Barker and Stonehouse reviews

Amazing service Highly recommended!

Beautiful LSA products fast free delivery would definately use again.

So pleased, I ordered it twice!i.

I liked the Wexford Console table, delivered last week for my dining room, so much that I ordered another one for my living room to put by the door so I can keep house keys handy in a bowl! And perhaps a vase of flowers! It's beautifully made and compact, but big enough to display stuff! Looking forward to the no fuss, but efficient and friendly delivery men bringing my 2nd table this week!

Is 6 weeks a long time in one's life?

They were very helpful, but having to wait for 6 weeks for my pillow seemed rather a long time and I did ask them to send it ordinary Royal Mail and not Parcelforce for which I have to sign. I can understand their reasoning and I just hope I'm in when it comes, otherwise it's a long way into Reading to collect it.

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Can't really say what the service is like until the product is delivered

I have placed an order and this has been acknowledged by an email saying the the table is expected to be available from 25th May and that I will be contacted shortly thereafter about delivery/collection. As i have paid £39.00 for delivery I expect this to be method chosen. Until the table arrives I am unable to comment further on the service.

Quick and Speedy

Very quick, received my ordered goods straight away.

Quality furniture, quality service.

My Vilette chair is gorgeous; a beautiful colour, solid manufacture and very comfortable. Got to go, I'm off to order the desk!

Excellent Service

Easy to use online ordering haveing checked the website for for stock.Prompt confirmation of order. Always helpful and knowledgable staff when I have had to phone regarding specific details on an item or delivery

One of the best delivery teams I have dealt with this includes the logistics team back at the depot as well as the drivers.

Fantastic service overall.

Okay online experience, poor offline experience

I rang up the Newcastle store, was put through to the right floor where i was to order my seats. The salesman who answered quckly qualified that i was making the purchase online and was rude about a query over whether i could pick up the chairs from the store.

He offered me no help and when asked whether there was stock in the Newcastle store ( i was interedted if i could purchase and pick up immediately and i would have gone into the store and purchased), he asked then asked whether i was online at that time. I said yes. And he said that the web page would show me. We then ended the call and the page merely showed a tick box that they were available. The customer service from him was shocking/ non existent.

If i'd been aware of another supplier of these chairs i would have gone to them because of his response. I\'ve actually chose to pick up from the Metrocentre which is a longer drive to avoid giving business to that store.

I added these comments to the order. I had a missed call and rang back which was engaged by your online order department. I was then called back by a nice lady asking what my query was, there was some confusion over who called who (i think you need a CTI system).

The lady was nice, apologising for the poor service, i just explained that i had added it as it was detrimental to the business. I don't think there was any malice in the comment, but she did say as part of her aplogoy that, "it doesn't matter what a customer is paying, they should all be treated the same." I had to laugh as i had not mentioned price to the orignal salesman or at any point in the complaint. In inferred that the £540 was not a great deal - and this was the customer experience call!

There was no motive in the complaint, but there was no solution offered. Only an apology.

I thought a good customer experience if you wanted to appease a customer like myself would be an explanation that the matter would be invetigated and taken up with the salesteam on that floor in the Newcastle branch, and possibly and offer of a free delivery.

I hope this is helpful, but it was a big fail in my eyes. I percieve your products and location are good but your customer service is very poor and would be a barrier for me buying from you in the future.

Reply from Barker and Stonehouse

18 May 2012

Good afternoon Chris,

We're sorry you were unhappy with the level of service we provided. We always try to ensure we offer the best level of service we can but unfortunately in your case we have let ourselves down. Let me assure you, as a family run company we wish to offer the best customer proposition we can and we are already investigating the problems you have experienced.

We hope you still feel confident to use us again in the future and give us a chance to show you we mean what we say.

Best regards

Barker and Stonehouse

excellent service!

I have ordered several things now, as the prices are very fair and competitive and the items are in stock.
The delivery drivers are very efficient and always contact you with a time of arrival.
The quality of the furniture is excellent.

Good solid furniture at reasonable prices

We bought the Hayden 2 door sideboard and we love it, it has a chunky modern feel and fits in well withour other furniture. It was in the sale, so we got a bargain and it was delivered exactly when they said it would be. Although we had to pay a bit extra for delivery we think this is ok because we live in Cumbria and don't have any Barker and Stonehouse shops nearby. We did look in local shops but couldn't find exactly what we wanted so we wre pleased that they deliver over here.

excellent service and really helpful, friendly people to deal with!!!

Thanks very much! Love the clock!
Deborah Gwynne

Good product at a reasonable price

My coat hooks arrived quickly and were well packaged. The only additional thing that could have been included is the screws and rawl-plugs for attaching them to the wall.

Excellent company to deal with

I'm delighted with both the product and dealing with the company. Barker and Stonehouse carry a great selection of quality products; the item I ordered wasn't a disappointment. In arranging delivery the company was friendly and helpful and I kept me informed throughout.

Great quality as expected

Good, clear website with a clear range of product. Sofas look great at home and the delivery service was spot on. Excellent value for money, as expected.

Recommended!!

excellent range

I love the range - the website was easy to use - I think that when there is a 9 week lead time on delivery the payment process should be deposit and balance. Can't comment on delivery as only just placed order

Rubbish

I ordered a Headboard from yourselves. You were quick to take the money out of my account. You then called me to say that the product was discontinued and that you would refund me the money..... I am still waiting for my refund from you.It is over one and a half weeks ago. I guess I will have to call the admin department on monday and make a complaint as I have not recieved a product from you and you STILL HAVE MY MONEY which I would like back!!!!

Reply from Barker and Stonehouse

16 April 2012

Good Morning,

We apologise if the refund has not yet been recieved at your bank, however we processed this through our system on 5th April upon your request. It may be worthwhile contacting your bank to confirm?

Regards

Barker and Stonehouse

Easy, user friendly shopping experience!

I found the site to be very user friendly and easy to navigate. It took me nicely through the products and what went with what! Good overall view of price, stock and product. Once purchase has been completed an email and text message are sent immediately as confirmation of order. Followed up quickly by a phone call to arrange delivery. A very nice relaxed buying experience and I would highly recommend this company and it's website.

Good value, great furniture, zero hassle

I was looking for affordable but more up-market furniture than I have previously bought. Barker and Stonehouse was recommended to me by a friend and although I had never heard of them, they seemed perfect - ready made furniture, recycled wood, good value and delivery price, easy delivery. I'm so glad I took the "risk" of using them. Their customer service prior to the delivery was fantastic and included arranging a date for delivery a couple of weeks in advance. I was particularly impressed that it was done via an email from an actual person of whom I was able to ask questions, rather than an automated message. The delivery men were polite and placed the chest of drawers in exactly the spot I wanted. It's exactly what I expected and lovely quality. Not only would I not hesitate to use Barker and Stonehouse again but it will be my first port of call.

Horrendous

Absolutely disgusted. Despite the excellent sales person in the shop the delivery men broke a ceiling light and permenantly stained a cream carpet with red ink. The wardrobe was damaged with a split base and did not have enough parts to build it. Despite complaining 8 weeks ago we are still without a wardrobe and still have a pink stain on our carpet. A very expensive lesson in poor customer service as they are unable to make decisions or resolve the issue.

Great company - great product for an offordable price and prompt delivery

I was really impressed with how efficient you were. First of all you sold the product I wanted at the most competitive rate. Your customer service was excellent and the delivery was prompt with the product very well package and arriving with no damage.

Fantastic customer service

My product was out of stock - excellent work done by customer service team to ensure I had a suitable gift delivered to me on time.

Technical glitch

Ordered a product online when stock was shown as 2. Received a call the next day apologising for the fact that no stock was held.
Notified that re-imbursement would take 3-4 working days.
Not good enough!!

Big name - poor service, expected better

Order was not delivered as agreed.

Updates only given when chased. Consistently unable to give a revised date for delivery to local warehouse i.e. "We're very busy & we're not sure what will be arriving on the van from our main warehouse each day...it could arrive today, we'll call you later to let you know if it's come in"!!

One of the products ordered was damaged. They sent out a technician a week later to inspect the damage. It was automatically assumed that a repair, carried out free of charge of course, would be adequate to rectify the situation! This isn't good enough...if I'd wanted to buy damaged/repaired furniture then I'd have gone to a second hand/antique shop.

This is the second time I've used them & the second time I've received damaged furniture.

Customer service representatives were polite & helpful but were unable to make any decisions unless authorised by the manager, who by the way, never made any effort to speak to me directly whilst on the phone or in the store.

All in all, very disappointing.

Very Good

From ordering to us receiving our goods we were kept up to date with emails and text's on how our order was being processed and when we could pick up our furniture.

Nice ...

Service was good, a little longer than expected but excellent product!

Quick and easy

Excellent website easy to order , very quick delivery

Furniture that will last a life time

Beautiful furniture that will last a life time

The wait was worth it

We ordered a dining table and 4 chairs. The wait was a little longer than indicated on the website. The delivery was also 30 minutes later than scheduled. However the furniture is good quality and we are happy with it. It would have been good to be kept up to date with estimated delivery dates rather than hearing nothing for 10 weeks.

Great value for money, super quick delivery. Excellent.

Great value for money, super quick delivery. Excellent.

Superb service

I ordered this item from the Barker and Stonehouse website and was amazed to find that delivery was free. The item was already reduced in price so I am more than happy with the service I received.

Very good but rather slow

We were told at the outset to expect a 5 week delay but we had Christmas and the New Year in this and it ended up taking even longer. However all other aspects were handled very efficiently and the product (a flat pack) went together without any problems and meets our expectations.

Great products, great prices, great service

Excellent variety of products, clear info on availability, fantastic price (by far the best I could find) and polite and helpful service - very happy customer.

Quick, easy and efficient

Web site easy to navigate, ordering simple. Pleased with price and quick delivery. Product looks fine, hopefully it will perform well. Very satisfied so far.

Good value and quick service - will place more orders.

Free p&p and competitive price made the candle I bought very good value. Delivery was within the stated time of 72 hours.

Unclear ordering system

I've ordered almost all of the furniture in my house from Barker and Stonehouse, and generally I've been happy with the products and the service. However, until the last order, I've only ever ordered in-store or chosen the home delivery option online. I hadn't attempted to order online for a product to be picked up at a store before.

There is nowhere in the ordering screens to allow you to indicate which store you wish to pick up from, and I had to send several e-mails to customer services to clarify which store it would go to, and when it would arrive. Then the original estimated arrival time was surpassed without any notification or apology. Not good really, considering how much they charge for their products.

I may have to look elsewhere for my furniture in future.

Reply from Barker and Stonehouse

01 February 2012

Good Afternoon,

I apologise you felt our click and collect service was unclear, we have made some changes to the system and hope you agree the changes have improved the ease of use and in turn will speed up the arrival time to the chosen collection point.

Kind regards

Barker and Stonehouse

Excellent

Really impressed with the quality and style of my new dressing table. Will be back!

Excellent service

Very quick service with free postage and packing. Impressive!

Fantastic service

Fantastic service, immediate delivery and a great price.

Nice product but service could be better

The console table is beautiful, looks just as advertised and really enhances the room. On close inspection there is a slight blemish on it, slightly disappointing for a premium brand but not enough to complain about. Delivery was a bit slow and not very well communicated, but on the plus side it was brought in and put in place with no need to unwrap or assemble.