lamptwist.com

I ordered a floor lamp from LampTwist in November, intending it as a birthday gift for my husband. What followed was an infuriating three-month ordeal that ended with me cancelling the order out of sheer frustration.

From the outset, there was zero proactive communication about delays. I had to repeatedly chase for updates, only to receive vague and passive-aggressive responses that did nothing to resolve the issue. The original delivery promise of 1–2 weeks was quickly broken, and the shipping date was postponed multiple times—first to mid-January, then the end of January. Despite their reassurances, these dates turned out to be just more empty promises.

The customer service was particularly poor. They offered minimal compensation (a paltry 5–10% refund, after demanding some sort of resolution) that hardly addressed the inconvenience or disappointment caused. The emails I received were dismissive and lacked any real accountability. For example, when I expressed frustration over repeated delays, I was met with what can only be described as a tone-deaf reply implying I was mistaken about the dates they’d provided.

To make matters worse, the company fails to make it clear on their website that customers in the UK will also have to pay import taxes—a crucial detail buried in fine print. While this wasn’t my main concern, it speaks to a general lack of transparency in their practices, as the UK is clearly a high priority target audience for them.

Ultimately, I had no choice but to cancel my order after they failed to deliver on their promises time and again. Not only did this ruin my plans for a thoughtful birthday gift, but it also wasted my time and energy.

I strongly advise against using LampTwist. Their poor communication, broken promises, and passive-aggressive customer service make them entirely unreliable. I've placed an order for the same lamp elsewhere, and also have received notice of dispatch 2 hours later.

I bought 430€ of pendant directly on their website, after the delivery was dispatched they came back to me saying the price I ordered was wrong and to unlock the delivery I need to give them additional 180€.
I asked them a refund as I am not willing to proceed with the order and they disappeared, total scam!

Saved for ages for a pendant light, saw it in the sale at lamp twist (still £450) at a 1-2 week delivery.

5 weeks later I am still without pendant.

I then get an email from customs saying I owe them £89 customs fee to get the light!
Not only was this not very clear when pressing 'buy now' on the website, but its 1/4 of the price of the light - BARE THIS IN MIND WHEN ORDERING YOUR ALREADY EXPENSIVE ITEM AND SHIPPING TO THE UK.

I now can either send the item back via refusal at customs and get charged for returning and import fees (and having no light I've been waiting 5 weeks for)... or I suck it up and pay the fee which wasn't made clear upon ordering on the website.

Having emailed the company, they replied once and are now ignoring all emails hoping it will go away, hence the trust pilot review.

I would not recommend the company to anyone, I wont be buying from them again. Wish I had read these reviews before I bought from them.