Imperial Tobacco Australia
reviews and complaints

Hello my name is Jeremy Bullock and I bought a pack of tobacco from my local newsagent on blunder rd in oxley QLD 4075 on the 6th of may 2020. The issue I'm having with it is it does not smoke properly. I cannot get a decent drag from it. I am very disappointed in this product because tobacco is not cheap and I cannot afford to just go out and buy another pack

I bought the 25g pouch of tobacco on the 3rd of may and it's now the 4th of may at the BP on 395 Mulgrave road Cairns 4870. The tobacco is very dry and hard to smoke and pull apart. Other times I've bought it, it has a wet feeling to it but this time it is completely dried out and is only 1 day old. I bought the tobacco like this and am not very happy with my product I've received

26/04/20 approx 2pm I bought a pack of ups gold 40s. This is a regular brand I smoke every day. I smoke a pack a day and have smoked for over 25years, so you can say that I know when something is not right. The pack was sealed when I opened it. The smell of the smokes once the packet was opened was wrong. Had a very strong purfume/chemical/chlorine maybe smell. As soon as I lit the smoke it had a potent chemical taste that lingered in my mouth. Unlike I have never tasted before. This lasted through the entire smoke. Tried another and another and it was still there. I took the pack to a friend. They smelt it and tried it, they couldn't smoke it, the taste was that bad. Tried 3 more people who all said the same thing. The cigarettes had brown marks on them, almost like they had been wet then dried. Obviously reported all this to the store and they are contacting the cigarette rep first thing tomorrow and I tried the customer number and left my complaint and details.
I bought another pack of the same brand extra from a different store, the pack had a different serial number. I opened the pack in from of the shop lady. They smelt normal. I got the last to smell the new pack and the (what I can only assume) contaminated pack. They also confirmed that the smell of the packs were completely different! The number on The smokes are the same, so they are the correct smokes. Since I smoked some of the contaminated smokes, I have had a headache, nausea and a little funny in the head. That packet has been contaminated with some sort of chemical and it is not ok! The pack was completely sealed and it is all of the smokes in that packed, not just one. So could only happen during manufacturing. I have kept the rest of the pack so it can and I hope it will be tested because there is definitely something wrong with that batch! Serial number 926314:39

I have images but they are to large for here.

Hi guys been using ur papers for over 20 years last few months the quality has gotten worse they rip easy dont stick half the time no matter what I do there just gone to [censored] will start looking for new brands to try also have told shops I go to about the poor quality so they can inform customers b4 purchasing ur product when u have so many ppl out there that buy theses papers why change the way u make them and word of mouth is more harful to a business than any thing else plz let me know why the quality is a big thing any more to you ppl are ur custmores not important to u?

Hello I have been noticing lately that my 50g pouch seems smaller so I started weighing the product. The last three pouches have been between 1-2.4g under the 50g weight but today's pouch weighed only 46.1g. Is there an issue with the weighing system? The price of tobacco has become too high to acceptably loose this percentage of product. How can this problem be rectified? I don't want to switch brands but I also don't want to feel ripped off

Hi every time I buy a pouch I always find big chunks of uncut tobacco in them every single time! Feeling ripped off. Also the pouches are mostly underweight. The only reason I'm still buying your product is because its the only tobacco that doesn't give me major migraine headaches.. doesn't matter which smoke mart or supermarket I buy it from its the same big chunks and underweight.. see attached photo 5c piece included for size comparison. Cheers..

A 7cm piece of bark was found in my pouch. I have attached photos of this.

Todays date: 8 April 2020

I would like you to be aware of the issue with this batch as this is a rather large chunk and i had similar smaller chunks in my previous pouch.

It concerns me that we are paying for a specific weight of tobacco and not receiving this weight from your company due to these additions.

Good afternoon, I am usually not one to complain, BUT the amount of wood/bark that I have been getting in my pouch of ox (25g&50g) has been getting more and more every time I buy a pouch. I have been smoking ox for 21 years and the amount wood/bark is just disgraceful.
My contact number is [protected]
Looking forward to your call.

Thanks
Dan

I purchased a packet of Horizon 93mm blue today from my local smokemart. This is my normal brand and i endeavour to buy your brand every time i buy cigararettes. Unfortunately two of the cigarettes were squashed and really not usable. I have photographic evidence of this and am sorry to say this is not the first time this has occured. The Bar code is [protected].

Opened a packet of cigarettes to find a cigarette with holes in the paper and the end was missing a big chunk also the filter end of the cigarette had a hole making it impossible to smoke. I've never had a problem with this brand but this is disappointing. Considering we are in the midst of a global pandemic I am reluctant to leave my house and purchase more. Your attention to this matter would be greatly appreciated.

Thank you

In both packs damaged ciggies up to 6 cigarettes in each had holes in them- bought from local IGA and Coles-

Purchased White Ox 25g pouch CTC Mortdale 21 March 2020. Supposedly a premium product with price to match.
Pouch felt uncompacted and could easily fold pouch in two. When home, but BEFORE removed cellophane outer packaging I weighed it on highly accurate scales netting it off against the previous empty main pouch I had purchased 2 days previous (exactly identical pouches...same label warnings etc). Result..over 1 gram short ..but with with weight of cellophane outer factored in...short over 2 grams of actual (highly priced) tobacco.
Outrageous!
Phoned the retailer immediately and the arrogant response was basically..."too bad...we don't manufacture it, call the number on the pack.'
Not good enough CTC or Imperial Tobacco. . No refund was offered and the call was abruptly terminated by the retailer.
That response basically ignores consumer rights in Australia and confirms that this product is being knowingly sold underweight.
I assume Imperial Tobacco is aware of this issue & thus is engaged in knowingly ripping off their rusted on/addicted customer. How long have you been ripping off me/us in this way?
Get back to me on this promptly please. My next stop is the consumer protection authorities in Australia, then social media and/or every smoker I come across in the next decade or two...
Concerned
Russell

champion ruby bad taste, dry in pouch was unopened when i got it ... causes a sore throat ... black tobacco ...smoked champion for ten years this isnt the only pouch that has been terrible in the last year ...

I have gotten half a tobacco leave at the size of 4cm and Id like to get some sort of compensation out of it as I know it's not meant to be in there, my email address is [protected]@gmail.com if you could reply to this as soon as possible that would be appreciated, if there's no response on the email address my phone number is [protected], thanks.

Tobacco is an expensive product, despite health and governmental perspectives around smoking, this should not constitute poor quality.

JPS tobacco is extremely dry and flaky, so it burns at a fast pace and can be quite difficult to roll.

Where a 25gm pouch would often last a period of 4 days, a packet of JPS has only lasted for 2days. It's burns so quickly that you are left feeling you have only had half the rolled cigarette and therefore will often follow with another

Found a bunch of plastic like material shredded though the pouch. A couple of the smokes I have rolled have tasted horrible and we're really harsh. Not sure what it is but it is definitely not tabacoo. It is all through the pouch. I love this brand so hopefully this can be resolved.

I discovered a large chunk of hard black material in my tobacco. I have taken pictures of it. It's about 12mm long and 5mm wide, it has a ribbed texture on outer surface. It appears to be from inside a pipe and it is the largest chunk of black stuff I have found in tobacco. I think I may have smoked some of the smaller pieces before I discovered this large piece. I did not suffer any adverse reactions to it but I am not pleased with it.

I enjoy smoking it but just alot of woody bits in it. Would like this matter attend to as soon as possible. Don't really want to change. Enjoy it very much. Why is there alot of woody bits in the packet. Can this rectified.

Hi there, I'm not one to usually bother with this but tobacco is just to pricey not to unfortunately. Between myself and mum we smoke at least 4 25g a month and within the last 2 months... three have had such an off smell and the taste was so horrible, I've thrown them out they were that bad. I love capstan and don't wanna switch to anything but I can't keep throwing my money in the bin.

Hello I am witting in about the papers I have been buying are not sticking and unrolling apart while smoking, $1.60 I paid from Caltex service station for one packet, expensive but that is not the real issue here, annoying to have to mend you're cigarette paper, can't enjoy the smoke, is more frustrating then anything, i have changed papers for now