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
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I contacted IQOS to get my defective Iluma One replaced. I spoke to Jasmine who was extremely helpful, always courteous and very professional. She is a real asset to the company. I've spoken to her on... See more
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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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If you wish for a rapid and excellent job, pray you have Inasse on the other side of the line. Inasse has a brain that runs so fast that before you even ask your question, she already has tested... 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
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Helpful and prompt and effective…
Helpful and prompt and effective communication with ED who was most efficient.
July 21, 2026
Unprompted review
Reply from IQOS UK
Hi, Ashok.
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, Finn.
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
Iqos are always very efficient and this…
Iqos are always very efficient and this time Jasmine helped me through everything with clear and easy to follow instructions!
July 16, 2026
Unprompted review
Reply from IQOS UK
Hi, Elisabeth.
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 customer service
Great customer service! Very helpful, fast and friendly:)
July 16, 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
It helps with smoking and value for…
It helps with smoking and value for money
July 9, 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
Agent named Maria helped me with the…
Agent named Maria helped me with the issue that I had with my order. Wonderful service!
July 15, 2026
Unprompted review
Reply from IQOS UK
Hi, Alex.
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 Leslie, 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
First order from them
First order from them. Cruelly cocked up, sending a withdrawals suffering customer a single tub of 10 ZYN rather than the order of 10 tubs of regular size.
Live chat handler "Maria" needed me to repeat my issue at first. They were at least charming and sent another message to keep the chat from automatically disconnecting whilst I struggled to get a picture. They seemed to be doing their best within the limited framework available to them.
*update* Replacement package arrived soon after. It was 10 tubs of 10, which was*still* only half of my order.
There doesn't seem to be malice. Just incompetence. I'm unlikely to order direct from the company again. I'll find another, more reliable online store.
July 15, 2026
Unprompted review
Reply from IQOS UK
Hi,
thank you so much for sharing your experience and for the positive feedback. It makes us very happy that
you have sorted out a convenient solution for you with Maria.
We do strive in continuously improving our products and services in order to offer the best IQOS experience to our customers. We are always here to help, therefore, do not hesitate in getting back in touch with us if needed.
Marion, IQOS Team
Farouk was very polite and helpful.
Farouk was very polite and helpful.
July 15, 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
First time seeing these devices and…
Edit: unfortunately I’ve dropped the stars to one. I’m a new customer and I ordered the kit at £19 but the wrong colour was selected so it was cancelled within the half hour window and when trying to order the colour I wanted they tried to charge me £29 and said I no longer qualify as a new customer. Stay clear from these gangsters.
First time seeing these devices and they’re amazing. Was having issues with ordering and Saad was an amazing help and gave me the information I needed to place an order. Thank you
July 15, 2026
Unprompted review
Reply from IQOS UK
Hi Sp, 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
Excellent and fast customer service.
June 25, 2026
Unprompted review
Reply from IQOS UK
Hi, Małgorzata.
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
The customer service was again first…
The customer service was again first rate (not that I have had much cause to contact them) Azzy dealt with my query in a professional and timely manner and was able to answer all my questions in one call. Just goes to prove that great customer service is not difficult to provide, I wish all businesses could be as good.
July 13, 2026
Unprompted review
Reply from IQOS UK
Hi, Colin.
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
The customer service was outstanding…
The customer service was outstanding and the advisor went out his way to help me and explained to me extremely nicely.
July 14, 2026
Unprompted review
Reply from IQOS UK
Hi, Usha.
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 love Iqos and Sakina was absolutely…
I love Iqos and Sakina was absolutely lovely and helpful
July 13, 2026
Unprompted review
Reply from IQOS UK
Hi Andreea, 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
Farouk was great when he called and the…
Farouk was great when he called and the products have all been great too.
July 9, 2026
Unprompted review
Reply from IQOS UK
Hello, Nick. 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.
I had a problem with my delivery and…
I had a problem with my delivery and AZZY was very helpful and sorted the problem quickly.Thank you Azzy!
July 13, 2026
Unprompted review
Reply from IQOS UK
Hi, Bianca.
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
Issue with making an order
Had an issue with adding a product in my basket for a couple of days. Saad (customer service representative) helped me go through with my order quickly & efficiently. Thanks Saad
July 13, 2026
Unprompted review
Reply from IQOS UK
Hi NG, 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
Reply from IQOS UK
Hi, Alina.
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
Their product is good but the customer…
Their product is good but the customer service response of late has been shocking. Since May I’ve not been able to get my usual 5% discount when purchasing Terea on their website and I have emailed and called several times and nearly two months later still not resolved. Initially told they can’t place the order for me over the phone, a week or so later told can do and would apply £20 voucher. I would have got £16 discount, and a previous order that I paid for was at full price so actually there was no comp at all. Still waiting for a resolution.
Yesterday my device stopped working and after various instructions to do this and that, gave the serial number unable to find it on my account so have to email info. Said would be in touch in 2-3 hours. 24 hours later nothing.
They used to be good. What happened?
July 11, 2026
Unprompted review
Reply from IQOS UK
Hi Abbey, 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
IQOS always deliver
IQOS always deliver! I was struggling to order a new vape unit as my 4+ year old one is beginning to be unreliable. I couldn't get into my account and I managed to speak to Azzy on the IQOS live chat and they placed my order for me with next day delivery and a secure link to pay!
July 10, 2026
Unprompted review
Reply from IQOS UK
Hi Tracey, 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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