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

“Do not touch poor quality”

Helpful Report

Posted 1 month ago

Hi there, I am sorry to hear that you have not had a good experience with us. I can see you have made an order with us back in 2023 that was not returned to us so please do get in touch if we can help at all with any further orders that have been made and we will be happy to look into this further. Best wishes, Em

Posted 3 weeks ago

“Sadly not one lamp base or shade was the same colour as the photographs on-line. Quite different. All had to be returned. One base had a firing fault and had clearly been returned by another customer as most of the packaging was missing. Paid for next day delivery and it took 3 days to arrive.”

Helpful Report

Posted 4 months ago

Hi there, I apologise that you had received your order and it wasn't quite as expected. We do everything we can to try and ensure that the colours of our products are represented faithfully online. But it is unfortunately a fact that different devices (PCs, Macs, tablets, mobiles) all have different technologies and colour set-ups and this can result in colour differences depending on what device you view the product on. We offer free returns so that if an item in the flesh is not as you were expecting it, and does not work in your scheme, you are free to return it. I am sorry that your experience with us was not how we would have hoped. If you wish to talk to us further regarding this, please call our customer service line on 02073513003. Best wishes, Em

Posted 2 months ago

“One order for several items, one payment. Each item delivered separately so had to stay in for each delivery, very frustrating. Was told the company are trying to be ‘green’ and reduce packaging. Don’t think the poor delivery drivers would agree you are being ‘green’. Returned whole order, which tracking showed was delivered on same day, but items refunded on different days with different invoices. 🤷🏼‍♀️”

Helpful Report

Posted 6 months ago

Hi Carolyn, Thank you for getting in touch with your feedback. I am sorry to hear of the inconvienience this has caused you. Here at Pooky, we do ship all of our items together, so I do apologise that these were split by our couriers and I will definitely have this feedback passed over to them for you. When items are returned back to us, a similar situation can occur, meaning if they are in different boxes, they can reach us at different times due to being split by the courier. We do ensure to get you refunded for any returns as soon as they reach us. I can also see my colleague Abi has spoken with yourself to let you know that all feedback will be passed over to appropriate parties. My apologies again, and please do get in touch with us if there is anything else we can help you with. Best wishes, Paris

Posted 6 months ago

“I ordered 2 Spool lamp bases and 2 shades. I had to return both lamp bases. They were very roughy glazed and badly finished with sharp, chipped edges. However, the customer service is excellent.”

Helpful Report

Posted 10 months ago

Hi Hilary, Thank you for your feedback. I am sorry to hear that there was some issues with your lamps. I can see that this feedback has been passed on to our production team so that this can be improved in future with this item. I am glad that our customer service team has been able to help you with this, and that you were happy with the service. Please don't hesitate to get back in touch if there is anything else we can help you with. Best Wishes, Emmy

Posted 10 months ago

“This was our 2nd pooky purchase having been so pleased with the first one. This one however, with the genesis magnets, is not suitable if you plan to move your light around. Inside/outside, and specifically for us storing in a campervan. The shade is way too wobbly and if carrying at a 45deg angle the shade is liable to fall off. If your plan is to leave it in the same place then the wobbly nature of the light will not affect you. My other gripe is the change of position of the on/off switch from easy access base to under the genesis light bulb. I’ll need to physically look under the shade, turn it around to find the switch . There is a remote supplied but thats just extra hassle from what was a beautifully designed elegant light. As i said to Pooky, am gutted by redesign. and genesis bulb. Not fit for purpose.”

Helpful Report

Posted 10 months ago

Hi Joanne, Thank you for getting in touch, we really value customer feedback, particularly when it comes to new product launches. Our Genesis range of rechargeables is a new range for us, and we have done lots of testing to ensure the products work as intended and that our customers love them. Due to the magnet attaching the shade to the lamps, unfortunately if turned upside down the magnet may not be strong enough to keep a shade on. In our testing we found that the magnet was strong enough for the majority of a range of movements that the lamp would need to make being taken in and out of the house. As you have had issues with moving the lamp around with the shade attached, this feedback has been passed on to our production team to amend this going forward. Some new designs are already in the works, that will hopefully increase the manoeuvrability of the Genesis. The light is designed to be used with the remote control supplied, as customer feedback from previous ranges has suggested that a remote would be easier. We understand that this may not be the case for everyone, and I will be sure to pass on the feedback regarding the accessibility of the switch on the base for you. I can see that you have contacted our customer service team regarding this issue, and we would be happy to replace the lamp for our standard plug in version instead if you would like. If you would like to proceed in this way please contact the team at hello@pooky.com, or of course you can return the item for a refund instead if you would prefer. We apologise for the issues that you have had, and please do let us know if there is anything we can assist with. Best Wishes, Emmy

Posted 10 months ago

“Unfortunately the glass pendant shades delivered were not suitable . One had a chip on the rim and visible air bubbles. The design of the knurled screws on the ceiling rose did not fully seat down therefore exposing the screw thread which was unslightly . I was very disappointed as I had high hopes for the product . I have returned order back to Pooky for a refund.”

Helpful Report

Posted 10 months ago

Hi Catherine, Thank you so much for getting in touch with your feedback. We are sorry to hear that your items have had some issues. All of our glass shades are hand blown, so as a result they may have some small bubbles and chips in them from time to time. If this happens we are more than happy to organise for a replacement shade to be sent out to customers. As you have decided to return the items for a refund, we will issue the refund when we receive the items back to us. If there is anything we can assist with in the meantime, please send an email over to hello@pooky.com and the team can assist you further. Best Wishes, Emmy

Posted 10 months ago

“Unfortunately, I was very, very disappointed about quality of your little stand table lamp. I already wrote an email with pictures proving the really disappointing quality. I was very excited about my purchase and I still can’t believe how you can sell products like this . Also, lampshades are having completely different color than on website. I ordered light pink lampshades and received the product that I would never order if the picture will reflect the real colour. I was ready to order two expensive chandeliers with lampshades but now I am really worried about the quality of my future chosen products. Very disappointing, I had no feedback for my email. I am going to return the lamp stand and the lampshades but when I think how excited I was with my order, how I shared my happiness with my family members and what I received it is unbelievable. My mum and sister also couldn’t believe what I received. My order number is 3000502708”

Helpful Report

Posted 1 year ago

Hi Monika, Thank you so much for sharing your feedback with us about your recent purchase of our Pooky stand table lamp. As a customer-focused company, we deeply appreciate your effort to provide valuable insights into your experience with our product. We are truly sorry to hear that you are disappointed with the quality of the lamp, and we understand how frustrating it must be for you. We know how excited you were to receive your purchase, and we apologise for not meeting your expectations. Please know that we take your feedback seriously, and our team is thoroughly reviewing the matter to address the situation appropriately. We also apologise for our lack of response to your email. This is not the level of customer service we want to provide, and we are actively working to improve our communication channels for better assistance in the future. Your feedback and concerns have been escalated to the Customer Service manager who will be in touch to discuss your experience further. Regarding your most recent order, we understand your concerns about the potential impact on your future purchases. We want to assure you that we value your satisfaction and loyalty, and we want to make things right for you. Once again, we apologise for any inconvenience caused, and we look forward to resolving this matter to your satisfaction. Best wishes, Mara

Posted 1 year ago

“Absolutely appalling.. I’d like the chief exec. to call me please. 07471659044 I bought x 3 roddy lights all of which are visually displayed on the website in the bathroom above the sink. I called Pooky prior to ordering them to make sure the ones I particularly liked were suitable to be told they were. .. my electrician called me to question if they were suitable for the bathroom as I was away I told him Yes due the pooky and the phone call. They are not. Due to the fact that they were put into the wall Pooky will not take them back. Also all the glass bars fell out as there is no support from the light installation process. Utterly unacceptable and not fit for purpose. I want a full refund. Then I want to purchase the correct ones that are suitable but Pooky won’t do that. My friend had a lot of trouble with them too. They are not good for PR and I’ll tell all my friends not to use them.”

Helpful Report

Posted 1 year ago

Hi Karen, I'm so sorry to hear that your experience with our product hasn't been positive. We take all feedback seriously, and we appreciate you taking the time to let us know about your concerns. I want you to know that our team is committed to ensuring that our customers have the best possible experience with our products. That's why we have investigated your order and have already reached out to discuss how we can make things right. Regarding the Roddy, we understand how important it is to have a safe and reliable product in your bathroom. We want to assure you that it is suitable for bathroom use, but for safety reasons, it must be placed at least 60cm away from any water source, as it is not IP-rated for use any closer to water. Our team leader had suggested exchanging the items for the Baby Roddy IP44, along with a partial refund to match the price. We understand that this offer was refused, and we're sorry that we couldn't meet your expectations. Please understand that our terms and conditions do state that we don't accept returned items that have already been installed. However, we also understand that they were installed in the incorrect zone, and as a gesture of goodwill, we're willing to accept the return. Our team leader will be in touch with you shortly to discuss this further and work towards a resolution that meets your needs. Best wishes, Mara

Posted 1 year ago

“Honestly not impressed. I wanted a gift voucher for a friend - went to the shop - they don’t sell them - you must buy it online . Bought it online at home - really underwhelmed at an unimpressive looking offering , printed over two pages . I wanted a voucher for £300 - so had to buy and print 3 separate pages . For what was meant to be a nice looking gift , I ended up with 3 doubles sided pages of A4. Luxe - it was not”

Helpful Report

Posted 1 year ago

Hi Maria, Thank you for taking the time to write this review, I am sorry that you were left unimpressed with the gift cards that you have bought from us. The cards should be printed onto one page so I do apologise this has happened to you as I can understand your frustration with this. Please do let us know if you would like us to print out any of the cards and send them out to you via post to avoid these being printed on two pages. Kindest regards, Em

Posted 1 year ago

“The lamps are absolutely fabulous, there is no doubt in that! However, the customer service we received in your Chelsea showroom was appalling. We had to ask multiple times for help, with salespeople who didn’t even look up when you walked to the desk. They offered little to no help, and then when we had decided on a lamp, they then said we couldn’t use a gift card in store. Instead of helping us order it online in store together, they said “why not just go to a coffee shop or elsewhere and just order a lamp on our phones!”. We left the store unhappy and having spent nothing, which seems an odd thing to let a customer to do.”

Helpful Report

Posted 1 year ago

Thank you for taking the time to share your feedback, we appreciate all feedback both positive and negative and this is what helps us grow and work on making sure things like this don't happen again. I am really sorry you had this experience in the showroom, this is definitely not what you should expect. I would be very grateful if you could send an email with more details, date and time if possible to hello@pooky.com. This will allow me to speak to the relevant members of staff. If you are ever returning to the showroom which we hope you do, we would love to show you the standard of customer service you normally should expect from Pooky. Best wishes, Robyn

Posted 1 year ago

“Not received. Courier company failed to deliver (on 2 occasions) so have cancelled order.”

Helpful Report

Posted 1 year ago

Hi there, I am sorry to hear you have had some trouble with DPD delivering your order and I can only apologise for this happening. Once the order is dispatched, we have very little control over this so I am sorry this never arrived with you. Kindest regards, Em

Posted 1 year ago

“I am so disappointed these were orders in June and fitted. They were to hold original 1950s Moravian stars. Which we were having as bed side lights. The stars were fitted to it and back in November we heard an almighty crash and the tiny spot welds that holds on the shade to the bracket had sheered off on one of them. I could not get the two tiny bits that screw together to get the light shade off. Indeed as they are glass it did survive the fall. I am currently looking for alternative bedside wall lights at more cost (including the electrician!) instead of being able to use my beautiful vintage lights. I cannot tell you how profoundly disappointed all because a spot weld sheared. Do not put anything other than a fabric shade on these lights!!!! Someone has suggested gorilla glueing it so it might be my last ditch efforts before spending more and ditching my Moravian stars 😩”

Helpful Report

Posted 1 year ago

“Does not disclose duties and full delivery costs at the time of the purchase. Bought 4 £80 lamps. Paid more in delivery and duties.”

Helpful Report

Posted 1 year ago

Hi there, Thank you for taking the time to review your order. As a company delivering overseas, we do try to soak up some of the shipping costs ourselves however unfortunately we are unable to pay all of this. At the point of sale, we advise that the initial shipping fee will be for orders under 5kg in volumetric weight and we will be in touch with you if the order exceeds this. Unfortunately, your order was larger and we did need to contact you regarding the shipping quote we received from DHL. We understand that this can be quite expensive so we like to give the option to cancel this before it is sent out. If you have any further questions regarding this, please do not hesitate to call our customer service helpline. Best wishes, Em

Posted 1 year ago

“single watson spotlight in antiqued brass - no exchange Bought two of these to illuminate a couple of cupboards but the G9 bulb is extremely weak and is the only bulb that will fit. Did track down a stronger one but doesn’t fit as too long. Contacted company to exchange but was refused as we had fitted them - not sure how we would have know how weak and not for purpose the bulb would be without fitting them?! Disappointed with attitude from Pooky, I’m a loyal long term customer and was willing to upgrade. I also know they do take returns and exchange because I’ve been to their outlet sales of those same items”

Helpful Report

Posted 1 year ago

“Painfully onerous returns policy that basically means if it's the mounting hardware at fault you can't return, as you have fitted the light and it is no longer in a saleable condition. Avoid if you have a busy life and want a less stressful experience. Look elsewhere.”

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Posted 1 year ago

“Delivered in a very poor condition. Wooden body was covered with green mold. The paint work has faults. I definitely do not recommend.”

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Posted 1 year ago

Hi Engin, Thank you for taking the time to send in this review. Firstly, I'm so sorry you have received a base in this condition. That is absolutely not our usual standard, so I will be contacting you directly regarding this as I can see that you haven't been in touch with us as yet. The paint finish that you have also noted is the finish of these bases - they are not a solid black and the texture of the wood does come through though we understand that this may not be to everyone's tastes. Best wishes, Becci

Posted 1 year ago

“I have not received my order. Please check it.”

Helpful Report

Posted 1 year ago

Hi Alumdena, I am sorry to hear about this, it looks like there was an issue with the courier. I can see that you had reached out to my colleague regarding this, and your order was resent and has since been delivered to your address. Please do contact our customer service team if you have any further issues. Best Wishes, Emmy

Posted 1 year ago

“Both lamps in my order were faulty - one stem was broken and the other would not connect with the bulb. Not even a gesture of goodwill for the hassle of returning.”

Helpful Report

Posted 1 year ago

Hi there Sam, Thank you for taking the time to write this review. I am sorry that you have not had the best experience whilst shopping with Pooky and I can completely understand this must have been frustrating for you to receive damaged items. Unfortunately, as hard as we try to keep the items safe in transit, sometimes this does happen and some of our products can get damaged. Again, we are sorry for any inconvenience. Best wishes, Em

Posted 1 year ago

“I never received my order although I payed the custom dutys on October the 2nd ? What can I do ? Thank you in advance, Jocelyn Poux”

Helpful Report

Posted 1 year ago

Hi Jocelyn, I'm sorry you have not received your order! We would need to look into this further, but it does look like the couriers have returned this back to us. I can see you have now been in touch with our Customer Service team who will be able to look into this further and arrange for another order to come out to you at no additional cost. I'm sorry again for the inconvenience this has caused, but hope you will be happy with your order once received. Kind regards, Becci

Posted 1 year ago

“Although very friendly, a very bad customer service experience”

Helpful Report

Posted 1 year ago

Hi there, Thank you for taking the time to write this review. We are sorry that you were not happy with the customer experience when buying from us. If you would like to get in touch regarding this please d give us a call on 02073513003. Kindest regards, Em

Posted 1 year ago

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

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