Lock Stock and Barrel Furniture Limited - Ledbury

James A.

TV Unit is very high quality solid wood for the price, and looks better than the pictures online. We ordered online and Suzanne helped delay the delivery until after our room was decorated, and also organised for a hole to be made in the back which was done to a very high standard.

Mia L.

Bought a mahogany hifi cabinet which i bought back with me and a mahogany tv cabinet that was delivered.over the moon with both.superbly made.nice to see decent reproduction furniture instead of modern chipboard rubbish.customer service is second to none.would buy from you again anyday.

Janet P.

Was quite nervous about ordering furniture online but so glad I decided to buy from this company. Extremely pleased with all aspects of the experience. Very knowledgeable and helpful staff, spent great deal of effort keeping me well informed at all stages of the process, particularly during the recent severe weather disruptions. Driver was a credit to the company, all delivered safe & sound, was very courteous and amenable. Absolutely love the furniture and will definitely be back for more! A pleasure to do business with.

Alex M.

Buy with caution.

Sadly, one year in, we are still sleeping on a loose and squeaky bed that we paid £1,200 for. We are now very likely to have to pay for a tradesman to help solve the problem at more expense.

After raising the issue with the company, which was a poorly constructed pillar that the bolt thread could not catch on (the hole is too big), I was told to deconstruct the entire bed to make sure.

This is unacceptable service for a £1,200 bed. The bolt simply doesn't catch - it did not require the whole thing, which is delivered in 11 boxes, to be reassembled. I felt this was a delay tactic and just avoiding doing the right thing, which was to send a replacement post and take back the old one.

This is a real shame because the bed is stunning, but the service was, frankly, non-existent when it needed to be there.

If you see something you like and it's not right, that's how it will stay.

Clive T.

After handing over 260 for a deposit for a credit rating to purchase a bed on finance I still haven't received my money back from here lady was very rude and blunt over the phone. It should be an instant refund if paid my card not 3 days very disappointed

Lewis B.

Disgusting customer treatment. If you are thinking of giving your money to these sharks, please read the following review carefully.

About seven months ago, in July, we purchased a suite of furniture for a new bedroom. We had been customers of Lock Stock and Barrel for almost five years. And, until this morning, pleased with their service.

This all changed with a threatening voice mail that my wife received this morning, on a Sunday. A message that threatened, in no uncertain terms, to send a gang of thugs into our home and "take back the furniture" for an administration error that was *their* fault. In the midst of the third National Lockdown for COVID-19 no less.

We had purchased the suite of furniture using their finance agreement. We went through the process, were approved quickly, the purchase went through, and the first of our items were delivered. (We had to wait several months for the entirely of our order to be fulfilled, due to supply issues on their part. This might be a contributing factor to the administration error.)

Months went by, and we didn't see any payments taken from our bank account. I remember vaguely that there was an option to defer payments for a year, and assumed that this was the reason: we must have selected the option to make our first payment after a year. No problem.

About a week ago, my wife received an email and telephone message from "Suzanne" (no last name given), who appears to be the manager of the company. She had only just realized that the finance agreement had not "gone through".

From our point of view, everything went smoothly. We spent about an hour being subjected to a fiscal cavity search by Hitachi Capital, who then produced contracts, payment schedules, etc. Presumably, Lock Stock and Barrel Furniture Ltd received a similar note of a approval, because they begun fulfilling our order. But not problem. Accidents and mishaps happen. We're all struggling to get through this horrendous pandemic.

Suzanne sent an invoice to my wife, who agreed we would pay it as soon as soon we could over the next few weeks.

My wife, like many women right now, is caring for a child in lockdown, trying to work, and struggling to run a household while holding onto her sanity. She immediately forwarded the invoice to me to pay. And it sat it my inbox for five days until my next "admin" day, when I usually pay household bills. (I, like most people right now, face many work and business pressure, and put in a 60-70 work week over those five days.)

At this point, I must emphasise a few points:

(1) The reason Lock Stock and Barrel Ltd did not receive payment for our order was because of a problem between the finance provider and them. We followed their process. We were given approval. And we were told to sit tight and the money would be taken from our account.

(2) It took Lock Stock and Barrel Ltd almost EIGHT months to realize that an error had taken place, to notify us so that we could co-operate.

(3) As soon as Suzanne called my wife and told her about the problem, my wife assured her that we would make payment as soon as possible.

Only five days — FIVE DAYS! — after this conversation, she received a nasty and threatening phone call, threatening to send thugs into our home to reclaim the furniture. During a national lockdown no less.

Do you want to know the punchline?

The invoice that Suzanne sent to us contains NO PAYMENT INFORMATION. Apparently, I am supposed to guess her company's account number and sort code.

I was ready to pay the balance, about £2,500, in cash immediately and cheerfully. Mistakes happen. Admin errors take place all the time. I didn't even expect an apology for the inconvenience that I and my wife had been subjected to, through no fault of our own, and would have quite happily continued buying from them for many years.

This behaviour is disgusting.

My mother has a friend whose adult step daughter hanged herself in her family's garage because of threatening behaviour like this. She now lies dead in the cold ground, while her children grow up motherless.

Magnus

Could have been 5 stars, the furniture was well made and looks nice, but if buying bespoke be very very careful what you don't specify: I now have a chest of drawers which uses 80% of the potential storage space because I didn't specify internal drawer sizes (they stop 7cm short of the back - what a waste of space!). I was arguing that it is strange for furniture designed for storage, not to optimise the storage capacity where it has no impact on aesthetics or functionality.

Communication was also particularly poor: late replies to e-mails, the excuse for not replying within 5 days was "we're very busy and this wasn't a priority" (unbelievable). I even asked the lady I spoke with to stop interrupting me and she laughed at me.

John M.

Product delivery and aftercare are terrible. Happy to take your money and then ignore you.
Their delivery company “with 16 years experience” are hopeless and it would seem they never learned any customer service in all that time.
If you can shop somewhere else, please consider doing so!