Tryilluminate Reviews 479

I have been waiting over two months for my order and still nothing has arrived. Glitsy adverts but no substance. Avoid

Seven weeks after my order, it still hasn't arrived. When I email them to ask where it is, I'm fobbed off with apologies, excuses and fake politesse, yet no ETA. Waste of time and money. Don't bother.

EDIT: My order number is 41614. I'm providing it here because emailing you will just result in yet another apologetic email with no ETA

EDIT: 9 November 2023 - still nothing, and they don't even bother replying any more. Don't be fooled by their responses to previous bad Trustpilot reviews - there is no resolution here, only the pretence of customer care

Something is going very wrong with this company. I have been a very happy customer in the past, but unfortunately the last strip I received was not working properly. They offered to replace it in warranty but more than one month has passed and no replacement has been shipped yet. After multiple requests to support, they said that they had to make a change to the order due to "AN ERROR" from my side. They are clearly struggling and trying to hide it, and this is very clear from this last message.

Order number: 41632

Update: the reply to this comment is a joke. Nobody checked anything and one month has passed with nothing delivered

Great service. Lights gave a great touch to my new home.

Easy ordering, fast delivery. The product was amazing.

*Edited* to add that as of 12.09.23 still no goods received, still no update on dispatch. Fortunately my credit card company have credited my account after I raised a dispute re. the charge. Honestly, no idea what's going on with this company but would very strongly caution against placing orders.

I am appalled at the customer 'service' this company provides. I placed an order at the start of July and have still not received my goods. Despite repeated contact with their customer service and requests for cancellation and refund these were ignored and I received responses best described as being from a chat bot. They then told me they had been dispatched so no refund could be processed. That was weeks ago. No update, no engagement. Have now disputed the charge via my credit card company but this really does feel like a scam operation. Very disappointing. Feels like there should be some action taken against them as it seems I'm not the only customer with this experience.

Delivery times are too long, I ordered my lights 3 months ago and still not received. I asked for a refund but my request was declined

Bought 7 of their strip lights in February last year, 2 dont work anymore unless plugged in. These have been installed in a 2nd home so they are not used frequently. Have messaged and got an automated message back and thats it!! Pretty poor really customer service and product. Looking elsewhere now for an alternative product.

Have ordered several times from Illuminate several times and yes delivery’s are a bit slow but always get my product. Order has been Perfect and we LOVE the lights. One light the micro port broke and customer service was very quick to respond and resolved my problem quickly.
Will buy again!!

Do absolutely not order from them!

The delivery took several months which I understand can happen.

After I got my items I noticed I can’t use them for the intended way and that they don’t look exactly like on their website. That’s why I wanted to send them back. The support said I should try one of the units first before returning them. So I did and came to the same conclusion as before. I can’t use them like I planned.
So I reached out again and the support told me that I can’t return my order because I used one of the items (like they advised me to).
Furthermore they reached out to me that they found out that an employee was purposely impacting the quality of the products and that the products I received were not up to their quality standards. Still no replacement possible. Adding to this the employee also forwarded customer data to external sources so I also was impacted on a leak of my personal data.
No sign from illuminate to give me a refund and put an end to this.
I consider taking legal actions.

So please take this as advice to not order anything from them. You will reget it otherwise.

Update 05/09/23:
They allowed me to send the items back. But they told me I still don’t get the refund because one of the items was used (as they advised me too). So my review stays the same. Worst company I‘ve ever came across. I‘m taking legal actions.

Products arrived and not all the same colour.
Very sensative so don't last more than a week before having to charge
Updated - upgraded to 3, as they are reading reviews, might improve more

Ordered lights on the 22nd of June. After over 5 week, still no lights. Made repeat requests for a refund (4 times) but all ignored. Have pretty much ignored all my communications. They have even blocked me on Instagram so I can’t either write a poor review or request a refund. They have taken over £100 from me with no product to show for it so essential what they have done is tantamount to theft. Customer service is the poorest I have ever experienced from any company. General replies from them appear to be automated. When they do ask for your order number so they can ‘investigate’ nothing ever happens. Just radio silence. I would urge everyone to approach or order from this company with great great caution. In fact, I would urge people wanting wireless lights to source a different company altogether.

Order 41458

Product ordered on 15 April. Finally delivered on 17 July. Over three months of patient waiting and most of my requests for a delivery status answered by a bot offering the same shallow words of apology. Baffling how something takes this long to be delivered but the product itself is good (hence two stars vs one) Just spoilt by an awful buying experience.

DO NOT ORDER FROM HERE - still nothing received AFTER MORE THAN 6 WEEKS. NO UPDATES except standard template response first time I queried - Nothing since. I guess I am going to have to SUCK UP the £80 loss but please do not order unless you can afford to LOSE YOUR MONEY. Shame because the lights I have received in the past are good and exactly what I wanted.

Ordered on 27th April, and still no product. 🤷🏻‍♀️ Their Customer Service leaves a lot to be desired, not transparent or honest. Their emails are predominately template responses, and they don't answer critical questions. All follow-up emails have been initiated by me and not the company explaining ongoing delays in their stock availability, tracking information and/or delivery. I've also requested a full refund multiple times, and they won't respond to it. They have left me out of pocket and with no product to show for it. Instead, they make promises they have no intention of keeping which further delays the process. I simply want a full refund so I can't take my business elsewhere or alternatively, I will have to file an official complaint via the appropriate authorities as this is starting to feel and look like an actual scam!

I ordered some lights in April and now end of June they still haven’t arrived. I keep being told that they will be with me in xx days and they will keep me updated but I am now worried that this is a tactic and it’s a scam. I would avoid using this company.

Thank you for replacing my strip lights that I had difficulty in charging up even though I had them for 2 years. Great service!

Provided you with my order number as per your request & still heard nothing positive back from you!

I absolutely love the illuminate products, the light from solar outdoor lights has changed my backyard they are surprisingly bright and different lighting mode and a motion sensor that's quite sensitive all round great product 😀 the customer service is quick and efficient amazing service 100 percent recommend

Order took over a month to arrive without any proactive communication from them. I always had to asked via emails.
Seems like a legit company but products are sent from China/Asia. Product itself is very average, cheap, not at all worth the price on the website.
Even the brightness is not as mentioned on website. We have bought a cheaper lamp with same brightness and try illuminate just has worse brightness!
The problem here is getting a refund and return.
They do not accept that we are not satisfied and description does not match! This product is way too expensive for what it is actually worth! For Return I need to pay by myself to ENGLAND! Thanks to Brexit, this is as expansive as the product itself!
I DO NOT RECOMMEND!
Get a cheaper one, they’ll do!