Zero customer support
Very poor returns experience. The item was faulty, yet there were no clear return instructions included. Despite this, I still had to pay for the return postage myself.The return address provided did not properly correspond with UK courier systems, which made it difficult to generate a shipment. I raised this several times and even provided evidence, but my concerns were not properly addressed. Responses were slow and repetitive, with no practical solution offered.I ultimately had to open a PayPal dispute just to make progress. What should have been a simple return became time consuming, stressful and unnecessarily complicated.I would never use this company again and wish I had read the reviews before purchasing.
Daniel
My NEEWER LED Video Light Kit arrived damaged
My NEEWER 2 Pack Upgraded RGB660 PRO II LED Video Light Kit arrived damaged last week.I complained and took photos, NEEWER customer service tried to offer me a £10 discount on the £162 lights rather than just ship a new set to me. I insisted that NEEWER pick up the damaged lights and replace them. On Friday February 13th a UPS courier (NEEWER’s choice of Courier) attached a return label to the box and collected it. Then this morning, February 16th the same UPS courier wrongly re-delivered the damaged lights back to me. The fact that NEEWER choose not to have a phone line of course makes dealing with a problem that much worse. NEEWER products are pretty good but if they get damaged on their way to you be prepared for a headache. I then had to spend time on the phone complaining to UPS. I hope the wrongly delivered parcel gets re-picked up later today or tomorrow. And hopefully I will be sent a replacement set of lights soon.Next time I want to shop to upgrade my video cameras and lights I will think long and hard before using NEEWER.Update:26th february 2026The damaged first set lights were picked and I have been sent a replacement undamaged set of Video lights. I was eventually given a £15 discount paid back into my bank as an apology from NEEWER. I even received a phone call from their customer service based in the US. I pointed out to them this whole process was made harder by the lack of telephone customer service for the UK. I was told they used to have a telephone customer line for the UK but decided to discontinue it. I signposted NEEWER to trustpilot so the decision makers can view for themselves their poor customer service reputation in resolving problems. I also recommended they improving the packaging to compensate for the poor handling from courier services. My conclusion: You can get a better outcome to a problem if you are prepared to fight for it. It is a shane that American customers get better customer service by virtue of the larger market.
Kevin Ashton
Great products, and great support
I’m very happy with my Neewer’s products GL1 Pro and GL25b and their customer support.I’ve been using Neewer GL25b lights for a while and really like the build quality and performance. I bought a GL1 Pro via the official store on their website. When I had an issue with the unit, the support experience was excellent: quick response, friendly communication, and a smooth replacement process without any hassle. The replacement arrived fast as a complete package and works perfectly.Special thanks to the VIP support team — the whole process felt professional, fair, and customer-focused.Great products, and even better support when something goes wrong. Highly recommended.
A R
Excellent teleprompter received quickly…
Excellent teleprompter received quickly and for a reasonable price.
simon hassett
Super low quality products
Super low quality products. Manuals, kit, cords, led’s and espeacially diffusers and stands seem like its relabelled cheap cheap crap.
Morten
Refund Woes Made Good.
Update: Newer contacted me and the refund was deposited in my account that day.While my experience with the refund was unfortunate, it does not take away from the quality of the Neewer products I have purchased in the past is quite high, and they are dispatched and received very quickly.Still waiting for a refund 2 months after confirmation Neewer received the item I returned.They asked me to be "patient" a month ago.
Mel
Update... Be aware
UPDATE: They have pretended to refund the money and accept the chargeback, but after a lengthy conversation with the bank they have not done either.Pretending to refund is a common tactic used to get me to cancel the chargeback, because if I cancel I can't initiate it again. What a scammy company. I ordered lights and on their site it said delivery in 3-5 days.After several days and no delivery I contacted them to be told that delivery will in fact be several weeks.I asked them to cancel the order and refund the money, they said I have to wait several weeks for the product to get to me and then I can return it which would be another several weeks, then I can get a refund.It's now 2 weeks later and still no refund. I requested a chargeback from my bank and now they are saying they can't refund because I requested a chargeback and If I cancel they will refund me. Seems suspicious.
Klaudia
Hires incompetence or thieves for it's workforce.
How the hell is this company still in business. Over £400 worth of gear hasn't turned up. 2 of the items were apparently delivered and left behind bins. According to the tracking. Now I've had 3 emails saying the rest of the items have been delivered on a day I was at home. No notes saying they were left somewhere. Just 3 separate emails with the same tracking number. I took out the insurance for returning if I didn't like what I got. But I was told to claim off this insurance for my money back. So I've paid for an insurance policy to cover the cost of items they're legally responsible for until delivered. Funny thing is, their delivery info on the site say the items are on their way. But when you click the tracking link, you get taken to courier who lists the items as "delivered " via Amazon no less. Looking at other reviews I'm not alone. I think I may do a piece on my YouTube channel about this. This company is either incompetent or it's hiring thieves. But as it's Amazon it's most likely the same criminals who are climbing out of dinghies and invading our country.
Heatshield
Did not receive my item
Did not receive my item. Eventually found it was delivered to another address. No notifications received about impending delivery and no notification after delivery, or photo to prove delivery. Contacted Neewer. In broken English, their answer in summary was talk to someone who cares. They basically won't use Australia Post where at least you get notifications and delivery photo.Selling the product I purchased and not proceeding with this brand.
L Hepburn
No product. No refund. No real assistance
Edit: the problem seems to be resolved. After a long time but they resolved. Ordered on Neewer official store on Aliexpress but no product arrived. And no refund.Actually it seems parked in a misterious pickup point of POST.NL (worst shipping company ever) that don't permit communication via mail or form and on tracking don't give ANY useful information to track the pack. It's anywhere in Italy... shame on you!
Frankie
Good Issue Resolution
I am replacing my current studio equipment, wanted the flexibility of a strobe that would work with its own battery pack and so opted for the Neewer Q4.There was an issue with the supplied unit - the battery would not charge or pass-through power to the strobe when connected to the mains via the suppled charger.What was impressive about Neewer was the way that the customer service department followed-up my concerns and shipped a replacement unit to me. I even received a call from the United States in the evening to check that the new unit was working.Initial results are excellent - the design my be 'quirky' when compared to strobes of the 'old design', but the handle grip opens-up possibilities for how the strobe can be used when on a shoot (having someone to handle the light rather than simply relying on a stand) - made today's shoot more 'fluid'.So, summarising: yes, I had an issue with the tech but bad things happen - even to good people. What matters is having the assurance that the Company can and will respond to concerns in a timely manner.My migration to Neewer continues....
Paul Williams
Emily could have dealt with this way better …
I bought a Q3 and the On/Off button stopped working after a year or so. I sent a video showing this and was told that it needs to be replaced. Initially I was offered the Q4 model at a ‘heavily discounted price’ as the Q3 is discontinued. Then Emily, offered me a cheap light with a plug and backed out of offering the Q4. I asked to get a quick resolution as the studio flash wasn’t the same, I use the Q3 outdoors, and she stated £20 discounted Q4 was her best offer. This is the UK and Neewer has a responsibility to repair or replace a like for like item. Awful customer service from Emily. She could offer me the Q200 which I believe is the nearest to the Q3 but I’m writing this and will take this to small claims court if £20 off a Q4 is her final offer.
Rob Guy
Do not buy from Neewer directly
Do not buy from Neewer directly! Beware! They have no customer service in EU or AU and will not answer your emails. I simply needed to change the recipient name after I made a large order and they totally ignore every email about it. There is no update on shipping or delivery and there is no where to call for help. What a joke of a shop selling gear that costs thousands of dollars and asking you to pray to the gods that it will actually arrive. They did charge my card, no problems there, but deliver nothing in return. Pretty much a scam site.
Rafael Guetta
Outstanding customer service
There were issues with my delivery and delays. After reaching out to Neewer to complain, I was contacted by Customer Service Manager Mike from the USA. Whatever issues that happened have been resolved. Mike went and above and beyond to assist me. Outstanding customer service and a great representation of his company. I have have no problems continuing to purchase from Neewer because of this experience Ive had.
JS
Outstanding Customer Support – Huge Thanks to Flora from the UK Team!
I had one of the best customer service experiences ever with Neewer. I had a complicated situation with shipping, delivery times, and product returns, and Flora from the UK team went above and beyond to help me through it all.She was incredibly patient, kind, and understanding, answering all my questions in detail and making sure I felt confident about my order before a big project I had coming up. What really impressed me was how she stayed professional but also genuinely friendly — she made a stressful situation feel easy.Thanks to her guidance, I was able to place my order with peace of mind, knowing I had support if anything went wrong. She truly represents what excellent customer service should be.🌟 Flora from the UK team – thank you for your amazing work, you really made my day! 🌟I’ll definitely continue to buy from Neewer not only because of the great products, but also because of the outstanding support team behind them.
Douglas Melo
Awful order tracking and slow to dispatch, but customer service resolved.
I previously bought Neweer products and thought them good value for money. I needed a backup tripod so thought would buy direct, I assumed wrongly would be faster and easier..... HUGE mistake... you must install a shop app to get tracking of your order which I really hate. To add insult to injury the tracking does not even work.UPDATE: a few weeks later customer service contacted me and sent me a replacement along with a refund, so have updated the review to reflect this
Craig Jump
So good
So good! Purchased a few pieces of equipment and impressed with their quality. Customer service was super helpful when I had an issue with one of them and they sent a replacement part really quickly.
Jake
Great Customer Service
I had a small issue from a customer service perspective. My initial review wasn't exactly glowing however I found that Neewer is more than interested in Customer Service. I got a direct call from the Customer Service manager who made everything beyond right. Took me from loving the gear but having issues with Customer Service to being a complete fan of the brand. Michael is a superstar.
Scott Mackintosh
Neewer issue second hand items
I ordered a three way geared head on the fathers day sale. the unit I got came with clear signs of use. It had been mounted to a tripod previously as seen with wear underneath and nether bits of paint were worn from the edges with use.I messaged customer service and they did not have the courtesy to reply. Avoid at all costs!
Denis Mangan
I experience a Terrible Experience with…
I experience a Terrible Experience with Neewer Website Purchase and customer service.I've been a long-time customer of Neewer and have generally trusted their products. But after my recent experience, I’m beyond disappointed and honestly, furious.I purchased directly from their website, thinking I'd get a better deal, but what I ended up with was a nightmare of customer service. They’ve been giving me the runaround, back and forth emails with no real resolution. To make it worse, they even asked me to record a video just to prove there's an issue. Are you serious? That’s just ridiculous.I came to this page hoping to find other customers who’ve been through the same thing because I can’t be the only one. The prices might be tempting, but after this mess, I will never buy from Neewer’s website again. It’s not worth the stress.
Novi Fam
