Clanbay Reviews 165

Ordered a nest of tables for my Mum, this company decided to cancel and refund my order with no explanation. There's my Mum worrying she'd missed the courier while this lot just cancel orders.
Don't use..probably a Chinese scam company.

My order was a table which arrived before the date given and was extremely well packaged. The table was perfect! Easy to assemble and just as described . It is now being used as a Collective Worship table in the school where I work.

Beautiful lighting well packaged easy to put up

Excellent service from Clanbay. Fast delivery, well packaged product in top condition.

I ordered a lampshade after I had contacted customer service to ensure it was suitable for a pendant . it was delivered to me only suitable for a table lamp.
Initially I could get no acknowledgement of this error being their fault by Clanbay. After several emails there was an apology and agreement to pay for the return.
The return label was sent for Royal mail, I went to the post office with he very unwieldy box, waited in the Q to find it was not a paid for label. I therefore paid myself and notified customer service that I had done so. I did not pay for insurance because of the hefty cost. The lampshade was damaged by the courier and Clanbay will not refund now saying it is my responsibility.

There have been 17 emails on this issue. I feel this is their policy and it has worked. I give up.... losing 90 something euros in the transaction.

I am an experienced online shopper, living in a remote area. This is my first bad experience.

Absolutely bad customer service, i paid over £300 for a glass coffee table that came faulty. A cut which was visible and spoilt the look, which i was told was a welding mark and not faulty.Glass does not sit properly on the table because table itself is not level again was told not faulty even though everytime you put something on the table it tilts. Pictures and videos were sent but they still called it not a fault. Back and forth for 1 month with the same guy who refused to say it was faulty and accept them to pay return charges. Customer service guy did not once appologise or anything and kept saying technical department said its not a fault. DO NOT ORDER FROM THIS PLACE. IF IT'S FAULTY THEY WILL NOT PAY FOR RETURN.

I placed an order for an item... Unfortunately, when reading the description for the second time, I realised that it was the wrong colour.. I contacted Clanbay the following morning to cancel my order. Jason was very helpful and arranged for a refund, which I received on the same day. Wow... fantastic service..

One of the most easiest company’s to deal with, they are so lovely and kind :) the lights I ordered arrived all the way to Australia in fantastic condition !! Amazing packaging !! Everything came in excellent condition :)

Neededed to cancel my order due to long delivery lead time, my query was answered immediately and money refunded promptly.

I purchased an item on 04/08/22, money was immediately taken for goods. On the same day I received a confusing email stating my order was confirmed but with a paragraph inserted saying the item was out of stock. Due to a technical error I’d been sold something out of stock. I contacted Clanbay on 14/08/22 requesting help as I had still not received my refund. I was responded to saying it would be processed that day 15/08/22. It is now 31/08/22 I have still not received my refund of £75.59. This is completely unacceptable.
Having left this review & submitted another query about my order & refund this is now resolved. I have adjusted my review as requested. However please note I can’t recommend your business based on the experience I have had. It may have been technical errors & staff shortages but I could have been kept up to date on this - I was not.

Excellent customer service. I have asked to cancel my order and it was doen right away.

We've given up and are going to pay money to get the over-priced / low-quality cabinets from Clanbay fixed.

The customer service is non-existent, you can't contact them by phone, their website for customer queries doesn't work, they delivered late, delivered to somewhere near our house so we had to retrieve the items, delivered the goods in a damaged state. And seemingly none of this is the fault of Clanbay and not something they're willing to fix! A dozen emails, sending evidence of the damage, is seemingly not enough for them.

You couldn't make up how terrible this company is - please, please do your self a favour and shop somewhere else, as tempted as you might be.

You can also go to companieshouse.gov.uk and have a look. A little outfit that appears to have diversified from electrical work into selling furniture to consumers - something of a different line of business and one they're a long way from mastering.

EDIT - 30th Sept
Clanbay very related put the below messages up, clearly trying to get me to assist them further and in the hope that I could be persuaded to take down the negative review.

I emailed them on 26th Sept, received an automated reply saying they'd be back in touch within 2 days. And 4 days later - nothing. So rather than trying to fix the problem, they're merely trying to fudge the review system. I'm fully expecting a "because of Covid" response any day now...

EDIT 3/10/22
Clanbay have now removed all of the messages, asking me to get in touch - replacing them with the one below which says 'it's too late to help'. Well, there you have it. About as dishonest as it's possible to get. When you ask for a customer to come back to you, they then do so, but you don't want to deal with it, so you remove your original comments... Well done Clanbay - you truly appear to be about the worst of the worst, providing terrible customer service and then deleting your own comments from TrustPilot.

This company is the worst do not buy from them. We ordered a table and it was delivered when we were in holiday without any notice. We were told that an email had been sent which we never recieved and either accept it or pay £75 for redelivery or £150 to cancel the order. After trying to explain to the worst customer service agent I have ever encountered (apparently the manager) and come to a resolution they are saying we will be charged £50 a day for storage if we don’t rearrange delivery within 48hours so we are having to have it delivered while still on holiday and left outside our house.

Ordered a coffee and console table and delivery was fast. Coffee table was faulty and I repeatedly asked for a replacement including a video and picture of the faults. I also discovered a small crack on table top. I could return at my expense or accept a repair (which I had to carry out) by using white spirit or find someone who could do that. They would reimburse me when I sent them a receipt. I couldn’t quite believe what I was reading. A faulty piece of furniture should be collected and replaced but easier said than done. After endless emails asking for replacement and with no resolution I finally gave up. I am making do with furniture costing £850 from a make do company with no concern for consumers.

UPDATE - after review Clanbay wanted more information and I replied. Guess what….nothing from them.

Avoid this company at all costs!!! THEY ARE BREACHING THE LAW AND ARE VERY DANGEROUS TO DEAL WITH! They notified me they sent the collections bailiff because I have asked a refund from the bank for a faulty item they refused to arrange a return, even though I have notified them within the same day when it was delivered and provided details and pictures that clearly show it was damaged in transit.
I am an interior designer and I have ordered a sideboard from them. I sent them an email twice asking whether it is kerbside or 2 men delivery to the flat, and mentioned that if it is kerbside, we will need to be advised about the ETA as it is a big item and I need to arrange for 2 members of our team to pick it up and deliver to the client's flat located at the 27th floor. They sent me an email when it was out for delivery, it was saying it will be delivered in 2-3 days. I was called by the driver after 5 days and he said he is already at the address and that he can't leave the vehicle, someone needs to come and pick-up the item. I had to beg the building concierge to accept the sideboard because the delivery customer service said there will be an additional £75 charge if we reschedule. The concierge signed the delivery note, my clients picked it up after 2 hours when they got back home and advised me that both the packaging and the sideboard is damaged. One leg was tilted and was in the air, the frame had multiple scratches and the shelves wouldn't sit properly on the frame. I forwarded the pictures and advised the customer service about this straight away and they have refused to take any responsibility, claiming their delivery partner confirmed the package was strapped to the pallet and without any damages at the time of the delivery. Their only proof is the signed delivery note by the concierge. I have sent multiple pictures and emails to the customer service, tried to explain that the product wasn't properly packaged - it had no protection inside the cardboard box and it is clear the damages incurred during the shipping, but they have implied the client's floor is not straight and this is why one leg is in the air and that my clients have damaged the sideboard when they brought it upstairs.
After spending a lot of time and energy in liaising with the customer service, I have finally decided to request a refund from the bank.
I have been contacted by Clanbay customer service yesterday to be advised their collections bailiff will shortly be visiting the property to recover the money or goods... This is beyond poor customer service, it is ILLEGAL what they are doing!!!

EDIT 1:
I have paid the amount back to their “debt collector” and confirmed in written twice that this amount has been paid so they can look into my claim that I have submitted. A certain Rob that seems to read the emails between the line kept saying that if I wish to pay the amount on behalf of my client I can do so, otherwise they will take action in court - this after I have CONFIRMED TWICE it is already paid. Obviously absolutely nobody got back to me regarding my claim.
Whoever had a similar experience, this terrible company should be reported to Citizens Advice! The clients that had the money refunded and the order cancelled without any notice, you are incredibly lucky!!

EDIT 2:
The company’s reply to my review is another proof on how unprofessional and disrespectful they are towards their customers. I haven’t received an ETA considering they only do kerbside delivery and charge £75 pounds to reschedule. I have advised them about the damages 2 hours after the delivery! All they did was implying the product was not damaged, then acknowledging the damage and blaming my client for it. Any respectable retailer would have taken responsibility for a product that was delivered damaged. I have never refused to engage and there were 0 attempts to resolve it directly. The only option I was given in the end was to return the item to their warehouse in Ireland at my own cost, which would be at least a couple hundred pounds given the size of the product, and then judging by all the replies I got so far from them, I wouldn’t receive any refund at all because they will keep claiming it was damaged by my client. I sent tens of emails, chased for replies and provided all the possible evidence. I claimed the amount back from my bank only after I saw that I haven’t got a reply to my claim I submitted as per their suggestion on ideas4lighting.com - another shady company of theirs, and had to order another sideboard to finish the project.

Ordered a set of drawers in May, delivery set for mid-June. Toward the end of June they had not arrived, and when I checked my PayPal account I noticed a refund had been provided at the end of May with no explanation or contact from them at all. The website still listed the item as being available. On contacting them, they advised the item was out of stock with their supplier and that the website had been updated. I have since been back on the website and the item is not only still available, but is now listed at a drastically lower price than I originally paid (originally listed at nearly $600 now $145.) Thank god for the unrequested refund because based on other people’s reviews the quality was going to be terrible if it arrived at all and I would have had a hard time getting money back at that point. I notice all responses from the company to any negative reviews are extremely defensive and blameful of the customer.

I would of given them a minus if it was possible, I ordered a ceiling light on 20th February, they said expected delivery by 17th of march.....never arrived so I contacted them to be told it was expected the following week so I waited 2 weeks, still no sign of it so emailed them again to be told the same story! So after waiting another couple of weeks I decided to go via PayPal to get my money back as this appalling company say that if you decide to cancel the order that they will charge you a restocking fee which is pretty funny considering they don't have stock of it! I will NEVER use this company again, their customer service is shocking and just keep your money for 3 months without fulfilling the order, also clanbay please do NOT ask me to reconsider this review like you have done to other people as I will not change it as people need to know to avoid your company.

My beautiful wall clock was delivered swiftly and it was packaged really well. The customer service is great because hehe respond professionally and so quickly. I received regular updates on the delivery.

The wall clock is stunning and it’s really light, so it will hang easily on my walls.

One star is even given this company too much credit!!

We ordered a mirror back in December 2021 from Clanbay, which arrived broken at our door. On the same day we opened a return ticket with Clanbay via their website to return the broken mirror as we did not wish to keep same. Clanbay made us pay to return the mirror at our own expense via a courier, which we did. We took photos of the mirror packed up prior to dropping it off to the courier and also emailed Clanbay details of the tracking number.

The mirror arrived with Clanbay within a few days and we emailed them to see how long the refund would take to process. Clanbay confirmed receipt of email relating to the tracking number and we expected to hear from them shortly thereafter.

We heard absolutely nothing for over a month and so we contacted them again to ask for an update on the refund and why it wasn't processed. Clanbay then claimed that the mirror was destroyed, that our correspondance via email was 'purged' (their own words) and that we had no grounds for a refund.

After multiple further emails and a very ridiculous complaint process which was handled by the same person who refused us the refund, we received a further email from a manager again claiming that everything was purged, and the mirror destroyed.

They appear to have a policy of not refunding anybody for any item purchased from them and therefore I would avoid Clanbay altogether and buy from a reputable company instead.

Would put zero stars. Shop with great caution!
Awful, awful experience receiving a ladder that is infested with non-native wood boring beetles that can cause immense destruction to homes and woodland. Absolutely disgusted with customer services’ response. After weeks of emails back of forth and more evidence being requested they sent me another ladder! Ridiculous when I wanted a refund and the ladder to be disposed of. Disgusting company.