IQOS UK Reviews 

High efficiency in replacing goods, praise Sakina.

Daisy is professional, she helped me unsubscribe my subscription in a minute. She is great. Thank you Daisy!🌼

So kind so lovely staff

Communication was good,easy to use and although the warranty claim was originally rejected, on evidence provided was accepted by Ahmed.

I gave this shit show 1 star and only because I had to.
I ordered one of the starter kits for my partner to be dropped off at a DPD locker but some how they have managed to lose it so I have spent the last week chatting to DPD and IQOS who have been sending me all over the place basically telling me lies and blaming each other no one wants to talk to you they cut you off mid chat and treat you like an idiot. They tell you to talk to IQOS and they tell you to talk to DPD it’s an absolute joke I have never experienced such inadequate customer service and I’ve delt with Virgin media. At this moment I’m still non the wiser where or what is going on I’m out of pocket and it’s a week since it was due to be delivered I’m sorry I even bothered I definitely won’t be doing it again

Agent Tina was super helpful. Thank you!

Extremely disappointing customer service – still waiting for my replacement

I am incredibly disappointed with my experience with IQOS.

My original order, worth £70, was due to arrive on 21 October. Unfortunately, DPD confirmed over the telephone that my parcel had been declared lost and directed me to contact IQOS to resolve the matter.

What followed was an incredibly frustrating experience. IQOS’s customer service team repeatedly cited technical difficulties, which apparently prevented them from providing updates or resolving my complaint. These issues continued for several days, leaving me unable to obtain a straightforward resolution.

Eventually, IQOS registered my complaint and confirmed in writing that a replacement would be provided at no additional cost. I was explicitly promised that it would be dispatched within three working days, with a new tracking number to follow.

That deadline passed without dispatch.

Since then, I have contacted customer service repeatedly, only to receive further apologies and explanations about ongoing technical issues. My complaint was supposedly escalated to management, yet I am still waiting for someone to provide a meaningful update.

I find it unacceptable that a customer who has already paid for an order should have to spend so much time chasing a company to honour its own commitments.

The issue is no longer simply that a parcel was lost. It is the complete lack of effective communication, accountability and timely customer support.

I hope IQOS takes this complaint seriously and finally fulfils the replacement it has already promised.

A very disappointing experience, and certainly not the standard of customer service I expected.

Azzy was really patient to help me until my order go through, really good service!!

Marouane was very efficient and pleasant to deal with. She took the time to fully understand my issue and provided a solution within minutes.

Great, very helpful and straightforward

Very helpful, competent and a credit to Iqos

I purchased it recently in Poznan. I do not recommend it. Firstly young woman who scammed me on the street of Poznan lied. Long hair, slim body. Please beware. She gave me a plastic token after I paid for the device and told me that i will receive free pack of filters or whatever it call. I went with it today to store in my town. No, its not true. I have to buy 2 packs to get a third pack for free. So no, I will never buy from iqos again. Also, if you smoke vape you won't enjoy this one. Smoke is minimal, you can't smoke it whenever you want like vape. I prefer to smoke a regular cigarette then this expensive useless device.i am disappointed beyond words. First representative lied just to sell this thing, and now the experience of smoking, vaping etc is minus 10 for me. Regular fag or fruity vape is much much better then iqos.

Customer service is top notch! Was served by Sakina, excellent communication.Thanks!

Honest, helpful and lovely customer support. The products are excellent!!

I used the chat feature to register a fault with my unit. I was connected to an agent before long and was glad that I was chatting to a human and not AI. The agent Nabila was helpful and knowledgeable and helped resolve the issue. Thank you

I usually order the Veev brand and I find the whole experience from ordering to check out to delivery and finally the first puff EXCEPTIONAL! And shout out to customer service support AZZY for solving my query!

Daisy was very polite, professional and efficient. Excellent!

Great customer service, as always. Bilal was really helpful and knowledgeable and was able to help me with a discount issue I had. As a long term IQOS user, I have always found the team friendly and responsive

Thank you Ahmed for all your help and patience with dealing with my issue

My experience today with the agent MORONE it was very helpful and explained to me everything and very fast response to my concern