Name: lamps-on-line-com
Address: Unit 11A, Lane End Industrial, Estate, Lane End, High Wycombe, Buckinghamshire
Rating: 4.47

“The light bulbs I ordered were not in stock. They did not tell me this and sent an alternative which retailed at a lower price and did not work properly in my lamp. I contacted lamps-on-line and they firstly asked for a photograph to prove that the lamps were different from those odered, then eventually after 4 phone calls admitted that they did not stock the lamps I had ordered. I asked for a full refund and they reluctently issued a returns label, so I sent them back. However the cost of the 2 light bulbs and postage was £31.94 but they only refunded me £26.95. I ma VERY dissatisfied.”

Helpful Report

Posted 1 week ago

Hi Maggie, Thank you for alerting us to this . I will speak with our service team to establish what has happened here and if you have been in anyway been refunded less than you should have we will of course raise an additional credit on your card Best Wishes Sales

Posted 1 week ago

“Delivered with both tubes smashed contacted them and was given an email to report it and haven't received any reply won't be buying from these again”

Helpful Report

Posted 1 month ago

Hi alan, We’re really sorry to hear your order arrived damaged. As fluorescent tubes are made of glass, unfortunately they can occasionally break in transit despite our best efforts with packaging. However, we want to clarify that we haven’t received any email from you so far. We’d really appreciate it if you could get in touch with us directly so we can resolve this for you as quickly as possible. Customer satisfaction is very important to us, and we're happy to help. Thank you

Posted 1 month ago

“It’s been about to a month for a lightbulb, Jesus guys”

Helpful Report

Posted 2 months ago

Hi Warwick, Royal Mail tried to deliver on 21st May but you were not in . Here is your tracking number TP884249321GB . Please put this into Royal Mail tracking and you can rearrange the delivery or get it left in a safe place Please can we ask that you remove/review your 1 star review as this is not a fault of our company or anything that we have done Best Regards Support

Posted 2 months ago

“The short version is...after placing my order in February (I believe it was), it has taken 3-4 months to receive my order. During that period, i had to contact general lamps several times via email and phone to gain any updates on my order. I was never contacted by the company at any point. I think for future reference, any customers orders which have delays/queries should be highlighted and regular contact made to update the customer until orders received and not for the customer to have to do the administrative work for you. I am happy with goods received, but the Customer Service Dept definitely needs improvement!”

Helpful Report

Posted 2 months ago

Dear Customer, Thank you for your honest feedback. We sincerely apologise if you felt unsupported during the delay with your order. We understand how frustrating it must have been to wait and have to follow up multiple times. Your comments highlight an important area for improvement, and we are committed to enhancing our communication processes to ensure customers receive regular updates proactively in the future. We’re glad to hear you are happy with the goods, and we truly appreciate your patience throughout this experience. Thank you for bringing this to our attention, and we will strive to do better. Kind regards, General Lamps

Posted 2 months ago

“The product arrived broken in the packaging, it was actually noisy due to broken glass. This would have been obvious to the person delivering .I rang to be told email us with a photo which I did. No acknowledgment of email or a replacement. So not only am I without what I paid for I also had to dispose of an enormous broken bulb.”

Helpful Report

Posted 3 months ago

Dear Sarah, Thank you for your message. We’re sorry to hear about the condition your item arrived in and completely understand how frustrating this must have been. However, we’d like to clarify that your email with the photo was received and a free of charge replacement has already been arranged. It’s worth noting that your original message was only sent recently, and we aim to respond as swiftly as possible. We appreciate your patience and can assure you your replacement is on its way. Kind regards,

Posted 3 months ago

“Ordered some bulbs. No bulbs arrived. Called and told on their way. But no bulbs for 6 weeks and no communication Very poor. Wouldn’t recommend”

Helpful Report

Posted 3 months ago

Hi Nigel, Thanks for your feedback. Just to clarify a few points—our website shows live stock levels at the time of ordering, and your order was placed while the item was out of stock. You were informed of this, and we kept you updated that the bulbs were on their way once stock was replenished. While we understand delays can be frustrating, the bulbs did arrive in perfect condition, and we did communicate during the process. We're always working to improve, but it’s a bit unfair to suggest there was "no communication" when that wasn't the case. If there's anything still unresolved, we’re happy to help directly. Best regards.

Posted 3 months ago

“Hard to write a review when I have not received the goods and spoke with a rude unhelpful female on the telephone - over to you for a response!”

Helpful Report

Posted 3 months ago

Thank you for your review. We’re sorry to hear about your experience and appreciate the opportunity to respond. When you placed your order, the item was out of stock — this is clearly displayed on our website as our stock levels are live. Additionally, our system automatically sends an email notification when an order includes out-of-stock items. We’re always working to improve communication, but these processes are in place to keep customers informed from the outset. As for your phone call, we’ve reviewed the exchange. Our team remained professional throughout the conversation, even when things became tense. We understand delays can be frustrating, and we’re here to help — but we also ask that all conversations remain respectful on both sides. Your order has now been delivered, and we hope you’re satisfied with the product. Should you need anything further, we’re happy to assist. Best regards, Customer Support Team

Posted 3 months ago

“Took well over 2 months to receive the bulbs I ordered by which time I had changed the light fittings as I had no correspondence or delivery date, and we were without lights so we changed the fittings so that we no longer needed specialist bulbs.poor customer service.”

Helpful Report

Posted 3 months ago

“it was very dissapointing. it was delviered after almost 4 months. very poor service.”

Helpful Report

Posted 4 months ago

Hi Israrullah , This item was out of stock when you placed your order as they have now been discontinued. We managed to find some stock in Europe and imported it for you . We do advise this at point of purchase to let customers know. As soon as the lamp arrived we sent it straight away.

Posted 4 months ago

“Ordered 2 light bulbs with next day delivery at an additional cost which wasn’t delivered until 4 days later. When I opened the package, one of the light bulbs was broken. I have repeatedly emailed and had no reply. Very poor on every level and yet to receive any kind of response - hoping I might get a response with this review”

Helpful Report

Posted 5 months ago

We would like to address the points raised in your review. Your order was placed at 9pm on Wednesday, January 1st. It was sent to our warehouse and shipped on Thursday, January 2nd—this is confirmed by our records. We also have proof of shipment. The delay you experienced was due to the courier, and you were notified of this directly by them. We did not cause the delay, nor were we responsible for it. Furthermore, we have checked our email records and phone logs, and there have been no attempts to contact us from your side. We have not received any emails or calls from you regarding this issue. If your goods were broken upon arrival, you should have contacted us immediately by email or phone. Unfortunately, as you are now outside of our return and refund policy, we are unable to process any claims for damaged items at this stage. We recommend that you follow up with the courier if the package was delayed, and if you have any further concerns, please contact us directly for assistance.

Posted 5 months ago

“It took ages to receive the bulb which I had requested. When it arrived I eagerly opened the packaging. Unfortunately the bulb does not work. There are no instructions to return so I am left with a bulb which does not work.”

Helpful Report

Posted 5 months ago

Thank you for your feedback. Please note that we had informed you in advance about the stock delay, and we appreciate your patience during that time. Our records show that you have not contacted us about receiving a faulty or damaged bulb. If you had reached out to us at the time, we could have assisted with the issue promptly. We strongly advise contacting us immediately if such issues arise, as our team is always available to help resolve any problems within the appropriate timeframe.

Posted 5 months ago

“Previously I have been very happy but customer service this time was dreadful. Wrong lamps delivered 23/01/25. In the following telecon, I declined a refund and agreed new bulbs would be sent. 23/01/25 I returned wrong bulbs using prepaid label. 27/01/25 my payment card credited but I was not informed. 06/02/25 I rang for update. Was told replacements had been lost in post. New ones would be sent. 17/02/25 I rang for an update. Spoke to an unsympathetic, unforthcoming person. They said delay due to wait for sufficient customers to justify a bulk order from overseas. Suggested I buy twice as many bulbs, which may or may not be correct and install the complete set in my light fittings so the bulbs all matched. I declined”

Helpful Report

Posted 5 months ago

Dear Anonymous, Thank you for your feedback. We’re disappointed to hear about your recent experience and would like to address the situation clearly: Yes, the wrong lamps were initially delivered, and when you brought it to our attention, we provided a free returns label—an offer not extended to all customers. While we understand that walking in the rain to return the item was inconvenient, the return process was made as easy as possible by us at no extra cost. We informed you that the manufacturer had sent us the wrong bulbs, and we tried to resolve the issue as quick as possible by sending you our last set of clear bulbs, which were unfortunately lost in transit. We apologised for that and, when you mentioned not wanting to wait any longer, we credited your payment card. When you called for an update, we explained that a refund had been issued due to your request of not wanting to wait any longer, and we clarified the difference between the clear and frosted bulbs. The two types look very similar when turned on, but as you insisted on having them all match, we suggested ordering all frosted bulbs, as we were not getting clear ones for 2 weeks which would have resolved the issue without further delay. We understand your frustration, but the 1-star review seems out of proportion to the resolution we attempted to offer. We value your past business and are still here to help should you need further assistance. Best regards, General Lamps

Posted 5 months ago

“Terrible service, dont use. 1. They didn't have the item in stock so back ordered. despite advert saying in stock. 2. They ordered a different bulb. 3. They tried to convince me it was the same and I should keep it despite requesting to return it. 4. It took 3 emails before they would accept the return. 5, They didn't send a return postage label. 6. They didn't answer the phone on 3 occasions, or reply to left messages. 7. They ignored emails for 3 weeks.”

Helpful Report

Posted 5 months ago

Thank you for your feedback. We're sorry to hear that your experience with us wasn’t as expected. However, we’d like to clarify some of the concerns you raised: Stock Availability: Our website is live and updated in real time, which means if an item goes out of stock, it would have been reflected on the site immediately. It’s possible that there was a momentary discrepancy, but our system works hard to ensure accurate stock levels. Product Update: We did not send the wrong bulb. Philips regularly updates and improves their products, and the version you received was the newer one. The original design was discontinued by Philips, and we made sure to provide you with the most up-to-date version. We clarified this with you to ensure you understood the change. Return Request: We apologize for any confusion, but we did send you a return label, as shown in the email correspondence. We also responded to the email with pictures to ensure clarity regarding the product you received. Return Postage: We acknowledge the concern about the return postage, but again, as per our records, the return label was sent to you. If you had any trouble receiving it, we would have been happy to assist further. Phone and Email Responses: Please note, your calls were made during the Christmas break, a period when we had reduced staffing, as mentioned on our website. Despite this, we still made efforts to respond to your emails, and we did so promptly when we were available. We understand that you’re frustrated, but we ask that you consider these points. If you’re not satisfied with our service, we respect your decision not to shop with us again. We strive to improve and ensure customer satisfaction, and we’ll continue to work on providing better service moving forward. Thank you for sharing your thoughts.

Posted 5 months ago

“My Order was delayed and then sent to an outhouse in the middle of nowhere. the address column auto filled Nottinghamshire, NG22 9QU at the end despite the rest of the address being 10 Savile Row and London.”

Helpful Report

Posted 5 months ago

Thank you for your feedback. We’re sorry to hear about the issues with your delivery. However, we would like to clarify that the incorrect address and the delay were due to the courier's handling of the shipment. Our system auto-fills addresses based on the details entered, but once the parcel leaves our warehouse, any address or routing issues are outside our control. As far as we are aware, we haven’t been contacted regarding this issue, so we haven’t had the opportunity to look into it and resolve it for you. If you had reached out to us, we would have been happy to assist and ensure the situation was corrected. Please feel free to get in touch with us directly so we can address this further and make it right. Thank you for your understanding.

Posted 5 months ago

“Terrible. Rude customer service agent when i called to trouble shoot a late delivery. Charged £15 for next day delivery and recived the item 3+ days later and then the product was the wrong thing and I emailed o arrange a return and I've had no acknowledgement or response.”

Helpful Report

Posted 6 months ago

Thank you for your feedback. However, we'd like to clarify a few things: Delivery Timing: You placed your order on Friday, the 17th, and as clearly stated on our website, we are closed over the weekend. Therefore, next-day delivery wasn’t an option. If your order was urgent, we recommend selecting an AM delivery option at checkout for quicker handling. Product Issue and Email: We have not received any emails from you regarding a return. If you have emailed us, it may not have gone through. Please send another message, and we’ll address the issue promptly. We work to be clear and transparent with our policies, and we encourage you to follow the proper steps for a quicker resolution. Feel free to reach out again directly if you need assistance.

Posted 5 months ago

“Would not use again, bulb didn't work upon arrival, emailed the Company to which they have been no help then have ignored my emails.”

Helpful Report

Posted 6 months ago

Thank you for your feedback. We’re disappointed to hear you feel this way, especially since we’ve gone above and beyond to resolve the issue: Product Issue: When you reported the issue with the bulb, we immediately sent you a brand new one via overnight delivery at our own expense, which cost us £15 to ensure it got to you as quickly as possible. Communication: We also sent you an email apologizing for the inconvenience and confirming the steps we took to resolve the matter. It’s concerning to hear that you feel your emails were ignored, as we always strive to respond to our customers in a timely manner. We’ve worked to correct the situation promptly and at our own cost, and we hope this clarifies our commitment to resolving the issue. If you still have concerns, please reach out directly, and we’ll make sure to address them.

Posted 5 months ago

“I would love to leave a positive review, but I'm still waiting for my order to be sent. I have already requested a refund without a reply. I definitely wouldn't use again.”

Helpful Report

Posted 6 months ago

Dear Simon, Thank you for your feedback, and we’re truly sorry to hear about your frustration. We want to clarify that we did reach out to you on multiple occasions to inform you that the item you ordered was out of stock, and we explained that a refund would be processed. We did not receive a response to these communications, which unfortunately delayed resolving the issue. If you check your bank statement, you will see that the refund has already been issued. We understand this situation has been disappointing, and we certainly did our best to keep you informed. We regret that you feel this way and hope this clears up any confusion. Best regards,

Posted 6 months ago

“all of the fluorescent bulbs are smashed on arrival.”

Helpful Report

Posted 6 months ago

Dear Richard, Thank you for your feedback. We’re truly sorry to hear about the damage to the bulbs in your order. However, we feel that the 1-star review may not fully reflect the situation, as we have not yet had the opportunity to address or resolve the issue with you directly. We always strive to provide the best possible service, and if we’d been made aware of the problem, we would have been more than happy to assist with a replacement or solution. We kindly ask that you reach out to us at 01494 880099, so we can make things right. Your satisfaction is very important to us, and we hope we can resolve this issue to your liking. Best regards, Customer Service Team

Posted 6 months ago

“Ten days later I have still not received my lamp . I know it is the festive season and there coulld be delays. But when I send an e-mail to query it I get no reply.”

Helpful Report

Posted 6 months ago

Dear annie, Thank you for reaching out and for your patience. We apologize for the delay in receiving your lamp. We understand your frustration and want to assure you that we did respond to your inquiries on two occasions. After the festive season, our warehouse experienced a significant backlog due to the high volume of orders, which caused delays in processing and shipping. Please know that we are doing everything we can to get orders dispatched as quickly as possible, and we appreciate your understanding during this busy time. We sincerely apologize for any inconvenience this has caused. If you need further assistance or have any additional concerns, please don’t hesitate to contact us, and we’ll be happy to help. Thank you again for your patience. Best regards, Customer Service Team

Posted 6 months ago

“I placed my order and was assured I would receive it within 5-10 working days. I received and heard nothing for over a month, and had to chase them to see what was happening. On the phone, the person I spoke to was dismissive, not quick to apologise and told me I would recieve my order within the next week. I received nothing for a further 4 weeks, at which point I chased again. The person I spoke to this time was more helpful, admitted they didnt have it in stock and suggested I swap my order for a similar bulb that they did have in stock... So, it took more than 2 months from payment to receiving a bulb I didn't initially order - no offer of compensation or explanation why it had taken so long - that's a long time to be left in the dark!”

Helpful Report

Posted 6 months ago

Dear Leo, Thank you for your feedback. We truly appreciate you taking the time to share your experience. We apologize for the delay in receiving your order and understand the frustration this caused. While our website does indicate stock availability, we recognize that we could have been more proactive in providing clearer updates and managing expectations around the delay. We aim to provide timely and transparent communication, and we’re sorry we fell short in this instance. Best regards, Support General Lamps

Posted 6 months ago

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 88%
Accurate And Undamaged Orders	Greater than 92%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.6 out of 5

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