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... Toon meer
Bedrijf heeft geantwoord
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Lees wat reviewers zeggen
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 contac... Toon meer
Bedrijf heeft geantwoord
Customer service very poor. Got invited to do a survey for IQOS with a promise of a £10 Amazon voucher, did the survey and got nothing. Tried to chase things up through chat, was told issue was bei... Toon meer
'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... 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
9K reviews
Geen gegevens bekend over review-uitnodigingen
Dit bedrijf heeft hun klanten niet uitgenodigd, dus reviews zijn mogelijk niet representatief
Heeft 95% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 48 uur
Zo gebruikt dit bedrijf Trustpilot
Ontdek hoe ze hun reviews verzamelen, beoordelen en modereren.
The customer representative Yassine was…
The customer representative Yassine was very helpful and dealt with my issue promptly. Thank you.
1 juni 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Hassan Radwan, 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
YASSINE
YASSINE, who was in communication with me was very helpful. He pointed out that the product I had was unfortunately out of warranty. He offered me a good deal on a new device.
I am very satisfied with the level of service YASSINE provided.
30 mei 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi mark lee, 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
Dont trust 'Next day delivery'
I ordered an IQOS device directly from the website because next-day delivery was heavily advertised. On the morning it was due to arrive, I received an email saying they would not be able to deliver that day. While disappointing, I understood that delays can happen.
The following day, I stayed at home all day and also have a Ring doorbell, which shows that no delivery attempt was made. Despite this, I received an email stating that a delivery had been attempted and that I was not at home. This was simply not true.
I contacted customer service and was told the issue would be investigated and that someone would get back to me. So far, the whole experience has been frustrating and disappointing.
If next-day delivery cannot be reliably provided, it should not be advertised as a key selling point. I'm still waiting for my order and can only hope it arrives on 10th day or so
29 mei 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Kursat, 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
Resolved issue and supported via chat
Resolved issue and supported via chat
28 mei 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi R P, 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
the agent was really kind and…
the agent was really kind and efficiently addressed my issues
28 mei 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Chenlin Ye, 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
Agent Ouss was really helpful and…
Agent Ouss was really helpful and changed my monthly order over to Veev Prime. He also talked me through making a purchase of anew Prime starter pack as I am not very good at these things.
28 mei 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Sharon Phillips, 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
Ai did bare minimum and was confusing…
Ai did bare minimum and was confusing to be honest but advisor was great in handeling the situation, thanks to advisor Azzy
27 mei 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hello Arunas, thank you for your review.
As part of our ongoing efforts to improve our customer experience, we would like to learn more about your feedback and provide you with the appropriate support.
We have contacted you privately via the email address linked to your Trustpilot account. Kindly check your inbox (and your spam/junk folder) for our message.
We hope to hear from you soon.
IQOS Team
The IQOS Agent was very helpful and…
The IQOS Agent was very helpful and worked professionally throughout - It was a pleasure and could find no fault with how my issue was rectified
27 mei 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Mark Evans, 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
IQOS user since 2018
I have used IQOS, in all the iterations they have produced, since 2018. I have always bought the top devices, Duo, ILUMA Prime, ILUMA I …. I won’t use their subscription service as I don’t believe in using PayPal. But having to order £70 worth of product to get free delivery is not good for someone like me, who has to budget day to day.
Their new club is pointless. As a 56 yo man, I’m not going to festivals, I don’t want a free Starbucks coffee. I used to enjoy going on the website, seeing new things. But, I think they are aiming at a younger generation and are not interested in an ‘old man’ like me.
I will keep using the product because I like it, but boy do they take advantage of loyalty.
Wednesday 27th May:
No message in my emails as promised. As I said, they are only want new users. Sadly.
26 mei 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi, 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
Very friendly and polite
Very friendly and polite, explained how i was getting on with iqos. Always open for any questions i may have.
25 mei 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Chris, 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
I've been an iQOS customer for 6 years
I've been an iQOS customer for 6 years. The products and the customer service have always been excellent. I recently signed up for their subscription service but was sent the wrong order. I wanted to keep them and pay for them as I'd already opened a packet and would need to order one to be able to send them back. I called and was told no, I would need to send them back. Today I spoke to them on their chat service. I explained the situation and after the security checks, Mehdi sorted it all out for me. Thanks so much Mehdi and I really appreciated you help today!
25 mei 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Lisa D, 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
Great product, even better staff
Great product, even better staff. We got approached by Gaye who was really lovely and knowledgable regarding the product, the pros and cons and gave us an amazing deal. Would definitely recommend!
22 mei 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Juls, 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
Maria was extremely helpful and handled…
Maria was extremely helpful and handled my issues quickly and professionally.
15 april 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Patrick, 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
I had a chat with an agent named Omar…
I had a chat with an agent named Omar who dealt with my issues incredibly quick. Polite, and fast responses. Great customer service.
21 mei 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Jamie, 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
Turquoise terea sticks very…
Turquoise terea sticks very inconsistent with flavour, depending on manufacturing date, Some are great then some are awful! some even hurt your mouth & throat after a few.
At the point now after 6 year's first heets now terea I'm thinking about just moving on to Vapes.
21 mei 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hello Steven, we appreciate your honest feedback and we understand where your frustration is coming from. We are continuously working in improving our products and services in order to be able to offer the best consumer experience to our users. We do our best and we would be happy to discuss any issues you might be facing in order to help in finding the best solution.
Thank you again for taking the time in sharing your experience.
Marion, IQOS Team
I had a very positive experience today…
I had a very positive experience today with IQOS customer support. Agent Omar was extremely helpful, professional, and resolved my issues efficiently.
8 april 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Caleb Chung, 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
Explained I had a missing parcel and…
Explained I had a missing parcel and had been told by one of his colleagues that a replacement was being sent, but I had no tracking reference for the replacement. He said he understood the issue and would look into it. After much back and forth he came back to me to share the tracking reference and that the parcel would be delivered to my work address. Thanking him, I logged into Royal Mail to check the number and it's the reference for the missing parcel!! Waste of time.
20 mei 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Malcolm, 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
Mehdi was really helpful
Mehdi was understanding, helpful and communicated clearly
20 mei 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Jacob L, 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
Bilal was extremely supportive and…
Bilal was extremely supportive and handled my order issue in a quick and professional manner.
16 april 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Colin, 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
Happy customer 🌟
Assisted quickly by Redouane.
Helpful & friendly, sorted everything 😊
19 mei 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi charlotte , 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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