Review Time
The products themselves are excellent, high quality, well priced, and with a strong overall selection. Where the experience fell short for me was in the customer service interface. The tracking link in my account led to a 404 page, which made it unclear where my shipment was and how the items were distributed across the different boxes.
When I reached out via chat, the AI assistant did not fully understand my question, and the responses from live support felt somewhat transactional and impersonal. Some messages appeared rushed or automated, and overall the interaction gave the impression that the team may have been handling a high volume of inquiries.
That said, the issue was ultimately clarified and resolved, and I am happy with the products themselves.
Terrible experience. Purchased an expensive light (e.g. approx USD$700). Approx 2 months later, no lamp had been received and no communication from LampTwist. I asked for an update and they said they dont have a date from their supplier and their supplier is not responding. After 2 weeks of back and forth, with no indication of a likely date of delivery, I requested a refund. They would not provide a refund - only a discount on the purchase of another product or continue to wait indefinitely (with a small discount). Not unreasonably these options were not suitable to me - as I needed a light and I wanted that specific light. They had sold a light they did not have. They still refused to provide a refund. Ultimately, I then needed to dispute the transaction via my credit card issuing bank (for 'goods not received'). Thankfully, that process worked and I have been refunded by my Bank in full, and Lamp Twist has been required to refund the money anyway, via the banking system.
I ordered three items totaling over £700 since mid-November, and as of mid-January, I still haven't received all of them. The delivery was sent to the wrong address, and despite my early attempts to contact the support team to correct this, they continue to use the incorrect address! This is absolutely unacceptable management! I have to go to the courier myself to update the address, and the items are still not arriving on time. Their responses have been unhelpful and ineffective in resolving the issues. Now, I'm still missing one parcel. I wouldn't give any stars for this purchase experience.
I have made two purchases from this seller and I am extremely satisfied with every aspect of the service. I got a fantastic price and experienced quick shipping to Australia. The items were very well packaged and arrived in perfect condition. I would definitely recommend them and would not hesitate to shop with them again.
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