Imperial Tobacco Australia review: Golden Virginia Prem Ryo - Code 0E192J5 0222

Dear Imperial Tobacco Australia,

I am writing to talk about a recent purchase of tobacco products. Specifically, I bought "Golden Virginia Prem Ryo" with the code 0E192J5 0222 on 3 October, 2023, from a store in Sydney. It costs me AU$425. I have included a copy of the receipt to show you.

I bought this tobacco for two reasons: for myself and as a gift for a relative in Brisbane. But when I opened one of the packages, I found a big problem. The tobacco inside was very dry, not fresh like I expected.

So, I called the store where I bought it. They told me to contact your company because you supply the tobacco to stores like theirs.

At approximately 15:20 on Wednesday 4 October 2023, I called the number [protected] as indicated on the tobacco package, spoke to some lady briefly, and then I was transferred to Tracy. When I talked to Tracy, she asked me to read the code on the tobacco. But she interrupted me and said the tobacco was old and had been replaced with new ones with different labels and packaging. She also accused me of being connected to the store, which is not true. I'm a 21-year-old university student, and I tried to explain this to her, but she was not very nice. She even threatened to end the call, thinking I was recording it, even though I assured her I wasn't. Then, she hung up.

I tried to call Tracy again to explain, but she still accused me of recording and told me to call the store again. I was disappointed.

After talking to Tracy, I called the store again. I told them what Tracy had said about the tobacco being old and replaced. They didn't know about any replacement and said there was no expiration date on the packaging. They said only your company would know about that.

I appreciate your help so far, but if we can't solve this, I might have to ask for help from the Australian Competition and Consumer Commission (ACCC).

This is a confusing situation, and I hope we can work together to find a solution. I kindly ask you to consider replacing the bad tobacco or giving me a refund. The quality of your products is important to me, and I believe we can fix this issue.

Thank you for your time and cooperation.

Yours faithfully,

Quoc Hung Nguyen

Mobile phone: [protected]

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