IQOS UK Reviews 

I am writing this review on behalf of my partner following a dreadful experience with IQOS and their customer support.

We visited the IQOS pop-up kiosk at Westfield White City and purchased a "limited edition" device priced at £130.00, alongside tobacco sticks. Despite spending a considerable amount, the assistant flatly refused any bundle discount, rushed us through without handing over a receipt, and immediately moved on to the next customer.

The product quality and safety are completely unacceptable:

Faulty £130 hardware: The £130 limited edition unit stopped working almost immediately. A replacement was sent out, but that second unit developed faults as well.

Safety hazard: When removing the heated tobacco sticks, the tips become boiling hot—so hot that they actually burned the tips of fingers. There is no clear warning on the packaging about this risk. On top of that, the sticks are poorly made and the fragile tips frequently break off inside the unit.

Dealing with management and customer care has been shocking:

Incomplete refund & broken promises: While they eventually refunded the tobacco sticks he purchased online, they have completely ignored refunding the £130.00 faulty unit. A manager promised a full resolution within 10 days, but it has now been over 5 weeks with zero progress on the hardware refund.

Severe data security risks: He received an email demanding that he send his full name, home address, and complete banking details all bundled together in plain email text. Expecting a customer to transmit sensitive financial and identity data over an unencrypted email rather than handling it securely over the phone is grossly irresponsible.

Rude management: When my partner raised these legitimate security concerns with the manager, the manager constantly spoke over him and refused to listen, to the point where we had no choice but to hang up the phone.

Refusal to take ownership: To cap it all off, the company is now attempting to claiming the Westfield White City pop-up has "nothing to do with them" and that they only operate out of Kensington.

Disowning an official retail location, withholding a £130 refund on two consecutive broken devices, talking over customers, and requesting unsecure banking data is disgraceful. Truly dreadful service from start to finish—avoid this company.

I had an issue where my order was showing delivery despite no sign of the delivery.
I contacted customer support and Sakina was brilliant. She checked what went wrong and provided me the tracking information.

Very friendly and supportive customer care employee! Thank you

Needed a new Iqos machine and Lily was of great help, easy to talk to and great attitude!

Great customer service! Farouk was very friendly and helpful. He offered me a fantastic deal at a really low price. I'm very happy with the overall experience

Bilal from Customer Service was most helpful and resolved my issue.

Maria dealt with my 2 queries professionally and efficiently all issues dealt with and resolved

Fast with solution and helpful with everything.

Hasnaa was very patient and helpful.

⭐⭐⭐⭐⭐ Daisy was absolutely fantastic—friendly, helpful and very professional. Excellent customer service!

Very pleased.

Didn't have to wait too long to get through to customer service. Daisy the lady I spoke with was most helpful, resolved my issue with my subscription order in no time. Very pleasant. A food experience.

Very helpful

All is fine until there is an issue. DPD lost my subscription order worth £200. It was supposed to be delivered on Saturday, today is Wednesday and DPD confirmed the parcel is nowhere to be found and to contact iqos directly. First, I was given the false information by the advisor that parcel was delivered. It wasn’t delivered as it’s being considered lost by DPD. I insisted and then they checked properly and it’s indeed not delivered. Then I was told to wait 3 days for an investigation. No ticket or reference number given so I would know it’s being looked into. Asking customer to wait for a week for tobacco sticks delivery is pointless as I needed to get them somewhere else anyway. I cancelled my subscription and won’t be ordering any more due to their lack of understanding and unwillingness to help with a lost parcel. Extremely unhappy as iqos user for 7 years now. The service is so much better abroad than the UK one. Not recommend. Better buy the sticks in physical shop.

So today is my birthday, and I received a discount of 30%, which I intended to use. Upon checkout and completing payment, I received a message on my screen that my order cannot be delivered to the address provided. So I cancelled the order and checked what the problem could be, ahich I then corrected. Then I wanted to place a new order with the correct address, but sadly by birthday discount could not be used as it was already used. So I started a chat with a customer service agent called AZZY, who understood my frustration and kindly reinstated my birthday promo code and sent me a payment link through SMS. I am over the moon that I was able to complete the purchase and again, special thanks to Azzy for a quick resolution! ❤️

Customer service from Azzy was very helpful today. Thank you

The employee was patient and pleasant to deal with.

Daisy gave a lot of information about different types of tobacco sticks I can have and deals I can take up.

I spoke with Fadwa who was very helpful and fully resolved my issue. She was very professional well done.