Pooky Reviews

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

4.9 Rating 30,363 Reviews

98 %

of reviewers recommend Pooky

4.9

Based on 30,363 reviews

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 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

5609

Anonymous

Anonymous // 01/01/2019

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

“I love Pooky lights - they are lovely and great value. However, the ordering experience is exhausting - several orders I’ve placed with Pooky had faulty and/or damaged items. Often key pieces (e.g. galleries or reducers) are missing from the orders. Customer services are great and send out replacements and missing parts swiftly (although one such replacement got sent to an old address, despite confirming the correct delivery address… as I said, exhausting). The products and customer services are fabulous but it’d be so much better if they could get things right the first time around.”

Helpful Report

Posted 2 years ago

Hi and thank you for the feedback. Sorry that you have had a frustrating time with your order(s). We understand how importasnt an efficient ordering process is for our customers and do our best to get it right first time, which is just so much better for everybody. I think we do so most of the time but no doubt we could always do better and your review is a really helpful piece of feedback for our fulfilment teams. Orders can be fiddly, with lots of different parts that need to be included - but that's our business and so we need to make sure we get it right. Your feedback will be shared. Thanks again for letting us know. Best wishes - Tim

Posted 2 years ago

“Amazing service and really quick delivery. The lights however are a nightmare to fit! Look beautiful when they are up, but took over 2 hours to fit in my Victorian bathroom as the walls are not all completely flat and tthe backing plates really needs a perfectly flush wall. Dreading when a lightbulb goes and I need to touch them again”

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Posted 2 years ago

“Good product. Probably £40 overpriced if I’m honest.”

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Posted 2 years ago

Thank you so much for your feedback, Claire. We have tried hard to ensure our products are of the best possible quality whilst keeping the prices as reasonable as possible and we do feel we have achieved this. Of course, there are some higher-priced items in our range and those are priced due to the size and cost of the materials but we certainly try and keep the prices as low as we possibly can. If you did have any specific feedback about the items you have purchased, then we would be interested in hearing this so please do send it over to hello@pooky.com. Best wishes, Becci

Posted 2 years ago

“Beautiful light - disappointing ours arrived with shards / lumps of glass wedged in the metal casing that made slotting the glass into the holes tricky / not aligned properly - not as we'd hoped. When we contacted Pooky the product was out of stock so we had little choice but to make the best of it. It's a beautiful product but for the price, the experience wasn't great.”

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Posted 2 years ago

“Efficient service, good communication, trustworthy company.”

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Posted 2 years ago

“Good service quick delivery but products virtually impossible to fit in most situations”

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Posted 2 years ago

Hi and thank you for the feedback. We're sorry to hear that you've had problems fitting products. If you have a moment, then we'd really like to know a bit more because of course we're concerned that you had issues. I'm sure you have good reason for your feedback but it's not something that we hear from other customers and we'd like to work out what happened in your case, whether it was a one-off (which we do accept can happen) or whether we need to review the way we construct ay of our products. You can send an email to hello@pooky.com and one of the team will get back to you. Again, thank you for the feedback - it is very helpful in our quest for constant improvement. With regards - Tim

Posted 2 years ago

“Really pleased with pooky. Great website. You can try the shades on different bases. Delivery was excellent, very quick.”

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Posted 2 years ago

Hi There, Thanks for letting us know that you're pleased with your Pooky experience. Thank you for sharing your image with us, the lampshade looks perfectly at home in your beautiful room! Best wishes, Taylor

Posted 2 years ago

“I purchased a lovely mirror which arrived two days late and was broken on delivery. Not Pookys fault. But I was told by sales team that I could take it to the post office or pay £15 to have it collected. No way! I ordered a replacement which was to come today via parcel force. I see the mirror has been misdirected to Leicester. I live in Bristol. Again not your fault but Will I ever see an intact mirror. Perhaps you need to look at the carriers you use. Oh, and take full responsibility when items are delivered broken. Thanks, I’m sure I’ll enjoy the mirror if it ever gets here!”

Helpful Report

Posted 2 years ago

Hi there, I am so sorry to hear that. For something to have arrived broken we certainly wouldn't expect you to pay to return that. I can see that my colleague arranged a free collection for you this past Monday but I apologise if there was any confusion. I have asked one of our customer service team to look into your missing replacement as well, I am so sorry that has not arrived yet but the team are always on hand to help out. One of the team will be in touch shortly for you and hopefully we can resolve this for you nice and quickly now. Very best wishes, Daisy

Posted 2 years ago

“No problems with delivery or order . Disappointed with the colour of the shade but bought it in sale where I have to pay postage on delivery and returns so decided not to return.”

Helpful Report

Posted 2 years ago

Thank you for the email and sorry that you were disappointed with the colour of the shade. We do take lots of care to try and ensure that colours are represented faithfully but as you will know, colour can be affected by screen type and also by the lighting in which it is viewed. Not meaning to nit-pick, yes we do make a charge for returns of sale items but in general, all deliveries to the mainland UK are free. It's only orders under £30 that attract a delivery charge and as your product was reduced substantially, yes in this case there was a delivery charge. I hope this was all clear. Thank you for writing in to let us know about your experience - it is invaluable for helping us to improve. Best wishes - Tim

Posted 2 years ago

“I liked the product - I think based on the price all your lights should come with a bulb. I brought it knowing it didn’t include a bulb - just think that would be a nice touch.”

Helpful Report

Posted 2 years ago

Hi Ben- bulb choices are so personal, which is why we don't supply them as standard and love to give our customers the option to choose their preferred style, as there are so many variants. I do understand that it can be tricky finding a bulb but our Customer Service team are well versed in this so if you did need any advice then please do give us a call on 0207 351 3003 and we can certainly help! Best wishes, Becci

Posted 2 years ago

“New lamps fused the lights in my house 3 times, eventually to discover a faulty bulb had been supplied! annoying”

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Posted 2 years ago

Hi Rebecca- I'm sorry to see that you had received a faulty bulb. I can see you have spoken to a member of the customer service team who has issued a replacement for you but I can only apologise for the inconvenience this has caused. It would be great if we could get this bulb back to be investigated, so if you haven't disposed of it already then please do get in touch and I can discuss the return of this with you. Best wishes, Becci

Posted 2 years ago

“Not good this time because you gave me the wrong tracking number and I was frantic when the goods went elsewhere. Didnt like the lamp this time either. Previous orders absolutely marvelous.”

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Posted 2 years ago

Hi Susan- I'm sorry to hear you've had trouble with this delivery. I've looked into this and can see we did supply you with the correct tracking number so I'm not sure why you will have received the wrong information for which I can only apologise. I can see you have returned your lamp bases, so we will process this refund for you upon their arrival at our Warehouse. Best wishes, Becci

Posted 2 years ago

“Hi , received my lovely lamp, but the bulb doesn’t work so had to buy one,”

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Posted 2 years ago

Hi Tina- I'm sorry that your bulb hasn't worked in your Phileas base. I've just called and left a voicemail on your mobile, as we can of course arrange for a replacement to be sent out for you. If you can get in touch with our Customer Service team on hello@pooky.com then we can arrange that for you. Best wishes, Becci

Posted 2 years ago

“Can only give 3 stars for my 2 Phileas rechargeable lamps as unfortunately one of them would not charge, which was most disappointing. However it’s being collected tomorrow after I made a telephone call today and hopefully a new one is on the way. The other negative is the £14 delivery charge to Northern Ireland which is rather steep, we are still in the UK!”

Helpful Report

Posted 2 years ago

Hi Valerie, So sorry to hear that but thrilled we have been able to sort out a replacement for you nice and quickly. It is disappointing when issues happen like this but we always work hard to resolve with as little inconvenience as possible. Unfortunately delivery to Northern Ireland does still cost us more than the rest of the UK as the delivery is still having to be shipped over water, which incurs extra charges by the couriers. We do cover most of these costs but ask our customers to contribute towards the charge. We are always working to find the best options and will continue to do so but our apologies this is not at a better cost yet. We do really appreciate the feedback, thank you so much. Best wishes, Daisy

Posted 2 years ago

“Photography on website does not represent the actual product accurately enough. Disappointed I had to send my lampshade back. I will know not to buy on line in the future. Always love Pooky designs.”

Helpful Report

Posted 3 years ago

Hi, Thank you for your feedback but sorry to hear the product 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. If you would prefer to return this, then please do get in touch with our Sales Team on hello@pooky.com, and we can help to arrange this for you. Best wishes, Felicity

Posted 3 years ago

“I've ordered a couple of things from Pooky and they've turned up slightly mis shapen. One was a light shade which we had to return (customer service was great) and another which we've gone ahead and kept anyway because I didn't feel it was noticeable enough to need to exchange. The products are beautiful but the makers need to be more careful for such expensive products!”

Helpful Report

Posted 3 years ago

Hi, Thank you so much for taking the time to leave your feedback, we always appreciate hearing from our customers. I am glad to hear that our customer service team were able to resolve the issue, your feedback will be passed on! Best wishes, Felicity

Posted 3 years ago

“Unfortunately I am u able to review as lampshade as not delivered by courier, who claimed I was not home.(totally untrue) As I am housebound delivery to a pick up is of no use to me. I am not happy to inconvenience friends by asking them to pick up items couriers lie about”

Helpful Report

Posted 3 years ago

So sorry to hear you have not received your shade, Gillian! I have just had a look into this and can see DPD had delivered to your nearest drop shop - they can sometimes do this if they run out of time on their delivery routes to save keeping customers in waiting another day, but I appreciate that is not always convenient for everyone! I can't see that you have been in touch with us at all, but will ask the customer service team to reach out to you as soon as possible so we can rectify this for you. Best wishes, Jessica

Posted 3 years ago

“Great lights and speedy delivery. Only hiccup came when ordering two big holophane lighte, it was not clear that the fittings needed to be ordered separately. So we had to send the lights back at a charge of £30. Plus recommended bulbs for another set of lights were too big. But a great selection and speedy response to queries so would use again.”

Helpful Report

Posted 3 years ago

Sorry to hear you have had some issues with ordering, Reena! We have one pendant kit for the Holophane, but a couple of glass options, so you do need to select your chosen glass as well as the hanging kit - I can appreciate this might not be so obvious, so apologies about that! I'm glad to hear the team were able to assist you nice and quickly & we look forward to having you back again! Best wishes, Jessica

Posted 3 years ago

“Love Pooky for its style and options. But its taken three deliveries and two and phone calls to get the right fitting, despite the site initially showing pendants that would fit. Fingers crossed they send the correct gallery tbhis time!”

Helpful Report

Posted 3 years ago

We are so sorry that your experience has not been a smooth one Sandi and I sympathise that this must be incresibly frustrating. I want to thank you for your continued patience and understanding during this time and we do hope there are no further issues moving forward. Please do contact us on hello@pooky.com if there is anything else we can do to help or regain your trust in us. Best wishes, Anika

Posted 3 years ago

“Beautifully made lampshade but its more Aubergine than Ruby.”

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Posted 3 years ago

Thank you for your feedback Victoria and I am sorry you didn't find the colour to match the description. I would view Aubergine as more of a purple then what I would say the Candy Stripe shade is but absolutely take that on board and we will review should we receive anymore feedback of the same. Colour is so subjective and whilst we try and use true to life photographs, as well as our descriptions there will always be some difference in perspective there but we will be sure to keep an eye out for anymore feedback we receive on the colour. With best wishes, Daisy

Posted 3 years ago

Pooky is rated 4.9 based on 30,363 reviews