The Lighting Vault Avis 

Products are always nice quality but even the offers don’t tempt me anymore as the delivery is so slow and the customer service is poor. Never any e mail updates about order etc. I had an order turn up recently that I’d forgotten about as it was that long since I’d ordered it!

Bought the large fresh fig reed diffuser and the pack of 4 smaller fresh fig reed diffusers and would definitely shop here again. Much better value than where I used to buy them from. Arrived in time also and excellent customer service. Would highly recommend from my experience.

Couple months ago- some time in February- bought a lovely black scandi style light - took a long time to arrive but overall happy with the purchase :)

We ordered a light fitting from The Lighting Vault which unfortunately wasn’t as expected, so we requested a return. The customer service was horrendous. We only received automated replies claiming someone would respond within 48 hours – but in reality, we rarely heard anything back at all.

It cost us £40 to return the item, and then we had to wait a frustrating six weeks for a refund. When it finally arrived, it was £10 short of what we originally paid, with no clear explanation.

Overall, a deeply disappointing experience. The company is extremely slow to respond and act on anything. Think very carefully before using them – we certainly won’t be ordering again.

All these reviews are for a company in the UK. This is NOT Vault Lighting out in California. Do not confuse the two as they are NOT the same company.

I ve placed order 23 days ago and still do not have any concrete info about my delivery ,it stated it “it will be delivered within 14 working days .
Customer service is poor ,mainly automated ,and it impossible to talk to a real person .
Hope to get it ,or will cancel the delivery

Do not recommend this company due to POOR customer service ,some people may have better luck .

Having seen a few poor reviews I emailed the company to ensure the pendant light that I wanted was in stock. I received a response within 24 hours confirming it was in stock and that when I ordered it it would arrive with me within 7 to 10 days. I then ordered and paid for the item and as promised the pendant light arrived less than 10 days later.

As I am having substantial work done at home, we are yet to arrange for the light to be fitted and therefore at this stage I cannot comment on The light itself.

I am happy to highly recommend this company for their communication and speed of delivery

ordered my light during the sales in Jan said would take longer to despatch due to sales but arrived in the allotted time.Only just put it up 18th may to find a missing part emailed them and it arrived next day customer service is excellent can’t understand any of the negative reviews! Excellent quality light so pleased with it would definitely use this shop again

Dreadful customer service , do not respond to communications even after prompting you to do so. Their website also blocks negative reviews.

Product looked good but overcharged and they ignore emails

I have now ordered from this company on x4 occasions and I have to say, I am shocked to see the amount of negative reviews on here. I am so impressed with the quality of all of my lights and will definitely be ordering more in the future. I did on one occasion have a few broken shades on delivery which was quickly replaced after sending a quick email. I can’t fault the service I have received.

I had to return a product which I did straight away, and I am still waiting for a refund 3 weeks later, very slow to respond will nit order from them again

I ordered the coral vase which wasn't suitable and I returned it straight away in original packaging. As you can see from the photos. They told me it would take up yo 14 days for my refund which was fine but after the 14 days I emailed them in regards to my refund and they said they couldn't find my returned package if I could send proof of delivery in which I provided them with the photos of proof, however I still haven't recieved my refund and we are now on day 71!!!! I have emailed them multiple times and had no reply. Absolutely shambles of a company! I wish that I had read the reviews before ordering.... PLEASE DO NOT PURCHASE FROM THEM!!!

Order#37716.
Having received a substandard product I immediately contact The Lighting Vault by email and attached an image of the issue. I received an automated response which has incorrect spelling as it 'hanks' me for my email, but states I will receive a response within 24-48 hours - I DID NOT!
Infact I have not received a response from a week ago. Further email sent and poor automated response received once again.
Given they cannot even spell check a simple automated response, I am not surprised their attention to customer service is poor.
I will give 'Heather' or a colleague, a further 24-48 hours to respond, before engaging with PayPal and requesting their intervention.
Their is absolutely no excuse for this type of sub standard service, particularly in this day and age, it really is pitiful!

My item took longer to arrive than I hoped during which time I read all of the reviews on here and began to believe that I had been scammed and my light would not arrive. It did actually arrive although a couple of pieces were broken so I emailed them and before they even replied they had sent me replacement parts for all the missing pieces. I absolutely love the light and although the email service was slow at the beginning I received my product and excellent customer service afterwards so I can only rate them five star.

l wish l had read these reviews. It is all true, the customer service, refund process and not getting back to you, that's all true.
You have a deadline to apply for a return code. How can you do that when they do not get back to you in time!
Eventually, l get to a message saying that lots of bubbles in the glass is not a fault and neither is the big chip out the glass because the silver rim covers it.
Lifting this out, l cut myself. And l do not believe that this will not weaken the glass for an extra large hanging hurricane candle holder, where you use candles inside.
l was actually gobsmacked at their policies.
lf there's scratches but cannot be seen if you are a certain distance away. Alsorts. I'd never use them again. They are very bad to deal with and l haven't even managed to get to the requested refund send never mind the next hassle of them saying it's not returned or chasing refunds. Seems any way at all to keep your money.

Update: No, you certainly did not reply within the time frame and it was numerous occasions. You left it asking for more photos and still no return code or acceptance of a return. So, that's really not true either. I could not return without your say so. And it wasn't easy to photograph but l already sent images and details of the problem. As an unhappy customer, yes, l should be able to send back! If it's my choice not to accept the multiple flaws in that glass. I'm not comfortable putting hot flamed candles in that!
You dragged this out weeks and weeks but only accept returns in a certain time frame or you issue a code. What chance do you have. I expect more from a candle holder over £100 pounds. I stand by my review. Please look again at the emails and please feel free to email the proof of responding 24/48 hours. I'd welcome that.

Product looks great, but needed some assembly. Best price around. Some delay in dispatch, but generally kept informed

The most appalling customer service I have ever experienced! Heather apparently is too busy to reply to customer emails during their Spring Sale ! They are a poky, backstreet shop not Harvey Nicholls! She can't tell me anything about my order, a delivery time etc ,an order I placed ten days ago. She must be too busy. Have asked for my money back and will call my bank requesting a charge back within the next few days.
Avoid if you expect some common courtesy!!!

Update : I had to go to my bank to arrange a charge back for £165.75 as my order (which was never sent) wasn't refunded. AVOID ☠️

Further: The Lighting Vault have now contacted Trustpilot claiming my experience is false ! Pathetic!

Order #37401
Order #37401
Order #37401
Order #37401
Order #37401
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Order #37401

YOU NEVER DESPATCHED MY ORDER. YOU NEVER CONFIRMED A DESPATCH DATE EVEN THOUGH I ASKED SEVERAL TIMES. I WAS TOLD YOU WERE TOO BUSY. I HAVE THE EMAIL WITH THE ABOVE ORDER NUMBER. MY REFUND OF £165.75 HAS NEVER BEEN RECEIVED, HENCE I ASKED MY BANK TO STEP IN.

Update: still no sign of my refund from 18/03/25 it's now 10/04/25
TIME TO CONTACT TRADING STANDARDS AS THEY HAVE FORM FOR THIS (SEE REVIEWS)

This place has one of the worst customer service. Have been in touch since 20/2 about returning a faulty diffuser and still haven’t had my refund. Everytime you go back and forth they take days to get back to you so you cannot get a straight answer! The longest refund process I’ve ever known and still yet to receive it! Wish I’d have read the reviews before I purchased!

And regarding the below comment! I stated from the start I didn’t have a printer which most people don’t now a days and why should I go out my way to post it when you’ve sent it faulty! And the label didn’t arrive in time but luckily I knew the driver and he said he would come back in the hope it arrived so it was collected last Wednesday! The whole process has still taken a month and half due to you taking numerous days to reply at a time!! And the label is actually pretty obviously wonky! Not just a little so clearly hasn’t been checked!

Scam, ordered lights from them and received no order updates etc. tried contacting using the phone number provided by website and they don’t pick up.
No replies to any emails. Stay clear!!