Imperial Tobacco Australia
Reviews and Complaints

Last couple of packets I have purchased from my local IGA have had roughly 4-5 smokes in each packet with the white paper around the filter not completely covering the filter leaving a hole at the end of the butt my friend who also smokes the same smokes has had the same problem brought from the same store see pic for reference of what I am taking about

Barcode for current packet is [protected]

Number on bottom of packet 3E16JQB 2330

Tuesday 14th November 2023 I purchased a pouch of 25g Riverstine rum blend from a smokemart in Adelaide S. A and there were clumps of what seemed to be tobacco that just needed to be pulled apart but upon closer inspection was in fact some sort of tar like substance which had tobacco stuck to the exterior of it. I didn't think to much of it until a few smokes later I came across another few clumps. I then inspected the entire contents of the pouch I had bought and found several more clumps.

I've taken pictures of what I have left of the ones I didn't throw away and also weighed up them few pieces I had which weighed a staggering 7g and that's just of what I had kept the rest I had thrown out prior not thinking about it

I purchased a 25g of river stone premium rum bland today the 17th of November 2023 at 9am

And when I opened it the tobacco is completely dry to the point that it isn’t smokable and it just crumbles to dust in my finger tip.

I’m not happy at all I have been buying riverstone since 2018 and have never purchased at pouch that is like this one at all.

I would like a replacement please

Hi,

The last couple packets of smokes I have brought (I do not have receipt or dates) the cigarettes have been flattened on one side of the butt or out of shape at the butt some of them have been cut funny and some have the paper peeling up. When smoking smoke comes from the side of the butt and inbetween the butt and paper, making them stronger and taste disgusting I can provide photos as I have not been smoking the affected cigarettes. I have tried going back to the store they said because the packet had been opened they could not do anything and that I needed to contact the company. I am extremely disappointed I have been smoking this particular brand for many years, I would like some kind of resolution as the price of cigarettes has gone through the roof as of late and I can not afford to be buying packets woth faulty cigarettes in them.

(The photos provided are cigarettes from multiple packets put together)

Kind regards

Amanda.

I purchased a packet of above tobacco on the 28th Oct 23 at a service station in morwell...an hour away from where l live...l opened it this morning...it is so dry..it crumbles...it must have been an old batch as it was in the older style with no clip seal only in cellophane wrapper

Really disappointing as I can't return it...could you please contact me to resolve this issue...Thankyou Dianne Angel

I purchased a 25gm pack of JPS Abundant gold tobacco last week. When I went to open it, the cellophane outer packaging was open at one end. I took out the pouch and when I opened that, the side of the pack was not sealed down the right hand side, to about level with the Yellow Warning Label. It looked like it hadn’t gone through the machine properly and was only part sealed. However this meant that the tobacco was extremely dry and crumbly and it was harsh to smoke so I didn’t even use it all. I have never had a problem before and I’ve smoked this tobacco for years.

I have been buying the above product for many years and have noticed a decline in quality over the last 10 packets purchased. The amount of unsmokable content has risen sharply. attached is a photo of the badly processed material from my last 10 50g packets and it weighs almost the same as a new 50g pouch. Not acceptable !

Also by way of feed back, the excessive zip lock and flap make things bore difficult for no value. It would have increased your packaging costs for no reason.

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]

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.

I bought a pouch of tobacco from on the run in port Augusta a few days ago. I didn’t open it until today, the tobacco is very very dry and very dark, almost black. I rolled one and tried it, it is not even smokable! At more than 120 dollars a pop I do expect to get what I pay for and you guys really need to do better. I have smoked this brand for many years and only ever had a few problems with dry tobacco but that has been fine. This is no good for anything but the bin. I’m really quite cranky about this! You need to do better!

We bought a packet of cigarettes from freedom service station at 32 Vaux Street Laidley and there was only 18 cigarettes in the packet and an apple air tag in the packet. We didn't realise there was anything wrong at the time as it was late at night and only realises something was strange this morning when we opened the packet. The serial number of the packet is [protected]. It was purchased roughly between 8:30pm to 9pm. We would also like a address to return the Apple Air Tag as there is a label on it.

I keep finding large bits of bark in my tobacco, I have been using your products for over 20 years and in the last 4 years I keep finding large bits of bark in your jps eternal red tobacco, I want it to stop as I can't smoke the bark so it is costing me money for nothing.

This I find is unfair and I want the bark to stop appearing in the products I purchase.

Also so compensation for the 4 years of bark in my pouches wouldn't go astray.

I have submitted a complaint about this a while ago - thought the issue had been resolved however, my husband bought another 25g pouch from our local TSG tobacconist in Macksville NSW yesterday (29/09/2023) and the tobacco is dry. It feels really crispy to touch & isn’t ideal to roll. At $64.95 a packet - I’m pissed off & quite frankly, at such a price, I expect quality. I notice that the packet isn’t in the new “zip-lock” pouch - rather the old “original” pouch, not sure if they are using old stock or if it is even genuine Horizon tobacco. Really, really disappointed.

I purchase a packet of p&s red 20's almost every day of the week, and normally experience no issues.

I feel that for the price consumers pay for tobacco products, we should atleast be guarenteed to receive quality products free from imperfections and damages.

I was quite annoyed to discover while removing a cigarette from the packet that it had quite a large tear on one side close to the butt end, making it more or less a pack of 19 cigarettes that I had purchased.

I have included a photo of this and would also like to note that this is not the first time that this has happened which is why I have decided to write this complaint.

I have had multiple packets with large hard pieces of 'tobacco' or some foreign object which has made the cigarette stop smoking and I have had to physically remove the hard bit from the cigarette and re light it.

I think your product is great but I also dont appreciate the lack of care and lack of attention to detail being given during the production and packaging of the product.

Hi I bought 2 pouches of choice blue 50 gram pouches and to my shock it was some of the worst Rolling tobacco I have ever come across.

it did not even need to be pulled apart not moist enough or even look like Rolling tobacco it was so hard to roll I had to buy a machine to roll a smoke I was constantly dropping tobacco out Rolling them .

I have been a loyal customer buying your normal packets of smokes now changed to Rolling my own my email is [protected]@gmail.com and phone number is [protected]

I'm Peter Michel I'm writing again on behalf of my mum Denise Michel and I don't consider this matter resolved ! I didn't even get a response to give to mum !

I'll write my mothers complaint on paper mail it in personally so I can be satisfied she receives at least a reply but a resolution ...

I'm not the best with technology either so again our address is 25 Newstead crs Parmelia 6167 WA if you want to respond to her and be reassessed she will receive a response in writing . Thank you

I purchased a pouch of tobacco on 11th September 2023 after opening the pouch it was a lot more dry than it usually is and is harsh to smoke. I called the number on the packet and they took all my information and told me that they will send a reply payed envelope to send the tobacco to them and if it qualified for a replacement they will send me one. The problem is I can't afford to do that I'm forced to smoke this tobacco even know it's not enjoyable. What if it didn't qualify for a replacement I would be out of a pouch. Was happy to send photos but can't afford to lose a full pouch. I won't be buying from imperial tobacco again, they have lost a customer after many years using there products.

I purchased a packet of Parker and Simpson Gold + Firm Touch Filter (40pk) from the BP On The Run Service Station in Broadview South Australia, today the 11/9/2023 at approximately 4.45pm. Upon opening the packet (sealed in the usual manner) I have noticed that the packet has been under filled containing 38 instead of the normal 40. I have taken a photograph of the packet as evidence of this. The printed code on the bottom of the packet is 3C30JQB 1910.

Executive Summary

I am writing this formal complaint as a severely dissatisfied customer who recently purchased White Ox tobacco from the King of the Pack and Rockdale stores. Upon opening the product, the aroma indicated a subpar, possibly counterfeit, quality. The handling of the issue by your shop attendants was inadequate and dismissive. Immediate rectification is expected from both the retail shop and the White Ox company. Failing to do so will result in a comprehensive negative feedback campaign across social media platforms.

## Details of the Incident

1. **Issue with Product Quality**: Upon opening the newly purchased White Ox tobacco, I noticed that the aroma was far removed from the product I have been accustomed to buying. This leads me to believe that the product is counterfeit or severely compromised in quality.

2. **Inadequate Customer Service**: The shop attendant not only refused to offer a refund or a swap but also complicated the matter by objecting to the type of resealable plastic used for returning the product.

3. **Unresolved Issue**: Eventually, the tobacco was left at the shop with a vague promise of replacement from the next batch. This, however, does not alleviate the inconvenience I have suffered.

Expected Resolution

1. **Immediate Refund or Replacement**: I expect an immediate refund or a high-quality replacement for the tobacco purchased.

2. **Compensation for Inconvenience**: The ordeal has cost me not just money, but also valuable time and trust in your brand. Therefore, additional compensation is expected.

3. **Formal Apology**: An official apology should be issued by both King of the Pack and Rockdale, as well as from White Ox.

Consequences of Non-Compliance

Failure to meet these expectations will leave me with no choice but to undertake a rigorous negative feedback campaign. Given my substantial social media influence, I assure you this will adversely affect both of your businesses.

I am confident you will address these matters with the utmost urgency they demand.

Yours Sincerely,

Yuri Divine

[protected]

Product complaint for fault of the filter came off. I had just bought a packet of Peter styvesant classic blue 20 pack when the first cigarette I pulled from the packet the filter just popped off the cigarette leaving a clean and perfect cut as thought it was never attached. That it slipped or dislodged upon pulling and it is not acceptable for the amount of money it cost to smoke let alone an brand that is pricier then most others to do that. Not that any cigarette should do that. I am autistic and to why I happen to be particular over the cigarette brand I smoke to why I keep buying them. I have been smoking since I was teen and not once before has that ever happened to me. That I'm down a cigarette when to be honest with you, I can't really afford financially to smoke so it is a big deal to me and does annoy me to why I have sent my complaint.