Amos Lighting + Home Reviews 

Reply from Amos Lighting + Home

Updated 13 hours ago

Thank you for taking the time to leave your feedback. We're genuinely sorry to hear that you were disappointed with your purchase and that your experience has left you feeling this way.

We'd like to clarify a couple of points for anyone reading your review. The product you purchased is described on our website as being manufactured from wood-effect resin, with both the product description and technical specification stating this. It is not described as being made from turned solid wood.

Following your feedback, our customer service team offered to arrange a collection of the lamps at our expense. Unfortunately, by the time this was possible you had already returned overseas. As outlined in our delivery and returns terms, collections can only be arranged from a UK mainland address, so we were unable to organise a collection from outside the UK.

Although we couldn't complete the collection, we still looked for an alternative resolution and offered a goodwill gesture as a compromise. We appreciate this wasn't the outcome you were hoping for, but it was offered in an effort to resolve the matter fairly.

We always aim to provide clear product information alongside helpful, respectful customer service, and we're sorry that we weren't able to reach a resolution that met your expectations.

Kind regards,

The Amos Lighting + Home Team


Updated reply:

Thank you for taking the time to update your review.

We're genuinely sorry that we weren't able to resolve this matter to your satisfaction.

While we appreciate that we have different views regarding the product description, our focus throughout was on finding a practical resolution. After discussing the matter with you, we offered to arrange a free collection and full refund from the original UK delivery address. When we were later informed that the lamps had already been taken overseas, we explained that, as a UK retailer delivering only within mainland UK, we were unfortunately unable to arrange an international collection. We therefore offered an alternative goodwill partial refund should you wish to keep the lamps, or a full refund if they could be returned to a UK mainland address for collection.

Following our final correspondence, we did not hear back from you regarding either of these options. However, our goodwill offer remains open. If you would like to accept the partial refund we offered, please contact our Customer Service team and we will be happy to honour it. Alternatively, if you bring the lamps back to the UK during a future visit, we will still arrange collection from a UK mainland address and process a full refund once they have been returned.

We also reviewed the product listing following your feedback and updated the product title to make the finish even clearer for future customers. This was done to improve clarity, rather than because we believed the product had been incorrectly described elsewhere on the page, where both the product description and technical specification identified the material as wood-effect resin.

We're sorry that we couldn't reach an outcome that met your expectations, but we do believe we acted reasonably and in good faith throughout by exploring a number of solutions in an effort to resolve the matter. Our offer remains open, and we would welcome the opportunity to bring this to a satisfactory conclusion.