Johann B.

I ordered a Flowerpot VP13 floor lamp on August 20th and received it broken – the metal stems are too short, so the shade can’t even be mounted. On top of that, the lamp seems bent forward (though that might just be poor design).

I contacted RoyalDesign support the same day. No reply until September 7th – almost three weeks later – asking for pictures of the packaging, even though I had already sent a video of the defect in my first message. I sent the requested photos on September 10th. Then silence again until September 20th, when they finally said my case was “now being processed.” Unbelievable.

Today, October 6th, I received yet another message asking for more photos — this time of the bend — even though that’s irrelevant, since the lamp can’t be assembled in the first place.

The whole experience is absolutely insane. It’s been a month and a half, and nothing has been resolved. I’ve been a customer many times before, but this was definitely the last.

EDIT: It's quite fitting that RoyalDesign is very quick to respond here (with no solution at all) but is taking 3 weeks+ via email

great product, great delivery