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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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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'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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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 informativ... See more
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
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Reply from IQOS UK
Hi Leslie, 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
First order from them
First order from them. Cruelly cocked up, sending a withdrawals suffering customer a single tub of 10 ZYN rather than the order of 10 tubs of regular size.
Live chat handler "Maria" needed me to repeat my issue at first. They were at least charming and sent another message to keep the chat from automatically disconnecting whilst I struggled to get a picture. They seemed to be doing their best within the limited framework available to them.
*update* Replacement package arrived soon after. It was 10 tubs of 10, which was*still* only half of my order.
There doesn't seem to be malice. Just incompetence. I'm unlikely to order direct from the company again. I'll find another, more reliable online store.
15 July 2026
Unprompted review
Reply from IQOS UK
Hi,
thank you so much for sharing your experience and for the positive feedback. It makes us very happy that
you have sorted out a convenient solution for you with Maria.
We do strive in continuously improving our products and services in order to offer the best IQOS experience to our customers. We are always here to help, therefore, do not hesitate in getting back in touch with us if needed.
Marion, IQOS Team
Farouk was very polite and helpful.
Farouk was very polite and helpful.
15 July 2026
Unprompted review
Reply from IQOS UK
Hi, 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
First time seeing these devices and…
Edit: unfortunately I’ve dropped the stars to one. I’m a new customer and I ordered the kit at £19 but the wrong colour was selected so it was cancelled within the half hour window and when trying to order the colour I wanted they tried to charge me £29 and said I no longer qualify as a new customer. Stay clear from these gangsters.
First time seeing these devices and they’re amazing. Was having issues with ordering and Saad was an amazing help and gave me the information I needed to place an order. Thank you
15 July 2026
Unprompted review
Reply from IQOS UK
Hi Sp, 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
Excellent and fast customer service.
25 June 2026
Unprompted review
Reply from IQOS UK
Hi, Małgorzata.
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
The customer service was again first…
The customer service was again first rate (not that I have had much cause to contact them) Azzy dealt with my query in a professional and timely manner and was able to answer all my questions in one call. Just goes to prove that great customer service is not difficult to provide, I wish all businesses could be as good.
13 July 2026
Unprompted review
Reply from IQOS UK
Hi, Colin.
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
The customer service was outstanding…
The customer service was outstanding and the advisor went out his way to help me and explained to me extremely nicely.
14 July 2026
Unprompted review
Reply from IQOS UK
Hi, Usha.
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 love Iqos and Sakina was absolutely…
I love Iqos and Sakina was absolutely lovely and helpful
13 July 2026
Unprompted review
Reply from IQOS UK
Hi Andreea, 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
Farouk was great when he called and the…
Farouk was great when he called and the products have all been great too.
9 July 2026
Unprompted review
Reply from IQOS UK
Hello, Nick. 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.
I had a problem with my delivery and…
I had a problem with my delivery and AZZY was very helpful and sorted the problem quickly.Thank you Azzy!
13 July 2026
Unprompted review
Reply from IQOS UK
Hi, Bianca.
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
Issue with making an order
Had an issue with adding a product in my basket for a couple of days. Saad (customer service representative) helped me go through with my order quickly & efficiently. Thanks Saad
13 July 2026
Unprompted review
Reply from IQOS UK
Hi NG, 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
Reply from IQOS UK
Hi, Alina.
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
Their product is good but the customer…
Their product is good but the customer service response of late has been shocking. Since May I’ve not been able to get my usual 5% discount when purchasing Terea on their website and I have emailed and called several times and nearly two months later still not resolved. Initially told they can’t place the order for me over the phone, a week or so later told can do and would apply £20 voucher. I would have got £16 discount, and a previous order that I paid for was at full price so actually there was no comp at all. Still waiting for a resolution.
Yesterday my device stopped working and after various instructions to do this and that, gave the serial number unable to find it on my account so have to email info. Said would be in touch in 2-3 hours. 24 hours later nothing.
They used to be good. What happened?
11 July 2026
Unprompted review
Reply from IQOS UK
Hi Abbey, 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
IQOS always deliver
IQOS always deliver! I was struggling to order a new vape unit as my 4+ year old one is beginning to be unreliable. I couldn't get into my account and I managed to speak to Azzy on the IQOS live chat and they placed my order for me with next day delivery and a secure link to pay!
10 July 2026
Unprompted review
Reply from IQOS UK
Hi Tracey, 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 service
10 July 2026
Unprompted review
Reply from IQOS UK
Hi, Andrei.
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
Daisy was very pleasant and it was nice…
Daisy was very pleasant and it was nice to be able to give my views on Veev One and In Prime.
9 July 2026
Unprompted review
Reply from IQOS UK
Hi Mark, 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
Very good conversation
Very good conversation, they are a good company that look after customers..
9 July 2026
Unprompted review
Reply from IQOS UK
Hi Ray, 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
This thing has a bad bad smell i do not like it.
Ive Just bought this paid over the odds for a vape then 3 stick attempts what is the bad smell that come out of this smells like something nasty cannot stand the smell wasted money the chews are disgusting thrown into bin straight away proper rank. Not happy with my purchase at all. Would love to be refunded but no chance.
9 July 2026
Unprompted review
Reply from IQOS UK
Hi Pedro, 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
Customer advisor called Inasse was…
Customer advisor called Inasse was really friendly and helpful and resolved my issue very quickly.
9 July 2026
Unprompted review
Reply from IQOS UK
Hi, 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
Reply from IQOS UK
Hi Mihaela, 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
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