Neo Direct Reviews 2.054

BE VERY WARY. Absolutely terrible. They work through Debenhams and the item was damaged so I asked to return. I was then deducted £14 in fees to return the faulty items. Debenhams confirmed that the refund is managed by Neodirect (whilst Neodirect blame Debenhams). It’s a joke. I would never order from them again.

I recently made two purchases from Neo Direct via DBZ Marketplace 23/01/26. One was a set of storage glass jars along with a 10 peice glass TUP storage set. Contacting Neo Direct was easy. Communications were via emails and responses were very quick... within 24 hrs addressing my enquiries. Customer Services offered me options to resolve the issues I had and as a customer I was very satisfied. I was refunded for the missing delivery of the three glass jars. I got an email with options to choose a replacement or be refunded for the damaged 10 peice TUP glass storage set. I chose a replacement. Once I chose and confirmed the replacement and had sent proof of return for the damaged 10 piece TUP glass set via email, surprisingly I received deliveries of my chosen replacement the following day.
I've had an exceedingly good first time shopping experience here and would not hesitate to shop again from this company.

Thank you Neo Direct.

The items were well-packed and delivered quickly. Easy to follow assembly instructions were enclosed and the items are in use at this time.

I ordered a Pair of new bar stools for my new kitchen items arrived quick enough but one had a rip/burn in the back of it. I contacted Debenhams to complain about the faulty item. That in its self was pathetic but managed to arrange to send back the damaged item. With no contact from NeO Direct after complaining again to Debenhams I was told they now have 15 days to respond. Respond to what they sell damaged/ seconds and still have weeks to send me a replacement. Avoid this lot at all costs. Promise the earth and deliver cheap rubbish.

I ordered an item through Tesco Marketplace, not realising who i was actually dealing with. My order never arrived although Tesco's website said it had been delivered. The third party courier's tracking service said they were awaiting it from the supplier - 3 weeks after ordering. I looked on Tesco for a way to get a refund and they wash their hands of Market Place orders - despite being legally respnsible as the contracting party - telling you to contact the seller direct sending you to a page with all their 'partners' listed. Neo Direct are listed - with no contact details. I had to telephone Tesco - there's no other way - and request a refund. I then got an email from Neo Direct sending me to a courier page to return the item - which of course had never been delivered - at which point they would consider a refund. When I complained to Tesco - by phone - I got another email from Neo Direct saying "Be advised, as you have communicated this with Tesco rather than us directly, we were not made aware there =was [sic] an issue with your order." All Neo's emails come from one-use only temporary email addresses: you can't email them directly. I am promised a refund, but their policy is clearly an attempt to do everything legally possible to dodge their legal responsibility for remote sellers. I'd avoid Neo Direct, both because they are a nightmare to deal with and because this sort of unethical behaviour should not be encouraged. I also wonder why Tesco align themselves with an outfit like this. I shall not be using Tesco Marketplace again.
Update. Just received another email with a single use disposable email address threatening to treat this review as not genuine unless I provide further details. This company really are sketchy. My initial suspicions about their lack of customer care have been borne out by their subsequent behaviour!

Got to be one of the worst company’s I have ever dealt with in my life purchased a inflatable mattress on the 5th of February for next day delivery it arrived on the 9th no longer any good to me as it was ordered next day for a reason, contacted neo that were absolutely useless eventually got a return label after having to explain a thousand times they use evri for return who take the parcel scan it you don’t get a tracking number I now have no refund and am constantly trying to get an answer as they now have my money and the matress I’m not sure they know what they are doing I am now contacting trading standards with my complaint I wish I would have looked at the reviews before buying anything from these cowboys

Ordered a black heated throw for delivery around 22/12/25. I received a grey heated throw so reported this but due to holidays heard nothing til early January.
I was then unable to get the black throw as it was out of stock.
After several messages between the company during January about returns and goodwill gestures I can now conform that Neo Direct have sorted any problems and have been both extremely apologetic and generous in sorting any issues which I am very grateful for.

I returned a parcel on 16th January . Had not received a refund yet and they are saying that they have not received my return . I deleted my ref no by error and am not getting any help at all from courier company or Neo . Who pays for the return . If it is Neo then I have been advied that they should Investigate this issue on behalf of myself . Trading standards advised - While you are responsible for returning the item, once it is in the hands of the courier (especially if using a service they provided), the risk is with the seller to prove they haven't received it. If it hasn't turned up, the first thing you need to do is to contact the retailer.Which I have,

"It is the responsibility of the seller to contact the courier - who they've entered a contract with - and let you know what has happened to your item.

I bought an ice maker it worked for a few months now leaking terribly so need a return. I when sent 5 emails and not replying. Really disappointing as an item shouldn’t last just 3/4 months. Really poor customer service will be exactly why I wouldn’t order from them again

I placed an order and received an order confirmation email with a reference number. I waited 8 days and hadn't heard anything or received anything so I emailed them with the order number asking for an update. They replied the next day apologising but saying they had no record of my order (the money left my account 7 days before and I had an order number so I don't know how this is possible). Since then I have emailed twice but received no reply. In summary, they have taken my money, I have received nothing and they are not replying. Terrible company.

Awful, do not buy if you think you might need to return item. They will refuse to refund or even acknowledge that the item has been received. I have had to run around and contact tesco marketplace and go back to the post office to get proof I was there. Rude emails from Erin and no help at all. This is ongoing and I won't give up until I have a refund of 59.99.

Brought a steamer via Tesco market place was promised next day delivery
Order number 7011 2319 21 was confirmed and took my money this was 5 days ago heard nothing else can not get hold of anyone not answered emails very very poor service never use agaon

I placed an order through B&Q on 6th January 2026, with Neo Direct listed as a verified seller. It’s now been over a week, and I have not received my order.
What’s worse is the complete lack of communication. I contacted Neo Direct multiple times via the provided channels, but received no response whatsoever. There was no clarity on the delay, no updates, and no effort to resolve the issue.
This experience has been extremely disappointing. When a seller is verified by a reputable platform like B&Q, customers expect reliability and accountability. Unfortunately, Neo Direct has failed on both counts.
Timeline of Attempts:

6th Jan: Order placed via B&Q
estimated delivery: 7-8th of January
8th–12th Jan: Multiple attempts to contact Neo Direct (emails/messages) – no reply
13th Jan: Still no delivery, no communication

I strongly advise others to think twice before ordering from Neo Direct. If you value timely delivery and responsive customer service, this is not the seller to trust.

We bought a self assembly portable clothes airer from Neo. I tried to put it together but found out that they had included some parts that didn't fit together properly, so the airer didn't work as it should. I contacted the company and they told me that the airer was now out of stock, so I couldn't have a replacement. They did send a link to send the airer back however, so I can't fault their after sales service.

I ordered for the very first time as i not know about this service Tesco Market Place - a Heated Electric Grey Throw the company Neo Direct Ltd … based at Leeds, when you place an order apparently you only have 30 minutes to cancell your order. Which i was not aware of until after the purchase had gone through. It litterally only a short while after this time frame. I know that there was no way that the goods had been picked or dispatched yet as / it was just after the 30 min cut off time?
I have tried via there website Tesco Market place, Neo Direct mobile portal, 2 emails to cancell no response, asking to cancel the order before dispatch. Because once again i did not know that after the 30 min time frame it the goods has/ have to be delivered, and if you want to return the goods, you have to request a Return form and if nothing wrong with the goods, you have to pay the return postsl fee. ( This is very wrong, very bad!)
Which i am sure there are Laws for Long Distance Selling Regulations. Where the seller has to pay the return postal fee, whether the goods are faulty or not. I am sure a 30 day - law / ruling, is in place to protect the comsumer!
Do not deal with this company.
I found similar goods else where cheaper free delivery and guarentee.

Ordered the wrong ladder so requested a return label the same day (18th Dec). Sent it back on the 19th. Have never had my refund. Sent them proof of postage and they are not responding to my emails. Used them via Tesco marketplace but never again.

All very good

I received the wrong order and weeks after they received the item I returned I still haven’t received a refund. Avoid this seller at all costs.

Easy to assemble lots of drying area and folds up for storage