I think I've been Barkering up the wrong Stonehouse. (Barker & Stonehouse)

Member Name: TheViolinist

Product:	Barker & Stonehouse
Date:	27/07/08 (344 review reads)
Rating:

Advantages: Pretty good customer service, nice furniture.

Disadvantages: Items are generally very expensive...and that's if they ever arrive.

Barker and Stonehouse is a furniture shop that has a solid and long standing reputation. Unfortunately, my recent experience of them has shown that they are failing to live up to this reputation and simply resting on their laurels.


- The Dilemma -

Four months ago, I made an order for reclaimed oak dining table and chairs with a matching side-unit. The expected delivery date was 7 weeks. Fair enough.

Six weeks later, I gave my current table and chairs away to my sister who had recently purchased a new house and had no furniture of my own; expecting my own new furniture to be arriving shortly anyway.

Little did I know, my table and chairs had apparently become like the Lost Arc and unfortunately Indiana Jones was unavailable.

Closer to the anticipated delivery time, I received a letter from Barker & Stonehouse apologizing for the inconvenience and informing me that the delivery could take another month.


- Making Contact -

I waited patiently. Closer to the end of the month I called the store to confirm that the order would indeed be delivered on the correct date this time. The reply was not what I would have expected; 'I don't know, it may or may not.' Not particularly what I would consider helpful. I find it rather worrying when even the store itself has no idea about where your order is.

Another few weeks passed and my patience was getting thin. I called again and demanded to speak to the manager. I explained my situation and that I was dependent on the table and chairs being delivered soon.


- A Resolution -

Helpfully, the manager agreed to let me borrow a clearance table and chairs which were delivered promptly.

Seeing the table and chairs I had ordered elsewhere much cheaper, I called up again to ask if the actual delivery would take much longer. Once again, I was told 'We don't know' so I canceled part of my order for the table and chairs and bought them elsewhere, where they were readily available.

After some further discussion, I suggested to that manager that I should be compensated for the inconvenience of my long wait so we both agreed on fifty pounds reimbursement.

Barker & Stonehouse does redeem a few stars because of the willingness of the manager to deal with the problems that arose, however, I doubt that either remedy would have been met had I not specifically asked for it.


- The Present -

At the time of writing, I have still not received the side-unit that I ordered and I will update this review when (or worrying; if) I ever actually receive it.

EDIT: On the 31st of July I finally received the side unit that I ordered; it may have taken a long time but at least it arrived.


- I'm Not Alone -

In the meantime I have spoken to a few of my friends about the situation. Surprisingly, they too had their own horror stories to share about things simply never being delivered. One friend had waited over a year for a sofa to arrive!


- Conclusion -

Barker and Stonehouse is not a cheap shop and my general rule is that the higher I pay, the better standard of service I expect.
Had this been a 'one off' problem I would be understanding; however, hearing the horror stories put forward by my friends has made me wary.

Summary: If you were thinking of refurnishing your house in about ten years, you may want to order some now.