Imperial Tobacco Australia
Reviews and Complaints

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?

I live in Hobart and have been smoking champion Ruby for years now and have noticed that the pouches have been noticeably less full! I always purchase from the same tobacconist and it's getting more consistent. I've also noticed heaps of bark and black tar in the pouches. For such an expensive product and high grade tobacco I don't see much quality control!

Bought 2 cartons of Parker simpson cigarettes on Friday last week, have noticed that the smokes don't burn right, they break off and have been losing part of the smoke as they get a long ash on them and can't butt them, have to knock the end out and re light, this has been hapeneing with every smoke we both lite.

As we all know smokes are costly, so this is very poor quality of the product, also buying 2 cratons that all have an issue with is not good.

The last 3 packets I've had these big blobs of what seem like tar. The last packet had three quite big ones. I didn't worry but then the last packet has one so far but have only just opened it. It is clearly heavier and therfore not getting what I've paid for.

I buy from the same place every time which is smoke shop in Little Street Forster.

I usually buy 2 15gram packets a week. I hate smoking and hate the habit which i can't really afford. So I hate the feeling of being ripped off. Thanks

Since the change of the packaging, I've noticed that the amount of rolling tobacco is significantly noticeably smaller than it was previously with the old packaging. I used to get 4 days with a 25 gram pouch and since the new packaging, I can barely get 3 days. I still use the same filters, papers and using a rolling machine for consistency. When I bought a 20 gram pouch of Winfield Blue, I was curious of the size comparison of the 2 and I noticed that the 20 gram pouch was physically bigger than the 25 gram pouch, how is that possible? You need to return to the old style of pouch, fix the quality of your product becuase since the change of the packaging, as other customers has mentioned, the quality of your product has turned to crap and actually put 25 grams of rolling tobacco in your packages. This is meant to be a premium, quality rolling tobacco and it is definitely not anymore and I've been smoking Champion for about 6 years.

I have been finding large pieces of un-smokable plant material in every pouch of Champion Ruby 50g I have bought for quite some time now.

I have collected some; see picture below.

As I attempted to send this email, a screen appeared to say my message was short and unlikely to attract attention.

I am assuming that you receive, read, and act on all emails sent to your company, and there is not a need to additionally "attract attention".

Hi.

Over the last month I have had 3 packets of Parker & Simpson reds with torn cigarettes inside each of them.

With the price of cigarettes these days I find it beyond a joke that the quality of service that goes in to packing them for distribution is lacklustre.

I work hard for my money and choose to smoke but I don't like throwing money away.

To have 3 packets within a month all have the same issues from the same brand of tobacco is outrageous and disappointing. I doubt this will be resolved from here but I'll pursue it further elsewhere if need be.

Hi, I've been a white ox smoker for over 25 years & love the product but I'm letting you know I've collected over 2 packets of unsmokeable sticks & hard rock type tabacco. I just am disappointed. A lot of friends have changed to Durham because it's $30 in my local tobacconist 25 gr. Anyway I enjoy your product even though everyone tells me to quit lol. Thank you for any feed back. Jason Lincoln. 21/24 Lachlan street Liverpool NSW 2170.

Ive brought 3 pkts pf parker and simpson(Blue+firm touch filter) out of 2 pkts 4 cigarettes have had half tabacco falling out of of the cigarettes,we pay so much for these a pkt and expect to get all cigarettes in tack...fix the problem! Brought them from coles bridgewater tasmaina on the 20th november 2022 serial number 2f15q1159 please resolve your problem

Hi I’ve been smoking white ox tobacco for 16 years I’ve never once had a single problem with quality or price of this tobacco but in the 6 weeks I brought multiple pouch’s that’s have been in smokable and very under weight I have been collecting photos of these pouch’s along the way for you guys to review.

I never thought I’d say this but as of today and the pouch I brought this morning I will no longer be buying white ox and will also be telling people to not purchase it either

King regards Mr King

To whom it may concern,

My name is Paul, I have been smoking Horizion Blue 50gram pouches for years but recently I have noticed the large dry bits of tobacco have increased.

This is my 3rd packet I've bought and I have to say it's the worst one yet for having so many bits in it that I can't smoke.

For the money I'm now paying over a $100 a pouch I can't justify why I'm paying so much money when I can't smoke these bits of rubbish, I'm not even halfway through this pouch of tobacco and I've added a picture of what I've found so far.

I have never complained before but I'm on a pension and I don't feel I'm getting my monies worth.

For awhile now i have been finding black

tar like stuff and bark in my champion ruby pouches the tobacco also seems damper then it used to, this last packet of tobacco i got was absolutely filled with crap and im pretty disappointed.

I brought a pouch 25g champion rudy tobacco from smokemart Shop 11/145 Egan St, Kalgoorlie WA 6430 at roughly 6-630pm on the 10/10/2022. Once i got home i tried to roll a smoke and kept pulling chunks of bark out, considering the coat of them these days this is really poor.

Opened pack and got a suprise with one smoke having a piece of tobacco stuck under the paper of the filter and messed it up leaving a big gap, you cant smoke it. Second one has like a oil mark with tobacco stuck on it, im unable to remove the tobacco as it seems glued on by the oil. the packet was brought today 10 nov 2022 from a tobacconist in north tamworth, nsw

Over the past 12 months I have been smoking Riverstone Premium Rum Blend 25g tobacco, I have found large lumps of black tar clumps, sticks and large pieces of raw tobacco.

I am very disappointed in the quality of the tobacco I have been purchasing.

I have forwarded you some photos in attachments for you.

The cost of tobacco has risen considerably, and the quality needs to be worth the purchase. The samples I have sent you are only a small portion of what I have found.

Please do not hesitate to contact me if you would like to discuss further.

Kind Regards

Mr Peter Fratin

600 Western Highway

Ararat Victoria 3377

Australia

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