I use the veev devices and they clog up so easily , half the cartridges don’t even work when you buy them and their customer service is atrocious. Their rewards program offers all sorts of prizes and... See more
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
It was a great decision to switch from cigarettes to IQOS, and I still love it. However, it's true that several sticks are unsmokable. Sometimes, there are several sticks even in one pack that are imp... See more
Company replied
I think you need a serious review of your internal processes especially the whole supply chain with your device distribution and order tracking as clearly you may be loosing devices , customers... See more
Company replied
Excellent customer service I damaged my iqoos in 3days got replacement next day. I also got good advice on selection of heets. Thank you for excellent product snd service.
Company details
Written by the company
Philip Morris International (“PMI”) offre un portafoglio di prodotti senza fumo, supportati da un’ampia documentazione scientifica. La nostra visione è che i prodotti senza fumo in un futuro prossimo sostituiranno le sigarette. 1. Fumare sigarette nuoce gravemente alla salute e provoca dipendenza. Senza dubbio, la scelta migliore per i fumatori è quella di abbandonare del tutto l’uso del tabacco e dei prodotti contenti nicotina. 2. I minorenni non devono utilizzare prodotti del tabacco o contenenti nicotina. 3. I nostri prodotti senza fumo sono destinati a tutti gli adulti che altrimenti continuerebbero a fumare o a utilizzare altri prodotti contenenti nicotina. 4. Non proponiamo i nostri prodotti senza fumo a coloro che non hanno mai utilizzato o hanno smesso di utilizzare prodotti contenenti tabacco o nicotina. I nostri prodotti senza fumo non sono alternative allo smettere né sono stati concepiti come strumenti di supporto alla cessazione. 5. I nostri prodotti senza fumo non sono privi di rischi e contengono nicotina, sostanza che crea dipendenza. Passare ai prodotti senza fumo rappresenta comunque una scelta migliore rispetto alle sigarette tradizionali. 6. Supportiamo gli adulti che hanno scelto di utilizzare i nostri prodotti senza fumo nel processo di completa transizione attraverso un’attività informativa e di orientamento. 7. Per usufruire dei benefici dei prodotti senza fumo, i consumatori devono utilizzarli in modo esclusivo e abbandonare definitivamente le sigarette. 8. Forniamo ai consumatori tutte le informazioni rilevanti sulla sicurezza dei nostri prodotti senza fumo.
Contact info
3.2
Average
4K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 61% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Liars
I use the veev devices and they clog up so easily , half the cartridges don’t even work when you buy them and their customer service is atrocious. Their rewards program offers all sorts of prizes and I am at my sixth spin to win and yet to receive a single gift card.
June 19, 2026
Unprompted review
Reply from IQOS IT
Hi, thanks for your feedback. We are very sorry for what happened. We'd love to learn more, so please contact us to explain all the details by contacting IQOS Support via Live Chat on iqos.com. Have a good day!
Thing broke after one day
January 2, 2026
Unprompted review
Reply from IQOS IT
Ciao Endri, we are sorry that you are not satisfied with your experience.
We remind you that you can contact IQOS customer service through:
- via toll-free number 800 226 042,
- via Live Chat on iqos.com.
Have a nice day
Next level of incompetence
I think you need a serious review of your internal processes especially the whole supply chain with your device distribution and order tracking as clearly you may be loosing devices , customers because of broken procedures and incompetence
1) I ordered a device (trial, 14 days), I never received
2) I informed you on this 5-6 times
3) You said you will fix it, but didn’t
4) IQOS tried to take payment without delivering the goods
Question : Are you going to fix or what’s the deal here ? Incompetence from your outsourced teams ? You don’t have oversight of your own processes ? Or just plain vanilla stupidity?
July 21, 2025
Unprompted review
Reply from IQOS IT
Hi Konstantin,
We're truly sorry about what happened.
However, we must inform you that this channel is reserved for the Italian market.
For this reason, we can't help you. We recommend using the dedicated channel.
Have a nice day.
CHEATS
They send a personal email invite with an offer of a £10 voucher for a seven minute survey. I answer half the survey, giving them my data, and they then say I do not qualify.
July 15, 2025
Unprompted review
Reply from IQOS IT
Hi Mark, thanks for your feedback.
We are very sorry for what happened.
We'd love to learn more, so please contact us to explain all the details by contacting IQOS Support:
- via toll-free number 800 226 042,
- via Live Chat on iqos.com.
Have a good day
Loyal Customer Betrayed – Forced to Pay Again for New Device!
IQOS UK is an absolute disgrace. I’ve spent over £150 on two IQOS devices and accessories, and have been regularly buying Heets ever since. Now they’ve decided to suddenly stop making Heets, effectively making my devices completely useless.
And what’s their response? “Recycle your old devices and buy the new Iluma.” That’s it. No offer of replacement, no upgrade discount, nothing. Just a money grab disguised as a product update.
Their customer service is a joke – robotic replies, no empathy, and zero accountability. They clearly don’t care about their customers. All they care about is pushing you to spend more money, even if you’ve already invested in their products.
IQOS has shown they have no loyalty, no respect, and no interest in customer satisfaction. If you’re thinking of switching to IQOS – don’t bother. You’ll just get ripped off and left behind like the rest of us.
Shame on IQOS.
April 8, 2025
Unprompted review
Lot of money going to terea i buy…
Lot of money going to terea i buy cartons of terea sometimes good and more than sometimes veryyyyy bad before yesterday I buy 20 amber all of them like wind please iqos italy try to do something
Thx
February 18, 2025
Unprompted review
Reply from IQOS IT
Hi Mo B, we are sorry that you are not satisfied with your experience.
We remind you that you can contact IQOS customer service through:
- the toll-free number 800 226 042
- the live chat on iqos.com
Have a nice day
A great device, but the sticks
It was a great decision to switch from cigarettes to IQOS, and I still love it. However, it's true that several sticks are unsmokable. Sometimes, there are several sticks even in one pack that are impossible to smoke, which is very frustrating. I recently bought an IQOS Iluma, thinking that the problem would be solved, but even in this generation, there are such sticks. Strange.
June 8, 2024
Unprompted review
Reply from IQOS IT
Hi Karina, thanks for your feedback.
We are very sorry for what happened. We'd love to learn more, so please contact us to explain all the details by contacting IQOS Support via Live Chat on iqos.com.
Have a good day!
Reply from IQOS IT
Hi Charles, we are happy to hear your experience was satisfying.
You can stay updated about the news on the official IQOS Italia social channels:
- Instagram (https://www.instagram.com/iqos_it/)
- YouTube (https://www.youtube.com/c/IQOSItalia)
Join IQOS Club to have access to the content reserved for the community.
Have a nice day!
Points is a lie
I bought Iqos and my tutor told my I had a TOT number of points and if I would haved told anyone to buy an Iqos I would have more points. She told me that with these points I could buy another dispositive. When I needed another dispositive she never called and answered me back
June 14, 2023
Unprompted review
Several cigarettes are unsmokable…
Several cigarettes are unsmokable because the tobacco is too pressed. Atthe beginning I thought it was just a random mistake but now I suspect that the company makes it by purpose to rise the average number of cigarettes per day. very lame.
August 7, 2023
Unprompted review
Excellent customer service
Excellent customer service
I damaged my iqoos in 3days got replacement next day.
I also got good advice on selection of heets.
Thank you for excellent product snd service.
June 2, 2023
Unprompted review
Improvment achieved and the next ?
Rispetto al precedente device è molto piu comoda e puzza un po meno.
February 6, 2023
Unprompted review
Reply from IQOS IT
Ciao Bruno, ti ringraziamo per la tua recensione.
Puoi rimanere aggiornato su tutte le news riguardanti il mondo IQOS tramite i canali social ufficiali di IQOS Italia su:
- Facebook (https://www.facebook.com/iqos.it),
- Instagram (https://www.instagram.com/iqos_it/)
- YouTube (https://www.youtube.com/c/IQOSItalia).
Entra in IQOS Club per avere accesso ai contenuti riservati alla community.
Buona giornata!
TOP SU TUTTO !!!
March 3, 2023
Unprompted review
Reply from IQOS IT
Ciao Massimo, siamo felici di sapere che sei rimasto soddisfatto della tua esperienza con IQOS.
Puoi rimanere aggiornato su tutte le news riguardanti il mondo IQOS tramite i canali social ufficiali di IQOS Italia su:
- Facebook (https://www.facebook.com/iqos.it),
- Instagram (https://www.instagram.com/iqos_it/)
- YouTube (https://www.youtube.com/c/IQOSItalia).
Entra in IQOS Club per avere accesso ai contenuti riservati alla community.
Buona giornata!
È un buon dispositivo
March 3, 2023
Unprompted review
Reply from IQOS IT
Ciao Alfredo, ti ringraziamo per la tua recensione.
Puoi rimanere aggiornato su tutte le news riguardanti il mondo IQOS tramite i canali social ufficiali di IQOS Italia su:
- Facebook (https://www.facebook.com/iqos.it),
- Instagram (https://www.instagram.com/iqos_it/)
- YouTube (https://www.youtube.com/c/IQOSItalia).
Entra in IQOS Club per avere accesso ai contenuti riservati alla community.
Buona giornata!
Assistenza sempre impeccabile però…
Assistenza sempre impeccabile però questa volta deluso dal nuovo dispositivo ILUMA
March 1, 2023
Unprompted review
Reply from IQOS IT
Ciao Alessandro, ti ringraziamo per il tuo feedback. Siamo spiacenti che tu non sia soddisfatto dell'esperienza. Se ti va di approfondire le motivazioni, ti invitiamo a contattarci per spiegare nei dettagli la tua esperienza attraverso la pagina Facebook ufficiale di IQOS Italia (https://www.facebook.com/iqos.it) o la Live Chat su iqos.com
Buona giornata!
ok 👍
Per me è l’unico dispositivo equiparabile alla classica sigaretta, e per qualsiasi problema l’assistenza è sempre disponibile ed efficiente
February 26, 2023
Unprompted review
Reply from IQOS IT
Ciao Piero, ti ringraziamo per la tua recensione.
Puoi rimanere aggiornato su tutte le news riguardanti il mondo IQOS tramite i canali social ufficiali di IQOS Italia su:
- Facebook (https://www.facebook.com/iqos.it),
- Instagram (https://www.instagram.com/iqos_it/)
- YouTube (https://www.youtube.com/c/IQOSItalia).
Entra in IQOS Club per avere accesso ai contenuti riservati alla community.
Buona giornata!
Dispositivo veramente superiore a…
Dispositivo veramente superiore a quella precedente..sono veramente soddisfatto in pieno
February 26, 2023
Unprompted review
Reply from IQOS IT
Ciao Giuseppe, ti ringraziamo per la tua recensione.
Puoi rimanere aggiornato su tutte le news riguardanti il mondo IQOS tramite i canali social ufficiali di IQOS Italia su:
- Facebook (https://www.facebook.com/iqos.it),
- Instagram (https://www.instagram.com/iqos_it/)
- YouTube (https://www.youtube.com/c/IQOSItalia).
Entra in IQOS Club per avere accesso ai contenuti riservati alla community.
Buona giornata!
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.