Pooky Reviews

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

4.9 Rating 30,359 Reviews

98 %

of reviewers recommend Pooky

4.9

Based on 30,359 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

“For the price of the item, the packaging is really disappointing (very cheap and tatty) As this is a gift it would have been great to have received it in a box and packaging to reflect the price.”

Helpful Report

Posted 2 years ago

Dear Jude - Thank you for your review which is appreciated. Sorry that you were not pleased with the packaging. There is, as i'm sure you will imagine, plenty of strong feeling about packaging and the environmental impact of "over-packaging". We try to tread the fine line between packing sufficiently to ensure that goods arrive undamaged and in good condition and not being wasteful. This does mean i'm afraid that we don't pack goods to "gifting" standards as in the huge majority of cases, our customers would consider this excessive and comment adversely. I hope you can understand this. I hope the recipient will enjoy the light nonetheless. With regards - Tim

Posted 2 years ago

“Lampshade lovely although accidentally the fitting got dropped off the order and I didn’t notice so had to pay for two delivery charges. Also the bulb tripped the circuit but actually overall I’m happy with the purchase :-)”

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Posted 2 years ago

Lovely choice of shade, we're so pleased to hear that you're happy with this product. Thank you for your feedback - it's much appreciated. With best wishes, Emily

Posted 2 years ago

“This lamp is absolutely lovely. It's clearly well made, and looks great now that I've managed to get it working. Unfortunately that took over two months and not much help from Pooky. There was a simple problem with the bulb connection, which they were going to send me a video to help with, but that never arrived. After a couple of phone calls, numerous emails, many of which received no response, I was told I'd be sent a replacement. By that time the lamp was out of stock and I'd have to wait another month or so. I managed to persuade them to send a part and paid an electrician to come out and make sure it was safely repaired. Great light, not so great customer service.”

Helpful Report

Posted 2 years ago

Hi Helen- I'm so sorry that you've had such issues with your order! I have looked into this and am not able to see any unanswered emails, so I wonder if you would be able to confirm which email you were using so I can investigate this further please? After reviewing the emails I can see on our system, it does sound like it was an easy fix so I'm sorry that it took us so long to rectify this for you and I will ensure this is followed up with the team. I'm glad the issue has been resolved, and as a gesture of goodwill for the inconveniences caused here I have added 500 perks on to your account. If you would like to discuss this further at all then please do give me a call on 027 351 3003. Best wishes, Becci

Posted 2 years ago

“Great packaging, speedy delivery.”

Helpful Report

Posted 2 years ago

Hi there Simon, Thank you for taking the time to write this review. We are happy you are pleased with the packaging and speedy delivery of your order. Best wishes, Em

Posted 2 years ago

“Lovely mirror but frame not as gold as looks on line. More a dull brass colour. A bit disappointing.”

Helpful Report

Posted 2 years ago

Hi there Catherine, Thank you for your feedback, we are sorry to hear the lamp wasn't what you had expected. We do our very best to portray our products as accurately as possible with multiple images and descriptions on our website but of course, we cannot control how these images are seen on different screens. However, due to screen resolutions differing on each person's computer, it can sometimes look different so I am sorry if that was the case in this instance. We will certainly review the photography to ensure we are showing these as accurately as we possibly can. Please do get in contact if there is anything we can help with. Best wishes, Em

Posted 2 years ago

“Nice looking lamps bought in the sale but I had to pay an electrician to make two out of three of them work as unfortunately I wasn’t able to try them out within 28 days.”

Helpful Report

Posted 2 years ago

Hi there Tamsyn, I am so sorry that you had some problems with the lights that you have brought from us. All of our lights have a one-year guarantee so we would have been more than happy to get these back to have a look at them if you were to email in. In this instance, I can't see that you did and we would be more than happy to help. However, we are happy that you have got them working and are able to use them. Kindest regards, Em

Posted 2 years ago

“These are lovely, but who ever designed them should take into consideration how easy they are to fit. Another concern is that how difficult it will be if a lamp goes as the glass cover doesn’t easily remove to against the glass outer tubes ! These were the comments from electrician. And although LED lamps should never fail , they do .”

Helpful Report

Posted 2 years ago

“Lovely items, however, I made my choices of base and shade based on the suggestions and photos on the website, and bought the bulb also suggested by Pooky as suitable, so I was disappointed that the bulb protrudes above the lampshade, which it didn’t show on the photo.”

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Posted 2 years ago

Thank you for letting us know you're happy with your new purchases! I'm sure they have made a lovely addition to your home. The comment about the protruding bulb has been passed back to the production team for consideration. Best wishes, Sarah

Posted 2 years ago

“Slightly disappointing. The brass plate on the base is slightly scratched. The piece at the top of stand is attached off centre and lamp fused the first time I switched it on, blowing the bulb I'd bought (from Pooky).”

Helpful Report

Posted 2 years ago

“I really like pooky as a brand but will be returning my '20cm empire gathered lampshade in coral squiggles block printed cotton' as for me the colour online was not representative of the product I received - online it looked orange/peachy and in real life it was a firm pink!”

Helpful Report

Posted 2 years ago

Hi Sophie - Thank you for submitting your review and sorry that the colour of the shade you bought was not what you were expecting. I've taken a look at the colour online and the colour in real life and i think they are pretty close so i wonder if we perhaps sent you the wrong shade by mistake? Colour online can vary a little screen by screen but i would be surprised if anyone thought Coral squiggles in the flesh was a firm pink! I've made a note for the returns team to check and see. But thank you for submitting the review and sorry that this one didn't work for you. Best wishes - Tim

Posted 2 years ago

“I rang to say that the light is wobbly and one of the arms isn’t quite horizontal but has not been able to speak to anyone”

Helpful Report

Posted 2 years ago

Hi Negar, Thank you so much for letting us know about your experience - I can not apologise enough to hear that this was the case. Please can you email Hello@Pooky.com with an image and we would be more than happy to resolve this for you. Again, I am so sorry about any disappointment you may have. Best wishes, Mara

Posted 2 years ago

“Love the light shade - great quality. Super quick delivery. Still awaiting response to email about refund on previous product. Communication around refunds could match communication around purchases”

Helpful Report

Posted 2 years ago

Hi there Tracey- I've had a look at our system and can't see that we have heard from you regarding a refund, so I'm sorry that you haven't had a reply! Can you please forward that onto us so I can make sure this gets looked into? At this stage, I cannot see we have received your returns back to our Warehouse as yet. Your chosen courier should have given you some tracking information so I wonder if you are able to send this to us as well? Best wishes, Becci

Posted 2 years ago

“I ordered two lamps with shades. They are lovely. However - and the reason I dropped two stars, this was such an issue - I am really disappointed by the packaging of the larger lamp base. It is made of glass, and was encased in polystyrene (which I understand); it was well-protected, however, when I removed the polystyrene hundreds of tiny tiny balls of polystyrene remained all over the lamp. Inside, outside, jammed into the bulb fitting, wedged between the glass and the brass bottom... I have spent hours removing them (which also made a ferocious mess!), but, to my great frustration, have not managed to get rid of them all - especially the ones wedged between the glass and the metal base - and these are still visible. This was really disappointing and has marred my enjoyment of the beautiful lamp.”

Helpful Report

Posted 2 years ago

HI Leanne and thank you for the very detailed review - it is much appreciated that you took the time to send it. On the issue of packaging, we try to use as little polystyrene as possible in our packaging. It is inert so it doesn't leach after use but it can be annoying aand hard to deal with. Have you tried a hoover on gentle? We find that works really well. If that doesn't work then let the cusrtomer service team know (hello@pooky.com) and they will try and help out. We do want you to enjoy your lamp and will do our best to make sure that you do. Best wishes and thanks again for the review. Tim

Posted 2 years ago

“Loved the lamps and shades, unfortunately one of my boxes was mislabeled and took a detour for multiple days despite me paying for premium shipping. Also one of the light bulbs I ordered shorted out my circuit in multiple lamps so I had to throw it out (lamps worked fine otherwise, it was a lightbulb issue!)”

Helpful Report

Posted 2 years ago

“The lights are beautiful but they often send the wrong thing and have sent a faulty light in the past.”

Helpful Report

Posted 2 years ago

Hi and thanks for the review. We try to ensure that we pick and send as accurately as possible as it is best for you the customer and of course it's best for us too. I've looked through your sales history and i can see that you were sent a wall light without screws and which we ultimately replaced so i am very sorry about that. I can also see that you have been a loyal Pooky customer so thank you for that - we are most grateful. Our QA processes start at the factory and continue all the way to our warehouse but from time to time, things slip through and it leads to frustration and annoyance. We try and fix issues as quickly as we can but nonetheless, better that they don't happen in the first place. Thank you for letting us know about the issues you've faced - feedback gives us the chance to do better, and we will continue to try and do this. Best wishes - Tim

Posted 2 years ago

“The 'Rattle' table lamp is cute, although with some splintery edges. Lamp base arrived without shade and bulb, which had to be chased up and were sent on later that day. Lamp base then turned out to be missing the second shade ring that locks the lamp shade in place. Pooky customer service were prompt to respond, and said they were 'more than happy to send on a replacement part.' The general impression was that I was asking for additional favours, rather than for the complete delivery of a lamp for which payment had already been taken. I shouldn't have to chase twice to receive my goods in full. There are questions to be asked about quality control if a lamp can be shipped while missing a standard part. This was my first time ordering from Pooky, and I wouldn't be in a hurry to do so again.”

Helpful Report

Posted 2 years ago

Hi there, Thank you for leaving a review expressing your feelings about your first experience with us. I'm so sorry that you were made to feel like this, as this should have been thoroughly checked before leaving our warehouse, and I can understand your disappointment. I have passed your feedback on about the phrasing used in our email exchange with you, and this will be picked up in the training we do with our Customer Service team. Regarding the quality control of our products, a percentage of these are checked before they are dispatched to us and a percentage is checked once these have been received at our warehouse. I will also pass this on to our Warehouse Manager, to ensure we can make improvements with this. Best wishes, Mara

Posted 2 years ago

“V nice lamp. Though the first one sent to me was broken, looked like hd possinly been used. Second lamp sent was very nice”

Helpful Report

Posted 2 years ago

Hi Donnie, I am so sorry to hear you had a broken lamp initially. Whilst we work hard to try and ensure that breakages don't happen there are occasions when we miss them and I am so sorry for the inconvenience but very glad to see we were able to get a replacement out to you nice and quickly and I am glad you are happy with it! Very best wishes, Daisy

Posted 2 years ago

“Your online site is excellent and easy to use But I went twice to your new showroom and thought your staff totally hopeless Only 1 young girl helped me and she knew very little and kept looking on her laptop There were several other staff who completely ignored me The second time I took my cousin and no one helped us and she couldn’t believe how disappointing it was Amanda Harrison”

Helpful Report

Posted 2 years ago

Hi Amanda, Thank you for your feedback on visiting our showroom. It comes as a bit of a shock if I'm honest as we put so much emphasis on good customer service and our ratings are almost universally extremely positive, but I appreciate that this was not your experience when visiting and for that, I'm so sorry. Thank you for your time on the phone yesterday, as it was great to have the chance to discuss this further with you and get more information. Please be assured that this will be taken on board with our showroom teams and we will work on improving this service. Best wishes, Becci

Posted 2 years ago

“First the positives: very quick turnaround, there was a genuine desire to offer good customer experience both by trying to resolve the issues asap, and by offering a small discount. I was, however, annoyed by the lack of knowledge of the product by several staff members, including at the managerial level. They had sent me the wrong combination of washers, then suggested wrongly that the dipped washer was the problem and that they were going to send me a shallower one. In the end, what they sent was exactly the same (I don't think there was another type), but luckily they had added some broader flat washers (which no one had mentioned) which solved the problem. Meanwhile, the so-called instruction is a joke. Please, Pooky, don't try to be cool and hip on a technical drawing. Get someone to do proper ones for your products and let the Managing Director's six-year-old daughter express her artistic talent elsewhere. Lastly, the amount of packaging was absolutely INSANE! Immorally so. That it was cardboard and not plastic does not make it acceptable. Each pendant had already come from the manufacturer in its own cardboard box with bubble wrap inside. Then each one had been put in Pooky boxes twice larger, with silly amounts of semi-shredded, not particularly clean cardboard thrown in. In all, the packaging of four medium pendant lights overfilled one green wheelie bin.”

Helpful Report

Posted 2 years ago

Hi Atanas, Thank you for your feedback and I'm sorry to hear you've had this experience with us. I completely appreciate this has been frustrating for you. You should have received the washers correctly in the first instance, and this is where we initially fell so I will pass this feedback on to our Warehouse Manager. It should not have then taken us another 2 instances to send the correct ones, so I will review our internal product training as I agree this is not acceptable. Thank you for your feedback about the instructions, and I'm sorry you found these tricky to understand- we are currently working on improving these internally. I also just wanted to comment on the packaging- we will pack items together with recycled cardboard packaging so there is less chance of breakage. It is also more economical and environmentally friendly, as our couriers can deliver one box rather than 3 or 4 separate boxes which have the risk of being split at the depots on their journey to our customers. It also means customers are then only waiting for one parcel, rather than lots of little deliveries. Thank you again for this feedback, and whilst not positive, all feedback is good feedback and leaves us lots of room to make improvements. Best wishes, Becci

Posted 2 years ago

“Fine but lights were unsuitable and that wasn’t clear in the description”

Helpful Report

Posted 2 years ago

Pooky is rated 4.9 based on 30,359 reviews