Tealight Gianni (4 holders) ordered Contacted info at Clanbay as they did not arrive within the original timescale although the website did state @ 7 days delay possible due to deliveries J... See more
Company replied
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See what reviewers are saying
STAY AWAY FROM THIS SHAM COMPANY. SHOCKING CUSTOMER SERVICE AND SHOCKING QUALITY PRODUCTS. AVOID AVOID AVOID!
We ordered the Legacy Winter Melody Coffee table which unfortunately turned up with a very scratched surface which looks awful. In addition the coffee table looks nothing like it does as advertised, i... See more
So disappointed! I paid £149 extra for white glove delivery of a glass table; I got 2 friendly but clueless men in a van. Table was damaged. So far I have been unable to communicate my experience... See more
Company replied
Company details
Written by the company
Retailer of high end furniture and homeware products worldwide
Contact info
United Kingdom
- www.clanbay.com
Excellent Danish design
The Karlsson alarm clock is just perfect. The design is authentic Scandinavian so extremely attractive. Many thanks for the careful packaging.
October 13, 2021
Unprompted review
Reply from Clanbay
Hi Sandra,
Thank you for taking the time to leave us such a fantastic review.
We hope to see you purchase from us in the future!
Regards
Rob
Marketing Dept
Ordered a Modern wall art glass picture
The service of this company is very poor. I ordered a modern wall art glass picture on the 19th of September, the expected delivery date was 30th September till date I have still not received my order or any ETA on when it will be delivered.
I sent an email to the company and was advised that due to the January Brexit changes orders coming from Europe are taking longer than expected. I advised that for transparency this information should be listed on their website so that their customers get the heads up that their will be delays.
I have since sent another email to get an ETA on my ordered but they have not responded.
October 11, 2021
Unprompted review
Reply from Clanbay
Hi Olalekan
I do apologise that your order is late.
You had spoken to some of our colleagues in relation to your order and unfortunately being in Northern Ireland (UK) we are being hit with larger delays than the rest of the UK due to a lot of issues along with the global pandemic situation.
As a small family owned business we try our best to keep our customers happy however some things are completely out of our control when is comes to receiving goods in from suppliers mainly due to Brexit and the shortage of lorry drivers. I do hope that you reconsider your review as something like this can be very damaging to our small business and I believe our customer service team will be able to help you to the best of their abilities!
Thanks
Rob
Marketing Dept
Excellent customer service
I have recently received some exceptional customer service from Jason at Clanbay. My order that I received was the completely wrong item. I emailed the company and within 24 hours received a reply advising they would collect the incorrect item and send out the correct one to be delivered within 48 hours.
So pleased with the fast response and also the collection of the incorrect item which offers no inconvenience to us at all.
Looking forward to receiving my ladder I ordered!
October 5, 2021
Unprompted review
Reply from Clanbay
Hi Sally,
Thank you for taking the time to leave us such a fantastic review.
We hope to see you purchase from us in the future!
Regards
Rob
Marketing Dept
Excellent customer service
A refund for a parcel I had returned was outstanding. I spoke to Callum in Clanbay and he was extremely helpful and dealt with it immediately and the problem was resolved within a couple of hours. I was delighted!
September 30, 2021
Unprompted review
Reply from Clanbay
Hi Manjula,
Thank you for taking the time to leave us such a fantastic review.
We hope to see you purchase from us in the future!
Regards
Rob
Marketing Dept
Tealight Gianni (4 holders) ordered
Tealight Gianni (4 holders) ordered
Contacted info at Clanbay as they did not arrive within the original timescale although the website did state @ 7 days delay possible due to deliveries
Jason emailed back straight away to confirm how long the delay might take and then 'Clanbay Magic' Royal Mail rang the door bell and we had our order !!
Beautifully packaged to protect the goods
Very professional and courteous service and would definitely use Clanbay again - thank you
Kind regards
Debbie and David Parr
September 27, 2021
Unprompted review
Reply from Clanbay
Hi Debbie,
Thank you for taking the time to leave us such a fantastic review.
We hope to see you purchase from us in the future!
Regards
Rob
Marketing Dept
Delivery date query
So far, so good. Prompt response to delivery date query. Need details so I can arrange to be home.
September 27, 2021
Unprompted review
Reply from Clanbay
Hi Samantha,
Thank you for taking the time to leave us such a fantastic review.
We hope to see you purchase from us in the future!
Regards
Rob
Marketing Dept
Excellent product
Excellent product. Excellent service. A go to site for something 'different'!
September 17, 2021
Unprompted review
Reply from Clanbay
Hi Patrick,
Thank you for taking the time to leave us such a fantastic review.
We hope to see you purchase from us in the future!
Regards
Rob
Marketing Dept
My new lights and tea lights just came…
My new lights and tea lights just came in and it looms great! Talking to customer service was easy and they are so nice! Thank you!
September 16, 2021
Unprompted review
Reply from Clanbay
Hi Danni,
Thank you for taking the time to leave us such a fantastic review.
We hope to see you purchase from us in the future!
Regards
Rob
Marketing Dept
HORRIBLE CUSTOMER SERVICE
Terribly rude manager Jason was completely unprofessional and shouting over us (so that we could not get a word out), then hanging up when he had said his part and was no longer interested in listening to us.
We ordered an item in August which was due for delivery in November. We told them on 6/9 lunchtime that we wanted to cancel. Suddenly the item was in stock and the next day they shipped it claiming they need 48 hours to respond and it was too late to cancel the item.
We refused delivery and they want to charge us a 20% restocking fee when they receive the item returned relying on their T&Cs.
Their T&Cs allow cancellation within 14 days of ordered unless the item is in transit. Their last email BEFORE the item was actually IN TRANSIT said that it is packed and ready to go.
They are clearly just trying to force us into accepting an item. Absolutely unacceptable.
Of course after I wrote my review, although you would think that someone responding to the review would actually try and help the customer, Rob (instead of being a responsible and honest costumer service rep) then proceeded to defend his colleague and twist the company's T&Cs to suit their needs.
You would think that this is an isolated case, apparently many others on this site share a similar experience.
AVOID like COVID19!!!
September 9, 2021
Unprompted review
Reply from Clanbay
**UPDATE**
Hi Jack,
I am not part of the customer service team so therefore I am unable to help you in this matter directly. You have also amended your review about the phone being hung up and the manner in which it was done meaning that there must be some inconsistencies there.
I would like to receive some information on where I have "twisted" our terms and conditions as per your statement.
It also appears that you have removed the part of your review in which you stated we had tried to reschedule the delivery of your item which we clearly proved that it is impossible for us to do so like many points in the review the statements are completely false.
Using a term "Avoid like COVID19" in your review which has caused such hurt and issues around the world for the last 2 years is extremely insensitive and I really do not believe that statements like that are necessary and again can be very hurtful to a lot of people.
If you would like to email myself directly at marketing@clanbay.com to show where I have twisted the terms and conditions to suit the company needs I would be more than happy to look into this matter for yourself
Thanks
Rob
MARKETING DEPT
**
Hi Jack
I would like to first of all apologise about any issues you have faced with your order.
I would like to however refute some of the things you have stated in the review:
1 - "Jason was completely unprofessional and shouting at us, then hanging up." which was not the case as I was in the office at the time of the 2 phone calls, on the first phone call Jason had advised about the item coming back to us since you had refused delivery which was all explained in an email sent, at which stage your wife proceeded to shout down the phone at Jason calling him a liar etc at which stage Jason advised that if there was going to be any further shouting or abuse thrown towards our company on the phone the call will be terminated, the shouting did not stop so Jason terminated the call due to the abusive language he received. Jason advised that your order status was awaiting dispatch on Monday ready to be shipped, which happened on Tuesday and then Jason provided our T&C's stating that once an item is in transit it cannot be cancelled at which stage Jason was again called a liar.
2 - Rescheduling does not happen until an item is received by us, you had said that we contacted DPD to reschedule the delivery so that the sale is live which again is false. If any rescheduling was going to take place it would be done once the item has returned to us since the delivery was REFUSED and not missed, since the item is not back with us yet this cannot be done therefore the statement above is untrue and false.
3 - The 20% restocking fee is standard as per our terms and conditions which you agreed to at the time of purchase, this is to cover any postage fees, repacking fees in case an item gets damaged in transit and additional labour that may be required to get the item ready.
4 - At no stage were we trying to force you into keeping an item and I am not sure where this comes from as we already explained you will be issued your refund once the item has been received back to us.
Unfortunately reviews like this can be very damaging especially when they are completely untrue in nature and just pure malicious. I apologise you faced issued with your order but the way our staff were treated on the phone by yourself and your wife is unacceptable.
Thanks
Rob
I ordered and received Eichholtz…
I ordered and received Eichholtz kitchen chairs from Clanbay.com They are beautiful. I would highly recommend this company. They were helpful and by far the best value around.
August 21, 2021
Unprompted review
I ordered a bar stool 10th July still…
I ordered a bar stool 10th July still waiting on it I know it was in stock as called the supplier spoke to Callum and Connor and both very negative people decided they were cancelling my order without me confirming this in writing as requested even though the item is supposed to be with DHL do not touch now they are saying that only Callum can help and he cannot be found
August 11, 2021
Poor communication, poor service, no goods.
Order table and chairs, delivery date stated 7 July (est). Followed up on 20 July. They confirmed the order was cancelled as stock was not available.
Would have been good to know this
1. Before I ordered it (last time I checked inventory systems existed)
2. While I waited
3. Anytime after the due date
Instead I needed to email to follow up on my delayed order only to be told (with apologies) it was cancelled.
Common sense or indeed a small amount of professionalism would be great. Call me old fashioned, I am ok with that.
July 20, 2021
Unprompted review
Reply from Clanbay
Hi Justin
I do apologise about the issues you were facing with your order.
I can see that the order was flagged as having an issue due to a stock error on the 28th of June and our system is supposed to email customers when a status is changed on the order and if that did not happen I do apologise for this.
Once further updates were received from the supplier the order was cancelled on the 5th of July as you mentioned, however again there should have been a confirmation email sent that the order was cancelled due to not being fulfilled. It appears there is an internal error which we will be looking at asap.
I do apologise we were unable to fulfil your order and do hope that you are able to source this item. As a small family business during this time it is quite difficult to ensure everything will go completely smooth especially when it comes to receiving certain stock in as a lot of our suppliers are based in the EU meaning Brexit and other issues either delay deliveries or cause issues in the manufacturing process.
Again I do apologise about this issue
Thanks
Rob
Marketing Dept
EXACTLY the same experience as Georgina…
EXACTLY the same experience as Georgina below.
Avoid. My thoughts are they know full well orders aren’t going out. They take and bank your money for months and it forms part of their cash flow
Appalling. Seriously people. Avoid.
July 13, 2021
DO NOT ORDER FROM THIS COMPANY
DO NOT ORDER FROM THIS COMPANY.
They also have a sister company called ideas4lighting, I suggest you also DO NOT order from them.
The WORST customer service I have ever received. They have loads of great lines they feed you when you call to find out where your order is but ultimately they cannot deliver.
I honestly believe they are taking peoples money, not fulfilling the orders and then if no one gets in touch, keeping the money. It's a massive scam and they should not be allowed to operate. After an experience with both Clanbay & Ideas4Lighting (I didn't realise at the time they were the same company) I have reported them to Trading Standards.
July 12, 2021
Unprompted review
Another order they took payment for but couldn’t fulfil?
Ordered a Baya tealight holder and was happy to wait for the extended delivery time as I appreciate things are difficult at the moment.
Sent a polite message once due date had passed asking for an update and received a message from Jason telling me that they had just received my order, and they were cancelling my order because it was ‘completely smashed’.
Since the tealight holder ordered was not insubstantial, and completely made of iron (no glass or ceramic parts at all) I find this a little difficult to believe.
Taking payment for orders they cannot fulfil seems to be a common complaint on Trustpilot, and I would suggest that this is what has happened here. A little honesty goes a long way
June 23, 2021
Unprompted review
Reply from Clanbay
Hello
Apologies about you having issues with your order.
I spoke to the QA team and Jason in relation to your order and here is what I was able to find out.
The refund was issued as the item came as part of a larger shipment from our suppliers where quite a few items got damaged during shipping. I believe the wrong words were used when Jason had mentioned being "completely smashed" and some information was lost in communication, the item did arrive damaged and with it being metal (iron) depending on the exact type of iron used it can be quite fragile not necessarily completely smashed but damaged in a way that it is no longer in a repairable state.
If you have any further queries please drop me an email directly to marketing@clanbay.com
Thanks
Rob
Marketing Dept
Do you feel lucky?
I ordered a glass table. THEN I read the Trustpilot reviews.
I can't lie: I was nervous. This was not helped by the very poor communication with regards to delivery date and time - 2 days of my life gone forever.
The table was delivered... eventually. I can't help but feel that it was due to luck and God's will rather than Clanbay's systems and processes.
Make of my review what you will, but I think I've used up my quota of good luck on this one.
To be fair: it is made of glass, it was not chipped, it did not need to be returned. But what if...?
June 22, 2021
Reply from Clanbay
Hi Sandrine
I do apologise about slower communication but on our website it does state that we try our best to get back to any tickets raised within 48 hours.
I seen that Jason replied to yourself on the same day advising on delivery dates. I believe it is a bit unfair in this review that the item arrived in perfect condition without any issues and only reflects things that very few other customers have had. Times are harder at the moment with the situation in the UK but we do try our best to keep our customers happy.
Can you please email myself at marketing@clanbay.com to see how we could have been providing a better service?
Thanks
Rob
Marketing Dept
AVOID - terrible company!
AVOID!! Ordered a mirror which arrived with a crack in glass and the casing bent. Sent photos and they agreed to return even though damage was 'minimal'. Paid £12 to return to Northern Ireland (no free returns, even for damaged goods unless you take a replacement). Upon arrival they said glass was smashed and they wouldn't refund. Glass was clearly weakened already by the crack it arrived with so unsurprising really as it wasn't stable already. Customer service is useless. Impossible to speak to anyone, they email you 1-2 days later. Shoddy outfit. If I could give zero stars I would. Following their offer to look into this on Trust Pilot, I emailed them as requested but no reply. No surprise!
June 18, 2021
Reply from Clanbay
Hi Set
Apologies to see you are having issues with your order.
Can you please email me at marketing@ideas4lighting.com to see if there is any way I can help you resolve this issue?
Thanks
Rob
Marketing Dept
shocking company - caution is advised
A £500 wrought iron table which I have covered every day with a waterproof covering should not rust three months after purchase! clanbay advise nothing that they can do, shocking company - caution is advised when dealing with them.
Update 26/06/2021 following Clanbay's reply: I repeat again, all the table and the chairs are rusting after only three months, I can only imagine that the coating to the wrought iron table was applied very thinly to cause this, I was aware that I would have to re-coat the table but I was not expecting to do so after three months - and I have been using a waterproof cover! Also, I posted a one star review direct onto your website in relation to this table a number of weeks ago, to this date my review has still not been posted - do you only post the positive reviews? Unscrupulous is the word that springs in my mind.....
June 12, 2021
Unprompted review
Reply from Clanbay
Hi Damien
The item you purchased is clearly labelled as being made from "Wrought Iron" and even though it is made for outdoor use this item requires to be treated every so often to ensure that it does not rust. It is the same way with items like "Cast Iron Pans" which require an oil coating every so often to prevent rust.
Wrought Iron will start rusting from exposure to moisture or even air, that is standard, the item does not need to get wet to get moisture on it which will in turn cause rusting.
Thanks
Rob
Marketing Dept
Returned a broken clock expecting a…
Returned a broken clock expecting a refund. The clock was damaged on delivery, sent back but the refund was refused despite numerous attempts to contact them.
The courier did cause further damage on return of the item, we used the exact packaging as it was sent in but Clanbay refuses to refund the £200 as it reached them in an unsaleable condition...it was already in a unsaleable condition when we received it and took photographs to prove it Now they have the clock and our money. I never write bad reviews but this company needs avoiding. Really disappointed
June 7, 2021
Unprompted review
Reply from Clanbay
Hi Ian
Apologies you are having issues.
I have went over the correspondences you had with my colleagues and as per terms and conditions the item has to be returned to us in the condition it was received. I am aware there were some small cosmetic marks on the item for which we offered a partial refund as a good will gesture which you refused.
On the subject of the malfunction it was stated that higher end batteries were needed to ensure the clock functions correctly which again was not done and the item was returned.
When the item came back to us in was completely smashed to pieces and barely recognisable compared to how it was previously and as explained by my colleagues this would need to be taken up by the courier company you used, we are unable to do this for you as we are not the sender (for the return) hence have no ability to raise claims or anything on your behalf.
Thanks
Rob
Marketing Dept
Great quality candle holders and the…
Great quality candle holders and the colours were true to the pictures on the site.
May 25, 2021
Unprompted review
Reply from Clanbay
Hello!
Thank you very much for taking the time to leave us such a great review! It means the world to us!
Thanks
Rob
Marketing Dept
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