'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... Ver mais
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Veja o que dizem as avaliações
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 ye... Ver mais
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Iqos your a saviour, I’ve tried all types of stuff and couldn’t quit smoking till I met iqos now Im slowly giving up nicotine fully. I spoke with Ahmed, very polite and professional he also gave me... Ver mais
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Farouk at Customer Services was attentive & eager to ensure my issue was dealt with effectively & in a timely manner. He also followed up with a phone call the following day to ensure everything had... Ver mais
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Detalhes da empresa
Sobre IQOS UK
Escrito pela empresa
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.
Informações de contato
Reino Unido
- 0800 432 0000
- iqos.com/gb/en
4,4
Excelente
9 mil avaliações
Respondeu a 96% das avaliações negativas
Normalmente responde dentro de 48 horas
Como esta empresa usa o Trustpilot
Veja como as avaliações e classificações são obtidas, pontuadas e moderadas.
Best customer service experience from Redouane
Redouane from the IQOS Customer Care team helped me arrange for a replacement for my holder. He was extremely professional, friendly, and replied quickly throughout the process. He made everything very straightforward and efficient, ensuring the replacement was arranged without any hassle. I was genuinely very impressed with the level of customer service provided, easily one of the best I have had with a company when dealing with a product replacement. A real credit to Redouane and the team! Thank you again!
12 de maio de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Roxana Mereuta, 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
MAROUANE helped me very well to cancel…
MAROUANE helped me very well to cancel my order.
12 de maio de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Lukas Silingas, 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
Nadia really good call-agent)👍🏻 nice…
Nadia really good call-agent)👍🏻 nice service
11 de maio de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Mariia Starovoitova, 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 was very polite
Redouane was very polite, patient, and being helpful. My issue was solved quickly.
11 de maio de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi LIV M, 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
Very good customer service adviser
Very good customer service adviser . Redouane has resolved my issues with my requests . Thanks
11 de maio de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Angela, 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 and quick service from Tina !
11 de maio de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Laura Andreea Rotaru, 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
Tina was great and helpful
11 de maio de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Sabrina Uselli, 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
BILAL was very helpful today in…
BILAL was very helpful today in resolving the issue with my order.
9 de maio de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi C Smith, 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 a query re delivery and Bilal was…
I a query re delivery and Bilal was very helpful. He was well mannered and clearly spoken and a credit to the company
9 de maio de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Jane Dowse, 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
Had a problem and was walked through…
Had a problem and was walked through steps to fix. All worked and straightforward
9 de maio de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Katie Payne, 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
Really IQOS? This absolutely sucks!
Why did you have to get rid of Heets? 😭 Terea is just not the same. They actually give me indigestion strangely! They don't feel the same to smoke despite marketing saying "they are the same flavour and they are better than heets" when they are just not. I know loads of people disappointed because they can't get Heets anymore and dislike Terea and do not have an alternative. It just really sucks because there are so many people out there that love Heets and dislike Terea, and we have all not been listened to. 😞😞 literally don't know what to do anymore, don't want to go back on cigarettes but not sure what else I can do now!
8 de maio de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Katie, 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
Jason provided excellent customer…
Jason provided excellent customer service and was very helpful throughout. Really appreciate the support — thank you!
10 de abril de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Brooks, 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
Maquina averiada durante 3 semanas pero…
Maquina averiada durante 3 semanas pero buen servicio de cafes
7 de maio de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hello Maria,
Thank you for taking the time to share your feedback. We’re very sorry to hear about your experience.
Please note that this Trustpilot page relates specifically to IQOS UK. Unfortunately, we don’t have access to service systems outside the UK, so we’re unable to investigate or resolve issues relating to other countries.
To ensure you receive the most appropriate support, we kindly recommend contacting the IQOS Customer Care team in your country, who will be best placed to assist you. You can find their contact details on the official IQOS website.
Thank you again for sharing your experience.
Marion, IQOS Team
I had issues with the discount code for…
I had issues with the discount code for Delia subscription. Bilal was very kind and professional and tried to help me sort it. When it still wouldn’t work, he promised to escalate it and went on to place an order for my including a discount. I am so grateful to Bilal and his kind manner.
7 de maio de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Suzie R, 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
subscription service sucks
subscription service sucks - order over 120£ that normally offers you next day delivery and I have been waiting for my order for 4 days. do not use the subscription service because it’s not easier how you would think
4 de maio de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Mateus, 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
I am a long standing IQOS customer and…
I am a long standing IQOS customer and have always paid for next day delivery. Dpd would always make an effort to get the parcel to me in time. Since DHL have taken over there's no point in paying for next day delivery as its quicker with the Royal Mail, which is free. Customer service was very little help, although pacified me with a £10 voucher, Jason wasnt able to do anything else
4 de maio de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hello Angela, 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 problem with my IQOS Iluma and…
I had a problem with my IQOS Iluma and Lovely Redouane helped me a lot to solve the problem.
I am happy and it was not annoying at all.
4 de maio de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Baharan azadi, 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
Jason who helped me was nice
Jason who helped me was nice, but unfortunately i am not happy with my order, because i ordered on 2nd of may i understand that i ordered after 8pm so i was waiting for my order on 04.06.2026 but it appeared that i will get it on 6th of May, OMG i am really surprised in a bad way. So Jason offered me voucher i really want thank him, and he really made my experience little bit good
4 de maio de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Aga Murad Agayev, 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
Solution
Hello Iqos team, I wanna thank Bilal for his support and helping me out with the issue that's occurred with my device. He was very helpful and confident and very respectful. Thanks for your support Bilal☺️
2 de maio de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Zai, 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 companie
Great companie, the guy I spoke to resolved issues straight away, even gave me a courtesy call When my order was gonna take longer than expected
1 de maio de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Chris Oconnor, 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
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