The cheapest products at top dollar markup. If you want to return anything, get ready to send an email every couple days because they won’t respond. Ultimately, I had to end up opening a dispute with... Toon meer
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Great lighting! Customer service is excellent!! I bought a bunch of lighting for a cabin build in the woods at my in-laws.
Got a great deal on some floor lamps that were great and a bunch of the Led globes that were cheaper than they were at ikea.
Horrible customer service and inaccurate description of their sconces. You can’t speak with someone by phone, when you email with questions and concerns they are rude and condescending, taking days to... Toon meer
Bedrijf heeft geantwoord
3,2
Gemiddeld
39 reviews
Heeft 66% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 1 maand
Zo gebruikt dit bedrijf Trustpilot
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Great lighting
Great lighting! Customer service is excellent!! I bought a bunch of lighting for a cabin build in the woods at my in-laws.
3 maart 2026
Review zonder uitnodiging
Got a great deal on some floor lamps…
Got a great deal on some floor lamps that were great and a bunch of the Led globes that were cheaper than they were at ikea.
13 maart 2026
Review zonder uitnodiging
Avoid!
The cheapest products at top dollar markup. If you want to return anything, get ready to send an email every couple days because they won’t respond. Ultimately, I had to end up opening a dispute with my credit card because I returned the items and they never refunded me. I would avoid shopping here at all costs. 
14 maart 2026
Review zonder uitnodiging
purchased ~50 table lights for a…
purchased ~50 table lights for a conference. arrived on time and the lights worked very well for our needs. appreciated the consistent shipping updates
6 februari 2026
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Lovely experience purchasing from Focal…
Lovely experience purchasing from Focal Decor. Received a prompt quote from their service team, and all fixtures arrived within the provided ETA. Highly recommend!
3 februari 2026
Review zonder uitnodiging
Phenomenal lighting
Phenomenal lighting! Several pieces were installed in our remodeled kitchen and they are just wonderful!
4 augustus 2025
Review zonder uitnodiging
Order cancelled right away and still…
Order cancelled right away and still waiting for refund — will update if resolved.
9 juli 2025
Review zonder uitnodiging
Antwoord van focaldecor.com
Hi Animre,
We do not ship to Bosnia, therefore your order was cancelled.
Warm regards,
Focal Decor Team
Absolutely HORRIBLE
Absolutely HORRIBLE! No customer service contact number. Blocked from social media by them for posting questions regarding order. Seemingly a scam company with no way to contact anyone. My order is #14187 as I have noticed your aggressive, rude responses to other one star ratings, you seem to claim you have no record. You have record of my order and I have record of my emails and postings with no response. If you were a legitimate company, your ratings would be better and you would have a contact phone number and location. Bottom line, look at the comments here, ratings, and issues as compared to others. This company knows exactly what they're doing and everyone should avoid doing business with them.
1 juli 2025
Review zonder uitnodiging
Antwoord van focaldecor.com
We’re very sorry to hear about your frustration and disappointment. At Focal Decor, we take every order and inquiry seriously, and our goal is always to provide clear and timely support via our customer support email address (support@focaldecor.com) and/or our dedicated "Contact Us" link that can be easily accessed in the footer of every page on focaldecor.com
Our customer service team responds to all inquiries sent through our official channels—our support email and the contact form on our website. For transparency, whenever a customer reaches out to us on social media with a question, they are immediately prompted to contact us through these official support channels so that we can track and resolve their concern properly. Upon further review, you appeared to have been automatically blocked from our Facebook page by Meta due to consistently spamming new comments over a short period of time. Again, please send all inquiries through our official channels, our support email and the contact form on our website, as is clearly outlined in all order and shipping confirmation emails that are sent automatically for every order placed on focaldecor.com.
We’ve located your order (#14187) and will be reaching out to you directly to ensure your issue is addressed as quickly as possible. If for any reason you don’t see our email, please check your spam or promotions folder, or contact us again through our website’s support form.
We never want a customer to feel ignored, and we will do everything we can to resolve this for you.
Warm regards,
Focal Decor Team
Went with several of focal decor…
Went with several of focal decor pendants for a kitchen remodel and could not be happier with how they came out!
7 mei 2025
Review zonder uitnodiging
Read the awful reviews!
Read the reviews! This company is terrible. Will not refund purchase. Does not respond to (multiple) emails. Would give no stars if this were an option.
27 maart 2025
Review zonder uitnodiging
Antwoord van focaldecor.com
Hi ME - We have not heard from you previously, have no order history with you, nor did you provide your order details when we requested so we can provide you further assistance.
Could you kindly provide us with more details, such as your order number or any other relevant information such as shipping address or the email address that you provided on your order? Again, you never responded to our request for order details so we can assist you further. We are committed to addressing your concerns and making things right, and we look forward to assisting you. If your concerns are truthful, we find it quite odd that you have never reached out to Focal Decor customer support or provided any identifiable information about your order.
Please feel free to share with us any questions or concerns at support@focaldecor.com. Again, we have not heard from you previously.
Warm regards,
Focal Decor Team
BEWARE!
Purchased a light fixture with this company and it never showed up. When checking tracking it was returned to sender.
They will not provide a refund - and have stopped responding to try and help.
12 maart 2025
Review zonder uitnodiging
Faucet discoloured within 3 months. What customer service?
Purchased faucet - discoloured within 3 months, cannot be rectified. The chrome finishing is very poor. Would not buy from here again.
22 november 2024
Review zonder uitnodiging
Antwoord van focaldecor.com
Hi Madhu - We have not heard from you previously, have no order history with you, nor did you provide your order details when we requested so we can provide you further assistance.
Could you kindly provide us with more details, such as your order number or any other relevant information such as shipping address or the email address that you provided on your order? Again, you never responded to our request for order details so we can assist you further. We are committed to addressing your concerns and making things right, and we look forward to assisting you. If your concerns are truthful, we find it quite odd that you have never reached out to Focal Decor customer support or provided any identifiable information about your order.
Please feel free to share with us any questions or concerns at support@focaldecor.com. We have not heard from you previously.
Warm regards,
Focal Decor Team
STAY AWAY FROM THIS COMPANY, THEY DON’T KNOW WHAT GOOD CUSTOMER SERVICE MEANS
Horrible customer service and inaccurate description of their sconces. You can’t speak with someone by phone, when you email with questions and concerns they are rude and condescending, taking days to respond. Their Thatcher sconce does not have a VERY important detail listed about the escusion size being smaller than standard. When I wanted to return the product because it would not work with a standard electrical base, I was told “read our return policy, it’s been over 30 days” WHAT?! When the problem wasn’t that I changed my mind but rather their poorly described product lacked critical information and wouldn’t work. WOW.
13 februari 2025
Review zonder uitnodiging
Antwoord van focaldecor.com
Hello Malaika - Upon further review of your order with us, we see that order #12607 was delivered to you back in October 2024. You requested to return your order on February 7, 2025, more than 3 months after your order was delivered, and more than 2 months outside of our posted 30-day return window. You quite clearly were aware of our 30-day return window given you stated to Focal Decor customer service via email, "I am requesting a one time, special consideration."
To avoid a frivolous and unnecessary issue such as this, we highly recommend you open and inspect the items you ordered upon receipt, and reach out to us immediately if the items are not the right fit for your project. We actually ask that customers do so directly in our Return & Refund Policy, "We want every purchase to be a positive experience, which is why we ask the following: Inspect your order upon delivery". Moreover, we recommend you consult with a licensed electrician and/or contractor prior to placing an order if you are unsure about the installation of particular light fixtures. The size and scale of the mounts for the Thatcher sconces are accurately reflected in the product images. If you were unsure about the size of the mounting hardware or are inexperienced with lighting installations, we highly recommend consulting with Focal Decor customer support prior to placing an order.
Lastly, please review Return Policies for any retailer prior to placing an order so that you do not need to request, "one time, special considerations" in the future.
Poor return policy
Poor return policy. No give or take whatsoever. After reading these reviews, I see I am not the only one who feels this way. Their answer to my request for a return:
"We have a 30-day return policy, which means you have 30 days after receiving your item to request and ship your return". Given you sent your request at a time with no ability to be able to send the return back within 30 days, you will be unable to return your order within the 30-day return period. The USPS does NOT accept return shipments on Sunday, and in order for your return to be sent back within 30-days, you would need to send it back on Sunday 2/2 which is not possible."
2 februari 2025
Review zonder uitnodiging
Horrible Customer Service - Waste of Time
Customer service is terrible- they won’t go the extra mile to give important details if something goes wrong with your shipment or order- or let you know the item you ordered is out of stock. It had been over a month since receiving “your item has shipped” details, which I assumed was coming from overseas. When I tried to track it, the details never showed up- so after a month I emailed to inquire why I had not received. After 2 days I received this “According to the carrier, the package for order #13447 was damaged while in transit, and cannot be delivered. A full refund for order #13447 has now been issued.” I emailed right away and said that I didn’t want a refund I wanted the light, I wanted a replacement (I had to email twice to get a response regarding this). Their response was simply unfortunately it is out of stock, and no known date of restock. After that there was no acknowledgement of my frustration, no further apology- I even had to email again to then request the refund. Based on other reviews, let’s hope it actually goes through in a timely manner. I am an interior designer, and will no longer be guiding clients to purchase through this company. Home renovations, time is very important, be warned this company will waste yours.
24 januari 2025
Review zonder uitnodiging
Antwoord van focaldecor.com
Hello - Please do not worry about needing to continue to request a refund for an order that has already been refunded. As per the email from Focal Decor customer support to you, you cite, "A full refund or order #13447 has now been issued.” If a refund has already been issued, as was clearly communicated to you, there is no need to send multiple, redundant requests. Please note, it can take several days for a refund to process and post to a credit card statement (this applies to all CC issuers), as is stated in our posted Refund & Return Policy: https://focaldecor.com/policies/refund-policy. A separate refund confirmation email was also sent to you in addition to the email you cite above. Moreover, we do, and did, sincerely apologize for the issue. Unfortunately, when an item is out of stock, their is very little that can be done to accommodate a request to send an out of stock item. As per Focal Decor's customer support email to you on 1/23: "A full refund for order #13447 has now been issued. We sincerely apologize for the inconvenience."
Lighting is not UL Listed and they do not honor their return policy
As an architectural designer I feel that I have to give a warning to customers – Focal Decor is a company that is presenting false information to customers regarding its products and return policy. For my kitchen remodel, I ordered several cabinetry door pulls and handles as well as (4) lights to coordinate with the cabinetry hardware (3 of the lights were from the same lighting family, the "Felix" lights). All of the items shipped (directly from China) at separate times and arrived on different dates. Some of the order took 4 weeks to arrive from ship date to arrival date. After all of the items finally arrived, my electrician informed me that they are not UL listed and could not be installed per the National Electric Code. Not only are they not UL Listed, they don’t even have the standard coloring of electrical wires and a grounding wire that is standard for installing lighting in the United States. Therefore, I started a return that was within the 30-days of receiving the final product of the order and was told that only (2) of the items were eligible for a return because all of the other items (cabinetry hardware and two of the lights) were past 30-days from the delivery date and ineligible for return. However, there is no way that I could have started a return until I received all of the products that were in the same, original order since I needed to verify if they all coordinated together. Additionally, the quality of these items is not as presented in the photos and description (ie the brass chord of the pendant lights are actually gold and do not match what is presented in the website photos and the metal shaft is a different length, and the cabinetry hardware material is low quality and the knobs are much smaller than presented in the photos). Lastly, they switched the shipment number on two of the products after I initially contacted them to start a return. Save your time and money and order with a legitimate company that honors their return policy and has lighting products that can be safely installed per the electrical code as required in the United States. Order #13209
26 december 2024
Review zonder uitnodiging
Antwoord van focaldecor.com
Hi Serena - As per the email you sent us on 01/17/25, "This is a 1-star review that I left on Trust Pilot that explains the reasons why I feel that all of the items in order #13209 should be eligible for a full refund. I would be happy to update my review to a more positive review if I am able to return all of the items in the order." Our posted Return Policy is not changed or modified because of a review. We have a 30 day return window. You are more than welcome to review our posted Return Policy prior to placing an order. Moreover, you are more than welcome to request a return, and return any items within 30 days of receipt of the items: https://focaldecor.com/policies/refund-policy
Company with poor return policy and…
Company with poor return policy and products. Do not recommend.
12 december 2024
Review zonder uitnodiging
Antwoord van focaldecor.com
Hi Catelyn,
We’re truly sorry to hear about your experience, and we want to help resolve this for you. After reviewing our records, we weren’t able to find any history of your purchase with us, nor did you reply to Trustpilot's request for more information about your experience, so we would love to learn more and assist you directly. Your satisfaction is very important to us, and we want to ensure that you receive the quality you expect.
Could you kindly provide us with more details, such as your order number or any other relevant information such as shipping address or the email address that you provided on your order? We are committed to addressing your concerns and making things right. Thank you for bringing this to our attention, and we look forward to assisting you.
Please feel free to share with us any questions or concerns at support@focaldecor.com. We have not heard from you previously.
Warm regards,
Focal Decor Team
Do not buy from them
Do not buy from them! They do not honor their "No Questions asked 100% Satisfaction Guarantee" return policy.
8 oktober 2024
Review zonder uitnodiging
Antwoord van focaldecor.com
Hi Exa,
We’re truly sorry to hear about your experience, and we want to help resolve this for you. After reviewing our records, we weren’t able to find any history of your purchase with us, so we would love to learn more and assist you directly. Your satisfaction is very important to us, and we want to ensure that you receive the quality you expect.
Could you kindly provide us with more details, such as your order number or any other relevant information such as shipping address or the email address that you provided on your order? We are committed to addressing your concerns and making things right. Thank you for bringing this to our attention, and we look forward to assisting you.
Please feel free to share with us any questions or concerns at support@focaldecor.com. We have not heard from you previously.
Warm regards,
Focal Decor Team
SCAM Alert
I ordered $330+ pendant lights from them 3 months ago and still have not received them. I reached out to customer support and they still will not issue me a refund.
3 oktober 2024
Review zonder uitnodiging
Antwoord van focaldecor.com
Hi Shelby - Upon closer review of your correspondence with Focal Decor customer support, according to USPS tracking, both packages for order #11415 could not be delivered because the delivery address provided on the order is incorrect. USPS tracking EXPLICITLY states, "No Such Number, ROSCOMMON, MI 48653, July 8, 2024, 9:04 am." Both packages were out for delivery back on 07/08/2024, yet we only started hearing from you over a month later on 08/16/2024. The delivery address provided was 119 Bittersweet Lane, Roscommon Michigan 48653. Neither shipment has been returned to us by the USPS, and we have requested multiple times from you to "please contact your local Post Office and file a claim/open a lost package inquiry with the USPS directly and as soon as possible." The USPS missing mail link was provided to you, and you have been provided with the USPS tracking numbers numerous times (USPS tracking numbers 420486539212490362719352240744 and 420486539212490362719352239748). If you do not directly reach out to the USPS to claim the packages at your local Post Office and/or provide the USPS with a VALID delivery address (both of which you have failed to do so going on three months now), the packages will NOT be magically delivered to the INCORRECT shipping address that was provided on the order. As we have been asking you to do consistently since our first email to you back on 08/16/2024, "Please contact your local Post Office and file a claim/open a lost package inquiry with the USPS directly and as soon as possible. The USPS missing mail page is linked here. If the USPS is unable to offer any insight on the location or status of your package, please reach back out to us with screenshots of the information provided by the USPS."
I'm thrilled with the results of the…
I'm thrilled with the results of the pendants we recently purchased from focal. The quality definitely exceeded my expectations given the low price, stylish but also well crafted fixtures.
18 augustus 2024
Review zonder uitnodiging
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