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.
My problem with non delivery and loss…
My problem with non delivery and loss of parcel was not solved . I am not prepared to wait around any longer
June 22, 2026
Unprompted review
Reply from IQOS UK
Hello Andrea, we appreciate your honest feedback and we understand where your frustration is coming from. We are continuously working in improving our products and services in order to be able to offer the best consumer experience to our users. We do our best and we would be happy to discuss any issues you might be facing in order to help in finding the best solution.
Thank you again for taking the time in sharing your experience.
Marion, IQOS Team
Usual addiction based Awful company…
Usual addiction based Awful company that promotes lies for profit about the safety of these products with no long term tests done and with no transparency with third party testing on the ingredients in the sticks.
June 1, 2026
Unprompted review
Reply from IQOS UK
Hi Kudret, 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
Daisy was excellent in her manner and…
Daisy was excellent in her manner and providing great information as regards products
Many thanks Daisy
June 22, 2026
Unprompted review
Reply from IQOS UK
Hi Florence, 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 helpful and polite service
Very helpful and polite service. Thank you Daisy ❤️
June 22, 2026
Unprompted review
Reply from IQOS UK
Hi, Emilia.
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
Polite Service
The Customer Service staff, Daisy was very kind and helpfull with the special offer info.
Thanks to her😊
June 22, 2026
Unprompted review
Reply from IQOS UK
Hi, Selma.
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
Unreliable ’next day’ delivery …
IQOS are a great company but they are seriously let down by their delivery partner DHL. Next day delivery is promised but more often than not this doesn’t happen and DHL delay the delivery. On this latest occasion delivery was due on Saturday and on Saturday DHL notify that it won’t arrive until Monday.
June 20, 2026
Unprompted review
Reply from IQOS UK
Hello Margaret, thank you for sharing with us your experience and we are really sorry about all the hassle you have been through.
Customer feedback is highly important to us, as we are striving to provide a smooth experience at all times.
We wish you all the best.
Marion, IQOS Team
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 Jacob, thank you for the review.
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
Fantastic customer service
Fantastic customer service, helped me set up my subscription which I can adapt to how I wish at any time, and a great discount too 👍
June 19, 2026
Unprompted review
Reply from IQOS UK
Hi Simone, 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 helpful
June 19, 2026
Unprompted review
Reply from IQOS UK
Hi Tung, 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
The agent Redouane was very helpful and…
The agent Redouane was very helpful and patient. Thank you
June 19, 2026
Unprompted review
Reply from IQOS UK
Hi, Delphine.
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
positive experience
I had a positive experience of replacing a faulty charger. Really appreciate Mehdi’s clear instructions and assistance
June 19, 2026
Unprompted review
Reply from IQOS UK
Hi, Marija.
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
Thanks Mehdi much appreciated for yoir…
Thanks Mehdi much appreciated for yoir help
June 18, 2026
Unprompted review
Reply from IQOS UK
Hi, Yousef.
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
Good customer service
Good customer service
Medhi sorted my problem caused by DPD who are pretty useless and always sending parcels back without attempting to deliver.
June 18, 2026
Unprompted review
Reply from IQOS UK
Hi Natasha, 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
Spoke to Ed
Spoke to Ed
Very polite and did his best to advice and support my queries ..
Wishing him the very best
June 18, 2026
Unprompted review
Reply from IQOS UK
Hi, Jacob.
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 costumer service
I had a couple of issues with a delivery and Jasmine was very helpful sorting it out.
Thank you
June 17, 2026
Unprompted review
Reply from IQOS UK
Hi, Carmen.
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
Thanx Marie,kind regards!
June 17, 2026
Unprompted review
Reply from IQOS UK
Hi, Raul.
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
YASSINE was extremely helpful, couldn’t get my iluma 1 to work, but offered me a new device at a very good price. I have now ordered this, paid for it and look forward to receiving it tomorrow.
June 17, 2026
Unprompted review
Reply from IQOS UK
Hello, Jenifer. 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.
Call about my new iqos device
I had a call from Fadwa, she was very nice, 10/10 call.
June 17, 2026
Unprompted review
Reply from IQOS UK
Hi, Raisin.
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 delightful
Daisy was delightful, really canny, friendly and happy.
June 15, 2026
Unprompted review
Reply from IQOS UK
Hi, Rachel.
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
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