“I really wanted to give a 5 start review, but I'm afraid I can't. When you spend £9K on something, you don't have a lot of leeway to rate, it either gives you a lot of satisfaction - money well spent - or you are absolutely unsatisfied.
We had our staircase revamped and thought Neville Johnson will be something like Sharps - premium price, but paired with excellent quality, service and design. Well, not quite.
The first advice I would give everyone considering staircase redesign / rebuild: Unlike us, start your journey with researching and educating yourself on staircases, mostly around terminology. Learn in advance what's a spindle, a thread, a raiser, etc. to ensure you'll get what you are after.
Second advice: Have a decorator ready when the work is done. There will be a LOT of damage, think in terms of re-plastering walls, ceilings, then repainting.
Third advice: Know exactly what you want beforehand, don't expect the company / designer to give you any useful advice, suggestion or recommendation.
Final advice: Be there during fitting. It takes a day (or more), but be there, supervise and challenge the fitters. They won't talk to you, they won't ask you questions, they won't double-check with you.
Our experience was the following:
1. Designer - Came fairly quickly, usual sales pitch of pay the third of the price now so you get a discount. 0 designing, consulting, advising. Was expecting lots of samples and ideas, but was more just writing down what we want (roughly the same what we used to have, but wood instead of carpet, and some colour balancing out the white). Expected proper consulting, like looking around our 120 years old late Victorian house and getting recommendation of something that fits that - didn't happen. We wanted coloured threads (these are basically the steps on a stair) and white raisers (these are the vertical panels at the back of each step). The white raisers somehow got forgotten - and yes, our fault, didn't know the terminology, so didn't spot it on the work order (which we received much later). Was expecting a 3D / computer generated model / image to be able to imagine how it will look like and make an educated decision - what you get is a black-and-white blueprint much later (after you pay about 70% of the total price), with a list of various building elements with the colour names. If I did that in my work, talk to my customers in jargon like "oh, the issue is down to the query script expecting a string but it receives a JSON object instead" or said you have to design your portal for yourself I'm only here to note it down and build it, I'd get sacked.
2. Surveyor - The chap's job is to make exact measures of everything. No issues there really. However, I don't know what it took over 2 months for the surveyor to come. We have expressed several times at ALL stages of the process that we are having a baby in July, so timing is key. This was pretty much ignored throughout, after a complaint letter we've managed to get the fitting a bit earlier, but still later than hoped for, and also unnecessarily late, as for 2 months, nothing happened at all (no manufacturing, designing, scheduling). Our wall handrail is fit in a place that now we have no chance of putting a stair-gate at the bottom of the stairs - not entirely sure if the surveyor or the fitters weren't considerate enough - bear in mind, we already had a stair-gate in place, which they removed, so wasn't even something they just had to remember.
3. Fitting - We had to remove the carpet ourselves. It wasn't particularly difficult after watching some YouTube videos, but again, why? Don't have the experience, the tools or the muscles for it. The guys didn't ask anything, didn't cross-check, just followed their instructions. They were fast to be honest, but also left considerable damage. Was expecting some damage, but not to this extent. Also, the whole job around the actual steps is to put some wooden covers on the existing wooden base. I can only hope the original base won't start rotting underneath. Again, lack of experience from our side, but for this amount of money, was expecting a bit more structural work.
I'm pretty sure our new staircase would look smashing in any council home, and would maybe fit a modern house, but looks disgusting in ours. So now I'm researching what sort of paint would stick to the cheap and plastic looking steps and raisers to remediate the looks a bit until we save up enough money to redo the whole job.
On the positive note: The no-slip steps (sorry, threads...) are indeed no-slip, they have a much better traction than our carpet, the dog and the cat can easily use it.”
“From the first contact I had with Neville Johnson(NJ) I was impressed with the professionalism encountered, this was further endorsed by visits from Mr. John Hammond and later by Mr. Mark Allen the surveyor.
Mr.Allen’s report stated that I had to clear the area I needed replacing, this involved extra expense and delayed the installation for 3 weeks as I had to find a glazier and joiner.
The refurbished staircase was installed 17weeks after my first contact with NJ which considering 2020 was not a normal year for having home improvements,I do thank all Involved
I am delighted with the quality of the finished staircase and for this I give 5 stars, but I do feel that when you are purchasing a bespoke product that the firm involved who appear to employ a workforce with many levels of experience could complete the whole refurbishment without involving anyone else.”
“From first contacting Neville Johnson right through to completion we were kept fully informed about what was happening and what would happen next.
The survey was very comprehensive and completed again keeping us informed at every step.
When the day of install came the fitter turned up on time and worked tirelessly all day even setting up a gazebo outside so all cutting was done there and not in the house. He was sitting in his van ready to start work on the second day at 7:30 in the morning really keen to get on and give us an excellent job.
We are more than pleased with the work and standard of the materials really top quality.
Well done Neville Johnson.”
“Neville Johnson had been on our radar for many years through their magazine advertisements, so when we decided to invest in both a new staircase and new bookcase, they were the "go to company". Two completely separate teams worked with us from the first design phase and helped us select what we considered to be the best solutions for our living space. Sale Contracts are self-explanatory and supported by excellent technical drawings of the proposed products to be installed and the services required to undertake the work. Special mention must go to the designers and the installation teams themselves. All were first class, thorough and professional and a pleasure to invite into our home. Neville Johnson is never going to be a cheap proposition but based on our experience they are certainly one of the best around and worth every penny. Oh, and they're British.”
“My 80 year old parents were drawn in by the tv ads , so they contacted them , a salesman called James turned up . He did a fantastic job in double glazing in the 80s and now the 21st century trying his hand at bespoke furniture . My parents wanted a new modern staircase made from oak and glass , James gave it the large one , you can have this you can have that etc etc ...so the cost for 2 pieces of glass , 2 newel posts , 2 handrails started off at £8500 ....now comes the salesman part , as I like you and it's black Friday I'll knock some off .....if order today and pay me £1500 I'll reduce it more ......I wasn't there to advise at the time and my parents paid the money .
Two weeks later a child's drawing came through from him , half of it you couldn't understand his scribble, and the other half the drawing was drawn as a straight hand rail .....now this is where it gets good ..I mean bad . Once I looked at the drawing there was no way it could be a straight hand rail as the wall at the bottom goes in 150mm , so a zig zag hand rail nice work ..not !! James also mentioned that a minimum finger trap on the handrail is 20mm ..umm no by building regs it 38mm !! After I complained James sent through another drawing this time straight handrail with a 235mm ships mast newel post and reduced stair steps . After I said this wouldn't work either it was take it or leave it attitude!!!
Think we will leave it thanks .
A few points I will make just so people are clear .
1, no building work ..Yes your right , you have to do it yourself , they take no responsibility for anything .
2, you will pay 45% deposit , then 35% to surveyor all up front then 4 weeks later the remainder to fitters , so NJ have 80% of your money without you seeing a piece of wood !!
4, A don't care attitude.
I would highly not recommend this company at all”
“Beware the lack of after care. Some years ago I purchased a large and expensive library/office and I was extremely pleased with it. Just recently I realised I needed an extra shelf, but the company told me they no longer stocked the same style. I sent pictures and measurements and said I'd be happy with the closest they could get. But then they said they couldn't help me and would not provide a single shelf. Thanks very much Neville Johnson - happy to take all the money at the time and then provide zero after care. Very poor.”
“Over priced and poor quality. Does not match up to their statement of ‘luxury’. Oak posts arrived damaged and unvarnished and I was left with damaged skirting boards and a number of unnecessary gaps and holes. I then had to take time off work for the two days remedial work. The time allocated for the job was grossly underestimated. I would NOT recommend this company.”
“I really, really wanted to write a review giving Neville Johnson 5 stars, but if I am honest, I can only give them 1 star.
Let me tell you about the ongoing saga..
My wife and I decided in January this year to treat ourselves to a fitted study –a wall to wall bookcase with an adjoining desk.
We had seen the impressive Neville Johnson commercials and read the reviews. We knew they were expensive, but we were prepared to pay the extra for the quality.
Right from the start I was impressed by Neville Johnson. They sent out a designer called Mike Dyson, he was very professional. Mike listened to our ideas and worked with us in producing a design we were happy with. We met Mike a couple of times, our ideas on the design and finish changed several times. Nothing seemed too much trouble for Mike and he patiently worked with us until we got it right.
Next came the detail drawings of the design. Again we were very impressed and it reassured us that we were dealing with a professional company with high standards.
We had a visit from a surveyor, who answered all our questions. Again a very impressive service.
I was at work while the fitters fitted the furniture and my wife dealt with them.
When I returned home, the fitters had already completed the work and gone.
We had ordered blue fitted study furniture. I noticed straight away that on the base of the fitted desk the factory painted laminated wood had been chipped off revealing the chip board underneath. The size of the laminated wood that had chipped off was 6 inches by 2 inches. So quite large. The fitters had tried to cover this up with hand painting the chipboard to blend it in. Basically a botch job.
The fitters had then managed to splash the blue paint onto a newly painted magnolia wall on the opposite side of the room.
On the design, the gap between the top of the book case and the ceiling is filled with a panel called the “infill”, in the design drawing, this was to be flush with the bookcase. The fitters had failed to follow the design and to fit this flush with the book case, instead installing it so far back it gave me a four inch ledge on top of the bookcase.
When I complained ,I was contacted the very next day by the Field Installation Manager (Kevin Hardman) to discuss how the installation had gone.
Kevin Hardman came up to see us straight away.
What I expected was for someone to say “This is not our standard, I really apologise for this and we will put it right straight away”
What I got was not a word of apology, but a chain of excuses about the fitters wife being ill and bags and bags of B.S.
Some of the excuses didn’t even make sense. At one point he actually said “Maybe the floor is on a slope and the fitters had to make alterations on the fly and that’s why they had to put in extra chip board beneath the desk.”
Mr Hardman – your company sent designers , surveyors, made detailed drawings and are charging top whack. Are you really telling me your fitters had then to start altering factor made, hand crafted furniture on the fly ?
Mr Hardman – look again. It’s not extra chipboard beneath the desk, it’s clearly a veneer that has peeled off. Lets be honest, some where in either transportation or in the fitting the furniture got damaged. Instead of your fitters replacing it or owning up, they tried to cover it up with a botch job, managed to splash paint every where and failed to follow the detailed drawings they were given.
Incidentally the study floor is not on a slope.
There was not a word of apology or shock at the standard of the fitting from Mr Hardman, though he did say that they would replace this asap.
I did also ask why there were eye watering toxic fumes coming for the furniture. He replied that it was probably rushed out of the factory too some after it had been sprayed. I must admit the eye watering fumes going from the furniture began to relent after several days.
I believe Mr Hardmans background is in double glazing…it shows.
I have heard nothing since the meeting
I spoke to the Finance Company and they confirmed that they had paid Neville Johnson in full four days after my complaint, because Neville Johnson had confirmed that the furniture was fitted to the customers satisfaction.
I have now logged a complaint with the finance company to take up with Neville Johnson.
At present the saga is on going and not resolved, I have been given no date for resolution.
The sign of an excellent company and its product is not just the product but the service that goes with it.
Would I recommend Neville Johnson …… What do you think?”
“I would not recommend although they have potential. I refurbished a newly bought house including new woody under-heated floor. They did very nice project. During installation they found that part of the pieces had been made too short so 2 months delay. Second installers did not protect floor, so many holes in new floor, in ceiling, but also few chips/holes within the furniture. Photos attached. Only today (28/06/2019) a chap came to see the damage: hardly looked into it, did not seem very interested, hardly listened to me and told - will discuss with bosses but don't know the time frame.
So I think - for the money there is no point to risk re-doing floor or painting/plastering which I need to do now. Company seems to have good aspirations, but the installers simply did not feel responsible for the good name of N&J, unfortunately.”
“Neville Johnson transformed my hallway with a fantastic oak and glass staircase. Everything went like a dream, from visit by designer to the finished installation”
“Paid a lot of money for stair makeover but was disappointed with the service I received, appointments made by phone by Nevile Johnson but cancelled before I could confirm the dates, the second day on site the fitters informed me that the wrong size posts have been ordered and the spindles are the wrong colour. So a job that they said would take 48 hours actually took about 6 weeks, as for their customer service they might as well employ monkeys, some staff were quite abrupt and not that helpful. Pity you can't give minus stars”
