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
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
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
Great knowledge of products
Great knowledge of products. Polite and friendly. Not rush in giving answers.
July 6, 2026
Unprompted review
Reply from IQOS UK
Hi, Gary.
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
Friendly and helpful guy
July 6, 2026
Unprompted review
Reply from IQOS UK
Hi, Alan.
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 super kind and and very…
Daisy was super kind and and very helpful and I truly felt like she was genuine
July 6, 2026
Unprompted review
Reply from IQOS UK
Hi, Laryean.
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
Veev's pro-active and generous…
Veev's pro-active and generous responsive to a problem was gratefully received. Customer service rep Lily was great, very friendly, efficient and helpful. Thank you.
July 6, 2026
Unprompted review
Reply from IQOS UK
Hi, 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
Veev one and Veev inprime
Farouk asked me questions about my experience with veev one and veev inprime . He listened to my answers and wasn't pushy about other products.
July 6, 2026
Unprompted review
Reply from IQOS UK
Hi Robin, 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 had an amazing experience all in all…
I had an amazing experience all in all with IQOS, love the product but most importantly I absolutely am so grateful and impressed with their Customer Service. Their efficiency and care is truly so natural, one agent to note is Farouk who was so friendly and keen to help when dealing with my enquiry.
Thank you to all the team and to IQOS for cultivating genuine care.
June 9, 2026
Unprompted review
Reply from IQOS UK
Hi, Teo.
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 am really dissapointed
I am really dissapointed , have the promo 70£ off if you refer a friend , i have done it they sent a code that does not work.
i have to consider to go back vapeing i spend moore then 100£ monthly for what to not get a disscount? and the costumer service is soo bad hard to get in touch.
July 5, 2026
Unprompted review
Reply from IQOS UK
Hi, 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
Azzy is an absolute legend.
Azzy is an absolute legend.
Sorted me out after the system cancelled my order
July 4, 2026
Unprompted review
Reply from IQOS UK
Hi Aidan, 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
Never received
Order terea for my iqos , never received. Courier sent picture of pack left on a door that was not mine. Impossibke to speak with iqos customer service by chat or call, same with courier. Never again.
July 1, 2026
Unprompted review
Reply from IQOS UK
Hi Vasco, 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
Very quickly and helpful conversation
Very quickly and helpful conversation, I’ve had an phone call today with Bilal and he was so excited to help me I can say, an very kind and polite person that sorted my issues in less then 10 minutes… I would recommend anyone to call them if needed 🙏🏻🙏🏻
July 4, 2026
Unprompted review
Reply from IQOS UK
Hi, 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
Tina was very good and she helped me…
Tina was very good and she helped me with the whole process. Great customer service Serivce provided 😊 bye now take care be safe .
July 4, 2026
Unprompted review
Reply from IQOS UK
Hi, Kay.
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 from Daisy
I had a follow up call from IQOS after registration of my new unit. They were seeing how I was getting on with using it and if I had any questions. The operator on the phone was Daisy, she was really helpful and gave some great advice. It was good to talk to a real person and not an AI for a change! At the end of the conversation she offered me a great deal on a selection of cartridges, £10 for 3 packs. Bargain! Very happy with the service.
July 1, 2026
Unprompted review
Reply from IQOS UK
Hi Martin, 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
Very helpful and many thanks for your…
Very helpful and many thanks for your professionalism. 🙏❤️
July 3, 2026
Unprompted review
Reply from IQOS UK
Hi, 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 is the second time now that i have…
It is the second time now that i have had an order go missing, the first time they gave me my money back, This time it has been over a week with little to no communication, i have had to chase them many times and keep getting the same response that they are waiting for the delivery company to respond. It is not my fault the parcel is lost/stolen, they are refusing to give me my money back and i had the same situation on a call, went through it all and they cut off/hung up on me!! Have waited over a week for a refund!!
July 3, 2026
Unprompted review
Reply from IQOS UK
Hi Vicky, 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 are great company and have great…
Iqos are great company and have great deals on smokeless products. Their customer services team are the best, and they often contact to see how you are getting on with the products and offer any support/rewards.
July 3, 2026
Unprompted review
Reply from IQOS UK
Hi Nathan, 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
Amazing experience with the customer…
Amazing experience with the customer services and products. Hasnaa was very professional and lovely.
July 3, 2026
Unprompted review
Reply from IQOS UK
Hi Grace, 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
Jasmine was extremely helpful
Jasmine was extremely helpful. And I appreciated the advice and the product that's she's arranged to send to me as I had a major problem with them. What a helpful company you are!!!. Many thanks. I've now created my account and will order from you in the future.
July 3, 2026
Unprompted review
Reply from IQOS UK
Hi Vanda, 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 to Farouk who had a very…
I spoke to Farouk who had a very pleasant interviewing manner. Friendly, courteous and professional at all times.
July 3, 2026
Unprompted review
Reply from IQOS UK
Hi Elizabeth, 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 am extremely disappointed with IQOS…
I am extremely disappointed with IQOS and what I consider to be misleading promotional advertising.
I referred a friend because I was promised a £50 voucher. I then received an email clearly stating that to redeem the voucher, I simply needed to spend £51. However, when I tried to use it, the voucher didn't work.
I contacted customer service, only to be told that I actually needed to spend £100, at which point I would receive a £70 discount. That is completely different from what was stated in the email I received.
How is it fair to advertise one set of terms and then expect customers to meet entirely different conditions when they try to redeem the offer? It feels misleading and dishonest.
I have the email as proof of what I was told, and I expect companies to honour the offers they advertise rather than changing the terms afterwards. This experience has left me feeling frustrated and misled, and I would think twice before recommending IQOS to anyone else.
July 2, 2026
Unprompted review
Reply from IQOS UK
Hi Mr Jake, 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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