The Lighting Vault Avis 

We ordered a floor lamp in July last year. Some of the bulbs I had ordered separately via an Amazon didn’t work initially, and the company sent correct bulbs. From the get go even the correct bulbs would go on and off intermittently, and we lived with it. When I turned the lamp on a week ago only 3 of the bulbs were working and despite purchasing an identical replacement set, they didn’t work either. Have now contacted the company twice for either a replacement lamp or a refund. Silence so far. This product was clearly faulty from the outset when the company just tired to say it was the bulbs. I wouldn’t use them again based on the fact that they have not responded within their 48 hour turnaround meaning I have had to chase. Also because they believe it ok to send out faulty items. Yes, I should have made more of a fuss re the intermittent on and off but I did not expect the majority of lights to stop working.

Fast forward to vendor response, which does not reflect the truth. I have the email chain for proof. I had an email from you in 12th January to which I sent additional information (2 emails as I forgot something in the first one). I chased on14th after your ‘please give us 48 hours to reply’. No reply. I check spam regularly. I just don’t have the time to keep chasing now. You absolutely have the right to respond to these reviews but should only really do so when you impart correct information. It’s with Barclays now, let’s see what they make of it.

I bought 2 bathroom wall lights and 5 other wall lights from the lighting vault. All were in stock when I ordered and paid.

However I got an email to say the 2 bathroom lights were actually out of stock and that they didn't know when they would arrive. That was the ONLY email/message response I have had from them since I purchased the lights.

I have sent chase emails with no response apart from an automated please wait 24/48 hrs to get back to you.. I have waited the allotted 48 hours each time but I have been waiting for over a week now and I have had absolutely no response from this company.. I have tried their online chat and that leads to a dead end also.

A company shows their true colours when you have an issue/problem and it is how they resolve it..I would have given them a 5 star review if I had this problem and they had contacted me and answered emails however this is not the case, in my opinion this is an awful company to purchase from with zero customer service.

They have my money and what do I have from them? I No lights, no idea when or if they are arriving and no response to 2 email chases and an online chat message.

I honestly wouldn't buy from them again and would advise you to do the same..

Fantastic Company to deal with!

I ordered 3 pendants for our Dining Table and although the first order was lost by the Courier, Heather was apologetic and arranged a replacement order to be sent out next day. All arrived well packaged and look stunning installed.

I then returned to order a lovely chandelier for the living room and was advised that as it was a Black Friday deal, the lead time could be up to 14 days. A quick email to Heather requesting this to be improved on as we had a party coming up, it was marked as priority and received the next day!

I then managed to break one of the crystals whilst installing the chandelier and with no spares in the box, another email to Heather and she arranged for some spares to be sent out there and then.

A very refreshing Customer Service experience and a very satisfied customer (including the wife!)

Thank you, we will return in the future for more beautiful lighting!

Bought this for my daughter and son in law as a gift for their new home.
They absolutely were thrilled.
The fragrance is so pleasant.
Bought one for my home too.

EDITED REPLY: Purchased Edith bathroom light which clearly had a manufacturing fault. Reported to company and suggestion was to see if I could bend the light back into shape. That’ll be a ‘no’.
Response and Evri label provided 28.11.24 AFTER review and after chasing emails

My order did not come as stated so I requested it be cancelled. They ignored several requests for this. Then they eventually said they’d dispatched it despite me cancelling. I then had an absolute nightmare trying to get it returned. They refused to collect it and made me return it at my expense, which was costly. They then didn’t refund me and it was only when i threatened them with credit card chargeback did they finally refund me. Awful company who just want your money but offer no after sales care and deliberately try to get out of cancelling online orders and / or refunding you. Their communication is beyond poor

Beautiful lamp, received earlier than expected and extremely well wrapped..

Will not be buying from them again took 20days for delivery when I tried contacting they lied about when it was arriving then when it didn’t turn up I emailed a few times and got no response.
My lights eventually turned up after 20working days. One of the lights is not good quality.
This is a genuine review and I have proven this with information sent to trust pilot and proof of when my lights were delivered. The fact this company is trying to say my review isn’t real when I have all the proof is ridiculous.

I am soooo disappointed with this company. The products are lovely, we order over £2k worth of lights fo for our lounge. Quality is good but we have had a number of issues 1) broke glass pendants, and they give no extras which would be the sensible thing 2) we orders a standard lamp that has arrived with no base 3) we placed the order and nothing happened for two weeks until I chased it 4) nobody replies to you, there is no phone number and sometimes you get a the missing bit bit mostly nothing…..I still have two items that I can’t use because nobody can be bothered to reply and i spent over two thousand pounds….

Never use The Lighting Vault. Worst Customer service. No contact only online chat that doesn’t always respond. Took my money 4/9/24. Only 2 items delivered on time. They refused refund for 3rd saying the can’t stop delivery. Told to accept late delivery and return. Turns out I have to pay to return and so far can’t get a returns number. Still got my money and different excuse every time I request returns detail. Appalling!! In response to your points. You did refuse a refund until the goods were delivered (late). Your delivery was very late and you are making me pay to return it!!

This company has been a nightmare to deal with. We ordered 2 lights. The first items were lost in transit. Very slow communications. Eventually they sent another 'order'. After numerous emails and trying to contact the company for tracking information, they decided to tell us they didn't infact send another order out, as it was out of stock. We have been waiting over 3 weeks for a refund. All communications have stopped and still no funds received back. I will have to pursue charges back through the bank. Avoid this company at all costs!

Ordered two lights paid over 400 pound for them the first one we received communication was excellent from Heather received the 2nd light one glass case was missing what fits over the bulbs, emailed Heather it’s been over a week and no response quick enough to take your money

Absolutely amazing quality 😍 Pictures don’t do justice great customer service heather is amazing helped me through out my order this is not the only light I have ordered and it won’t be the last the price might be a bit higher but definitely quality also not something you see in stores also.

Loved the lights we bought from The Lighting Vault - really beautiful and very happy with them. The reason for the three stars is that returns and refunds seem to be very slow, with emails and queries just not being answered. Communication is the problem, not the products themselves. With that in mind I would hesitate to order from them unless I was 100% sure that I wouldn't be returning the lights.

We returned our purchase as the style really didn't suit what we needed. 2 months on, communications with the seller has dried up completely. We are stuck as our delivery company show it delivered at the sellers shop, and therefore we cannot claim for loss through them, and PayPal will not touch the case as it was returned under distance selling regulations, not through loss or damage. Over £100 down... shameful

I ordered two wall lights for our bedroom, which were delivered very quickly and for me without complaint. A brilliant service, however they didn't suit as we thought they would so we arranged a return. The returns policy is very particular, but I queried a few things to seek clarity. When seeking authorisation I was advised that their warehouse/shop was closed for a week or so, so sent my parcel after this window with agreement and sent with royal mail.

The return was delivered 28th June and to date comms have gone silent and no sign of a refund. Tracking shows it was delivered, and the map pin pointing delivery location is adjacent to their shop.

Personally if you're unsure about the product you are purchasing and think you may return, I wouldn't. Other reviews echo similar experiences. I've written off the 75 quid I spent directly and am pursuing through other routes.

Easy ordering system, swift delivery and excellent product. I liked the thank you slip included with my parcel and that feels good to support a small family run business. Very happy with the service and will use again.

DO NOT ORDER!

Received the lights I ordered and returned them as they were too big.
These were returned and received by the company on 15th May (proof of delivery) well within the timeline for refund which was the 21st May.
Still waiting for refund. Messages ignored. Say that they have processed it but they haven’t. Read other reviews.
Do not order unless you can guarantee you will not need to return for any reason.

I was cautious before ordering, as I have had a bad experience in the past ordering a light fixture online (from a different company) - however, pre and post ordering, The Lighting Vault were reassuring, professional and really great to deal with. Our fixture arrived very promptly, and was extremely well packaged, but due to having to change the location of the light wiring in the house (we needed to wait for an electrician to do this), we couldn't install right away. A few weeks later, the fixture was installed and it was everything we hoped for - perfect for the space, and the fact it works with a dimer is fantastic - really just what we wanted. However, after installation and we switched it on, we noticed a small hairline crack in one of the glass shades (something you could only really see after it was illuminated). I reached out to TLV and straight away received a reply, and they sent a replacement shade (and spare!) overnight. Absolutely fantastic customer service, we couldn't be happier, the fixture is wonderful quality and I highly recommend The Lighting Vault!