Berkfield Home Avis 

Ordered a windbreak with 5 day delivery. And 5 days later the courier still hasn’t received the item. Holly in customer service has been hopeless and simply directed me to the tracking link. So going round in circles at this point. I wish I’d read the trust pilot reviews before ordering. Next stop, reporting them to my credit card company.

EDIT - see the reply from Berkfield below. I’m in a doom loop now…!

Although the items I ordered were not suitable, Berkfield Home did the best they could to help me. They gave me a full refund! I was delighted with the service

Very helpful customer service and kindly offered refund for item without return

I purchased a windbreaker through Debenhams, a retailer I had always considered reputable, and received it last Thursday. I was immediately disappointed with the quality. For almost £50, I received something that honestly looked like it could have been knocked together in a shed with a blunt spoon.

The “poles” are essentially glued-together pieces of batten, several of which were already split and so badly splintered that I actually cut my finger trying to remove them from the box. The tarp itself is equally poor quality, more reminiscent of one of those cheap flags you used to see during the World Cup, complete with loose and poorly finished stitching.

Unsurprisingly, I requested a refund immediately after unpacking the item and have been battling with Berkfield Home ever since.

Initially, I was asked to provide photographic evidence of the faults. While I found this somewhat strange given the condition of the product, I complied and sent the requested evidence on Thursday afternoon. Despite several follow-up emails, I didn’t receive a response until Tuesday — at which point I was offered a replacement, despite having explicitly requested a refund.

I had to remind Berkfield Home that I had not requested a replacement and that, where goods are faulty, not as described or not fit for purpose, consumers have statutory rights and remedies available to them.

I have worked in customer relations for over 10 years and have spent the last 3 managing a team of experienced complaint handlers. In all that time, I have never experienced a company being quite so obstructive when dealing with what should be a very straightforward refund request.

The product itself is extremely poor, but the handling of the subsequent complaint has been even more disappointing. I certainly won’t be purchasing from Berkfield Home again, and this experience has seriously undermined my confidence in purchasing through Debenhams as well.

Save yourself the frustration and look elsewhere.

Worst customer service ever. Spent hours trying to sort out a return and refund.
Ordered from Debenhams website originally. Won’t ever do that again!

I had an issue with my product which took a few emails to resolve , in the end I received a full refund and am happy with the overall service

I would rate this company zero if I could. Absolute disgrace, tried to simply return a parcel that was not suitable, they tried to offer me numerous discounts to keep said item despite reiterating the fact I just wanted a simply return and that it wasn’t faulty! A headache I could have done without, I will be avoiding this company at all costs!

Excellent customer service, easy to access advice with an actual person not a chatbox. Would recommend them to everyone

Unfortunately the beds sizing wasn't advertised correctly and did not fit my space. I had a few back and fourths with customer service which was slightly frustrating however in the end, Holly fully resolved my issue, causing me less hassle by not needing to return the item, which I am grateful for.

We have had numerous issues with a product but throughout the whole experience the customer service has been amazing. A good out come also

Scam company trading through B&Q website

Do not order from them as they take payment and then ‘claim’ to dispatch items but do not actually do so and then refuse to ‘cancel’ even after 2 weeks of no receipt of goods (note they do not send goods at all as confirmed by courier company)

Now have to claim a refund through chargeback - trust pilot score is farcical just take a look at the many other 1 star reviews!

Awful company, do not buy any tents from this brand. I have spent £250 on a useless tent, not even waterproof in showers. Bending poles in wind, ruined the break away and a complete waste of money. I am now 5 emails in with Holly trying to get a refund, I have been offered a replacement of the same useless tent or 25% of my money back. Tent is not at all as advertised. Single fly, no fly net, weak poles and not even slightly waterproof. Company operates outside of legal trading.

I cannot believe this is the correct rating for this company!
I am trying to return extremely poor quality goods misrepresented through Debenhams and sold through Berkfield Home. As per my legal right I can return these items without giving a reason within 14days , and this company is fraudulently and illegally delaying this. Requesting photographs!!! Of what the unopened boxes !! It’s utterly irrelevant if I want to make a return I can, it’s the law, I do not need to send pictures or give any information , I would warn anyone doing business with this company that they do not follow the law and as such I would describe them as a scam company. These products sold can be purchased cheaply on a Chinese online platform VidaXL , they pretend they are something else by overpricing them with false information ! AVOID ONE month later still nothing .. you and Debenhams are utter scams!!

Holly was exceptionally great at handling customer service issue. That’s what my 5 stars is for.

The product I purchased I wouldn’t personally recommend, only because it was not advertised as needing a drill to put the table together. Otherwise I wouldn’t have purchased it.

Holly dealt with our issue promptly and very fairly . Thank you Holly for taking the time to rectify the issue .

My experience was poor. I ordered an item and a few days later I received an email saying my order had been cancelled at my request and I am still waiting for a refund. I emailed back to say I didn't ask to have my order cancelled and still needed the item, but I still have not had a response. No item, no refund and no communication. Buyer beware.

We ordered a small tent from these and found we actually didn’t need it. We contacted the team about a refund who honestly could not have been better. Holly was absolutely amazing, polite, respectful and unbelievably helpful. I could not recommend them more highly.

I had ordered blinds online through Principles/Debenhams. They were supplied by Berkfield Home. I understand now Debenhams act like a marketplace rather than andvend supplier. The blinds didn’t turn out to be what I was expecting and Berkfield Home initiated a full refund which came through Debenhams all within a few days or emailing Berkfield Home. So 10/10 for Berkfield Home.

Very helpful and professional

Ordered a duplicate item and the issue was resolved very quickly