LOVE the lamp! Beautiful and well made. Shipping is a little slow, but customer service was very responsive. Will definitely look at Ping Lighting products next time I need a lamp. 

I ordered some items from SilkSilky and then, as best practice, asked them to delete my account. They keep fobbing me off with long-winded explanations of open orders (I keep telling them there are none but they insist there is an open order; conveniently, this does not mean that they are trying to fulfill the order--they are just happy to leave it open) and then they claim to have deactivated my account, but I can still log in and see my address and other details. It's been over a month (from 14 Nov) and several, several emails of back and forth over getting this account closed with no success. I will be taking this up with the Data Protection Authorities, but avoid if you value your data and privacy!

I’m looking forward to the pillow arriving

So in general up until now, I mostly had positive experiences with the Secretlab support. For example, they quickly sent me a replacement for a defective part on one of their chairs.

But when it comes to returns, the practices of this company are customer-hostile.

First, the support form on the Secretlab website simply DOES NOT WORK! You CAN'T send it, the "Send" button simply does nothing. I have told support about this, and two weeks later it still didn't work.

At the same time, support makes it very difficult to actually return a product. You have to write multiple e-mails, confirming you REALLY want to return an item, then they forward this to "a different team" or something like that, and each time you have to wait a day or more for them to answer. Then you have to fill out a form where you have to AGAIN specify what exactly you want to return, even though you already told them via e-mail.

So while I did have positive experiences with Secretlab support in the past, the fact that their return processes are so cumbersome and they apparently have no interest in fixing basic functions of their own website, I only rate this "1 star".

I bought a tree from you 2 years ago. The tree is fantastic. However this year after it was set up, the lights suddenly just went out. After troubleshooting I came to the conclusion it was a faulty plug. This came after countless calls to your customer service with no answer, and a WhatsApp message which you replied to after 20 hours, and gave me 3 minutes to respond after which you shut the message down, and I have had no communication from you since despite leaving messages and emails. I have since ordered a new plug from Amazon and the tree is lit up again, no thanks to you. Bearing in mind the tree was incredibly expensive I would have expected a customer experience to match. Whilst the tree is still fabulous, would I recommend you to friends? Based on my after care experience, I would have to sadly say no. And from a number of other after care reviews, I’m not the only one. I doubt this review will be published but I just wanted you to know my recent experience so hopefully it won’t happen to anyone else. Edited to add: they have just been in contact and sending a new plug! Which is great, just hope it arrives in time for Christmas! 

I placed and paid my order on 28th October for a 3mx3m Premium umbrella - supposedly 3-5 day delivery but still waiting and it is 16th December. Initially customer service was reasonable with a number of excuses but the promise of the product arriving early December and priority dispatch & delivery. Now I’m not receiving any updates or responses to emails as many others also seem to be experiencing. Appalling to take orders and payments when they don’t have stock, I’d never have ordered had I known it would take this long or read these reviews. Jenny, Melbourne 

I ordered a pickleball net over 2 months ago and after many attempts to contact them I am yet to receive a response. 
Very unreliable company with no customer service. I would not recommend using this company to anyone. 

Christopher was incredibly patient with my limited computer skills and was highly sensitive to our budget and the urgent timeline for our project. Most importantly, he maintained complete transparency with his pricing throughout the entire process.

Sarah was brill and the service she provided was fantastic - Thank you 

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