Latiya was fantastic, she showed me the different models of heat sticks and helped me find my favourite colour. She let my friend sit and gave her water because she had tension headaches. AbdulAziz th... Ver mais
A empresa respondeu
Embora não verifiquemos reivindicações específicas uma vez que os autores têm direito a ter a sua opinião, podemos classificar as opiniões como "Verificadas" quando conseguimos confirmar a ocorrência de uma interação com a empresa. Saber mais
Para proteger a integridade da plataforma, todas as opiniões na nossa plataforma (verificadas ou não) são analisadas pelo nosso software automatizado 24 horas por dia, 7 dias por semana. Esta tecnologia foi concebida para identificar e remover conteúdos que violam as nossas diretrizes, incluindo opiniões que não se baseiam numa experiência real. É possível que não consigamos dar conta de tudo, pelo que poderá sinalizar alguma coisa que ache que nos possa ter escapado. Saber mais
Leia as opiniões dos outros
I had a subscription which I updated and it only triggered once. Going on the website and trying to edit it triggers a chain of errors, not doable. I ordered manually yesterday, got billed, but I didn... Ver mais
A empresa respondeu
After 3 prior attempted resolutions finally Ms Daisy helped find a solution. The issue had been with Iqos IT systems where payment links were not being received. Finally ms Daisy sent to an alternat... Ver mais
A empresa respondeu
When the AI bot couldn't help, I was immediately transferred to a person. Maria, the person who helped went through everything and sorted the problem out, gave me all the information I needed and made... Ver mais
A empresa respondeu
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
10 mil opiniões
Sem histórico recente de solicitação de opiniões
Esta empresa não convidou os clientes recentemente, pelo que as opiniões podem não ser representativas
Respondeu a 99% das suas opiniões negativas
Geralmente responde em 14 horas
Como esta empresa usa o Trustpilot
Veja como as respetivas opiniões e classificações são obtidas, classificadas e moderadas.
I rang Iqos due to a faulty machine a…
I rang Iqos due to a faulty machine a lady called Jasmine diagnosed the issue for me very quickly and the matter was fixed very quickly thanks
1 de julho de 2026
Opinião espontânea
Resposta da IQOS UK
Hi Alshad , thank you so much for sharing your experience and for all the positive feedback. It makes us very happy that
you have sorted out a convenient solution for you with Ben. Also, we will pass on the nice words to him.
Indeed, we do strive in continuously improving our products and services in order to offer the best IQOS experience to our customers and we are glad that you are enjoying yours so far. 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!
👍🏻👍🏻👍🏻👍🏻👍🏻👍🏻👍🏻👍🏻👍🏻👍🏻
24 de junho de 2026
Opinião espontânea
Resposta da IQOS UK
Hi, 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
IQOS have turned weird, then weirder.
I have been an IQOS customer for a few years. They've turned totally weird. The "Gold" club membership now gives a lower discount than a multi buy. So I've cancelled my subscription as it's no longer worth having.
Then the problems start. My last subscription delivery, which was always sent through DPD previously, with no issues, was sent through Parcelforce this time. I waited in 2 days, they never showed, claiming I wasn't in the first day (a lie) and secondly the address was inaccessible????
Through Royal Mail's online tracking they tell me to arrange a new delivery or pick up from the local depot. I have no delivery card, because they never posted a card through my door....there was no attempt to deliver, so I do not know where it is. There are several possibilities locally.
I've asked IQOS for the £300 refund....but ridiculously they claim to have no record of my email address.... despite me using this for a few years, the one I log into my IQOS account through and the one IQOS send emails to me through!!!
I've now got to take steps to recover my money while the parcels sits in whatever depot Royal Mail or Parcel Force have taken it to.
I will in future just buy at full price from the local shops.
Update: IQOS tried to get this review removed because they reckon it's not genuine. Order ref. 1074761557
30 de junho de 2026
Opinião espontânea
Resposta da IQOS UK
Hi John, we are very sorry you feel this way.
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
live chat was very helpfull
live chat was very helpfull, i managed to get a replacement pocket charger as mine stopped working. Very quick and easy to use
30 de junho de 2026
Opinião espontânea
Resposta da IQOS UK
Hi, Seba.
Thank you for your kind words, 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.
Marion, IQOS Team
Bilal was very helpful polite
Bilal was very helpful polite and understanding he resolved my problem as I had put the wrong door number on my order and he escalated it to amend it and assured me it would be delivered to the correct address. Bilal also explained about subscriptions as it would work out cheaper very pleased excellent customer service 👏
30 de junho de 2026
Opinião espontânea
Resposta da IQOS UK
Hi Stella, 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 Ben. Also, we will pass on the nice words to him.
Indeed, we do strive in continuously improving our products and services in order to offer the best IQOS experience to our customers and we are glad that you are enjoying yours so far. 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
Amazing
Quick delivery, good products and very nice and useful customer service. Thank you Daisy for your support.!
30 de junho de 2026
Opinião espontânea
Resposta da IQOS UK
Hi Anna, 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
AZZY ! Great experience on how to accommodate…
Great experience on how to accommodate and assist me. He is very patient and helpful. Five STAR ⭐⭐⭐⭐⭐ to you AZZY!!!
30 de junho de 2026
Opinião espontânea
Resposta da IQOS UK
Hi Raymar, 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
She is very kind and helpfull this is…
She is very kind and helpfull this is good experiance to me thanks💕
30 de junho de 2026
Opinião espontânea
Resposta da IQOS UK
Hi Esra, 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
Fadwa was super fruendly and helpful.
Fadwa was super fruendly and helpful.
30 de junho de 2026
Opinião espontânea
Resposta da 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
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 de junho de 2026
Opinião espontânea
Resposta da 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 de junho de 2026
Opinião espontânea
Resposta da IQOS UK
Hi Edit, 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
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 de junho de 2026
Opinião espontânea
Resposta da IQOS UK
Hi Silvia, 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
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 de junho de 2026
Opinião espontânea
Resposta da IQOS UK
Hi Helen, 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
Contacted Iqos about a replacement…
Contacted Iqos about a replacement pocket charger, replacement charger was ordered. Bilal made the whole process very easy.
26 de junho de 2026
Opinião espontânea
Resposta da IQOS UK
Hi, Danny.
Thank you for your kind words, 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.
Marion, IQOS Team
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 de junho de 2026
Opinião espontânea
Resposta da IQOS UK
Hi, Paul.
Thank you for your kind words, 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.
Marion, IQOS Team
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 de junho de 2026
Opinião espontânea
Resposta da IQOS UK
Hello, Alice. We are very happy to read that you are enjoying your IQOS and that you are satisfied with our services. Indeed, with IQOS, our aim is to provide adult smokers with better alternatives than cigarette smoking and a smooth switching process.
Have a good day.
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 de junho de 2026
Opinião espontânea
Resposta da IQOS UK
Hi, Cerrone.
Thank you for your kind words, 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.
Marion, IQOS Team
Farouk was very polite and his…
Farouk was very polite and his communication was excellent.
26 de junho de 2026
Opinião espontânea
Resposta da IQOS UK
Hi Margarita, 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 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 de junho de 2026
Opinião espontânea
Resposta da IQOS UK
Hi Mark, 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 Maria.
Indeed, we do strive in continuously improving our products and services in order to offer the best IQOS experience to our customers and we are glad that you are enjoying yours so far. 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
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 de junho de 2026
Opinião espontânea
Resposta da 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
A Experiência Trustpilot
Qualquer pessoa pode escrever uma opinião na Trustpilot. As pessoas que escrevem opiniões têm direito a editá-las ou eliminá-las a qualquer momento. Estas opiniões serão exibidas enquanto uma conta estiver activa.
Contamos com uma equipa especializada e tecnologia inteligente para proteger a nossa plataforma. Descubra como combatemos opiniões falsas.
Leia mais sobre como processamos as opiniões na Trustpilot.
Aqui estão 8 dicas para escrever óptimas avaliações.
A verificação pode ajudar a garantir que são pessoas reais a escrever as opiniões que lê no Trustpilot.
Oferecer incentivos em troca de opiniões ou solicitá-las selectivamente pode distorcer o TrustScore, o que vai contra as nossas directrizes.