IQOS UKReviews 

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.

UPDATE - IQOS never contacted me despite their reply stating they have sent me an email, email no where to find.

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

I have used IQOS, in all the iterations they have produced, since 2018. I have always bought the top devices, Duo, ILUMA Prime, ILUMA I …. I won’t use their subscription service as I don’t believe in using PayPal. But having to order £70 worth of product to get free delivery is not good for someone like me, who has to budget day to day.
Their new club is pointless. As a 56 yo man, I’m not going to festivals, I don’t want a free Starbucks coffee. I used to enjoy going on the website, seeing new things. But, I think they are aiming at a younger generation and are not interested in an ‘old man’ like me.
I will keep using the product because I like it, but boy do they take advantage of loyalty.

Wednesday 27th May:
No message in my emails as promised. As I said, they are only want new users. Sadly.

Very friendly and polite, explained how i was getting on with iqos. Always open for any questions i may have.

I've been an iQOS customer for 6 years. The products and the customer service have always been excellent. I recently signed up for their subscription service but was sent the wrong order. I wanted to keep them and pay for them as I'd already opened a packet and would need to order one to be able to send them back. I called and was told no, I would need to send them back. Today I spoke to them on their chat service. I explained the situation and after the security checks, Mehdi sorted it all out for me. Thanks so much Mehdi and I really appreciated you help today!

Great product, even better staff. We got approached by Gaye who was really lovely and knowledgable regarding the product, the pros and cons and gave us an amazing deal. Would definitely recommend!

Maria was extremely helpful and handled my issues quickly and professionally.

I had a chat with an agent named Omar who dealt with my issues incredibly quick. Polite, and fast responses. Great customer service.

Turquoise terea sticks very inconsistent with flavour, depending on manufacturing date, Some are great then some are awful! some even hurt your mouth & throat after a few.
At the point now after 6 year's first heets now terea I'm thinking about just moving on to Vapes.