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Pharaoh Lights UK Reviews 17

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TrustScore 2.5 out of 5

2.7

Boutique
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Company details

  1. Boutique
  2. Beauty supply store
  3. Candle shop

Information provided by various external sources

Our handcrafted botanical soy candles are made in London England, using pure essential oils. Join Club Pharaoh and earn points on every purchase. We also craft home fragrance diffusers made in England. At pharaoh lights you will also find other exciting products which are handcrafted in the UK, USA, Australia, New Zealand and Europe. From independent brands making beauty products to British furniture makers you are sure to find something interesting. If you are ever unhappy about a product or service, then we want to hear from you. In 2020 you will be able to purchase refillable candles, making the candle industry sustainable is a tough job. We are committed to Made in Britain, thats why we will will be using wax made right here in the United Kingdom, supporting british farming.

Contact info

2.7

Poor

TrustScore 2.5 out of 5

17 reviews

5-star
4-star
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2-star
1-star

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Rated 1 out of 5 stars

A total scam

This is so people can cross-reference to my Pharaoh-London (Cosmetics) UK review via my new profile.

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A total scam

Now the shop is closed. Does anyone know what legal actions we should take to protect ourselves?

I placed my order in January. I received not only not what I ordered (according to the shop they upgraded what I ordered due to the outbreak), and reduced the quantity from 50 to 10 (they said they are sending 20 more but it's not in writing). My problem is not making changes to my order as I understand the shortage of masks during the outbreak, my problem is them **not being transparent and respectful**.

After I reached an agreement with Mr Gurdeep (supposedly the founder) in writing on email, once I return the products, he will refund me. NO RESPONSE after I sent back the products!

Oh! guess what, a piece of chocolate was included in the package when I received my 10 masks in the mail. That is very friendly, but that's suppose to bribe me to think this is an honest business. Jokes!

Filing the complaint to their office as they informed the customers to do so, which should get my refund, but at this point, I'm not trusting.

21 April 2021
Unprompted review
Rated 1 out of 5 stars

Terrible Service

Horrible, Ordered masks in late January, still have not received original order and it is now march. Was sent alternative masks which had 10 in the package instead of the 50 masks that I ordered. Not the same at all and therefore I asked for a refund as It was not the product that was ordered, this was refused.

16 March 2020
Unprompted review
Pharaoh Lights UK logo

Reply from Pharaoh Lights UK

Dear Arthur

we apologise that we have not been able to meet your expectations on this occasions. You may be aware that COVID-19 has affected global supplies of hand gels and face masks. This has also affected our chain supply meaning that we have been unable to get the mask to you sooner than expected.

We have a new policy in place for all mask orders and complaint's in relation to covid-19 Corona Virus, this policy is in addition to our public statement on our website.

As you ordered a product which has been affected by covid-19, your order has been back ordered and cannot be cancelled. However if you still require a refund we require you to follow the following process. We have implemented a new process for customer orders affected by covid-19 requiring a refund.

You are required to take a screenshot printout of your order and a letter of formal complaint. Your letter must include all elements such as date changes etc on shipping. Please send this via signed for delivery to

Pharaoh Lights UK Ltd
Complaints
Kemp House
152-160 City Road
London EC1V 2NX

Our administration team will take 28 days to process your claim. I do sincerely apologise for this inconvenience during this very difficult time.

Yours sincerely

Mr Gurdeep Singh
Founder

Rated 1 out of 5 stars

I still haven't received my order

I still haven't received my order, its been over one month

1 March 2020
Unprompted review
Pharaoh Lights UK logo

Reply from Pharaoh Lights UK

Dear Ms Sarkar

we apologise in the delay getting your order to you, due to the Coronavirus COVID-19 virus there has been significant impact on global logistics and its taking a little longer than usual getting parcels delivered.

You order is coming directly from our manufacturer supplier based in China , we anticipate you may need to wait up to 20 days. In the meantime we will post a free ffp2 mask at no cost. You should receive this in the next 2 days.

thank you for shopping with us.

Kind Regards

Mr Singh
Founder

Rated 1 out of 5 stars

Hasn’t arrived yet

28 February 2020
Unprompted review
Pharaoh Lights UK logo

Reply from Pharaoh Lights UK

Dear Stephen

Thank you for taking time to review our new online store. Due to the Cornavirus outbreak in the far East and Europe, we have been expecting delays in shipping both from our UK suppliers and suppliers in China.

Please email us at care@pharaohlights.com with your details where we can further investigate your order.

Kind regards

Gurdeep Singh
Founder

Rated 1 out of 5 stars

Avoid. Bad experience.

Bad experience. Never again.
Placed an order as it seemed legit a uk company. A couple days later got a message saying shipment got delayed would need longer but not saying when. 2 weeks later contact via Messenger got told wait another 12 days. Then not replying to Messenger. So you do not even know when your order will be shipped or arrived, not a single piece of tracking information. The worst part is you did not know that and you could NOT cancel your order after 3 hours of placing it. Avoid.

Edit: The founder replied my review much much quicker than replying my order query on Messenger :/ If you guys have time to deal with bad review why don't you deal with your customer problem in the first place? My last question was left TWO days ago and yet any reply.

26 February 2020
Unprompted review
Pharaoh Lights UK logo

Reply from Pharaoh Lights UK

Dear Leo

Thank you for taking time to post a review about us.

I agree we may have not been up to speed with responding and replying back to you, I apologise for this.

Firstly I would like to make you aware our online store explicitly informs customers about the statues of global mask shortages, We are hoping to receive mask shipments from our manufacturing suppliers and expect this in around 12 days or sooner.

We are registered with companies house, we have been open for business over 12 months, I can assure you we will be delivering your order soon.

Once again I sincerely apologise that we did not meet your expectations on this occasion and look forward to serving you again soon and hope you have a pleasant experience shopping online with us.

Kind regards

Gurdeep Singh
Founder

Rated 1 out of 5 stars

I ordered a scarf

I ordered a scarf. I never received it. I had lots of emails telling first of all when I would get it and then telling me when I wouldn't get it. Now I'm not sure I will even get it and by the time I do winter will be gone.

Then I am sent this survey! Well, how can they expect anything more than a 1 star. Upon placing an order I expect receipt of the goods within a reasonable time.....not a whole load of excuses. For a £10 purchase this company have been a headache.

However, the owners did call me and seemed very nice people. But however nice they are I still see it that I made a simple purchase, have had promises which have fallen through, and have not received my goods. If that's what you get for spending £10 then I don't want it!

23 February 2020
Unprompted review
Pharaoh Lights UK logo

Reply from Pharaoh Lights UK

Dear Mr Russel

Apologies for the inconvenience in delay getting your order to you.

Some of our products come directly from manufacturers in mainland China. Due to the COVID-19 virus all exports globally have been affected, causing a knock on effect locally. The effects include ports being closed or locked down. Factories in quarantine in some certain local areas I mainland China.

Some of our products are made right here in the United Kingdom, we have no shipping concerns about our Uk made products.

I have tracked your order and it is due to arrive in around 10 days.

Most companies don’t offer free delivery, we at Pharaohlights.com plan to keep shipping free on most of our stocked products.

I hope I have been able to resolve some of your questions. Please get in touch by 5th feb if your order has not arrived.

Kind regards

Gurdeep Singh
Founder

Rated 1 out of 5 stars

Please don’t waste your money

I tried to council my order on time but they replied several days later saying I couldn’t and it would then take another 30 days to arrive, but did not state this before hand. Very bad website to order from.

21 February 2020
Unprompted review
Pharaoh Lights UK logo

Reply from Pharaoh Lights UK

Dear Dionnee

we understand your frustration concerning your mask order, due to the global emergency and shortages we are taking the coronavirus seriously and implementing systems into our business to help suppliers control stock levels globally.

Please refer to our store terms and conditions on Masks. We currently have a small amount of orders which are on back order, these are masks only. We received an update from our supplier today concerning our next consignment of masks. Consignment of masks are being despatched by manufacturers in small batches to evenly distribute stock globally.

Factories opened up this week in China, this means it will take some weeks before exports go back to normal and staff return back to their usual jobs. Some factories are unable to open due to certain local restrictions in China mainland. We will keep you updated through our website.

We sent out emails to all our customers this afternoon, you should have received this update.

I hope you understand the global situation, if we can be of any assistance please do not hesitate to email us at care@pharaohlights.com.

Please also read our statement on the Coronavirus:

https://www.pharaohlights.com/pages/coronavirus-statement

Kind Regards

Gurdeep Singh
Founder

Rated 5 out of 5 stars

Good value

Was very pleased with chocolates that I could not purchase locally. No postage added on top & good price . Husband loved them. It was a late surprise valentine present.

19 February 2020
Unprompted review
Pharaoh Lights UK logo

Reply from Pharaoh Lights UK

Dear Diane

thank you for shopping at pharaohlights.com and for reviewing our store, were just as excited as you are about staying happy. We hope to see you again soon.

Founder

Gurdeep Singh

Rated 2 out of 5 stars

I still don’t have the item so can’t…

I still don’t have the item so can’t really comment further

17 February 2020
Unprompted review
Pharaoh Lights UK logo

Reply from Pharaoh Lights UK

Dear Emma

thank you for taking the time to review our new online store today , we would also like to thank you for shopping with us.

I would like to to personally apologise in the delay for your order, due to the outbreak in China some of our products are shipped from that region. The Chinese government has blocked exports and trade, we noted that this blockade is due to end this week.

We expect you should receive your order in 15 days. If you do not receive your order in 15 days please contact is and we will look into this and offer you a voucher for £12 for the delay as a gesture of goodwill.

We hope you continue to shop with us online and find something new and different at paharoahlights.com

Remember to collect your points by joining club pharaoh using the bag link on the bottom of the homepage.

Kind Regards

Gurdeep Singh
Founder

Rated 5 out of 5 stars

Really helpful

Really helpful, couldn't ask for better service.

15 February 2020
Unprompted review
Pharaoh Lights UK logo

Reply from Pharaoh Lights UK

Dear Jennifer

thanks for taking the time for reviewing our store. Were always happy that your happy with how we serve you.

Come bak and open your account using the bag link so you can collect points on every purchase. Our rewards points is great and delivery is usually free.

Kind Regards

Gurdeep
Founder

Rated 5 out of 5 stars

Ease of ordering.x

13 February 2020
Unprompted review
Pharaoh Lights UK logo

Reply from Pharaoh Lights UK

Dear Leanne

thank you for reviewing our store, we really appreciate customers who have received a good service from our new online store. Thank you for shopping at pharaohlights.com

Join club pharaoh and receive points on your purchase | do this by clicking on the bag at the bottom of the page for linking your account to rewards.

We look forward to serving you again soon.

Gurdeep Singh
Founder

Rated 5 out of 5 stars

Good customer service

3 February 2020
Unprompted review
Pharaoh Lights UK logo

Reply from Pharaoh Lights UK

Thank you for reviewing our store during a very busy period. I'm really glad we have met your expectations on this occasion and hope to serve you again soon at pharaohlights.com.

Join club pharaoh today and get points for every purchasing. 100 points equals £10!

Gurdeep Singh
Founder

Rated 1 out of 5 stars

order is not arrive, no refund, no Customer service.

My order is not arrived at all. I have sent many emails ask to refund, no one reply emails, no one answer phone calls. It has been 1 month!
I do not know how to get my money back?

30 January 2020
Unprompted review
Pharaoh Lights UK logo

Reply from Pharaoh Lights UK

Dear Mr Y

we investigated your order today and tried to contact you. Thank you for reaching out to us .

your order has been processed and we are expecting your delivery by 15th Feb or sooner, please refer to our store terms and conditions of sale.

Global demand for your product and hospital masks, is high and manufacturers are working hard to meet and supply the demand. Please see our website for further updates. https://www.pharaohlights.com/pages/order-lookup

We sympathise with you concerning the delay to your order, but due to the outbreak in China , all United Kingdom stock is running low or has run out, British manufacturers of the 3M mask are most likely, trying to produce to keep up with the demand. Please note the following story for your reference on the global situation.

https://www.theatlantic.com/health/archive/2020/01/viral-masks/605761/

As a gesture of goodwill I have issued you a £10 gift voucher which you can use anytime at pharaohlights.com. Remember to join club pharaoh to earn points on every pound you spend at pharaohlights.com. Remember we don't charge for UK delivery it will always be free.

Again I would sincerely like to apologise for the inconvenience to you. If you would like to make a complaint please write to: Customer Complaints, Pharaoh Lights UK, Kemp House, 152-160 City Road, London, EC1V 2NX. Please refer to our store terms and conditions for further guidance on your order. https://www.pharaohlights.com/pages/returns-refunds-store-policy

Gurdeep Singh
Founder

Rated 5 out of 5 stars

Great service delivery on time in top…

Great service delivery on time in top condition

28 January 2020
Unprompted review
Pharaoh Lights UK logo

Reply from Pharaoh Lights UK

Hi Christopher,

thanks for shopping with us. We’re really happy you received a good service from us. We’re always focused on keeping customers happy and really excited your one of them.

We hope you can find something different again at pharaohlights.com.

Remember you can sign up to club pharaoh and earn points for every purchase. £1 equals 1 point and claim £15 off when you reach 100 points.

Thanks for reviewing us!

Rated 4 out of 5 stars

Great products

Great products however I experienced a lack of communication in respect of tracking my parcel. Goods arrived safely however.

4 December 2019
Unprompted review
Pharaoh Lights UK logo

Reply from Pharaoh Lights UK

Many thanks for reviewing our new store. We look hope to serve you again soon.

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