This company has absolutely zero respect for its customers' time or money. I placed an order and waited patiently for three full weeks. When I didn't hear a peep, I reached out to customer service--not to complain, but simply to ask for a basic update regarding the supplier's response and an estimated arrival date for the warehouse. A reasonable, straightforward question that any competent business could answer in five minutes. Instead, I was met with a wall of absolute silence. I sent EIGHT separate emails over the course of those three weeks. Not one. Single. Reply. Let that sink in: Eight ignored messages. No "we're looking into it," no "let me check," no "sorry for the delay." Just radio silence. It takes more effort to ignore a customer eight times than it does to send a two-sentence courtesy reply. Lamptwist clearly has no problem taking your money, but the moment you need a shred of transparency or basic customer service, they vanish into thin air. If they can't even manage a simple status update, what makes you think they can manage your order? Do yourself a massive favor and buy from literally any other brand that actually has a functioning customer support team. This is hands-down the worst service I have ever experienced. Avoid at all costs. read more

do not do business with LT. I bought a console table in April 2026 for $1099 plus $163 shipping. I have invoices and delivery note documents to show that this was stated to be the price. When the product arrived in Aust, their shipper sent me an invoice for $303.11 import duty. Then the shipper sent me an additional invoice for $107 for biosecurity inspection fee. That is a total of $573.11 shipping, which is more than 50% of the purchase price. When I contacted them they 'doubled down' in protecting their margin and not looking after customers, by sending me a link of their now updated website fine print which says customers must do their own research regarding import duties and customers are responsible for all charges, regardless of LT having any idea of charges for shipping their product to Aust. read more

Terrible customer service. Rude and arrogant. I really wonder why they sell online as they have zero processes in place to support returns or customs issues. read more

TERRIBLE QUALITY... terrible customer service. No telephone number to talk to anyone. Table arrived after 2 months with a huge crack and dark brown glue used to repair by vendor! Refusing to acknowledge the fault - still waiting for a refund! Will be taking to OMBUDSMAN! AVOID AVOID AVOID read more

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IF YOU ARE IN THE UK DO NOT BUY FROM THEM. This company is in Belgium and if anything goes wrong, which it can, it will be a nightmare and you will incur hard-to-recover customs fees, weeks if not months of delays, and countless hours spent trying to resolve. Pay the small amount higher to order from a UK lighting company. Lamptwist will not make it easy to fix anything. We have a damaged lamp, 3 weeks of delays, a separate lost UPS package of all of our lighting that was to be installed, £600 of irreversible customs fees to deal with, extra electrician fees, AND if they send a replacement, we will have to double pay customs on that and apply for a refund, and we've spent 10 hours on the phone with UPS and in useless emailing with lamptwist trying to fix to no avail. I regret this horrible company entering into my family's life. There's enough stress in the world - don't add to it with lamptwist, UK friends. read more

TERRIBLE -- don't use. we were charged $587.00 from DHL to get our lamp after we paid $1900. Company never mentioned. Still waiting for our refund. read more

Do not buy from LampTwist. They sent me a already opened Pendant lamp which is damaged (scratched) and now no one is responding to my e-mail. Also bear in mind if from the UK like me you will need to pay VAT. Update 190124: So the suggestion from Lamptwist is that I pay for the shipping back to belgium. They send me a faulty product and I have to pay for shipping. I also have to work out how to get my VAT refund Update: 22/01 Lamptwist still refusing to take back the fault goods with a full refund including postage due to them sending me faulty product that was already opened and scratched. My next step is contact my credit card company. If you do not want all this stress and hassle DO NOT ORDER FROM them. read more

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Customer service not helpful and not responsive at all. Package lost by UPS and Lamptwist just goes silent. No answers, no money, no product- nothing. They just take your money and who knows what they have sent to you. Do not buy there, not reliable and trustworthy shop. Looking at other feedbacks highly likely you will just lose all your money there. read more

Lamptwist customer service is very bad. Order no #69854 the artermide lamp arrived broken. To summarize: 1. The lamp came broken with scattered parts (small beads) all over 2. The lamp parts look like it has been used already or old as what you could see on the scratches and bent metals. See video 3. There are missing parts 4. The service and way of communication of your customer service team is not helpful and has no empathy at all. No returns or you have to pay for return. They dont accept you to return the broken item!!!!!It is very disappointing. I regret ordering from this website. And now i dont know how to refund my 300CHF++ back. read more

I attempted to cancel my order almost immediately after placing it and they refused to cancel. A website that does not have the ability to cancel an order is unexpected and a poor business practice. read more

I have ordered a lamp that was listed as 'in stock and ready to ship' - the lamp was not only not shipped at all but customer service did not answer any emails or phone call. I have initiated a dispute case with my bank. Please read several review fora (not Trustpilot for this one): They are clearly a fraudulent company and I suggest not ordering from them. read more

Do not do business with Lamp Twist if you are in the US. The pendant light I ordered has different canopy styles depending on where you live. They sent a UK/EU style canopy for an order that was clearly shipping to the US. The canopy is too small for US style junction boxes and they will not provide the proper canopy or pay for me to ship the light fixture back to them. Their pathetic response is that I knew I was buying for a company in Belgium. That is true but they should not be selling certain products to the US if they are not compatible. When buying a light fixture for almost $800 they should be sure to send the proper canopy based on the buyer's location. read more

They refuse to cancel my order, which is due to be shipped "3 to 6 weeks from now". They claim, that an order can only be cancelled after I have received it, and of course I would have to pay the return myself. This is not only outside of what's legally allowed, but also completely ridiculous, especially considering statements like "Additionally, we're committed to reducing our environmental impact and minimizing the pressure on the transport industry. By charging for returns, we want to encourage you to make more informed and thoughtful purchasing decisions. We believe that this change will benefit us all in the long run." in their return policy. read more

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 read more

39 days to receive the order 22 days since I have not been refunded They never admitted their mistake, they never apologized or showed any empathy because this huge delay. Terrible customer service. No response to my emails asking for a refund. Worst experience I have ever had. 27th of November: Order placed 12th of December: LampTwist customer service informed about issue with the package. 21st of December: LampTwist customer service message: "Unfortunately the shipment was returned to our warehouse" 30th of December: LampTwist customer service message: "We sent your parcel and it was sent back to our warehouse." 2nd of January: Asking for a refund and received no response from the LampTwist customer service. 5th of January: The order arrives (!!!) and I send it back the same day using the return label from the LampTwist site. 10 of January: Returned product successfully received by LampTwist. Now it's the 1st of February, and I still did not receive a refund or any reply to my messages! Today I have submitted an ECC complaint. read more

DONT BUY FROM LAMPTWIST THEY ARE A DISHONEST BUSINESS I am having a horrendous experience with Lamptwist and by reading other reviews I can see I am not alone . I wish I had read these reviews before buying from them. I bought a Tom Dixon floor lamp on 10/12/23 it was intended as a Christmas present . The lamp cost £585 plus £119 customs fees total £704. There were several issues with the delivery, apparently the parcel got lost in the post . After many emails Lamptwist posted a new lamp and I received it last week - end of January . I had a terrible shock when opened the box and found the lamp was broken at the base completely detached as well as bent on the shade. The lamp was packed very well with enough padding and I believe it was already damaged when packed to be sent out to me . I strongly believe they have knowingly sent me a faulty lamp . I have been emailing them with photos and requesting a refund for the last few days . Nobody has got back to me . I will be reposting this review every day until I receive a refund for the lamp and hope this makes people aware of how dodgy Lamptwist is. read more

I ordered 4 lamps from lamptwist. I received 2 of them. I never received the other 2. They claim it was in the same shipment. They never refunded my money. It cost me more than 1400 euro. They are very dishonest. They are thieves. read more

I am in the UK and ordered two items from LampTwist. I placed the order on 11th December 2021 - it took EIGHT weeks to be shipped. When the order arrived TWO MONTHS LATER the items had been shipped separately. A a result I had to pay customs charges twice. After the sale, all I can say is that it is an ABSOLUTE DISGRACE - the Company ignores queries - they take details and promise a response and do not respond. Phone lines are not answered - Their website asks you to write in the order number on a generic form to raise a query - when you take this step and provide the order number 'suddenly nobody is available' and the application shuts down. I am going to be raising this as a SERIOUS CAUSE OF CONCERN to the European Consumer Centre in Belgium ( ECC Net ) and further intend to lodge a complaint with Belgian and / or Dutch Authorities to request a complete investigation. Needless to say, I will be shopping elsewhere in the future. A very disappointing and unsatisfactory experience all round. read more