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

“Very disappointed with there attitude”

Helpful Report

Posted 2 years ago

Hi Ken, Thank you for your feedback and I am so sorry to hear you were unhappy. I can see that you had hoped to be able to use a 15% discount code that had expired but as a gesture we offered you a 10% discount code instead. I am really sorry you are disappointed with how we dealt with this. We try and offer a generous amount of discounts to our customers throughout the year but if those are missed we would always try and help out with another offer if we can, as we did for you. If there is more to your experience that I am missing then I am sorry about that but please feel free to elaborate in an email to us on hello@pooky.com so we can look into this further. With best wishes, Daisy

Posted 2 years ago

“I never received the item”

Helpful Report

Posted 2 years ago

Hi there, I am so sorry to hear there is some confusion with your order. We sent this out to you in May 2021 so I am concerned that you would not have received this. If you can please get in touch with us on hello@pooky.com or call 0207 351 3003 and we can try and find out what has happened? Many thanks, Daisy

Posted 2 years ago

“I purchased a 45cm marbled paper lampshade specifically to use as a ceiling pendant only to be horribly disappointed when I received the item to find that the bulb fitting on the shade was totally unsuitable for this purpose. The shade can only be used with a table lamp base. I had to search high and low on the Pooky website to find confirmation of this information. It was not displayed with details of the shade specifications, but tucked away elsewhere on the site. This was extremely misleading as you would normally expect to be able to use lampshades of this size and shape either as a pendant or with a lamp base. The fact that they cannot should be prominently displayed with the specifications to ensure other customers don't fall into the same trap that I did. I haven't returned the shade as I would have had to pay a returns fee which felt like insult added to injury. I've had to purchase a lampshade elsewhere to use as a ceiling pendant and will also need to look for a lamp base for the shade that I couldn't use as intended. A lot of extra expense and disappointment that should not have been necessary!”

Helpful Report

Posted 2 years ago

So sorry to hear that the shade was not as expected, Alison! Our lampshades have only ever been for use on table lamp fittings thus far and we have previously only had one size of pendant shade that can be hung from a ceiling fitting, otherwise, they have all had a fixed gimble for use on lamps. We have recently started producing our shades with a reversible gimble, so that they can be used both ways, but not all the stock has been updated yet (new batches coming in with have the new fittings). It does now list it in the details & dimensions whether a shade has a Reversible Gimble as they are still the minority, but I appreciate this might not have been the case when you ordered with us (we have just moved to a new website) and previously customers would call to confirm the fitting type. I haven't been able to find any previous email communication from you in regards to this and can't see any notes on the account - we would always hope that customers would reach out to us when they first receive an order if they are not happy, and we are more than happy to find a solution. I can only apologise that the shade was not what you were expecting this time. Best wishes, Jessica

Posted 2 years ago

“The worst buying experience of my life I was two faulty light fittings that could not be taken apart in order to change the flex. We had to pay our electrician to come out and he was not able to do the light fittings, even took them to a specialist lighting shop and they couldn’t do it Will never buy from Pooky again”

Helpful Report

Posted 2 years ago

Hi there, I'm sorry to hear you have had issues with your pendant kits- I can see you did get in touch with our Customer Service team regarding your original order last year in which we replaced these for you. You have since purchased these from us again, so I'm sorry to see that you have had issues changing the flex on your new order. I will arrange for a member of our Customer Service team to get in touch with you to discuss the issues you have experienced with these. Best wishes, Becci

Posted 2 years ago

“This mirror is unfortunately a total disaster. One panel was completely detached while “the mahogany beads” turned out to be white plastic covered with the thin layer of paint which was already peeling on many. So, so disappointed, Pooky, this isn’t you!!! There is no description of the materials on your website, apart from a general one in relation to all the mirrors described as wood, brass or metal. Ordered so many wonderful lamp shades in the past and some lamps which were beautiful and well made, this is awful, please don’t do this!”

Helpful Report

Posted 2 years ago

Hi Maria - Thanks for sending in your comments on the Bevvers mirror and sorry that it arrived in such poor shape. We take as much care as we can with packing (especially with mirrors) to try and ensure that they don't get damaged in transit but it does happen from time to time and it's very annoying for you as a customer. As for the "mahogany beads" it's a totally fair comment and we'll look at amending the description. Our aim was to try and describe the colour of the beading and the wood on which it is mounted rather than to imply that it was made of mahogany - but it is unclear and we'll change it. In its defence, plastic beading is a very normal method to achieve the beading effect. As you might imagine, carving beading from wood would be prohibitively expensive. When it's applied properly and painted well, it's really attractive. But sorry that yours was substandard. Once again apologies and thank you for letting us know. With regards - Tim

Posted 2 years ago

“I was very much looking forward to The lamp shades that I ordered with the beautiful swirly pattern but was very disappointed when they arrived. Quality was poor, the pattern none existent on one of the shades and the join where the fabric met was poor.”

Helpful Report

Posted 2 years ago

Hi Pippa and thank you for sending in your review. The way these marbled papers are made is 1 sheet at a time, which is dipped in a bath of multi-coloured ink and then removed. This means each sheet is unique and there will be differences in each shade. But if the paper has been cut down to exclude some of the pattern then i'm sorry about that and we will be delighted to replace or refund. Please let the customer service team know (hello@pooky.com) and they will help you with whichever course of action you decide to pursue. Sorry for the inconvenience caused. With regards - Tim

Posted 2 years ago

“I ordered two large lamps and shades and they were not at all the same colour as shown on the website which was incredibly disappointing. On top of that I was told post-purchase that I had to pay a customs charge of almost 150 euro. Customers should be warned about this. All in all I have two lamps costing an extortionate amount of money and they're not even the right colour. Really poor experience sadly!”

Helpful Report

Posted 2 years ago

Thank you for your feedback Karen and we are 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. However, 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. I can see that you have not been in touch with us, so please send us an email at hello@pooky.com to give us a chance to find a solution for this. Best wishes, Anika

Posted 2 years ago

“I still haven’t received this lamp. You despatched it days ago with Parcelforce - but they seem incapable of doing a delivery and appear unfit for purpose. Use a better delivery company! Very disappointing.”

Helpful Report

Posted 2 years ago

Dear Hugh, Thank you for your feedback and I am sorry to hear you have had this issue with Parcelforce. I can see that there was an issue with your delivery address, which was rectified or corrected yesterday and your parcel should be arriving today but I am really sorry if that still hasn't happened. Parcelforce have had nationwide staff shortages due to Covid outbreaks in many of their depots so it is leading to some issues with deliveries, for which we are truly sorry but hope you will appreciate is very much out of our hands. The frustrating thing is we only use Parcelforce for a smaller minority of our larger items deliveries as these items are not possible to send via our other couriers without us having to charge our customers for the delivery but I am so sorry this has inconvenienced you. If you haven't already please do contact our customer service team on hello@pooky.com and we can do our best to help you get your order delivered. Sincerest apologies, Daisy

Posted 2 years ago

“Classic pendant antiqued Bronze Not new used item! When arrived the connection block was black and the earth wire. When connected and light switched on it blew the upstairs lighting!! So annoyed this was clearly a used item and was not tested no pass stickers or anything! Now in the bin will be contacting for a full refund!”

Helpful Report

Posted 2 years ago

Hi Jason, We are so sorry to hear that the pendant kits arrived in this condition, this is very unusual. I have just this morning emailed you regarding your refund and if there is anything else I can do to assist please do let me know. My sincere apologies again, Anika

Posted 2 years ago

“Very bad experience!”

Helpful Report

Posted 2 years ago

Hi Silvia, I am so sorry that you are so unhappy with your experience with us. I can see that you contacted our customer service team a few days ago to raise a complaint regarding the custom and duties charges you were being asked to pay by the shipper on the arrival of your order in France. As explained by my colleague we do advise of these charges at checkout but I am very sorry you feel we weren't being as transparent as we could have been. We are doing our best to investigate ways of making International deliveries easier concerning these additional charges but given we are still a small company it has not been possible for us to find a solution yet. We do appreciate your feedback and we will certainly look into ways to make it clearer during the checkout process for future customers. With kind regards, Daisy

Posted 2 years ago

“Can you please get in touch - the order was delivered today and the wall fitting is missing :(”

Helpful Report

Posted 2 years ago

Hi Julia, I can see you got in touch with our customer service team yesterday and your missing parcel has been discovered! So sorry for the confusion but we do hope you will consider providing us with a new review once you have all your items. Many thanks, Daisy

Posted 2 years ago

“The order has still not arrived!”

Helpful Report

Posted 2 years ago

Sorry that you have not received your order yet, Murray! It does take a little longer for orders to reach France, but I have had a look into this for you and can see it was requested that the delivery date be rescheduled, then also that the order be left at a Drop Shop. DPD do send notifications for their deliveries all the way through so you should have received these. If you have not been in touch with our customer services yet, I would advise reaching out at hello@pooky.com or over the phone on 0207 351 3003 so we can give you any further help if you need it. Best wishes, Jessica

Posted 2 years ago

“I am so disappointed with my last purchase. The light shades I ordered both had defects in the material that would have been obvious to the person who packed them (is there no quality control?). I then had to contact Pooky twice in order to report the defect and then ask for a return label due to the box they were delivered in being over 60cm. The nearest DPD drop-off was 10 miles from my home causing me further inconvenience. Not the experience I expect from a company whose items are portrayed to be high quality and priced accordingly. Goodbye Pooky”

Helpful Report

Posted 2 years ago

Hi Viv, I am so sorry to hear you recieved these shades with faults in them. We do quality check our stock but of course oversights can happen and I am truly sorry for that. We only received one email from you, to which we replied straight away, but I am sorry that your first email was never received. We do offer collection if returning via our other methods is not easy but I am sorry that wasn't made clear for you. It is all very unfortunate and I am sorry you had this experience but I will be sure to pass your feedback on so that we can improve from it. We do hope you will give us another chance to improve on your experience in future. With many thanks, Daisy

Posted 2 years ago

“Really poor quality glass lamp. Flaws in glass and poorly finished what a shame. Great customer service”

Helpful Report

Posted 2 years ago

We're so sorry to hear you have not been happy with the quality of the items you received, Jill! Many of our glass products are hand blown, so there can sometimes be imperfections within the glass, however, they obviously should not be poorly finished. With any damaged items, we are always more than happy to offer to replace should that be required. Sorry that this order was disappointing, I would hope you would choose to use us again in the future! Best wishes, Jessica

Posted 2 years ago

“Return policy makes it difficult when items are constructed poorly.”

Helpful Report

Posted 2 years ago

I am so sorry to hear that you have had some problems with your larger Pitcheroo. If you would like to email us some images to hello@pooky.com we can see if anything can be done to sort out the light. Best wishes, Kitty

Posted 2 years ago

“I would give a review on the lights if I had them. I have been waiting to have them delivered by DPD for 10 days now they have made 5 attempts now and never reached my house. I have contacted Pooky about them on 4 occasions now and they have yet to come up with a solution as to how to get the parcel. We are also waiting for a promised phone call about a rearranged delivery which we have not received. So. a disappointing experience so far and we are still waiting for our lights”

Helpful Report

Posted 2 years ago

Dear Rona, I'm sorry to see you have been having issues with your DPD delivery. I believe my colleague Robyn has been dealing with this for you, and has advised that there was some information missing from your delivery details which was causing the confusion. I can see we have provided this missing information and delivery will be made today. Again, I can only apologise for the delay in getting your order out to you but this should be with you later today. If we can help in any other way, then please do give us a call on 0207 351 3003. Best wishes, Becci

Posted 2 years ago

“Returns are extremely difficult. I had 3 smaller shops near my house refusing to take the large box containing 40cm lampshade. I called customer service and was advised to pay £15 for collection or find another shop. I do not think it is therefor accurate to refer to free drop off at collection point in you policy. Made a 4th trip this time to a Matalan where after having to speak and explain to 3 different people that they have to take box and under very uncomfortable circumstances they accepted it. I will think twice before ordering from you again as products cannot be purchased or returned to your showroom the consumer had no alternative thank you order and return.”

Helpful Report

Posted 2 years ago

So sorry to hear you have had some troubles, Estelle! We use the CollectPlus/DPD drop shop returns for a huge percentage of our returns, and we do rarely have issues. The drop shop stores vary in size from corner shops to larger supermarkets, so some do have smaller cages to accept boxes unfortunately (this is why we advise to call ahead before visiting, to check they have space). However, it is extremely unfortunate that you visited three that were unable to take your parcel, so I can only apologise. In instances where drop shops are not able to accept the boxes, we are happy to help organise collections free of charge, so I am sorry that this was not made more clear. I hope you would choose to try Pooky again in the future, as I do feel this has been a very unfortunate experience, so I am sorry! Best wishes, Jessica

Posted 2 years ago

“Went into the showroom today - the service online has been fab! The service in store so poor! The girl who served me was ok, the other staff were just lacked any enthusiasm and a smile! I went next door to the stone showroom to be greeted by helpful staff and a smile!!”

Helpful Report

Posted 2 years ago

Thanks the review and so sorry to hear you were not happy with your 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. The team were expecting your visit to offer to change a fuse on your lamp & were not at all under the impression that you had not been happy when you were leaving, so we can only apologise that you were not entirely satisfied! Thank you for letting us know and we hope you will visit us again in the future. Best wishes, Jessica

Posted 2 years ago

“The lamp shade is rather poorly finished and the trim didn't fit correctly.The white shows through and velvet is marked. Very mediocre for price. The lamps ok.”

Helpful Report

Posted 2 years ago

Hi Maggi, Thank you so much for your feedback on our brand new silk shades. We are so sorry to hear you were unhappy with the finish and I have passed your comments on to our production team to investigate. I can see from your image that the velvet trim has a raw edge on the join, where it should have been folded over so I am sorry for that and we can certainly offer a replacement or a discount if you did want to keep it? Regarding the white threads showing up through the silk that is, I'm afraid, a natural occurrence in all silk. Due to the nature of the weaving you have one colour (blue) going in one direction and another colour (depending on the depth of colour you want in the silk) running in the other direction. This does lead to some of each colour showing through in places but tends to add to the richness of the fabric however I am truly sorry this was not as expected. We have tried to display this in our online imagery, especially the detailed images but we will look at ways to make this clearer. If you would like to discuss your options for the raw edge on the velvet trim please do get in touch on hello@pooky.com with images etc and we can certainly assist. Our apologies again you have had this unfortunate situation but I hope we can help resolve that for you. Best wishes, Daisy

Posted 2 years ago

“Wir haben bei Pooky Lampenschirme bestellt. Uns wurde nach dem Brexit die MWST korrekt zurückerstattet von Pooky, uns hatte aber niemand bei Pooky über die zusätzlichen Zollgebühren beim Bestellvorgang informiert und die zusätzlichen Zollservicegebühren von DHL die die eigentlichen Zollgebühren um das 2,5 fache überstiegen haben. Somit war der Kauf in England zu teuer und unser letzter Kauf. F.ck Brexit”

Helpful Report

Posted 3 years ago

Thank you for sending in your review about customs and duty charges. We fully sympathise with your situation but in this case, i hope you will accept that the imposition of these charges is beyond our control. In our defence though, we did send you an email to alert you to the fact that there would be charges levied by the German customs. I hope you will agree that it is impossible for us to predict what these charges will be in advance. And DHL do apply their own charges (beyond our control) to cover their administration. All of the courier companies do the same thing. But we will be in contact with you and would be happy to share some of the cost of the charges as a goodwill gesture. Thank you for ordering with us - we hope that after this transition period, the costs will settle down and that you will feel able to order from us again in the future. With regards - Tim

Posted 3 years ago


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

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