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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I had a highly pleasant and enjoyable experience with the adviser Farouk. He has been extremely attentive, warm and enthusiastic. He advised me on all the different Terea available and gave me a reall... 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
9K reviews
No history of asking for reviews
This company hasn't invited their customers, so reviews may not be representative
Replied to 97% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I had issues with the discount code for…
I had issues with the discount code for Delia subscription. Bilal was very kind and professional and tried to help me sort it. When it still wouldn’t work, he promised to escalate it and went on to place an order for my including a discount. I am so grateful to Bilal and his kind manner.
May 7, 2026
Unprompted review
Reply from IQOS UK
Hi Suzie R, 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
subscription service sucks
subscription service sucks - order over 120£ that normally offers you next day delivery and I have been waiting for my order for 4 days. do not use the subscription service because it’s not easier how you would think
May 4, 2026
Unprompted review
Reply from IQOS UK
Hi Mateus, 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 am a long standing IQOS customer and…
I am a long standing IQOS customer and have always paid for next day delivery. Dpd would always make an effort to get the parcel to me in time. Since DHL have taken over there's no point in paying for next day delivery as its quicker with the Royal Mail, which is free. Customer service was very little help, although pacified me with a £10 voucher, Jason wasnt able to do anything else
May 4, 2026
Unprompted review
Reply from IQOS UK
Hello Angela, 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
I had a problem with my IQOS Iluma and…
I had a problem with my IQOS Iluma and Lovely Redouane helped me a lot to solve the problem.
I am happy and it was not annoying at all.
May 4, 2026
Unprompted review
Reply from IQOS UK
Hi Baharan azadi, 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
Jason who helped me was nice
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 appeared that i will get it on 6th of May, OMG i am really surprised in a bad way. So Jason offered me voucher i really want thank him, and he really made my experience little bit good
May 4, 2026
Unprompted review
Reply from IQOS UK
Hi Aga Murad Agayev, 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
Solution
Hello Iqos team, I wanna thank Bilal for his support and helping me out with the issue that's occurred with my device. He was very helpful and confident and very respectful. Thanks for your support Bilal☺️
May 2, 2026
Unprompted review
Reply from IQOS UK
Hi Zai, 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
Great companie
Great companie, the guy I spoke to resolved issues straight away, even gave me a courtesy call When my order was gonna take longer than expected
May 1, 2026
Unprompted review
Reply from IQOS UK
Hi Chris Oconnor, 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
Professional team members
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 unsuccessfuly delivered much more earlier than expected according the original time slot provided by DHL courier. As the result of this I have to collect my parcel from the local pick up point. However Bilal suggested to subscribe for monthly deliveries by assisting throughout the process. Many thx to the Iqos team for having understandable & reasonable employees! Kind Regards, Lana.G.
April 30, 2026
Unprompted review
Reply from IQOS UK
Hi Svetlana, 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
Very simple and straightforward
Very simple and straightforward. Explained what I wanted and she delivered in a couple of minutes
April 30, 2026
Unprompted review
Reply from IQOS UK
Hi Darran Mitchell, 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'm really disappointed with IQOS
I'm really disappointed with IQOS, they seem to be getting worse every time.
I have a subscription order every two weeks with next-day delivery, but for some reason my last order was changed to 2-3 day delivery. I wasn't notified about the change, and I didn't request it, so it must be an issue on IQOS's side.
I contacted customer support via chat, but the experience was very disappointing. The agent (Jason) was unhelpful and unable to provide any clear answers beyond repeating "sorry", which didn't resolve anything.
Now after two days of waiting, there is still no sign of my delivery.
This level of service is unacceptable. Very disappointed...
I had to place a new order because I ran out of TEREA.
The order was clearly represented as including FREE next day delivery, however I was still charged a delivery fee.
I am increasingly dissatisfied with the level of service being provided.
April 29, 2026
Unprompted review
Reply from IQOS UK
Hi Rajzer, 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
Good deals and high quality for…
Good deals and high quality for healthier smoking... Well done
April 30, 2026
Unprompted review
Reply from IQOS UK
Hi Bartek Zahradnik, 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 spoke to Mr Bilal and he was very…
I spoke to Mr Bilal and he was very helpful
April 30, 2026
Unprompted review
Reply from IQOS UK
Hi Zari Hoshi, 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 amazing and helpful
BILAL was amazing and helpful. The device that I’ve order was faulty and I have to sent it back, he made everything so smooth, having an answer for all my questions. Really appreciate a good costumer service.
Yesterday I ve called to ask for any offer for a costumers who’s been with Iqos for the past 3 years as I want to purchase a new device and the Ines was a waste of time. She left me to wait for 3 min for giving me an answer about any offers other than what is on your website and then she was telling me off when I ve mentioned what she is saying is what I can see online.( If you will order the 15£ offer, we will cancel your order) excuse me?
April 29, 2026
Unprompted review
Reply from IQOS UK
Hi Alexandra Stan, 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
Great customer service provided by…
Great customer service provided by Jason! Highly appreciated! Thanks!
April 29, 2026
Unprompted review
Reply from IQOS UK
Hi Mr. Ivaylo Pironkov, 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
Very helpfull compared the the guy…
Very helpfull compared the the guy before
April 28, 2026
Unprompted review
Reply from IQOS UK
Hi Mr David Foster, 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
Very prompt and fast resolving my…
Very prompt and fast resolving my issue. Special thanks to Redouane for quick reply and fast action. I contacted iqos customer service before and I received really bad service, but Redouane made my day better. Thanks 🙏🏼
April 28, 2026
Unprompted review
Reply from IQOS UK
Hi Elena, 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
I had a great experience with the agent…
I had a great experience with the agent Maria, very helpfull and resolved my problem very quickly.
April 28, 2026
Unprompted review
Reply from IQOS UK
Hi mark sellers, 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
I m customer / smoker of iqos for 9…
I m customer / smoker of iqos for 9 years Customer service is great! Jason helped me to sorted out my issue for order promptly.Thank you Jason!
April 23, 2026
Unprompted review
Reply from IQOS UK
Hi Milan, 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
Every time I try to login
Every time I try to login, the website has been down. I can't manage my subscription. Can't find an email address or chat function, only a phone number which is impossible to get through on. What is going on?
April 25, 2026
Unprompted review
Reply from IQOS UK
Hi Esther, 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
Very friendly person name BILAL helped…
Very friendly person name BILAL helped me to answer all my queries this evening.
April 24, 2026
Unprompted review
Reply from IQOS UK
Hi Gintare, 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
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