'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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Review summary
Created with AI, based on recent reviews
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Reviews shaping this summary
Farouk at Customer Services was attentive & eager to ensure my issue was dealt with effectively & in a timely manner. He also followed up with a phone call the following day to ensure everything had... See more
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Made contact with customer services today due to not being able to view my account page. In the first instance I was met with an AI agent of which I’m not a fan. Thankfully after a few moments I was t... See more
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I have had difficulties in applying my referral codes and was assisted efficiently by Anas from Customer Care. He was extremely helpful, friendly and very eager to help resolve any issue I had, not to... 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 history of asking for reviews
This company hasn't invited their customers, so reviews may not be representative
Replied to 96% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Great service today
Customer service today was great although sometimes it can be questionable
ED was very helpful in dealing with my enquiry and dealt with it quickly and efficiently
June 6, 2026
Unprompted review
Reply from IQOS UK
Hi Alan, 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
The experience with Mehsi was the best one
The experience with Mehdi was brilliant! It s the best employer of Iqos! Thank you Mehdi!
June 6, 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.
June 6, 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.
June 5, 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
June 5, 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
June 5, 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
June 4, 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.
June 5, 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.
June 5, 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
June 4, 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.
June 4, 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
June 4, 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
June 4, 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
June 3, 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
June 3, 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
Reply from IQOS UK
Hi Cedric Popa, 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
Top service
Top service, Jasmine was extremely polite and helpful. Thanks!
June 3, 2026
Unprompted review
Reply from IQOS UK
Hi Ler, 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
I had an issue with linking my device
I have an issue with linking my device bought from abroad to my UK account, but Mehdi helped me sort this out online very quickly. Highly recommend!
June 3, 2026
Unprompted review
Reply from IQOS UK
Hi Daiana Gusatu, 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
Customer service very poor
Customer service very poor. Got invited to do a survey for IQOS with a promise of a £10 Amazon voucher, did the survey and got nothing. Tried to chase things up through chat, was told issue was being escalated and someone would be in contact, nothing happens.
No.issues with the products, but the support isn't there.
May 26, 2026
Unprompted review
Bought this device as an alternative to…
Bought this device as an alternative to vaping. Had some issues with registration but customer service is outstanding. Medhi who helme has been 100% the best. Would definitely recommend this contact and company to anyone thinking about trying. The choice of heated sticks is fantastic too
June 3, 2026
Unprompted review
Reply from IQOS UK
Hi THOMAS WATT, 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
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