Name: INSPYER LIGHTING
Address: 6 The Oakleys, High Wych Road, High Wych, Herefordshire
Rating: 4.76

“Items shown as in stock on website, with delivery in 2-5 days . Had to ring up to chase and told I could expect in 10 days 2 weeks. Came at end of this period . managed to order direct from Tala after your order and recieved days sooner. More expensive and expensive delivery. Need to check order as believe ordered box with 2 No sphere 3 bulbs only 1 No arrived”

Helpful Report

Posted 3 weeks ago

Hi Jenny, We are really sorry to see you feel you have only received a 1 star service from us. We take all the reviews very seriously, so I have reviewed your order and would like to address a couple of your points in the hope it provides further context for you and anyone else reading it: - Our website has a minimum delivery time stated as 1-2 weeks, we never state 2-5 days and this timeframe can't be found for any of our products (perhaps you saw this on a different website). - We are glad you were able to make another order direct from the manufacturer cheaper and quicker but based on the current price with the manufacturer they are some 40% more expensive than our price. Perhaps you were lucky an purchased during a flash sale? - Your original total was just over the £100 requied for free shipping, but you then added a 5% discount code (on top of our sale discount) and it took the order down to just under £100 which then incurred the stated shipping charge of £8 and actully made your order more expensive. As we mentioned in our email to you we are happy to refund you the difference. - The reason our shipping takes longer than ordering direct from the manufacturer is that we have to order their products to be delivered to us and we then ship them to you, whereas the mnufacturer ships them direct to you, so this can add another 5-7 days when ordering from us. - With regards the items that were delivered, you mentioned that you may be missing a bulb. Our records show that all 3 bulbs were dispatched and our customer service team haven't heard anything from you, so we hope that your order was indeed correct and you have all of the items now. Once again, we take our customer feedback very seriously and we strive to provide the very best customer service we can. I hope that the above information will provide some clarity and context regarding your order and our services, and I hope that you will consider revising your review. Kind regards, The Inspyer Team

Posted 2 weeks ago

“Bought some Wall Lights to match some existing lights we have. Asked if a spare part could be supplied for the existing lights which we didn't buy from Inspyer "Unfortuantely we don't sell parts". Ordered parts from another company who couldn't have been more helpful. Guess who we will be buying the rest of the lights we need for our house refurbishment....”

Helpful Report

Posted 11 months ago

Dear David, We're sorry that you felt you received a 1 star service from our company. Sadly we can't provide every product and every service we would like to, even if we hadsignificantly increased capacity. For example, we don't do lighting installation, we don't do repairs, we don't sell novelty lights, we don't sell commercial street lights and we don't sell spare parts. As an online store we curate a collection of over 50,000 different lights and selling spare parts for them all would be an almost impossible task. We have chosen to focus on selling a broad selection of high quality lights, on an easy to navigate and highly informative website, with a smooth and intuitive purchase process, great customer service (for the purchase of those products), an efficient logistics service and a great after-sale service to deal with returns and issues with products that have been purchased from us. We note from your emails with our customer service team that the light you wanted the spare part for was 20 years old and not purchased from us. We politely expressed our concern that, even if we the manufacturer did make the light still and provided spares, then there was a significant chance that the part may have changed over the course of time (this is extremely common), and advised that you would be better to contact the manufacturer directly to ensure the spec was still the same and would therefore fit your light correctly. We maintain that this would be the best approach and we're sorry that this approach upset you. We also note that the lights you purchased from us were at a very competitive price and delivered to you within 2 weeks, far exceeding expectations of the 4-6 weeks delivery time we state on the website. Presumably you are also happy with the quality of the lights and all other aspects of using our company as we cannot see any other issues recorded on your customer or order record. A 1 star review on this basis seems somewht harsh, but that is entirely your choice. We do hope that you enjoy your new lights and we do hope that you successfully source the spare part for your other lamp. Best, The Inspyer Team

Posted 11 months ago

“quick delivery”

Helpful Report

Posted 1 year ago

Dear Sean, we assume that your 1 star rating is a mistake based on your comments re quick delivery (2 days I believe) and the fact that there are no other known issues with your order. We would kindly request that you review your rating for the benefit of other customers or, if there are indeed issues that warrant a 1 star review then please get in contact with our customer service team to try and resolve them. Thanks

Posted 1 year ago

“After payment it transpired that the product was ot of stock. Extremely disappointing and frustrating.”

Helpful Report

Posted 3 years ago

Dear Haim, I am extremely sorry that you are disappointed. Unfortunately, products do go out of stock occasionally, particularly over weekends when the manufacturers are closed (as was the case with your order) - our customer service team did contact you first thing on Monday morning to let you know and made a full and immediate refund for you. Sadly the manufacturer was unable to provide a re-stocking date for the item and we have since discontinued selling their product. Our apologies again.

Posted 3 years ago

“Never contacted re delivery awful service”

Helpful Report

Posted 3 years ago

Dear Peter, I'm really sorry that you have had a bad experience with the delivery of your lights. I have reviewed your order history and can see that you ordered several large items from different manufacturers. Whilst most of the lights we supply are sent to customers by us with full tracking information, both of these particular manufacturers ship large multi-box pieces directly to our end customers in an attempt to speed up delivery to you, to reduce cost (if they came to us and then on to you we may not be able to offer free shipping), reduce the chance of transit damage and to be more environmentally friendly. Sadly, these manufacturers use next day couriers that do not send out tracking information to us or the end customer, which is, I agree, very frustrating. However, the service they use will leave attempted delivery slips if you are out and you would then be able to contact them to arrange a second attempt etc. They would not simply leave the items outside. I do sympathise with your issue though and appreciate your comments so I have raised the matter with both manufacturers and I hope we can work with them to enable tracking notifications for all direct customer shipments moving forwards. I note that the lights you ordered were delivered within the quoted shipping timeframes and cannot see any other issues with the ordering process, the price paid, or most importantly, with the quality of the lights. I hope these were, on balance, to your satisfaction. If you have any questions or would like to discuss the matter further with me please email me at info@inspyerlighting.co.uk Kind regards, Adrian

Posted 3 years ago

“Rude customer service and unhelpful”

Helpful Report

Posted 3 years ago

Dear Olivia, I am really sorry that you have not been happy with the service. I have reviewed your order history and all of the correspondence and I can see that all correspondence was over email and that no phone calls have been received or recorded from us. I have reviewed the email correspondance sent to you by the different members of our support team (transcript below) and cannot see anything either rude or unhelpful. Whilst I understand that you didn't like the colour you ordered and are unhappy about the fact you couldn't exchange the items 6 months after recieving them, we believe that our 28 day full refund offer is a fair and market standard policy. 15 March 2022 “Hi Olivia, You do have 28 days from receipt to return the items for full refund/exchange but unfortunately we are into 6 months since receipt and this is not a standard stock item. Kindest Regards, Carol” 15 March 2022 “Dear Olivia, Thank you for your email regarding the possible exchange of your lights. Unfortunately as these items are not a standard stock item and we are well over the 28 day return period I’m afraid that we would not be able to take these items back for refund or exchange. I’m sorry that we cannot help on this occasion, If you have any further questions please do not hesitate to contact us. Kindest Regards, Carol” 21 February 2022 “Hi Olivia I don’t have a photo im afraid, and we don’t have them in stock so I cant check the box to be able to tell you. I do believe they are normal shape but if you have the lights there just open one and it should give you instructions. If you cant tell from whats inside the box feel free to send us a photo. The tech spec I am looking at doesn’t mention a special shape bulb, just an E27. So your standard one should be fine. Kind regards, Lois” 21 February 2022 “Hi Olivia The bulbs are not included as far as im aware. They do take E27 - LED 15W, E27 is a common bulb that you can get in most supermarkets/hardware stores. We only really sell the Tala/buster and punch decorative bulbs im afraid. Some of these are E27 but as you wont see the bulb its more worth your while to source them from homebase etc. Kind regards, Lois” If you would like to discuss the matter further please email me at info@inspyerlighting.co.uk and I will arrange a convenient time to call you. Kind regards, Adrian

Posted 3 years ago

“I am still waiting for the base to arrive, 4 months later.”

Helpful Report

Posted 4 years ago

Dear Christopher, We are so sorry that you have experienced such a long delay waiting for part of your order to arrive. We have investigated your order and can see that the lamp and base arrived with us towards the end of May and we asked if you wanted to ship this for you (so that you'd have a fully functioning desk lamp) ahead of the wall bracket that wasn't due back in stock until the end of July (we also offered a full refund), and you asked us to ship the lamp and base and you would wait for the wall bracket. Sadly the shipment of wall brackets from Anglepoise was further delayed and only arrived in with us last week. As soon as this had been checked and processed we shipped it out to you and you should now be in possession of all parts of the lamp. We can only apologise for the extensive delays to completing your order, unfortunately Anglepoise have suffered horrendous delays due to global supply chain issues compounded by Brexit and Covid. We recognise, however, that our communication could have been better regarding the most recent delay and would be happy to offer you a £20 gift voucher to spend in our store as a gesture of goodwill. Please email info@inspyerlighting.co.uk if you wish to access the voucher. Our apologies once again and we hope that this does not affect your enjoyment of the lamp. Best, The Inspyer Team

Posted 4 years ago

“Sold me a lamp with estimated delivery in 5 days, turns out it’s on the wrong side of the channel, hoping delivery might happen in 5 weeks, but no guarantee”

Helpful Report

Posted 4 years ago

Hi Ewan, I'm really sorry that your item was been delayed, hopefully you're please with it now that it has arrived! I have looked into your order and we did write to you on 17th Dec to advise of the delays to your order and we provided 3 further updates until you received your light. We also offered you a refund on every communication. Regarding the delays themselves, sadly almost all lighting (and other) manufacturers have faced significant delays with freight leaving/arriving at port due to Covid, Brexit related shipping issues, and unprecedented levels of demand. This is all on top of the logistical Covid issues that every business now faces with reduced staff numbers, office closures and reduced factory capacity etc. We do try to keep all of our customers informed of delays to their orders, but we are somewhat beholden to the manufacturers letting us know the status, and quite often they simply can't give any guarantees on when ships will arrive and get through customs etc. I hope this somehow explains the situation, of course we totally understand and recognise the frustration these delays have for customers that are waiting for overdue items and we apologise again for any inconvenience caused.

Posted 4 years ago

“I paid for my lamps on a Black Friday deal, however, it’s now January and I’m still waiting for delivery. Why advertise something on a deal when you clearly don’t have them in stock! Shocking service”

Helpful Report

Posted 4 years ago

Dear Glen, I was clearly disappointed to read your review and I am really sorry that you feel let down by our customer service, I can assure you this is highly unusual. I know it must be extremely frustrating waiting for items you may have expected a lot sooner, but we genuinely do try to keep our customers informed, updated and we try to explain the reasons for delays and give you as many options as possible for alternatives or refunds. I also hope that you found the initial ordering process, our website and our price a 5 star level. I have, therefore, investigated your order and we can see that the lamps you ordered were listed on the website (at the time) as “Please note, this is pre-order only for dispatch end December” this was in large bold type at the top of the listing information. We then emailed you on 17th Dec (see attached email) to advise of on-going delays and a revised dispatch date as well as the option of a change of item or a full refund. The reason for the delay, as we detailed in the email, is that “Anglepoise have been experiencing unprecedented delays with certain products due to a perfect storm of Covid and Brexit related issues. They have suffered from reduced workforces, factory shutdowns, delays with containers leaving port, UK port clearance (there is no room at many of the major UK ports as so many shipments are being shipped through ahead of 1st Jan) and associated customs issues, coupled with an exponential increase in demand from those home working, Black Friday buyers and those purchasing Christmas gifts. The net effect, I’m sorry to say, is that these issues have led to Anglepoise pushing their dispatch dates back.” Your review is clearly extremely important to us and for future customers in order to build a clear picture of the company they are dealing with. I would like to thank you once again for your comments and we will continue to review how we can provide better information around the delivery timescales for all of our customers.

Posted 4 years ago

“I haven’t been kept up to date with my order, I keep having to chase. It’s been over a mont since I ordered now and it still hasn’t turned up.”

Helpful Report

Posted 4 years ago

Dear Jessica, I was clearly disappointed to read your review and I am really sorry that you feel let down by our customer service, I can assure you this is highly unusual. I know it must be extremely frustrating waiting for items you may have expected a lot sooner, but we genuinely do try to keep our customers informed, updated and we try to explain the reasons for delays and give you as many options as possible for alternatives or refunds. I also hope that, now you have received your light, that you are pleased with it and that you found the initial ordering process, our website and our price to a very good level. Immediately after receiving your review I investigated your order and emailed you to advise that I could see that one of our customer support team exchanged several emails with you regarding delivery timescales, I can also see they had been asking the manufacturer for regular updates. It wasn’t until 15th Dec that the manufacturer advised us they had severe delays at port (as you may have seen reported on the news) and we explained to you that we couldn’t guarantee a pre-Christmas delivery and we offered you the option of a full refund. I know this is far from ideal, and we apologise for the delays you have had with this order, but unfortunately the toxic combination of Covid and Brexit has meant unprecedented delays for almost all our supply chain that we simply can’t do anything about. Your review is clearly extremely important for future customers in order to build a clear picture of the company they are dealing with, so I would like to thank you once again for your comments and we will continue to review how we can provide better information around the delivery timescales for all our customers.

Posted 4 years ago

“No delivery yet”

Helpful Report

Posted 4 years ago

Dear Alison, I'm really sorry you haven't received your light yet. As you know, we have been in regular contact with the maunufacturer regarding your order and we know they have had multiplle delays, most recently with containers arriving into port from China. I know this has been both disappointing and frustrating and I wish there was something we could do to accelerate the delivery. Obviously, as we have mentioned to you before, we are more than happy to refund you in full if you wish to cancel the order or we can try and find you an alternative light that is in stock. I know you have now choosen to wait for the lamp, so we will of course let you know as soon as the lamp is ready for dispatch and send you full tracking details. Our apologies again for the delay and inconvenience, if you have any further questions please let us know.

Posted 4 years ago

“Product was meant to be delivered by last week of September (or thereabouts) and I am still waiting as of 17 October.”

Helpful Report

Posted 5 years ago

Dear David, sorry to hear that you have had issues with your delayed delivery. I know that our customer services team were in touch with you on many occassions to keep you advised on the delays and I believe it was delivered on 26th Oct in the end. Clearly we don't manufacture the lights ourselves and we are reliant on our many manufacturers to supply lights for our customers in a timely fashion. Sadly many manufacturers have had delays during and after the lockdown periods, especially those who import components or raw materials, and this was indeed the case with the light you ordered. I know that it must have been frustrating for you and we apologise for any inconvenience. Hopefully though, now that you have received you light, you are happy with it and it was indeed worth waiting for.

Posted 4 years ago

“Vi bestilte for over en måned siden. Hørte intet, men rykkede dem. Beskeden var, at lamperne snart skulle ankomme. Siden har vi ikke hørt noget.”

Helpful Report

Posted 5 years ago

Dear Vinni, As per our messages to you last week, we were very sorry to hear about the delay you have had. I have looked at the notes on your account and the lights actually arrived at our offices the day that you left your review. We then arranged immediate shipment by courier to you in Denmark. As I explained then, your lights are hand-made and manufactured by a company here in the UK to the highest standards and produced to order. Coronavirus meant that the factory had to close in April and May to protect staff and, since they re-opened in mid-May, they have been working with much smaller teams (like ourselves), and I'm afraid that orders have taken longer than usual. I hope that you can understand the exceptional circumstances we have had here in the UK and, whilst it took 3 weeks longer than normal to receive your lights (which I know is very frustrating), I hope that you will acknowledge that this delay is due to circumstances beyond our control (bearing in mind your order was placed in the middle of our national lockdown). I understand that you have now received your lights, I hope you are pleased with them despite the delay in receiving them. If there is anything else I can do for you please email info@inspyerlighting.co.uk or call us on +44 (0)1992 252900

Posted 5 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 86%
Accurate And Undamaged Orders	97%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5

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