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Réponse : Dusk Lighting

Il y a 13 heures

Hi Susannah,

Thank you for your feedback, I’m glad to hear the delivery was quick. I’m sorry to hear the product wasn’t quite as expected.

If you need anything further or any help, just let us know and we’ll be happy to assist.

The Dusk Lighting team

Réponse : Dusk Lighting

ll y a 1 jours

Hi,

We’re sorry to hear you’re disappointed with your experience.

In line with many small, independent online retailers, we do not offer a free returns service. However, in this case we did absorb the cost of the original delivery, as your order qualified for free UK mainland shipping.

It’s worth noting that offering free returns across the board is a very different commercial model. For smaller businesses operating on tight margins, it can encourage ordering more than needed with the intention of returning items, which ultimately creates significant cost pressures that would need to be reflected in pricing for all customers. We choose instead to keep our pricing as fair and transparent as possible.

In relation to the return cost mentioned, courier pricing can vary depending on the service selected, level of cover, and speed of delivery. We have also provided guidance and a comparison link to Parcels2Go to help customers obtain competitive return quotes. Based on the approximate size and weight of this parcel, the available services through this platform are typically averaging around the £10 mark, depending on the level of service selected, and would generally be significantly lower than the £70 figure stated.

With regard to packaging, the order consisted of two substantial pendant fittings (each made up of multiple components) along with bulbs, and was packed into appropriately sized transit boxes to ensure safe delivery. The box used measured approximately 100cm x 30cm, and all items fitted snugly and securely within it. We have reviewed the packing process via CCTV and can confirm the packaging used was appropriate for the contents. Larger lighting products do require suitably sized protective packaging to ensure they arrive safely.

We have also reviewed your email correspondence with William and found that he communicated clearly, professionally, and in line with our standard customer service approach throughout. At no point do we find evidence of rude or unhelpful behaviour in the written communication provided.

Our team also offered practical guidance regarding returns packaging, including options to reduce outer box size where appropriate, provided items remained safely protected in transit.

We’re sorry you felt the overall experience was frustrating. We always aim to be transparent and fair, and your feedback has been noted.

The Dusk Lighting Team