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Lighting Illusions
Not in time for xmadd
Ordered 29/11. Lamp was meant to be dispatched in 1 to 3 days according to emails.
Dispatched 16/12 with 6 to 8 business day delivery time meaning it won't make it for xmass.
When I contact the staff they only offered to cancel the order. Express postage should be at their expense when they are that late.
Wont order from again.
Poor service on faulty goods
The electrician discovered that the wall controller was faulty after the fan was installed. In order to save the cost of recalling the electrician I had him replace the faulty part at my cost. Lighting Illusions refunded me a small amount for the part which was obviously far less than the part plus installation.
I have since contacted consumer affairs and the supplier does have a responsibility to rectify the installation, and despite the attempts to duck shove onto the manufacturer, I was assured that, under consumer law, it is the responsibility of the supplier to deal with such issues.
Hi Marg, thank you for taking to time to write about your experience and I am sorry to hear it was not a positive one. While we would love to see every product to be 100% all the time there are times ...
Read moreproducts do fail, which is why all our products come with consumer warranties for peace of mind. Unfortunately, we were not made aware of the fault with your product until after you got your electrician to replace it. We are always here to help our customers in anyway we can. Had you have contacted us prior we would have been able to facilitate a warranty job and it would not have cost you anything, or we could have sent you a replacement part at no charge. We take full responsibility for the products we sell however we need to be given the opportunity to repair, refund or replace the faulty product. As you only called us after you had got your electrician to replace the faulty part we were limited in how we could help, so we did what we saw was the next best thing and gave you a complete refund for the faulty wall controller. Which, when we spoke to you on the phone you seemed to be happy with, we then promptly processed the refund for you. Again, sorry that this has caused you distress and ultimately we are just glad to hear your fan is now working well.
- 5 reviews
- 3 likes
Poor customer service
My review is focused on individuals working at the McGregor store who had no interest in serving myself and a couple other customers including a poor lady that desperately needed to use a toilet. She kept trying to get the attention of one of the staff, who simply just ignored her and walked away.
Sales staff were Literally a couple meters away from those waiting to be served, making no effort to say good day, no “may I help you” or any form of contact.
I along with others, waited around 38 minutes plus at the main cash register reception are...
Read morea which had no staff in attendance before someone finally made eye contact, and I waved him down, only to be engaged in a “what do you want “ manner. My single definition of the male staff mannerisms is best described as arrogance. Products and store presentation is great but will not be returning to this store in a hurry.I am so very sorry to see you received that level of service. At Lighting Illusions we pride ourselves on exceptional customer service and in this case we clearly fell short.
May I ask what date and ...
Read morepossibly the time you visited our store so I can use this an an opportunity to better train our team members.
This was on Saturday 7 Sept
Thanks for providing this swaziau1 and again, we are sorry to hear of your poor service experience. Thank you for taking the time to review, we will be addressing this with the Macgregor team to ensur...
Read moree we are providing customer service to the highest standards across all of our stores.
- 3 reviews
Not customer oriented
Dont purchase anything from this business. Even if you return the item still packed they charge you for the transport on the return & also the transport on the initial sale. Disgrace & poor customer service
Hi Malcolm.
I am disappointed to see your review given the service we provided you. I went back to have a look at your email trail and see that you purchased a product from our website that we paid t...
Customer service goes from the beginning of the process to the end - not half way through a process, and especially when deducting money from my return at the end of the transaction. Amazing how $11.0...
Read more0 can destroy a process - perhaps you should have thought about this before silently deducting the amount.Totally agree with you Malcolm.
Which is why we specifically put this information in BOLD when we sent you the email prior to you returning your product, given you responded to this email perhaps you may have just overlooked this information....
Read more It is a shame as we probably could have avoided this entire mess! We don't try to do anything silently, and in fact I am glad you were able to take advantage of our 30 day returns policy to return a product you decided not to keep. We do our very best to give our customers all the info they need in order to make an informed decision which I feel we did in this case.
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A disappointing experience
Friendly service when you are spending $5k on lights and fans but when one of the three fans we purchased (@ $500 per fan) was faulty and we tried to exchange it, it was a very humiliating and disappointing experience. Will definitely consider using alternative store for our future purchases.
Hi Natalie, thank you for taking the time to provide this feedback. We take customer experience very seriously and would like to get to the bottom of this. Can you email us at [email protected]?
Hi Natalie.
I have taken the time to investigate this further further for you. Firstly let me say that I believe the issue was resolved on the day, which is good news and I am sorry to hear you felt your experience with us was disappointing.
...
- 3 reviews
- 2 likes
- Verified
Bad service and some goods faulty
2 weeks to resend my faulty fittings which should have only taken 2-3 days ...NSW - VIC ....Please I get stuff form the UK and US in under a week.
something fishy going on here
unable to understand a simple price request for multiple ceiling fans, an item they list online, doesnt seem like they want to make a sale, correspondence was very odd particularly when asked about accessories such as light fitting and controller, usually in the construction trade I am able to request a quotation for items with no problem in this case it was all too hard. decided to go elsewhere in the end seemed like a bit of a scam
Questions & Answers
Do you deliver to Sydney?
Hey Michelle, yes we absolutely do!
Hi Michelle, thanks for your question! We deliver Australia wide, with free delivery on all orders over $100*! You can read about our free shipping terms here --> https://bit.ly/3gfBibX
Hi Guys,
I'm interested in the Eglo Truro 2 black with copper pendants x 3 but its really hard to tell what they look like hung up. Is it possible to send a picture of it ? doesn't have to be hung up. Just a few pic of the product (outer, inner, top, cable )
Hey Sam, we're working on getting these images for you now! Unfortunately, we aren't able to attach an image in ieatwords, if you could please send us an email instead we will reply with the image...
Read mores you're after! Our email is: [email protected]
Hi there
Where are you based please?
Now the difficult question:
Would you please advise what brand of LED downlight (10W-25W approximately) is the most reliable - all the reviews of brands I've managed to find give pretty much all brands a very low rating for reliability and actual warranty experience - price to me is not the most important consideration.
Being dim-able is important.
Your advice will be appreciated.
Kind regards
Lawrie Mitchell
Hi Lawrie,
Thanks for writing to us!...
Read more We are based in Brisbane. We were pretty careful in selecting local and international suppliers for our products so all of them will be trustworthy, however, like all things, with downlights "you get what you pay for". All products will have some small percentage of failure rate but any faults typically show themselves within the first couple of years (and are covered under a replacement warranty). Here's a handful of our most popular downlights that have a great value in terms of the design, warranty and quality: https://www.lightingillusions.com.au/shop/led-downlights-1/white-rover-13w-led-cct-dimmable-fixed-round-ip44-illuminati-downlight-dl08-13-wh-7048-29280 https://www.lightingillusions.com.au/shop/led-lighting/white-atom-12w-led-tricolour-dimmable-high-output-fixed-downlight-ip44-at9012-wh-tri-30726 https://www.lightingillusions.com.au/shop/led-downlights-1/white-orion-13w-led-cct-dimmable-fixed-round-ip44-illuminati-downlight-dl06-13-wh-7024-29272 Obviously, the recommendations might need to change based on what you need; get in touch with our service team to discuss your personal requirements: https://www.lightingillusions.com.au/lighting-illusions-contact-us Hope this helps!
Thank you for your quick reply.
I'll go through the URLs shortly.
May I ask - what is a "small percentage" please?...
Hi Lawrie,
Thanks for your response!
From our experience, there is generally less than a 1% failure rate on any given product we stock (this differs across product categories - the Illuminati downlig...
Get an answer from our members and Lighting Illusions representatives
Details
| Category | Online Shops, Physical Shops and Lighting & Fan Shops |
|---|---|
| Offers Free Standard Shipping | Yes |
| Free Standard Shipping Minimum Order Amount | $100.00 |
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Thank you for your review Jack and I'm very sorry to hear of your less than exemplary experience. You're absolutely right, in the chaos of the Christmas period, we dropped the ball on your lamp order....
Read more Normally we'd be happy to express post, however, unfortunately, your order was already in the post at the time you flagged the urgency. We can understand your disappointment especially in the holiday season and we apologise that we weren't able to provide you the stellar service our customers usually receive. Wishing you and your loved ones a safe and happy Christmas.