Riccardo
A+ Customer service, D- product
Ordered couple of the 'Natural Scandi' ceiling oyster lights that were dented and flickered after installation. The Hugbel team worked quickly to resolve the issue and I benefited from excellent customer service. They offered me the choice of having new lights sent as a replacement (at their cost) or to receive a full refund. Although happy with the outcome, I am still disappointed and out of pocket a couple hundred $$ after paying for the installation of faulty lights. There were a number of issues with the build quality, such as the plastic diffuser felt cheaply made, had visible imperfections and the metal casing was dented.
Response from hugbelMay 31, 2025
Dear Riccardo, Thank you for taking the time to share your experience. We’re truly sorry to hear that the 'Natural Scandi' ceiling lights you received were not up to standard, and even more so that this caused additional inconvenience and out-of-pocket expenses for installation. Please accept our sincere apologies. While we’re glad our team was able to respond quickly and offer a resolution, we understand that a refund or replacement does not fully make up for the time and cost you invested. Your disappointment is completely valid. We take your feedback about the build quality very seriously. Issues such as the dented metal casing, imperfections in the diffuser, and flickering are unacceptable and not in line with the quality we strive to deliver. We’ve escalated this to our product and quality assurance teams to ensure thorough investigation and corrective action with our supplier. At Hugbel, we are committed to learning from experiences like yours and improving both our products and the customer experience. Your honesty helps us do just that. If there’s anything further we can do to support you, please don’t hesitate to reach out. We’re grateful for your understanding and hope we have the opportunity to serve you better in the future. Warm regards, Team Hugbel