HAPPYNEON Avis 24

Réponse de HAPPYNEON

11 mars 2026

Hi David,

We’re very sorry to hear about your frustration and appreciate you bringing this to our attention.

However, we would like to clarify that your order has not gone missing. As stated on our website, all of our neon signs are 100% handmade, and production normally takes around two to three weeks. The tracking number you received was pre-created during production, which is why it may not have shown updates initially.

The courier has now received the parcel, and it is currently on its way, with delivery expected in the coming days.

We also noticed that a member of our after-sales team has already replied to your email to provide further clarification and assistance. We always aim to respond to customer enquiries within 24 business hours.

We completely understand your concern and are always happy to help resolve any issues directly. Please feel free to contact us again if you would like the latest tracking update or any further assistance.

Best Regards,
HAPPYNEON Team

Réponse de HAPPYNEON

19 déc. 2025

Hi Dan-Martin,

Thank you for your feedback. I’ve reviewed the communication you had with my colleague, and as he explained, glass neon signs are indeed more delicate than LED neon. As they are made from real glass, their nature makes them more sensitive to factors such as voltage stability, usage patterns, and the surrounding environment.

That said, it is genuinely very uncommon for two glass neon signs to fail in this way at the same time. HAPPYNEON has been manufacturing neon signs for nearly 17 years, and some of the very first signs we produced for customers are still in use today — in certain cases, customers have only needed to replace the transformer over time.

At the moment, we have only received one email from you, and we would really appreciate it if you could share a few more details about the setup and usage of the signs. Even though your signs are outside of the warranty period, please rest assured that we will still do our best to help find a solution for you.

We’re very grateful that you’ve taken the time to share this experience. Feedback like yours is extremely valuable to us, as it helps us improve how we communicate product lifespan expectations and continue to enhance both our products and customer support.

Kind regards,
HAPPYNEON x

Réponse de HAPPYNEON

24 avr. 2025

Hi Akhil,

We're very sorry to hear you were disappointed with your order, and we genuinely appreciate the opportunity to respond.

After reviewing our records, we were able to locate your order. Although you selected a Rush Order, the package was delivered 18 days later, for which we sincerely apologise. The delay occurred due to a post-holiday peak in orders, and your particular design included UV-printed details, which require additional production time. All of our signs are handcrafted, and while we strive to meet every deadline, we unfortunately fell short in this instance.

Regarding the screws, we’d like to clarify that for smaller neon signs, we usually provide smaller screws as they are generally sufficient and more discreet once mounted. For larger signs, we include standoff bolts. That said, if you had specified your requirements after placing the order, we would of course have included more suitable fittings.

In terms of the plug, we’re sorry again that a UK plug wasn’t automatically included. I can see our colleague Judy responded with a proposed solution, but we’ve yet to receive a reply from you.

We value your feedback and would very much welcome the chance to resolve this properly. Please don’t hesitate to get in touch again.

Kind regards,
Emma
Customer Care Team

Réponse de HAPPYNEON

24 avr. 2025

Hi Polly,

We’re sorry you feel this way, but we would like to respectfully clarify the situation based on our records.

You reached out to us on December 6th, 2024 at 11:19, inquiring about your order. Our team member Charlotte responded within minutes—at 12:23 the same day—confirming that your order had already been shipped via FedEx (tracking number: 770548827594). Despite our timely response, you initiated a chargeback without further communication.

On December 11th, our team member Judy followed up via email regarding the chargeback, but again received no reply. We also contacted you through WhatsApp, and you eventually responded on December 12th, alleging we had ignored your emails—even though your reply clearly shows our emails were received at your pollyboardman@hotmail.com address.

Your sign was successfully delivered on December 13th, and we also sent you a delivery confirmation email. FedEx has provided us with proof of delivery.

While we always prefer to resolve any misunderstanding with kindness and professionalism, it's disappointing to see that despite receiving your product and our multiple efforts to communicate, you still proceeded with a public accusation and a chargeback.

We’ve been crafting custom neon signs for over 16 years, and we take immense pride in our work and our customer service. Your chargeback unfortunately resulted in you receiving a handcrafted neon sign for free, which not only disrespects the time and effort of our team but also undermines fair business practices. If this sign was a gift for a child, we sincerely hope it brings joy—but we also hope it doesn’t set the wrong example about honesty and fairness.

Finally, we noticed that all six of your Trustpilot reviews are 1-star. While every customer is entitled to share their opinion, we hope future businesses are given a fairer chance to support and resolve any issues that arise.

We remain available if you’d like to resolve this transparently.

Sincerely,
Emma
Customer Care Team

Réponse de HAPPYNEON

24 avr. 2025

We’re really sorry to hear your sign arrived damaged—that’s absolutely not the experience we want any of our customers to have.

To clarify, we do have a production facility in Korea, and while we take great care in packaging, rough handling during transit can unfortunately cause damage. That said, we take full responsibility for any item that arrives broken or not working.

If your emails didn’t get a response, we sincerely apologize—sometimes messages may land in spam or be missed by mistake. We absolutely do not ignore refund or repair requests. Please feel free to resend your message, or tag us on Instagram at @happyneon2u with screenshots or details. We will investigate this publicly and transparently and make sure your case is resolved.

Réponse de HAPPYNEON

24 avr. 2025

Unfortunately, we weren’t able to locate any order under your name, which makes it difficult for us to investigate or assist further. That said, we want to clarify something important: all of our neon signs are covered by a 12-month warranty. We never tell customers that a product is out of warranty at just 6 months—we take these matters seriously and always aim to help when an issue falls within our warranty window.

If you can provide your order number or the email address used at checkout, we’d be more than happy to look into your case right away and see what we can do to fix the situation.