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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Reviews shaping this summary
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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MAROUANE Was great even though I was crossed due to lack of communication from DPD. She helped me but you need to look at your system the unnecessary questions are very annoying. If I’m logged in and... 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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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.
I had a great experience with IQOS…
I had a great experience with IQOS customer service, especially with Jason and Redouane.
Jason was really helpful when I contacted customer service about a discount for returning customers after being away for around a year. He took the time to understand my situation and helped me with the discount, which I really appreciated.
I also had an issue with a cancelled order, which was handled by Redouane. He was professional, helpful, and made sure the situation was explained clearly and dealt with properly.
Overall, I’m very happy with the customer service I received. Both Jason and Redouane were friendly, professional, and genuinely helpful. It’s nice to deal with customer service representatives who actually take the time to help rather than just giving generic answers.
Thank you, Jason and Redouane!
September 20, 2026
Unprompted review
Redouane was really nice when I…
Redouane was really nice when I couldn't get my tracking number she found it and sent it to me lovely person! 5 stars
September 20, 2026
Unprompted review
Awesome customer service
Customer Service is always ready to help and very quickly solve the problem. I spoke with Jason today; he was extremely polite, and in less than 5 minutes, my problem was solved. Thanks you
September 19, 2026
Unprompted review
Great customer service mu issue was…
Great customer service mu issue was resolved very quickly
September 19, 2026
Unprompted review
I had all my issues resolved today
I had all my issues resolved today, Azzy was absolutely brilliant. Thank you IQOS team, great customer service.
September 17, 2026
Unprompted review
Reply from IQOS UK
Hi, Aleksandrina.
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 sorted everything immediately .
Daisy sorted everything immediately .
September 17, 2026
Unprompted review
Reply from IQOS UK
Hi Paul, 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 rep who works in Chester uk is very…
The rep who works in Chester uk is very friendly signed me up to the zyn website gave me a free packet of zyns top class service
September 17, 2026
Unprompted review
Efficient and professional
Azzy was very helpful and efficient . He sorted everything very quickly and was thorough.
September 16, 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
REDOUANE Was amazing really helped me…
REDOUANE Was amazing really helped me out with my replacement and was really speedy with the process and everything was really smooth.
September 15, 2026
Unprompted review
Reply from IQOS UK
Hi, Leonie.
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
Online support
The team were knowledgeable and helpful on the chat today. It was a pleasure to deal with them.
September 14, 2026
Unprompted review
Reply from IQOS UK
Hi Jennifer, 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
Redouane was very helpful in achieving…
Redouane was very helpful in achieving a resolution to.my issue.
September 13, 2026
Unprompted review
Reply from IQOS UK
Hi Richard, 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 customer service 🤗
September 10, 2026
Unprompted review
Reply from IQOS UK
Hi Daniela, 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
Customer service is great
Customer service is great. Jason was very helpful in helping me log into my old account from 4 years ago.
September 10, 2026
Unprompted review
Reply from IQOS UK
Hi, Kristy.
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
Jason was very helpful and quickly…
Jason was very helpful and quickly sorted out an issue with my order thank you !
September 10, 2026
Unprompted review
Reply from IQOS UK
Hi, Karolina.
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
Almost perfect
If sticks are a little bit longer then it will be perfect.
September 9, 2026
Unprompted review
Reply from IQOS UK
Hi Max,
Thanks for your feedback We're always looking for ways to improve.
We've reached out to you privately to offer support. Please check the email address linked to your Trustpilot account, including your spam/junk folder, as our message may have landed there.
We look forward to hearing from you.
Marion, IQOS Team
Reply from IQOS UK
Hi Frederico, 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
Bilal was very helpful and polite…
Bilal was very helpful and polite remedying my issues.
September 8, 2026
Unprompted review
Reply from IQOS UK
Hi, Michael .
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 visited their pop up store in Romford
I visited their pop up store in the liberty in Romford, ellie was so helpful. She was so friendly and polite. I'm definitely going to use them again.
September 6, 2026
Unprompted review
Reply from IQOS UK
Hi Shannon, 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
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