'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
AVOID! Abysmal customer service. Purchased as a first time customer, selected Royal Mail as I knew I would not be in and it’s a lot easier than DHL. Well, they decided to send by DHL anyway. I... Ver mais
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 wit... 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
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.
ISSUE RESOLVED - THANK YOU
*UPDATED REVIEW* - Issue has been resolved by Khalid, very much appreciated. Purchased 400 tobacco sticks using the subscription option and it gives you 4 free packs of Levia for purchasing through the subscription, however when the order arrived next day the 400 tobacco sticks were in the parcel but not the 4 free packs of Levia advertised. Called customer service and spoke to someone called Hector and explained to him they didnt arrive even though they were automatically added at checkout, he said he cant send them out. In order for me to obtain the 4 free packs I need to send the whole order back and reorder or purchase them?! Asked to speak to a manager or raise a complaint, still yet to receive a call back even though I was assured it would be yesterday I'd receive a call by. First proper order with iqos after finding their devices quite good for moving to heated tobacco but the customer service after you've made a purchase is awful. I would like someone to contact me regarding my complaint.
14 de abril de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Luke, 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
Saki was very helpful with my order and…
Saki was very helpful with my order and helped me to finish my order and safely to pay. Well recommended
27 de janeiro de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi mellisa madisson, 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
The experience was excellent
The experience was excellent. Before I made the purchase, the staff member Nishant who greeted me first let me try it out before I bought it.
4 de janeiro de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi D A Y F R I FRIDAY, 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
Zak provided an amazing support and…
Zak provided an amazing support and help. Great service overall, extremely pleased!
25 de janeiro de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi .., 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
Laila was quick to respond
Laila was quick to respond, kind and went above and beyond for me after i made a mistake on my delivery information. Thank you!!!
19 de janeiro de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Kristina Drmić, 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
Once I had found the correct number to…
Once I had found the correct number to call IQOS support, Yassine responded to my concern promptly and apart from minor problems associated with the website he was able to take/process my order efficiently 👍👍
14 de abril de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Eric, 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. Marion, IQOS Team
Unreliable delivery
Products are good but company are being severely let down since they switched to DHL for delivery instead of DPD. I spend enough each time to qualify for next day delivery but since the delivery company switch that very rarely happens. I live in the southeast so not a remote area, and DPD never had a problem
14 de abril de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hello Margaret, thank you for taking the time in leaving us a review.
We appreciate your honest feedback and we are sorry that you feel this way.
We are focused in continuously improving our products and services in order to best meet our customers’ expectations.
Once again, thank you for your feedback.
Marion, IQOS Team
Support worker was lovely!
The customer service worker who took my call was lovely, Verry friendly and didn’t push the product at all just gave a good sale pitch. Give her a raise!!
13 de abril de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Lewis Ridgewell, 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
Hi Jason was
Hi, Jason was extremely patient and very helpful. I haven’t experienced such professional support in a while. Thanks, mate!
16 de março de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Joel, 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. Marion, IQOS Team
Switched last July 2025
Switched last July 2025 , transition took about a week. I have only used IQOS since 😁 I love the whole concept of it, no more harsh lingering smoke smell, no ash everywhere. They have a clean crisp taste that hits the spot with the nicotine cravings every time. Will never go back to other forms of smoking now. 100% recommend IQOS
12 de julho de 2025
Avaliação não solicitada
Resposta da IQOS UK
Hi Sharon Jones, 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 some problems with my first order…
had some problems with my first order as the website was having some isssues but Redouane place the order for me. very helpful and professional
10 de abril de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Marian Gojnea, 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
Iqos is a disappointed company and…
Iqos is a disappointed company and their word is to not be trusted!
Disrespect against costumers when have any problem that is because their system still costumer need to pay by time with time/ nervs and untrained staff!
10 de abril de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi George, 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
Excellent Service from Bilal
Bilal was courteous, polite, helpful and understanding.
Bilal also resolved the issue quickly and was able to support with a second request I made at the same time.
Excellent Service
10 de abril de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Simon, 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
Had a faulty illuma/one
Had a faulty illuma/one
Bilal was extremely helpful and polite over the phone to replace it for me
A pleasure to speak to.
Very good customer service 10/10
9 de abril de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Carol Heywood, 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
Never trust anything that is offered to…
Never trust anything that is offered to you on this page (about bonuses, discounts), everything here is a lie and a scam. You will not receive any bonuses or physical gifts, and even if you do receive them, they will not work and you will not be able to use them. This is a scam page. I wrote a review but it can't be published because the page is down. The whole chain is a scam. Delete, block pages like Iqos
9 de abril de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Saidas, we are very sorry you feel this way.
We'd like to stress that we are taking this 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
Ouss was very hellpful
Ouss from.Iqos was very helpful & understanding, I only use veev products and have done for over a year. They have some fantastic offers on pods regularly which is great. Just a shame they now use DHL for delivery instead of DPD, so now state royalmail for delivery!
8 de abril de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Kerry, 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
Device not working
My device was fairly old and Bilal at the help desk was very keen to help me with my problem. He was really attentive and was able to resolve my issues immediately. I have always received great customer support but Bilal was amazing and whilst listening able to understand my issues immediately. Really brilliant customer support from Bilal.
7 de abril de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Abs, 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
They don’t honour promotions included with new kits
After buying the Iluma model, which came with one packet of sticks, I tried to redeem the enclosed special offer, which was 4 packets of sticks for £10. It didn’t work, so after several tries with no success, I contacted customer services only to be told that the offer was no longer available. There is no ‘deadline’ on the offer, just that you have to use it within 90 of purchase - which I was.
They said they had another offer, which was 3 packets for £10, which is still cheaper than the regular price, but it’s not 4 packs - and I wanted to try 4 different flavours to work out which I preferred.
I took them up on the offer if of 3 for £10, but it left a bad feeling about a company that doesn’t honour its promotions. It also made me think that if the original offer was no longer available - how long had it been unavailable? Did that mean that I was sent old stock? Would that affect the sticks if they were out of date?
Possibly not, but as a new customer, in order to retain me, they should have honoured the promotion in the kit I bought. Leaves you feeling that you don’t entirely trust an organisation that behaves like this.
2 de abril de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hello Susan, thank you for taking the time in leaving us a review. We appreciate your honest feedback and we are sorry that you feel this way. We are focused in continuously improving our products and services in order to best meet our customers’ expectations.
Once again, thank you for your
feedback.
Marion, IQOS Team
Really helpful and found a solution to…
Really helpful and found a solution to my problem straight away thank you MAROUANE
6 de abril de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Liberty Kuci, 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
They are making promotions without…
They are making promotions without respecting them, only lies, no vouchers for any referrals
28 de março de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Ionut, we are very sorry you feel this way.
We'd like to stress that we are taking this 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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