I had a very nice call with Fadwa.Very appreciate, that she told me more about the new Terea products available and helped me to choose the right ones for me to try.She was very helpful and informativ... Toon meer
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Lees wat reviewers zeggen
Ed was fantastic. He was polite, friendly and patient whist looking into a question I had concerning an email I received from Iqos today and our call came to a satisfactory conclusion in a timely m... Toon meer
First order from them. Cruelly cocked up, sending a withdrawals suffering customer a single tub of 10 ZYN rather than the order of 10 tubs of regular size. Live chat handler "Maria" needed me... Toon meer
Bedrijf heeft geantwoord
Always an excellent service received from iqos service desk. Any issues resolved quickly through to completion. Tina was great yesterday when I had a question and wanted to change my subscription d... Toon meer
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
9K reviews
Geen recente geschiedenis van het vragen naar reviews
Dit bedrijf heeft hun klanten niet recentelijk uitgenodigd, dus reviews zijn mogelijk niet representatief
Heeft 98% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 24 uur
Zo gebruikt dit bedrijf Trustpilot
Ontdek hoe ze hun reviews verzamelen, beoordelen en modereren.
Fadwa was super fruendly and helpful.
Fadwa was super fruendly and helpful.
30 juni 2026
Review zonder uitnodiging
I am extremely disappointed with my…
I am extremely disappointed with my experience.
I placed an order on 14 June and never received it. Despite contacting customer service multiple times, I was repeatedly told that my case was being investigated and that I would receive a refund within 72 hours. This never happened.
It has now been over two weeks, and I still have not received my order or my money back. There has been no proper resolution, no clear updates, and no accountability for the delay.
The customer service experience has been frustrating and unhelpful. I had to chase them just to get basic information constantly, and even then, nothing was resolved.
At this point, I am still waiting for my refund, which is unacceptable for a company of this size. I expected far better service and reliability.
I would not recommend based on my experience.
29 juni 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Ioana, 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
STRATFORD WESTFIELD
STRATFORD WESTFIELD
The staff are fantastically helpful,patient,friendly👍
Their helpfulness is impressive.
Thank you very much🙏
/Edit Berenyi&Sandor Torok/
29 juni 2026
Review zonder uitnodiging
Maria resolved my issue quickly and I'm…
Maria resolved my issue quickly and I'm pleased with the service and outcome she provided.
29 juni 2026
Review zonder uitnodiging
Roudane,a member of Icos was really…
Roudane,a member of Icos was really helpful and friendly. He wrote down my complaint and was compassionate to me. Tks 👍
29 juni 2026
Review zonder uitnodiging
Contacted Iqos about a replacement…
Contacted Iqos about a replacement pocket charger, replacement charger was ordered. Bilal made the whole process very easy.
26 juni 2026
Review zonder uitnodiging
Had a few issues using website on my…
Had a few issues using website on my mobile, called IQOS UK who were very helpful and resolved issue. Also Veev in Prime stopped working, BILAL went through test of device and asked for it to be returned. Replacement arriving tomorrow. Except customer service.
27 juni 2026
Review zonder uitnodiging
I meet a really nice lady that works at…
I meet a really nice lady that works at the iqos in Westfield Stratford and she convinced me to buy the Levia Bluberry and it was the best choice and her name is Mya
27 juni 2026
Review zonder uitnodiging
Amazing customer service
Ian the call was extremely knowledgeable of the devices
He helped me chose and got the colour I wanted thank ypu
20 juni 2026
Review zonder uitnodiging
Farouk was very polite and his…
Farouk was very polite and his communication was excellent.
26 juni 2026
Review zonder uitnodiging
customer service agent Maria
Great customer service Maria was very helpful and knowledgeable explained the process and that delivery would be redirecting to my new address. GREAT SERVICE
26 juni 2026
Review zonder uitnodiging
The customer care experience is…
The customer care experience is annoying when it comes to vouchers, they solve the issue but never on the spot, I have to wait 3 or more days.
And for the last 4 referral vouchers, I had to wait too long, IQOS is not doing their job in sending your vouchers automatically.
26 juni 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hello, 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
Daisy was very helpful and patient with…
Daisy was very helpful and patient with my questions
26 juni 2026
Review zonder uitnodiging
Recycling pods
Arranging to recycle my pods was simple and Ed was very helpful
25 juni 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi, 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 service
25 juni 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Emilian, 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.
Have a great day.
Marion, IQOS Team
Antwoord van IQOS UK
Hi Maria, 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
Goodwill about my complain
Regarding my previous review about warranty and broken device I have been called bu Farouk and he helped me a lot , he ordered a new device for me straight away I am happy for their goodwill
25 juni 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Deniz, thank you so much for sharing your experience and for all the positive feedbacks. It makes us very happy that
you have sorted out a convenient solution for you with Farouk. We will pass on the nice words to him.
We are always here to help, therefore, do not hesitate in getting back in touch with us if needed.
Once again, thank you and all the best! Marion, IQOS Team
Terrea are good but the device is god…
Terrea are good but the device is god awful, the option to pause is just stupid. So many times accidentally paused the induction only to be running my finger countlessly trying to un-pause it, you had a great device previously and adding stupid non needed tech has just ruined so many Terrea for me.
25 juni 2025
Review zonder uitnodiging
Antwoord van IQOS UK
Hello, 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
Very promt and friendly service
Very promt and friendly service. Thank you ED
24 juni 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Jacqueline, 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.
Have a great day.
Marion, IQOS Team
Happy terea
Hello, today I have
was contacted by a representative of yours ,named Farouk with whom I
had a friendly conversation and it was a great pleasure to talk ! I am a Terea customer and I like your products!
24 juni 2026
Review zonder uitnodiging
Antwoord van IQOS UK
Hi Radu, thank you so much for sharing your experience and for all the positive feedbacks. It makes us very happy that
you have sorted out a convenient solution for you with Farouk.
We are always here to help, therefore, do not hesitate in getting back in touch with us if needed.
Once again, thank you and all the best! Marion, IQOS Team
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