Neville Johnson レビュー 

We booked Neville Johnson to design and install our basso staircase, and while the initial stages of the design and booking process were relatively smooth, unfortunately our experience deteriorated significantly once the installation began.

Our installation was scheduled for 20 July 2026 to 24July 2026. Given that we had paid approximately £37,000 for our staircase, we expected a high level of workmanship, professionalism and attention to detail. Sadly, this was far from our experience.

Neville Johnson outsource their installations to contractors rather than using in-house fitters. The installer assigned to us was late almost every day. He was due to start at 8am but would regularly arrive around 10am or even 11am, and on one occasion left as early as 3:30pm. This was extremely frustrating, particularly given the amount we had invested in the project.

More concerning, however, was the standard of workmanship. A number of issues became apparent during the installation, including worn or incorrectly sized blades being used, resulting in chipped edges and damaged joints. Some of the nails used on the beads were too large and caused the wood to crack. There were also gaps between the bannisters because screws had been left loose, and some of the supporting posts were not installed straight.

The installer was also unable to complete the work by the agreed completion date of 24 July. We were then informed that he was going on holiday and would not be able to return until 31 July. We waited until then, only to be told that he had an emergency and would instead return on 3 August.

When he eventually returned, most of the outstanding work was completed, but the staircase still could not be finished because the bannister rail was the wrong size and needed to be reordered. We were told this could take a further 3–5 weeks.

This left us with one bannister while the other side of the staircase remained completely open. This was particularly unacceptable because we have two young children, aged 6 and 2, as well as elderly parents, making the situation both extremely inconvenient and a genuine safety concern.

Eventually, a different fitter was sent to rectify the problems. He had to dismantle a significant portion of the staircase in order to correct the previous workmanship. This took a further 3–5 days. As many of the components had to be replaced, the replacement pieces had noticeably different wood grain and colouring from the original staircase.

We were assured that a French polisher would attend to rectify the colour differences and finish the staircase properly. However, we then had to wait several more weeks for this to happen. The French polishing itself took a further two days and involved staining the wood and filling various holes and imperfections.

What should have been a straightforward, premium installation turned into weeks of disruption, delays, remedial work and inconvenience, with our staircase left incomplete and, at various points, unsafe to use.

For a staircase costing £37,000, we expected exceptional workmanship and a seamless service from start to finish. Instead, we were left having to repeatedly chase progress, accommodate delays and live with the consequences of poor installation work.

There were also a number of other issues throughout the process which added to our frustration. While some of these were eventually rectified, the overall experience has been extremely disappointing.

We chose Neville Johnson because we believed we were paying for a premium product and premium service. Unfortunately, our experience did not reflect this. The quality of the installation, the delays, the lack of consistency and the amount of remedial work required have completely fallen short of what we would reasonably expect from a company charging this level of money.

Based on our experience, we would strongly advise anyone considering Neville Johnson to think very carefully before proceeding. A £37,000 staircase should not require this level of correction, disruption and remedial work.

Top grade company, both quality and customer service, and we have purchased two projects to our house. The total(s) I think about £45,000 - for both. A lot I know - but as the saying goes "you get what you pay for."
The word "bespoke" here - is very relevant. We sort of "sketched" out what we want - and they came up with the designs options.
I like company's that make things; it my background.
So I was exacting and very precise about materials - and very happy, to note the quality solid wood veneers, excellent glass and all the fixtures and fitting were all top quality.
It has a "wow" factor. (Well our friends went wow!")
I had one very small nuance (not a complaint) - and they came to see it and rectified.
Finally the bloke who fitted both was very good. He understand "customer services" and created no mess at all. He took time to fit all the finer pieces of wood and the finished result was very good; so much so I wrote in a very positive review to the MD.
Great in see in the is country we still have the skill set to make these sort of thing(s)., rather than import everything from China .

Lee Boswell was the ultimate professional throughout the job. His workmanship was of the highest standard, and he always provided clear and helpful explanations whenever questions were asked.
He arrived punctually each day and maintained a clean and safe working environment at all times, taking care to minimise disruption in the hallway and being mindful of our dog.
Lee was consistently friendly, courteous, and professional. I would be delighted to have him carry out any future work and would highly recommend him. Lee, thank you ever so much.

This is simply the worst company I have ever had to deal with. On the plus side their product range and design service are excellent and the fitters who have attended have been hardworking and professional.
However, the organisation and manufacturing process is chaotic. At every turn we have had cancelled appointments at short notice right through to today when the Polisher simply didn't turn up.
Our dining room cabinets were manufactured incorrectly resulting in uneven shelves and after a wait of just over 5 weeks (and a last minute change of appointment) the replacements were delivered with exactly the same fault. There are more than 20 scratches on the furniture, door handles not properly attached and a drawer not correctly on its runners.
Because these cabinets are dining room furniture we have had to live in chaos for the last 2 months with our china, crystal glasses and ornaments stacked on various floors throughout the house.
It beggars belief how a company can be so inefficiently run and I would not recommend them at all.

A week has now passed since I wrote the above review and I can now add that we have reached a mutually satisfactory compromise with Neville Johnson regarding the remedial work. We also appreciate that a senior member of the company has acknowledged the poor service and manufacturing faults and has made a written apology.

Cari Bateman did a great job designing our cupboards, for the hallway, and drawers for the bedroom. She came up with ideas to solve some of the logistical challenges we were facing, and promptly sent us samples of colours to use. Installation was quick. A very good experience all round.

I had a metal & glass staircase renovation at my property in June. Found Neville Johnson as a company very professional & competent from the initial contact to quotation, measure up to fitting.
The fitting was done solo by Lee Boswell, who I can only describe as a master craftsman! Lee is friendly, polite & hardworking, he made sure at the end of each day my home was left clean & safe before leaving.
Very pleased with my new staircase, very pleased with Lee's work & the overall experience with Neville Johnson.

we had our staircase refurbished, to add handrails,and finish the whole stairway.
excellent work. communications were brilliant. everything was on time as promised.
the fitter Lee Boswell was excellent

The designer took great care to give me exactly what I needed - even measuring books to make sure they would fit. A video of the design showed what the wall unit would look like in situ. Booking and admin were efficient and the designer, Simon, stayed with the process throughout to make sure it was perfect. Finally the fitters were highly experienced and helpful- so important as I'm disabled. I highly recommend them.

I requested a brochure as we have a project needed in our house we are prepared to spend on to have a good job done. Neville Johnson furniture looks beautiful. I specifically requested a brochure not a call or a visit but have had NINE unsolicited phone calls, 3 in one day. I could tolerate one or two calls on spec but if I wanted to talk to someone I would have called. 9 calls is ludicrous and NJ will not be getting my business.
Update 6/7/26 - I had an email telling me there was duplication of my record so I received more calls than usual. This unfortunately doesn’t alter the fact that I had at least 9 calls and several emails with another email today. This is simply not reasonable when someone specifically requests a brochure. I accept the apology that I had more calls than usual but 4-5 is still not acceptable to me. Perhaps most people don’t mind but I do not want multiple calls and emails unless I’ve requested contact. I’ve upped to 2 stars on basis of the apology.

Update 7/7 - thankyou for passing on my feedback to senior management.

We contacted Neville Johnson for a brochure but before it arrived they had hounded us with emails and phone calls. When we've asked them for some breathing space they have been borderline rude accusing us of lying about the number of calls we received. This has persisted on an almost daily basis. Im sorry but when I get the hard sell daily I just know im about to be ripped off and therefore I've walked away without even opening the brochure.

After a couple of glitches from the main office, our staircase was designed and fitted.
It is stunning. Lee Boswell our fitter was with us for 4 days and so professional, his work is exceptional, plus he left each day, leaving our home spotless. He was a real pleasure to have around.
So happy with the finished staircase.

Very happy with the finished staircase and the quality of workmanship deserves praise. The surveyor, fitters and polisher were all professional, skilled and a credit to the company.

Unfortunately, the customer experience didn't match the quality of the product. The sales process felt unnecessarily high-pressure, with repeated emphasis on discounts expiring and a very short window to make a significant financial decision (we got the quote on a Saturday, and were informed we needed to sign by Sunday!).

Communication and aftercare were also disappointing. We had to chase updates ourselves on several occasions, including when the polisher failed to arrive as scheduled due to an apparent mix-up. No one contacted us beforehand, and we only found out after calling to ask where they were. Once the work was finally completed, there was no follow-up call or email to check that everything was satisfactory.

The stairs we had fitted were split in to two slots (the fitting and the polisher). We had to wait over a month for the polisher to be available! We were also confused when payment was taken after the first stage (given the job wasn't finished). When chasing, the person we emailed was very dismissive and told us it's just how they do it.

In the end, the staircase looks fantastic and we're pleased with the result, but the journey to get there was marred by very poor customer service.

I can not praise the service received enough, from start to finish the communication was great, keeping me updated as to where the process was, Nothing was too much trouble during the fitting, additional issues were found on install due to the age of my stairs, but Lee B, went above and beyond to ensure the stairs were refurbished to an extremely high standard and ensuring they were safe going forwards. Lee was very professional at all times, ensuring I was updated on any decisions that had to be made, keeping the work area clean and ensuring that I was pleased with the work upon completion. Top rated service, very very pleased, would highly recommend Lee and Neville Johnson :-)

I purchased a property one month ago, and noticed that one of the recently installed, (13.12.24 by previous owners), bedroom fitted units had mirror silver degradation along two edges. I contacted Neville Johnson to ask about warranty, but I was brusquely informed by customer service that the warranty is not transferable, so go away!! The invoice for the fitted furniture was in excess of £9000.00 and so I AM NOT IMPRESSED BY THIS COMPANY'S ETHICS. I personally cannot recommend this company based upon my experience.

From start to finish we had exemplary service from Neville Johnson. Alastair who came initially was very helpful and patient while I made decisions about the shape and colour of the wood and metal. Lee Boswell, who worked so hard, when he came to fit the staircase. His workmanship has given us a perfect finish. Best mitre corner I have ever seen. He had to cut every angle of the oak wood. Absolutely delighted with the quality.

Neville Johnson gave a professional and courteous service from our first expressing interest in having a new staircase. The designer's first visit was an unhurried and most helpful opportunity to select exactly the shape, construction, wood and colour which we had in mind.
From then on we were kept regularly informed of the progress. We were sent a large detailed final assembly drawing The draughtsman who took all the initial measurments attended meticulously for a whole day, his precision resulting in a staircase which finally fitted into place perfectly! The father and son team, who finally installed the staircase, worked diligently with little disruption and virtually no mess at all.
The finished oak staircase is beautifully made, in exactly the shade and design chosen at our first visit.
All comunication has been most courteous and informative, ensuring we felt confident in our choosing of NevilleJohnson to enhance the value of our property.

From the point of enquiry, the whole process was really simple and straight forward. The installation took less than 2 days and the quality of work was impressive, the installer was polite and friendly and left the area spotless when finished. Would highly recommend Neville Johnson.

Direct contact with the sales person, surveyor and installer was superb, all of whom worked to a very good standard no complaints and very pleased with the outcome at budgeted cost. I would recommend to others.

The service from start to finish was outstanding. Roland was excellent with consistent communication throughout. He explained all the different options with patients and professionalism, and nothing was ever too much trouble. The final product looks fantastic. We are delighted and would not hesitate to recommend Neville Johnson to others.

Everything worked well. Roland’s design looks splendid and the installer worked hard for two days to get it all in place