These people are a total scam. Am still awaiting the neon sign I ordered 9 months ago. Initially got responses to my mails, but the last two have been ignored. Youturnneon appear to be the Chine... See more
You Turn Neon
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See what reviewers are saying
I absolutely love my new custom made neon lights and love the fact that I could choose what I wanted I them to say. Also going to make great Christmas presents this year, adds something special to you... See more
I would like to give an honest up date on my experience with, You Turn Neon. I am very pleased to report that they seem to be turning things around and have employed a new lady Stella, in their Cus... See more
Same as many below, ordered two signs and only received one (past the fulfillment date) and the company are not responding to my emails requesting an update. One big scam, it seems. Wish I'd read the... See more
Company details
Written by the company
Everything we do is based around our vision of providing people with the opportunity to experience neon & the effect it has on their own personal & professional spaces. While things such as traditional artwork & soft furnishings have their place in boosting an interior, we feel & have experienced that there is simply nothing quite like a neon sign for cultivating good vibes in a room. We want YOU to experience that!
Contact info
London, United Kingdom
- hello@youturnneon.com
- youturnneon.com
Really happy with the product
I saw this product on social media, and thought it would great in our office, which it does.
Purchased everything online and receive the product in good time, which looks amazing on the wall of our meeting room. I’m about to buy a couple more for other areas of the office.
Delivery was smooth throughout, as were the comms.
I’m just thinking about the designs I want for the next couple of orders.
Cheers guys, highly recommended product and service.
March 3, 2021
Unprompted review
Love my custom neon sign
Love my custom neon sign, I researched a lot of different neon light companies and found You Turn Neon to be the best of the best! Would highly recommend to everyone looking for a good quality neon sign!
March 3, 2021
Unprompted review
Ordered fast and received right on…
Ordered fast and received right on time. No issues ordering. The item was even better in person and was a nice pleasant surprise to go in the little bar we have. Excellent customer service as well, when I called got straight through and couldn’t have helped morw
March 3, 2021
Unprompted review
SCAM SCAM SCAM
SCAM SCAM SCAM
tip for anyone who has purchased a while back and never received item or wrong item bombard them every day with emails sometimes 40+ till they get the message. Threaten court action , I have now received full refund after an arduous few weeks but I have been emailing them constant flooding the given email addresses , only way to deal with a scam company like this , good luck everyone also need any advice feel free to message I can show exactly what I had written etc hate these types!
February 19, 2021
Unprompted review
Reply from You Turn Neon
Hi Matthew,
Thanks for taking the time to leave a review. I'm truly sorry to hear you've not had a good experience.
Having read through the correspondance, I can see that the service you have received from us has not been to the level you would expect & to the level that we want to provide our customers. Rather than give you excuses, I'd like to explain a little more about what's happened & assure you that it's my job, and the reason I was employed by the directors here, to rectify the situation the best that I can.
We're very open & honest with the fact we faced some issues at the end of last year & start of this year. The team only started the business back in September 2020 after their previous businesses in the hospitality industry struggled to survive the lockdowns in the UK. Marketing was scaled too fast & our internal processes & resources, as well as our supplier at the time, couldn't keep up with the demand. This was all exacerbated by the pandemic.
We stopped all advertising at the start of this year to focus on clearing the backlog caused by our failings & have only recently started again after completely restructuring our business to ensure we're better prepared for the scale we believe we can grow the business to.
We're happy to say that the backlog has now been filled.
In terms of locations, our business is based in Chelsea, London. Here our customer service team, our designers & the directors are based. Our signs are now manufactured in the LED manufacturing capital of the world Shenzhen, China & are shipped express from there to destinations around the world.
We firmly believe the new systems, processes & people we have put in place will enable us to provide the best service in the industry & I'm fully committed to ensuring that happens.
As a team, we want to apologise to you personally Matthew, as we are fully aware you've been impacted by these issues & our failings (up until now) to deal with them. Please keep an eye on your emails, as I will be reaching out to offer you something as a way of apology from the team.
Best wishes,
Stella
Customer Service Manager
DO NOT BUY
DO NOT BUY! This company is honestly the worst. Bad costumer service and you just don’t know if your neon sign will arrive or not.
February 17, 2021
Unprompted review
Reply from You Turn Neon
Hi Artemis,
Thanks for taking the time to leave a review. I'm truly sorry to hear you've not had a good experience.
Having read through the correspondance, I can see that the service you have received from us has not been to the level you would expect & to the level that we want to provide our customers. Rather than give you excuses, I'd like to explain a little more about what's happened & assure you that it's my job, and the reason I was employed by the directors here, to rectify the situation the best that I can.
We're very open & honest with the fact we faced some issues at the end of last year & start of this year. The team only started the business back in September 2020 after their previous businesses in the hospitality industry struggled to survive the lockdowns in the UK. Marketing was scaled too fast & our internal processes & resources, as well as our supplier at the time, couldn't keep up with the demand. This was all exacerbated by the pandemic.
We stopped all advertising at the start of this year to focus on clearing the backlog caused by our failings & have only recently started again after completely restructuring our business to ensure we're better prepared for the scale we believe we can grow the business to.
We're happy to say that the backlog has now been filled.
In terms of locations, our business is based in Chelsea, London. Here our customer service team, our designers & the directors are based. Our signs are now manufactured in the LED manufacturing capital of the world Shenzhen, China & are shipped express from there to destinations around the world.
We firmly believe the new systems, processes & people we have put in place will enable us to provide the best service in the industry & I'm fully committed to ensuring that happens.
As a team, we want to apologise to you personally Artemis, as we are fully aware you've been impacted by these issues & our failings (up until now) to deal with them. Please keep an eye on your emails, as I will be reaching out to offer you something as a way of apology from the team.
Best wishes,
Stella
Customer Service Manager
Beyond frustrated
I ordered - and paid - in November and have had a few vague emails from ‘customer love’ - but here we are in February and nothing... no communication and no way of knowing how to get hold of anyone. I think this company is a scam.
Edit: UPDATE 3.3.21
I got an email on the 15th February telling me the order was going out that week and apologies for the ‘slight delay’. It is now three weeks later and as expected, nothing has arrived and no email communication in response to my pleas for information.
AVOID!!!
Ps. to add insult to injury, they sent me marketing emails offering Valentine specials. What arses.
EDIT No 2
I notice a raft of new positive reviews have appeared. I’m delighted that so many people seem to have managed to order smoothly and receive their wonderful signs so quickly. What about those of us who paid in full back in November and have yet to receive anything, keep being given false promises and can’t get hold of anyone to talk to on the phone. Or perhaps the latest reviews are not what they seem? If they’re genuine, please could they tell me what the magical secret is to getting
the goods you’ve paid for delivered to you? Apparently it is a mystery that I’m yet to solve.
Edit No 3 - May 21
It seems that the company has realised it was in trouble and has hired a grown-up customer relations manager. They’ve offered me a voucher (which is nice) and replied to my review (below) - the only thing that let them down was telling me they’d replied here when they hadn’t. But now they’ve caught up with what they said in their email and the apology is up - which is a good thing. Not sure I can bring myself to use the voucher yet - but If I do, it will be interesting to see if the service is any better.
February 13, 2021
Unprompted review
Reply from You Turn Neon
Hi Ali,
Thanks for taking the time to leave a review. I'm truly sorry to hear you've not had a good experience.
Having read through the correspondance, I can see that the service you have received from us has not been to the level you would expect & to the level that we want to provide our customers. Rather than give you excuses, I'd like to explain a little more about what's happened & assure you that it's my job, and the reason I was employed by the directors here, to rectify the situation the best that I can.
We're very open & honest with the fact we faced some issues at the end of last year & start of this year. The team only started the business back in September 2020 after their previous businesses in the hospitality industry struggled to survive the lockdowns in the UK. Marketing was scaled too fast & our internal processes & resources, as well as our supplier at the time, couldn't keep up with the demand. This was all exacerbated by the pandemic.
We stopped all advertising at the start of this year to focus on clearing the backlog caused by our failings & have only recently started again after completely restructuring our business to ensure we're better prepared for the scale we believe we can grow the business to.
We're happy to say that the backlog has now been filled.
In terms of locations, our business is based in Chelsea, London. Here our customer service team, our designers & the directors are based. Our signs are now manufactured in the LED manufacturing capital of the world Shenzhen, China & are shipped express from there to destinations around the world.
We firmly believe the new systems, processes & people we have put in place will enable us to provide the best service in the industry & I'm fully committed to ensuring that happens.
As a team, we want to apologise to you personally Ali, as we are fully aware you've been impacted by these issues & our failings (up until now) to deal with them. Please keep an eye on your emails, as I will be reaching out to offer you something as a way of apology from the team.
Best wishes,
Stella
Customer Service Manager
Ordered for my girls Christmas…
Ordered for my girls Christmas presents, was promised delivery in time! Still waiting!
Useless!! Replies to emails are few abs far between! So upset and disappointed!
February 4, 2021
Unprompted review
Reply from You Turn Neon
Hi Tami,
Thanks for taking the time to leave a review. I'm truly sorry to hear you've not had a good experience.
Having read through the correspondance, I can see that the service you have received from us has not been to the level you would expect & to the level that we want to provide our customers. Rather than give you excuses, I'd like to explain a little more about what's happened & assure you that it's my job, and the reason I was employed by the directors here, to rectify the situation the best that I can.
We're very open & honest with the fact we faced some issues at the end of last year & start of this year. The team only started the business back in September 2020 after their previous businesses in the hospitality industry struggled to survive the lockdowns in the UK. Marketing was scaled too fast & our internal processes & resources, as well as our supplier at the time, couldn't keep up with the demand. This was all exacerbated by the pandemic.
We stopped all advertising at the start of this year to focus on clearing the backlog caused by our failings & have only recently started again after completely restructuring our business to ensure we're better prepared for the scale we believe we can grow the business to.
We're happy to say that the backlog has now been filled.
In terms of locations, our business is based in Chelsea, London. Here our customer service team, our designers & the directors are based. Our signs are now manufactured in the LED manufacturing capital of the world Shenzhen, China & are shipped express from there to destinations around the world.
We firmly believe the new systems, processes & people we have put in place will enable us to provide the best service in the industry & I'm fully committed to ensuring that happens.
As a team, we want to apologise to you personally Tami, as we are fully aware you've been impacted by these issues & our failings (up until now) to deal with them. Please keep an eye on your emails, as I will be reaching out to offer you something as a way of apology from the team.
Best wishes,
Stella
Customer Service Manager
Fed up;
Fed up;
Sick to the back teeth of having to log in email and password because an error comes up saying no subscription, not but once but many times over the two years of signing up and paying subscriptions to this awful company. The "account" is under my husbands' name, hes paid their subscription and even he can't get to see his chosen TV drama doco To top it all off there's no way to contact the help service just the usual lineup of computerized questions. A total waste of time energy and money.
February 4, 2021
Unprompted review
Reply from You Turn Neon
Hi Marita,
Thanks for taking the time to leave a review. I'm truly sorry to hear you've not had a good experience.
Having read through the correspondance, I can see that the service you have received from us has not been to the level you would expect & to the level that we want to provide our customers. Rather than give you excuses, I'd like to explain a little more about what's happened & assure you that it's my job, and the reason I was employed by the directors here, to rectify the situation the best that I can.
We're very open & honest with the fact we faced some issues at the end of last year & start of this year. The team only started the business back in September 2020 after their previous businesses in the hospitality industry struggled to survive the lockdowns in the UK. Marketing was scaled too fast & our internal processes & resources, as well as our supplier at the time, couldn't keep up with the demand. This was all exacerbated by the pandemic.
We stopped all advertising at the start of this year to focus on clearing the backlog caused by our failings & have only recently started again after completely restructuring our business to ensure we're better prepared for the scale we believe we can grow the business to.
In terms of locations, our business is based in Chelsea, London. Here our customer service team, our designers & the directors are based. Our signs are now manufactured in the LED manufacturing capital of the world Shenzhen, China & are shipped express from there to destinations around the world.
We firmly believe the new systems, processes & people we have put in place will enable us to provide the best service in the industry & I'm fully committed to ensuring that happens.
As a team, we want to apologise to you personally Marita, as we are fully aware you've been impacted by these issues & our failings (up until now) to deal with them. Please keep an eye on your emails, as I will be reaching out to offer you something as a way of apology from the team.
Best wishes,
Stella
Customer Service Manager
AVOID
Order placed on 27th of November, still not delivered, or even dispatched. Vague, evasive responses when they do reply, still no conclusive information on when the order will be dispatched/delivered. Incredibly shady, avoid and take your business elsewhere would be my advice.
Update 16/02/2021:
The lights have now arrived, but neither of them include the colour-changing option I paid for. Avoid.
February 3, 2021
Unprompted review
Reply from You Turn Neon
Hi Laura,
Thanks for taking the time to leave a review. I'm truly sorry to hear you've not had a good experience.
Having read through the correspondance, I can see that the service you have received from us has not been to the level you would expect & to the level that we want to provide our customers. Rather than give you excuses, I'd like to explain a little more about what's happened & assure you that it's my job, and the reason I was employed by the directors here, to rectify the situation the best that I can.
We're very open & honest with the fact we faced some issues at the end of last year & start of this year. The team only started the business back in September 2020 after their previous businesses in the hospitality industry struggled to survive the lockdowns in the UK. Marketing was scaled too fast & our internal processes & resources, as well as our supplier at the time, couldn't keep up with the demand. This was all exacerbated by the pandemic.
We stopped all advertising at the start of this year to focus on clearing the backlog caused by our failings & have only recently started again after completely restructuring our business to ensure we're better prepared for the scale we believe we can grow the business to.
In terms of locations, our business is based in Chelsea, London. Here our customer service team, our designers & the directors are based. Our signs are now manufactured in the LED manufacturing capital of the world Shenzhen, China & are shipped express from there to destinations around the world.
We firmly believe the new systems, processes & people we have put in place will enable us to provide the best service in the industry & I'm fully committed to ensuring that happens.
As a team, we want to apologise to you personally Laura, as we are fully aware you've been impacted by these issues & our failings (up until now) to deal with them. Please keep an eye on your emails, as I will be reaching out to offer you something as a way of apology from the team.
Best wishes,
Stella
Customer Service Manager
Awful company and customer service
Awful company and customer service. A complete scam. Do not buy from here.
January 24, 2021
Unprompted review
Reply from You Turn Neon
Hi Sam,
Thanks for taking the time to leave a review. I'm truly sorry to hear you've not had a good experience.
Having read through the correspondance, I can see that the service you have received from us has not been to the level you would expect & to the level that we want to provide our customers. Rather than give you excuses, I'd like to explain a little more about what's happened & assure you that it's my job, and the reason I was employed by the directors here, to rectify the situation the best that I can.
We're very open & honest with the fact we faced some issues at the end of last year & start of this year. The team only started the business back in September 2020 after their previous businesses in the hospitality industry struggled to survive the lockdowns in the UK. Marketing was scaled too fast & our internal processes & resources, as well as our supplier at the time, couldn't keep up with the demand. This was all exacerbated by the pandemic.
We stopped all advertising at the start of this year to focus on clearing the backlog caused by our failings & have only recently started again after completely restructuring our business to ensure we're better prepared for the scale we believe we can grow the business to.
We're happy to say that the backlog has now been filled.
In terms of locations, our business is based in Chelsea, London. Here our customer service team, our designers & the directors are based. Our signs are now manufactured in the LED manufacturing capital of the world Shenzhen, China & are shipped express from there to destinations around the world.
We firmly believe the new systems, processes & people we have put in place will enable us to provide the best service in the industry & I'm fully committed to ensuring that happens.
As a team, we want to apologise to you personally Sam, as we are fully aware you've been impacted by these issues & our failings (up until now) to deal with them. Please keep an eye on your emails, as I will be reaching out to offer you something as a way of apology from the team.
Best wishes,
Stella
Customer Service Manager
I one of the worst customer service I…
One of the worst customer service I have ever experienced. A number of people were speaking to me from this company and I am still waiting for the quote nearly a month. They are ignoring my email and my text messages. I would think 10000000 times before ordering with them
January 21, 2021
Unprompted review
Reply from You Turn Neon
Hi Jana,
Thanks for taking the time to leave a review. I'm truly sorry to hear you've not had a good experience.
Having read through the correspondance, I can see that the service you have received from us has not been to the level you would expect & to the level that we want to provide our customers. Rather than give you excuses, I'd like to explain a little more about what's happened & assure you that it's my job, and the reason I was employed by the directors here, to rectify the situation the best that I can.
We're very open & honest with the fact we faced some issues at the end of last year & start of this year. The team only started the business back in September 2020 after their previous businesses in the hospitality industry struggled to survive the lockdowns in the UK. Marketing was scaled too fast & our internal processes & resources, as well as our supplier at the time, couldn't keep up with the demand. This was all exacerbated by the pandemic.
We stopped all advertising at the start of this year to focus on clearing the backlog caused by our failings & have only recently started again after completely restructuring our business to ensure we're better prepared for the scale we believe we can grow the business to.
We're happy to say that the backlog has now been filled.
In terms of locations, our business is based in Chelsea, London. Here our customer service team, our designers & the directors are based. Our signs are now manufactured in the LED manufacturing capital of the world Shenzhen, China & are shipped express from there to destinations around the world.
We firmly believe the new systems, processes & people we have put in place will enable us to provide the best service in the industry & I'm fully committed to ensuring that happens.
As a team, we want to apologise to you personally Jana, as we are fully aware you've been impacted by these issues & our failings (up until now) to deal with them. Please keep an eye on your emails, as I will be reaching out to offer you something as a way of apology from the team.
Best wishes,
Stella
Customer Service Manager
They are scammers - beware!
Unfortunately it appears as if we have been scammed by this company. We ordered our custom sign on the 9th November, having paid extra for the colour changing lights. Having heard nothing up until the 15th December we emailed them to ask where the sign is as we ordered it for Christmas. Finally got a response to say that the design does not support the colour changing lights. So immediately we knew that they hadn't even started making it yet! We went ahead with the design on one colour. As of today (12/01/2021) we have sent approximately 20 emails, tried to call countless times, tried to get in touch on Facebook and Instagram. No response whatsoever. We can appreciate there may be a delay due to covid but to not respond to your customers is an insult. They were all over it when they wanted our money and as soon as they had it the communication dried up. They are still accepting payments for their products on their website which is ludicrous! I just hope that even if one person can read this it will stop them making a payment and losing money. I will be going to the ombudsman to try and recover our money. The other reviews mentioned receiving the incorrect sign - we haven't even had that luxury. I can't believe we fell for this as the website did look legitimate.
January 12, 2021
Unprompted review
Reply from You Turn Neon
Hi David,
Thanks for taking the time to leave a review. I'm truly sorry to hear you've not had a good experience.
Having read through the correspondance, I can see that the service you have received from us has not been to the level you would expect & to the level that we want to provide our customers. Rather than give you excuses, I'd like to explain a little more about what's happened & assure you that it's my job, and the reason I was employed by the directors here, to rectify the situation the best that I can.
We're very open & honest with the fact we faced some issues at the end of last year & start of this year. The team only started the business back in September 2020 after their previous businesses in the hospitality industry struggled to survive the lockdowns in the UK. Marketing was scaled too fast & our internal processes & resources, as well as our supplier at the time, couldn't keep up with the demand. This was all exacerbated by the pandemic.
We stopped all advertising at the start of this year to focus on clearing the backlog caused by our failings & have only recently started again after completely restructuring our business to ensure we're better prepared for the scale we believe we can grow the business to.
We're happy to say that the backlog has now been filled.
In terms of locations, our business is based in Chelsea, London. Here our customer service team, our designers & the directors are based. Our signs are now manufactured in the LED manufacturing capital of the world Shenzhen, China & are shipped express from there to destinations around the world.
We firmly believe the new systems, processes & people we have put in place will enable us to provide the best service in the industry & I'm fully committed to ensuring that happens.
As a team, we want to apologise to you personally David, as we are fully aware you've been impacted by these issues & our failings (up until now) to deal with them. Please keep an eye on your emails, as I will be reaching out to offer you something as a way of apology from the team.
Best wishes,
Stella
Customer Service Manager
Absolutely appalling customer service
Absolutely appalling customer service. The service was so bad I began to believe the whole website was a scam and not legitimate and still might be as I have not received any order.
I was promised by Bella Christmas delivery. Two weeks before Christmas I was told it was in production and I would be sent my tracking number a few days later. I received no communication thereafter. I sent countless emails enquiring about the status of my order which all went ignored. Christmas Eve I finally received an email telling me my order had not even been shipped due to an issue with their delivery company. I emailed back a number of times and once again got completely ignored. More than 3 weeks after my order was to be delivered (it was a Christmas present for my father) and after ignoring countless emails I received a generic email saying it will be delivered next week. All I have been told is I will get the delivery fee back- which is a tiny fraction of what I paid total. I email back once again to raise the issue and am still being ignored. Having worked in customer service I have a great deal of patience and can sympathise with how busy the Christmas period can get. However this service has been absolutely appalling and there has been absolutely no apology or attempt to remedy the situation by the company. I would not recommend anyone buy from this site.
January 11, 2021
Unprompted review
Reply from You Turn Neon
Hi Simone,
Thanks for taking the time to leave a review. I'm truly sorry to hear you've not had a good experience.
Having read through the correspondance, I can see that the service you have received from us has not been to the level you would expect & to the level that we want to provide our customers. Rather than give you excuses, I'd like to explain a little more about what's happened & assure you that it's my job, and the reason I was employed by the directors here, to rectify the situation the best that I can.
We're very open & honest with the fact we faced some issues at the end of last year & start of this year. The team only started the business back in September 2020 after their previous businesses in the hospitality industry struggled to survive the lockdowns in the UK. Marketing was scaled too fast & our internal processes & resources, as well as our supplier at the time, couldn't keep up with the demand. This was all exacerbated by the pandemic.
We stopped all advertising at the start of this year to focus on clearing the backlog caused by our failings & have only recently started again after completely restructuring our business to ensure we're better prepared for the scale we believe we can grow the business to.
We're happy to say that the backlog has now been filled.
In terms of locations, our business is based in Chelsea, London. Here our customer service team, our designers & the directors are based. Our signs are now manufactured in the LED manufacturing capital of the world Shenzhen, China & are shipped express from there to destinations around the world.
We firmly believe the new systems, processes & people we have put in place will enable us to provide the best service in the industry & I'm fully committed to ensuring that happens.
As a team, we want to apologise to you personally Simone, as we are fully aware you've been impacted by these issues & our failings (up until now) to deal with them. Please keep an eye on your emails, as I will be reaching out to offer you something as a way of apology from the team.
Best wishes,
Stella
Customer Service Manager
Do not buy anything from this company
Do not buy anything from this company, if you don't want to waste your time and money, I would suggest contacting your bank if you are having an issue getting a response from them or refund and ask them to do a chargeback.
Firstly they are rood, they take days to reply to your emails and they will tell you that you will need to wait for at least 3 to 4 days to get a reply even though I have been waiting over a month for my delivery and they are now trying to fool me and blame on the delivery company, telling me that's why my order has been delayed they even told me that they haven't even finished making my order even though it's been over a month and they claim on their website usually it takes them less than 10 working days to make custom order. Absolutely rip off amount of money they charge you and customer service they are providing, they don't even have a customer service contact number says it all SCAMMERS wish I checked the reviews here before buying anything from them but I will be contacting bank now and I will do the chargeback and report them to trading standards and write lovely reviews on every platform possible until I will receive my money.
January 8, 2021
Unprompted review
Reply from You Turn Neon
Hi Bach,
Thanks for taking the time to leave a review. I'm truly sorry to hear you've not had a good experience.
Having read through the correspondance, I can see that the service you have received from us has not been to the level you would expect & to the level that we want to provide our customers. Rather than give you excuses, I'd like to explain a little more about what's happened & assure you that it's my job, and the reason I was employed by the directors here, to rectify the situation the best that I can.
We're very open & honest with the fact we faced some issues at the end of last year & start of this year. The team only started the business back in September 2020 after their previous businesses in the hospitality industry struggled to survive the lockdowns in the UK. Marketing was scaled too fast & our internal processes & resources, as well as our supplier at the time, couldn't keep up with the demand. This was all exacerbated by the pandemic.
We stopped all advertising at the start of this year to focus on clearing the backlog caused by our failings & have only recently started again after completely restructuring our business to ensure we're better prepared for the scale we believe we can grow the business to.
We're happy to say that the backlog has now been filled.
In terms of locations, our business is based in Chelsea, London. Here our customer service team, our designers & the directors are based. Our signs are now manufactured in the LED manufacturing capital of the world Shenzhen, China & are shipped express from there to destinations around the world.
We firmly believe the new systems, processes & people we have put in place will enable us to provide the best service in the industry & I'm fully committed to ensuring that happens.
As a team, we want to apologise to you personally Bach, as we are fully aware you've been impacted by these issues & our failings (up until now) to deal with them. Please keep an eye on your emails, as I will be reaching out to offer you something as a way of apology from the team.
Best wishes,
Stella
Customer Service Manager
It’s a no from me....
I’ve deliberately taken some time before writing my review of YTN as I’ve had a pretty mixed experience and so wanted to take a breath to make sure what I had to say was a fair reflection.
First off, I ordered my bespoke neon sign in October after a really positive experience with ‘Bella’ (Head of Customer Services). Bella was quick to get back to me with design options via a stream of emails, and at the time I commented on the excellent customer service I was receiving. I paid my money and then my experience started to change...
After 3 weeks of not hearing anything from Bella or YTN I emailed Bella a polite email, recognising that the whole world had been held up by Covid, but could she tell me when she thought my sign might be dispatched as an approximation - I had no reply.
Around this time I noticed negative comments popping up on YTN’s Facebook page as well as negative feedback being reported on here.
I emailed Bella again, a little firmer this time, expressing my concern at reading what was becoming a deluge of negativity. I had no response.
I attempted to contact YTN via 3 separate email addresses found on their website, as well as via fb messenger and Insta DM - you guessed it. I got no reply.
I took to Facebook and commented on a post begging someone to get back to me. By this point it was nearly 6 weeks after I’d ordered and I’d not heard a thing after initially being told my order should be with me within 3 weeks of the order date.
No less than 6 other exasperated YTN customers reached out to me to share their experiences after my post and we found ourselves feeding back on our progress (or lack there of) with YTN.
Still no reply, but my public FB comments were deleted along with everyone else’s (this happens a lot). At this point Bella finally got back to me.
She emailed me to apologise and to say that my sign had been created and here was a picture - THE SIGN WAS WRONG! The date was incorrect and someway, somehow the word ‘the’ had crept its way on to my sign. This was not the proof I’d signed off on. I was livid! I emailed Bella right away. I emailed again the next day. No answer!
I was consumed with finding another source of contact at YTN and eventually stumbled across a mobile no via Clearpay. The no belonged to Freddie - one of YTN’s directors. I WhatsApp’d him and he replied immediately.
Freddie took responsibility for my order and assured me that he would personally see to it that the corrections would be made and that my sign would be with me before Xmas.
Freddie obviously got in Bella’s ear as I received an apology email from her claiming the new company had been overwhelmed by Black Friday orders but that my sign was being amended right away.
As promised I got an email to say my sign had been dispatched and would be with me on the 22nd Dec.
On the 22nd Dec my sign arrived (from China). It was very well packaged and secure but when I opened it......
It still said “The”! The sign was STILL wrong! A sign I had waited 10 weeks for and paid close to £300 for!
I was fuming!!! I contacted Freddie right away and within an hour he called me. I was beyond angry on the phone. How could this happen after all of the complaints and feedback I’d made. I had had assurances after all that these errors I’d already reported were being changed!!!
I told Freddie that I wanted the sign replaced and sent to me right away (knowing it wouldn’t make it here for Xmas now). He told me I’d need to courier the incorrect sign back to YTN at my cost 😳 No way I said!
He asked if the word ‘the’ was a dealbreaker! I asked if he was kidding?!
I said I wanted a refund and the sign to be collected at their cost. I was told this wasn’t possible.
In the end I said that I’d keep the sign and accept a 50% refund - Freddie said that he’d need to check this with the other directors and very quickly scurried off the call.
I felt slightly bad as Freddie was obviously more than a little uncomfortable and flustered at the prospect of having an irate customer on the phone, but this was in no way my fault!!!
I got a WhatsApp message 2 minutes after he hung up confirming a 50% refund had been made to my account (which it had).
As you can tell it’s been a rollercoaster ride. Positives - Freddie was very responsive & took accountability, the sign itself was packaged really well, when it was shipped it got to me a lot quicker than I thought it would from China, it’s a really effective neon sign and ultimately I was happy with a 50% refund. Negatives - well you can work these out for yourself but overwhelmingly the customer service was at best inconsistent and worst devastatingly poor, and th process of successfully creating a bespoke order was clearly too much for this new company during a busy time (despite continuing to scout for business via social media platforms I might add). 🤷🏼♀️
Would I recommend YTN. Sadly not, the ordeal was just all too much 🤷🏼♀️
January 5, 2021
Unprompted review
Reply from You Turn Neon
Hi Mrs B,
Thanks for taking the time to leave a review. I'm truly sorry to hear you've not had a good experience.
Having read through the correspondance, I can see that the service you have received from us has not been to the level you would expect & to the level that we want to provide our customers. Rather than give you excuses, I'd like to explain a little more about what's happened & assure you that it's my job, and the reason I was employed by the directors here, to rectify the situation the best that I can.
We're very open & honest with the fact we faced some issues at the end of last year & start of this year. The team only started the business back in September 2020 after their previous businesses in the hospitality industry struggled to survive the lockdowns in the UK. Marketing was scaled too fast & our internal processes & resources, as well as our supplier at the time, couldn't keep up with the demand. This was all exacerbated by the pandemic.
We stopped all advertising at the start of this year to focus on clearing the backlog caused by our failings & have only recently started again after completely restructuring our business to ensure we're better prepared for the scale we believe we can grow the business to.
We're happy to say that the backlog has now been filled.
In terms of locations, our business is based in Chelsea, London. Here our customer service team, our designers & the directors are based. Our signs are now manufactured in the LED manufacturing capital of the world Shenzhen, China & are shipped express from there to destinations around the world.
We firmly believe the new systems, processes & people we have put in place will enable us to provide the best service in the industry & I'm fully committed to ensuring that happens.
As a team, we want to apologise to you personally Mrs B, as we are fully aware you've been impacted by these issues & our failings (up until now) to deal with them. Please keep an eye on your emails, as I will be reaching out to offer you something as a way of apology from the team.
Best wishes,
Stella
Customer Service Manager
Awful Experience - Avoid!
Awful Experience. Firstly BEWARE of any company that doesn't have a contact number. They were slow at best to respond to messages if not ignored and being reliant on them to answer an email address made the whole process stressful. It took a ridiculous amount of time and they made up excuses not to refund, always insisting the order had been started when it clearly hadn't. The neon (not actually neon so not sure how they can advertise as such) come from China and the wiring/power/dimmers as well as remotes all look like they were from 1970's East Berlin. I may have to build an extension to house one of them it's so big. There are many other companies to use so I would avoid these sharks.
January 5, 2021
Unprompted review
Reply from You Turn Neon
Hi Andy,
Thanks for taking the time to leave a review. I'm truly sorry to hear you've not had a good experience.
Having read through the correspondance, I can see that the service you have received from us has not been to the level you would expect & to the level that we want to provide our customers. Rather than give you excuses, I'd like to explain a little more about what's happened & assure you that it's my job, and the reason I was employed by the directors here, to rectify the situation the best that I can.
We're very open & honest with the fact we faced some issues at the end of last year & start of this year. The team only started the business back in September 2020 after their previous businesses in the hospitality industry struggled to survive the lockdowns in the UK. Marketing was scaled too fast & our internal processes & resources, as well as our supplier at the time, couldn't keep up with the demand. This was all exacerbated by the pandemic.
We stopped all advertising at the start of this year to focus on clearing the backlog caused by our failings & have only recently started again after completely restructuring our business to ensure we're better prepared for the scale we believe we can grow the business too.
We're happy to say that the backlog has now been filled.
In terms of locations, our business is based in Chelsea, London. Here our customer service team, our designers & the directors are based. Our signs are now manufactured in the LED manufacturing capital of the world Shenzhen, China & are shipped express from there to destinations around the world.
We firmly believe the new systems, processes & people we have put in place will enable us to provide the best service in the industry & I'm fully committed to ensuring that happens.
As a team, we want to apologise to you personally Andy, as we are fully aware you've been impacted by these issues & our failings (up until now) to deal with them. Please keep an eye on your emails, as I will be reaching out to offer you something as a way of apology from the team.
Best wishes,
Stella
Customer Service Manager
Product much better than I expected
Product much better than I expected. I ordered a customized neon sign and the whole process was straight forward. I sent a photo of an image I liked which was on my on my phone and they created a mock up in neon with a price. Bish bash bosh! I was more concerned that I would not received it in one piece because the item I ordered was 150cm wide. When it arrived it came in 2 we’ll packed secured boxes. When I opened it I was just awesome. It’s more awesome now on my wall lit. Thank you! Just what I needed for one of my empty wall. It’s the focus of my living room.
January 5, 2021
Unprompted review
Pink Neon Fabulousness!
I absolutely love my Coffee, Wine & Cocktails pink Neon sign. The quality of the sign is brilliant and much more robust than some of the cheaper competition. I can highly recommend the acrylic back, pay the extra for the backing, it's worth it. I bought this as a feature for my kitchen but it's now a well loved backdrop for my daughters Insta and TikTok posts! I was most worried about the packaging but I shouldn't have been. It was well packaged and didn't take too long to arrive despite it being just before Christmas.
January 4, 2021
Unprompted review
Incredible customer service
Incredible customer service. Top quality in all aspects.
December 22, 2020
Unprompted review
Love my light up “good vibes only” sign…
Love my light up “good vibes only” sign which looks amazing in my kitchen! Service and delivery was amazing. Thankyou so much deffo recommend!
December 22, 2020
Unprompted review
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