Pooky Reviews

Name: Pooky
Address: Cotswold 3 Barnwood Point, Corinium Avenue, Barnwood, Gloucester, Gloucestershire
Rating: 4.91

4.9 Rating 29,504 Reviews

98 %

of reviewers recommend Pooky

4.9

Based on 29,504 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	99%
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

5090

Anonymous

Anonymous // 01/01/2019

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

“Would not recommend if you live in Northern Ireland. Very costly to return if not suitable”

Helpful Report

Posted 1 year ago

I am so sorry that you have had trouble with returns from Northern Ireland. We try to offer free returns as much as possible, however free overseas returns are not something we are able to offer at the moment. Best wishes, Emily

Posted 1 year ago

“I never got a product that wasn't faulty and I have placed 4 orders to date. Really poor quality control”

Helpful Report

Posted 1 year ago

Thank you for your feedback and I am so sorry to hear that you have had this experience with us. We try our hardest to make sure you receive your goods in perfect condition but of course sometimes - whether in the factory or in transit - things do happen and when they do, we try and put them right as quickly as we can. If there are any outstanding issues then please do get in touch with our customer service team at hello@pooky.com Best wishes, Emily

Posted 1 year ago

“Real disappointed with our first ever purchase from Pooky. Product arrived damaged and I wasn't impressed with the support to be fair. We were asked to send it back and wait for a replacement. We had to carry the parcel to the post office at our time and expense (fuel) and also wait some more days for another parcel to arrive. This was also a wedding gift / new house gift and it lost all momentum when it arrived in such a state. Surely some quality controls need to be put in place, reading other reviews this seems to be a frequent issue.”

Helpful Report

Posted 1 year ago

Hi there Diana, Thank you for taking the time to write a review. I am so sorry that your first experience wasn't up to our usual standards. I can understand why you were frustrated seeing this was a wedding present so I can't apologise enough for this. I can see that a replacement was sent out to you the same day so I am happy we were able to rectify this for you within two days. please do get back in touch with us if you have any further questions or worries. Kindest regards, Em

Posted 1 year ago

“Parcel has never arrived.”

Helpful Report

Posted 1 year ago

Hi there, I'm so sorry to see you had delays with your delivery. I've checked the tracking for this and can see that you have now received your order, which I'm so glad about. I've looked into this, and can see that we dispatched your order on the 19th December, and unfortunately due to delays in our couriers systems and the bank holiday closures, this was then held at your local depot. You should have received notification from DPD directly explaining this, I'm sorry if you didn't receive these. I've arranged for a member of our team to give you a call today to ensure that everything has been received as expected. Best wishes, Becci

Posted 1 year ago

“I ordered the Regular Wisteria Table Lamp but when it arrived it had several bubbles in the glass and had to be returned for a replacement. The replacement arrived but was packed in styrofoam as per the first but without a bag covering the lamp. The poor packaging meant some of the styrofoam had disintegrated during transit and had lodged itself between the glass and brass base which could not be removed and spoiled the overall clear effect of the lamp. The replacement was also returned along with the lamp shade. As a busy professional, I gave up and decided If the company could not get this right they did not deserve my custom.”

Helpful Report

Posted 1 year ago

“I wish I could give a good review but still waiting for delivery after 14 days. Urgently switch courier.”

Helpful Report

Posted 1 year ago

Hi Elliot, I have looked into your situation and completely understand your frustrations. The delays with your delivery were due to industrial strike action taken by our chosen couriers, and I'm so sorry that this has affected you in this way. I can see we have now arranged for this to be sent with an alternative courier and this should be with you tomorrow before 10:30am. I will make sure this is followed up to ensure the safe delivery of your lamp, but of course please do not hesitate to reach out to us should you need to in the meantime. Best wishes, Becci

Posted 1 year ago

“Still not received parcel and you are asking for a review on service are you joking”

Helpful Report

Posted 1 year ago

Dear Geoff, I'm sorry to see this review and understand your frustrations with this, and I'm sorry for the delays. I've looked into this and can see that a parcel was successfully delivered to you on the 5th December, and you have now reached out today to confirm that you are missing part of your order. We would always encourage customers to reach out so we are able to resolve issues like this nice and quickly. I've looked into this and can see that a second parcel was scanned at your local depot on the 5th December by our couriers but we haven't had any updates since, so we will reach out to them to confirm the status of this. In the meantime, I can see we have arranged for this to be dispatched again so this should be with you very soon and I'm sorry for any inconvenience this will have caused for you. Best wishes, Becci

Posted 1 year ago

“Very disappointed. It cost me 80 pounds to bring it back to France by DHL. I've never been warned about it.”

Helpful Report

Posted 1 year ago

Hi Charlotte, Thank you for leaving a review and letting us know about your experience - I am so sorry that this was not clear enough on our website about charges for shipping to other countries and we will look into improving this in the future. Shipping charges do change due to weights and dimensions and we try to charge an original flat fee to cover most of the charge upfront. My deepest apologies for any frustration caused. Best wishes, Mara

Posted 1 year ago

“Ordered 3 glass pendant lights and they were so poorly packed that one was smashed into pieces. Pooky arranged for a courier to pick them up straight away which was fine but packing department needs to up their game. Your profits Pooky!”

Helpful Report

Posted 1 year ago

Hi Antoinette, Thank you for letting us know and I cannot apologise enough to see that this has happened to your product. This is something we will speak to our warehouse department about as I completely understand any disappointment you have experienced. My deepest apologies. Best wishes, Mara

Posted 1 year ago

“Terrible communication. Received emails telling me item had shipped, nothing arrived. Turns out they were mistaken. Then got two emails with two different tracking numbers and two different delivery dates. One arrived, the other is a mystery! Probably someone else's order. Lamp was OK but the finish was mediocre compared to descriptions and expectations from the site.”

Helpful Report

Posted 1 year ago

Hi Claire, I am so sorry for the confusion with your delivery. I can see that our warehouse made a mistake with the original labelling and this led to the confusion with the first tracking number and the delay with your delivery. This is very rare but very disappointing that you had that experience and we have made sure to feed it back to the warehouse so they can be extra careful in future. As unfortunate as it is, mistakes do happen and when they do we try our best to correct it as quickly as possible. Hopefully your feedback will ensure this doesn't happen for other customers in the future. If you are wiling to share any images with our team to show the finish issues you have expressed then we can certainly see if there is anything we can do to help? You can send them through to hello@pooky.com. Many thanks and sincere apologies again, Daisy

Posted 1 year ago

“Purchased a small orange cookie pendant to match 4 I already have in my lounge. Massive parcel arrived with clearly the wrong pendant (smashed) inside. Not what I ordered and frustratingly the one I did now out of stock. Customer services very responsive but bottom line is I have had inconvenience and not the goods I purchased.”

Helpful Report

Posted 1 year ago

I am so sorry to hear you had an issue with your order. I am sure my colleagues who tried to help with this will have already alerted our warehouse to the mistake but we apologise again for the inconvenience caused. I can see we have already refunded you for the incorrect item that arrived broken and await your confirmation, on return from your holiday, as to when we can arrange collection of the kit in order to refund that for you as well. Please do get in touch once you are home and we can organise that asap in order to get it out of your way but my profuse apologies again for the inconvenience caused. Best wishes, Daisy

Posted 1 year ago

“This was an utter nightmare to try and fit. It came with zero instructions, half the screws you required where not present and it’s a totally non standard fitting. Hired two different decorators to help try and fit after and no one could get it to work.”

Helpful Report

Posted 1 year ago

“Great product, but…… Pooky supplied with the wrong colour wired cables - 240v (brown/blue)But it should have been supplied with low voltage (red/black) . Blow the product and had to re-order at my cost.”

Helpful Report

Posted 1 year ago

Hi and thank you for letting us know about this. This was a problem with old stock wiring colour which has been rectified but should never have happened. Of course we will refund you the costs and we apologise sincerely for the inconvenience caused. Very, very sorry. With regards - Tim

Posted 1 year ago

“I ordered this in Jade however recieved it in Turquoise. Kept the shade as i liked the print, however wasn't able to use it in the room we originally bought it for”

Helpful Report

Posted 1 year ago

Hi Tori, Thank you for taking the time to let us know about your experience. We are so sorry to hear that the drum shade in Liberty's 'Hera Plume' in jade was not fit for the intended purpose. This is something that will be passed on to our production team to evaluate in the future. Please do let us know if you need anything further in the future. Best wishes, Mara

Posted 1 year ago

“Recently widowed, I haven’t bothered contacting Pooky so they haven’t been given the chance to redeem themselves. Purchased a wall light and because the fuse was faulty, blew the electrics. Then have had to rewire the plug because that was loose and the light didn’t work. Bought the lightbulb from them, so it wasn’t that. Previously purchased a lampshade and was delighted with that. Disappointed ☹️”

Helpful Report

Posted 1 year ago

Sara - I am very sorry to hear about your loss. Everything else seems so unimportant and trivial in comparison. We are sending a fuse and a new bulb as from the sound of it, the bulb is the problem. Occasionally, if they get knocked in transit, they can cause a problem and trip a fuse. But let us know at any point in the future if you'd like any help or advice or just to return the light and we'll do what we can to help. Once again, sorry. Yours sincerely - Tim

Posted 1 year ago

“Having been an excellent customer over the years I am now disappointed by the lack of communication concerning my latest order. Over a week ago I had asked for an update on a failed delivery and the response was not the habitual customer concern I had been used to. Instead, the responsibility was passed on to the courier service. My arrangement is with Pooky NOT the delivery people and at the very least I would have appreciated a message to manage my expectations.”

Helpful Report

Posted 1 year ago

Hi Catherine, Thank you for letting us know about your experience and we can not apologise enough that this has happened. This has been raised with higher management and with our warehouse team. We can completely understand your disappointment and sympathise with you fully - looking through your information now, your product will be with you tomorrow. Please do let us know if there is anything further you need. Again, we are so sorry that this has occurred and hope you can accept our apology! Best wishes, Mara

Posted 1 year ago

“The light and fitting that I brought is lovely. It’s orange bubble glass light for bathroom. With brushed Chrome. Delivery was prompt and we’ll packed.”

Helpful Report

Posted 1 year ago

Hi there, Thank you for letting us know about your experience! Please contact us at Hello@pooky.com with more information on how we can improve your experience. Best wishes, Mara

Posted 1 year ago

“Extremely disappointed with my lamp. The base was painted unevenly and the lamp shade doesn’t sit straight on the base so have to wedge it straight with small piece of card. Looks cheap and not worth the money. Contacted customer services about the issue and have received no reply.”

Helpful Report

Posted 1 year ago

Hi Jacqui- thank you for your feedback here and I'm sorry to see you've been disappointed with your order! I'm aware that we have now reached out to try and resolve this for you, so I hope you are happy with the replacement base you have received. I would always encourage reaching out to our Customer Service team on hello@pooky.com, or via phone on 0207 351 3003, so we can help rectify any issues nicely and quickly for our customers. Best wishes, Becci

Posted 1 year ago

“Design and choice- great Efficiency and organisation - poor Customer care - worse I would buy from them again but only checking and double-checking every stage”

Helpful Report

Posted 2 years ago

I'm so sorry to hear that you have been so disappointed with your experience, Benjamin! This review comes as quite a surprise, so I have had a look into the order details and can see there has been some back and forth with this order that was placed with your designer. I can see we had sent a number of emails for confirmation but were awaiting replies. Our customer service team are incredibly efficient and take a lot of care, so I can only apologise you have not felt that this has been the case. I would hope that you would choose to come back to us as I am confident you would have a different experience. Best wishes, Jessica

Posted 2 years ago

“Lost order history, failed to send another order, incorrect pricing and the pooky perks system does not work also.”

Helpful Report

Posted 2 years ago

Sorry to hear there have been a number of issues for you, Andrew! We have recently moved to a brand new website, so are just ironing out some kinks and unfortuantely Pooky Perks/Order History are things we have had issues with, although I know you have been in touch with customer service who I'm sure can resolve this for you. In regards to the pricing, you just have to make sure, as a Trade customer, you are logged into your Trade account specifically so the discount shows for you. If you require any further assistance, please get in touch with customer services at hello@pooky.com. Best wishes, Jessica

Posted 2 years ago

Pooky is rated 4.9 based on 29,504 reviews