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

“Beautiful lights, however the postage to Ireland was 230 pounds which I felt was very expensive and should be reconsidered by the pooky team”

Helpful Report

Posted 5 years ago

Thank you for your response. I'm looking at this now as i think there's been a mistake here. I am VERY grateful to you for raising it. You may well have bought lighting elsewhere now but if not i hope we can tempt you back! For now though, thank you for your feedback and we'll get back to you directly as soon as we get to the bottom of this. With regards - Tim Doyne

Posted 5 years ago

“The product ordered (Astaire Floor Lamp) was fine, it just didn't look right in our home, so we arranged with Pooky to return it. Unfortunately, Parcelforce have still not showed up to collect it, in spite of emailing Pooky to request re-collection. No reply has come from Pooky either.”

Helpful Report

Posted 5 years ago

Hi Kay, I am sorry you had some trouble with your collection. I can see that my colleague booked your collection in for 3rd January (tomorrow) and this has now been settled as we re-opened today. I apologise for the delay in responding to you. Christmas is the one time of year we give the team a nice break so they can really re-boot and come back in the New Year refreshed and rested. This does cause some short term delays in responding to enquiries but our auto responses do confirm this so I am sorry that was not more evident. Glad to hear all now sorted for you though. Kind regards and Happy New Year, Daisy

Posted 5 years ago

“Unfortunately had to return 2 lamp bases as had faults.”

Helpful Report

Posted 5 years ago

Sorry to hear that there was a problem with your product. We do check goods when they arrive but there are occasionally things that slip through or they can get damaged in transit. We do make every effort to put things right as quickly and efficiently as we can and i hope that you were happy with that part of the service. Best wishes , Tim

Posted 5 years ago

“Fabulous designs and web page with good pricing structure. The descriptions and colour of items should be more detailed / exact - my lights were described as antique bronze however were definitely black (confirmed by 4 people). I then had to pay £12.00 to return them as I purchased them in the sale! borderline poor/acceptable however have given you the benefit of the doubt....”

Helpful Report

Posted 5 years ago

Thank you for your email. We accept that there are different ways in which different people interpret "bronze" or "antique bronze". I have looke online and found all manner of hues that are called "antique bronze" from midrange brown to basically black. And you are right, our antique bronze is certainly very dark. We do try hard to represent colour faithfully on the website. I've looked again at all the wall fittings (rose, elbow, swan neck) in antique bronze on the site and they are photographed as such - almost black. But i am sorry that what you received is not what you were expecting. Thank you for sending the feedback - it is appreciated. With regards - Tim

Posted 5 years ago

“Item arrived damaged however the customer service has been excellent. The company replied on a sunday and arranged for a replacement to be sent out”

Helpful Report

Posted 5 years ago

Hi Krishan, Thank you so much for your feedback. So sorry that your item was damaged in transit but glad to hear our team were able to sort it out for you nice and quickly! We hope you are thrilled with your replacement though and thank you again for taking the time to give us your feedback. Best wishes, Daisy

Posted 5 years ago

“Love these light bulbs! Perfect for my hallway. The only downside is, the package was left with a neighbour and had no delivery address, so I am surprised they made it.”

Helpful Report

Posted 5 years ago

“Lamp shades are great and came very quickly. The lamp isn’t weighted well enough at bottom and tips easily and the large amount of styrofoam packaging it came in was appalling!”

Helpful Report

Posted 5 years ago

Hi Melissa, Thank you for your feedback. I am sorry you did not find the Swing Floor lamp to have a weighted enough base. We have tested these and do feel they are suitably secure but we will certainly listen out for any other feedback we receive to this point as we highly value our customers information. Regarding the packaging we have tried our very best to reduce our non-recyclable alternatives but sadly there is no alternative for us at this stage to safely ship our larger items safely and ensuring they arrive with our customers in perfect condition. It would be far worse for the environment if we were having to send out multiple replacements due to breakages! We are constantly keeping our ears open for possible alternatives as we are very aware of our carbon footprint and how we can reduce this. Best wishes, Daisy

Posted 5 years ago

“I’m a big fan of the site and the products (check my order history to see), but this order was a little disappointing. The drop-down pendants are a significantly lighter colour than pictured. The cage for the chandelier is bent in one location and various of the arms on which to mount the glass disks were also bent. I think I have managed to bend most of them back into place, but the bend on the frame is more difficult to fix. I haven’t managed to mount it yet, but am going to see if the bend is obvious. The cage had come completely unmoored from its protection in the box, and the various cardboard struts used to secure it then damaged it. The box was punctured in two locations, so it seems to have had a rough ride. Finally - the yellow lampshades are very nice, and look as expected in the daytime, but when lit the light emitted is pink because of the lining. Not a problem with the product, but just unexpected. Very happy with previous products- rating only applies to this shipment.”

Helpful Report

Posted 5 years ago

Hi Enda, Thank you so much for your feedback and I am sorry to hear you have felt let down by on us on this order! I am very disappointed to hear that your chandelier box arrived damaged, leading to such inconvenience for you in straightening various arms on the orb fitting. Our customer service team is always on hand to try and resolve issues like this so I would encourage to please send a direct message to us on hello@pooky.com, along with pictures so we can see what we are dealing with and hopefully guide you further? Regarding the Yellow Jute shades we have tried to show the light that exudes from this shade as clearly as we can, with the added benefit of the "Lights on" function on the website so you can see how the pink glows through the shade when lit but I am sorry if this was not obvious enough. We shall certainly bear your feedback in mind and review should we get similar comments from other customers. As ever so thankful for your feedback and I do hope we can help you with the chandelier issue you experienced in transit. Best wishes, Daisy

Posted 5 years ago

“Refunds seem to cause problems I returned 2 boxes of goods , was refunded for 1 box only, I queried the rest of my refund and was informed it had been processed, I disagreed and they had to look into the Invoice further and was then refunded with still £4 short.”

Helpful Report

Posted 5 years ago

Hi there, We are very sorry to hear that. I have spoken with the team to establish what happened here and they have confirmed that since you paid using 2 seperate methods we had to refund using these same 2 methods, which did cause a delay to one of the payments. The short payment was absolutely an oversight on our part for which we are truly sorry. As soon as this was identified by you we did arrange the refund straight away but our apologies again for the inconvenience caused and thank you for your patience. Our refunds are all processed manually by our customer service team and, whilst we do our best, there can be occasions when human error takes place and whilst unavoidable 100% of the time we will endeavor to try and reduce these instances moving forward. With kind regards, Daisy

Posted 5 years ago

“Whilst the product looks good and nicely finished the wiring is frankly awful. Three twist braided flex looks good but no indication as to which terminal is which. No instructions and our electrician also had difficulty, particularly as the flex needed shortening and the bulb connector couldn’t be unscrewed!. I’ve never experienced such, frankly, dangerous wiring before. Won’t be a returning customer sorry.”

Helpful Report

Posted 5 years ago

Hi Michael, Thank you for your feedback and I am so sorry to hear you received your pendant kit without adequate labels or instructions. I have raised this immediately with our warehouse to ensure they check all the pendant kits and ensure the wiring colours are visible through the flex. It would be great to get a bit more information from you regarding the bulb connector and how/ where you were trying to remove this? It should be very easy to shorten the flex from the top end of the flex but if need be the bulb holder should be easily removed using the earth screw on the top of the bulbholder. We would be so grateful for any further clarification as this is not an issue we have experienced before and we would like to investigate asap. Many thanks, Daisy

Posted 5 years ago

“Very pleased with the shades I ordered and the quick delivery. I found returning one very stressful, trying to print off the returns label. Most companies put the returns label in the parcel. Maybe it could be the bar code? All the same it could be simpler! The shades I received are beautiful.”

Helpful Report

Posted 5 years ago

Thank you for your feedback Shelley. We so appreciate it! I am sorry to hear you found the printing of your returns label stressful. Obviously that is not our intention however it is not possible for us to provide returns labels for our products within the packaging as the couriers only do this for parcels that are under a certain measurement, of which ours do not comply. On the most part we get very positive feedback as to the ease of our returns process but we will certainly take yours on board and continue to monitor any easier options that may become available to us in the future. We can always print and post out returns labels for any customers without easy access to a printer so do feel free to get in touch with our customer service team should you need to do any returns with us in the future and we would be more than happy to help. Best wishes, Daisy

Posted 5 years ago

“The delivery was quick and packaging excellent. The 3 stars has been given for 2 reasons. 1, we're not able to return goods to the store, they have to be sent even though we were local to the store, and 2, the side table lamps are pretty good quality and look great but they have put a flimsy plastic switch on it rather than a bronze one; would've looked and felt so much nicer on what is otherwise a quality product”

Helpful Report

Posted 5 years ago

Thank you for your feedback Tony and I would love to just feedback on your comments if you don't mind. 1. I am sorry that we cannot accept returns in our London showroom. We are a very small space and as we do not keep stock here we have no stock room to keep boxes in so would then have to arrange a separate return from here which would delay your refund. We have detailed this online as well as on the returns forms that are sent out with every delivery to try and ensure customers are aware that this is not possible. For the most part the Collect Plus shops are much closer to your home anyway so is usually the much easier option. I can see we delivered to your home address in Essex and on checking with Collect Plus I can see there is an option for returning to a shop 0.4 miles away from your home but I am sorry if that was not the best solution for you this time. 2. Sadly metal switches, be it on the flex or on the bulbholder, just don't really exist! Due to the conductivity of metal it would have to be an expensively engineered solution in order to have a metal in line switch installed on the flex. It is not something that I have ever seen available but I would assure you the plastic switches are very secure and thoroughly well made. These are designed to be long lasting and safe. We are always open to all feedback and so happy that customers take the time to let us know their thoughts on our products so thank you so much and we hope the above explanations will prove helpful. Best wishes, Daisy

Posted 5 years ago

“Have purchased the new reading light. Quite pleased with it. Packaging could be more eco friendly Pooky!”

Helpful Report

Posted 5 years ago

Thank you for submitting the review and we are happy that you are pleased with your reading light. With respect to your comments about packaging, we tread a difficult path. On the one hand, we'd love for everything to be packaged in easily recyclable materials (on a technical note, polystyrene is recyclable, it's just that the facilities to recycle it are still not very widespread). On the other hand, the environmental cost of having to dispose of and remake goods that get damaged in transit to our customers is considerably higher than the environmental cost of the packaging. I give you our word that we will not stop being continuously on the look out for better and more environmentally friendly packaging solutions and we will keep trying to lessen the amount of packaging that we use. We appreciate your comments and thank you for sending them. Best wishes - Tim

Posted 5 years ago

“Love the base lamp ... beautiful colour. Disappointed in lampshade though. Seems cheap quality.. big seam and expensive. Am going to paint it or somesuch to make more exciting.”

Helpful Report

Posted 5 years ago

Hi Kate, Thank you for your feedback and I am sorry to hear you were unhappy with your lampshade. I can see you purchased the Ivory Dupion silk, which is one of the very best quality silk you can buy and we are really proud of ours. I wonder if you might be willing to send our customer service team an email detailing exactly what it was that you felt made the silk seem like cheap quality, and include pictures of the seam as well. That way we might be able ascertain whether you have in fact received a faulty shade? I do hope we might be able to help. Best wishes, Daisy

Posted 5 years ago

“Lovely lamp, wonderful shade and base. The box was not in a good condition when it arrived and one of the plastic circles on the base is missing.”

Helpful Report

Posted 5 years ago

Hi Amelia, I'm sorry to hear you have had an issue with your Keneggy base. We are always more than happy to help out customers if they do have issues, so I would urge you to contact our Sales Team on hello@pooky.com, as I'm sure we can help to rectify this for you. Best wishes, Becci

Posted 5 years ago

“I was disappointed to find out that the product I bought was made in China”

Helpful Report

Posted 5 years ago

Hi there and thank you for your feedback. We produce our products from a variety of countries, depending on where we have found has the best craftsmanship for each material. Our products are manufactured in India, Bulgaria, Portugal and some from India. We used to manufacture our resin lamps in India but moved this to China as the quality and clarity was much better, and we found the richness of colour much more suitable for our customers. It is always our main priority to provide the best quality for our customers and contrary to preconceptions China does have some superior craftsmanship in many areas such as resin and glass! We are always open to hearing if you have found your product has any defects or issues at all though so please do get in touch with our sales team if so. Best wishes, Daisy

Posted 5 years ago

“Products lovely! But parcel just wrapped in brown paper! Got soaked in rain and was almost off! Plus boxes inside smelt terrible! Had to change before wrapping! Very strange.”

Helpful Report

Posted 5 years ago

Hi Tina, Thank you so much and I am so sorry to hear that you had an issue with the packaging for your mirrors. All our smaller mirrors are first wrapped in brown paper for protection, then placed inside their own individual boxes, before being placed in a larger box, with extra brown paper packaging and securely packed up. We try and avoid using any non-recyclable materials in our packaging as much as possible and unless the mirrors arrive damaged as a result we would not look to change this. We would also never anticipate that our packages would be left out in the rain by the DPD so that is certainly not okay and we will be sure to raise that with them. If you perhaps had any imagery showing this then please do send that through to our team on hello@pooky.com and we can take this up with DPD. Very best wishes, Daisy

Posted 5 years ago

“Product is beautiful & very pleased with it. However, I didn't receive a great service in terms of delivery. DPD had been due to deliver my item on a day I'd be at work. The only alternative option at that time was to pay to deliver on a different date. Delivery was due between 9-5. The item didn't arrive after waiting in all day & only an automated chat system available that couldn't answer my query. When I phoned Pooky customer services there was a bit of a reluctance to contact DPD but they did after questioning this & agreed to request the item was delivered to a local pick up shop. However, I received a voicemail later in the afternoon saying the DPD website was down & therefore unable to do this. So....great product but customer service fairly luke-warm.”

Helpful Report

Posted 5 years ago

Hi there, Thank you so much for your feedback and we are so sorry again that you had an issue with DPD. I have looked into this for you and can see that you requested for DPD to redeliver to you on a Sunday. This is not a service we offer and via DPD it does incur an additional charge but that is only taken by them and not Pooky. They do offer several other options such as leaving with a neighbour or delivery to a pickup shop instead. This is the option that my colleague then attempted to arrange for you when you followed up with us and advised of the problem. Unfortunately due to a glitch on DPD's system they were temporarily unable to offer this option for you on that particular day but I can see my colleague followed up with you by voicemail and email with the alternative options for you but we did not not hear anything back. On following up she saw that your parcel had been successfully delivered to you pick up shop of choice so understood that the situation had since been sorted. I am sorry you were left feeling that we had not done all we could for you, as that is the very last thing we want and do believe we tried all available steps to resolve the issue for you. Delighted that the parcel was delivered in the end and you are happy with the product but please do let us know if you would like us to make any enquiries on your behalf regarding the payment you made directly with DPD. We can certainly try our best. Best wishes, Daisy

Posted 5 years ago

“Hi, I wrote a comprehensive email to your customer care people immediately after I received my items. I love them, they are excellent quality and very beautiful. It was the packaging that was the problem. Here it is: I have NEVER seen such an excess of plastic and waste in any delivery received to our house to date. I appreciate completely that the items need to be protected but feel there are surely better ways for Pooky to make that happen. At this point I have now two enormous cardboard boxes, one smaller one, sheets upon sheets of paper (all of which can bank fully be recycled). But I also have an entire box of soft plastic bubble wrap, styrofoam and film of soft plastic...none of which can be recycled. Combined, it’s a gigantic pile of waste hat requires energy and resources to process. It was commented on by all those in my house the day the lamps arrived and they were equally horrified at the excesses. In this day and age Pooky should really take time to rethink it’s packaging approach. I may be one of the few who take time to write directly, but many others might go straight to social media and expose the process. Your employee who replied was extremely professional but misinformed and proceeded to misinform me also - namely telling me that the packaging COULD be recycled, which it can't. My suggestion is to a) radically reduce unrecyclable materials immediately. b) include a note to customers that informs them how to correctly dispose of so much waste.”

Helpful Report

Posted 5 years ago

Hi Madeleine, Thank-you so much for your feedback regarding our packaging. We are really conscious of the environmental factors of using non-recyclable packaging which is why we have ensured that the majority of our packaging is! The cardboard boxes, and trellis card packaging is fully recyclable. We have also used green air filled packaging with our lampshades, and smaller items, which is biodegrable and fully recyclable. Whilst we would love to use fully recyclable packaging for our more fragile items, we just have not come across something that ensures the safe arrival of our lovely products! In this instance, we face a balance between the need to use strong packaging vs. the cost in materials and energy of remaking and resupplying goods that have been damaged in transit. My colleague who did respond to your email is fully informed on our packaging, however it may be that your local council does not yet have the facility to recycle these items. We are always more than happy to discuss these matters further, and it is something that we consider with great severity! If you did have any suggestions, then please do give me a call on 0207 351 3003 or drop me an email at hello@pooky.com. Best wishes, Becci

Posted 5 years ago

“Lovely website and photos of lighting. Though more photos of pendant lighting hanging in real rooms would be welcome to get idea of size.”

Helpful Report

Posted 5 years ago

Hi Darina, Thank you for your feedback. We are certainly conscious of the importance of the photography of our products. We are currently still a small team and it is simply not possible at this stage to provide every possible angle or photograph for every one of our products but fear not, we are growing and with that comes more resources to do everything we need to do to assist with photographs of the products! Currently though we have been sure to include as many measurements as possible so you can check the size yourself before purchasing. Best wishes, Daisy

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

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