Pooky Reviews

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

4.9 Rating 30,359 Reviews

98 %

of reviewers recommend Pooky

4.9

Based on 30,359 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

5609

Anonymous

Anonymous // 01/01/2019

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

“The lights look great but unfortunately they don’t sit flush on the wall. I exchanged a few emails with Pooky, and they did send out a connector box to help rectify the issue but this was the same size as the ones we had already used.”

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Posted 3 years ago

“Lovely designs but just not well made enough. Looks good from a distance but for lighting the quality is poor”

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Posted 3 years ago

“We returned the sconces as they didn’t look as they appeared on the pictures on line. Still waiting for my refund”

Helpful Report

Posted 3 years ago

Thank you for submitting the review. I've checked into the system and it appears that the return was received yesterday and was being processed by the returns team today. I hope you can appreciate that we have to wait for the goods to return and then to check them before refunding. The customer service team will take care of the refund once the returns team has finished processing. In our terms, we ask customers to allow around 10 days but in most cases, it is much quicker than this. Thank you again for taking the time to pass comments. Even if they raise issues, we're always grateful for feedback as it allows us to try and improve. Regards - Tim

Posted 3 years ago

“There is no denying Pookys range fills the middle market, if you cannot afford the likes of Penny Morrison this would be a good choice. Their shades are very good for the price point and I have some of their pendant lights which are nice enough. My only negative comment would be, they fall woefully short when it comes to customer service and delivery. Perhaps a victim of their own success, sales growth outweighing staffing capacity? Overall: Design: 5 Quality: 4 Customer Service: 2”

Helpful Report

Posted 3 years ago

Hi there, Thank you for your review and detailed feedback. We really do appreciate it. I am so sorry to hear we have fallen short for you with our customer service. That is very disappointing to hear as we prioritise our customer service very highly, and you will see this reflected in our reviews. I wonder if you can provide us with any more information as to how we let you down here. I have looked through our customer service inbox and cannot see any emails from yourself since April 2020 so perhaps there has been some issues with us receiving emails from you? We would love to try and make it up to you so please do call us on Monday on 0207 351 3003 when the full team are back in and hopefully we can work out where we have gone wrong here. Many thanks, Daisy

Posted 3 years ago

“Love Pooky but this purchase was a disaster!”

Helpful Report

Posted 3 years ago

We are so sorry Sara that this order was a disaster and if there is anything we can do to fix this please do email us on hello@pooky.com. I have passed on your very helpful feedback to our production team and we are truly sorry for the inconvinience caused. Best wishes, Anika

Posted 3 years ago

“Speedy and efficient service with beautiful, unique products to choose from”

Helpful Report

Posted 3 years ago

Thank you Richard. I have sent you a reply to your more detailed product review but we so appreciated your feedback. With best wishes, Daisy

Posted 3 years ago

“Lovely products but the return process was awful. I have emailed your customer service team about this. Two Collect+ locations, as mentioned on their website, were no longer taking Collect+ parcels. I wasted three hours driving around trying to find a Collect+ parcel shop. In the end, had to drive 10 miles to go to a shop that I knew took Collect+ parcels. All in all this reflected badly on Pooky. I would have a serious conversation with Collect+ as their database is not up to date. I would not use Pooky again because of this and have told others not to. Particularly as I also had to pay for the cost of the return. A waste of my time. Nice products but a disappointing experience. Suggest not offering a 5% discount on a future purchase as recompense. This is insulting. Better to offer nothing and apologise.”

Helpful Report

Posted 3 years ago

HI Jane - Thanks for sending in your feedback. Really sorry that Collect PLus weren't helpful. In 99.9% of cases, they are really good and very easy to access so we'll look into what happened here. It may be that they had a glut of returns as a result of a lack of drivers through COVID absences - it's really hit a lot of the courier companies recently. Anyway, totally agree about the 5% off a future purchase - that's a training failure with a new team member. We'll come back to you and hopefully make you a little bit happier than you are currently. Best - Tim

Posted 3 years ago

“I am never disappointed in the lampshades from Pooly, but the lamp fixtures never fit the base even if it is a Pooky base. So I am not sure whether I will continue to buy your shades, which is a pity.”

Helpful Report

Posted 3 years ago

Hi Deborah, Thank you for your feedback and we are sorry to hear you are having trouble attaching your lampshades to our bases. All our lampshades are designed to fit our lamps and should fit most UK lamps but you will just need to check if they are compatible with a B22 bayonet or E27 larger screw bulb holder. I would recommend giving us a call on 0207 3513003 or emailing us with the issues you are experiencing and we would be very happy to help you resolve these issues. We hope to hear from you soon. Best wishes, Anika

Posted 3 years ago

“Great website which shows products well and clever price points. Super slick”

Helpful Report

Posted 3 years ago

We are thrilled to hear you like the website Joe and we hope you found something suitable. If there is anything we can do to turn that 3 stars into a 5-star review please do let us know on hello@pooky.com Best wishes, Anika

Posted 3 years ago

“Ordered six items. Two haven’t arrived and one is damaged.”

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Posted 3 years ago

Hi Rosie, We are so very sorry to hear that you have not had a very positive Pooky experience. I can confirm that I sent out the 2 pendant kits you were missing last week and after tracking these it looks like they were delivered on the 8th January. Regarding the damaged item I can see that I replied to you regarding this and offered a few solutions which I don't seem to have had a response on. I have emailed you again to ask how you wish to proceed. We are truly sorry for the inconvenience caused and do hope we can regain your trust. Best wishes, Anika

Posted 3 years ago

“Incredibly unhelpful staff but really beautiful products. Such a shame as I'd love to go back to buy more, but don't want to have to interact with the staff again!”

Helpful Report

Posted 3 years ago

I am truly sorry to hear that Anna and it is very out of character for Pooky. I'm not able to see any trace of correspondence via email so I assume you were in contact over the phone. If there was something in particular that we were unable to help you with, I would be happy to see if I can help. Please email hello@pooky.com and I will do my best to assist you. I am very happy to hear that you love the products and so sorry that the service was not matched. We wish you a Happy New Year! Best wishes, Anika

Posted 3 years ago

“Beautiful product, but packaging could have been more protective, the shade arrived crooked and terribly bent from impact. Bubblewrap might be a good idea moving forward.”

Helpful Report

Posted 3 years ago

Hi there, Thank you for your feedback and I am so sorry to hear your shade arrived damaged. We are hugely conscious of our eco-footprint and for that reason, we have stopped using bubblewrap in our packaging as it is incredibly hard to find recyclable alternatives. We use recycled paper to protect our shades in delivery and 99% of the time that is perfectly suitable but of course, there are going to be the acceptions when the box has unfortunately not been handled as gently as we would like by the courier, resulting in damages but I am terribly sorry this happened to you. It doesn't look as though you have contacted our team directly about this so if you would like us to arrange a replacement please do email images over to hello@pooky.com and we would be delighted to help you resolve that asap. Many thanks, Daisy

Posted 3 years ago

“Purchased x3 Larger Aquila Glass shades (plus an additional fourth with the help of Pooky customer service to resolve a cracked shade upon installation). Happy with the overall effect although the design isn’t brilliant - the screws rest directly onto the glass meaning they are incredibly delicate. Understand that such product is delicate and is to be installed with caution, however even the lightest hand of a trained electrician cracked one, and there are already cracks appearing in another. Despite a very, very careful installation! (Trust us, we didn’t want to replace another!) A shame given how expensive these light fittings are - I feel anxious taking them down to replace the lightbulb and to clean inside (not something I was hoping for after spending so much money on these!). A rubber seal to protect the glass from the direct contact of screws would be preferred. I will opt for a simpler design next time. A shame!”

Helpful Report

Posted 3 years ago

Hi Jessica, Thanks for your feedback but I am sorry to hear you have had issues with your Aquila glass shades. The screws on these should not be tightened too hard onto the side of the glass as that is likely to cause damage. The top of the glass has a lip that rests on the screws to hold the gallery and shade together, it is not required for the screws to be tightened into the glass neck any more than is necessary for the lip of the shade to rest on top of them. It sounds as though this might be what is happening and therefore causing the damage to the glass that you have mentioned. If you would like us to try and help you again please do email images over to our customer service team on hello@pooky.com so we can see how best to advise you and resolve that for you? Many thanks, Daisy

Posted 3 years ago

“Good from the ordering point of view but I subsequently emailed a request for a VAT receipt (30.11.21) and apart from the email acknowledgement I've heard nothing since. Regards Martyn”

Helpful Report

Posted 3 years ago

Thank you for submitting your review. Thank you for sending your review. I have checked our systems and the VAT receipt was emailed to you on the 30th November, the day on which you requested it. It may possibly have gone into your spam. I will email it again in case you have emptied your spam in the meantime. Sorry for any inconvenience. Best wishes - Tim

Posted 3 years ago

“Lamp is lovely, but the shade is yellow outside and pink inside and no picture of it available, so wasn't evident just how pink it is when lit. Also the delivery was terrible, sent to wrong house, trying to negotiate with DPD was impossible, then resent out in two different packages. It was quite a lot of hassle for one lamp to be honest.”

Helpful Report

Posted 3 years ago

Hi Harriet, Thank you for your feedback and I am sorry to hear you had some issues. Firstly our apologies if you didn't realise the Yellow Jute shade had a pink interior. This product is called "Acid Yellow Jute with pink lining" and there are a number of images within the product page carousel to show the shade interior, both with the light on and the light off. I am truly sorry if that was not spotted and I will certainly feedback to our photography team to try and add more imagery of the interior if we get more feedback on this point. Regarding your delivery, we are so sorry that you had these issues with DPD delivery. They are always a little more stretched during Black Friday week and this can lead to mistakes but also boxes can be separated so I apologise for any inconvenience caused. Thank you again for your feedback, we truly appreciate it.. Best wishes, Daisy

Posted 3 years ago

“Product arrived as ordered but I had failed to order one small part for one of the lights so called and left message trying to speed up process. No response!! Not great?!? Re-ordered on line. All parts now here. Product looks nice but is made in China, is flimsy and my electrician had to replace a plastic section in the back of the light (which attaches to the wall) as it was too large for the casing and so the fitting would not sit flush on the wall. Luckily I have a good electrician but he was underwhelmed considering the cost. Quite disappointed because I was recommended you by my decorator for quaility!!”

Helpful Report

Posted 3 years ago

Hi Lucia, I am so sorry to hear you a. never heard back from us after a voicemail message and b. had a bad experience with the installation of the lights. That is really disappointing to hear and I am truly sorry. Our customer service team are usually very responsive with our answerphone messages so I am sorry that this was not the case for you. We will certainly try and identify what happened there so we can ensure this doesn't happen again in the future. With regards to the quality of the fittings that is a shame to hear. Our junction boxes are often designed to be installed within the wall cavity, as opposed to keeping inside the backplate. This is a tricky balance as we are so often asked for more small backplates but with small backplates comes the need for the junction boxes to be installed within the wall, allowing for the backplate to fit flush. My apologies again but thank you for your feedback, which we can use to improve our service moving forward. With kind regards, Daisy

Posted 3 years ago

“Lovely lampshade but it arrived with scratches that I noticed when I took all the plastic off. Then I saw you can't return if you have removed all the plastic. Was quite expensive so expected it to arrive in good condition”

Helpful Report

Posted 3 years ago

So sorry to hear that your item arrived with scratches! Regardless of whether the item has been unwrapped or not, if there is an issue with the quality then we will absolutely address it for you. You just have to get in touch with our customer services at hello@pooky.com or on 0207 351 3003 and we can take a look! Best wishes, Jessica

Posted 3 years ago

“Lovely looking products and the customer service is friendly, but some of the products are very fiddly to put up.”

Helpful Report

Posted 3 years ago

“Customer Service fell short of my expectations. I have always been very happy with the products. The service I received this week after receiving a faulty bulb was shocking! Video evidence requested, no recognition of the faff and hassle created. I have spent over £1,500 on products in the last few months so was very surprised and disappointed with the attitude. Hoping this was a one off. And bot reflective on what may be expectrd in the future.”

Helpful Report

Posted 3 years ago

Dear Jane, I am so sorry to hear that. I can see the email thread and I see that my colleague apologised for the issue you experienced and then again for having upset you with the request for a video. We do this from time to time just so we can make sure that the solution we offer is the correct one. Our rechargeable lamps are a new technology for us and we are asking customer for extra information so we can be sure we are not sending out the wrong thing and causing more frustration for you. The replacement bulb is on it's way to you now but our sincerest apologies again that you have been left feeling underwhelmed by our response, it was certainly not our intention and we will review accordingly. With best wishes, Daisy

Posted 3 years ago

“Pooky were great to contact, however I was told I would be added to the waitlist for two items. I kept looking on the website for the off chance what I wanted was back in stock - and lo and behold it was! However I only received an email to say it was available until about a week later, and for the other I never received an email at all.”

Helpful Report

Posted 3 years ago

Hi Lily, Thank you for your feedback and I am sorry to hear we let you down with our back in stock notifications. At the moment we are having to do the majority of these manually and whilst we try to avoid it that can lead to some delays in confirming the return of stock for some of our customers and I am sorry for the inconvenience. We are working hard to improve this but I am glad you were able to order these ahead of us notifying you. Regarding the other item you requested notification for we would only notify you once the item is actually back in stock so it may be that we are still waiting for production but please do get in touch with the team by email on hello@pooky.com or via our Chat button on the website and we can provide you with an update? We are currently working on a new function on our website that we hope to launch very soon, enabling product stock notifications to be much more reliable and take some of the pressure off our busy customer service team so hopefully this will avoid the delays for future customers. With best wishes, Daisy

Posted 3 years ago

Pooky is rated 4.9 based on 30,359 reviews