I was not happy with product life circle- in my pocket charger magnet stopped working exactly after 1 year. But their customer support was perfect - manager Lily was able to solve the problem in the... Ver mais
A empresa respondeu
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Leia as opiniões dos outros
Great service, Mahdi is been really helpful with resolving issue with my ILUMA device. Been costumer of this company for more than 5 year now and they never let me down. Any time I have an issue... Ver mais
A empresa respondeu
Redouane provided a masterclass in customer service. I was trying to verify my account to order a sample bundle of the x-low samples when I got stuck on the verify stage. Within 10 seconds of clicking... Ver mais
A empresa respondeu
Customer service very poor. Got invited to do a survey for IQOS with a promise of a £10 Amazon voucher, did the survey and got nothing. Tried to chase things up through chat, was told issue was bei... Ver mais
Informações sobre a 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 contacto
Reino Unido
- 0800 432 0000
- iqos.com/gb/en
4,4
Excelente
9 mil opiniões
Sem histórico de convites para avaliação
Esta empresa não convidou os clientes, pelo que as opiniões podem não ser representativas
Respondeu a 96% das suas opiniões negativas
Geralmente responde em 48 horas
Como esta empresa usa o Trustpilot
Veja como as respetivas opiniões e classificações são obtidas, classificadas e moderadas.
I had a chat with an agent named Omar…
I had a chat with an agent named Omar who dealt with my issues incredibly quick. Polite, and fast responses. Great customer service.
21 de maio de 2026
Opinião espontânea
Resposta da IQOS UK
Hi Jamie, 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
Turquoise terea sticks very…
Turquoise terea sticks very inconsistent with flavour, depending on manufacturing date, Some are great then some are awful! some even hurt your mouth & throat after a few.
At the point now after 6 year's first heets now terea I'm thinking about just moving on to Vapes.
21 de maio de 2026
Opinião espontânea
Resposta da IQOS UK
Hello Steven, 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 very positive experience today…
I had a very positive experience today with IQOS customer support. Agent Omar was extremely helpful, professional, and resolved my issues efficiently.
8 de abril de 2026
Opinião espontânea
Resposta da IQOS UK
Hi Caleb Chung, 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
Explained I had a missing parcel and…
Explained I had a missing parcel and had been told by one of his colleagues that a replacement was being sent, but I had no tracking reference for the replacement. He said he understood the issue and would look into it. After much back and forth he came back to me to share the tracking reference and that the parcel would be delivered to my work address. Thanking him, I logged into Royal Mail to check the number and it's the reference for the missing parcel!! Waste of time.
20 de maio de 2026
Opinião espontânea
Resposta da IQOS UK
Hi Malcolm, 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
Mehdi was really helpful
Mehdi was understanding, helpful and communicated clearly
20 de maio de 2026
Opinião espontânea
Resposta da IQOS UK
Hi Jacob L, 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
Bilal was extremely supportive and…
Bilal was extremely supportive and handled my order issue in a quick and professional manner.
16 de abril de 2026
Opinião espontânea
Resposta da IQOS UK
Hi Colin, 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
Happy customer 🌟
Assisted quickly by Redouane.
Helpful & friendly, sorted everything 😊
19 de maio de 2026
Opinião espontânea
Resposta da IQOS UK
Hi charlotte , 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
Maria was very helpful and resolved my…
Maria was very helpful and resolved my issues.
19 de maio de 2026
Opinião espontânea
Resposta da IQOS UK
Hi Mr Salisbury, 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
Thanks for the great customer support…
Thanks for the great customer support to Redouane!
19 de maio de 2026
Opinião espontânea
Resposta da IQOS UK
Hi MR V SHALAMANOV, 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
Farouk at Customer Services was…
Farouk at Customer Services was attentive & eager to ensure my issue was dealt with effectively & in a timely manner. He also followed up with a phone call the following day to ensure everything had gone smoothly. I was very impressed with this level of attention. Thank you kindly.
19 de maio de 2026
Opinião espontânea
Resposta da 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
Jasmine was great!
Jasmine was great!
I called for ordering a device and couple of packs. She provided me with the best possible offers.
Thank you Jasmine and IQOS team.
18 de maio de 2026
Opinião espontânea
Resposta da IQOS UK
Hi Mr Ali Reza Alizada, 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
Helpful
Saad was a great help, professional and prompt with my iqos one device replacement.
18 de maio de 2026
Opinião espontânea
Resposta da IQOS UK
Hi Helena Jaafar, 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
Service is great
18 de maio de 2026
Opinião espontânea
Resposta da IQOS UK
Hi Olga Eremenko, 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
Omar was very helpful
Omar was very helpful. The IQOS website was experiencing issues and he helped be with my order being completed fully.
17 de maio de 2026
Opinião espontânea
Resposta da IQOS UK
Hi Cholo Escuincle, 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've had a great experience today with…
I've had a great experience today with Iqos UK customer service, Agent Omar was really supportive and handled my issues professionally.
17 de maio de 2026
Opinião espontânea
Resposta da IQOS UK
Hi Ahmed Salem, 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
Resposta da IQOS UK
Hi Jafar, 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
Customer 'Nightmare vs Care'
'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 unique understanding. This gentleman set the bar very high to his peers. His professionalism feels personal, his communication skill is warm and hearty. He has great talents and skills and in my opinion, Bilal shouldn't be behind a desk answering phone calls, Bilal should be sited at IQOS Boardroom where his many talents can shine, be exposed and be used! Thank you Bilal and may you prosper in all your doings.
15 de maio de 2026
Opinião espontânea
Resposta da IQOS UK
Hi Madlen Acar, 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
Made contact with customer services…
Made contact with customer services today due to not being able to view my account page. In the first instance I was met with an AI agent of which I’m not a fan. Thankfully after a few moments I was transferred to the lovely Redouane, Redouane solved my problem quickly, provided me with impeccable customer service throughout.
16 de maio de 2026
Opinião espontânea
Resposta da IQOS UK
Hello Terry, thank you for your review.
As part of our ongoing efforts to improve our customer experience, we would like to learn more about your feedback and provide you with the appropriate support.
We have contacted you privately via the email address linked to your Trustpilot account. Kindly check your inbox (and your spam/junk folder) for our message.
We hope to hear from you soon.
IQOS Team
very friendly and competent
16 de maio de 2026
Opinião espontânea
Resposta da IQOS UK
Hi Ilenia, 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
Sinceramente un timo. No dura nada
Sinceramente, muy decepcionada con este modelo, porque no dura nada el cigarrillo. Mi antiguo Iqos funciona por más de 5 minutos. Pensando que quizás estaba defectuoso procedí a un cambio y así he podido comprobar que efectivamente este nuevo modelo aguanta solo 3 minutos. Encima he tenido que aguantar la sorna de la llamada telefónica con la comercial que casi se ha reído cuando le he contado mi descontento por el tema de la poca durabilidad. Se lo he explicado: tan ridículo como suena, Yo cronometrando y contando caladas y me dice: 20 caladas? Eso es imposible! Le digo si pone en duda lo que le estoy diciendo y me dice que no, que el nuevo modelo está programado para 12 caladas o 5 minutos y que si me ha duraso menos es por la intensidad de mis caladas Seguramente. no me ha dado ningun tipo de solucion mas que probar de devolver el modelo en el estanco donde lo compré. Un timo total. No lo recomiendo para nada. Y el trato recibido con ella un cero.
15 de maio de 2026
Opinião espontânea
Resposta da IQOS UK
Hi Gemma,
Thank you for sharing your feedback, and we’re sorry to hear about the difficulties you’ve encountered.
As this page is for IQOS UK, we unfortunately don’t have access to systems or policies related or support processes in Spain. To ensure you receive the most accurate assistance, we kindly recommend reaching out to the IQOS Customer Care team in your country of residence.
You can find the contact details for IQOS Spaun on their official website.
We understand how frustrating this situation must be and hope the local team can help resolve it quickly for you.
Warm regards,
The IQOS UK Team
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