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.
Great customer service
Great customer service. Jason kindly helped me to solve an issue with my device.
21 oktober 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Valentyna, 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
Thank you Marie for explaining…
Thank you Marie for explaining everything and sorting it out
21 oktober 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Jodie Stamp, 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
Excellent one and excellent story
Excellent one and excellent story
20 oktober 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Mohanad Abdulsaid, 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
Tina was very helpful and guided me…
Tina was very helpful and guided me through my problems. Thank you
20 oktober 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Ty, 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
I phoned today to change some personal…
I phoned today to change some personal details I spoke to Ed who was very polite and a great help and quickly resolved my query
20 oktober 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Jim, 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
Sakina was brilliant helped with…
Sakina was brilliant helped with exactly what I needed. No issues no problems
20 oktober 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Latttennn Morris, 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
Very bad customer service
Extremely disappointing customer service from IQOS UK.
I received a £70 voucher clearly stating it could be used in-store or online. I drove an hour to the Kensington branch, only to be told it wasn’t accepted in-store. Five days after escalating the issue, nobody has contacted me. I had to chase them myself, and they still cannot provide a proper explanation or update.
Separately, I received a defective device and damaged tobacco sticks, which were intended as a present. I sent photographs three days ago, but nobody has contacted me, offered a solution, or arranged collection.
Two simple issues, zero accountability, and no respect for customers’ time. The repeated “we will get back to you” responses make the service feel automated rather than genuinely customer-focused.
I’m extremely dissatisfied and will not be purchasing from IQOS UK again.
Update to answer received: I haven’t been contacted on my email, I haven’t got any email from Iqos customer service in my spam too. (Saying we have contacted isn’t existing)
19 oktober 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hello Cenk, we are very sorry you feel this way.
We'd like to stress that we are taking this really seriously. 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
Customer service from Fadwa
That was a perfect customer care and support on all steps.
19 oktober 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Віталій Пивовар, 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
Waste of money
First half dozen 'puffs' as they call it are like proper cigarette, but after that, forget it....
I was hoping this would be a route to giving up on real tobacco or at the very least a cheaper alternative ....Waste of money, Seriously, don't waste your money, do not buy this product
17 oktober 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hello Simon, we are very sorry you feel this way.
We'd like to stress that we are taking this really seriously. 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
Fadwa was superb
Fadwa was superb! She helped me to resolve issues with both devices and quickly set up a replacements
17 oktober 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Monika Cyganek, 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 customer service from a staff…
Great customer service from a staff member named Daisy. Explained queries about my device clearly to have a better understanding.
16 oktober 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Robert, 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
Azzy has given a good customer service very friendly
Good customer service very friendly
16 oktober 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi hodo gure, 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 loved the way he explained everything…
I loved the way he explained everything to me. Really excited to use the new device.
15 oktober 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Vaishnavi G V S S, 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 Service
I recently spoke to MAROUANE at customer support as I had a number of faulty pods from a recent batch I purchased online. The response was swift and pleasant and I was instantly impressed with the speed my issue was resolved. I have been given replacement pods for the ones that were faulty. Couldn’t be any happier with the quality of service IQOS give. Thank you so much MAROUANE
14 oktober 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Glenn Davies, 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 service received by…
Great customer service received by Jasmine!
14 oktober 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Diana Nehrych, 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
Maria was fantastic on helping me with…
Maria was fantastic on helping me with a recent order problem.
Gave me quick responses and kept everything easy to understand. Appreciate her help. Brilliant customer service.
13 oktober 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi David, 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
i love zyn all they new stuff they…
i love zyn all they new stuff they makeing good different mgs 10/10
13 oktober 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi raz comers, 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 product
Great product, I really enjoyed the mint flavour
25 september 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Mayowa Ladega, 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
I use iqos iluma i and ploom aura both
I use iqos iluma i and ploom aura both. Iqos give you good throat hit like actual cigarette but one terea stick only last for couple of minutes or just 14 puffs which is very disappointing whereas ploom aura gives unlimited puffs in 6 mins but its doesnt have good throat hit like iqos. Iqos needs to make better terea sticks which can last longer or gives more than 14 puffs.
21 september 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hello Taran Rai,
Thank you for taking the time to give us feedback in regard to your experience.
We are focused in continuously improving our devices and our users’ experience. Therefore, we want to thank you for giving us your honest opinion. It’s valuable to us.
Should you need support in the future, please feel free to contact us.
Marion, IQOS Team
I am disappointed
I am disappointed. My 1st order was due today. I've received an email from DPD saying 'our driver missed you'. I have been in ALL day. So , how is it possible the driver missed me! It isn't.
10 oktober 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hello Elizabeth, we are very sorry you feel this way.
We'd like to stress that we are taking this really seriously and will make 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
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