genuine Horizon tobacco. Really, really disappointed.

Desired outcome: Replacement & resolution of this issue for everyone’s sake.

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6:08 pm EDT
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Imperial Tobacco Australia - Parker & simpson red 20's

I purchase a packet of p&s red 20's almost every day of the week, and normally experience no issues. I feel that for the price consumers pay for tobacco products, we should atleast be guarenteed to receive quality products free from imperfections and damages. I was quite annoyed to discover while removing a cigarette from the packet that it had quite a...

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2:25 pm EDT
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Imperial Tobacco Australia Choice endless blue tobacco

Hi I bought 2 pouches of choice blue 50 gram pouches and to my shock it was some of the worst Rolling tobacco I have ever come across.

it did not even need to be pulled apart not moist enough or even look like Rolling tobacco it was so hard to roll I had to buy a machine to roll a smoke I was constantly dropping tobacco out Rolling them .

I have been a loyal customer buying your normal packets of smokes now changed to Rolling my own my email is [protected]@gmail.com and phone number is [protected]

Desired outcome: I would like you to look into quality control and replace the pouches I brought I get paid fortnightly and brought 2 pouches and because of quality I have dropped so much I now have to roll them out side of my house . Thanks

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4:53 am EDT
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Imperial Tobacco Australia White ox

I'm Peter Michel I'm writing again on behalf of my mum Denise Michel and I don't consider this matter resolved ! I didn't even get a response to give to mum !

I'll write my mothers complaint on paper mail it in personally so I can be satisfied she receives at least a reply but a resolution ...

I'm not the best with technology either so again our address is 25 Newstead crs Parmelia 6167 WA if you want to respond to her and be reassessed she will receive a response in writing . Thank you

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1:19 am EDT
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Imperial Tobacco Australia JPS Abundant Gold 15g

I purchased a pouch of tobacco on 11th September 2023 after opening the pouch it was a lot more dry than it usually is and is harsh to smoke. I called the number on the packet and they took all my information and told me that they will send a reply payed envelope to send the tobacco to them and if it qualified for a replacement they will send me one. The problem is I can't afford to do that I'm forced to smoke this tobacco even know it's not enjoyable. What if it didn't qualify for a replacement I would be out of a pouch. Was happy to send photos but can't afford to lose a full pouch. I won't be buying from imperial tobacco again, they have lost a customer after many years using there products.

Desired outcome: Refund or replacement

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Update by Rustdroid
Sep 13, 2023 12:46 am EDT

I have called the number I am waiting for a email so i can send photo of my ID and the batch number.

Update by Rustdroid
Sep 12, 2023 1:32 am EDT

Photo of the dry tobacco

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5:32 am EDT
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Imperial Tobacco Australia Parker and Simpson Cigarettes

I purchased a packet of Parker and Simpson Gold + Firm Touch Filter (40pk) from the BP On The Run Service Station in Broadview South Australia, today the 11/9/2023 at approximately 4.45pm. Upon opening the packet (sealed in the usual manner) I have noticed that the packet has been under filled containing 38 instead of the normal 40. I have taken a photograph of the packet as evidence of this. The printed code on the bottom of the packet is 3C30JQB 1910.

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2:40 am EDT
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Imperial Tobacco Australia - Severe customer dissatisfaction: withholding of purchased white ox tobacco and failure to provide refund or replacement

Executive Summary I am writing this formal complaint as a severely dissatisfied customer who recently purchased White Ox tobacco from the King of the Pack and Rockdale stores. Upon opening the product, the aroma indicated a subpar, possibly counterfeit, quality. The handling of the issue by your shop attendants was inadequate and dismissive. Immediate...

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10:19 am EDT
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Imperial Tobacco Australia Peter styvesant classic blue 20 packet

Product complaint for fault of the filter came off. I had just bought a packet of Peter styvesant classic blue 20 pack when the first cigarette I pulled from the packet the filter just popped off the cigarette leaving a clean and perfect cut as thought it was never attached. That it slipped or dislodged upon pulling and it is not acceptable for the amount of money it cost to smoke let alone an brand that is pricier then most others to do that. Not that any cigarette should do that. I am autistic and to why I happen to be particular over the cigarette brand I smoke to why I keep buying them. I have been smoking since I was teen and not once before has that ever happened to me. That I'm down a cigarette when to be honest with you, I can't really afford financially to smoke so it is a big deal to me and does annoy me to why I have sent my complaint.

Desired outcome: I would like at least 1 packet to make up for my loss. I would really like a carton though as it would make my day.Kate McCaffrey36 Victoria Street Windsor, VIC, 3181mcc.[protected]@outlook.com

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7:08 pm EDT
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Imperial Tobacco Australia 25 gram riverstone rum

I have been purchasing Riverstobe Rum RYO tobacco for a while now and the last 4 pouches i have purchased have had hard clumps of black stuff in the pouches. I am not happy with the decline in quality of this product. I am sure your quality control systems are adequate but this 4 pouches I am sure along with other have seemed to slip through unchecked.

Desired outcome: Due to the cost of the product I would like to be reimbursed.

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Update by Claire Josey
Sep 15, 2023 4:37 am EDT

This is not resolved and I think you should be removing the RESOLVED. I only received your email today and am still experiencing POOR QUALITY with your product and you only give a short amount of time for people to reply.

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12:31 am EDT
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Imperial Tobacco Australia White ox

I'm writing this on behalf of my mum as she's unable, her name is Denise Michel of 25 Newstead crs Parmelia 6167 mum now being in her 60's has religiously smoked a 50gram pouch a week and sometimes runs out and buys a 25 gram and this is since I remember as a young boy I'm now 41 but she is deverstated and considering changing to those cheap brands because she's a pensioner and of what she calls the chunks she can't smoke she will be deverstated to swap because she really does only like White ox

Desired outcome: Could you please just reassure her that the problem of unsmokable bits is being fixed , she really does enjoy them , I've tried to upload a photo but my phone is poor quality and won't work

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1:06 am EDT
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Imperial Tobacco Australia jps 25gram pouch

Okay so iv been smoking for a number of years, always Jps red roll your own , now the last 3 pouches I have bought including the one I just purchased today 16-08-2023 are extremely dryer then usual, I know jps are ussually more dry then they are moist but it acctually feels so stale, they cost a lot of money tax wise, so I do expect the product to be consistently good quality

Desired outcome: I’d appreciate a response and Mabey either a refund or to be compensated with a new pouch or 2 please.

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6:43 am EDT
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Imperial Tobacco Australia Packaging and quality

I have been smoking White Ox for 53 years . The quality of the tobacco has seriously declined in the last decade . There is chunk logs that are not smokable which makes me certain that they are there simply to make “the weight” legitimate.. and the new packaging with the wrap around covering and “ziplock” feature is disastrous for any man with large hands … I can’t fit my papers, filters , let alone my hands in this packet…

Lift your game Mr White Ox because the cost of smoking versus the convenience of having a satisfying smoke is getting beyond a joke …

Money ain’t everything and if you keep this up you’re going to lose me ; along with many others that I know; as a customer

Desired outcome: Fix your packaging AND the quality of your tobacco

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7:06 pm EDT
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Imperial Tobacco Australia Imperial tobacco company

I recently bought Imperial White Ox 50g from Coles at Moonee Plaza Coffsharbour 2450 on 27/7/2023 and in the pack was a lot of what looks like stem. I’ve been buying White Oz for over 25 years and never seen this amount before. As a premium tobacco that is more expensive I excepted better. Please can u help me resolve this matter as not sure what else to do.

Kind Regards

Shannon Hastie

Desired outcome: For Imperial Tobacco Management to decide

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7:38 pm EDT
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Imperial Tobacco Australia Jps real red superkings

I bought a pack of John players jps as opened it to have a cigarette I pulled out my first cigarette tofind it was broken right at the bottom ring. I pulled out another one same again the filter came away from the tobacco it seems to be a faulty pack as u continue to check my cigarettes half of them are broken and unable to smoke. I'm ashamed of you 12.50 for a packet of cigarette u can't even smoke.. seems they have been tamperd with and fear to smoke the rest of the packet will send pictures and packet along with the complaint

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Update by Janet O'Brien x
Jul 21, 2023 10:01 am EDT

Can u give me the number as a can't find it x

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Imperial Tobacco Australia White-ox tobacco 50 gram pouch

Hi there, I have been a White-ox smoker for over 30 years now & have always purchased the 50 gram pouch of the tobacco. White-ox pouches upon purchase are consistently well packed, nicely presented & of course its my choice of tobacco over many years. Never have I been disappointed after purchasing any of the 1000's of pouches I've now purchased through my years as a White-ox consumer, until this most recent pouch I've just 2 days ago purchased & from my usual retailer aswell.

I opened this pouch & as per routine began pre-rolling approximately 100 smokes, which often last me at least 2-3 days. Unfortunately & much to my surprise I found myself removing what I can only describe as a massive excess of thick bark like material which to be honest is a rare sight in the White-ox pouches I've had. I figured perhaps it was just a stroke of bad luck, however I kept getting more & more as I rolled my smokes. Before long it reached a point where I actually decided to make the effort to get up & actually weigh all this bark like substance. To my absolute amazement in all there was 8.4 grams total in this 50 gram pouch. I was truly shocked & also disappointed too. I mean of all the brands out there these days I have always remained with White-ox. It's not exactly cheap either especially post covid days & on top of the huge rise in the cost of living.

Desired outcome: a refund of the cost price ($122.85)Aus $$ or a replacement pouch (50 gram) & a reply so i know my issue has been received. Please email a response to me on the following email address. [protected]@yahoo.com

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Imperial Tobacco Australia A parker and simpson packet I recently brought with an unknown object inside the cigarette

Hey I just wanted to inform you about a packet I recently brought from a Woolworths a parker and Simpson packet with soem unknown object inside of the smoke it’s self I buy smokes and I ripp the tobacco out and use it for rollies bcox I don’t like rollie taste anyways I found something about half way through the smoke as I was getting the tobacco out I have the contents of the smoke that I found and have if you’d like it to be sent I’m not sure what to actually do or who to contact so thought this may be the way to go I’d like to get an email or call upto you my email is [protected]@hotmail.com and my number is [protected] my name is Logan moriarty and I’m 34 in teh Campbelltown area I have the packet and I have the object I found so if someone could help me I’d be muchly appreciated with a response thank you iv sent you a video of the packet and what I found inside thanks

Desired outcome: I’m not actually sure iv never complained about something like this but I’d like to be emailed or called for some help thank u

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Imperial Tobacco Australia White ox 50g imperial tobacco

To whom it may concern,

I have been smoking your imperial white tobacco since 1993,

I’ve regularly noticed a lot of stem/bark

Among the tobacco I’ve recently purchased from coles supermarket at moonee beach 2450 NSW

I’ve taken photo of what I’ve separated from the tobacco in the last pouch I purchased,

Could you please inform me of what can be done about this matter please

Yours sincerely,

Bradley.J.Want

Email to:- [protected]@hotmail.com

Desired outcome: Refund or replacement would be appreciated

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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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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.

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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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