Really impressed with NEOM’s products and customer service! The products are lovely, smell absolutely amazing and feel really good quality. My initial order arrived with a damaged bottle, but NEOM wer... Näytä lisää
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Katso, mitä arvostelun kirjoittajat sanovat
Worst customer service ever, you can’t get past the AI replies! I’m a regular Neom customer, having been using their candles for years and I’ve had the occasional few which don’t perform like the... Näytä lisää
Yritys on vastannut
I bought the NEOM Happiness candle after how amazing it smelled in a friend's home. The candle had issues burning and I contacted customer support about this. They were so kind and sent me a replaceme... Näytä lisää
Yritys on vastannut
I discovered NEOM this year and have bought a lot of their products. They smell and feel amazing! I had an issue recently with a spray I bought that wouldn't work, contacted customer services who wer... Näytä lisää
Yritys on vastannut
4,4
Erinomainen
8 t. arvostelua
Ei viimeaikaisia arvostelupyyntöjä
Tämä yritys ei ole pyytänyt asiakkailtaan arvosteluja viime aikoina, joten arvostelut eivät välttämättä anna kattavaa kokonaiskuvaa
On vastannut 100 %: iin saamistaan huonoista arvosteluista
Vastaa yleensä 1 viikon sisällä
Kuinka tämä yritys käyttää Trustpilotia
Tutustu arvostelujen ja arvosanojen lähteisiin, pisteytykseen ja moderointiin.
Poor quality products & worst customer service ever – Avoid this company!
I purchased a diffuser from NEOM and it arrived defective. After contacting them, they sent a replacement, which was also defective. When I reached out to customer service again, I was treated horribly.
Instead of offering a refund, NEOM insisted on sending a 3rd diffuser. Since I refused to accept another faulty product, they simply kept my money and refused to issue a refund. In the end, I had to open a dispute with PayPal just to get my money back!
DO NOT BUY ANYTHING FROM THIS COMPANY! The products are low quality, and their customer service treats customers like trash!
17. kesäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä NEOM Wellbeing
Hello Belle,
I'm really sorry to hear about this experience - two faulty units and then difficulty getting a refund is not what we want for any customer.
I'd like to look into this properly, but I'm not able to locate your order from the review alone.
Could you please email me directly at info@neomwellbeing.com with your order number so I can understand exactly what happened and put things right?
Warm regards,
Katie
3 wick candle faulty - stay away
Worst customer service ever, you can’t get past the AI replies!
I’m a regular Neom customer, having been using their candles for years and I’ve had the occasional few which don’t perform like they should. Purchased 3 candles and one of them is faulty - the wicks don’t burn properly and they fail to acknowledge this.
Be mindful when spending a lot of money on these candles.
26. heinäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä NEOM Wellbeing
Hello Chigs,
I'm sorry to hear this, especially as a long-standing customer - that's not the experience we want.
I'd like to look into the faulty candle for you, but I'm not able to locate your order from the review alone.
Could you please email me directly at info@neomwellbeing.com with your order number so I can get this looked at properly?
Warm regards,
Katie
Noisy mini pod & poor customer service
I bought the mini pod so I can use it with their nice fragrance and essential oils when I want to chill out and relax but this one is so noisy and it’s too irritating to try and ignore, I contacted Neom and said mine must be faulty and was told there is a noise because it is a nebuliser but mine is just too noisy. So I want to return it because had I known it was that noisy I wouldn't have bought it but customer services are very reluctant to accept the return, eventually I get a return label and 2 weeks later I’m still chasing them up for an update. Tried to post a review of the mini pod on their website but obviously it’s not been put on. Very poor customer service
10. syyskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä NEOM Wellbeing
Hello Ann,
I'm sorry to hear about the noise and the wait for an update on your return - I'd like to get this looked into properly.
I can also say that the product description on our website does note there's a slight motor noise from the nebuliser, though I appreciate that may not have matched your experience once in use.
On the return, our current processing time is up to 14 working days, so you should hear an update within that window, but please do email me directly at info@neomwellbeing.com with your order number so I can check on progress and make sure everything's moving as it should.
Kind Regards,
Katie
Very Good Dedicated Customer Service
I had to contact customer service regarding a promotional discount that I received which wasn't working for when I tried to place an order. Flo kindly looked into the matter for me and resolved the issue by personally taking my order and set up a special link for me so my discount was applied.Was very happy with the service.
3. syyskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä NEOM Wellbeing
Hello Catherine,
Thank you so much for this lovely review! I'm really glad Flo could sort out the discount issue and go the extra mile to get your order placed properly. I'll make sure she sees this, she'll be delighted. Thanks for taking the time to share it!
Warm regards,
Katie
Neom is a brand name I feel I can trust
Neom is a brand name I feel I can trust
The customer service team handled my query professionally and efficiently as well as being friendly 😊
1. elokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä NEOM Wellbeing
Hello Lynne,
Thank you so much for this - trust is everything to us, so it means a great deal to hear that reflected in your experience. I'm really glad the team came across as professional, efficient and friendly all at once. Thanks for taking the time to share this!
Warm regards,
Katie
Lovely store & knowledgable staff
Lovely store & knowledgable staff
Enjoyed a wonderful hand and arm massage instore with Fiona. It was so nice and I bought several products.
Slight mix up meant I received an incorrect item but Fiona reached out (before I even noticed) and organised for the correct item to be posted to my home.
Really fabulous service. Next time I’m in Edinburgh I’ll be visiting the shop again.
19. elokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä NEOM Wellbeing
Hello Mrs Murphy,
Thank you so much for this lovely review! I'm so glad Fiona gave you such a wonderful in-store experience with the hand and arm massage, and even more impressed she caught and corrected the item mix-up before you'd even noticed.
I'll make sure she sees this, she'll be delighted. Looking forward to welcoming you back to the Edinburgh store next time!
Warm regards,
Katie
Disappointed - new formulas
I have enjoyed Neom products now for a very long time, buying for myself and for friends and family. I have a reed diffuser and three weeks ago placed a new Happiness refill and reeds into the glass receptacle. 21 days later the liquid has evaporated and the receptacle almost empty. In the past (I have had many) the diffuser liquid would last 2/3 months and often longer. I am so very disappointed with what I can only assume is a new formula (one which doesn’t now have the longevity of your past reed diffusers). I do not want a replacement from Neom, but I am sad to say that I will now be seeking alternative products, as Neom is just not delivering the quality that it was. Neom is a premium product and buyers will always expect longevity from items that are expensive. So with a heavy heart Neom has lost a customer of many years! I emailed this text to customer service and had an AI response - that is also hugely disappointing!
3. syyskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä NEOM Wellbeing
Hello Denise,
Thank you for taking the time to share this, and I'm genuinely sorry to hear it, especially after so many years with us. I completely understand the disappointment when a product you've relied on doesn't perform the way it used to, and your point about longevity mattering at this price point is a fair one.
I'd like to look into this properly, could you please email me directly at info@neomwellbeing.com with your order details so I can understand what's happened here and follow up personally, rather than through an automated response?
Kind regards,
Katie
Love this company and that the products…
Love this company and that the products are natural. Plus great customer service from helpful, friendly and knowledgeable staff. Def 5*!
12. elokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä NEOM Wellbeing
Hello Linda,
Thank you so much for this lovely review! I will be sure to pass your kind comments across to the team.
Have a great day!
Kind Regards,
Katie
Absolutely wonderful company
Absolutely wonderful company - lovely products that smell divine, highly recommend everything especially the Real Luxury range
30. elokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä NEOM Wellbeing
Hello Gilly,
Thank you for this review! I am so pleased you love our products.
We hope to see you shopping with us again soon!
Kind Regards,
Katie
I was really impressed by the response…
I was really impressed by the response from the outset of my request to the support I received from the Neom team. I’m so grateful for their support. Love the products - they’re amazing.
26. elokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä NEOM Wellbeing
Hello Jennifer,
Thank you so much for this, it's lovely to read! I'm so glad the support felt right from the very start, and thrilled you're loving the products too. Thank you for taking the time to share this.
Warm regards,
Katie
Great service when my order was not…
Great service when my order was not delivered. Firstly Neom noticed it had not arrived and resent it. When the delivery did not arrive a second time, I got in touch and it was sent with a different carrier and arrived in 24 hours. Good job!!! Thank you.
25. elokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä NEOM Wellbeing
Thank you for this, and I'm sorry it took two attempts to get your order to you! Really glad the team caught the first delivery issue proactively, and that switching carriers got it to you within 24 hours the second time round. Thanks for your patience with it and we hope to see you shopping with us again soon.
Warm regards,
Katie
Found customer service incredibly…
Found customer service incredibly helpful(once you can bypass the AI Bot). Received a neon wellbeing diffuser as a gift but was missing the misting nozzle. Item was posted out to me and the diffuser is working perfectly. Service was very efficient.
3. elokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä NEOM Wellbeing
Hello Niamh,
Thank you for this, and I'm sorry the diffuser arrived without its misting nozzle - not the unboxing experience we want for a gift!
I'm glad we could get that out to you quickly and that it's now working as it should. Enjoy it!
Warm regards,
Katie
The team that helped me with my…pod mini
The team that helped me with my diffuser couldn’t have been more helpful, swift response every time and resolved my problem. Definitely the best customer care I’ve ever received
10. elokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä NEOM Wellbeing
Hello Susan,
Thank you so much for this lovely review! I'm really glad the team could respond quickly each time and get your diffuser issue resolved. It means a lot to hear you rate it as the best customer care you've experienced. Thanks so much for taking the time to share this!
Warm regards,
Katie
Outstanding customer service
Outstanding customer service. Received a personal call from Katie following an email product enquiry. Bowled over at Neoms personable approach and going out of the way to support their customers. Neoms service matches the quality of their gorgeous products.
13. elokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä NEOM Wellbeing
Hello Alison,
Thank you so much for this - it really means a lot to me personally! I'm so glad I could help with your enquiry, and it was a pleasure to speak with you. I'm really pleased the products live up to the experience too and i'm excited for you to receive your 2026 Advent Calendar.
Thank you for taking the time to share this and we look forward to welcoming you back with us again soon!
Warm regards,
Katie
Incredible service from the team
Incredible service from the team. Very efficient and understanding. Problem sorted straight away
Thank you
14. elokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä NEOM Wellbeing
Hello Lisa,
Thank you so much for this lovely review! I'm really glad the team could get your problem sorted straight away. Thanks so much for taking the time to share this!
Warm regards,
Katie
Excellent customer service
Excellent customer service. Ordered the wrong charger cable and they simply replaced with the correct one free of charge. All done over email. No fuss. Many thanks.
14. elokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä NEOM Wellbeing
Hello David,
Thank you so much for this lovely review! I'm really glad we could get the correct charger cable sorted for you quickly and without any fuss. Thanks so much for taking the time to share this!
Warm regards,
Katie
Highly recommended.
I have been a customer for many years and rate Neom products very highly. I recently had an issue with a diffuser that I had just purchased. Customer Service was excellent. My query was efficiently processed by AI and then passed to the team. Georgia addressed the issue promptly and solved my problem to my complete satisfaction. A pleasure to deal with this company.
14. elokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä NEOM Wellbeing
Hello Alexandra,
Thank you so much for this lovely review, and for being such a loyal customer over the years! I'm really glad your query was handled smoothly, and that Georgia could resolve the issue with your diffuser to your complete satisfaction. I'll make sure she sees this, she'll be delighted. Thank you again for your continued support!
Warm regards,
Katie
Very good customer services
Very good customer services, fast and efficient.
And a special Thank you to Georgia for help and understanding.
12. elokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä NEOM Wellbeing
Hello Isabelle,
Thank you so much for this lovely review! I'm really pleased the service felt fast and efficient, and a special thank you passed on to Georgia too - she'll be delighted to see this. Thanks for taking the time to share it!
Warm regards,
Katie
Exceptional customer service
I always find Neom customer support brilliant. Georgia was so helpful. My package was running late and she got in touch to apologise. Neom products in my opinion are the best! Natural fragrance and a lovely range. Thank you 😊
11. elokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä NEOM Wellbeing
Hello,
Thank you so much for this lovely review! I'm so glad Georgia kept you in the loop and apologised for the delay - that's exactly the kind of care I want customers to feel, even when something's outside our control. And it's brilliant to hear you rate our natural fragrances and range so highly too. I'll make sure Georgia sees this, she'll be delighted!
Warm regards,
Katie
I received a lovely box of Neom…
I received a lovely box of Neom products as a gift, the customer service team helped me work out who it was from so I could thank them and then replaced an item that was damaged in transit. The products are absolutely divine and I can’t fault how helpful and efficient the customer service was.
11. elokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä NEOM Wellbeing
Thank you so much for this lovely review! I'm so glad the team could help you track down who your gift was from, as well as sort out the damaged item quickly. It's wonderful to hear you're loving the products too. Thank you for taking the time to share this!
Warm regards,
Katie
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