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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Review summary
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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.
Operator by the name of ED particularly…
Operator by the name of ED particularly helpful a pleasure to deal with
June 5, 2026
Unprompted review
Reply from IQOS UK
Hi James O’Neill, 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
Had a great experience with Hannah…
Had a great experience with Hannah Newcastle, let me try a few of the flavours to help me decide and wasn’t pushy at all even after I said I’d come back, I came back got greeted with a smile and great attitude and got a device and some IQOS Levia and terea
June 5, 2026
Unprompted review
Reply from IQOS UK
Hi Tom Musson, 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
Great customer support
I was not happy with product life circle- in my pocket charger magnet stopped working exactly after 1 year.
But their customer support was perfect - manager Lily was able to solve the problem in the most suitable way. She was very helpful and friendly.
I was pleasantly surprised how they care about their customers
June 4, 2026
Unprompted review
Reply from IQOS UK
Hi Costav78, 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
Great and quick service
Great and quick service. The agent Mehdi was very helpful.
June 5, 2026
Unprompted review
Reply from IQOS UK
Hi Galina Zeilis, 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
Yasinne was a very helpful customer…
Yasinne was a very helpful customer advisor and happy to solve my problem.
June 5, 2026
Unprompted review
Reply from IQOS UK
Hi Georgie Ursachescu, 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
Redouane with masterclass customer service
Redouane provided a masterclass in customer service. I was trying to verify my account to order a sample bundle of the x-low samples when I got stuck on the verify stage. Within 10 seconds of clicking live chat I got paired up with Redouane and he very quickly managed to help me get verified to be able to order the samples! 10/10
June 4, 2026
Unprompted review
Reply from IQOS UK
Hi Jakub Adamczyk, 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
Lovely customer service
Lovely customer service, always managed to solve all my issues quickly. Farouk on the phone today has been especially kind and prompt in aiding me.
June 4, 2026
Unprompted review
Reply from IQOS UK
Hi Bianca, 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
Easy to access and agent and quick…
Easy to access and agent and quick responses
June 4, 2026
Unprompted review
Reply from IQOS UK
Hi Jane Ridyard, 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
Brilliant customer service
Brilliant customer service. Jason been prompt and fair. Great experience
June 4, 2026
Unprompted review
Reply from IQOS UK
Hi Jacqueline Renoir, 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
Redouane help me alot and fixed my…
Redouane help me alot and fixed my issue thank you
June 3, 2026
Unprompted review
Reply from IQOS UK
Hi Niki, 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
Saad remedied my troubles just in…
Saad remedied my troubles just in minutes
Thank you Saad
June 3, 2026
Unprompted review
Reply from IQOS UK
Hi Georgeta, 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
Reply from IQOS UK
Hi Cedric Popa, 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
Top service
Top service, Jasmine was extremely polite and helpful. Thanks!
June 3, 2026
Unprompted review
Reply from IQOS UK
Hi Ler, 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 an issue with linking my device
I have an issue with linking my device bought from abroad to my UK account, but Mehdi helped me sort this out online very quickly. Highly recommend!
June 3, 2026
Unprompted review
Reply from IQOS UK
Hi Daiana Gusatu, 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
Great products, glad to be an IQOS customer
I do love the products, raised an issue with Customer Services recently which was difficult to get resolved, but they did in the end.
May 26, 2026
Unprompted review
Reply from IQOS UK
Hi Mr Drury, 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
Bought this device as an alternative to…
Bought this device as an alternative to vaping. Had some issues with registration but customer service is outstanding. Medhi who helme has been 100% the best. Would definitely recommend this contact and company to anyone thinking about trying. The choice of heated sticks is fantastic too
June 3, 2026
Unprompted review
Reply from IQOS UK
Hi THOMAS WATT, 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
Jasmine was lovely and very helpful…
Jasmine was lovely and very helpful over the phone call
June 2, 2026
Unprompted review
Reply from IQOS UK
Hi Lidiya Tsvetkova, 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
Thanks Omar
Omar was very helpful and sorted out my issue with competency.
June 2, 2026
Unprompted review
Reply from IQOS UK
Hi Giovanni Di Benedetto, 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 Joseph Davies, 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
After many years of being IQOS customer I am disappointed
Been a customer of IQOS for quite few years now. Purchased Levia zero stick strawberry & watermelon flavour a package of 10 (always liked all of their flavours so decided to go for a whole package) when I received it and tried it, it was horrible, it gave me headaches, tasted really bad, so I contacted customer services and asked if I could return it, however they came back saying no because I have opened the outer package however there was 8 packs in it not opened, thinking that they normally sell them individually I could still return it for a refund. They then send another email saying they won’t refund or accept the return. No consideration of the fact that the item is not consumable. Absolutely disappointing.
UPDATE - IQOS never contacted me despite their reply stating they have sent me an email, email no where to find.
June 2, 2026
Unprompted review
Reply from IQOS UK
Hi Gerda, 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
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