Dusk Lighting customer reviews - Rating: 4.8 from 1237 customer reviews and experiences for dusklights.co.uk

Dusk Lighting

Dusk Lighting is one of the leading contemporary lighting suppliers in the South West. We sell a full range of modern lights via our website and from our Exeter showroom & warehouse.<br> Whether you're shopping for a single light, looking to source lighting for your kitchen and bathroom, or an entire home development project, we endeavour to offer a competitive, comprehensive and honest service.

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Dusk Lighting

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Partner ID	D873FCB6766FFD0
Status	valid
Total Reviews	6011
Last Updated	2022-01-25T16:18:49+00:00 2022-01-25T16:18:49+00:00

Address

Dusk Lighting

1 Lancaster Court, Exeter Airport

EX5 2DP, Exeter

Website

dusklights.co.uk

Recommend

4.8 / 5

Total reviews: 6011

Calculated from 1237 customer reviews (last 12 months)

Positive 96.19%
Neutral 1.35%
Negative 2.46%

Total reviews: 6011

Calculated from 1237 customer reviews (last 12 months)

96.19%
1.35%
2.46%

Customer reviews - From Customers for Customers

Review Given Date
(newest first)
Review Given Date
(oldest first)
Rating
(highest first)
Rating
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Mixed experience with this supplier.

GOOD : wide range of interesting light fittings, delivery earlier than expected with product packed well, pleasant and covid-safe showroom if you're in the vicinity of Exeter airport.

COULD DO BETTER : product info was somewhat sparse on website - the particular product I purchased turns out to be (IMO) quite fiddly/complex to assemble with confusing instructions, If these were provided as part of the product content (as some sites do) I would have thought twice about buying it.
Communication - I had a problem placing my order such that I was unsure if the transaction had completed (no order number shown). My Internet Security software intervened on the payment to make it safer so this may be why. However I tried to call several times and only received the "please email or call back later" IVR - not even the opportunity to leave a message! The email route was fairly promptly and politely answered and we got there in the end. However under the circumstances where my card had been charged but with no order confirmation I was looking for a more prompt response.

DISAPPOINTING: The box in which the product is shipped contains a red label stating words to the effect of please report any damages within 24 hours of receipt otherwise Dusk Lighting will not be responsible.

I am not sure if this is technically legitimate under distance selling regulations anyway (I am not a lawyer, nor do I work in Trading Standards), however I find this an unreasonable position to take for several reasons:

1. My delivery arrived earlier that expectation set at order time and even earlier than the leadtime suggested on the product page. If I was unable to accept the delivery or it had been left with a neighbour I may not have been able to check for breakages within 24 hours.
2 As stated earlier, the item I purchased seems quite complex to assemble, and in theory I could only verify whether there were any damaged components having fully assembled the product, which I did not have time to do within the 24 hours. Yes I could make a cursory visual check for damage, but 24 HOURS - seriously?!!
3 Had I placed a larger order for more intricate items, again it could have taken me a significant time to check for damage, likewise if I was getting in an electrician to assemble/fit the item I could not have met the 24 hours stipulation because the product arrived on a Saturday.

Due to my comments under "Disappointing" I have awarded only 2 stars (otherwise would have been at least 3) and I am unlikey to place repeat business with this supplier whilst what I consider to be a highly restrictive clause remains part of their terms of business. .

2 / 5

Thank you for leaving your extensive feedback. We of course take all reviews seriously and integrate helpful feedback where possible.

Delivery and Showroom:

We are glad to hear that your delivery experience via DPD was good. I can see that you were given a date of the 1st of February for delivery at the checkout and received the item earlier than expected on the 22nd of January.
We are also very grateful that you have complimented our showroom, of which we are very proud as it is a small representation of the twelve thousand products that we offer on our website.

Website Description, Product assembly :

We take great pride in the product descriptions on our website. I do encourage you to have a look at other lighting websites and you will see that our descriptions and product technical data far exceed our competition. In the case of many large fittings, there will often be a need for assemblage. With regards to the item you have ordered, the floor lamp is one of the best sellers and we have very little feedback regarding it being difficult to assemble. The instructions are produced by the manufacturer and having had the experience of using the same instructions for the same product we do accept that the ease of the instructions is subjective and that some may find it a little tricky.

Communication:

We are sorry that you were unable to get through on the phones on the day that you called, our sales staff are often very busy helping customers in the showroom, online and over the phone. Our voicemail does ask customers to email us at sales@dusklighting.com where we endeavour to reply within an hour (during office open hours).

Order Confirmation emails:

We can see that from our end your order was placed seamlessly and the payment was taken efficiently. I can also see that our system had sent you an order confirmation email to the email address that you provided. The same order confirmation is emailed to our main inbox, which was received successfully. Often our confirmations can be found in the Spam/Junk email box, which may have been the case in your circumstance.

Reporting of Breakages:

We do ask customers to check and report damages within 24 hours, and we include this message in our dispatch email, which is sent the day before the parcel is due to be delivered and via a red sticker on the physical box. When postal breakages are reported we are fair and evaluate every situation independently and apply common sense.

We put this policy in place as we do have customers that report broken items days, weeks and sometimes months later and we can not be held responsible for damage of goods that have been in a customer procession for some time. For example, a £1500 chandelier could be dropped/damaged by an electrician on installation and falsely reported as postal damage. We have no way of ascertaining the cause of damage whilst in the customer's procession.
We firmly believe it is fair to ask customers to check and report postal damage within 24 hours, which the majority of our customers manage to do. We do rectify the situation swiftly and promptly. This is not to be confused for technical faults, which are often covered by at least 1 years warranty depending on the brand.

We are sorry to hear that you feel that you have had a negative experience. The product was dispatched and received within time, emails were responded to promptly. With regards to the product description, we will look at what we can do better.

Thank you once again for your time
Your dusklights.co.uk team

Speedy delivery and excellent customer service with high quality product highly recommend!

5 / 5

Our international shipping was quoted almost immediately, an invoice drawn up and payment made via PayPal all on the same few hours. I was advised there would be a delay, as the products needed to be shipped to the UK first from the Netherlands. No problem - I was told this before I paid. The international shipping was very fast - and my goods arrived 2 weeks from placing the order - from the UK to Australia. That is excellent service.

5 / 5

Very happy with the whole shopping experience,. Good website and responsive customer service team. Would definitely recommend.

5 / 5

Great detail to attention, order shipped immediately, arrived in excellent condition.

5 / 5

It took over 6 weeks for my light to come so would have appreciated a call to let me know it was delayed. The light is gorgeous though and came really well protected.

4 / 5

Thank you so much for your review and sorry for the delay. This product was made to order in Ireland with an advertised lead time of 2-3 weeks. However, as this fell over Christmas this indeed did create further delays due to the factory shutting. We did give you up to date information and tracking, admittedly nearer the end of the process and for that, we do apologise.

We are glad that you are happy with the purchase and thank you once again for choosing Dusk Lighting Your dusklights.co.uk team

Fast and efficient

5 / 5

Very prompt service

5 / 5

Order procedure and customer support was excellent

5 / 5

I was very pleased with all communications made with Dusk Lighting in order to make my decision concerning the purchase of wall lights. When searching locally I found there were very few options offered let alone such a variety as was found on the Dusk Lighting website.
I would like to praise in particular the help given to me by Mr *** for helping me to make a final choice.

5 / 5

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Customer reviews - From Customers for Customers

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