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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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11:25 am EDT
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i have been buying your product for over 2 years now and it has always been a high quality product until recently. About 2 months ago i have noticed the quality in this product change dramatically. It is ever so slightly lighter in color but my biggest complaint is in the flavor and after taste but most importantly the strength of the tabacco. It is no...

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8:16 pm EDT

Imperial Tobacco Australia jps crushball blue 25's

Hello, My name is Jessica
For the last 2 days I have brought 2 packets of JPS crushball blue 25's (on these dates 09/05/2020 and 10/05/2020).
And in each of the 2 packets there has been the filter paper has been coming away from the smoke.
I would like to talk to someone who could help me fix what has happened.

Thank you.
Jessica.

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5:58 am EDT
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Imperial Tobacco Australia Poor quality.

I chose your cigarettes... This is not the first time I have found a problem, with you lack of quality... I swapped from what I thought was a different brand... Imagine my surprise, when I found you are all under the same umbrella... So I guess, your ability to produce a reasonable product fails @ times. This is not the first time I have experienced poor quality of your product. Yes it is my choice to smoke. However, it is your job to make a product that is worth the money you charge.

I have changed to parker & simpson... Was cheaper... Than jps... Now I find quality is just as bad... Last two packets the ciggies just break up... On packet... Code: 006212:07. Packet says made in nz... I challenge that. I suspect you use nz & ciggies made in another country.
Jo o'reilly
Ps: no I am not going to add a pic. However I am prepared to send your packet back with cigarettes... There you go useless corporate greed.

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5:54 am EDT
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Imperial Tobacco Australia Cigarettes

Hi there I bought a pack of Parker&Simpson blue 20's and found a substance that I don't no what it is. In 25 years of smoking I have never seen. Anything like it. I have taken photos and will keep it until I no what it is. Concerned Chad Wilkinson +61 [protected]. I have never complained before so I would like to have this matter resolved ASAP

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8:24 pm EDT
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Imperial Tobacco Australia Champion blue 25g

Hello, been smoking champion blue for 10 years and just purchased champion smooth blue tobacco 25g from corner store near melbourne and the content is either really old or chop chop. Smells and tastes really bad and has much darker colour to the usually gold lighter colour of champion blue. Nearly un smokable. Should I try return to point of purchase? Thanks in advance

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3:23 am EDT
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Imperial Tobacco Australia White ox tobacco australia

I have purchase 2x 50grams white ox and I notice that 1 pouch was so dry that when I tried rolling a smoke it all crumble in to dust. And the other pouch was not the weight to a 50gram it was 42grams so I am not happy and would like to make a complaint. I have been buying white ox tabacoo for well over 15years and to be honest I am not happy. Would you kindly send me out some tobacco or assist me out in any way to possible.

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6:54 am EDT
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Hey my names adam and today I purchased a packet of my favourite brand to be left shocked and a tad upset as I realised 1 of my cigarettes wasnt actually connected to the filter. Now as a long time customer I feel a little let down with this mishap now please try your best to help me not try another brand as this isnt the first time this has happened...

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4:41 am EDT
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Imperial Tobacco Australia Horizon blue 50g tobacco

Hello my name is Jeremy Bullock and I bought a pack of tobacco from my local newsagent on blunder rd in oxley QLD 4075 on the 6th of may 2020. The issue I'm having with it is it does not smoke properly. I cannot get a decent drag from it. I am very disappointed in this product because tobacco is not cheap and I cannot afford to just go out and buy another pack

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8:50 pm EDT
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I bought the 25g pouch of tobacco on the 3rd of may and it's now the 4th of may at the BP on 395 Mulgrave road Cairns 4870. The tobacco is very dry and hard to smoke and pull apart. Other times I've bought it, it has a wet feeling to it but this time it is completely dried out and is only 1 day old. I bought the tobacco like this and am not very happy with my product I've received

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5:11 am EDT
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Imperial Tobacco Australia Contaminated jps gold 40pk

26/04/20 approx 2pm I bought a pack of ups gold 40s. This is a regular brand I smoke every day. I smoke a pack a day and have smoked for over 25years, so you can say that I know when something is not right. The pack was sealed when I opened it. The smell of the smokes once the packet was opened was wrong. Had a very strong purfume/chemical/chlorine maybe smell. As soon as I lit the smoke it had a potent chemical taste that lingered in my mouth. Unlike I have never tasted before. This lasted through the entire smoke. Tried another and another and it was still there. I took the pack to a friend. They smelt it and tried it, they couldn't smoke it, the taste was that bad. Tried 3 more people who all said the same thing. The cigarettes had brown marks on them, almost like they had been wet then dried. Obviously reported all this to the store and they are contacting the cigarette rep first thing tomorrow and I tried the customer number and left my complaint and details.
I bought another pack of the same brand extra from a different store, the pack had a different serial number. I opened the pack in from of the shop lady. They smelt normal. I got the last to smell the new pack and the (what I can only assume) contaminated pack. They also confirmed that the smell of the packs were completely different! The number on The smokes are the same, so they are the correct smokes. Since I smoked some of the contaminated smokes, I have had a headache, nausea and a little funny in the head. That packet has been contaminated with some sort of chemical and it is not ok! The pack was completely sealed and it is all of the smokes in that packed, not just one. So could only happen during manufacturing. I have kept the rest of the pack so it can and I hope it will be tested because there is definitely something wrong with that batch! Serial number 926314:39

I have images but they are to large for here.

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Update by SueL_80
Apr 29, 2020 5:02 am EDT

Did my usual shop, bought 4 packs, different serial number, last two digits were 49 instead of 39. They have the same smell and taste! A got a headache within a few minutes of smoking 1!

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7:20 am EDT
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Imperial Tobacco Australia Tally ho papers

Hi guys been using ur papers for over 20 years last few months the quality has gotten worse they rip easy dont stick half the time no matter what I do there just gone to [censored] will start looking for new brands to try also have told shops I go to about the poor quality so they can inform customers b4 purchasing ur product when u have so many ppl out there that buy theses papers why change the way u make them and word of mouth is more harful to a business than any thing else plz let me know why the quality is a big thing any more to you ppl are ur custmores not important to u?

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Tabitha Page
US
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Oct 03, 2023 11:30 pm EDT
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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.

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9:44 am EDT
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Imperial Tobacco Australia White ox

Hello I have been noticing lately that my 50g pouch seems smaller so I started weighing the product. The last three pouches have been between 1-2.4g under the 50g weight but today's pouch weighed only 46.1g. Is there an issue with the weighing system? The price of tobacco has become too high to acceptably loose this percentage of product. How can this problem be rectified? I don't want to switch brands but I also don't want to feel ripped off

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4:52 am EDT
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Imperial Tobacco Australia Parker and simpson blue 15 and 25 gram tobacco

Hi every time I buy a pouch I always find big chunks of uncut tobacco in them every single time! Feeling ripped off. Also the pouches are mostly underweight. The only reason I'm still buying your product is because its the only tobacco that doesn't give me major migraine headaches.. doesn't matter which smoke mart or supermarket I buy it from its the same big chunks and underweight.. see attached photo 5c piece included for size comparison. Cheers..

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Update by Tina Kouras
Apr 15, 2020 10:24 am EDT

Just bought a pack of p and s tobacco from my local coles threw it my scales and its around gram and half underweight again... pic included and have my receipt. not happy jan. Filed a complaint about the same brand tobacco 15 gram yesterday. Had big chunk tobacco plant in it ..

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5:52 pm EDT
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A 7cm piece of bark was found in my pouch. I have attached photos of this. Todays date: 8 April 2020 I would like you to be aware of the issue with this batch as this is a rather large chunk and i had similar smaller chunks in my previous pouch. It concerns me that we are paying for a specific weight of tobacco and not receiving this weight from your company due to these additions.

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11:07 pm EDT
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Imperial Tobacco Australia White ox

Good afternoon, I am usually not one to complain, BUT the amount of wood/bark that I have been getting in my pouch of ox (25g&50g) has been getting more and more every time I buy a pouch. I have been smoking ox for 21 years and the amount wood/bark is just disgraceful.
My contact number is [protected]
Looking forward to your call.

Thanks
Dan

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Update by Danndusty777
Apr 07, 2020 7:27 am EDT

Don't you think that you should be getting in contact with your customers?
Not expecting the customer to chase the complaint?

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7:04 am EDT
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Imperial Tobacco Australia Friday April 3rd

I purchased a packet of Horizon 93mm blue today from my local smokemart. This is my normal brand and i endeavour to buy your brand every time i buy cigararettes. Unfortunately two of the cigarettes were squashed and really not usable. I have photographic evidence of this and am sorry to say this is not the first time this has occured. The Bar code is [protected].

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9:19 pm EDT
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Opened a packet of cigarettes to find a cigarette with holes in the paper and the end was missing a big chunk also the filter end of the cigarette had a hole making it impossible to smoke. I've never had a problem with this brand but this is disappointing. Considering we are in the midst of a global pandemic I am reluctant to leave my house and purchase more. Your attention to this matter would be greatly appreciated. Thank you

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6:56 pm EDT
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Imperial Tobacco Australia Damaged cigarettes

In both packs damaged ciggies up to 6 cigarettes in each had holes in them- bought from local IGA and Coles-

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12:54 am EDT
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Imperial Tobacco Australia Underweight by over 2 grams nett

Purchased White Ox 25g pouch CTC Mortdale 21 March 2020. Supposedly a premium product with price to match.
Pouch felt uncompacted and could easily fold pouch in two. When home, but BEFORE removed cellophane outer packaging I weighed it on highly accurate scales netting it off against the previous empty main pouch I had purchased 2 days previous (exactly identical pouches...same label warnings etc). Result..over 1 gram short ..but with with weight of cellophane outer factored in...short over 2 grams of actual (highly priced) tobacco.
Outrageous!
Phoned the retailer immediately and the arrogant response was basically..."too bad...we don't manufacture it, call the number on the pack.'
Not good enough CTC or Imperial Tobacco. . No refund was offered and the call was abruptly terminated by the retailer.
That response basically ignores consumer rights in Australia and confirms that this product is being knowingly sold underweight.
I assume Imperial Tobacco is aware of this issue & thus is engaged in knowingly ripping off their rusted on/addicted customer. How long have you been ripping off me/us in this way?
Get back to me on this promptly please. My next stop is the consumer protection authorities in Australia, then social media and/or every smoker I come across in the next decade or two...
Concerned
Russell

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Aleesha c
Brisbane, AU
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Mar 25, 2022 10:29 am EDT

This issue is not resolved as the Australian tobacco industry is still under weighing pouches, if I pay for 25g I should get 25g not the 23 I have been getting

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11:18 pm EDT

Imperial Tobacco Australia bad taste

champion ruby bad taste, dry in pouch was unopened when i got it ... causes a sore throat ... black tobacco ...smoked champion for ten years this isnt the only pouch that has been terrible in the last year ...

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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.

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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 11, 2024
  7. View all Imperial Tobacco Australia contacts
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Imperial Tobacco Australia is ranked 11 among 33 companies in the Smoking and Tobacco category

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