'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... ãã£ãšèŠã
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AVOID! Abysmal customer service. Purchased as a first time customer, selected Royal Mail as I knew I would not be in and itâs a lot easier than DHL. Well, they decided to send by DHL anyway. I... ãã£ãšèŠã
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... ãã£ãšèŠã
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Iqos your a saviour, Iâve tried all types of stuff and couldnât 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... ãã£ãšèŠã
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IQOS UK ã«ã€ããŠ
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Welcome to IQOS! If youâre 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.
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- 0800 432 0000
- iqos.com/gb/en
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Jason provided excellent customerâŠ
Jason provided excellent customer service and was very helpful throughout. Really appreciate the support â thank you!
2026幎4æ10æ¥
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IQOS UK ããã®åç
Hi Brooks, 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
Maquina averiada durante 3 semanas peroâŠ
Maquina averiada durante 3 semanas pero buen servicio de cafes
2026幎5æ7æ¥
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IQOS UK ããã®åç
Hello Maria,
Thank you for taking the time to share your feedback. Weâre very sorry to hear about your experience.
Please note that this Trustpilot page relates specifically to IQOS UK. Unfortunately, we donât have access to service systems outside the UK, so weâre unable to investigate or resolve issues relating to other countries.
To ensure you receive the most appropriate support, we kindly recommend contacting the IQOS Customer Care team in your country, who will be best placed to assist you. You can find their contact details on the official IQOS website.
Thank you again for sharing your experience.
Marion, IQOS Team
I had issues with the discount code forâŠ
I had issues with the discount code for Delia subscription. Bilal was very kind and professional and tried to help me sort it. When it still wouldnât work, he promised to escalate it and went on to place an order for my including a discount. I am so grateful to Bilal and his kind manner.
2026幎5æ7æ¥
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IQOS UK ããã®åç
Hi Suzie R, 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
subscription service sucks
subscription service sucks - order over 120£ that normally offers you next day delivery and I have been waiting for my order for 4 days. do not use the subscription service because itâs not easier how you would think
2026幎5æ4æ¥
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IQOS UK ããã®åç
Hi Mateus, 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 âspamâ section of your mailbox.
We hope to hear back from you soon.
Marion, IQOS Team
I am a long standing IQOS customer andâŠ
I am a long standing IQOS customer and have always paid for next day delivery. Dpd would always make an effort to get the parcel to me in time. Since DHL have taken over there's no point in paying for next day delivery as its quicker with the Royal Mail, which is free. Customer service was very little help, although pacified me with a £10 voucher, Jason wasnt able to do anything else
2026幎5æ4æ¥
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IQOS UK ããã®åç
Hello Angela, 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
I had a problem with my IQOS Iluma andâŠ
I had a problem with my IQOS Iluma and Lovely Redouane helped me a lot to solve the problem.
I am happy and it was not annoying at all.
2026幎5æ4æ¥
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IQOS UK ããã®åç
Hi Baharan azadi, 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
Jason who helped me was nice
Jason who helped me was nice, but unfortunately i am not happy with my order, because i ordered on 2nd of may i understand that i ordered after 8pm so i was waiting for my order on 04.06.2026 but it appeared that i will get it on 6th of May, OMG i am really surprised in a bad way. So Jason offered me voucher i really want thank him, and he really made my experience little bit good
2026幎5æ4æ¥
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IQOS UK ããã®åç
Hi Aga Murad Agayev, 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
Solution
Hello Iqos team, I wanna thank Bilal for his support and helping me out with the issue that's occurred with my device. He was very helpful and confident and very respectful. Thanks for your support Bilalâºïž
2026幎5æ2æ¥
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IQOS UK ããã®åç
Hi Zai, 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 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
2026幎5æ1æ¥
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IQOS UK ããã®åç
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.
2026幎4æ30æ¥
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IQOS UK ããã®åç
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
2026幎4æ30æ¥
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IQOS UK ããã®åç
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.
2026幎4æ29æ¥
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IQOS UK ããã®åç
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 âspamâ section of your mailbox.
We hope to hear back from you soon.
Marion, IQOS Team
Good deals and high quality forâŠ
Good deals and high quality for healthier smoking... Well done
2026幎4æ30æ¥
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IQOS UK ããã®åç
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 veryâŠ
I spoke to Mr Bilal and he was very helpful
2026幎4æ30æ¥
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IQOS UK ããã®åç
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 Iâve 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 whoâs 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?
2026幎4æ29æ¥
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IQOS UK ããã®åç
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 byâŠ
Great customer service provided by Jason! Highly appreciated! Thanks!
2026幎4æ29æ¥
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IQOS UK ããã®åç
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 guyâŠ
Very helpfull compared the the guy before
2026幎4æ28æ¥
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IQOS UK ããã®åç
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 myâŠ
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 ððŒ
2026幎4æ28æ¥
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IQOS UK ããã®åç
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 agentâŠ
I had a great experience with the agent Maria, very helpfull and resolved my problem very quickly.
2026幎4æ28æ¥
èªçºçãªã¬ãã¥ãŒ
IQOS UK ããã®åç
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 9âŠ
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!
2026幎4æ23æ¥
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IQOS UK ããã®åç
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
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