Cable and Cotton Reviews

Name: Cable and Cotton
Address: Unit 26 Mackley Industrial Estate, Henfield Road, Small Dole, East Sussex
Rating: 4.81

4.8 Rating 3,154 Reviews

96 %

of reviewers recommend Cable and Cotton

Company Reviews

Metrics

Info

4.8

Based on 3,154 reviews


Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	97%
Accurate And Undamaged Orders	97%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5

About Cable and Cotton:

Cable & Cotton produce beautiful cotton ball fairy lights in 50 customisable colours. Pick and mix your favourite colours at www.cableandcotton.com

Visit Website

Email:

hello@cableandcotton.com

Location:

Unit 26 Mackley Industrial Estate,
Henfield Road,
Small Dole
East Sussex
BN5 9XR

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Cable and Cotton 5 star review on 20th February 2024

Anonymous

Lesley Beck

Cable and Cotton 5 star review on 22nd January 2024

Jane Burnett

Cable and Cotton 5 star review on 7th January 2024

Allison McKay

Cable and Cotton 5 star review on 15th December 2023

Devan Wentworth

282

Anonymous

Anonymous // 01/01/2019

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

“Excellent customer service but found it difficult to choose colours as there wasn't photos of colours only drawings. Chose cream,light grey primrose yellow and sage green (which looked a very pale green). When arrived it looked like a dark turqouise. Didn't bother trying to exchange as this was the only pale green available :-(”

Helpful Report

Posted 5 years ago

Dear Anon, Thank you so much for your post and feedback - I am sorry you did not feel the colours matched the online pictures, which are photos of the product but can slightly vary. I very much hope you can enjoy your light set and get used to the colours too. Yours sincerely, Kate

Posted 5 years ago

“Hi The product itself is lovely. I’m terms of feedback: 1. We paid for priority shipping, when the item hadn’t arrived in time, we chased up to find out that our order hadn’t been processed yet. It was sent the next day and I am told the additional postage would be refunded (haven’t checked but assume this happened). Given that we ordered express shipping for a reason I don’t really feel that refunding the extra postage costs is adequate compensation for the delay, it only makes up for the postage costs and not the disappointment of a late item which meant we couldn’t finish a project in time. Perhaps consider changing procedures to ensure priority orders aren’t missed. 2. The website is not clear within the main product information that the lights are partly self assembly. We found them quite tricky to put together and had to cut every ball to get the lights to fit. We hadn’t realised this at all from the website when ordering. The lights are lovely though now they are here and up. And the lady who dealt with our delayed order was very helpful and polite - so top marks for her customer service.”

Helpful Report

Posted 5 years ago

Dear Zoe, Thank you so much for taking the time to post your detailed review. I apologise again for the delay (which was due to a very busy Bank Holiday weekend in terms of orders). I understand that this is particularly disappointing when you are completing a project of this sort. Your method of payment was refunded immediately for the express p&p, which is usual procedure, and I very much hope that the order arrived the next day as requested. I do apologise if this was not the case. Regarding the self-assembly aspect of the product; because we offer a customised colour choice the balls are left unattached to the cable, so that customers can attach them in their own sequence of colours. It is most unusual to have to cut every single ball to attach them to the lights, although sometimes a particular colour may not have been split as far as another - this is due to the hand-made nature of the product. It is usually resolvable - by slightly enlarging the existing split with a sharp pair of scissors, but I do understand it is not ideal. I am so sorry for the experience you have had with our product. I do very much hope that your lights look lovely now they are up and that you can now enjoy them. Yours sincerely, Kate

Posted 5 years ago

“Hi, I absolutely love your lights, especially the colour of the bulbs, and have ordered them twice however both times one or two bulbs have popped, and then shortly after the whole thing fused. This also happened with 2 of my sisters. Really disappointing :(”

Helpful Report

Posted 5 years ago

Dear Daniella, Thank you for taking the time to post - I am so glad you love our lights and am so sorry you have had these issues in the past. I have looked at our email inbox and can find no record of your order history or of you contacting us directly to resolve the issue/s (using this email address). If you would like any further advice or input please do email me on hello@cableandcotton.com and I would be happy to help. Just to also let you know, we now no longer sell the filament bulb cables; since last September we sell our new LED cables which by-pass this issue as the LEDs are lights, not bulbs. Yours sincerely, Kate

Posted 5 years ago

“pleased that I managed to purchase replacement bulbs, but the postage is steep!!”

Helpful Report

Posted 6 years ago

Dear Anon, Thank you for your post - I do understand your frustration. The warehouse we use charges us for the p&p; when the cost went up from £2.95 to £3.95, we reduced the cost of the bulb packs from £2.95 to £1.95 so that the cost would remain the same to our customer (£5.90). I hope the spare bulbs got your filament lights going again. Yours sincerely, Kate

Posted 6 years ago

“First things first - fantastic product and they look great. We have the original lighting set released prior to the LED's being made available for sale - They are great and are a much loved item in my daughter's bedroom. However, I'm a bit disappointed at the fuse bulb's longevity and the fact i can only buy them in packs with 5 plain bulbs and one more spare fuse bulb. This is now the 3rd such set i have ordered, and whilst the replacement bulb packs are cheap at £1.95, they cost £3.95 delivery which doesn't seem fair considering they come in a small envelope. Delivery is 200% more than the item i require - surely dispensation could be made to such small orders such as this so that they either qualify for free or at least reduced delivery? Also, fuse bulb sets should be stand alone - i have never had to replace a plain bulb, so i now have a stockpile of these gathering dust from previous fuse bulb orders. This perhaps isn't an issue with the LED's light sets, but its certainly an issue with my original ones. I will continue to order these fuse bulbs as i require them to be replaced, but there gets a point where i will just have to stop as the inconvenience and cost of this will start to become a frustration.”

Helpful Report

Posted 6 years ago

Dear Anon, Thank you for your detailed post - I do understand your frustration. The warehouse we use charges us for the p&p; when the cost went up from £2.95 to £3.95, we reduced the cost of the bulb packs from £2.95 to £1.95 so that the cost would remain the same to our customer (£5.90). I also understand that it is unfortunate when your cable's white-tipped fuse bulb needs replacing, but none of the other bulbs do. We do not do packs of white-tipped fuse bulbs only, but I am always happy to post out spare fuse bulbs from the office to regular customers if I can. So please kindly contact me directly on hello@cableandcotton.com with your address and the length/s of your cable/s (20, 35 or 50 lights/balls) and I will send you out what you need. I look forward to hearing from you - and am delighted you love our lights... Yours very sincerely, Kate

Posted 6 years ago

“I think they will look nice when assembled ..however I spent ages choosing the mix and order and thought they would come assembled in chosen order ..now wishing I had saved p &p and gone to shop in Bath where they will Assist you to assemble them there.”

Helpful Report

Posted 6 years ago

Dear Anita, Thank you so much for taking the time to post your comments. I am sorry that you were expecting the lights to arrive already made up. We cannot do this due to the high volume of orders as it is too time-consuming. It also gives people the choice as to how to thread their colours onto the cable in the order they prefer. How nice that the shop near you in Bath helps people attach them - we used to do the same for customers in the Brighton shop once they had chosen their own pattern. I very much hope you can enjoy your lovely light set when you have made them up. They do look so pretty when you turn them on. Yours sincerely, Kate

Posted 6 years ago

“There was a mistake with the order. Customer Services were veey quick to response once i raised the issue. Missing bits arrived within a day or so.”

Helpful Report

Posted 6 years ago

Dear Anon, Thank you for taking the time to post - I am sorry you had an issue with your order, but am glad it was quickly resolved for you and that the missing part arrived quickly too. I hope you can now enjoy your lovely lights. Yours sincerely, Kate

Posted 6 years ago

“I feel that the postage was rather excessive for a small packet of bulbs”

Helpful Report

Posted 6 years ago

Dear Anon, Thank you for your post; I am sorry for the p&p costs (which are charged to us by the warehouse for pick, pack and post). We have therefore lowered the price of the bulbs accordingly to compensate for this. If you would like to contact me on hello@cableandcotton.com I can see what you paid and refund you accordingly of appropriate. Yours sincerely, Kate

Posted 6 years ago

“Pricing for spare bulbs + packaging are horrendous and as far I'm aware there weren't spares included in original order. Bulb blew after less than 6 months as well and had to pay for replacement myself.”

Helpful Report

Posted 6 years ago

Dear Selwyn, Thank you for your post; I am really sorry you had to order more bulbs when you were within the warranty period for your cable. A small pack of spare bulbs should always have come with a filament bulb cable. If you had contacted us directly on hello@cableandcotton.com I would have sent some more spare bulbs out to you free of charge. I am therefore refunding you for the order you placed recently. I hope this helps. Yours sincerely, Kate

Posted 6 years ago

“The fuse bulbs keep blowing and I can only buy replacements in sets”

Helpful Report

Posted 6 years ago

Dear Emma, Thank you for your post; I am sorry that you need to buy more packs of spare bulbs than you require. Please do get in touch with me at hello@cableandcotton.com and I will see what I can do for you regarding spare white-tipped fuse bulbs. I look forward to hearing from you. Yours sincerely, Kate

Posted 6 years ago

“bought a chain for my daughter last Christmas. The holes in the baubles are all too big and they fall off constantly. Very disappointing.”

Helpful Report

Posted 6 years ago

Dear Jenni, Thank you for your post - I am sorry you have had this experience with our product. It is extremely rare for the balls to fall off if they have been properly attached and so it may be that you are having issues because the cotton balls were not attached to the bulbs according to the instruction leaflet that came with your order. To attach the balls you have to press down on the hole at the top of each ball with your finger and thumb to find the split next to the hole. You then push the bulb through this slit and pull it along to the hole where it will sit nice and snugly - and will not fall off. If you force the bulb through the hole only, it widens in the process and the balls then have trouble staying on. If the balls are placed on properly they are always secure (you would have to shake the cable very hard to dislodge them). I hope this information is helpful. Yours sincerely, Kate

Posted 6 years ago

“Advice and product good. Pity about delay in delivery”

Helpful Report

Posted 6 years ago

Dear Anonymous, Thank you for your post; I am so sorry your order arrived later than expected and do apologise for the delay. It is really disappointing when this happens. We experienced a high volume of orders in the build-up to Christmas and got a little behind with sending them all out. I am delighted you do like the product and wish you a very happy new year. Yours sincerely, Kate

Posted 6 years ago

“Asked for advice on colours and was adv to look on site and hover over colours which I had obviously done. I was after a little direction and advice from someone who knew the range”

Helpful Report

Posted 6 years ago

Dear Catherine, Thank you for your post; it is very informative and helpful feedback. I am really sorry you did not receive the help and colour advice you were looking for, when you emailed us on 15.12.17. I have emailed you again in response to the colours you were hoping to match and very much hope this helps you. Colour matching is a creative aspect of our job in customer service that we really enjoy! Yours sincerely, Kate

Posted 6 years ago

“Would be great to just be able to buy fuse bulbs on their own. They frequently blow but because you only do mixed packs I'm collecting a bunch of ordinary bulbs that I've never used. Also expensive to buy with postage as well. The postage is quite expensive for such a small item. Makes me sad.”

Helpful Report

Posted 6 years ago

Dear Rachel, Thank you for your post; I am sorry you have had this experience. Please do email me directly at hello@cableandcotton.com and I will see what i can do for you. Yours sincerely, Kate

Posted 6 years ago

“Had to chase up order. Lovely product.”

Helpful Report

Posted 6 years ago

Dear Kathryn, Thank you for your post - I am sorry you had to chase your order up. We did get a bit snowed under with all the orders this year! I am really glad that you like the product and wish you a very Merry Christmas. Yours warmly, Kate

Posted 6 years ago

“The product was great but I really wasn't happy with their customer service team who lied about dispatch and then admitted they'd been busy. Honesty really is the best policy.”

Helpful Report

Posted 6 years ago

Dear Tabitha, Thank you for your post; we do appreciate you taking the time to give us your feedback. I have checked the email threads between you and our staff and can see that you had several responses - in part over the weekend when our warehouse is closed. I can assure you that we all do the best we can to give our customers accurate information at the time of response and do so in good faith. We get regular updates from the warehouse during week days and rely on these to give the right information at the time of an email enquiry to our customers. Honesty is indeed the best policy; we work with integrity and would never lie about the status of an order. I hope you enjoy your light set and wish you a lovely festive season. Yours sincerely, Kate and the Cable and Cotton Customer Service Team

Posted 6 years ago

“It was the fuse bulb that blew, getting a replacement was a bit expensive really”

Helpful Report

Posted 6 years ago

Dear Joe, Thank you for your post; I am sorry that you needed fuse bulbs only and regret there is not that option online. I hope these got the cable working again for you? Please do email me at hello@cableandcotton.com if you need to. Yours sincerely, Kate

Posted 6 years ago

“It would have been excellent but you forgot to let me know that one of the colours was out of stock so delivery was delayed. I love your lights and always love goi g to the shop when we visit Brighton and I have taken lights to family in Spain, and given them as presents at home. My green ones in my kitchen are always admired. These were the first ones ordered on the net. They are for my great grand daughters bedroom. Thanks”

Helpful Report

Posted 6 years ago

Dear Customer, Thank you for post - I am so glad you love the product so much and that your friends and family do too. I can only apologise for not letting you know about the colours running out of stock. Stock does fluctuate and we try to predict what colours are going to sell at certain times of the year but do not always get it right! I very much hope you are enjoying your present light-sets on these dark nights. Thank you kindly for your continued custom. Yours warmly, Kate

Posted 6 years ago

“I was disappointed the lights didn't arrive ready to go and one colour had no splits at all . It might of been that i was buying this for a less abbled person who could not manage to assemble them . After i put them together i was delighted and will order again”

Helpful Report

Posted 6 years ago

Dear Clare, Thank you for your considered and thoughtful post. It is true that if one was less abled it would be difficult to put them together (any DIY would be challenging). I am also sorry that one colour did not have any splits in at all - this is quite rare but as it is a hand-made product it does sometimes happen. I am delighted you like the lights now that you have got them up and running. I do hope you enjoy them through these longer winter months! Yours warmly, Kate

Posted 6 years ago

“Very disappointed this time with the service, in the past it has been exemplary. I couldn’t use my discount code which had been sent via my email. I messaged the company and never even had a response, if this hadn’t been a Christmas present I wouldn’t have bothered with the purchase.”

Helpful Report

Posted 6 years ago

Dear Customer, Thank you for your post. I am so sorry you did not receive a response to your email/s. We were very busy with enquiries over Black Friday weekend. I can see that you emailed us twice on Sunday 26.11.17 regarding the issue of where to enter the 20% discount code; I believe my Sunday staff mis-read the second email to mean that you had indeed resolved the issue yourself (by finding the discount code box just prior to checkout). I do apologise that you never received an acknowledgment and can see also from your order number that you did not get the 20% off after all. I will of course address this matter immediately for you. I very much hope this will restore your faith in our company. Thank you for bringing the matter to our attention. Yours sincerely, Kate

Posted 6 years ago

Cable and Cotton is rated 4.8 based on 3,154 reviews