Neo Direct Omdömen 2 053

Received damaged item and was offered a partial refund as long as I kept the damaged item. I agreed to this as the process in contacting customer service took ages as you have to wait days for each response. Still waiting for refund despite ordering items on 17 Sep.

Great festival cart at a fantastic price and fast delivery.

I had a great experience with Neodirect I am very happy with my purchase the whole process was very smooth. The product was delivered quickly I am very happy with my product and Neodirect. ☺️

Great
The company is doing well
I received my stuff within stipulated time.
No hassle

I recently purchased some suitcases through Tesco market place. Upon arrival there was a very small issue with my order I contacted the company had a response the same day and they rectified this by sending a replacement. Delivery was excellent came next day. I would order from this company again

The festival cart is smooth running and seems good quality. Standard underbed storage boxes fitted it, which made it useful for moving into uni halls.
No instructions in the box and Customer service useless when asked about construction but found a helpful you tuber!

Article qui tombe en panne après 3 utilisations. Je contacte le service client qui m'indique la marche à suivre pour renvoyer le produit "à mes frais" en Suisse. Coût de l'opération 18,45 € pour un article à 29,95 €

Ordered a walk pad and was initially impressed with the ease of process and speed of delivery - under 48hrs.

However that’s where the positives end.

When delivered the pad was just left outside our front door, despite the fact both my wife and I were at home and the weather was very showery. The door wasn’t knocked, the bell wasn’t rang. Had my wife not randomly looked out the window 20 mins after the 10:03 timed delivery, the cardboard box would have been even more soggy than when we were eventually able to retrieve it.

I instantly filled out an online form to let them know we weren’t happy, but it failed to send. I then rang the number they gave for contact on several occasions, only for every call to divert to a foreign phone number, with a pre recorded American voice saying ‘no one is at their desk to take your call’.

I carefully read many TP reviews before using this company and did so because the vast majority were very positive, but this definitely hasn’t been our experience and I’d therefore urge caution before making the same mistake.

I ordered a festival buggy on 17th August 2025. I ordered it through Tesco marketplace. I received an email on 18/08/25 saying it had been dispatched. I still had not received my order a week later and on the tracking it stated that the delivery company were still waiting to receive the item. I got in touch with neo direct who said that it has been lost in post and would I like a refund or replacement. I replied and said I would like a refund as I bought another festival buggy from elsewhere. I then received an email back some time later saying that I would need to get in touch with Tesco marketplace and ask them to reopen the case which I did and again I heard nothing from neo. I emailed them yesterday and got a reply today saying they have not received a request from Tesco, I know they have as I was on the phone when she sent the request. They are now refusing to give me a refund and saying I will need to get a refund from Tesco. I suggest anyone thinking of buying something from here to avoid it at all costs. You won’t receive your item and won’t get a refund

The item is missing parts. Getting a return is like pulling teeth
Im about to claim the money back via bank as im not getting anywhere fast. Their system is flawed, every time you email it starts a new query so there is absolutely no follow through. Won't buy from them again.

Goods as expected delivery on time. No problems at all

Did it's job perfectly 👌

Great service and delivery

The after sale service I received from Neo Direct was outstanding! I purchased a truck cart for my Grandson, the quality of all materials was excellent. However, there was a problem with the quantity and type of wheels I received. I contacted Neo Direct requesting assistance. They responded quickly and the manner in which they wrote their emails in response; were full of genuine empathy and before long they had the issue resolved. The actual cart is a quality item. Yet must give a massive shout out to Lauren and Erin who both responded to my queries and arranged the final resolution. Clearly there must be many others in that team and running the system who are also silent heroes, working in the background but vital cogs. We live in a world which has so much negativity; it’s great to highlight ‘best practice’ customer service. Many, many thanks.

Product was bought via Debenhams website. The knocker chairs look fab, however the chair legs appear to have been made to fit the wrong way. I tried calling Neo Direct multiple times but no one ever answers. I have sent emails and no response. I am stuck with chairs that I cannot use. I will have to resolve via my bank if no response after 14 days.

easily used

I ordered from Neo Direct through TESCO Marketplace but Evri didn't manage to deliver the item. Two weeks later, still no item so I reached out for a refund - the lovely Lauren on the end of the phone talked me through the steps I needed to take to begin the return and everything was sorted within a couple of minutes. She was even able to give me clear instructions on what to do if the Evri parcel does miraculously turn up!

The size quoted on the website was not the size delivered. To be fair I was given the chance to return it but chose a discount. Their were no instructions and the wheels were very difficult to put on.

It was delivered to the wrong address

Edit: Neo Direct contacted me direct to try and resolve the issue. Turns out mountain warehouse has been economical with the truth and I fact hadn’t even contacted Neo Direct about the issue! Neo direct were extremely helpful and I now have my refund.

Inadvertently bought a product through mountain warehouse. Neither party seems to be capable of resolving the issue. The product fell apart injuring me, and mountain warehouse blame Neo Direct, neo direct simply fail to respond.

Companies like this need to be banned from trading in the UK if they lack adequate customer support.