Bought a lampshade direct from this company to go with the lamp base that I bought from this company on Not on the High Street (I have reviewed this) Tried to ring and contact them several times but... See more
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Poor communication No order acknowledgment email, emailed the company who replied to tell me to check my spam, which I did, no order acknowledgment there either. I subsequently emailed another 3-... See more
Company replied
My shade is beautiful, very well made & worth a long wait. It took about 8 weeks for this to come due to problems with machinery. I did email a fare few times with no reply and was starting to worry b... See more
Bought a deck chair as a gift for my wife on line earlier this summer. Good I ordered early since it took about 6 weeks to arrive here in East Sussex. That said, well in time for the birthday and a go... See more
Company replied
Company details
Written by the company
We handcraft a beautiful bespoke range of botanical inspired interiors, gifts and jewellery in floral and tropical designs. Our interiors collection includes floor lamps, cushions, lampshades, deck chairs, along with various gifts for the home & garden such as sets of stacking mugs, glass coaster sets and personalised gifts, all of which are printed and handmade to order by Gillian and her team.
Contact info
10-11 Post House Wynd, DL3 7LU, Darlington, United Kingdom
- 0800 6250625
- mail@gillianarnold.com
- gillianarnold.com
2.4
Poor
147 reviews
Hasn’t replied to negative reviews
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Lovely shop with unusual gifts
September 24, 2022
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Excellent customer service
Excellent customer service. I was struggling to get my order to go through so I left the lampshade in me basket . I was phoned back and my order taken over the phone . My lampshade is stunning . I had bought cushions previously in a local shop and they are beautifully made .
September 1, 2022
Order not fulfilled
Ordered two mugs and coasters on the august bank holiday.
Paid by credit card over the phone to the shop.
Still waiting for the order to be delivered 27 th September
Tried calling , emailed enquiries but no one seems to be there.
Very disappointed
August 27, 2022
Unprompted review
Reply from Gillian Arnold
Apologies for the delay in getting your order made and shipped. As per our email earlier, I am pleased to say it is shipping today on an overnight service.
Greatservice
Goods delivered much sooner than expected. I was informed when they would be delivered and delivery was by Royal Mail.
September 14, 2022
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Great piece of jewellery.
September 12, 2022
Reply from Gillian Arnold
Many thanks for your review of your Turquoise Burst Botanical Cuff Bracelet its a delightful piece of handmade jewellery. One of my favourite ones for this season!
Great service
When I needed advice and rang the shop each person I spoke to was polite, friendly, helpful and a joy to deal with. Thank you.
August 1, 2022
Reply from Gillian Arnold
Thank you so much for your delightful review Kay. It was a joy to chat to you too. We hope your upholstery goes well - we cant wait to see the photos it's going to look amazing with the indigo tropical fabric!
Gillian Arnold Customer Services
Best shop I've visited for years!
Very friendly and excellent level of service. Products are all unique and the wallpaper I ordered is just perfect for the effect I'm hoping to achieve. I will definitely be shopping here again!
September 7, 2022
Unprompted review
Reply from Gillian Arnold
Thank you so much for your amazing review Nancy, it was a joy to meet you in store on Wednesday. We cant wait to see the photos of the new room!!
Charlie - Shop Manager
Lovely items, but pricey
Lovely items, but major price increase since last purchase.
September 7, 2022
Reply from Gillian Arnold
Thank you for your review and your continued repeat custom Karen Adshead.
As I'm sure you can understand the cost of living has increased significantly over the years.
At Gillian Arnold we haven’t reviewed prices in quite few years, although all of our costs have increased significantly over this time, and we were no longer in a position to absorb these.
We do often have special offers online and in store for customers. Including 10% off for new customers and flash sales.
We have also introduced a Gillian Arnold points system which enables customers to gain points every time they shop with us. These points can be used to purchase further Gillian Arnold items.
Charlie
Gillian Arnold Customer Services
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Coasters order
I had a bit of a problem with the website as well as with identifying items that didn't have to be ordered in advance. Very prompt response from Gillian Arnold who kept me updated and even removed the postage costs.
September 7, 2022
Reply from Gillian Arnold
Many thanks for your review Janet, some of the coasters we had in stock so could be dispatched straight away to you. As your order was over £50 your postage was free of charge. We do hope you love your coasters and shop with us again.
Gillian Arnold Customer Service
No response
Ordered a plaque money has been taken from my bank account and still not received item emailed and no response. Tried calling the number given but goes straight to answer machine.
Update I have now had a response from Gillian Arnold not to my initial email but to a further phone call. Was very happy with response but was very concerned that this was not a genuine site. Would suggest an answer machine message stating that it is Gillian Arnold you are calling and automated emails stating a time period in which emails are responded to.
September 6, 2022
Unprompted review
Reply from Gillian Arnold
Thanks for your review Louise. We do respond to answer phone messages every day so if a message was left a member of a team would have called you back.
We do believe a member of our team has spoken to you today 7/9/22 with regards to your personalised slate, which was ordered on 27/8.
We do state on our website, All our products are handmade to order. For new orders it may take 4-6 weeks to receive our handmade items.
However, we can see that this is a gift for a wedding so we will mark as urgent for you and ensure it is with you prior to that. (As with all orders - if a customer lets us know its for a specific date we'll try our best to get it to them before then)
8/9/22
Thanks for updated review Louise, we will take your comments on board with regards to the answer machine. Emails are checked daily and tend to be replied to within 1-2 working days.
Beautiful floor lampshade
Beautiful floor lampshade, delivered promptly and well packaged
August 30, 2022
Reply from Gillian Arnold
Thanks for your review Elizabeth - we are so pleased you love your new Forest floorlamp! So glad we managed to resolve the mystery in the end ;-)
I purchased a cushion and two…
I purchased a cushion and two lampshades and had a great deal of help from the Manager Charlie.
I would thoroughly recommend this gem of a shop absolutely beautiful things particularly if you want something different and individual.
August 21, 2022
Unprompted review
Reply from Gillian Arnold
Hi Karen, it was a pleasure meeting you in store. Many thanks for your review. I am so happy you love your shades and cushion!
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Very poor! - no comms. Still waiting for item 2 months later.
Placed order for slate art on 1st June as a 40th birthday present for my son. Website says delivery options will come up when you are placing order however you have to complete payment before you receive confirmation that then says delivery could be weeks. After 4 weeks i emailed to request an update but with zero response. It is now 14th August with still no contact from GA and it is well past my son's birthday. Very disappointed at lack of customer service/comms so would not use again. I am now faced with a 60 mile round trip to the shop for a face2face to cancel my order as there is absolutely no sign of the item arriving and GA has had £45 of my money for 2 months so far. NOT HAPPY!
August 14, 2022
Unprompted review
Reply from Gillian Arnold
Thank you for your review, all items in our store are made to order so we do ask our customers to pay up front.
We will review our email customer service and delivery procedures and in light of your comments.
We are reviewing our company procedures and processes to ensure that issues like this do not occur again.
I can confirm that in light of the issues you have raised and to avoid a 60 mile round trip for yourself your order has been fully refunded.
Customer Service
Having bought from Gilian Arnold before we decided to buy more of the same lampshades for our newly decorated room. We were asked to pay upfront as they are made to order. They kept giving us a date but the shades didn't arrive and they stopped answering the phone. I emailed Gilian Arnold herself and the lampshades came within a few days.
August 12, 2022
Reply from Gillian Arnold
Thank you for your review, all items in our store are made to order so we do ask our customers to pay up front.
We can see you did have to wait an extremely long time for your order which we will investigate on your behalf.
We will also review our customer service telephone procedures and in light of your comments.
To thank you for your patience and return custom we have put a small gift in the post to match your shades.
Customer Service Manager
Lampshade Workshop
I recently attended a lampshade making workshop. I found it enjoyable & easy to follow & was over the moon with my finished product.
It ended up being a one to one session as I was the only one booked on the course.
Whilst on the one hand that was great as I got personal tuition, on the other hand my session only lasted 1 hour 30 minutes compared to the 2 hour 30 minutes advertised. I therefore felt that the course was expensive.
August 8, 2022
Reply from Gillian Arnold
Thanks Dawn for your review, we are so pleased you enjoyed the lampshade making workshop and found it easy to follow and that you are over the moon with your finished product.
We are pleased that you had 1 to 1 tuition that must have been a great experience. The sessions do tend to be based on having several participants so timings are based on that. If there are many participants the course runs over the 2 hour 30 mins if there is just 1 participant it goes over a lot quicker.
Your comments will be passed on and noted for future courses however.
Customer Service Manager
Beautiful material but found not as…
Beautiful material but found not as nicely finished as I'd hoped. Was a very long time waiting but happy with if if it's sitting a certain way.
August 8, 2022
Reply from Gillian Arnold
Many thanks for your review Lia,
The time you waited is certainly not our usual wait time for customers and we are investigating our procedures to make sure this does not happen again. We do thank you for your patience.
We do make sure that all our items are quality controlled before leaving our premises.
If you would like to contact a member of our customer service team about the finish of your item they can assist you further with any concerns you have.
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Excellent
Called into Darlington and was able to see fabric and sizes. Decided to buy online to get discount. Shame I couldn’t get discount in shop. Excellent lamp shades and they arrived in given time frame. Very happy with purchases.
August 6, 2022
Reply from Gillian Arnold
Thank you for your review Chris. We are very pleased that you are happy with your Gillian Arnold shades purchased in store.
Gorgeous Lampshade
I received my gorgeous lampshade after quite a long wait as I think there was some hiccup in the process with the disruption of the pandemic but it was worth waiting for. It is so beautifully designed and made. Very happy. Hope to buy more items in the future.
August 5, 2022
Reply from Gillian Arnold
Thank you for your review Susan, The time you waited is certainly not our usual wait time and we will investigate our processes to make sure it doesn't happen in the future. We are so pleased you love your Galenes Whisper Gold Lined Shade.
A beautiful splash of colour.
I’m delighted with the floor-standing lamp I purchased from Gillian Arnold. It is perfect in the space I had in mind for it. The design is really beautiful and even more attractive when the lamp is lit up. I had been considering a purchase of cushions from Gillian and will definitely be doing so now having seen how beautiful the lamp is.
August 4, 2022
Reply from Gillian Arnold
Thank you so much for your purchase of a Blue Cow Parsley floorlamp- and for your delightful review. We are so pleased you love it!
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