Review Time
Avoid this seller at all costs. We purchased a lamp for 400 euros a few months ago, and it took an excessively long time to arrive. After about a month, I inquired about its status, and they mentioned a public holiday... for an entire month? On the same day, I received tracking information. The lamp arrived damaged, which was expected since it seemed to come directly from overseas and appeared very low quality. I requested a return, but they refused, stating that their supplier needed a chance to resolve the issue and replace the item. I found this odd but agreed to wait for a replacement. However, I received a replacement part instead of a new lamp, which was problematic since it included wiring and a cord, requiring me to assemble it myself—utterly ridiculous. I emailed them to explain that I still wanted to return the item, and their response was, "Why would you want to return when you have a replacement part?" It seemed like they hadn't even read my previous messages. Finally, I got the return address, but they expect you to cover the return shipping costs, even for damaged items. To top it off, the shipping service lost the package, and the seller refused to issue a refund, claiming they repaired the item by sending a part that merely clips on (which is far from the truth). I've never encountered a company like this before, and it’s clear they won’t be around for long. In short, stay away.
Stay far far away. We purchase a lamp for 400euro a few months ago, it took along time to arrive, i asked after a month or so when it will be here and they said sorry there was a public holiday...(for a month?) and then the same day i got tracking information..Lamp arrived broken, which makes sense as it obviously came direct from China, and honestly just seemed very cheap and asked to return it, they declined to accept a return and that they must let their supplier have a chance to correct the issue and replace the item, i said weird but okay.. so i just return it when i recieve the replacement? anyway i recieved a replacement PART not a replacement lamp, which normally would be okay apart from the replacement part had cord and wiring, i was expected to take the blind apart and put it all together myself, complete madness. I emailed them explaining i have the replacement part and would still like to return, they then emailed back "why would you want to return when you have a replacement part"... clearly didn't bother to read the email thread..im not sure if Lieke is a bot. Anyway finally got the return address, they make you pay for your own return and take responsbility for it, even if the item is damaged and not sufficently replaced or repaired. Anyway PostNL lost the package, Loft31 refuse to refund because they claim they repaired the blind by providing us a part which we just clip on (not remotely true, not nice to try and gaslight your customers) - never dealt like a company like this before, it is clear they won't be around long. Anyway, stay away.
Hi,Like many of us here, I am also a victim of this store. All they do is lie. Actually it is not even a store, probably it is just a someone doing dropshipping, trying to rip off people and unlawfully withholding their money. I’ll explain what they did to me but first I would like to guide people who suffer from this store. You should be the one of them considering you are reading here. Please do the followings:1.Reach out your payment service provider:Reach out your bank, IDEAL or the service you used for payment such as klarna. And then report your victimization and explain what they have done to you. I did it via IDEAL. If you too, go to ideal website and fill in the contactformulier. Make sure you mention “Chargeback” in your complaint text. Add /contactformulier to the IDEAL website URL2.Reporting to ACM ConsuWijzer:Go to consuwijzer nl website and report about this store. Make sure you confirm your report by clicking the link in your email. If they receive many complaints regarding the same store, they have a right to intervene. Add /doe-uw-melding-bij-acm-consuwijzer to consuwijzer nl website URL3.Reporting to police:Go to politie nl web site and file a police report. The aid system led me to file a report so it does the same for your case in my opinion. Add /slachtoffer-van-internetoplichting-doe-aangifte to politie nl web site URL. Politie is really responsive on this. They already responded my complain and now I am in communication with politie. You can mention the name of “Sam” who is supposedly the shop owner.4.Informing Shopify and Stripe Technology Europe Ltd:The store uses Shopify infrastructure. You should let Shopify and Stripe know that LOFT31 unlawfully does the business.Link for Shopify:shopify [dot] com + /legal/tools/report-an-issue/report-a-merchantLink for Stripe Technology Europe Ltd:Stripe [dot] com + /en-nl/complaints5.Make sure you report LOFT31 to Fraude Help Desk by fraudehelpdesk [dot] nl6.Read the following pages. You might want to do something by yourself:Rechtspraak [dot] nl + /English/Dutch-legal-proceedings/consumer-purchasesConsumentenbond [dot] nl + juridisch-adviesThe actions given above are too critical. We need to increase the number of complaints regarding LOFT31. Also I am collecting the complaints of the victims so we can take collective legal action. It is more impactful to move together than individually. This kind of business should NOT be in EU market. So please fill the following form. forms [dot] gle + /PY1ATBrt1VQuynCr8I’ll keep my complaint short. They explicitly lie to me. They don't accept the return by asserting the followings:1.Products with discounts are not eligible for return:It is funny that this is not even written on the return policy section on their website. Even if so, it is illegal to force this.2.Cancellations are only possible within one business day:Another lie. I sent the cancellation email literally 20 mins after the purchase. You will see that in the email thread. If what they meant is not cancellation but return, it is also illegal since the 14 day cooling off period applies to online purchases as per the EU consumer law. Their policy cannot be above it.I encourage you to read all email traffic I have with LOFT31 so you can all see how they play.drive [dot] google [dot] com + /file/d/1aAppm_sGkZfuaTAOwhqXpQ8WFr9yBWZPRegards,
DO NOT WASTE YOUR TIME! Sharing my saga below if it can help deter you from purchasing from this company. I ordered lights from Loft31 in early October, with an original delivery time of maximum 6 business days. After a week of not receiving any shipping update, I reached out to customer service. They were quick to respond, but not of any help. For a month, they indicated that the lights would be “shipped soon”, though would not share any timeline or tracking information. When the lights eventually did arrive a month after originally planned, they seemed to be delivered from a drop shipping company as the quality was no where near what it seemed from the website, including chipped paint, scratched metal, and overall cheap feel (which did not seem right for almost 200 euro/light). From there, we tried to initiate a return, and after a few weeks of back and forth, we were given return instructions and shipped back the lights (keeping in mind return shipping costs are not covered by Loft31). Two weeks later, the packages had been delivered back to us, as the return address that I was given was an “old return address”, and the packages were never collected. I am now trying to re-return the lights but am told that as per policy, they are only able to send replacements for damaged lights, and we can discuss a return after the new lights have arrived (contradicting to the previous return process that I had already gone through). Now, 1. I have already purchased and reinstalled new lights in the two months that this conversation has been ongoing, and 2. They are sending me lights that I have clearly stated multiple times that I am going to return again anyways, and 3. I am now left with paying triple the return costs if I want to get a refund for these damaged lamps - 4 packages in total (2 damaged x 2 new, in addition to the 2 damaged that I have already tried to ship back once).
This place feels like a scam, don’t order! It’s not a Dutch webshop. Products look good/decent on photos, and their prices make you think it’s ok. In reality it’s all mass produced, cheap and terribly designed crap. Have been trying to return our faulty lamp for weeks now. It arrived crooked (manufactured fault) and different material as advertised. Customer service ignores your requests… hopeless.
Loft31 – untrustworthy business, avoid at all costs!At the beginning of November, I ordered two lamps from Loft31 — two separate orders (in total for over 700 Euro!!!). The website looked good, with high-quality photos and professional presentation, so after buying the first lamp, I quickly decided to order a second one.Only after placing the second order did I check Trustpilot — far too late! I immediately sent a request to cancel the second order, well within the stated 24-hour cancellation window. No response at all.After investigating further, I discovered that Loft31 uses the address, KvK number, and VAT number of another Dutch company that has nothing to do with selling lamps — a major red flag.I contacted Loft31 again, asking to cancel both orders and refund the payment, and informed them that using another company’s registration details is illegal. A few days later, I received a strange and unprofessional email refusing the refund, claiming it was “too late,” even though I had clearly requested cancellation within 24 hours and provided screenshots as proof. After that, no further replies.It appears that Loft31 is a drop-shipping operation from China, using a well-designed website and other Dutch company details to look more trustful and to sell low-quality items at premium prices.I strongly advise everyone to avoid this company!If you are already affected, I encourage you to take the following formal steps as I did:Report to Stripe Technology Europe Ltd (payment processor)Report to Shopify (store platform)File a complaint with Fraudehelpdesk.nlNotify SIDN about the misuse of Dutch business identityMy cases is still under investigation and I don't know what will be the outcome, but I hope that if enough people report Loft31, such companies will finally be removed from the market and stop deceiving EU customers.
I would not even give 1 star to this company. The lamp that I paid 265 euros arrived today from China after 18 days (Layeno Houten Lamp). As expected it is damaged crashed in a very bad condition. Furthermore in the pictureson website it looks like a very stylish wooden lamp but in fact it is a very poor quality metal ugly lamp. Even the name of the lamp is Layeno Houten!!I will return it immediately if they reply my email because on the website there is no instructions for return. I wish I can get my money back !I just received the return form finally after days. Now I have to pay for the postal fee for the broken lamp!!! They wrote in the email that instead of returning I can ask for a replacement in this case I don’t have to return the broken lamp!! This is such a scam!!
Ordered two different kinds of ceiling lights. I was very disappointed in the quality considering the price paid. Both styles were plastic and felt cheap. I won't order from this company again for that reason. However, I returned everything and got my refund without any problems. Lieke from customer service gave great service - she always replied to my emails and was always polite and friendly. 3 stars for product quality but 5 stars for customer service.
I bought a lamp from Loft31 for €60, but when it arrived, I was disappointed with the low quality. Out of curiosity, I did a Google Image search and found the exact same lamp on AliExpress for €20, including delivery.Loft31 explained that their higher price is due to quality checks on both the product and the manufacturer — but since the AliExpress version is identical, I assume those checks would apply to that product as well.My advice: do a quick Google Image search before purchasing from Loft31, as you might find the same item for much less elsewhere. I will return my item and order a lamp with better quality from elsewhere.I’m giving them 3 stars because they respond quickly and communicate thoroughly & friendly and it can be very well the case that the low quality was specific to the lamp I purchased.
I ordered a lamp and it took 3 weeks to arrive. I was so excited only to find that it was completely smashed. The long waiting time combined with the destroyed product is unacceptable. Waste of my time and money. I would not recommend Loft31 as a provider.
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