Pooky Reviews

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

4.9 Rating 30,350 Reviews

98 %

of reviewers recommend Pooky

4.9

Based on 30,350 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

5608

Anonymous

Anonymous // 01/01/2019

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

“Our order was poorly packaged and one of the lamps arrived damaged. The replacement was ordered without difficulty but it was slightly inconvenient to have to go to the only local shop where we could drop off the faulty one. The instructions are very poor, and state that the rechargeable battery will only last two years. All in all, they're very expensive for what they are, especially if the battery really does die in 2 years.”

Helpful Report

Posted 1 month ago

Hi there, Thank you for sending in your review. I do apologise that your order was delivered and the one lamp arrived damaged. I can see that this was replaced and the new one arrived safely. As with any battery powered product, these will degrade naturally over time. If the lamp is used regularly it may degrade sooner, and if it is not used often then it will last longer. Our warranty period is two years, so if the battery fails within this period we will replace them and if it were to fail out of our warranty period then we would be able to repair these. This is a service we are currently discussing internally, and would come with a small charge. If you have any further questions regarding this, we will be more than happy to discuss this with you on 02073513003. Best wishes, Em

Posted 4 weeks ago

“The lampshades are lovely but the colour is absolutely nothing like the images online! I will keep them because, pure fluke, they look fine in the room they were intended for, but PLEASE MAKE YOUR COLOURS MORE ACCURATE! It’s annoying.”

Helpful Report

Posted 2 months ago

Hi Helen, Thank you for taking the time to feed this back to us! We do everything we can to try and ensure that colours of our products are represented faithfully online. Unfortunately, different screens (PCs, Macs, tablets, mobiles) all have different technologies and colour set-ups and this can result in colour differences depending on what device you view the product on. We offer free returns so that if an item in the flesh is not as you were expecting it, and does not work in your scheme, you are free to return it. We do also offer free fabric samples so if you are unsure we can send these out to you and you can make sure it will be perfect before placing your order. I hope this helps but if you need anything further, please get in touch with us at hello@pooky.com or call us on 020 7351 3003. Best Wishes, Bryony

Posted 2 months ago

“Good quality but both lamp and shade very different to images on website. Have returned shade.”

Helpful Report

Posted 3 months ago

Hi Ellie, Thank you for leaving a review. I am sorry to hear your lamp and shade arrived not as expected on the website! We do everything we can to try and ensure that colours of our products are represented faithfully online. But it is unfortunately a fact that different devices (PCs, Macs, tablets, mobiles) all have different technologies and colour set-ups and this can result in colour differences depending on what device you view the product on. If you wanted to make a future purchase, but were hesitant due to colour differences, drop us an email and we can have these pictured directly from our show rooms in a natural lighting and forward these over to give a more accurate representation of what the products look like in situ. Best wishes, Paris

Posted 3 months ago

“We purchased a rechargeable picture light but unfortunately the brass finish had several scratch marks. However, we couldn't be bothered with the hadssle of sending it back etc., but I don't think we would buy any more similar products from Pooky,”

Helpful Report

Posted 3 months ago

Hi Tina, We appreciate you contacting us and sharing your feedback. I do apologise that your product arrived with damage. I cannot see that you have been in contact with ourselves via email in regards to this, if you wanted to reach out to us at hello@pooky.com, we would be more than happy to provide a replacement for yourself and organise a collection to take the damaged on off of your hands! Alternatively if you wanted to proceed differently, do get in touch still and we could always work something our for yourself. Best wishes, Paris

Posted 3 months ago

“I love the lamp I ordered but the bulb holder arrived bent, and the bulb doesn’t light up sadly. I’m sure this is just an unfortunate accident, but can I return it to the HQ office in Fulham or do I need to send it back in the post?”

Helpful Report

Posted 3 months ago

Hi George, Thank you for leaving a review. I can see you were in touch with my colleague Bryony a few hours ago and we have emailed a response in regards to the issue you are having with the lamp. The bulb holder is slightly wonky, however, this is because the lamp is on a ball-joint, meaning this can be secured back into place with a firm grip. We have also organised for a replacement bulb to be sent out for yourself. Please do see the email sent and we can then go from there in regards to any other questions you might have. Best wishes, Paris

Posted 3 months ago

“I love Pooky, In fact every ceilinng light in my home is Pooky, but on this occasion I was delivered a faulty item. I felt the company dragged their feet in resolving my issue. The item has since been replaced and looks very nice.”

Helpful Report

Posted 4 months ago

Hi Mason, Thank you for your time in leaving a review. I am sorry you were disappointed with the products and the service. I can see this matter was dealt with and you were issued a replacement upon your request, if there was further issues with the replacement we issued, please do get back in contact with us and we can help you further with this. Best wishes, Paris

Posted 3 months ago

“The website design is quite confusing with the lamp shade - I thought I had selected and bought one but the lamp arrived without. I then tried to buy one but a lot were out of stock - I am now in a waiting list. The UX on viewing the lampshades if quite difficult and time consuming on a phone”

Helpful Report

Posted 4 months ago

“Your products are lovely but your website is AWFUL - everyone I speak to agrees!”

Helpful Report

Posted 4 months ago

Hi Maxine, I'm sorry you have found the website difficult to use! This generally is not the feedback we have from customers, and many like the mix and match interface we have developed. It would be great to get some more feedback if you're happy to share that - the best email to reach us on is hello@pooky.com. Best wishes, Becci

Posted 3 months ago

“a lovely lamp but a nightmare to install!”

Helpful Report

Posted 5 months ago

Thank you so much for getting in touch with your feedback. It is great to hear from our happy customers so thank you for making the time! We are sorry to hear that you had some difficulty installing the light, if you have any more detailed feedback please let customer services know and we can pass this on to our production team to review. Best wishes, Emmy

Posted 5 months ago

“Good customer service , product does match the website”

Helpful Report

Posted 5 months ago

Hi Maryam, Thank you for getting in touch with your feedback. We are glad that you were happy with the service, and we are sorry to hear that the product wasn't as expected. If you haven't already returned this to us, please do send some photos over to our customer service team and we can have a look into this further for you. We try to make sure our products are represented faithfully online, and we will pass on your feedback so that this can be looked into/improved going forward. Best wishes, Emmy

Posted 5 months ago

“A bit disappointed with the lights as they are not as warm and glowy-looking as on the website. Also our electrician didn't find them easy to put up.”

Helpful Report

Posted 6 months ago

Hi Francesca, Thank you for getting in touch with your feedback, and we are sorry to hear that you are disappointed. I can't see that you have contacted us about this issue previously, so if you could provide some more details that would be helpful. If you are able to, please can you send over some photos of the issue and some more information about what the electrician struggled with to hello@pooky.com? Then our customer service team can look into this further for you. We value your feedback, and this will help us to improve going forwards. Best wishes, Emmy

Posted 6 months ago

“Pooky offers a great range of interesting designs. However, it is disappointing that customers in Northern Ireland are not afforded the same level of service as those in other UK regions. If retailers are happy to sell and deliver to customers, it shouldn't be difficult to provide for customer-friendly after-sales service (e.g. returns) for all. Most retailers do!”

Helpful Report

Posted 6 months ago

Hi Martin, Thank you for getting in touch with your feedback. We are sorry to hear that you are disappointed with the returns service for Northern Ireland. Our normal returns process does run in Northern Ireland, and our courier Yodel has quite a few drop off locations. We find that most customers can get to a drop off shop locally, however we understand that this isn't possible for everyone, and we do apologise for this. I understand that your item exceeded 60cm and fell under our DPD criteria. Unfortunately, our DPD account does not cover areas outside mainland UK, which is why we couldn’t issue a return label for you. We will be sure to pass this feedback on to our couriers, and continue to review our returns process so that we can make this as efficient as possible for customers. If you have any further information/feedback, please do get in touch with our customer service team. Best Wishes, Emmy

Posted 6 months ago

“Lovely lamp & shade but much smaller than I expected. A bit pricey considering size”

Helpful Report

Posted 6 months ago

Thank you for getting in touch with your feedback! We are so glad that you are happy with your shade. I am sorry to hear that the shade was smaller than expected. We include all of the measurements for our shades on the product page for each item, to help customers choose the size they need. Hopefully this will help you choose the correct size in future, and please feel free to contact customer service at hello@pooky.com for some further guidance in regards to shade sizes. Best Wishes, Emmy

Posted 6 months ago

“Had to return 1 lamp because colour was totally different. Unfortunately cost £25 to return. Kept other fitting but not fitted them yet.”

Helpful Report

Posted 8 months ago

Hi Sarah, I am sorry to hear that you weren't happy with your item. I have had a look at your order and can see that this was shipped to the Channel Islands. Unfortunately as included in our returns information online, we are unable to cover the cost of returns from outside of mainland UK. If there is anything else we can help you with, please contact customer service on hello@pooky.com. Best Wishes, Emmy

Posted 8 months ago

“Look lovely with light off but slightly disappointing with separate light fitting and shade, and also with how the lamps sit slightly out at top and bottom of lamp shade. So needs a fitting with a smaller lamp that can be installed so don’t see when light is turned on.”

Helpful Report

Posted 9 months ago

Thank you so much for getting in touch with your feedback. It is great to hear from our happy customers so thank you for making the time. It looks like your chosen bulbs are slightly too big, so if you are looking for a more discreet look we would suggest a golf ball bulb instead of these larger ones. If you would like any advice, please contact hello@pooky.com and our team would be happy to help you! Best Wishes, Emmy

Posted 9 months ago

“We love Pooky products and are very happy with the ones we have bought; however, all three of the standard lamps we had delivered were in some way damaged (one of them was snapped off at the base), which was disappointing and involved hassle.”

Helpful Report

Posted 10 months ago

Hi Matthew, Thank you for getting in touch with your feedback. I am sorry to hear that you have had some issues with your products, and we aim to get this resolved for you. I have had a look on your account and I can't see any orders for standard lamps, so perhaps these were purchased under a different account. Please do contact our customer service team at hello@pooky.com if you haven't previously, and we can of course arrange for replacements to be sent to you, and the faulty items collected. Best Wishes, Emmy

Posted 10 months ago

“The lamp is excellent-really solid and heavy base and well made and attractive shade. My only concern is that the only place I can buy replacement bulbs is from Pooky Lamps (not Amazon or any other retailer as they have to be 'dimmable ' bulbs which aren't available in the size which fits my lamp); when I tried to order some replacement bulbs from Pooky Lamps , they are out of stock.”

Helpful Report

Posted 10 months ago

Hi there - thank you for taking the time to leave your feedback. The bulbs for our Phileas bases are not available elsewhere, as they have to be a certain voltage to work with the power of the battery rather than mains powered. We are out of stock of these at the moment, so I'm sorry you're not able to order a replacement! If you reach out to our Customer Service team on hello@pooky.com they will be able to help you further. Best wishes, Becci

Posted 10 months ago

“Whilst the items are great the delivery wasn't. The courier left a card saying we weren't in when we were. That we had to collect from post office. I contacted you and asked for item to be re delivered and you said you could not do that. I ordered the item to be delivered to me , not a location 6 miles away. Disappointed with your attitude , that the item could not be re delivered when is wasn't any fault of the buyer but that of the courier.”

Helpful Report

Posted 1 year ago

Hi Emmy, Thank you for leaving your review, and letting us know about the issues you have faced with us and our courier. I can see that my colleague has responded to your email asking whether you are in a position to collect this from the pick up shop, as unfortunately in certain area's when a delivery attempt is unsuccessful the next thing DPD will do is drop this to the local Pick up shop. Once this has happened the only thing we are able to process is a return to sender. We are happy to organise this, and issue replacements if we are able to (due to stock levels) and if this is a preferable option for the customer, however as mentioned it can be difficult for us to do anything else or ask for the parcel to be attempted to be delivered again. I am again so sorry for any inconvenience or dissatisfaction caused, I hope in future we will be able to ensure you a satisfying customer experience. Kind regards, Poppy

Posted 11 months ago

“Disappointed that I had to return the lampshade as it's the wrong size. Even more disappointed that I find I've been charged 12 % of the total lampshade costs as a returns fee. It came as a nasty surprise.”

Helpful Report

Posted 1 year ago

Hi Caroline, I want to start by thanking you for taking the time to share your feedback with us. I'm truly sorry to hear that your recent experience with us left you feeling disappointed. I completely understand how frustrated you must have felt when the item you received wasn't the right size, especially after having waited so long for it. I want to assure you that we take your concerns seriously and will do everything we can to make sure that this doesn't happen again. We do state in our terms and conditions that there is a £6.00 charge per box that is returned from an order purchased in the sale - I apologise if our terms and conditions weren't clear enough regarding the charges that apply in such cases. We will certainly take your feedback on board and work to make this information more visible to our customers in the future. Once again, thank you for your feedback, and please know that we value your business and hope to have the opportunity to serve you better in the future. Warm regards, Mara

Posted 1 year ago

“Brass dimmer switch is good quality. There is no buzz sound when switched on. The only complaint is the cover plate could do with being slightly bigger. We have had to infill around switch as it is slightly smaller than the switch it has replaced which was standard size”

Helpful Report

Posted 1 year ago

Hi Yvonne, Thank you for sharing your experience with us. I'm truly sorry to hear that the ceiling rose did not meet your expectations. Your feedback is valuable to us and we appreciate you taking the time to let us know. We make sure when producing our products that these are all fully tested before selling these to the general public and can confirm that all the wires can fit safely and securely within the space allocated in the rose. Please know that we take the quality of our products very seriously, and we always strive to ensure that they meet the highest standards of functionality and beauty. We are committed to continuously improving our products and we will take your feedback into account as we move forward. If you need any further assistance or have any other concerns, please don't hesitate to contact us. We are always here to help you. Thank you again for your feedback. We hope to have the opportunity to serve you better in the future. Best wishes, Mara

Posted 1 year ago

Pooky is rated 4.9 based on 30,350 reviews