I talked with Tina, she was very helpful and very quick in all her responses the best thing you can expect from customer support. My problem was resolved without a lot of back and forth she understo... Toon meer
Bedrijf heeft geantwoord
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Lees wat reviewers zeggen
My order payment link never arrived in my inbox on 2 consecutive days. On both occasions the advisers said there was an IT problem which would be rectified by the evening. It wasn't, then my order w... Toon meer
Bedrijf heeft geantwoord
Twice ordered, first time refund after more than two weeks,.Second order, same thing, still waiting for refund! Explanation:Struggling with delivery companies. Expected refund, more than 16 days..I'm... Toon meer
Bedrijf heeft geantwoord
Bilal was amazing guideing me thought a difficult situation due to things not going through due to storm he was very informed and helped me choose my new device and check my subscription. Very profess... 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
10K reviews
Geen recente geschiedenis van het vragen naar reviews
Dit bedrijf heeft hun klanten niet recentelijk uitgenodigd, dus reviews zijn mogelijk niet representatief
Heeft 99% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 24 uur
Zo gebruikt dit bedrijf Trustpilot
Ontdek hoe ze hun reviews verzamelen, beoordelen en modereren.
This is the worst website I have used…
This is the worst website I have used this year.
There are at least 20 things wrong with it. I can't be bothered wasting my time to list them. Don't waste your time with this mickey mouse website.
I left without making a purchase, entirely the fault of a website created by marketing idiots
1 november 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hello Farid, 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
Very friendly service
I’ve had a problem with one of my orders and Marouane was really helpful and replaced the faulty items.
31 oktober 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Alex, 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
Extremely disappointing customer…
Extremely disappointing customer service – Order never received
I am extremely disappointed with my experience with IQOS.
My order was marked as delivered by DPD on 25 October 2026, supposedly to my neighbour. However, my neighbour confirmed that they did not have my parcel.
They even showed me footage from their Ring doorbell camera, which clearly showed the delivery driver approaching the property, ringing the doorbell and then walking away with my parcel.
Since then, I have contacted IQOS customer service multiple times, but nobody has actually resolved the issue.
I was initially told that within 3 days I would either receive a replacement, a refund or an update. That deadline passed, and I still had nothing.
Every time I contacted customer service, I received apologies, repeated explanations and promises that my case had been escalated. One agent even ended the chat without providing any solution. Another told me they were experiencing technical issues and could not access my case.
I have spent far too much time chasing a company for an order that I paid for but never received.
I am not asking for anything unreasonable. I simply want the product I paid for or my money back.
The lack of communication, accountability and customer care has been incredibly frustrating.
Based on my experience, I cannot recommend IQOS.
25 oktober 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hello Marta, we are very sorry you feel this way.
We'd like to stress that we are taking this really seriously. 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
Payment link problems
My order payment link never arrived in my inbox on 2 consecutive days. On both occasions the advisers said there was an IT problem which would be rectified by the evening. It wasn't, then my order was cancelled. I phoned a third time and fortunately a helpful adviser named Daisy was sympathetic to my problems. She sent the link and waited while I checked that the payment link had arrived. She then made sure my payment was received so my order was placed. She also apologised for the problems I had encountered and was polite and friendly.
30 oktober 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Linda Parry, 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 customer service from Iqos is…an example of what good customer service is
The customer service from Iqos is great. Been using the product for years and whenever I needed assistance it was always easy and effective. Tonight MAROUANE was just a delight, fast, efficient etc.
30 oktober 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Andries Vermeulen, 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
Well I really struggled with trying to…
Well I really struggled with trying to do my order online and it was really frustrating, so I called and the lovely Redouane really helped me out, and it was then not a painful experience. What a lovely disposition Redouane had, a real credit to your company, and hopefully when I have future problems with online ordering, as no doubt I will, Redouane will be answer the call.
28 oktober 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Sharon, 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
Spoke to daisy excellent customer…
Spoke to daisy excellent customer service
30 oktober 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Ali, 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
Order missing, phantom neighbours, and "technical issues"—Appalling service
I am writing this out of sheer frustration with IQOS customer service regarding order number 1083906265 (valued at £25).
My order never arrived. When I called, an agent claimed it was delivered to a "neighbour" but could provide no name, no details, and no proof of delivery. I was explicitly promised a replacement within three working days, which never arrived.
When I called back to follow up, I was given the convenient excuse that they are experiencing a "technical issue" and cannot view my account. They have taken my money, failed to deliver the goods, and are now hiding behind a system blackout to avoid issuing a refund.
I have now been forced to open a formal dispute with PayPal to get my money back. Absolutely unacceptable way to treat customers. Avoid.
24 oktober 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hello Nikol, we are very sorry you feel this way.
We'd like to stress that we are taking this really seriously. 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
Antwoord van IQOS UK
Hi Maggie Birch, 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
Sakina was really helpful and solved my…
Sakina was really helpful and solved my issue quickly and efficiently
29 oktober 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi customer, 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 care
Great customer care. Always helpful and friendly.
30 oktober 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Erica, 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
Really attentive and helpful
Really attentive and helpful. Bilal understood my complaint and dealt with it promptly and efficiently, and even managed to get me a better deal. Very happy with the outcome.
29 oktober 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Jorge Saavedra, 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
Antwoord van IQOS UK
Hi nakshatra shandilya, 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 have ordered online a week ago
i have ordered online a week ago , nothing arrived yet , after i was getting in touch with costumer care , they could not give me answer just delayed again to wait 3 working days for investigation. so you pay get nothing and you wait this iqos is not s serious company is a scam apart from the sell cancer
29 oktober 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hello Attila, we are very sorry you feel this way.
We'd like to stress that we are taking this really seriously. 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
Great service by Emily I believe her…
Great service by Emily I believe her name was who was working on a late shift yesterday in Manchester arndale very lovely lady who did a great job
28 oktober 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Hamza, 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
Order Process handled
Had a lovely conversation with Ed, who helped me through the ordering process and helped with the promo code issue. Kudos to Ed as the whole experience was much smoother than expected
28 oktober 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Haroon Rasheed, 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
customer service
I was connected to customer service agent without any waiting time. Azzy was very helpful and resolved my issue straight away.
28 oktober 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Plamen, 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 👌
As a long term customer of IQOS I’ve always found their website easy to navigate and the next day delivery service reliable.
Daisy dealt with my problem today efficiently and with charm and is a credit to the company - many thanks 😊
28 oktober 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Crackers, 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
Thank you so much Jihane for the best…
Thank you so much Jihane for the best customer service.
28 oktober 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Roberto Radulescu, 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
Ed the Customer Service Advisor on the…
Ed the Customer Service Advisor on the telephone dealt with my query swiftly and efficiently.
28 oktober 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Richard, 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
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