Neptune - Chiswick Reviews 

Beautiful footstools - great service!

I have been a regular client of Neptunes for over 5 years and at the beginning, the staff in the shop were so nice and attentive. When I started renovating my home, I decided to buy beautiful lights there as well as other products. We are really happy with all our purchases but we just had such a disappointing experience with the customer service in that particular shop. « Everything is easier online » (quote from a vendor) when I came one day with my husband to buy a sofa on sales in the shop 2 years ago. Well Ok, thank you, I bought my sofa somewhere else. I decided to give it another go and on a Monday I saw two beautiful table lamps that weren’t available online anymore. I asked if I could buy them as they were discontinued. « No you need to wait for them to appear online in the outlet ». I answered that was ok but how about I leave you my phone number in case you can indeed sell me those two lamps and I will come back to pick them up. Then the following Friday, I came back to the shop to show these lamps to my mum and to my surprise they were no longer on display. One of the staff told me with a big smile that they had been sold the same morning to another customer! . « our Manager changed her mind » is the another comment I received... Another one of the staff then tells me (probably to try and justify why they didn’t sell them to me initially) that the quality and finish were poor... They finally called another shop to see if they had the lamp in stock. Yes they had it in your Wimbledon store so I went there straight away and I have to say that again your customer service was extremely poor: nothing was ready despite the phone call from Chiswick, vendor lied about a catalog they didn’t have despite it was just in front of them, increased the price for no reason, left me to transport the lamp in its box despite the fact that I explained I was in using public transport. They seemed even annoyed to give me a bag to help me carry this large lamp. I actually needed a second one and found another in Fulham where the customer service was great. They offered the original price (unlike Wimbledon and Chiswick) the lamp was ready with a big smile in a carrier bag (easier to transport). Quality of the lamps is great btw. Given my experiences in your store, I must agree with your staff: it’s much easier and agreeable to buy online!

Delivered within a week and at the exact time promised. The guys fitted the canopy too.

Excellent service and a pleasure to shop there.

Customer service in their store in Chiswick is virtually non-existent.

We ordered our furniture in November 21.
it was supposed to arrive in January, we didn’t receive any information from Neptune Chiswick to say it would be delayed, we had to call them for an up date.We made several calls after this for updates , even though the store manager say she would personally look after this!!! It never happened she never made contact, terrible customer service.
The furniture arrived last week , sofa was to large to come through the door, but it also was damaged
We ordered the smaller sofa which arrived Tuesday it was also damaged I can’t believe this can get passed quality control it’s shocking as Neptune pride themselves as a luxury brand!!! It’s NOT and their customer service is terrible.
We were considering a Neptune kitchen for our new house I think Wickes would deliver a better service at a much reduced price
To sum Neptune up over priced and poor quality
A very disappointed customer

Hi,

We recently undertook a house renovation including changing our kitchen and we have to thank the Neptune team at the Chiswick branch for their help, patience, professionalism and excellent customer service. To put it simply they have been brilliant and we don't think they could have done any more than they did. We would like to give a special mention and a personal thank you to Anne-Marie who has been superb, been there when we have needed something, gone beyond the normal call of duty and has been a delight to deal with.

We would also like to highlight the quality of Neptune's product which are of the highest quality, put together with the highest craftsmanship and are above all beautiful.

Raman and Pam

Neptune products are great quality as are all of their staff. Friendly, knowledgable and always go the extra mile.
It makes shopping there such a pleasing experience!

Fantastic service from beginning to end. I love my new garden furniture and I love the way the guys assembled it all for me when it was delivered.

I was disappointed when I realised I’d have to wait for 10 weeks to get my table, having been told it was available in this country. However the time went quickly as Christmas was in the middle. I got an email to let me know it had arrived as was ready for delivery. The delivery would be due between 1:24 and 4:24 - so precise! Annoyingly this time frame meant nothing as the delivery came 1 hr 20mins early luckily I was in!! However my table is great and it’s of high quality.

Very helpful and efficient. Had to change delivery numerous times due to building delays but always accomodating.

Our very attractive and comfortable bar stools arrived on time by the very helpful delivery staff which you always get from Neptune.

Excellent product, excellent service - expensive but worth it!
Francesca

The product is lovely. We are very happy with it. Neptune were let down by their after sales service. The items we purchased took two months to deliver. We only had silence from them until we enquired what was happening to our order. No pro-active after sales customer care.

Excellent service from processing the order to receiving our purchase from the delivery team.
Looking forward to shopping again with Neptune.

I am in the middle of having a Neptune kitchen installed and although I have the most wonderful fitter who has tried hard to overcome all the bungling the service from Neptune has been so bad that the whole experience has been quite frankly very stressful. The mistakes and overcharging have been mounting up and I feel I have to warn others to beware. Friends and family who have witnessed what has been happening have vowed never to use Neptune - and some of them were on the brink of signing up. All in all very disappointing.

Great service, quick and efficient.

Do not trust the expected delivery timescales for this company, quoted 12 weeks, now in my 17th week and still no sofa. The only communication is when I chase them for an update. ...getting a little bored of sitting on the floor.

Their website now says "We continue to suffer frustrating delays arising from Covid", which is a little consolation given we've had over a year and a half of the pandemic and should not be used as an excuse anymore. Most other organisations adapted to the situation months ago.

Would not recommend.

We ordered in store but delivery date was unclear. Lights however are really nice.

Excellent, friendly helpful staff is what makes shopping in Neptune a pleasure