Pooky Opiniones 1246

Respuesta de Pooky

25 mar 2026

Hi Peter,

Thank you for taking the time to leave such a lovely review. We’re so pleased to hear this and truly appreciate having you as one of our customers.

Kind regards,
Megan

Respuesta de Pooky

25 mar 2026

Hi Alexandra,

Thank you for taking the time to leave a review. I’m really sorry to hear that you had to return the item. I can see that you’ve already been in touch with one of our customer service advisors, Martha, who discussed this with you and has shared your feedback with our internal team to make this clearer moving forward.

We truly appreciate you bringing this to our attention.

Kind regards,
Megan

Respuesta de Pooky

18 mar 2026

Hi Rhian,

Thank you so much for your lovely review! It truly means a lot to us. We’re absolutely delighted to hear that your mum is enjoying her Pooky products. Knowing that they’ve brought her joy is exactly why we do what we do.

If you ever need anything else or want help finding more pieces she’ll love, we’re always here and happy to assist.

Thanks again for taking the time to share your experience. Your kindness and support are genuinely appreciated 😍

Kind regards,
Megan

Respuesta de Pooky

Actualizada el 18 mar 2026

Hi Kate,

Thank you so much for your kind words. We’re absolutely delighted to hear that you’re loving your Pooky products and that they were delivered in a good time frame.

It’s been a real pleasure serving you. Thank you for choosing Pooky and welcoming our pieces into your home.

Kind regards,
Megan

Respuesta de Pooky

Actualizada el 18 mar 2026

Hi Frank,

That’s absolutely wonderful to hear. Thank you so much for taking the time to share your feedback. It truly means a lot to us. Knowing that you’ve had such a positive experience makes all the difference, and we’re delighted everything has been to your liking.

Kind regards,
Megan

Respuesta de Pooky

Actualizada el 18 mar 2026

Hi Peter,

Thank you so much for such a lovely review. We’re absolutely delighted to hear that you’re happy with both the products and the service you have received!

Kind regards,
Megan

Respuesta de Pooky

20 mar 2026

Hi Natalie,

Thank you so much for taking the time to leave a review and share your experience with us. I’m genuinely sorry to hear about the difficulties you encountered. This is far from the level of service we aim to provide, and I completely understand how frustrating and disappointing the situation must have been for you.

When a customer contacts us about an order placed through someone else’s account, we are required to follow GDPR regulations to protect the privacy and security of all parties involved. This means we cannot make changes or raise actions on another person’s account without written email permission from the account holder. However, after reviewing the email correspondence, I can absolutely see how the confusion arose.

Although you kindly CC’d the designer into the conversation, we did not clearly explain that they would also need to send us a direct email confirming their permission. I’m very sorry that this wasn’t communicated clearly by our team. We’ve now shared this feedback internally to ensure our Customer service advisors provide clearer guidance going forward and to prevent similar misunderstandings in the future.

Regarding the products themselves, I’m also very sorry that they arrived in this condition. This is not the standard we expect from our quality checking or packaging processes, and I completely understand how disappointing this must have been. Your feedback has been passed on to the relevant internal teams so they can review what went wrong and take steps to improve our quality control and packaging procedures.

As this matter is still ongoing, one of our Customer Service Team Leaders, Jade, will be reaching out to you via email today to ensure everything is resolved properly. She will take ownership of the situation and support you through the next steps so we can bring this to a satisfactory conclusion for you.

Once again, I’m truly sorry for the inconvenience, confusion, and frustration this has caused. Thank you for bringing this to our attention and giving us the opportunity to put things right.

Kind regards,
Megan

Respuesta de Pooky

11 mar 2026

Hi Terri,

Thank you for your review. We’re very sorry to hear how frustrating this experience with your Pooky fittings has been. This is certainly not the level of service or quality we aim to provide, and we genuinely regret the inconvenience this situation has caused you.

I can see that you first contacted us on 21st February after purchasing our Wish fittings, as you had noticed that the screws did not sit flush within the fitting as expected. We reached out to our team internally so this could be reviewed and on 24th February, they confirmed that the screws originally supplied were not those specified for the fitting, and they asked us to pass on their sincere apologies for this error.

To resolve the issue as quickly as possible, the team sourced alternative screws from our warehouse, which should have been a much more suitable fit. After you kindly confirmed your address, Abi arranged for these to be sent out to you. Unfortunately, as these were sent via Royal Mail without tracking, we were unable to monitor the delivery. When you later informed us that they had not arrived, one of our Team Leaders stepped in and arranged for replacement screws to be sent on a next-day service instead. We are very sorry that this was not done in the first place, and your feedback on this has been shared internally, as the replacements should have been expedited from the start.

During this time, the original envelope did arrive, but it had unfortunately been damaged in transit and had torn open, which meant the screws inside were missing or damaged. As we had replacement screws already on the way, we informed you that the screws that arrived already could be disposed of.

Once the replacements arrived, you let us know that they still did not sit flush as shown on the website. We completely understand your disappointment and are very sorry that this continued to cause frustration. Your feedback has again been passed directly to our production team, who are now reviewing these fittings more closely.

Following this, we arranged for the fittings to be collected from you and, once they were returned to us, your refund was processed.

We then provided you with a new quote for replacement wall fittings with a gesture of goodwill discount. After this, you called and spoke with our Returns Team Leader, who reviewed the refund with you as you were concerned it might not have been correct, which has been resolved. I can see you have now made a payment for your new order, and this is being sent out on Thursday for delivery on Friday for you on a next-day service.

We are truly sorry for the experience you have had with us. This is not the standard we want any of our customers to receive, and all of the feedback you have provided has been shared with the relevant teams so that we can review and improve our processes. Throughout your calls and emails, our team has always aimed to assist you politely and professionally; however, if at any point you felt this was not the case, we sincerely apologise. If you have any further questions, please do let us know.

Best wishes,
Becci

Respuesta de Pooky

Actualizada el 20 mar 2026

Hi Sophie,

Thank you for taking the time to leave a review.

I’m really sorry to hear that you feel disappointed with our returns process. That’s never the experience we want for our customers, and I completely understand how frustrating it can be when something doesn’t feel as straightforward as expected. We’ve recently introduced a new system where customers can use our online returns portal to select their preferred return method, and we’re continually working to make this as clear and user‑friendly as possible.

As outlined in our Help and FAQs section on the website, we do charge a £15 contribution towards the cost of the collection service for all items. However, larger pieces, such as standing lamps, some chandeliers, and mirrors, can only be returned via collection due to their size and fragility, which is why the £15 fee applies in those cases.

I’m really sorry if this wasn’t clear or if you weren’t aware of these details beforehand. Your feedback is genuinely appreciated, and it helps us identify where we can improve communication and make the process smoother for everyone.

If there’s anything I can do to help or if you’d like me to look into your order specifically, I’m more than happy to assist via email at hello@pooky.com.

Kind regards,
Megan

Respuesta de Pooky

18 mar 2026

Hi Delphine,

Thank you so much for your lovely feedback! We’re absolutely delighted to hear that you’re happy with your Pooky light fittings and it’s wonderful to know our packaging made a good impression too. We put a lot of care into making the whole Pooky experience enjoyable from start to finish, so it’s truly rewarding to hear that this came through for you.

Kind regards,
Megan

Respuesta de Pooky

18 mar 2026

Hi Caroline,

Thank you so much for your feedback - this is wonderful to hear.

Kind regards,
Megan

Respuesta de Pooky

18 mar 2026

Hi Elaine,

That’s truly wonderful to hear. Thank you so much for taking the time to share your feedback. We really appreciate it.

Kind regards,
Megan

Respuesta de Pooky

18 mar 2026

Hi there,

Thank you so much for your kind words! We’re delighted to hear that you’re pleased with the quality of your Pooky lights.

Kind regards,
Megan

Respuesta de Pooky

19 mar 2026

Hi Milka,

Thank you so much for taking the time to leave your review. I’m truly sorry to hear that you were disappointed with the quality of the Pumpkin shade. That’s never the experience we want our customers to have, and I completely understand how frustrating it must be to receive something that doesn’t meet your expectations.

I’ve checked our system and can’t see an email from you, so if you’re able to email hello@pooky.com, I’ll personally make sure this is picked up right away. I can arrange a replacement for you and have it sent out as an urgent order so you’re not left waiting any longer than necessary.

I’ve also shared your feedback with our internal teams so they can review this as part of our quality‑checking process. We take comments like yours seriously, and your experience helps us identify where improvements are needed to ensure this doesn’t happen again.

Thank you again for bringing this to our attention, and I’m very sorry for the inconvenience and disappointment this has caused. We really appreciate your patience and the opportunity to put things right.

Kind regards,
Megan

Respuesta de Pooky

18 mar 2026

Hi there,

Thank you so very much for your lovely review! We’re absolutely delighted to hear how happy you are with your lamp base and shade.

It’s wonderful to know you found the service excellent, as well as your kind words truly mean a great deal to us.

Kind regards,
Megan

Respuesta de Pooky

18 mar 2026

Hi Kerrie,

Thank you for your lovely feedback. We are so glad to hear this and that everyone else loves them as well!

Kind regards,
Megan

Respuesta de Pooky

18 mar 2026

Hi Geoffrey,

Thank you so much for taking the time to leave such a lovely review. We’re really glad to hear that you had a great experience with us, and it means a lot to know that everything met your expectations.

Kind regards,
Megan

Respuesta de Pooky

18 mar 2026

Hi there,

Thank you so much for your lovely review. We’re truly delighted to hear that you had such a positive experience with us. Knowing that everything went smoothly and left you feeling happy really means a great deal. Feedback like yours is exactly what encourages us to keep delivering the best service we can.

We genuinely appreciate you taking the time to share your thoughts, and we’re so glad your experience with us was a great one from start to finish.

Kind regards,
Megan

Respuesta de Pooky

6 mar 2026

Hi Abbey,

We’re really sorry to read how disappointed you feel following this experience, particularly after choosing Pooky products for your renovation.

When items are returned to our warehouse they are inspected before refunds are processed. In this case our team flagged that the flex on the pendant appeared shorter than the standard specification we supply. As altered light fittings unfortunately cannot be returned to stock or resold, the team contacted you in line with our returns policy.

We completely understand that you advised the item had not been altered while it was with you. As we are only able to assess the condition of an item when it arrives back with us, it can sometimes be difficult to determine when a change may have occurred. Our team were therefore following our usual process based on the condition of the product received.

After reviewing the situation further, and as we could not definitively establish when the alteration occurred, the decision was made to issue a full refund.

We’re genuinely sorry that this situation left you feeling this way and that the experience fell short of what you expected from us. Customer experience is very important to us and we have reviewed the case internally to ensure everything was handled appropriately.

Kind regards,
Becci

Respuesta de Pooky

18 mar 2026

Hi Yang,

Thank you for taking the time to leave a review. We genuinely appreciate all feedback, as it helps us understand where we can improve and how to better support our customers. I’m truly sorry that your experience with us wasn’t as smooth as it should have been.

I’ve looked into your emails, and I can see that a member of our customer service team responded to your email requesting the batch number for this product. This information is important for us to pass on to our internal teams so we can investigate any issues properly and ensure they don’t happen agains so, thank you for sharing that with us.

I also noticed that, instead of arranging the replacement you were expecting, a refund was issued. I’m very sorry for this mistake; it’s not the level of service we aim to provide, and I completely understand how frustrating that must have been. Please rest assured that your feedback has been shared with the team and used for training purposes so we can prevent similar errors in the future.

If you decide to place another order with us, I would be more than happy to assist you personally. I can process your order manually and oversee everything from start to finish to ensure the experience is clear, smooth, and handled exactly as it should be.

Thank you again for bringing this to our attention, and I hope we have the opportunity to provide you with a much better experience in the future.

Kind regards,
Megan