Ordered at the end of August with a 14 day delivery window. Still waiting for half my order to arrive now and no communication back from any of emails chasing. Wouldn’t order from them again.
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Lisez les avis des autres
Excellent customer service received when I brought my beautiful ceiling light . I brought this light in the sale 4 months ago and after decorating we put it up to discover it had parts missing . Email... Voir plus
Absolutely delighted with my three pendant lights. They are beautiful, stylish and really well made, with an excellent quality finish. They look even better once installed and have completely tran... Voir plus
L'entreprise a répondu
Awful delivery time. Ordered 9th September, still not shipped. Was apparently given to DPD on 23rd September, but 2 days later and they still haven't received. Stay away from this company, I wish I'd... Voir plus
L'entreprise a répondu
À propos de l'entreprise
Écrit par l'entreprise
The Lighting Vault is a UK-based family lighting retailer offering a carefully selected range of stylish ceiling lights, wall lights, pendant lighting and home accessories. Since 2019, we have helped thousands of customers find statement lighting for their homes, from luxury kitchen island pendants to low-ceiling flush lights, outdoor lighting and decorative glass designs. Many of our products are held in UK stock, while selected European collection items are made or sourced to order and may have a longer dispatch timeframe. Delivery estimates are clearly shown on our product pages so customers know what to expect before ordering. If you have any questions about an order, delivery timeframe or product, please contact us via the live chat on our website. This is usually the quickest way for our team to help, provide updates and resolve any issues as quickly as possible. We are committed to offering beautiful lighting, helpful customer support and clear communication throughout the order process. www.thelightingvault.co.uk
Coordonnées de contact
82 Bank Street, S64 9LG, Doncaster, Royaume-Uni
- andrew@thelightingvault.co.uk
- thelightingvault.co.uk
2,7
Bas
580 avis
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A répondu à 81 % de ses avis négatifs
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No customer service. See update
Ordered a light on the understanding that it could be returned if unsuitable.
It came, it didn't suit tried to get"authorisation"for return, in the end, in despair I returned it anyway.
No acknowledgement, and no refund
UPDATE
After my review the company got in touch and found my return. They have now refunded me in full.
I would change my review to 4 stars now
12 juillet 2026
Avis spontané
Réponse de The Lighting Vault
Hi John,
Thank you for updating your review, and I’m pleased we were able to locate the return and get your refund resolved for you.
We really appreciate you mentioning that you would now rate your experience 4 stars. If you’re happy to, would you mind also amending the star rating on the review itself to reflect your update? It would be very much appreciated.
Thank you again for your patience while we got this sorted.
Kind regards,
The Lighting Vault
I ordered 3 glass pendant lights and…
I ordered 3 glass pendant lights and paid £176 . Got the order after 3 weeks and one of the glass shades were broken . I reported it straight away and was told that the item will be picked up and then I will get my refund. They have been ignoring my emails now for over a week and now I have to open a dispute with my credit card company to claim my money back for me. SO A WARNING TO ALL CUSTOMERS , STAY AWAY FROM THIS COMPANY , THEY DONT REPLY TO EMAILS OR NOR IS THERE A PHONE NUBER . THIS COMPANY IS A SCAM.
28 juillet 2026
Avis spontané
Réponse de The Lighting Vault
Hi Bobby,
We’re sorry to see this review, but we do need to clarify the situation as some of the comments here do not accurately reflect what has happened.
Your order was dispatched within the advertised timeframe which was stated on the product description, at checkout, and in your confirmation email.
You reported that one of the glass shades had arrived damaged and we emailed you back within 48 hours, and a collection was arranged for the items. We have responded to all of your emails within our expected response timeframe of up to 72 hours, usually much quicker than this.
We were not made aware that the collection had failed until you contacted us and again, we replied to you within 48 hours. We offered an alternative collection date or a a drop-off returns label so that the return could still be completed and your refund processed. This email was sent to you this afternoon so we will await your response regarding how you would like to proceed with the return.
We certainly have not been ignoring the issue, nor are we a “scam”. We are a genuine UK business and your order was supplied and dispatched within the delivery timescale advertised when you placed your order. The outstanding issue relates solely to arranging the return of the damaged item which our returns team have been very eager to arrange and rectify the issue for you. Unfortunately sometime glass items are damaged in transit and we always refund items that arrive damaged.
We completely understand your frustration that the original collection did not take place, and we are happy to continue working with you to resolve this. However, given the circumstances, we would kindly ask that you reconsider the wording of the review, particularly the accusation that our company is a scam, as this is a very serious allegation and we do not believe it is a fair or accurate representation of what has happened.
The Lighting Vault
We purchased 3 hanging pendant lights
We purchased 3 hanging pendant lights, nothing is wrong with the quality, however, 1 out of 3 shades is different. I emailed to raise this and they agreed to send 2 replacements out. I have never recieved them. I emailed again twice and no response.
5 juin 2026
Avis spontané
Réponse de The Lighting Vault
We’re very sorry about this, Grant, and completely understand your frustration.
One of our team will contact you directly by email to get this resolved for you as quickly as possible.
Apologies again for the inconvenience.
Excellent Product Quality.
The quality of the Travertine bowl I bought was excellent. It was also very well priced. I’d looked at several similar sized ones online with other retailers and they were significantly more expensive. Although delivery took over 2 weeks it was worth waiting for.
16 juillet 2026
Avis spontané
Terrible customer service
Ordered a glass pendant light which took a very long time to arrive and when it did arrive it was chipped. I contacted the company who said to return it but then sent no return QR code. I emailed again several times inc photos of the faulty light then paid £10 myself to send it backed tracked delivery so it was returned within the deadline. I have since received nothing , no response to my emails, no acknowledgment that they have it back and no refund and that was almost 2 weeks ago.
Do not purchase from this company - they happily take your money then fail to communicate or refund.
11 août 2026
Avis spontané
Where is my order
Where is my order. No telephone number to ring just a email/livechat which has a 72hr turnaround, empty promises saying 10 days then longer, my lights were ordered on the 3rd july and keep being promised that week when i chase, still waiting, i will be going to paypal for a refund this week, shocking service
10 août 2026
Avis spontané
Réponse de The Lighting Vault
Hi Joanne,
We’re sorry to hear how frustrated you are with the delay.
We did send an email update today regarding your order, so if you haven’t received this, please check your junk or spam folder in case it has been filtered there.
Unfortunately, there has been a delay in the manufacture of your wall lights, which we advised you of by email.
If you would now prefer to cancel the order, please email queries@thelightingvault.co.uk and our team can action this for you.
Apologies again for the inconvenience caused.
Good customer service
Had an issue with delivery time, however customer service was great and rectified the issue promptly. Would buy again.
3 août 2026
Avis spontané
Réponse de The Lighting Vault
Hi Jamie,
Thank you so much for your lovely review.
We’re really pleased we were able to get the issue resolved for you, and we truly appreciate your patience and understanding.
Thanks again for your support.
Kind regards,
The Lighting Vault
Wish i had read the reviews before…
Wish i had read the reviews before placing an order. Lights we’re ‘in stock’ on website and advised at check out they would be dispatched within 10 days. Its now 15 days since placing the order and still no delivery scheduled. Contacted customer service who just keep saying everything on track.
Extremely poor.
10 août 2026
Avis spontané
Réponse de The Lighting Vault
Hi Debbie,
Thank you for your order and for taking the time to leave a review.
We’re sorry to hear that you’ve been disappointed with the delivery timescale. Just to clarify, the timeframe quoted for your items was **up to 10 working days for dispatch**, rather than 10 calendar days for delivery.
Your order was dispatched within that stated timeframe, so while we completely understand that waiting for an order can be frustrating, we do feel that a 1-star review is a little unfair in this instance.
We always aim to be as clear as possible with our dispatch times and appreciate your patience.
Great quality items
Although I waited awhile for my lights to initially arrive when they did, I had realised I had ordered the wrong ones, when I made contact, they quickly arranged for the correct ones to be sent, as a small business you can expect delays, but they worked hard to rectify my order and the quality is amazing, I would not hesitate to order again, thank you Heather for the additional aftercare after initial purchase. You may all read bad reviews and have a mixed opinion but my experience has been good. I do recommend this company.
7 août 2026
Avis spontané
Réponse de The Lighting Vault
Hi Rix,
Thank you so much for taking the time to leave such a thoughtful review.
We’re really pleased we were able to get everything sorted for you and that you’re happy with the quality of the lights. Your patience and understanding throughout the process were genuinely appreciated.
It’s lovely to hear that you’d be happy to order from us again, and thank you especially for the kind words.
ordered some lights over a month ago…
ordered some lights over a month ago and still have not received them. Every time I email or use the online chat service, I am given the same response: that tracking information will be available by Thursday. Unfortunately, every Thursday comes and goes with no tracking information and no delivery.
After waiting more than a month, I have completely lost confidence in this company. I will now be contacting PayPal to request a refund and reporting the matter to Trading Standards. This is one of the worst online shopping experiences I have had. I would strongly recommend avoiding ordering from this company.
1 juillet 2026
Avis spontané
Réponse de The Lighting Vault
We’re very sorry again for the delay and completely understand your frustration. We’ve checked the latest DPD tracking, and your order is now with DPD and scheduled for delivery tomorrow.
Hopefully, you can now also see this update on the tracking information provided.
Once your order has arrived, if you’re happy with everything, we’d really appreciate it if you would consider updating your review to reflect the final outcome and your overall experience.
Please accept our sincere apologies again for the inconvenience caused, and thank you for your patience.
Delivery issues
Changing this review to 3 stars from 1 as I now have the product. However, they have an issue with customer service. VERY difficult to speak to someone, dates seem to change, but got the product in the end. I think they should just over estimate the delivery stated on the product, say it's going to be 3 weeks, and if it's earlier great, saves all this hassle. Also make sure you have enough staff to reply to customers.
6 juillet 2026
Avis spontané
Réponse de The Lighting Vault
Hi Lee,
We’re very sorry for the delays and frustration you experienced with your order. We completely understand your disappointment, particularly regarding the tracking updates and the conflicting information provided.
I can now see that your order has been delivered, and we sincerely hope you are pleased with the lights. As the order has now arrived, we would be very grateful if you would consider updating your review to reflect the final outcome.
Please accept our apologies again for the inconvenience caused.
Be careful using this company.
Be careful using this company, maybe they have ceased operations? 5 emails unanswered, weeks and weeks waiting for a refund and no answer when you call. Buyer beware.
23 juillet 2026
Avis spontané
Réponse de The Lighting Vault
We’re sorry for the delay and the frustration this has caused. We had requested proof of delivery for the returned parcel so that the refund could be processed, but unfortunately we had not received this.
We can now confirm that your refund has been processed. Please allow a few working days for the funds to appear back in your account, depending on your payment provider.
Where is my order???
I wish I had the rest of these reviews regarding delivery before I placed my order! It’s been 18 days since I placed my order and I have had no updates on the status of my order and no responses to my emails or chat query on the website. Still no idea when I will receive my order but considering contact my credit card company to see if I can get the payment cancelled and ordering with another supplier as I’m working to a builders time schedule…
16 juillet 2026
Avis spontané
Réponse de The Lighting Vault
Hi Parveen,
We’re very sorry for the delay and understand how frustrating it must be not to have received your order yet.
We can see that an order delay email was sent, as there has unfortunately been a slight delay with one of the items on your order. We apologise if this update was missed or did not reach you.
We’re sorry for the inconvenience caused and will provide a further update as soon as possible.
Very poor customer service
Very poor customer service. No response from this company as to where my order is. It has been over 10 working days and still nothing has been delivered. I have phoned numerous times and always an automated response. I have sent emails and I haven’t had any replies as to when or where my order is.
Very quick to take your money but no sign of my order.
I would not recommend this company and judging by their reviews this is very common.
A family run business too, terrible.
John Reeves order no 46722
30 juin 2026
Avis spontané
Réponse de The Lighting Vault
Hi John,
We’re very sorry that you were disappointed with the service you received.
We did send an update to advise that there was a delay because the items ordered were temporarily out of stock, although we apologise if this message was missed or not received.
We completely understand how frustrating the delay and lack of clarity must have been, and we’re sorry that your experience fell below expectations.
My first order took a month to come
My first order took a month to come. Products are good when they finally arrive. My issue is I returned one of the lights as not keen on the colour and they don’t want to know I’ve got proof it turned up with there unit next door because they were on holiday. I’ve chased them again and again after sending proof and I am being ignored. Now I have to spend more time going to the small claims court to get money back. Avoid this place
23 juin 2026
Avis spontané
Réponse de The Lighting Vault
We’re sorry to hear about your experience. Unfortunately, we’re unable to identify your order from the details shown on this review.
Please contact our customer service team at queries@thelightingvault.co.uk with your order number, and a member of the team will be happy to look into this for you.
Do not buy from Lighting Vault!
All i can say is, i wish i had read these reviews before purchasing.
There is zero communication from them, if you email them you get an auto generated email response saying they will respond within 48-72 hours.
If you call their number, it directs you to their chat box, which is mainly auto generated, so still zero customer service experience.
If you like to feel frustrated and ignored, then buy from this company...
Still waiting for my order
UPDATE 13/7/26
Finally got to chat with someone in the Chat Box..
I have cancelled the order, they claim they emailed me to say it was out of stock, i never received an email about stock at all.
They will be issuing me with a refund, told me it can take up to 14 days, so lets see how long this takes....
UPDATE 23/7/2026
Thank heavens i used PayPal to pay for this order, because despite numerous emails to them chasing my refund, still no communication from either Heather or Andrew at The Lighting Vault.
Yesterday i contacted PayPal and asked them for assistance, within 2 hours, PayPal had secured my refund for me, a big thank you to PayPal.
How this business is still operating is beyond me!!
My advice if you are reading this, is find an alternative supplier, your stress levels will be lower because of it.
Additional edit: Further to The Lighting vaults response to my comments, its amazing how they found time to respond to this but not my emails...
In addition, i asked PayPal to contact them on my behalf because i was deeply frustrated and i wasn't getting any response at all from The Lighting Vault!! Why they couldn't issue me with the credit without prompting from PayPal is beyond me.
9 juillet 2026
Avis spontané
Réponse de The Lighting Vault
Hi Nick,
We’re sorry to read that you remain unhappy with your experience.
We would just like to clarify one point regarding the refund. As soon as the PayPal refund request was received, we authorised it in full. PayPal did not independently recover the funds from us; the refund was approved by our team through the PayPal case.
We do apologise that our earlier communication did not meet the standard you expected, particularly regarding the stock issue and the time taken to respond. We understand how frustrating this must have been and are sorry for the inconvenience caused.
Customer service is absolutely…terrible
Customer service is absolutely shocking. I have waited 6 weeks for a light fitting and have received little to no communication regarding the whereabouts. I will not be using this company again.
7 juillet 2026
Avis spontané
Réponse de The Lighting Vault
Hi Holly,
We’re very sorry for the delay with your order and for the lack of communication regarding the status of your delivery.
We can see that your order has now been shipped. We completely understand your frustration and apologise again for the inconvenience caused.
Stockton Fan Light
Bought a Stockton Remote Control Ceiling Fan for the bedroom. Sits nicely up on the ceiling, light weight and on its brightest setting it is like sitting under a sun lamp haha
6 speeds for the fan and very quiet
Highly recommend
2 juillet 2026
Avis spontané
Réponse de The Lighting Vault
Hi Mick,
Thank you so much for your lovely review.
We’re really pleased to hear you’re happy with your Stockton Fan Light and that it’s working so well in the bedroom. Great to hear it’s quiet too!
Thanks again for your order and recommendation.
I bought a light with an amazing 20%…
I bought a light with an amazing 20% off. The Lighting Vault has some of the most gorgeous lights on the market.
26 juin 2026
Avis spontané
Réponse de The Lighting Vault
Hi,
Thank you so much for your lovely review.
We’re really pleased to hear you were happy with the 20% discount and that you love our lighting range. We really appreciate your kind words and support.
Kind regards,
I've had a wonderful experience from…
I've had a wonderful experience from start to finish. I ordered the Salzburg Large Polo Light Fitting and it is absolutely, spectacular (I have had so many compliments over it). Ordered via the website, received clear communication over delivery expectations, was delivered on the expected day via a pallet service as previously advised and was packaged exceptionally well. I cannot praise the company high enough and have made a further order for a 2nd Salzburg Large Polo Light Fitting based on this experience. I would highly recommend this company. Thank you.
26 juin 2026
Avis spontané
Réponse de The Lighting Vault
Hi Adam,
Thank you so much for your fantastic review.
We’re absolutely delighted to hear you had such a wonderful experience from start to finish, and that you’re so pleased with your Salzburg Large Polo Light Fitting. It’s lovely to know the communication, delivery and packaging all met your expectations.
We also really appreciate you placing a further order with us — thank you again for your support and recommendation.
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