ZYN UK Reviews 21

I would rate this web and customer service -0

I'm writing as a long-time customer to express my serious disappointment with the recent changes to your mini pouches.

The original cans contained 20 pouches. The new cans contain only 10, half the product. On top of that, the redesigned can no longer has a compartment to store used pouches, which was one of the most practical features of the old design.

This feels like a step backwards on every front: less product, less functionality, and no clear benefit to the customer. Whoever signed off on this change clearly didn't consult the people actually using the product day to day. It's a disgrace to what was previously a great product.

I'd appreciate an honest explanation of the reasoning behind these changes, and whether there are any plans to bring back the original format or the used-pouch compartment.

Regards,
[Your name]

Been trying to quit smoking for ages and these have really helped, it’s been a month since I touched a vape or cigarette. They have plenty of flavours, Some new ones would be cool but deffo not a deal breaker. Would recommend to anyone trying to quit 🙌

I met Sean yesterday as he is promoting zyn nicotine pouches and I have to say he was amazing a real credit to the company . His sales techniques are brilliant 👏

I'm in the US, not UK, and I have to say that the amount of actual product in these pouches is becoming nonexistent. Each month, it's like the company makes them smaller and smaller, to where the pouch now only lasts maybeeee 15min., if that, compared to the almost hour it used to when I first started buying & using this product. I'm not wasting my money on these anymore, going to a diff pouch. Thanks for nothin' but a waste of money zyns!

Unfortunately I didn't like Zyn pouches. The flavour does not last as long as the other brands and they end up very soggy. The are very thin which is good for being discreet but the very little flavour let them down.

multiple missing orders. nightmare customer service.
Just told to wait 72 hours every time. But 72 hours to them seems to mean weeks.
They refuse to redeliver, refuse refund.
Don't waste your time with them, plenty of better brands to use.

Still no email, no correspondance. Do not waste your money on these clowns.

Just spoke to “Jason” on the customer service chat. Enquired about a google ad I’ve seen “40% off 10 ZYN cans”. As I’m a returning customer I liked the idea to reduce the price. Jason told me it’s only for the first order (false google advertisement then? - it never mentioned first order). When I asked about any loyalty programs he told me that to be on the loayalty program I need to purchase an IQOS iluma or whatnot which has nothing to do with nicotine pouches. I politely declined it and then Jason without any further message just ended the conversation. I was polite and I responded in a timely manner.

Apart from this being a negative customer experience you guys could lose out on some recurring revenue as he did not mention the subscription you guys offer. I had to find out about it on my own.

I like Zyn but as I use nicotine pouches regularly I want to make sure to use a brand that has nice nicotine pouches, value their customers and provide the best deal possible.

Delivery failed, awaiting refund. Told to wait 10 days. The problem is with the website. When you enter your address and save it, the address is jumbled up and the house number is put after the county and before the postcode. Needs sorting out.

I placed an order on 2nd February, but the tracking shows it was returned to the warehouse. This has been a terrible experience and a complete waste of time. I am still waiting for my refund. (10/02/26)

This so-called free sample appears to be nothing more than a data-collection exercise, with the order ultimately cancelled under a vague and unjustified excuse.

I signed up for the advertised free sample and entered my London address exactly as I do for countless other deliveries. After three days of tracking updates claiming the item was “out for delivery”, I was informed that my address is “undeliverable”, with no explanation of what that actually means.

Zyn made NO EFFORT to send me another sample. Bot/canned replies was the only thing I got. APPALLING customer service.

I ordered my first batch of zyns on the 27th of January only to find out that I failed to add my house number 2 days later so the order was delayed. I then updated it via the website and called them to double check and they said it has been re ordered and they will send me new tracking info within 72 hours. The time passed by with no email or text so I called them again just for them to tell me it will be another 72 hours despite the previous call already being escalated. In the end I told them to refund me. Terrible customer service.

Thought I’d try Zyn, ordered from the website. Got an email from Royal Mail saying the package is being returned to sender. No other explanation. Will just stick to the other pouches.

I had issue placing an order, but Jasmine helped me to complete the order. It was great, but I still wonder why the iqos page has this kind of issue.

After deciding to quit vaping, I went though a phase of trying many different brands of nicotine pouches. ZYN turned out to be my favourite brand. They have two of the best flavours I have tried, Fizzy red berry and a spicy guava that just offer something different.
The customer service is excellent. Regular emails, keeping you informed of new offers etc, quick postage and a great subscription option to save big on bulk buys. Highly recommended

So far I’ve enjoyed Zyn. Just trying to find the right flavours and strength. What has stood out so far is that Zyn placed a follow up call for my order to ask how I was doing with the product. Really nice lady Lily called and checked how I liked the product. Keep up the good, strange these days for a company to actually care.

After trailing there free nicotine pouch and liking the product, I tried to place an order. However their website does not work at all! Created an account, added in paypal or debit card and once place the order, it automatically gets cancelled. This went on for over 4 weeks. Held multiple 45min conversations with customer service through telephone and through the website chat box. Generic, vague response to fob you off. Even requested for the Customer service manager to call, again generic feedback stating its a IT or accounts department error. No updates to fix the issue and that was 3 weeks ago. I have never experience such useless customer service and false advertising to purchase products when the service directly on their website should work. Even requested to close account and the same generic info sent out on the live agent chat box. Absolutely useless. I would give it no star if the option was there.

I have enjoyed your products, however, i think your products are missing key components. For 1, i wish it came in lower loadings.. sometimes i find myself wanting to use 1-2 mgs at a time so its hard to do that. Recently, i also started to buy the On brand, bc of their lower loadings and also realize another missing component in Zyn. Theres an actual component in the packaging where i can place a slightly used pod and come back to it later… i love this feature. If zyn had both of these components, i wouldnt go to the competitor

Good product, multi buy discount on websiteband even a free product on the first order. Just received my 1st delivery and I'm happy with it.

Ordered pack of 10 - only a single pack turned up in the mail. Revising my review a bit here, as Zyn actually not only refunded me, but resent the original order to make it right.

The only thing I would say is that their customer support via the website was confusing - as you do not receive any email confirmation after finishing your conversation with the agent in the window - and it leaves you questioning whether anything was actually actioned or not..?