NeoTimber Reviews 

I am extremely disappointed with the way NeoTimber has handled my warranty claim relating to order 49733.

I purchased a large quantity of NeoTimber decking in 2023. One of the boards subsequently split, despite the decking having been installed in accordance with the installation requirements. I contacted NeoTimber on 6 September 2025 and requested a replacement board under warranty.

NeoTimber then requested detailed information and photographs so that its Product Team could investigate the issue. I provided the information requested, including the joist spacing, clips used, installation details, drainage slope, what was kept on the decking and confirmation that only one board was affected.

I was subsequently asked for further photographs, which I supplied. NeoTimber specifically stated that, because it offers a 25-year warranty, it needed to thoroughly investigate the issue and report back to its manufacturing team.

On 7 November, I was told that the matter was with the Product Team for review and that I would be contacted once they had responded.

By 5 January 2026, I had still received no resolution. At that point, I had been pursuing this warranty claim for approximately four months, had supplied the information and photographs requested, and had received little more than assurances that the matter would be dealt with.

What I find particularly frustrating is that I am not asking for anything unreasonable — I am simply asking NeoTimber to assess the warranty claim and provide a clear decision and, if the claim is accepted, the one replacement board.

I have tried repeatedly to resolve this directly with the company, but the lack of progress has left me with no option but to raise my experience publicly.
Four months chasing a warranty claim with no resolution
NeoTimber – please respond to this review and, more importantly, please have someone senior take ownership of warranty claim 49733 and finally provide a substantive resolution.

I would be very happy to update this review if the matter is resolved satisfactorily.

The product was perfect - very well designed and easy to install. Delivery was prompt, and the items arrived well packaged

David help me upload and checked everything was there. Very nice and helpful

Nice easy simple website to use and great quality products

Good value, durable decking with prompt delivery.

Great service and product, but was a little disappointed in the corner trim , a bit bowed. Never noticed when I picked it up

We received a few damaged panels and they were collected and replaced.
The delivery driver Andrejs was more than helpful, checking over the new panels and making sure he delivered them to where we wanted them.

David our delivery driver was a very polite helpful man.

Excellent service from Andrejs yesterday - polite and helpful - as customer service team have been throughout.

I was impressed with the product and the ease of cutting and drilling. It was very quick to install and looks great. It would be helpful to be cautioned regarding the over tightening of fixing screws in the tongues as they’re very easy to damage. I was disappointed to find the ends of three planks to be damaged. These were in three different packs. I don’t mean to “teach my grandmother to suck eggs” but I would have thought that a corrugated cardboard cap at the ends of each pack before shrink wrapping would reduce the risk of damage.

Andrejs was prompt, polite, respectful and helpful when he delivered our decking.

I was kept informed about the delivery from the driver Andrejes who was polite and carried my delivery down the drive and behind the gate. Excellent service from an excellent delivery driver 👍

Good quality cladding. This is the second time we have bought NeoTimber and cannot recommend the product enough. Great customer service, easy to order. The delivery driver Andress was helpful and polite. Would definitely recommend.

Easy and quick communication when had an issue with my payment. Andrejs the delivery driver was friendly and gave me plenty of heads up for when he was arriving, and helped me unload it all to where I wanted it to be.

My first purchase from NeoTimber...Excellent product delivered on time ...the driver John was very
polite and helpful and even gave us a call 30mins before arrival to let us know what time he would be with us.....Excellent service all round and would 100% recommend..

fast efficient & a quality product, fixing kit is wonderfull

Andrejs delivered our replacemenr boards after we incorrectly ordered the type we wanted, he took away the ones we wanted to return and delivered the new ones without an issue.
Andrejs was quick, friendly and professional

AndreJS was a really friendly helpful caring driver that was extremely considerate and careful with thr timber

Very polite delivery driver, checked everything was as ordered

Excellent Service. The delivery by John was very professional.