neptuneblanket.com.au Avis 55

I too, as other customers have been ignored. I recieved a damaged mat, I emailed them the pictures with proof of purchase. I was asked to cut the mat and send pictures proving it. I did exactly that. I have now emailed them numerous times including making contact through their social media accounts. I have even emailed Neptune blankets yet once gain had no contact. So here I am now with a baby and a cut up mat. Still no contact and nearly £200 out of pocket. I wish I just kept the mat in its damaged form rather than cut it out to at least be able to make some use out of it. Please can anyone in my situation let me know if you ever managed to get a response? I’m going to be seeking legal advice as it’s the foulest way to treat customers.

False advertising with inaccurate colour (ordered beige, got brown). Company response - natural variations in colour occur 🙄. Mat is dangerous and slippery, falls hazard

I purchased a Mellow Mat from @NeptuneBlankets, and I’m really disappointed with its durability. After less than two years of minimal use, the material is peeling off the foam, making it look worn out and cheap.

For the price, I expected much better quality. Unfortunately, this product doesn’t seem built to last, so if you’re looking for a durable, high-quality mat, I’d recommend looking elsewhere (such as zenli)

Hoping @NeptuneBlankets takes this feedback seriously and improves their product quality. Until then they’ve lost myself and family as a customer

#NeptuneBlankets #MellowMat #NotWorthIt #CustomerReview

2x4m mellow mat for our loungeroom. Initial response was 5 star with it being incredibly soft, so much so I slept on it the first night. Within a week I noticed little pulls on it, asked manufacturer if this was normal, response - no, only seen it once before with customers vacuum being too strong and having a metal floortool that was damaging the mat, just cut them off. Sent them a pic of our plastic floortool from our old cordless vac that definitely can't be considered strong,nope that's not it. Second response - velcro shoes. Answered honestly that yes grandkids have velcro on their shoes but I find it hard to believe that a mat that is sold to be played on can be damaged like this with 5-10 minutes of 2 year old playing. Response - not covered under warranty as you damaged it. WTH. We damaged a MAT within a week because a 2 year old played on it for less than 10 minutes.
Note pictures are from today. No velcro has been near this mat since I cut the last lot off. Add to my list of things to do- regularly trim the mat.
I call BS neptune. Was going to purchase one for a family member, not now!

Absolutely absurd customer service. Faulty product. Do not recommend this company at all. Do some quick research and you'll see the REAL reviews of this company; don't base your purchase off their website or manipulated 'reviews'.
Head over to product review where you can see a screen shot of an email I received from their team member, when my refund was processed.

Ordered 2 of the large rugs, opened 1 and felt that was more than enough, the second box was unopened. I have returned it for a refund however they have rejected the parcel from looking at the tracking information. I have looked on the website for the returns policy and it states you cant return for change of mind?... what company does this? for over £300 worth and this is how you treat the customer who has returned an UNOPENED BOX WITH ORIGINAL CONTENT. absolutely furious

Worst products and even worse returns policy. We spent over $200 on two new memory foam pillows, which were basically little strip's of memory foam squashed into a sack. They were so incredibly uncomfortable to sleep on, that mt partner and I didn't even last an hour. They're lumpy and way too firm. So when I tried to return them for a store credit (as per their policy) they said they couldn't accept because they'd been used.
So it's impossible to try anything from this store without being used.
Do not buy from this company.
Will be reporting.

Fell apart in under a month and was refused a refund despite returning the item!

We were very sceptical about our purchase after reading all the negative reviews, but so glad we took a risk. We emailed the company to check to see when we could expect the order to be delivered, and they replied to us within 24 hours, and the date they gave us was pretty much spot on. We had to wait around 4/5 weeks from the date of ordering to it being delivered, but it was well worth the wait.
The mellow mat is so soft and looks great in our living room. The kids and dog love it.
It cleans really well, the dog got muddy paw prints on it, but they just cleaned straight off no problem.
Visitors to our house all comment on how nice the rug is, and how soft it is. We definitely wouldn’t hesitate to order another one.

Disgusting company.
Preordered a rug at the end of October then get told this morning (March 20th) that they’ve arrived at the U.K. warehouse but my size is now out of stock!
I had to chase them every step of the way as they don’t know what communication is or customer service by the look of it.
Terrible company.

Do not buy from this company. As soon as you want a return they ignore you. Didn't acknowledge my request to cancel my order until after it was dispatched then said it was up to me to return it. Awful customer service.

I’m so disappointed that there has been no contact from anyone regarding this. You ask me to cut the mat in half and send you pictures which I did however no response. You know I have a baby who we had brought this mat for. It’s terrible that you have left a customer like this.
We have spent just under £200 on this mat and did not think this was the way we were going to be treated.

It takes a few minutes to acknowledge my emails and to reply.

If I have not heard anything by today then I will be taking this further.
Totally unacceptable

If only I could give a minus review for this terrible product and horrendous customer service!
My mat did not last 6 months and started to pull away from the foam. It also piled and the stitching around the edge broke away.
I contacted customer service and they requested I cut the rug in half and send photos and then they would send a replacement. I did so and now the company won't return my emails and I doubt I will get a response.
Don't waste your money! Complete scam

Ordered online in November in time for christmas for my son and now January and STIILL no response or mat. No response to emails and been blocked from their page. DO NOT USE THIS COMPANY!!

Will be contacting consumer affairs as a previous poster said. I WISH I SAW THESE REVIEWS BEFORE ORDERING!

Absolutely loved the feel and look of my mellow mat and it’s perfect for my 6 month old grandson. Have had for 3 months. But… I just can’t keep it clean 😭. I’ve used a Bissell carpet cleaner and also spent hours scrubbing but it never lasts - I could clean weekly but I haven’t got time for that! So regretfully replacing with a machine washable rug.

They emailed me back within 24 hours of me contacting them and resolved my query straight away with fantastic customer care. The compression sheet arrived much quicker than expected and my son just loves it. Very happy and would recommend.

I purchased this mat in the UK on The Mellow Mat website [which I understand is part of Neptune Blanket as all my customer service emails have been from Neptune Blanket] on 23/11/23 and it was advertised as being dispatched on 30/11/23. On 29/11/23 I asked for an update on when it would be delivered and was told it was "due to arrive at our UK warehouse on 30/11/2023. Once it arrives it will take a day or two to unload and dispatch." On 6/12/23 I still hadn't received the mat so I emailed them for an update and received a very delayed response on 11/12/23 saying that "It looks like as of today it is being prepared for dispatch from our Warehouse." and they provided tracking info. There was no apology for the fact that the delivery was being dispatched 11 days later than advertised at point of purchase, or for the fact that I hadn't been informed of the delay, which is terrible customer service.

I finally received the mat on 14/12/23. It was delivered unprofessionally in a weak box which had some rips in it and the mat had 2 black stains on it, which would have been very noticable to anyone doing quality control. Evidently there is no such thing as quality control for the Mellow Mat. I emailed Mellow Mat on 15/12/23 asking for a replacement and for someone to pick up the old mat as there is no way I can vacuum pack it back up and fit it in its original packaging, nor would I want to run the risk of the mat being damaged further by putting it in a flimsy and ripped box. I still hadn't received a response on 18/12/23 (a second instance of slow customer service), so I sent a chaser email. It is now 19/12/23 and I still haven't received a response.

The combination of a late delivery without any communication of this fact, a damaged product that was delivered in flimsy packaging (which shows no quality control), slow customer service on 2 occasions and still no response on this issue means that I would NOT RECOMMEND anyone buying a Mellow Mat. They have failed in all respects and parents with babies should not have to deal with this unnecessary hassle and stress - they are better off buying a mat from a professional supplier which delivers quality products on time and provides good customer service. We have now raised this issue with AMEX as we have paid for a mat which we can't use due to Mellow Mat still not having resolved our issue, in spite of us emailing them twice.

Take money and don’t send order timely at all.

No customer service can assist with your concerns.

Wouldn’t recommend dealing with them.

There is no customer service at all! Tried calling them all day (Over 200 calls) with no answer.
Shipping time is quoted as 1 - 3 days, but my delivery is taking over a week.
DO NOT USE THIS COMPANY!!!
They are a scam.
Local SYD number, but their emails come from overseas.
When I contacted them via email they wrote back exactly what I wrote to them, and then stopped replying.
Terrible company!

We purchased a mat and are content with it. It's comfortable for our little one to play on and easy to clean. However we went back to purchase an underlay (as we often end up napping next to our toddler's bed!) and the experience was really disappointing.
Admittedly, I purchased the incorrect shape of underlay. There was a picture of the pebble-shaped rug when I picked my dimensions, so i assumed that was the item I was getting. I received a square underlay. On contacting customer service they informed me they don't make pebble underlays, and that I could only exchange the item if it was in its original packaging (I only found out it wasn't round by opening the box!). An expensive mistake, and poor customer service and salesmanship.