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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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
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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
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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 99% of negative reviews
Typically replies within 24 hours
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See how their reviews and ratings are sourced, scored, and moderated.
Reply from IQOS UK
Hi Hassen, 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 customer support
Tina from customer support team was very helpful and attentive. While my issue wasn’t resolved as expected, she offered a great alternative and we managed to reach a resolution.
28 July 2026
Unprompted review
Reply from IQOS UK
Hi, Jonas.
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
Smoking device was playing up
Smoking device was playing up. Went through the AI chat. Passed over to Maria who solved the problem in less than 10 mins with a replacement sent out. Perfect service
28 July 2026
Unprompted review
Reply from IQOS UK
Hi, Rob.
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 very helpful and my request was…
Ed was very helpful and my request was sorted good costumer service
28 July 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
26 July 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.
26 July 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
When Excellence meets Kindness
In this fast pacing life, it's important sometimes to slow down and take the time to appreciate the little moments of kindness. Dear Redouane, I would like to express my sincere gratitude for your excellent assistance today. Indeed, not only did you assist me effectively with my issue but you also went the extra mile. You proved your excellent professional skills but most importantly your human nature. You showed me that we can be diligent and follow religiously Company policies & guidelines but that kindness, thoughtfulness and goodwill have not disappeared and can be combined in our daily work ethics.
Thank you and all the very best to you, dear Redouane.
24 July 2026
Unprompted review
Reply from IQOS UK
Hi Madlen, 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 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
Agent was very helpful and efficient
Agent was very helpful and efficient. Made me restore my faith in IQOS again.
26 July 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.
18 July 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
25 July 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
25 July 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 .
24 July 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.
24 July 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!
24 July 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.
24 July 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.
23 July 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.
23 July 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
23 July 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
21 July 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.
21 July 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
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