“Loved the bulbs, packed very well, lovely shape to the bulb. Very pleased with order, thought p&p was a little over priced at £6, but considering bulbs in tact, as box slightly damaged on arrival !!”
“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.
“Poor customer service - they rarely answer the phone, never reply to voicemails or emails, and don't return calls as promised.
It took very many calls to obtain a late refund for a luminaire that never arrived (and which was inexplicitly slightly less than the amount paid). Very poor.”
Thank you for your feedback. I appreciate your input, but I believe there may be a misunderstanding regarding the discrepancy in the order value. I kindly request you to review the order value and compare it to the amount you received. Upon careful examination, you will observe that they are indeed the same. Therefore, I'm uncertain as to why you are claiming that it is less.
“I was shocked to find that when an item arrives and it is not the colour I was expecting that they charge you not only the return of the item, which I understand, but also take off 15% off the refund on return and up to 30% if not packaged using clear tape???? Definitely will not be buying again from them.”
Thank you for sharing your feedback. I understand your concerns and apologize if our policies have caused any frustration.
The requirement for clear tape when packaging a return is due to our commitment to maintaining high product standards. By using clear tape, we can ensure that the product is returned in a condition that is as close as possible to how it was originally sent, which allows us to re-sell the item in a like-new state. We believe that this is something our customers would expect from us, as they wouldn't want to receive a product that looks second-hand.
and looking at your refund, you was not charged this?
“Wanted some different bulbs and these had them in stock. Was easy to order online. Delivered quickly but more importantly mega well packed and arrived undamaged.”
“I was impressed with the company's website, which made it easy for me to find and order the spotlights I was looking for. I was even more impressed with the delivery - the lights arrived, well packaged, the day after I placed the order, even though I had not requested an express delivery.”
