My order payment link never arrived in my inbox on 2 consecutive days. On both occasions the advisers said there was an IT problem which would be rectified by the evening. It wasn't, then my order w... See more
Company replied
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Review summary
Created with AI, based on recent reviews
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Reviews shaping this summary
Bilal was amazing guideing me thought a difficult situation due to things not going through due to storm he was very informed and helped me choose my new device and check my subscription. Very profess... See more
Company replied
Just spoke with Hasnaa on the customer care team regarding my positive experience with ZYN. Great products and great to have "dry" nicotine pouches in addition to "wet" pouches which are not to everyo... See more
Company replied
Honestly Bilal was exceptional. Thank you so much for updating my details, explaining in detail about my order and solving what I would’ve thought to be a challenging request. I didn’t wait to be spok... 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 98% of negative reviews
Typically replies within 24 hours
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Terea is absolutely crap comparing with…
Terea is absolutely crap comparing with old heets. Why just not put in to your mouth pencil and enjoy.
November 15, 2026
Unprompted review
No delivery and no refund!
I placed an order and was informed that DPD would make the delivery. The next day I received a notice to say that the order had been delivered but it hadn’t. I have a ring doorbell so could confirm the fact that I hadn’t received the parcel
and having contacted DPD I was informed that they couldn’t help me and that I had to take the matter up with IQos which I did only to be told that I may or may not receive my delivery and that I may or may not receive a refund within 10 working days! None of which helps me, the customer, having ordered in good faith!! Be warned, you can place an order and have money taken for the order but they won’t guarantee that you will receive your goods so be wary of ordering online!!!!
November 14, 2026
Unprompted review
Great customer services
Great customer services , Tina one of the agents that helped me resolving my issue
November 13, 2026
Unprompted review
Reply from IQOS UK
Hi M Ebid, 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
Today i made a call to Iqos customer…
Today i made a call to Iqos customer service and it was really nice to talk to Azze.He was really helpful ,friendly and gave me tips to promotions on iqos website.I felt really positive energy and he was really knowledgeable.I rate iqos customer service very positive.
November 13, 2026
Unprompted review
Reply from IQOS UK
Hi Michaela, 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
Sakina was lovely on the phone an…
Sakina was lovely on the phone an pacient
November 13, 2026
Unprompted review
Reply from IQOS UK
Hi Maria F, 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
Adel Shah at Trafford centre kiosk has…
Adel Shah at Trafford centre kiosk has been great in explaining things and very friendly and approachable.
November 13, 2026
Unprompted review
Reply from IQOS UK
Hi Anonymous, 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
Everything about it is an easy…
Everything about it is an easy experience.
From ordering to using to getting support.
November 12, 2026
Unprompted review
Reply from IQOS UK
Hi Tom D, 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
Phaedra was very gentle and had my best…
Phaedra was very gentle and had my best interest at heart.
November 12, 2026
Unprompted review
Reply from IQOS UK
Hi Sabrina Huarte, 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
Great customer service
Very nice people, always do their best for customers. Had a lovely chance to speak with Farouk, was very polite and nice!
November 11, 2026
Unprompted review
Reply from IQOS UK
Hi Mariya Chuhunnikova, 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
I was kindly assisted by Jawad for my…
I was kindly assisted by Jawad for my recent order. They solved my problem in the most convenient way and helped me gather all the information that was needed. They were quick and professional. Thank you so much. Appreciate it!
November 11, 2026
Unprompted review
Reply from IQOS UK
Hi Melek Kaynak, 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
⭐️⭐️⭐️⭐️
Very satisfied with the service. The agent showed really care for the client and the product. More customer security personnel is needed like her
November 10, 2026
Unprompted review
Reply from IQOS UK
Hi Bledar Heta, 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
Reply from IQOS UK
Hi Adreea, 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
Hasnaa was very professional and…
Hasnaa was very professional and helpful with my queries.
November 10, 2026
Unprompted review
Reply from IQOS UK
Hi J Karim, 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
Ed was brilliantly helpful
Ed was brilliantly helpful, courteous and professional.
November 10, 2026
Unprompted review
Reply from IQOS UK
Hi Neil Paris, 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
Worst experience
Horrible experience with the iqos uk and their courier service DPD. I never received the product. IQOS had to contact the courier and investigate what has happened. Despite me contacting iqos twice, the issue is not resolved. The parcel is lost and nobody takes the responsibility. IQOS says they need the parcel returned to their warehouse before they issue a refund! Both their agents Jawad and Nabila weren't helpful. They both tried to send me to the pickup shop when the courier system clearly shows it is not ready for collection. I actually went to the pickup shop first time they asked me, and later I spent hours calling and chatting with their courier provider DPD. My advice is avoid their online service.
November 9, 2026
Unprompted review
Reply from IQOS UK
Hello Ali, we are very sorry you feel this way.
We'd like to stress that we are taking this really seriously. 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
Quick and efficient
I talked with Tina, she was very helpful and very quick in all her responses the best thing you can expect from customer support.
My problem was resolved without a lot of back and forth she understood the problem and was very helpful
November 7, 2026
Unprompted review
Reply from IQOS UK
Hi Chayma, 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
Daisy is professional
Daisy is professional, she helped me unsubscribe my subscription in a minute. She is great. Thank you Daisy!🌼
November 6, 2026
Unprompted review
Reply from IQOS UK
Hi Raihanullah Amarkhil, 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
Reply from IQOS UK
Hi Mehmet Kırmızıgül, 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
Communication was good,easy to use.
Communication was good,easy to use and although the warranty claim was originally rejected, on evidence provided was accepted by Ahmed.
November 6, 2026
Unprompted review
Reply from IQOS UK
Hi Mr Colson, 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 gave this shit show 1 star and only…
I gave this shit show 1 star and only because I had to.
I ordered one of the starter kits for my partner to be dropped off at a DPD locker but some how they have managed to lose it so I have spent the last week chatting to DPD and IQOS who have been sending me all over the place basically telling me lies and blaming each other no one wants to talk to you they cut you off mid chat and treat you like an idiot. They tell you to talk to IQOS and they tell you to talk to DPD it’s an absolute joke I have never experienced such inadequate customer service and I’ve delt with Virgin media. At this moment I’m still non the wiser where or what is going on I’m out of pocket and it’s a week since it was due to be delivered I’m sorry I even bothered I definitely won’t be doing it again
November 5, 2026
Unprompted review
Reply from IQOS UK
Hello William, we are very sorry you feel this way.
We'd like to stress that we are taking this really seriously. 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
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