Tom Dixon Arvostelua 83

I love Tom Dixon and own 14 of their products but I am rating them as uninvestible. That is because their new products with integrated LEDs are either very hard to home automate with voice control (pendants require a separate controller eg Zigbee with Hue Hub implementations) or are simply impossible to automate beyond turn off (not on or dim) for wall and floor lights (with a smart plug.)

As I am disabled and unable to walk then smart home integration aligned to the Matter / Thread globally accepted home automation standard is a must. I understand a desire not to go down a proprietary route (eg Apple, Google or Alexa) but the global Matter standard has been around a long time now and vendors like Apple and Hue have adopted it, so there is no fear of vendor lock in and therefore no excuse for Tom Dixon whose products are not compliant.

Gosh I wish I'd looked at Trustpilot before parting with my money for a website order. Money taken immediately but nearly 3 weeks later, no contact, no delivery info and no way to speak to anyone. Very very poor. Now going to have to raise a case via my payment card. Unhappy.

Took 3 1/2 weeks to reply to an email about a faulty part for one of the 5 lights I'd bought - and then they said take it back to where you bought it - so much for the 2 year warranty. I actually got the part from the shop who tried to charge me and then relented when I pointed out how ridiculous this was. The customer service team did NOT know I had given up waiting and had contacted the shop. AVOID

The price is too high for some people!” – Although the design is unique and luxurious, the price can be too high compared to other brands with similar quality.

I had a small fault with the light I purchased from Tom Dixon and they could not have been easier to deal with or more helpful in resolving it. That their designs are lovely is self-evident, but they deserve praise for their excellent customer service as well. Highly recommended.

terrible customer service. Bought a >700 pound Melt pendant lamp from Tom Dixon in June/July 2024. It was outside the return period by the time I unboxed it to put it up due to renovating the house. Turns out it emits an abysmal amount of light. Calling this atmospheric lighting even is Franky pushing it. You WILL need additional lighting. I had emailed TD to ask about any more powerful LED modules could be to plugged into it, and nothing - zilch - nada - no reply. Turns out I'm not the only one. Has this company gone out of business ? OR do they really value their customers so poorly. A premium price deserves good customer care and this is sadly completely lacking with this "company". I would advise to NOT buy from this brand based on my terrible customer service experience.

This company needs minus 5 stars! Following my previous review no response for faulty light for 3 weeks and 12 emails later a response. Did not resolve the query ignored the points and issues raused, do I raised a further query still no response. How this company purports to be a high end designer brand is beyond me. I tried a phone number it just cuts the line saying no agents available. DO NOT waste your money Tom Dixon you are a complete shambles.

Bought an office chair from this company back in October 2024. Was told 8 to 10 weeks delivery. Here we are 12 weeks later, have received no further communications from them, customer services don't respond to emails, the customer services phone number directs you back towards the website. My experience seems to be the same as many others from reading the reviews, further to which, I'm very concerned this chair is going to be of awful quality when it does turn up.

The “melt lamp” we purchased was such poor quality, especially given the price (>£200). It literally felt like a cheap plastic lamp head and it didn’t even securely fit the base.

I have filled in the returns form, emailed them twice and yet no reply from a very poor customer service department. I am currently left with a box in my home of an incredibly poor product that I am unable to return. Such as shame as I love their glassware. You can’t return a product until they give you a returns code so our hands are tied. They say if you return it without a code they can’t guarantee they will refund it, perhaps because everyone else will be returning them when they see the poor quality.

They dont even respond or accept returns.
Stay away from this company and their products looks better on instagram than in reality.

As per all other recent feedback - nonexistent customer service. Our 4 lights arrived, and are beautiful, but stopped working after a few uses. No response from repeated attempts to contact customer service via online form, email and social media (and no contact number available).

Really horrendous for a so-called luxury brand. Please avoid like the plague.

Contacted multiple times via email, form on website and telephone. No response and phone dials off. It has now been 6 weeks and I am still unable to obtain an order return code. Terrible customer service and not what I would expect from such an expensive brand.

Like another reviewer I too placed an order 9 minutes after receiving an email offering a free tote bag with every order. When my order arrived there was no bag. I emailed customer services on 3 occasions but received no response. There is no telephone number for customer services listed so ended up calling the store in Kings Cross. They were not able to connect me to customer services and could only take a message. I eventually received an email response saying that they had run out of the bags being offered. I cannot believe this after 9 minutes from receiving the email. I asked how many bags they had to fulfil this offer but they refused to comment. I returned my order and heard nothing about the refund for another 3 weeks which I then had to chase with another email.

Tom Dixon products are amazing and I have bought many items from this company in the past. They really need to sort out their customer service though as it is a joke when they are offering high end products. If they are not going to give you the ability to speak to an actual person they really need to respond to emails within a couple of days, not over 3 weeks.

I’ve ordered some lights, have received confirmation of shipping but DPD do not have the parcel. I’ve phoned, emailed Tom Dixon everyday for a week but absolutely no response. The money has been paid. Its an extraordinary service and I’m questioning whether the is a fraudulent purchase. My next action is to visit the store in person. Ive never felt the need to write a review like this. Beware before you proceed with any purchase .

Have been a loyal TD customer over the years and have many products. Received an email with email subscriber gift with every order. I ordered two hours after receiving the email but when the order received - no gift! Emailed customer services several times, with no reply until after three weeks, a dismissive response from Gianluca, suggesting they had run out of the promotion after two hours, and no apology it had taken him three weeks to reply to me. Having moved to a new property and looking to refurbish, I’d been looking at furniture and lighting to buy. If this is the state of the ‘customer services’ these days, I will be buying elsewhere. Unacceptable for what has always been a high end brand with great service.

Great products and an excellent customer service!

Over the last years I’ve purchased some of Tom Dixons’ furniture.

Every day I’m happy with these outstanding and high quality items.

Had a damaged part on my screw table.
The community with the customer service was great.
I’ve never experienced such a good service and John ( Trade Service Executive ) helped me really good.

I can enjoy my table again at its fullest and this experience makes me so happy I’m sure I will buy more items from this brand.

We spent quite a lot on several Tom Dixon light fittings and they look beautiful. A few years later though and one of the fittings seems to have corroded so we can't replace the bulb. I emailed the company (no phone nr) to ask if we can buy a replacement fitting rather than spend £700 on a complete new pendant and 3 weeks later I am still waiting for a response. It seems that the more expensive a product the less likely you are to get reasonable customer service, very disappointing.

Beautifully designed, quality products, we purchased a candle, dome light and diffuser for our new flat - they can quickly and exceeded expectations- will definitely purchase again

The worst customer service possible from a high end designer brand - it's impossible to believe but the other reviews confirm it. There is no dedicated customer service line for Tom Dixon which as a high-value product company you would expect as the bare minimum... completely ruins the experience of purchasing something of this supposed quality.

They do not reply to emails, there is no phone number to call if there is an issue. Deliveries left with no signature not in a safe space, one order not even shipped after over a month.

Received faulty item and not reply from Tom Dixon for 2 weeks. Disappointed