Both Sarah and Beth were fantastic from start to finish, were very knowledgeable about their products and you can tell they thoroughly enjoy working there and made us feel at ease. Would highly recomm... もっと見る
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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... もっと見る
企業が回答しました
The delivery people were so helpful and friendly. Alfi and Josh really went out of there way to make sure that I was happy and the furniture was in place. All the packing was taken away too, so I didn... もっと見る
The staff were extremely welcoming , but gave you plenty of time to wander and look with no pressure . The offer of coffee or tea was lovely and the member of staff very friendly and pleasant without... もっと見る
企業が回答しました
企業情報
Neptune - Cambridge について
当該企業による記述
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.
連絡先
21 High St, Harston, CB22 7PX, Cambridge, Cambridgeshire, 英国
- 01223 643 535
4.7
優良
266件のレビュー
顧客にレビューを依頼しています
この企業は、ポジティブかネガティブかを問わず、顧客にレビューを依頼しています。
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この企業のTrustpilot 利用方法
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My first visit to the store
My first visit to the store. I loved walking around. Staff were really helpful and provided me with pre boxed items to safely transport home. It was lovely seeing the items in person. Beautiful displays too.
2022年11月26日
Neptune - Cambridge からの回答
Good morning,
Thank you for providing feedback on your first experience shopping in store with us.
I am delighted to hear that you enjoyed your time and that the team looked after you.
Hope to see you again soon.
Warmest regards
Liz Dalton
Store Leader
Excellent Customer Service
Very knowledgeable and helpful staff without being pushy for a sale. Well laid out room layouts , quality store quality products and excellent staff.
2022年11月18日
Neptune - Cambridge からの回答
Good afternoon,
Thank you for taking the time to provide us with feedback on your recent experience. It's great to hear the service you received was 5*. We hope to see you again very soon.
Warmest regards
Liz Dalton
Store Leader
Beautiful home furnishings
Beautiful home furnishings! Everything is of beautiful quality. Not the cheap but you pay for quality.
The Wycombe chair is a timeless, solid piece. Stunning.
Overall, service and communication with Neptune has been superb. Thank you.
2022年11月14日
Neptune - Cambridge からの回答
Good morning,
Thank you for taking the time to leave us with a 5* review. It is always so wonderful to hear feedback directly from our customers. And we quite agree, the Wycombe is truly beautiful.
Hope to see you soon.
Liz Dalton
Store Leader
Rachael at Neptune Cambridge was very…
Rachael at Neptune Cambridge was very helpful, caring and professional. She helped us figure out which items were best where we needed help. She had great knowledge in assisting with what would match with what. We enjoyed the experience of making the decisions to make our home nicer, thanks to Rachael.
2022年10月25日
自発的なレビュー
Neptune - Cambridge からの回答
Good morning,
I am delighted to hear you enjoyed your experience with us recently and thank you for your kind words.
We hope to see you again very soon.
Warmest regards
Liz Dalton
Store Leader
All three items I ordered were damaged…
All three items I ordered were damaged on delivery which is extremely disappointing. Great service in store, beautiful store but delivery poor.
2022年10月20日
Neptune - Cambridge からの回答
Good morning Lucy,
Please accept my apologies that quality, on this occasion, fell below our usual standards.
I am aware of the situation you experienced with delivery of your items and the resolutions that were immediately put in place. I am continuing to work with you to ensure we reach a suitable resolution.
Warmest regards
Liz Dalton
Store Leader
Everyone is always do friendly and…
Everyone is always so friendly and welcoming!! Nothing is ever too much trouble no matter how small a thing it is your buying !
2022年9月5日
Neptune - Cambridge からの回答
Hello Victoria, thank you so much for your lovely review! We really value our customer's feedback and are delighted to hear you've had such a great experience from our team at Cambridge. We appreciate you taking the time leave a review and hope to see you again soon! Very best, Pauline
Excellent shop
Excellent shop, products & service. But staff were tops. Their help and professionalism was good. Thank you.
2022年9月7日
Neptune - Cambridge からの回答
Hello Mr Hubbard, we're so happy to hear about your positive Neptune experience, thank you for taking the time to leave your feedback. We will be sure to pass on your comments to our team. Hope to welcome you back into store soon. Very best, Pauline
Fast delivery but very overpriced
2022年9月7日
Neptune - Cambridge からの回答
Hello Sasha, we very much appreciate you taking the time to leave your feedback. We hope you are enjoying your purchase. Very best, Pauline
Very good service from Neptune
Very good service from Neptune, ordered 5 lights, within the week they had arrived very well packed and in excellent condition
2022年8月4日
Neptune - Cambridge からの回答
Hello Jacqueline, thank you so much for your lovely review! We're so pleased to hear your lighting arrived safely and hope you have many years enjoyment from them! We hope to see you again in store as we launch our new AW22 season. Have a great weekend! Pauline
Really nice people to do business with.
It was an absolute pleasure to do business with these people, even the delivery people were nice.
2022年7月28日
Neptune - Cambridge からの回答
Good morning Andrew, thank you very much for your lovely review. We're so pleased you're happy with your Neptune experience and with your Shoreditch bar stools. We hope to welcome you back into store again soon. Have a great weekend! Pauline
Great service stylish product
2022年7月24日
Neptune - Cambridge からの回答
Hello Deborah, thank you so much for taking the time to leave your very kind review. It was a pleasure to take care of your order and we're delighted you're happy with your pendant and bar stools. We hope to see you back in store again as we approach our AW22 seasonal launch. Have a great weekend! Pauline
Couldn’t order the shade I wanted…
Couldn’t order the shade I wanted online, rang Cambridge and they sorted it immediately. Many thanks
2022年7月19日
Neptune - Cambridge からの回答
Hello Sara, we are so pleased we were able to help you with your lampshade order and really appreciate you taking the time to leave your kind review, thank you! Have a great afternoon, take care, Pauline
Complete shambles.
My wife and I ordered a pair of low chest of draws to use a bed side tables. We called the store direct and dealt with a person in the designer team. Both order now problem, just short of £2000!
Delivery day is booked, guys turn up and while unpacking them he says to me 'You know these are seconds'.
Quick call to confirm I had ordered two new ones and back in the boxes they went. We were told two new ones would be ordered for the following in week.
Well the following week comes and we get only one chest of draws and it's a second!
Complete shambles.
2022年7月12日
Neptune - Cambridge からの回答
Hello Colin, I understand our Store Leader has subsequently been in touch to help resolve the issues you raised. Once again, we are extremely sorry you experienced service which fell far below expected standards. Please be assured we are committed to learn and improve from this experience and thank you for your feedback. Kindest regards, Pauline
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.
2022年7月11日
Neptune - Cambridge からの回答
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.
2022年6月30日
Neptune - Cambridge からの回答
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 !
2022年6月23日
Neptune - Cambridge からの回答
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
2022年6月6日
Neptune - Cambridge からの回答
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
2022年5月29日
Neptune - Cambridge からの回答
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
2022年5月15日
Neptune - Cambridge からの回答
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.
2022年5月1日
Neptune - Cambridge からの回答
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.
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