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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I love Neafs products excellent…
I love Neafs products excellent customer service and excellent products ⭐️⭐️⭐️⭐️⭐️
31 May 2024
Reply from NEAFS
Thank you so much for your wonderful feedback! We're thrilled to hear that you love NEAFS products and have had an excellent experience with our customer service.
Your satisfaction is our top priority, and we're grateful to have you as part of the NEAFS community.
Wasn't great experience this time
UPDATE- Neafs has reached me and I must admit that customer service provided was first class. I am impressed and happy. Well done
Wasn't great experience this time. Unable to log in to my account, tried resetting the password but never received a link . I gave up and ordered from a different website.
5 July 2024
Reply from NEAFS
I'm sorry to hear about the trouble you had with logging into your account and resetting your password. We understand how frustrating that can be. We're continually improving our online experience, and we've dealt with this issue on the spot. We'll be reaching out to you directly to ensure it doesn't happen again.
Thank you for sharing your experience and for being part of the NEAFS community. We hope to serve you better in the future.
Reply from NEAFS
Thank you for your kind words! We're thrilled to hear that you had a positive experience with our customer service and prompt delivery.
If there's anything else we can assist you with, please feel free to reach out. We're here to support you.
Thank you for being a valued part of the NEAFS community!
Reply from NEAFS
Dear Sarah,
Thank you for your positive feedback! We're delighted to hear that you've had a great experience with NEAFS, from the smoke quality to our quick delivery service. Your satisfaction means a lot to us as part of the NEAFS community.
If there's anything else we can assist you with or if you have any questions, please feel free to reach out. We're here to support you.
Thank you for being a valued member of the NEAFS community!
Good product not so easy to buy
It's a good product in terms of harm reduction while still getting a nic fix. Trouble is the nicotine sticks aren't widely available from retail outlets and neafs delivery is minimum 2 days, meaning you need to be organised to support your addiction. That said it seems worth it to me as I do feel better for not ingesting all the harmful smoke toxins from tobacco. Just a shame that you can't just drop in to a local shop or supermarket to pick some up when you're running out. The 3 star score here is purely because of the awkwardness of procuring the nicotine sticks.
14 July 2024
Reply from NEAFS
Dear Kevin,
Thank you for your honest feedback. We're glad to hear that you find NEAFS effective for harm reduction and satisfying your nicotine needs. We understand the inconvenience caused by the limited availability of our nicotine sticks in retail outlets.
We’re excited to let you know that we now offer second-day delivery to help you get your NEAFS products more quickly. Plus, our bundle offer on payday can help you build enough stock to avoid running out.
We're continuously working on expanding our retail presence and improving our delivery services to make it easier for you to get your NEAFS products. Your feedback is invaluable to us, and we're committed to enhancing your experience.
If there's anything else we can do to assist you or if you have any further suggestions, please don't hesitate to reach out.
Thank you for choosing NEAFS and for your understanding.
Reply from NEAFS
Thank you for your feedback! We're glad to hear that you’re satisfied with our delivery time and product quality.
If there's anything else we can assist you with, please don't hesitate to reach out.
Best customer service ever!
Best customer service ever and special thanks to Richard King! Made an error on my order and he went well above and beyond to correct it very swiftly. Been using Neafs for over a year now and will never look back to using tobacco sticks.
29 April 2024
Unprompted review
Reply from NEAFS
Dear Darren,
Thank you so much for your heartwarming feedback! We're thrilled to hear that you had such a positive experience with our customer service team, and we are especially grateful for your kind words about Richard King. Richard exemplifies our commitment to going above and beyond for our customers, and it's wonderful to know he made such a positive impact.
Your loyalty and satisfaction mean the world to us. It's fantastic to hear that you've been enjoying NEAFS for over a year and that our products have helped you make the switch from tobacco sticks. Stories like yours are incredibly inspiring and affirm the work we do every day.
If you ever need further assistance or have any suggestions on how we can continue to improve, please don't hesitate to reach out. Thank you for being a valued member of the NEAFS community!
I'm using the company from 1 year
I used that company from most of one year, no problems and never need to contact them.
3 April 2024
Unprompted review
Reply from NEAFS
Dear Sonya,
Thank you for taking the time to share your experience with us! We’re delighted to hear that you’ve had a seamless and hassle-free experience with NEAFS for most of the past year. Your feedback is a testament to the hard work and dedication of our team to provide reliable and high-quality products and services.
It's wonderful to know that you've never encountered any issues that required contacting us. However, please remember that we’re always here for you should you need any assistance or have any questions in the future. Your satisfaction is our top priority, and we're committed to maintaining the high standards you've come to expect from us.
Thank you for being a valued member of the NEAFS community. We look forward to continuing to serve you with the excellence you deserve!
The worst customer service I have ever…
The worst customer service I have ever experienced. The device stopped working after less than 3 months of use. I raised a case (Case #00001782 ) , eventually after a few weeks of chasing, they finally got in touch and requested a video of faulty device. The video was promptly sent, weeks later I finally get a response, which was not explicit, but suggested they would ship a replacement. No replacement ever arrived, and I have been chasing every few days for a couple of months to find out when they will send a replacement. This service is awful.
8 January 2024
Unprompted review
Reply from NEAFS
Dear Lee,
I deeply apologize for the frustration and inconvenience you’ve experienced. This is certainly not the level of service we strive to provide, and I am genuinely sorry for the issues you've encountered with your device and the delays in our response.
Thank you for providing your case number (#00001782). I will personally look into this matter to ensure it is resolved as quickly as possible. Your patience has been more than commendable, and I regret that our communication and follow-through have fallen short.
Please expect an update from me within the next 24 hours. We are committed to making this right, and I will ensure that a replacement device is shipped to you promptly. Additionally, we will review our processes to prevent such delays in the future.
Your feedback is invaluable to us, and we are committed to improving our service. Thank you for bringing this to our attention and for giving us the opportunity to make amends.
HAS THIS COMPANY GONE BUST????
Either this company has gone bust or they really don't like talking to their customers.
After just 18 days of use my device has stopped working. I have been emailing and had no response, I have been calling for days and the voicemail box is full you can't leave a message.
Since receiving this on the 3rd January I have have had many issues
1 - broken device, the heating blade no longer heats and despite following the instructions and resetting, it's still not working
2 - tea sticks that are empty! I have had so many faulty sticks it's unreal! I have even had a returns label from the company and sent an envelope of empty sticks back but the replacements sent were just as bad!
3- the age verification process is painful. Despite passing age verification every time I try to order it tells me I have to verify again by emailing a photo of my id.
4- painful customer service - I have been emailing and trying to call since the 17th of this month and as of today (22nd Jan) I still haven't had a response.
If you are looking for a smoking or vaping alternative I would skip neafs and try someone else because this experience is just stressful.
3 January 2024
Unprompted review
I ordered this product from an add on…
I ordered this product from an add on an internet news site and awaited notification of it's dispatch etc. Shortly after paying £31.96 for the Neafs kit and postage I received an email saying I didn't "verify my age" and asked me to send them photographic evidence of my date of birth such as passport, driving licence, bus pass etc. I declined to do so and ticked the box to discontinue my order and the Neafs team informed me that I would be refunded. I noted that the payment had been taken without my "age verification". To date 28.12.2023 I haven't been refunded so I sent them an email reminding Neafs of that fact and have had no reply. I'm beginning to think that this is a scam and I'm extremely annoyed. Has this happened to anyone else?
24 December 2023
Unprompted review
Reply from NEAFS
Dear Gordon,
Thank you for sharing your experience, even though it’s from some time ago. I’m pleased to inform you that we have addressed and fixed the age verification issue you encountered, and I hope it has made the process smoother for our customers.
I apologize for the frustration and delay you experienced with your order and refund. I’m glad to hear that your refund has now been processed. We take such issues very seriously, and your feedback has been invaluable in helping us improve our services.
If you have any further concerns or need assistance in the future, please don't hesitate to reach out. We are committed to providing you with the best possible experience and appreciate your patience and understanding.
Thank you for giving NEAFS another chance.
AVOID AT ALL COST!!!!
AVOID AT ALL COST!!!!
THIS COMPANY IS A JOKE!!!!!!!! No one reply for emails for over 3 weeks. RETURN IS NOT POSSIBLE EVEN THAT WEBSITE STATES DIFFERENT!!!!!
EDIT: I tried to contact exactly this email THREE times and still no reply!!!!
26 October 2023
Unprompted review
Reply from NEAFS
Dear Anna,
We sincerely apologize for the frustration you've experienced. Your feedback is crucial and we are always here to support you. For quicker assistance, can you please share more details regarding your issue to our customer service at support@neafs.com.
Please share with us your issue over whats app message on
+44 7788 466215
We appreciate your understanding and patience.
NEAFS.
The price is great compared to the…
The price is great compared to the prices of normal cigarettes nowadays. The fact that I can buy neafs with no nicotine is amazing as I am not allowed nicotine but still like to smoke. I really like that they have more flavours.
23 November 2023
Unprompted review
Reply from NEAFS
Thank you for sharing your positive experience with NEAFS. We're glad to hear you appreciate our competitive pricing and the option to enjoy our products without nicotine. We're committed to offering a variety of flavors to enhance your smoking experience. Your feedback is valuable to us, and we're here to ensure you continue to enjoy our products to the fullest.
Ordered first time and the Teo device…
Ordered first time and the Teo device lasted around 30 sticks before it stopped working. Complained directly to Neafs who eventually replaced the device and offered a 20% discount on my next order, I'm not a big smoker (neafer). But the second device lasted around 15 sticks before not being able to turn on.. really disappointed. And I'll be contacting Amed from Neafs straight after this post, I'll keep you all informed
20 November 2023
Unprompted review
Reply from NEAFS
Dear Customer,
Upon receiving your feedback, we promptly responded to your email seeking additional details to better understand and address the issue. However, it seems that we haven't received a response from you yet.
Our commitment to customer satisfaction remains unwavering, and we genuinely want to assist you in resolving any challenges you've encountered with your replacement device. Your input is invaluable, and we are eager to provide the support you need.
If you could kindly provide more information about the specific issues you are facing or any details that would help us investigate and address the matter, we would greatly appreciate it.
Our goal is to ensure your complete satisfaction, and we are here to assist you every step of the way.
Best Regards,
NEAFS.
The stick stopped working after a week
The stick stopped working after a week. I have sent several emails without any response what so ever. I now have a useless pen and 200 sticks lying around. A quick waste of £75
2 November 2023
Unprompted review
Reply from NEAFS
Dear Grant,
We sincerely apologize for any inconvenience you may have experienced and appreciate your feedback. We take customer satisfaction seriously, and we are committed to resolving any issues you may be facing with our products.
We have carefully reviewed your case, and it appears that we reached out to you three times via email requesting additional details to better assist with the issue you reported. We understand that technical problems can be frustrating, and we want to assure you that our team is eager to provide the support you need.
In order to expedite the resolution process, please share with us the requirement sent from support@neafs.com. We are always there to support you.
Looking forward to hearing from you!
NEAFS Support.
it's good quality and worth the money.
17 August 2023
Unprompted review
Reply from NEAFS
Hi Jimmy,
Thank you for your feedback! We're delighted to hear that you find NEAFS products to be of good quality and worth the investment. Your satisfaction is important to us, and we're committed to maintaining high standards in both our products and customer service. If you have any further comments or questions, please feel free to reach out. We're here to ensure you have a positive experience with NEAFS.
I like nests as I still get the…hit of nicotine
I like nests as I still get the nicotine and I also still have to do the motion of smoking without the damaging tar etc that’s in cigarettes
11 November 2023
Unprompted review
Reply from NEAFS
Hi Christine,
Thank you for sharing your experience with NEAFS! We're glad to hear that our product provides you with a satisfying alternative that includes nicotine without the harmful tar found in traditional cigarettes. Your health and enjoyment are important to us, and we're committed to offering products that meet your needs. If there's anything else we can do to enhance your experience or if you have any questions, please feel free to reach out. We're here to help!
Working for me…
After reading the previous reviews on this product regarding taste etc, I can understand why some people dislike certain flavours. As with anything in life it is a personal preference. Don't get put off trying these tobacco free products as they don't contain all the harmful chemicals that tobacco does. I have smoked for over 50 years and cannot understand why I am still standing to be honest! I started NEAFS a few months ago and cannot tell you how much they have changed my life. I tried all the flavours and found that the menthol 1.5 nicotine ones were the best for me. I use the nicotine free ones in between, so aiming at NO use of any kind in the new year. I am 68 so it's never TOO late to change bad habits of a lifetime. Good luck everyone and thanks NEAFS for giving us a great non tobacco product.
9 November 2023
Unprompted review
Reply from NEAFS
Dear Jacqueline,
Thank you so much for sharing your inspiring journey and positive experience with NEAFS! It's wonderful to hear how our products have made a meaningful difference in your life. Your determination to switch to non-tobacco alternatives and your success in reducing nicotine intake are commendable achievements.
We truly appreciate your feedback and encouragement for others to give NEAFS a try despite individual taste preferences. Providing safer alternatives to traditional smoking is a core part of our mission, and we're thrilled to hear that our products have helped you in this journey.
If there's anything else we can do to support you or if you have any questions, please feel free to reach out. We're here to help you continue on your path toward a healthier lifestyle.
Thank you again for choosing NEAFS!
Reply from NEAFS
Thank you for recognizing our commitment to quality. Your satisfaction is our priority at NEAFS, and we appreciate your feedback. If you have any further comments or suggestions, please let us know. We're here to ensure your experience with us is excellent.
Very bad taste
Very bad taste, no return accept even unused , bad customer service
7 November 2023
Unprompted review
Reply from NEAFS
Dear Anh Tram,
I am truly sorry to hear about your disappointing experience with our product and customer service. Your satisfaction is our top priority, and it’s clear that we fell short in this instance.
We strive to offer high-quality products that cater to a variety of tastes, and I regret that our product did not meet your expectations. Additionally, I apologize for any inconvenience caused by our return policy and customer service.
Could you please provide more details about your experience? We would like to understand the issue better and find a way to make it right. Your feedback is crucial in helping us improve our products and services.
Please reach out to us directly so we can discuss a suitable resolution for you. We value your feedback and are committed to ensuring you have a positive experience with NEAFS.
Thank you for bringing this to our attention.
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