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
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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
Redouane provided a masterclass in customer service. I was trying to verify my account to order a sample bundle of the x-low samples when I got stuck on the verify stage. Within 10 seconds of clicking... 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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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.
Great and quick help!Thanks Redouane
7 June 2026
Unprompted review
Reply from IQOS UK
Hi Florin, 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
The experience with Mehsi was the best one
The experience with Mehdi was brilliant! It s the best employer of Iqos! Thank you Mehdi!
6 June 2026
Unprompted review
Reply from IQOS UK
Hi Milica Rochian, 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
Great service
Great service,
Mahdi is been really helpful with resolving issue with my ILUMA device.
Been costumer of this company for more than 5 year now and they never let me down.
Any time I have an issue or requiring advice regarding their product, they always help.
6 June 2026
Unprompted review
Reply from IQOS UK
Hi Eleonora Vankova, 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
Excellent customer service by Saad
Excellent customer service by Saad, who was polite and friendly.
5 June 2026
Unprompted review
Reply from IQOS UK
Hi Andrew C, 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
Operator by the name of ED particularly…
Operator by the name of ED particularly helpful a pleasure to deal with
5 June 2026
Unprompted review
Reply from IQOS UK
Hi James O’Neill, 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.
IQOS Team
Had a great experience with Hannah…
Had a great experience with Hannah Newcastle, let me try a few of the flavours to help me decide and wasn’t pushy at all even after I said I’d come back, I came back got greeted with a smile and great attitude and got a device and some IQOS Levia and terea
5 June 2026
Unprompted review
Reply from IQOS UK
Hi Tom Musson, 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
Great customer support
I was not happy with product life circle- in my pocket charger magnet stopped working exactly after 1 year.
But their customer support was perfect - manager Lily was able to solve the problem in the most suitable way. She was very helpful and friendly.
I was pleasantly surprised how they care about their customers
4 June 2026
Unprompted review
Reply from IQOS UK
Hi Costav78, 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
Great and quick service
Great and quick service. The agent Mehdi was very helpful.
5 June 2026
Unprompted review
Reply from IQOS UK
Hi Galina Zeilis, 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
Yasinne was a very helpful customer…
Yasinne was a very helpful customer advisor and happy to solve my problem.
5 June 2026
Unprompted review
Reply from IQOS UK
Hi Georgie Ursachescu, 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.
IQOS Team
Redouane with masterclass customer service
Redouane provided a masterclass in customer service. I was trying to verify my account to order a sample bundle of the x-low samples when I got stuck on the verify stage. Within 10 seconds of clicking live chat I got paired up with Redouane and he very quickly managed to help me get verified to be able to order the samples! 10/10
4 June 2026
Unprompted review
Reply from IQOS UK
Hi Jakub Adamczyk, 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
Lovely customer service
Lovely customer service, always managed to solve all my issues quickly. Farouk on the phone today has been especially kind and prompt in aiding me.
4 June 2026
Unprompted review
Reply from IQOS UK
Hi Bianca, 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
Easy to access and agent and quick…
Easy to access and agent and quick responses
4 June 2026
Unprompted review
Reply from IQOS UK
Hi Jane Ridyard, 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
Brilliant customer service
Brilliant customer service. Jason been prompt and fair. Great experience
4 June 2026
Unprompted review
Reply from IQOS UK
Hi Jacqueline Renoir, 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
Redouane help me alot and fixed my…
Redouane help me alot and fixed my issue thank you
3 June 2026
Unprompted review
Reply from IQOS UK
Hi Niki, 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
Saad remedied my troubles just in…
Saad remedied my troubles just in minutes
Thank you Saad
3 June 2026
Unprompted review
Reply from IQOS UK
Hi Georgeta, 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 Cedric Popa, 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
Top service
Top service, Jasmine was extremely polite and helpful. Thanks!
3 June 2026
Unprompted review
Reply from IQOS UK
Hi Ler, 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
I had an issue with linking my device
I have an issue with linking my device bought from abroad to my UK account, but Mehdi helped me sort this out online very quickly. Highly recommend!
3 June 2026
Unprompted review
Reply from IQOS UK
Hi Daiana Gusatu, 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
Great products, glad to be an IQOS customer
I do love the products, raised an issue with Customer Services recently which was difficult to get resolved, but they did in the end.
26 May 2026
Unprompted review
Reply from IQOS UK
Hi Mr Drury, 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
Bought this device as an alternative to…
Bought this device as an alternative to vaping. Had some issues with registration but customer service is outstanding. Medhi who helme has been 100% the best. Would definitely recommend this contact and company to anyone thinking about trying. The choice of heated sticks is fantastic too
3 June 2026
Unprompted review
Reply from IQOS UK
Hi THOMAS WATT, 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
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