Our award-winning level of customer care is a source of pride to us, and we constantly strive to maintain and improve it. The best way of assessing our performance is through customer service ratings.
With this in mind, we are delighted to announce that Lyco has been awarded ‘Platinum Trusted Merchant 2020’ status from Feefo. To achieve this, we have successfully achieved Gold Standard Customer Service for five years in a row – a rating of over 90% on reviews collected during 2019.
This award is testament to our strong customer focus.
To inspire confidence, we display the Feefo icon in the header of our website. Visiting our Feefo reviews page gives access to all customer service and product reviews from the current and previous years. The reviews are unedited, so positive and negative comments are visible alongside any responses from us. You can also quickly see reviews using the supplied tab on product pages.
Customer feedback: completing the cycle
Before we offer items for sale, they are sourced from worldwide manufacturers, evaluated, and either selected or rejected by our expert team of buyers. Various criteria affect the selection process, including build quality, design, packaging and presentation, price, and whether the product brings anything new to our existing ranges.
Once an item is added to our collection, it is carefully placed online with specifications and photos. Always ready to answer questions is our friendly and informed sales team.
The vital link in each transaction, however, is the buyer, who forms an unbiased view of the service we provide and the products we sell. A feedback system gives customers a voice and acts as a helpful guide for other shoppers. It has become an asset to us, too.
Responding to criticism
If our service falls short in any way, we try to improve and make the necessary changes to our operation. Any negative product-specific feedback is addressed and resolved directly with our suppliers. This ensures that products are amended or removed from the range as necessary to avoid multiple customers experiencing similar problems. By listening to our customers, we at Lyco can make more advised choices about the brands, products, and ranges we sell in the future.
Despite our best efforts, we know there will be times when products do not quite meet the expectations of our customers. Our ‘change your mind guarantee’ is available with the vast majority of products and gives total peace of mind when shopping. You can return any item that fails to satisfy within 14 days for a full refund.
The change your mind guarantee does not apply to products made to order, though these are often covered by a manufacturer’s guarantee. In the rare event that no guarantee exists, any item found to be damaged or faulty on receipt is repaired or replaced without fuss.
Customer reviews inspire an open and honest relationship between retailers and shoppers. We hope our new Feefo status proves our commitment to high quality service and care. Our final promise is that we will endeavour to improve even further, based on all that you say.
Charles Barnett Managing Director
Charles started Lyco in 1995 with just 4 enthusiastic employees and has grown it considerably over the past 25 years. Charles is also the Managing Director of Lighting Direct and newly acquired Online Lighting. He now has a team of 50 lighting experts working on growing Lyco Group to be the UK leader in lighting for both businesses and homes. Away from the office he is a keen cyclist and is proud to have cycled 1017 miles from Lands End to John O’Groats to raise money for a new residential centre for adults with multiple learning difficulties.