Neo Direct Reviews 

Awful, do not buy if you think you might need to return item. They will refuse to refund or even acknowledge that the item has been received. I have had to run around and contact tesco marketplace and go back to the post office to get proof I was there. Rude emails from Erin and no help at all. This is ongoing and I won't give up until I have a refund of 59.99.

Brought a steamer via Tesco market place was promised next day delivery
Order number 7011 2319 21 was confirmed and took my money this was 5 days ago heard nothing else can not get hold of anyone not answered emails very very poor service never use agaon

I placed an order through B&Q on 6th January 2026, with Neo Direct listed as a verified seller. It’s now been over a week, and I have not received my order.
What’s worse is the complete lack of communication. I contacted Neo Direct multiple times via the provided channels, but received no response whatsoever. There was no clarity on the delay, no updates, and no effort to resolve the issue.
This experience has been extremely disappointing. When a seller is verified by a reputable platform like B&Q, customers expect reliability and accountability. Unfortunately, Neo Direct has failed on both counts.
Timeline of Attempts:

6th Jan: Order placed via B&Q
estimated delivery: 7-8th of January
8th–12th Jan: Multiple attempts to contact Neo Direct (emails/messages) – no reply
13th Jan: Still no delivery, no communication

I strongly advise others to think twice before ordering from Neo Direct. If you value timely delivery and responsive customer service, this is not the seller to trust.

We bought a self assembly portable clothes airer from Neo. I tried to put it together but found out that they had included some parts that didn't fit together properly, so the airer didn't work as it should. I contacted the company and they told me that the airer was now out of stock, so I couldn't have a replacement. They did send a link to send the airer back however, so I can't fault their after sales service.

I ordered for the very first time as i not know about this service Tesco Market Place - a Heated Electric Grey Throw the company Neo Direct Ltd … based at Leeds, when you place an order apparently you only have 30 minutes to cancell your order. Which i was not aware of until after the purchase had gone through. It litterally only a short while after this time frame. I know that there was no way that the goods had been picked or dispatched yet as / it was just after the 30 min cut off time?
I have tried via there website Tesco Market place, Neo Direct mobile portal, 2 emails to cancell no response, asking to cancel the order before dispatch. Because once again i did not know that after the 30 min time frame it the goods has/ have to be delivered, and if you want to return the goods, you have to request a Return form and if nothing wrong with the goods, you have to pay the return postsl fee. ( This is very wrong, very bad!)
Which i am sure there are Laws for Long Distance Selling Regulations. Where the seller has to pay the return postal fee, whether the goods are faulty or not. I am sure a 30 day - law / ruling, is in place to protect the comsumer!
Do not deal with this company.
I found similar goods else where cheaper free delivery and guarentee.

Ordered the wrong ladder so requested a return label the same day (18th Dec). Sent it back on the 19th. Have never had my refund. Sent them proof of postage and they are not responding to my emails. Used them via Tesco marketplace but never again.

All very good

I received the wrong order and weeks after they received the item I returned I still haven’t received a refund. Avoid this seller at all costs.

Easy to assemble lots of drying area and folds up for storage

Excellent mattress topper, I’ve had a couple of different ones in the past but, this one far out weighs those. Would definitely recommend it.

Would be zero if it was available to choose!! Ordered through Tesco market place on 23/12/2025. Was advised of EVRI tracking number and item being despatched on 24/12. Should have been her by 27/12..Now 31/12 and no order, tracking states EVRI still waiting to receive item from NEO Direct. Multiple emails and calls made and nobody bothering to answer them or refund my payment.Terrible customer service and experience, won’t be using again

No response to calls - answer phone as no one there and emails not answered for days. Wrong information about order and delivery and when the item arrived over a week too late protracted process to return items, wrong information and denial that goods had been received back with the company despite DPDs tracking information. They will do anything to avoid a refund!! Dreadful company and service

One of 4 stools arrived broken. Another broke within a week. The mechanisms faulty. Bought through Debenhams who haven't taken them back.

Neo Direct (Tesco Marketplace Partner)-
Ordered a gaming chair as a birthday gift and it arrived a full week late with zero communication. To make it worse, they sent the wrong colour entirely. They couldn’t even arrange collection — I had to haul the large item to the post office myself. When I asked for the correct item, they refused and issued a refund instead. No contact number, extremely slow email replies, and overall no sense of customer service. I’ve reported their conduct to Tesco. Avoid.

Ordered a Neo heater through Tesco Marketplace and thought it was a good deal. Unfortunately, the item delivered was incorrect (Neo sent it in white instead of black). So, I followed the returns process, which starts on the Tesco website. This creates a QR code for DPD. This is one big heater and I had to take it in the car to the post office, which was nearly unmanageable. DPD tracked the heater, and an email was issued confirming it was back with Neo. Tesco Marketplace advises to wait 5 days for a refund, when none was received I contacted Neo. There is only one email address; no other method of contact exists. Neo told me they had no information on the return, so I issued the information. Neo then said they needed proof of the return, so I issued the information. They then said they needed a returns process to be started. Which makes zero sense, the returns process was started and enabled me to return the item and provide tracking. I again shared all previous details. They have since told me that every email I send creates a new instance, and they start again. When I questioned this process, they blamed Tesco! I asked for their complaints process and was ignored, so I asked again and was told to email the person that I was complaining about directly and that they would 'look into it'! I am beyond it with the absolute lack of customer service and professionalism. I contacted Tesco directly who have said they will take over the complaint and try to resolve. Tesco provided a small gesture of goodwill in the meantime, however, I am still nearly £100 out of pocket.

I would strongly encourage anyone thinking of dealing with Neo to think again. There is only one method of contact - email, and zero customer service, to the point of ignorance and an attitude that the customer is the most inconvenient part of the business. Well, customers are the business, so let's hope that comes back to bite them.

After much trepidation when i read the negative reviews, i had a postive experience. The only negativd was that Tescos marked it as "delivered" when was not true. The treadmill arrived on the day they said. Pleased

Terrible company order 2 items like many others paid for the express delivery which I am finding out there is nothing express about it. Only have what I ordered has arrived. The delivery company they use DX is also a joke and i am unable to get hold of anyone to get anything sorted. I would not reccomend at all.

Don’t bother buying anything from this company they don’t deliver ..
the worst company I’ve ever brought from zero communication . Phone number doesn’t even exist, placed an order on the 2nd December for next day delivery 7 days later still not arrived I’ve emailed 14 times no response, no reply nothing . The tracking number raised doesn’t apply to any parcel I’ve checked with delivery company first time I’ve been scammed!!
Really cross I checked reviews before ordering seemed a good company now I’m out of pocket no communication, no delivery and no refund .
Do not buy anything as it won’t arrive nor will you get any money back as they just ignore communication and complaints they just don’t respond!!

Placed order with Neo Direct via Tesco with the promise of next day delivery, which I paid for!

Still haven't received my item, delivery company hasn't even received the parcel!

Shouldn't offer something you obviously cannot delivery!