“After waiting MONTHS for one back-order light fitting to arrive as part of a large order for various lights, I recently received an 'update to order' email and a separate one telling me that my lights were dispatched and to expect delivery information from the courier. I almost screamed in joy that my final light was about to arrive. But silence followed, so after a few days I re-read the two emails and noticed that the 'update order' one had an attachment showing the original invoice. This invoice consisted of 2 pages, with the first page showing all the lights purchased and the total paid. By chance, I scrolled to the second page and that's where I found a NOTE saying that the back-order light had been discontinued and a refund processed. I checked my credit card statement and indeed saw the refund had been processed a few days earlier. To conclude, yes, I'm relieved that I didn't have to chase a refund. But the company had my money for months and should have had the courtesy to call me with this update, or offer an apology, or - I dare say - provide a discount voucher towards future purchases, as a token gesture for making me wait so long for nothing. The lack of telephone contact and very poor plus contradictory communications have left me unwilling to use Castlegate Lights ever again. UPDATE Even more annoyed having read Castlegatelights' reply... They seem to not have read my review at all, nor have they addressed the issue of INADEQUATE STOCKS, taking payments freely (25th October), KEEPING MONEY FOR MONTHS for a 'back order', then not having the decency to contact the customer with a CLEAR email or phone call to explain the situation. AND WHY ON EARTH DID I RECEIVE (22nd December) AN EMAIL TELLING ME THE LIGHT HAD BEEN DISPATCHED, THEN ANOTHER IMMEDIATELY AFTER (same date), TELLING ME THE ORDER HAD BEEN UPDATED???? What a load of MISLEADING nonsense! I couldn't care less about suppliers not keeping the seller informed: it is THE SELLER's responsibility to check items will be available BEFORE taking customers money, or at the very least to chase their suppliers every week until stock is received and keep the customer up to date. I urge anyone thinking of buying from castlegatelights to read the other 1* reviews about stock levels and long delays. Absolutely rubbish company. Stay away!”
“Excellent service. I first contacted them by email regarding colour/measurements of lampshades I was interested in. They responded straight away to answer my queries. When I placed order it was dedpstched immediately. Very pleased with the products too.”
“A fantastic experience buying from these guys. Very good service. I telephone for help, got the help ! Whats that all about these days. Proper company, as they say doing a proper job. Thank You.”
“Recieved my new light, packaged perfectly,as it was quite big, delighted with the very quick delivery,plus it was ?100 cheaper than the place i originally found it,will be buying all my lights from you in the future.......”
“Very pleased with lamp purchased although the shade looked slightly darker in the picture. Good communication but short notice of delivery and we were not able to be in, they didn?t leave it so had to rearrange but saying that it was re delivered the next day. Generally pleased with quality of product and price paid which was cheaper than other websites looked at for same product.”
“My wife ordered the wrong lights and phone them up and the order was cancelled immediately, and ordered the correct lights they turned up and were absolutely fantastic, couldn't fault the Lady in the office that we spoke to”
“Excellent products and after sales service. I ordered a ceiling light and two wall lights. The ceiling light was faulty, so I emailed Castlegate with a photo, then rang to make sure it was sent. The lady I spoke to was extremely helpful and sorted a replacement and explained what I needed to do to sent faulty light back. The replacement came a couple of days later and a courier collected faulty light on the day I requested. All in all an excellent service. I have recommended Castlegate lights to several people since.”
“Looked for the Antique brass table lamp to go with my floor lamp and was pleased to find one at castlegate lights. Delivery not as quick as I would have expected but still within 2 weeks. Product arrived well packed and is just perfect for my dining room.”
