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 �... See more
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Review summary
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Arrived at Romford Iqos kiosks stand 12:15 was served by Ehsan Whom showed me the devise and the Levia boxes in the tasting booth Was very informative and helpful Wonderful customer service Wo... See more
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Iqos’s customer service is always excellent. Whether by phone or chat they answer immediately and find a solution. Today I was helped by Sakina to deal with an issue I was having with a misplaced deli... See more
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'Customer Care' may often be a disappointment but when you meet BILAL, the word 'CARE' takes another meaning. You can feel Bilal's heart when he speaks to a customer. He handles every situation with a... See more
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Company details
About IQOS UK
Written by the company
Welcome to IQOS! If you’re an adult smoker looking for a better alternative to continued smoking, IQOS is here to support you in your journey. Our heat-not burn products combine an electronic device IQOS, with specially designed tobacco sticks called HEETS and TEREA. IQOS also heats tobacco-free sticks called LEVIA. IQOS and heat-not-burnsticks are not risk-free. HEETS ,TEREA and LEVIA contain nicotine, which are addictive. For adult use only.
Try IQOS ILUMA ONE for £5. Use our ILUMA ONE heated tobacco device for 14 days before deciding to buy.
Welcome to VEEV One! If you are an adult vaper looking for a new vape that offers a range of flavours, VEEV One is here for you. VEEV One is an affordable, user-friendly pod-based vape device. We offer 2000 puffs* in our starter kit for only £9.99, as well as a range of 12 different pods flavours to choose from. VEEV One Pods contain nicotine, which are addictive. For adult use only.
Contact info
United Kingdom
- 0800 432 0000
- iqos.com/gb/en
4.4
Excellent
10K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 99% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Farouk was very helpful with my order…
Farouk was very helpful with my order and another problem
26 August 2026
Unprompted review
Maria sorted it
When the AI bot couldn't help, I was immediately transferred to a person. Maria, the person who helped went through everything and sorted the problem out, gave me all the information I needed and made it hassle free. They were courteous, concise and efficient. I couldnt have asked for more really.
26 August 2026
Unprompted review
Hasnaa was polite and lovely to talk to…
Hasnaa was polite and lovely to talk to am very happy with the service provided
26 August 2026
Unprompted review
Hasnaa was very helpful friendly and…
Hasnaa was very helpful friendly and professional listened to my concerns and called me back as promised due to a problem with her pc Thankyou Hasnaa
25 August 2026
Unprompted review
Latiya was fantastic
Latiya was fantastic, she showed me the different models of heat sticks and helped me find my favourite colour. She let my friend sit and gave her water because she had tension headaches. AbdulAziz the manager was also very kind and welcoming and made very nice conversation! This was the White City branch
25 August 2026
Unprompted review
Daisy was extremely helpful
Daisy was extremely helpful, very friendly and knowledgeable about the products,really great customer service
24 August 2026
Unprompted review
Reply from IQOS UK
Hi Caroline, thank you for the kind words.
I am happy that you have been satisfied with the support given to you and should you ever need us again, we are always here to help.
We wish you all the best.
Marion, IQOS Team
Ed was very helpful and gave me extra…
Ed was very helpful and gave me extra information I wasn't aware of.
24 August 2026
Unprompted review
Reply from IQOS UK
Hi, thank you for the kind words.
I am happy that you have been satisfied with the support given to you and should you ever need us again, we are always here to help.
We wish you all the best.
Marion, IQOS Team
I don’t regret switching from…
I don’t regret switching from cigarettes to IQOS at all. It’s been great. Thank you!
24 August 2026
Unprompted review
Reply from IQOS UK
Hello, Shukhratjon.
We are very happy to read that you are enjoying your IQOS and that you are satisfied with our services. Indeed, with IQOS, our aim is to provide adult smokers with better alternatives than cigarette smoking and a smooth switching process.
Have a good day.
Maria was extremely patient and…
Maria was extremely patient and professional. Helped me quite quickly and she was reassuring. Top service!
23 August 2026
Unprompted review
Reply from IQOS UK
Hi Beata, thank you for the kind words.
I am happy that you have been satisfied with the support given to you and should you ever need us again, we are always here to help.
We wish you all the best.
Marion, IQOS Team
After being asked lots of questions…
After being asked lots of questions regarding my problem I was told that investigation team will take over and I then requested an email confirmation which guess what 3 days later I didn’t receive it yet. All for a reward that was never sent to me.
20 August 2026
Unprompted review
Reply from IQOS UK
Hi Corina Elena, we are very sorry you feel this way.
We'd like to stress that we are taking this seriously and mean to resolve your issue as soon as possible.
In the meantime, we have contacted you privately as we'd like to provide you with the necessary support.
We kindly advise you to check your email address you used for registering Trust Pilot, you should have received an email. Also, please note that maybe the message has landed into the “spam” section of your mailbox.
We hope to hear back from you soon.
Marion, IQOS Team
I had issue with my order delivery…
I had issue with my order delivery yesterday, and I contacted customer service team today. AZZY was very polite, friendly, helpful and committed to resolve the issue. I very much appreciate his support.
22 August 2026
Unprompted review
Reply from IQOS UK
Hi Elitsa, thank you for the kind words.
I am happy that you have been satisfied with the support given to you and should you ever need us again, we are always here to help.
We wish you all the best.
Marion, IQOS Team
Maria was amazing
Maria is great, so kind so helpful, so quick and lovely, she helped sort out my issue in minutes that I struggled for half an hour and stayed with me while I try again to avoid any further issues, I really appreciate her help!
21 August 2026
Unprompted review
Reply from IQOS UK
Hi Selin, thank you so much for sharing your experience and for all the positive feedbacks. It makes us very happy that
you have sorted out a convenient solution for you with Maria.
Indeed, we do strive in continuously improving our products and services in order to offer the best IQOS experience to our customers and we are glad that you are enjoying yours so far. We are always here to help, therefore, do not hesitate in getting back in touch with us if needed.
Once again, thank you and all the best! Marion, IQOS Team
Helpful and very friendly
20 August 2026
Unprompted review
Reply from IQOS UK
Hi, thank you for the kind words.
I am happy that you have been satisfied with the support given to you and should you ever need us again, we are always here to help.
We wish you all the best.
Marion, IQOS Team
Issue with a delivery solved
I had an issue with a delivery, and when I contacted customer support, they addressed my concerns quickly and professionally. Thanks to ED for his excellent support. He reassured me that the issue would be resolved
19 August 2026
Unprompted review
Reply from IQOS UK
Hi Alexandra, thank you for the kind words.
I am happy that you have been satisfied with the support given to you and should you ever need us again, we are always here to help.
We wish you all the best.
Marion, IQOS Team
Amazing support.
My interaction with Iqos customer service today was great. Ed resolved the issue in an efficient and speedy manner.
Great customer service!
19 August 2026
Unprompted review
Reply from IQOS UK
Hi, Alexandra.
Thank you for your kind words, we are happy to have managed to reach your expectations.
Our Customer Care team is always there and happy to support you; via phone, chat or email.
Have a great day.
Marion, IQOS Team
Customer service
I was curious about the rewards system on for zyn and I had the greatest customer service from mehdi helped me out straight away and was very kind
19 August 2026
Unprompted review
Reply from IQOS UK
Hi Ali, thank you for the kind words.
I am happy that you have been satisfied with the support given to you and should you ever need us again, we are always here to help.
We wish you all the best.
Marion, IQOS Team
mohammed in leeds= icon
just met mohammed in leeds, so friendly and lovely to talk to, showed real passion for the product( which is a brilliant, never heard of it before) when i finish my duty free cigs will definetly be buying!
19 August 2026
Unprompted review
Reply from IQOS UK
Hi Alysia, thank you for the kind words.
I am happy that you have been satisfied with the support given to you and should you ever need us again, we are always here to help.
We wish you all the best.
Marion, IQOS Team
Usually excellent
Usually excellent, prompt delivery and service. First time ever, today a subscription arrived and one can was missing. Mehdi on the service desk dealt with it immediately. Almost perfect service. Rare nowadays!
19 August 2026
Unprompted review
Reply from IQOS UK
Hi, Hugh.
Thank you for your kind words, we are happy to have managed to reach your expectations.
Our Customer Care team is always there and happy to support you; via phone, chat or email.
Have a great day.
Marion, IQOS Team
I have been using IQOS for eight years
I have been using IQOS for eight years, and although I have experienced problems before, this time it has simply gone too far.
I placed an order on Sunday with the option for next-day delivery. I ordered enough to qualify for free delivery, so I expected my order to arrive on Monday. However, nothing arrived on Monday, and nothing arrived on Tuesday either.
I contacted your customer service team, and I was told that the issue would be investigated, but that was all the information I received.
Today, I still haven't received any message from DPD. According to the tracking information, my parcel is currently at their depot.
This means that I now have to go to Sainsbury’s for the third time to buy sticks for my IQOS. It is extremely frustrating and disappointing, especially as I placed the order expecting next-day delivery and have received neither the order nor any proper update about what is happening.
The good news is that I have now checked and found that I can order my sticks from another company with next-day delivery.
After eight years of being an IQOS customer, I find this level of service very disappointing. I really hope you can look into what went wrong and explain why my order has been delayed without any proper communication.
19 August 2026
Unprompted review
Reply from IQOS UK
Hi Diyana, we are very sorry you feel this way.
We'd like to stress that we are taking this seriously and mean to resolve your issue as soon as possible.
In the meantime, we have contacted you privately as we'd like to provide you with the necessary support.
We kindly advise you to check your email address you used for registering Trust Pilot, you should have received an email. Also, please note that maybe the message has landed into the “spam” section of your mailbox.
We hope to hear back from you soon.
Marion, IQOS Team
Oumaima was fantastic and very helpful.
19 August 2026
Unprompted review
Reply from IQOS UK
Hi, Will.
Thank you for your kind words, we are happy to have managed to reach your expectations.
Our Customer Care team is always there and happy to support you; via phone, chat or email.
Have a great day.
Marion, IQOS Team
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