LightHub Direct Reviews 2,858

Reply from LightHub Direct

Jul 6, 2025

Hello Andrew,

I am so sorry to hear that you haven't received your delivery, and for the issues you have had with contacting us during a very hectic and challenging week. The office is usually closed at the weekend, but we are currently working overtime, offline, to ensure all customer affected by last week's courier incident, are contacted and updated. We look forward to being back to normal next week. I have already reached out to you by email to ask if you'd like us to resend the order, or if you would prefer a full refund. Please do look out for that email and let me know.

Best Regards,

Louise B

Reply from LightHub Direct

Jul 4, 2025

Good Afternoon Andrew,

I’m very sorry to hear that your parcel was impacted by the recent issue involving the damaged DPD collection. We believed we had tracked down and replaced all affected orders earlier this week, but it appears yours was unfortunately missed. Please accept my sincere apologies for this oversight, and for the time taken in reaching out to everyone involved.

I’ve arranged for your order to be resent as a top priority. As soon as I have the updated tracking information, I’ll be sure to send it over to you right away.

If there’s anything else I can assist you with, please don’t hesitate to reach out. You can contact us via live chat, email, or phone.

Best regards,

Louise B

Reply from LightHub Direct

Jul 4, 2025

Good Afternoon David,

I’m really sorry to hear that your parcel was affected by the recent issue with the damaged DPD collection. We believed we had identified and replaced all impacted orders earlier this week, but it sounds as though we did not identify yours. I sincerely apologise for the oversight - and for the time it has taken to contact and respond to all those affected. I've booked your order to be reshipped as an absolute priority. I'll pop an email over to you as soon as the new tracking details are available to me.

If there’s anything else I can do to help, please don’t hesitate to get in touch. We’re available via live chat, email, and phone.

Best Regards,

Louise B

Reply from LightHub Direct

Jul 3, 2025

Good Afternoon Paul,

I’m very sorry to hear that your parcel was affected by the recent issue with the damaged DPD collection. We believed we had identified and replaced all impacted orders earlier this week, but it appears yours was unfortunately missed. I sincerely apologise for the oversight.

As mentioned in my earlier email (sent about an hour ago), your order has now been reshipped.

If there’s anything else I can do to help, please don’t hesitate to get in touch. We’re available via live chat, email, and phone.

Best Regards,

Louise B

Reply from LightHub Direct

Jul 3, 2025

Good Afternoon Arfon,

I’m really sorry to hear your parcel wasn’t delivered.

I’ve searched our support system using your email address but couldn’t find any previous messages. I do apologise if we missed something on our end.

We’ve had a few issues with DPD over the past week, and unfortunately, it looks like your order was one of the affected ones. While we believed we had resolved all outstanding deliveries, it’s clear we missed yours, and I’m truly sorry for the inconvenience caused.

I’ve arranged for your order to be resent today, and I’ll email you the new tracking details as soon as I have them this evening.

Please don’t hesitate to reach out if there’s anything else I can do to help. We're available on live chat, email and phone.

Best Regards,

Louise B

Reply from LightHub Direct

Jun 19, 2025

Hello Sameer,

Thank you for your feedback. We're sorry to hear that you're dissatisfied with your ongoing experience.

We’d like to address a few important points. Throughout this process, our team has made every effort to assist you and resolve the issue professionally. Unfortunately, some of the language used by you in previous correspondence has been abusive toward our staff. While we understand that frustration can arise when dealing with technical issues, we ask that all communication remain respectful so we can support you as effectively as possible.

Regarding the fault you’ve reported: a 50% failure rate is extremely unusual. These products are sold in the thousands and have an average fault rate of approximately 0.105% within the first year. That said, we always take fault reports seriously and try to guide customers through the warranty process to maximise the success rate of claims.

Our policy is to diagnose issues while the original items are still installed. This approach helps us identify any faults more accurately and, when necessary, send replacements without requiring items to be uninstalled and returned first—saving you time and effort.

The initial fault description provided - "3 lights fused in 2 months time. Not off in one day in 4 weeks time fused.” - did not offer enough detail for proper diagnosis. We asked for additional information, such as test meter readings or a fault report, to help us better understand the problem. You kindly shared an electrician’s report, but upon review by both us and the manufacturer, the panels were not specifically mentioned. The only reference to a panel product indicated it had been “disconnected,” which points to an installation issue rather than a product fault.

We remain committed to assisting you and welcome any further technical information that could help clarify the issue. Alternatively, we can collect the products for inspection if you prefer the manufacturer to confirm the issue themselves. However, we do ask that insults, accusations, and threats are left out of your correspondence with us going forward so that we can continue working towards a resolution in a constructive and respectful manner.

Best Regards,

Louise B