Imperial Tobacco Australia’s earns a 4.2-star rating from 820 reviews, showing that the majority of smokers are very satisfied with products.
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25g riverstone rum blend
Tuesday 14th November 2023 I purchased a pouch of 25g Riverstine rum blend from a smokemart in Adelaide S. A and there were clumps of what seemed to be tobacco that just needed to be pulled apart but upon closer inspection was in fact some sort of tar like substance which had tobacco stuck to the exterior of it. I didn't think to much of it until a few smokes later I came across another few clumps. I then inspected the entire contents of the pouch I had bought and found several more clumps.
I've taken pictures of what I have left of the ones I didn't throw away and also weighed up them few pieces I had which weighed a staggering 7g and that's just of what I had kept the rest I had thrown out prior not thinking about it
Claimed loss: $50 loss of tobacco due to unknown foreign substance weighing approximately 12g-17g
Desired outcome: Replacement of tobacco loss
This complaint has been resolved automatically due to user's inactivity.
25g riverstone premium rum blend
I purchased a 25g of river stone premium rum bland today the 17th of November 2023 at 9am
And when I opened it the tobacco is completely dry to the point that it isn’t smokable and it just crumbles to dust in my finger tip.
I’m not happy at all I have been buying riverstone since 2018 and have never purchased at pouch that is like this one at all.
I would like a replacement please
This complaint has been resolved automatically due to user's inactivity.
jps blue cigarettes 23s
Hi,
The last couple packets of smokes I have brought (I do not have receipt or dates) the cigarettes have been flattened on one side of the butt or out of shape at the butt some of them have been cut funny and some have the paper peeling up. When smoking smoke comes from the side of the butt and inbetween the butt and paper, making them stronger and taste disgusting I can provide photos as I have not been smoking the affected cigarettes. I have tried going back to the store they said because the packet had been opened they could not do anything and that I needed to contact the company. I am extremely disappointed I have been smoking this particular brand for many years, I would like some kind of resolution as the price of cigarettes has gone through the roof as of late and I can not afford to be buying packets woth faulty cigarettes in them.
(The photos provided are cigarettes from multiple packets put together)
Kind regards
Amanda.
Claimed loss: Atleast $150 if not more.
Desired outcome: Some kind of resolution or reimbursement.
This complaint has been resolved automatically due to user's inactivity.
A 25g packet of Parker and Simpson blue roll up tobacco
I purchased a packet of above tobacco on the 28th Oct 23 at a service station in morwell...an hour away from where l live...l opened it this morning...it is so dry..it crumbles...it must have been an old batch as it was in the older style with no clip seal only in cellophane wrapper
Really disappointing as I can't return it...could you please contact me to resolve this issue...Thankyou Dianne Angel
Desired outcome: Refund of $62 or fresh packet posted to 825 Woodside beach Rd Woodside 3874
This complaint has been resolved automatically due to user's inactivity.
JPS Tobacco
I purchased a 25gm pack of JPS Abundant gold tobacco last week. When I went to open it, the cellophane outer packaging was open at one end. I took out the pouch and when I opened that, the side of the pack was not sealed down the right hand side, to about level with the Yellow Warning Label. It looked like it hadn’t gone through the machine properly and was only part sealed. However this meant that the tobacco was extremely dry and crumbly and it was harsh to smoke so I didn’t even use it all. I have never had a problem before and I’ve smoked this tobacco for years.
Desired outcome: If possible, a replacement pack
This complaint has been resolved automatically due to user's inactivity.
Champion Legendary Rich Red 50g Tobacco
I have been buying the above product for many years and have noticed a decline in quality over the last 10 packets purchased. The amount of unsmokable content has risen sharply. attached is a photo of the badly processed material from my last 10 50g packets and it weighs almost the same as a new 50g pouch. Not acceptable !
Also by way of feed back, the excessive zip lock and flap make things bore difficult for no value. It would have increased your packaging costs for no reason.
Desired outcome: A free 50g packet for every 10 packets purchased would be great but an improvement in the quality of content is more practical.
This complaint has been resolved automatically due to user's inactivity.
Golden Virginia Prem Ryo - Code 0E192J5 0222
Dear Imperial Tobacco Australia, I am writing to talk about a recent purchase of tobacco products. Specifically, I bought "Golden Virginia Prem Ryo" with the code 0E192J5 0222 on 3 October, 2023, from a store in Sydney. It costs me AU$425. I have included a copy of the receipt to show you. I bought this tobacco for two reasons: for myself and as a gift...
Read full review of Imperial Tobacco AustraliaTally ho rolling papers no glue and fall apart
Hi
I purchased 20 boxes (of 5 papers per box) of Tally Ho papers at over $5 per box and most of the packets and boxes were not usable. There was either not enough glue or no glue at all on every paper. They were falling apart.
I do not have a receipt as I just bought them over the last 6 months. I am VERY unhappy and spent lots of money on them and most are useless. Please contact me back to make this right.
Desired outcome: Money back or open to discussion
Someone called me. As above, I CANNOT talk on the phone due to hearing loss, so calling me is pointless. Please EMAIL me.
I am still waiting for an email. I cannot call and use the phone due to hearing loss. Thank you
I cannot make phone calls due to hearing loss. Please email me at tpagewriter@gmail.com
Thanks
The complaint has been investigated and resolved to the customer’s satisfaction.
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.
This complaint has been resolved automatically due to user's inactivity.
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.
This complaint has been resolved automatically due to user's inactivity.
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
This complaint has been resolved automatically due to user's inactivity.
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.
This complaint has been resolved automatically due to user's inactivity.
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...
Read full review of Imperial Tobacco AustraliaChoice 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
This complaint has been resolved automatically due to user's inactivity.
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
This complaint has been resolved automatically due to user's inactivity.
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
I have called the number I am waiting for a email so i can send photo of my ID and the batch number.
Photo of the dry tobacco
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.
This complaint has been resolved automatically due to user's inactivity.
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...
Read full review of Imperial Tobacco AustraliaPeter 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
This complaint has been resolved automatically due to user's inactivity.
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.
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.
This complaint has been resolved automatically due to user's inactivity.
Imperial Tobacco Australia Reviews 0
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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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Overview of Imperial Tobacco Australia complaint handling
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Imperial Tobacco Australia Contacts
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Imperial Tobacco Australia phone numbers1800 677 9531800 677 953Click up if you have successfully reached Imperial Tobacco Australia by calling 1800 677 953 phone number 21 21 users reported that they have successfully reached Imperial Tobacco Australia by calling 1800 677 953 phone number Click down if you have unsuccessfully reached Imperial Tobacco Australia by calling 1800 677 953 phone number 23 23 users reported that they have UNsuccessfully reached Imperial Tobacco Australia by calling 1800 677 953 phone number
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Imperial Tobacco Australia emailsita@micromex.com.au100%Confidence score: 100%Support
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Imperial Tobacco Australia address121 Winterstoke Road, Bristol, BS32LL, Australia
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Imperial Tobacco Australia social media
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Checked and verified by Andrew This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreDec 11, 2024
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