Mathmos Recensioni 268

I want to make others aware of what I consider to be poor customer service when dealing with a faulty product from Mathmos. I recently purchased a £300 lava lamp, which unfortunately turned out to be faulty—the wax would only flow for about four hours before settling at the bottom of the bottle.

After reaching out to Mathmos, I was asked to go through a lengthy testing process that ultimately confirmed the bottle and wax were defective. I expected that they would simply send out a replacement bottle given the circumstances. However, they required me to return the faulty bottle first and wait for a replacement, which I found inconvenient, especially considering the high cost of the product.

As a result, I decided to return the entire lamp. Additionally, I was concerned to read in their communication that "Mathmos does not accept responsibility for goods that are lost or damaged in transit." My understanding is that under consumer law, particularly the Consumer Rights Act 2015, retailers are responsible for the goods until they are received, especially when the item is being returned due to a fault.

Given these issues, I felt that Mathmos did not provide the level of customer service one would expect when purchasing a premium product. I wanted to share my experience so others can be informed when making their purchasing decisions.

It is an interesting response from Mathmos as the Mathmos returns email quite clearly stated that they don’t cover returns loss/damage and it wasn’t until I challenged this they admitted to being responsible. Is that trustworthy behaviour? Additionally, regarding their point about returning a high value item I was in fact only expecting to have the bottle replaced not the whole product. Buyer beware!

For the price of these you would expect better customer service. Two bulbs sent and one was broken. Not interested to send a replacement bulb as apparently the second they send is a spare. Disappointing experience given the price of the lamps.

Excelent ,friendly quick and solid helping.

Gentleman I spoke to on phone, after the online access failed to work for me, was helpful, efficient and friendly.

I paid over £100 for a Mathmos violet and turquoise lava lamp and I have to say, I've been underwhelmed. The colours are quite dull when it gets going and not what I was expecting. Maybe the colours were a bad choice. Since then I have bought a cheaper brand for £15 and it has been far better.
Just goes to show that it's not necessary to go for the expensive one. My dad always used to say don't buy the cheapest or the most expensive but go for something in the middle. I should have listened to him....

Ich habe eine Bestellung auf mathmos aufgegeben, welche auch zeitnah geliefert wurden. Zum Zeitpunkt der Bestellung war die Rückgabefrist mit 30 Tagen angegeben. Nach 25 Tagen habe ich den Mathmos Kundenservice angeschrieben und um Rückgabe der Sendung gebeten. Nach weiteren 8 Tagen bekomme ich die Antwort, dass die Rückgabefrist leider bereits verstrichen sei und ich die Lampen behalten muss. Aha... Ganz offensichtlich versucht man es dem Kunden so schwer wie möglich zu machen, eine Bestellung zurückzugeben (keine Rücksendeadresse angegeben, man MUSS den Kundenservice anschreiben und fragen, dann kommt ewig keine Antwort, dann ist plötzlich die Frist angelaufen!?). Kann bedauerlicherweise nur davon abraten, hier eine Bestellung aufzugeben.

Bought the new Astro candle powered lamp (clear and pink) and love it! Great communication from them about delivery (was the first run of the astros and was put into a raffle due to high order volumes) and well packaged.
Made and built in the UK, a fantastic product. I haven’t owned a lava lamp in 20 years but they’re are still the best.

Lavalampe bestellt und BEIDE der mitgelieferten Glühbirnen gehen nach drei Tagen kaputt.

Kundenservice ist kontaktiert und reagiert jetzt schon seit drei Tagen nicht... Bin von der Qualität sehr enttäuscht. Auf der Website wird überall die höchste Qualität angepriesen. Wahrscheinlich hält die billigste China Glühbirne von Amazon länger.

Wonderful, beautiful products - and lovely, helpful people. It was great to actually see the different lamps, different colours and new models (including candle-powered lamps) when making my choice - great quality and good prices. I recommend going along in person if you can, but the online shop is also helpful and clear. Would not get my Lavas from anywhere else.

Like so many other reviewers I am sad at the huge decline in quality. I bought a new lava lamp and it was very poor; the plastic bottom was rough with chunks of plastic sticking out.

Mathmos sent me a replacement base & cap and this time not only was the base again poor, the cap was also damaged with a rough edge so sharp you could cut yourself on it.

I sent the whole thing back for a refund, and bought just a new bottle for my aging base. As many others have pointed out the glass it now terrible with so many imperfections it looks like it is covered in dust. Mathmos say this is expected variations, but I have never seen anything like this in decades of lava lamp ownership.

If Mathmos reply to this review I know from looking at other reviews that they will tell me I am wrong, that their quality is in fact fantastic and the lava lamps have not changed; but this is simply not true no matter how many times they say it. Quality has demonstrably been lowered / parts made cheaper and quality control seems to be non-existent.

You can get better for a two-thirds or even half the price.

The Sabine (2024) and Camille Walala special edition lava lamps look amazing in any room. The Walala lamp lights up the room and makes the room feel warm and cosy. The lava is interesting to look at; all the different shapes of the lava. The lamps even come in the colours that match your decor. It also blends in beautifully, whether you've got art deco, whether you've got vintage or even minimalist, and it can be the feature in the room.

The staff are professional and know there product the showroom is amazing I highly recommend MATHMOS

This is a beautifully made larva lamp , the tea light works really well and the larva flows very quickly. We have had an Astro baby for a very long time, so we knew the quality was going to be good . It arrived well packaged , very quickly within 2 days from ordering .
They are so relaxing to watch .

Amazing company with an amazing showroom, if you love lava this is the place to visit!

Trotz Server Problemen, ausgezeichneter Kundenservice und sehr zuvorkommende und nette Beratung. Freue mich riesig, dass ich die Bestellung telefonisch erledigen konnte. Nochmals vielen Dank.

Always a great welcome at the Mathmos showroom. Really knowledgeable staff and happy to let you look and ask questions about their amazing range. Very much worth visiting and as a bonus if you buy something there then you also get good discount prices.

The lovely lady who served us was extremely helpful with our lamp purchase, would thoroughly recommend your company

Mega fed lavalampe! Der hørte 2 halogenpærer med. Deres levetid er relativ kort. Nu er begge pære røget og jeg skal købe nye. Problemet er bare at de er stort set umuligt at fremskaffe pærerne i DK… nu er jeg tvunget til at købe pærer fra Mathmos hvis jeg vil have lys i lampen. Ret ærgeligt. Ellers et fedt produkt

Thank you for your excellent service , the wheel chair ramp was a plus too , lots to choose from and we were made very welcome , if your looking for authenticity this is the place to be , thank you for a great experience

Avoid this company.

My parents bought me a Mathmos lava lamp when I was a kid. Roughly 25 years ago. Back then their lamps were of good quality. I needed to buy a replacement lava bulb and so the original bulb has given me something to compare.

The original bottle had no branding on it. Their current bottles have bright white branding, that lights up through refraction and draws the focus away from the lava and on to the branding. Which is, both completely unnecessary and ugly. In the photos on the mathmos website, these bottles are displayed with branding that matches the colour of the wax. That is not the reality. The bottles are printed in bright white and are by far the most eye catching aspect of these lamps. The originals had no branding at all on the bulbs. So this is disappointing.

The wax itself seems to be of a lower quality, as during use it produces tiny floating balls of wax along with the large balls, rather than remaining clumped together like it did in the original bottle.

The light allowed to pass through the lamp is now decreased. The previous bottle used to produce beautiful dancing lights reflected on the ceiling from the moving lava. Now they are much diminished and basically absent. I would estimate that the lamp alloiws under half the lighting it did prior to the bulb replacement.

And finally, the original bottle was made of faultless glass. This one has numerous tiny bubbles that light up bright white by the lamp underneath due to refraction and are quite distracting. I have since read on the mathmos website that the mathmos manufacturing facility is of the highest standard; yet in the same breath are asked to expect these bubbles as a normal part of the manufacturing process. There were no bubbles in the glass of the original bulb.

I sent a letter of complaint to their company. The response I received was a list of all the reasons why I was wrong. Absolutely no humility, and no care for their customers.

These guys don't deserve your business. AVOID.

UPDATE TO REPLY BELOW: This is the standard response I received previously. As you can see, it's all my fault apparently as I've not understood.

I've had the lava bulb for 6 months now, and it produces more little balls of wax than it did at the beginning. The settling in period is utter crap and obviously a standard line meant to deflect attention away from the lower quality products they now stock and get you to overshoot the right to return period. Shocking tactics.

The branding does not light up any other colour than white whichever way you look at it. It looks nothing like the bottle displayed on their website. It certainly doesn't match the wax. And, it's an obvious choice to make the product branding stand out more than the product itself. It's a choice the company has made which they can't own up to. Also, as you can see in their response below, they're calling me a liar without calling me a liar. It's my fault apparently, my eyes that are playing tricks on me, obviously.

The bubbles in the glass may be listed in their FAQs, but what they aren't is present in the original bottles from the 90s. I have one in front of me for comparison. As such, I can say definitively that Mathmos's products have declined in quality.

Not only that, but their customer service is appalling as you can see below. When almost half of the reviews on trust pilot are from angry customers who've had a dreadful experience, it's time to stop blaming those customers, and actually get to the bottom of why they're angry.

As it stands, you dear potential customers, would be better off taking your chances with a much cheaper chinese knockoff that you can buy five times over for the price of one of Mathmos' lamps.

My opinion is still please do AVOID.