Neo Direct Reviews 2.054

Excellent mattress topper, I’ve had a couple of different ones in the past but, this one far out weighs those. Would definitely recommend it.

Would be zero if it was available to choose!! Ordered through Tesco market place on 23/12/2025. Was advised of EVRI tracking number and item being despatched on 24/12. Should have been her by 27/12..Now 31/12 and no order, tracking states EVRI still waiting to receive item from NEO Direct. Multiple emails and calls made and nobody bothering to answer them or refund my payment.Terrible customer service and experience, won’t be using again

No response to calls - answer phone as no one there and emails not answered for days. Wrong information about order and delivery and when the item arrived over a week too late protracted process to return items, wrong information and denial that goods had been received back with the company despite DPDs tracking information. They will do anything to avoid a refund!! Dreadful company and service

One of 4 stools arrived broken. Another broke within a week. The mechanisms faulty. Bought through Debenhams who haven't taken them back.

Neo Direct (Tesco Marketplace Partner)-
Ordered a gaming chair as a birthday gift and it arrived a full week late with zero communication. To make it worse, they sent the wrong colour entirely. They couldn’t even arrange collection — I had to haul the large item to the post office myself. When I asked for the correct item, they refused and issued a refund instead. No contact number, extremely slow email replies, and overall no sense of customer service. I’ve reported their conduct to Tesco. Avoid.

Ordered a Neo heater through Tesco Marketplace and thought it was a good deal. Unfortunately, the item delivered was incorrect (Neo sent it in white instead of black). So, I followed the returns process, which starts on the Tesco website. This creates a QR code for DPD. This is one big heater and I had to take it in the car to the post office, which was nearly unmanageable. DPD tracked the heater, and an email was issued confirming it was back with Neo. Tesco Marketplace advises to wait 5 days for a refund, when none was received I contacted Neo. There is only one email address; no other method of contact exists. Neo told me they had no information on the return, so I issued the information. Neo then said they needed proof of the return, so I issued the information. They then said they needed a returns process to be started. Which makes zero sense, the returns process was started and enabled me to return the item and provide tracking. I again shared all previous details. They have since told me that every email I send creates a new instance, and they start again. When I questioned this process, they blamed Tesco! I asked for their complaints process and was ignored, so I asked again and was told to email the person that I was complaining about directly and that they would 'look into it'! I am beyond it with the absolute lack of customer service and professionalism. I contacted Tesco directly who have said they will take over the complaint and try to resolve. Tesco provided a small gesture of goodwill in the meantime, however, I am still nearly £100 out of pocket.

I would strongly encourage anyone thinking of dealing with Neo to think again. There is only one method of contact - email, and zero customer service, to the point of ignorance and an attitude that the customer is the most inconvenient part of the business. Well, customers are the business, so let's hope that comes back to bite them.

After much trepidation when i read the negative reviews, i had a postive experience. The only negativd was that Tescos marked it as "delivered" when was not true. The treadmill arrived on the day they said. Pleased

Terrible company order 2 items like many others paid for the express delivery which I am finding out there is nothing express about it. Only have what I ordered has arrived. The delivery company they use DX is also a joke and i am unable to get hold of anyone to get anything sorted. I would not reccomend at all.

Don’t bother buying anything from this company they don’t deliver ..
the worst company I’ve ever brought from zero communication . Phone number doesn’t even exist, placed an order on the 2nd December for next day delivery 7 days later still not arrived I’ve emailed 14 times no response, no reply nothing . The tracking number raised doesn’t apply to any parcel I’ve checked with delivery company first time I’ve been scammed!!
Really cross I checked reviews before ordering seemed a good company now I’m out of pocket no communication, no delivery and no refund .
Do not buy anything as it won’t arrive nor will you get any money back as they just ignore communication and complaints they just don’t respond!!

Placed order with Neo Direct via Tesco with the promise of next day delivery, which I paid for!

Still haven't received my item, delivery company hasn't even received the parcel!

Shouldn't offer something you obviously cannot delivery!

Absolutely disgusting service! Ordered my son a gaming chair on the 21st November, delivery date set for 25th-26th, no chair! But Tesco marked order as DELIVERED when it has not been! DPD haven’t even received the order yet! NEO direct have since removed a working number that I’ve called them on, so no one can contact them, Tesco confirmed this! I’ve messaged them on Facebook, they read my message and ignored it! Don’t bother ordering from them through Tesco Marketplace, you won’t get your items!

Item still hasnt arrived, never answer phone email contact is vague they clearly dont listen to problem.
Ordered via Tesco market place.
Am now trying to get a refund.
Should have read reviews before ordering would have bought elsewhere.

Very late delivery, no tracking information, no replies to multiple attempts to contact them (via on line forms, emails, answer phone messages left). Item was promised with next day delivery - 6 days later it hadn't arrived, so I made a 2.5 hour round trip to a shop. I am now trying to summon some energy for a refund. I am not expecting it to go well...... if i can even contact anyone (even a bot answering a message would be a start).

My wreath was absolutely beautiful and delivered quickly.

Item was ordered via Amazon. It said next day delivery but still waiting for the item a wee later. Neo Direct kept saying it was due to DPD Black Friday backlog (really?!) yet couldn’t provide proof it had been dispatched. No further communication from Neo despite several attempts. Lots of Amazon reviews saying same thing DO NOT ORDER FROM THIS COMPANY

I asked to have the TSA Lock instructions to change the numbers. Apparently, that's not possible on the suitcases. I was told i have been sent a replacement, but the tracking they have provided shows no progress on where the parcel is. I have been trying to contact you for a few days now with no response. I am left without suitcases and money wasted.

I ordered a xmas tree from this online Company. The tree was not as described, very poor quality, would not stand erect and emitted an odour. I have sent 2 x emails to this company requesting a return. No answer. I have whatsapped them via the DBZ marketplace. Again no teply. My next stop is trading standards. I will not give up. Neo Direct, answer my email. Honour your obligation under the legal online obligations of retail. Do the decent thing and answer me.

I cannot give any feedback on the person who delivered my parcel, because I had to go out. When I returned home.it was there in the chosen place. I found it very easy to order my goods.And was kept well informed 0n when it would be delivere I would recmend this company to anyone

APPALLING SERVICE BY NEO DIRECT. PLEASE FIX PROBLEM: CANCEL ORDER, REFUND ME, AND COMPENSATED ME FOR MASSIVE WASTE OF TIME.
MY Order Number 5401-2388-90 was supposed to arrive Wednesday 12 November before 1 pm, and I paid £3.99 for next-day delivery. I took the day off work, unpaid, and waited home all day. Suitcases for planned holiday did not arrive. I phoned Tesco Marketplace Customer Service. Jack said that he would request the suitcases be cancelled, because they would arrive too late, and that he would ensure this was done and I would get a refund. I asked what would happen if the items arrived after I had gone on holiday. He said that the items would not be left at my house, even though I thought I had specified a safe place. I phoned Neo Direct. The woman who answered the phone said she could find no tracking details of the order and that, if I wanted to cancel and get a refund, I would have to phone Tesco Marketplace. But Tesco Marketplace told me that I had to speak to Neo Direct, a “trusted partner”. Late on Wednesday, I got an email from Neo Direct saying that the suitcases would be delivered on Thursday. I waited at home again. Again, they did not arrive. On Friday, I got an email from Neo Direct giving me a one-hour slot for delivery that day and that the suitcases would be left in my designated safe place. So I unticked safe place. There was no option to cancel the order. The only option I had was to change the delivery date, the latest date offered being 21 November. So I did that, to give myself maximum time to get the order cancelled by Tesco Marketplace in conjunction with Neo Direct. I tried to phone, but Customer Service did not answer. Then it closed. I SHALL COPY THIS MESSAGE TO TESCO DIRECT AND ALSO TRUSTPILOT. IF COMPANIES LIKE NEO DIRECT TREAT THEIR CUSTOMERS WITH CONTEMPT LIKE THIS, WE SHALL CEASE BEING CUSTOMERS. PLEASE CANCEL THE ORDER. REFUND ME IN FULL, INCLUDING THE SPECIAL NEXT-DAY DELIVERY FEE, AND COMPENSATE ME FOR THE WASTE OF TIME AND INCONVENIENCE.

Just an all round awful experience. Ordered some shelving which arrived badly packaged, damaged and poor quality. The returns process was a shambles, Evri kept lying and said they'd tried to collect (when they hadn't) and eventually just ignored all my messages. The second courier wouldn't collect so had to lug a really heavy package to the post office. All throughout, Neodirect didn't seem to care at all, really poor customer service. Got my refund eventually but needless to say I'll never use this lot again!