Placed an order before Xmas - part of it was delivered but two items were out of stock. We're now into February and no sign of the missing items (and yes, they have taken the money for them), no response to email queries and no answer when I call their customer service line.
I've purchased from them a few times with no problems, but the real test with any organisation is how they deal with any follow-up. I returned my latest order as the bulbs were clearly going to be unsuitable. This was on 18 December. I finally received a refund yesterday 23 January after chasing them 3 times. Completely unacceptable level of service and I will now have to go elsewhere in future. Good products let down by shoddy customer service.
I ordered some led's and returned them for a different white under the no-nonsense guarantee three weeks ago. I am still waiting and just keep getting fobbed off about when this will be processed. This is simply unacceptable, I'm guessing they could be in financial difficulty and will now have to take this up with my credit card issuer.
We have now had 4 orders delivered. All have arrived virtually by return and the Nextgen bulbs (mixture of GU10 and MR16) have been excellent... I replaced 5 MR16 down lights and the Led replacements were much brighter than the originals. We are now working our way round replacing a lot of the other bulbs in the house.