“I ordered 6 lights, more than 5 weeks ago, which were all shown as in stock. Delivery was promised in 3 to 7 working days. About 10 days after the order I was contacted by email to say one light was out of stock. I replied the same day agreeing to a replacement lamp which was shown as in stock. That was about a month ago. Since then I've heard nothing. They don't answer my emails either directly or through their website. I have called several times and all you get is some music, a recording saying they are busy and an opportunity to leave a message. No one has returned my calls. I would be extremely wary of using this company.”
“Ordered a lamp and shade from them and when arrived the shade was damaged. Contacted them on there website but no reply, after several failed attempts I finally contacted them via PayPal only then did they reply.
They initially said they would provide a replacement and arrange for pickup of the damaged goods
However they have now replied to say they will provide a full refund only if I return the goods at MY cost!!
Which could amount to 50% of the value of the goods
Beware of this company!”
“I purchased several items with the view to returning the ones I didn’t use / like. I have been waiting over 10 days for a response from the customer service team. I have chased numerous times regarding a refund for the undelivered items, and have been told the money would be put in my account by an agreed date but it hasn’t! I wouldn’t buy from this company again. My advice is to avoid”
“At present I would give zero stars but that isn't an option. I placed an order 2 weeks ago and have had no communication since and I cannot get hold of anyone. Totally appalling customer service. I have requested a refund but I am dubious as to whether that will get actioned. Wish I had never ordered from this Company.”
“Dire outfit to deal with. Ordered two lamps, both so badly and carelessly packed that one arrived clearly bent out of shape. We didn't think it would be worth unpacking the second lamp. Admittedly a lady in their office arranged for the goods to be collected quickly but then after four weeks we still had no hint of a refund. So we opened a case at Paypal and chased them up by email. We got our refund just a few hours after that but what a complete fiasco and waste of our time for one floor lamp and one table lamp. I really cannot recommend dealing with this company via the internet.”
“I ordered a lamp about a week before Christmas, it said around 2 weeks delivery, as it was christmas I thought possible 3 which I would of been fine with me.
Mid January I called to ask where it is and they said they had a problem with there supplier and will be sent next day , I rang the next couple of weeks and heard the same thing.
On Friday the 7th February I rang for a final time and got told the supplier dont know when it will be dispatched and they sent me an email about this two days ago.
I find this poor survice and personally wouldn't use this company again.
7 weeks waiting and very little communication.”
“I ordered 4 lights from Lighting by Paul. They arrived promptly but one light shade was stained. I immediately sent a photo (of the shade still in the packaging) but after a week had heard nothing. I tried phoning three times but only got an answer phone, I left a message. I also filled in the form on their website. No response at all. I thought the company must have gone into liquidation. I emailed with a query on one of the other products I'd bought and received an immediate response so I then knew the company was still active. I replied thanking them but saying I was disappointed I'd had no reply about my damaged lamp shade. I received a reply saying they were very busy. That was over a week ago and I've still heard nothing more. It’s very poor customer service and I am now out of pocket as I will have to buy a new lampshade. The company obviously isn't interested if any of the goods received are unacceptable. At least it wasn't an expensive light fitting that was damaged. Please be warned, this company has no interest if any of your goods arrive damaged.”
“I ordered 4 lights from Lighting by Paul. All arrived promptly but one shade was stained. I sent a photo (of stained shade still in packaging) but heard nothing for a whole week. After a week I tried phoning 3 times but only got an answerphone. I did leave a message but no one phoned back. I filled in the form on the website but again heard nothing. I thought the company must have gone into liquidation. I had a query about one of the other lights I bought and received a quick response so then I knew the company was still active. I emailed back to thank them for the reply but said I was still waiting to hear about the unacceptable, stained lampshade. I received an email saying they were really busy, that was a week ago. Nothing since then. Very disappointing and totally unacceptable. It seems this company is OK until something goes wrong and then they won't sort it out. Please be warned. At least it's only a shade so I can buy a new one elsewhere but I shouldn't have to. It could have been an expensive light fitting.”
“Would be an excellent product (bought Rollo Searchlight 3171WH) if LED lamp could be replaced. The LED lamp is integrated which means that if your lamp blows you have to replace the entire fitting.
This could prove a very costly lamp change, especially on ceiling fittings with three spotlights!”
“Paid for light, website said product was in stock. I was contacted 3 days later to say I wouldn't get it for 3 weeks. I've sent 3 emails and called 4 times without reply. Now I know why the most recent review was 8 months ago, the score is not reflective of current customer service. I will update again when I finally get a response! Disappointing....”
“Paid £145 for a floor lamp and expected better than something which had I bought for a fiver at a car boot sale would have disappointed me. Six individual marks, blemishes and badly fitting pieces and then a faulty lamp holder. Quality control? Yep, that's what I wondered. Lighting by Paul were helpful although I am told that the collection was not ordered with the courier as promised and a discount for a replacement nowhere near what was expected for the huge inconvenience. Would not now buy again from the company nor its many subsidiaries.”
“I sent an email yesterday - Sunday 15th November - re: glass fronts on lights not fitting properly. I was unable to attach the photos to the Complaint Form as it said that no file was found, so I sent the photos via email to Paul Lighting.
I have not heard back as yet with regards to the replacements and for this I am not impressed and utterly disappointed as my lights look ridiculous on the walls of my lounge.
When am I going to get a reply????????”
“The lights that I bought cost me £90 plus pounds each. But the quality of the finish was extremely poor. If I did not know better I would very easily have assumed that it was made in China. It has not been set up yet but I don't think I am going to be very impressed! In total the quality for what I paid for was disproportionate.”
“I am extremely disappointed by the service I have received from Pauls lighting! or is it Ocean lighting!?
I placed my order online and did not receive confirmation so the next day I called the phone number on the website and was told that the order had been processed and I would receive an email about the delivery very soon, which I did, no complaints about the delivery service it was excellent.
When my light arrived it was the wrong colour!!! I called immediately and was told it was my error??? therefore I have to return the light at my own cost approx. £37.00.
As I did not receive confirmation/invoice of my order there was no way I could check my order,I asked for a swap but unfortunately I was faced with a 'no can do' response. Very disappointing!! I am decorating my new home throughout and due to this poor level of service I will go elsewhere for my lighting in future.”