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Pooky Reviews

4.9 Rating 29,484 Reviews

98 %

of reviewers recommend Pooky

Company Reviews

Product Reviews

4.9

Based on 29,484 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	5 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

Pooky 5 star review on 18th April 2024

Pooky 5 star review on 18th April 2024

Pooky 5 star review on 13th April 2024

Pooky 5 star review on 13th April 2024

Pooky 5 star review on 13th April 2024

Pooky 5 star review on 13th April 2024

Pooky 5 star review on 13th April 2024

5068

Anonymous

Anonymous // 01/01/2019

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

“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”

Pooky 1 star review on 11th April 2024

Posted 1 week 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 week 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.”

Posted 3 weeks 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 3 weeks 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”

Posted 1 month 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 month 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.”

Posted 2 months 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 2 months ago

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

Posted 3 months 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 2 months 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 😩”

Posted 3 months 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.”

Posted 3 months 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 3 months 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”

Posted 4 months 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.”

Posted 4 months ago

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

Posted 4 months 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 4 months ago

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

Posted 4 months 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 3 months 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.”

Posted 4 months 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 4 months 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”

Posted 6 months 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 6 months ago

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

Posted 6 months 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 6 months ago

“The lights did not work and blew the fuse in our lounge!”

Posted 6 months ago

Hi Lucy, I'm so sorry to see you had an issue with the lights on your order. I can see you have requested a full refund, which we will be able to do for you as soon as the items have been received by our Warehouse team. It did sound like you may have had a faulty bulb with this that has blown the fuse, which we would have been able to replace for you. I'm so sorry that this has resulted in you returning your complete order and I hope to have the opportunity to regain your trust in the future. Best wishes, Becci

Posted 6 months ago

“I would write a review but as 5 of the items arrived smashed not very happy. I asked for a refund on 4 of them and a replacement of one. Until this is sorted you won't be getting a good review.”

Posted 7 months ago

Hi Gillian, Thank you for taking the time to send in your feedback about your order. I'm sorry to see some of your shades arrived smashed! I have fed this back to our Warehouse team so we can review the packaging for these. In regards to your refund and replacements, I can see you notified us of the damaged items on the 14th September, and we processed the refund on the 18th September once confirmation had been received. Your replacement shade has been dispatched today so should be with you in the next few days. Once again, I'm sorry that your order arrived with some damages but I hope you will be pleased with the remaining 4 glass shades you have decided to keep. Best wishes, Becci

Posted 6 months ago

“3 glass lampshades delivered all broken!!! Insufficient protective wrapping and no fragile labelling on box! Very disappointed.”

Posted 7 months ago

Thank you for your feedback. I am sorry to hear that your shades were damaged in transit. Unfortunately this can happen with more delicate items such as our glass shades, and we will be sure to pass this feedback on to the packing team and our courier so that this can be prevented in future. I can see that my colleague has issued a full refund for these shades, so I am glad that we have resolved this issue for you. Best Wishes, Emmy

Posted 7 months ago

“defective prodcut”

Posted 7 months ago

Thank you for reaching out to us with your feedback. I am sorry to hear that you have received a faulty item. I can see that our customer service team have remedied this for you, and a replacement lamp is on it's way to you. I am glad that we have managed to sort this issue for you, and please do let us know if there is anything else we can help you with. Best Wishes, Emmy

Posted 7 months ago

“This has been my go-to place for lamps (they are good quality) but I can't comment on my last order as they never arrived as the courier delivered them to the wrong address and I think they were lost. I got a refund when I asked and customer service replied to my emails promptly so on paper they handled it but I was the one chasing and was told there was nothing Pooky could do until the courier had done everything. I guess I could have waited weeks but after 3 days in a row of staying in deliberately waiting for them I decided to take my custom elsewhere. Maybe I expect too much of customer service but I guess it's ok to inconvenience customers and put the burden on them when it goes wrong.”

Posted 7 months ago

Hi there Maria, Thank you for taking the time to send us your feedback. I am so sorry you have had some problems with DPD delivering your order to you. I can completely understand how frustrating this must have been for you, I do apologise for this. Unfortunately, although we do work with DPD, once your order has been dispatched from the warehouse we have very little control over how this reaches you and in some instances, we do sometimes see items being lost in transit. I can see that your order was refunded in full due to being lost, I am so sorry for any inconvenience this may have caused. If there is anything else I can help with, please do let me know. Best wishes, Em

Posted 7 months ago

“I was so excited to receive my Pooky order and when I opened it, it was broken 😡 the little switch for turning it on is not accessible and the stem is completely loose.”

Posted 8 months ago

Hi there Sonia, I am so sorry that you have received your order and it has arrived damaged. Unfortunately, once the order leaves the warehouse we are not in control of how the boxes are handled so I do apologise as it sounds as though this could have happened if the box is dropped. I can see that you have not been in contact with us regarding this, please do get in touch with a photo of the damaged lamp and we will do our best to get this rectified as fast as we can so you have a lamp that works and looks great. Kindest regards, Em

Posted 8 months ago

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Pooky is rated 4.9 based on 29,484 reviews