'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
A empresa respondeu
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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
A empresa respondeu
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.
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
Professional team members
The great experience of course always with the right people:) Bilal was my case solving hero today! He was cool calm and collective, dealt very professional with my complaint. The parcel was unsuccessfuly delivered much more earlier than expected according the original time slot provided by DHL courier. As the result of this I have to collect my parcel from the local pick up point. However Bilal suggested to subscribe for monthly deliveries by assisting throughout the process. Many thx to the Iqos team for having understandable & reasonable employees! Kind Regards, Lana.G.
30 de abril de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Svetlana, 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
Very simple and straightforward
Very simple and straightforward. Explained what I wanted and she delivered in a couple of minutes
30 de abril de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Darran Mitchell, 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
I'm really disappointed with IQOS
I'm really disappointed with IQOS, they seem to be getting worse every time.
I have a subscription order every two weeks with next-day delivery, but for some reason my last order was changed to 2-3 day delivery. I wasn't notified about the change, and I didn't request it, so it must be an issue on IQOS's side.
I contacted customer support via chat, but the experience was very disappointing. The agent (Jason) was unhelpful and unable to provide any clear answers beyond repeating "sorry", which didn't resolve anything.
Now after two days of waiting, there is still no sign of my delivery.
This level of service is unacceptable. Very disappointed...
I had to place a new order because I ran out of TEREA.
The order was clearly represented as including FREE next day delivery, however I was still charged a delivery fee.
I am increasingly dissatisfied with the level of service being provided.
29 de abril de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Rajzer, 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
Good deals and high quality for…
Good deals and high quality for healthier smoking... Well done
30 de abril de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Bartek Zahradnik, 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
I spoke to Mr Bilal and he was very…
I spoke to Mr Bilal and he was very helpful
30 de abril de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Zari Hoshi, 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
BILAL was amazing and helpful
BILAL was amazing and helpful. The device that I’ve order was faulty and I have to sent it back, he made everything so smooth, having an answer for all my questions. Really appreciate a good costumer service.
Yesterday I ve called to ask for any offer for a costumers who’s been with Iqos for the past 3 years as I want to purchase a new device and the Ines was a waste of time. She left me to wait for 3 min for giving me an answer about any offers other than what is on your website and then she was telling me off when I ve mentioned what she is saying is what I can see online.( If you will order the 15£ offer, we will cancel your order) excuse me?
29 de abril de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Alexandra Stan, 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 customer service provided by…
Great customer service provided by Jason! Highly appreciated! Thanks!
29 de abril de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Mr. Ivaylo Pironkov, 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
Very helpfull compared the the guy…
Very helpfull compared the the guy before
28 de abril de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Mr David Foster, 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
Very prompt and fast resolving my…
Very prompt and fast resolving my issue. Special thanks to Redouane for quick reply and fast action. I contacted iqos customer service before and I received really bad service, but Redouane made my day better. Thanks 🙏🏼
28 de abril de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Elena, 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 great experience with the agent…
I had a great experience with the agent Maria, very helpfull and resolved my problem very quickly.
28 de abril de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi mark sellers, 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 m customer / smoker of iqos for 9…
I m customer / smoker of iqos for 9 years Customer service is great! Jason helped me to sorted out my issue for order promptly.Thank you Jason!
23 de abril de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Milan, 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
Every time I try to login
Every time I try to login, the website has been down. I can't manage my subscription. Can't find an email address or chat function, only a phone number which is impossible to get through on. What is going on?
25 de abril de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Esther, 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
Very friendly person name BILAL helped…
Very friendly person name BILAL helped me to answer all my queries this evening.
24 de abril de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Gintare, 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
After I got an error message while…
After I got an error message while ordering, Jason helped me with processing my order correctly. He was patient and polite. Thanks for your support Jason
24 de abril de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Alex klever, 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
The worst customer service I have ever…
The worst customer service I have ever had the pleasure of dealing im a subscription member I changed address numerous amount of times over 2 months but items kept getting delivered to old called the help line and once again could not get address changed even tho the call center reps kept telling me address was changed bloody incompetence what ever happened to company's taking care of there customers
21 de abril de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Justin, 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
Iqos customer service
When I contacted customer service regarding an issue with my device they were very helpful and professional. They quickly resolved the issue . I would highly recommend this company and contacting them with you issues . Thank you Iqos 😊
24 de abril de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Miss Marie Reilly, 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
Jason was great helping me with my iqos…
Jason was great helping me with my iqos club . Thank you
23 de abril de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Andreea Daniela, 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
BILAL helped me to get postage labels…
BILAL helped me to get postage labels very quickly to return my used cartridges for recycling. Very good customer service every time I call.
23 de abril de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Deborah Smith, 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
Avoid at all costs!!!
Avoid! They made me subscribe and been told I would receive 100£ voucher for referral which doesn’t work. Been mugged about for months now full of lies and sh*t. Do not refer or subscribe
22 de abril de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Valeria, 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
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