“Wall lamp arrived with a crack in the glass shade. Had to chase multiple times to get a replacement and the company still has not said if I will get a replacement or a refund. All I get told is that they have emailed the supplier and will be in touch. This was weeks ago”
“I paid extra for next-day delivery. Ordered Thursday for Friday delivery, the circular fluorescent light arrived Monday. The delivery cost was greater than the cost of the light, which was needed urgently. I requested a refund of delivery cost but received no reply and no refund. I inadvertently reordered from the company and this time delivery was on time. Not a reliable company.”
“Returned items on 27th November followed by at least 4 telephone calls chasing our refund! Despite promises of call backs and promise of refund, at time of posting this comment on 10th December, have not heard from the company. Most disappointed”
“Product returned 4 weeks ago and I’ve had no confirmation that it’s been received or any information about a refund. I’ve sent numerous emails with no response. Very poor customer service.”
“I purchased a lantern stand at £100 when it came there was a part missing I emailed 3 times and called and told them about the missing part . They said they would send it out to me and it has never arrived I have emailed again and had no response .”
“Wish I could give a zero. Goods arrived damaged. Multiple emails and no response from them. Returned goods weeks ago at my expense and I can see they got them back but still no contact or refund. Raising a credit card dispute. Totally awful company. Poor quality goods and zero customer service.”
“2 weeks after placing my order I am still without the order and my money! Have emailed several times to cancel the order and all emails have been ignored!”
“Products were beautiful but unfortunately too big for my lamp stand. I had to return them. Six weeks on still no refund and after admitting to PayPal investigation they had received them still no refund. Very disappointed as I did like the lampshade.”
“I ordered 5 lamps and returned one and they made me pay for the return cost but also deducted £8 for the cost of the original order payment, which I find very unfair.”
“Faulty/damaged products and despite numerous attempts to resolve they never did. Never answered their calls and had to chase by email continuously without any luck. Terrible service - stay clear!”
“Light arrived with damaged fittings - husband has called on numerous occasions where staff advise that the manager has sent a replacement but never received and called again and advised he would speak to manager and still awaiting a reply. Poor customer service”
“Ordered a candle clear twisted bulb. Received one which was brown tinged. Apparently the name Rustica applies to the colour of the bulb. I thought it was the make of the bulb. Cost I paid including postage £17. No refund or return slip offered by them. Now have a £17 bulb lying in a box.”
“I bought a light on monday June 19th and paid extra for Next day delivery. It didn't arrive. I waited till the wednesday and was told they would investigate and call me back. Nothing. Thursday I rang again and was told the light would be sent to arrive the next day. I said I expected the difference in postage to be refunded and was told it would be. The light arrived the next day, Friday, but only after 3 calls from me. It is now 28th July, a month later, and I am still waiting for the refund on the postage. Any chance do you think? It is ony a few pounds between standard delivery and next day delivery, but why should I pay? Particularly as even with standard delivery the light would have arrived sooner than the Friday. I am really disppointed.”
“Purchased on 25th June. Upon opening I noticed 2 small pieces of broken plastic. These, I discovered came from the electrical connection cover. It was obvious that upon assembly the screw had been over tightened. The cover was unusable. Phoned customer services and was told to send a photo. This I did. Upon phoning following day was told new part would be sent direct from manufacturer and would arrive on monday 3rd July. Over a fortnight later and five additional phone calls to customer services this has still not arrived. Unit is dangerous without the cover as, if rain gets through the glass it can reach the electrical connections. I am disgusted with service here. Keep getting fobbed off with 'I will talk, again, to my manager'.”
“My order comprised two pendant lights, one being three times more expensive than the other. This company packaged the two lights into one delivery tracking number, but I only received the cheaper light. I had thought the more expensive one would come separately. After two weeks, the expensive one has not arrived. I then called the company to find out. The agent then checked with the “manufacturer” and confirmed that the expensive one had never been dispatched. He told me the the so called “manufacturer” would deliver the expensive light immediately, and it should reach me the following day. Now that four days have lapsed, and there is still no sign of the expensive light coming. No tracking information has ever been made available to me, nor have they given me any reason for the non-delivery or any written notice of the delay of delivery. I also wrote to them highlighting my concern through this company’s “Contact us” platform, but there is no reply whatsoever. I have paid them everything and yet they can treat customers this way. I still have no idea how the problem of my order will be resolved. I am very disappointed with the way in which they have handled my order, and I leave the future customers to judge if this company is still reliable and trustworthy.”
We sincerely apologize for the inconveniences and frustrations you have encountered with your recent order. We would like to address each of the concerns you raised and provide you with an update on the situation.
Firstly, we want to clarify that we did dispatch your order on time, as evidenced by the tracking number. However, we regret that we did not act promptly upon being notified of the technical issues faced by the local ParcelForce depot in your area. We apologize for this delay and any inconvenience caused as a result. We were only made aware of the situation when you contacted us regarding the second light. Please accept our apologies for not being proactive in resolving this matter sooner.
To expedite the delivery, we arranged for the complete order to be shipped directly to you from the manufacturer. Accordingly, we re-sent your order using DPD, and we are pleased to confirm that it has now been successfully delivered and signed for.
We understand that your order consisted of two pendant lights, one being significantly more expensive than the other. We apologize for packaging both lights together and not providing separate tracking information for the expensive light. We understand how this may have caused confusion, and we regret any frustration it may have caused.
We deeply regret the inconvenience and disappointment caused by this situation. Your feedback is valuable to us, and we appreciate your patience and understanding. We are determined to regain your trust and demonstrate our commitment to customer satisfaction.
If you have any further concerns or questions, please do not hesitate to reach out to us directly. We will do everything in our power to resolve this issue promptly.
