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

“I've bought from Pooky previously and raved about the lamp ( the Lucy 'cabbage lamp.) But this one is a definite thumbs down. The cleverly named ' genesis' rechargeable unit is nowhere near good enough. It lasted only 3 hours an evening for 3 nights before needing a re-charge. Bear in mind it takes 5 hours to re-charge you have to be constantly thinking when you'll next want to switch it on. So any ad hoc use is out of the question. Added to this the unit has a life of two years and then has to be replaced. I won't be buying another and I certainly won't be recommending it.”

Helpful Report

Posted 1 week ago

Hi Victor, Thank you for taking the time to share your feedback. I’m sorry to hear that the Genesis rechargeable cell hasn’t met your expectations. We appreciate your loyalty from your previous purchase and understand how frustrating battery life and recharging times can be. As mentioned on the website, our Genesis Cells should last 9-17 hours, depending on the brightness of the bulb. If the lamp does not meet your requirements, then we are happy to issue a return and a full refund once the item is sent back to us. If you have any questions, please do not hesitate to get in touch. Warm regards, Em

Posted 5 days ago

“Unfortunately I'll feel disappointed with the lamp I received, the first lamp I received was damaged and the second lamp is discoloured has funny orange marks on it .they were quick to send a replacement for the first one in time for a gift, but I couldn't ask for a second replacement because i wanted to give the gift on time, she is happy to live with the marks but we are all disappointed on the quality of item that was over £50 ! First time using this company and not sure I'll be ordering another lamp base .”

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Posted 2 months ago

“Take care - products not as shown on webstore. I ordered a lovely 'Beacon' candle holder in 'antiqued brass'. It looked so beautiful on the webstore. What arrived was a dull, spray-painted disappointment. Customer service tried to fob me off, saying it was a screen/OS/Browser issue. Shameful. I'm now faced with the task of removing the paint to return it to beauty.”

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Posted 2 months ago

Hi Patrick, Thank you for taking time to leave a review. I am sorry that the Beacon did not reflect the image on the website. I have just tried to give you a call regarding this but unfortunately was unable to reach you so I have left a voicemail. If you could please call us on 020 7351 3003 or email at hello@pooky.com we would love to try and resolve this for you. Best Wishes, Bryony

Posted 2 months ago

“Speedy delivery and slick service, I'm just disappointed with the quality of the light. The 'Opeline' effect is mearly white paint which has been sprayed on. This is particularly noticable when the light is on at night. First purchase from Pooky, but possibly my last given the quality versus the price paid.”

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Posted 3 months ago

“I haven't received any item as DPD didn't deliver, unsure what review can be left!!”

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Posted 4 months ago

Hi there, Thank you for your review. I am sorry to see you have had some troubles with DPD reconsigning your order. This is sometimes out of our control so I do apologise this had happened. I can see that the items were sent back out as soon as you were in touch with us. If you have any further questions for our customer service team, please do get in touch on 01073513003. Best wishes, Em

Posted 2 months ago

“Very small, I was disappointed.”

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Posted 6 months ago

“Pooky appear to spend a large amount of energy and money on their digital advertising. To make a first purchase of their ‘burly glass votives’ which arrived in a shockingly inadequate manner, report this to Pooky, only to receive an impersonal, disinterested, insincere patronising response, culminating in what appeared to be an extremely arrogant and self interested final paragraph, means I will not be seduced again by anything Pooky advertise. I wonder how they send their lamps, without which they have no business. Pooky. “People buy from people”. I will never buy from you again, nor will I recommend you to anyone i know. I rate Pooky 2/10.”

Helpful Report

Posted 6 months ago

Thank you for your feedback, and I am so sorry to hear the experience you have had with us at Pooky. I can only apologise for this. Customer satisfaction is our top priority, therefore I'm sorry if we've failed you in this particular case. I have sent a separate request for some further information so I am able to look into this for you. Please contact our Customer Service team at hello@pooky.com or 0207 351 3003 if we can be of any assistance or help you to take this further. We hope to have the chance to earn your trust again in the future. Best wishes, Paris

Posted 6 months ago

“Ordered a lovely lamp base from Pooky. It arrived and on opening the lamp was broken at the top..not packed well enough. I contacted Pooky and sent an email and photos as requested. They gave me a very prompt refund and dealt with the situation well. I did not want to risk a replacement. A shame that the packaging is not good enough to protect in transit. Customer service were very helpful.”

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Posted 6 months ago

Hi Marie, Thank you for sharing your experience with us. I am sorry to see this arrived damaged, but I am glad we were able to get this resolved for you. I can see the feedback was passed over to ensure for more secure packaging on these items in the future! Best wishes, Paris

Posted 6 months ago

“Your product and design are great, price point ok. BUT so disappointed that lamp base came damaged. Looking at damage would suggest this is in warehouse maybe not on delivery. Besel on top smashed / cracked. Aftercare poor - why should we as valued customer have to put ourselves out to package and redeliver whole product( I live rurally) when you could of sent out new bessel ( screw bit on top) . Was suggest If I like I could buy one and sort myself as option!!!!!!!!! Have also recently bought large numbers of your product for office space my client developing again experienced a number of the light fitting arriving broken. Again no real apology , whilst new replacement sent out after photos etc been sent the items had to be packaged up and taken to post office etc for return. Where you are positioning yourself in the market I expect greater customer service - better training and more effort your side.”

Helpful Report

Posted 8 months ago

Hi Jenny, Thank you for getting in touch with your feedback, and we are sorry to hear about this issue. I have had a look at the images you had sent the team of the damage, and as the bulb holder has cracked off this is usually damage we would associate with happening in transit. Our warehouse team check all items before dispatch, and we will of course pass this feedback on to our warehouse manager to investigate further. I can see in the email thread that we have replaced the lamp for you, and this is showing has received by yourself. Unfortunately we are unable to sent just the bulb holder as a replacement, as this would involve having an electrician rewire the lamp itself. Due to this being more difficult for the customer, we typically replace the whole unit if the bulb holder is damaged on arrival. I can't see a mention of purchasing a bulb holder in the email chain so this may have been discussed on the phone. In cases where a customer has accidentally broken the bulb holder, we do offer the option to purchase a bulb holder, which would require an electrician to replace this. We do apologise if there was some confusion when this was offered. We understand that it can be inconvenient to take items to a drop off shop if you don't have a drop off locally, which is why we offer collections for these circumstances. If you had let our customer service team know that you live rurally and would have issues returning the items, we could have of course booked in a collection from your address on this occasion. We apologise that the lamp had arrived faulty, and that we we unable to send you a bulb holder as requested. As we have replaced the whole lamp for you, we hope that this is a suitable resolution and your new lamp is working correctly. Best Wishes, Emmy

Posted 8 months ago

“Bought the recharge standard lamp and two wall Lamps. Really lovely looking however a quite major downside is that both wall lamps are controlled by the same remote control channel so it’s not possible to turn them off and on independently other than by pressing the top of the lamps. So not very good for bedside as pressing either remote turns both lamps from on/off to the opposite state.”

Helpful Report

Posted 9 months ago

Hi Emily, Thank you for your feedback regarding our rechargeable lamps. I am sorry to hear about this issue. I can see that you have ordered one of our Twinky lights, and each lamp should come with it's own remote. I can confirm that you can turn on just one lamp at a time if you wish, you would just need to get closer to the lamp you would like to turn on to activate the sensor, as otherwise the sensor in the remote will turn both lamps on. I hope this helps, and please do contact our customer service team at hello@pooky.com if you need any further assistance with this. Best Wishes, Emmy

Posted 8 months ago

“A lovely glass shade but the fitting was poor quality. The celing rose was too small to get the wiring into and the metal connector from the rose to the cord was bent. Too much trouble to send back. I also bought a 8W bulb. Pooky should give you an idea what this is equivalent to in terms of brightness (the 8W bulb is VERY bright).”

Helpful Report

Posted 9 months ago

Thank you for getting in touch with your feedback. I am sorry to hear about this faulty item. The wires would need to be chased into the ceiling as opposed to sitting inside the rose, but the cord shouldn't be bent as mentioned. I have had a look on our system and I can't see you have got in touch with us regarding this. We have a free returns service in the UK, so if you wish to return this item for a refund you can do so. Alternatively you can contact customer service at hello@pooky.com and we can organise a replacement for you. I can confirm that the brightness of a bulb is measured in lumens, and we include the lumens of each bulb on their product page on our website. If you are looking for a more warm/ambient light that is less bright, we would suggest a 4 wat bulb perhaps. You can of course return the bulb back to us for a refund as well if you wish, and order one that has a lower lumens to suit your needs. Best Wishes, Emmy

Posted 9 months ago

“I had ordered the Weasley lamp before and liked it so much I decided to buy another one in the sale. Am very pleased with my purchase.”

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Posted 9 months 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, Emmy

Posted 9 months ago

“The description of the lampshades was white with hand painted red stripes. Quality was okish but colour completely off. The white turned out to be cream so very disappointing.”

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Posted 10 months ago

Hi there, Thank you for getting in touch with your feedback. I am sorry to hear about this. I have had a look at your order and can see that you ordered one of our Scarlet Tapers Card shades. We don't advertise this shade as being white on our website, due to this being a shade made from our Cream Card material that is hand painted with the Scarlet Tapers pattern. My apologies that it wasn't clear that this shade was cream card as opposed to white, and I will pass this on to the relevant department so this can be improved going forward. I can't see that you have contacted us regarding this, but please feel free to return this shade for a refund if this isn't suitable for you. The returns details are in the box and on the website, and please feel free to contact customer service at hello@pooky.com if you need any further assistance. Best Wishes, Emmy

Posted 10 months ago

“Not such great quality unfortunately - from the photos on the website I was expecting something less « made in china » ! The overall look is ok if you don’t look too closely but details are appalling - packaging is cheap and one of the bulbs arrived broken :( not a great fit for me”

Helpful Report

Posted 11 months ago

Hi there, Thank you for your feedback regarding your recent order, and we are sorry to hear about the issues you have had. I have had a look on our system and I can't see that you have contacted us regarding this. Please do send an email over to hello@pooky.com with some photos of the issues mentioned, and the team can have a look at this and we will try and get this resolved as soon as possible for you. We can of course replace or refund the damaged bulb as well for you. My apologies again, and the team we can investigate the issues mentioned further for you once you have sent over the photos. Best Wishes, Emmy

Posted 11 months ago

“I'm really sorry, and very disappointed, but I'm trying to psyche myself up to wrap up the lamps and get them back to you. The small one just doesn't fit, the apperture isn't wide enough. I still think that one is beautiful and really regret the fact that it doesn't fit. I don't think the bigger ones look anything like the photos online. I was looking forward to receiving two beautiful, turquoise lamps, but these are a dull, muted green, and not at all my cup of tea. And I'm dreading the responsibility of getting them back to you.”

Helpful Report

Posted 1 year ago

Hi Jen, Thank you for getting your review over to us. I am so sorry to hear your experience has been less than ideal, we would be happy to assist you with your issues and find a positive direction forward for you. Please email our team at hello@pooky.com, and we will do our best to help with this. Best wishes, Poppy

Posted 1 year ago

“The lampshade did not arrive for it.”

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Posted 1 year ago

Hi Mike, Thank you for taking the time to leave some feedback and I am so sorry to hear that it has been negative! I have looked over your order and can see that the Phileas rechargeable table lamp finished in antique brass was the only item that was ordered on your account. If you email us at Hello@Pooky.com we would of course be more than happy to put together a second order with the shade you desire. If there is anything we can do to improve our services, please do let me know. Best wishes, Mara

Posted 1 year ago

“Badly designed casing which caused the case fixing screws to penetrate the internal live wires. The response from Pooky was quite dismissive and they failed to grasp the risk to other purchasers.”

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Posted 1 year ago

“The product looks fine however considering the cost , ie nearly £200 for 2 small, lightweight bedside lamps, they are not really worth it. The lamp base is very lightweight n the shade is ok but nothing out of the ordinary for £200. I’m sorry to write this review but as I’ve said you don’t get much for your money. Kind Regards Jill”

Helpful Report

Posted 1 year ago

Hi Jill, Thank you so much for taking the time to provide us with your feedback on Pooky. We truly appreciate your honesty and willingness to share your experience. All of our products are handmade including all the lampshades. A lot of care and craftsmanship goes into the production of the product which then reflects on the pricing to be able to uphold elegant lighting with a modern twist of artistry. We understand this can be a little disappointing and can not apologies enough for not meeting your expectations in this regard. Once again, thank you for your feedback, Jill. We are committed to continuously improving our products and service, and your feedback is instrumental in that process. Kind regards, Mara

Posted 1 year ago

“Have purchased lights previously and been very happy but this time I'm very disappointed. The glass was broken so I contacted Pooky. They sent a full replacement and I was to return the previous order. They didn't arrange a pick up and insisted I find a drop off place and take the parcel there. I think this is unacceptable. What do people do who haven't a car or a decent bus route?”

Helpful Report

Posted 1 year ago

Hi Dorothy, Thank you so much for taking the time to share your feedback about your recent experience with Pooky. We truly appreciate your honesty and want you to know that your input is incredibly valuable to us. First and foremost, please accept our sincere apologies for the disappointment you faced with your recent order. We understand how frustrating it must have been to receive the lights with a broken glass. Rest assured that this is not the level of quality or service we strive to provide. Regarding the return process, we apologise for any inconvenience caused. We understand that expecting customers to find a drop-off place without providing a convenient pick-up option is unacceptable. We sincerely apologise for this oversight and will definitely address this concern internally to ensure it doesn't happen again. Once again, we apologise for any frustration caused and thank you for bringing this to our attention. Your feedback will undoubtedly help us enhance our services and provide an even better experience for all our customers. Best wishes, Mara

Posted 1 year ago

“Unfortunately, the lights which were the same design and the same wood finish did not match each other. They were also a lot darker than the photographs on the website, so they didn't match the room they were supposed to be for. I've had to return them. On the plus side, the customer service response was quick and helpful. Nevertheless it was still an inconvenience to have ordered lights which then had to be returned.”

Helpful Report

Posted 1 year ago

Hi Louise, Thank you for taking the time to leave a review about your experience. We are so sorry to hear that the item in question wasn't up to the 5-star standard we do normally supply and completely empathise with your disappointment. I will of course pass this through to production and the photography team as we do love to hear customers' feedback as this ultimately helps us improve our services. However, we are so glad that our sales team was able to assist you diligently in this matter. We hope to see you again soon and again, so sorry for the inconvenience caused. Best wishes, Mara

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

Pooky Reviews