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
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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
Company replied
'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
Company replied
Iqos’s customer service is always excellent. Whether by phone or chat they answer immediately and find a solution. Today I was helped by Sakina to deal with an issue I was having with a misplaced deli... See more
Company replied
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 99% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Excellent customer service resolved my delivery issue
I placed an order with next-day delivery, but unfortunately, DHL delayed my parcel. Since I was running out of TEREA sticks, I contacted IQOS customer support. The agent Marouane was fantastic, very polite, understanding, and incredibly quick to respond. IQOS took responsibility for the guaranteed delivery time and offered me a £20 voucher as a goodwill gesture for the inconvenience. They also kindly helped me join the IQOS Club. It is really rare to see a company value its customers this much and resolve issues so smoothly.
5 August 2026
Unprompted review
Reply from IQOS UK
Hi Aga, 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 Marouane. 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
Maria went out of her way to help me as…
Maria went out of her way to help me as I recieved a faulty batch of pods. We were chatting on the live chat and the process went smoothly. She was able to confirm she would send me replacements free of charge which I wasn't expecting. So thank you so much for all your help.
4 August 2026
Unprompted review
Reply from IQOS UK
Hi Nick, thank you for the positive feedback! Should you ever need support with your device 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
Poor Battery Life of IQOS Devices
I’ve been an IQOS user for nearly 8 years now but I’m becoming very dissatisfied with the quality of the devices. You buy a starter kit including a machine but within a year or so the battery dies. It’s a common problem and still continues.
The online Customer Service are incredibly unhelpful and only interested in the validity of a one year warranty. I’m sorry but it should be at least 2 years to comply with European law?
To summarise I’d be cautious investing in a starter kit and taking this product on.
4 August 2026
Unprompted review
Reply from IQOS UK
Hi Anthony, 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
Maria is great helper!
4 August 2026
Unprompted review
Reply from IQOS UK
Hi Sofia, thank you for taking the time in leaving us a feedback. We are very happy to read that you love your IQOS and that you are glad with our customer care team and the support they have provided to you so far. We are always aiming in doing our best to keep our customers satisfied.
Thanks again for the review! Marion, IQOS Team
Nice and easy
Nice and easy, my question was answered. Maria was very polite and helpful
4 August 2026
Unprompted review
Reply from IQOS UK
Hi, 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 IQOS team are so supportive
The IQOS team are so supportive during your journey . Sakina advised me of offers and the iQOS club so that I can receive future offers . We discussed the product and she was extremely helpful .
4 August 2026
Unprompted review
Reply from IQOS UK
Hi, we 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.
Marion, IQOS Team
Order of new device
A very easy and helpful customer service agent.
A big thank you to Jason, who guided me through the ordering process, and assisted with all my questions. As usual, IQOS really stands out above the others, for quality, service and price.
4 August 2026
Unprompted review
Reply from IQOS UK
Hi Michael, 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
super friendly efficient service
Daisy gave super friendly efficient service, very supportive and knowledgeable about products , happy customer 😀
4 August 2026
Unprompted review
Reply from IQOS UK
Hi Brian, 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 customer service
Very good customer service. Had an issue that I created and Tina solved it for me very quickly.
3 August 2026
Unprompted review
Reply from IQOS UK
Hi, Flavia.
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
As member I really love the fast e…
As a member I really love the fast e genuine chat with the costume service! Really helpful! Great company
3 August 2026
Unprompted review
Reply from IQOS UK
Hi Aboadje, 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 has been very helpful and kind…
Tina has been very helpful and kind trying to deal with my delivery issue
1 August 2026
Unprompted review
Reply from IQOS UK
Hi Aurora, thank you so much for sharing your experience and for all the positive feedback.
It makes us very happy that you have sorted out a convenient solution for you with Tina.
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
Bilal was very courteous and understood…
Bilal was very courteous and understood my issue instantly and resolved the matter
31 July 2026
Unprompted review
Reply from IQOS UK
Hi Jamal, 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.
Mario, IQOS Team
Reply from IQOS UK
Hi, 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 and fast…
Excellent customer service from Ed and fast delivery of solutions. Thank you!
31 July 2026
Unprompted review
Reply from IQOS UK
Hi Ana, 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
I had most amazing supporting customer…
I had most amazing supporting customer service expert Redouane.
30 July 2026
Unprompted review
Reply from IQOS UK
Hi Zane, 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 Karen, 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
Jasmine was very helpful and explained…
Jasmine was very helpful and explained clear everything i needed.
30 July 2026
Unprompted review
Reply from IQOS UK
Hi Mihail, 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
Good throughout
Good throughout, swift and to the point, in there got the job done, no problem, thanks to ED
30 July 2026
Unprompted review
Reply from IQOS UK
Hi, Mark.
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 experience and communication with…
My experience and communication with Redouane (Iqos Customer Services) was extremely productive and respectful. He rectified my issue in an extremely professional manner and in my opinion an asset to the company.
29 July 2026
Unprompted review
Reply from IQOS UK
Hi Jim, thank you so much for sharing your experience and for all the positive feedback. It makes us very happy that
you have sorted out a convenient solution for you with Redouane.
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 have promised to deliver today
They have promised to deliver today, and after the bot transfer to Saad, all was well.
29 July 2026
Unprompted review
Reply from IQOS UK
Hi, Bins.
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 Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.