I did a lot of searching before I ordered this lamp (I even did a rendering of the room I was placing the lamp in and pasted a picture of the lamp in it to see how it would look) - I'm very picky about our furnishings from the perspectives of look, feel & quality. I ordered two of them to be placed along side our fireplace.
The lamps came and they were extremely well made and the style was perfect for our great room. I had a problem though - both of them were damaged in shipping (the fitting at the top that help the bulb was broken on both of them). I was dismayed because they were so nice otherwise, and because of the potential hassle of shipping them back.
I contacted the company and spoke to Ian. He was very customer focused in how he handled my call. He recognized my order (I'm guessing that this is a small company that takes a personal interest & great pride in their work). He understood the problem and offered two solutions. He would either contact UPS and arrange for the lamps to be returned for repair, or he could send me the parts with instructions to replace them myself (he explained how easy it would be to do) and to keep the boxes in the event I couldn't do it and he would then arrange for return. I chose to have him send me the parts.
I called him on Friday - the parts arrived on Monday. They were just as easy to replace as he indicated. The lights are beautiful and they work perfect!
And even though they were damaged in shipping, this is just about the most satisfying purchasing experience I have ever had - this is due to the quality of the product, but more importantly how Ian handled the situation.
I highly recommend this company, their products, their staff, and their personalized approach to business.