I contacted IQOS to get my defective Iluma One replaced. I spoke to Jasmine who was extremely helpful, always courteous and very professional. She is a real asset to the company. I've spoken to her on... Näytä lisää
Yritys on vastannut
Emme tarkista arvosteluissa esitettyjen väitteiden paikkansapitävyyttä, sillä arvostelut ovat arvostelijoiden omia mielipiteitä. Arvostelu voi kuitenkin saada Varmennettu-merkinnän, jos pystymme todentamaan, että arvostelun kirjoittaja on asioinut yrityksen kanssa. Lue lisää
Alustan luotettavuuden varmistamiseksi kaikkien arvostelujen – varmennettujen ja varmentamattomien – on läpäistävä automaattinen seulonta, joka on käynnissä kellon ympäri. Järjestelmä tunnistaa ja poistaa ohjeistustemme vastaisen sisällön – myös arvostelut, jotka eivät perustu aitoon asiointiin. Tiedostamme, että asiattomia arvosteluja saattaa tästä huolimatta päästä läpi. Voit tehdä meille ilmoituksen mistä tahansa arvostelusta, jonka uskot jääneen meiltä huomaamatta. Lue lisää
Katso, mitä arvostelun kirjoittajat sanovat
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... Näytä lisää
Yritys on vastannut
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... Näytä lisää
Yritys on vastannut
Ed was fantastic and helped me troubleshoot my device. Unfortunately, the device was not fixable, but then Ed helped me to purchase a new version with a discount.
Yritys on vastannut
Yrityksen tiedot
Tietoja yrityksestä IQOS UK
Yrityksen kirjoittama
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.
Yhteystiedot
Yhdistynyt kuningaskunta
- 0800 432 0000
- iqos.com/gb/en
4,4
Erinomainen
10 t. arvostelua
Ei viimeaikaisia arvostelupyyntöjä
Tämä yritys ei ole pyytänyt asiakkailtaan arvosteluja viime aikoina, joten arvostelut eivät välttämättä anna kattavaa kokonaiskuvaa
On vastannut 99 %: iin saamistaan huonoista arvosteluista
Vastaa yleensä 24 tunnin sisällä
Kuinka tämä yritys käyttää Trustpilotia
Tutustu arvostelujen ja arvosanojen lähteisiin, pisteytykseen ja moderointiin.
Almost perfect
If sticks are a little bit longer then it will be perfect.
9. syyskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä IQOS UK
Hi Max,
Thanks for your feedback We're always looking for ways to improve.
We've reached out to you privately to offer support. Please check the email address linked to your Trustpilot account, including your spam/junk folder, as our message may have landed there.
We look forward to hearing from you.
Marion, IQOS Team
Vastaus yritykseltä IQOS UK
Hi Frederico, 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
Bilal was very helpful and polite…
Bilal was very helpful and polite remedying my issues.
8. syyskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä IQOS UK
Hi, Michael .
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 visited their pop up store in Romford
I visited their pop up store in the liberty in Romford, ellie was so helpful. She was so friendly and polite. I'm definitely going to use them again.
6. syyskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä IQOS UK
Hi Shannon, 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
On time as usual within time slot and…
On time as usual within time slot and in perfect condition
6. syyskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä IQOS UK
Hello, Brent.
We are very happy to read that you are enjoying your IQOS. 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.
Fabulous customer service with special…
Fabulous customer service with special shoutout to Bilal who couldn’t have been more helpful
5. syyskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä IQOS UK
Hi, ColiB.
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
Hasnaa was super helpful and a perfect…
Hasnaa was super helpful and a perfect representative for IQOS.
Updated - I originally removed a star for difficulty with the payment…but turns out my autofill on mobile was a month out on expiry…so not an IQOS issue at all.
Now 5 stars and well deserved!
4. syyskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä IQOS UK
Hi Mike, 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
Outstanding service in general
Outstanding service in general, but extra care has been done today by Jason from the customer service. Much appreciated for such a high customer care standards.
4. syyskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä IQOS UK
Hi Aleksandr, 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
Appalling customer service, faulty £130 device, and serious data security risks
I am writing this review on behalf of my partner following a dreadful experience with IQOS and their customer support.
We visited the IQOS pop-up kiosk at Westfield White City and purchased a "limited edition" device priced at £130.00, alongside tobacco sticks. Despite spending a considerable amount, the assistant flatly refused any bundle discount, rushed us through without handing over a receipt, and immediately moved on to the next customer.
The product quality and safety are completely unacceptable:
Faulty £130 hardware: The £130 limited edition unit stopped working almost immediately. A replacement was sent out, but that second unit developed faults as well.
Safety hazard: When removing the heated tobacco sticks, the tips become boiling hot—so hot that they actually burned the tips of fingers. There is no clear warning on the packaging about this risk. On top of that, the sticks are poorly made and the fragile tips frequently break off inside the unit.
Dealing with management and customer care has been shocking:
Incomplete refund & broken promises: While they eventually refunded the tobacco sticks he purchased online, they have completely ignored refunding the £130.00 faulty unit. A manager promised a full resolution within 10 days, but it has now been over 5 weeks with zero progress on the hardware refund.
Severe data security risks: He received an email demanding that he send his full name, home address, and complete banking details all bundled together in plain email text. Expecting a customer to transmit sensitive financial and identity data over an unencrypted email rather than handling it securely over the phone is grossly irresponsible.
Rude management: When my partner raised these legitimate security concerns with the manager, the manager constantly spoke over him and refused to listen, to the point where we had no choice but to hang up the phone.
Refusal to take ownership: To cap it all off, the company is now attempting to claiming the Westfield White City pop-up has "nothing to do with them" and that they only operate out of Kensington.
Disowning an official retail location, withholding a £130 refund on two consecutive broken devices, talking over customers, and requesting unsecure banking data is disgraceful. Truly dreadful service from start to finish—avoid this company.
4. syyskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä IQOS UK
Hi Danny, 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
I had an issue where my order was…
I had an issue where my order was showing delivery despite no sign of the delivery.
I contacted customer support and Sakina was brilliant. She checked what went wrong and provided me the tracking information.
3. syyskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä IQOS UK
Hi, Majid.
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
Very friendly and supportive customer…
Very friendly and supportive customer care employee! Thank you
3. syyskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä 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
Customer Service
Needed a new Iqos machine and Lily was of great help, easy to talk to and great attitude!
3. syyskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä IQOS UK
Hi Nadim, 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 customer service
Great customer service! Farouk was very friendly and helpful. He offered me a fantastic deal at a really low price. I'm very happy with the overall experience
3. syyskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä IQOS UK
Hello, Katarzyna. 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.
Bilal from Customer Service was most…
Bilal from Customer Service was most helpful and resolved my issue.
3. syyskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä IQOS UK
Hi S, 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. Marion, IQOS Team
Maria dealt with my 2 queries…
Maria dealt with my 2 queries professionally and efficiently all issues dealt with and resolved
3. syyskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä 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
great customer service experience
3. syyskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä IQOS UK
Hi Wei, 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
Fast with solution and helpful with…
Fast with solution and helpful with everything.
3. syyskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä IQOS UK
Hi, Fabio.
Thank you for your kind words.
Our Customer Care team is always there and happy to support you; via phone, chat or email.
Have a great day.
Marion, IQOS Team
Hasnaa was very patient and helpful.
Hasnaa was very patient and helpful.
3. syyskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä IQOS UK
Hi Miriam, 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
⭐⭐⭐⭐⭐ Daisy was absolutely…
⭐⭐⭐⭐⭐ Daisy was absolutely fantastic—friendly, helpful and very professional. Excellent customer service!
2. syyskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä IQOS UK
Hi, Mehrdad.
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
Vastaus yritykseltä IQOS UK
Hi, Ewa.
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
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