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IQOS UK Reviews 

9,506
•
TrustScore 4.5 out of 5

4.4

Electronic Cigarette Store
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Review summary

Created with AI, based on recent reviews

Evaluating 998 reviews, reviewers overwhelmingly had a great experience with this company. Customers frequently highlight the excellent customer service and the helpfulness of the staff, praising individual agents for their professionalism, efficiency, and ability to resolve queries quickly. Many people are impressed with the overall service, including valuable product advice and efficient problem-solving. The products themselves are generally well-received, with consumers finding them good and effective. However, some customers also noted challenges with the ordering process, such as difficulties adding products or issues with incorrect selections. A few other people also felt that certain products did not meet their expectations regarding performance or available options.

What people talk about most

Staff

Clients share positive opinions on staff, with many reviewers praising their helpfulness, efficiency, and... See more

Customer service

People report positive experiences with customer service, often highlighting helpful, efficient, and friendly... See more

Product

Customers had positive experiences with product, with many reviewers appreciating the quality and... See more

Service

Consumers find service to be positive, with many reviewers consistently reporting excellent service from the... See more

Order

Customers consistently note ambiguous experiences with order, with many reporting issues such as incorrect... See more

Reviews shaping this summary

Rated 4 out of 5 stars

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

Rated 4 out of 5 stars

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

Company replied

Rated 5 out of 5 stars

'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

Company replied

Rated 5 out of 5 stars

I had a very nice call with Fadwa.Very appreciate, that she told me more about the new Terea products available and helped me to choose the right ones for me to try.She was very helpful and informativ... See more

Company details

  1. Electronic Cigarette Store
  2. Tobacco Shop

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.

TRY IQOS


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.

*Up to 1000 puffs on a single pod based on a 1 second puff duration. May vary depending on individual usage patterns.

BUY VEEV ONE

Contact info

4.4

Excellent

TrustScore 4.5 out of 5

10K reviews

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No recent history of asking for reviews

This company hasn't invited customers recently, so reviews may not be representative

Replied to 97% of negative reviews

Typically replies within 24 hours

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4.4

All reviews

(9,506)

1,016 reviews in the last 12 months

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Companies on Trustpilot aren't allowed to offer incentives or pay to hide reviews. Reviews are the opinions of individual users and not of Trustpilot. Read more
Rated 5 out of 5 stars

Friendly customer service

I was on phone to a Daisy, she was a delight to talk to. Very friendly customer service and good smoking experience will definitely recommend to others looking for a cigarette alternative

July 21, 2026
Unprompted review
Rated 5 out of 5 stars

Customer service at Iqos is always on…

Customer service at Iqos is always on point , the referral system and their rewards is at the top of any company out there . But shoutout to Oumaima for her fast reply and resolving my query in less than 5 minutes . Cheers guys !

July 21, 2026
Unprompted review
Rated 5 out of 5 stars

Ed was fantastic

Ed was fantastic. He was polite, friendly and patient whist looking into a question I had concerning an email I received from Iqos today and our call came to a satisfactory conclusion in a timely manner. Thats not to say I was rushed in any way in fact I have always been asked if there I had any further questions or wanted to discuss concerning Iqos.
Over the years I have had contacted on occasion the Iqos helpdesk and I can honestly say I have never been disappointed with the result. Any questions I may have had have always been resolved during the call. Clear instructions for any next steps to be taken either by Iqos or myself and most importantly the next steps plan has always ended successfully without having to contact Iqos for a 2nd time.
I only wish this customer service framework was shared and embraced by other large corporations.
From a customer perspective it is 2nd to none.

July 21, 2026
Unprompted review
Rated 5 out of 5 stars

It helps with smoking and value for…

It helps with smoking and value for money

July 9, 2026
Unprompted review
IQOS UK logo

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

Rated 5 out of 5 stars

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
IQOS UK logo

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

Rated 5 out of 5 stars

Very polite and service great

Very polite and service great

July 15, 2026
Unprompted review
IQOS UK logo

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

Rated 3 out of 5 stars

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
IQOS UK logo

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

Rated 5 out of 5 stars

Farouk was very polite and helpful.

Farouk was very polite and helpful.

July 15, 2026
Unprompted review
IQOS UK logo

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

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