Review Time
5 stars for customer service, but a little less overall... the positives were being able to buy the Nkuku lamps I wanted at a very good discount from Silver Mushroom, and when things weren't quite right with one of the lamps the team were fantastic (responsive, reassuring, made me feel they were doing everything they could to sort out the issue)... the downside was a long initial delay in the product coming into stock, despite it showing as available on their website, and then long waits for stock while sorting out a replacement for the lamp that was the wrong colour. The whole process took 4 months from beginning to end. That said, the team perservered to get things right for us, and were friendly and professional throughout... and now everything is sorted, I am loving my new lamps!
Seeing as they removed my last review and still won't refund me my money - I will just keep uploading it.So where do I even start?!First off, I made my order on 15th October (3 lanterns), after not receiving my order for 11 days - I had to reach out to them to chase my order. They then told me that one lantern was out of stock and they were waiting for this to come in stock until sending out my order (this wasn't stated on the website and they didn't contact me to inform me of this). Eventually, I said they could send me the two they had in stock and at a later date when the other was to come in stock they could send it me.2 days later I received my order - one was faulty and I sent an image of this to the customer service team and arranged a return for both lanterns, and cancelled the third which never got delivered. They said they refunded me for the third lantern which they didn't and I had to chase multiple times for them to say they were having issues with klarna. After my 2 lanterns were picked up for return, the courier tried to re-deliver them back to me the next day... what kind of service is this?! So that delayed my refund even further.Again I had to chase and chase them to ask for me refund, they finally came back to me and said one of the lanterns had broken in the packaging so they would only be refunding me for one. They have been saying I have used unsufficient packaging causing the lantern to break, even though I used the original packaging that they provided me with and the safety packaging? I even went out of my way to purchase fragile tape as their tape got ripped when I opened the parcel. The customer service here is absolutely appalling, after several back and forth emails, they have "offered me a voucher of the sum of the lantern (£72) as a good will gesture". Why on earth would I want a voucher?! Why would I ever purchase from them again after my experience?! I want my money back. After complaining ... again ... they suggested I could give the voucher to a friend if I didn't want it?It's an absolute joke of a company, how can you blame a customer for a lantern breaking when they use your packaging?!I have now reported this company to trading standards and if you want an easy, successful purchase never shop here.I was very patient and nice to the ladies on the phone as I know it's a small business, but they are extremely unproffesional and pass blame to eachother or "have to wait to have a meeting with the boss".
Ordered 2 slanted lanterns from here online. They are very unusual and I must say very reasonably priced compared to other retailers. The customer service is also very good kept me informed throughout.Will definitely recommend to family and friends
Ordered a Smeg toaster from the website and was expecting to wait 10 days or so but it arrived in 7 Delivered by DPD and packed really well , the outer box also had a sticker thanking me as the customer .First time I’ve ordered from Silver Mushroom and I have to say it was faultless Thank you
Order no SML225002Think seriously before purchasing from this company. I have received a boxed glass candle top which you can hear is broken inside and an extremely wonky basket. The company are insisting on me opening the box to take a picture! I have disabilities and have no-one to cleat up the glass. I also do not want to risk cutting myself. Silver mushroom are refusing to collect or refund the items! I am reporting this as a health & safety issue. They are being absolutely awfulI will be intouch as you have no rights to insist on pictures. You can have the box back and open it yourself. I'm not prepared to take the risk. Get the parcel collected ASAP or I am contacting Consumer Rights which I have advised you of I'm my emails that you have ignored.The box containing the broken glass is not open! And I'm not opening itFROM CONSUMER RIGHTS No, you can't insist onphoto's, buyer has a rightto return for refund, ofcourse photo's help toprove the extent of thedamage and if worthgetting it back, or justrefunding without theneed for the buyer toreturn, but if they will notcooperate, then onlyoption is to ask for returnand refund once examinedNO, SORRY YOU HAVE NOT EXPLAINED THE RETURNS AT ALL.PLEASE SEND ME A RETURNS LABEL ASAP. I DO NOT HAVE TO PAY TO RETURN FAULTY GOODS. YOU PROBABLY ARE ALREADY AWARE OF THIS ALSO !I HOPE EVERYONE IS READING ALL OF THIS.THINK TWICE BEFORE ORDERING FROM THIS COMPANYSilver Mushroom returns policy belowIf goods received have beendamaged in transit, thecustomer should contact SilverMushroom Ltd within 14 days ofreceipt, either by telephone, inwriting or by using the ContactPage, describing the damage.The purchase price will berefunded to the customer on apro-rata basis. For example, ifone glass in an order of six isbroken, one sixth of thepurchase price will berefunded, Orders on thiswebsite are covered by theUnited Kingdom ConsumerRights Act (2015)The Consumer Rights Act (2015)allow a cooling off period of 14from receipt of goodsed under the legislat
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Family run business selling premium quality kitchen and home wares online.
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