To the Director:
I am writing to express my gratitude in relation to your staff member Steve who has gone above and beyond what I would expect with Customer Service.
I had a light fitting of sentimental value which I did not wish to dispose of as my wife who sadly passed away of Covid last year had purchased.
The transformer had failed because I stupidly used the wrong G4 bulbs without checking the wattage.
Upon Steve advising which product I required I happily purchased. Upon fitment my light fitting would only half illuminate.
I contacted Steve again and he advised what the issue could be and upon inspection of the light fitting he was spot on with his diagnosis.
Out of the blue the next day I not only received the replacement component in various sizes to suit but also the correct G4 lightbulbs at no cost. I replaced the defective wiring component (after buying a soldering iron and a crimping tool) and hey presto the light fitting works and is saved from Landfill.
I was going to post a review on one review site but was astonished at the amount of spam and nasty reviews purporting to be from customers. Some have been posted 4 times by the same person/s.
Instead I have read the hundreds of reviews on your website and it is safe to say your staff know their lighting components. I certainly like the way your company posts reviews from customers and your response helping in what I deem as upset customers who cannot get their light fittings to work or have used incorrect bulbs, such as myself.
It was a joy to deal with your company and I most certainly will use you again in the future. Please feel free to use this review on your website.
RESPONSE
Dear Mr Evans,
Thank you for your kind words. I am pleased Steve was able to assist you.
We are aware of a particular review site and some of the so called ‘reviews’ left including the four reviews left by the same person. We have searched for these customers however cannot locate their sale on our system which leads us to believe they could be malicious or have another motive for reviewing ie. competitor.
Unfortunately we have no control over fake reviews.
I will gladly add your review to our website as I feel it needs to be known that review sites can be abused and should not be trusted.
As you have noticed we place customer reviews showing our ability to help customers who are angry or upset that their light fitting does not work and demonstrate how we respond to a positive outcome. Review sites do not show this.
Thank you for writing to me and I hope your light fitting continues to shine for many more years to come.
Rachel
