Always been really happy with Neaf's service and products. So why 4 stars instead of 5? Because my last 2 orders, Neaf did not have in stock my preferred flavour and so had to buy a flavour I least p... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I have found that reaching out to customer support is the best way around issues. Their Neafs Sticks have been the only thing that has got me off cigarettes in about 40 years. The most realistic alt... See more
Company replied
I wrote a review 3 days ago and only gave 1 star even though on prior orders everything has been fab. I want to now upgrade my review to 5 stars 🌟 even higher if I could, Richard King had been in t... See more
Company replied
Great as a replacement for cigarettes. Still get my nicotine and throat hit, without the feeling of constant breathlessness. Website has had issues in the past in terms of streamlining and ease of... See more
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Company details
- #119 of 129 best companies in Electronic cigarette store
Written by the company
A modern take on the nicotine delivery experience. NEAFS provide a multicategory solution for cigarette smokers who wants to switch away from smoking. Our products offers a nicotine experience that’s 100% tobacco free. Choose from a great range of flavours and strengths to find the perfect way to stay in the moment.
Contact info
86-90 Paul St. 3rd Floor,, EC2A 4NE, London, United Kingdom
- +44 7788 466215
- support@neafs.com
- neafs.com
4.0
Great
188 reviews
Replied to 79% of negative reviews
Typically replies within 1 week
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See how their reviews and ratings are sourced, scored, and moderated.
Really good product
Really good product, have used now for quite a while and love it!
6 August 2025
Unprompted review
Tried the pouches
Tried the pouches, very good products , friends use the sticks and love them
4 August 2025
Unprompted review
The starter bundle is great for the…
The starter bundle is great for the price great alternative for smoking and it’s cheaper healthier the website however is temperamental switching between the products cart and paying can be frustrating it would be great if there were more information about the TEO product also the bundle is a one time use witch is annoying also other than that products and delivery fantastic
31 July 2025
Unprompted review
mango ice pouches
I purchased the mango ice pouches
I was expecting a nice fruity flavour.. But its taste is discusting.. Very bland and like dirt. I can't even describe the But defo no mango
20 June 2025
Unprompted review
The TEO device is the best I have ever…
The TEO device is the best I have ever used. The serial number is very small, but I managed to take a photo with my phone, and then zoom in on it. I now have both my TEO and my partner's TEO registered for the one year guarantee.
29 May 2025
Unprompted review
The snus pouches are incredible
The snus pouches are incredible. The price is really good compared to other brands on the market.
The only problem is the tub design, you need a knife to get into it or you need to take the label off.
Other than that, the product flavours are great, longevity of thr nicotine is great.
All round, I'll be switching to this product permanently.
6 May 2025
Unprompted review
Mis-sold a product as their website is incorrect.
I ordered a carton of Neafs Original on the basis that the website clearly stated that they were compatible with "all popular devices" but they do not. I have been assured by their AI chat host that I will get a full refund as the website should have made this clear. I have emailed every day for nearly two weeks and they have not responded. They do not answer the phone. I have now been in contact with Trading Standards who are looking into this company. I just want my money back as these sticks were mis-sold. I'm more than happy to return the carton.
18 October 2024
Unprompted review
impossible to contact
Ordered 200 coffee and a 20 pack of each of the other flavours. Only sent 20 pack of coffee. Impossible to contact - after 4 minutes the phone call just cuts out (if you select 1 for sales you get to leave a message at least). NOT HAPPY AT ALL!
UPDATE: Having finally managed to find an email address they were very apologetic and resent the full order by next day delivery. They still need to sort out the contact issues but their response once contacted was very good.
25 October 2024
Unprompted review
Reply from NEAFS
Thank you for sharing your feedback. We’re genuinely sorry for the initial mix-up with your order and the difficulty you experienced reaching us. While we’re thrilled to hear that our team was able to quickly resolve this with next-day delivery, we’re actively working on improving our communication channels to make it easier for you to get in touch.
Thank you for your patience, and for being a valued part of the NEAFS community! If there’s anything more we can do, please feel free to reach out at support@neafs.com
Amazing
The device Teo is so easy to use and a nice light weight. I use the menthol nicotine sticks and I get way more puffs than advertised. I've used other devices like iqos and they are nowhere near as good as NEAFS. I will be trying some other flavours which I'm told are good. The nicotine does satisfy me very well and the savings I'm making from combustible cigarettes is a no brained. Also the fact that Neaf sticks don't use tobacco is also great for my health. If you don't enjoy vaping I suggest you give them a try, I doubt you will be disappointed. Customer service is very friendly and helpful. Great device. I'm updating after trying all the flavours. My favourite us tge menthol followed by the coffee which leaves a coffee aftertaste, then I like the Blueberry which is a very subtle but nice taste , original is next with a nice tobacco taste, strawberry would be my least favourite which could be improved on. I bought a 200 carton of menthol and I will get either coffee or Blueberry next
10 October 2024
Unprompted review
Reply from NEAFS
Thank you so much for sharing your experience! We're thrilled to hear that you're enjoying the Teo device and the menthol nicotine sticks. It’s great to know you're getting more puffs than expected and finding it easy to use.
We're excited for you to try the other flavors—there are some fantastic options! It's also awesome that you're noticing the savings compared to combustible cigarettes and appreciating the benefits of a tobacco-free product.
Thank you for highlighting our customer service, too! We're always here to help. Welcome to the NEAFS community, and we hope you continue to enjoy your journey with us!
Fantastic brand
Fantastic brand. I wouldn't be without it now. Has helped me no end
25 September 2024
Reply from NEAFS
Hi Jenny,
Thank you so much for your lovely feedback! It’s fantastic to hear that NEAFS has made such a positive difference for you. Stories like yours inspire us to keep improving and delivering the best for our members.
We’re so grateful to have you as a valued member of the NEAFS community. If there’s ever anything you need, don’t hesitate to reach out—we're here to help!
Super end fast
5 October 2024
Reply from NEAFS
Hi Erzsebet,
Thank you for your kind words! We’re so happy to hear NEAFS has been a great help to you. It truly means a lot to have you as a valued member of the NEAFS community.
If you ever need anything, feel free to reach out!
Ignored
So I ordered a started pack from them about a month ago, was really hoping I could switch on to these instead of my iqos but unfortunately the taste/smell wasn’t for me at all, I’ve sent 10 emails asking if there’s anyway I can return it for even a partial refund and I’ve been ignored on all. Customer service needs improvement big time
4 September 2024
Unprompted review
Reply from NEAFS
Thank you for bringing this to our attention. This is definitely not how we operate, and we understand that the lack of response is not acceptable. We’re fully aware of the situation and will take immediate action to resolve this for you.
I’ll personally ensure we get this sorted out and will be in touch shortly with the next steps.
Excellent company
Excellent company , great customer service . Would highly recommend
5 August 2024
Unprompted review
Reply from NEAFS
Thank you so much for your kind words! We’re thrilled to hear you’ve had a great experience with our company and customer service. Your recommendation means a lot to us! If there’s ever anything else we can do for you, feel free to reach out to us at support@neafs.com. We're glad to have you as part of the NEAFS community!
Good product, shameful company
The sticks are great, but the devices only last around 6months and the dispatch time on the orders is unacceptable. I have been waiting for my order for a week now and learnt that their customer service is nonexistent. Switching back to competition.
1 August 2024
Unprompted review
Reply from NEAFS
We’re really glad to hear that you’ve been enjoying the sticks, but I’m sorry to hear about the issues you’ve encountered with the device and the delay in your order. Your feedback is important to us, and we don’t want this to overshadow the positive experience you’ve had with our products.
We’ll handle this right away and ensure your order gets to you as quickly as possible. Thank you for your patience, and for letting us know about this—your satisfaction is our priority. If you need any further assistance, please don’t hesitate to reach out to us at support@neafs.com.
Very disappointed
Purchased my neafs kit last week, as I'm trying to give up smoking. Firstly, the instructions do not match up with the sequence of how it is supposed to work to commence with smoking. It buzzes and vibrates whilst smoking and the light goes off. It seems to switch itself off after two minutes although it still feels hot the smoking experience is over. It seems to have a will of it's own and leaves me feeling confused as I don't understand what is going on with it. I have perservered with it, but I'm at a loss. I just feel that I have wasted my money and I don't have any confidence in the product taking me on my quit smoking journey.
Your comments would be appreciated.
19 July 2024
Unprompted review
Reply from NEAFS
I'm sorry to hear about the confusion and frustration you're experiencing with your NEAFS kit. We want your transition away from smoking to be as smooth as possible, and it sounds like the device isn’t working as expected for you.
The buzzing and vibrating are normal features designed to let you know when the device is ready to use and when your session is ending. However, if it’s switching off after just two minutes and not giving you a full experience, that’s not how it should be working. It’s possible there might be an issue with your device.
We’re here to help and make sure you’re fully satisfied. Please reach out to our customer support team at support@neafs.com, and we’ll guide you through troubleshooting or arrange for a replacement if necessary.
Thank you for giving NEAFS a try on your quit-smoking journey. We're committed to making this a positive experience for you and appreciate your patience.
I’m on my 4th device in 6 months
I’m on my 4th device in 6 months. Had 1 replaced free of charge. Tried to register device for guarantee but the serial number is impossible to read. After my review, great customer service. I really like Neafs as it’s helped me wit cigarettes completely.
24 July 2024
Reply from NEAFS
I'm sorry to hear about the trouble you've had with your devices and the hard-to-read serial number. We totally get how frustrating that can be.
We'll reach out to you directly to help register your device and make sure you get the support you need. With today's order, we'll send you a free device as a token of our commitment to your satisfaction.
Just so you know, we've always been happy to replace any faulty devices you've had without needing the warranty registration, and we’re here to keep supporting you.
For any future help, feel free to reach out to our customer support team at support@neafs.com.
Thanks for your patience and for being a valued part of the NEAFS community.
I bought it in December and now it…
I bought it in December and now it won’t charge at all. I need a replacement please
23 July 2024
Reply from NEAFS
I'm sorry to hear about the issue with your device. We understand how frustrating that can be.
We will reach out to you directly to expedite the process of getting you a replacement. For future reference, our customer support team can also be reached at support@neafs.com for any assistance you may need.
Thank you for bringing this to our attention and for being a valued part of the NEAFS community.
I really like the product but its so…
I really like the product but its so frustrating that when you submit a request no one responds and the customer support is extremely poor
2 July 2024
Reply from NEAFS
Thank you for sharing that you really like the product! We're thrilled to hear that.
However, I'm truly sorry to hear about your frustration with our customer support. We understand how important timely responses are, and we sincerely apologize for any inconvenience you've experienced.
We are continually working to improve our customer service, and your feedback is invaluable in helping us make those improvements. We'll be reaching out to you directly to address your concerns and ensure that you receive the support you need.
Thank you for being a part of the NEAFS community. We hope to serve you better in the future.
Reply from NEAFS
Thank you for your feedback! We're so happy to hear that you love the product. While Original is your main choice—excellent one, by the way—maybe give another flavor a try as a secondary choice. You might find a new favorite! 😊
Thank you for being a valued part of the NEAFS community!
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