Neptune - Bury St Edmunds Avis 

My sister and I were needing help to choose colours and styles for her bedroom in a period regency home in Bury St Edmunds. Lucy came fully prepared with plans and elevations that we had provided, and we spent a delightful and productive time together. She was very calm and knowledgeable and enlivened us with fresh ideas and solutions where previously we had come a little unstuck and unsure. Lucy’s insight has produced a super coordinated but sympathetic scheme that exceeds expectation, we look forward to seeing it come to fruition.

I had an appointment with Lucy to discuss my son’s room yesterday. The whole process was very enjoyable; she is a lovely person with brilliant ideas. She is a fantastic listener who made sense of my rather muddled mind over a delicious cup of coffee, and she helped me really fine tune what I like, which is amazing!
It was really helpful to be in the store as she could show me the furniture and she pulled together fabrics, paints and accessories to make a mood board.
I then received a summary of our decisions, a lookbook and an itemised product list by email.
After my visit, Lucy thoughtfully put aside some lamp bases that I liked as she discovered that they are out of stock elsewhere.
I am really happy with the whole experience and can’t recommend it enough.
Although I love interiors, I found the whole decision process rather overwhelming as we are doing up our entire cottage. Lucy has really turned this around and I am now looking forward to the next appointment!
You are under no obligation to buy anything, which is also really reassuring. However, all the designs are so beautiful and well made that it would be very hard to resist…! Thank you for such a wonderful morning. It has completely transformed how I feel about my renovation.

Great service, needed costing for an island unit and Lara , went away and came back with the cost which was very reasonable. Neptune quality and service stands out from other retailers. We are looking forward to our kitchen design meeting next week

As a loyal customer who has spent many thousands of pounds at Neptune my wife was asked to pay the full amount up front of almost £2k as this is company policy. I find this extremely disappointing and feel that Neptune should review its policy. Most other companies accept a deposit for goods to be delivered of up to 50% which seems acceptable.

I love my headboard but was disappointed that it could not be attached to my bed….. it was not explained to me when I purchased that the headboard only fit Neptune beds .

Delighted with my Neptune purchase

Great service lovely chaps who delivered the table

Easy to deal with and on queries too. Staff very friendly and absolutely love the store and all things interior!

After struggling with the layout of my kitchen / diner I booked in with the lovely Lucy at Neptune to have free design consultation. Before my appt Lucy had already looked at photos of the layout and designed a couple of layouts that created more harmony and flow to the room. We created a mood board for my style and Lucy has completely opened my eyes to possibilities within that space I hadn’t seen before. Would highly recommend this new service. Thank you

We recently bought some chairs from Neptune in bury st Edmund’s. Unfortunately, 3 days after we had them delivered, I sat down to dinner and the front leg gave way ( much to the hilarity of my husband 😩). However, I immediately phoned the store and they were absolutely brilliant. They were so apologetic, asking if I was okay and were straight on to head office to get a replacement. They also said that I must have one for Christmas from their display, so one of the staff put it in her car and dropped it off to us on her way home that evening. Shortly after Christmas we had a brand new chair delivered. Things happen to products that we sometimes buy and that’s life, but the real quality comes from a company who handles things well, kindly and promptly. I really feel that these staff went above and beyond. Thank you

Excellent service from start to finish. Beautiful cabinet, delivered on time, unpacked and positioned in my home with care. Fantastic company.

I love going into the Bury St Edmunds store. The girls there are excellent and always very helpful. thank you, Gill Perkins

The original table had slight damage, but with help from the store manager at Bury St Edmunds, this was quickly sorted. With a replacement arriving on the 8/1/25 which is fantastic. The guys who delivered the table the second time we're ultra professional and super friendly.

The design service from start to finish has been amazing. I would highly recommend both Fiona and Lucy who have been so professional, friendly and nothing was ever too much trouble. Thank you.

Lovely Lucy was super kind and helpful with an exchange and new purchase. A great shop with fabulous staff

We are always made to feel part of a family. Everyone is extremely helpful and very kind. Can’t wait to go back next weekend to make another purchase .

Our deliveries were on time and very efficient. We had a problem with one item and that was dealt with immediately

Designing and fitting a new kitchen in an old cottage without a single straight wall is no easy feat, but Rebekah more than rose to the challenge and we are delighted with the result! Her patience through numerous iterations and even a last minute addition was handled professionally and nothing was too much trouble. She tailored the design expertly to suit our taste and understood the effect we were trying to achieve. Whilst there were a couple of hiccups, as might be expected with an old property, Rebekah kept us informed and there was nothing a cup of coffee in store could not resolve. We were also very fortunate to have Steve as our installer, who did a magnificent job in fitting the units and his advice and humour along the way eased the stress of being without a functional kitchen for quite some time. All the staff we came into contact with were friendly and so helpful and we would highly recommend Neptune.

Ordering the sofa was the easy part of the journey, although wasn’t impressed by the fact that we had to pay the total cost at this stage. Other stores take deposits and pay the balance prior to delivery. Neptune had in excess of £7000 in their account for almost four months.
At the time of ordering we were told three months delivery time as all sofas custom made in China!
Three months came and went. No correspondence from anyone at Neptune, either to inform of delay or delivery.
We made several phone calls. Told sofa delayed. We were given two further estimated delivery dates. Neither were followed up by anyone at Neptune to inform us of delay. It was always us having to contact them. We were told on the last call we made that the manager would ring us back before close of day. Nothing!
An email was sent to them to inform them that we wished to have our money back if they could not confirm a date. We felt they had taken our money and lost interest in customer satisfaction.
At no time did we have any contact from anyone to follow up on the email and our disappointment with the company. A lady from the Bury shop did eventually call back (but not the manager). And delivery was somehow possible when previously we were told that it was not.
The sofa eventually arrived and the delivery men were the first people to show good customer care.
Not a service that is expected from a company that charges a lot more than most normal high street stores.
Maybe it’s time for them to review their policies and staffing, to ensure they have adequate training in customer satisfaction.