Imperial Tobacco Australia
Reviews and Complaints

on opening a new pouch found a LARGE, un-smokeable piece of bark which i've kept as proof. as a long time customer I am accustomed to finding small pieces like this but I feel a large piece, such as I have found, is unacceptable. Also, I have noticed a marked drop in quality (albeit small) over the years. With the Australian government imposing ridiculous tax increases on tobacco products on a regular basis, your products are increasingly becoming out of reach and customers may need to find new sources. I sincerely hope that this complaint will be dealt with in a timely manner.

Hi. I have smoked champion tobacco for a fue years now and as of late I have been getting a lot of big chunks of leaf and stem matter which ruins your smoke if rolled into one, I have collected just what I got out of my last pouch to prove my point, but it is really frustrating as a pouch costs over 70 dollars each which is a lot of money when you have to discard a considerable amount out of each one, at first I thought it might have been a bad batch but it has continued to happen for quite a while now, i have attached a photo of what I have pulled out of my current pouch so far, your response would be greatly appreciated, thanks. Zac cahill

I regularly smoke Drum Classic Blue tobacco and although regular have some quantities of chunky matter that is not smokable, two of the last three packets bought from my local grocery store have had excessive amounts. The tobacco in the last pouch I purchased was so dry it was almost impossible to roll and when successful, ended up falling onto my shirt and skirt which now has burn holes in both items.
At around $70 per packet and additional cost of over $200 to replace my garments, to say I am not happy would be an understatement.
I would be keen to discuss any opportunity for compensation and would view this as a sign of good customer service when considering my brand options in future.

Yesterday afternoon (Wed, 08/08/2018) I went shopping at my local Coles Shopping Centre in Gosnells, Western Australia 6110.

I purchased a packet of 50 x JPS Menthol cigarettes, which I usually do everyday couple of days. I never counted the cigarettes inside the packet before.

On this occasion I was splitting the packet with my mum, and to my disappointment we found that there was only 49 cigarettes inside (should have been 50!). We both counted a few times.

I can't help wondering if this happens a lot, and whether I've been ripped off like this before, just never noticed.. Smokes are already ridiculously expensive (over $50 a packet of 50) and it makes me angry to think that there's some missing too.

I'd like to get some money back, or at least some cigarettes please. As I have been your loyal customer for many years and would like to keep it that way.

Many thanks.

Changed ti this brand as cheaper alternative, although the tobacco is good quality the product itself is not. Found a unfinhsed (not sealed around the filter) cigerette obviously due to the production line. This is the second time and at $44.00 a packet that equates to $1.10 per cigerette :/ purchased 08/08/1/2018. At iga maroochydore Bar code [protected], number at bottom of packet 724310:16. Please check your production line, as I do not want to find another half made cigerette in any future packets otherwise I will ve changing my brand again, can supply a photo and will keep cigerette if you need it to see. Please replace my purchased product.

The filter was not glued on and the quality of the smoke was poor and at the price you pay for cigaretts thease days it's verry disappointing it's not the first time it's happened to me I'm almost to the point I will be changing brands of cigarettes what can be done about this Do I need to call the [protected] number I would like some kind of explanation on why this pore quality keeps happening

The prices have gone up! You should at least get what you pay for, one would think! 25 grams they say! Not in the last few packs we have purchased. We have weighed them as we felt they were getting smaller! You guessed it 22g and 23 g ...False advertising or what! Not happy! We have a right to get what we are paying for ! Arrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrgh

Purchased my normal brand rolling tobacco and this pouch is so dry I can't even roll it without it all falling out. I have never had a pouch this dry ever. It's so dry the pouch "crunches". Cannot get an exchange and now I'm considering changing brands because it's almost unusable. Oh well there's $31 down the drain...
I don't understand how the quality of this pouch is 50% compared to usual.

I've been a consumer of white ox for over 15 years now. To spend $74 or $39 only to get dried up crumbs and a few sticks is a bit unfair wouldn't say? And then to be told that if the tobacco is unwrapped I can't get a refund is absolutely preposterous. Imperial tobacco, you need to enforce rotation of stock, how u police this is not my problem. My problem is getting what we all pay through the roof for. Decent quality tobacco. I've given up on decently priced. I'd like to be reimbursed a 50g pouch and a 25g pouch of white ox. I'm more than happy to show my proof of transaction and name location of purchase. I just want what I've know white ox to be, which is quality tobacco.
Thank you
Nicholas Rolland

We only purchase this brand generally in a carton of 4 packs. Usually find the quality is better than most but I was really disappointed when a pack of these did not measure up. The lighted end of the cigarette continually fell off burning holes in my clothing and sometimes my fingers trying to extinguish the lit end and remove it from my person. Doesn't happen that often but at the price I pay for the privilege I have to ask am I entitled to a refund or some complimentary packs for my damage to clothing? It was a damn Adidas tee-shirt so you can see why I was irritated and upset.

I bought cigarettes on the 1/07/18 from my local shop and many of the cigarettes in this packet I bought do not have the crush ball in them.
Quite upset about this as I could have bought other cigarettes for cheaper but I buy this brand (jps crush all) as they have the option to change into menthol if needed. If someone could contact me regarding this matter, that would be great thanks.

I purchased a 30g pack of horizon menthol from the 4 Square on Edmund road in Rotorua, New Zealand.
There were no issues at first, but as the tobacco dried (not a long period of time, I go through 2 packs a week) the tobacco, which is mainly large sticks, is extremely flammable.
As in, you light a cigarette and the whole thing catches fire and blackens immediately.
I have retained some of the tobacco should you wish to investigate.
I must say I am so thoroughly disappointed by this as the cost in cigarettes in NZ is extortion and I have stuck by this product for 14 years.

Please advise.

Thank you for your time.

Alana Dempsey

I have remained a loyal Champion customer for almost a decade. As the price of tobacco surged in recent years, I happily paid the extra expense, knowing the tobacco was of a higher quality than most other brands. Over the last few years, however, the quality has declined significantly.

I constantly find big, hard chunks of stem in every pack I buy, along with those little black balls of resin every now and then. In my opinion, the presence of these other materials means that I am essentially being ripped off! When I buy 50g of tobacco, I do not receive 50g of smokable product because the packet contains all this other unsmokable plant material that is useless and simply thrown away.

Considering the high price I pay for this tobacco, I am very frustrated by how terrible the quality has become. When I purchased a pouch of Champion Rich Red (a "gold" strength tobacco) in Sydney over the weekend, my frustration with this brand deepened.

When I opened this pouch, the aroma smelled particularly strong. Upon smoking a few cigarettes, I began to suspect the tobacco may actually be Champion Ruby (a"red" strength tobacco). I asked a few friends for their opinion and together we concluded without a doubt that the tobacco was Champion Ruby. Obviously the tobacco was packaged incorrectly. A mistake this huge is simply unacceptable.

It seems the substandard quality of Champion's tobacco, recently, has become their new standard. With this, along with the problems surrounding my latest purchase, I have been left furious!

Champion's apparent inattention for proper quality control demonstrates a complete disregard for their customers satisfaction. They expect us to continue to pay top dollar for their 'premium' product, while at the same time, hoping we will ignore their carelessness and neglect, and the disappointing impact it's caused to their product.

Ive been buying whiteox for alot of years now and havent had many complaints except the 25g pouches of white ox are usually full of stalks but this 50g packet i bought had bits of plastic through the whole 50g pouch. My packet wasnt damaged so the plastic was already in it. I bought it from woolworths at logan central 4127 qld.i tried to return it bit they said they couldnt and told me to contact u guys. I would like some compensation for this since a pouch at about $70 isnt the sort of money you can let slide.

I just opened a new packet of jps + crushball blue that I purchased from Ctc at rutherford nsw
My 3rd smoke had no crushball which is the reason I buy them as I don't like the original flavour until the crushball is popped
I have pictures of the smoke packet, barcode and the smoke and all numbers are the same I haven't checked all cigarettes but so far only found one without crushball an I am very disappointed

I have bought a few of these tobacco pouches, they have a lot of bark and one pouch had some sort of ball in it that resembles goat droppings. I like JPS Red, it is the only tobacco I can smoke, and I but I am quite disappointed in what comes inside it. I can't smoke balls or bark..
Thank you for reading.
If you could please email a response that would be good.
[protected]@gmail.com

I have smoked white ox from the age of 15, i am now 60 yr old, i have complained about the big chunks of uncut tobacco in the packs before, i live out of town i go in once a month to shop and buy 11 packs of white ox tobacco, The chunks are still there, i have had enough from now on i will be looking for a better brand, its a shame because ox was a great smoke, sorry one unhappy smoker

The 25g pouch of tobacco I bought was unfortunately extremely hard to roll as it was full of really thick woody bits or tobacco and was overly dried out and probably half of the pouch has been wasted while rolling just from overly dried out bits, big woody bits that have to be tossed and the overall sthe tobacco was unsatisfactory for smoking, I'm usually a constant buyer of your products until the latest unsatisfaction but may switch back to ur products in the future to see if has changed back to the usual satifactiry product

I always buy horizon 50gm tobacco. Last couple of pouches have had hard sticks and bark all through. Each pouch costs $61. We pay a premium price here for tobacco and I am not happy with the quality. Any other product that is not satisfactory I would be offered a replacement or refund. I would like to hear your response. My email is [protected]@live.com.au

Been smoking escort cigarettes for 20 yrs now and have never complained... But now im paying around $43 per packet I feel the need to let you know im not happy. I bought a pkt the other day and over half the smokes were defective! They burnt uneven, one side disappeared fast whilst the other side seemed like it full of chunks of bark so something. These big pieces of what ever they were burned black but didnt turn to ash.. The burnt black chunks fell onto the ground! Very unhappy especially considering the cost of the packet.