Paulmann Licht Reviews 809

Spoke to sandra for advice, what an awful experience sandra was rude, impatient and sarcastic I'm still trying to find out about a particular product and and the advisor ends the chat with out answering my question

Really love the Paulmann Product range however I’m getting nowhere on trying to open a trade account… or even find out if a trade account is something you support?!

Steve - UK

Fast resolution for a defect product via online chat. I had a product defect, I had used the contact form, but did not get a response. Tried the online chat. A few questions later, a new power supply will be shipped. That was a very smooth experience.

there is nothing to indicate on all order confirms, an estimated delivery date. furthermore, the tracking system incorrectly asks for an zip code . the delivery process is lengthy and unhelpful

I ordered a lightbulb a month ago. Their website claims next day shipping, but this is false. It took 5 working days (a week) to dispatch. It still has not arrived. I checked the tracking, and the parcel has apparently gone back to their warehouse in Germany. The issue? Unfindable delivery address. Weird, as this the same address I give every courier who can all find it. I checked, and it turns out that the address they provided for the courier was not the address I gave them at checkout - they chopped off half the letters and removed the apartment block name - so no wonder it wasn't deliverable!

Of course, I now go to them to ask for a refund (as I've found my lightbulb elsewhere!) - and they say they can't process it as it hasn't arrived in their warehouse - despite the tracking saying "returned to consignor" 10 days ago. I'll pursue a credit card refund if this isn't resolved soon.

This is not a company worthy of your time or money. Cannot recommend.

A light I bought stopped working after slightly over 2 years and when I contacted their customer service they immediately sent me a replacement without question.
The new light was waiting for me on return form holiday. A lovely surprise

This company are a nightmare to deal with. I sourced some lights from them through another website and the lights are beautiful, really nice. However, I dropped a lightbulb which seems to be very specific to this light and I contacted them, firstly by using the facility on their own website. This has been ignored for about 2 weeks now. Secondly, I called the number on their website but their operative kept barking at me for a number which I didn't have. However, she did give me an email address to which I sent an email but to date, no acknowdgement. Nothing.

Their customer service is non existant. Hopeless!

Goods were easy to order and delivered very fast. However, Paulmann's return policy is well below par.
I have tried to return my ordered goods according to the policy but have not been able to receive any support or instructions on how to and where to send the goods back. I tried by mail and by phone over the course of several weeks. In fact, the one time I managed to get through over the phone, I expressed my concern that the return should happen within 4 weeks according to the policy and that this time had passed and I had no instructions on how to return. She told me - in very unfriendly terms - to be patient and she didn't understand why I was in such a rush. This is now almost three months ago. I will now bring the goods to a charity shop as I cannot use them and give up trying to communicate with this company.

Spent in excess of £800 with Paulmann on their URail track lighting. Product quality looks good but there is an intermittent humming/ vibrating noise coming from within the track itself. After many attempts to get through to Paulmann on the phone and by email from January 2023 I eventually got through to their UK support agent several weeks later. They’ve been promising me replacement parts ever since but I haven’t received anything. Whenever I call they blame Paulmann in Germany and say they will follow up with them but then I never hear from them again. I’ve given up. Avoid at all costs their customer service is the worst I’ve ever experienced.

Brilliant service

I’m really shocked at the negative reviews. Ordered a complete Urail system and it arrived perfectly on time in a week. One of the lights were slightly damaged, I emailed them and within 3 hours a replacement was sent- no questions asked. Product has also been fantastic, super flexible and easy to install for an DIYer. Unbelievable service and will no doubt use again.

So I read all the negative reviews after I had purchased euro1300 of garden lights... and got really worried!

Yes I experienced a delay of nearly 3 weeks to get my lights but actually I am very pleased with the service Paulmann offered. The delay that I (and I guess everybody else) has experienced is due to the shipping company they use. Paulmann shipped the lights within 24 hours and then it was with their logistics company. Part of the issue with their shipper is that the info they put online is not very 'understandable" eg lots of depot status and eventually customs clearance started etc and so, you are left to wait. Paulmann on the other hand kept me updated daily and were even prepared to send a new order to me to accelerate process.

I have to add that, whilst I did wait quite some time for the products, the plus side was that there were no additional custom fees to pay. They're shipped dealt with that (unlike the other order I received from Belgium where I had 20% + admin fees to pay... thanks to Brexit).

I have not started using the lights so cannot comment too much but from what I have seen, I am really pleased. Yes they are slightly pricier than other lights but the quality seems really good (aluminium garden lights)... plus they come with 5 years warranty.

At the beginning, I was convinced I would be writing a negative review but the way in which Paulmann helped deal with the delay impressed me!

Excellent customer service and warranty execution, got 2 garden lights replaced for free (even after 4.5 of the 5 years warranty), clear communication and flawless on-time delivery

PURCHASE ELSE WHERE - AVOID

Ordered 4x recessed LED lights from this company for a total of £93. No further emails since the original order confirmation and it is now passed the expected delivery deadline. Emailed using the addressed supplied and it just bounces back stating that the email is undeliverable to that address.

Bad service and bad product:
besides delivery issues: I don't´know how they got my address so wrong. After finding my delivery on my door mat on a Sunday morning (no joke) it turned out the lamp is badly produced: the swing arms of my architect lamp are not aligned on the axis.
After several not answered e-mails I could talk to someone who will send me a return voucher ... I am wondering how long it will take... if it does

Do not order anything from this shop. I ordered 2 items on Saturday 4th November and today 21st November I am still awaiting for my items to be delivered.
I cannot describe the amount of frustration this has created. My house refurbishment is pending completion because of these missing items.
I rang them 6 times to sort this out. Their website says items are delivered within 3-5 days. Yet, they find all sort of excuses to justify the items still not being delivered. I asked for a refund, they ignored my request.
Last Thursday they told me the items were in the UK and to be delivered on Friday, Monday or Tuesday. Nothing has arrived. I just rang them today and they told me the items are not yet in the UK. Each time one calls, it’s a different person.

In short, AVOID AT ANY COST!!!! They are expensive and don’t deliver.

Really bad service. Non-existent. Placed an order and got an error message making it look like it hadn't gone through and made me nervous about it being an insecure payment portal. I looked elsewhere for the lights and placed the order. I then realised that original payment had gone through so I went straight back to this retailer (UK and the main Paulmann in .de) and explained an asked to cancel - this was within minutes of the transaction. I've sent multiple emails since to be ignored. Unwanted goods have arrived. I'm still trying to engage them to return and no doubt I will have to pay the costs. Haven't got time for this. Very cross!

After ordering a RoundMac wire lighting system from Paulmann I read reviews which were not great. So I panicked as they were shipping from Germany to me in the UK.
However I needn't of worried. The tracking system worked perfectly and arrived with out incident.After I installed the product I had an issue but Nikki at the UK support was brilliant and solved the problem which in fact was my problem.
Great service/support and product.

Absolutely horrendous experience dealing with this company who wilfully advertise misleading delivery times in pursuit of business.

UK office are reliant on updates from the German office. German office are completely uninterested (learned this after trying to deal with them directly).

My order which was placed back in April has never arrived. I have called their UK office about 6 times and they always say they are going to look into and someone is going to get back to me but they never do. Lost £78. Avoid at all costs!