"Quality not commensurate with pricing"

I loved Barbour throughout the years but the quality has deteriorated a whole awful lot. My last purchase (a quilted Lutz jacket) although very stylish and comfortable, has seen an unacceptable wear out at the internal collar (the faux leather layer) within the first two months of use. I do not mind paying for quality as i cannot afford cheap stuff, but (like other brands) lately the quality of barbour is no longer commensurate with the level of their prices.

"What has happened the Barbour quality?"

What has happened Barbour? Your goods are no longer fit for purpose. The amount of complaints on here about how poor the quality of your garments have become backs up my argument. I have emailed customer support several days ago and with the exception of an automated reply email I have heard nothing!

Very disappointed in the the service and even more with the quality.

In my opinion it is now just overpriced goods selling on what use to be a first class brand.

"Great Customer Service!"

I've purchased a number of Barbour items over the years and the standard of product quality has been excellent to say the least. On the one occasion recently that I found a fault with one of my items (Ashby Wax Jacket), Caitlin in Barbour's customer service team went above and beyond to resolve the issue and could not have been more helpful and polite during the whole process. I can't recommend this company enough.

"I bought last November '19 an"iconic"…"

I bought last November '19 an"iconic" coat in blue with 4 pockets.
From the first day I found that the sleeves of the coat, made of nylon inside, due to the heat, generated moisture and turned into water and cooled my arms, something that never happened with previous coats I bought from them. I went to the store where I bought it (EL CORTE INGLÉS, in Madrid, Spain), and they treated me as a fool and even today I am waiting for their response to my claim. I have been a Barbour user since my childhood, but I did not expect this deal and I think I will never buy a product of this brand.

"Purchased a pair of monty slippers…"

Purchased a pair of monty slippers which pull your socks down after a few minutes contacted Barbour and the customer service is none existent.. even though other people have said the same it’s not their problem.. don’t buy monty slippers absolute rubbish 😡😡😡

"Returned item and after waiting a month…"

Returned item that was completely different to how it looked online. Eg Different colour and material. But after waiting a month for refund they only sent a partial refund back for no reason. I would avoid in the future

"Dissapointed in quality of coat and customer service"

I brought a Barbour coat 8 months ago ready to wear for the winter period. I gave it it's first wash (using the washing instructions provided) about a month ago, and was disappointed to find that the zip had broke leaving the coat unusable. You do not expect this considering how much you pay for one of their coats or jackets! I have since tried to call the company - Redrae (who I ordered it from) but cannot get through and there is no option to leave a voicemail. I have also emailed this company about exchanging for a new coat as obviously this one is faulty, and they have not bothered to get back to me. I have since emailed Barbour directly about this issue (as could not get through on the phone to them either), and nobody has replied to me from there either.
I am really disappointed in the quality of the coat and customer service therefore, will not be recommending or buying another Barbour coat anytime soon!

"Awful. Sad Decline."

Used to be a great company with great quality. Gone really downhill in the last few years and since the advent of online shopping. Awful customer service that dont even pretend to try and help. Dont bother to contact them as you will be completely ignored. They have got greedy chasing sales and forgot about the loyal customers that helped them along the way. They will pay the price for their new arrogance im afraid.

"20 working days to process returns."

Bought an item which did not fit and had to send it back. The returns process was incredibly slow, customer service advisors were so insensitive to my complaints and came across quite rude.
Staff repeatedly quoted T&C and reiterated they have had a busy year and all returns now take up to 20 working days - which if you include the weekends adds up to a whole month!

Why not put measures in place or hire extra ad hoc staff to cope with demands rather than sit on customer’s funds.

I’ve had to file a Paypal dispute to get my money back. Do not recommend buying from this retailer.

"Awful customer service"

I took some gloves back to the store that I bought online in the black friday sale. The staff said they could do a straight exchange for another pair of gloves but as they didn't have the gloves they gave me the customer service number.

After spending over one hour on the phone to customer service, nothing was resolved. The customer service team were appalling and did very little to resolve the matter. They were like robots reading from a script and lacked any empathy.

Despite having the gloves in stick in a large, they refused to swap them or give us the same discount we had initially. Instead, they offered 10% (25% less than what we received at the time) at first before increasing this to 15% as a 'gesture of goodwill'. The lady insisted this was the most she could offer, but after one hour of not accepting the insulting offer, she managed to offer an extra 5% from somewhere and therefore lied to me for the previous 45 minutes. She even said the only way they could offer more is if they were faulty.

Their policy is extremely outdated and inflexible, leaving loyal customers like myself in a compromising position. Barbour should not doing promotional events if they cannot follow through with the after care. Other big brands like North Face emailed the same discount code so we could exchange a coat we'd bought in their promotional event for another size, which is what you'd expect.

I would advise not to order from the website of you want to buy from this brand as returning is not straight forward and exchanges are impossible.