IQOS Store — Local services in London

This review is about the company and NOT entirely about the UK store. I wish I could give a minus zero star review. After calling customer service to ask about the trial offer I was told it is 100% refundable. LIE! I ordered the trial and never even opened it as I realized the device was way too big and heavy for me. So I sent the kit back unused and once I realized I wasn’t refunded for the £10 payment I called customer services again and was ONLY then told “it’s non refundable”. If only it was clear and known to me before… During that call I was also promised to be contacted by a manager and that my issue has been escalated but I’m still waiting on the call that never came. I then went to the Kensington store and was able to try a different device so I purchased it in a “deal” costing me £39. Sadly this nicotine didn’t work for me and made me very sick after only 3 filters throughout one day and I had to take it back. When I went to the shop to return within 30 days, I was again surprisingly told I’m only getting a partial refund (although I asked once more upon purchasing and was assured that a full refund is guaranteed.) Another LIE! Apparently you can return a device you’ve used and touched but not UNOPENED filters…?! This is a scam. This is how this company makes a profit from customers as one is either going to keep the device and keep on buying filters or if you return a device they charge you for unused unopened boxed filters and in any case they make even if a small profit and do not advise the customer in advance of this scam “return” policy. I’m now at a loss of £22 after being mislead. These “policies” are so deceptive and the company for profit reasons is obviously hiding these crucial details which is LYING! If Philip Morris’s did in fact have a goal of helping consumers quit smoking and also make a profit they would not be scamming customers like this. Cheating people out of money by claiming to be for the greater good is so wrong. With the cost of living crisis I only wanted to quit smoking and now I feel like such a fool. SHAME...

iqos is short for I Quit Original Smoking and the concept of a smokeless, non-burning appliance is appealing, at first. The staff are very friendly and sit with you in very lovely designed booths. They demonstrate everything, right down to smoking and you can smoke three heet sticks before you buy.

You have to comit about 10 mins to getting the charger ready, heating and then prepping the holder and then using it for up to 6 mins or taking approx 14 puffs.

However, I spoke frankly about my desire to get away from the dreadful smell of smoking Cigarettes. What the Rep didn't tell me is how horrible the device stinks which also leaves a dreadful lingering odour in your home. On High Street Ken the shop is very large with double doors always open. The shop outside of Westfield is really just an open marquee with a couple of benches. Therefore, you cannot get a hint of the real scent. I was convinced it was just my holder so I was cleaning so vigorously with a cleaning stick that my blade snapped. I phoned Customer Services who had a free replacement delivered the next day. Disappointingly I realised that they DO STINK.

I really love the lounge with its , wifi, free drinks and the fact that it is a great hangout spot. As I said, the doors are constantly opened so no smell can be detected.

I am still using my device. I only have to charge it once a week. The cleaning sticks cost £5 for a pack of 30 and the Heets cost £8 for 20. Everything fits neatly inside of an old diabetes device case.

The overall concept is fantastic and I believe the heet sticks are just as 'satisfying' as a cigarette and you cannot really chain smoke unless you have more than one device.

The accessories are pretty expensive but I understand that this prouct is available from some duty free outlets. Overall, it can help get you away from costly tobacco but I have listed...

Worst service ever!!!! Went today in-store and asked to check my Iluma, they did acknowledge there is an issue and because my warranty expired on the 20th of September, they denied assistance and basically tried to force me to buy a new one. Please note the issues started a week ago!!! I have to use the irony here: So what they are telling me is to remember when my warranty expires and calculate in advance when Iluma will get faulty so they can offer me service.

Who ever actually will take the time to read this, please make no mistake!!! The issue here isn't the money its the principle and the way of tricking us in our face!!! Great scheme from Philip Morris!! Make questionable gadgets to sell, know from the start they have life expectancy of 1 year, then deny assistance!!! Just how fast you've gained followers and customers with the same speed you are gonna lose them with these scams. And also take time to set up the correct procedures for proper employer training!!!! Before admitting there was an issue she was trying to sell me the belief that the gadget is ok, that it does 15 puffs in 6 min and so and so, all the time looking at me like i was some kind of international thief!!! When i complained she then admitted the issue. When I exited the store, I used the Iluma, and lo and behold - not even 15 puffs and no 6 min duration!!! They don't even deserve the one Star, but that is the only way this...