I haven’t tried the product yet so I can’t say if the product is good however I have ordered the free trial but I ran into an issue as the ordering page glitched, Driss was able to solve my issue via... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
The taste it is better,no to much smoke and it is smell better too. The company it is interested in my experience by sending me messages and even call me. I enjoyed talking with Ouss ,he gave m... See more
Company replied
The great experience of course always with the right people:) Bilal was my case solving hero today! He was cool calm and collective, dealt very professional with my complaint. The parcel was unsucces... See more
Company replied
Jason who helped me was nice, but unfortunately i am not happy with my order, because i ordered on 2nd of may i understand that i ordered after 8pm so i was waiting for my order on 04.06.2026 but it a... See more
Company replied
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
9K reviews
Replied to 94% of negative reviews
Typically replies within 24 hours
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Customer 'Nightmare vs Care'
'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 unique understanding. This gentleman set the bar very high to his peers. His professionalism feels personal, his communication skill is warm and hearty. He has great talents and skills and in my opinion, Bilal shouldn't be behind a desk answering phone calls, Bilal should be sited at IQOS Boardroom where his many talents can shine, be exposed and be used! Thank you Bilal and may you prosper in all your doings.
May 15, 2026
Unprompted review
Reply from IQOS UK
Hi Madlen Acar, thanks a lot for the positive feedback! We are glad to hear it.
Thanks again for sharing your experience and we wish you all the best.
IQOS Team
Made contact with customer services…
Made contact with customer services today due to not being able to view my account page. In the first instance I was met with an AI agent of which I’m not a fan. Thankfully after a few moments I was transferred to the lovely Redouane, Redouane solved my problem quickly, provided me with impeccable customer service throughout.
May 16, 2026
Unprompted review
Reply from IQOS UK
Hi Terry, We also want to thank for your kind words and 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.
IQOS Team
very friendly and competent
May 16, 2026
Unprompted review
Reply from IQOS UK
Hi Ilenia, 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,
IQOS Team
The tobacco sticks are fine but!
The tobacco sticks are fine but the IQOS One was truly poor. It did not heat properly and thus the sticks couldn't perform as designed. If I borrowed my wife One it was good. I contacted customer service and was told how to reset it which I did. It worked fine for a couple of days and then failed again. Despite several reset the problem remained. Another chat with customer service was hopeless with them repeating the rest instruction. I suggested it wasn't fit for purpose but they ignored this so I currently have the tobacco sticks but nothing to smoke them with. Really disappointed and couldn't recommend purely due to terrible customer service
May 14, 2026
Unprompted review
5 star service
The customer service person [Bilal] was very polite, patient and assisted me with my issue.
May 15, 2026
Unprompted review
Reply from IQOS UK
Hi Denise McGowan, We also want to thank for your kind words and 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.
IQOS Team
Reply from IQOS UK
Hi On-usa Pukdee, We also want to thank for your kind words and 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.
IQOS Team
Thank you Omar
Thank you Omar, you help me very much today. Have a nice day
May 15, 2026
Unprompted review
Reply from IQOS UK
Hi Alexandra Toma, 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,
IQOS Team
Iqos your a saviour
Iqos your a saviour, I’ve tried all types of stuff and couldn’t quit smoking till I met iqos now Im slowly giving up nicotine fully.
I spoke with Ahmed, very polite and professional he also gave me some advice really appreciate it.
May 14, 2026
Unprompted review
Reply from IQOS UK
Hi Huseyin Akbas, 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,
IQOS Team
Bilal was very helpful and resolved my…
Bilal was very helpful and resolved my issue with my order quickly and efficiently
May 14, 2026
Unprompted review
Reply from IQOS UK
Hi Jason, thank you for taking the time in leaving us feedback. We are always aiming in doing our best to keep our customers satisfied.
Thanks again for the review!
IQOS Team
Reply from IQOS UK
Hi Kenneth Brown, 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.
IQOS Team
Reply from IQOS UK
Hi Giovanni Di Benedetto, 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,
IQOS Team
IQOS customer service - Bilal was amazing
IQOS customer service representative Bilal helped me with a warranty order, and they exceeded my expectations with the support provided.
May 13, 2026
Unprompted review
Reply from IQOS UK
Hi Marco Ciervo, thanks a lot for the positive feedback! We are glad to hear it.
Thanks again for sharing your experience and we wish you all the best.
IQOS Team
I used to enjoy IQOS but not anymore
I used to enjoy IQOS but not anymore. Being a GOLD member is not a privilage anymore as you have to pay the delivery fee because the order is less than £70 pounds.. Great update for IQOS.
May 8, 2026
Unprompted review
Reply from IQOS UK
Hi G G, 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
I’m not sure what’s going on with IQOS
I’m not sure what’s going on with IQOS. They used to be great but the new subscription service is shocking. It states next day delivery but this is the 4th time my order has been sent on a 3 day service. This isn’t the sort of product you want to run out of and nowhere near me sells the Levia I buy.
The customer service lady was very pleasant but could only offer me a sorry and tell me there was a glitch in the system and all subscriptions were accidentally sent on a 3 day service - again.
Please sort this out IQOS, it’s really not good enough!
May 12, 2026
Unprompted review
Reply from IQOS UK
Hi Phillip, 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
Best customer service experience from Redouane
Redouane from the IQOS Customer Care team helped me arrange for a replacement for my holder. He was extremely professional, friendly, and replied quickly throughout the process. He made everything very straightforward and efficient, ensuring the replacement was arranged without any hassle. I was genuinely very impressed with the level of customer service provided, easily one of the best I have had with a company when dealing with a product replacement. A real credit to Redouane and the team! Thank you again!
May 12, 2026
Unprompted review
Reply from IQOS UK
Hi Roxana Mereuta, thanks a lot for the positive feedback! We are glad to hear it.
Thanks again for sharing your experience and we wish you all the best.
IQOS Team
Efficient Customer Care
I have had difficulties in applying my referral codes and was assisted efficiently by Anas from Customer Care. He was extremely helpful, friendly and very eager to help resolve any issue I had, not to mention being very patient as I navigated my way through the process. Anas had a very calming & reassuring manner, which helped too. Thank you kindly Anas.
May 12, 2026
Unprompted review
Reply from IQOS UK
Hi Customer, We also want to thank for your kind words and 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.
IQOS Team
MAROUANE helped me very well to cancel…
MAROUANE helped me very well to cancel my order.
May 12, 2026
Unprompted review
Reply from IQOS UK
Hi Lukas Silingas, 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.
IQOS Team
Nadia really good call-agent)👍🏻 nice…
Nadia really good call-agent)👍🏻 nice service
May 11, 2026
Unprompted review
Reply from IQOS UK
Hi Mariia Starovoitova, 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.
IQOS Team
Redouane was very polite
Redouane was very polite, patient, and being helpful. My issue was solved quickly.
May 11, 2026
Unprompted review
Reply from IQOS UK
Hi LIV M, We also want to thank for your kind words and 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.
IQOS Team
Very good customer service adviser
Very good customer service adviser . Redouane has resolved my issues with my requests . Thanks
May 11, 2026
Unprompted review
Reply from IQOS UK
Hi Angela, 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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