Imperial Tobacco Australia
Reviews and Complaints

To whom it may concern,

Both me and my partner have smoked Riverstone RYO tobacco for years and have been very happy with the products. The main reason we enjoy this tobacco is the moistness. We find other competitor companies tobacco to dry and not enjoyable.

On the 16/09/21 we purchased 5x Riverstone Rum RYO as we do on a regular basis. The tobacco on this occasion was far from moist. Very dry and not enjoyable at all.

We are hoping this was just an unlucky experience and will continue to purchase Riverstone in the future providing this isnt a regular occurance.

A refund or replacement of products would be appreciated on this occasion.

Kind regards,

Dean S

I have recently switched to your brand and style of cigarette
In the last two packets I have had an unacceptable amount of hard stems that clearly can't be smoked
I switched because price of premade smokes is out of my price range
And jps offers an affordable comparison with the freedom to roll a smoke how I choose
I would like some sort of response/replacement
As it has been a good two years I've used your products and it's taken time and effort to learn how to hand roll
Thanks

Been buying Parker and Simpson for about a year and this is the 3rd time this has happened the orange bit of the filter has come away from the actual filter My phone is not letting me upload my photos if there is a email I can't send it to

I'm just complaining to you about you parker and simpson gold 20's smokes.
I purchased a packet and the filter detched from smoke as I pulled it out .wasn't too concerned until it happens to 4 or 5 more in the same packet which is not acceptable so 1/4 of pack was useless.
Not satisfied at all with the product now I've been buying for a long time and are thinking of switching brand to get a better product

There is chunky debris in my pouch. I'm more than half way through my pouch and here are a number of small to large debris (not tobacco) objext I am finding in my pouch. I understand the occasional stem or twig but these are black and soft, and others are brown and flaky and hard. I don't know what this is and don't understand why it is I my pouch.

Hi i have been smoking this product for a few years occasionaly i get some larger pieces of tabaco which i dont mind just throw em away but i just pulled a chunk of what looks like black tar out of my packet its roughly 6mm wide 6 mm long 2mm thick.its honestly Not much of a problem. As it probably only weighs .3 of a gram but thought ide speak up about it as its a first for me :)

HI, I was wanting to make a complaint about a packet of cigarettes i purchased.
In one of the sticks there was a hard black piece of material that was sticking through the bottom near the filter. As i ripped it open to get it out i was shocked at what came out - it may be a part of the tobacco plant, or chunk of charcoal, i am not sure. I can assure you this is not meant to be in a cigarette.
i found the imperfection on the 14/09/2021.

i look forward to hearing from a representative

Justice Madden
[protected]@gmail.com
[protected]

I have been smoking Riverstone for a while now. On many occasions now I nearly choked to death by unbeknownst to me smoking some of the black tar crap that is this product. Where is the warning label? It is not a pleasant experience. I think your CEO should roll one up and try the black tar themselves. See how they like it. I have also been finding pieces of wood and stalks and other bits and pieces in this product. I have attached a photo of the black tar that I am talking about. Is this to make the product heavier?

Hi. Just wanted to let you know that over the last few months, I keep finding large hard lumps of, what seems to be, unprocessed tobacco. Hence, I don't think I am getting my 25g worth of smokable tobacco. I have kept the last two pieces found in packet purchased from Woolworths Port Lincoln 2 days ago if you would like me to send to you. Hopefully it is something you can review in the processing area and rectify.
Many thanks,
Louise

Purchased 2 packets, on Wednesday, and I've had a lot of the filters not secured. I purchased some papers to rectify this but I would suggest, with the astronimic cost these days, your 'quality control' is sadly lacking.
Also, I quite often purchase the RYO but have found that it has been dry & a large amount of 'sticks' & 'bark' in the contents.
I can be contacted at [protected]@hotmail.com

Hi, my name is Narelle and I purchased a pouch of JPS red ryo tobacco yesterday, opened it today and it is as dry as hell. I have been smoking the same brand and strength for over 10 years and this is the 1st pouch I've come across like this. Could you please resolve this matter. My email address is [protected]@hotmail.com Thank you for your speedy response in this.

Inside one of my cigarettes was a strip of bright yellow cardboard about 2cm long
Code on the pack is
QCBDRa1AqGtjSLC
1C109L4 1317

Im writing to complain about a pouch of riverstone rum blend 25g the whole amount of tobacco is that wet i can not smoke it, this is the 1st bad batch of tobacco ive come across, im not happy what will be done about this, a 25g pouch is $49.95 wasted

I purchased this packet of cigarettes and there was an unsmokeable one in the packet, it's was ripped and the filter wasn't attached. This has happened on multiple occasions. I would appreciate it if I could please have a refund or some replacement cigarettes because this is a reaccurring problem. I would really like to resolve this issue so I can move on thankyou.

Hi my name is Nick, I recently got a replacement for some white ox tobacco pouch which I complained about and was very happy with the outcome. But my gladness dimmed when I again found way to much bark in 2 of the pouch replacements I wasn't going complain again, but after purchasing 2 x 25g pouches I found even more bark in the 25g one than the 50 replacement one. I have kept the pouches and bark from each one and I am sure that imperial tobacco product quality department with again respond quickly and favourable to my complaint. I tried uploading a picture but for some reason it would not upload. I await your quick response. Thankyou yours truly Nick

The pouch of tabacco i bought contained a small amount of glass see photos bellow this added alot of weight to my pouch and could have caused harm

Love the tobacco
The last 2 pouches we have bought have had a lot of hard bits in it n big stick pieces. Didn't think much about it til the 2nd pouch was the same. I wouldn't usually say anything but are ridiculously priced these days and we buy alot as there are 4 people in my family who smoke. Riverstone Rum is the only tobacco we buy because it isn't as dry as the other ones and it's so smooth.

I purchased a pouch of my normal blend that I have been smoking for a lot of years to find the quality and amount under a 50g was 43.7g the price of the Tabbaco and reducing my shopping and not to say bills to cover my smokes habits has taken a toll so if we could at least get what it says on the packet be much appreciated I have been let down a few new packets lately

3/09/2021

I was disappointed in finding that one maybe more cigarettes have filter paper lifting. With the price i pay for them i expect them to be all smoke-able.

I usually get my tobacco pouch from woolworths king's meadows, tasmania. Today I went to coles in launceston city and noticed a drastic difference in the quality of tobacco. It was dry and not nice at all. I compared the old used pouch and the recently bought one. Old one (better tobacco) form woolworths says it's made in new zealand and the crappy dry tobacco which I bought today is made in netherlands. I'm very disappointed in the product cos it cost about $60 for 25grams. I cannot take it back to coles because they don't refund money for open tobacco product.