IQOS Boutique - Kärntner Str. 16

Good

Perfect service

I was so happy to see this new Iqos store in Vienna, just great Wishing you luck guys as you are taking only local Austrian bank cards for payment , which is odd, isn’t that an international functioning company?

Shop is actually super cool and I had a great talk with Sophie H. She was super friendly, super nice and helped me a lot into my decision. If you're ever in the Iqos Boutique, always ask for Sophie. She's more than happy to help! Christine G.

Worst customer service experience ever. Bought a set, didn't work from beginning, went back to official retailer, they sent me to the flagship store, their reactions: why didn't you buy it in our shop - go back to the shop were you bought it!!! Excellent service!!!!

customer dissatisfaction is guaranteed at this shop! especially if you have daniel as your sales representative. i have been heeting since 2018. bought my first iqos in tokio in 2018 and was fascinated by the technology behind the product. it took over two years for an iqos shop to open in vienna. in the meantime i bought multiple devices from different countries, made my family to quit smoking and switch to heeting and been a brand ambassador of some sort between my friends and colleagues. i experienced some good customer service in various shops around the world until one of my devices stopped charging the holder and i visited the shop in vienna. the sales guy daniel told me philip morris wouldn‘t offer repairs. and since i bought the device in another country i‘d have to reach the people in that country, make them de-register the device over there so that i could re-register it to my account in austria where i also live. even then he wouldn‘t be able to repair the device or change it with a functioning one. so in the end i am stuck with a non functioning device for which philip morris apparently has no solutions for. they wouldn‘t even care to check if it‘s user error or just badly welded device that has some connection issues. not offering any repair services is quite a money maker for philip morris of course. after a year of warranty, you are forced to buy a new device. so unless you are drowning in money, keep away from iqos and keep smoking until they offer customer service of a higher standard. because you are not just buying a badly welded device but also paying for the heets you heat. if you still insist on buying an iqos then do it in any other place than this shop because daniel is very enthuised about comparing iqos with his mobile phone which apparently also wears out in time and it will make your desire to buy a new product diminish right away. i am utterly dissatisfied with the poor quality of service i received. they wouldn‘t even offer to clean my second device which is the standard in germany or japan. if these standards are kept, iqos of philip morris is destined to fail, especially in austria. i know i am not buying anymore products from them.

Awful experience. I arrived to wien alone with my child, and it happened that I ran out of steeks . I came to iqos boutique with my child just to buy the steeks, but was told in a very rude way to leave the shop immediately because of a child. When I tried to explain that I can’t leave my baby alone and asked about the alternative way to get the steeks: I was just pushed out of the store.

IMPECCABLE CUSTOMER SERVICE. super efficient, kind staff. Got always perfect service. They changed the devices that had some problems immediately. Tested it and changed it in few minutes. I was really impressed by the service. 130% satisfied!