VakkerlightReviews of vakkerlight.com

Response from VakkerlightOct 6, 2025

Dear David T, Thank you for your honest and detailed feedback. We have read your review thoroughly, and we want to offer our most sincere and unreserved apology for the unacceptable experience you had. You are absolutely right. The lack of proactive communication from our team during the 7-week shipping delay was a significant failure on our part. You should not have had to be the one to constantly reach out for updates, and we are deeply sorry for the frustration and uncertainty this caused. Furthermore, our refusal to cover the expedited shipping for a replacement, after such a long wait, was a serious customer service error. It was an unfair request, and we are using your experience as a critical training moment for our team to ensure we handle these situations with more care and fairness in the future. While we understand that it does not erase the poor service you received, we have processed a full refund for your order. Your feedback has highlighted significant flaws in our communication and problem-resolution processes. We are taking it very seriously as we work to improve our systems so that future customers do not have the same experience. We are truly sorry that we let you down. Best regards, Miya Vakkerlight Team.

Response from VakkerlightAug 26, 2025

Hi Megan Schwartz, We only updated your photo in our SKU to help future customers understand the correct scale of this product. We did not intend to take or use your photo without credit. After reviewing your communication, we have decided to remove this photo from our site. For any future use of customer-provided photos, we will always reach out in advance and follow your guidance. Thank you for your patience and understanding. Best regards, Miya Vakkerlight Team

Response from VakkerlightMar 26, 2026

Dear Vahradrim Aakeroth, Thank you for sharing your feedback. We’re very sorry for the frustration caused by the delay in receiving your order. Could you please provide your order number so we can investigate this further? In many cases, extended transit times may be due to customs checks or other unavoidable shipping factors. If you have not received your package, you are also entitled to request a chargeback through your credit card provider to recover your payment. Once we have your order details, our team will review the situation and get back to you with an update. Kind regards, Nicole Lee Customer Support Team

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 VakkerlightMar 26, 2026

Dear Deb Fudge, Thank you for sharing your feedback. We’re glad to hear that you like the light itself, but we sincerely apologize for the difficulties you experienced with the packaging, wiring, and installation. Please know that we are taking your comments seriously and will be upgrading our packaging and including clearer installation instructions in future products to ensure a smoother experience for our customers. We truly appreciate your patience and your detailed feedback, as it helps us improve our service and products. 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