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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The customer service operator Saad was very helpful and understood what the issues were. It was great that everything Saad asked was straight to the point to resolve the query as quickly as possible... See more
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I was not happy with product life circle- in my pocket charger magnet stopped working exactly after 1 year. But their customer support was perfect - manager Lily was able to solve the problem in the... 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
9K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 98% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Fantastic customer service
Fantastic customer service, helped me set up my subscription which I can adapt to how I wish at any time, and a great discount too 👍
19 June 2026
Unprompted review
Reply from IQOS UK
Hi Simone, 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
Very helpful
19 June 2026
Unprompted review
Reply from IQOS UK
Hi Tung, 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
The agent Redouane was very helpful and…
The agent Redouane was very helpful and patient. Thank you
19 June 2026
Unprompted review
Reply from IQOS UK
Hi, Delphine.
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
positive experience
I had a positive experience of replacing a faulty charger. Really appreciate Mehdi’s clear instructions and assistance
19 June 2026
Unprompted review
Reply from IQOS UK
Hi, Marija.
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
Thanks Mehdi much appreciated for yoir…
Thanks Mehdi much appreciated for yoir help
18 June 2026
Unprompted review
Reply from IQOS UK
Hi, Yousef.
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
Good customer service
Good customer service
Medhi sorted my problem caused by DPD who are pretty useless and always sending parcels back without attempting to deliver.
18 June 2026
Unprompted review
Reply from IQOS UK
Hi Natasha, 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
Spoke to Ed
Spoke to Ed
Very polite and did his best to advice and support my queries ..
Wishing him the very best
18 June 2026
Unprompted review
Reply from IQOS UK
Hi, Jacob.
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
Great costumer service
I had a couple of issues with a delivery and Jasmine was very helpful sorting it out.
Thank you
17 June 2026
Unprompted review
Reply from IQOS UK
Hi, Carmen.
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
Thanx Marie,kind regards!
17 June 2026
Unprompted review
Reply from IQOS UK
Hi, Raul.
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
Excellent service
YASSINE was extremely helpful, couldn’t get my iluma 1 to work, but offered me a new device at a very good price. I have now ordered this, paid for it and look forward to receiving it tomorrow.
17 June 2026
Unprompted review
Reply from IQOS UK
Hello, Jenifer. 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.
Call about my new iqos device
I had a call from Fadwa, she was very nice, 10/10 call.
17 June 2026
Unprompted review
Reply from IQOS UK
Hi, Raisin.
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
Daisy was delightful
Daisy was delightful, really canny, friendly and happy.
15 June 2026
Unprompted review
Reply from IQOS UK
Hi, Rachel.
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
Love iqos and terea products
Love iqos and terea products. Gave up smoking regular cigarets 7 years ago and have no regrets. Customer support is always helpfull and have constant offers. Daisy was lovely today l, got an offer 3 packs of Terea for £10. Keep up the good work!
16 June 2026
Unprompted review
Reply from IQOS UK
Hello, Alexandra. 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.
Amazing help
Amazing help, genuine human conversation, felt comfortable taking my time choosing flavours and explaining the devices and it’s positives!
16 June 2026
Unprompted review
Reply from IQOS UK
Hi, Zana.
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 had a great experience with Ed at…
I had a great experience with Ed at IQOS. He was extremely helpful, polite, and professional throughout. He took the time to answer all my questions, explained everything clearly, and made the whole experience easy and enjoyable. It’s clear he cares about providing excellent customer service. Thank you, Ed, for your help and for making such a positive impression.
16 June 2026
Unprompted review
Reply from IQOS UK
Hi, K.S.
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
Reply from IQOS UK
Hi, Sufi.
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
Excellent little device
Excellent little device, have been using since I received it. No issues with the device. Also thank you to Daisy fir her friendly advice and recommendations.
15 June 2026
Unprompted review
Reply from IQOS UK
Hello, Xeno.
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.
Reply from IQOS UK
Hi, Claudiu.
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
must have
such an incredible device! makes smoking much more enjoyable - not to mention mohammed’s incredible customer service, making sure i was all set up. couldn’t be more grateful!
13 June 2026
Unprompted review
Reply from IQOS UK
Hi.
We also want to thank for your kind words and 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
Very helpful
The customer agent Redouane has been most helpful and friendly
13 June 2026
Unprompted review
Reply from IQOS UK
Hi Marc, thank you for the positive feedback! Should you ever need support with your IQOS in the future, we are here to help. Indeed, our biggest focus it to do our best to always be available and supportive to our customers in order to offer them a pleasant and unique experience.
All the best. Marion, IQOS Team
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