All reviews of Robert Hill
Review about: Lights
3 Djori wall lights
Steer clear – of the most consistently incompetent company I have ever come across in my 70 years on this planet. Why did I give them one star? Because I couldn’t give them MINUS 71 – the number of emails to and from them to complete the transaction. Or MINUS 71 – the number of days from my initial order to the confirmation of the refund. Or MINUS 40+ - the number of phone calls to lights.co.uk sorting out the order, wrong items, damaged items and refund - and the calls to DPD to sort out them being given the wrong address. Or just MINUS 2 – the number of time they lied directly to me.
Hopeless!!!
I ordered three external lights on 9th July 21. When DPD turned up a couple of days later – he only had one small box. Had I bought three lights for a dolls house? No. When I opened the outer box, there was only one light – and it was the WRONG one – so first call to lights.co.uk. Did get an email saying not to bother sending the wrong one back.
They did send out three of the correct lights – but they put an extra space in the postcode. It didn’t arrive on the due date, or the next few days and the tracking info showed the parcel was bouncing between the Hull hub and the Chelmsford depot more than once – so called and emailed lights.co.uk, but got no help – so called DPD. They confirmed my postcode and said it should have gone to the Springfield depot as they now do my area. One of the managers drove the parcel to Springfield and it arrived a day later
The outer box was damaged. There were three lights, and the correct ones, but one of the boxes was damaged and it rattled with loose parts inside.
So called lights.co.uk again who agreed to send out a replacement. Despite highlighting the address issue causing problems at DPD – they again addressed it with the extra space in the postcode which had the same effect at DPD. Called lights .co.uk to ask them to sort it out. They told me they aren’t allowed to call DPD, so it was down to me to chase them again. SO I called DPD – who asked why I was calling them rather than the retailer. I told then what I had been told that they aren’t allowed to call DPD – and they said “They are lying – they are our customer and should be sorting this out for you”
Again it took a manager driving the parcel to the Springfield depot – which took a couple of days this time – but the light eventually reached us intact. Lights.co.uk had sent out a return form for the damaged light, but later sent an email saying not to bother sending it back.
After all this trouble we decided we’d had enough and asked to return all three lights for a refund. Labels and custom forms were emailed to us and we bundled them up into a parcel, popped on the labels ad took it to the Post Office. The return form and the customs forms clearly showed there were three lights in the parcel
After a few days – more than the 3 to 5 working days they quote for receiving you refund, nothing had hit the account, so called and emailed several times to be repeatedly told there had been an internal issue and it would be passed to complaints and would be processed. This was 30th July.
Waited and waited … and waited. Still nothing so more calls and emails and hey! A refund reached the account on 1st September. For ONLY ONE of the three lights!
So more calls and emails and more long waits and more passing to complaints and it will be processed. I was told they couldn’t just do a bank transfer as it has to be refunded “some other way”. On 16th September I received an email saying they had refunded my PayPal account. I paid by card, and checking my PayPal account the balance was ZERO. SoI called again – by now getting quite angry and extremely frustrated. They could see it was being processed but couldn’t see it had been paid. So I told them if I didn’t see the refund for the other two in my account the next morning I would initiate a Section 75 claim with the credit card who would then be on their back as well as me.
Lo and behold the next morning (17th September) my account was showing the balance of the refund full processed and deposited on 15th September – which was followed by an apologetic email about the delay in replying to my 14th September email, with a screen dump of their system showing it had been refunded by bank transfer (rather than “some other way”) on the 15th!!!! The payment they couldn’t see the day before – a day after the payment!!
Finally!!
But would we have accepted them anyway? The picture online looks good quality items, but reality was very different. Cheap materials, poor quality manufacture, just a huge disappointment. I then looked for some reviews. So wish I’d done that before I ordered them. Yes a good number of 5 star reviews, but way too many one star reviews all quoting issues with delivery, refunds and quality – with the advice to avoid like the plague.
Wish I had!