Pooky Reviews

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

4.9 Rating 30,445 Reviews

98 %

of reviewers recommend Pooky

4.9

Based on 30,445 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

5655

Anonymous

Anonymous // 01/01/2019

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

“I have ordered many Pooky products over the years and I think the quality of the fittings has degraded. Pooky have been helpful in replacing items but in last few months I’ve had 3 fittings that have needed total replacement due to manufacturing faults. Whilst I’m grateful that these items have been replaced it has come at the cost of me having to get an electrician to remove and replace so it’s been expensive”

Helpful Report

Posted 6 days ago

“Hard to give a star rating that reflects all aspects of buying from Pooky - the lamps look good and what I expected but one of them was packaged with a goodly amount of polystyrene, which is unacceptable environmentally. The silk shade is fragile, definitely, but there are a number of greener packaging options around and I feel Pooky could and should have used one of those. It will put me off using their products again.”

Helpful Report

Posted 1 month ago

Hi there, Thank you for your feedback. We are acutely aware of our carbon footprint and the impact we have on the environment. That is why, for the most part, our packaging is almost entirely recyclable and for those elements that cannot be we are always researching for alternatives that will ensure our products arrive in perfect condition at their destination. If we use bubble wrap it is an eco friendly form that can be recycled but unfortunately only at recycling plants that have invested in the equipment to do so, which is sadly lacking in the UK at present. The only element of our shade packaging that is non-recyclable is a light plastic wrap that goes around the shade itself to project the fabric. All other elements of the packaging are fully recyclable and are needed to ensure safe delivery. Regardless, please do rest assured that it is a top priority for us and we are keenly aware of our need to keep up! Best wishes, Em

Posted 3 weeks ago

“Would love to leave a 5-star review as I love your designs but shopping on Pooky has been a frustrating experience. The products I want are never in stock or out of stock quickly, e.g. the Tremmers single wall fitting - out of stock for months. The scallop lampshade in blue and pink - out of stock for months or sold out quickly. And why, in the age when reversible gimbals are common, do you only sell either pendant or table lamp fittings? I was after the Heraldic blue in a particular size for table lamp, but - after speaking to your customer services, it was only available as pendant fitting. You would be able to maximise your customers' choices by selling shade with reversible gimbals!”

Helpful Report

Posted 1 month ago

Hi there, Thanks so much for your review. I apologise that we did not have the shade that you wanted in the reversible gimble. We are slowly moving most of our shades onto a reversible gimble, however, with some it is not possible. We do have a wide range of shades that have the reversible gimbal-580 in stock right now. I apologise that none of these were suitable for you. We hope to see you again soon! Best wishes, Em

Posted 3 weeks ago

“The quality of some of the products purchased does not reflect the price and the products do appear different from the pictures on the website. We had to return some of them unfortunately.”

Helpful Report

Posted 1 month ago

“Our order was poorly packaged and one of the lamps arrived damaged. The replacement was ordered without difficulty but it was slightly inconvenient to have to go to the only local shop where we could drop off the faulty one. The instructions are very poor, and state that the rechargeable battery will only last two years. All in all, they're very expensive for what they are, especially if the battery really does die in 2 years.”

Helpful Report

Posted 2 months ago

Hi there, Thank you for sending in your review. I do apologise that your order was delivered and the one lamp arrived damaged. I can see that this was replaced and the new one arrived safely. As with any battery powered product, these will degrade naturally over time. If the lamp is used regularly it may degrade sooner, and if it is not used often then it will last longer. Our warranty period is two years, so if the battery fails within this period we will replace them and if it were to fail out of our warranty period then we would be able to repair these. This is a service we are currently discussing internally, and would come with a small charge. If you have any further questions regarding this, we will be more than happy to discuss this with you on 02073513003. Best wishes, Em

Posted 2 months ago

“The lampshades are lovely but the colour is absolutely nothing like the images online! I will keep them because, pure fluke, they look fine in the room they were intended for, but PLEASE MAKE YOUR COLOURS MORE ACCURATE! It’s annoying.”

Helpful Report

Posted 4 months ago

Hi Helen, Thank you for taking the time to feed this back to us! We do everything we can to try and ensure that colours of our products are represented faithfully online. Unfortunately, different screens (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. We do also offer free fabric samples so if you are unsure we can send these out to you and you can make sure it will be perfect before placing your order. I hope this helps but if you need anything further, please get in touch with us at hello@pooky.com or call us on 020 7351 3003. Best Wishes, Bryony

Posted 4 months ago

“Good quality but both lamp and shade very different to images on website. Have returned shade.”

Helpful Report

Posted 4 months ago

Hi Ellie, Thank you for leaving a review. I am sorry to hear your lamp and shade arrived not as expected on the website! We do everything we can to try and ensure that 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. If you wanted to make a future purchase, but were hesitant due to colour differences, drop us an email and we can have these pictured directly from our show rooms in a natural lighting and forward these over to give a more accurate representation of what the products look like in situ. Best wishes, Paris

Posted 4 months ago

“We purchased a rechargeable picture light but unfortunately the brass finish had several scratch marks. However, we couldn't be bothered with the hadssle of sending it back etc., but I don't think we would buy any more similar products from Pooky,”

Helpful Report

Posted 5 months ago

Hi Tina, We appreciate you contacting us and sharing your feedback. I do apologise that your product arrived with damage. I cannot see that you have been in contact with ourselves via email in regards to this, if you wanted to reach out to us at hello@pooky.com, we would be more than happy to provide a replacement for yourself and organise a collection to take the damaged on off of your hands! Alternatively if you wanted to proceed differently, do get in touch still and we could always work something our for yourself. Best wishes, Paris

Posted 4 months ago

“I love the lamp I ordered but the bulb holder arrived bent, and the bulb doesn’t light up sadly. I’m sure this is just an unfortunate accident, but can I return it to the HQ office in Fulham or do I need to send it back in the post?”

Helpful Report

Posted 5 months ago

Hi George, Thank you for leaving a review. I can see you were in touch with my colleague Bryony a few hours ago and we have emailed a response in regards to the issue you are having with the lamp. The bulb holder is slightly wonky, however, this is because the lamp is on a ball-joint, meaning this can be secured back into place with a firm grip. We have also organised for a replacement bulb to be sent out for yourself. Please do see the email sent and we can then go from there in regards to any other questions you might have. Best wishes, Paris

Posted 4 months ago

“I love Pooky, In fact every ceilinng light in my home is Pooky, but on this occasion I was delivered a faulty item. I felt the company dragged their feet in resolving my issue. The item has since been replaced and looks very nice.”

Helpful Report

Posted 5 months ago

Hi Mason, Thank you for your time in leaving a review. I am sorry you were disappointed with the products and the service. I can see this matter was dealt with and you were issued a replacement upon your request, if there was further issues with the replacement we issued, please do get back in contact with us and we can help you further with this. Best wishes, Paris

Posted 5 months ago

“The website design is quite confusing with the lamp shade - I thought I had selected and bought one but the lamp arrived without. I then tried to buy one but a lot were out of stock - I am now in a waiting list. The UX on viewing the lampshades if quite difficult and time consuming on a phone”

Helpful Report

Posted 6 months ago

“Your products are lovely but your website is AWFUL - everyone I speak to agrees!”

Helpful Report

Posted 6 months ago

Hi Maxine, I'm sorry you have found the website difficult to use! This generally is not the feedback we have from customers, and many like the mix and match interface we have developed. It would be great to get some more feedback if you're happy to share that - the best email to reach us on is hello@pooky.com. Best wishes, Becci

Posted 5 months ago

“a lovely lamp but a nightmare to install!”

Helpful Report

Posted 7 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! We are sorry to hear that you had some difficulty installing the light, if you have any more detailed feedback please let customer services know and we can pass this on to our production team to review. Best wishes, Emmy

Posted 7 months ago

“Good customer service , product does match the website”

Helpful Report

Posted 7 months ago

Hi Maryam, Thank you for getting in touch with your feedback. We are glad that you were happy with the service, and we are sorry to hear that the product wasn't as expected. If you haven't already returned this to us, please do send some photos over to our customer service team and we can have a look into this further for you. We try to make sure our products are represented faithfully online, and we will pass on your feedback so that this can be looked into/improved going forward. Best wishes, Emmy

Posted 7 months ago

“A bit disappointed with the lights as they are not as warm and glowy-looking as on the website. Also our electrician didn't find them easy to put up.”

Helpful Report

Posted 8 months ago

Hi Francesca, Thank you for getting in touch with your feedback, and we are sorry to hear that you are disappointed. I can't see that you have contacted us about this issue previously, so if you could provide some more details that would be helpful. If you are able to, please can you send over some photos of the issue and some more information about what the electrician struggled with to hello@pooky.com? Then our customer service team can look into this further for you. We value your feedback, and this will help us to improve going forwards. Best wishes, Emmy

Posted 7 months ago

“Pooky offers a great range of interesting designs. However, it is disappointing that customers in Northern Ireland are not afforded the same level of service as those in other UK regions. If retailers are happy to sell and deliver to customers, it shouldn't be difficult to provide for customer-friendly after-sales service (e.g. returns) for all. Most retailers do!”

Helpful Report

Posted 8 months ago

Hi Martin, Thank you for getting in touch with your feedback. We are sorry to hear that you are disappointed with the returns service for Northern Ireland. Our normal returns process does run in Northern Ireland, and our courier Yodel has quite a few drop off locations. We find that most customers can get to a drop off shop locally, however we understand that this isn't possible for everyone, and we do apologise for this. I understand that your item exceeded 60cm and fell under our DPD criteria. Unfortunately, our DPD account does not cover areas outside mainland UK, which is why we couldn’t issue a return label for you. We will be sure to pass this feedback on to our couriers, and continue to review our returns process so that we can make this as efficient as possible for customers. If you have any further information/feedback, please do get in touch with our customer service team. Best Wishes, Emmy

Posted 8 months ago

“Lovely lamp & shade but much smaller than I expected. A bit pricey considering size”

Helpful Report

Posted 8 months ago

Thank you for getting in touch with your feedback! We are so glad that you are happy with your shade. I am sorry to hear that the shade was smaller than expected. We include all of the measurements for our shades on the product page for each item, to help customers choose the size they need. Hopefully this will help you choose the correct size in future, and please feel free to contact customer service at hello@pooky.com for some further guidance in regards to shade sizes. Best Wishes, Emmy

Posted 8 months ago

“Had to return 1 lamp because colour was totally different. Unfortunately cost £25 to return. Kept other fitting but not fitted them yet.”

Helpful Report

Posted 10 months ago

Hi Sarah, I am sorry to hear that you weren't happy with your item. I have had a look at your order and can see that this was shipped to the Channel Islands. Unfortunately as included in our returns information online, we are unable to cover the cost of returns from outside of mainland UK. If there is anything else we can help you with, please contact customer service on hello@pooky.com. Best Wishes, Emmy

Posted 10 months ago

“Look lovely with light off but slightly disappointing with separate light fitting and shade, and also with how the lamps sit slightly out at top and bottom of lamp shade. So needs a fitting with a smaller lamp that can be installed so don’t see when light is turned on.”

Helpful Report

Posted 10 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. It looks like your chosen bulbs are slightly too big, so if you are looking for a more discreet look we would suggest a golf ball bulb instead of these larger ones. If you would like any advice, please contact hello@pooky.com and our team would be happy to help you! Best Wishes, Emmy

Posted 10 months ago

“We love Pooky products and are very happy with the ones we have bought; however, all three of the standard lamps we had delivered were in some way damaged (one of them was snapped off at the base), which was disappointing and involved hassle.”

Helpful Report

Posted 1 year ago

Hi Matthew, Thank you for getting in touch with your feedback. I am sorry to hear that you have had some issues with your products, and we aim to get this resolved for you. I have had a look on your account and I can't see any orders for standard lamps, so perhaps these were purchased under a different account. Please do contact our customer service team at hello@pooky.com if you haven't previously, and we can of course arrange for replacements to be sent to you, and the faulty items collected. Best Wishes, Emmy

Posted 1 year ago

Pooky is rated 4.9 based on 30,445 reviews