Norton Barrie Reviews

Name: Norton Barrie
Address: Springfield House, Water Lane, Wilmslow
Rating: 4.88

4.9 Rating 6,868 Reviews

98 %

of reviewers recommend Norton Barrie

4.9

Based on 6,868 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Next Day
On-time Delivery	99%
Accurate And Undamaged Orders	100%
Customer Service
Communication Channels	Live Chat, Email, Telephone
Queries Resolved In	Under An Hour

Visit Website

Phone:

01625 528233

Email:

enquiries@nortonbarrie.co.uk

Location:

Springfield House, Water Lane
Wilmslow
SK9 5AA

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Norton Barrie 5 star review on 11th November 2021

Anonymous

Anonymous // 01/01/2019

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

“I have repeatedly tried to work out a return to Norton Barrie and have been stalled and told things that were going to happen to help me but never happened. Be very careful these people do not tell the truth!!!!!!!”

Helpful Report

Posted 22 hours ago

Hi, Firstly, please accept my sincerest apologies for the frustration and inconvenience you have experienced. Unfortunately, I had a family emergency, as my daughter was unexpectedly admitted to hospital. One of my colleagues explained this in an earlier email, but I completely understand that this did not make your situation any less frustrating. I am truly sorry for the delay in dealing with your return. I can confirm that your returns label has now been sent to you, and you should be able to proceed with your return without any further issues. I would also like to reassure you that this is certainly not the normal level of service we strive to provide. At Norton Barrie, we hold our customers in the highest regard and always aim to provide a seamless, efficient, and enjoyable shopping experience from start to finish. On this occasion, we have fallen short of those standards, and for that I sincerely apologise. Thank you for your patience and understanding. We genuinely appreciate your custom and hope we can restore your confidence in us. Kind regards, Alex

Posted 8 hours ago

“Items are still missing”

Helpful Report

Posted 1 week ago

Hi Anthony, We fully understand your frustration and sincerely share your disappointment regarding this matter. Unfortunately, Royal Mail have let both you and Norton Barrie down by confirming the parcel as delivered when it appears to have been delivered to the wrong property. As discussed during our telephone conversation last week, please be assured that we are committed to doing everything within our power to resolve this issue as quickly as possible. I have contacted you again today via email to confirm that we have formally submitted a claim with Royal Mail. I will personally provide you with daily updates throughout the investigation to ensure you are kept fully informed of any progress. Please accept our sincere apologies for the inconvenience this situation has caused. Whilst the delivery failure rests with Royal Mail, we remain committed to supporting you until this matter has been fully resolved.

Posted 1 week ago

“First and last purchase. Very disappointed with Sandbanks Polo Shirt. It has holes in on the white zip section. Email sent in with photos and no response. Shocking customer service from this company.”

Helpful Report

Posted 2 weeks ago

We're very sorry to read your review and sincerely apologise for the lack of communication. Having looked into this, it appears your email was unfortunately missed during a particularly busy period. This is not up to the high standards of customer service we strive to provide, and it is something we will be addressing internally to ensure it doesn't happen again. I will personally respond to your email today so we can review the issue with your Sandbanks polo shirt and work with you to resolve the matter as quickly as possible. Once again, please accept our sincere apologies for both the delay in responding and the disappointment this has caused. Kind regards, Alex

Posted 1 week ago

“Really annoyed took my money over £150 for a bag then got a notification saying it’s being refunded - no email to say why and then takes up to 10 days to refund my money.”

Helpful Report

Posted 1 month ago

Thank you for your review. Following our initial response, we have now been in contact with you directly via email and have investigated the matter further. After reviewing the details, it became clear that the item purchased from Norton Barrie was a Holland Cooper dress, which was subsequently returned and refunded in line with our returns process. The bag referenced in the review was purchased from a different retailer, which understandably caused some confusion when reviewing the refund notification. We appreciate you taking the time to correspond with us and clarify the situation. We always aim to resolve any concerns as quickly as possible and are pleased that we were able to establish what had happened. Should you require any further assistance in the future, please do not hesitate to contact our customer service team, who will be more than happy to help. Kind regards, Alex Norton Barrie

Posted 1 month ago

“Been trying to sort a return out for 2 weeks I will not be shopping with you again and would not recommend anybody else too either Absolutely appalling NOT GOOD”

Helpful Report

Posted 2 months ago

Hi Matthew, We are very sorry to read this review. Having investigated the matter, we can see that we responded to your previous email with full instructions on how to return your order to us. Unfortunately, we have not received any further correspondence since then. We always aim to provide a high level of customer service and would never intentionally leave a customer without assistance. If you have not received our response, it may be worth checking your spam or junk folder. We would still be more than happy to help resolve this matter for you, so please contact us directly at enquiries@nortonbarrie.co.uk and we will ensure your return is dealt with as quickly as possible. Kind regards, Alex

Posted 2 months ago

“Very slow ordered coat on 15th May for next working day delivery we are now a week and 2 days after the order got put in & it still says the same on royal mail as for the past few days! We are expecting it! AVOID!”

Helpful Report

Posted 2 months ago

Hi Jennifier, We are very sorry regarding this issue and completely understand your frustration. Unfortunately, after investigating this with Royal Mail, it does appear that the parcel has been lost in transit. We have sent you a separate email confirming this along with details of your full refund. We dispatched the order via Royal Mail Tracked 24 service as selected, however on this occasion Royal Mail have clearly failed with the delivery. Again, we sincerely apologise for the inconvenience caused. We would also like to mention that this is the first correspondence we have received regarding the order. Had you contacted us sooner via email or by calling the store directly, we would have investigated and resolved this immediately for you rather than allowing it to continue unresolved. We genuinely appreciate your patience and again apologise for the experience on this occasion. Kind Regards Alex

Posted 2 months ago

“Placed my order on the 16th, ok that was a weekend.. selected the collect option… roll to Thursday 21st and still not received any notification if my order is ready to collect. I did send an email on the 20th, still waiting for my reply… goods paid for on the 16th May…”

Helpful Report

Posted 2 months ago

Hi Victoria, Thank you for your feedback and I’m sorry to hear about the frustration caused. I have looked into your order and can confirm that the collection notification email was sent on 17th May at 10:15am advising that your order was ready to collect. It is possible that this may have gone into your spam or junk folder. We have also checked our email inbox thoroughly and unfortunately cannot see any emails received from you on 20th May regarding the order. To ensure everything is resolved, we have resent the collection notification again this evening and you are more than welcome to collect tomorrow from 9:30am to 6pm. For future reference, if you ever have any concerns regarding an order, you are always welcome to call our store directly on 01625 528233 and select option 1 to speak with a member of staff. As all our stock shown online is physically available in-store, collection orders placed during opening hours are usually ready to collect within minutes of placing the order.. I can also see that this is now your 4th order with us, so I genuinely hope you have been happy with the service and products received from your previous purchases. We appreciate your support and hope to see you again soon. Kind regards, Alex Norton Barrie

Posted 2 months ago

“Awful. Ordered a pair of birkenstock boston suede and I've very obviously been sent the pair you've had on display instore. One is in pristine condition and the other has very clearly been worn many times. Suede is all freyed and dirty footbed. One looks 6 months older than the other. I paid for brand new not part worn. Don't think I'll shop here again.”

Helpful Report

Posted 3 months ago

We are very sorry to read your review and sincerely apologise for the condition of the Birkenstock Boston Suede pair you received. This is clearly not the standard you should expect when purchasing a brand-new item from us. All orders should be thoroughly checked before dispatch, and on this occasion we have unfortunately fallen short. We completely understand your frustration, especially when you were expecting a new, unworn pair and received an item that appears inconsistent in condition. Please rest assured this is not the experience we want any customer to have. You are more than welcome to return the item back to us for a full refund or exchange, whichever you would prefer, and our team will ensure this is dealt with as quickly as possible. If you could please contact us directly at enquiries@nortonbarrie.co.uk with your order details, we will personally assist in resolving this matter for you. Once again, we sincerely apologise for the disappointment caused.

Posted 3 months ago

“Please note your website that I purchased it thru said it would arrive in 2 days and I needed it for an event. Not only did it not show up in 2 days as the website states but it still has not arrived. Please refund me the full purchase price along with any shipping fees I paid”

Helpful Report

Posted 3 months ago

Hi Joseph, I completely understand the frustration here, especially with it being for an event but just to clarify the timeline: Your order was placed at 10pm on Thursday 2nd April. Due to the Easter period (Good Friday and Easter Monday), our couriers were not operating, so we were unable to dispatch the parcel until Tuesday 7th April. The order was shipped with UPS on that date. UPS did attempt delivery on 10th April, however unfortunately no one was available to receive the parcel and pay the required import fees. The current delay is not due to transit time on our side, but because the parcel is now awaiting release by UPS in the US. There is a small import charge of $27.90 that needs to be paid before delivery can be completed. As stated on our website, for international orders (including the US), import duties and taxes are the responsibility of the customer and are not covered by us. We would also note that this is the first time we have heard from you regarding this matter. Had you contacted us directly at enquiries@nortonbarrie.co.uk , we would have been more than happy to assist in resolving this for you sooner. Once this fee is settled with UPS, delivery should proceed without further delay. Unfortunately, as the item has been dispatched correctly and a delivery attempt has already been made, we are not able to offer a refund at this stage. If you need any help contacting UPS or resolving the issue quickly, please do let me know. Kind regards, Alex

Posted 3 months ago

“I did not receive my order. I did not expect to be at home in person or to have pay tarrifs.”

Helpful Report

Posted 4 months ago

Thank you for your feedback, and we're truly sorry to hear about your experience. We'd like to address both points: Delivery: Shipments are handled by UPS, and some deliveries may require a signature or in-person receipt depending on the item's value or UPS's fraud prevention protocols. This is to protect customers from porch theft and ensure packages reach the right person. We recommend contacting UPS directly with your tracking number to investigate what happened to your shipment, they can provide a full delivery report. Import Tariffs: Any applicable tariffs are a result of current U.S. government trade policy under the Trump administration's tariff program. These charges are mandated by law and applied by customs, they are not fees we set or profit from. We understand this is frustrating and unexpected, and we wish we had more control over this. Please reach out to us directly so we can look into your order and do everything within our power to make this right. We value your business and want to find a resolution for you. Kind Regards Norton Barrie

Posted 4 months ago

“Why was there an undisclosed customs fee? Why would I pay you guys $20 in shipping? Seems like dishonest advertising”

Helpful Report

Posted 4 months ago

“Great service”

Helpful Report

Posted 7 months ago

Hi Garry, Thank you for your kind words — we’re really pleased to hear you were happy with the service. It does look as though the one-star rating may have been selected by mistake. If you did intend to leave a higher rating, we’d be very grateful if you were able to update it, but either way we appreciate you taking the time to leave feedback. Kind regards, Alex Norton Barrie

Posted 7 months ago

“Not to happy to pay for delivery then have to pay to return, in fact it has put me of ordering, I did have a shop in Bolton that I used for many of years but this closed I still try to support you guys, but you are making it hard and not very competitive,”

Helpful Report

Posted 8 months ago

Hi Lloyd, Thank you for your feedback and for continuing to support us, especially after shopping with us for many years, we truly do appreciate it. Just to clarify the costs on this order. The £3.99 delivery fee you paid was for the delivery service you selected at checkout. This was provided and covered the shipping of your order to you. When returning, you chose to use our Royal Mail Tracked 48 returns label which costs £5. This is an optional service we provide for convenience. If you preferred to return the item yourself with Royal Mail or any other courier directly, it would have cost you over £6 to send, and in that case we would have refunded the full item price with no return charge at all. We do our very best to keep shipping costs as competitive as possible, however all orders under £50 have a £3.99 delivery charge. Orders over £50 receive free delivery. We hope this helps explain the cost breakdown clearly, and we really do appreciate your loyal support. We are one of very few independent family-run retailers left and we always want to be fair and transparent with our customers. If there’s anything else we can assist you with, please let us know and I hope this provides some clarity. Kind Regards Alex

Posted 8 months ago

“Very disappointing,I ordered a belstaff long sleeved t shirt for cloection, upon opening the package the following day I had been given a short sleeve t-shirt and had to make a twenty mile round trip to rectify Norton Barrie's school boy error”

Helpful Report

Posted 9 months ago

Hi Alastair, We’re really sorry to hear about your recent experience and completely understand your frustration. This was an unfortunate mix-up on our part, the long and short sleeve Belstaff T-shirts are very similar in code and packaging, and despite our best efforts, mistakes can occasionally happen. We truly appreciate you taking the time to come back to exchange it, and we’re sorry for the inconvenience caused by the extra journey. For future collections, we always recommend checking your item in-store at the time of pick-up, as it helps us ensure everything is exactly as expected before you leave. We value your continued custom, having shopped with us several times and we hope to make your next visit a smooth and positive experience as it always should be. Kind regards, Alex Norton Barrie

Posted 9 months ago

“Shirt came quick, however I paid $11 to ship it and then two days later got an email from ups saying I owed another 45$ in shipping charges, sent an email to Norton and was crickets back, no where in ordering did it say I would owe another amount which was more than half the cost of the shirt, without paying the 45$ the shirt would not have been dropped off”

Helpful Report

Posted 9 months ago

Hi Jared, Thank you for your feedback, and we’re sorry to hear about the confusion regarding the additional UPS charge. Unfortunately, due to the new U.S. import tariffs and customs regulations, all orders shipped from the UK to the United States are now subject to taxes and duties payable on arrival. These fees are set by U.S. Customs and are outside of our control. The shirt you purchased originally retailed for £230, and you managed to pick it up at a heavily reduced price of £76.66 plus shipping. As it was such a significant discount, we’re unfortunately unable to cover the duties and fees for items reduced to that extent. We do understand how frustrating these unexpected costs can be, and we’re always happy to clarify customs and shipping details before purchase. Thank you again for shopping with us — we appreciate your understanding and hope to welcome you back in the future. Kind Regards, Alex Norton Barrie

Posted 9 months ago

“The pants are too small and I had to pay an extra $40 when they were delivered and it’s too expensive to mail them back for a refund or exchange”

Helpful Report

Posted 10 months ago

Hi Karen, We’re really sorry to hear the pants weren’t the right size and that you’re disappointed with the return cost. We completely understand your frustration. We do offer a return service from the U.S. via DHL at a flat rate of $40, which also includes the option for an exchange. This information is clearly outlined in our Terms & Conditions and on the product page under Delivery & Returns prior to purchase. While we always aim to make the process as smooth and fair as possible, international shipping costs are unfortunately fixed by our courier partners. We do, however, appreciate your feedback and will continue working to make our return options even more convenient in the future. Kind Regards, Alex Norton Barrie

Posted 9 months ago

“Do exactly what they say on the website , brilliant service.”

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Posted 11 months ago

Hi Nik, Thank you for your review and appreciate the kind comments but you have left us a 1 star review instead of 5!!😂 Kind Regards Alex

Posted 11 months ago

“Terrible. Order placed, money taken and then email received to say that no stock was available.”

Helpful Report

Posted 1 year ago

Hi David, We're really sorry to hear about your experience. We operate both an online store and a physical store in Wilmslow, and while we carry out regular stock checks to keep our inventory accurate, unfortunately, mistakes can occasionally happen. Stock may sometimes be misplaced, mixed up with another item, or in rare cases, even stolen. As soon as we spotted the issue with your order, we notified you immediately and processed a full refund via PayPal within 24 hours. We understand how frustrating it is to place an order and not receive the item, and we truly apologise for the inconvenience caused. We appreciate your feedback and are constantly working to improve our systems to prevent this from happening in future. Kind Regards Alex

Posted 1 year ago

“I ordered a 2xl shirt. The shirt you sent me does not comply with U.S. men’s 2xl. I will have to return it.”

Helpful Report

Posted 1 year ago

Hi Christine, I have just checked your order and we can see that a size medium was ordered not a 2XL.

Posted 1 year ago

“Ordered a high value item 2.5 weeks ago on a guaranteed 48 hour delivery. Item didn’t arrive. Contacted customer service a week ago, had one email reply to say they’d look into it, contacted them again, no reply. Absolutely terrible experience. I’m out of pocket and nobody is giving me any answers.”

Helpful Report

Posted 1 year ago

Hi Lisa, I have reached out to you via email and resolved this issue. The jacket has been sent out on a guaranteed next day delivery and will be with you tomorrow. Please let us know if you don't receive it tomorrow and once again apologies for the mix up. Kind Regards Jessica

Posted 1 year ago

Norton Barrie is rated 4.9 based on 6,868 reviews