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

Antwort von barstools.co.uk - the bar stool and chair specialist

22. Juni 2026

Dear Stewart Wilson,

Thank you for taking the time to leave your review.

We are pleased that you recognised both our good customer service and the speed of delivery. However, it is disappointing that, despite two of the three points in your review being positive, you chose to leave a 1-star rating.

Regarding your refund, our Returns & Refunds Policy is clearly displayed on our website and is available to read before any purchase is made. By placing your order, you agreed to our Terms & Conditions, which clearly state that refunds may take up to 14 days to be processed after returned goods have been received and inspected.

We can confirm that your refund was processed well within the timeframe set out in our policy. Once a refund has been issued, the time it takes for the funds to appear in your account is entirely dependent on your bank's processing times, which are outside of our control. While we appreciate this may be frustrating, it is not a delay caused by our business.

We believe it is important that reviews fairly reflect the service received. In this case, we delivered your order promptly, accepted your return without issue, and processed your refund in line with our published policy. As such, we do not feel that a 1-star rating accurately represents the level of service provided.

Kind regards,
The Barstools.co.uk Team

Antwort von barstools.co.uk - the bar stool and chair specialist

4. Juni 2026

Dear Cheryl Broad,

Thank you for taking the time to leave your review and for confirming your order number. We are sorry to hear that your experience did not meet your expectations, however we would like to clarify a number of points to ensure full accuracy.

Firstly, regarding your order, the item selected was unfortunately found to be out of stock at the point of processing the information to our carrier. This was not a result of any deliberate withholding of stock information, but rather due to real-time stock levels updating within our system. Once the order was placed and the discrepancy identified, you were contacted by email within 20 minutes of placing your order. At that point, we offered you the option of an alternative product. We can see from our records that you called 24 hours later requesting a full refund, which was then actioned accordingly.

With regard to your refund, this was processed in line within the statutory and legal timeframe, as you mentioned. Once your cancellation request was confirmed, the refund was issued promptly on our side. As is standard, the time taken for funds to appear in your account can vary depending on your bank or payment provider and may be outside of our control.

Finally, we would like to clarify the distinction between prompted and unprompted reviews as defined by Trustpilot.

- Prompted (or invited) reviews are those submitted following an invitation sent by a business, typically after a transaction.
-Unprompted reviews are those left independently by customers without receiving an invitation link.

As such, regardless of the star rating, all of our reviews are unprompted. We can assure you that all feedback received is genuine, and we strongly refute any suggestion to the contrary.

We are sorry that you feel dissatisfied with your experience, however we believe the situation has been handled appropriately, fairly, and in line with our procedures.

Kind regards,
The Barstools.co.uk Team

Antwort von barstools.co.uk - the bar stool and chair specialist

4. Juni 2026

Dear Izzy Woodrow,

Thank you for taking the time to leave your review.

We would like to address the points raised to ensure the full facts of the situation are clear and honest.

Firstly, your order was collected by DPD on 20th May, and once collection was confirmed, a full refund was processed the same day. At no point were you refused a refund, and the matter was handled as soon as we were able to verify the collection.

Secondly, in relation to the reported damage, replacement options were offered promptly once this was brought to our attention. As is standard practice across most online retailers, we do request photographic evidence of any damage in order to correctly assess the issue and identify the affected area. This process is also clearly outlined within our Terms & Conditions.

Finally, regarding contact, we can confirm that our phone lines are operational Monday to Friday, 9am to 5pm. If you were unable to get through at any point, it is likely that our team were either assisting other customers or engaged with enquiries in our showroom. In addition, we also provide alternative contact channels, including live chat on our website and email, both of which are actively monitored and available for customer support.

While we are genuinely sorry that your item arrived in a damaged condition and appreciate the inconvenience this caused, we do feel it is important to ensure the facts are accurately represented.

Kind regards,
The Barstools.co.uk Team

Antwort von barstools.co.uk - the bar stool and chair specialist

19. Juni 2026

Dear Adam Hutchings,

Thank you for taking the time to leave such detailed feedback.

Firstly, we would like to apologise that your experience did not meet either your expectations or the standards we strive to achieve. We fully appreciate how disappointing it must have been to encounter issues with multiple items within your order.

We would, however, like to clarify a few points. All of our products are dispatched as brand-new items and undergo checks prior to leaving our warehouse. Unfortunately, once parcels leave our premises, any damage sustained during transit is outside of our direct control. Having reviewed your comments regarding the condition of the packaging on arrival, we will be raising this feedback with DPD and discussing the handling of the consignment. We will also be reviewing whether any improvements can be made to our packaging and cardboard protection to help reduce the risk of transit damage in the future.

With regard to the fire resistance label, all of our stools are manufactured with a permanent fire resistance label stitched to the underside of the product. Whilst the temporary swing tag may occasionally become detached during handling or transit, the legally required permanent label remains securely attached to the product.

We are grateful that you acknowledged the efforts of our customer service team. Providing prompt, polite and helpful support is something we take great pride in, and we appreciate your recognition of the assistance provided over the telephone. As you noted, alternative solutions were offered, including replacement items and alternative product options, before arrangements were made for the return and refund.

We would also like to address the comments regarding the refund timescale. Our records show that the returned items were received back into our warehouse on 7th May, and the refund was fully processed on 21st May. This was completed within the refund timeframe set out in our Terms and Conditions and Returns Policy.

As this was a larger order comprising multiple returned items, the inspection and processing of the refund naturally took a little longer than it would for a single-item return. However, the refund was still processed well within the published timescales.

Whilst we are disappointed that we were unable to provide a satisfactory outcome on this occasion, we appreciate the opportunity we were given to resolve the matter and thank you for your feedback. Customer comments, both positive and negative, help us identify areas where we can continue to improve our products, packaging and overall service.

We wish you all the best and thank you for your business.

Kind regards,
The Barstools.co.uk Team

Antwort von barstools.co.uk - the bar stool and chair specialist

4. Juni 2026

Dear Mr Nathan Bunting,

Thank you for your feedback. Whilst we appreciate your frustration, we feel it is important to clarify a number of points raised in your review.

Firstly, at no point were you told that you had to wait for the item to be restocked. Unfortunately, due to a stock discrepancy, the item was unavailable when your order was processed. We sincerely apologised for this error and contacted you within three hours of your order being placed to advise that we would be unable to dispatch the item as requested.

In that same communication, we provided an estimated date for when new stock was due to arrive and also suggested alternative products that were available. You subsequently confirmed that you wished to cancel the order, and we processed a full refund accordingly.

We would also like to clarify that your refund was issued within the legally required timeframe. Whilst refunds can sometimes take several working days to appear back in a customer's account, depending on their payment provider, the refund itself was processed promptly on our side.

Regarding the product listing, the item remains available on our website as a pre-order product, with the expected availability clearly stated. It is therefore incorrect to suggest that the item is being advertised as available for immediate dispatch when it is not.

We fully acknowledge and apologise that we were unable to fulfil your order due to the stock error, and we understand the disappointment this caused. However, we do not believe the circumstances are accurately reflected in your review.

We wish you all the best and apologise once again for the inconvenience caused.

Kind regards,
The Barstools.co.uk Team