I talked with Tina, she was very helpful and very quick in all her responses the best thing you can expect from customer support. My problem was resolved without a lot of back and forth she understo... Toon meer
Bedrijf heeft geantwoord
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Lees wat reviewers zeggen
My order payment link never arrived in my inbox on 2 consecutive days. On both occasions the advisers said there was an IT problem which would be rectified by the evening. It wasn't, then my order w... Toon meer
Bedrijf heeft geantwoord
Twice ordered, first time refund after more than two weeks,.Second order, same thing, still waiting for refund! Explanation:Struggling with delivery companies. Expected refund, more than 16 days..I'm... Toon meer
Bedrijf heeft geantwoord
Bilal was amazing guideing me thought a difficult situation due to things not going through due to storm he was very informed and helped me choose my new device and check my subscription. Very profess... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Over IQOS UK
Geschreven door het bedrijf
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.
Contactgegevens
Verenigd Koninkrijk
- 0800 432 0000
- iqos.com/gb/en
4,4
Uitstekend
10K reviews
Geen recente geschiedenis van het vragen naar reviews
Dit bedrijf heeft hun klanten niet recentelijk uitgenodigd, dus reviews zijn mogelijk niet representatief
Heeft 99% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 24 uur
Zo gebruikt dit bedrijf Trustpilot
Ontdek hoe ze hun reviews verzamelen, beoordelen en modereren.
Maria was amazing
Maria is great, so kind so helpful, so quick and lovely, she helped sort out my issue in minutes that I struggled for half an hour and stayed with me while I try again to avoid any further issues, I really appreciate her help!
21 augustus 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Selin, 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
Helpful and very friendly
20 augustus 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi, 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
Antwoord van IQOS UK
Hi, Mioara Mariana.
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
Issue with a delivery solved
I had an issue with a delivery, and when I contacted customer support, they addressed my concerns quickly and professionally. Thanks to ED for his excellent support. He reassured me that the issue would be resolved
19 augustus 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Alexandra, 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
Amazing support.
My interaction with Iqos customer service today was great. Ed resolved the issue in an efficient and speedy manner.
Great customer service!
19 augustus 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi, Alexandra.
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
I was curious about the rewards system on for zyn and I had the greatest customer service from mehdi helped me out straight away and was very kind
19 augustus 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Ali, 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
mohammed in leeds= icon
just met mohammed in leeds, so friendly and lovely to talk to, showed real passion for the product( which is a brilliant, never heard of it before) when i finish my duty free cigs will definetly be buying!
19 augustus 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Alysia, 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
Usually excellent
Usually excellent, prompt delivery and service. First time ever, today a subscription arrived and one can was missing. Mehdi on the service desk dealt with it immediately. Almost perfect service. Rare nowadays!
19 augustus 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi, Hugh.
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 have been using IQOS for eight years
I have been using IQOS for eight years, and although I have experienced problems before, this time it has simply gone too far.
I placed an order on Sunday with the option for next-day delivery. I ordered enough to qualify for free delivery, so I expected my order to arrive on Monday. However, nothing arrived on Monday, and nothing arrived on Tuesday either.
I contacted your customer service team, and I was told that the issue would be investigated, but that was all the information I received.
Today, I still haven't received any message from DPD. According to the tracking information, my parcel is currently at their depot.
This means that I now have to go to Sainsbury’s for the third time to buy sticks for my IQOS. It is extremely frustrating and disappointing, especially as I placed the order expecting next-day delivery and have received neither the order nor any proper update about what is happening.
The good news is that I have now checked and found that I can order my sticks from another company with next-day delivery.
After eight years of being an IQOS customer, I find this level of service very disappointing. I really hope you can look into what went wrong and explain why my order has been delayed without any proper communication.
19 augustus 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Diyana, 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
Oumaima was fantastic and very helpful.
19 augustus 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi, Will.
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 and fast
19 augustus 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi, Bruno.
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
Azzy was very helpful today in sorting…
Azzy was very helpful today in sorting out my issue, thanks!
18 augustus 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi, Ilene.
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
Sakina has informed me about the iqos…
Sakina has informed me about the iqos products and services very well. 👌
Thank you for information. Great customer service
13 augustus 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Patrik, 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.
Mation, IQOS Team
Absolutely blown away by this companies…
Absolutely blown away by this companies customer service structure. Firstly I did not ever expect a call back from a vape brand (never happened before!) But to have a very courteous, informative and proffesional representative called Daisy ask me how I am getting on with the vape and offering very essential information regarding the usage and other important info. It was one of the best customer service experiences I have had in over 40yrs. I would highly recommend this companies vape as an alternative to smoking as you cannot get anything so close to the real thing & it's compounded by the best customer service around.
10/10
13 augustus 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Dre, 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
Iqos’s customer service is always…
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 delivery (DHL). She sorted it in 5 minutes. Thank you Saki.
13 augustus 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Sadie, 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 service by Maria
Maria, the customer service agent was very helpful and she explained the situation of my order. She escalated the issue to the team responsible for the matter and she offered to assist if the problem would persist. Maria was polite and professional in every moment of our conversation. It was a pleasure to speak with her.
13 augustus 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi, Flo.
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 can't place an order
I can't place an order, worst app , and worst order sistem. An issue appeared, please try again ? Sounds familiar? 0 stars
They're sending me reminders emails that I got something in the basket, when I click it and I want to pay , is keep saying an issue processing the order. I GIVE UP
12 augustus 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Tony, 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
Hasnaa was very helpful and kind for…
Hasnaa was very helpful and kind for online purchase. Thank you
12 augustus 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi, Mahmut.
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
Good experience and great offer
12 augustus 2026
Review zonder uitnodiging
Really good Customer service by Hasnaa !
Really good Customer service by Hasnaa !
12 augustus 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Giulia, 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
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