“Corner Sofa and chair were ordered from Barker and Stonehouse (B&S) in September 2022, with the Original lead time quoted as 6 weeks. The sofa and chair arrived in December. On delivery, the chair had a hole in it. This was recorded by the delivery team and they reported this back to B&S. I rang customer services and was told I could not have a replacement chair but the chair would be reupholstered in my home, but they couldn't say when this would happen. Approximately 4 weeks later, having no further feedback from B&S, I rang again and was told we would now be getting a new chair at the end of March 2023, over 3 months after delivery. I pointed out that this was an item that had been damaged at the manufacturer and this was acknowledged by the delivery team, as the bubble wrap protection was removed in my home. I stated that the proposed replacement date was unacceptable and that an accelerated lead time was required. B&S later advised a new chair could be delivered by the end of February which I accepted.
We have purchased furniture on many occasions from B&S over the years and have always been pleased with the quality of the goods and the service given, however, our experience, in this case, has seriously reduced our confidence in using B&S again. I am hoping a top-quality replacement chair is delivered in February as quoted, but I remain very disappointed in the service given regarding this order, in particular, the poor quality checks on the furniture before delivery and the poor communication from B&S customer service.”
