Pooky Reviews

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

4.9 Rating 29,556 Reviews

98 %

of reviewers recommend Pooky

4.9

Based on 29,556 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

5124

Anonymous

Anonymous // 01/01/2019

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

“The light is beautiful - the only trouble was the huge amount of polystyrene packaging which is awful to handle, for the environment and to dispose of. It was a shame as it made me think differently about the product and the company itself.”

Helpful Report

Posted 1 year ago

Thank you for leaving your feedback regarding packaging, and we are sorry to hear that this was difficult for you. As we ship items made from glass and ceramic via a courier, we try to ensure that we use the right amount of packaging so that items don't get damaged in transit. We do understand that this can be concerning, and we try to make sure that enough packaging is used to protect the items without being wasteful. We will be sure to take this feedback on board, and continue evaluating our packaging options. Best Wishes, Emmy

Posted 1 year ago

“I ordered 2 gramma wall lights and 2 18 cm drum shades to go with them. When they arrived the shade did not fit the wall lights. The shades which were matched on the website with the lights were 11 cm. While these were the correct size to match the light there was no indication an 18 drum would not. It would have been helpful if it was stated a bigger drum would not fit. I returned the lights but kept the shades hoping to find another light to match them. Unfortunately, I don't see one I think would suit the space I want them for. Could the wall lights be made in a bigger size as I think there would be a demand for them. In the meanwhile, I need to consider if I should return the shades or try to find wall lights from another retailer . It is also disappointing there is an additional charge made to post items to Northern Ireland. Thank you for the opportunity to comment .”

Helpful Report

Posted 1 year ago

Hi Angela, thank you so much for getting in touch with your feedback. It is always great to hear from our customers, and we will be sure to pass on the feedback you have given so that hopefully this can be improved in the future. Our 'see all shades' option our website is designed to show our customers all of the shades that can be used with our selection of wall fittings. We do apologise that it wasn't made clear which shades aren't suitable, and we will look to improve this going forward. Our shipping costs are imposed on us by our courier company, and although we do absorb some of these fees unfortunately we do have to charge for delivery outside of mainland UK. Please do feel free to contact our customer service team at hello@pooky.com if you have any further queries. Best Wishes, Emmy

Posted 1 year ago

“I was really happy with the website experience and the delivery was on time and everything was in good condition. One thing that did trip me up (and it's a minor thing) was that the way the lampshade was photographed made it look like it had a pinkish hue, and it's really white. I know lighting is hard and photographing glass stuff is even harder, but the combination of the product name and photograph being slightly ambiguous made it tricky to know what I was getting.”

Helpful Report

Posted 1 year ago

Thanks for the feedback, Stuart! We really appreciate you taking the time to share your experience with Pooky. I have reviewed the imagery for the product you've purchased, and I believe the pink hue you are seeing is from the pink background. Opaline classically refers to milk-glass, or semi opaque white glass, which I believe reflects the colour of the product quite well. This then completely changes when the bulb is lit and gives a wonderful amber glow. If you were wanting to change these at all, then please do reach out to our Customer Service team on hello@pooky.com, and we can arrange this for you. Best wishes, Becci

Posted 1 year ago

“I love the products. Customer service is very kind but mistakes in invoice, deliveries on 2 days ... transport+TVA for France add so much more.”

Helpful Report

Posted 1 year ago

Thank you so much for getting in touch with your feedback. It's great to hear that you have enjoyed your Pooky products. I am sorry that you have had some mistakes with your orders and that the shipping was more than you thought. You are more than welcome to email us at hello@pooky.com. Best wishes, Kitty

Posted 1 year ago

“Fast delivery & any questions were answered really quickly. Only slight draw back for me was customs (in Ireland) not something Pooky could control.”

Helpful Report

Posted 1 year ago

We are so pleased to hear you were happy with the service provided! I am sorry that you had this experience with customs charges, it is something that we are hoping to improve in the future. Best wishes, Emily

Posted 1 year ago

“Great product but DPD is definitely ruining the customer experience. DPD really lets down the Pooky experience. Collections were terrible. On one occasion we had DPD turn up to collect and the agent then said the the van was full. The second time the agent claimed to knock on our door to collect but that never happened and left a note on the tracking system to say there was nothing to collect when they arrived. On the third occasion the same agent turned up and said she wasn't the right person for collecting this parcel and that she didn't have to take the package. We insisted and took the parcel to the van otherwise she said we would have to rearrange another collection. If she wasn't the right person why did the DPD agent actually turn up. Disappointing.”

Helpful Report

Posted 1 year ago

Hi there Donald, I am deeply sorry that you have had some troubles with the collection of your order. Unfortunately, DPD can miss a collection so I am so sorry that this has happened to you on three occasions. I can understand this must have been very frustrating for you so I do apologise greatly for this. Please do give our customer service line a call if there is anything we can help with in the future. Best wishes, Em

Posted 1 year ago

“Photographs of item not true to life. Antique brass light fitting much darker in real life almost black. So returned”

Helpful Report

Posted 1 year ago

Hi there Tom, Thank you for your feedback but 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 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 would prefer 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. Best wishes, Em

Posted 1 year ago

“My experience has been mixed overall. While customer service is very good, and the products are beautiful - I have had to send back multiple items across my orders for faults. The products usually arrive very well packaged so I’d be inclined to not blame the delivery vendors. This is largely well covered by them but can be a tad convoluted due to the size of items returned so no ones fault. I do wish there was a slightly more rigorous quality check before products are packaged and sent out.”

Helpful Report

Posted 1 year ago

Thank you so much for your feedback, it is much appreciated. 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 am pleased that the customer service team has been able to sort these issues for you and can only apologise for any inconvenience caused by this. Best wishes, Emily

Posted 1 year ago

“I really love the lampshades. Had an issue that one of the fittings was faulty (issue with the wiring), but customer services dealt with it quickly and sent a replacement.”

Helpful Report

Posted 1 year ago

Thank you so much for the feedback, Jenny and I'm glad we were able to replace your fitting quickly. I'm sure they will both look lovely when installed! Best wishes, Becci

Posted 1 year ago

“Paid > £100 for a lampshade, which looks awesome when there is no light on. But once the light is on the colour is totally washed out and you can't see the pattern. Could do with an inner lining to retain the pattern detail when the light is on. Order and delivery service all good.”

Helpful Report

Posted 1 year ago

Hi Emma, Thank you for reaching out and I'm sorry to see you're not happy with the lampshade when the light is on. There is such a fine balance needed with linings on shades, as anything too thick will not allow any light to come through at all- which we definitely do want! We feel we've found a good balance with this fabric, but of course understand that this may not be for everyone. I can see you have reached out to our Customer Service team regarding this, so if you would like to return this for a refund then please do let us know and we can arrange this for you. Best wishes, Becci

Posted 1 year ago

“The quality is not what I expect for the price”

Helpful Report

Posted 1 year ago

Hi Stephen, I'm so sorry to see you've been disappointed with the quality of your products- it would be great if you can reach out with some further details so I can look into this further for you? Our email is hellp@pooky.com, and if you can put for the attention of myself then I can review this. Best wishes, Becci

Posted 1 year ago

“Lovely lampshade but doesn’t work in my space. Unusually difficult to return. Yodel plus is a 25min drive from me. And with the large size of the package I think would not even be possible in a smaller car. Would carefully consider before buying pooky again because the returns are so tricky even though I love their products, prices and quality.”

Helpful Report

Posted 1 year ago

Hi Hannah, I'm sorry you feel our returns process is tricky- we work with both Collect Plus and DPD, so find that these work well for the majority of our customers. I can see you have quite a few options within a 10 mile radius of your home with your closest being 2 miles away. As you had ordered a 50cm lampshade, the box for these are quite big but I understand you may not have appreciated this before purchasing. If our free of charge drop off services are not convenient, we also do offer a chargeable collection service which can be booked with our Customer Service team via email. Again, I'm sorry to see that this didn't work for you but hope you will return in future. Best wishes, Becci

Posted 1 year ago

“I love my chukka table lamp However there seems to be a loose connection and I’m not sure if it’s a fault. As have to press the (recommended) bulb in a few times for connection. But lovely lamp.”

Helpful Report

Posted 1 year ago

Lisa, thank you so much for getting in touch about your purchase. I am so sorry to hear you are having to press down on the bulb to get it working. If you would like to email us at hello@pooky.com and we can look in to this for you. Best wishes, Kitty

Posted 1 year ago

“The lampshade I purchased in the sale was the perfect size for the base I bought it for. Unfortunately, the colour is not very vibrant and has a "dirty" look to it. I will keep it because the cost to return and get a refund for a sale item is just not worth the effort.”

Helpful Report

Posted 1 year ago

Thank you for your feedback and I am sorry to hear that you weren’t happy with the lampshade. 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 do offer free returns, however, sale items do have a processing fee of £6 per box. Best wishes, Emily

Posted 1 year ago

“Not very impressed with the quality”

Helpful Report

Posted 1 year ago

Thank you for your feedback, I am so sorry to hear that the quality wasn't as you were expecting it to be, if you would like to discuss this further then please do get in contact with our customer service team at hello@pooky.com or by calling us on 020 7351 3003. Best wishes, Emily

Posted 1 year ago

“ordered and arrived quickly”

Helpful Report

Posted 1 year ago

Thank you so much for getting in touch with your feedback. It is great to hear from our happy customers so thank you for making the time. Best wishes, Sarah

Posted 1 year ago

“Great service and prompt delivery”

Helpful Report

Posted 1 year ago

Thank you for taking the time to write a review, we are so happy to hear you were happy with the service provided, Best wishes, Emily

Posted 1 year ago

“I liked the lamp and it came very quick ! I was a bit disappointed of the condition as it seemed to be a damaged . I emailed the company and They gave me 20% off .”

Helpful Report

Posted 1 year ago

Hi there, Thank you for taking the time to write a review. I am sorry to hear that your shade arrived damaged, thank you for letting the customer service team know, I am happy you were able to resolve this. Kindest regards, Em

Posted 1 year ago

“Product are great, but not clear about shipping to NL. My purchase was under 150 euros and still o had to pay at customs...!”

Helpful Report

Posted 1 year ago

Hi Emmeline, Thank you for letting us know about your experience and I am so sorry to hear about your disappointment regarding this - all of our products that are shipped out internationally generally have a customs charge. Please accept my deepest apologies and if you do have any further questions, please do not hesitate to email us! Best, Mara

Posted 1 year ago

“Floor lamp arrived bent and not straight in the post. Good customer service and they have arranged for a replacement to be delivered quickly.”

Helpful Report

Posted 1 year ago

Hi George, I am so sorry that your original order arrived with a fault and I completely understand your initial disappointment - I am so glad our customer service team was able to resolve this you! Best wishes, Mara

Posted 1 year ago

Pooky is rated 4.9 based on 29,556 reviews