Imperial Tobacco Australia
reviews and complaints

I purchased a JPS Evolved blue 25g pouch, under the pretense that it was "the same great quality" of normal JPS

When I opened the pouch I was hit with a foul cheap wet tobacco smell, which prompted me to feel the tobacco, it was wet, so wet that it contains less that a 15g pouch of cheap Brands. Not even a handful of tobacco itself, it is a wet, harsh, cheap tobacco that promised the same quality as it's normal counterpart. $4 cheaper. 75% less tobacco 75% more moisture, 100% rip off.

It's ridiculous, I don't have the money to go buy another pouch, that would usually last me a fortnight, now I have to make this soggy handful of tobacco last me a fortnight. And worst part, the moment you open the plastic wrapper to even smell or feel the tobacco, no returns. It's horrendous. Tobacco industry make millions a year, and can't just dry out there tobacco a bit, make something that isn't a soggy mess. And still charge you for it. This is the type of tobacco they should be giving out as a failed prototype. Not charging for.

Hi there,this is the second time i have logged a complaint which of the first i heard nothing back from you regarding this issue,i have brought this brand horizon blue 25gm loose tobacco for years until last year i have been getting uncut,pieces that look like dirt,hard and crumble when squeezed,storks of hard stem,i am 51 yrs and have the liking of this brand,now i buy a 25gm every week and nearly every pack there is unconsumable product which in weight costs money.not only is it annoying but wasted money as you know tobaccoo is exspensive and i dont have the money to waste,the lastest pack also had wasted product,i have been to the point of changing brands if i find more in a new pack of horizon,but most do not have the satisfing taste as horizon blue does,now im not sure why this is happening maybe QA is not doing there job or maybe machine problem?but this is not good as i said before weight cost dollars when it comes to loose tobaccoo,i have included photos of my last two packs which contained wasted product,i will keep collecting the unuseable product as proof.please do something about this,as i probably will still get this until it is fixed.thank you kindly

I have found a piece of actual wood inside my pouch that is not tobacco and also large pieces of bark. Was purchased from Woolworths in Hastings Victoria on Tuesday the 7th of February. Each pouch I have got lately seems to get progressively worse and worse and I would like something done about it. Otherwise I will change using your tobacco products

I've been a JPS Red smoker for quite a few years and lately I seem to be opening pouch after pouch full of these bark and leafy bits for the price we are paying we shouldn't be getting so much bark and leaves in our products, I don't like finding out the pouch I spent nearly $60 on is more leaves and bark than actually tobacco it's rather convenient for your company to have more leaves and bark in your pouch making the weight seem more then we have to spend more money because we didn't get the quality product and had to waste so much of it

Hi, I am now making my 4th attempt at raising my complaint/feedback in regards to the white ox tobacco pouches, that mind you, I've been buying for the last 15-18 yeara constant!
Well, I must say that I have not really ever had an issue with the product, until just recently, roughly since about 6 months ago, as I mentioned above, that this is my 4th attempt at trying to get my voice heard and recognized, as I am currently not happy nor satisfied with the product I've been receiving, which is the amount of bark and how significantly noticeable in each pouch I've been purchasing! I have actually collected all of the bark out of 20 pouches (25g) and I have just about gathered a little more than half a pouch full! Which I think is outrageous. Please rectify this issue, as it's never been an issue before so I don't see why it is now!?!?

This is the brand of cigarettes that I smoke, however for the last 5-6 packets that I have purchased - at least (!) 2-3 cigarettes in each packet have holes near the filter making smoking these impossible. I pay $59.95 per packet. I have purchased from Coles and Cignall Figtree Grove & both have the same issue. I have attached photos of the latest packet and faulty cigarettes.

I have purchased a packet of jps red + form touch filter 23 and 2 of the cigarettes have holes in them.
Cigarettes were taken out of the pack to smoke and noticed it had a few small holes. Took out another cigarette, noticed it had larger holes cigarettes were purchased from Woolworths Warilla on the 22/01/2023
I still have the packet of which they come from

Hi there,

I have been purchasing champion ruby tobacco for many many years, usually 1 x 40g pouch a week - but with the price increase it has become blatantly obvious to me that with that increase does not come an increase in product quality to match - this week I purchased the 3rd 40gram pouch in a row (last 2 pouches purchased over the 2 weeks prior to this week) that was almost completely unsmokable! I have opened the freshness packaging and opened the pouch on each occasion and the tobacco has been beyond dry and there are large chunky bits of bark and stick like product which I have been unable to roll OR the stick bits are sharp and create holes in the paper once rolled into a cigarette - making the whole cigarette unsmokable! Of course I couldn’t return the 2nd or 3rd pouch - attempted to return the 1st one and was told it’s been opened so they were unable to approve a return/refund or replacement of the product/ that’s over $100 down the drain each pouch! Making it just over $300 I’ve wasted over the last 3 weeks on a terrible quality product! I’ve had enough and I am now purchasing tailor-made cigarette packets because I’m not smoking the crap I’ve purchased this week it’s just horrible stuff! Now that’s even more money wasted on expensive tailor made cigarettes!

Asked for a cartón of Parker & Simpson Blue 25s. Been smoking them for years.

Received the new Parker & Simpson "Longer Lasting Blue" as I was told that these have replaced the Blue + Firm Touch Filter by the management of the place I purchased from.

They're like smoking air. Plus, every second puff the cigarettes needed to be relight. They're a disaster and I'm really unhappy I'm now stuck with this carton of bad tasting, weak, hardly smokable cigarettes.

I regularly buy a carton of horizon classic blue 40’s smokes weekly from Woolworths broken hill and out of this carton two packets had over 12 smokes each with there filters only partly covered which are unsmokable. As you light it you can’t draw in the smoke as filter in not sealed. Highly considering changing smoke brands. Hoping you can resolve this problem as it’s a costly habit batch no: 21377

I am forwarding this to you as a concerned consumer of your Horizon cigarettes.
Due to the continual rise in cost of this product, it has put me in a position as a single mum with 5 children to reevaluate my spending on my habit but has also brought into question, cost effective ways to sustain my addiction.

On average, myself and oldest son are purchasing 1 pkt of Horizon 93 mm Long per day at a cost of $31.50 from our local Woolworths. This amounts to $220.50 per week, with a calculated cost being $1.578 per cigarette.
It is our habit and addiction and lay no blame or complaint on the product cost as they are.
My complaint lies in the wastage of the purchased product simply because of the production design.

The amount of tobacco per cigarette that is withheld between the filter paper and filter itself equates to, on average, a loss of 6.7 cigarettes per packet, being a pocket value of $73.87 lost per week. When you crunch the numbers, it is a huge amount of tobacco purchased but also withheld, as the cigarette design itself makes it impossible to extract the tobacco in its entirety, unless you are willing to smoke the filter paper as well, which an average person does not.

It seems unfair that, as the costs continue to increase, the quality of product is not matched to price, when the total expense for the wasted tobacco is of such a high cost.
I understand you may find this to be a useless and menial complaint but I ask only that my concerns be valued. I continue to purchase and enjoy your product and as I've stated previously, have no complaints in the quality of your brand, I am just saddened by the fact that my financial responsibilities have forced me to extract the clean tobacco from my smoked cigarettes to be able to continue in my habit in the most cost effective way. I hope that one day, the withheld tobacco will be recognized at a higher level and we, as consumers, will be able to enjoy the product in its entirety.

Kindest Regards,

Katie Brown

My 25gram pouch of tobacco is of extremely poor quality, there are massive bits of stem that has wasted half of my RYO and the amount of stem is excessive, cheaper brand of tobacco are of a higher quality.
I Monique McLaren purchased the product on Thursday morning 12/01/2023 at approximately 02:00 and the caltex servo in Thorton, NSW after finishing work. I do not normally purchase JPS tobacco but my options were limited.
Please refer to the photos of the product, you can see the chunks of stem in the pouch and the huge bit of stem on the packet of papers.

I bought a champion ruby 40g pouch from Beerwah Woolworths on the 12/1/23. When I opened the pouch I noticed it was the older style, looking at the tobacco it was dry and a darker brown colour than usual. It tastes like dirt and is totally unsmokable. As the package was opened I could not return it to the place of purchase. A waste of $120. This isn’t the first time this has happened and I think I will change brands instead of getting a pouch that I can’t smoke and wasting my mo

I purchased a packet of JPs blue firm touch filter 23 manufacturer number OG173K12059 from Emhance petrol station 506 Merrylands rd Merrylands 2160 on the 4/1/2023 and I’m only 8 cigarettes through the packet and it’s completely unsmokable very dry and gives me a really bad cough and very bad taste feels really old I been a happy jps customer for over 20 years and with the prices today it’s not right and I can’t afford to throw away for nothing please help rectify this situation This is my first ever bad experience in over 20yrs and I hope there’s no more I will not purchase from that store ever again

About the 29/12/2022 I perchased a pouch of White Ox Superior Dark Blend from the same gas station as I have for the last few years. The taste of the tobacco from this pouch is far from the quality of the White Ox that I have smoked for many years. It looks the same and smells pretty much the same but it taste like menthol tobacco. As they have fingered us on the price of tobacco. I ask that the pouch be replaced please.

Trevor

Many many years of using Tally Ho papers...

They are still my favourite paper. I buy the boxes of 5.

There are times however when its plainly obvious that a different glue has been used...Seasoned smokers can taste the difference. I have had a couple of paper packs where the paper is a few microns thicker too. Dont think consumers dont notice...when you have rolled 40+ smokes a day for 30 years, you become quite sensitive to the subtle changes.

I have 5 or so opened boxes that I tried papers from and just cant smoke. These give an odd taste when smoking and a strange taste after smoking.

I dont want a refund. My sole purpose of the complaint is to encourage you guys to get more consistency.

Bought a 40g pouch of champion legendary ruby from Woolworths at mod bury heights south Australia, Opened the vacuumed sealed wrapping then opened pouch of tobacco then found it stale to touch, not just the first part near the opening, the whole thing is crunchy and stale. Wouldn’t mind if it was $20 or whatever but buying a $100 brick of stale tobacco isn’t cool

Hi there, my name is jason I am 51 yrs and I am writing to you today as I have an issue with the Horizon blue 25gm rolling tobacco. I have been enjoying this product over 10 years. Now for the last 15 packs of 25gm tobacco I have been getting uncut or hard clumps of not sure what the clumps are inside my newly product now these are sealed clear wrappers untampered, so I am assuming this is done at your plant, now I have not keeped the uncut or hard clumped product as it would be inconvenince for me, the thing is this product is not cheap and it is weighed by grams so every little piece counts, so I am not sure how I am to consume this as it is hard and will not light, so. I buy a 25gm every week depends on how much I w and ant to enjoy my product, but since ive been getting in nearly every pouch I buy imperfections, so really I am not getting my moneys worth of the product and it annoys me to the point of changing brands which I have been using for years and I dont really want to but this happens all the time I buy them. now I have started taking photos of the rejectable product as I said I cant use it.

so I will end this complaint buy saying so please take care in your quality control as I cant not afford to waste my purchase or switch to another brand, please as I have been enjoying this brand of tobacco for a long time now.

thank you kindly

Your friendly customer

jason

I am a smoker of Riverstone roll your own. Recently, since the new style of packaging started (the longer fold over flap) the tobacco pouches have had these large hard chunks of black things and large tobacco sticks with both being unable to be smoked. The first couples of pouches, I gave the benefit of the doubt thinking it may be a bad batch but just opened another pouch and the same thing. The lumps and sticks are not smokable but I'm sure add to the weight of the product that i pay for. Could someone please contact me.

I have just purchased a fresh unopened 25gram pouch of white ox.

This has been happening frequently so tonight I actually photographed everything

Before opening it - tobacco spilt in in the clear plastic wrapping.

Weight. 27-28grams with clear sealed plastic.

26-27 without clear plastic.

22 just tobacco.

Come on for $70 im getting 3 grams less than I am paying for.

Why are you cheating and weighing the tobacco and pouch and plastic together.

This should be 25grams of tobacco weighing 25grams plus whatever the pouch weighs and plastic weighs.

Two 25 gram pouches a week, x 52 weeks is that’s 312 grams a year and I have been smoking white ox for at least 10.

How very disappointing in a company who like to pride itself in quality.

That’s without the new 59gram packets are useless and the seal is a pain to use, the plastic is crap and allows air leakage.

Like everyone else I get bark and clumps.

What happened to quality.

I’d like to know how this complaint will be dealt with in a reasonable way?