IQOS UK Reviews 9,433

First of all their website it's total garbage. It's like they paid somebody a fiver and a pint and they got their website. I had a problem with the order due to how chaotic that website is and when I try to fix it using their AI built in that thing was as useless as reading glasses to blind people but I end up calling and spoke with this Bilal and he was more than amazing. Was able to sort everything out in a matter of minutes. He did not waste my time it was direct and professional. Could not praise him more. So if you want to use them pay attention to their website because it is horrendous

I think you need to try any different courier! I have ordered a next day delivery paying over £130 and the courier has lost the parcel(dpd) however it will take you 3 days to investigate? It took me 1 call! So I order another delivery pay another £65 plus extra for a next day delivery and the tracking says it will be delayed by 24 hours(DHL this time). Your customer service isn't very helpful to the customer but very adverse in your company complaints and investigations process which means this must happen quite often.. In short, I'm nearly £200 down, no delivery and not even an apology from your team.
I must need to give up using Iqos it must be a sign. Please get me refunded in full and I think I'll quit

Azzy was very helpful and issued me with replacement device cause mine stopped working. Pleased with that.

I rang Iqos due to a faulty machine a lady called Jasmine diagnosed the issue for me very quickly and the matter was fixed very quickly thanks

I have been an IQOS customer for a few years. They've turned totally weird. The "Gold" club membership now gives a lower discount than a multi buy. So I've cancelled my subscription as it's no longer worth having.
Then the problems start. My last subscription delivery, which was always sent through DPD previously, with no issues, was sent through Parcelforce this time. I waited in 2 days, they never showed, claiming I wasn't in the first day (a lie) and secondly the address was inaccessible????
Through Royal Mail's online tracking they tell me to arrange a new delivery or pick up from the local depot. I have no delivery card, because they never posted a card through my door....there was no attempt to deliver, so I do not know where it is. There are several possibilities locally.
I've asked IQOS for the £300 refund....but ridiculously they claim to have no record of my email address.... despite me using this for a few years, the one I log into my IQOS account through and the one IQOS send emails to me through!!!
I've now got to take steps to recover my money while the parcels sits in whatever depot Royal Mail or Parcel Force have taken it to.
I will in future just buy at full price from the local shops.
Update: IQOS tried to get this review removed because they reckon it's not genuine. Order ref. 1074761557

live chat was very helpfull, i managed to get a replacement pocket charger as mine stopped working. Very quick and easy to use

Bilal was very helpful polite and understanding he resolved my problem as I had put the wrong door number on my order and he escalated it to amend it and assured me it would be delivered to the correct address. Bilal also explained about subscriptions as it would work out cheaper very pleased excellent customer service 👏

Quick delivery, good products and very nice and useful customer service. Thank you Daisy for your support.!

Great experience on how to accommodate and assist me. He is very patient and helpful. Five STAR ⭐⭐⭐⭐⭐ to you AZZY!!!

She is very kind and helpfull this is good experiance to me thanks💕

Fadwa was super fruendly and helpful.

I am extremely disappointed with my experience.
I placed an order on 14 June and never received it. Despite contacting customer service multiple times, I was repeatedly told that my case was being investigated and that I would receive a refund within 72 hours. This never happened.
It has now been over two weeks, and I still have not received my order or my money back. There has been no proper resolution, no clear updates, and no accountability for the delay.
The customer service experience has been frustrating and unhelpful. I had to chase them just to get basic information constantly, and even then, nothing was resolved.
At this point, I am still waiting for my refund, which is unacceptable for a company of this size. I expected far better service and reliability.
I would not recommend based on my experience.

STRATFORD WESTFIELD

The staff are fantastically helpful,patient,friendly👍
Their helpfulness is impressive.
Thank you very much🙏

/Edit Berenyi&Sandor Torok/

Maria resolved my issue quickly and I'm pleased with the service and outcome she provided.

Roudane,a member of Icos was really helpful and friendly. He wrote down my complaint and was compassionate to me. Tks 👍

Contacted Iqos about a replacement pocket charger, replacement charger was ordered. Bilal made the whole process very easy.

Had a few issues using website on my mobile, called IQOS UK who were very helpful and resolved issue. Also Veev in Prime stopped working, BILAL went through test of device and asked for it to be returned. Replacement arriving tomorrow. Except customer service.

I meet a really nice lady that works at the iqos in Westfield Stratford and she convinced me to buy the Levia Bluberry and it was the best choice and her name is Mya

Ian the call was extremely knowledgeable of the devices
He helped me chose and got the colour I wanted thank ypu