Pooky Reviews

Name: Pooky
Address: Cotswold 3 Barnwood Point, Corinium Avenue, Barnwood, Gloucester, Gloucestershire
Rating: 4.90

4.9 Rating 30,379 Reviews

98 %

of reviewers recommend Pooky

4.9

Based on 30,379 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	98%
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
Returns & Refunds
Refunds Process	Very Easy
Returns Process	Easy

Pooky Lighting Review Excellent company to deal with. Will be buying lots more. Very happy

Visit Website

Phone:

0207 351 3003

Email:

hello@pooky.com

Location:

Cotswold 3 Barnwood Point,
Corinium Avenue, Barnwood,
Gloucester
Gloucestershire
GL4 3HX

5616

Anonymous

Anonymous // 01/01/2019

Filter: Rated 3 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I rate my recent experience three out of five - the quality of the product was appalling but the customer service was good. I bought two Pooky Wooden table lamps for which I paid £50 extra to have them painted in a Little Greene colour. I waited several weeks for these to arrive and I am still shocked at the quality of the painting.”

Helpful Report

Posted 4 years ago

We are so sorry to hear that you have been so disappointed with your Pooky items! I understand that you have been in touch with customer services and they have been assisting with this. We are hopeful that you will try us again in the future. Best wishes, Jessica

Posted 4 years ago

“Great choices of lamps and bases, however, the quality wasn't as good as I had hoped for, given the price. The base of the lamp we purchased was uneven so it wobbled and was unsteady, which seemed a bad design fault so we returned it.”

Helpful Report

Posted 4 years ago

Sorry to hear that your lamp was wonky, Jo! It can happen here and there that a product is not 100%, and we are more than happy to rectify in these rare instances. If you would like to try another lamp, please do get in touch with customer services and we would be more than happy to assist! Our email is hello@pooky.com. Best wishes, Jessica

Posted 4 years ago

“Love your lampshades but always feel short changed”

Helpful Report

Posted 4 years ago

Hi Tam- I'm so sorry to see you feel short-changed by our lampshades. I can see you have been a loyal customer of ours over the last couple of years, so I'm slightly shocked that you would feel this way! I would love to discuss this with you, so we can find out some more details? If you could possibly give me a call on 0207 351 3003 that would be great. Best wishes, Becci

Posted 4 years ago

“First delivery goods were broken, but no problem to get sorted out have my lovely new light!”

Helpful Report

Posted 4 years ago

Beverly, we are so sorry that your original order arrived damaged. We are glad that we could get a new one out for you straight away and get it replaced. Best wishes, Kitty

Posted 4 years ago

“Beautifully made , however the colour was wrong. The returns process was not easy however I did so and am waiting for my refund....I have placed an order for similar but in different colours ...had an email to say DPD would deliver today ( they havent ...went through this process with the previous order). Please change your delivery/returns process....you should include a returns label!”

Helpful Report

Posted 4 years ago

Sorry to hear you have found the returns process tricky, Veronica! We use a standard online returns process where the customer generates and prints their label (s) as required, so we aren't printing excess labels which are then not used. CollectPlus/DPD operate this same system with many other online retailers. I can also only apologise that you have been receiving delivery emails too early - this is something we have raised with DPD, as they are sending automatic emails once they have collected from us and not as delivery is due to take place. On the actual day of delivery, they send out a time slot so you know exactly when to expect your parcel. If you have any questions at all about the returns process, do feel free to get in touch with our team at hello@pooky.com. Best wishes, Jessica

Posted 4 years ago

“I have just had the lights fitted and it is frustrating as the electrician has not been able to fit them flush to the wall and so they are slightly loose and its not possible to tighten them. I am worried that this will become a real problem as they are designed so you can turn the light in different directions and the action of doing this over time may effectively lead to the lights becoming really loose and hanging off the wall. The way they fix does not feel strong and secure which is really disappointing and spoils the look of them.”

Helpful Report

Posted 4 years ago

Sorry to hear you have had some issues with your fittings! This is most unusual so I can only apologise that you have experienced this problem. The lights are fitted onto brackets, and brackets onto the wall, so that they are secure and strong enough to support the movement. I understand you are in conversation with our customer services team so hopefully we are able to get this resolved for you! Best wishes, Jessica

Posted 4 years ago

“Purchased pumpkin clear glass shade with swan neck fitting, and they are very pretty. However, the quality is not great, and left my electrician cursing in despair with fitting them. I too have been suffering as i have attempted to fit the fiddly, and not very strong shades to the swan neck with a screw up fitting that mis-screws all the time. Similar looking lights (lawrence) were considerably more expensive, but then the quality was so much better - no surprise there. Delivery and service have been excellent, which is not that common in these times, so might well use again.”

Helpful Report

Posted 4 years ago

Sorry to hear that you have had some troubles fitting your Pumpkins! Fitting glass shades onto the fittings can sometimes be a little fiddly, but still straightforward. With the fittings, you just have to make sure the shade rings are correctly lined up with the thread on the fitting, otherwise they don't catch correctly and won't screw up correctly. Given the delicate design of the Pumpkin, they are quite a light and dainty shade but once in place they are secure and stable. If you are still having issues, do get in touch with our customer service and they can offer some assistance and advice! Best wishes, Jessica

Posted 4 years ago

“It's fine. It would have benefitted from some adequate and matching screws sufficient to bear the weight of the Pooky light to which it is attached. It was a nuisance to have to get them separately. Additionally, it would have been helpful if Pooky stocked matching hooks from which to hang the chain to position the light in alternative locations. They exist as I was able to buy them elsewhere. When I phoned Pooky to ask about them, the response was rather indifferent. Overall perhaps the name Pooky located in Chelsea Wharf should have warned me that this is not a 110% committed and serious enterprise. Would I buy again? I might but Pooky would not be my first port of call. Incidentally, the Pooky light (shade) referred to above and ordered separately could arguably be considered a second. The offer was made to my wife to replace it, but what a nuisance!”

Helpful Report

Posted 4 years ago

Many thanks for your honest review! We are sorry to hear that you had to source alternative screws for your pendant - this is not something that is a common issue with our pendant kits and we are confident that the screws supplied are more than sufficient for the weight of the shades we use on the kits. We don't supply or stock any extra hardware unfortunately but we are glad to hear you were able to find something suitable. I can absolutely assure you that we are 110% a committed and serious enterprise and we pride ourselves on our products and customer service, so I can only apologise that you don't feel your experience was of such a high quality. In instances where our customers don't feel the quality of an item is up to scratch, we are quick and efficient to find a solution that works best for the customer. Given the number of products that we stock, our warehouse is unfortunately not able to check every piece that goes out, so on rare occasions there are some pieces that slip through the net, but we are always able to offer a solve. Apologies again that your experience was not as you were expecting, but I would love for you to try us again in the future! Best wishes, Jessica

Posted 4 years ago

“Website very misleading as regards free delivery . Northern Ireland seems to have become part of the Highlands and Islands which in my understanding refers to Scotland . The staff were not all that pleasant when it was brought to their attention ,but eventually they waived the delivery charge with a domed hat bad grace !”

Helpful Report

Posted 4 years ago

Hi and thanks for sending in your review. We look at them all and use them to try and improve. We've been using that form of words for 6 years and this is the first time that it's been cited as misleading by a customer. The origin of the form of words was not to mislead but to try and keep it short and succinct. The Isle of Man, The Channel Islands - they fall into the designation of "Island" as well. And we do make it clear in the "Delivery and Terms" tab in the website. However, as a result of your raising this, we have amended the short form to state "Mainland UK" for free delivery, excluding Highlands and Islands. i hope this will be clearer. Thanks again for raising - we're always grateful for frank feedback, good or bad. Tim

Posted 4 years ago

“Not sure just now as waiting for a replacement. Ordered a lamp, which came and was lovely but blew all the fuses in the house when plugged in. Clearly a faulty lamp. Telephoned Pooky and was asked instead to send an email. So now waiting to get it resolved. Disappointed just now, but hope it will get sorted out.”

Helpful Report

Posted 4 years ago

So sorry that your lamp caused such problems, Elizabeth! It doesn't happen very often at all, but we do have the rare occasions where a product is not 100%! Our warehouse will randomly check all new stock (they are not able to check every item sadly, this is just not possible) which can mean we have something slip through here and there. I can see that you were able to collect your replacement today so hopefully that is all sorted for you and you feel satisfied. Just let us know if you need any further assistance with this! Best wishes, Jessica

Posted 4 years ago

“Love the lights but expected shades to be changeable up or down so now all at wrong level which looks wrong. Can these be made so they can be put either way up like other makers?”

Helpful Report

Posted 4 years ago

Sorry to hear that the shades did not work for you, Lizanne! For the shades to work with down facing fittings, you will have to choose a 'pendant' shade specifically, as our fittings are either at the top of the shade or the bottom. You will find online that any down facing fittings will only be shown with an 18cm Pendant shade, as this is the only shade that works. We have chosen to not do the mutli fitting shades, as we found that the fixed gimbles are longer lasting. If you have any further questions or queries about your shades, please don't hesitate to get in touch at hello@pooky.com or give us a call on 0207 351 3003. Best wishes, Jessica

Posted 4 years ago

“Please with the item, it is accurate to the description, however I am disappointed that the lampshade arrived with a series of 4 small dents along the base of it, opposite to the seam too so I can’t really hide it.”

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Posted 4 years ago

“I have been super happy with the one purchase I made and they look great. Unfortunately, my experience (and separately my designers experience) with the staff at the Lots Road Showroom was some what disappointing. On two different visits, the staff were quite rude, sat behind their protective screen and just pointed to products using names which were unfamiliar to me as the client. Referred to everything being on the website - I wanted to look at the product from a finish and size point of view so it was pointless referring me always back to the website. Why else was I in store? Overall customer service was appalling and left a bad taste - in fact I brought two of the products elsewhere because of my second experience in the showroom. You need to add how did you communicate with the company with a 4 box - in person!”

Helpful Report

Posted 4 years ago

Hi Teresa and thank you for your review. I'm so sorry to hear you haven't had the best experience in our showroom - it comes as a bit of a shock if I'm honest as we put so much emphasis on good customer service and our ratings are almost universally extremely positive. Our showroom team are briefed to greet, to welcome, to offer assistance without being pushy, to be there to help if required. And they are generally very good at it. With the current restrictions in place, we are all having to work behind screens but are more than happy to be up helping customers when they require some assistance. We often bring out our iPad to reference the website as this is the best way to see what is currently in stock, and we can then point out any chosen items in the showroom, but we absolutely understand the need to come in and see products in the flesh. I can only apologise that your visits have not felt satisfactory! We will definitely follow up and find out what happened - would you be able to tell me when you visited please? You can email hello@pooky.com and address to Jessica. Best wishes, Jessica

Posted 4 years ago

“Looks very nice when not on, but it’s a much brighter yellow than when the lights on than appears in the photos online. We are fortunate to have smart bulbs so we were able to adjust the bulb brightness and warmth until it looked a bit more like what we wanted. Also come with no instructions for how to hang/adjust the length of the cable.”

Helpful Report

Posted 4 years ago

Hi Hannah, Thank you for your feedback but sorry to hear the lamp wasn't what you had expected. We do our very best to portray our products as accurately as possible with multiple images and descriptions on our website but of course we cannot control how these images are seen on different screens. Due to screen resolutions differing on each persons computer it can sometimes look different so I am sorry if that was the case in this instance. We will certainly review the photography to ensure we are showing these as accurately as we possibly can. Best wishes, Daisy

Posted 4 years ago

“Delivery was very fast and professionally done. The quality of the lampshade, though, was a bit disappointing. There were a couple of dark spots on the yellow jute. Also the pink interior is much stronger than I thought according to website photos.”

Helpful Report

Posted 4 years ago

Hi Carolina, So pleased you were happy with the service but I am sorry the shade had some black marks. I do hope you got in touch with our customer service team to help you sort that out but if not please do drop an image over to them on hello@pooky.com and hopefully we can help you out? Regarding the lining we have tried to display this as clearly as possible, with multiple images including a "Lights on" image however it can hard to control how each computer resolution is set up to display this the same so I am sorry if this was not as you expected. We will review the imagery to ensure we are showing this as clearly as we possibly can. With best wishes, Daisy

Posted 4 years ago

“We are delighted by the light and look forward to seeing it hang in our Victorian lounge. We are also keen to make other purchases. We were surprised that the light did not come complete and that an integral part had to be sent which delayed the installation and the electrician. We are hoping this is a one off.”

Helpful Report

Posted 4 years ago

Thanks, Steve! We're so happy to hear you are so pleased with your light! I understand that the washers were missing from your order originally, so I can only apologise. They are usually taped to the top of the pendant so it is very unfortunate that these were missing from your order - though I'm happy to see we had some sent out to you straight away. Best wishes, Jessica

Posted 4 years ago

“Unfortunately the items I purchased arrived damaged and I had to return them. The process of returning the items initially seemed convoluted, however the ladies I spoke to on the phone were very friendly and helpful. I will definitely be using Pooky in the future, love their prodicts, however I will probably pop into the shop next time instead of purchasing online.”

Helpful Report

Posted 4 years ago

Thank you so much for getting in touch. We are sorry to hear that your item arrived damaged but we are glad it was all sorted out for you quickly. We are an online shop so if you do pop into our showroom in London you won't be able to take anything away but we can place orders for you and help with any questions. Do let us know if we can help with anything else in the future. Best wishes, Kitty

Posted 4 years ago

“Lovely lamps but one was badly damaged which is why I am only giving 3 stars. However, this was rectified and a new one was speedily sent which - 5 star service!”

Helpful Report

Posted 4 years ago

I am so sorry to hear you received a damaged lamp but thrilled we were able to replace that for you nice and quickly. Damages can happen in transit and although deeply frustrating we know it is unavoidable so try and resolve as quickly as possible without too much more inconvenience to you. Very best wishes, Daisy

Posted 4 years ago

“I had previously bought this cute lamp base & was thrilled to add the shade at a great price in your sale.”

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Posted 4 years ago

Look fab Jo, thanks so much for sharing your pic with us! Best wishes, Daisy

Posted 4 years ago

“I was pleased with my new Table Lamp and Parchment Shade in Mulberry. So much so I ordered a second parchment shade in the same colour to put on one of my existing lamp stands. Unfortunately the colour match wasn’t great so they can’t be in the same room. I understand the parchment shades may be hand made but I think they also came from two different sources given their protective wrapping was different and they are just different! So, don’t expect the parchment shades to be the exact same colour if you buy several.....”

Helpful Report

Posted 4 years ago

Pooky is rated 4.9 based on 30,379 reviews