Pooky Reviews

Name: Pooky
Address: Cotswold 3 Barnwood Point, Corinium Avenue, Barnwood, Gloucester, Gloucestershire
Rating: 4.90

4.9 Rating 30,357 Reviews

98 %

of reviewers recommend Pooky

4.9

Based on 30,357 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	98%
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

5609

Anonymous

Anonymous // 01/01/2019

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

“Product is great but the instructions on the website are not clear. Had to contact customer services twice for clarification.”

Helpful Report

Posted 1 year ago

Hi there, Thank you for taking the time to leave a review and letting us know - I am incredibly sorry you had some issues with our website. Please do contact us at hello@pooky.com and we will review this to help you further! Best wishes, Mara

Posted 1 year ago

“More a marketing company than a lighting company. Our electrician thought a bag of potatoes would be more informative than Pooky's help line.”

Helpful Report

Posted 1 year ago

Hi there, I do apologise for any disappointment whilst contacting us. If you would like to get in touch regarding this further, please do call customer service on 02073513003. Kindest regards, Em

Posted 1 year ago

“The product is fabulous and we love it , all went well once we ordered Unfortunately, we have been trying for several months to get two of the lamp and having spoken to you , you told us that we would be called once they were in stock. That didn’t happen and we only found out by chance and when we phoned , we were told all sold except one. Which we ordered. Disappointing , and we hope we have better luck when you next get them in , and hopefully advise us. Chas McShane”

Helpful Report

Posted 1 year ago

I am sorry to hear that you are disappointed with this, and that you weren't contacted when the items were available on the website. Please do contact the team at hello@pooky.com and we can add you to the waiting list, to ensure that you are contacted as soon as this item has been restocked. Best Wishes, Emmy

Posted 1 year ago

“Large swurly pendant arrived damaged (not by courier) but they offered a replacement free of charge after negotiating”

Helpful Report

Posted 1 year ago

Thank you for taking the time to share your feedback with us, Martin. We sincerely apologize for the inconvenience you experienced with your large Swurly pendant. We understand how disappointing it must have been to receive a damaged item, even if it wasn't the courier's fault. However, we're glad to hear that our customer service team was able to assist you and offer a free replacement. Thank you for your understanding and giving us the opportunity to resolve the situation. We value your support and hope to have the chance to serve you again in the future. Best wishes, Becci

Posted 1 year ago

“Not arrived yet! Was supposed to arrive at 12.50 but still not here (15.30)”

Helpful Report

Posted 1 year ago

Thank you for your feedback, and I am sorry to hear that you haven't received your items. I have had a look into this and can see that your order is out for delivery today, and should be delivered within the next few hours. Unfortunately we are unable select a time slot for our deliveries, and DPD try to provide an estimate of when they will be delivering the items however this can be subject to delays. Our 1 - 3 working day standard delivery was chosen for this order, and the items are due to be delivered within this time frame. Please do contact the team at hello@pooky.com if you have any further issues with the delivery. Best Wishes, Emmy

Posted 1 year ago

“The light is beautiful - absolutely love it aesthetically. However, the casing isn't suitable for wiring a standard ceiling rose as there is nowhere to put the earth wires for either the loop, switch or bulb. I had to use the plastic casing from the previous light and improvise which isn't ideal.”

Helpful Report

Posted 1 year ago

Hi there Patrick, I am sorry you had some trouble with the installation of your product however, I am pleased you have managed to get it installed up and that you love it. Best wishes, Em

Posted 1 year ago

“Delivery a shambles. Given a 1 hour slot by courier only to be told as that hour passed by 1 minute that delivery would not be happening that day. Alternative offered not suitable so had to phone Pooky to arrange another later date. Finally delivered 4 days late and 2 wasted mornings. Previously service always good.”

Helpful Report

Posted 1 year ago

Thank you for taking the time to send in your feedback and I'm sorry that you have had issues with your order. We generally have a good service with DPD and have worked with them for many years, with our success rate for deliveries at 98%. I understand that you have not had the same experience with them in this instance, and I'm so sorry about that. Do let us know if we can help with anything in the future. Best wishes, Sarah

Posted 1 year ago

“The recommend a friend element is really clunky and doesn't seem to work - your web team are aware of this but it's still on site. It's a poor experience that doesn't match your great products, so if it's not working, take it down! Thanks Pooky :)”

Helpful Report

Posted 1 year ago

Thank you for taking the time to share your thoughts and concerns about your experience with Pooky. We appreciate your feedback as it allows us to continuously improve our services. I know that this issue has been raised internally for consideration and positive improvement. Once again I apologise for the experience you have has with us but do let us know if we can help with anything in the future and we will be happy to help. Best wishes, Sarah

Posted 1 year ago

“I used to love Pooky and have bought probably a good 90 percent of my gorgeous lamps from there since 2021. But sadly I have to say that my last three purchases have been decidedly below par and the customer service has been diffident, to say the least. Two lights were damaged on receipt and one was just not a great design. I hope Pooky does not become a victim of its own success and the quality control does not slip too much. I'm going to take a break from buying here for a while - even though I have loads more spaces for lamps.”

Helpful Report

Posted 1 year ago

Hi Susannah, Thank you for taking the time to share your thoughts and concerns about your experience with Pooky. We appreciate your feedback as it allows us to continuously improve our services. We understand your apprehension regarding our company's growth and the potential impact on quality control. Rest assured, maintaining the highest standards of quality is of paramount importance to us. As we continue to expand, we are committed to ensuring that our products and services consistently meet the expectations of our valued customers. We regret that your recent experiences have led you to decide to take a break from purchasing from us. We genuinely appreciate your support thus far and we hope to have the opportunity to regain your trust in the future. We are constantly striving to refine our offerings and address any concerns raised by our customers. If there is anything specific you would like to share or discuss with us, we would be more than happy to listen and address your concerns directly. Please feel free to reach out to our customer support team, who are always ready to assist you. Once again, we appreciate your feedback and thank you for your past patronage. We hope to have the chance to serve you again in the future. Best wishes, Becci

Posted 1 year ago

“The products are great, the website is great, but the in-person service in store is casual and entitled. I found the staff somewhat disdainful and unhelpful. It's a shame, because everything else is great.”

Helpful Report

Posted 1 year ago

Thank you for taking the time to pass on this feedback, we appreciate all customer feedback as this is the only way we can learn and grow. I'm so sorry this was your experience in the showroom, we do pride ourselves on great customer service so this has really taken us by surprise. We would love to have the chance to make this up to you and show you the service we strive to provide. Best wishes, Robyn

Posted 1 year ago

“There have been one or two hiccups with delivery and lack of clarity on the instruction sheet for returns. I also miss the form where exchanges are made automatically when returning a lampshade. However I love your beautiful lampshades.”

Helpful Report

Posted 1 year ago

Thank you so much for taking the time to leave your feedback, we really appreciate it. I am so pleased to hear that you love our shades, however, I am sorry that you have had issues with delivery and returns. In terms of exchanges, we don't actually do exchanges, we offer free delivery for orders over £30 and free returns. Best wishes, Emily

Posted 1 year ago

“Nice product, complicated return process.”

Helpful Report

Posted 1 year ago

Thank you for taking the time to leave your feedback, it is much appreciated. I am sorry to hear that you had trouble with the returns process, we are always looking to improve this process, so hopefully, this will get easier in the future. Best wishes, Emily

Posted 1 year ago

“Great designs, good fabrics, but the quality of the digital print could be better. I understand it's more economical if you're making them to order but better quality digital print is available, or litho if you're making them in sufficient quantities.”

Helpful Report

Posted 1 year ago

Thank you for your feedback and I will of course pass this back to the product team for consideration. If you do want to discuss this further or have any queries about the lampshade you purchased, then please do email our sales team on hello@pooky.com and we will be happy to help. Best wishes, Sarah

Posted 1 year ago

“Good range of products, terrible design of light.”

Helpful Report

Posted 2 years ago

Thank you for getting in touch with your feedback. I am sorry to hear that you weren't happy with the design of one of our lights. Please do reach out to our customer service team at hello@pooky.com and we can look into this further for you, and get this resolved as soon as possible. Best Wishes, Emmy

Posted 2 years ago

“I received a "repaired not new" screen (has a patch) and I believe I purchased a new, not used or refurbished item. The good thing is that they are responding quickly and I hope they solve the problem soon.”

Helpful Report

Posted 2 years ago

Hi there Jorge, Thank you for taking the time to write this review. I am so sorry that your shade arrived like this, this is not the way we would expect our shades to reach our customers. I can see that you have emailed in and we hope to send a replacement out to you as soon as possible. Please do let us know if there is anything else we can help with. Kindest regards, Em

Posted 2 years ago

“Unable to write a review of the pendant light in situ, due to stock availability by the time the pendant came back on to the website the wall lights were out of stock. The light is still in its box waiting.”

Helpful Report

Posted 2 years ago

Thank you so much for getting in touch with your feedback. I am sure when the lighting is installed they will make a great addition to your home. Do let us know if we can help with anything in the future. Best wishes, Sarah

Posted 2 years ago

“Part of my order was missing and still hasn’t been received. What has arrived is beautiful”

Helpful Report

Posted 2 years ago

Thank you for taking the time to leave this review, I am so happy that you are pleased with the items that you have received so far. I can see that you have been in touch with our customer service team and the missing item has now been put on order for you. Please do let the team know if we can help with anything else. Best wishes, Emily

Posted 2 years ago

“The light is beautiful - the only trouble was the huge amount of polystyrene packaging which is awful to handle, for the environment and to dispose of. It was a shame as it made me think differently about the product and the company itself.”

Helpful Report

Posted 2 years ago

Thank you for leaving your feedback regarding packaging, and we are sorry to hear that this was difficult for you. As we ship items made from glass and ceramic via a courier, we try to ensure that we use the right amount of packaging so that items don't get damaged in transit. We do understand that this can be concerning, and we try to make sure that enough packaging is used to protect the items without being wasteful. We will be sure to take this feedback on board, and continue evaluating our packaging options. Best Wishes, Emmy

Posted 2 years ago

“I ordered 2 gramma wall lights and 2 18 cm drum shades to go with them. When they arrived the shade did not fit the wall lights. The shades which were matched on the website with the lights were 11 cm. While these were the correct size to match the light there was no indication an 18 drum would not. It would have been helpful if it was stated a bigger drum would not fit. I returned the lights but kept the shades hoping to find another light to match them. Unfortunately, I don't see one I think would suit the space I want them for. Could the wall lights be made in a bigger size as I think there would be a demand for them. In the meanwhile, I need to consider if I should return the shades or try to find wall lights from another retailer . It is also disappointing there is an additional charge made to post items to Northern Ireland. Thank you for the opportunity to comment .”

Helpful Report

Posted 2 years ago

Hi Angela, thank you so much for getting in touch with your feedback. It is always great to hear from our customers, and we will be sure to pass on the feedback you have given so that hopefully this can be improved in the future. Our 'see all shades' option our website is designed to show our customers all of the shades that can be used with our selection of wall fittings. We do apologise that it wasn't made clear which shades aren't suitable, and we will look to improve this going forward. Our shipping costs are imposed on us by our courier company, and although we do absorb some of these fees unfortunately we do have to charge for delivery outside of mainland UK. Please do feel free to contact our customer service team at hello@pooky.com if you have any further queries. Best Wishes, Emmy

Posted 2 years ago

“I was really happy with the website experience and the delivery was on time and everything was in good condition. One thing that did trip me up (and it's a minor thing) was that the way the lampshade was photographed made it look like it had a pinkish hue, and it's really white. I know lighting is hard and photographing glass stuff is even harder, but the combination of the product name and photograph being slightly ambiguous made it tricky to know what I was getting.”

Helpful Report

Posted 2 years ago

Thanks for the feedback, Stuart! We really appreciate you taking the time to share your experience with Pooky. I have reviewed the imagery for the product you've purchased, and I believe the pink hue you are seeing is from the pink background. Opaline classically refers to milk-glass, or semi opaque white glass, which I believe reflects the colour of the product quite well. This then completely changes when the bulb is lit and gives a wonderful amber glow. If you were wanting to change these at all, then please do reach out to our Customer Service team on hello@pooky.com, and we can arrange this for you. Best wishes, Becci

Posted 2 years ago

Pooky is rated 4.9 based on 30,357 reviews