The complaint has been investigated and
resolved to the customer's satisfaction
Resolved
Imperial tobaccowhite ox tobacco

S Mar 12, 2019
This review was posted by
a verified customer
Verified customer
Review updated:

I've only been smoking white ox for the past 3 years and have noticed more and more the amount of bark I'm getting in my pouch and sometimes the tobacco seems to still be wet... I also feel that sometimes when buying a 25g pouch it's not the right weight they seem to be smaller can anyone help with who I can contact about this as I feel it's not right

white ox tobacco

RESOLVED

The complaint has been investigated and resolved to the customer's satisfaction.

  • Updated by Vicki Hester · Dec 30, 2019

    Attached pic

    Comments

  • Imperial Tobacco Australia's response · Mar 17, 2019

    At Imperial Tobacco Australia we take consumers’ concerns about the quality of our products particularly seriously. We see from what you have written above that you have had a less than ideal experience with one of our products. We invite you to contact our Customer Response Centre on [protected] to have your experience recorded so that any production problem can be identified and dealt with swiftly and appropriately.

Responses

  • Sk
    Skyeby Feb 03, 2020
    This comment was posted by
    a verified customer
    Verified customer

    Found this chunk of tobacco in my pouch today only just got it from Foodworks not impressed... Never had a problem before this and would like something to be done thank you...

    Comments

    0 Votes
  • Ki
    Kimxxxx Feb 01, 2020

    Absolutely disgusted to find hard black nuggets throughout my tobacco today, presuming it's some kind of manure used in the growing process. Stomach churning revulsion actually. Not happy. Please see accompanying photo.

    Comments

    0 Votes
  • Ch
    Chookie Jan 27, 2020
    This comment was posted by
    a verified customer
    Verified customer

    I a packet I bought yesterday at Coles Westfield in Geelong. I have just tried to smoke my 3rd dud cigarette. The paper seam not sealed properly. As 1 cigarette costs more than $1, what a waste. I will attach photos.
    Regards
    Liz Egan

    Comments
    Comments
    Comments
    Comments

    0 Votes
  • Ra
    Rachael wood Jan 18, 2020

    Doesn't weigh correctly and so many stems. Been buying for a long time.

    0 Votes
  • Ma
    madman123 Jan 12, 2020

    what is up with this [censored] you put in your tobacco. the majority of it is un smokabel eg. sticks and uncut leafs. for a price of 90 to 100 dollars a pouch in Australia, you would expect every pouch to be top quality every time.

    0 Votes
  • Ka
    Katrina Shailer Jan 07, 2020
    This comment was posted by
    a verified customer
    Verified customer

    I made a complaint way back om the 13/8/19 and ive not heard from any one regarding my complaint my email is [email protected] please contact me Katrina.
    The white ox pouch and large pieces of bark through it, and am quite annoyed that we pay so much for a pouch and its full of large pieces of bark i sent photos with my last complaint.

    0 Votes
  • An
    Annelw Jan 07, 2020

    Hello,

    Please see attached photo of tobacco not chopped in the pouch that I purchased. Normally I have no issues with the riverstone brand however it appears this is a bad batch. It would be appreciated if this could be replaced.

    Thanks
    Anne

    Comments

    0 Votes
  • Vi
    Vicki Hester Jan 05, 2020
    This comment was posted by
    a verified customer
    Verified customer

    Bought a packet of 25's blue needed a degree to open them up, had to resort to ripping the top off and noticed pack is double or triple packed, can not put into another pack as I have none so hopefully none are going to be ruined as there is no lid now. Have attached photos
    Not really impressed

    0 Votes
  • Ke
    Kevin190684 Jan 01, 2020

    I am chunks and big leaves in my tobacco. I enjoy smoking riverstone.

    Comments

    0 Votes
  • Ny
    Nyrradi Jan 01, 2020
    This comment was posted by
    a verified customer
    Verified customer

    Regularly finding leaves and stems in my tabacco which is rude considering the ever rising cost and the quality downgrade.

    This is what I've found in one packet

    0 Votes
  • De
    Debgraham Dec 28, 2019
    This comment was posted by
    a verified customer
    Verified customer

    Good Morning, I purchase a carton of JPS Superking Methols each week from my local Woolworths store in Beaudesert Queensland Australia. Last week I purchased a carton and so fat 2 packets from the carton are not menthol. I paid just on $295.00 for the carton and I am very disappointed as this product is not cheap. Thought you like the feedback.

    0 Votes
  • Rp
    Rplum Dec 18, 2019

    Terrible flavour taste like [censored] and isn't even rollable bloody disgrace it isn't great it's the worst tobacco I've smoked in 5 years Peter Jackson and river stone rum are better tobacco

    0 Votes
  • Gr
    Grindking666 Dec 15, 2019

    I have just bought a new pouch of champion ruby 50g and it contains large pieces of uncut tobacco. Pieces unable to be smoked. As I have just spent $100 on the product I would expect better. Is there anyways to fix this issue as it has happened multiple times now with sticks and other debris, ect.

    Cheers, Connor

    0 Votes
  • AmeliaRileyAus85 Dec 14, 2019
    This comment was posted by
    a verified customer
    Verified customer

    The orange filter part of my cigarette is ripped and two rough on your lip to smoke not happy considering the cost of cigarettes these days so being down a smoke from my packet was not good. This isn't actually the first time it is happened to me either this is why I'm taking the action to complain this time around bought at parabanks smoke shop

    0 Votes
  • Ri
    Riverstone smoker Nov 30, 2019

    Keep getting big chunks of wood in my pouches its ridiculous the amount in some pouches

    0 Votes
  • Si
    Simon81 Nov 24, 2019

    I brought a 35g pouch of riverstone tobacco and ther was a big leaf In there as in the picture

    0 Votes
  • Je
    Jesslazz Nov 14, 2019
    This comment was posted by
    a verified customer
    Verified customer

    I thought I'd try this brand of Tabacco and I find this in my pouch? Very disappointed since smoke prices have gone up you'd think you would get this in it. New pouch would be great.

    0 Votes
  • Jh
    Jhemi6969 Nov 10, 2019

    I opened my pouch and used about a quarter of it and come to black clumps of goo

    0 Votes
  • Zo
    ZoeDys97 Nov 09, 2019

    Found this in my Parker & Simpson Blue 25gm pouch (rolling tobacco) wasn't very impressed with it.
    I didn't feel like it should've been included in the tobacco as you cannot till that into a smoke.
    I have had smaller pieces and it hasn't bothered me but this is far too big to not say something and report it as a complaint.

    0 Votes
  • Sa
    SandraChap1990 Nov 03, 2019

    I bought a packet of Parker and Simpson Blue 40's. One of the cigarettes had ink leaked all over it I'm assuming from when the numbers were printed on the cigarette.

    0 Votes
  • Jo
    Jordan Featon Nov 03, 2019

    Found an unkown substantance in my pouch

    0 Votes
  • Le
    Leethal Oct 27, 2019
    This comment was posted by
    a verified customer
    Verified customer

    I purchased a packet of Drum menthol 50g at our local Coles supermarket in Maiden Gully, Bendigo.
    Approx 1/3 of the packet was a hard solid substance (see below photo)
    When we are being charged $95.00 a packet, I would hope that this could be rectified and would like compensation please.
    Receipt for purchase in photo.

    Thanks,
    Lee

    0 Votes
  • Wi
    william bward Oct 17, 2019
    This comment was posted by
    a verified customer
    Verified customer

    Got this pouch yesterday and it's so dry it crumbles I paid near $40 for 25 gram the taste is horrible.. Its really dissatisfied me as a customer.. Can u please help me fix this problem.. Its messed up pay so much for smokes for it to be rubbish

    0 Votes
  • An
    Andygor88 Oct 15, 2019
    This comment was posted by
    a verified customer
    Verified customer

    Found this leaf in my pack of tobacco, it is unable to be smoked. I paid for this product, and you have delivered a product that is not up to standard.

    0 Votes
  • Ja
    Jacqui Mason-Stampa Sep 15, 2019
    This comment was posted by
    a verified customer
    Verified customer

    I have taken a video of the last 3 25gm tobacco I have bought and the bark I've gotten off them . I only started to collect it cos I noticed every Pouch buy is the same . It's too expensive. I purchased hem from my local Woolworths at mayfield. NSW. 2304.
    I'd like some
    Sort of replacement please.
    Jacqueline Stampa.

    0 Votes
  • Li
    Liz08 Sep 15, 2019

    On one of my ciggerettes it looks like the paper around the butt is coming off but it's actually a extra bit thats flapping

    0 Votes
  • Ho
    Holly Townsend Sep 01, 2019
    This comment was posted by
    a verified customer
    Verified customer

    I purchased a 25 gram pouch of loose tobacco from a smoke shop in broadmeadows shopping centre 3 days ago. There are pieces of solid leaf throughout the entire pouch, we threw away a fair bit before I came across this monster and decided to find out how to contact you. We've never had issues before and aren't sure what to do about it?? Thank you.

    0 Votes
  • Jo
    Joshhpatchh Aug 21, 2019

    Loll I'm not a person to complain about anything money is no issue... in just saying if I was someone else less fortune then me then I'd be upset as f... it's just not good enough.. we all pay alot for your product..cumon guys help us out. Its crap

    0 Votes
  • Ka
    Katrina Shailer Aug 19, 2019
    This comment was posted by
    a verified customer
    Verified customer

    I bought a 50gram pouch and had lots of bark looking substance in it. I've bought this for many years and have not had this problem before. I have attached photos

    1 Votes
  • Ja
    JakeOx Aug 04, 2019
    This comment was posted by
    a verified customer
    Verified customer

    I've noticed of late that packaging is not properly perforated either the plastic seal has no load table end or the cardboard lid is sealed & I need to use a craft knife to open the pack.
    Also, as the cigarette burns down the end drops off. This has lead to burning pants, seats, head flying out the window & dropping in my lap while driving

    0 Votes
  • Jo
    Jordanbev Aug 04, 2019
    This comment was posted by
    a verified customer
    Verified customer

    I recently purchased a winfield blue 20 gram pouch of tobacco from my local tobacconist when I got home and opened it I noticed straight away that it is it is extremely dry And doesn't feel right and also is not very nice to smoke I am not happy with the product and would like a replacement yours sincerely jordan

    0 Votes
  • Wi
    [email protected] Jul 21, 2019
    This comment was posted by
    a verified customer
    Verified customer

    Recently when I have brought packet of jps superkings menthol all I'm finding is broken smokes or smokes without a filter or they are crushed this is the only brand I smoke I even tried different shops and still same issue rally disappointed and annoyed at this the packet is damaged just the smokes inside

    0 Votes
  • Ek
    EkalaGrieve Jul 20, 2019

    I've brought a packet of JPD Red 40s.Batch Number 527309:07 and Every single smoke has Brown markings on them like they have been wet. They taste very moldy and not nice to smoke at all.

    0 Votes
  • Cb
    cbeattie Jun 29, 2019
    This comment was posted by
    a verified customer
    Verified customer

    Bought a Carton of Parker and Simpson Blue + Firm Touch Filter. Two packets within the Carton where empty. Packet number 908521:31 and 908521:31. The rest of the Carton was fine.

    0 Votes
  • Ph
    PhilDip80 Jun 24, 2019
    This comment was posted by
    a verified customer
    Verified customer

    For the past few months I have been finding large chunks of bark like pieces in every pouch I have bought which is creating a lot of unusable product and wastage I am unhappy with the amount of unusable product I am fine ding in these pouches of tobacco.

    0 Votes
  • Ca
    Caztas Jun 18, 2019
    This comment was posted by
    a verified customer
    Verified customer

    Purchased a pack of JPS tobacco from Lilydale, IGA, Tasmania. I opened the plastic wrapper. Tobacco fell out. The packet had a one inch hole in the seam. Tobacco was dry. It is expensive to buy tobacco, so I'd expect a good product. Not a dry tobacco that I had to put some orange skin in the pack to add some moisture, and store in a sandwich bag!

    0 Votes
  • Br
    Brian 1967 Jun 01, 2019

    Purchased a pack of jps endless blue today and it is that dry it isn't funny burns so quickly 2 puffs and smoke is finished. Not happy.
    8h28111 0845 is the marking on the pack.
    I am only on a disability pension so every penny counts and I feel that this purchase was a complete waste.

    0 Votes
  • Je
    JessT123 May 14, 2019

    I recently purchased JPS blue in Balgownie NSW which is what I generally buy the cigarettes are not meant to be menthol but they are???

    0 Votes
  • An
    anon2170 May 05, 2019

    Opened packet to find one of the cigarettes filters to be either melted or has been eaten away by something, any explanation on this and does it make it any unhealthier then they already are?

    0 Votes
  • Ve
    veronica ke Apr 30, 2019

    I've had quite a few instances lately when the cigarette effectively breaks - the filter comes adrift from the cigarette

    Poor quality - waste of money

    Will need to change brands

    Horizon Blue

    0 Votes

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