IQOS UK Reviews 9,325

Really Nice i love IQOS

Top service, Jasmine was extremely polite and helpful. Thanks!

I have an issue with linking my device bought from abroad to my UK account, but Mehdi helped me sort this out online very quickly. Highly recommend!

Customer service very poor. Got invited to do a survey for IQOS with a promise of a £10 Amazon voucher, did the survey and got nothing. Tried to chase things up through chat, was told issue was being escalated and someone would be in contact, nothing happens.
No.issues with the products, but the support isn't there.

Bought this device as an alternative to vaping. Had some issues with registration but customer service is outstanding. Medhi who helme has been 100% the best. Would definitely recommend this contact and company to anyone thinking about trying. The choice of heated sticks is fantastic too

Jasmine was lovely and very helpful over the phone call

Omar was very helpful and sorted out my issue with competency.

Support is great!

Been a customer of IQOS for quite few years now. Purchased Levia zero stick strawberry & watermelon flavour a package of 10 (always liked all of their flavours so decided to go for a whole package) when I received it and tried it, it was horrible, it gave me headaches, tasted really bad, so I contacted customer services and asked if I could return it, however they came back saying no because I have opened the outer package however there was 8 packs in it not opened, thinking that they normally sell them individually I could still return it for a refund. They then send another email saying they won’t refund or accept the return. No consideration of the fact that the item is not consumable. Absolutely disappointing.

AVOID!
Abysmal customer service. Purchased as a first time customer, selected Royal Mail as I knew I would not be in and it’s a lot easier than DHL. Well, they decided to send by DHL anyway. I had to redirect it to a local servicepoint and then the parcel lost its tracking data. It was a massive inconvenience to go to there twice
While I cannot blame IQOS for losing a parcel in transit, which did eventually arrive somehow without any notification or parcel updates, they should have sent parcel by my chosen courier in the first place.
They also kept saying they were escalating my case and request for a refund in each email and really did nothing to help me, albeit being polite
I will not return nor will I recommend
No doubt I’ll get an AI reply from
“Marion” like everybody else, with exactly the same words. * since this review, I’ve received a refund

Agent was great very helpful his name was Omer

Yasinne was a nice person and ready to help me today. Nice to speak with you Yasinne.

Thanks

The customer representative Yassine was very helpful and dealt with my issue promptly. Thank you.

YASSINE, who was in communication with me was very helpful. He pointed out that the product I had was unfortunately out of warranty. He offered me a good deal on a new device.
I am very satisfied with the level of service YASSINE provided.

I ordered an IQOS device directly from the website because next-day delivery was heavily advertised. On the morning it was due to arrive, I received an email saying they would not be able to deliver that day. While disappointing, I understood that delays can happen.

The following day, I stayed at home all day and also have a Ring doorbell, which shows that no delivery attempt was made. Despite this, I received an email stating that a delivery had been attempted and that I was not at home. This was simply not true.

I contacted customer service and was told the issue would be investigated and that someone would get back to me. So far, the whole experience has been frustrating and disappointing.

If next-day delivery cannot be reliably provided, it should not be advertised as a key selling point. I'm still waiting for my order and can only hope it arrives on 10th day or so

Resolved issue and supported via chat

the agent was really kind and efficiently addressed my issues

Agent Ouss was really helpful and changed my monthly order over to Veev Prime. He also talked me through making a purchase of anew Prime starter pack as I am not very good at these things.

Ai did bare minimum and was confusing to be honest but advisor was great in handeling the situation, thanks to advisor Azzy

The IQOS Agent was very helpful and worked professionally throughout - It was a pleasure and could find no fault with how my issue was rectified