Neville Johnson Reviews 

5 stars for the end staircase and skilled professionals, 2 stars for a poor process and unnecessarily poor communication which took the shine off the joy of an expensive purchase.

It all started well. The designer was great, listened to what I wanted and showed me an image that fitted and recommended the right finish to suit our current decor. The fitting was booked in (although I had to chase), the surveyor came out who was also very professional. We had carpet fitters round to remove the carpet then 2 days before fitting was due had a call to say they had to change the installation date as it hadn’t been painted! So I had to move the carpet fitting and we had a bare staircase for 10 days.

The installation was booked for 2 days but was done in half a day (surely their planning system could work this out?!), was pretty smooth and the fitter did a good job bar spilling glue on the handrail and on my coats and floor where no worksheet had been laid and damaging part of the ceiling that we were told we needed to fix as decoration.

However, I noticed that the handrail wasn’t fully stained and that most of the sides were a lighter colour. I asked the fitter if the polisher (you get a polisher after to fill in holes) would sort out the stain. He wasn’t sure so after he’d gone I immediately rang customer services. The guy I spoke to was very helpful and I sent him photos and he said he’d logged them onto the system and informed the Installation Manager. Then he contacted me again to say the polisher would sort out the staining issue. Fine.

The date booked in for the polisher was a month after the installation!! So you get a new staircase but it’s not finished until a month after! I said I wasn’t happy to wait to get the issues fixed and they changed the date to 2 weeks after.

When the polisher came out he knew nothing of the issues! He thought he was just there to fill in the holes. He asked if we’d been given a pot of the stain he could use. We hadn’t but should have been apparently. Luckily he had a pot of the right colour with him but it recently changed names.

The polisher did an excellent job and the staircase now looks great. He said he used to come out at installation but now it gets booked in after and herein is where Neville Johnson’s “luxury” portrayal of themselves lets them down. It’s not acceptable to wait several weeks to finish the staircase. When a customer has logged an issue make sure the person who can fix it knows about it!! And maybe do a quality check before it’s installed to make sure it’s stained correctly!

From the quote to the installation and aftercare, they were professional, did what they said they would and turned up on time.

Very happy with the quality and fitting of product although quite pricey suited our needs at the time.

Only slight criticism is that there was finishing works due to removal of old banister, which we were made aware would not be made good by fitters However this adds extra cost as we aren't able to correct on own and had to get professional in, which all adds to the overall cost.

The installation of our Neville Johnson stairs was delayed by a day due to an over-run with the prior client. The delay was understandable but the parts were delivered on time and the installer turned up at 8:00 on day 2 of our scheduled install. Remarkably he managed to complete the stairs in one day. He did an excellent job and the stairs look brilliant. We’re very happy with the quality and appearance of our new stairs and the professionalism of the installer.

We had a custom bookcase built for our home office, and couldn't be happier with the finished result. It's very well built, and looks great. The communication between the initial survey and the install could have been slightly better, I felt I had to chase at several points to get replies. Having said that it was in the run up to the end of the year, so I imagine everyone was rushing to get things done before Christmas. Overall I would definitely recommend them if you need a custom bit of furniture for your house.

From the initial enquiry to the competed renovation of our beautiful stair case first class service. Company always on hand to speak to. Nothing to much trouble for the whole team. Questions answered quickly and very informative. I would recommend the company to friends and family without hesitation. Thankyou Neville Johnson for giving us our dream staircase.

Everything went smoothly.
Everyone from the company was helpful. The furniture is superb.

Good, regular communication between placing the order and installation of the staircase renovation. Professional and friendly sales team, surveyor and installer. The end result is as stunning as in the brochure. Very pleased.

From the start the project was managed brilliantly. The designer was very careful to take account of what we needed from the new room layout and produced a solution that is first class.

the quality of the units is excellent and the fitter was fantastic leaving the room in a spotless condition, all debris and rubbish removed.

Aftercare has been good too - a couple of minor snagging points were dealt with promptly and without question.

Great service. No nonsense. The team managed the project brilliantly. Cleaned up after the installation and did a perfect job. The new staircase looks great.

Neville Johnson replaced our entire staircase which was in need of an update from the 1970s original. We are incredibly happy with the end result which looks as good as it does in their brochures. They have been an absolute pleasure to deal with from initial contact through sales, design, fitting and snagging (nothing major, just stuff that happens) and resolution of those snags. Everyone has been really nice to deal with and the 2 fitters we have seen were really nice and great craftsmen.

I would thoroughly recommend them to anyone looking to do something similar.

Our experience with Neville Johnson has been extremely disappointing. They market themselves as a premium provider with a price point to match but the service we received falls dramatically short. The only parts of the process that met expectations were the design stage and the survey, both of which were handled efficiently and professionally. Unfortunately, everything collapsed the moment installation began.

What was supposed to be a two-day installation has turned into a six-week (and counting) ordeal. The installation started on 15th October and, as of 4th December, remains incomplete.
From day one of the install, critical components were missing, items were manufactured incorrectly, and repeated remedial inspections exposed serious quality-control failures. Despite constant reassurances, we have faced cancelled visits, incorrect deliveries, further missing materials, and long stretches with no progress at all.

The disruption has been enormous. There has been constant dust and mess from onsite cutting even after I specifically asked for all cutting to be done downstairs, I still found the fitters upstairs using their electric saw at one point (for a minor adjustment). We have had to repeatedly move personal belongings in and out of the rooms because the work is never finished when promised. The ongoing delays have kept our home in a constant state of upheaval.

Fitters frequently arrived without the correct items and could do little more than highlight yet more missing parts. Damage caused by earlier installers only became obvious once the lighting was added later. We’ve had to chase for updates at every stage, often receiving unclear or contradictory information.
For a company claiming to offer a premium, stress-free service and charging accordingly the experience has been anything but premium. It has been slow, disorganised, messy and incredibly frustrating.

We still have an incomplete installation and no confidence in their ability to deliver what was promised. Based on our experience, I cannot recommend them and strongly advise others to think twice before committing.

Edited to add - all the fitters who have come to the house have been extremely polite, professional, friendly and hardworking. Their lack of progress has been more down to mismanagement at planning and operational stage rather than through any fault of their own.

The finished product is exquisite, the quality from start to finish is exceptional.
Lee Boswell fitted our staircase and he was a pleasure to have in our home. Very friendly and professional. Lee made sure to explain options thoroughly and gave his professional advice to what would look best.
Lee was here every morning on the dot and worked diligently all day.
We are super impressed by the quality.

We have NJ refitting our home office and doing some shelving in our bedroom. The planning and surveying processes were very good and professional. The fitting of the office furniture was great, and the fitter was very professional. However, the second day of fitting, when the bedroom work was to be done, the fitter could not proceed as the materials had been made up incorrectly and not in line with the surveyor's instructions. This was on October 22nd. The fitter said that we would be a priority as they had got things wrong and we would hear straight away. I waited a few days and heard nothing so called customer services and they knew nothing of the problem. A few days later they came back with a date of 19th November (not much of a priority then). Late on 18th November, after we had done all the furniture moving again and clearing, we had a call to say that they could not come the following day after all. No explanation, but I suspect they had realised that they had done the preparation of materials wrongly again. We had our decorator starting the following day and couldn't put him off as we'd put him off once already. NJ offered another delivery time while the decorator was here, but we could not have that as the decorator needed to finish. So they offered today, 1st December. So we moved furniture and cleared things again yesterday. This morning we had another call to say the fitter has phoned in sick and can't come. We are beyond annoyed and can barely describe just how much our expectations have not been exceeded, as they promise in all their publicity.

There seems to be a mixed bag of very good reviews and very bad reviews so I’m not going to say either way whether you should or shouldn’t used Neville Johnson to do your work so this is based on my experience. I live in a small terrace house on a public road and don’t have a lot of space in my back yard.
So knowing that did Neville Johnson sell me a dream stair case which possibly unknown to the salesman could not be fitted due to their own H&S and risk assessment policies or was it just ignorance on their understanding of the company’s H&S installation policy?
Did a surveyor for Neville Johnson measure for this dream stair case and come up with a design and sign off on that design possibly not knowing that the installation team would not be able to fit it due to their H&S and risk assessment policies?
Did the fitter from Neville Johnson who was pulled form another job because they had messed me about on that installation date know when he got there he was not going to fit this dream stair case due to their H&S company’s H&S and risk assessment policies?
All I know is I lost 2 days holiday preparing for this installation, I have no stair carpet as you are told to remove it before they start work and foolishly I removed some of the stair case I I thought it would speed up the installation so now I only have partial stairs and having to pick up the pieces of this utter shambles and stress this has caused to me and my family.
At the moment I haven’t decided if this is just incompetence and ignorance of their own SOPs,or are they just chasing the sale. Either way its doesn’t look very good so if you are going to use them make sure you ask those questions so you don’t end up in the situation that I find myself in currently and having to go through this process again!
They only got an extra star due to the quick refund which says everything.

Our designer (Sanya) really listened to what we were hoping to achieve and was happy to pick up on queries we had. We had a specific colour which was matched perfectly and wood finishes which had to tie in.
On the day of fitting our installer turned up on time and worked hard to deliver in a timely manner and kept everything clean from dust etc There was a hiccup on delivery but the NJ team ensured overnight delivery.
The install is perfect, better than we anticipated and very good quality.
We would 10/10 recommend this company !

The designer arrived enthusiastic and spent a considerable amount of time discussing ideas and taking measurements, promising a design and quote within a specific timeframe. After that, I heard absolutely nothing—no design, no quote, and not even a basic acknowledgement or update. This level of disregard for a customer’s time is completely unprofessional. If this is how they handle potential clients, I would strongly recommend avoiding this company altogether. I have since given another company my business. Neville Johnson have lost out on an order worth in excess of £10,000.

From my initial contact with the company to the end I have received excellent customer service
Design salesman very informative about the products available to us, no pushing of more expensive product listened to what we wanted and advised accordingly
Survey department who made sure everything would fit according to to our design and kept us updated with slight changes that need to be made to the design and that we were happy
The fitting I would like to give a massive thank you to Lee Boswell who was a polite professional and extremely tidy, he also went above and beyond one post was slight bowed when he went to fit, so he contacted the company and a new one was supplied the next morning, it did mean the job of fitting ran over the time they said it would take.i am glad he was such a perfectionist and did not just fit the bowed one, as it would have drove my husband mad every time he looked at it

If I could give this company ZERO stars I would. Do not recommend.

Lee Boswell was my staircase fitter. He arrived on time, was very friendly and extremely professional. The work was completed to a very high standard, and each evening he left my home clean and tidy.
I’m delighted with my new staircase and highly recommend Neville Johnson.

The lady who came to design a home office for me was extremely helpful and worked hard to include a particular feature which was important to me. She gave advice on colour, door style and how much cupboard space I would need for books, files etc.
The person who came to install the furniture worked extremely hard and did a really good job.