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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Review summary
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Reviews shaping this summary
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
See how their reviews and ratings are sourced, scored, and moderated.
Ed was very helpful and my request was…
Ed was very helpful and my request was sorted good costumer service
July 28, 2026
Unprompted review
Reply from IQOS UK
Hi Mrs Maytum.
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
Really helpful thank you
July 26, 2026
Unprompted review
Reply from IQOS UK
Hi, Niore.
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
Bilal was excellent on the telephone…
Bilal was excellent on the telephone today and sorted everything I was looking for.
July 26, 2026
Unprompted review
Reply from IQOS UK
Hi Thomas, 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 Bilal.
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
Agent was very helpful and efficient
Agent was very helpful and efficient. Made me restore my faith in IQOS again.
July 26, 2026
Unprompted review
Reply from IQOS UK
Hi, Liz.
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 service
Excellent service. Nice guy who really knows his stuff. Thanks.
July 18, 2026
Unprompted review
Reply from IQOS UK
Hi, Steven.
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
My Iluma one device was faulty
My Iluma one device was faulty. Agent Maria tried troubleshooting but it didn't work, so, she replaced the device as warranty didn't expire yet
July 25, 2026
Unprompted review
Reply from IQOS UK
Hi Mohammed.
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
Very good experience with the company
Very good experience with the company, also Jason was extremely helpful with my troubleshooting
July 25, 2026
Unprompted review
Reply from IQOS UK
Hi, Robert.
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 very nice call with Fadwa.Very…
I had a very nice call with Fadwa.Very appreciate, that she told me more about the new Terea products available and helped me to choose the right ones for me to try.She was very helpful and informative.The conversation with her is example for very good customer service .
July 24, 2026
Unprompted review
Reply from IQOS UK
Hi Nina, 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
I didn’t receive my birthday discount…
I didn’t receive my birthday discount email. I have contacted the customer service, and Saad fixed my problem in less than 5 minutes.
July 24, 2026
Unprompted review
Reply from IQOS UK
Hi, Ghazal.
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 customer service
Excellent customer service, issue resolved quickly, and great support from Ed and Miriam!
July 24, 2026
Unprompted review
Reply from IQOS UK
Hi, Aboudy.
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
SAAD has been very helpful with my…
SAAD and BILAL have been very helpful with my problem. The experience was great as my issue wat solved in minutes.
July 24, 2026
Unprompted review
Reply from IQOS UK
Hi, Mirela.
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
Customer service was really nice and…
Customer service was really nice and the delivery was really quick. I’m happy with the company.
July 23, 2026
Unprompted review
Reply from IQOS UK
Hi, Tttas.
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
Awesome customer service - Thanks, Maria
Customer since 2017 - good products and amazing customer service still - Big thank to Maria, who's been of big help when I had an issue with website.
July 23, 2026
Unprompted review
Reply from IQOS UK
Hi Remi, 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 Maria.
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
They support is amazing and very nice…
They support is amazing and very nice they have a lot of respect and try they best 100% recommend
July 23, 2026
Unprompted review
Reply from IQOS UK
Hi Cadell, 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
Tina was fantastic at assisting me…
Tina was fantastic at assisting me today with my faulty device thank you very much for your assistance
July 21, 2026
Unprompted review
Reply from IQOS UK
Hi, Soph.
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
Solved my issue very nicely
Solved my issue very nicely, quickly and politely. Thank you.
July 21, 2026
Unprompted review
Reply from IQOS UK
Hi, Ileana.
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.
Best wishes
Friendly customer service
I was on phone to a Daisy, she was a delight to talk to. Very friendly customer service and good smoking experience will definitely recommend to others looking for a cigarette alternative
July 21, 2026
Unprompted review
Reply from IQOS UK
Hello, Arthur.
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.
He was very nice
He was very nice, he helped me very quickly and responsively, thank you very much
July 21, 2026
Unprompted review
Reply from IQOS UK
Hi, Rotaru.
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.
Customer service at Iqos is always on…
Customer service at Iqos is always on point , the referral system and their rewards is at the top of any company out there . But shoutout to Oumaima for her fast reply and resolving my query in less than 5 minutes . Cheers guys !
July 21, 2026
Unprompted review
Reply from IQOS UK
Hi, Marian.
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
Ed was fantastic
Ed was fantastic. He was polite, friendly and patient whist looking into a question I had concerning an email I received from Iqos today and our call came to a satisfactory conclusion in a timely manner. Thats not to say I was rushed in any way in fact I have always been asked if there I had any further questions or wanted to discuss concerning Iqos.
Over the years I have had contacted on occasion the Iqos helpdesk and I can honestly say I have never been disappointed with the result. Any questions I may have had have always been resolved during the call. Clear instructions for any next steps to be taken either by Iqos or myself and most importantly the next steps plan has always ended successfully without having to contact Iqos for a 2nd time.
I only wish this customer service framework was shared and embraced by other large corporations.
From a customer perspective it is 2nd to none.
July 21, 2026
Unprompted review
Reply from IQOS UK
Hi Chris, thank you so much for sharing your experience and for all the positive feedbacks. It makes us very happy that
we have sorted out a convenient solution for you .
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
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