Pooky lights- dreadful customer service

6 replies

Mattieispregnant · 04/08/2026 16:34

I ordered a number of lights from Pooky for a new home. Some needed returned. Being in Northern Ireland I was advised I would have to pay £15 and DPD would collect. I agreed. I booked a day off work but collection never happened. I spoke with pooky why apologies and rescheduled and had to book another day off work. Again the same thing, no one turned up. Attempt number 3 and I couldn’t take anymore time off work so had to pay my nephew to sit in my house for collection and again no one collected items. Now I’m in a situation where they are saying I will have to use another courier and pay for returns. I have advised that I’m already out of pocket for paying someone to be there for collection and losing 2 days leave. Customer service refuse to look at alternatives and answer is simply computer says no. Absolutely disgraceful customer service and they have lost someone who regularly shopped there. I am totally frustrated and not sure what to do

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CalmTheFuckDownMargaret · 04/08/2026 16:41

Outrageous. Have you paid them £30? Or is this collection fee deducted from the refund? I’d book a Parcel Force etc collection from a place that suits you at your own cost. I bet it’s under £15 too. Tell them in writing you’ll be doing this. Did you buy the lights on a credit or debit card?

Original poster

Mattieispregnant · 04/08/2026 16:59

Bought on a credit card. It’s been really stressful and it’s about £500 worth and money I can’t be waiting and waiting on being refunded. I’m now being told I should never have been offered a collection and that was due to new staff, but 3 different people organised all of these collections !

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Original poster

Mattieispregnant · 04/08/2026 16:59

And no the money will be deducted from the refund

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FIoorboard · 04/08/2026 17:00

Can't you get them delivered to a pick up point?

Original poster

Mattieispregnant · 04/08/2026 17:12

It’s a collection that is the issue.

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mondaytosunday · 04/08/2026 17:42

Isn’t there a DHD collection point? I’ve had no joy waiting for couriers to collect items so always take them to drop off points. Last one was a mini fridge no joke moving it but wasn’t risk to waiting for a no show!
I thought their policy for NI clients was that you needed to arrange the courier. If they have overridden that then they are responsible for the collection as they arranged it. You should contact them and say you will not double pay and they need to provide a prepaid return label so you can drop the items at a collection point. You can site Consumer Rights Act 2015 and Consumer Council for Northern Ireland. tThey contracted the courier. They are responsible.

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