Absolutely brilliant customer service from Neil at Poole Lighting! He responded almost immediately to my initial email, knew exactly what I needed to fix the problem and the required parts were dispa... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Prior to ordering had a query on sizes of a glass lamp shade. Email sent and response was both timely (almost by return!) and helpful. Ordering process / website was very easy to navigate. Postage... See more
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I'd been looking at these particular light fittings for a while, but at over £100 each and needing two, they were way too expensive. Then I found them on the Poole Lighting Factory Shop for £45 each... See more
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This light is exactly what I needed. Although they retail through B&Q, you can order direct from the manufacturer and it's cheaper! Presumably because the retailer doesn't need to add on their bit o... See more
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Company details
Written by the company
Poole Lighting is the UK’s leading supplier of domestic lighting. Designed with passion in the UK and ethically sourced throughout the world, you will find our products in the UK’s best high street and internet retailers. Typically, our product is retailed by our customers using their own brands but we also have over 75 years of experience with our own specialist lighting brands of Endon, Interiors 1900 and Saxby. 28 years ago we opened The Factory Shop in the middle of beautiful Poole in Dorset. We are proud to bring you fantastic end of line products that are no longer available on the high street at incredibly low prices. We are open 6 days a week Sunday to Friday and you can also visit us online WWW.POOLELIGHTINGFACTORYSHOP.COM where you can buy direct with confidence and as well as your statutory rights all of our product is guaranteed by us from 12 months plus. Ricky Nash Customer Manager
Changed your mind? No problem.
Written by the company
- Our goodwill refund policy does not affect your statutory rights under the Consumer Rights Act or other applicable legislation.
- Our 'Goodwill' refund or exchange policy means you can return an item with a valid order summary document within 28 days of receipt. Our goodwill policy applies where there is no statutory right to a refund or exchange under the Regulations or otherwise. For a refund or exchange under our goodwill policy, items must be unused, returned in the original packaging and in a re-saleable condition. Delivery charges will not be refunded.
Free Delivery
UK for orders over £100
Free delivery on orders over £100 to mainland UK (Excluding Highland Scotland, Northern Ireland and Isle of Wight)
Not spending £100? Delivery costs £6.50 - next working day. Max Weight 50Kilos
Contact info
9 Cabot Lane , BH177BY, Poole, United Kingdom
- 01202690945
- Online@poolelighting.com
- www.poolelightingfactoryshop.com
4.9
Excellent
587 reviews
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Replied to 100% of negative reviews
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Reply from Poole Lighting Factory Shop
Many thanks for your review
Excellent Wall Lights, fast delivery
Saxby Severus Landscape LED Wall/bulkhead lights are excellent, and delivery was very quick. Product description would be improved by adding side-on & rear views and full dimensions (L x W x thickness).
24 November 2025
Reply from Poole Lighting Factory Shop
Thank you so much for your review — we're really pleased to hear you’re happy with the Saxby Severus wall lights and that delivery was nice and quick.
Thank you also for the helpful feedback regarding the product information. We’ve now updated the listing on our website to include more detailed dimensions and additional images to make things clearer. Unfortunately, we don’t currently have a side-view image available, but we’ve added everything we have to help future customers.
If there’s anything else we can help with, please let us know — we really appreciate you taking the time to share your experience.
Reply from Poole Lighting Factory Shop
Thank you for your review
Poor Customer service- No invoice sent
Brilliant at sending the products which arrived the next day. Did not receive an invoice. Unable to speak to the company on the phone. Can’t access the website and saved password does not work. Can’t prove purchase for my Company to reimburse me or for VAT. Very frustrating!.
23 October 2025
Reply from Poole Lighting Factory Shop
Hi Rory,
I'm really sorry to read your review and to hear you've had difficulty getting your invoice and reaching us — that’s certainly not the experience we want for any of our customers.
I’ve checked your order, and I can see that the invoice and shipment confirmation were sent automatically on the day of your order and again the day after. Sometimes these emails can unfortunately land in Junk or Spam, so please could you check there.
We’ve also checked all of our contact points:
Our customer service inbox (linked directly to the website’s Contact Us form)
WhatsApp
Our mobile number
Voicemails
We unfortunately can’t find any messages from you, so it would be really helpful if you could let me know:
• Which phone number you called, and
• Whether you were able to leave a voicemail
We’re currently in peak season, so calls can take a little longer to answer, but we always return voicemails, WhatsApps and emails within 24–48 hours, so I’d really like to understand what went wrong here so we can fix it.
In the meantime, I’ve emailed your invoice again from a separate email address so you have everything you need for your company reimbursement and VAT records.
If there’s anything further I can help with, please let me know — I’m more than happy to assist.
Bought a Muni 60cm dia copper and glass…
Bought a Muni 60cm dia copper and glass pendant light many years ago and recently broke one of the smaller clear glass globes. Finally managed to track down a supplier who had spare parts for a smaller diameter light - Poole Lighting, ordering online (not the exact item needed however) was easy and the piece arrived 2 days later, well packed and protected. My reason for the 4 stars and not 5, is that having left 3messages requesting a call back to discuss on their customer services answerphone, I am still waiting, having sorted out the repair in the meantime - otherwise, very helpful chap at their head office who directed me to the factory shop….
19 November 2025
Reply from Poole Lighting Factory Shop
Hi there,
Thank you so much for your kind words about our spare parts service — we’re really pleased to hear the globe arrived safely and helped you complete your repair.
I’m very sorry to hear that your voicemail messages weren’t returned as quickly as they should have been. We’re currently in our peak season, and although we are doing our best to keep up, call-backs are taking longer than normal. This absolutely isn’t the level of service we aim to provide, and we’re reviewing our phone process to prevent delays.
For future reference, our Contact Us form on the website routes directly to another team who can often respond faster during busy periods — but we appreciate this isn’t something you would have known at the time.
Thank you again for your patience and for taking the time to leave a review. We’re glad we could help you get your light repaired, and we hope to assist you again in the future.
Great Service
Great Service, my lamps were delivered the next day, when I found that few of the lamp shades were broken it got replaced immediately after. I look forwards to buy again from them.
17 November 2025
Reply from Poole Lighting Factory Shop
Sorry to hear it arrived broken and glad we sorted this for you straight away. Many thanks
Great seller of competitively priced lights
Easy to order, Fast delivery, items competitively priced and as described. Pleasure to deal with
16 November 2025
Reply from Poole Lighting Factory Shop
Many thanks for your review
Easy to order and arrived well packaged…
Easy to order and arrived well packaged and on time
8 November 2025
Reply from Poole Lighting Factory Shop
thank you for your kind review
Easy to navigate around the website and…
Easy to navigate around the website and view purchases, information on products was very helpful. Checkout process was uncomplicated. Fast delivery. No issues.
15 November 2025
Reply from Poole Lighting Factory Shop
Many thanks for your review
Reply from Poole Lighting Factory Shop
Hi
We’re really sorry to hear about your experience. We completely understand how frustrating this must have felt and sincerely apologise for the inconvenience caused.
Your order was cancelled and refunded straight away, but we’re sorry this wasn’t clearly communicated to you at the time. We know how disappointing it is when things don’t go as expected, and we’re reviewing our processes to ensure this doesn’t happen again.
If there’s anything we can do to help or make this right, please get in touch — we’d be more than happy to assist.
Just what I was looking for quick fast…
Just what I was looking for quick fast delivery
11 November 2025
Reply from Poole Lighting Factory Shop
Thanks for the review
Another excellent purchase
I have bought several lights from this company although this was the first time by mail order. As usual the item was good quality and represents amazing value. Was very well packaged as well. Very happy customer.
10 November 2025
Reply from Poole Lighting Factory Shop
Hi Heather Many thanks for your review
Reply from Poole Lighting Factory Shop
Hi Zara
Many thanks for your review.
Faulty bedside lights.
After purchasing 2 bedside lights we had problems with blowing fuses. Contacted Poole Lighting and explained the problem they put 2lights on test for us and asked for the faulty lights to be returned.
The tested lights were shipped to us with no shipping cost.
The new lights are working well.
Cannot praise the customer service enough. Thank you
10 November 2025
Unprompted review
Reply from Poole Lighting Factory Shop
Hi David. Many thanks for your review. I will feedback to Neil.
Excellent company.
Excellent company.. tried for years to get spare crystals from John Lewis and they've never been helpful. A review on John Lewis website said to try Poole Lighting which I did and an email later they sent me links to the spare parts I needed and they're now happily hanging from the light.
10 November 2025
Reply from Poole Lighting Factory Shop
HI Thank you for your review,
Glass shade replacement
We bought an Edinburgh floor lamp which is really nice in brass colour. As we were putting it together one of the glass lamp shades broke. Luckily enough you can order spares on the website which we did & they arrived very quickly & well packaged. Very pleased with the service.
2 November 2025
Reply from Poole Lighting Factory Shop
Hi John Thank you for your kind review.
Stunning Lights at Brilliant Prices!
A beautiful light, at an excellent price! Quick delivery and well-packaged.
1 November 2025
Reply from Poole Lighting Factory Shop
Thank you for your review
Spares order
I needed some spare droplets for a chandelier. My enquiry was answered promptly and i was directed to the item I need so that I could easily place the order. Delivery was really quick. Very impressed
4 November 2025
Reply from Poole Lighting Factory Shop
Hi Alison thank you for your review
Happy customer …
A imagine search of light led me to Poole lighting. Cheaper then a well known retailer.
Ordered Sunday and arrived Tuesday so im a happy customer.
2 November 2025
Reply from Poole Lighting Factory Shop
Thank you for your review
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