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Barker and Stonehouse Reviews

4.4 Rating 2,269 Reviews
87 %
of reviewers recommend Barker and Stonehouse
Company Reviews Product Reviews
5,032
 Metrics Info
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
Read Barker and Stonehouse Reviews

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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Derek Hawkins
Verified Reviewer
“If you want to be lied to, mislead and deceived then Barker and Stonehouse is the place to go!! 15 months and three sets of sofas later and we have had to compromise to conclude our interaction with the store. Customer service is appalling, don’t return calls, lie and just basically pass the buck. Strauss Leather Sofas 1. Scraped on delivery so they sent out their own “Leather Expert” who stated it was a “Natural Scar” which we knew it wasn’t, so after much persistence they finally admitted it was damaged on delivery and offered a price reduction which we rejected, and opted for a replacement, so a replacement was ordered. Strauss Leather Sofas 2. Arrived but unable to get arm off to bring it in house, so back it went, then a delay over delivery protocols with their own delivery process which resulted in another company delivering it which added 6 weeks to the time. Then when it arrived it had pressure marks from the way it had been wrapped which again the “Leather Expert” was called out to try and rectify, and it was the same “Expert” [who we have since found out is actually a French polisher] but now employed by Home serve, so confidence wasn’t high. He stated they were pressure marks and managed to remove one [which returned a week later] but the ones he couldn’t remove suddenly reverted to “Natural Creases” After persisting for a second opinion on the faults, the assistant manager from the Newcastle store made a home visit and fully agreed the sofa was faulted and would arrange a full refund, but he then later contacted us and informed us his Head office did not agree with his assessment based on the pictures they had received from him and it was yet again a “Natural Leather imperfection” So after many more phone calls and store visits we were basically told go to the Ombudsman or choose yet another sofa. We chose the latter as we were basically fed up with the whole situation and went this time for material sofa. Throughout this whole process everyone within the Newcastle store was very apologetic and is in full agreement that we had been treat appallingly and our treatment had fell well short of what it should have, many promises were made throughout including compensation for our treatment, but I am not holding my breath for that. I had gone to Barker and Stonehouse because of their reputation but maybe I live in the wrong postcode or don’t drive a Range Rover based on an off the cuff comment that was made during one of our store visits. And just a footnote to this, while we looked around the Newcastle store for our replacement sofa, we came across our first damaged sofa for sale described as “Ex Display” You couldn’t make it up!!”
Helpful Report
Posted 4 years ago
L Dill
Verified Reviewer
“Shocking customer service, basically just ignore you if you have an issue. Even if the product is faulty. 4 emails - 4 phone calls - ignored. I will quite happily take my business to housing units. I will never deal with barker and stonehouse again”
Helpful Report
Posted 3 years ago
Anonymous
Verified Reviewer
“Very disappointed with this companies customer service and products. They delivered a couple of kitchen bar stools, one of which was broken. I have spoken with them twice and sent two emails and I am still waiting for a response and a replacement kitchen bar stool...... My order was originally placed 9 weeks ago.”
Helpful Report
Posted 3 years ago
Lollita
Verified Reviewer
“I would have put no stars if I could. This is a terrible company to deal with- their communication is terrible and not a trustworthy company. ordered my item 17th of February and since then it has been in and out of stock and lost emails (apparently) that have meant not only do I not have my item I have had to raise a complaint with PayPal to get any response from them. They say I will get my refund but I expect PayPal will have to nudge them to get that! This is not the sort of service I expect from a company linked with PayPal. Avoid! Avoid!”
Helpful Report
Posted 3 years ago
Patrick
Verified Reviewer
“Ordered bedroom furniture waited weeks for delivery then got delivery date and they changed it one day before delivery for another 6 weeks, leaving us without any bedroom furniture as we had got rid of all existing expecting delivery of new. Later we purchased three hanging lights to finish off our new Kitchen but all three were different. We thought we would give them one last chance a bout a wardrobe for our other bedroom and after 12 weeks they delivered and fitted the totally wrong wardrobe. Unfortunately our son who let them In didn’t know what we had ordered. We called to complain and were promised it would be sorted asap but after days we heard nothing, so went to the shop in Hove and requested a full refund. A very rude abrupt man barked we won’t refund you until we get our wardrobe back. Apparently it’s their policy, which obviously is in place because it happens a lot. We eventually came to a compromise and agreed to wait a further 14 weeks as we wanted to match our existing very expensive furniture. We were made to feel grateful to them that the said we could use the hideous wardrobe as a temporary measure till new one arrives. Barker and Stonehouse are the worst company we’ve ever dealt with and even the staff were moaning about the attitude of the company. Apparently they contact customers for them to give a review but for some reason they never sent us the opportunity to review their service. Well our review is that they sell expensive goods- they ask for most of the money up front then hound you three weeks before delivery for the balance even ringing whilst on our holiday then when they mess up they ignore you. All in all the worst service and it makes you wonder how many people will lose their deposits when they end up going bust which by their customer care means it won’t be as long as this complaint.”
Helpful Report
Posted 4 years ago
Beth
Verified Reviewer
“Purchased a leather sofa, based on the advertising that items are British made, and branded as high quality. We chose a leather that was not available immediately, so waited for item to be made. The sofa was shipped from China, so was clearly not British made. Quality of leather was lower than expected for the price, and the overall build quality of the sofa is low. After just 3 months the sofa shows signs of wear not acceptable for the price and promised quality. I contacted customer service, who were initially very responsive and helpful but have since gone silent, and I am unhappy with the lack of resolution and disappointed in the service provided.”
Helpful Report
Posted 4 years ago
Lynne Parker
Verified Reviewer
“This is how my missano sofa has gone after a couple of weeks... I thought by purchasing from b&s I would be getting quality... I wish I'd have gone to ikea instead .. I couldn't have looked any worse”
Helpful Report
Posted 4 years ago
Anonymous
Verified Reviewer
“We purchased a wardrobe in store for £1100 in July, and were told it would take 8-10 weeks for delivery (as the they do not keep stock in the UK, it's made to order in Germany). 8 Weeks came and passed and no word from B&S. After repeated calls, we were then told it would be another 4 weeks as the factory was backlogged. 4 weeks later the wardrobe parts arrived but essential hardware was missing AND the wrong parts and assembly instructions were sent as well. There was no way to construct the wardrobe (even in an incorrect configuration). After more calls to the B&S customer helpline, we were told they would have to order new parts from the factory -- another 6-8 weeks' wait. It's been 8 weeks now and we are still chasing B&S for the parts (that's 20 weeks!). Whenever we call, we get a different story from whomever is taking the call: 'the parts have arrived but it will take 7 days to transfer to your local warehouse", or the "systems are down and we cannot confirm that, but we'll call you back as soon as" (they never do!), or "sorry, the parts actually haven't arrived yet" then "once they arrive you can come collect them from our local warehouse to save time". We've had to fight for everything, and yes they have reluctantly agreed to pay for professional fitters to assemble the wardrobe when the parts finally arrive. But we have no faith that is going to happen before Christmas -- a full 5.5 months since they took our money. Every morning, we have to navigate the various stacks of wardrobe parts (doors, wall panels, fittings, railings, bags of hardware, drawers and shelves) -- plus our yet to be unpacked moving boxes and piles of clothes -- taking up every inch of floor space in the halls, bedroom and spare room. A first-world problem, I know. But we expected a far better service from B&S for what we paid them. Our warning to you -- DO NOT ORDER WARDROBES FROM BARKER AND STONEHOUSE.”
Helpful Report
Posted 3 years ago
Mr D
Verified Reviewer
“Shocking service - avoid avoid avoid. After receiving a faulty table I was sent another faulty table as a replacement. I am now being ignored on all email or telephone correspondence. £438 they have stolen!! Avoid avoid avoid”
Helpful Report
Posted 3 years ago
Laura Chalke
Verified Reviewer
“Terrible customer service from this company, went into store over 8 weeks ago and paid for a number of different items. We were told at the time of purchase that we would be able to collect items from store the following week and a member of the team would call to say items were ready for collection, we never received call. Had to chase and were told there was a slight delay. I'm unable to get any clarity from customer service about when i will receive items. Lie after lie after lie, no-one returns your call after promising to do so. Such a shame as products are nice. ZERO stars”
Helpful Report
Posted 4 years ago
Dean Harvey
Verified Reviewer
“Be very wary. They do not refund If you are dissatisfied with your purchase. Especially very expensive mattresses.”
Helpful Report
Posted 4 years ago
ZippyDude
Verified Reviewer
“Wow! DO NOT BUY FROM THIS RETAILER. Not only was the sofa we received from them faulty, but they failed to keep to their promises of compensation and refund. We purchased from Barker and Stonehouse (trekking all the way from Reading to Guildford) and, what seemed like an amazing company to buy from at the time of sale, we soon realised that when a fault occurred, they just didn't want to know. It took months and multiples emails and phone calls and even after speaking to senior staff, we were left with a very bad experience. My daughter was injured from the faulty sofa, and missed out on her Birthday celebrations, and both my wife and I had to endure emotional frustration. Seriously, if you want to buy furniture where you know you will have satisfactory customer service, go elsewhere, just do not buy from Barker and Stonehouse!!”
Helpful Report
Posted 4 years ago
Anonymous
Verified Reviewer
“I have been ignored for a month after endless emails and phone calls. I have now been told my £250 per chairs which have faded from a rich tan brown to white are sun damage and there is nothing they can do, bearing in mind I am very upset about this, they then go on to say if your not happy with the chairs then buy some new ones. Customer service is shocking! My whole house is furnished from this store. Please avoid - furniture is expensive, not great quality and the customer service is non existent!!!!”
Helpful Report
Posted 4 years ago
Anonymous
Verified Reviewer
“Appalling customer service. Took over 4 weeks to receive dining room table. It looks ex display. Have attempted to email, call and Facebook customer service. 2 weeks later and I'm being given the run around by customer service. Super disappointed in the brand.”
Helpful Report
Posted 4 years ago
Karen E Holland
Verified Reviewer
“Saltdean East Sussex Had to wait ages for the chef. Then wait again for gravy which was thick, stodgy and luke warm. Out of the 5 members of staff there 3 of them looked miserable as sin. They couldn't be bothered to do anything attitude. The ice cream machine was runny and then ran out. Won't be going back.”
Helpful Report
Posted 4 years ago
Simon Pridham
Verified Reviewer
“Well it is a shame that you have to leave 1 star, not happy at all with their customer service department, I phoned today regarding a problem with peeling paintwork on some bedroom furniture, absolutely no help at all, all I can say is stay clear, they charge top prices for the goods and supply poor quality items, this is not the first time I have had problems with their products !!!”
Helpful Report
Posted 4 years ago
Anonymous
Verified Reviewer
“Hi there, To whoever reads this review please take it seriously as I have never received such disappointing service before. This is actually the very first bad google review that I have ever written. Their stores look beautiful but that is it I’m afraid. I’ve spent nearly £3,500 with Barker and Stonehouse and wish I hadn’t. Here is my experience. 1. The delivery guys simply dumped my dining room table and couldn’t be bothered to install it as agreed in store. I live on my own and cannot lift up a solid oak table on my own. Also it’s not your everyday tools required to put it together. I had to give up another afternoon off work so that they could come back and assemble it. 2. 4 out of the other 6 items which were delivered that day were damaged. Rather than send replacements, they sent somebody round to just touch it up with paint. Shocking considering this is brand new furniture. One of the problems is a dining table bench which clearly has not been lacquered in the same way as the other bench. This has been confirmed from the furniture specialist they sent round who agreed something’s not right. I have not heard anything back from Barker and Stonehouse on this matter. 3. I am missing 4 metal prongs which should have come with the shelving unit I ordered. These are to support the shelf. On the phone, they surprisingly had no idea which ones I needed and I’ve been sent the wrong ones twice. I still have not received them. 4. Also, one of the items that was initially delivered was incorrect. They sent me a replacement today and guess what…. it is damaged. This has been going on for weeks now and wasted 4 days off work so that I could be in for them to keep coming round and fixing their many mistakes. They are also very non-flexible with long distance deliveries (even if you do only live 2 hours away!). There is something seriously wrong here and I really do urge you to NOT order from Barker and Stonehouse.”
Helpful Report
Posted 4 years ago
Ben S
Verified Reviewer
“Dreadful experience I don’t normally comment on companies however I do need to say I have found my experience with Barker and Stonehouse dreadful and will never be ordering from them again. We ordered a leather chair and after a few weeks found marks appearing on the arm. We reported it to Barker and Stonehouse and sent a photo. Before even reviewing this they alleged we had dropped something on it. They then sent someone out to review the chair. He explained it was a manufacturing fault and attempted a repair which although better was not great. Having not heard of anything for a month we called them to ask for a progress update. They then claimed the case had been closed weeks before as the report had allegedy said this was customer damage. Someone is lying here and I think I know who. It is such a shame as we really liked the store and the product doesn’t look bad. If you do order though be aware they will do anything they can to avoid providing a replacement.”
Helpful Report
Posted 6 years ago
Kirsty
Verified Reviewer
“WARNING ⛔️ Do not purchase any furniture items from this company. We spent a lot of money on a table and sofa and the service has been appalling. The table was delivered to the wrong address TWICE. We paid extra for assisted delivery but the couriers weren’t properly equipped to assemble the table and had to use my tools. They delivered on a wet day and didn’t have any shoe covers to enter the property. But, the best part, the table was damaged! We’ve had to deal with a third party supplier to ‘inspect’ the table who also went to the wrong address and then didn’t turn up at all. Throughout the entire process we’ve had to continually chase B&S for updates. This has been over a 2+ month period and we’re still left with a damaged table. It’s been a terrible experience and is unfortunately still ongoing. (Oh and the sofa was due in 14 weeks - it’s now been nearly 17 weeks and we still don’t have a delivery date). Avoid at all costs!”
Helpful Report
Posted 1 year ago
Anonymous
Verified Reviewer
“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.”
Helpful Report
Posted 2 years ago
Barker and Stonehouse is rated 4.4 based on 2,269 reviews
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