Imperial Tobacco Australia
Reviews and Complaints

Purchased larger 50gm pouch of White ox like I regularly have for years, first issue so far. All through the pouch is solid chunks of nicotine resin from the machinery I'm expecting. It's prominent through the pouch but I have done my best to seperate the chunks as they won't light if it's rolled up. Not sure what can be done, I would enjoy a replacement 50gm pouch of White ox if possible I can attach photos if needed but I'm sure the team is aware of machine build up of nicotine 😤
Thankyou Daniel

I have purchased 4 packets of Horizon Blue 20 pack from tobacconist in Redfern NSW, Penrith NSW, St Marys NSW. All packets loose the filters after lighting cigarette. Unacceptable as without filter I can not smoke them at all. Please respond to my compliant & advise if this is an ongoing issue if it an ongoing issue when will it be resolved. Hopefully you will stand by your product.

Amongst the tobacco there were two pieces of plastic, with a gold side and a silver side.
It was in a cigarette I was in the middle of rolling when I noticed the two pieces. I took the pieces out and took photos. I have taken out a small amount of tobacco from this pouch and would like a replacement as I will buy another pouch due to not knowing how much more plastic is in it.

This product is terrible and expensive. It has too much bark and crumbs can't roll a smoke as there are too any crumbs in pouch so much left over I've had to throw. Either put proper tobacco we can roll or discontinue making tobacco. I will not purchase again and I'm sure thousands of people who agree with me will stop buying! It's expensive and we are paying for crumbs!

I always smoke JPS+crushball because they seem to be the best value for money than any other cigarettes on the market... I love the taste of menthol cigarettes and cannot smoke one that is not because they make me feel really sick to the point of throwing up... So when I brought my last 2 packets of cigarettes from smokemart I purchased 2 packs of jps+crushball blues in the 25's only to get about 5 in total from each packet without the crushball in them... I initially thought I may have already crushed them but was shocked that I was wrong they actually were missing the crushball in the filter... So out of 2 packets totaling 50 cigarettes I only ended up with 40 that I could enjoy I would be greatful if I could possibly be reimburst for my last 2 packets of cigarettes or even if they could be replaced it would be greatly appreciated cheers

To the complaints dept.
Imperial tobacco ltd.

Re: Stem shavings and bark bits.

Dear Sir/Madame,

I've been waiting for a response to an email I sent Christmas day, 2018.
I sent a photo depicting all the crappy bits of tobacco that I throw out every time I purchase a pouch of your JPS Eternal red tobacco.

I am writing to you again because it appears nothing has changed; I'm still picking out large bits of unusable tobacco and tossing it away.

Over time, this adds up. Considering the price of cigarettes and tobacco products these days, I'm fed up with throwing my hard earned money away.

I am hoping you will acknowledge this email; unlike my previous attempt to provide customer feedback, in the hopes your product improves.

Kind regards
Manon Flemming

I am a smoker of the jps hand striped blend tobacco and have been for a while now. I always buy the 40g pouch. My usual provider had nil stock so I bought the 25g in abundant gold as that was next best for me. I have to say the times I have bought your 25g pouch, regardless of what it is it is always dry and horrible to roll. It basically turns to dust and tastes horrid! It's only ever the 25g pouches that I find dry and horrible but the 40g is always nice. Can you tell me why? If I am unable to get my tobacco I have to buy another brand.

When I opened the packet of smokes every one of the filters had a hole in the tip and the cigeretts the self's had hardly any tobacco in them
When lighting them they just burnt out really fast and ended up lasting a minute or two
It was late at night and couldn't get to a shop to return them
I would like a replacement sent back to me as soon as possible to
Mr Stuart Davis 107 zouch road yass nsw 2582

I have contacted the Australian company 4 times now complaining about smokes that have not been glued properly. Half a smoke when I pull out of packet. I sent photos to support my complaints and they havent even had the manners to contact me back. I pay top dollar for smokes and expect a top product. To b ignored is quite appalling. I want my money back on the 4 packets I've complained about. And your Australian company needs to have some sort of customer service..it is your customers that keep your company going and a great profit. Quite disgusted. Tamara

I have been a consistant customer for years now but i am getting sick and tired of purchasing your tobacco only to find that its filled with lots of barky peices in every single pouch! At first i wasnt to fussed as these things happen but now this is an every pouch occurance and i have notticed there are more and more in every pouch!
Either your quality control is extreamly poor or you are doing this intentionally, either way i am sick and tired of paying for a product that is sold by weight only to find that there are alot of unusable product that is contributing to the weight of the pouch..
Please fix this issue and supply your customers with exactly what they are paying for or you will loose me as a customer!

I have been smoking JPS for a couple of years now and the last year it has become dry lots of bark looking bits all through it, I don't usually make complaints but the last 25g pouch of tobacco I purchased was extra dry and very harsh. When I have a smoke my throat will burn and one cigarette made me cough that much I vomited. I purchased gold but it felt like I was smoking white ox. At $37 a pouch I can't exactly afford to be throwing unsmokable tobacco away.

The first packet of Parker and Simpson blue was found to have not properly wrapped cigarettes, the paper was rolled around the tobacco crooked and therefore the filters where not on properly, at least ten smokes in smokeable. The second packet of the same brand and colour had no glue whatsoever on it and after removing the plastic the whole packet fell apart in turn damaging the cigarettes.

Have purchased a packet of JPS Superkings Menthol from coles to find tobacco falling out of them. Lit up one that was half empty which nearly lit hair on fire with it being most paper lighting. Not normally a complainer but this is the 3rd packet over past few months that has had a problem. The last few had the filter not stuck to the cigarettes so had to have without filters. Not happy when they cost $26 a packet. Have attached pics

I've been smoking jps tobacco for quite some time I don't normally complain but this is just getting beyond a joke the tobacco is normally good tobacco but the last month it has been very dry and clumps of bark that you just can't smoke and when you have open the tobacco it normally would stay nice and fresh for a few day but the next day it gone even dryer and you go to roll it and the tobacco turns to dust might be time to find something new to smoke as they to dear to buy dust

This is the 3rd packet of cigs that the filter has been ripped and lost most of the tobacco. This experience has proven to be costly and annoying due to the extreme costs already, you certainly don't expect a damaged product at full price.

Contact details below

Jacqueline Coull
49 Graham Road
Lake Bolac Victoria 3351
Email [protected]@hotmail.com
Phone [protected]

I purchased a packet of Parker and Simpson cigarettes and saw that the filter paper was not on properly the packet looked fine but as u can see in the pic it looks weird this has happened on numerous occasions the purchase was from Woolworths prospect .. I normanlly wouldn't complain but because I do enjoy your cigarettes I thought you should know .

My partner and i, have been smoking white ox tobacco for over 20 years now, we actually buy a 25gram pouch every second day and sometimes actually a pouch a day... But the amount of bark and dust that are now in the pouch these days... Is absolutely outrageous... It's getting beyond a joke, like seriously, why is this continuesly happening..? We then decided to try out with buying the 50gram pouch, and to our surprise yet dissapointment, there was far less as apposed to the 25gram pouch..! Please tell me what you are able to do about this that could possibly compensate for this ongoing issue, kind regards, madeline.

I've been smoking White Ox for quite a while now and for a while now I have been finding more and more bits of bark chips in my tobacco each time. I spend quite a bit of money every week on 50g pouch and considering the price of White Ox 50g pouch and how much it has gone up in price, that the quality would be expected to much better. I will never change to a different brand of tobacco and have been a loyal customer for years now. I would really appreciate it if I was given some sort of compensation please? Could you possibly please be kind enough to send me a free replacement pouch or two as a gesture of good will and good faith please? I would really very much appreciate it if this is something you could do for me. I do spend a lot of money weekly on 50g pouches of White Ox, so really I think sending me a free replacement 50g pouch or two is the least you could do for me. Would be great if you could do this please. As I think it is only fair considering the amount of money is spent weekly on 50g pouches. This would be greatly appreciated so much. I look forward to hearing back from someone as soon as possible. I will be waiting on your response. Thank you kindly. Much appreciated.

Hi Team,
I'm a 7+ year smoker of champion ruby, i absolutely love it.
I often open a pouch to find some decent sized bits of tobacco stem and other "woody" matter, but this has never worried me.
What has worried me is that i recently opened a pouch of champion ruby to find quite a large rock of what appears to be quarts crystal, along with a smaller shard.

I have no idea how they would have got in there from your production line, but in any case, i would like reimbursement of my purchase, as i didn't pay nearly $40 per pouch to smoke rocks.
Please find attached a photo of my discovery.
Thanks,