Quadient UK Limited (Formerly Neopost UK Ltd) Reviews 3.267

quadient called back today, have arranged call back tomorrow good service

It took 1 hour and 10 minutes for someone to answer the phone.

I have just changed to a new PC and need to transfer bulk mailer to the new machine. I need an updated Key to complete the transfer.

I was told it would be e-mailed through, but I only received an e-mail saying my issue was resolved when it hasn't been.

Thanks
Rob

I telephoned on the Tuesday regarding my problem and waited nearly one hour for someone to answer the phone and it was 4.30 and there was no one there. I have came in this morning and same thing, waiting for someone to answer the phone nearly an hour,which is not good when you have other things to do.

The person on the help line was very helpful and the problem was resolved successfully.

Engineer called to install 7 franking machines round 7 different branches. He called before each visit so we were aware and introduced himself. He installed the device and then demonstrated it for the staff. Very professional.

Quick response. Great customer service and problem solved quickly.

Very good service

Minor technical issue with on-line portal quickly rectified by Millie.

Operator was friendly, competent and spoke clearly.

Abysmal - failure to help - obstructive. Do not use

I'd asked for a call back but got an email instead from a colleague. Then two attempts were made yesterday I understand - hardly constitutes "several".
Meanwhile service engineer won't deliver replacement mat for Folder machine as it's too far to travel as the normal engineer is on Holiday. Apparently arranged posting but has not arrived - very poor service.

Not being able to speak to a human being about a query.
My manager phoned Quadient this morning to raise an issue with one of their franking machines. Despite several conversations with the chat and emails the issue is still unresolved and we are a business that need to send out urgent post.
Very dissatisfied with them.
EDIT: I am pleased to report the issue has now been resolved and I give Quadient a rating of 5 stars.

I can’t give no stars so I have to reluctantly give one star!!!

These guys are great at selling you a product and taking your money but possibly the worst company I have ever had the displeasure of dealing with when it comes to any follow-up Customer Service. If anything goes wrong good luck in finding anyone who will show you the respect of responding to your emails or calls let alone actually help you!

In order to attempt to get a satisfactory outcome to my complaint I had to cancel all direct debit payments, issue Quadient with a breach of contract notice and contact (twice) the contract cancellations department before anyone would listen to me and try to rectify the issue.

I was eventually transferred to a person who did listen and said they would fully sort out my issue. Stupidly believing this person would put the situation right and having been persuaded into continuing to work with Quadient they then went the way of everyone else and ignored me having only partly rectified the issue. So I told them to cancel the new contract which finally prompted them to book an engineer to come out an solve the issue with the new machine.

But I still have the old machine and can’t get it collected despite following all the online processes to book the collection. Quadient’s finance department are issuing me with credit notes that are totally inexplicable and I can’t get an answer as to why.

Added to this I now find out that the cost of franking a small parcel is £0.70 more expensive with Quadient than through Royal Mail’s portal so I only use the machine for a handful of items now.

So I'm still having issues 5 and a half months on of from the initial problem (which was entirely of Quadient’s making by the way) and have paid for 2 months of Franking Machine use when I’ve not had a functioning machine.

One of the worst companies I have ever dealt with as far as customer service is concerned! Sign a contract with them at your peril.

The replies were efficient and impersonal.

Awful customer service, been trying to cancel our account and have our franking machine picked up since March 2025. Originally told someone will call within 3 working days, didn't happen, now I'm just getting standard replies to all my enquiries that our request is being dealt with by their cancellation department.

Problem resolved quickly and efficiently.

We orginally signed a contract with Frama for our franking services who were brilliant, Quadient has since bought them out and since dealing with them everything has gone significantly downhill. Getting someone to reply to an email is like pulling teeth and when they do reply, the issue is very rarely resolved. Almost a month ago I explained we had moved and needed to change the return address on our franking stamp. I was informed it would be around £260 to do this (which is insane) but as it's essential, I confirmed i wished to go ahead. It still hasnt been completed and now my emails about it are being completely ignored. I was last told they were going to escalate this to a manager 10 days ago. Still not reply and no response to my follow up emails. This means we are stuck with mail going out with the wrong return address until they decide they want to provide some semblance of customer service. I would not recommend this company.

Very helpful and reassured me as I was not sure after reading the instructions how to do a manual payment as had a surcharge through the post

John was really helpful managed to sort out out problem

DD payment system failed and correction really not good enough without so much as a thank you when brought to your attention