Imperial Tobacco Australia
Reviews and Complaints

3/09/2021

I was disappointed in finding that one maybe more cigarettes have filter paper lifting. With the price i pay for them i expect them to be all smoke-able.

I usually get my tobacco pouch from woolworths king's meadows, tasmania. Today I went to coles in launceston city and noticed a drastic difference in the quality of tobacco. It was dry and not nice at all. I compared the old used pouch and the recently bought one. Old one (better tobacco) form woolworths says it's made in new zealand and the crappy dry tobacco which I bought today is made in netherlands. I'm very disappointed in the product cos it cost about $60 for 25grams. I cannot take it back to coles because they don't refund money for open tobacco product.

I have been using riveratone for ages and never had a problem but I got a pouch the other day and it was dry and crumbling

Recently I called the complainant department to discuss the issues of the white ox 25g pouches I have been buying in the last 2 Months, and I received a refund of 1 pouch of 25g white ox. Today I opened the pouch to look inside to find the same issue with the product.. Alot of bark / wood bits through the whole pouch.. I am not satisfied with it. Please refund again

The last two 25gram pouches I have bought from "farmer jacks" Joondalup, W.A 6027 have had RUBBER in them, I will get halfway through smoking a cigarette and start tasting and smelling burning rubber. I don't know if it's just the one off dodgy order but something needs to be done about it. I don't spend $55 dollars on cigarettes to smoke tires. There was multiple small pieces mixed in with the tobacco so it was hard to notice.

Hi,
I'm a long time customer (20yrs) and have used your product for the majority. I purchased a pouch from a service station in marrickville Sydney this morning (29/8) and opened it to find shredded packaging from another pack all through the product. I thought it was just one large piece but upon further inspection I found innumerable smaller pieces of both plastic and paper packaging. I'm sure that you understand the disappointment especially with the rising cost but I find myself at a point where I'm not able afford another pouch straight away and I will have to rummage through the tobacco to make sure I'm not smoking bits of plastic. I would feel much better if the item was replaced a upgraded for the inconvenience.
Cheers,
Chris.
Chris.[protected]@hotmail.com
Happened at Metro Petroleum 103 Sydenham rd marrickville Sydney

My name is Katie and I have been smoking Parker and Simpson for years and unfortunately this time I have an issue. When I opened the pack I discovered one of the cigarettes filters appears to be have been ‘pre used' for lack of a better word.

The filter is colored as it would be after it's been lit and it's about a cm shorter than the rest. It's made me question the integrity of the remaining cigarettes to the point where I don't want to smoke them in case there's something wrong and will now have to buy another packet to replace them.

I have attached some photos below.

Is there anything you can do?

I can be contacted via email

[protected]@hotmail.com

Regards
Katie Stonham

Hu there just got to the bottom of my pouch and found a peace of blue glass this has reduced the amount off weight in the packet and could have caused harm to my self if I did not notice it

Hi I brought a packet of champion ruby rollies yesterday from the Margaret River Woolworths store and unfortunately when I opened the pouch ( which seamed well sealed in its plastic outer packet ) I was rather disappointed at the quality of product I received I rang Woolworths margaret river and they informed me that they don't do refunds on tobacco products any that I should contact you in regards to this matter.
I have been a loyal and avid smoker of champion ruby since I took up smoking 25-30 years ago, I miss the old yellow and red packaging I miss the cheaper price and I think it sucks that the government puts such hefty taxes on our tobacco and liquor for that matter. Any way as I was saying I was really dissatisfied with the quality of tobacco I received yesterday and all I can say was the chop was short lengths and over 90% of the packet was already crumbs and there was very little length to any of the tobacco strings
It was on the dry side too, my last packet I purchased had a huge woody off cut of stem
In it and I thought about writing g to you but decided it was just a one off but after today's purchase I had to make a complaint, when we are paying so much to enjoy a smoke and I pay extra to keep smoking my favourite brands at least the quality should be consistent and up to par,
Regards Elki Cunningham
[protected]
[protected]@hotmail.com
9 Beech Drive Margaret River

Photos supplied

I've been buying white ox tobacco for 40 years and on and off over the years I get really bad pouches, heaps of bark hard clumps and some general unusable tobacco, not to mention it turning to dust. Now don't ask me to send you the package with the offending bark etc., because I can't afford the postage, I'm a pensioner so I use all I can and I've explained what is wrong. I have written numerous times with no replies or actions (please ask to supply previous contact but believe when I said I have) now with the current government continued increase in my favorite product of yours white ox, I like it all to be usable. So in all fairness of a near lifetime of enjoying white ox (with absolutely no chronic diseases due to my smoking no illness at all) and my continued contact around the quality of said product fair compensation 10x50 gram packages of white ox and how about some white ox merchandise or other merchandise would be appreciated. I look forward to hearing back from you soon.
Regards Russell

I bought a 25gram pouch of Riverstone tobacco and it seems to have chunks of tar like stuff that I cannot smokes it's rock hard and chunky please tell me why Iam paying so much on tobacco that I can't smoke...this has happened so many times and I have had enough of it paying alot of money for something that I can't have really. Not happy at all... please can I have it fixed

Hi my name is Hayley Clarke I am writing to you as I have been buying your smokes for around 4 months now I am very happy with them but a few times now I have brought them and there has been a clean cut around the filter this has happened around 8 times not the whole packet but in some there has been a fair few I usually wouldn't complain but with the price of them these days and with how many times its happened I can't really afford to keep losing out on so many, is there some way we can please fix this issue by a refund or repair please I would really appreciate it you can contact me on [protected]@yahoo.com

Found multiple pieces of stick Tobacco in my pouch. I would like someone to contact me about this,
The pieces I found were very hard and long couldn't roll a smoke with out them putting holes in them. Multi pieces are the same and some are small. I would like this to be resolved and a email sent to [protected]@gmail.com
I hope to get a reply back soon

The last three packets of tobacco I have purchased have contained several lumps of nicotine

Over the past 2 years I have noticed a reoccurring decline of quantity control.
I am getting approximately 1 - 2 grams per bag of twigs, clumps of tobacco that when you try to break them up, disintegrate.
Premium price for low quality.

I've recently purchased a 5 pack of papers. I switched to zigzag papers a while ago, but for convenience I purchased Tally-Ho. I now remember why I stopped buying theses. You get halfway through a rolled cigarette, and are constantly having to relight every 2 puffs to get to the end. This is ridiculous, they don't burn well at all. I'll never be buying another packet again. What a waste of money. These papers should not be made, absolute rubbish and frustrating as hell. Thanks for wasting my money.

Hi ive been purchasing white ox 50g for sometime. However there have been alot of large bark like parts in my pouches which you can't smoke and have found some pouches have been very dry and crumbling no good for smoking. Given the price of the tobacco now I'd expect not to be losing a quarter of a pouch on a regular basis.
Im hoping you can provide an understand as to why this is happening and how this can be sorted.
The bar code on my last pouch is [protected]
Given im going through up to 2 large pouches a week it's making it hard to continue to purchase and I dont want to go to another brand
If you can provide a solution that wpuld be great
Vicky morris
[protected]@gmail.com

I have purchased a 25 gram pouch of Riverstone premium rum blend, and have found a massive tobacco leaf in the pouch approximately 10 centimetres by 10 centimetres which would in my opinion equate to roughly 3-4 cigarettes. I Purchased Wednesday 18 August 2021 approx 08:30am from Rasmussen corner store. Please contact me on my email: [protected]@hotmail.com

Just wondering if you have changed the filters on Horizon Blue 50 pack of cigarettes. As I have been smoking these for quite some time now. I have even tried different size packs of these but I always go back the 50 pack. But this pack I have brought from Woolworths today are different again. The filters have a different taste then normal. It's like they have a sweet taste definitely not the same as the last pack.As I'm paying a lot of money for them I would appreciate if you could let me know if you have changed the filters. Thanks Bev

I have purchased 2 × 50 gram pouches of white ox tobacco over the last couple of weeks and the tobacco is extremely dry and full of bark. Tobacco is getting more and more expensive and the quality is getting worse. This is not the first time this has happened. I buy a pouch every week with the same issue with every pouch. I understand that there will be little bits of bark from time to time but this isn't a little bit. Out of the 2 pouches over the last couple of weeks nearly a quarter of that is bark and the rest is dry as soon as u open it.