Just spoke with Hasnaa on the customer care team regarding my positive experience with ZYN. Great products and great to have "dry" nicotine pouches in addition to "wet" pouches which are not to everyo... See more
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Review summary
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Reviews shaping this summary
I contacted IQOS to get my defective Iluma One replaced. I spoke to Jasmine who was extremely helpful, always courteous and very professional. She is a real asset to the company. I've spoken to her on... See more
Company replied
Arrived at Romford Iqos kiosks stand 12:15 was served by Ehsan Whom showed me the devise and the Levia boxes in the tasting booth Was very informative and helpful Wonderful customer service Wo... See more
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If you wish for a rapid and excellent job, pray you have Inasse on the other side of the line. Inasse has a brain that runs so fast that before you even ask your question, she already has tested... 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
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Customer service was great
Customer service was great . I spoke to Fadva .Very professional yet friendly and helpful
September 29, 2026
Unprompted review
Reply from IQOS UK
Hi Rolanda P, 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
Daisy was really helpful thank you…
Daisy was really helpful thank you daisy!
September 29, 2026
Unprompted review
Reply from IQOS UK
Hi Umut Kirik, 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
Excellent customer service
Excellent customer service. Thank you Jason
September 29, 2026
Unprompted review
Reply from IQOS UK
Hi customer, 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 received from…
Great customer service received from Maria. Very professional and helpful solving my issue.
September 28, 2026
Unprompted review
Reply from IQOS UK
Hi constantin, 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
Started chatting to robot but was…
Started chatting to robot but was quickly redirected to Jason, cause robot couldn't help. Jason dealt with my enquiry quickly and smoothly. Thank you
September 28, 2026
Unprompted review
Reply from IQOS UK
Hi Jovita Brazionyte, 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 contacted IQOS re my defective device
I contacted IQOS to get my defective Iluma One replaced. I spoke to Jasmine who was extremely helpful, always courteous and very professional. She is a real asset to the company. I've spoken to her once before and her service and telephone manner is second to none! She resolved the issue in record time and I couldn't be happier with the service I received. Thanks again:)
September 28, 2026
Unprompted review
Reply from IQOS UK
Hi Ky, 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
⭐⭐⭐⭐⭐ Excellent customer service
⭐⭐⭐⭐⭐ Excellent customer service – quick, professional and genuinely helpful!
I recently contacted IQOS/VEEV customer service after experiencing poor quality with my VEEV Blue Mint pods, including one leaking into my mouth. Although it was a really unpleasant experience, I'm genuinely impressed with how quickly and professionally my complaint was handled.
A special thank you to Jasmine and Bilal, who were both fantastic. Jasmine took the time to follow up and check whether I'd experienced any injury or discomfort, showing genuine concern for my wellbeing. Bilal was equally helpful, listened to my feedback, reassured me about the product quality and arranged a replacement of 3 VEEV ONE Mango pods.
What really stood out to me was how quickly everything was resolved, how professional and understanding both representatives were, and how valued I felt as a customer.
It's refreshing to receive such a positive customer service experience, especially when contacting a company about a product complaint. They turned a disappointing situation into a really positive experience.
Thank you, Jasmine, Bilal and the IQOS/VEEV team! Excellent service from start to finish. ⭐⭐⭐⭐⭐
September 28, 2026
Unprompted review
Reply from IQOS UK
Hi Stevie-Leigh McIntosh, 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
Reply from IQOS UK
Hi Cristian Covaci, 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
Reply from IQOS UK
Hi Karen, 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 never received my parcel and they…
I never received my parcel and they have failed to do anything about it.terrible service.
September 25, 2026
Unprompted review
Reply from IQOS UK
Hi Richard, 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
Customer service is great
Customer service is great. Very friendly and explains everything you need help on in a detailed and patient matter.
September 24, 2026
Unprompted review
Reply from IQOS UK
Hi sev kantar, 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
Helpful, attentive
Sakina was polite, friendly, listened to my opinion, and acted on it.
Great customer service.
September 24, 2026
Unprompted review
Reply from IQOS UK
Hi HD, 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
Thank you Ahmed
Thank you Ahmed! Brief & straight forward assistance! High Five! 🌟🌟🌟🌟🌟 to you Ahmed!
September 23, 2026
Unprompted review
Reply from IQOS UK
Hi Raymar Drilon, 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
ED guided me and solved all my ordering…
ED guided me and solved all my ordering issues he is amazing, always recommend his excellent customer service skills and patience.
September 22, 2026
Unprompted review
Reply from IQOS UK
Hi Hussein Damji, 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
It’s very helpful and good service from…
It’s very helpful and good service from customer service name AZZY👍
September 22, 2026
Unprompted review
Reply from IQOS UK
Hi Yeaw Kelvin, 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 nice assurance with my problem
Very nice assurance with my problem , quickly resolved Bilal was very professional
September 21, 2026
Unprompted review
Reply from IQOS UK
Hi Ewelina Kasperowicz, 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 had a great experience with IQOS…
I had a great experience with IQOS customer service, especially with Jason and Redouane.
Jason was really helpful when I contacted customer service about a discount for returning customers after being away for around a year. He took the time to understand my situation and helped me with the discount, which I really appreciated.
I also had an issue with a cancelled order, which was handled by Redouane. He was professional, helpful, and made sure the situation was explained clearly and dealt with properly.
Overall, I’m very happy with the customer service I received. Both Jason and Redouane were friendly, professional, and genuinely helpful. It’s nice to deal with customer service representatives who actually take the time to help rather than just giving generic answers.
Thank you, Jason and Redouane!
September 20, 2026
Unprompted review
Reply from IQOS UK
Hi, Kamil.
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
Redouane was really nice when I…
Redouane was really nice when I couldn't get my tracking number she found it and sent it to me lovely person! 5 stars
September 20, 2026
Unprompted review
Reply from IQOS UK
Hi Filip, 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
Awesome customer service
Customer Service is always ready to help and very quickly solve the problem. I spoke with Jason today; he was extremely polite, and in less than 5 minutes, my problem was solved. Thanks you
September 19, 2026
Unprompted review
Reply from IQOS UK
Hi, Justyna.
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 customer service mu issue was…
Great customer service mu issue was resolved very quickly
September 19, 2026
Unprompted review
Reply from IQOS UK
Hi S.stewart, 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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