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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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.
IQOS have turned weird, then weirder.
I have been an IQOS customer for a few years. They've turned totally weird. The "Gold" club membership now gives a lower discount than a multi buy. So I've cancelled my subscription as it's no longer worth having.
Then the problems start. My last subscription delivery, which was always sent through DPD previously, with no issues, was sent through Parcelforce this time. I waited in 2 days, they never showed, claiming I wasn't in the first day (a lie) and secondly the address was inaccessible????
Through Royal Mail's online tracking they tell me to arrange a new delivery or pick up from the local depot. I have no delivery card, because they never posted a card through my door....there was no attempt to deliver, so I do not know where it is. There are several possibilities locally.
I've asked IQOS for the £300 refund....but ridiculously they claim to have no record of my email address.... despite me using this for a few years, the one I log into my IQOS account through and the one IQOS send emails to me through!!!
I've now got to take steps to recover my money while the parcels sits in whatever depot Royal Mail or Parcel Force have taken it to.
I will in future just buy at full price from the local shops.
Update: IQOS tried to get this review removed because they reckon it's not genuine. Order ref. 1074761557
June 30, 2026
Unprompted review
Reply from IQOS UK
Hi John, 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
live chat was very helpfull
live chat was very helpfull, i managed to get a replacement pocket charger as mine stopped working. Very quick and easy to use
June 30, 2026
Unprompted review
Reply from IQOS UK
Hi, Seba.
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
Bilal was very helpful polite
Bilal was very helpful polite and understanding he resolved my problem as I had put the wrong door number on my order and he escalated it to amend it and assured me it would be delivered to the correct address. Bilal also explained about subscriptions as it would work out cheaper very pleased excellent customer service 👏
June 30, 2026
Unprompted review
Reply from IQOS UK
Hi Stella, 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 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! Marion, IQOS Team
Amazing
Quick delivery, good products and very nice and useful customer service. Thank you Daisy for your support.!
June 30, 2026
Unprompted review
Reply from IQOS UK
Hi Anna, 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
AZZY ! Great experience on how to accommodate…
Great experience on how to accommodate and assist me. He is very patient and helpful. Five STAR ⭐⭐⭐⭐⭐ to you AZZY!!!
June 30, 2026
Unprompted review
Reply from IQOS UK
Hi Raymar, 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
She is very kind and helpfull this is…
She is very kind and helpfull this is good experiance to me thanks💕
June 30, 2026
Unprompted review
Reply from IQOS UK
Hi Esra, 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
Fadwa was super fruendly and helpful.
Fadwa was super fruendly and helpful.
June 30, 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
I am extremely disappointed with my…
I am extremely disappointed with my experience.
I placed an order on 14 June and never received it. Despite contacting customer service multiple times, I was repeatedly told that my case was being investigated and that I would receive a refund within 72 hours. This never happened.
It has now been over two weeks, and I still have not received my order or my money back. There has been no proper resolution, no clear updates, and no accountability for the delay.
The customer service experience has been frustrating and unhelpful. I had to chase them just to get basic information constantly, and even then, nothing was resolved.
At this point, I am still waiting for my refund, which is unacceptable for a company of this size. I expected far better service and reliability.
I would not recommend based on my experience.
June 29, 2026
Unprompted review
Reply from IQOS UK
Hi Ioana, we are very sorry you feel this way.
We'd like to stress that we are taking this seriously and mean to resolve your issue as soon as possible.
In the meantime, 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
STRATFORD WESTFIELD
STRATFORD WESTFIELD
The staff are fantastically helpful,patient,friendly👍
Their helpfulness is impressive.
Thank you very much🙏
/Edit Berenyi&Sandor Torok/
June 29, 2026
Unprompted review
Reply from IQOS UK
Hi Edit, 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 resolved my issue quickly and I'm…
Maria resolved my issue quickly and I'm pleased with the service and outcome she provided.
June 29, 2026
Unprompted review
Reply from IQOS UK
Hi Silvia, 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
Roudane,a member of Icos was really…
Roudane,a member of Icos was really helpful and friendly. He wrote down my complaint and was compassionate to me. Tks 👍
June 29, 2026
Unprompted review
Reply from IQOS UK
Hi Helen, 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
Contacted Iqos about a replacement…
Contacted Iqos about a replacement pocket charger, replacement charger was ordered. Bilal made the whole process very easy.
June 26, 2026
Unprompted review
Reply from IQOS UK
Hi, Danny.
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
Had a few issues using website on my…
Had a few issues using website on my mobile, called IQOS UK who were very helpful and resolved issue. Also Veev in Prime stopped working, BILAL went through test of device and asked for it to be returned. Replacement arriving tomorrow. Except customer service.
June 27, 2026
Unprompted review
Reply from IQOS UK
Hi, Paul.
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 meet a really nice lady that works at…
I meet a really nice lady that works at the iqos in Westfield Stratford and she convinced me to buy the Levia Bluberry and it was the best choice and her name is Mya
June 27, 2026
Unprompted review
Reply from IQOS UK
Hello, Alice. 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.
Amazing customer service
Ian the call was extremely knowledgeable of the devices
He helped me chose and got the colour I wanted thank ypu
June 20, 2026
Unprompted review
Reply from IQOS UK
Hi, Cerrone.
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
Farouk was very polite and his…
Farouk was very polite and his communication was excellent.
June 26, 2026
Unprompted review
Reply from IQOS UK
Hi Margarita, 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
customer service agent Maria
Great customer service Maria was very helpful and knowledgeable explained the process and that delivery would be redirecting to my new address. GREAT SERVICE
June 26, 2026
Unprompted review
Reply from IQOS UK
Hi Mark, 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
The customer care experience is…
The customer care experience is annoying when it comes to vouchers, they solve the issue but never on the spot, I have to wait 3 or more days.
And for the last 4 referral vouchers, I had to wait too long, IQOS is not doing their job in sending your vouchers automatically.
June 26, 2026
Unprompted review
Reply from IQOS UK
Hello, thank you for taking the time in leaving us a review. We appreciate your honest feedback and we are sorry that you feel this way. 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
Daisy was very helpful and patient with…
Daisy was very helpful and patient with my questions
June 26, 2026
Unprompted review
Reply from IQOS UK
Hi Smith, 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.
Marian, IQOS Team
Recycling pods
Arranging to recycle my pods was simple and Ed was very helpful
June 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
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