Love my lamp Makes a statement in the room

It’s taken weeks with no information or update.

We ordered a Shepton Glazed cabinet with a bespoke paint finish in July but the wine crosses were out of stock and discontinued, so we had these made by a local joiner (and painted to match the cabinet). The first cabinet arrived 4 weeks later than we were expecting it - but it had an ill fitting door and a dent. It took two weeks for this to be collected to be 'refurbished', two weeks later we took delivery of the cabinet which returned in a far worse condition due to bad packing - so that the shelves were damaged and the paintwork all scratched. We returned the cabinet again and cancelled the order. We were so dissapointed with the quality, not to mention that we went to the expense of having wine crosses made, but we never received any form of apology from head office or offer of compensation. The local branch were deeply apologetic but defered to Swindon. The one thing I can credit them with is that their delivery men were very good.

Chair was delivery with pen mark [looks like biro] on the arm. We were advised by the delivery team to accept the chair and Neptune will arrange a replacement as its a stock item. When contacted CS they advised that they will arrange to have it cleaned. We feel the chair should be replaced as delivered faulty, so now I need to stay in for a full day awaiting the cleaning company to arrive. This is not good CS and not what I expect from Neptune.

Brought a voucher before Christmas with expected delivery date to be 24th-26th December. Ended up arriving on the 3rd January...

Ordered on the 20th of December but never received an order confirmation email with an order number so I can’t track it and the package never arrived.

We have recently had a Neptune kitchen installed, it was a dream that we thought would never be a reality however, Gill at the Farnham store was fantastic in helping us visualise and make our dream become that reality. This was through clever design and advice on how best to use the space with the budget we had. We have had our kitchen for a few weeks now and the quality and craftsmanship is brilliant, we couldn’t be more pleased, the best decision we made. From the moment we had the first conversation with Gill in store through to our final post fit visit it has felt like a premium purchase experience. The team that worked on the installation are also worth a mention as they were a pleasure to have around whilst meticulous, tidy and clearly took great pride in their work. Couldn’t recommend enough.

Excellent service once again. Footstool arrived within a few days of ordering. Staff at Winchester extremely pleasent, efficient and helpful.

I ordered a table runner on 23 Dec paid 6.95 delivery still waiting on it .

I’m a long term customer of Neptune and until this last year, have very much loved the brand and highly recommended it here on Trustpilot and to friends and family. The online service/experience has for me, dropped considerably in this past year, specifically in relation to the level of assistance and the quality of service. The Stores’ continue to excel, but I get the feeling the service they would like to provide to customers is let down a little and made more difficult by this online team. This might only be my experience - I do hope so. Hi Scott and thank you for your response below. The delivery problem you refer to is only the latest in a number of ‘unneptune’ type experiences I’ve had with the online team in 2024. I wouldn’t have bothered to air my frustration on Trustpilot for an insolated issue such as that. Kind regards.

So disappointed - I haven’t received my order yet made 23/12/24 despite the delivery charge of £6.95! Other shops have managed to deliver when the orders were placed after Xmas .

Very good ordering and delivery on time

I purchased the hurricane lamp/vase in the sale and am delighted with it. It did take 2 weeks to arrive but decided to cut some slack as it was Christmas and was for me. Definitely worth the wait and Neptune as a good will gesture refunded the postage. It looks lovely in a very dark corner where an old stove used to be. Good quality and lit ready for New Years Eve. Thanks.

It is always a pleasure shopping in Neptune. We mainly go the nearest which is called the Reading branch, it smells nice, the staff are always polite, helpful and welcoming and the stock is always displayed artistically. Long may it last.

I was really disappointed when I went into our local store the Saturday before Christmas to buy my husband's present. I asked to purchase a picture from the wall only to be told I had to order it online. Apparently this is company policy, although I could see no indication of this in the store. So be aware of this to avoid disappointment. Unfortunately he had no present and I’m still waiting to hear when it will arrive. Not until the new year now. Very disappointing and frustrating.

I ordered the Long Island corner sofa back at the end of August and was assured I would get it by Christmas. My son and my niece were both moving into their own homes so I had promised them our current sofas. As December got closer it was looking like I wasn’t going to receive the sofa after all and I was not happy as I had no sofas and 12 people on Christmas Day! I had been in communication with Scott in the Customer Experience team and he was excellent and keeping me informed. He also appreciated that I was in a predicament for Christmas Day so arranged for a Shoreditch corner sofa from the outlet to be loaned to us which was delivered on the 18th December. However this was much smaller than the Long Island and really uncomfortable so I messaged Scott again and was surprised to be told that Neptune would be delivering the Long Island and collecting the Shoreditch on 23rd December. The delivery drivers were very polite and helpful and the exchange was all pleasant and swift. Please pass on my thanks to Scott and we are thrilled with our sofa

I ordered a Christmas tree

It’s odd to receive this email before my products have arrived. I ordered on 23rd Dec. Estimated delivery before 31st Dec for an item (rug) that is in stock. No further updates or delivery info (other than this feedback from).

Ordered my placemats on the 22nd December and they still haven’t arrived. Neptune have very kindly refunded the £6.95 postage I paid but the slow delivery service is still extremely disappointing. I called customer service today and they said the item still hasn’t been scanned in to the courier warehouse - it will probably still be a couple of days until I receive the item. Watch out with the slow delivery. £6.95 for this is outrageous.

My Neptune delivery, I received my new dining table last week. I’m really pleased with the quality of the product and the two young men who delivered it were great. They assembled it very quickly then gave me some after care information on how to keep it looking great. Have always enjoyed shopping in Neptune and I’m sure will return again and again in the future.