I made an order for 4 lights, which were very expensive - for some reason they charge for a 'worry free purchase' which means you will get a refund should items arrive damaged. This should be the standard anyway, but given how much I paid for them, I figured paying extra was worth it.My items were shipped in different packages so 2 arrived fine and undamaged. The remaining 2 are completely broken, glass shattered etc.I've tried using their chat bot on their website. It tells you they're connecting you with someone, but no one ever connects.I've sent three emails since to chase up my refund/replacement and have had no response which is completely unacceptable.I will continue to chase until this is resolved but to save you peace of mind, I would avoid this company until they start to do right by their customers.UPDATE:I've sent three emails asking about my replacement/refund and no response. I write a review on here and they replied within a day.I find it odd that you say 'We’ve carefully checked our system but have not been able to locate any of your previous emails regarding this issue.' When in fact, I did get a reply the first time I raised this problem. The reply was received on 20th July. So I find it bizarre that you have 'carefully checked' your system and found absolutely no email regarding my issue when I have a paper trail.Furthermore, there is no way for me to send/attach a screenshot on here, so how exactly am I meant to provide this (again)? I've sent you screenshots via email on several occasions. I wait to hear from you.UPDATE:They replied confirming they will be sending a replacement however two items have been damaged, not one. They have not confirmed that they will be sending and replacing two lights. Of course as usual, I've emailed them to ask and no response yet so chased yet again.They also did not provide any tracking number so I cannot see if or when this will be delivered and track the status. This is ridiculous. If you are going to replace, please ensure they are well wrapped so nothing arrives broken and give me a tracking number.I will chase this up again if no response.UPDATE:I've now had a response that the two replacement lights will be sent. I've literally no idea when to expect this (I asked for a tracking number to make sure I can be home) but I've not got anything yet which is disappointing. I've also asked them to make super sure the items are well packaged so that the same thing doesn't happen again and find them damaged. Will wait and see and update my review once again.UPDATEThey've continued assuring me the replacement items are now shipped and on the way. I was told by yesterday there would be a tracking number(s) they would provide so I can make sure to be home. Still no communication. This is so poor customer service. I'm tired of chasing for something that I have paid a hefty amount of money for. I will be following up if nothing happens or they arrive damaged once again.FINAL UPDATE:Both replacement lights were delivered. One was undamaged, the other, two of the glasses were broken. Thankfully, there were some spares in the box so I was able to replace them myself. It's such a shame this whole process was stressful and arduous because they look beautiful when fixed but there were so many issues it eclipsed the whole experience. I will however, despite all that, say thank you to whomever gave me communication in the end. I am appreciative.
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