Imperial Tobacco Australia
Reviews and Complaints

I just brought a packet of whiteox 25gm and it is 3 quarters full I don't like to complain but the price of smokes these days are ridiculous.i brought it from Coles Innisfail on the 25th of June 2022. Serial number on the package is [protected]

Date - Friday 24th of June from the iga grocery store on Kennedy drive tweed heads post code 2485 ...

on the first occasion I felt that the pouch I received was a bit lite so I weighed it on jewelry scales and it was lite by about 0.8 of a gram and ever since then I weigh my pouch sometimes it's pretty close to 25 grams and sometimes not and today was another one almost a gram lite ...

I thought you guys would have machines that do this for you so there wouldn't be any discrepancies ...

Also I've been receiving black chunks that I'm not sure what it is , it's a doughy tar like substance that also weighs alot ...

Anyway I would like this resolved as I shouldn't be paying over fifty dollars a pouch to not receive a full 25 gram pouch

I purchased a paxk of jps and there is a faulty cigarette in my pack

I've smoked champion for around 15 years I've never seen it this poor quality

Why have you made the packaging so cheap and the tobacco has gone down in quality since the packing has changed

Are you just cutting more corners to fill the pockets of your shareholders?

If it wasn't for us your company would be nothing and they would have their billions hidden away

Hi I recently purchased a 15g jps tobacco pouch and when I lit it up tasted like the pouch had mold I no the taste as I got some chop chop tobacco from a friend awhile ago and it had mold on it.. it was very disappointing to not be able to enjoy a good cigarette only for it to taste [censored] I have a picture of the pouch and the number in the corner.. I have always brought this brand and if I had the money would have brought another brand but unfortunately have to deal with this issue hopefully you can resolve this problem for me thanks

I recently bought 2 pouches of Parker and Simpson Blue 15 gram and, as per my usual routine, emptied one into my tobacco tin and threw the plastic pouch in the bin. I noticed an unusual taste with this particular pouch but didn't think a great deal of it to start with. It wasn't until I got right down to the last ten to twelve cigarettes worth of tobacco that I found what I can only describe as either rodent faeces or something similar that should not be in the tobacco. I have photos of it and took pics of the second pouch for verification but unaware of what it is, and not wanting to smoke any more, I have thrown the remainder, and second pouch in the bin, which has now been collected.

Hi I.T.Aus

Around the first week of June a number of RPRB25g packs have contained hard, woody, chunks; see pic & other smaller stringy tobacco pieces.

It's not the expected quality for a premium labelled brand & Aus excise makes weight a considerable factor.

See pic: 3 x RPRB25g pack details.

They & others were purchased in recent weeks at a Supermarket & Tobacconist in the same suburb, NSW.

I no longer have the supermarket dockets & don't get them from tobacconist.

As there's been a number of packs w/large dense pieces, it's worth a mention.

Further location info can be provided.

Thankyou,

Regards Eliza.

Purchased at Cygnal

Batch number 01PK42414 by 2 packets

My partner an I have spent a lot of money over the years on horizon blue tobacco but it’s getting worse with each packet. Clumps of black tar or thick sticks in each packet. We pay a lot of money each week between the two of us an to not get the desired 50grms is upsetting. Fix your product or we will be changing brands.

Hi I have been smoking your brand for a while now and are my preferred brand but in the last couple of months I have had many smokes break just flicking the ash as I usually would, it was rare at first so never bothered but it's become a problem over the last month happening more on average 5 smokes a pkt and I smoke 1 to 1 and a 1/2 pkts over 2 days and it's starting to cost me a bit of money with the prices as they are. I have this packet with the numbers on the bottom of the Packet and another couple of packets at home I can send if necessary. I don't complain about much normally but was in rations for smokes at work today and two broke out of 10 so very annoying. I hope you can rectify this soon as it's becoming far to regular thanks Lonnie Jarratt. [protected] or email [protected]@hotmail.com

I have found heaps of this black tare looks things in my tobacco on the 2 of June 2022 it's the 6 time it has happened to me

I have discovered a black substance at the bottom of my pouch this is the second pouch I've had this substance in. Not sure what it is but it's black and sticky like bluetack. I didn't complain the first time because I thought it was a one off. But 2 pouches is starting to look like a problem. It's unsettling to discover foreign substances in your pouch. Specially with the price of them today.

Hello,

I’m sending a complaint due to the unsmokable, thick black clumps that are found in the pouches of Riverstone Premium Rum Blend. It means there is many grams per pouch that are purely filler. I find this very unsatisfactory.

My purchase was at Boronia Coles on May 28th 2022.

Serial number on packet is:

[protected]

Please respond to my complaint to

[protected]@gmail.com

Thankyou.

After you guys completely changed Champion Ruby, I have been smoking Dr. Pat. The last few packets have contained lumps of what I suspect are tobacco resin. Pic attached.

Now, unusally, I dont want my product replaced, dont want my money back...would just prefer that you address the manufacturing process. Decent tobacco is expensive. I can smoke crappy cheap tobacco, I like flavour and quality. NZ made Ruby had all of that and then you changed it. Dr. Pat is close, but not happy about the standard of quality control.

And please dont reply that "At Imperial Brands Australia we take consumers’ concerns about the quality of our products particularly seriously", because thats obviously untrue, otherwise you would take steps to address the issues raised.

many of the cigarettes taste and smell like cheap tobacco it’s filthy! i always buy this brand always in red and always in 40s and latley your lucky to get a full packet of genuine good quality tobacco, sometimes you will light it and the first 1/4 -1/2 of the smoke will reek of cheap tobacco sometimes it’s the full smoke, we pay way to much money to be dealing with this!

I’m not sure where else to explain my concerns, but this message board seems the only place I could. I always smoke Parker and Simpson 25G and never had an issue. However this morning I opened my pouch to find a chunk of what seems like rat or mouse or some small animal droppings. I know it’s droppings as the smell it gave off was accurate. And I am disgusted. I wasted $50 on a pouch I will now have to throw away as I don’t know what diseases that animal has. I have images taken of the issue left below.

My email is [protected]@hotmail.com

My partner recently purchased a packet of jps crushball blue 25s they were purchased at coles supermarket warrawong 2502 NSW, Date 15/5/22. There is two cigarettes stuck together with some sort of glue and a extra number strip that is on the cigarettes near the filter the others I have not checked as of yet. I’ve take photos to show proof if need contact please ph [protected] kind regards Jake

The new Champion Ruby packaging crushes the tobacco so that I have to pry it apart strand-by-strand. First it was the 50g so I bought 2x25g. Now it is the 50g! Does anyone in your shop use the product? Totally sucks - please change it back.

My memory is that this was tried 10 or so years ago, no doubt to save you money, and there was an outcry then. I don't want to change brands so please revert now. And please keep in mind that we are paying a small fortune to smoke these days so you could at least keep the quality up.

John player pouches are filled with a hard piece of tabacco that no one can roll with..

I got 8gms of hard tabacco in one pouch!

Been buying jps for over 17yrs now, what is going on with the quality!

The new pouches you are using ruin the tabacco also abd it doesnt last as long!

Hi about 2wks ago I talked to one of the

Office workers at Imperial Tabacco she told me that she will send me a envelope inside containing a pre-paid envelope so I can send my damaged pouch back to examine the faulty packet of tabacco and get a replacement but I haven't received it yet.

Not really a complaint, more of an observation...

Over the last 18 months or so, have you guys not noticed the unhappy consumers of Ruby or White Ox? You know the ones who have given your company many years of support and lots of $$$? The ones you guys now dont care about as you give us inferior tobacco and yet still attempt to pass it off as "Legendary Ruby" and white ox?

People like me who have smoked these tobacco's have done for many years. We know when something is different. The current Netherlands Ruby is so far removed from the real NZ Ruby, that I simply cannot smoke it. I am not an orphan, judging by the comments on this site. When I did call to discuss, I was told it "should still taste the same"...The lady who said this obviously doesnt smoke...Smokers know the difference. Air effects the tobacco taste, so when it absorbs air from the Netherlands, it cannot taste like the NZ Ruby. I understand you company makes decisions based on the bottom line, however its the consumer thats left to suffer. Pro-Tip: Change the product names, its deceitful to call in Ruby, when its clearly not. Remember how "new coke" flopped? Thats the new Ruby...