Imperial Tobacco Australia
Reviews and Complaints

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.

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

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.

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.

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.

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!

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.

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.

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.

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]

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

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.

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.

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.

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.

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

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