Menu
For Business Write a review File a complaint
Imperial Tobacco Australia Customer Service Phone, Email, Contacts

Imperial Tobacco Australia
Reviews and Complaints

Learn how the rating is calculated

4.2 1 Review 819 Complaints
Claimed
Imperial Tobacco Australia has claimed their business profile
Write a review File a complaint

Imperial Tobacco Australia Complaints 819

ComplaintsBoard
K
8:47 am EST
Verified customer The reviewer confirmed their account using Google. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Imperial Tobacco Australia has left an official reply on this complaint.

Imperial Tobacco Australia 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

Read full review of Imperial Tobacco Australia
View 0 more photos
Resolved

This complaint has been resolved automatically due to user's inactivity.

Hide full review
ComplaintsBoard
J
7:13 pm EST
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Imperial Tobacco Australia has left an official reply on this complaint.

Imperial Tobacco Australia 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

Read full review of Imperial Tobacco Australia
Resolved

This complaint has been resolved automatically due to user's inactivity.

Hide full review
ComplaintsBoard
A
11:19 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Imperial Tobacco Australia has left an official reply on this complaint.

Imperial Tobacco Australia 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.

Read full review of Imperial Tobacco Australia
View 0 more photos
Resolved

This complaint has been resolved automatically due to user's inactivity.

Hide full review
ComplaintsBoard
D
9:20 pm EDT
Verified customer The reviewer confirmed their account using Google. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Imperial Tobacco Australia has left an official reply on this complaint.

Imperial Tobacco Australia 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

Read full review of Imperial Tobacco Australia
Resolved

This complaint has been resolved automatically due to user's inactivity.

Hide full review
ComplaintsBoard
D
4:05 am EDT
Verified customer The reviewer confirmed their account using Google. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Imperial Tobacco Australia has left an official reply on this complaint.

Imperial Tobacco Australia 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

Read full review of Imperial Tobacco Australia
Resolved

This complaint has been resolved automatically due to user's inactivity.

Hide full review
ComplaintsBoard
T
8:44 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Imperial Tobacco Australia has left an official reply on this complaint.

Imperial Tobacco Australia 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.

Read full review of Imperial Tobacco Australia
View 0 more photos
Resolved

This complaint has been resolved automatically due to user's inactivity.

Hide full review
ComplaintsBoard
Q
8:05 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Imperial Tobacco Australia has left an official reply on this complaint.
Featured review
This review was chosen algorithmically as the most valued customer feedback.

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...

View 0 more photos
Read full review of Imperial Tobacco Australia
ComplaintsBoard
T
5:14 pm EDT
Verified customer The reviewer confirmed their account using Facebook. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Imperial Tobacco Australia has left an official reply on this complaint.

Imperial Tobacco Australia Tally 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

Read full review of Imperial Tobacco Australia
Update by Tabitha Page
Oct 09, 2023 7:47 pm EDT

Someone called me. As above, I CANNOT talk on the phone due to hearing loss, so calling me is pointless. Please EMAIL me.

Update by Tabitha Page
Oct 06, 2023 9:57 pm EDT

I am still waiting for an email. I cannot call and use the phone due to hearing loss. Thank you

Update by Tabitha Page
Oct 05, 2023 7:30 pm EDT

I cannot make phone calls due to hearing loss. Please email me at tpagewriter@gmail.com

Thanks

Resolved

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

Hide full review
ComplaintsBoard
N
8:03 am EDT
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Imperial Tobacco Australia has left an official reply on this complaint.

Imperial Tobacco Australia 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.

Read full review of Imperial Tobacco Australia
Resolved

This complaint has been resolved automatically due to user's inactivity.

Hide full review
ComplaintsBoard
C
9:26 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Imperial Tobacco Australia has left an official reply on this complaint.

Imperial Tobacco Australia 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.

Read full review of Imperial Tobacco Australia
View 0 more photos
Resolved

This complaint has been resolved automatically due to user's inactivity.

Hide full review
ComplaintsBoard
V
7:52 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Imperial Tobacco Australia has left an official reply on this complaint.

Imperial Tobacco Australia 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

Read full review of Imperial Tobacco Australia
View 0 more photos
Resolved

This complaint has been resolved automatically due to user's inactivity.

Hide full review
ComplaintsBoard
S
4:22 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Imperial Tobacco Australia has left an official reply on this complaint.

Imperial Tobacco Australia 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.

Read full review of Imperial Tobacco Australia
Resolved

This complaint has been resolved automatically due to user's inactivity.

Hide full review
ComplaintsBoard
A
6:08 pm EDT
Verified customer The reviewer confirmed their account using Google. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Imperial Tobacco Australia has left an official reply on this complaint.
Featured review
This review was chosen algorithmically as the most valued customer feedback.

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...

View 0 more photos
Read full review of Imperial Tobacco Australia
ComplaintsBoard
J
2:25 pm EDT
Verified customer The reviewer confirmed their account using Google. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Imperial Tobacco Australia has left an official reply on this complaint.

Imperial Tobacco Australia Choice 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

Read full review of Imperial Tobacco Australia
View 0 more photos
Resolved

This complaint has been resolved automatically due to user's inactivity.

Hide full review
ComplaintsBoard
P
4:53 am EDT
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Imperial Tobacco Australia has left an official reply on this complaint.

Imperial Tobacco Australia 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

Read full review of Imperial Tobacco Australia
Resolved

This complaint has been resolved automatically due to user's inactivity.

Hide full review
ComplaintsBoard
R
1:19 am EDT
Verified customer This complaint was posted by a verified customer. Learn more
Replied
Imperial Tobacco Australia has left an official reply on this complaint.

Imperial Tobacco Australia 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

Read full review of Imperial Tobacco Australia
Update by Rustdroid
Sep 13, 2023 12:46 am EDT

I have called the number I am waiting for a email so i can send photo of my ID and the batch number.

Update by Rustdroid
Sep 12, 2023 1:32 am EDT

Photo of the dry tobacco

View 0 more photos
Hide full review
ComplaintsBoard
S
5:32 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Imperial Tobacco Australia has left an official reply on this complaint.

Imperial Tobacco Australia 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.

Read full review of Imperial Tobacco Australia
Resolved

This complaint has been resolved automatically due to user's inactivity.

Hide full review
ComplaintsBoard
Y
2:40 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Imperial Tobacco Australia has left an official reply on this complaint.
Featured review
This review was chosen algorithmically as the most valued customer feedback.

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 Australia
ComplaintsBoard
M
10:19 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Imperial Tobacco Australia has left an official reply on this complaint.

Imperial Tobacco Australia Peter 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

Read full review of Imperial Tobacco Australia
View 0 more photos
Resolved

This complaint has been resolved automatically due to user's inactivity.

Hide full review
ComplaintsBoard
C
7:08 pm EDT
Verified customer The reviewer confirmed their account using Google. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Imperial Tobacco Australia has left an official reply on this complaint.

Imperial Tobacco Australia 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.

Read full review of Imperial Tobacco Australia
View 0 more photos
Update by Claire Josey
Sep 15, 2023 4:37 am EDT

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.

Resolved

This complaint has been resolved automatically due to user's inactivity.

Hide full review

Imperial Tobacco Australia Reviews 0

Looks like Imperial Tobacco Australia has no reviews yet.
Write a review
Subscribe to receive notifications of all new customer feedback
How to file a complaint about Imperial Tobacco Australia?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register by providing the necessary details to create one.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

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.

8. Submission process: After reviewing your complaint, click the 'Submit' button to officially file your complaint on ComplaintsBoard.com.

9. Post-Submission Actions: Keep an eye on your ComplaintsBoard.com account for any responses or updates regarding your complaint. Be prepared to engage in further communication if necessary to resolve your issue with Imperial Tobacco Australia.

Overview of Imperial Tobacco Australia complaint handling

Imperial Tobacco Australia reviews first appeared on Complaints Board on Aug 8, 2012. The latest review Parker and Simpson 25 gram was posted on Dec 8, 2024. The latest complaint Riverstone Premium Rum Blend was resolved on Nov 28, 2024. Imperial Tobacco Australia has an average consumer rating of 4 stars from 820 reviews. Imperial Tobacco Australia has resolved 638 complaints.
Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service
  1. Imperial Tobacco Australia Contacts

  2. Imperial Tobacco Australia phone numbers
    1800 677 953
    1800 677 953
    Click 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
  3. Imperial Tobacco Australia emails
  4. Imperial Tobacco Australia address
    121 Winterstoke Road, Bristol, BS32LL, Australia
  5. Imperial Tobacco Australia social media
  6. Andrew
    Checked and verified by Andrew This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Dec 11, 2024
  7. View all Imperial Tobacco Australia contacts
Imperial Tobacco Australia Category
Imperial Tobacco Australia is ranked 11 among 33 companies in the Smoking and Tobacco category

Our Commitment

We stand for unbiased reviews

We make sure all complaints and reviews are from real people sharing genuine experiences.

We help resolving issues

We offer easy tools for businesses and reviewers to solve issues together. Learn how it works.

We advocate freedom of speech

We support and promote the right for reviewers to express their opinions and ideas freely without censorship or restrictions, as long as it's respectful and within our Terms and Conditions, of course ;)

We ensure transparent and fair ratings

Our rating system is open and honest, ensuring unbiased evaluations for all businesses on the platform. Learn more.

We care about your privacy

Personal details of reviewers are strictly confidential and hidden from everyone.

We are easy, free and open to everyone

Our website is designed to be user-friendly, accessible, and absolutely free for everyone to use.