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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Review summary
Created with AI, based on recent reviews
What people talk about most
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
Company replied
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
Company replied
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
Company replied
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.
Customer service from Azzy was very…
Customer service from Azzy was very helpful today. Thank you
September 1, 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
The employee was patient and pleasant…
The employee was patient and pleasant to deal with.
September 1, 2026
Unprompted review
Reply from IQOS UK
Hi A silan, 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
Daisy gave a lot of information about…
Daisy gave a lot of information about different types of tobacco sticks I can have and deals I can take up.
September 1, 2026
Unprompted review
Reply from IQOS UK
Hi Adam, 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 spoke with Fadwa who was very helpful…
I spoke with Fadwa who was very helpful and fully resolved my issue. She was very professional well done.
September 1, 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
Daisy is just the best asking great…
Daisy is just the best asking great questions and so nice #we all love daisy
September 1, 2026
Unprompted review
Reply from IQOS UK
Hi, Evanas.
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 chat in iqos website it was…
The chat in iqos website it was glitchy. Jason he tried his best he was super helpful.
August 31, 2026
Unprompted review
Reply from IQOS UK
Hello K Gergely, thank you for taking the time in leaving us a review. We appreciate your honest feedback.
We are focused in continuously improving our products and services in order to best meet our customers’ expectations.
Once again, thank you for your
feedback.
Marion, IQOS Team
My issue was a missing delivery
My issue was a missing delivery, I was connected to Jason who resolved the issue without fuss and it took only a couple of minutes. He is a credit to IQOS
September 1, 2026
Unprompted review
Reply from IQOS UK
Hi Steve, thank you so much for sharing your experience and feedback. It makes us very happy that you have sorted out a convenient solution for you with Jason.
We are always here to help, therefore, do not hesitate in getting back in touch with us if needed.
Once again, thank you and all the best!
Marion, IQOS Team
Daisy was professional
Daisy was professional, courteous, easy to talk to and knowledgeable
August 31, 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
Great customer service from Freddie at…
Great customer service from Freddie at Whitecity Westfield.
August 30, 2026
Unprompted review
Reply from IQOS UK
Hi Daniella, 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. Marion, IQOS Team
Saad was excellent
Saad was excellent in sorting my problem out of not being able to order products from the IQOS website. The website is very slow and is not easy to use with the delays.
July 28, 2026
Unprompted review
Reply from IQOS UK
Hi Simon, thank you so much for sharing your experience and feedback.
It makes us very happy that you have sorted out a convenient solution for you with Saad.
We are always here to help, therefore, do not hesitate in getting back in touch with us if needed.
Once again, thank you and all the best!
Marion, IQOS Team
Thank you Hasnaa for a lovely chat was…
Thank you Hasnaa for a lovely chat was very helpful. Very good customer service!
August 28, 2026
Unprompted review
Reply from IQOS UK
Hi Maria ,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.
Marion, IQOS Team
I received very polite and…
I received very polite and understanding service. This is great.
August 28, 2026
Unprompted review
Reply from IQOS UK
Hi, Zubeyde.
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 PROBLEMS persist but agent helped with alternative solution
After 3 prior attempted resolutions finally Ms Daisy helped find a solution.
The issue had been with Iqos IT systems where payment links were not being received.
Finally ms Daisy sent to an alternative email which worked .
August 28, 2026
Unprompted review
Reply from IQOS UK
Hi Gul, thanks for the positive review.
We are happy that Daisy was able to help you.
Our Customer Care team is always there and happy to support you; via phone, chat or email.
Have a great day.
Marion, IQOS Team
AI slop website
I had a subscription which I updated and it only triggered once. Going on the website and trying to edit it triggers a chain of errors, not doable. I ordered manually yesterday, got billed, but I didn't get any confirmation this time around. The customer chat and the website dev/maintenance seems to have moved to AI slop. Could you check order 1079519815
August 27, 2026
Unprompted review
Reply from IQOS UK
Hi Cosmin, 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
Farouk was very helpful with my order…
Farouk was very helpful with my order and another problem
August 26, 2026
Unprompted review
Reply from IQOS UK
Hi Shane, 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
Maria sorted it
When the AI bot couldn't help, I was immediately transferred to a person. Maria, the person who helped went through everything and sorted the problem out, gave me all the information I needed and made it hassle free. They were courteous, concise and efficient. I couldnt have asked for more really.
August 26, 2026
Unprompted review
Reply from IQOS UK
Hi Thomas, 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.
Have a great day!
Marion, IQOS Team
Hasnaa was polite and lovely to talk to…
Hasnaa was polite and lovely to talk to am very happy with the service provided
August 26, 2026
Unprompted review
Reply from IQOS UK
Hi, Emma.
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
Hasnaa was very helpful friendly and…
Hasnaa was very helpful friendly and professional listened to my concerns and called me back as promised due to a problem with her pc Thankyou Hasnaa
August 25, 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
Latiya was fantastic
Latiya was fantastic, she showed me the different models of heat sticks and helped me find my favourite colour. She let my friend sit and gave her water because she had tension headaches. AbdulAziz the manager was also very kind and welcoming and made very nice conversation! This was the White City branch
August 25, 2026
Unprompted review
Reply from IQOS UK
Hi, 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.
Marion, IQOS Team
Daisy was extremely helpful
Daisy was extremely helpful, very friendly and knowledgeable about the products,really great customer service
August 24, 2026
Unprompted review
Reply from IQOS UK
Hi Caroline, 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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