I had a mixed experience with Astral Lighting and Home. The staff were helpful when choosing lights that fit my space and budget, offering a wide selection. However, I faced challenges with a refund p... See more
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Light fitting arrived with broken shades. It took three attempts to get replacements. Astral were completely disinterested telling me the company that made them were " a multi million pound company.... See more
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Visited Astral today l cannot fault the service nothing was too much trouble. They helped with the light fittings l had in mind and advised what was suitable regarding size as well as lighting and my... See more
Company replied
I ordered 5 lights from the Luther range in total with Astral Lighting. Unfortunately a few of the glass shades were chipped but I had no problems getting them replaced. Tony even responded to emails... See more
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Company details
Information provided by various external sources
Astral Lighting Ltd is an independent Lighting Retailer with over 20 years experience in the industry. Specialising in Decorative and Contemporary lighting as well as the most recent lighting technologies, mirrors, pictures, clocks, accessories, ornaments and Furniture.. We have gained vast experience within the lighting Industry collaborating with all the leading manufacturers in the UK and Europe. Astral Lighting have exclusive lighting displayed in our South Wales showroom. We are agents for over 30 of the leading lighting manufacturers in the UK and Europe. We Guarantee the lowest price with our “Lowest Price” Price Promise and pride ourselves on exceptional customer service. If you have seen it cheaper elsewhere? Contact us and we will we will price match it for you! The team at Astral Lighting offer a full range of services and products. Check out our website and use our categories or search facility to find your perfect lighting for your Home and Garden. Step into the Light with Astral Lighting – Light Years Ahead!
Contact info
Unit 4,Sloper Road. Gripoly Mills, CF11 8AA, Cardiff, United Kingdom
- +442920397111
- tony@astrallighting.co.uk
- www.astral-lighting.co.uk
4.0
Great
106 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
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BEWARE - NO REFUNDS OFFERED
On Sunday I ordered some lights from Astral which come to over £500. I then contacted the store Monday morning to ask for a refund as my circumstances had changed and I could do with the money at this moment in time. I spoke to a member of staff and the manager who both told me all they can offer me is a store voucher and not a refund to my bank which obviously doesn't help me in my current situation. I told them I wasn't happy with that and is there some sort of good will gesture they could offer or even meet me in the middle so I could have some back. But no I was told that's there policy and that the store credit is the good will gesture. I wasnt made aware of these term when purchasing the lights and certainly didn't see any signs but apparently there is one on the till. I think to not offer me any other resolution is terrible and I will certainly never be dealing with them again. If they are going to enforce this rule they should make it clear to customers when buying in the store and not rely on a sign which is obviously easy to miss as I did. Clear to say I won't make this mastake again and won't be recommending or buying from Astral again.
REPLY TO YOUR REPLY...
Up until speaking to you regarding gaining a refund I have never come across a seller that hasn't offered a refund so how dare I not ask 🙄. Also i find it VERY hard to believe that you as the manager and owner couldn't offer me any sort of good will gesture to help me out in my time of need the day after I placed the order. It wasn't that you couldn't let's be honest it's that you didn't want to. So no you won't help your customer once you have their money that is. Also please explain y you are not able to simply say to customers to be aware of your returns policy at checkout? Because it's obviously easy to miss as myself and my partner didn't see it? As for the items arriving on time, I'm glad to here it as i was sceptical you would deliver on time after the attitude and sarcasm you had towards myself and my partner, which is y we emailed you about delivering on time! (or time of essence email as you call it haha). Also would just like to mention how high your prices actually are especially for Bulbs. I have since been to another store (EMA Lighting) and WOW what a difference. If I had purchased from them I could have saved myself over £100. Also there customer service is so much better as they actually offer advice and take an interest in your project instead of simply answering questions like you did. O and they offer a full refund to your bank. Anyway be aware everyone you can get lights elsewhere cheaper and you won't have to worry about not being able to have a refund.
November 12, 2019
Unprompted review
Reply from Astral Lighting and Home
Thank you for your feed back regarding your purchase on the 11th November 2019.
I have spoken to the salesman who helped you during the sale.
You approached him regarding various items and asked if a discount could be applied to the potential purchase due to the amount of lighting required.
You were informed that we would be happy to offer a discount.
The Salesman helped you throughout the sale and advised you of the best lighting to suit your needs. He answered all the question you asked, but at no point did you ask about our returns policy.
We can only answer your queries made, however our Returns Policy is in full view on both counter tills in a large A4 frame of which you would need to stand in front of prior to making payment. The Policy is also printed on the Sales Invoice that you were given.
Had you raised the question regarding our Returns policy, this may not have been an issue to you at the time,as you say, in your review above, that your circumstances changed the following morning.
As a reputable retailer we are here to help and ensure that our customers make the right decision for their potential purchases. We will answer any queries made,however any potential issues that may occur for the customer, must be raised by the buyer, so that we can advise accordingly.
All the items ordered arrived into the store by the 15th November, 5 working days after the purchase was made.
The 6 different manufacturers have been very prompt to send your ordered lighting items to us.
This is the prompt service we strive to give to all our customers that have placed orders.
All the items have now been fully checked and an email has been sent to you regarding your collection following your "time of essence " email sent to us regarding the date of arrival of your goods.
it was easy to order my items I had to…
it was easy to order my items I had to pay for postage because of where I live but the man that phoned me explained why he was very pleasent and i am pleased with lights thank you
October 16, 2019
Unprompted review
Reply from Astral Lighting and Home
Thank you for your kind words. Happy to hear the items arrived all in good order. Many Thanks
Excellent customer service and communication
Excellent customer service from Astral - I was kept in touch with delivery times, issues were resolved promptly, very flexible with delivery arrangements. And I'm very pleased with the product.
Would definitely recommend.
August 17, 2019
Unprompted review
Reply from Astral Lighting and Home
Thank you for your kind words. We look forward to your next visit.
Luther Lighting Range
I ordered 5 lights from the Luther range in total with Astral Lighting. Unfortunately a few of the glass shades were chipped but I had no problems getting them replaced. Tony even responded to emails well out of hours on the weekend which was very much appreciated. Lights look beautiful, we are very pleased with our choice. I will definitely use Astral Lighting in the future.
July 14, 2019
Unprompted review
Reply from Astral Lighting and Home
Thank you for your kind words.
Excellent products and excellent service
May 28, 2019
Unprompted review
Reply from Astral Lighting and Home
Thank you for your review. We look forward to seeing you again very sdoon
I tried to order a lamp wHich was SHOWN…
I tried to order a lamp wHich was SHOWN online, but was then told that it was out of stock and wouldn't be available for some months. Why advertise something which is not aAVAILABLE.
April 25, 2019
Unprompted review
Reply from Astral Lighting and Home
We are sorry for any inconvenience caused. As a retailer we cannot be held responsible for items being out of stock with the suppliers. The item is an extremely popular product and is sold in large numbers across the UK.
We informed you that the expected delivery date of the item into the manufacturer was in June, and gave you the option to continue with the order or to have a refund.
We called you immediately when we found out on the same day you ordered the item that it was out of stock and on your instruction refunded the monies paid.
As a returning customer in the store, it is a pity the you fail to mention your previous purchase a month earlier when the items you ordered were delivered to you within a couple of days. Maybe you could do a review of your previous purchases which we feel would warrant a 5 star review.
We always do our best for every customer and look forward to you visiting the store again.
Lights were advertised with bulbs which…
Lights were advertised with bulbs which were not in the package!
March 24, 2019
Unprompted review
Reply from Astral Lighting and Home
Thank you for your review.
The supply of Light bulbs with fittings purchased ceased through legislation in September 2016.
This was due to the halogen bulbs supplied by the manufacturer within the box, not being cost effective with high energy usage for the prospective customer.
I am not aware that we have offered this on our website and have contacted our web team to investigate the matter.
The best light bulbs for this fitting would be LED and not the halogen bulbs that would have been given free by the manufacturer prior to September 2016.
Our website has a section for LED purchases to add to Light Fitting purchased.
Sorry if this has caused you any inconvenience however it is not our intention to mislead any of our valued customers.
Very good service item out of stock so…
Very good service item out of stock so refunded
February 22, 2019
Unprompted review
Reply from Astral Lighting and Home
Thank you for your 5 star review. We are sorry that we were unable to supply the item on this occasion. The manufacturer had discontinued the item but not informed us.
We hope we can help you in the near future.
Out of this world Customer Service
Well to start with I have never actually bought anything from the company have tried twice but both items were no longer manufactured. I know this because Tony one half of the team who owns the company called me and left a message on my mobile informing me of this.He tried calling more than once. I was so blown away by this level of personalised customer service that I returned the call and had a chat with one of the loveliest people I have ever met. Tony was just charming, warm and friendly an incredible ambassador for his business. He was so knowledgeable and passionate about his job. It was totally refreshing.
I have communicated with him on another lamp sadly no longer manufactured a couple of weeks ago. It was rather pricey and he even said that he would look to see if he could do anything about lowering the price (Who does that?) but unfortunately it's no longer manufactured too. They have thousands of lamps just the two I wanted. Tony really is the best advertisement for his business. A superstar of a guy.
January 23, 2019
Unprompted review
Reply from Astral Lighting and Home
Thank you for your kind review. Hope to speak to you again soon. I am sure we will be able to find you that "special" light eventually!!! kind regards, Tony G
Excellent service and quality…
I have bought from Astral on two occasions in the past year and on both orders were of excellent quality and prompt well packaged delivery.
January 14, 2019
Unprompted review
Reply from Astral Lighting and Home
Thank you for your 5 star review. We look forward to seeing you again very soon.
Terrible customer service and after xare
Terrible customer service. Faulty lights and when they have your money they won't help or replace or refund. Stay away as their lighting are cheaper online.
January 2, 2019
Unprompted review
Reply from Astral Lighting and Home
This is now the 2nd review you have left regarding the same issue.
We did not reply previously, as your comments made were untrue. and have never experienced this type of review from any of our customers in the 10 years we have been trading.
We are always happy to improve our customer service based on our customers buying experience however on this occasion the real facts have to be highlighted regarding your purchases.
The light you purchased was not faulty.
The Electrician that you employed failed to follow the manufacturer instructions that were in the box and did not loosen the grub nuts on the fitting, which enable the wires to be lengthened or shortened. The wiring was subsequently broken with excessive force being used by the Electrician.
We discussed this on your visit to the store,and you informed us that the light had been subsequently installed and was fully working.
I am surprised that your qualified Electrician was unable to follow simple instructions.
The cupboard lighting that you purchased from the store was based upon the information you gave the salesperson in the store. The lights were placed on a special order for you,but as you state, you made an error in your purchase.
We offered to accept a return of the lights as per our terms and conditions of our Returns Policy and exchange them for different lighting. This you did not want to do as you had already bought alternative cupboard lights elsewhere.
We cannot be held responsible if a purchase is made incorrectly by the customer. What we do offer is an exchange up to 28 days of purchase, so that any problems that arise with a purchase can be resolved.
This policy adheres to the Sales of Goods Act.
I am very surprised that you have been informed that this is incorrect by Trading Standards as we work very closely with them,and the policy adheres to their guidelines.
The dimmer module that you purchased was the correct one based on your requirements within your home.
The reason you returned to the store was to purchase another module as you had a double dimmer in your home.
The dimmer modules are individually priced,and based on simple arithmetic, if a customer were to buy 2,then this would make them double the price.
Prior to leaving the store the new dimmer module was taken out of its clear packaging and each part was checked prior to you leaving the store.
Your Electrician once again had caused another issue due to the loss of the hex nut and washer.
Once we had been informed,by telephone, that you no longer had the hex nut and washer, we offered to contact the manufacturer and get replacements, free of charge, but we would be unable to get them posted to you.
The light fittings sold to our customers in store are protected by our Lowest Price Promise which guarantees that our prices will not be beaten,based on a valid quotation from our competitors or internet retailers.
We always welcome constructive customer comments and use them to better our Customer buying experience however your comments are unfounded.
I would respectfully suggest that in future you employ an Electrician that is a member of a registered organisation such as NICEIC, ECA or NAPIT which would ensure that the problems that you have encountered do not occur again.
Always helpful with excellent prices.
November 15, 2018
Unprompted review
Reply from Astral Lighting and Home
Thank you for your 5 Star review
NTanti
Fantastic company very honest good quality amazing customer service plenty of choices at a very reasonable price 10/10
November 14, 2018
Unprompted review
Reply from Astral Lighting and Home
Thanks for your 5star review. Hopefully see you again in the store very soon
Outstanding as always
Outstanding as always. Been a customer for years! The two owners are number one. Why would you honestly look anywhere else. Value and product range biggest in Wales easy!
November 14, 2018
Unprompted review
Reply from Astral Lighting and Home
Thank you for your 5star review. We hope to see you again very soon in the store
Helpful staff
November 14, 2018
Unprompted review
Reply from Astral Lighting and Home
Thank you for your 5 star review
great service great price
great service great price, would use again
November 14, 2018
Unprompted review
Reply from Astral Lighting and Home
Thanks for the 5 star review
I have never purchased anything from…
I have never purchased anything from Astral Lighting.
I don't know why you are asking me.
November 14, 2018
Unprompted review
Reply from Astral Lighting and Home
Apologies for the email . However you did make a purchase of a mirror from us in 2012.
As trustpilot is new to us we are inviting all our customers old and new to comment on our service.
Would it be possible to change the review to a truer rating?
many thanks,
Great and friendly service
Have bought a number of lights from Astral and always had a great service, even when one of our lights was broke there was no hesitation in getting a new one. Would highly recommend.
November 14, 2018
Unprompted review
Reply from Astral Lighting and Home
Thanks. Much appreciated
No complaints
No complaints.
Good service.
Found product we wanted.
Would recommend them.
November 14, 2018
Unprompted review
Reply from Astral Lighting and Home
Thank you for your kind words
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