barstools.co.uk - the bar stool and chair specialist Avis 

Réponse de barstools.co.uk - the bar stool and chair specialist

14 sept. 2026

Dear Leigh Taylor,

Thank you for taking the time to leave your feedback. We were sorry to read that you felt unwelcome during your visit, as this is certainly not the experience we want for our customers.

Following your review, we investigated the circumstances and reviewed the CCTV footage. This shows that you initially attempted to park in an area that is not designated or authorised for customer parking which is why our forklift driver asked you to move for operational and safety reasons.

Despite the delivery taking place, our main customer car park remained accessible throughout, and you were able to park approximately 10–15 yards from the showroom entrance, like other customers we had visiting at the same time.

As a working warehouse and showroom, we occasionally receive deliveries from large articulated vehicles. While we always try to minimise disruption, there may be brief periods where access requires a little more care than usual.

We are sorry if our forklift driver’s manner came across as abrupt and have taken your comments on board. We have also contacted you personally to address your concerns and offered a discount should you wish to return and make a purchase.

We feel we have made every reasonable effort to resolve what was ultimately a brief inconvenience during a routine delivery and are disappointed it left you with such a negative impression of your visit.

We would, of course, be happy to welcome you back to our showroom in the future.

Kind regards,
The Barstools.co.uk Team

Réponse de barstools.co.uk - the bar stool and chair specialist

Actualisé le 4 sept. 2026

Dear Claire Barrett,

Thank you for taking the time to leave a review. We’re sorry to hear about the experience you have described..

We have checked our records and can confirm that we do not have an order under your name. Due to this, we contacted you via Trustpilot requesting further information so that we could verify the details of your order and investigate the matter fully, but we have not received a response or the requested information.

We would very much like the opportunity to look into this for you. If you have placed an order with us, please get in touch directly with our team so that we can assist you:

Tel: 01425 610363
Opening hours: Monday–Friday, 9am–5pm
Email: sales@barstools.co.uk

At present, we have been unable to match the details provided in this review with the order information we hold, which leads us to believe that the order may have been placed with another retailer. We would, however, be happy to clarify this and investigate further if you contact us directly.

We look forward to hearing from you and resolving any confusion as quickly as possible.

Kind regards,
The Barstools.co.uk Team

Réponse de barstools.co.uk - the bar stool and chair specialist

2 oct. 2026

Dear Kirsty Tivey-Price,

Thank you for taking the time to leave your feedback. We’re very sorry to hear of your frustration and fully appreciate that the extended wait for your order has been disappointing.

Unfortunately, estimated delivery dates can change due to unforeseen shipping delays, port congestion and other circumstances outside of our control. We always do our best to provide customers with the most up to date information available to us, although we appreciate that repeated changes to these dates can be frustrating.

Having reviewed the notes and correspondence on your order, we can see that a full refund was available and offered to you during the period you were waiting for stock to arrive. You subsequently chose to receive a refund for one of the stools, while the remaining stool was delivered to you last month.

We are also sorry that the original stool you received arrived damaged. While we offered either a partial refund or a replacement, we completely understand the additional frustration this will have caused, particularly given the delays you had already experienced.

We sincerely apologise that your overall experience with us did not meet the standard we aim to provide. We appreciate your patience throughout and are sorry for the inconvenience and frustration caused.

Kind regards,
The Barstools.co.uk Team

Réponse de barstools.co.uk - the bar stool and chair specialist

7 sept. 2026

Dear Kevan Hand,

Thank you for taking the time to leave your feedback. We would, however, like to add a bit more context to the points raised.

Your order was placed on Monday, 17 August at 18:31, outside our office hours. When our team reviewed the order the following morning and identified a stock discrepancy, we contacted you at 09:57 to make you aware.

At no point was a full refund refused or withheld. From our first email, a cancellation was always available alongside the alternative options of waiting for the new stock due on, due end of August (27th) or changing to a similar model that was available for immediate delivery. As neither alternative was suitable, you chose a full refund, and your refund request was passed to our Accounts team on 18th August for processing. The refund was then completed in full and received by you within five working days, in line with the processing times advised.

As both an online retailer and a showroom, our stock levels are constantly changing as orders are placed across different channels. While we work hard to keep stock information as accurate as possible, occasional discrepancies can unfortunately occur.

We would also echo your recommendation that customers contact us before placing an order where stock availability is particularly important. Our team can also discuss availability in advance and, where possible, arrange for stock to be held if needed.

We apologise that on this occasion we were unable to fulfil your original order, but we hope the above provides some clarity regarding the options offered and how your full refund was handled.

Kind regards,

The Barstools.co.uk Team

Réponse de barstools.co.uk - the bar stool and chair specialist

28 sept. 2026

Dear Jennifer Horstmann,

Thank you for taking the time to leave your review. We are pleased to hear that you are happy with the two bar stools you received, although we are disappointed that your experience with the remaining item has led to this feedback.

We would like to clarify that pre-order and estimated delivery dates are displayed on our website wherever possible to keep customers informed of the expected delivery timescales. However, unforeseen manufacturing issues, cargo delays and shipping disruptions can occasionally affect these dates, and unfortunately, these circumstances are beyond our control.

Throughout this process, the option of a full refund for the outstanding item, a full refund for your entire order, or an exchange for an alternative model or colour was always available to you. We appreciate that you wished to wait for your preferred colour, and we did our best to provide the most accurate delivery estimates based on the information available to us at the time.

We appreciate that the changing delivery dates were frustrating. However, we must emphasise that the delays were not intentional, nor were the revised dates provided without reason. Our team can only communicate the delivery information supplied to us, and we have no control over unexpected changes.

Whilst we acknowledge that communication could have been more proactive, we do not believe it is fair to suggest that our team was deliberately providing unreliable information. The refund and alternative colour options remained available throughout, and we have sought to accommodate your preferences wherever possible.

Having dispatched and tracked the final bar stool, we can see that it was delivered to you at the beginning of September. We hope you’re just as happy with it as you are with the other two!

We regret that your experience has not met your expectations, but we remain confident that reasonable options were available throughout the process and that our team acted in good faith to resolve the situation.

Kind regards,
The Barstools.co.uk Team