At Hugbel.com, we make stylish, high-quality lighting accessible to everyone. By working directly with trusted suppliers, we offer carefully selected designs at competitive prices. Whether you're updating a room or transforming your home, Hugbel delivers lighting that blends function, style, and affordability.
hugbel (hugbel.com) has 78 customer reviews on Five Star Index, with an average rating of 3.7 out of 5.
Also known as
hugbel.com
Website
hugbel.com
Category
Home Goods Stores
Location
wyoming, Wyoming
Listed on Five Star Index
2026
About these reviews
Replies
The company replied to 78% of reviews.
Latest
Most recent review: October 2026.
Edits
Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
Score
This company cannot pay to remove reviews or change its score.
Awful quality, ended up finding the exact pendant I bought on Ali baba for $100 and I paid almost $1000. Customer service slow. Refund me my money scammers!
Response from hugbelMay 8, 2026
Hi there,
we sincerely apologise for the inconvenience and disappointment regarding your order. This is certainly not the experience we want for our customers.
To help resolve the issue as quickly as possible, could you please contact our support team at [email protected] or share your order number with us here? Once we have your details, we will review the matter and work with you toward a suitable solution.
Kind regards,
Team Hugbel
CU
Customer
Original: Broken Edit: Was fixed!
Original: My product was broken in the box and the box was not damaged at all so it was with the manufacturing site. They claimed it was during shipping and won't replace it. Very poor customer support and business practice. I would not recommend them!
Update: After I shared this, customer service was very helpful and understood the issue. Thank you!
Update again: Waited over a week for shipping info for the light and still haven't received it. Thanks for at least offering a replacement for it but not great if I don't get it. I have contractors waiting for this.
Response from hugbelMar 24, 2026
Hi There,
We’re really sorry to hear about your experience. This is not normal, as we always aim to offer a free replacement for any damaged products.
Could you please share your order number with us, or contact our support team directly at [email protected]? We’d like to resolve this for you as quickly and easily as possible.
Kind regards,
Team Hugbel
CL
chris L.
Zero customer service, communication or honesty,
If you read actual reviews and comments on line you’ll see they are the same as my experience.
I placed an order, the “ships in 5 days” passes, I email them - no reply. Email again a few days later - no reply. I asked for a refund,
Over 12 days later I get an email about how my emails were going to spam, and the items arrived at their warehouse damaged, so they need to get more.
They drop ship from China so that doesn’t stack up for one.
Still no ETA on the product was given, so even if this story is true, it will take about 30 days to get the lights no doubt.
I asked for a refund again, no reply. Ended up having to chase the money back through my bank.
Response from hugbelDec 27, 2025
Hi Chris,
Thank you for taking the time to share your feedback. We are genuinely sorry for the frustration and inconvenience you experienced, and we understand why this situation has been disappointing.
Unfortunately, your earlier emails were directed to our spam folder, which caused a delay in our response. We did mention this in our previous message, but we sincerely apologize for the lack of timely communication this created.
Regarding the delay, two of the items in your order were received damaged, and due to the busy Christmas period, sourcing and processing replacements has taken longer than expected. We completely understand how this impacts your timeline and apologize that we were not able to provide a clear ETA sooner.
Please know that this is not the level of service we aim to provide. We truly appreciate your patience and understanding, and we are committed to resolving this matter properly. If there is anything further we can do from our side to assist or clarify, we are more than happy to help.
Thank you for your understanding.
Kind regards,
Hugbel Team
MR
Monica R.
Faulty product
One of the products arrived had a dent, an air bubble in the glass and had a rough glass rim.
After countless emails back and forth asking for clearer photos etc they then tell me they can’t issue a refund because I had opened a case with my bank on the 20th November. This had occurred because 4 days after placing order I still had no confirmation the product had been or would be shipped.
after I had raised the refund request with my bank, within hours I had received notification it had been shipped. It arrived a week later but one of the lights was not as described amd was faulty.
She agrees to give me a refund. By December 4th there is still no refund. I contact them amd they claim she can’t issue a refund because my bank has the money amd they can’t do manual returns on Shopify.
I provide evidence from my bank that the case was closed amd they need to provide a refund as promised. They wrote back with a screenshot of a transaction from the 20th November to prove my bank still had the case
Open. I write to Hugbel and ask them to provide recent evidence (from 4th December) that my bank still has the case open. I explained please provide current evidence that my payment has been reversed from my bank. They could not provide this information and said they could no longer help me. Avoid!!! Poor quality product for the money. A small white glass pendant light retailing for $330.00 is a rip off. The product was also inferior due to the many faults.
In response to your reply, as already stated multiple times amd with an email I forwarded from my bank confirming my bank had closed the case you still refused to provide the refund. You also refused to provide a current screenshot or document generated from Shopify with evidence that funds were in negative on my order. You just provide these merry go round emails. You just did it again ‘offering to find a solution’. Yet the last correspondence I had from you was in the 5th December stating ‘we can’t help you contact your bank’.
In response to your reply
Not true
Response from hugbelDec 17, 2025
Hi Monica,
Thank you for taking the time to share your experience. We’re genuinely sorry for the frustration this situation has caused.
We want to clarify that once a chargeback is opened with a bank, the funds are automatically held by the bank while the case is under review. During this period, we are technically unable to issue a separate refund through Shopify though we are willing to, as the payment is no longer in our control. This is a standard limitation of the payment system rather than a decision on our side.
At the time of our correspondence, the chargeback was still showing as open in our system, which is why we asked for it to be fully resolved before processing any refund. We understand this process can be confusing and frustrating, and we regret that it didn’t feel clearly communicated.
We’re also sorry to hear about the condition of the light you received. This is not the level of quality we aim to deliver, and we take feedback like this seriously.
If the chargeback has since been officially closed and the funds released back to us, we would still be happy to review the case again and help bring it to a fair resolution. You’re welcome to reach out to us directly at [email protected] so we can look into the most up-to-date status together.
Thank you for raising your concerns. We apologize that we couldn’t resolve this matter more smoothly at the time.
Team Hugbel
SA
Sarah
Terrible Experience - Not Worth Your Time
UPDATE: Hugbel has now stated they will not give me a refund until I delete this review.
For the “full picture” my change of address request only happened in the past 48-hours and after I had already raised concerns over the past 10 days about the lack of order updates. These inquiries were met with auto responses and offers of “vouchers” for my inconvenience.
These people are crooks.
I placed an order over a month ago and the status has still not changed. I haven’t received an estimated delivery date or any confirmation that the item has even shipped.
I’ve had to repeatedly follow up just to get basic information, and the communication has been consistently poor. The lack of clarity around lead times has been extremely frustrating.
Based on this experience, I wouldn’t recommend this company.
Response from hugbelDec 10, 2025
Hi Sarah,
Thank you for your review. I am very sorry that your experience has been frustrating and that the delays and uncertainty around the tracking created such a negative impression.
I would like to clarify a few points so that other customers reading this have a full picture. Our team has been in active communication with you by email over the past days. Your order was dispatched from our warehouse on November 17, and the tracking status remained at “order ready” because the parcel had not yet been scanned by the local courier. When you informed us you had moved, we immediately paused the shipment and requested an address update to ensure it reached the correct location.
We understand how stressful it is when tracking does not update as expected, especially when combined with a recent change of address. When you requested to stop the process and receive a full refund, we agreed and are ready to process the refund as soon as the case is closed, as required by the payment processors.
We are genuinely sorry this experience left you feeling unsure about our business. Hugbel is a legitimate store and we have many happy customers in Australia and worldwide, but we clearly fell short of your expectations in this case.
If you would still like help finalizing your refund or have additional questions, please feel free to reach us at [email protected]. We want to make sure this is resolved for you in a way you feel comfortable with.
Wishing you all the best,
The Hugbel Team
BA
Brittany A.
TOTAL SCAM
TOTAL SCAM! Only part of my shipment came and they gaslight you in customer service emails that they will look into the problem. I ordered lights 6+ weeks ago and they are still missing and I do not have a refund yet. I would avoid!
Response from hugbelNov 22, 2025
Dear Brittany,
We are very sorry to hear about your experience. This is not the level of service we aim to deliver.
Your order should never have taken this long and you should not feel unheard. When a shipment arrives in multiple parcels, we always check with the carrier and our warehouse to locate any missing items. It’s clear we didn’t resolve this quickly for you and we understand how frustrating that is.
Please contact us directly at [email protected]
with your order number so we can immediately investigate the missing parcel and arrange either a replacement or a full refund. We want to fix this for you as quickly as possible.
Thank you for giving us the chance to make things right.
Team Hugbel
ST
Stephanie
AVOID
AVOID! Takes months to receive, poor response rate and quality of products. Comes from overseas. The most infuriating company to work with!
Response from hugbelNov 21, 2025
Hi Stephanie,
Thank you for sharing your feedback and we are truly sorry to hear about your experience. This is not the service standard we aim to provide.
Our team normally replies quickly and keeps customers informed of any delays, especially when unforeseen issues affect international shipments. Clearly we fell short here and we understand your frustration.
We would love the opportunity to make this right for you. Please reach out to us at [email protected]
with your order number so we can look into the delay and offer a proper solution.
Thank you for giving us the chance to improve.
Team Hugbel
VM
Van M.
Pendant lights broken and replacement lights provided were a smaller version of the initial order
To whom it may concern
On 21/09/2025, I purchased Two pendant lights from Hugbel.
The initial delivery took almost a month to be delivered and when the pendants lights arrived, both were broken. Another set of replacement lights were delivered but were a smaller size of the original ones that I ordered and is not suitable for its intended purpose due to the differences in size.
I understand that under the Australian Consumer Law, when I buy products and services they come with automatic guarantees that they will work and do what I asked for.
I have provided your business with photos and I have complete records of our conversations through email.
I am seeking an immediate refund as I am no longer confident that these issues will be resolved. Your business has wasted my time and effort since these were ordered last September 2025 and I have yet to receive any resolution on these issues.
If I do not hear from you within 5 working days, I will lodge a formal complaint with Consumer Affairs Victoria and/or report my issue to the ACCC.
Your sincerely,
Van Michael Sariego
Response from hugbelOct 13, 2025
Dear Van Michael,
We are really sorry you haven’t received tracking yet. Please check your spam or promotions folder for emails from Hugbel—order confirmation, tracking, or any delay updates can sometimes land there.
If your order wasn’t dispatched within the timeframe shown at checkout, we would have emailed you an updated delivery estimate already. If you can’t find it, please email [email protected] with your order number and we’ll:
Confirm the current status, share your tracking link, or provide a revised delivery date if there’s been a delay.
We’ll get this sorted for you right away.
Thanks,
Team Hugbel
