Lampwise Avis 

Réponse de Lampwise

12 juin 2024

Dear Mr Martin RS

Thank you for your feedback and for bringing this issue to our attention. We sincerely apologize for the inconvenience you experienced and for the delay in responding to your email. Over the weekend, we have been diligently working to address all customer queries, and we regret any frustration this may have caused.

We understand your disappointment with receiving bulbs that were not as described. To make this right, we would like to offer you a free return for your order. An email detailing the return process has been sent to the email address listed on your order.

We appreciate your understanding and hope to resolve this matter to your satisfaction. If you have any further questions or concerns, please do not hesitate to contact us.

Thank you for choosing Lampwise.

Best regards,

Customer Service Team
Lampwise

Réponse de Lampwise

27 oct. 2023

We sincerely appreciate your feedback and the opportunity to address your concerns. We are sorry to hear about your recent experience in our store. It's important for us to clarify the situation for all our customers and potential visitors.

During your visit to our store, there was an incident involving a crystal from a ceiling fitting. Our staff did hear a loud noise and promptly responded. Upon investigation, it was discovered that the crystal had been removed and accidentally dropped onto another lamp, causing damage. Our policy in such cases is to request payment for the damaged item.

It's important to note that our intention is never to make any customer feel uncomfortable or unwelcome. We apologize if the situation was handled in a manner that you found to be disagreeable. We strive to maintain a pleasant and respectful shopping environment for all our customers.

We understand that misunderstandings can happen, and we genuinely regret any inconvenience caused during your visit. If you have any further concerns or would like to discuss this matter in more detail, please do not hesitate to reach out to us directly. We are here to ensure that all of our customers have a positive experience with us.

Thank you for sharing your feedback, as it helps us continually improve our services and ensure that all customers have a positive experience. We value your feedback and hope to have the opportunity to serve you better in the future.

Réponse de Lampwise

Actualisé le 20 avr. 2023

We're sorry to hear that your experience with our shop didn't meet your expectations. We take all customer feedback seriously and we appreciate you taking the time to share your thoughts.

We apologize for any frustration you experienced with the product and the service you received. Our team strives to provide helpful and courteous customer service at all times, and we're disappointed to hear that you didn't feel that was the case for you.

Regarding the issue with the PAR 38, we stand by the fact that the wattage can have an impact on the use of the product, and we apologize if this was not communicated clearly enough, or more to fact you weren't in the mood to listen, however, We're glad to hear that you were able to obtain a refund eventually, but we're sorry for any inconvenience this caused.

(Order brought on our website customer had demanded refund in our store to his card - due to UK Law all payments must be refunded in the way they have been paid)

We would like to assure you that our shop is not just a front for internet sales. We have a physical storefront and have been in business for over 20 years in Stony Stratford, serving the needs of our local community as well as online customers.

We appreciate your feedback and will take your comments into consideration as we continue to work to improve our services.

Réponse de Lampwise

20 avr. 2023

Thank you for taking the time to leave a review. We appreciate all feedback as it helps us to improve our service. However, we feel that your review does not accurately represent the facts of our interactions with you.

We understand that you visited our store to make a purchase and that you preferred not to buy online, which we fully appreciate. We would like to clarify that all refunds, regardless of location, must be processed in person at the store. This is in line with our policy and is not related to the Distant Selling Act.

During your visit to the store, our owner attended to you and assisted you in finding an item that you loved and wanted. We want to assure you that our owner is highly experienced and knowledgeable in our products. However, the item was not in stock at the time, and we advised you that it would take 7-10 working days to get it in. We are pleased to say that we managed to get your order ready for collection within 5 days, which is ahead of schedule.

We understand that you wanted to cancel your order due to a staff member's failure to follow up on a phone call, and we apologize for any inconvenience this may have caused. We would like to clarify that some items, but not all, carry a surcharge when they are not in stock and must be ordered specially. This is standard practice in our industry.

We take our telephone conversations very seriously, and we have instructed our staff members to terminate calls immediately if a customer is rude or disrespectful. We apologize if this policy was not communicated clearly to you.

Finally, we would like to clarify that our owner agreed to a full refund with no surcharge when you came into the store to speak with him. We apologize if there was any confusion during this interaction. We value all of our customers and strive to provide excellent service at all times. Thank you again for your feedback.