Visited Neptune Cambridge looking for some new furniture. As well as it being a gorgeous showroom, the staff were lovely and so helpful, even letting us move items from floor to floor to see how they... Näytä lisää
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We always find the Cambridge Neptune super friendly but Sarah went above and beyond today when we were purchasing a Garden bench.A million thanks again Sarah and to all the other team members
Yritys on vastannut
Alfi and Josh were amazing this morning. Very polite, showed up on time, helped me set up the table etc. overall a very positive purchased with a great service.
From start to finish the team at Neptune Cambridge were great to work with. Beth did a brilliant job on the design and assisting us with advice on appliances, worktops etc. Ben installed our kitchen t... Näytä lisää
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Yrityksen tiedot
- Huonekaluliike
- ja myös
- Huonekalutarvikkeet
- Keittiötarvikkeet
- Olohuonekalusteiden myynti
- Puutarhakalusteet
- Sisustussuunnittelija
Tietoja yrityksestä Neptune - Cambridge
Yrityksen kirjoittama
Over the years, we’ve been trying to come up with the best way to say, “Hello, we’re Neptune, and this is who we are.” It’s easy to learn that we’re an interiors brand – our stores, and our website will tell you that in no time. But while our designs are a huge part of who we are, ‘the why’ and ‘the how’ almost matter more than ‘the what’. It’s easy to tell you what we do, it’s harder to explain why. That’s where our philosophy – a different perspective – comes in. Three words that sum up our entire reason for being.
We’re Neptune.
We do what we do because we believe our designs can make your life that little bit happier, easier and better.
We do that with honesty, rigour and kindness, using the best materials, the most trustworthy of techniques, surrounded by people who genuinely care about creating things that are timeless. And we always lead with heart.
We’re a British-born and raised interiors and lifestyle brand who design and make furniture, lighting and accessories for your whole home.
Reviews
At Neptune, we fundamentally believe that things can always be better. And there's nothing like hearing if that’s the case, first-hand. Honest words from real customers - the good and, whilst of course it’s something that we hope doesn’t happen often, the bad, too.
Transparency is as important to us as getting it right and we’re thrilled to see so many of our customers choose to share their experience of Neptune here. That way, our future customers can make informed decisions, and we get the opportunity to put anything that wasn’t perfect first time, right.
Everything we do is designed to make your life that little bit easier, so we hope you’ll be happy to leave a few words below - to make your fellow customers lives that bit better.
Yhteystiedot
21 High St, Harston, CB22 7PX, Cambridge, Cambridgeshire, Yhdistynyt kuningaskunta
- 01223 643 535
4,8
Erinomainen
273 arvostelua
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Kuinka tämä yritys käyttää Trustpilotia
Tutustu arvostelujen ja arvosanojen lähteisiin, pisteytykseen ja moderointiin.
Choosing and ordering was easy
Choosing and ordering was easy.
Delivery leadtimes were ridiculously long (6 months for the sofa and chairs), 4 months for the TV cabinet.
They asked for prepayment on all items despite the expensive pieces being on a 6 month wait.
Two side tables were delivered damaged, though they were replaced without questions.
On the whole we are pleased with the design and quality but feel it is over priced.
11. heinäkuuta 2022
Vastaus yritykseltä Neptune - Cambridge
I am very sorry it took a little longer than usual for your sofa and armchairs to be ready for delivery. Our tailored items naturally have a slightly longer lead time as they are made to order. Thank you for your patience and thank you for taking the time to post your feedback. I am delighted to hear that you are pleased with your items now they are in situ. Kindest regards, Pauline
Olney lamps walnut colour, small.
Ordered in your Harston Cambridge store. Polite lovely service, knew all about the products and was offered different options also. Ordering process very good from start to finish with an email sent on the collection day to say they had arrived in store. Perfect sized small lamps for our new bedside drawer units. Packaged perfectly, I would definitely recommend these lamps, such a lovely design and colour.
30. kesäkuuta 2022
Vastaus yritykseltä Neptune - Cambridge
Hello Valerie, thank you so much for your very kind review, we appreciate you taking the time to leave your feedback. We're also so happy to hear you're pleased with the Olney lamps, a great choice for your bedside tables! Have a great week and we hope to welcome you back to store soon. Kindest regards, Pauline
Dreadful experience
Dreadful experience. Paid top dollar for the Neptune fabric and received a lot of rubbish back. Pitted in faults, flaws and threads. Clearly seconds. They are picking and choosing who they want to send their first quality fabric to. They clearly don’t want any soft furnishingers making up in the fabric - too much competition I guess ! They should not sell the fabric if that is the case. I was told no refunds or returns. Money grabbers. A bunch of snobs ! I don’t know why though as they clearly have to work to earn a living just like everyone else. Won’t be visiting this store anytime soon that’s for sure !!!
That’s not true Pauline you need to get your facts right before you go bleeting off. There is more than one fabric involved there are 6. If I had the opportunity to publish images of the fabric I would as they are dreadful and the images would tell the full story.
You were never involved in the discussions I had with Rachel, so you are only going on hear say, nor did you examine the fabric. To back my point up even further I have large returnable samples of all the fabrics in question and they are nothing like the rubbish I have been sent. I have had a customer return an item because the quality is just not there. You see Pauline, the customer had already purchased a soft furnishing item online that matches one of the fabrics I have been sent, so they have a comparison to draw on, They even said it was “faulty or a second”!
I am more than certain that these fabrics are of inferior quality and should have been deemed so at point of sale and furthermore should have been sold at a reduced price. If this had been pointed out I definately wouldn’t have purchased them !
23. kesäkuuta 2022
Vastaus yritykseltä Neptune - Cambridge
Good morning Pauline,
Thank you for taking the time to leave your reviews with regards to your recent fabric purchases. We are very sorry the finish on a particular fabric did not meet your expectations and you feel so disappointed with the experience you have had with us.
At the time of purchase our Home Specialists had a detailed discussion with you around what to expect in terms of that fabrics particular finish and appearance. One fabric you purchased, the one in question, was a linen cotton 60/40% mix and the flax fibres will naturally cause dark flecks and textured slubs – these are a natural feature, to be expected and celebrated as part of the fabric's appeal. Despite this and on request we immediately raised your concerns with our customer services team to quality check the fabric, just to make sure that there wasn’t a fault. Following a thorough examination, the team determined there were no flaws or faults and that the fabric displayed all the usual character and quality of our linens.
Therefore, as no faults were found, and due to each order being bespoke (cut direct from the roll, not seconds), we are unable to accept returns and this is always covered at the point of sale.
However, we never want our customers to feel dissatisfied and please accept my apologies that you feel the service you have received has fallen below standard. Please rest assured that we have done all we can to ensure you have received the fabric to the standard we pride ourselves on.
Should you wish to discuss this further please do contact me directly on info@neptunecambridge.com or 01223 643 535.
Pauline
Good experience
I ordered by telephone as I don't live near the store. Service was excellent and I am very happy with my purchase
6. kesäkuuta 2022
Vastaus yritykseltä Neptune - Cambridge
Hello Frances, we very much appreciate you taking the time to leave your kind review. We're so happy to hear you're happy with both our service and product. We hope to welcome you into store again very soon! Take care, Pauline
As always first class all round service…
As always first class all round service from Neptune
29. toukokuuta 2022
Vastaus yritykseltä Neptune - Cambridge
Hello Paul, we really appreciate you taking the time to leave feedback for us here at Neptune Cambridge. We hope to welcome you back to store again soon! Have a lovely week. Pauline
Door fitted to my wardrobe upside down
I purchased amongst other things, a triple wardrobe, which was very expensive. I now find one door has been installed upside down. Neptune’s fitters came and installed the wardrobe
Originally I had to wait ages, much longer than originally told got the various items to arrive. Now I find it’s been fitted incorrectly
15. toukokuuta 2022
Vastaus yritykseltä Neptune - Cambridge
Hello Donna, many thanks for your feedback. I am extremely sorry our service on this occasion fell far below expectations. Our system notes suggest our customer services team have been in touch with a resolution. I will give you a call today to ensure this has been resolved satisfactorily for you. Many apologies once again. Kindest regards, Pauline
Neptune sent me this request to review
Neptune sent me this request to review. It was very hard to decide if I completed and I thought long and hard about it. I gave 2 instead of 1 to reflect the help I got from the local team.
Rather than relay a long story of failed deliveries, poor quality furniture etc I decided to give feedback on my experience of the company. It was resolved to my satisfaction in the end.
The issue is as a customer getting caught between the franchise and head office. Liz Dalton, a truly wonderful manager at Cambridge was the only person who kept me sane. For her it’s 5 stars. Without her I am not sure it would have ever been resolved.
The customer service person at head office never returned calls even when she said she would. Yet she was quick to blame Cambridge.
The issue appears to be quality control checks, poor communication and lack of accountability from Head office.
It was resolved as I said to my satisfaction but this company pride themselves on an premium service and product, never resorting to sales or promotions, so this needs to be reflected in their care.
I could have been an extremely valuable and loyal customer
I appreciate the final resolution.
1. toukokuuta 2022
Vastaus yritykseltä Neptune - Cambridge
Dear Fiona,
Firstly may I thank you for spending the time in leaving your review for us. As a company we want to learn from reviews like yours so we can effectively get better and grow.
We are so sorry that you were on the receiving end of poor service and I would like to let you know that this has been reviewed internally and great lessons have been learnt.
Our communication through your service request was poor and we will improve.
It is simple to say that we let you down and we offer our sincerest apologies for that.
Please feel free to give me a call or email me anytime with any assistance. I hope that you might in the future come back and see us and I would love to sit and have a coffee with you.
You can call me at the store on 01223 643 535 or email me Laura.hughes@neptune.com
Kindest regards
Laura
Store Leader Neptune Cambridge.
Great place for ideas on style and…
Great place for ideas on style and colours.
Pleasant staff.
6. huhtikuuta 2022
Vastaus yritykseltä Neptune - Cambridge
Good morning, thank you so much for your very kind feedback, we're so pleased to hear you were able to take inspiration from our collections. We hope to be able to welcome you back soon. Kindest regards, Pauline
Love this store
Love this store, such lovely products and great service. Staff are very helpful
23. maaliskuuta 2022
Vastaus yritykseltä Neptune - Cambridge
Good morning, thank you so much for your kind feedback, we are delighted to hear you're enjoying your visits to our store and are so pleased you're also happy with our products. We hope you are able to visit us again soon! Take care, Pauline
All was fine until recently when I…
All was fine until recently when I ordered a sample pot which didn’t arrive. It took a few phone calls to finally receive it
20. maaliskuuta 2022
Vastaus yritykseltä Neptune - Cambridge
Hello Gillian, I am so sorry to hear you experienced a delay in receiving your sample pot. I will pass your feedback on to our team to ensure our communications are maintained to the high standard our customers expect. We very much appreciate you taking the time to leave feedback. Many thanks, Pauline
Excellent customer service
Excellent customer service. Polite and friendly staff are really helpful in store and on the phone. Delivery of my beautiful item was a very smooth operation also with a great delivery service.
8. maaliskuuta 2022
Vastaus yritykseltä Neptune - Cambridge
Good morning Wendy, thank you so much for your very kind feedback. We're so happy to hear you enjoy your visits to our store and we hope to welcome you back soon. Have a great week! Pauline
Vastaus yritykseltä Neptune - Cambridge
We are so sorry to hear of your experience, we do appreciate your feedback. If you wish to discuss this further, please do not hesitate to contact us at info@neptunecambridge.com or on 01223643535. We will inform our delivery team of your issues and endeavor to improve service.
Vastaus yritykseltä Neptune - Cambridge
Thank you so much for your review we are delighted to hear you are pleased with our service, we look forward to seeing you again soon
Beautiful store and products
Beautiful store and products.
The staff are so friendly and helpful.
I’m fortunate to live very close to a store.
24. helmikuuta 2022
Vastaus yritykseltä Neptune - Cambridge
Good morning James, thank you so much for leaving your kind review. We're very happy to hear you're enjoying your visits to our store and look forward to seeing you again soon. Enjoy the rest of your week. Pauline
Awful service
Beautiful products, awful service. Mistake after mistake after mistake. It’s not good enough when you’re spending thousands and thousands of pounds.
12. helmikuuta 2022
Vastaus yritykseltä Neptune - Cambridge
Good morning Christine, we are extremely sorry to hear your Neptune experience fell way below our expected and usual standards. We will be in touch with you to discuss your experience further to determine what we need to do better. Thank you for taking the time to leave your review, we value your feedback. Pauline
Great product but not cheap!
3. helmikuuta 2022
Vastaus yritykseltä Neptune - Cambridge
Hi James, thank you for your review, we're glad to hear you are enjoying our products, we appreciate your feedback. Pauline
Great design and quality furniture
A lovely shop with a wide range of furniture and sofas. The people are very nice and available to help. The wait for delivery on bespoke furniture is however a bit concerning. Other than that is one of my favourite shop.
2. helmikuuta 2022
Vastaus yritykseltä Neptune - Cambridge
Hello Alessandra, we very much appreciate you taking the time to leave a review and are glad to hear you have enjoyed your experience in-store. Please rest assured we are working hard to improve some of our current lead times for tailored pieces. We hope to see you in-store again soon, have a great rest of the week. Pauline
Excellent products and very helpful in…
Excellent products and very helpful in the shop
1. helmikuuta 2022
Vastaus yritykseltä Neptune - Cambridge
Good morning Julie, many thanks for your very kind review. We're so pleased to hear you enjoyed your visit and we hope to see you again soon. Enjoy the rest of your week! Pauline
Love just wondering around the…
Love just wondering around the beautiful store and dreaming dreams!
27. tammikuuta 2022
Vastaus yritykseltä Neptune - Cambridge
Thank you for taking the time to share your feedback, we are glad you enjoy our stores. Kindest regards, Charlie
Such a lovely store and experience
Such a lovely store and experience to wander about the rooms. No sales pushing, just very helpful assistants when you need them.
26. tammikuuta 2022
Vastaus yritykseltä Neptune - Cambridge
Hello Joanna, thank you so much for taking the time to leave your very kind review. We're so pleased you enjoyed your visit to our store and very much hope to see you again soon! Take care, Pauline
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