IQOS UK Reviews 9,435

In customer services, I had misplaced an order using Zyn's code for a free sample after wanting a different flavour. Tina assisted me, and our conversation was very efficient and professional. As a gesture of good will, she had replaced the order for me with my desired flavour. I am very happy with my experience with Zyn and the service their member Tina provided!

Farouk was really helpful! Thank you so much. I always find Iqos customer services very helpful.

Until I get my refund I could not mark it higher. The gentleman I spoke to today was helpful and polite

I got a call from Daisy to follow up how I get on with the device since I am a new user and Daisy was very helpful and very nice and patient with me. Also still exploring all the flavours and looking for the one I am going to enjoy and it was nice to get welcome special offer.

IQOS advertised next-day delivery, and my order qualified for free next-day delivery because I spent over the required amount. I placed the order on that basis. However, IQOS failed to deliver the parcel the next day as promised.

The online chat was also extremely frustrating. It appeared to be a robot, but this was not clearly indicated to the customer. I wasted my time trying to explain the problem, but the system did not properly understand the issue and failed to provide any meaningful help. Customers should be told clearly when they are speaking to a robot, instead of being left to waste time with an automated system that cannot resolve the problem.

IQOS should also seriously reconsider using DPD. This was not only a communication issue. DPD failed to deliver the parcel on time, and the delivery communication was unacceptable. I only received a delivery update after I complained directly to IQOS. Before that, there was no proper delivery schedule. If I had not contacted IQOS myself, I believe the parcel would still have had no clear arrangement for delivery.

This is not just a minor delay. IQOS promoted next-day delivery, took the order on that basis, and then failed to meet the promised service. The poor performance from DPD and the lack of effective support from IQOS made the situation even worse.

I expected much better from IQOS. This was a very disappointing and unprofessional experience, and IQOS should offer a proper goodwill gesture when their promised next-day delivery service fails.

Friendly and helpful advisors on the helpline, it's frustrating that my package (with devices for recycling) went missing in the post so I won't get the credit for it, but that isn't their fault 🤷

Call was dropped while on hold and I had to call back to get it sorted, which again is frustrating - but overall a positive experience.

Just wish they did low / no nicotine pods rather than them all being high nic 🤷

my customer service agent was Mehdi. he was very helpful and informative in every question i have asked. thank you for his service!

Azzy was really helpful today. Thank you Azzy

Mehdi helped me and I appreciate his time and patience

Had a lovely chat with Daisy today . Arranged three packs of IQOS Terea silver at a very good price.

IQos are a superb company who regularly suffer from the delivery companies..PARTICULARLY DHL!! But the customer services of IQOS themselves is second to none. Friendly staff, super helpful and extremely efficient. Follow ups, regular quality checks and quick solutions means they are trusted and value their reputation. Superb company...

Awesome interaction with Farouk, great customer service!☺️

Hi there. I've stopped using Terea Amber and was left with a few packs I bought for my own stock.
I am looking for an advise how to sell them ( for cheaper than normal of course)
Unfortunately, I don't know anyone local who is using the Terea sticks.
Any help would be much appreciated.

I want to extend a huge thanks to the incompetent IQOS customer service who sent me a 30% off of first subscription order pay link and ended up still overcharging me by £15, then had the audacity telling me that I have not been overcharged! If it wasn't for you, I wouldn't have looked for alternative to your product and boy did I find the absolute winner! Anyone who thinks that you can barely get a few decent puffs from this device, try the new Ploom AURA device with their premium EVO sticks, it's absolutely amazing! Device can be controlled via dedicated app to change the intensity to your liking and you earn points with everything you do that can later be used as a discount for any of your orders. Their Evo sticks are premium quality and also £1 cheaper than Terea sticks. They also work with Camel tabbacco lineup sticks! Thank you IQOS customer service for making this happen!

P.S.
IQOS will not post my review on their website, I've submitted it twice and it's still not showing up on their website!

I spoke with Saad about my delivery late, He was so kind, and resolved my problem about 5 minutes. I never feel dissapointed with iqos customer service. He’s fast, helpful, and kind. Thank you again!

Customer service today was great although sometimes it can be questionable
ED was very helpful in dealing with my enquiry and dealt with it quickly and efficiently

The experience with Mehdi was brilliant! It s the best employer of Iqos! Thank you Mehdi!

Great service,
Mahdi is been really helpful with resolving issue with my ILUMA device.
Been costumer of this company for more than 5 year now and they never let me down.
Any time I have an issue or requiring advice regarding their product, they always help.

Excellent customer service by Saad, who was polite and friendly.