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

“The website is beautiful, the branding is great, the emails and confirmations once the order was placed were great. The delivery was on time, continuous nice branding on the box... opened box to find the two lampshades I had ordered stacked one on top of the other with just a thin bit of plastic around each. No tissue, no bubble wrap, no paper padding (or if there is an eco-friendly excuse not biodegradable stuffing) and I must say I was pretty disappointed. The effort that goes into the nicely detailed order confirmation and despatch notes creating an excitement for the product to arrive is sadly lost when you open the box to find items chucked in with what looked like very little care. Anyway, the shades are lovely and as described, I don’t usually leave reviews but just thought I’d point out this chink in the chain which spoilt an otherwise excellent service.”

Helpful Report

Posted 4 years ago

Hi Jennifer and thank you for your review. We get so many comments about packaging and i'm afraid it's an area that is really, really hard to get right - it's a delicate tightrope at best! Some customers want us to use only bio-degradable, recyclable packaging materials for example. But what this sometimes doesn't take into account is that the environmental cost of sending out goods that get broken and then must be disposed of and new goods sent out is far, far higher than using a small amount of polystyrene in the original parcel. Some people are less worried about the environmental angle, but just want whatever packaging is necessary to ensure that the goods arrive intact, regardless of what packaging we use. I absolutely agree that sometimes Pooky packaging is not the prettiest around but i really hope this doesn't translate to us not caring. The warehouse take every care to try and ensure that the products endure the sometimes rough-handling of the UK courier network, but to so so without using an undue amount of packaging. This can mean that shades will sometimes appear to be loose in their box, but in our experience, having them slightly loose in the box is a more effective way of ensuring that they do not get crushed, rather than using lots of packaging. But i am also aware that the arrival moment is an important one, when customers are first faced with the product that they have chosen with care and have been waiting for with anticipation. I promise we will take your comments on board, and try and think how we can do a better job of making sure that the goods arrive safe and well-presented, without going overboard with our packaging. Thank you for your well-considered comments. Tim

Posted 4 years ago

“I’ve bought so many shades from Pooky and always given them 5/5 - The ruby candy striped shade is the only shade of many many which I’ve bought which I am disappointed with - when the lamp is off, the reds In the stripe are a lot harsher than appear on the website and when the lamp is on (with the recommended bulb wattage) the red hues disappear altogether to what looks just like a cream shade - again nothing like the effect on the website - and i can’t return them because I have taken them out of their packaging as I thought perhaps that was distorting the light somehow. Suppose I’ll need to ebay them as I really don’t like them at all”

Helpful Report

Posted 4 years ago

Hi there - thanks for letting us know and we'll give you a call to sort this. We really don't want you to be unhappy with your shades and you're such a great Pooky customer we'll do what we can to sort this. We think the Candy stripe is a lovely gentle shade - and perhaps a slightly less bright bulb might be the answer. But whatever, we'll work this out. Again - thanks for letting us know - we'll be in touch. Tim

Posted 4 years ago

“The colour is lovely. I bought this at a reduced price in the sale I don’t think it was worth the original price.”

Helpful Report

Posted 4 years ago

Hi Julia and thank you for sending in your review. The views of customers are really important in developing our offering and we're grateful to you for taking the time to write and give your feedback. We do our best to try and find the right mix of price and quality, to produce products that our customers feel offer good value. So in the case of the parchment shade that you bought, the parchment itself is a handmade material which we think is worth the extra for its texture and for the way it transmits light through it. It is also a lined shade, laminated to a thin cotton lining that gives a little more substance to the shade, makes it longer lasting and also again contributes to the effect of the light through the shade. But we take your comments on board, and we will continue to work with our suppliers and specify materials in the ongoing search for that happy point of great quality and design at a good price. Thanks again for sending in your review. Best wishes - Tim

Posted 4 years ago

“Lovely looking but could not use the ceiling pendant as the fitting to the ceiling was very small and far too fiddly even for our electrician”

Helpful Report

Posted 4 years ago

Hi Kate- thank-you so much for your feedback regarding our pendant kits. We designed these to be as simple and subtle as possible but I do appreciate that the size may make this tricky for some installations. I will certainly pass your feedback on within the company, so thank-you again! Best wishes, Becci

Posted 4 years ago

“The staff were really helpful when we made enquiries. After we had placed our order the warehouse staff realised we had not ordered a key component and got in touch with us to tell us this. The delivery came really promptly. The ceramic light fitting was chipped on arrival but was really quickly replaced. The light fitting was not the colour displayed on the website. So we had a really mixed experience making it difficult to give a score. That said, because of the overall helpfullness of staff we wouls buy from you again.”

Helpful Report

Posted 4 years ago

“We ordered 2 pendants from Pooky. They arrived promptly and well packaged, however, when we had unpacked them and put them up, we realised that the fabrics were not matching. Pooky agreed to send another pendant, which again arrived promptly and well packaged, however, this shade was also in the wrong fabric! To make a mistake once is forgivable, to make the same mistake twice is sloppy! The problem was rectified, but it made for a stressful shopping experience.”

Helpful Report

Posted 4 years ago

Sorry that you felt your shopping experience was a stressful one, Sylvia! We take full responsibility for the errors being missed when packing your order and I can only apologise! Happy to hear that it has all been resolved and we would hope you would choose us again in the future! Best wishes, Jessica

Posted 4 years ago

“The shade is cute; but not a good value for its quality and looks...it should cost less.”

Helpful Report

Posted 4 years ago

Hi and thank you for your review and taking the time to send it to us. We appreciate that it's possible to buy cheaper lamp shades than ours - and it's also possible to spend a lot more as well. We aim to take good quality fabrics (in this case it is a hand-printed block print), line the shade with a fabric that is carefully chosen to ensure a nicely diffused light and ensure that the shade is then well-finished. But if you are in any way dissatisfied with your shade then do please let us know (hello@pooky.com) and we will of course take it back and refund you. And again, thank you for letting us know. Tim

Posted 4 years ago

“I also bought a red candlestick and candle. The candlestick was just plonked in a box with no packaging and I was amazed it arrived unbroken. My blue candlestick was beautifully packaged with care so this did seem rather odd. However it is a beautiful rich colour and I love it”

Helpful Report

Posted 4 years ago

Hi Jackie, Thank you for your feedback and I am thrilled everything arrived in good condition and you are happy with your candlestick. I will be sure to feedback your information regarding the packaging so we can ensure this was a one off but I am sorry this lack of packaging led to a negative experience for you. Please do let us know if you need anything else at all in the future. Kind regards, Daisy

Posted 4 years ago

“Delighted with my statement lamps even though a little larger than expected.”

Helpful Report

Posted 4 years ago

Very pleased to hear you were happy Anita although sorry that the lights were not as expected! We do our best to detail as much information on the website as possible, including all measurements but of course it can be difficult to manage everyone's expectations so I am sorry about that! Do let us know if you would like any help at all. Best wishes, Daisy

Posted 4 years ago

“Unfortunately the colour doesn’t match those in the photos online, less antique brassy in colour and more like a light brown. Anyway, these things happen sometimes when you order online, I contacted customer services who were very prompt and efficient and I’m sending back this week now that returns are possible.”

Helpful Report

Posted 4 years ago

Thank you for your feedback but sorry to hear the mirror 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. Our sincerest apologies again, Daisy

Posted 4 years ago

“Nice shades but colours not as advertised.”

Helpful Report

Posted 4 years ago

Thank you for your feedback but sorry to hear the Peacock silk shade 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, as well as our "lights on" function 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

“Absolutely beautiful lampshades I’m only sad o had to return them as I thought they were adjustable to be fitted to ceiling fixtures. I highly recommend pooky consider providing the option for this on their shades as we had to return ours and ended buying some through John Lewis which aren’t nearly as nice! Look forward to getting some table lamps so we can have pooky shades”

Helpful Report

Posted 4 years ago

Hi Kate, Thank you for your feedback and I am sorry that your review has come through as negative due to the fact that our lampshades are not made with the fitting type you required. We do try and make this clear on the site but of course there are always things we can do to improve visibility for this kind of information and we will endeavour to work on that. Unless stated otherwise our lampshades are all made as base fitting fixed gimbal shades as these are the most reliable and long lasting fitting types. We did investigate the idea of have a swing gimbal that would allow for the shades to be used on either ceiling fittings or base fittings however we found that these fittings become weaker and weaker over time and eventually stop allowing for the shade to sit straight when used on table lamps or floor lamps, as the majority of our shades are. Our number one priority is the quality of our product so we made the decision to produce the majority of our shades in this way. We do a small range of pendant shades and are developing this yearly but of course we may not always have the right thing for everyone and I am sorry that was the case for you. Please feel free to give our customer service team a call to find out about availability of the pendant shades to see if we might be able to assist you in finding the right shade in the meantime. Best wishes, Daisy

Posted 4 years ago

“The lamp and shade is lovely and true to it's appearance on the website. Only criticism is the recommended bulb which I ordered thinking it would work for the lamp didn't. When it arrived the bulb was too large as it was poking out the top, which was disappointing.”

Helpful Report

Posted 5 years ago

Hi Alice - Thank you for your feedback. We're glad that you're pleased with your lamp and sorry that the bulb is poking out the top of the shade. This is because of a bug with the bulb matcher and so thanks for pointing it out. We'll fix it on the site and of course, we'll happily send you an alternative bulb that should work. Sorry for the inconvenience. With regards - Tim

Posted 5 years ago

“I would expect/appreciate some instructions for fitting new cord and fixtures.”

Helpful Report

Posted 5 years ago

So sorry to hear that you are having some trouble installing your new items! We would be more than happy to give some advice, so do feel free to give us a call on 0207 351 3003 or send us an email with some photos and we will get straight back to you. Best wishes, Jessica

Posted 5 years ago

“I like pooky and have order a lot of stuff from them. The lampshade I ordered looks great but I noticed on receipt of the lampshade that the frame had slightly broken. I can’t be bothered with the hassle in sending it back but it’s not ideal.”

Helpful Report

Posted 5 years ago

Oh I am sorry to hear that! We would always encourage you to get in touch with our sales team should you receive something in that condition. Whilst I can appreciate the lack of ability to return at the moment we would still want to try and help you out if we can? If you are willing please do send an image over to hello@pooky.com so one of the team can take a look and offer some assistance? 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. Best wishes, Daisy

Posted 5 years ago

“My order arrived in good time but sadly one of the items was damaged and obviously so. I will have to return it. Was it not checked before being sent to me? It’s such an inconvenience and surprising for what I consider to be an expensive high end store.”

Helpful Report

Posted 5 years ago

Hi there! I’m sorry to see one your items has arrived damaged. We do check a percentage of goods upon their arrival to our Warehouse but we are not able to check 100% of these, which does sometimes mean items are received with small imperfections. I would encourage you to get in touch with our sales team at hello@pooky.com or drop us a line on 02073513003, and we would be more than happy to arrange replacements for you! Best wishes, Becci

Posted 5 years ago

“I love the Lights that I have bought recently (pendants mostly and a lampshade) however when ordering the coolie shade it didn’t have the corresponding kit in stock so I’ve got to wait a month which is frustrating as i had my electrician all lined up to fit them.”

Helpful Report

Posted 5 years ago

Thank you so much for your feedback and we are so pleased you were happy with your purchases. Our apologies that some other items you were after were out of stock at the time. Obviously this can happen, although we do our best to avoid it, as we do get larger orders that we cannot predict and they can wipe us out expectantly! We do our best to keep our stock up and preempt demand but this is not always possible so I am sorry about that. We do have a notification list for any items coming back into stock so hopefully you have been added to that but if you have not been in touch with our sales team already about that please do email them on hello@pooky.com and we can make sure you are on the list, should you still want them! With best wishes, Daisy

Posted 5 years ago

“The lights are great. Delivery experience was horrendous, the courier threw my package in the front garden and forged my signature to say it had been delivered. I found it after two days of rain, luckily the light was unharmed. Needless to say i won’t shop here again until Pooky use a better delivery service.”

Helpful Report

Posted 5 years ago

I'm so sorry to hear about your delivery experience. We will take it up with DPD. As i'm sure you will understand, when contracting out delivery, then you lose control of the quality of that service. Some companies deal with this by doing their own deliveries but we wouldn't be able to do this at a cost that would make sense. So we continually test other suppliers in the market and do what we can to get best service levels. But from time to time, there is an awful experience such as like the one you have had. We always encourage customers to let us know about their experience as quickly as possible so that it can be taken up with the driver. I'm glad that the light did finally get to you and that it was not harmed by its poor treatment. Again, sorry for the bad experience. If we hear anything back from DPD then we'll let you know. With regards - Tim

Posted 5 years ago

“Nice mirror, badly fixed on the reverse- hanging fixtures at odd angles don’t correlate to hang it straight. Very irritating.”

Helpful Report

Posted 5 years ago

Hi there and thank you for your feedback. This doesn't sound right to me so I expect you have received this with the fittings incorrectly fitted. We have one hanging in both of our showrooms with no problems at all. If you can send pictures over to our Sales team on hello@pooky.com then we should be able to sort that for you in no time? We would always encourage customers to contact us first if you have any issues with your products, in most cases we can resolve those issues for you straight away. With kind regards, Daisy

Posted 5 years ago

“I ordered two of the same mirrors in error. The mirror quality is fab however disappointing that returns doesn’t include Northern Ireland when your happy to deliver to Northern Ireland’s”

Helpful Report

Posted 5 years ago

Thank you for your feedback and I am sorry that we are unable to offer free returns from Ireland. We do our best to make this as clear as possible on our site so you are aware of the possible charges if you do decide to return. Unfortunately, as I am sure you are already aware, couriers do charge extra for items that are heading to Ireland, although we do our best to swallow as much of the costs as possible we do need to ask for some assistance from our customers when sending parcels. Regarding returns this is simply something we cannot offer unfortunately, based on the size of items we send. There are limits to the options available to us when offering free delivery and returns but we will continue to keep our ears to the ground for any alternatives we can find in the future to entice you back to us! Best wishes, Jessica

Posted 5 years ago

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 Reviews