Novielo London Reviews 

Ordered an inappropriate serving board as a gift - see other reviews. Photos made this look like a quality wood item. What turned up was a poorly made, un sanded, un oiled lump of GCSE CDT balsa work. For £32.

Absolutely con - avoid.

I had another encounter with Libby and after all the stress and bad experience she has turned it around and provided great customer service. The items were delivered as promised on the day. She apologised and I am happy to say this was a great outcome considering. I would like to thank Libby for her wonderful customer service and honouring what was promised.

Made an online purchase on the 6th June and they said they tired to deliver but no calling card was left. I tried to contact them and the response time is poor. They don’t reply back and when they do they avoid the questions asked. Since sending numerous emails it takes days for a response and they still avoid answering direct questions. Offered to collect the item myself or provide more details but again nothing. I’ve offered options to assist but they are not interested. Very poor customer service. Such a shame as I have ordered in the past and it’s been better. It’s a shame these companies don’t have a contact telephone number as that would make the experience more pleasant. There is no personal touch anymore.

Placed an order for several items. Weeks later items had not arrived so I sent a message to follow up via the online form - got no response. When the items eventually arrived one was completely damaged and the other was very poor quality and looked nothing like the image on website. Sent a follow up message to complain and request return / refund but again got no response. I am now left with damaged / poor quality items. Wish I had read the reviews on this company prior to ordering as I would have avoided them. Avoid this company at all costs.

Communication is horrendous. They use a ticket system for emails but if you reply to your email, they will never respond, you have to start a new email each time, despite their email telling you to reply to email trail.

From a customer service point of view, we ordered a table for our new home but shortly after received an email that it was out of stock. We were offered the choice of a refund or wait until more stock. We chose refund as we really needed a table to eat from but after a week or so, the table arrived by which time we already had bought another.

They initially offered collection with Evri but never followed through and will no longer reply to emails. We now have a large boxed table in our small flat with no room to store it and have not had refund after 2 months, which is far from ideal given we’ve just bought a flat.

absolutely terrible communication.. ordered a duvet cover over 6 weeks ago - no e mail communication ... when i contacted them there was a feeble excuse about the last one being damaged and was ordering new stock... still not heard anything have demanded a refund... shame becaus ethey have some nice things .... dont bother ordering anything ... not worth the hassle

Ordered garden solar lights, when they came they are battery operated & not solar operated at all. No response to emails. Wish I’d looked at the reviews first!! Don’t think I’ll get a refund.
Terrible company do not use.

Ordered a decanter as a birthday gift. Didn’t arrive in time. No reply to emails. Paid £49 then found the exact same product on eBay for £15. When the order eventually arrived, was poorly packaged and felt very cheap.

I purchased a clock (#17564) 11/2/24 costing £89 and had to pay via my debit card as PayPal wasn't offered. Today is 8/3/24 and no sign of clock. Have emailed to chase and get lies for responses. Asked for tracking info but never given. Asked for info so I can chase items whereabouts but no info given. There isn't a phone number to call. There isn't a procedure to follow should your item not arrive. If I had used PayPal I would be able to open an "item not received" case. As it stands I am £89 out of pocket with no item. Sending emails leads to mis-direction and lies. No one will take responsibility for this issue. No one cares for the customer at Novielo London. I am £89 out of pocket and I can't get my money back. I have asked to cancel my order for a refund but my request falls on deaf ears. Novielo London is happy to take your money but should your item not arrive then say goodbye to your precious pennies. In todays market this behaviour is not acceptable.

I ordered a light in December as an Xmas present and when we opened it on Xmas day it was faulty.
I contacted them and after them losing the original email and me chasing, I was told by Sarah that a replacement was being sent.
It's now March and despite chasing up the replacement several times with no response, we still have no replacement.
Disgusting.

ordered item on 7th feb, finally turned up on 19th feb. emailed them 6 times with no replies. their photography made the The Inappropriate Serving Board look so much better than the cheap bit of shaped wood that turned up late!
do yourslef a favour, read the reviews here and go and spend your money with someone who will appreciate it and youll get a better product and better service.

AVOID!! I placed an order with them on 18th December which was never dispatched or arrived. I contacted the company on 22nd January asking for refund and have received no acknowledgement let alone a refund. I have now written giving them 7 days to refund or I will have to pursue via credit card company.

Ordered an ornament for a gift which was received badly packaged and broken. My email was replied to very promptly by Sarah that dealt with and sent a replacement out very swiftly to get in time for Christmas.

My order arrived damaged so I contacted the customer service team. Sarah Hardacre quickly sorted out a replacement which arrived a few days later. Brilliant service

Ordered two items, different addresses, both recipients love the presents (tree decorations), and we're very happy with the service and communications with Novielo. 5 Stars to Sarah Hardacre, certainly deserves a Xmas bonus IMHO.

I ordered 3 items in the sale for Christmas gifts and all arrived within just a few days even though it said 5-7. I only opened them for a quick look to check they were in tact but they look great. I will await the final verdict from the recipients but so far so good!

What a rip off. All came from Amazon. Could have saved myself £30.. RIP OFF. My husband placed our order on 12.12.2023 with 1 item is yet to be delivered on 21.12.2023. A 7 day delivery window is promised. We have emailed the website directly but are yet to have a response. Not acceptable. Would NOT recommend at all.

I bought a secrect santa gift from Novielo so I conacted them asking if my item had been despatched, Sarah Hardacre contacted me and confirmed the item has been disatched and that I would receive the item in time.
Great service, cute old lady Christmas tree decoration was received with much amusement

Utterly dreadful, no contact number , emails unresponsive ,no item arrived , no PayPal option .. out of pocket and no item .. disaster company

Do not buy from this company, they order products from ebay for half the price and send them directly to customers with the receipt in! No response from customer services despite multiple emails. Disgraceful