First order from them. Cruelly cocked up, sending a withdrawals suffering customer a single tub of 10 ZYN rather than the order of 10 tubs of regular size. Live chat handler "Maria" needed me to... Toon meer
Bedrijf heeft geantwoord
We verifiëren geen specifieke claims omdat reviewers hun eigen mening mogen geven. We kunnen reviews echter wel als 'Geverifieerd' bestempelen als we bevestiging hebben dat er een zakelijke interactie heeft plaatsgevonden. Meer informatie
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Lees wat reviewers zeggen
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 d... Toon meer
The customer service was again first rate (not that I have had much cause to contact them) Azzy dealt with my query in a professional and timely manner and was able to answer all my questions in one c... Toon meer
Bedrijf heeft geantwoord
IQOS always deliver! I was struggling to order a new vape unit as my 4+ year old one is beginning to be unreliable. I couldn't get into my account and I managed to speak to Azzy on the IQOS live chat... 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 recente geschiedenis van het vragen naar reviews
Dit bedrijf heeft hun klanten niet recentelijk uitgenodigd, dus reviews zijn mogelijk niet representatief
Heeft 98% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 24 uur
Zo gebruikt dit bedrijf Trustpilot
Ontdek hoe ze hun reviews verzamelen, beoordelen en modereren.
Recycling pods
Arranging to recycle my pods was simple and Ed was very helpful
25 juni 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
Great service
25 juni 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Emilian, 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.
Have a great day.
Marion, IQOS Team
Antwoord van IQOS UK
Hi Maria, 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
Goodwill about my complain
Regarding my previous review about warranty and broken device I have been called bu Farouk and he helped me a lot , he ordered a new device for me straight away I am happy for their goodwill
25 juni 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Deniz, 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 Farouk. We will pass on the nice words to him.
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
Terrea are good but the device is god…
Terrea are good but the device is god awful, the option to pause is just stupid. So many times accidentally paused the induction only to be running my finger countlessly trying to un-pause it, you had a great device previously and adding stupid non needed tech has just ruined so many Terrea for me.
25 juni 2025
Review zonder uitnodiging
Antwoord van IQOS UK
Hello, 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
Very promt and friendly service
Very promt and friendly service. Thank you ED
24 juni 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Jacqueline, 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.
Have a great day.
Marion, IQOS Team
Happy terea
Hello, today I have
was contacted by a representative of yours ,named Farouk with whom I
had a friendly conversation and it was a great pleasure to talk ! I am a Terea customer and I like your products!
24 juni 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Radu, 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 Farouk.
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
Mr Mehdi - best agent ever!
Mr. Mehdi went out of his way and helped me VERY much to set-up everything for my first order - best agent ever!!
23 juni 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Suzie, 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
Maria was great providing chat support…
Maria was great providing chat support when I was facing an issue. Good Customer Service.
23 juni 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 Cengo , 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.
Have a great day.
Marion, IQOS Team
Spoke to an advisor called "Farouk"
Spoke to an advisor called "Farouk". This was regarding an order of ours that unfortunately went missing. I was very happy with Farouk attitude and thought he was very understanding and professional.
18 juni 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Jacob, 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 Farouk. Also, we will pass on the nice words to him.
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
Day 43 and still no progress from the…
Day 43 and still no progress from the IQOS customer care team, reported an issue with my discounts not being applied correctly having been a platinum meme re and missing device voucher, standard response to date has been that they will be in touch once resolved, posted a previous review and they asked for my contact details and I replied with my phone number and email, still no contact. Not a very impressive time frame to resolve issues, 29 days is bad, but it’s now 43 days, and not even a curtesy phone call to explain why it’s taking so long.
10 mei 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi J S, 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
My problem with non delivery and loss…
My problem with non delivery and loss of parcel was not solved . I am not prepared to wait around any longer
22 juni 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hello Andrea, 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
Usual addiction based Awful company…
Usual addiction based Awful company that promotes lies for profit about the safety of these products with no long term tests done and with no transparency with third party testing on the ingredients in the sticks.
1 juni 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Kudret, 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
Daisy was excellent in her manner and…
Daisy was excellent in her manner and providing great information as regards products
Many thanks Daisy
22 juni 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Florence, 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
Very helpful and polite service
Very helpful and polite service. Thank you Daisy ❤️
22 juni 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi, Emilia.
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
Polite Service
The Customer Service staff, Daisy was very kind and helpfull with the special offer info.
Thanks to her😊
22 juni 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi, Selma.
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
Unreliable ’next day’ delivery …
IQOS are a great company but they are seriously let down by their delivery partner DHL. Next day delivery is promised but more often than not this doesn’t happen and DHL delay the delivery. On this latest occasion delivery was due on Saturday and on Saturday DHL notify that it won’t arrive until Monday.
20 juni 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hello Margaret, thank you for sharing with us your experience and we are really sorry about all the hassle you have been through.
Customer feedback is highly important to us, as we are striving to provide a smooth experience at all times.
We wish you all the best.
Marion, IQOS Team
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 Jacob, thank you for the review.
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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