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 99% of negative reviews
Typically replies within 24 hours
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See how their reviews and ratings are sourced, scored, and moderated.
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
BILAL was solve my
BILAL was solve my
Problem very fast today, he was kind, he was lessen my problems and he solve it, thank you for the support!
July 2, 2026
Unprompted review
Reply from IQOS UK
Hi Amalia, 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 lovely on the phone and very…
Daisy was lovely on the phone and very informative.
July 2, 2026
Unprompted review
Reply from IQOS UK
Hi, Kieran.
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 phoned by Daisy super customer…
I was phoned by Daisy super customer support, she gave me all the neccesary details to ensure I'll have the best experience with Iqos. Verry happy with the offer thank you!
July 2, 2026
Unprompted review
Reply from IQOS UK
Hi Sorana, 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
Website a total failure, customer service agent amazing!
First of all their website it's total garbage. It's like they paid somebody a fiver and a pint and they got their website. I had a problem with the order due to how chaotic that website is and when I try to fix it using their AI built in that thing was as useless as reading glasses to blind people but I end up calling and spoke with this Bilal and he was more than amazing. Was able to sort everything out in a matter of minutes. He did not waste my time it was direct and professional. Could not praise him more. So if you want to use them pay attention to their website because it is horrendous
July 1, 2026
Unprompted review
Reply from IQOS UK
Hi Valentin, 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 Bilal.
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
I think you need to try any different…
I think you need to try any different courier! I have ordered a next day delivery paying over £130 and the courier has lost the parcel(dpd) however it will take you 3 days to investigate? It took me 1 call! So I order another delivery pay another £65 plus extra for a next day delivery and the tracking says it will be delayed by 24 hours(DHL this time). Your customer service isn't very helpful to the customer but very adverse in your company complaints and investigations process which means this must happen quite often.. In short, I'm nearly £200 down, no delivery and not even an apology from your team.
I must need to give up using Iqos it must be a sign. Please get me refunded in full and I think I'll quit
July 1, 2026
Unprompted review
Reply from IQOS UK
Hi Reuben, 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 was very helpful and issued me…
Azzy was very helpful and issued me with replacement device cause mine stopped working. Pleased with that.
July 1, 2026
Unprompted review
Reply from IQOS UK
Hi Martynas, 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 Azzy.
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
I rang Iqos due to a faulty machine a…
I rang Iqos due to a faulty machine a lady called Jasmine diagnosed the issue for me very quickly and the matter was fixed very quickly thanks
July 1, 2026
Unprompted review
Reply from IQOS UK
Hi Alshad , thank you so much for sharing your experience and for all the positive feedback. It makes us very happy that
you have sorted out a convenient solution for you with Ben. Also, we will pass on the nice words to him.
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!
👍🏻👍🏻👍🏻👍🏻👍🏻👍🏻👍🏻👍🏻👍🏻👍🏻
June 24, 2026
Unprompted review
Reply from IQOS UK
Hi, 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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