This has been my go-to place for lamps (they are good quality) but I can't comment on my last order as they never arrived as the courier delivered them to the wrong address and I think they were lost. I got a refund when I asked and customer service replied to my emails promptly so on paper they handled it but I was the one chasing and was told there was nothing Pooky could do until the courier had done everything. I guess I could have waited weeks but after 3 days in a row of staying in deliberately waiting for them I decided to take my custom elsewhere. Maybe I expect too much of customer service but I guess it's ok to inconvenience customers and put the burden on them when it goes wrong.