'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
Embora não verifiquemos afirmações específicas porque as opiniões dos avaliadores são pessoais, podemos marcar as avaliações como "Verificadas" quando for possível confirmar que houve uma interação comercial. Leia mais
Para proteger a integridade da plataforma, todas as avaliações em nossa plataforma — verificadas ou não — são analisadas por nosso software automatizado, disponível 24 horas por dia, 7 dias por semana. Essa tecnologia foi concebida para identificar e remover conteúdo que viola nossas diretrizes, incluindo avaliações que não são baseadas em uma experiência real. Reconhecemos que talvez não consigamos detectar tudo e você pode sinalizar qualquer coisa que ache que possamos ter deixado passar. Leia mais
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
A empresa respondeu
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 95% 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.
Maria dealt with my issues quickly and…
Maria dealt with my issues quickly and efficiently
25 de março de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Angela Harrison-Bennett, 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
Extremely Disappointing Service
I am a Platinum member with IQOS and every other month seem to have to spend ages on chat due to issues or glitches with the website. Today I spent over an hour on chat to two representatives as my Platinum discount was not being applied at the checkout. I was ordering two 10 pack multi boxes as part of my order and had to keep writing out which ones I wanted which was tiresome. The first representative added the order, confirmed it and the price after my discount and sent me a payment link but when I tried to use it my discount still was not applied. The second representative then spent ages not coming back to me, I had to go through the whole process again only to tell me the 10 pack mixed bundles aren’t included on the VIP discount even though I’ve ordered them before and the website says they are. He then ends the chat!!! Extremely disappointed
25 de março de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Hayley, 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
Very helpful staff
Very helpful staff. Always a pleasant experience dealing with IQOS
25 de março de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Cha, 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
Vouchers not working
I had a few technical issues when trying to use my vouchers, however all the issues were dealt with by bilal how took the time to go through every step
Thanks
24 de março de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Lance, 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
awful customer service
the Iqos product itself is great! but their customer service is awful
They offer next day delivery but it never works on weekends even if you order on Friday morning, its always delayed (especially with DHL!) and if you complain you get not much help from the customer service. I got offered a 20.- voucher + a free delivery from Marouane but that was a lie, it never happened and when I started the chat today again, Marouane just kicked me out - bad experience
24 de março de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hello Marc, 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
It was lovely
It was lovely. Drinks and free trials were awesome.Zak was great.
23 de março de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Orhan, 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
Prompt reply
My agent is Jason, he is quick and reply fast
23 de março de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Miranda Tang, 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 taste it is better,no to much smoke…
The taste it is better,no to much smoke and it is smell better too. The company it is interested in my experience by sending me messages and even call me.
I enjoyed talking with Ouss ,he gave me some tips to have a greater experience with Icos and to enjoy the flavoir of Terea.
9 de dezembro de 2025
Avaliação não solicitada
Resposta da IQOS UK
Hi Mariana, 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
Marouane has been of great help…
Marouane has been of great help resolving my problem with my delivery
23 de março de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Mr Marc Dessenne, 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
Swift Delivery but idea lacks substance
I ordered my IQOS alumni yesterday and received it today, swift delivery, this is a very good idea only thing I found is the filters last for about 9 puffs and the last two puffs are weak, not long enough for me, I don't think i'm gonna get on with this system.
21 de março de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hello Jack, 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
had a issue with my order but customer…
had a issue with my order but customer service staff member MAROUANE handled my issue with care and helped me get a replacement package sent out
21 de março de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Witches, 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
Maria was very helpful
Maria was very helpful, help me fix my issues within minutes!
21 de março de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Martin Remeník, 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
0star if I could for disgusting service and attitude
0 stars if I could!! The guy on the phone was extremely rude and unprofessional .. his name was ed! Obviously that’s probably a fake name
I’m NEVER RECOMMENDING THIS AWFUL COMPANY UNTIL THEY FIX THE CALIBRE THE HIRE SERIOUSLY!!
20 de março de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Hatem, 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
ICOS…
Very good product easy to use many different flavours I've only been using it for 3 days and I've nearly quit the cigarettes you also get great backup and help from the team ouss was very good and offered plenty of help
20 de março de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Garry Groom, 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 product and all the staff very…
Great product and all the staff very helpful. Jasmine who I spoke too was very polite and pleasant and could answer all my questions. Thanks to everyone at Iqos for all your help.
20 de março de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Ralph Owens, 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
DECEPTIVE MARKETING & DISMAL CUSTOMER…
DECEPTIVE MARKETING & DISMAL CUSTOMER SUPPORT – A TOTAL SUBSCRIPTION SCAM!
Stay away from the IQOS UK subscription service! They are running what I consider to be fraudulent marketing campaigns designed to trick customers.
I was lured in by a massive banner promising 30% OFF my first TEREA subscription order. I placed an order for 5 bundles totaling £350. Instead of the promised £105 discount, their system applied a pathetic 5% (£17.50). When I contacted support to claim the remaining £87.50 that I was overcharged, I was met with corporate greed and rigidity.
Support (agent Bilal) admitted the promotion exists but hid behind "Terms and Conditions," claiming I should have manually entered a code (JOIN30) that was never clearly prompted during the checkout flow. Even though I am a Silver Tier member—which according to their own website entitles me to a 10% discount when subscribing (5% member + 5% extra)—they failed to honor even that basic benefit!
To make matters worse, they claimed a partial refund is "not possible" (a lie for any modern e-commerce platform) and offered a measly £20 voucher as "goodwill." Offering £20 when you’ve effectively overcharged a customer by nearly £90 is an insult.
This is predatory behavior: they lure you with 30% off, charge you full price, and then keep your money while offering "coupons" to force you to spend even more.
Order Reference: 1066455526
Avoid this brand if you value transparency and fair treatment. Disgusting experience.
9 de março de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Mihai, 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
I had a great experience with the…
I had a great experience with the customer service , especially the customer chat where Jason helped me and made everything easy for me to solve the problem , I'm looking forward to use IQOS
19 de março de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Robert Toth, 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 an issue with the iqus and they…
I had an issue with the iqus and they sorter in less then 48h
Verry good
16 de março de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Arthur Brown, 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
Good product.
I started using IQOS device because I got diagnosed with COPD.
Found it strange to start with, enjoying it more now. Also I got a follow up call from OUSS to check and see how am getting on with the device..nice touch.
2 de março de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Kevin Waddell, 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 by Ouss.
16 de março de 2026
Avaliação não solicitada
Resposta da IQOS UK
Hi Dan Silcock, 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
A Experiência Trustpilot
Qualquer pessoa pode deixar uma avaliação na Trustpilot. Quem escreve uma avaliação tem a possibilidade de editá-la ou excluí-la a qualquer momento. As avaliações serão exibidas enquanto a conta estiver ativa.
As empresas podem solicitar avaliações enviando convites automáticos. Se classificadas como "verificada", significa que as experiências são verdadeiras.
Saiba mais sobre outros tipos de avaliações.
Contamos com pessoas dedicadas e tecnologia inteligente para proteger nossa plataforma. Descubra como combatemos avaliações falsas.
Saiba mais sobre o processamento das avaliações da Tustpilot.
Aqui estão 8 dicas para escrever ótimas avaliações.
A verificação ajuda a garantir que pessoas reais estejam escrevendo as avaliações publicadas no Trustpilot.
Oferecer incentivos por avaliações ou pedir por elas seletivamente pode distorcer o TrustScore, o que vai contra nossas diretrizes.