Pooky Reviews

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

4.9 Rating 29,505 Reviews

98 %

of reviewers recommend Pooky

4.9

Based on 29,505 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

“My large candle turned up damaged, so not happy”

Helpful Report

Posted 9 months ago

I am sorry to hear that your candle has arrived damaged, and we do apologise for the inconvenience. Please do contact our customer service team at hello@pooky.com and we can get a replacement sent out to you as soon as possible. Best Wishes, Emmy

Posted 9 months ago

“I can't believe that the lighting I purchased does not come with the shades! It was not clearly stated on the website. If I had known earlier, I would have definitely requested a refund. However, it is now too late because my electrician will be on site in the next few days. This is definitely a scam! The seller is a total scammer!”

Helpful Report

Posted 10 months ago

I completely emphasise with your disappointment. We do try and make it as clear as possible for customers to choose their own shade or pendant via the website. Without a shade or pendant then you would just be purchasing the lighting fitting on its own. If you would like to discuss this further then please do get in touch via hello@pooky.com Best wishes, Sarah

Posted 10 months ago

“I ordered two wall lights and shades which arrived relatively promptly. Unfortunately one of the wall lights is clearly bent and therefore not fit for purpose as the shade will not sit straight. Despite having contacted Pooky twice now, I have had zero response. This is incredibly disappointing as I have an electrician booked to fit the lights and will now have to delay. Poor customer service.”

Helpful Report

Posted 10 months ago

Hi Helen, Thank you for reaching out and I'm so sorry to see one of your Elbow fittings is bent. I've checked our email correspondence and can see that we did reply to both of your emails, so I'm sorry that you did not appear to receive these. I have arranged for a member of our team to reach out to you by phone today to arrange for this to be replaced. Best wishes, Becci

Posted 10 months ago

“Really disappointed with lampshades as bear no resemblance to the scarlet colour on your website and a previous scarlet purchase from you. Had to return them unfortunately”

Helpful Report

Posted 11 months ago

Hi there, I am sorry to hear your shades weren't quite right this time and any inconvenience this has caused. All our shades are hand made so we can sometimes see a slight variation between batches. I do apologise for this, if you would like to contact customer services, please do on 020 7351 3003. Best wishes, Em

Posted 11 months ago

“Oh dear. Customer service doesn't have the product knowledge to do the job they're doing or the will to do it better. I won't use Pooky again. I bought a light. I asked a question. The automated customer service was broken. the Customer Service Assistant (Beth) really couldn't be bothered to find the piece of information necessary to fix the issue. The website FAQ was also inaccurate as it told me that their Customer Service team was keen to help me. She didn't want to know. She told me she couldn't provide me the information I needed but then lo and behold one google search and I found they'd published a video providing the information I needed but either she's not trained properly or she just couldn't be bothered to provide it. I sent it to her and she wasn't the slightest bit interested. Fix your website. Train your staff. Find staff that want to help customers. There are other better lighting companies out there. I will be using them.”

Helpful Report

Posted 11 months ago

Hi Sarah, Thank you for taking the time to leave your feedback. I've read the email correspondence and we should have been able to give you some further information on how to do this, so I'm sorry that was not done. However, this is very easy to do so a qualified electrician should not have issues dealing with this for any fitting with flex that needs to be shortened. We will use this as an internal training example so I do appreciate you taking the time to let us know where your interactions with us went wrong. I'm sorry that this does mean we will lose you as a customer, and hope that you would give us another chance in the future. If I can help with anything in the future at all then please do reach out to me at hello@pooky.com Best wishes, Becci

Posted 11 months ago

“Very hit and miss. Not reliable in quality that will arrive nor dependable that product will work.”

Helpful Report

Posted 11 months ago

I'm so sorry you had received faulty lamp bases- this is absolutely not our normal standard! I'm so glad you have reached out to our Customer Service team for this to be resolved for you. I can see we have sent replacements for you and you should now have these. I hope you are happy with your new bases but if we can help with anything else then please do reach out to us. Best wishes, Sarah

Posted 11 months ago

“Way overpriced. We paid £85 for something made in India with a build quality of something at about £6 wholesale. Will probably find it inTKMaxx in a month. Packaging was pretty bad, but the build quality of the lamp is awful, it wobbles on a perfectly flat table and the screw mechanism to attach a shade is either broken or so badly designed it does not work. We would have returned it, but it’s £15 for returns which is a joke at these prices. Don’t enter me in to the prize draw - thanks”

Helpful Report

Posted 11 months ago

Thanks so much for your feedback and I'm sorry you were disappointed with your Boster table lamp, all of our products are handmade with great attention to detail so I am sorry that you do not agreed with the quality. We do offer a free of charge returns service for table lamps if you did wish to return this, in which you should have the details in your packaging or alternatively you can email hello@pooky.com for free return label. Best wishes, Sarah

Posted 11 months ago

“I ordered 2 packs of Warm Red dinner candles intending to keep them for Christmas. The description is very inaccurate as the candles are Cerise Pink not Warm Red. Very disappointed I shall be turning. This was my first purchase from Pooky and I was looking at other purchases but I'm now very reluctant.”

Helpful Report

Posted 1 year ago

Hi there Fiona, Thank you for your feedback, I am so sorry to hear the candles weren'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 person's 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. If you were looking to return this then please do get in touch with our Sales Team at hello@pooky.com, and we can help to arrange this for you. Kindest regards, Em

Posted 1 year ago

“I made an order which did not arrive as promised. I had to fly out of the country and so missed my order. A complete waste of money and poor service.”

Helpful Report

Posted 1 year ago

Hi Rebecca, Thank you for your feedback on your order, and I'm sorry to see you are disappointed with the service we have provided. I have reviewed your order and can see that you placed this on Thursday evening during our Easter Sale period with our standard 1-3 working day delivery. As the UK then entered a 4-day Bank Holiday period, our warehouse and offices were closed on Friday until the following Tuesday. We did dispatch your order when we reopened on Tuesday, and I can see that this was successfully delivered a few days later by DPD. I'm sorry again you were disappointed and that we were not able to meet your expectations in this instance. Please do get in touch with our customer service team at hello@pooky.com if we can help with anything else. Bets wishes, Becci

Posted 1 year ago

“Both lamps arrived with manufacturing faults showing poor quality control before dispatch. Very disappointed as I thought I was buying a quality product”

Helpful Report

Posted 1 year ago

Hi Juliette, I'm so sorry you had received damaged bases - that is absolutely not our normal standard! I'm so glad you have reached out to our Customer Service team, and we have sent replacements out today for so these should be with you soon. I hope you are happy with your new bases when they do arrive with you but if we can help with anything else then please do reach out to us. Best wishes, Becci

Posted 1 year ago

“The box had obviously been re taped . The light was very light and very roughly painted. The accompanying lightbulb was broken! It was good enough to keep as I couldn’t be bothered to send it back. 🙄”

Helpful Report

Posted 1 year ago

I am so sorry to hear that this light wasn't how you were expecting it to be and that your bulb arrived broken. Please do send pictures of your lamp to our customer service team at hello@pooky.com if you would like this to be exchanged. Please do let the team know about the broken bulb as we would be happy to replace this for you. Best wishes, Emily

Posted 1 year ago

“My first two purchases from Pooky resulted in faulty products being delivered. All of these required return for replacement. I requested compensation for the time/trouble and major inconvenience caused. I was informed, by email, that this would be considered and a response was awaited. No response has been received. This poor quality control and lack of an acknowledgment to my request, when promised, reflects very badly on Pooky. A polite acknowledgement of my request would have been appreciated. Dr Paul Johnson, email: paulfjohnson@btinternet.com”

Helpful Report

Posted 1 year ago

Hi Paul- Thank you for taking the time to leave some feedback about the issues with your orders. I cannot apologise enough for the problems you've experienced. I have checked our system and can see that we did try to call you but were unfortunately unable to get through at the time. We did also reply to your email but I'm so sorry that you didn't receive it. A member of the Management Team has now been in touch and I do hope we were able to resolve this for you. Please do let us know if there is anything else we can assist you with at all and do not hesitate to give us a call at 020 735 1003. Kind regards, Jade

Posted 1 year ago

“Sad to say I’ve had a shocking experience with pooky. Wanted to invest in what I thought would be high quality brand and paid a premium for what ultimately felt like a knock off. A classic case of a company enjoying a taste of success and instead of reinvesting their profits into well fitting and value for money products, they take advantage of their status. The quality and customer service has been a disaster from the moment I placed the order. First set of lights arrived late, damaged and without instructions. Was advised that second set of lights would arrive and someone would ensure these were fixed. They did not. Turns out the original lights were not damaged. The quality was just incredibly poor and the lights rattled in the sockets despite paying close to £500 for bedside lights. On top of that, I now have had to absorb the costs of paying an electrician to fit them, and deinstall and repair the holes in the walls. Zero responsibility taken for a poor product and shameful customer service.”

Helpful Report

Posted 1 year ago

Hi Katie, Thank you for taking the time to leave a review and I'm so sorry to see you've had issues with your order. I have reviewed your emails and can see there were some issues with communication from our Customer Service team so I'm so sorry about this. I believe we have reached out again via email and on the phone to discuss resolving this for you and have offered two solutions for you to consider, one being replacing these shades completely. In the meantime, we will review the issues you have experienced with the products and I will ensure that this is raised with the members of the team you have spoken to. I'm so sorry again and I hope we are able to come to a resolution that will suit you but please do not hesitate to reach out if you would like to discuss this further at all. Best wishes, Becci

Posted 1 year ago

“very disappointed, not the quality that was paid for. The lampshade is being returned, as metal bars are visible when the light is on. The lamp base has a defect but will keep the base. Unlikely to be a returning customer.”

Helpful Report

Posted 1 year ago

Thank you for your feedback regarding Pooky. We are very sorry to hear about your disappointment with the quality of our goods and the defect in the base. We would love to make this right for you and would appreciate the opportunity to do so. I cannot see you have reached out about the defect in your lamp base, so I will ask for a member of the team to contact you today to discuss this further. Best wishes, Becci

Posted 1 year ago

“Ordered fabric samples over 6 weeks ago and despite 3 reminders nothing has arrived”

Helpful Report

Posted 1 year ago

I am sorry to hear about this, and for any inconvenience caused. There have been some difficulties with Royal Mail recently, so it may be that the samples are getting lost in the post. Please do email us at hello@pooky.com and we can get a new set of samples set out to you. My sincere apologies again for this. Best Wishes, Emmy

Posted 1 year ago

“The picture of The Christie Pendant is misleading, I was expecting a large pendant when in fact it is only 20cm in diameter. I ordered 3 pendants but the returns process was very protracted, numerous emails and phone calls with various different people (clearly in house communication is poor) resulted in northing but apologies but to date still no refund. This was a genuine complaint and I was happy to offset the cost against alternative Pooky products but this wasn't an option....very disappointed and frustrated.”

Helpful Report

Posted 1 year ago

Thank you for your feedback, I am sorry to hear the Christie wasn't what you had expected. We do our very best to portray our products as accurately as possible with multiple images, descriptions and dimensions on our website. I am also sorry that you have had this experience with returning these lights. I completely appreciate that talking to multiple people must have been frustrating, we do our best to provide one-to-one customer service, however, this can't always be achieved. I can see that your refund has now been processed, I can only apologise that you have had this experience with us. Best wishes, Emily

Posted 1 year ago

“I am sorry to say I have had a bad experience with light bulbs, unfortunately I didn't find out about issues until after the 30 day window. I bought a beautiful glass ceiling lamp and didn't see until it was installed that has scratches on it. This is sad as it looks perfect in my room. All these issues had made my experience with Pooky products, not a good one.”

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 your bulbs. 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. I can see that you have been in contact with our customer service team who have offered to refund you for these bulbs, which we would be happy to sort out for you. Please do send some images of the scratches on the shade to the team at hello@pooky.com and we will do our best to sort this issue for you. Best wishes, Emily

Posted 1 year ago

“Lamp turned up bent, electric cable between base and lamp too long, and electrical fittings very messy. It took me a long time to straighten and assemble and it's still not right.”

Helpful Report

Posted 1 year ago

Thank you for taking the time to leave your feedback and I'm so sorry to see you've had issues putting this together. I can't see that you've reached out to us about this, so I've arranged for a member of our customer service team to give you a call this afternoon to discuss this further. Best wishes, Becci

Posted 1 year ago

“Hi I recently bought 4 wall sconces. The quality & build of which is rough to say the least & the vintage glass (mercurised) is a really bad paint effect so I was sorely disappointed as these weren't cheap & had coveted for an age. Chose to keep & will source better mirror & replace. Huge shame as I love style. Don't trust quality for future purchases unfortunately😮‍💨 Delivery of same good.”

Helpful Report

Posted 1 year ago

Linda, I am so sorry to hear that you have not been happy with your Degas wall-mounted candle holders. I'm really sorry they were not what you were expecting. I would be happy to take a look at these and see if we can sort something else out for you. You are more than welcome to email us at hello@pooky.com. Best wishes, Kitty

Posted 1 year ago

“I bought the Hestia Chandelier in brass with glass rods and for £560 I have to say the quality is extremely poor and means I will never buy anything from pooky again. I dislike it so much I’ve put it on eBay for a fraction of the price so if you want one it’s yours!”

Helpful Report

Posted 1 year ago

Thank you for taking the time to leave a review of our Hestia chandelier, and I'm so sorry you are not happy with the quality of this. I am aware you have reached out to our Customer Service team already regarding this, and at the time were not able to give us any further information as to why you were not happy with this product. You also confirmed that you had installed this chandelier, and as per our terms and conditions we do ask for all products to be checked prior to installation. I'm so sorry we weren't able to help you more in these circumstances. Best wishes, Becci

Posted 1 year ago

Pooky is rated 4.9 based on 29,505 reviews