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.
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
Outstanding support from Yassine
I had the opportunity to speak with Yassine, and he was very kind, patient, and helpful. He guided me through the entire process until my issue was resolved. His professionalism and support made me very happy with the service I received. Thank you, Yassine, for your excellent assistance.
June 21, 2026
Unprompted review
Reply from IQOS UK
Hi Abubaker, 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 Yassine. 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
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
Excellent customer service by Iqos
Here’s a polished positive review you could post:
★★★★★ Excellent Customer Service
I had a very positive experience with IQOS. The customer service was professional, friendly, and efficient throughout the process. I especially appreciate Daisy, who called me and took the time to listen, answer my questions, and make sure everything was resolved to my satisfaction.
June 19, 2026
Unprompted review
Reply from IQOS UK
Hi Syed, 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. 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
Love iqos and terea products
Love iqos and terea products. Gave up smoking regular cigarets 7 years ago and have no regrets. Customer support is always helpfull and have constant offers. Daisy was lovely today l, got an offer 3 packs of Terea for £10. Keep up the good work!
June 16, 2026
Unprompted review
Reply from IQOS UK
Hello, Alexandra. 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.
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.