IQOS UK Reviews 

totally inept , service desk , package not delivered , contacted on line support 3 times , they dont make any sense , parcel was meant to be next delivery , all they say is your case will escalated in 72hrs , even after sending them an email from DHL stating parcel was lost , very poor customer service and a waste of time , little shout out to Saad he was one of the most unhelpful , Update have contacted IQOS both on chat and phone , After being told on friday a replacement would be sent out now being told IQOS have still to contact DHL to confirm parcel lost , IQOS unwilling to send out a replacement until they investigate with DHL and this will take 72hrs and that is working hours so could be another 12 days before they will even bother to contact me , a totally disrepectful way to treat customers , I have been a customer for approx 6 years but as soon as I find another replacement for cigarettes I will not use them again

It was a problem issue with the website IQOS, is blocking there show me is still error and to try back later, after It was deleted my account from my side. I try to contact the team office about my problem and they help me an agent Maria to recover my account, 5 stars for agent chat MARIA from IQOS. When I speak with agent Maria, the chat IQOS they have issues when I want to write something on the chat to message to Maria. Resolve the problem IQOS and congratulations for agent Maria they help me quickly and with precision.

Best aftersales team

The customer service operator Saad was very helpful and understood what the issues were. It was great that everything Saad asked was straight to the point to resolve the query as quickly as possible and without passing me from pillar to post as customer service operatives frequently do. Thank you Saad

i had a little issue that was quickly resolved by an agent named Mehdi.great customer service, extremely polite and issue was swiftly corrected

Thank you so much Farouk to call me back and follow up my case - also he helps me to make a order and hope the delivery this time going smooth...

Daisy was brilliant in helping me purchase more products for a cheap price

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

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!☺️

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!