It a hunt to find Heets Yellow selection. Only if I m lucky I maybe find one forgotton pack in a gas station. No buy back option or discount to switch my device to the newer one for terea because all... See more
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IQOS Danmark has an amazing customer service online and in person in their stores Heat & Brew in Copenhagen, which I use. I love to come there as I prefer communication in person, but I also enjoy t... See more
Company replied
-IQOS heats the tobacco instead of burning it . Det betyder mindre kemi stoffer . -As IQOS producers vapor instead of smoke you will experience no cigarette smoke smell lingering on your hands, cloth... See more
Company replied
I bought a special blue version of the iqos recently and today the internal heat pin broke off while cleaning. That’s extremely poor quality for something which costs a high premium price and wh... See more
Company details
Written by the company
Bemærk, at grundet den danske tobakslovgivning er det ikke muligt at give en anmeldelse på et tobaksprodukt. Vær venligst opmærksom på det, når du skriver din anmeldelse på vores service.
Contact info
Ørestads Boulevard 108, 3. sal, 2300, København S, Denmark
- 80322727
- info@iqos.dk
- dk.iqos.com
3.8
Great
330 reviews
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
It a hunt to find Heets Yellow…
It a hunt to find Heets Yellow selection. Only if I m lucky I maybe find one forgotton pack in a gas station. No buy back option or discount to switch my device to the newer one for terea because all my 3 devices are beyond the guarantee period. Other than that, respectful customer service.
15 November 2024
Unprompted review
Reply from IQOS Danmark
Dear Ramona,
Thank you for your honest feedback about our customer service 🙂 We appreciate your input and the opportunity to address your concerns.
We understand your frustration regarding product availability and upgrade options. As we transition to newer technologies, we're phasing out some older product lines to improve user experience and innovation.
While we can't discuss specific products here due to Danish tobacco regulations, we'd like to help you explore solutions.
Our customer service team would be happy to provide more information about our latest technologies and any applicable offers that might benefit you.
We're glad you found our customer service respectful. We'd love to speak with you directly to better understand your needs and find the best solution for you.
Please feel free to contact our customer service team at your convenience. We're here to ensure you have the best possible experience with our products and services.
Thank you again for your feedback and continued support.
Best regards,
Michael - IQOS.com
IQOS Danmark has an amazing customer…
IQOS Danmark has an amazing customer service online and in person in their stores Heat & Brew in Copenhagen, which I use. I love to come there as I prefer communication in person, but I also enjoy the nice atmosphere and vibe there together with their professionality.
I am using IQOS products for so many years and I am satisfied, even though I have to say, that Denmark could have more varieties as in another countries-nicer design of the units and more varieties of the tabaco as well.
I am not such a big fan of Illuma as I was big fan of IQOS Duo and Heets, it was just a better experience and I wish Heets stay on the market.
1 November 2024
Unprompted review
Reply from IQOS Danmark
Dear Zuzana,
Thank you for your detailed and positive review of our customer service 🙂 We're delighted to hear about your great experiences both online and in our Heat & Brew store in Copenhagen. It means a lot to us that you appreciate the personal interaction and atmosphere in our stores.
We greatly value your long-standing loyalty and honest feedback about our products and range. Your input is invaluable in helping us improve our service and offerings.
Regarding the variety of products available in Denmark, it's important to note that we operate under strict Danish tobacco regulations. These laws limit our ability to introduce new products and variants as quickly as in some other countries. We continuously work within these guidelines to bring the best possible options to our Danish customers.
We'd like to remind you that our Trustpilot page is primarily dedicated to reviews of our customer service and support. To comply with Danish tobacco legislation, we kindly ask that you avoid mentioning specific products in your reviews, incl. ours.
If you have further thoughts or wishes regarding our product range, we encourage you to contact our customer service directly. We'd love to hear more detailed feedback about your preferences and experiences to help us continue improving our offerings and service within the constraints of local regulations.
Once again, thank you for your support and kind words. We look forward to welcoming you back to our stores and continuing to provide you with the best service possible.
Best regards,
Omar - IQOS.com
Iqos
As usual iqos is the best suitable solution for smoking with less smoking problems.
13 November 2024
Unprompted review
Reply from IQOS Danmark
Dear Mohsen,
Thank you for your positive feedback 🙂 As one of our earliest customers, your support means a lot to us!
Just a friendly reminder that our Trustpilot page focuses on customer service reviews. Unfortunately, we avoid discussing specific products, including ours, to comply with regulations.
We appreciate your continued trust and look forward to serving you in the future.
Best regards,
Nete - IQOS.com
Reply from IQOS Danmark
Dear Biljana,
Thank you for your wonderful feedback! 🤩 We're thrilled to hear that our service has been fast, polite, and helpful.
Your support means a lot to us - have a fantastic week ahead!
Best regards,
Michael - IQOS.com
Great customer service care
12 November 2024
Unprompted review
Reply from IQOS Danmark
Dear Bosilka,
Thank you for your kind words 🙂 We're delighted to hear you've had a great experience with our customer service.
Your satisfaction means a lot to us!
Best regards,
Michael - IQOS.com
Hej,
Hej,
I am a regular customer.
I am ordering tobacco products from Iqos Denmark two times per month.
I am very happy that I can do that, insead of buying cigarets from gas stations for more money.
But your website is very, very slow and because of this sometimes it doesn't register the changes that I make.
For instance about the amount of products or the delivery address.
It's really annoying.
Please put someone to work on this website.
Best regards.
Desislava Petrova
22 October 2023
Unprompted review
Reply from IQOS Danmark
Dear Desislava,
Thank you so much for your recent review on Trustpilot - We appreciate your feedback and your continued support as a valued customer! 😊
We apologize for any inconvenience you experienced with our website. Your feedback is incredibly important to us as it helps us identify areas for improvement. Rest assured, we have already shared your feedback with our Digital Team, who are actively working on optimizing our website for a better browsing experience.
In case you missed it, we also reached out to you via email last week to address your concerns. If you did not receive our email, please check your spam folder or filtering settings.
We kindly request your assistance in modifying the content of your review to comply with Danish tobacco legislation. This will allow us to keep your valuable and constructive review on our page.
If you have any further feedback or suggestions, please feel free to reach out to me via email at [omar.kamounah@pmi.com]. Your input is essential in helping us prioritize and address any issues promptly.
Thank you once again for your support and valuable feedback! 🙏🏽
Kind regards,
Omar - IQOS.com
Reply from IQOS Danmark
Dear Paula,
Thank you so much for your kind words - I'm glad to hear that you find our services satisfying in the Heat & Brew shop 😊
We wish you a great day.
Kind regards,
Omar - IQOS.com
Purchased a new Iqos and received help…
Purchased a new Iqos and received help with the registering.
14 August 2022
Unprompted review
Reply from IQOS Danmark
Dear Nelson,
Thank you so much for taking the time to review us - we appreciate your support! 😊
Kind regards,
Omar - IQOS.com
The customer service was very helpful…
The customer service was very helpful and friendly m.
19 May 2022
Unprompted review
Reply from IQOS Danmark
Dear Mario,
Thank you so much for your kind words - we appreciate your support! 🙏🏽
I wish you a great weekend!
Kind regards,
Eva - IQOS.com
Highly recommended!
I have received the best services and support . I will definitely recommend my friends and family to try their products. 5 stars are not enough for this case!
16 May 2022
Unprompted review
Reply from IQOS Danmark
Dear Qin,
Thank you so much for our last dialogue in Heat & Brew, and for your very kind words - I'm glad that we could help you with a quick solution, that you found satisfying with the help of our very own Expert, Ali 🙏
We wish you a great remainder week!
Kind regards,
Omar - IQOS.com
i was served 5 gold star level
i was served 5 gold star level. the team is friendly nice and I was kindly invited to come and chat on a gloomy autumn day and have a coffee 👍👍👍👍
3 May 2022
Unprompted review
Reply from IQOS Danmark
Dear Arturas,
Thank you so much for your kind words - we appreciate your support! 🙏🏽
I wish you an amazing week!
Kind regards,
Eva - IQOS.com
I really enjoy iqos
I really enjoy iqos, and I only use that for couple of years now.
3stars because devices are instable, need change all the time. And the “products” are “blocked” , with glumps, cannot be used and are just thrown out.
Otherwise, when is working, 5 stars :D
Regards, Eva
14 February 2022
Unprompted review
Reply from IQOS Danmark
Hi Eva,
Thank you so much for your review as well as feedback - I'm sorry to hear you're experiencing frictions with the use of the product. You are welcome to contact our Customer Contact Center at 80 32 27 27 and re-state your issue as we will be happy to help.
As mentioned in our disclaimer in our information section, our Trustpilot site is only for reviews of our service and support, in compliance with the Danish Tobacco Legislation.
We will therefore greatly appreciate it if you can change the content so that it complies with the law, and we can get to keep your review on the site.
We highly appreciate your support!
Best regards,
Sarah - IQOS Denmark
Bought my IQOS 6 months ago
Bought my IQOS 6 months ago. Used it every day since. Cant be more satisfied!
6 February 2022
Unprompted review
Reply from IQOS Danmark
Dear Tove,
Thank you so much for your positive review! 🙂
As mentioned in our disclaimer in our information section, our Trustpilot site is only for reviews of our service and support, in compliance with the Danish Tobacco Legislation.
We will therefore greatly appreciate it if you can change the content so that it complies with the law, and we can get to keep your review on the site.
We highly appreciate your support! 🙏🏽
Kind regards,
Omar - IQOS.com
Weak customer service and product
The product itself is acceptable, but it will never be able to replace the classic cigarette. The feeling of satisfaction is far below that offered by normal cigarettes. The duration of inhalation of heets is very short, about 14 in number or 5-6 minutes. After this time you realize that you are not satisfied and so you shoot another one. Customer service is very poor. I used IQOS for 40 days and decided to return, I was pre-registered in MyServices and I have the right to return in 60 days. The customer services postponed me from one day to the next because they were trying to find a solution (I don't know what they wanted to find, but they just had to send me a return label by e-mail), but they didn't. This was postponed for about 2 weeks until I sent them a notice that if I did not benefit from my right of return, I would go further in terms of consumer rights. And finally, after this notification, I receive a return label. Disappointing.
5 December 2021
Unprompted review
Reply from IQOS Danmark
Dear Gabriel,
Thank you very much for your feedback regarding your recent inquiry - I'm very sorry to hear that you had to wait an additional time for receiving your return label because of communication/tech frictions on our part - I sincerely apologize for that.
I have tried to reach you without any luck, and I have also sent you a message to our previous SMS thread - I look forward to hearing from you, so I may accommodate you with a solution that you can find satisfying.
Kind regards,
Omar - IQOS.com
Reply from IQOS Danmark
Dear Iza,
Thank you so much for your kind words - we appreciate your support! 🙏🏽
I wish you an amazing week!
Kind regards,
Omar - IQOS.com
5 star+ 5 💎service...
15 November 2021
Unprompted review
Reply from IQOS Danmark
Dear Mimar,
Thank you so much for the kind words - we highly appreciate the support! 🙏🏽
I wish you an amazing week!
Kind regards,
Omar - IQOS.com
Good concept
Good concept, but devices are very unstable. I'm customer for >2 years and have replacement case >5 times. Not charging, every second time failed to charge, discharges to 0 to quick (every 5 cigarette) etc.. 3 stars only for the company willing to replace failing devices.
13 November 2021
Unprompted review
Reply from IQOS Danmark
Dear Lena,
Thank you so much for your review as well as feedback - I'm sorry to hear you're experiencing frictions with the use of the product, which I can relate to as I'm also a long time user - I would be more than happy to offer you some of my tips to how to maintain the good experience, to resolve technical hiccups that can occur from to time - perhaps meeting up in our flagship store HEAT & BREW over a cup of coffee, if that's suitable for you 😊
Please feel free to reach out to me directly on +45 27277878, so I can support you further with an optimal solution.
Looking forward to continuing our dialogue - I wish you a lovely week!
Kind regards,
Omar - IQOS.com
Good service
26 August 2021
Unprompted review
Reply from IQOS Danmark
Dear Tadas,
Thank you so much for your kind review - we appreciate your support! 😊
Kind regards,
Omar - IQOS.com
All info correct and perfect response…
All info correct and perfect response time...
15 August 2021
Unprompted review
Reply from IQOS Danmark
Dear Edgars,
Thank you so much for rating our services with top grades - we highly appreciate it! 🙏🏽
I wish you an amazing week!
Kind regards,
Omar - IQOS.com
Very good customer services and…
Very good customer services and after-buy service
16 July 2021
Unprompted review
Reply from IQOS Danmark
Dear Andres,
Thank you so much for sharing your positive experiences with the community - I'm happy to hear that you find our services satisfying and beneficial 😊
I wish you an amazing sunny weekend! 🌞
Kind regards,
Omar - IQOS Danmark
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