Neo Direct Reviews 

Fantastic company

Fast service
Competitive prices.

So easy to order, item description faultless, item quality excellent (collapsible ladder), delivery very quick and overall experience of buying from Neodirect was spot-on. Highly recommended supplier. Thanks.

DO NOT ORDER FROM THIS COMPANY! I ordered a fire pit at the beginning of July from Debenhams, I needed to return and was given an email to neo support, I sent an email requesting a returns label, this took weeks of emailing and involving Debenhams, I was sent a label eventually and retuned the item, however I have still not received my refund or a return email after emailing them my receipt!

Do not order from this retailer. My order took a month to arrive and it was the wrong item. I returned it using their instructions unopened and it the came back to me. The customer service just stopped and they failed to respond to my emails. I went to Wowcher as this is where I ordered from and their customer service was excellent. I finally got a reply from Neo asking for proof of return,they've only responded because Wowcher contacted them. I'm two months down the line with no resolution.No refund and the wrong product. I really regret making this purchase it's been a nightmare.

purchased a Neo ice maker in May 2024 for around £80. After just over two years of normal domestic use, it developed a significant water leak. On inspection, the internal water hose had visibly deteriorated, with extensive cracking and multiple holes along the pipe, making the machine unusable.

I contacted Neo in the hope they would help, particularly as this appears to be a premature failure of an internal component rather than normal wear and tear. Unfortunately, the only response I received was that the two-year warranty had expired and that my only option was to buy a new machine.

I appreciate that warranties have time limits, but I would have expected an appliance like this to last considerably longer than two years. A perished internal water hose is not what I would consider reasonable durability for a household appliance. A warranty period is not considered a timelimit for an appliances lifespan and an internal hose should last 5-10 years. The motor and condition of the ice machine is perfect.

I was disappointed that there was no goodwill offered, no discussion of the nature of the fault, and no attempt to provide a replacement part or any other solution.

Based on my experience, I cannot recommend this product or the after-sales support.

I ordered a festival trolley via tesco market place, it arrived quickly on the Sunday but one of the wheels didn't fit, it was clearly the wrong part. I emailed immediately but had no response. I have tried calling numerous time but always get a voicemail. I did have an email from Evri to say something had been dispatched on the Monday, so hoped they had just sent the replaement wheel but 2 days later the tracking had not updated , then disappeared altogether. Still no response to emails or voicemails.and I now have a trolley that can't be used and we are going camping in 2 days time and needed this for the trip.
No customer service at all, not just poor.

Extremely disappointed with this company. A garden storage box arrived damaged and appeared to be 2nd hand as the wheels were scratched. Difficult to assemble, extremely flimsy, not fit for purpose. I asked for a refund on 24/6. It has taken many frustrating emails to arrange collection of the parcel, which didn't happen until 3/8. It is very difficult to contact the company, it can take several days to get a reply to an email. I tried phoning but no luck there. I bitterly regret ordering from this company. It feels as though there are not enough staff available for custer service. Every reply from the company starts with "we're experiencing a high volume of customer enquiries ...". I feel very dispapointed and let down. The company website claims it is rated excellent on Trustpilot but this is not true. LATER, following this review I was contacted by Grace from Neo asking me to contact her with further details and she would personally look into this. I sent the details immediately and have heard nothing.

Having used a voucher from another company to buy from Neo it was becoming difficult to get a refund to my bank. Neo helped by providing a screenshot of the repayment to that company which helped to resolve the issue.

Awful customer service!!! I ordered a parasol from this company via Debenhams website. The photo on the website was of a mid/dark green parasol however when it arrived it was a very pale mint green and not suitable. Since then I have been attempting to contact this company to arrange a return however 3 emails and numerous phone calls (no one answers the phone, it just rings continually and then goes to answer phone) later I am yet to receive any sort of response..... not even an acknowledgement of my email. Tried contacting Debenhams to see if they could help but they have referred me back to the company for a resolution.
Very disappointed in the service and would suggest if you want something that looks like what is advertised you look elsewhere!!
Not sure how I can return or having read the reviews on here that if I do I will even get my money back.

Ordered a fire pit via Debenhams. Unfortunately, it is too large for my requirements. Debenhams won’t take responsibility and have advised me to arrange the return directly with Neo Direct.
I have been trying to arrange this return for the last 3 days with no success.
I have emailed Neo Direct 3 times with no reply!
Not really sure what to do next. I want to return this item for a refund and I am getting nowhere!

Everything about this company is rubbish rubbish rubbish. Don't bother with them as you will end up being disappointed

Ordered a steamer from them via Amazon. It was delivered on 09/07/26, to my door step in clear view of the path and main road. It was not there when I got home. It was marked as left in a safe space on Amazon. Contacted Amazon who showed the delivery photo and I confirmed that the location was not a safe space. They contacted Neo Direct and did not receive a response. On 17/07/26 I contacted Neo Direct via Amazon and did not receive a response. I had hoped for a replacement to be sent out, but now I'd rather have the refund to get a steamer from a more reliable company that uses a more reliable courier than Evri. Since they don't respond I'll not get a refund either so it's probably just bet to let people know you won't receive the item you've wasted money on and that I'm reporting them and Evri to Trading Standards.

Update: they contacted me, asking me to fill out a declaration that I hadn't received the item. Did this and then received an email telling me that they couldn't process it until I returned the item - the item I didn't receive because their courier left it out in public!

Further Update: I did eventually receive my refund, but just now received an email from TrustPilot telling me Neo Direct line ant further information or it lse they'll be treating my review as none genuine! Makes me wonder whose else they've done it to and now many reviews they've had removed. Terrible!

Very good a was a couple of nuts short an they sent them out straight away and now my bbq is all up and ready thank you

Rubbish! Sent product back, still nothing after 2 months have to pay Klara now, avoid these scam artists

Brought a fan through The Range and not only did it not come in the wrong colour but it also came damaged. It has been over two weeks and I am yet to receive my refund. Would give a zero if I could simply for poor communication.

Do not use, ordered an item, they cancelled it, no refund, no response to phone call or customer service emails!
Had to take up a dispute via paypal to get my money back!
Having taken the advice from the response below still no refund!

The first clothes airer arrived damaged so I got in touch with Neo Direct. I explained that, although I ordered it on 7th May, I did not realise it was faulty until 22nd May when we assembled it as we'd been away. Their Customer Services Department - Emily in particular - was extremely helpful and organised an immediate replacement telling me to keep the damaged one which I said we would keep for "spare parts" if necessary! Very impressed with the service we received and would highly recommend this company.

Had issues with my order as item was damaged in transit, Customer Services dealt with the problem very efficiently.

Ice crusher broke after two uses and company had previously been unresponsive to calls and two emails.

However, as well as responding to my review here, they have independently contacted me to acknowledge the situation in a very apologetic and professional email and it looks like a replacement is on its way. Thanks Neo Direct.