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
Created with AI, based on recent reviews
What people talk about most
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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
Company replied
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.
Great customer interaction
IQos are a superb company who regularly suffer from the delivery companies..PARTICULARLY DHL!! But the customer services of IQOS themselves is second to none. Friendly staff, super helpful and extremely efficient. Follow ups, regular quality checks and quick solutions means they are trusted and value their reputation. Superb company...
8 June 2026
Unprompted review
Reply from IQOS UK
Hello ,Mark.
We are very happy to read that you are enjoying your IQOS and that you are satisfied with our services. I
Have a good day!
IQOS Team
Awesome interaction with Farouk
Awesome interaction with Farouk, great customer service!☺️
8 June 2026
Unprompted review
Reply from IQOS UK
Hi Iris, 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
Terea Amber
Hi there. I've stopped using Terea Amber and was left with a few packs I bought for my own stock.
I am looking for an advise how to sell them ( for cheaper than normal of course)
Unfortunately, I don't know anyone local who is using the Terea sticks.
Any help would be much appreciated.
8 June 2026
Unprompted review
All's well that ends well!
I want to extend a huge thanks to the incompetent IQOS customer service who sent me a 30% off of first subscription order pay link and ended up still overcharging me by £15, then had the audacity telling me that I have not been overcharged! If it wasn't for you, I wouldn't have looked for alternative to your product and boy did I find the absolute winner! Anyone who thinks that you can barely get a few decent puffs from this device, try the new Ploom AURA device with their premium EVO sticks, it's absolutely amazing! Device can be controlled via dedicated app to change the intensity to your liking and you earn points with everything you do that can later be used as a discount for any of your orders. Their Evo sticks are premium quality and also £1 cheaper than Terea sticks. They also work with Camel tabbacco lineup sticks! Thank you IQOS customer service for making this happen!
P.S.
IQOS will not post my review on their website, I've submitted it twice and it's still not showing up on their website!
3 June 2026
Unprompted review
Reply from IQOS UK
Hi Martins, we are very sorry you feel this way.
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 spoke with Saad about my delivery…
I spoke with Saad about my delivery late, He was so kind, and resolved my problem about 5 minutes. I never feel dissapointed with iqos customer service. He’s fast, helpful, and kind. Thank you again!
7 June 2026
Unprompted review
Reply from IQOS UK
Hi Vivien, 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
Great and quick help!Thanks Redouane
7 June 2026
Unprompted review
Reply from IQOS UK
Hi Florin, 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 experience with Mehsi was the best one
The experience with Mehdi was brilliant! It s the best employer of Iqos! Thank you Mehdi!
6 June 2026
Unprompted review
Reply from IQOS UK
Hi Milica Rochian, thanks a lot for the positive feedback! We are glad to hear it.
Thanks again for sharing your experience and we wish you all the best.
IQOS Team
Great service
Great service,
Mahdi is been really helpful with resolving issue with my ILUMA device.
Been costumer of this company for more than 5 year now and they never let me down.
Any time I have an issue or requiring advice regarding their product, they always help.
6 June 2026
Unprompted review
Reply from IQOS UK
Hi Eleonora Vankova, 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.
IQOS Team
Excellent customer service by Saad
Excellent customer service by Saad, who was polite and friendly.
5 June 2026
Unprompted review
Reply from IQOS UK
Hi Andrew C, 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.
IQOS Team
Operator by the name of ED particularly…
Operator by the name of ED particularly helpful a pleasure to deal with
5 June 2026
Unprompted review
Reply from IQOS UK
Hi James O’Neill, 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.
IQOS Team
Had a great experience with Hannah…
Had a great experience with Hannah Newcastle, let me try a few of the flavours to help me decide and wasn’t pushy at all even after I said I’d come back, I came back got greeted with a smile and great attitude and got a device and some IQOS Levia and terea
5 June 2026
Unprompted review
Reply from IQOS UK
Hi Tom Musson, thank you for taking the time in leaving us feedback. We are always aiming in doing our best to keep our customers satisfied.
Thanks again for the review!
IQOS Team
Great customer support
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 most suitable way. She was very helpful and friendly.
I was pleasantly surprised how they care about their customers
4 June 2026
Unprompted review
Reply from IQOS UK
Hi Costav78, thank you for taking the time in leaving us feedback. We are always aiming in doing our best to keep our customers satisfied.
Thanks again for the review!
IQOS Team
Great and quick service
Great and quick service. The agent Mehdi was very helpful.
5 June 2026
Unprompted review
Reply from IQOS UK
Hi Galina Zeilis, 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.
IQOS Team
Yasinne was a very helpful customer…
Yasinne was a very helpful customer advisor and happy to solve my problem.
5 June 2026
Unprompted review
Reply from IQOS UK
Hi Georgie Ursachescu, 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.
IQOS Team
Redouane with masterclass customer service
Redouane provided a masterclass in customer service. I was trying to verify my account to order a sample bundle of the x-low samples when I got stuck on the verify stage. Within 10 seconds of clicking live chat I got paired up with Redouane and he very quickly managed to help me get verified to be able to order the samples! 10/10
4 June 2026
Unprompted review
Reply from IQOS UK
Hi Jakub Adamczyk, 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.
IQOS Team
Lovely customer service
Lovely customer service, always managed to solve all my issues quickly. Farouk on the phone today has been especially kind and prompt in aiding me.
4 June 2026
Unprompted review
Reply from IQOS UK
Hi Bianca, thank you for taking the time in leaving us feedback. We are always aiming in doing our best to keep our customers satisfied.
Thanks again for the review!
IQOS Team
Easy to access and agent and quick…
Easy to access and agent and quick responses
4 June 2026
Unprompted review
Reply from IQOS UK
Hi Jane Ridyard, thanks a lot for the positive feedback! We are glad to hear it.
Thanks again for sharing your experience and we wish you all the best.
IQOS Team
Brilliant customer service
Brilliant customer service. Jason been prompt and fair. Great experience
4 June 2026
Unprompted review
Reply from IQOS UK
Hi Jacqueline Renoir, 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,
IQOS Team
Redouane help me alot and fixed my…
Redouane help me alot and fixed my issue thank you
3 June 2026
Unprompted review
Reply from IQOS UK
Hi Niki, thank you for taking the time in leaving us feedback. We are always aiming in doing our best to keep our customers satisfied.
Thanks again for the review!
IQOS Team
Saad remedied my troubles just in…
Saad remedied my troubles just in minutes
Thank you Saad
3 June 2026
Unprompted review
Reply from IQOS UK
Hi Georgeta, 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.
IQOS Team
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