IQOS UK logo
Visit website

IQOS UK Reviews 

9,460
•
TrustScore 4.5 out of 5

4.4

Electronic Cigarette Store
Write a reviewVisit website
Write a review

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

Considering 970 reviews, reviewers overwhelmingly had a great experience with this company. Customers consistently praise the staff for their helpfulness, professionalism, and positive attitude, making interactions pleasant and productive. The customer service is frequently highlighted as exceptional, with many people appreciating the personalized and understanding approach to resolving issues quickly and efficiently. Reviewers are particularly impressed with the quick response times and the smooth user experience, often noting that agents go above and beyond to ensure satisfaction. However, some customers also noted issues with product functionality, such as devices not working effectively after a short period or magnets failing. There were also mentions of problems with orders, including missing packages, incorrect items being sent, and unexpected delays in delivery, leading to frustration and a lack of communication regarding resolutions. A few other people felt that customer service could be inconsistent, with some experiencing unhelpful responses or being overcharged.

What people talk about most

Staff

People report positive experiences with staff, frequently highlighting their helpfulness, politeness, and... See more

Customer service

Customers had positive experiences with customer service, often praising helpful and efficient agents who... See more

Product

Consumers find product experiences to be ambiguous, with many praising the devices and products as great,... See more

Service

Reviewers highlight positive aspects of service, with many customers expressing satisfaction with the help... See more

Order

Customers consistently note ambiguous experiences with order, with some reporting missing orders, unexpected... See more

Reviews shaping this summary

Rated 4 out of 5 stars

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

Rated 4 out of 5 stars

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

Company replied

Rated 5 out of 5 stars

Iqos are great company and have great deals on smokeless products. Their customer services team are the best, and they often contact to see how you are getting on with the products and offer any suppo... See more

Rated 5 out of 5 stars

'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

Company details

  1. Electronic Cigarette Store
  2. Tobacco Shop

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.

TRY IQOS


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.

*Up to 1000 puffs on a single pod based on a 1 second puff duration. May vary depending on individual usage patterns.

BUY VEEV ONE

Contact info

4.4

Excellent

TrustScore 4.5 out of 5

9K reviews

5-star
4-star
3-star
2-star
1-star

No recent history of asking for reviews

This company hasn't invited customers recently, so reviews may not be representative

Replied to 97% of negative reviews

Typically replies within 24 hours

How this company uses Trustpilot

See how their reviews and ratings are sourced, scored, and moderated.

4.4

All reviews

(9,460)

970 reviews in the last 12 months

Write a review
Companies on Trustpilot aren't allowed to offer incentives or pay to hide reviews. Reviews are the opinions of individual users and not of Trustpilot. Read more
Rated 1 out of 5 stars

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
IQOS UK logo

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

Rated 5 out of 5 stars

Always an excellent service received…

Always an excellent service received from iqos service desk. Any issues resolved quickly through to completion.
Tina was great yesterday when I had a question and wanted to change my subscription details which as I said was resolved with the information I needed to do what I needed.
Fantastic work and a template that other companies should adopt.
Well done, all at iqos

7 July 2026
Unprompted review
Rated 5 out of 5 stars

I was having problems with my order…

I was having problems with my order considering that I had returned an item before and wanted to be able to qualify for the promotional offer again. I was put in contact with Maria and she was extremely helpful and patient and my problem was resolved entirely - in the end I was able to make a happy purchase thanks to Maria. Thanks Maria.

7 July 2026
Unprompted review
Rated 1 out of 5 stars

Your company is a scam want my money…

Your company is a scam want my money back and subscription ended

7 July 2026
Unprompted review
IQOS UK logo

Reply from IQOS UK

Hi Richard, 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

Rated 1 out of 5 stars

Agent Jason was in a hurry and seemed…

Agent Jason was in a hurry and seemed helpless. I asked where my order was and he told me he would pass it to the team to investigate. Couldn’t ask for anything else or a better solution. Bad experience and won’t order from your website again. And this is not the first time I have had issues with my orders. I suggest you change your delivery company.

7 July 2026
Unprompted review
IQOS UK logo

Reply from IQOS UK

Hi Karl, 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

Rated 5 out of 5 stars

Veev's pro-active and generous…

Veev's pro-active and generous responsive to a problem was gratefully received. Customer service rep Lily was great, very friendly, efficient and helpful. Thank you.

6 July 2026
Unprompted review

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.

Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.

Learn more about other kinds of reviews.

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.

Take a closer look