Pooky Reviews

Name: Pooky
Address: Cotswold 3 Barnwood Point, Corinium Avenue, Barnwood, Gloucester, Gloucestershire
Rating: 4.91

4.9 Rating 29,519 Reviews

98 %

of reviewers recommend Pooky

4.9

Based on 29,519 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	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

5098

Anonymous

Anonymous // 01/01/2019

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

“Whilst the items are great the delivery wasn't. The courier left a card saying we weren't in when we were. That we had to collect from post office. I contacted you and asked for item to be re delivered and you said you could not do that. I ordered the item to be delivered to me , not a location 6 miles away. Disappointed with your attitude , that the item could not be re delivered when is wasn't any fault of the buyer but that of the courier.”

Helpful Report

Posted 3 weeks ago

Hi Emmy, Thank you for leaving your review, and letting us know about the issues you have faced with us and our courier. I can see that my colleague has responded to your email asking whether you are in a position to collect this from the pick up shop, as unfortunately in certain area's when a delivery attempt is unsuccessful the next thing DPD will do is drop this to the local Pick up shop. Once this has happened the only thing we are able to process is a return to sender. We are happy to organise this, and issue replacements if we are able to (due to stock levels) and if this is a preferable option for the customer, however as mentioned it can be difficult for us to do anything else or ask for the parcel to be attempted to be delivered again. I am again so sorry for any inconvenience or dissatisfaction caused, I hope in future we will be able to ensure you a satisfying customer experience. Kind regards, Poppy

Posted 2 weeks ago

“Disappointed that I had to return the lampshade as it's the wrong size. Even more disappointed that I find I've been charged 12 % of the total lampshade costs as a returns fee. It came as a nasty surprise.”

Helpful Report

Posted 3 weeks ago

Hi Caroline, I want to start by thanking you for taking the time to share your feedback with us. I'm truly sorry to hear that your recent experience with us left you feeling disappointed. I completely understand how frustrated you must have felt when the item you received wasn't the right size, especially after having waited so long for it. I want to assure you that we take your concerns seriously and will do everything we can to make sure that this doesn't happen again. We do state in our terms and conditions that there is a £6.00 charge per box that is returned from an order purchased in the sale - I apologise if our terms and conditions weren't clear enough regarding the charges that apply in such cases. We will certainly take your feedback on board and work to make this information more visible to our customers in the future. Once again, thank you for your feedback, and please know that we value your business and hope to have the opportunity to serve you better in the future. Warm regards, Mara

Posted 3 weeks ago

“Brass dimmer switch is good quality. There is no buzz sound when switched on. The only complaint is the cover plate could do with being slightly bigger. We have had to infill around switch as it is slightly smaller than the switch it has replaced which was standard size”

Helpful Report

Posted 1 month ago

Hi Yvonne, Thank you for sharing your experience with us. I'm truly sorry to hear that the ceiling rose did not meet your expectations. Your feedback is valuable to us and we appreciate you taking the time to let us know. We make sure when producing our products that these are all fully tested before selling these to the general public and can confirm that all the wires can fit safely and securely within the space allocated in the rose. Please know that we take the quality of our products very seriously, and we always strive to ensure that they meet the highest standards of functionality and beauty. We are committed to continuously improving our products and we will take your feedback into account as we move forward. If you need any further assistance or have any other concerns, please don't hesitate to contact us. We are always here to help you. Thank you again for your feedback. We hope to have the opportunity to serve you better in the future. Best wishes, Mara

Posted 1 month ago

“Lampshade returned. Didn't know the was a join in fabric. This was poorly done as not satisgied”

Helpful Report

Posted 1 month ago

“The product is gorgeous but the delivery was not impressive. One part arrived at the specified time; the main bulk of the order did not. I rang Pooky and was told it would arrive later in the day & I would receive an email advising me of the time. No email arrived. Later on I received notification that the parcel had been delivered to a property next door. It had been left outside. The box was huge. I struggled to lift it and had to drive my car round to collect it!! I accept this may have been the fault of DPD but not impressed. This item was worth over £300.”

Helpful Report

Posted 2 months ago

Hi Annie, Thank you so much for getting in touch with your feedback. I am sorry to hear about the issue you have had with delivery, and we will be sure to pass this feedback onto DPD for you. DPD should only leave things on your doorstep if requested, and my apologies if this happened when you haven't selected this option. If there is anything else we can help you with, please contact us via email to hello@pooky.com and we can assist you further. Best Wishes, Emmy

Posted 2 months ago

“We perchased a very beautiful lamp shade. It arrived dirty and the internal metal structure is not quite square so it sits slightly forward or backward. It's adjustable but one side of the adjustment is stuck. I called to explain that the metal structure arrived with thick dust on it and that I had then transferred the dust to the internals of the shade. She said she would refund me a percentage but she never did....”

Helpful Report

Posted 2 months ago

Hi Alex, Thank you for your feedback. I am sorry to hear that your item arrived faulty. We can of course take a look at this for you and either offer a discount as mentioned or a replacement for you. Please do send over some photos of the damage and the order number to hello@pooky.com and someone in the team can look into this and see what we can do to resolve this. Best Wishes, Emmy

Posted 2 months ago

“The design of pooky lights are varied and beautiful and I can always find something amazing. Unfortunately two lights have arrived with holes in the wrong places which has then be mended or covered up very poorly. Which cheapens the experience and look. Which is a great shame”

Helpful Report

Posted 2 months ago

Hi Joanna, I want to start by expressing my sincerest apologies for the inconvenience caused by the faulty item you received. I completely understand how upsetting and frustrating it must be to receive a defective product, and I want to assure you that we take this matter very seriously. We appreciate your feedback and value you as a customer, and we will do everything in our power to make things right for you. Please know that we are here to help you in any way we can. If you could kindly send us an email at Hello@Pooky.com, we will do everything we can to resolve this matter for you as quickly and efficiently as possible. We are committed to providing you with the highest quality of service, and we will not rest until we have rectified this situation. Best wishes, Mara

Posted 2 months ago

“The lampshade is lovely but a bit smaller than I expected...”

Helpful Report

Posted 2 months ago

Hi Adriane, Thank you so much for taking the time to provide such valuable feedback on your recent experience with Pooky. I am so sorry to hear that the shade was smaller than expected - please remember that we're always here to assist you in any way we can. Whether you have questions, need assistance with anything related to Pooky, or simply want to share more about your experience, never hesitate to reach out especially if you are unsure about sizing! Best wishes, Mara

Posted 2 months ago

“We recently visit the store in London to view the lampshades...all very helpful in the shop and it was good to see the lamps in person. We were told that there was no stock in store and everything shipped from the storeroom. Fine. However once we got home to Scotland and ordered our lampshades, we were aghast to find that it cost £14 to ship to mainland Scotland.(it wasn't a large package).We were told that this was purely down to DPD and their charges. Anyway...the lampshades are lovely, but won't be us using Pooky again due to the delivery issue.”

Helpful Report

Posted 2 months ago

Hi Beryl, I would like to take a moment to express my heartfelt apology to you for the negative experience you have encountered with our delivery service. Your feedback is extremely valuable to us, and we appreciate you taking the time to share it with us. Please know that this charge is determined by our courier service provider, and we have no control over it. Nevertheless, I assure you that we will do our best to work with our courier service to ensure that such issues are looked into in the future. Thank you for taking the time to leave your feedback. Best wishes, Mara

Posted 2 months ago

“Great, easily navigated website and quick shipping! Will be using again.”

Helpful Report

Posted 3 months ago

Hi Amy, Thank you so much and I am so pleased you found the website so helpful. We have worked really hard to introduce clever functionality online that helps customers make their choices as easy as possible and with confidence that they are going to receive the right match for them so it is always lovely to hear that works! Best wishes, Mara

Posted 3 months ago

“Lighting great and good delivery. However you are missing a trick on sockets and switches. Would have gone for you but your stock isn’t good and you don’t sell the full range of products (usb sockets, fan isolators, plug sockets etc etc) which makes the product pointless as you cant match it. Ended up spending around 1000 pounds with dowsing and Reynolds who do it, and they also having matching lighting so we may end up shopping there in future to match the finish.”

Helpful Report

Posted 3 months ago

Hi Alexander, Thank you so much for taking the time to share your feedback with us! I am truly sorry to hear that you were disappointed by our current lack of a full range of USB, fan isolators, and plug sockets. But please know that we are always looking for ways to improve and expand our product offerings, and your feedback is incredibly valuable in helping us do just that! If there's anything else we can assist you with or if you have any suggestions, please don't hesitate to reach out to us at Hello@Pooky.com. We're here to help in any way we can! Thank you again and we do hope to see you again. Best wishes, Mara

Posted 3 months ago

“Super fast service and good customer service for replacement bulb.”

Helpful Report

Posted 3 months ago

Hi Joanne, Thank you for taking the time to leave us your feedback. I am so sorry that this was not a 5-star experience this time and that your bulb arrived faulty. We try to ensure that all our products arrive safely, but sometimes these things do happen and we completely empathise with your disappointment. However, I am glad my colleague Beth was able to help rectify the problem at hand. If you need any further help, please do let us know! Best wishes, Mara

Posted 3 months ago

“Light was OK, although the holes bored through the glass shade for the fixings were very crude with significant flaking around the holes. This can't be seen, but still does not suggest good quality. The real surprise though was the amount of plastic and polystyrene packaging used. I recently bought an Anglepoise lamp and they managed to use just formed card and paper packaging - why can't Pooky?”

Helpful Report

Posted 3 months ago

Hi Jonathon, Thank you for leaving a review and letting us know about your experience. I am so sorry to hear that your item arrived and was not to your standard - If you email us a picture at Hello@Pooky.com we would of course be more than happy to look into this for you. In regards to our packaging, we do love hearing feedback as this ultimately means we can improve the services we provide to our customers. A lot of our packaging is recyclable which you can dispose of safely in your recycling bins. I will pass this over to our warehouse team for this to be looked into. Again, thank you for taking the time to leave this review and please don't feel like a stranger, email us with any questions or if you need any further help! Best wishes, Mara

Posted 3 months ago

“Love the lampshade however the very expensive delivery price means I will b resourcing future products”

Helpful Report

Posted 3 months ago

Hi there Rosie, Thanks for letting us know that you are pleased with your Pooky purchase- we are pleased that you are pleased! Best wishes, Em

Posted 3 months ago

“This this was our first purchase through Pooky. I Not sure if I would buy again from them, as felt let down.”

Helpful Report

Posted 4 months ago

Hi there Victoria, Thank you for taking the time to write this review. I am sorry that you have felt let down on your first Pooky order and we hope the next time you make an order with us we will make up for it. If you would like to talk to our customer service team regarding this, please call us. We are open from 9-5 and always here to help. Best wishes, Em

Posted 3 months ago

“I bought the Phileas rechargeable table lamp finished in antique brass and the linen shade shown in the photo. Overall the quality of the products is high and so far, the lamp seems to be charging easily and well. The only issue I have is that the photos of the lamp base do not clearly show what is a rather cheap plasticy-blue led lit on/off button. So I feel a little miss-sold on this point sadly. Annoyingly it is not on the side of the base near the charging point but rather as far away from that as possible meaning you cannot really turn the lamp around to hide the button as then the charging point will show. Would have been a 5 stars from me but given the cost of this product this feels like a considerable oversight!”

Helpful Report

Posted 4 months ago

Hi there Rachael, Thank you for taking the time to write this review. I am sorry that you have received your order and it is not what you had expected. The blue charging light should only be showing whilst it is being charged so this can be done when you are not using the lamp. If you would like to talk to customer service regarding this further, please do give us a call. Kindest regards, Em

Posted 4 months ago

“Ordered large lampshade, which arrived in good time over Xmas. However it was too big, so had to send it back - sending back process was a pain.”

Helpful Report

Posted 4 months ago

Hi there Sandra, Thank you for taking the time to write this review. I am sorry that you found the returns process difficult. We do try and accommodate everyone by having a collection and drop-off service so customers can use either depending on their situation. I do apologise for any inconvenience. Best wishes, Em

Posted 4 months ago

“Fits the shade not the fitting might be idea to add measurements”

Helpful Report

Posted 4 months ago

Hi James, Thank you for your time and for expressing your feedback - I am so sorry to hear that this has happened and of course one of our team would be more than happy to look into this for you. If you email us at Hello@Pooky.com, we can resolve this for you efficiently. Please accept my deepest apologies for the innocence this has caused you. Best wishes, Mara

Posted 4 months ago

“Beautiful lamp shade but the light bulb arrived broken and now have to purchase on the website as they are difficult to find elsewhere.”

Helpful Report

Posted 4 months ago

Hi there, Thank you for your review. I am so glad you are happy with your lamp! I am so sorry you received a broken bulb. In future please do pop us an email to hello@pooky.com and we will get a free of charge replacement sent out as soon as possible for you. Best wishes, Chloe S

Posted 4 months ago

“I love the range of lamps and shades but it is problematic to purchase if you are in the EU. The lamp and base I purchased were subject to customs VAT. The company despatched the shade in one box and the base in a second box but attached the same invoice to both boxes which arrived as two separate deliveries and customs therefore charged the VAT twice. Pooky did refund me the duplicated VAT as it was their packing error but it was a lot of hassle for me and many emails and phonecalls to both Pooky and DPD customs.”

Helpful Report

Posted 4 months ago

Hi there, Thank you so much for getting in touch with your feedback, and I am sorry to hear about the issues you have had. International orders are usually subject to customs charges, and this is usually calculated based on the weight and dimensions of the boxes, as well as factors such as the value and destination. I am sorry that this issue occurred, and I am glad that our customer service team were able to resolve this efficiently for you. Please do let us know if there is anything else I can help you with. Best Wishes, Emmy

Posted 4 months ago

Pooky is rated 4.9 based on 29,519 reviews