"Bought a hood for my new lightweight…"

Bought a hood for my new lightweight waxed jacket. Hood described as ...compatible with jackets from the Lightweight Wax collection ...

Hood arrived wrong colour and studs did not fit. Called customer service for advice. Was told in a matter of fact way that ...the hoods do not fit jackets from the lightweight collection... I asked why there are studs for hood on jacket and was told ... the studs look like they are for hoods but are for decoration only...

Why advertise hoods for lightweight jackets if they are not for the same?

Terrible customer service

"Ruined Barbour Jacket"

I sent my Barbour jacket to be cleaned and relaxed. It was originally medium navy in colour but what I received back was unrecognisable.
The jacket returned to me was black and very creased and looked old, nothing like the jacket I had sent.
I rang the company but soon realised it was my jacket as when I turned the collar down there was the velvet collar and the number proved it was mine.
As requested, I sent Barbour photographs, also of how it looked before being sent for rewaxing.
I received a call saying that they wanted me to return the jacket but on reading reviews of other customers, I realised I may not hear from them for a considerable time if at all once they had the evidence back, and I pointed out that I had done as they asked and sent photographs which showed the difference before and after being sent to them.
In the end Barbour agreed to pay me back the cost of the rewaxing but not the cleaning of the jacket. I suspect that the cleaning was the cause of the excessive creasing and the rewaxing the complete change of colour.
Barbour warn that the colour may vary slightly, but not to this extent.
Barbour assured me the jacket would lighten and the creases fall out. It has lightened very slightly but still has the appearance of a very old jacket not al all the jacket I sent to them.
I sent Barbour a jacket I enjoyed wearing occasionally and received back a crumpled mess, old looking, much darker jacket which I have not worn since.
I will never buy a Barbour jacket again but those who have a waxed jacket I would suggest you try rewaxing it yourself rather than risk receiving back a ruined jacket.

"Superb customer service from Barbour."

Superb customer service from Barbour.
I purchased a long wax jacket before Christmas which cost over £300.00
Unfortunately it then developed a couple of major issues, including losing its weatherproofing ability. I emailed with my disappointment and they sent me a pre-paid postage label to return it. It was quickly received and they then offered me either a full refund or a replacement. I asked for a replacement which was delivered within 48 hours.
Thank you 😊

"Assistenza clienti Barbour"

Avevo bisogno di assistenza sulle taglie, ho provato a chiamare il numero dell’assistenza clienti e non ha mai risposto nessuno. Stessa cosa per quanto riguarda la mail assistenzaclienti@barbour..
Un’ultima chicca: sul loro sito se avete bisogno di assistenza vi indicano la mail alla quale scrivere: assistenzaclienti@carbour... Nemmeno loro sono stati capaci di scrivere bene il loro nome! Imbarazzanti e patetici

"UK made? Disappointed by the quality."

Very disappointed as wanted to support a UK company.

New circa 300 GBP wax jacket started to fall apart after 6 weeks from new.

I queried if the product was indeed made in the UK and I did not get a reply.

Email conversation took 2 weeks, with slow Barbour responses between mails and I finally decided to get a refund.

Refund was processed quickly, but that was the only positive I took from this experience.

"Misleading Promises and Poor Customer ServiceI purchased a jacket from this…"

I purchased a jacket from this company's Ashford Shopping Centre store with the promise of free alterations. However, when I tried to get the sleeves adjusted, I was told by customer service that this service isn't free. The inconsistency in information and the lack of transparency are disappointing. Don't trust their promises or expect good after-sales service. Avoid this company.

"Barbour - my loyal and faithful companion! "

I’ve been buying Barbour jackets and other products for over 35 years, and I can honestly say not one single problem. I’ve just had one of my jackets cleaned and re-waxed, it’s the first time I’ve used this service because usually by the time my jackets have needed a re-wax I’ve worn them out (horses and motorcycles), but my oldish blue Sapper is still in excellent condition, so I sent it to the factory for the clean/wax.
I received it back today, just two and a half weeks after sending it, and I am absolutely delighted … it looks great, the various panels were looking faded where the wax had worn off, and also different shades of the blue, but it’s come back to me looking all the same again, with that lovely feel and smell of a new Barbour, which maybe not everyone likes, but if you love Barbour then it’s all part of the joy of it. I see that some people have sadly not had quite the same experience as me, and I’m sorry about that as it doesn’t reflect my longstanding satisfaction with the brand, but for me Barbour have been a brand I couldn’t imagine not having in my life for a long time now, and I certainly don’t expect that to change, so thanks Barbour, from a very loyal and happy customer.

"Two shirts"

I asked Barbour to exchange two shirts I'd bought. Quite impossible said the person on the phone. Quite impossible said their supervisor.
So I returned the shirts according to their system, discoverable only after an email exchange with a worker.
I received acknowledgement of the shirt returns. Their target for refunds is 14 days.
After 60 days, and some reminding by email, I received a refund. That was followed up by an email indicating I would receive a gift by post as apology for poor service.
30 days later and I am still waiting for the gift.
___For improvement___
.1. Begin with a spirit of helpfulness towards customers
.2. Clearly signpost returns and refunds arrangements on the company website (and eliminate the circular page references)
.3. Improve query tracking and timeliness to support customers
.4. Keep promises

"E lo chiamano Servizio Clienti..."

E lo chiamano Servizio Clienti...
Ho acquistato un Beaufort Hooded e con l'uso mi accorgo che ha un difetto di imbottitura all'altezza delle scapole: lo faccio presente al Servizio Clienti, allegando anche le foto, che prontamente risponde alla mia email lavandosene le mani e rimandandomi al dealer da cui ho acquistato, pur confermandomi che i loro capi godono di una garanzia biennale.
Scrivo un'altra email spiegando che il venditore non fa altro che suggerirmi la richiesta di garanzia tramite il Servizio Clienti...
Attendo da un mese una risposta!
Pessimi!

"Poor quality Barbour Evie boots. Terrible customer service"

Bought Barbour Evie boots. End of October 2023. I wear mainly inside at work or day to day walking mainly pavements.
By Feb 2024 the sole has come away from one of the boots and starting to on the other. The elastic is also looking stretched.
Sent photos to Barbour and the supplier M A GRIGG) I bought from. Really poor customer service, no accountability for the terrible quality of a boot made by a supposedly reputable and expensive company.
I have to send them back so all the inconvenience and time wasted is on my part plus the fact that I have no boots to wear which I wear in work.
Very disappointed by the product but confounded by the awful customer service.