I haven’t tried the product yet so I can’t say if the product is good however I have ordered the free trial but I ran into an issue as the ordering page glitched, Driss was able to solve my issue via... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
The taste it is better,no to much smoke and it is smell better too. The company it is interested in my experience by sending me messages and even call me. I enjoyed talking with Ouss ,he gave m... See more
Company replied
I have had difficulties in applying my referral codes and was assisted efficiently by Anas from Customer Care. He was extremely helpful, friendly and very eager to help resolve any issue I had, not to... See more
Company replied
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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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
Replied to 94% 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.
8 April 2026
Unprompted review
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.
20 May 2026
Unprompted review
Mehdi was really helpful
Mehdi was understanding, helpful and communicated clearly
20 May 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.
16 April 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 😊
19 May 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.
19 May 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!
19 May 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.
19 May 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.
18 May 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.
18 May 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
18 May 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.
17 May 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.
17 May 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.
15 May 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.
16 May 2026
Unprompted review
Reply from IQOS UK
Hi Terry, 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 friendly and competent
16 May 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!
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
14 May 2026
Unprompted review
Reply from IQOS UK
Hi Greg, 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
5 star service
The customer service person [Bilal] was very polite, patient and assisted me with my issue.
15 May 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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