Neo Direct Reviews 

I had a problem with the delivery of my Neo fan - the courier company being at fault. I contacted Neo Direct’s customer service team and received great service from a professional and very helpful team. The problem was resolved by them, for which I am very grateful.

Very disappointment, after thinking this is a good company to deal. Firstly, ordered a BBQ on 23rd June 2026 and this arrived safely. On the same day I ordered a cover for the said BBQ and this has never arrived. Communication with NEO Direct is absolute zero..... I've rang them on numerous times and left messages and also sent a couple of emails and as of 2nd July 2026, had no response. NOT GOOD!!!

Awful- wouldn’t buy from them again. Zero effective customer service. Delivered my items entirely broken due to poor packaging, not responsive to emails and when finally agreeing to send me the refund I was due, basically blamed me saying they closed the case because I chased it too much.

Avoid this company at all costs
Damaged item received, ZERO communication, not even an acknowledgement to the email. Such utterly poor service and now the hassle of getting my money refunded throught the bank
Total scam

I ordered one of the upright fans, had a message to say it was delivered but I never received it, was not delivered to my address. I know it's not directly this company,s fault but im left without my order and out of pocket. May need to look at the company they use

Such a bad experirnce! I paid NEO for a marquee. Almost two weeks later I chased Debenhams. Wrote lots emails and requested a refund
Then got an email stating item was liat in transit ( seems to happen a lot to this company) also other reviews stated problems getting refunded.
Then few days ago a tall foreigner delivered the box leaving it outside and he rushed off i
I immediately noticed the. Ix was open ( I have photos) I tried to call him back but he skedaddled off
It was DX delivery this time. Im sure he KNEW it was a box someone had RETURNED and that it was actually broken in tie places as DISHONEST! My handyman found out today...ive got photos....im furious thst i had to pay my handyman one hour for nothing because the box us USELESS...it cant be assembled properly ...the clip is broken and the lock part where one can use a padlock us twisted. Just rubbish
Dont use Debenhams and NEO Direct...just asking for trouble
Disgusting ' shameful way to treat decent people. SHOP ELSEWHERE

Very disappointed with my experience. I waited over two weeks for a mattress topper, only for it not to arrive at all. The whole process was stressful and frustrating, especially with the lack of updates. I expected much better service and communication.

I had a slight issue with an item I purchased and within 2 emails a replacement was on its way. Very impressed by the speed and customer service levels I received.

Bought an item for next day delivery , order did not arrive the next day with no communication. Order tracking says refunded but no money refunded into my account. I have called but just get an AI mailbox. Disappointed.

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!