Neo Direct Reviews 

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!

Reliable. On time delivery also Thankyou. Also kept me updated regularly

Received damaged item and was offered a partial refund as long as I kept the damaged item. I agreed to this as the process in contacting customer service took ages as you have to wait days for each response. Still waiting for refund despite ordering items on 17 Sep.

Great festival cart at a fantastic price and fast delivery.

I had a great experience with Neodirect I am very happy with my purchase the whole process was very smooth. The product was delivered quickly I am very happy with my product and Neodirect. ☺️

Great
The company is doing well
I received my stuff within stipulated time.
No hassle

I recently purchased some suitcases through Tesco market place. Upon arrival there was a very small issue with my order I contacted the company had a response the same day and they rectified this by sending a replacement. Delivery was excellent came next day. I would order from this company again

The festival cart is smooth running and seems good quality. Standard underbed storage boxes fitted it, which made it useful for moving into uni halls.
No instructions in the box and Customer service useless when asked about construction but found a helpful you tuber!

Article qui tombe en panne après 3 utilisations. Je contacte le service client qui m'indique la marche à suivre pour renvoyer le produit "à mes frais" en Suisse. Coût de l'opération 18,45 € pour un article à 29,95 €

Ordered a walk pad and was initially impressed with the ease of process and speed of delivery - under 48hrs.

However that’s where the positives end.

When delivered the pad was just left outside our front door, despite the fact both my wife and I were at home and the weather was very showery. The door wasn’t knocked, the bell wasn’t rang. Had my wife not randomly looked out the window 20 mins after the 10:03 timed delivery, the cardboard box would have been even more soggy than when we were eventually able to retrieve it.

I instantly filled out an online form to let them know we weren’t happy, but it failed to send. I then rang the number they gave for contact on several occasions, only for every call to divert to a foreign phone number, with a pre recorded American voice saying ‘no one is at their desk to take your call’.

I carefully read many TP reviews before using this company and did so because the vast majority were very positive, but this definitely hasn’t been our experience and I’d therefore urge caution before making the same mistake.

I ordered a festival buggy on 17th August 2025. I ordered it through Tesco marketplace. I received an email on 18/08/25 saying it had been dispatched. I still had not received my order a week later and on the tracking it stated that the delivery company were still waiting to receive the item. I got in touch with neo direct who said that it has been lost in post and would I like a refund or replacement. I replied and said I would like a refund as I bought another festival buggy from elsewhere. I then received an email back some time later saying that I would need to get in touch with Tesco marketplace and ask them to reopen the case which I did and again I heard nothing from neo. I emailed them yesterday and got a reply today saying they have not received a request from Tesco, I know they have as I was on the phone when she sent the request. They are now refusing to give me a refund and saying I will need to get a refund from Tesco. I suggest anyone thinking of buying something from here to avoid it at all costs. You won’t receive your item and won’t get a refund

The item is missing parts. Getting a return is like pulling teeth
Im about to claim the money back via bank as im not getting anywhere fast. Their system is flawed, every time you email it starts a new query so there is absolutely no follow through. Won't buy from them again.

Goods as expected delivery on time. No problems at all

Did it's job perfectly 👌

Great service and delivery

The after sale service I received from Neo Direct was outstanding! I purchased a truck cart for my Grandson, the quality of all materials was excellent. However, there was a problem with the quantity and type of wheels I received. I contacted Neo Direct requesting assistance. They responded quickly and the manner in which they wrote their emails in response; were full of genuine empathy and before long they had the issue resolved. The actual cart is a quality item. Yet must give a massive shout out to Lauren and Erin who both responded to my queries and arranged the final resolution. Clearly there must be many others in that team and running the system who are also silent heroes, working in the background but vital cogs. We live in a world which has so much negativity; it’s great to highlight ‘best practice’ customer service. Many, many thanks.

Product was bought via Debenhams website. The knocker chairs look fab, however the chair legs appear to have been made to fit the wrong way. I tried calling Neo Direct multiple times but no one ever answers. I have sent emails and no response. I am stuck with chairs that I cannot use. I will have to resolve via my bank if no response after 14 days.

easily used

I ordered from Neo Direct through TESCO Marketplace but Evri didn't manage to deliver the item. Two weeks later, still no item so I reached out for a refund - the lovely Lauren on the end of the phone talked me through the steps I needed to take to begin the return and everything was sorted within a couple of minutes. She was even able to give me clear instructions on what to do if the Evri parcel does miraculously turn up!