Ilumination Avis 41

Order didn't arrive
Wasn't helpful in emails or by phone and tracking didn't work.
Had to travel 40 miles to collect the order
Customer services were rude and unhelpful
Refunded me after I collected the order then threatened me to pay for it. Its a shambles. Over priced. Poor quality products and terrible customer service.

I read some of the reviews in here and nearly didn't order, however, I cannot rate them highly enough. The lights arrived very quickly considering they came from Germany, and unfortunately there was a shade missing. I did as requested and emailed them regarding this and they immediately sent out the replacement, which arrived four days after. Mistakes happen, but it's how companies deal with it that matters, and Illumination were very efficient. The lights were also beautiful.

Ordered 4 lights, yeah they took a while to arrive, emails were responded promptly, order did get held in customs but I was not required to pay anything

Ordered some outdoor lights over a month ago .
Still not been delivered .
Chased 6 times on email now .
Keep getting the same response that the lights are in the depo but delivery has failed twice . They absolutely have not even tried to deliver to me on the days they say they have .
I’ve tried calling their Uk customer service no on numerous occasions but it just says” they are busy and can’t take calls right now”
Chased again today and asked for a refund as the lights still not here an over a month since I ordered and payed for them .
Same response again that there is nothing they can do as the lights are still in the depo and they can’t refund until the lights are returned to them .
Why is that my problem!
If they want the lights back before they refund me they need to sort that out with their delivery company .
I shouldn’t have to keep chasing !

The lights look amazing, even better than the pictures. They look gorgeous in my kitchen. I bought the bulbs elsewhere as they were too expensive. Am so happy with how they look.

I wouldn't normally review a company or product but wanted to say how pleased I was with the whole experience. Having spent some time hunting for matching lights for the kitchen island and dining and living room, I must admit that was worried about my order, for these 5 fairly expensive lights, as I had placed it without looking at reviews. Once I had read all the negative comments, I wished I hadn't!
However, I can't fault anything about the company or the lights. I was kept fully up to date about delivery and when they arrived, the lights were exactly as seen on the website. The only fly in the ointment was that 1 of the glass shades was shattered.
Again, having read the negative comments left by others I was concerned about what would happen next. I must say, the whole process about getting a replacement could not have been easier! After filling in the contact form, I immediately received a response and was kept up to date with how long the replacement shade would take. It arrived safely, and thankfully in 1 piece, this morning- just 1 week after the original delivery- amazing since it was shipped from Germany! I would definitely buy from them again.

Ordered the lights , when order excepted then realised they were coming from abroad .
Waited for the lights to come and then had to collect them from a parcel force office , not
Local to myself, on collection one of the lights were damaged. Emailed them and they sent replacement glass.
However , when I fitted these which was not straight away as we have had on going building works and a lot going on , we found that the motion sensored lights came on in the day light which looks odd. Why do you need lights that come on during the day ? So, I emailed the customer service who replied to advise to check the sensor on the light , to which I replied that was no sensor to adjust on the light. They then advised me , that the specification that I purchased had no adjustment and that it was just set and because I purchased them in August and I didn’t make the enquiry until January there was nothing they can do to help me further. So I basically have lights I am unable to use unless I want them to come on during the day , which visitors have commented on a couple of occasions why are your lights coming on during the day , and it’s costing you money . Not sure why you would supply lights that came on during the day , baffles me but I purchased 6 of these and they are a complete waste of time and need to look at repurchasing some more that actually work at night when we come home and are sensored as we didn’t want them on all the time .

Very quickly delivery. Amazing lamps, ordered twice time. Thank you. Highly recommend 100%

Great service and lovely lights! The lightshades I ordered arrived quickly, safely and were as beautiful as they looked on the website. When I needed a little help with a request the customer service team were excellent and contacted me back straight away with a personalised member of the team to help resolve any issues I had. Thank you – I will be ordering again.

Ordered three pendant lights for above a kitchen island. One was broken on arrival. They did not look like the picture and were nothing like the quality suggested by the photography. Customer service did engage, but shipping back was at our cost, so I wish I'd known they were based in Germany.
It's one of those companies were the business model is to offer you a partial refund, because they anticipate you will not want the cost and hassle of shipping abroad. So, they market and send poor quality product at high prices. If they end up giving you a partial refund, they still make money - so no problem for them.
The questions you need to ask yourself are (i) do you want to take a bet that the product you order will not be of the standard you are anticipating and (ii) do you really want to give your business to one of those companies that runs a dodgy business model where it's "heads I win, tales you lose"?

Ordered a month ago. Despite it being a co.uk website the shipping is from Germany. Parcel never arrived and on emailing I was told the house number was missing so it went back to Germany. Now apparently my replacement parcel has been with royal mail since 30th Dec. Oddly no ability to properly track which is suspicious.No offer of refund or discount. No date of delivery. Terrible service and misleading website. Avoid!

Great items, came quicker than expected, with tracking all the way through. Had no issues and very pleased

Very nice product, it was carefully packaged and I even got a UK plug as an extra. I am very satisfied.

I ordered two different sets of lights from the same range then read the reviews and started worrying as they were mainly terrible, I usually read the reviews beforehand. I also had not realised the company was based in Germany as it is called Illumination UK which leads you to believe it’s UK based.
I was quickly updated with my order details and details as to when I would receive updates which I did.
The order was split into two separate deliveries and the first I received in 7 days, again I worried as it contained just the glass shades and no electric fittings so I emailed and received a reply within an hour on a Saturday morning reassuring me that a second consignment was on its way and sent me a tracking number.
The second lot arrived today, all the remaining globes and fittings included. We have not fitted them as yet but so far I am delighted with both the customer service and the products.
I hope everyone else receives the same experience as I did.

Love my light I've got nothing bad to say unlike the other reviews light is beautiful excellent quality and took less than a week to get to me even though it came from Germany don't let the negative reviews put you off

The lights we ordered arrived in 8 days. Considering they came from Germany and had to clear Customs, we think that is really good.
The were packaged up well and arrived in perfect condition. This was two light fittings and ten glass shades.
We were informed of every stage of the journey and had no problems whatsoever.
We will definitely use again.

Ordered a floor lamp not cheap either still have not received it iv contacted them using there contact form and no reply

Taken payment for my order then decide to email me saying I haven't paid which I have confirmation of, tried to contact via email same story yet I paid this full bill 5th September 2 weeks later asking me for payment which was already made. Stay away from this website absolute charlatans.

Awful company, the very fact that they are based in Germany with a .co.uk website address should tell you all you need to know.
I ordered a new lamp back at the start of August. I am still waiting for it to be delivered.

Customer service is poor and continually repeats the same messages pray you dont deal with Dennis Laudenberg as he simply awful at his job if he even exists!

They are telling me they are sending replacement items but had the address wrong first time and now I have received a same shipping details that I had for the original package.

I have reported to my bank to report a fraudulent website and get a recovery of the money I sent therm.

Before I ordered 3 sets of lights I had not seen the trust pilot reviews and to be honest I don't tend to read them as you will always get a mixed bag. All I can say is that my experience has been very positive and all lights were delivered within 7 days and are excellent quality. I did not realise the company was based in Germany and that may have changed my mind; however I wouldn't hesitate to order from them again. Thank you