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.
I had a very positive experience today…
I had a very positive experience today with IQOS customer support. Agent Omar was extremely helpful, professional, and resolved my issues efficiently.
April 8, 2026
Unprompted review
Reply from IQOS UK
Hi Caleb Chung, 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
Explained I had a missing parcel and…
Explained I had a missing parcel and had been told by one of his colleagues that a replacement was being sent, but I had no tracking reference for the replacement. He said he understood the issue and would look into it. After much back and forth he came back to me to share the tracking reference and that the parcel would be delivered to my work address. Thanking him, I logged into Royal Mail to check the number and it's the reference for the missing parcel!! Waste of time.
May 20, 2026
Unprompted review
Reply from IQOS UK
Hi Malcolm, we are very sorry you feel this way.
We'd like to stress that we are taking this seriously and mean to resolve your issue as soon as possible.
In the meantime, 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
Mehdi was really helpful
Mehdi was understanding, helpful and communicated clearly
May 20, 2026
Unprompted review
Reply from IQOS UK
Hi Jacob L, 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
Bilal was extremely supportive and…
Bilal was extremely supportive and handled my order issue in a quick and professional manner.
April 16, 2026
Unprompted review
Reply from IQOS UK
Hi Colin, 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
Happy customer 🌟
Assisted quickly by Redouane.
Helpful & friendly, sorted everything 😊
May 19, 2026
Unprompted review
Reply from IQOS UK
Hi charlotte , 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
Maria was very helpful and resolved my…
Maria was very helpful and resolved my issues.
May 19, 2026
Unprompted review
Reply from IQOS UK
Hi Mr Salisbury, 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
Thanks for the great customer support…
Thanks for the great customer support to Redouane!
May 19, 2026
Unprompted review
Reply from IQOS UK
Hi MR V SHALAMANOV, 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
Farouk at Customer Services was…
Farouk at Customer Services was attentive & eager to ensure my issue was dealt with effectively & in a timely manner. He also followed up with a phone call the following day to ensure everything had gone smoothly. I was very impressed with this level of attention. Thank you kindly.
May 19, 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
Jasmine was great!
Jasmine was great!
I called for ordering a device and couple of packs. She provided me with the best possible offers.
Thank you Jasmine and IQOS team.
May 18, 2026
Unprompted review
Reply from IQOS UK
Hi Mr Ali Reza Alizada, 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
Helpful
Saad was a great help, professional and prompt with my iqos one device replacement.
May 18, 2026
Unprompted review
Reply from IQOS UK
Hi Helena Jaafar, 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
Service is great
May 18, 2026
Unprompted review
Reply from IQOS UK
Hi Olga Eremenko, 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
Omar was very helpful
Omar was very helpful. The IQOS website was experiencing issues and he helped be with my order being completed fully.
May 17, 2026
Unprompted review
Reply from IQOS UK
Hi Cholo Escuincle, 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
I've had a great experience today with…
I've had a great experience today with Iqos UK customer service, Agent Omar was really supportive and handled my issues professionally.
May 17, 2026
Unprompted review
Reply from IQOS UK
Hi Ahmed Salem, 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 Jafar, 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 'Nightmare vs Care'
'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 unique understanding. This gentleman set the bar very high to his peers. His professionalism feels personal, his communication skill is warm and hearty. He has great talents and skills and in my opinion, Bilal shouldn't be behind a desk answering phone calls, Bilal should be sited at IQOS Boardroom where his many talents can shine, be exposed and be used! Thank you Bilal and may you prosper in all your doings.
May 15, 2026
Unprompted review
Reply from IQOS UK
Hi Madlen Acar, 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
Made contact with customer services…
Made contact with customer services today due to not being able to view my account page. In the first instance I was met with an AI agent of which I’m not a fan. Thankfully after a few moments I was transferred to the lovely Redouane, Redouane solved my problem quickly, provided me with impeccable customer service throughout.
May 16, 2026
Unprompted review
Reply from IQOS UK
Hello Terry, thank you for your review.
As part of our ongoing efforts to improve our customer experience, we would like to learn more about your feedback and provide you with the appropriate support.
We have contacted you privately via the email address linked to your Trustpilot account. Kindly check your inbox (and your spam/junk folder) for our message.
We hope to hear from you soon.
IQOS Team
very friendly and competent
May 16, 2026
Unprompted review
Reply from IQOS UK
Hi Ilenia, 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
The tobacco sticks are fine but! UPDATED
The tobacco sticks are fine but the IQOS One was truly poor. It did not heat properly and thus the sticks couldn't perform as designed. If I borrowed my wife One it was good. I contacted customer service and was told how to reset it which I did. It worked fine for a couple of days and then failed again. Despite several reset the problem remained. Another chat with customer service was hopeless with them repeating the rest instruction. I suggested it wasn't fit for purpose but they ignored this so I currently have the tobacco sticks but nothing to smoke them with. Really disappointed and couldn't recommend purely due to terrible customer service
UPDATE, despite this site showing quick responses and despite me adding the details IQOS requested still not a peep from them and yes I have checked my spam box! I can be contacted via email or phone as you have both sets of information, very disappointing but judging by my previous experiences was to be expected.
Update 2, I'm not in Cyprus I'm in the uk and you should know that as everything i have ordered has been to my address IN THE UK! Try again, you are just making yourselves look even more foolish. PS Trust pilot did show me as in Cyprus for some reason i dont understand, I have changed that to the UK but you know that already from the info I provided as per your earlier request
May 14, 2026
Unprompted review
Reply from IQOS UK
Hello again,
Thank you for sharing your feedback, and we’re sorry to hear about the difficulties you’ve encountered.
As this page is for IQOS UK, we unfortunately don’t have access to systems or policies related or support processes in Cyprus. To ensure you receive the most accurate assistance, we kindly recommend reaching out to the IQOS Customer Care team in your country of residence.
You can find the contact details for IQOS Cyprus on their official website.
We understand how frustrating this situation must be and hope the local team can help resolve it quickly for you.
Warm regards,
The IQOS UK Team
5 star service
The customer service person [Bilal] was very polite, patient and assisted me with my issue.
May 15, 2026
Unprompted review
Reply from IQOS UK
Hi Denise McGowan, 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 On-usa Pukdee, 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
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