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

“Although the showroom staff were not as helpful as I would have hoped, the return of a subsequent incorrect colour lampshade was straightforward, easy & timely. I love the lamp base & really like the range Pooky offers at reasonable prices.”

Helpful Report

Posted 6 years ago

Hi Jo, I am so sorry to hear you were not happy with the level of help you received in our showroom. I would love to find out a little bit more about that so will send you a separate message. Our team in the London showroom try their best to be as helpful as they can and we generally get great feedback but there will of course be times when the team are busier than normal and therefore unable to help as much as they would like. We run a relaxed approach and try to let customers roam the showroom un-hassled as much as possible but should always be approachable and helpful when asked. Clearly we let you down on your visit and I am sorry for that. I will be in touch to find out a little bit more so we can try and learn from this. Best wishes, Daisy

Posted 6 years ago

“The light is lovely, I am very pleased with it. However, it arrived without the screws so I had to use what I had. Pooky were very good about sending me a set of screws but I received two brass screws for three holes? I have left the ones used originally.”

Helpful Report

Posted 6 years ago

Hi there, Thank you so much for your feedback and our sincerest apologies for the oversight. I can see the replacement screws were requested so it must have been a miscalculation by our warehouse. I have passed this on to them so they are aware you were inconvenienced but please do accept our sincerest apologies. We can certainly arrange to send 3 new screws for you so you can change these over if you would prefer? Please just let our customer service team know on hello@pooky.com and we can make sure that is resolved for you. Very best wishes, Daisy

Posted 6 years ago

“You have some beautiful lamps and I was looking for a small plain base only which is exactly what I got ... I would say I thought it would be a bit sturdier ... very light considering the price and also the wash looks a bit as though it was needing a wipe over a black smear but turned out not to be dirt! However too much bother to send it back. I would buy from you again but a bit disappointed this time.”

Helpful Report

Posted 6 years ago

Hi Patricia- I'm sorry that you have been disappointed with this product. As you say, this is a very little light, made from a sustainable hardwood (mango) and its light weight is only a function of its small size. It is solid, apart from the hole drilled to take the cable. The base is also whitewashed, which means that the natural grains from the wood do show through, and this is part of the intended effect. We do try and make details like this as clear as possible in the photography on the website, especially in the detail shots. But we fully accept that the ultimate aesthetic test is when the product is in the hands of the customer and this is why we try and make it simple and cost-free to return any products that do not meet expectations. Sorry that you were not pleased. If you do try us again in the future we’d be happy to extend you the first time buyer discount again – just let us know. If you did have any further queries then please do give me a call on 0207 351 3003, or drop me an email at hello@pooky.com and I would be happy to help. Best wishes, Becci

Posted 6 years ago

“Our lamp arrived faulty, so we organised a return & refund. The process was made pretty easy & the team were helpful along the way. We were then offered a discount of our next order which was appreciated.”

Helpful Report

Posted 6 years ago

Hi Ellie, Thank you so much for your review. I know it was a slightly more complicated replacement for you and I apologise for that but really pleased that you were able to choose an alternative lamp base instead! Very best wishes, Daisy

Posted 6 years ago

“I had high expectations for the item I bought, but was disappointed with the finish and quality. However, returning the item was easy and dealt with very efficiently.”

Helpful Report

Posted 6 years ago

Thank you for your feedback. I'm so sorry you were unhappy with the mirror. I can see you were in communication with Erica but did not want us to replace this for you so I am sorry not to have had to opportunity to send you a replacement product without the issues you expressed. It is never ideal for us to miss issues with products but unfortunately it can happen from time to time however we are always ready to help by sending out replacements and sort out any issues straight away. Your feedback was fed back to our warehouse so they were made aware of the missed faults. Please do get in touch with our sales team on 0207 351 3003 if you have any other problems at all. Best wishes, Daisy

Posted 6 years ago

“Attractive design, with some shortcomings. Ceiling rose on the light is smaller than a standard lighting rose, so required filler around original fitting. A larger rose, or backing plate would be useful. Screws provided were way too short. As there is no backing plate to attach to the ceiling before attaching the light, screws in the light itself need to hold the light up - not long enough to go through plasterboard, let alone into the wooden beams, or strong enough to take the weight of the fitting. Disappointing fitting, given the price of the pendant.”

Helpful Report

Posted 6 years ago

Thank you so much for your feedback. We have tried to keep our ceiling plates small due to popular demand for discreet plates but of course this may be harder to use when you have an existing, larger hole to cover. With regards to the screws we have not heard this before so I wonder if you may have perhaps received the wrong screws? I would encourage you to get in touch with our customer service team as soon as any concerns like these arise as we are always here to help. We certainly would never intentionally supply screws that were not suitable for this pendant so feel free to get in touch with us on hello@pooky.com so we can have the opportunity to sort any issues out for you, or even in advance of ordering to double check sizing if you are needing something to be a certain size, we are always happy to help. Best wishes, Daisy

Posted 6 years ago

“I found the customer service to be second to none. Queries that I had were answers quickly and my lamp arrived very quickly (it would have been the next day if Parcel Force had not sent it to the wrong distribution centre).”

Helpful Report

Posted 6 years ago

Thank you so much Sally but so sorry to hear Parcelforce let you down there! We have raised this with them so they can learn from it so thank you! Best wishes, Daisy

Posted 6 years ago

“Sadly when I searchedby the term ‘floor lamp’ the search included something that was more suited to a side table. It was in the wrong section. I purchased. Then I had to return. The returns process, whilst amazingly efficient via DPD at Habitat, made little to no sense as I was then impressed by Habitat’s offering and subsequently went onto purchase there. So close yet so far Pooky! That was my first ever experience.”

Helpful Report

Posted 6 years ago

Thanks for your feedback and sorry that you found the process hard. In our defence, the name of the product you purchased is the Trafalgar table lamp, which appears on the product page, and on the confirmation email, and we put the dimensions with the product but we'll take a look at the image and see if we can make it a little clearer that this is a table lamp and not a floor lamp. As for the returns process, it would be great to know a little more about why it made little or no sense. We offer a choice of either CollectPlus or DPD shops and they are both very widely used services in the online retailing world. We do get many comments about the ease of use but appreciate that you did not find it easy and we'd always like to try and improve where we can. I'm glad you found a good alternative. We'd be happy to try again in the future of course, were there to be another opportunity. Have a good week!

Posted 6 years ago

Hi again and apologies - i think i misunderstood your comments about returns. Now i get it - we directed you to Habitat to do your return and you changed horses. Totally fair and sorry we lost out to Habitat but not too much shame there - they're a great brand! Sorry for my misunderstanding. Tim

Posted 6 years ago

“I love my bathroom sconces, but the bulbs your salesperson recommended are unfortunately not fit for purpose. I asked about the best bulbs for use with a dimmer switch, and while the bulbs I purchased look great, they make a lot of noise (buzzing).”

Pooky 3 star review on 1st February 2019

Helpful Report

Posted 6 years ago

Hi Eli, Thank you for your feedback. All of our lightbulbs are dimmable LED bulbs however we do advise that the compatibility does entirely depend on Dimmer system being used in the house. Some older circuits will not have the appropriate allowances for use with newer LED dimmable bulbs but you would need your electrician to look into this for you and advise. If you would like we can try and send you our clear version of this bulb as that can sometimes work better with all systems? If so please do get in touch with our sales team on hello@pooky.com or call 0207 351 3003 and we can help further. Best wishes, Daisy

Posted 6 years ago

“Its a lovely pemdant light but seems to be very low in light. We tried different bulbs and the connector is poor quality.”

Helpful Report

Posted 6 years ago

Hi Shila, Thank you for your feedback. The Goodhew pendant is wired up to withstand up to 60Watts but we do advise using LED equivelants of up to 8w. The nature of anything with a gold finish will produce a warm reflective light, so this may well diffuse the light slightly as opposed to anything with a white interior. If you feel that there is a fault with this particular pendant then we would strongly encourage you to get in touch with our customer service team so we can arrange for a replacement and investigate the issue once the light comes back to us. The team can be reached on hello@pooky.com or 0207 351 3003 to help with anything at all. Best wishes, Daisy

Posted 6 years ago

“I love your range of styles and you have some really distinctive lamps. So much so I've recently bought two lamps from you as part of a redecoration project at my home. Although the overall aesthetic of your products is great, I was a little disappointed by the actual quality of craftmanship when the items arrived. I ordered a marbled lampshade for myself which looked as if it had been handpainted rather than marbled, and my boyfriend got me a large standing floorlamp for Christmas. The shade came loose from the metal spokes that support it on the second day (upon examining the lamp you could see it had been shoddily put together), and it looks like the lamp holder itself isn't quite level. I sort of want to love your brand, but I'm starting to wonder if it's a bit like Loaf. You've corned a sector of the market, and the marketing is all very plush and appealing, but the quality is a bit rubbish in reality.”

Helpful Report

Posted 6 years ago

Thanks Alexandra for your comments, which we take very seriously. First the marbled shades. The marbled paper is all handmade which is a process, as you may know, that involves laying sheets of paper on top of a film of water with patterns of marbling upon the surface. Every sheet, whilst the colours and overall theme of the pattens are the same, is different. And there are often little spots of colour. This is part of the process. We accept that this inconsistency and imprecision is not to everyone's taste but a lot of customers do love this look. We try and represent the shades as faithfully as we can on the site but of course with a product that varies as much as this, there will be discrepancies. If you are unhappy with it then please do feel free to send it back. The spoke of the shade is of course poor. The frames are spot-welded in at least 6 different positions. We supply thousands of these shades without any problem but the reality is that from time to time, especially with rough handling (which can happen in transit), a weld will fail. We will always of course replace any affected shade at no charge as painlessly as possible. And then for the lampholder, again on rare occasion, and it is very rare, the brass lampholder might take a knock in transit. Brass is a fairly soft alloy and this can nudge it off level. If this happens, it can be quickly straightened with gentle pressure, or of course if preferred, it can be returned for a replacement at no charge. We also supply many of our lamps with a swivel at the lampholder so that the angle can be altered if required. I wonder if your lamp was one of these (i cannot see which floor lamp you have as the order was not made by you). As i said above, we take these comments seriously. It is not our plan to build a business on image and no substance. We want to supply customers with a product that combines quality and design at an appealing price. I am sorry that you are not happy with what you have received to date. Do please contact our customer services team so we can try and resolve your issues to your satisfaction. Thanks - Tim

Posted 6 years ago

“Ok for a sale item. Very prominent seams.”

Helpful Report

Posted 6 years ago

Hi Kate and thanks for the feedback. Just to reassure you, our sale items are all sold as regular stock and not imperfects or rejects. The challenge with these marbled parchment shades is that the paper is handmade to a very limited sheet size so we are unable to make the bigger sizes from one sheet. This does mean there are necessarily two seams on some shades. One of the seams is very small but the main seam is a little bit larger (generally no more than 17mm) to allow for secure gluing. We will keep working with our suppliers to try and keep and reduce this seam size where possible. Regards - Tim

Posted 6 years ago

“Arrived promptly. However I’m a bit disappointed with lampshade’s material. It looked like linen on website but was very flimsy.”

Helpful Report

Posted 6 years ago

Thank you for your feedback and we are really sorry to hear you were unhappy with the shade fabric. We have tried to make our descriptions of each product as clear as possible and I can assure you these are definitely linen shades but they are just a thin linen so may not be as thick as you may have expected so I am sorry. We will look into how we can add this extra detail for those that may feel misled by the description as it is so thank you for your valuable feedback and please do get in touch with our customer service team on hello@pooky.com or 0207 351 3003 if you have any other questions at all. Best wishes, Daisy

Posted 6 years ago

“It was quite difficult to make a return. The parcels were very large and one was heavy. I had to ask a friend to assist me.”

Helpful Report

Posted 6 years ago

Hi there and thank you for your feedback. Unfortunately our returns process does require for the customer to take the items to a drop off location for the return but it is for this reason that we can offer Free Returns & Delivery for the majority of our orders. I do appreciate this may seem more laborious than a return from other retailers but as our items can be larger and more fragile than others it does require a little extra packaging to ensure their safe delivery. There are of course alternatives, which we do detail on the website, but these come at a cost so are not always the most appealing in comparison to the free returns process. Something to bear in mind perhaps for the future though and please do remember that our sales team are always on hand to help with any questions you may have. Feel free to give us a call on 0207 351 3003 and we can always clarify your options for you. Best wishes, Daisy

Posted 6 years ago

“The purchase was great The delivery was troubled I was given a 2 hour slot on the delivery day. 5 minutes before the end of that slot I was informed the lampshade would not be delivered. I gave a safe place for delivery the next day. The delivery did not take place as the delivery company did not receive the information. On the 3rd day my parcel was finally delivered”

Helpful Report

Posted 6 years ago

Hi there and thank you for your comments. Delivery is the part of our business that we outsource and we continually assess the options to try and ensure we work with the best provider. We use DPD and 99% of the time they are very good, but sometimes, particularly at busy times of year such as the run in to Christmas, there are problems with missed deliveries, failed communications and breakages. We will always do our best to support customers who experience difficulties with deliveries and try to expedite them as painlessly and quickly as we can. We're sorry that your delivery was one of the problematic ones and glad that your Pooky goods did get to you safely in the end.

Posted 6 years ago

“The glass looks cheap, it's a much a brighter shade of green than it appears on the photo. I was expecting a bit more of the product considering the price (and that's even with the 15% discount that I had!). I personally wouldn't pay more than £30-£40 for it and it costs £65.”

Helpful Report

Posted 6 years ago

Sorry that you weren't so happy with your product. We try as hard as we can to make sure that colours on the website are faithful to the colour of the actual product but as i'm sure you will understand, there are lots of factors (computer screens, monitor set-up, photography, whether the product is being viewed in sunlight, daylight or darkness) that may have an effect. We will always happily accept a return if customers are unhappy with the colour or it doesn't match their room. Please let us know if that would be your preference.

Posted 6 years ago

“Lampshade was absolutely excellent when it arrived - just what we wanted. But was late as was delivered to wrong person first of all. Also found the service in the shop to be a little chaotic.”

Helpful Report

Posted 6 years ago

Thanks for the review and we're glad that you're pleased with your lampshade. Sorry that it was delayed in getting to you. We use a third party for our deliveries and they are generally very good - but on occasion, there are problems and we work with them to try and make sure problems get resolved quickly. We will ask them to check what happened here. As for the service in the shop, sorry you found it chaotic. We have been doing a lot of amendments recently to try and incorporate the new range and this has made things slightly disorganised during the refurb. We do try to keep things friendly and informal but would not want to give the impression that this means slap-dash. We take your comments on board.

Posted 6 years ago

“Lovely lampshade but unfortunately didn't sit quite right in the room. Check the return policy though as I was charged even though the website states free returns. Dissapointed.”

Helpful Report

Posted 6 years ago

Hello Helen - i am really sorry. This was just a plain mistake at our end and you absolutely should not have been charged to return the item. We will reimburse you straight away. Our returns policy is free returns on almost all full price items. We do charge a nominal amount to return sale or promotional items, and we also ask for a contribution for the return of heavy items. I'm sorry that you were charged in this case, Thanks for raising it and pointing out our error.

Posted 6 years ago

“I love the Apollo pendant lamp, however the screws it came with were cheaply made and totally inappropriate for such a heavy lamp. They were small and thin masonry screws. It would have been useful to have alternative wood screws - with wider holes in the fitting. The heads on the screws were very shallow which made it difficult to screw them in.”

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