Pagazzi Lighting Avis 9 456

Both visits to store were good - very helpful staff. Nice lights.

Lovely variety of lights.Very helpful assistant.

Ordered 2 lights - decided on 1 and returned 1.
The return was received on 2nd Dec but zero acknowledgement or refund update when I have chased 3times.
Definitely put me off using this company again!

If I started 5 stars for eventually getting the right item delivered, we end up with a 3 when I deduct for my overall experience.

My first order #10024936 was lost/damaged or otherwise undeliverable by DHL. OK, not a great start but not Pagazzi’s fault but delayed me getting replacement items by a week when delivery made my DHL.

Unfortunately the bulb colour wasn’t right, so a second order #10025508 was placed with clear notes on the order that these are additional lamps to compare the colour. Well, would you believe it…DHL once again lost/damaged or otherwise could not deliver..fool me twice.

Despite the email chain (which I have evidence of) stating I will be returning one set, I was then denied a refund due to being “out of scope for return”. To be fair this was quickly rectified when I challenged with the delivery dates, however I was charged £7 for a return (with DPD..) which was 50% higher than the delivery charge.

I am, without doubt satisfied with my lamps, however I will likely find a different vendor in the future as the thought of handling another issue (delivery, return or other) has put me off using Pagazzi.

This company sells light fittings but as a warning if there is accidental damage to the glass fittings they do not stock replacements However they do replace the glass fittings if the light fitting is damaged when you buy it and discover that on opening the box

Lovely shop. Helpful but not over powering staff. They were polite helpful and knowledgeable. I purchased a beautiful light. Thank you.

I found the return process at Pagazzi Lighting to be relatively straightforward, however my major concern is the excessive delay in receiving a refund. They take fourteen days to return the money for goods that have been sent back. I do not care what their policy states, holding £172.00 for fourteen days is entirely unacceptable. I will not make a purchase from them again. Consider this a warning to others.

Had to return an item which didn't suit with absolutely no problems whatsoever the girl serving was lovely.

Fantastic service. Easy to order.
Fast delivery.

Thank you for your reply dated 04/11/2025, in response to my feedback from 31/10/2025.

However, your entry is not accurate, and I am certain you are aware that this issue has not been resolved. Paggazi continues to disregard the fact that a faulty light was sent to me.
I have already paid for the light, so it is not reasonable for me to send it back without receiving a replacement. You are obliged to send me a new, fully working light. It is also unacceptable that I would be expected to pay an additional £200 to replace a faulty item that I have already purchased.
I understand that Rebecca Pagan is a member of the executive management team. If this is the you, I expect you to address this issue urgently, as your customer service team has not responded to the emails I have sent regarding this matter.

Recently bought a ceiling light and bulbs to fit the light. Also a quite large table.
The customer service was excellent.
We needed help getting the large box to the car.
Didn't need to ask.
The gentleman just lifted the box and put it in the boot of my car.
Always had a great experience from staff at Pagazzi Lighting, that's why we always go back.
Thank you all staff in the
Birkenshaw Trading Estate Uddingstone.

28 Jan 2025
Pagazzi eventually supplied the 44 missing crystals, which I have now installed and the chandelier is complete.

However, this took far longer than necessary. The crystals were missing on delivery and clearly evidenced from the start, yet I was repeatedly asked to return a large and heavy chandelier at my own expense instead of being offered a straightforward solution.

While the issue was eventually resolved, the after-sales process was unnecessarily difficult and disappointing.

14 Nov 2025
In response to the company’s reply:

You also asked me to find my own electrician to fix the bent arm. The arm is not attached with screws. It is fixed in place as if it has been welded, so once the chandelier was installed there was no way to remove or adjust that arm. I also asked if you could send me the missing crystals and the metal pin wires so that I could attach them myself, but this reasonable request was refused without explanation.

You then asked me to pay the return cost for a very large chandelier. It is approximately 73cm x 74cm x 74cm, which means the return postage would be extremely expensive. I also told you that the original box had already been disposed of and asked whether you could arrange collection, yet this was ignored as well.

Despite the fact that the chandelier arrived faulty, you are still asking me to cover the return postage. This is not in line with the Consumer Rights Act 2015, which clearly states that customers should not be charged for returning faulty goods. When an item arrives damaged or incomplete, the retailer is responsible for all return costs.

I clearly raised every one of these points, but none of them were addressed in your replies. Instead, I received repeated and generic responses that did not engage with the actual issues. This has made the entire experience far more difficult and frustrating than it needed to be.

13 Nov 2025
I had one of the worst customer service experiences with Pagazzi Lighting. My order arrived with a bent arm and 44 missing crystals across four arms. These faults were clearly present before installation. I contacted their customer service within the period they advised, and I was told on the phone that I had 30 days to check the item because I was still waiting for the fitter. I followed the instructions they gave me, yet they ignored this completely in their later emails.

Every time I reached out for help, I received the same repeated responses with no actual resolution. It felt like they were copying and pasting the same message instead of addressing the facts I provided. When I tried calling, I was told they were in a long meeting, which happened more than once. It came across as an excuse to avoid dealing with the issue.

Even though the item arrived faulty, they insisted that I should pay the return postage myself and said they would only decide whether to replace it after receiving it. They also refused to consider that their own staff gave me incorrect guidance over the phone. They kept repeating their policy instead of acknowledging the evidence or offering any real help.

This has been an exhausting and frustrating process with no responsibility taken on their side. I would not recommend Pagazzi Lighting. The service is unhelpful, inflexible, and does not match the standards expected when faulty goods are delivered.

We wanted to buy a light today and stood at the counter waiting to be attended to. The female assistant saw us but remained working on her computer!? Eventually she served us then told us the light we wanted was out of stock . She said she could order it for us . She didn't once make eye contact.I said I would order it myself from home. She said she was doing it on the computer, so I thanked her and said I would do it myself. She was not pleased !! She was rude from yhe beginning and completely uninterested in us so I decided I would rather buy it elsewhere instead of this shop. So very disappointing as we have spent alot of money in Pagazzi over the years in the Stirling store

I ordered the Alamandite 8 Light Cream Chandelier from Pagazzi, which looked beautiful on their website. Unfortunately, when it arrived, one of the arms was bent and a large amount of crystals missing across the arms. The box appeared intact, so it likely wasn’t caused by delivery.

I contacted customer service and followed their suggestion to gently bend the arm back, but the metal was too hard and couldn’t be adjusted without risking damage. I also mentioned that our electrician had already completed the installation, so removing and refitting would cause extra costs. However, after multiple follow-ups, I haven’t received a clear resolution or compensation option.

The chandelier design itself is lovely, but the quality control and support were disappointing for a product in this price range. I really hope Pagazzi improves their pre-shipping inspection and provides better solutions for customers who receive defective items.

Loving my new Large Thoms Kent Wall Clock, bought it in Sand to go with our new Kitchen and worktop in Persian White Quartz. Loving the size of it 50cm in Diameter and I have a small kitchen, and it just look’s amazing up on the wall.

I made a purchase which I returned the next day. Everything was in condition as bought. They display a 14 day returns policy for refund.
However, I was asked for my telephone number and email address and told “ you have to give your details if you want a refund pal”.
Bullying behaviour and when I said I wasn’t happy being spoken to like that they refused the complaint.
I would not recommend them in any way. I have emailed my complaint also.

Bought a lamp online 12/10/25 but when it came the stand was bent and the lampshade broken. Returned it for free but its been 14 days since they've received the item (20/10) and still no refund of over £78 despite chasing customer services (3/11)

The sales assistant really helped us - we had been shopping for lights all day and we had returned to Pagazzi for a second view of the lights that were on our shortlist. She didn’t just try to sell us the lights, she listened to what we wanted and explained how the lights could look with different bulbs, then took time to demonstrate the options to help us decide.

And most importantly the lights look great in ther new home.

I felt valued and the staff were amazing in helping me choose the lights for my new house. I bought 12 and returned them all and with guidance from the staff now the lights I have got are perfect. Honestly not once did they rush me they just told me to take my time as there is no rush. Braehead so much choice.