I have bought a couple of times from this company. The first time there were no issues but the second order went missing in transit. Customer care resolved the issue quite quickly and I received the r... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Having recieved excellent customer service in the Leeds store I purchased the discovery pen set. Unfortunately when I opened if two weeks later the set contained two sleep pens instead of an energy pe... See more
Company replied
I recently opened a new tube of the Neom Hand balm in the mint and lavender scent. After using it several times, I was unhappy with the quality of of the product as there was a strange smell and I f... See more
Company replied
We have been buying from Neom for some years now. A recent order that had been sent out had to be looked into due to issues with the delivery company. Customer Services could not have been more help... See more
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4.4
Excellent
8K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 1 week
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See how their reviews and ratings are sourced, scored, and moderated.
Great customer service
I’ve been a big fan of the brand for years - my house is scented with the wonderful “Happiness”! I recently bought a reed diffuser and, upon opening it, discovered the glass receptacle was broken. I contacted Neom and the team were fab - within a day or two I had received a replacement, no fuss. I shall continue to be a happy customer!
July 15, 2026
Unprompted review
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Underwhelmed
The Neom real luxury lavender and jasmine room spray is very unremarkable for £28. The fragrance disappears almost immediately and I was expecting more for the price tag.
Thanks for the prompt response. Much appreciated. I did order the spray from your authorised web site, so maybe I will look into this
I have had several of your candles and the fragrances have always lasted. Hence this prompted me to write this review.
June 17, 2026
Unprompted review
Reply from NEOM Wellbeing
Hello Amanda,
Thank you for sharing your honest feedback. We're sorry to hear the Real Luxury Lavender & Jasmine room spray didn't meet your expectations.
Our fragrances are made using a natural blend rather than synthetic alternatives, which may sometimes affect how long a scent lingers compared to synthetic sprays.
We haven't had similar feedback from other customers, so if you feel your product may be faulty, we'd encourage you to get in touch with our Customer Care team via email info@neomwellbeing.com who would be happy to look into this for you.
Thank you again for your feedback.
Warm Regards,
Katie
Superb customer service after I made an…
Superb customer service after I made an error in my order. They were beyond helpful.
July 4, 2026
Unprompted review
Speedy service from NEOM Customer Care arranged…
Lauren from NEOM Customer Care arranged for a new plug/cable to be posted out to me. I received it yesterday via Royal Mail. So glad to get it as I have really missed having my NEOM diffuser. Thanks again.
July 17, 2026
Unprompted review
Reply from NEOM Wellbeing
Hello,
Thank you so much for this lovely review! We're really glad our team could help sort things out for you quickly after the order mix-up - that's exactly the kind of support we aim to offer. Thanks for taking the time to share this!
Warm Regards,
Katie
Love this company
Love this company, they are amazingly helpful and there products are the absolute best, I’m addicted 🩷
July 18, 2026
Unprompted review
Reply from NEOM Wellbeing
Hello Karen,
Thank you so much for this - we love hearing this!
We're so glad you're enjoying our products (being "addicted" 🩷 might just be the best compliment we could ask for), and thrilled our team could be helpful along the way too.
Thanks so much for your support!
Kind Regards,
Katie
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Quick to resolve
The team did everything they could to find a solution to my issue, great communication and overall a really positive experience.
July 16, 2026
Unprompted review
Reply from NEOM Wellbeing
Hello Imogen,
Thank you so much for this great feedback!
We're really pleased our team could find a solution for you and that the communication along the way felt right too - that's exactly what we aim for. Thanks for taking the time to share your experience!
Warm Regards,
Katie
Items inside Arrived damaged
My parcel arrived and the candles were melted all over the box and smashed up. Absolutely not what I expected from such a lovely company. Will not be returning.
July 10, 2026
Unprompted review
Reply from NEOM Wellbeing
Hello,
We're so sorry to hear this - that's absolutely not the experience we want you to have, and melted, damaged candles arriving like that is completely understandable to be upset about.
This isn't the standard we hold ourselves to, and we'd really like to put this right for you. Could you please email us at @info@neomwellbeing.com with your order number so we can arrange a replacement straight away if we haven't done so already?
We hope you'll give us the chance to change your mind.
Kind Regards,
Katie
I visited the Leeds store looking for a…
I visited the Leeds store looking for a gift. I was unsure what to buy but Sophie was excellent in making sure I bought a beautiful gift for my sister in law. Her knowledge and friendly professional service made me very relaxed. She even gave me a lovely hand/arm massage. All in all a lovely shopping experience.
July 9, 2026
Unprompted review
Reply from NEOM Wellbeing
Hello Jayne,
Thank you so much for this lovely review! We're delighted Sophie could help you find the perfect gift for your sister-in-law - her product knowledge and warmth really shine through in moments like this, and the hand/arm massage sounds like the perfect finishing touch to the visit.
We'll make sure Sophie sees this, she'll be thrilled! Thank you for choosing our Leeds store, and we hope your sister-in-law loves her gift.
Warm Regards,
Katie
Great products and fantastic customer…
Great products and fantastic customer service . Highly recommend
July 10, 2026
Unprompted review
Reply from NEOM Wellbeing
Hello Amanda,
Thank you so much for this great feedback! We're really pleased you're enjoying our products and that the customer service experience matched up too. Thanks so much for the recommendation!
Kind Regards,
Katie
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Having recieved excellent customer…
Having recieved excellent customer service in the Leeds store I purchased the discovery pen set. Unfortunately when I opened if two weeks later the set contained two sleep pens instead of an energy pen. Contacted customer services (on a Saturday) and within 30 mins had a reply. Having explained the situation an energy pen was dispatched the same day and received 2 days later. Thank you!
June 23, 2026
Unprompted review
Reply from NEOM Wellbeing
Hello,
Thank you for this lovely review! We're so glad the team in our Leeds store gave you a great start with your Discovery Pen Set, and we're sorry to hear it arrived with a mix-up in the pens. That said, we're really pleased our customer care team got back to you so quickly, even on a Saturday, and had the correct Energy Pen out to you the same day.
Thank you for your patience, and we hope you're enjoying the full set now!
Kind Regards,
Katie
I expected much better from a premium…
I expected much better from a premium brand.
My NEOM Wellbeing Pod, which cost around £140, developed a crack in the water reservoir, making the entire unit unusable. I contacted customer services hoping to purchase a replacement part or have the product repaired.
I was told that replacement reservoirs are not available and, because the warranty had expired, the only solution offered was a 20% discount towards buying a brand-new unit.
I find it very disappointing that a premium product becomes unusable because a single component fails, with no repair or replacement parts available. From both a sustainability and customer service perspective, I expected much more from a luxury brand.
Customer service was polite, but the outcome was extremely disappointing, and I don't feel the goodwill offered reflected the cost of the product or the nature of the issue.
I think this is stronger than an angry review because it's factual and allows readers to reach their own conclusion. It criticises the lack of repairability and the resolution offered, rather than exaggerating or making accusations. That also makes it more difficult for the company to challenge or dismiss the review.
July 7, 2026
Unprompted review
Reply from NEOM Wellbeing
Hello Daniel,
Thank you for taking the time to share your feedback and we're sorry to hear about your disappointment with your Wellbeing Pod.
As your Pod is 5 years old, it is well outside of our 12-month warranty period. Therefore we're unable to offer a free replacement or repair.
However, the team did kindly offer a discount code towards a new unit as a gesture of goodwill.
We appreciate your comments regarding repairability and sustainability, and we're always looking at ways to improve.
Thank you again for your feedback and apologies for any disappointment caused.
Kind Regards,
Katie
Fantastic Customer Service
I recently had a problem with a NEOM diffuser. The Customer Care team were prompt, responsive and resolved my issue quickly. I could not ask for a better service.
June 25, 2026
Unprompted review
Responsive communication
Flo was very helpful and polite and the team were very responsive to my emails
July 6, 2026
Unprompted review
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I love Neom pillow spray
I love Neom pillow spray, it really works and now great tht it comes in !00ml, I am never without this product love it.
July 1, 2026
Unprompted review
Great service from Neom
Great service from Neom after my delivery went astray. Lauren responded the same day as my query was raised, sent a re-order the same day and I was delighted to receive my full order a few days later. The Neom products are excellent and add a touch of luxury to your home.
June 22, 2026
Unprompted review
One of the best companies I have dealt…
One of the best companies I have dealt with in recent times. My Wellbeing Pod stopped working so I contacted NEOM customer services via email, not expecting a response as is the way with many UK companies these days. Within 5 minutes I had received a reply from Leah who told me to send a video of the faulty Pod, which I did. The Pod was not under warranty so I didn’t hold out much hope but shortly afterwards, Leah sent another text informing me she had identified the problem; a new part was on its way! Superb customer service and a huge boost to my wellbeing! Thank you Leah! Thank you NEOM!
July 3, 2026
Unprompted review
Reply from NEOM Wellbeing
Hello,
Thank you so much for this fantastic review! We're delighted Leah could get to the bottom of the issue with your Wellbeing Pod so quickly, and even more pleased she was able to sort a replacement part despite it being outside warranty - that's exactly the kind of extra care we love to see from our team.
We'll be sure Leah sees this, she'll be so pleased!
Thank you for your patience, and we're so glad your Pod (and your wellbeing!) are back on track.
Kind Regards,
Katie
The Customer Service Team is the best!
The Customer Service Team is the best!
I have shopped with Neom for many years and have been impressed by how the whole team try and resolve a problem efficiently, on a timely basis and above all with compassion. They are all so friendly and helpful and deserve to be applauded for 'going the extra mile'!
Well done Team x JK
June 29, 2026
Unprompted review
Reply from NEOM Wellbeing
Hello J & P,
Thank you so much for this review - we always love hearing from you, and reviews like this genuinely make our day!
Knowing you've shopped with us for so many years and still feel the team goes the extra mile every single time means the world, and i'll be sharing this with the whole Customer Service Team so they can see it for themselves - they'll be so touched.
I also hope you enjoyed the little treat we sent your way recently, just a small thank you for being such a wonderful, loyal part of the NEOM family.
Thank you for your continued support - it truly doesn't go unnoticed.
Kind Regards,
Katie, Georgia, Flo, Leah & Lauren (The NEOM Girls)
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Customer service is second to none
Customer service is second to none. No quibble response.
Outstanding products
June 15, 2026
Unprompted review
Reply from NEOM Wellbeing
Hello Diane,
Thank you so much for this fantastic review! We're really glad our customer service and products both hit the mark for you - "second to none" means a lot to hear.
Thanks for taking the time to share this!
Kind Regards,
Katie
Great customer team and good…
Great customer team and good communication with me. I would highly recommend all diffuser scents and candles.
June 21, 2026
Unprompted review
Reply from NEOM Wellbeing
Hello Haelan,
Thank you so much for the kind words and for recommending our diffusers and candles!
We're really glad the communication with our customer team hit the mark for you. Thanks for taking the time to leave this review.
Warm Regards,
Katie
Great pillow spray, even better customer service!
I ordered a pillow spray for my niece as it was her birthday and I had really enjoyed the spray when I purchased it. Unfortunately there was an issue with Evri and they did not deliver my order but Lauren was exceptional and reassured me that she would get it sorted, she not only got it redelivered for me but also got it here before my niece’s birthday! She is a credit to the team!
June 18, 2026
Unprompted review
Reply from NEOM Wellbeing
Hello,
Thank you so much for this wonderful review! We're so sorry to hear about the issue with Evri, but thrilled that Lauren was able to turn things around and get it to you in time for your niece's birthday too! That's exactly the kind of above-and-beyond care we love to hear about.
Thank you for your patience, and we hope your niece loved the pillow spray as much as you do!
Warm Regards,
Katie
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