Imperial Tobacco Australia
Reviews and Complaints

I chose your cigarettes... This is not the first time I have found a problem, with you lack of quality... I swapped from what I thought was a different brand... Imagine my surprise, when I found you are all under the same umbrella... So I guess, your ability to produce a reasonable product fails @ times. This is not the first time I have experienced poor quality of your product. Yes it is my choice to smoke. However, it is your job to make a product that is worth the money you charge.

I have changed to parker & simpson... Was cheaper... Than jps... Now I find quality is just as bad... Last two packets the ciggies just break up... On packet... Code: 006212:07. Packet says made in nz... I challenge that. I suspect you use nz & ciggies made in another country.
Jo o'reilly
Ps: no I am not going to add a pic. However I am prepared to send your packet back with cigarettes... There you go useless corporate greed.

Hi there I bought a pack of Parker&Simpson blue 20's and found a substance that I don't no what it is. In 25 years of smoking I have never seen. Anything like it. I have taken photos and will keep it until I no what it is. Concerned Chad Wilkinson +61 [protected]. I have never complained before so I would like to have this matter resolved ASAP

Hello, been smoking champion blue for 10 years and just purchased champion smooth blue tobacco 25g from corner store near melbourne and the content is either really old or chop chop. Smells and tastes really bad and has much darker colour to the usually gold lighter colour of champion blue. Nearly un smokable. Should I try return to point of purchase? Thanks in advance

I have purchase 2x 50grams white ox and I notice that 1 pouch was so dry that when I tried rolling a smoke it all crumble in to dust. And the other pouch was not the weight to a 50gram it was 42grams so I am not happy and would like to make a complaint. I have been buying white ox tabacoo for well over 15years and to be honest I am not happy. Would you kindly send me out some tobacco or assist me out in any way to possible.

Hello my name is Jeremy Bullock and I bought a pack of tobacco from my local newsagent on blunder rd in oxley QLD 4075 on the 6th of may 2020. The issue I'm having with it is it does not smoke properly. I cannot get a decent drag from it. I am very disappointed in this product because tobacco is not cheap and I cannot afford to just go out and buy another pack

26/04/20 approx 2pm I bought a pack of ups gold 40s. This is a regular brand I smoke every day. I smoke a pack a day and have smoked for over 25years, so you can say that I know when something is not right. The pack was sealed when I opened it. The smell of the smokes once the packet was opened was wrong. Had a very strong purfume/chemical/chlorine maybe smell. As soon as I lit the smoke it had a potent chemical taste that lingered in my mouth. Unlike I have never tasted before. This lasted through the entire smoke. Tried another and another and it was still there. I took the pack to a friend. They smelt it and tried it, they couldn't smoke it, the taste was that bad. Tried 3 more people who all said the same thing. The cigarettes had brown marks on them, almost like they had been wet then dried. Obviously reported all this to the store and they are contacting the cigarette rep first thing tomorrow and I tried the customer number and left my complaint and details.
I bought another pack of the same brand extra from a different store, the pack had a different serial number. I opened the pack in from of the shop lady. They smelt normal. I got the last to smell the new pack and the (what I can only assume) contaminated pack. They also confirmed that the smell of the packs were completely different! The number on The smokes are the same, so they are the correct smokes. Since I smoked some of the contaminated smokes, I have had a headache, nausea and a little funny in the head. That packet has been contaminated with some sort of chemical and it is not ok! The pack was completely sealed and it is all of the smokes in that packed, not just one. So could only happen during manufacturing. I have kept the rest of the pack so it can and I hope it will be tested because there is definitely something wrong with that batch! Serial number 926314:39

I have images but they are to large for here.

Hi guys been using ur papers for over 20 years last few months the quality has gotten worse they rip easy dont stick half the time no matter what I do there just gone to [censored] will start looking for new brands to try also have told shops I go to about the poor quality so they can inform customers b4 purchasing ur product when u have so many ppl out there that buy theses papers why change the way u make them and word of mouth is more harful to a business than any thing else plz let me know why the quality is a big thing any more to you ppl are ur custmores not important to u?

Hello I have been noticing lately that my 50g pouch seems smaller so I started weighing the product. The last three pouches have been between 1-2.4g under the 50g weight but today's pouch weighed only 46.1g. Is there an issue with the weighing system? The price of tobacco has become too high to acceptably loose this percentage of product. How can this problem be rectified? I don't want to switch brands but I also don't want to feel ripped off

Hi every time I buy a pouch I always find big chunks of uncut tobacco in them every single time! Feeling ripped off. Also the pouches are mostly underweight. The only reason I'm still buying your product is because its the only tobacco that doesn't give me major migraine headaches.. doesn't matter which smoke mart or supermarket I buy it from its the same big chunks and underweight.. see attached photo 5c piece included for size comparison. Cheers..

Good afternoon, I am usually not one to complain, BUT the amount of wood/bark that I have been getting in my pouch of ox (25g&50g) has been getting more and more every time I buy a pouch. I have been smoking ox for 21 years and the amount wood/bark is just disgraceful.
My contact number is [protected]
Looking forward to your call.

Thanks
Dan

I purchased a packet of Horizon 93mm blue today from my local smokemart. This is my normal brand and i endeavour to buy your brand every time i buy cigararettes. Unfortunately two of the cigarettes were squashed and really not usable. I have photographic evidence of this and am sorry to say this is not the first time this has occured. The Bar code is [protected].

In both packs damaged ciggies up to 6 cigarettes in each had holes in them- bought from local IGA and Coles-

Purchased White Ox 25g pouch CTC Mortdale 21 March 2020. Supposedly a premium product with price to match.
Pouch felt uncompacted and could easily fold pouch in two. When home, but BEFORE removed cellophane outer packaging I weighed it on highly accurate scales netting it off against the previous empty main pouch I had purchased 2 days previous (exactly identical pouches...same label warnings etc). Result..over 1 gram short ..but with with weight of cellophane outer factored in...short over 2 grams of actual (highly priced) tobacco.
Outrageous!
Phoned the retailer immediately and the arrogant response was basically..."too bad...we don't manufacture it, call the number on the pack.'
Not good enough CTC or Imperial Tobacco. . No refund was offered and the call was abruptly terminated by the retailer.
That response basically ignores consumer rights in Australia and confirms that this product is being knowingly sold underweight.
I assume Imperial Tobacco is aware of this issue & thus is engaged in knowingly ripping off their rusted on/addicted customer. How long have you been ripping off me/us in this way?
Get back to me on this promptly please. My next stop is the consumer protection authorities in Australia, then social media and/or every smoker I come across in the next decade or two...
Concerned
Russell

champion ruby bad taste, dry in pouch was unopened when i got it ... causes a sore throat ... black tobacco ...smoked champion for ten years this isnt the only pouch that has been terrible in the last year ...

I have gotten half a tobacco leave at the size of 4cm and Id like to get some sort of compensation out of it as I know it's not meant to be in there, my email address is [protected]@gmail.com if you could reply to this as soon as possible that would be appreciated, if there's no response on the email address my phone number is [protected], thanks.

Tobacco is an expensive product, despite health and governmental perspectives around smoking, this should not constitute poor quality.

JPS tobacco is extremely dry and flaky, so it burns at a fast pace and can be quite difficult to roll.

Where a 25gm pouch would often last a period of 4 days, a packet of JPS has only lasted for 2days. It's burns so quickly that you are left feeling you have only had half the rolled cigarette and therefore will often follow with another