Barker and Stonehouse Reviews

Name: Barker and Stonehouse
Address: Haydock Park Road, Teesside Retail Park, Stockton on Tees, Stockton-on-Tees
Rating: 4.43

4.4 Rating 2,269 Reviews

87 %

of reviewers recommend Barker and Stonehouse

4.4

Based on 2,269 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 64%
Accurate And Undamaged Orders	Greater than 72%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	3.8 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

About Barker and Stonehouse:

Make your house a Barker and Stonehouse with our unique & inspiring furniture. Exceptional quality, value & style since 1946.

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Barker and Stonehouse 5 star review on 26th July 2025

621

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Terrible delivery service. If you live in “the west” (Manchester) the delivery process is completely unmanageable if you also have a job. They will text you the week before with a delivery date and if you can’t be home on that day you have to reschedule for the following week and try again, with zero flexibility in moving the date or requesting certain dates be avoided. Most people can take a day off work if needed for something like this, but not often with only 3 working days notice. After 3 weeks of waiting for the weekly lottery text telling me what date my table would arrive and it always landing on my working days I wrote an email of complaint to their customer services team and asked that someone call me to discuss options for delivery. Not only did they not reply, they immediately cancelled my order without any communication at all, so then I waited another week for my next delivery date and only discovered the order had been cancelled when I rang the delivery team wondering why I hadn’t got the usual text. My only option at this point after already waiting 2 months for the table was then to repurchase the table and start the process all over again. Unfortunately I have now had to buy a table elsewhere where the customer service is much better and people who work for a living are able to receive the items they have paid for.”

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Posted 3 years ago

“Anyone looking for furniture avoid Barker and Stonehouse like the plague. Look online - there’s hundreds of customers online in similar positions. We’ve always shopped barker for almost all of our furniture and have probably spent over £15k over the years. We replaced our LEATHER dining chairs in 2019 and despite ordering them we waited MONTHS for them to be delivered. When ordering I specifically asked for 100% leather chairs. They lent me a swatch of genuine leather which I took home to check colours and they said they were coming from Italy and were delayed (if I remember rightly with brexit). Anyway a couple of weeks ago I noticed a big white patch on one of the seats and on investigation the side had peeled off! I immediately sent images to Barker and Stonehouse and they sent out an independent company to inspect the chairs. They checked the environment, our care and took off the underside to take a piece of the ‘leather’ only to inform me they are vinyl - they’ve never seen 100% genuine leather. I asked for a copy of the independent report and then the emails started. Barker and Stonehouse confirmed they had sold us 100% genuine leather in good faith and needed to see what the manufacturer said. The manufacturer said misuse so sorry you’ve wasted £1651 I responded that Barker and Stonehouse had confirmed they were sold as 100% genuine leather and their independent report stated the condition and care were good and that they were not leather as stated. They then came back that it was a manufacturing fault BUT they would be charging us £668 for their ‘use’ over the period and we had £983 to re select from their current range - their most similar style (still not leather - plastic/vinyl chairs - are almost £600 each in the sale - so I get to pay £2700 on top for more plastic chairs… no thanks!) They’ve offered me £983 of my £1651 back… Absolutely disgusting. I had also ordered a bed in November 2021 and was told it would be delivered 21st February 2022. Then it was delayed to 7th March, then 14th March. Aparantly they only make them a week before delivery (as each delay has been just before delivery should have been). Apparently it could be a delay on fabric and I can possibly change colours or borrow the (damaged) shop floor model. This delivery is now at least 4th April so I’ve told them I’m cancelling (which given the chairs I am anyway). They said ok but now need to ‘check’. There’s absolutely no chance on earth I’m taking any goods from them. Our complaint has been escalated to their customer service manager who’s manner is abhorant. Fortunately I’ve recorded all telephone calls and have all emails. She’s rude and arrogant. Barker and Stonehouse no longer offer good quality goods and their aftercare is none existent and their waiting times are a joke. They now have a concession in Fenwick and while there yesterday we heard Fenwick staff dealing with at least one customer chasing Barker and Stonehouse… Look on their social media and the comments back up our circumstances and experiences. I’ve added some recent ones here too. I’ve offered them multiple opportunities to do the right thing given the loyalty we have shown over the years and they won’t. It seems they have a total disregard for their customers who will simply show their disgust by spending their money elsewhere and telling people to avoid shopping there. They used to be the premium go to for furniture but you can buy far better quality/service elsewhere for much lower costs. (Oh and when I pointed out miss selling I was told - ‘to be fair we aren’t doing anything that others aren’t doing’!) Please share so others don’t end up in the same position I have thousands out of pocket with items that don’t match the descriptions.”

Barker and Stonehouse 1 star review on 5th March 2022

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Posted 3 years ago

“Orders the herringbone sofa. They sent wrong colour. I’ve had to wait 6 months for replacement correct colour which I’m still waiting for. Duck feathers keep coming out of cushions. They won’t do anything. The swivel chair is awful quality and doesn’t feel secure they won’t do anything. No offer of compensation for all this trouble. Awful quality awful customer service. Avoid! £5000 what a waste.”

Barker and Stonehouse 1 star review on 18th February 2022

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Posted 3 years ago

“Horrendous to deal with in my experience!!! Faulty goods, loads of damage caused to my property on two separate occasions now during their visits and I am having to chase them daily to try and sort everything because nobody bothers to get back in touch. I would advise to shop with caution with this company based on my terrible experience!!!”

Barker and Stonehouse 1 star review on 10th February 2022

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Posted 3 years ago

“We visited a Barker and Stonehouse store on the assumption that the quality and service was good, given I'm from Middlesbrough, the town the store originated in, the reputation of Barker and Stonehouse is generally that of a quality store where you pay for what you get, in other words, you pay a bit more, and for what you pay for you get good quality furniture. Our assumptions were wrong, we paid well over £1000 for four chests of drawers, and we were told at the time due to lockdown that we would have to wait six months for delivery, which we were ok about, but were told there were two sets in store reduced as they were ex-display that could be delivered within a matter of weeks. Months passed, and the drawers still didn't appear, and so we called the store to find they hadn't even arranged to have the drawers delivered, they simply forgotten about them. So they arranged delivery and the drawers were soon received. For the other set we were told they would be delivered in July 2022, and that prior to being delivered we would be given at least two weeks notice that they were to be delivered. However, today, out the blue we got notified they were being delivered, it is great they are being delivered early, but we could have been on holiday or anything, luckily I work from home so could take delivery of them, because otherwise I'd have had to collect them from the depot as they were delivered using DPD and their policy is if the delivery is missed it is upon the person receiving them to go and collect two whopping great big sets of drawers from DPD, just how? Seriously, what is wrong with Barker and Stonehouse?”

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Posted 3 years ago

“Furniture…buyer be warned QUALITY CHECKS NOT CARRIED OUT OFFICIALLY TOLD BARKER AND STONEHOUSE HAVE STOPPED CARRYING OUT QUALITY CHECKS ON FURNITURE BE AWARE OF THIS BEFORE YOU PART WITH YOUR MONEY ... THIS WAS TOLD TO ME TODAY BY A MANAGER WHOS NAME I CANNOT PUT ON THE SITE.. ITS OFFICIAL ... SO BUYER BEWARE.. My table was delivered with the brass base full of dark marks all over the brass base and even a dent at the top . I didn't unbox the table top I daren't look at any more of the item. I am completely gob smacked at the appalling condition and how it could have possibly passed their quality checks to be released for delivery.!! Later found it didnt have a check!!! So now I have a big table top unwrapped on my lounge Floor, a table base that looks like it belongs in a skip, and my old table which was 10 times better was collected for charity yesterday, so now have no table at all, Buyers be warned!! I have notified barker and stonehouse, and also advised I will be putting a review up ..they didn't care.. not heard back yet-UPDATE never heard..so after calling again and speaking to 4 people NOW told ... Barker and Stonehouse do not carry out quality checks before furniture is delivered due to covid... BUT it is ok for the customer to be put out by having furniture delivered unchecked first, and then having to have delivery men in their home twice as replacement is needed, also have the upset trauma, and timewaste!!! And was told by a manager customers are supposed to be told that the furniture will not be quality checked... well i definitely was not told!!!! also I am told by a manager that its ok complain but the ombudsman wont offer more compensation than us... i was refused a delivery refund and offered 100.00 compensation... bear in mind a took a day off work, arranged for people to come around to assemble the table... large marble top, very heavy, waited ages for it... got to wait till next week now for a replacement, gave my old table to Sue Ryder which was 10 times better, left with no confidence that the replacement table with be fit for purpose or quality checked will be checked... although I am told that this time it will be, have all the inconvenience, time waste, stress, tears, as well as having to send in photos twice, ring twice, speak to four people in all. it has ruined my day and I will personally never ever buy from this company again... and I am told from a manager ... its ok complain... and we are not obliged to carry out quality checks... REMEMBER THIS WHEN CUSTOMERS ARE PAYING YOU THEIR HARD EARNED MONEY BARKER AND STONEHOUSE”

Barker and Stonehouse 1 star review on 7th January 2022

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Posted 3 years ago

“Our new sofa & chairs from B&S is due to be collected in Jan and fully refunded due to the attrocious workmanship..inconsistant filling, wobbly stitching, feet not fitting, nothing is symetrical, sofa dips down on one side as do the chairs. Worst though was the realisation that this 'quality' furniture is made from chipboard! Internal frame split on chair with broken wood inside. Nearly 4k worth of goods! Customer service was appalling, never rang us back that is until we asked for a full refund. A lot of these high street furniture stores goods are now made in China/Europe, mass produced using cheap materials on conveyors. Would not recommend”

Barker and Stonehouse 1 star review on 3rd January 2022

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Posted 3 years ago

“Nightmare experience from the start. Delivery dates changed several times from 1 month initially to 4 months. When finally available shirty customer care rep gave us one date for delivery and told us to take it or leave it or delivery will be next year! Customer care line is atrocious frequently get cut off and staff tell you what they think you want to hear but do not follow through with actual action after the call. Ordered 6 items of bedroom furniture total £4000 value. 2 of the 6 items were damaged on arrival and now have to wait a total of 3 more months for one of them to be replaced. Told us to dispose of one of the items (a mirror) as we saw fit as we had sent photos of all damage on unpacking. When new mirror delivered driver insisted we hand over broken mirror which had been disposed of! Again time wasted with customer care straightening the issue out. New frontier wardrobe was damaged on arrival and not of the quality expected for the price. Paid a joiner to assemble it. He pointed out that the damage caused was due to poor build quality rather than rough handling. Also he had great difficulty assembling it as many of the fixing points did not line up acceptably.. assembly instructions also poor with a complete section missing. On the whole a very dissapointing and stressful purchase with another 3 months to wait before it is likely to be concluded.”

Barker and Stonehouse 1 star review on 16th December 2021

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Posted 3 years ago

“Incorrectly labelled items. Orderef a natural colour coffee table... Received a black one took over 10 days for the replacement to be delivered which was dinted, chipped and stained. We are so annoyed and we got it discounted however, if we had paid full price I would be fuming. Barker and Stonehouse is an expensive store but the quality of the item delivered (regardless of whether it was reduced or not) is shockingly bad! Oh and if you are lucky the customer service people might not put the phone down on you!! The delivery drivers are wonderful though, friendly and helpful. They really are the saving grace for b&s.”

Barker and Stonehouse 1 star review on 1st December 2021

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Posted 3 years ago

“We order 4 stools August 10th, finally received them last 6 weeks ago 2 had to be sent back due to bring the wrong fabric that was requested. We are still awaiting the 2 correct stools. Every time I call I'm given the same response "I'll contact the warehouse and call you back" still waiting for the call back. Customer service is atrocious.”

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Posted 3 years ago

“Our order for a sette and chair was made in May 2021. We were expecting it in August. Three changes later to delivery times and the latest date is October 2021. I'm not impressed at all.”

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Posted 3 years ago

“I ordered two chairs and two foot stools 22/10/20. eventually told they would be delivered on 4/10/21. Today I got a phone call to say they had lost them and would I like to REORDER THEM Give me strength _____ go anywhere but Barker and Stonehouse.”

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Posted 4 years ago

“Beautiful products but if you have a issue with your order terrible customer service. The team are very apologetic but no action and no follow. I received 3 of my 4 chairs I ordered and 1 week on and having to call everyday we are still no closer to resolving.”

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Posted 4 years ago

“Not going to rant about after purchase customer care, just going to say i,ll never shop at this store again”

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Posted 4 years ago

“Had a nightmare putting legs on sofa as they only deliver at the moment, Instructions said handscrewdriver absolutely no chance, Power drill struggled and 1 .leg won't fuly screw in maybe a knot in the wood Rang to complain there only solution was to come and pick the sofa up,,,asked to speak to a Manager and it just rang out,no-one called back, God knows how old people manage with this. Avoid until they assemble at your home or take pot luck”

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Posted 4 years ago

“Absolutely appalling delivery system. Had to keep a whole week on hold as they could not give me a precise day until the week before. Was told the system worked for them - it certainly doesn’t work for their customers!!”

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Posted 4 years ago

“We had 2 Lenny chairs delivered just before Christmas from the Guildford store. One is perfect The cushion on the other one looks 10 years old. when I complained I was told there was nothing wrong with it and to knock it back into shape each time I sat on it. very disappointed Carolynne”

Barker and Stonehouse 1 star review on 23rd May 2021

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Posted 4 years ago

“Would give zero reviews if I could. 15 weeks still no sofa when promised 11 weeks. Can’t cancel as you incur additional charges. Then told delivery was 7 days now being told it’s 14 days as long distant even though we’re only 2 hours from warehouse. Then told they savant stick to the 14 days and it’s going to be longer. Then told they drop the sofa on your doorstep and don’t deliver to room. One thing after another with this company. First purchase is an awful experience and the last.”

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Posted 4 years ago

“We have experienced horrific and rude customer service from this company. 17 weeks and we are still without our furniture and little to no correspondence or information from the company. Stay clear!”

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Posted 4 years ago

“I would give 0 stars if I could. In November I paid £237.30 deposit for an order. By the end of March the only part of the order to be delivered was a £62 rug. When I tried to get the remainder of my deposit back for the I delivered goods I was told I had to pay another £62 before I could get a refund of my original £237.30 deposit. Absolutely disgraceful customer service. I have been a customer of barker and Stonehouse before, but never again.”

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Posted 4 years ago

Barker and Stonehouse is rated 4.4 based on 2,269 reviews