neptuneblanket.com.au Reviews 

They emailed me back within 24 hours of me contacting them and resolved my query straight away with fantastic customer care. The compression sheet arrived much quicker than expected and my son just loves it. Very happy and would recommend.

I purchased this mat in the UK on The Mellow Mat website [which I understand is part of Neptune Blanket as all my customer service emails have been from Neptune Blanket] on 23/11/23 and it was advertised as being dispatched on 30/11/23. On 29/11/23 I asked for an update on when it would be delivered and was told it was "due to arrive at our UK warehouse on 30/11/2023. Once it arrives it will take a day or two to unload and dispatch." On 6/12/23 I still hadn't received the mat so I emailed them for an update and received a very delayed response on 11/12/23 saying that "It looks like as of today it is being prepared for dispatch from our Warehouse." and they provided tracking info. There was no apology for the fact that the delivery was being dispatched 11 days later than advertised at point of purchase, or for the fact that I hadn't been informed of the delay, which is terrible customer service.

I finally received the mat on 14/12/23. It was delivered unprofessionally in a weak box which had some rips in it and the mat had 2 black stains on it, which would have been very noticable to anyone doing quality control. Evidently there is no such thing as quality control for the Mellow Mat. I emailed Mellow Mat on 15/12/23 asking for a replacement and for someone to pick up the old mat as there is no way I can vacuum pack it back up and fit it in its original packaging, nor would I want to run the risk of the mat being damaged further by putting it in a flimsy and ripped box. I still hadn't received a response on 18/12/23 (a second instance of slow customer service), so I sent a chaser email. It is now 19/12/23 and I still haven't received a response.

The combination of a late delivery without any communication of this fact, a damaged product that was delivered in flimsy packaging (which shows no quality control), slow customer service on 2 occasions and still no response on this issue means that I would NOT RECOMMEND anyone buying a Mellow Mat. They have failed in all respects and parents with babies should not have to deal with this unnecessary hassle and stress - they are better off buying a mat from a professional supplier which delivers quality products on time and provides good customer service. We have now raised this issue with AMEX as we have paid for a mat which we can't use due to Mellow Mat still not having resolved our issue, in spite of us emailing them twice.

Take money and don’t send order timely at all.

No customer service can assist with your concerns.

Wouldn’t recommend dealing with them.

There is no customer service at all! Tried calling them all day (Over 200 calls) with no answer.
Shipping time is quoted as 1 - 3 days, but my delivery is taking over a week.
DO NOT USE THIS COMPANY!!!
They are a scam.
Local SYD number, but their emails come from overseas.
When I contacted them via email they wrote back exactly what I wrote to them, and then stopped replying.
Terrible company!

We purchased a mat and are content with it. It's comfortable for our little one to play on and easy to clean. However we went back to purchase an underlay (as we often end up napping next to our toddler's bed!) and the experience was really disappointing.
Admittedly, I purchased the incorrect shape of underlay. There was a picture of the pebble-shaped rug when I picked my dimensions, so i assumed that was the item I was getting. I received a square underlay. On contacting customer service they informed me they don't make pebble underlays, and that I could only exchange the item if it was in its original packaging (I only found out it wasn't round by opening the box!). An expensive mistake, and poor customer service and salesmanship.

Ordered a super king weighted blanket mid October, the website saying they offer same day delivery. A week later I get a notice from the courier saying they tried to deliver but we weren’t home. We were. Working from home, right by the door, with a yappy dog. Trust me, they never came. Requested redelivery as instructed on their site, the site saying they offer next day redelivery. Days later I call, get hung up on by a bot saying I’ll get a link to a chat, follow the link and get on the chat with a person who says I have or organise redelivery again because “we didn’t notice it” (the redelivery request), give her my details again and she says the resolutions team will be in contact in 1-2 business days. Said I didn’t need the resolutions team, I just wanted the thing redelivered. Since then they have consistently claimed they haven’t heard from the ‘depot’ so can’t help me. Called Neptune. They are very empathetic and tell me they’ll contact me by the next morning at the latest. No contact. Several emails later saying I’d like to cancel the order and get a refund so I can go buy one immediately, I’m told it’s not their problem, it’s the courier’s and as soon as they hear something from the ‘depot’ they’ll let me know. I’ve explained over and over I want to cancel the order because I don’t want to wait forever for something no one seems to be able to locate.
I’ve now denied the charge on the credit card so I’ll get it back plus they’ll have to pay a charge for screwing me around. These guys are a sham. I’m not sure I believe the blanket was ever even sent.

Unable to submit photo, but received wrong colour mat. Tried to arrange a replacement or refund due to mat not matching website description and they are refusing. Tried leaving 1 star review on their website but it was never approved. Contacting Consumer Affairs as a next step.

After a year and a half of using the mellow mat t two particular spots became flat and wasn't able to fluffed up again. I emailed the company and pretty much got your order is passed its warranty period. Unsatisfied with the outcome they only provide a 33%discount which is what's the current sale at the moment. Victoria also said it will flatten and tear over time. Don't waste your time and money with this mat. Try another company.
Thanks Victoria I will never be referring your product to anyone ever again. Such a shame.

They have great reviews on their website but everywhere else has a average rating of 2.5. Really poor customer service. Hopefully this review helps people from purchasing this poor product

Absolute scam. Shoddy quality mat that basically came apart in less than a year. I emailed about getting a refund under warranty, and they told me as long as I cut up my mat, that would be fine. I did so and emailed pictures, when “Victoria”, the customer service rep backtracked and told me I couldn’t get a refund. I advised that I was promised a refund, and since then I’ve heard nothing. Hopefully a complaint to the ACCC and Consumer Affairs Victoria will help sort this out. If not, I’ll see you at VCAT, Victoria!

Buyers Beware - Neptune Mats not safe for babies and toddlers!

I’m commenting on here as I think people should be made aware. I was constantly seeing ads for the Neptune Mellow mat and was very close to purchasing the designer print mat.

After doing some research I reached out to Neptune asking what materials the mats were made of. Finally, after weeks of chasing them, they advised me that they use certified Okeo Tek Class 2 materials.

I asked them if they have any mats that are a Class 1 and expressed my concern for why they wouldn't use a Class 1 which is safe for babies and toddlers. I never received a response to my question from Neptune and decided to comment on their Facebook page.

Neptune very quickly deleted my comment on Facebook and blocked me from their page. I wouldn't trust this company or the products that they sell.

Terrible quality for the price you pay. My first mat arrived with two small tears in it so I emailed asking how I return the product. They took on average 2-3 days to reply each time and tried to tell me I damaged the mat which was not true at all but it took me 2 months of persistent emails to finally get them to agree to replace the mat. The replacement mat arrived undamaged some weeks later and I thought my problems were over. The mat looks great at first, nice and soft, thick and cushioned as it’s advertised but it deteriorates rather quickly. The fabric covering is so thin and wears very quickly. The foam is not high density memory foam at all it’s normal foam. I know this because after less than a year my mat has several small holes in the cheap thin fabric so I can see the foam inside and it’s not memory foam at all. For the $470 I spent on the mat and matching underlay I am pretty disappointed with what I received. Great idea, but expected better quality for the price they charge. They need to either lower the price or increase the quality of the materials I believe.

I will be the one to highly rate this product! I was really sceptical and hesitant to purchase the Mellow Mat as I had seen a lot of bad reviews. Reviews of people not getting their mats, the mat not being up to the standard it was advertised as and also not being able to contact the company.
Despite the reviews I decided to bite the bullet and purchase it. BEST PURCHASE EVER! Not only did my order come within the week, I had also contacted ‘neptune blanket’ via Facebook messenger and they replied to me within that day.
The mat is absolutely what is advertised. If you don’t have a steamer I recommend buying one as it made the mat puff up instantly.
Please take this review as an honest one, as they definitely deserve a higher rating. They have one extremely happy customer.

Having seen a friends mellow mat, When our mat arrived, it was clearly not right.
It looked like it had been soaked in water and was less than half the thickness it should have been.
I tried to call the support number but no one ever answers .
I sent an email and when I finally got a response, I was gaslighted saying I hadn’t let it puff up. That it was normal and I needed to wait.
I said it was never going to puff up because it was clear there was only backing and the minky layer. No filling.
But no, they insisted I was wrong.
After a month of back and forth, they agreed to let me send it back for a refund.
When they got it, they confirmed the mat was faulty.
Instead of a refund they sent me another mat, without asking if that was what I wanted.

The replacement was fine.

I should have learned my lesson, but when we moved house I wanted another mat for the kids room and made an order that was just over a thousand dollars.

Neptune’s checkout system uses shopify and that overrides their own checkout system (this was confined by shopify because neptune were completely unhelpful).
This resulted in my order being sent to Western Australia instead of Queensland. Shopify defaults to the last uses address and that was an address I used to send a gift.

Each email to Neptune takes several days to get a response. They never answer the phone.

If they had replied to my emails immediately, they could have redirected my parcel earlier.
But no, by the time they got their act together, the parcel was already in Western Australia.
Instead of having that parcel redirected to themselves and sending me my order from NSW, they are letting my order slowly make its way back to me. Hopefully.
It will be two months from making my order to hopefully seeing my order.

I asked for a refund but they ignored my emails.

I will never ever purchase from Neptune again when there are so many other companies selling similar products.

The risk on purchase is too great.
Not worth it.
I regret ever having dealings with this company.

I've been using weighted blankets for many years and know what to look for in a good quality blanket. Neptune claims that they have the smallest pockets on the market, however there are no pocket measurements given anywhere on the site. Very little detail is provided about important details such as stitching and duvet loops.

There are many suspicious five star reviews including customer photos showing blankets with hexagonal pockets. Either the reviews are fake or customers are receiving random cheap blankets with a Neptune logo slapped on.

Neptune's store has also become bloated with unrelated products sold at ridiculous prices. It doesn't take a $100 flashlight to see that Neptune Blankets is just another greedy business profiteering from the NDIS.

Mixed review. It took 2-3months to arrive (!!!), after constant preorder date changes and no contact for 2 months from the company I finally got a message right before it was ready to post. When it arrived it was flat and lumpy, I followed the instructions and ironed it with a wet towel and it puffed up beautifully. I thought it was worth the wait and was happy. But then… it got two small cuts in the top velvety layer which quickly turned into big holes as EVERYTHING including the vacuum and kids toes catch in them. It is a crumb magnet, even after vacuuming if I shake it is is still full of crumbs / sand / dirt. Purchased august (?) arrived November. It is now mid June and it is flat. Any high traffic areas are completely flat with no cushioning at all. I tried the iron / steam trick and it did nothing. So now it is only puffy on the unused corners and edges. I guess if I flip it around we will get a bit more use out of the puffy side but it’s all a bit of a let down. I wouldn’t buy again :(

Warning don’t buy a Mellow Mat. They are so over priced and are nothing like what you would expect them to be. Awful with pet fur, the cheap fabric is like a magnet. Even after a vacuum it’s horrid, rough and not worth the price at all. I was so disappointed and then found out they have a no return policy on the mat once it’s out of the box, so obviously they know it’s not a good product. And customer service was an absolute joke. In the email they sent me they said they have many positive customer reviews but they put the words “customer’s” and “reviews” in quotation marks… I actually laughed- so the customers and reviews are just a figure of speech and don’t actually exist? Lol! Please do not buy from them there are so many better brands with far better service. Usually I check reviews and I wish I had because now that I’m writing one I see MANY others have had issues with this company and their poor quality product.

I ordered a jumpsuit for about $80. It came 3 sizes too small. I tried to get in contact with Neptune Blanket to exchange it for a different size, but they were uncontactable.

Purchased 2 mellow mats 31/10 pre-ordered for 15/11. It’s 1/12 and still no mat. Given tracking number but item not even dispatched from their warehouse, what’s the point? Kept in the dark, I don’t even know when I will receive my item if ever. Spent $323 and nothing to show for it. So so disappointed, and customer service was unsatisfactory. Not sure if I’m being scammed either.

I have bought the Acupressure Mat ECO Pro, the Back Stretcher, the Weighted Blanket II and a Organic Cotton Cover.

Let's start with their delivery. It was on time as expected to the very day, even with all these restrictions going on with COVID. Ordering is very simple.

The Acurpressure Mat is pretty awesome, when you are first getting used to it wear a shirt and maybe only spend a few minutes on it, but it works great and helps with sore muscles (I have damaged nerves that make the muscles in my back, shoulder and neck rock solid).

The Back Stretcher is pretty straight forward, a bit cheap for the price however on the first level of stretch it works pretty great so no complaints.

The Organic Cotton Cover is very soft! However not needed as the Weighted Blanket II comes with a very soft cover on it, but very handy to have a backup.

The Weighted Blanket II is a game changer for me. (I bought the 9KG blanket), I have never known such great sleep, I have only had it a few days now and I'm usually a restless sleeper who hates the bed because I can never fall asleep (anxiety, stress and pain problems) but since I've bought this blanket I feel rested and I can fall asleep very fast in comparison. I am never going back, this blanket has improved my life by an amount I didn't even know was possible..