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
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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
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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.
Amazing help
Amazing help, genuine human conversation, felt comfortable taking my time choosing flavours and explaining the devices and it’s positives!
June 16, 2026
Unprompted review
Reply from IQOS UK
Hi, Zana.
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
I had a great experience with Ed at…
I had a great experience with Ed at IQOS. He was extremely helpful, polite, and professional throughout. He took the time to answer all my questions, explained everything clearly, and made the whole experience easy and enjoyable. It’s clear he cares about providing excellent customer service. Thank you, Ed, for your help and for making such a positive impression.
June 16, 2026
Unprompted review
Reply from IQOS UK
Hi, K.S.
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
Reply from IQOS UK
Hi, Sufi.
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 little device
Excellent little device, have been using since I received it. No issues with the device. Also thank you to Daisy fir her friendly advice and recommendations.
June 15, 2026
Unprompted review
Reply from IQOS UK
Hello, Xeno.
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.
Reply from IQOS UK
Hi, Claudiu.
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
must have
such an incredible device! makes smoking much more enjoyable - not to mention mohammed’s incredible customer service, making sure i was all set up. couldn’t be more grateful!
June 13, 2026
Unprompted review
Reply from IQOS UK
Hi.
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.
Marion, IQOS Team
Very helpful
The customer agent Redouane has been most helpful and friendly
June 13, 2026
Unprompted review
Reply from IQOS UK
Hi Marc, 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
Absolutely ridiculous
Absolutely ridiculous. I have 4 devices of 3 duo iqos, but because no more heets for these devices have to throw them away. Now iluma iqos and Terea is not good at all. You can’t have satisfaction same as with old devices and old heets. Shame…
June 13, 2026
Unprompted review
Reply from IQOS UK
Hi AB, 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
Maria customer support
June 12, 2026
Unprompted review
Reply from IQOS UK
Hi, Karl.
Our Customer Care team is always there and happy to support you; via phone, chat or email.
Have a great day.
Marion, IQOS Team
Ysssine is very polite
Ysssine is very polite, helpful and professional. He dealt with my query quickly and efficiently
June 12, 2026
Unprompted review
Reply from IQOS UK
Hi, 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
Very quickly and helpful
Very quickly and helpful. 5star customer support
June 12, 2026
Unprompted review
Reply from IQOS UK
Hi Anca, 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
totally inept online chat and phone customer services
totally inept , service desk , package not delivered , contacted on line support 3 times , they dont make any sense , parcel was meant to be next delivery , all they say is your case will escalated in 72hrs , even after sending them an email from DHL stating parcel was lost , very poor customer service and a waste of time , little shout out to Saad he was one of the most unhelpful , Update have contacted IQOS both on chat and phone , After being told on friday a replacement would be sent out now being told IQOS have still to contact DHL to confirm parcel lost , IQOS unwilling to send out a replacement until they investigate with DHL and this will take 72hrs and that is working hours so could be another 12 days before they will even bother to contact me , a totally disrepectful way to treat customers , I have been a customer for approx 6 years but as soon as I find another replacement for cigarettes I will not use them again
June 12, 2026
Unprompted review
Reply from IQOS UK
Hi Martin, 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
It was a problem issue with the website…
It was a problem issue with the website IQOS, is blocking there show me is still error and to try back later, after It was deleted my account from my side. I try to contact the team office about my problem and they help me an agent Maria to recover my account, 5 stars for agent chat MARIA from IQOS. When I speak with agent Maria, the chat IQOS they have issues when I want to write something on the chat to message to Maria. Resolve the problem IQOS and congratulations for agent Maria they help me quickly and with precision.
June 11, 2026
Unprompted review
Reply from IQOS UK
Hi Stefan, 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
Reply from IQOS UK
Hi Ejdan, 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 customer service operator Saad was…
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 and without passing me from pillar to post as customer service operatives frequently do. Thank you Saad
June 11, 2026
Unprompted review
Reply from IQOS UK
Hi Jan, 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
i had a little issue that was quickly…
i had a little issue that was quickly resolved by an agent named Mehdi.great customer service, extremely polite and issue was swiftly corrected
June 11, 2026
Unprompted review
Reply from IQOS UK
Hi Jamie, 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
Amazing customer service
Thank you so much Farouk to call me back and follow up my case - also he helps me to make a order and hope the delivery this time going smooth...
June 11, 2026
Unprompted review
Reply from IQOS UK
Hi, Vincent.
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 brilliant in helping me…
Daisy was brilliant in helping me purchase more products for a cheap price
June 10, 2026
Unprompted review
Reply from IQOS UK
Hi Sandra, 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
Customer services
In customer services, I had misplaced an order using Zyn's code for a free sample after wanting a different flavour. Tina assisted me, and our conversation was very efficient and professional. As a gesture of good will, she had replaced the order for me with my desired flavour. I am very happy with my experience with Zyn and the service their member Tina provided!
June 10, 2026
Unprompted review
Farouk was really helpful
Farouk was really helpful! Thank you so much. I always find Iqos customer services very helpful.
June 10, 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
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