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
Company replied
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
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
Company replied
Company details
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
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
No refund, T&C’s aren’t fair at all…
Bought it by mistake through an online advertising. Immediately understood that I didn’t like the product and wanted to send it back and get refunded. No telephone number online, customer service is awful, they don’t come back to emails. Product quality is very scarce, it made me headache, nausea and nearly vomiting. The heating sticks taste so bad! It’s a shame that I have lost £40 and probably won’t get refunded because I have opened the pack, but how can you like or dislike a product if you don’t try it? They return policy and T&C’s aren’t fair at all. I wouldn’t recommend this product to anyone. It’s like a sort of scam!
21 October 2023
Unprompted review
Reply from NEAFS
Dear Mattia,
We are sincerely sorry to hear about your unfortunate experience with our product and customer service. Your feedback is incredibly important to us, and I deeply regret the inconvenience and frustration you’ve faced.
Our goal is to provide high-quality products and responsive customer service, and it's clear we have fallen short in your case. The symptoms you described and the dissatisfaction with the product's taste are very concerning, and I apologize for any discomfort you experienced.
Regarding the return and refund process, I understand your frustration. While our policies are in place to maintain certain standards, your feedback highlights the need for us to re-evaluate these policies to better accommodate situations like yours.
Although this feedback is from some time ago, I want to ensure we address your concerns. Please contact us directly with your order details, and I will personally oversee the resolution of your case. We aim to learn from your experience and improve our processes.
Thank you for bringing this to our attention, and I hope we can work towards a satisfactory resolution for you.
I haven’t received my order and can’t…
I haven’t received my order and can’t get through to customer service.
17 October 2023
Unprompted review
Reply from NEAFS
We're sorry to hear about the trouble you're having with your order and getting in touch with customer service. Let's get this sorted out for you as soon as possible.
Please provide your order number and any additional details, and we'll look into it right away. Your satisfaction is important to us, and we're committed to resolving this issue promptly.
Thank you for your patience and understanding.
Dreadful
I've been on the Heets sticks and they're really good. I thought I'd give Neafs a go. They're shockingly awful. Won't be buying again.
25 September 2023
Unprompted review
Reply from NEAFS
Dear Valuable Customer,
We sincerely appreciate you taking the time to share your feedback about your recent experience with NEAFS. We're truly sorry to hear that your experience did not meet your expectations, and we understand your frustration.
We are committed to making things right and would love the opportunity to connect with you personally to address your concerns and gather more details about your experience. Your input is invaluable in helping us improve our products and services.
Please consider reaching out to us at support@neafs.com, so that we can have a more in-depth conversation about your experience and work towards a resolution. We genuinely care about your satisfaction and want to ensure that your next experience with our brand exceeds your expectations.
Thank you once again for your feedback, and we look forward to hearing from you soon.
Warm regards,
NEAFS Support.
Great idea and good product
I really liked the product. The flavours are great. Unfortunately my device broke after 4 weeks. I couldn’t place an order online or contact customer service. I have phone 10 times and emailed 5 times, no answer and mailbox is always full.
I think they may have gone bust!
It would be good if they put information online!
22 September 2023
Unprompted review
Reply from NEAFS
Dear Valuable Customer,
We sincerely appreciate you taking the time to share your feedback about your recent experience with NEAFS. We're truly sorry to hear that your experience did not meet your expectations, and we understand your frustration.
We are committed to making things right and would love the opportunity to connect with you personally to address your concerns and gather more details about your experience. Your input is invaluable in helping us improve our products and services.
Please consider reaching out to us at support@neafs.com, so that we can have a more in-depth conversation about your experience and work towards a resolution. We genuinely care about your satisfaction and want to ensure that your next experience with our brand exceeds your expectations.
Thank you once again for your feedback, and we look forward to hearing from you soon.
Warm regards,
NEAFS Support.
I had been considering switching to…
I had been considering switching to Iqos as an alternative to smoking, but after learning that heating tobacco still has drawbacks (less severe than burning it, but still there), I chose NEAFS as a last resort after finding liquid vaping to be ineffective.I have to mention that I really like how effective this stuff is.Although the other three flavors are excellent, I found the fruit flavors and mojito flavor to be a little faint (possibly due to my taste buds from years of smoking).Because of this, I advise anyone interested in giving it a try to opt for the deluxe package, which includes all six flavors (like I did), so they can taste each one before selecting which they like most. The device is as simple to carry around as any other vape pen on the market, and the vapour it produces is quite discrete and has no discernible smell.I would advise trying TEO NEAFS if you're difficult to stop smoking and would prefer something that genuinely resembles smoking rather than nicotine patches, liquid vaping, or another alternative.Regarding customer service, I want to thank Richard King for his prompt reply to an erroneous order confirmation email that arrived a few hours before his response.
6 September 2023
Reply from NEAFS
Dear Freya,
Thank you so much for taking the time to share your positive experience with our brand! We are thrilled to hear that you had such a fantastic time with our products & services.
At NEAFS, our primary goal is to provide top-notch quality and exceptional customer service, so it's incredibly rewarding to know that we've met your expectations. Your feedback is a source of motivation for our entire team, and it reinforces our commitment to delivering the best to our valued customers like you.
We look forward to serving you again in the future and continuing to meet and exceed your expectations. If you have any suggestions, questions, or if there's anything else we can do to enhance your experience with us, please don't hesitate to reach out.
Once again, thank you for choosing NEAFS!
Love these
Love these, flavours are amazing and couldn’t touch tobacco now! Customer service is second to none also, highly recommend 😊
8 September 2023
Unprompted review
Reply from NEAFS
Hello Claire,
Thank you for sharing such a wonderful review of our brand!
It's fantastic to hear that you had such a great experience with NEAFS, We strive to provide the best in class smoking alternatives and your feedback reaffirms that we're on the right track.
We genuinely appreciate your support, and we can't wait to have the pleasure of serving you again soon. If you ever have more feedback, ideas, or questions, please don't hesitate to reach out. We're here to make your experiences with us even better.
Thanks once again for choosing NEAFS, and for being a fantastic part of our community!
Love them
Love them, my health is so much better after switching to these from rolling cigarettes, and after using them for a few months, I've noticed that I smoke less.
2 September 2023
Reply from NEAFS
Dear Nicholas,
Thank you for sharing your positive experience with NEAFS! We're delighted to hear that our products have helped you smoke less compared to rolling cigarettes. Your feedback reaffirms our commitment to providing effective alternatives to traditional smoking.
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 on your journey.
Thank you again for choosing NEAFS!
My friend gave me an NEAFS for my…
My friend gave me an NEAFS for my birthday, and it's fantastic since after a few months I couldn't smoke a regular cigarette. Amazing! Easy to use, no unpleasant odor. Thanks
2 September 2023
Reply from NEAFS
Thank you for sharing your positive experience with NEAFS! We're thrilled to hear that your friend's gift has made a positive impact on your smoking habits. It's great to know that NEAFS has been easy to use and free from unpleasant odors, making it a fantastic alternative for you.
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 ensure you continue to enjoy your NEAFS experience.
Thank you again for choosing NEAFS!
The original and strawberry are best
The original and strawberry are best
Completely stopped cigarettes now
7 August 2023
Unprompted review
Reply from NEAFS
That's fantastic to hear! We're thrilled that you've found the original and strawberry flavors to be your favorites, and even more so that NEAFS has helped you completely stop smoking cigarettes. Your success is a testament to the effectiveness of our products in providing a satisfying alternative.
If you ever have any questions or need further assistance, please don't hesitate to reach out. We're here to support you on your journey towards better health.
Thank you for choosing NEAFS!
Excellent alternative to tobacco / cigarettes
I vape and i tried these and it reminded me why i dont smoke! They are an excellent transition product from cigs. The original flavour is the best for me. If you a smoker and looking to quit, these are a very good choice, and there is zero tobacco. Genius invention.
1 September 2023
Unprompted review
Reply from NEAFS
Thank you for sharing your positive experience with NEAFS! We're thrilled to hear that our product has served as an excellent transition from cigarettes for you. It's great to know that the original flavor has been your favorite and that NEAFS has provided a tobacco-free alternative that works well for you.
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 on your journey towards a smoke-free lifestyle.
Thank you for choosing NEAFS!
Hi there
Hi there
I bought this product
Unfortunately not for me
I think you need to be used to
Like herbal cigs
I can’t describe taste but just did not like
I have now bought heets
So far they are better for me
Shame as I was so looking forward to using them
23 August 2023
Unprompted review
Reply from NEAFS
Dear Pauline,
Thank you for sharing your experience with us. We're sorry to hear that our product did not meet your expectations. We understand that taste is a very personal preference, and it's unfortunate that NEAFS wasn’t a good fit for you.
Your feedback about the taste is invaluable as it helps us improve our offerings. We strive to create products that appeal to a wide range of preferences, and we regret that we missed the mark for you.
If you have any specific suggestions or additional feedback, we would love to hear it. Our goal is to continuously improve and ensure that we provide the best possible experience for all our customers.
Thank you for giving NEAFS a try. If you have any other needs or questions in the future, please don’t hesitate to reach out.
Accidentally saw the advertisement of…
Accidentally saw the advertisement of neafs. I am also a long-time fan of heets and iqos. I am willing to try new things and neafs did not disappoint me. I like the design and taste of neafs very much. I have already recommended it to my friends.
22 August 2023
Reply from NEAFS
Dear David,
Thank you for sharing your positive experience with NEAFS! We're delighted to hear that you're enjoying our product and that you've already recommended it to your friends.
Did you know? We have a referral program where you can earn rewards for recommending NEAFS to others. Feel free to share your unique referral code with your friends and family so they can enjoy NEAFS too!
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 ensure you continue to enjoy your NEAFS experience.
Thank you for choosing NEAFS and for being a part of our community!
Good price . Puffs taste like parfum. Difficult purchase online and no option purchase in shops.
24 August 2023
Unprompted review
Reply from NEAFS
Dear Marius,
Thank you for your feedback. We're pleased to hear that you find our pricing competitive.
I'm sorry to hear that you found the taste of our puffs reminiscent of perfume. We have recently made significant improvements to our flavors, refining them to provide a more enjoyable and satisfying experience. We believe you'll find our enhanced flavors much more to your liking.
Regarding the purchasing options, we've also taken steps to greatly improve our online purchasing experience. Our goal was to make it more user-friendly and seamless, ensuring a hassle-free process from selection to delivery.
While we currently primarily offer our products online, we are actively exploring opportunities to expand our presence in physical retail locations, providing more options for purchasing NEAFS products in the near future.
Your satisfaction is our priority, and we appreciate your feedback as it helps us to continually improve. If you decide to give NEAFS another try, we're confident that you'll notice the positive changes we've made.
If you have any further feedback or suggestions, please feel free to reach out. We're here to listen and ensure that your experience with NEAFS is exceptional.
Brilliant Product
This is a brilliant product without any tobacco. It helped me to stop smoking. My horrible cough disappeared within no time. I do not fancy or grave a normal cigarette at all.
I stopped smoking in April with Neafs and still use the sticks with nicotine but want to gradually switch to nicotine free. A very gentle way to quit smoking.
Delivery is next day and super quick.
Brilliant customer service as well.
UvA
18 August 2023
Unprompted review
Reply from NEAFS
Thank you for sharing your positive experience with NEAFS! We're thrilled to hear that our product has helped you quit smoking and that you're finding it a gentle way to transition away from nicotine. It's fantastic that you're enjoying our fast delivery and excellent customer service.
Did you know? We also offer nicotine-free options for those looking to further reduce their nicotine intake. Feel free to explore our range and let us know if you need any assistance or have questions about transitioning to nicotine-free sticks.
If there's anything else we can assist you with, please feel free to reach out. We're here to support you on your journey towards a smoke-free lifestyle.
Thank you for choosing NEAFS and for sharing your positive feedback!
I have been a Heets consumer for 3…
I have been a Heets consumer for 3 years now so I was tempted to try Neafs as the flavour brought my attention. I must saw I agree with all the negative reviews people keep posting… it absolutely taste so bad, absolutely no flavour at all and ended up with nausea and headache. Do kot recommend at all.
15 August 2023
Unprompted review
Reply from NEAFS
Dear Alex,
Thank you for sharing your feedback with us. We appreciate your honesty about your experience with NEAFS, and We apologize for any disappointment or discomfort caused.
We want to assure you that we have taken your feedback seriously. Since your experience, we have made significant improvements to both the quality and flavor of our products. Our goal is to provide a more satisfying and enjoyable experience for all our customers.
We understand that taste preferences are personal and varied, but we're confident that our enhanced flavors will offer a more appealing option. We value your input and strive to continually refine our products based on customer feedback.
If you are willing to give NEAFS another try, we would love the opportunity to provide you with a better experience. Please feel free to reach out to us directly, and we'll be happy to assist you further.
Thank you again for your feedback and for considering NEAFS. We appreciate your support and look forward to serving you better in the future.
The sticks are absolutely dreadful
It's beyond me why anyone would leave positive feedback. The sticks are absolutely dreadful, offering no discernible flavor. To make matters worse, my wife even vomited after consuming them. The quality of these products is truly terrible. I'm astounded that anyone could find these sticks enjoyable. I strongly advise against trying Head's sticks – they're simply not worth it.
9 August 2023
Unprompted review
Reply from NEAFS
Dear Pavel,
We sincerely apologize for the negative experience you and your wife had with our NEAFS sticks. It's disheartening to hear that our product did not meet your expectations and resulted in such discomfort.
Your feedback is incredibly valuable to us, and we assure you that we take it seriously. We have since made significant improvements to the quality and flavor of our sticks to ensure a more satisfying experience for all our customers.
We understand the importance of taste preferences and the impact of our products on your well-being. It's our goal to continuously improve and provide products that meet the highest standards of quality and enjoyment.
If there's anything we can do to rectify this situation or if you have any further feedback to share, please don't hesitate to reach out to us directly. We are here to listen and make things right for you.
Once again, We apologize for the inconvenience caused, and we appreciate your understanding.
I do love the Menthol and Blueberry but…
I do love the Menthol and Blueberry but today tried coffee all just great. I haven’t touched a cigarette since using Neafs. I haven’t coughed like I used too with cigarettes. What a wonderful product ⭐️⭐️⭐️⭐️⭐️
10 August 2023
Unprompted review
Reply from NEAFS
Thank you so much for sharing your experience with NEAFS! We're really glad to hear that you're enjoying the Menthol, Blueberry, and Coffee flavors—they sound delicious! It's amazing that NEAFS has helped you stay away from cigarettes.
Your feedback truly brightened our day here at NEAFS! If there's anything else you'd like to share or if there's any way we can make your experience even better, please feel free to reach out. We're here to support you every step of the way.
Thank you for choosing NEAFS!
Disgusting..
Disgusting... I used only heets for over 3 years now... and thought I will try neafs too.. bought 1 pack of every so called flavours, to see if I like any... all tasted the same... after trying 2 puffs of each flavour, they ended up in the bin.. waste of money.. and felt sick the whole day..
Opened one to see what's inside.. just a few granules.. no tobacco or anything "leafy". It's a shame I can't attach a photo to my review to show others...
6 June 2023
Unprompted review
Reply from NEAFS
Dear IASMINA,
Thank you for bringing this to our attention, even though it’s from last August. I appreciate your feedback and the opportunity to address your concerns, no matter when they were raised.
I’m genuinely sorry that your experience with NEAFS was so disappointing. We take all feedback seriously and use it to make necessary improvements. Your experience with the flavor consistency and the negative physical reaction is something we take to heart.
Since your feedback last August, we have made several changes to our product line based on customer input. If you’re open to it, we would love to send you a sample of our updated products to see if they better meet your expectations. Your insights are critical to us, and we want to ensure we provide a product that brings satisfaction.
Thank you again for your past feedback. We hope to have the opportunity to turn your experience around.
Great smoke and less money better for you
I started smoking heets for a few year and then I tried neafs great smoke no smell well pleased easy to use no mess and teo very slender just a gd smoke with no smell or mess
20 January 2023
Unprompted review
Reply from NEAFS
Thank you for sharing your positive experience with NEAFS! We're glad to hear that you find our product easy to use, clean, and enjoyable. It's great to know that NEAFS provides you with a satisfying smoke without the odor or mess.
If you have any further comments or if there's anything else we can assist you with, please feel free to reach out. We're here to ensure you continue to enjoy your NEAFS experience.
Thank you for choosing NEAFS!
I'm currently using HEETS so was…
I'm currently using HEETS so was tempted to try NEAFS and I honestly can say round about 5 puffs I wanted to vomit as it's sort of perfume or something. I did buy original with and with nicotine and both taste same!
25 July 2023
Unprompted review
Reply from NEAFS
Dear J,
Thank you for letting us know. Even though this feedback is from a year ago, we still greatly value your insights and experiences with NEAFS. I'm truly sorry that your initial experience was not positive, especially concerning the taste of our Original flavor.
We've been continuously working to improve our products based on valuable feedback from customers like you. If you're open to it, we’d love to offer you a chance to try some of our newer flavors or even updated versions of our existing ones. We’re confident that you might find something more to your liking now.
Please reach out to us if you're interested, and we'll be happy to arrange a sample for you. Your satisfaction is important to us, and we appreciate the opportunity to regain your trust.
Thank you for your past feedback and for considering giving us another try.
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.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
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.