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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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
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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 98% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
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Arrived at Romford Iqos kiosks stand
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
Would recommend this to any smokers and speak to Ehsan .
Bought a device along with 3for 10 with registration. Wonderful deal indeed
August 10, 2026
Unprompted review
Reply from IQOS UK
Hi David, 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 cancelled a subscription but they…
I cancelled a subscription but they still put it through and when i spoke to customer service with MAROUANE they said they would cancel it and refund me within 10 days with no email confirmation of that and then opted me in for marketing communications that i asked to be opted out so they said thank you and ended the chat???
edit: not only did they not cancel my order as they said, its being shipped today and they also did not email me to discuss further (i checked the spam folder)
August 10, 2026
Unprompted review
Reply from IQOS UK
Hi Froso, 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 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
I purchased my Iqos from time2 vape…
I purchased my Iqos from time2 vape bury st Edmund’s
I had been a smoker for many years however due to health scare quit was still smoking a few cigs and in the morning I missed the hit of real cigarettes
So I tried Iqos though wood it’s now been a month without a cigarette
Thank you Iqos
July 6, 2026
Unprompted review
Reply from IQOS UK
Hello, Martin.
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.
Great service
Called to arrange recycling of veev pods, Azzy was very helpful and dealt with issuing the return labels quickly. Great customer service department.
August 7, 2026
Unprompted review
Reply from IQOS UK
Hi, Tracy.
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
SUPERB COMPANY & 1ST CLASS CUSTOMER…
SUPERB COMPANY & 1ST CLASS CUSTOMER SUPPORT/SERVICE RE: AN ORDER I PLACED TODAY .... THE REP/ADVISOR NAMED 'ED' WAS VERY INFORMATIVE & PROFESSIONAL WITH MY QUERY - ED DEALT WITH ME CONSISELY & GREAT KNOWLEDGE OF MY ORDER - EXPLAINED EVERYTHING TO ME IN A SIMPLE/EASY FORMAT - HE MADE ME FEEL STRESS-FREE - A VERY COMPETANT MAN - ALL MY QUERIES/ISSUES HE DEALT WITH EXPERTLY - VERY IMPRESSED ! ALL QUESTIONS WERE ANSWERED 100% PERFECT & THANK YOU ED.
August 7, 2026
Unprompted review
Reply from IQOS UK
Hi Diana, 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
A very helpful guy called Azzy
August 7, 2026
Unprompted review
Reply from IQOS UK
Hi, Shena.
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
Marouane was very patient and helpful.
Marouane was very patient and helpful.
August 7, 2026
Unprompted review
Reply from IQOS UK
Hi, Beatrix.
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
MAROUANE Was great even though I was…
MAROUANE Was great even though I was crossed due to lack of communication from DPD. She helped me but you need to look at your system the unnecessary questions are very annoying. If I’m logged in and contact the customer care that should be enough. Improve your system so you don’t annoy customers.
August 7, 2026
Unprompted review
Reply from IQOS UK
Hi Eva, 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
IQOS
Fantastic company, I’ve been using their products for a few weeks now & am super happy with the way it’s going :).
Ordering is easy and the website is set out nicely.
I had a question about my latest order & was connected quickly to customer service to a lovely lady called Inasse who helped me greatly & sorted it out. Thank you Inasse & Team IQOS.
I can definitely recommend this company.
August 6, 2026
Unprompted review
Reply from IQOS UK
Hello, Alex .
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.
Marion, IQOS Team
Great quick conversation!
August 6, 2026
Unprompted review
Reply from IQOS UK
Hi Andrada, 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.
Marion, IQOS Team
Really nice operator and was very…
Really nice operator and was very helpful in ensuring enjoyable product experience
August 6, 2026
Unprompted review
Reply from IQOS UK
Hi, M. Kay.
Thank you for your kind words.
Our Customer Care team is always there and happy to support you; via phone, chat or email.
Have a great day.
Marion, IQOS Team
Recently moved from the US to the UK so…
Recently moved from the US to the UK so I was confused on the rewards system here but Marauno helped me understand
August 6, 2026
Unprompted review
Reply from IQOS UK
Hi Tyler, 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
Redouane was very patient with me…
Redouane was very patient with me making an online order, many thanks.
August 6, 2026
Unprompted review
Reply from IQOS UK
Hi, Mr S J Lunt.
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
Online Rep Brilliant xx - Missed DPD delivery was not redirected…
Missed DPD delivery was not redirected as requested. iQOS rep Saad was brilliant to resolve issue & action refund immediately as deliver was being sent back to sender
Even got a £10 compensation voucher
Brilliant customer service xx
August 5, 2026
Unprompted review
Reply from IQOS UK
Hi Paul, thank you so much for sharing your experience and for all the positive feedback.
It makes us very happy that you have sorted out a convenient solution for you with Saad.
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
Very connecting customer service…
Very connecting customer service representative. Name was Daisy.
August 5, 2026
Unprompted review
Reply from IQOS UK
Hi Mohammad , 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 recently spoke with Daisy over the…
I recently spoke with Daisy over the phone, and she was an absolute pleasure to deal with. Her friendly and approachable manner made the whole experience enjoyable and easy. The product itself provided a smooth and satisfying alternative, exactly what I was looking for. I would definitely recommend this to anyone considering a better option than traditional cigarettes.
July 31, 2026
Unprompted review
Reply from IQOS UK
Hi, Sarah.
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 Oana, 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
Excellent customer service resolved my delivery issue
I placed an order with next-day delivery, but unfortunately, DHL delayed my parcel. Since I was running out of TEREA sticks, I contacted IQOS customer support. The agent Marouane was fantastic, very polite, understanding, and incredibly quick to respond. IQOS took responsibility for the guaranteed delivery time and offered me a £20 voucher as a goodwill gesture for the inconvenience. They also kindly helped me join the IQOS Club. It is really rare to see a company value its customers this much and resolve issues so smoothly.
August 5, 2026
Unprompted review
Reply from IQOS UK
Hi Aga, 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 Marouane. 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
Maria went out of her way to help me as…
Maria went out of her way to help me as I recieved a faulty batch of pods. We were chatting on the live chat and the process went smoothly. She was able to confirm she would send me replacements free of charge which I wasn't expecting. So thank you so much for all your help.
August 4, 2026
Unprompted review
Reply from IQOS UK
Hi Nick, thank you for the positive feedback! Should you ever need support with your device 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
Poor Battery Life of IQOS Devices
I’ve been an IQOS user for nearly 8 years now but I’m becoming very dissatisfied with the quality of the devices. You buy a starter kit including a machine but within a year or so the battery dies. It’s a common problem and still continues.
The online Customer Service are incredibly unhelpful and only interested in the validity of a one year warranty. I’m sorry but it should be at least 2 years to comply with European law?
To summarise I’d be cautious investing in a starter kit and taking this product on.
August 4, 2026
Unprompted review
Reply from IQOS UK
Hi Anthony, 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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