VakkerlightReviews of vakkerlight.com

Response from VakkerlightMar 26, 2026

Dear Lawrence Paul, Thank you for sharing your feedback. We’re very sorry to hear about the frustration you experienced with your order and the confusion around shipping and installation. We want to clarify that if you are not satisfied with the product, you are fully able to return the package to us. We also appreciate your detailed feedback regarding the installation instructions and design communication. Based on your experience, we will be updating our future orders with clearer and more complete assembly instructions to ensure our products are delivered without any issues. Please contact our support team with your order details, and we will work with you to arrange a return, exchange, or any other solution that best meets your needs. Kind regards, Nicole Lee Customer Support Team

Response from VakkerlightOct 6, 2025

Hi Jacquelyn, This is Martin from Vakkerlight. I want to personally follow up regarding your order and the concerns you raised. After reviewing your case, we have worked with you to resolve the issue through proper channels. The refund/replacement options and guidance provided were in line with our policies to ensure a fair resolution. We kindly ask that you update or correct your review to reflect the resolution of this matter. Our goal is to maintain open, constructive communication and ensure all customers have accurate information. Thank you for your understanding and cooperation. Best regards, Martin Vakkerlight Team

Response from VakkerlightAug 6, 2025

Hi Jess, This is Martin, the manager at VakkerLight. I’m reaching out regarding your recent experience with our company and your order. I understand your frustration, and I’d like to take a moment to clarify our shipping process and address your concerns. At VakkerLight, we offer both standard and expedited shipping options. For standard shipping, orders typically ship within 4-6 weeks. Expedited shipping, which is faster, generally ships within 1-3 weeks. We are not a dropshipping company. All of our products are manufactured and shipped from our own factories in Asia. Because many of our products are custom-made, there can sometimes be unexpected delays due to stock shortages, which may have impacted your order. I sincerely apologize for any miscommunication regarding the timeline, and I can assure you we are investigating the matter internally to prevent future delays. We are committed to providing our customers with high-quality products, and your experience does not meet the standards we strive for. Regarding customer service, we do not use third-party agents. Our team, though based internationally, handles all inquiries directly and aims to resolve any concerns as promptly and clearly as possible. Please provide more details about your order, and I will ensure that this is addressed as quickly as possible. Thank you for your feedback and understanding. Best regards, Martin Manager, VakkerLight

Response from VakkerlightJul 27, 2025

This is Martin, the Manager of VAKKER. I want to personally step in and address your concerns regarding your recent order. First, I sincerely apologize for the frustration and disappointment this experience has caused. We take all customer feedback seriously, and it's clear that our earlier responses did not meet your expectations—or our own standards of service. The pendant lights you purchased are crafted from concrete, a material that naturally may exhibit surface variations such as mold lines or texture inconsistencies due to the casting process. These characteristics are not considered defects in quality but rather part of the material’s industrial and handmade aesthetic. That said, we understand that in your case, the ring of lacquer or glue you received went beyond what is acceptable, and we should have handled your concern with greater care and urgency from the beginning. Our initial suggestion to use sponge sandpaper was meant to offer a quick, non-invasive solution to remove surface residue—something that has worked well in similar cases. However, we now understand this response felt dismissive and insufficient, and for that, we apologize. If you are not satisfied after attempting the surface cleaning, we are more than willing to send you a replacement fixture at no additional cost. Your satisfaction is important to us, and we want to make this right. Thank you for bringing this to our attention. We’re committed to improving both our communication and service, and we truly hope you’ll give us a chance to correct this issue. Warm regards, Martin Manager VAKKER Team

Response from VakkerlightMar 26, 2026

Dear RefiaPhenix, Thank you for sharing your feedback. We’re sorry to hear about the frustration with your order. We’d like to clarify that since you selected our standard shipping option, the estimated delivery time is 4–6 weeks. For these orders, we ship directly from our factory to ensure timely delivery. We have always aimed to maintain transparency about shipping origins and times. We appreciate your feedback regarding the product quality and will continue working to improve both our products and service. Kind regards, Nicole Lee Customer Support Team

Response from VakkerlightMar 26, 2026

Dear Kimberly, Thank you for sharing your feedback. We’re very sorry for the frustration caused by the delay and confusion regarding your shipment. Could you please provide your order number so we can investigate this further? Typically, standard shipping takes 4–6 weeks, while expedited shipping is around 1–3 weeks. The delivery date you may have seen in the FedEx notification is usually an estimated time provided by the courier and may not reflect the actual shipping timeline. We arrange shipments according to the shipping method selected at checkout. Once we have your order details, our support team will review your case and provide an update to help resolve this matter. Kind regards, Nicole Lee Customer Support Team

Response from VakkerlightOct 6, 2025

Hi Angela, This is Martin from Vakkerlight. I’m sorry to hear about the issues with your order. Our warehouse is located in the United States, and we aim to ensure all products are carefully inspected before shipping. If you feel the product you received does not meet your expectations, you are welcome to return it to our designated return address for inspection and a full refund. To help us process this quickly, could you please provide photos of the damage and the incorrect color? Once we receive these details, we will work with you promptly to resolve the issue. We hope to resolve this matter through direct communication and negotiation to ensure a fair outcome for both parties. Best regards, Martin Vakkerlight Team

Response from VakkerlightMar 26, 2026

Dear Peter S., Thank you for sharing your feedback. I’m Nicole, the manager, and I’d like to assist you personally. Could you please provide your order number so I can review your case and respond accordingly? We respond to every email, so if you haven’t received a reply, please also check your spam or junk folder. We fully support returns and exchanges, and you can easily return the package to us if the product does not meet your expectations. Once we have your order details, we will ensure your concerns are addressed promptly. Kind regards, Nicole Lee Customer Support Team