Neptune - Chesham Anmeldelser 

​I am a long-standing customer of Neptune, but my recent experience with the Neptune store in Chesham has been incredibly disappointing.

​I purchased a wool throw (original RRP £320) which has bobbled and pilled so severely within 8 months of normal use that it is now unsightly. When I reached out to the store, I was told that this is a "natural characteristic" of the wool. More concerningly, the store leader stated they wouldn't recommend a replacement because the same thing would likely happen again—effectively admitting the product is not durable.

​Despite this admission and the clear failure of a premium item well within its first year, Neptune has refused to offer a refund, exchange, or even a credit note, hiding behind "sale item" policies that do not override consumer rights for faulty goods.
​I expected much higher standards of both craftsmanship and customer care from a brand like Neptune. I would advise others to be very cautious when purchasing their textiles.

Fantastic service from purchase to delivery. Great communication and excellent service. Amazing quality products. Highly recommended.

Fantastic service over several months from Laura and Patsy in the Chesham store. Laura spent time to help me with room design, listening to the needs of our family and making great suggestions on colours, product and textures. We are delighted with the end result in the rooms we have done so far. Outstanding customer service in store and followed through right to the multiple deliveries of products where the delivery teams have been excellent in all cases.

Fantastic delivery service from Sean and Josh, again! Everything putin place and they took great care in ensuring we understood product care instructions etc. very nice guys who go out of their way to complete the purchasing experience in such a positive way - thank you!

Laura was extremely helpful as we thinking of buying a dining table. She also arranged for delivery to be made to our holiday home even though we were not present, which really helped us, and then sent photos through with the table in situ.

It is always a pleasure visiting the store which is well laid out, with friendly and knowledgeable staff.

Served by Sarah last week. She was so helpful and friendly. I will definitely be back again soon.

A great visit to Neptune Chesham for some help in choosing and arranging their fabulous silk flowers. My friend and I were looked after so well a cup of coffee and then some personal help in getting the flowers just right.
Thank you so much

We have visited the Chesham store on a number of occasions now and every time the staff have been so helpful and knowledgable. Emily Adams was particularly helpful on our last visit giving us guidance on paint finishes so that we made the right choices. We would definately recomend Neptune paints and visiting the Chesham store.

We visited the Chesham show room which had the differed ranges of kitchens on display which we found very useful. We selected a Neptune kitchen as we liked the idea of the life time guarantee. Also we found Fiona the kitchen designer came up with really good ideas. The customer service from design to the installation has been very professional. We had a project manager who oversaw the time schedules. When the kitchen was installed the fitters were excellent with an eye to fine detail. We had bespoke seating which looks amazing.

They were helpful at the shop and the delivery went without any trouble. ( on time and with ca

We have been very impressed with the service we have received from Neptune in Chesham. Fiona designed us a fabulous and functional utility and revamped our kitchen. The units are extremely well made and we were able to get bespoke pieces to fit the shape of the room. James ensured everything was suitable before the installation and Neptunes installer, Martin, did a wonderful job with great attention to detail. Would highly recommend.

Fantastic quality products at great prices

Excellent customer service, lovely items.

always love visiting the Chesham Neptune store. The staff are consistently welcoming, friendly, and incredibly helpful. They take the time to offer thoughtful advice and great solutions, especially when I’m looking for presents. It makes shopping there such an enjoyable experience, and I always leave feeling confident in my choices. Highly recommend!

Always a pleasure to work with Neptune in Chesham. Products, service and delivery always professional. Emily supported me through a recent series of purchases and was a delight with excellent comms and product advice.

Exceptional service today at Neptune in Chesham. Patsy was most helpful and I am thrilled with the products I bought. Thank you!

Recently bought a counter top pantry and both Melissa and Laura provided a very attentive service ensuring my unit was installed to perfection
Highly recommend the store and team for great product inspiration and of course service

Chesham Neptune brilliant interior design service. Great cushion and throw advice no need to redecorate my drawing room now ! And I got a cup of tea plus they are very dog friendly and my border terrier got lots of love and cuddles. 🥰

We are happy with the finished Neptune kitchen - it looks stunning and the quality of the units is excellent. However, the journey to get there was extremely stressful and disappointing, and I feel compelled to share our experience.

1. Communication Failures - The biggest issue was the lack of communication around delays. For example, the Quooker tap was delayed by the supplier, but we weren’t informed until much later. This left us without running water in the kitchen for over two weeks, forcing us to pay emergency plumber rates to install temporary taps.
2. Incorrect Technical Drawings - Our electrician worked from Neptune’s technical drawings, which turned out to have an error. This meant we had to pay for plug points to be moved twice, at our cost.
3. Project Management Gaps - We paid for Neptune’s installation service expecting a smooth, managed process. Instead, we had to chase updates, deal with missed deliveries, and the subsequent fallout of their failure on the taps
4. Customer Service - When the tap issue arose, we couldn't get hold of anyone, our project manager was on annual leave and the store told us they were short-staffed and had no one available, leaving us without a point of contact.
5. Compensation - While Neptune covered the emergency plumbing costs (otherwise the kitchen would have run over 4 weeks!) and a couple of extras (like a recirculating kit that they had forgotten to include on their original quote), they refused to acknowledge the stress and disruption caused. For a brand that positions itself as premium, this was disappointing.

The kitchen itself is beautiful and well-made, but the installation was poorly managed, communication was lacking, and customer service fell short of expectations. If you choose Neptune, be prepared to manage the process yourself and chase for updates.