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
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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
Company replied
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
Company replied
'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
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
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.
Farouk was very polite and his…
Farouk was very polite and his communication was excellent.
June 26, 2026
Unprompted review
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
Fadwa reached out to me about my…
Fadwa reached out to me about my missing order and explained the process in detail. She also kindly offered me the new campaign for Delia. She was incredibly helpful—thank you so much!
June 26, 2026
Unprompted review
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
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
Great service
June 25, 2026
Unprompted review
Reply from IQOS UK
Hi Emilian, 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.
Have a great day.
Marion, IQOS Team
Reply from IQOS UK
Hi Maria, 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
Goodwill about my complain
Regarding my previous review about warranty and broken device I have been called bu Farouk and he helped me a lot , he ordered a new device for me straight away I am happy for their goodwill
June 25, 2026
Unprompted review
Reply from IQOS UK
Hi Deniz, 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 Farouk. We will pass on the nice words to him.
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
Terrea are good but the device is god…
Terrea are good but the device is god awful, the option to pause is just stupid. So many times accidentally paused the induction only to be running my finger countlessly trying to un-pause it, you had a great device previously and adding stupid non needed tech has just ruined so many Terrea for me.
June 25, 2025
Unprompted review
Reply from IQOS UK
Hello, 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
Very promt and friendly service
Very promt and friendly service. Thank you ED
June 24, 2026
Unprompted review
Reply from IQOS UK
Hi Jacqueline, 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.
Have a great day.
Marion, IQOS Team
Happy terea
Hello, today I have
was contacted by a representative of yours ,named Farouk with whom I
had a friendly conversation and it was a great pleasure to talk ! I am a Terea customer and I like your products!
June 24, 2026
Unprompted review
Reply from IQOS UK
Hi Radu, 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 Farouk.
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
Mr Mehdi - best agent ever!
Mr. Mehdi went out of his way and helped me VERY much to set-up everything for my first order - best agent ever!!
June 23, 2026
Unprompted review
Reply from IQOS UK
Hi Suzie, 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 was great providing chat support…
Maria was great providing chat support when I was facing an issue. Good Customer Service.
June 23, 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
Reply from IQOS UK
Hi Cengo , 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.
Have a great day.
Marion, IQOS Team
Spoke to an advisor called "Farouk"
Spoke to an advisor called "Farouk". This was regarding an order of ours that unfortunately went missing. I was very happy with Farouk attitude and thought he was very understanding and professional.
June 18, 2026
Unprompted review
Reply from IQOS UK
Hi Jacob, 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 Farouk. 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
Day 43 and still no progress from the…
Day 43 and still no progress from the IQOS customer care team, reported an issue with my discounts not being applied correctly having been a platinum meme re and missing device voucher, standard response to date has been that they will be in touch once resolved, posted a previous review and they asked for my contact details and I replied with my phone number and email, still no contact. Not a very impressive time frame to resolve issues, 29 days is bad, but it’s now 43 days, and not even a curtesy phone call to explain why it’s taking so long.
May 10, 2026
Unprompted review
Reply from IQOS UK
Hi J S, 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
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
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.