Neo Direct Reviews 2.054

I followed the procedure on their website to return an item that was not as pictured on their site and far too big for my space. I delivered it to the Evri parcel shop some weeks ago as directed, but have not received a refund.
Trying to resolve this through their live chat is impossible - told to complete forms that do not appear and nothing applies to already returned items. Seems to be a complicated process.

So I made a purchase with a 3rd party that meant purchasing 2 items from Neo Direct. I changed my mind pretty quickly and let them know but it wasn't quick enough to cancel the delivery. Neo Direct were extremely helpful and understanding and sorted out return labels and very quick refund once tracking was provided. I must admit I definitely wasn't expecting such quick and helpful responses, very freshing in this day and age so thanks again for great service.

Returned an expensive item c.£300 over a week ago. Have had no confirmation from Neo or response on my refund. The item was unopened and I have the delivery confirmation. Unfortunately finding it difficult to contact their customer service have emailed and left a voicemail.

Although I had to return the item, they were very prompt and helpful and gave me a refund without a quibble. I would definitely recommend ordering from them. Their customer service was very helpful.

Item wad the wrong size and the material was not as described

Bought a Kamado 13" Ceramic Mini BBQ from Neo via Amazon. Arrived in a damaged box with the contents broken into several pieces. Ordered a replacement. Same thing but smashed to smithereens. One breakage I accept happens. But two in a row? A sign of inadequate packaging or that the ceramic is of poor quality. Possibly both. Pity because, in theory, the BBQ looks really good.

Updated to reflect prompt and friendly refund by customer service staff. Thank you.

I am not in the habit of ordering things from the internet, I have been looking for garden storeage box,s for some time, and found your,s for ale at a handsome reduction so I took a chance and ordered two. They arrived three days later and they are perfect for me,I cut the end,s out and made door,s for them and they ars now used for keeping my newly hatched chicken,s
Kind regards
BERNARD.

I wouldn’t give you one star if the option was there. Do not accept orders if that item is not in stock, a week later and I am still waiting for a refund.

Excuses of lost in transit is simply lying!!!

Ordered a Kamado egg ceramic BBQ. It was delivered by DX Express. The box was damaged and wet. The ceramic BBQ was poorly packaged with no padding, just a few pieces of cardboard - unsurprisingly it was smashed to pieces inside the box. I emailed photos to them immediately and received no response or acknowledgment. Have emailed several times and tried to call with no answer. Don’t purchase from this company.

To update based on the retailer response below - I’ve sent my order details and issue four times now and still haven’t received a response.

Bought a stream mop which I was pleased with but after several months it failed to heat, however, Neodirect replaced it very speedily. Great service.

My product developed a minor issue 9 months after I purchased it, and I emailed customer support asking if they had any advice on how to rectify it.

Within 24 hours they had dispatched a whole new replacement product, completely free of charge.

The product is excellent value, and the customer service I received was exceptional!

NEVER EVER EVER order from this company. My Kamodo egg bbq was shipped upside down, the box was damaged and all the ceramic was smashed inside the box. You cannot get through to their phone lines and they don't answer emails. Avoid at all costs. I sadly though ordering through Debenhams online would be a good options but it turns out they use this outfit as a 3rd party supplier. AVOID AT ALL COSTS

Awful customer service! Do not buy from Debenhams as the product comes from this company. I received a damaged bbq over a week ago. It has one of the legs missing so cannot be used. I have been waiting over a week for a response from the company. I’m not sure they even exist anymore. If I do not receive an update by tomorrow I will request charge back from my bank! Avoid Avoid Avoid !!!

Tesco market place purchase. Neo 4 Tier Clothes Horse Drying Rack Folding Side Wings Rail Stainless Steel Stand Laundry Garment -Grey from Neo Direct Ltd, what a mistake that was. The item was difficult to assemble, rods would not stay in-situ, they were just too short, very flimsy materials. I put some lightweight clothes to dry, later I found them on the floor, the rails had slipped out. I thought I had purchased at a good low price but the item was not fit for purpose. Requested return from Seller as advised by Tesco, but contradicting messages received. Seller was arranging courier return, Tesco were saying non- returnable and no refund. Now awaiting collection so it’s wait and see. Not a smooth process and very aggravating.

I have not received my purchase. Evri, your courier delivered it to the wrong address and as no-one has returned it to me I now assume it has been stolen. Tried to contact your customer services multiple times.

Ordered a Neo 9000 btu air con u it received a 7000 btu unit
I have emailed 3 times and left 2 answer phone messages plus tried calling numerous times with no reply to resolve this matter
Feel like I have been ripped off

BBQ delivered smashed to bits. Purchased via Wowcher.
Neo direct finally replied to my email Friday offering a collection of the item. I emailed back immediately to confirm and yet I have heard nothing back from them.
Case raised with my bank now as it’s pretty obvious I won’t be getting a timely response from Neo direct. They don’t answer the phone and they don’t reply to emails.

Absolutel non existent customer service! I bought FOUR cooling tower fans - I had THREE delivered. Now I know it’s partly down to the incompetence of evri for messing up the delivery. However you can’t get through to anyone at neo and when you do you get absolutely no help or assistance at all. First and last time I will be buying anything from this company
This problem is not with evri - this problem is with you - I have sent message after message and ignored and then when I did provide the order number you refused to give me a refund because you said they had been delivered! 3 were delivered not 4 and I would never accept anything but a refund from yourselves as your service has been a disgrace

I ordered a bbq and when it arrived it was completely damaged beyond all measure. It was bought through Marketplace on Debenhams. I contacted both Debenhams and Neo Direct immediately, stating I wanted them to process an immediate return and refund as per their returns policy. I was contacted 2 days later by Neo and I confirmed I wanted a refund as I had now bought another bbq to cater for an event I had originally needed this one for. Neo stated they would process a return yet I then received a message from Debenhams stating that Neo had sent a replacement which I DO NOT WANT.

They also said they did not require the originally delivered and damaged bbq to be returned so they clearly don’t want it back, hence why they are trying to push a replacement.

Just give me the refund.

Placed an order on the 24th for an air cooler and paid an extra £5 for fast delivery. It was supposed to arrive yesterday but never did. The tracking has not updated at all and only says “we are expecting it”. I have also tried contacting support multiple times with no response. This is extremely disappointing and I would like an update on my order and delivery as soon as possible.