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Imperial Tobacco Australia
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4.2 1 Review 819 Complaints
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Imperial Tobacco Australia Complaints 819

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3:43 am EDT
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Imperial Tobacco Australia Riverstone Premium Rum Blend 25g

Today I purchased 2X 25g pouches of Riverstone Premium Rum Blend tobacco from my local IGA, which I have done for well over a year now due to the significantly lower price than mainstream tobacco, and upon opening I discovered a piece of soft black plastic, seemingly torn from a plastic bin liner, roughly 2cm long and 1cm wide in the tobacco. If I had not noticed this and rolled it into a cigarette, it could have potentially been toxic, even lethal, this is unacceptable and needs to be rectified before someone less observant falls ill, or worse.

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4:24 am EDT
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Imperial Tobacco Australia Parker and simpson 25g blue

Hi there i have been buying Parker and Simpson 25s in blue for years and switched to parker and Simpson blue 25g over a year ago and the last 4 to 5 pouches i have purchased have a blue tac like substance in them its either really soft black stuff or really solid black stuff i have a pic off the last 25g i bought one on the 9/4/21 in esk qld.
Not sure what it is but I get it alot in the tobacco i buy

Desired outcome: Possibly replacement off products ive purchased

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Update by Zack1991
Apr 10, 2021 4:26 am EDT

Blue tac like substance in my last 4 to 5 blue 25g parker and Simpson packs.

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12:22 am EDT
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Imperial Tobacco Australia JPs Superkings Menthol

I purchased a carton of JPS Superking menthol cigarettes on Friday 9th April at TSG Banyo for $333.27. When i took one packet from the carton the cigarettes did not taste good and were not menthol flavoured. I tried to return the remaining 9 unopened packets to TSGBanyo on Saturday 10th April and they would not replace them or refund the money to me. I have been a loyal customer since the shop opened and will not return after this incident, I also intend to post about this incident on the Banyo Facebook page

Desired outcome: Replacement carton or refund

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12:25 am EST

Imperial Tobacco Australia Tally-ho papers

I have used tally ho papers for the last 39 years...
Lately I found the them not sticking...
I have no choice but to search for another brand

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1:21 am EDT
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Imperial Tobacco Australia JPS Superkings menthol

I've been smoking these cigarettes for 6 years so far so good because I do not like the original tobacco taste so I had found my special ones to avoid yukky taste, but for the past year I had 5 packets of this brand that had no menthol taste and they taste discusting plus it will hurt your throat.
I do not know why or what happened but it is a waste of money for me because I am not going to smoke something that makes me sick later .
I would wish my money back if I could but yes I have changed shops, to see if it is the company brand or maybe someone is getting cheap same brand from black market and it is definitely from the company.
So please make sure they are pure and same ingredients before you sell to other shops because it taste like poison and cigarettes are not cheap.

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1:30 am EDT
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Imperial Tobacco Australia Champion Legendary Ruby

I can't smoke this chunk of bits.
I've smoking over 3years champion ruby tabaco 25g.
I got a big dark brown chunk of stem or ter inside pouch of champion ruby. It's looks and feel like a soft bark.
Every 2nd pouch, I get like this lately!
So I have to give you complain this time.
Quollity contol needs keep on eyes more.
Don't waste my money and time.
Thanks.

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6:38 am EDT
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Imperial Tobacco Australia Rolling tobacco riverstone

I have purchased two 25g pouches of riverstone this week both from different stores. The first was like the sweeping off the floor. There were many pieces of unprocessed tobacco leaf. It was harsh and had no automatic smell or flavour. There was definitely no rum flavour at all. It was crap. Second pouch no rum flavour. Harsh and wasn't blended. It was also dry and full of crum in the bottom of the pouch. Taste like crap. I can not believe that it was able to leave the facility were it was blended and packaged. I smoke bank for many years. Now that it is been priced out of the market by the Australian government. I replaced it with riverstone. It was a nice blend and consistent. But going by the last two pouch. I'm starting to believe that no one cares at imperial tobacco any more about the above standards they always were renowned for. Someone should be ashamed to allow such disrespectful low standards creep in.

Desired outcome: Replacement of the pouches and better quality control off this product

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8:45 am EDT
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Imperial Tobacco Australia riverstone

I smoke at least three 20g pouches of riverstone a week, at $40+ a pouch, that's over $120 a week. I do enjoy the rum blend as i previously smoked champion ruby, but I've become fed up with riverstone and am going to pass on my feelings and experience with this tobacco, I feel quite cheated and misled.
I've been getting pouches full of bywaste (ie, sludge as pictured), stem and unburnable green tobacco for well over the last year! every pouch I get I have to throw a lot out because it is unrollable, or un-smokable either stem or just clumpy tar matter, it is unacceptable for the amount of money I pay, this product should be of a higher (and more consistent) quality.

Desired outcome: 12 month full compensation.

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3:47 pm EST

Imperial Tobacco Australia White ox 25 gram packet

Last few purchases have had a substantial amount of unusable tabacco

Desired outcome: ?

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3:32 pm EDT

Imperial Tobacco Australia Champion Ruby tobacco

I was very un happy to what I find afer smoking the same ones for years not happy n how much there are these days you wanna get what you get paid for but no there all this stuff in my smoke what you can't smoke its like bark

Desired outcome: Would like new smokes

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6:07 pm EDT
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Imperial Tobacco Australia White ox 25g

Recently purchased 25g pouch from TSG Rowville on the 26/03/2021. code on packet is C0122 and the last few times the weight has been under. New the weight was 28.09g and empty is 4.36. Please find attached pictures from last purchase Have been a long time consumer of this product and would wish to continue in future. regards Tony

Desired outcome: Reimbursement and correct weight in future

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1:38 am EDT
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Imperial Tobacco Australia champion legendary ruby 25 g

Re: Champion Legendary Ruby - I have noticed a change - have you made any changes to the product? In the last 2 pouches, there was a distinct change in taste. It's dryer not smooth, a very different experience. I've been smoking Champion Ruby for many years. It's not just me my partner is also not happy with the change. We thought we might have just had a bad pouch so we changed where we purchased it from, and it is also the same. It doesn't taste right and we're not happy. Shall I send it back? Will try and find a store with some old stock because at this stage its just not smokable.
Regards, Craig & Cathey

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2:45 pm EST

Imperial Tobacco Australia paker and simpson 15g pouch

has chuncks of black tobaccoo in pouch all stuck together and unsmokeable i am sick of this happening with this brand has happened alot first time complaining about it

Desired outcome: refund of 30 dollars or a new pounch or 2

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5:20 am EDT
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Imperial Tobacco Australia Pouch of Riverstone

This afternoon I recently bought a pouch of 15gram Riverstone and pulled out some Tobacco from my fresh pouch and I seen two small little bugs crawling out of the tobacco. I have been smoking for a few years now and had never experienced this and was unaware that Tobacco beetles existed and I feel like this needs to be displayed somewhere on pouches etc. I'm not entirely sure of what resolution I want

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7:04 pm EDT
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Imperial Tobacco Australia Parker and Simpson

I purchased a pack of Parker and Simpson blue 20s and a few of the smokes and the inside of the package had blood in them. I've thrown out the entire packet because it's hugely unsafe

Desired outcome: Refund

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12:33 am EDT
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Imperial Tobacco Australia Champion Legendary Rich Red

I recently bought a pouch of Champion Legendary Rich Red. I used to smoke Champion Legendary Ruby but changed after my local tobacconist confirmed that Rich Red is now the strongest in the Champion brand. My problem is that upon opening this pouch and smoking a few cigarettes, it hasn't got the hit that Rich Red usually does. I have thought that after smelling it, I realised that it is Ruby not rich red. This is just plan false advertising and poor quailty control. This is unacceptable, especially since this is a meant to be a premium brand and I can't afford to waste money on the wrong tobacco. Another reason why I believe this not to be rich red is because rich red usually has a darker colour than Ruby.

Desired outcome: I would like to be compensated.

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10:26 pm EDT
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Imperial Tobacco Australia Parker and Simpson Red 20s

As I went to light my cigarette I noticed that it had a white filter on the opposite side which was very unusual I then unwrapped the cigarette and discoverd that it actually had another cigarette inside of it I don't usually look at cigarettes before I light them because I expect there to be nothing wrong with them this is the first time I've ever seen anything like this I am glad that I seen it before I consumed it inside of my body which wouldn't of been to healthy as the material of a filter is not meant to be inhaled I want this to be taken very seriously as it could be also inside of other packets that were made along side of this single packet that I had brought

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3:02 am EDT
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Imperial Tobacco Australia Parker and Simpson cigarettes

I am making a complaint regarding the Parker and Simpson cigarettes I purchased whilst I was smoking 2 I pulled out a piece of wire covered in plastic 6cms long from 1 and the other 1 I pulled out a piece of wire not covered in plastic 6cms from the centre of another cigarette, I find this completely unacceptable and want this complaint taken serious with an acceptable outcome otherwise legal action will be sort see attached photos of this. You can contact me on email kristy.[protected]@hotmail.com within 7 days of me lodging this complaint or further action will be taken.

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5:56 pm EST
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Imperial Tobacco Australia Golden Virginia 30g pack.

Hi, just wanted to inform you that my last 3 packs of Golden Virginia 30g have had faulty zip locks. When I pull the zip lock open, it becomes unglued meaning I can no longer reseal the packet causing the tobacco to lose its freshness before I finish the packet. My merchant has suggested reaching out to inform you of the defect as you would appreciate the feedback.

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Update by Andrew La Spina
Mar 14, 2021 7:56 pm EDT

Disregard my last post

Update by Andrew La Spina
Mar 14, 2021 7:55 pm EDT

Hi, as i can see from previous posts on this platform, you send the same response to everyone. Unfortunately you don't disclose the phone number and or email address to direct my enquiry. When I search for "customer response centre" nother comes up. Can you please assist.
Thank you.

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7:37 pm EST
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Imperial Tobacco Australia Horizon Menthol RYO tobacco

Hi, I have been smoking Horizon Menthol RYO tobacco for 8 years now and have progressively noticed a lot of hard stalks and clumps of menthol saturated tobacco.
I have been throwing them away but someone recently suggested I file a complaint about it.
Given the price of tobacco here in Australia, I don't want to be paying out heaps of money for a lot of woody stalks or clumps of menthol !
Given there are not many of menthol tobaccos on the market, I have tried alot of non menthol tobaccos, using menthol filters, even tried Drum menthol as an alternative but it was too strong and have always came back to Horizon Menthol tobacco.
Even though I love Horizon menthol tobacco, I am VERY disappointed at the decrease in a quality product.
Kind regards
Lesley

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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.
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  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 23, 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

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