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.
Thank you Omar
Thank you Omar, you help me very much today. Have a nice day
May 15, 2026
Unprompted review
Reply from IQOS UK
Hi Alexandra Toma, 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
Iqos your a saviour
Iqos your a saviour, I’ve tried all types of stuff and couldn’t quit smoking till I met iqos now Im slowly giving up nicotine fully.
I spoke with Ahmed, very polite and professional he also gave me some advice really appreciate it.
May 14, 2026
Unprompted review
Reply from IQOS UK
Hi Huseyin Akbas, 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
Bilal was very helpful and resolved my…
Bilal was very helpful and resolved my issue with my order quickly and efficiently
May 14, 2026
Unprompted review
Reply from IQOS UK
Hi Jason, 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
Reply from IQOS UK
Hi Kenneth Brown, 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
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
IQOS customer service - Bilal was amazing
IQOS customer service representative Bilal helped me with a warranty order, and they exceeded my expectations with the support provided.
May 13, 2026
Unprompted review
Reply from IQOS UK
Hi Marco Ciervo, 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 used to enjoy IQOS but not anymore
I used to enjoy IQOS but not anymore. Being a GOLD member is not a privilage anymore as you have to pay the delivery fee because the order is less than £70 pounds.. Great update for IQOS.
May 8, 2026
Unprompted review
Reply from IQOS UK
Hi G G, 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
I’m not sure what’s going on with IQOS
I’m not sure what’s going on with IQOS. They used to be great but the new subscription service is shocking. It states next day delivery but this is the 4th time my order has been sent on a 3 day service. This isn’t the sort of product you want to run out of and nowhere near me sells the Levia I buy.
The customer service lady was very pleasant but could only offer me a sorry and tell me there was a glitch in the system and all subscriptions were accidentally sent on a 3 day service - again.
Please sort this out IQOS, it’s really not good enough!
May 12, 2026
Unprompted review
Reply from IQOS UK
Hi Phillip, 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
Best customer service experience from Redouane
Redouane from the IQOS Customer Care team helped me arrange for a replacement for my holder. He was extremely professional, friendly, and replied quickly throughout the process. He made everything very straightforward and efficient, ensuring the replacement was arranged without any hassle. I was genuinely very impressed with the level of customer service provided, easily one of the best I have had with a company when dealing with a product replacement. A real credit to Redouane and the team! Thank you again!
May 12, 2026
Unprompted review
Reply from IQOS UK
Hi Roxana Mereuta, 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
MAROUANE helped me very well to cancel…
MAROUANE helped me very well to cancel my order.
May 12, 2026
Unprompted review
Reply from IQOS UK
Hi Lukas Silingas, 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
Nadia really good call-agent)👍🏻 nice…
Nadia really good call-agent)👍🏻 nice service
May 11, 2026
Unprompted review
Reply from IQOS UK
Hi Mariia Starovoitova, 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 was very polite
Redouane was very polite, patient, and being helpful. My issue was solved quickly.
May 11, 2026
Unprompted review
Reply from IQOS UK
Hi LIV M, 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
Very good customer service adviser
Very good customer service adviser . Redouane has resolved my issues with my requests . Thanks
May 11, 2026
Unprompted review
Reply from IQOS UK
Hi Angela, 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
Great and quick service from Tina !
May 11, 2026
Unprompted review
Reply from IQOS UK
Hi Laura Andreea Rotaru, 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
Tina was great and helpful
May 11, 2026
Unprompted review
Reply from IQOS UK
Hi Sabrina Uselli, 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
BILAL was very helpful today in…
BILAL was very helpful today in resolving the issue with my order.
May 9, 2026
Unprompted review
Reply from IQOS UK
Hi C Smith, 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
I a query re delivery and Bilal was…
I a query re delivery and Bilal was very helpful. He was well mannered and clearly spoken and a credit to the company
May 9, 2026
Unprompted review
Reply from IQOS UK
Hi Jane Dowse, 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
Had a problem and was walked through…
Had a problem and was walked through steps to fix. All worked and straightforward
May 9, 2026
Unprompted review
Reply from IQOS UK
Hi Katie Payne, 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
Really IQOS? This absolutely sucks!
Why did you have to get rid of Heets? 😭 Terea is just not the same. They actually give me indigestion strangely! They don't feel the same to smoke despite marketing saying "they are the same flavour and they are better than heets" when they are just not. I know loads of people disappointed because they can't get Heets anymore and dislike Terea and do not have an alternative. It just really sucks because there are so many people out there that love Heets and dislike Terea, and we have all not been listened to. 😞😞 literally don't know what to do anymore, don't want to go back on cigarettes but not sure what else I can do now!
May 8, 2026
Unprompted review
Reply from IQOS UK
Hi Katie, 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
Jason provided excellent customer…
Jason provided excellent customer service and was very helpful throughout. Really appreciate the support — thank you!
April 10, 2026
Unprompted review
Reply from IQOS UK
Hi Brooks, 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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