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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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
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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... See more
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'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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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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See how their reviews and ratings are sourced, scored, and moderated.
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
Great service
July 10, 2026
Unprompted review
Reply from IQOS UK
Hi, Andrei.
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 was very pleasant and it was nice…
Daisy was very pleasant and it was nice to be able to give my views on Veev One and In Prime.
July 9, 2026
Unprompted review
Reply from IQOS UK
Hi Mark, 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
Very good conversation
Very good conversation, they are a good company that look after customers..
July 9, 2026
Unprompted review
Reply from IQOS UK
Hi Ray, 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
This thing has a bad bad smell i do not like it.
Ive Just bought this paid over the odds for a vape then 3 stick attempts what is the bad smell that come out of this smells like something nasty cannot stand the smell wasted money the chews are disgusting thrown into bin straight away proper rank. Not happy with my purchase at all. Would love to be refunded but no chance.
July 9, 2026
Unprompted review
Reply from IQOS UK
Hi Pedro, 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
Customer advisor called Inasse was…
Customer advisor called Inasse was really friendly and helpful and resolved my issue very quickly.
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
Reply from IQOS UK
Hi Mihaela, 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
polite and friendly staff
July 8, 2026
Unprompted review
Reply from IQOS UK
Hi M Ivanchenko, 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
Lily was very helpful and courteous
Lily was very helpful and courteous, she made me feel at ease when asking questions about the products
July 8, 2026
Unprompted review
Reply from IQOS UK
Hi, Martin.
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
Always an excellent service received…
Always an excellent service received from iqos service desk. Any issues resolved quickly through to completion.
Tina was great yesterday when I had a question and wanted to change my subscription details which as I said was resolved with the information I needed to do what I needed.
Fantastic work and a template that other companies should adopt.
Well done, all at iqos
July 7, 2026
Unprompted review
Reply from IQOS UK
Hi Chris, 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
This is a very good device and fair…
This is a very good device and fair value
For the price.
July 8, 2026
Unprompted review
Reply from IQOS UK
Hi, Roy.
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
Excellent service from Daisy!
I had a great experience with the VEEV Support Team today. Daisy was incredibly helpful, polite, and resolved my query very quickly. Highly recommend their customer service!
July 7, 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
Good service
Good service, Daisy was very patient and trying to proactively resolve my questions.
July 7, 2026
Unprompted review
Reply from IQOS UK
Hi, Alec.
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 was having problems with my order…
I was having problems with my order considering that I had returned an item before and wanted to be able to qualify for the promotional offer again. I was put in contact with Maria and she was extremely helpful and patient and my problem was resolved entirely - in the end I was able to make a happy purchase thanks to Maria. Thanks Maria.
July 7, 2026
Unprompted review
Reply from IQOS UK
Hi Clarence, thank you so much for sharing your experience and for all the positive feedbacks. It makes us very happy that
you have sorted out a convenient solution for you with Maria.
Indeed, we do strive in continuously improving our products and services in order to offer the best IQOS experience to our customers and we are glad that you are enjoying yours so far. 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
Agent Jason was in a hurry and seemed…
Agent Jason was in a hurry and seemed helpless. I asked where my order was and he told me he would pass it to the team to investigate. Couldn’t ask for anything else or a better solution. Bad experience and won’t order from your website again. And this is not the first time I have had issues with my orders. I suggest you change your delivery company.
July 7, 2026
Unprompted review
Reply from IQOS UK
Hi Karl, 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
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