NeoTimber Avis 772

I can't fault the customer service, from order, delivery to follow up, every member of staff has been extremely responsive - a pleasure to deal with.

My only issue is the decking itself. We bought the composite deluxe and after just one week there are already scruffs and scratches. I thought it would be far more hard wearing than it is. We have now invested in some sand paper and a heat gun, which actually works really well, I can see us needing to use it often!

My cladding turned up early this morning and was delivered by John, who was a friendly chatty person. He placed the cladding in a very tidy manner. This was my 3rd delivery from Neotimber and I can highley recommend their products.

I have to say the delivery service was excellent in every way. The driver John called in advance to provide an ETA. John arrived on time and could not have been anymore helpfully. He asked where I would like the delivery and delivered into my storage area neatly stacked

Good customer service, delivery on time in full.

So I spent a lot of time choosing the right colour and design for our decking area. These projects aren't cheap. The whole project costing us over £6,000 for materials and labour. So you wanna get it right!!

I researched companies, read reviews and most importantly got sample packs to make sure the colour was a bang on match for our doors and windows.

We chose teak composite boards and posts, after receiving a sample pack from Neo Timber and our builder ordered everything he needed.

It was all delivered and whilst we were away the builder started, he built the deck area and it was perfect. Exactly what we wanted. Came back and it was amazing. Opened the posts and balustrades and put one up, and I was like "that's not right, it's a different colour, I'm not happy". Got my husband to check, nope he's not happy either.

What to do? The decking is built, can't pack it up and send it back. Went through options. Very little you can do, rip it all up and start again. That would cost thousands in labour and more materials. Different posts? There are NONE that match this colour.

I contacted Neo Timber and spoke to the Complaints Manager, who was very polite. Explained the dilemma, and received what I felt was a scripted response with no resolution or offer of compensation for what we now have. I explained that if I were buying a 3 piece suit I'd expect it to all come the same colour.... The response "well not if you buy it from different shops! *..... I was then told the boards we bought came from a different 'range'. I was also told that the sales team are advised to tell everyone this upon ordering. She said she would listen to the call and confirm. My builder confirms he was not told this on the phone.

The scripted response basically said it was my fault for not knowing the boards and posts come from different ranges, and all about decking! OK yeah, so I need to read every word on the website. I would never expect boards and posts labeled the same colour name to actually be different colours. If they're different why don't you call them different names! This is absolutely not clear.

I emailed the Complaints Manager on 9th April following our conversation, and asked if she'd listened to the call and could confirm if my builder was told the boards were a different colour to the posts. No response at all. I also asked if they could confirm where in the brochure it says they will be from different ranges and will be different colours, cos I can't see it. No response.

They've offered us nothing. No resolution. No compensation. I think we got discounted delivery on some extra bits we needed to finish the job. Wahoo! Brilliant! Not!

My builder also ordered and paid for the extra bits we needed. Only to contact them after two weeks cos we had nothing, to be told he hadn't paid. He then had to check and confirm to them he had paid, when they said "oh sorry, so you have" , and sent it out to us, late.

I did not want two different colours. I'm now left with a deck of colours I didn't want and don't match. The Complaints Manager has not handled this well, if they had offered a reasonable resolution or perhaps a gesture of goodwill I wouldn't be feeling like this.

So, sadly, the product is really good quality, but beware of the colours, they're not clear and you could end up with a multicoloured deck you don't want, like me!!! I would not recommend Neo Timber. This has been handled really poorly.

Great value and excellent product with support and information

Reasonably priced composite decking! I picked the Lite in chocolate and it looks stunning and very sturdy! My delivery driver William arrived on time and was great to deal with!

Wayne the driver who delivered my fencing today, was very friendly and even helped with carrying the fencing to my back garden!! Excellent service 100 percent!
what a great guy to have on your team!

Decking as advertised and arrived on time.

Sean (Driver) called with expected ETA, arrived dead onetime, very helpful with unloading, very friendly chap, great service.

Pushy on requests for reviews and feedback - would respond more favourably without being chased.

Great product and great service from ordering to delivery 5 ⭐️’s

Early morning delivery, John called us 30 minutes before his arrival He was friendly, cheerful and very professional.

Great product
Very helpful delivery arrangements
Went extra mile to meet my timescales

Ordered the composite decking cleaner from here as it’s where out decking came from which by the way is now looking fabulous having been cleaned

This company has never let us down and always gone the extra mile to help.

Arrived quicker than estimated date

The product is good, looks good and time will tell if its durable, but it does look good. The issue is the delivery. I ordered 30 planks and they came in packs of two, and the delivery man said it was road side delivery only?!!! I almost broke my back carrying the planks on my own around the back to get to the front of my house. My house is behind a building. Why are you not told this when you order? Secondly, what would have happened if it had been an elderly person? I think this is really poor customer service. If we are paying for delivery then deliver our products to the front of our homes. Not everyone's front of home is at the front!!

I emailed with concerns about board sizes a week ago on the same day they were delivered.
Customer services treated me as if I’m stupid enough to not use a measuring tape correctly - I am an engineer.
My photos show exactly what they asked for after they’d seen the photos.
I’ve had total silence since then (last Friday).
Why wouldn’t you believe me? I wasn’t trying to get anything out of my concerns except boards that match the existing sizes.

The work was required in the first place as the boards installed for the previous property owner warped, split, lifted and became brittle. Shocking quality for boards that cost well over £30 each. Unacceptable.
Obviously you’ve got fine print which annuls the ‘25 year warranty’. How many people are going to stay in their property for that long? Very few I’d argue so you’ll rarely have to honour the warranty.

Due to the lack of reply your side I’ve had to take apart the rest of my existing decking and cut 10mm off multiple boards to match the shorter new boards. This has taken me a full week to fix after work each evening.
You should be ashamed of your customer service and the lack of quality in your product.
I will advise every person I know personally and through social media to avoid your company.

Having bought from NT over 3 years ago and now we found ourselves needing to extend our lovely decking I called up the team on Tuesday to order some more of the same.. what a lovely easy and fast phone call, ordered and done !! Found my details and made the request so simple.. by Thursday we had a lovely deliver man unloading the decking for us.. blow away by the service and obviously a fan of the decking having ordered more.. thank you NT team!!! Great product great service!

Kevin the delivery driver was on time and kept us fully informed for when he would arrive, Kevin helped stack the boards off of the van & went above and beyond expectations, thank you.

Excellent service and helpful