Berkfield Home Avis 

Very disappointed with Berkfield Home. I purchased two matching gates and fencing/balustrade through Temu. My builders successfully installed the first gate, but when they opened the second, Berkfield Home had supplied the wrong post, meaning the gate cannot be hung.

I contacted Berkfield Home directly yesterday, sent clear photographic evidence and explained that my builders are only on site until tomorrow and have already been paid to complete the installation. I simply asked for the correct hinged gate post to be sent urgently, ideally on next-day delivery.

Their response was essentially that because I purchased through Temu, I must deal with Temu and they could not help.

I appreciate that Temu is the purchasing platform, but Berkfield Home supplied and boxed the incorrect component. This should have been picked up during basic quality-control checks before dispatch.

Temu has still not communicated with Berkfield Home despite me reporting the problem and providing photographs. Meanwhile, Berkfield Home already has the photographic evidence showing exactly what is wrong but appears unwilling to take any action to correct their own packing error.

Mistakes happen — but surely good customer service means trying to resolve an obvious mistake quickly, particularly when the customer has provided evidence and explained the urgency.

I am now facing being left with one gate and part of the fencing unfinished, despite having builders on site who have already been paid to install it.

For the price paid, I expected much better quality control and considerably better after-sales support.

The company Customer Services were excellent.I had chosen the wrong colour item. They were quick to respond to my initial query and subsequent emails resulting in a positive experience 😀

Fantastic customer service in regard to a return. Very happy with the promptness of the response and the resolution offered. I recommend Berkfield Home.

We were rather unhappy with one of the items we received but Holly dealt with the issue most professionally and far exceeded our expectations with the company. The other item we received we are more than happy with.

Prompt, professional and efficient Customer Service.

Holly could not have been more helpful over the return of a garden umbrella that we had ordered but unfortunately wasn’t suitable
Can’t fault the customer services department over the return

This is a very lovely company .. very understanding with my problem. Am very pleased with the result. Thank you. Highly recommend this company.

Had an issue with the item i ordered, package arroved damaged and open and it was impossible to identify whether there were any missing parts (we ordered a marquee) after the inital offer of a 25% refund and keeping the product they have come back with a full refund and we get to keep the product, that being said, given how dmaged the box was we doubt we'll be able to use it. Customer service was very good

Unbelievable experience but not in a good way!
I ordered a product from Debenhams as I was desperate for a solution for confinement for my cat post surgery - availability stated seemed to be within 3 days. Perfect. When Debenhams confirmed the order it stated 8+ days no good for me.

I contacted Debenhams customer service chat to notify a request to cancel order. They advised no can do. So I had to wait to receive it to return it .

I received it on 5th Aug (3 days earlier than was advised ) went onto Debenhams return portal and was given a message to email the vendor direct !
Nothing joined up here . So I promptly did so and since then have had 3 days of email ping pong with Berkfield Home that can only be described as surreal.
First they said your request will be passed onto a team to investigate.
I asked investigate what exactly this is a simple return of an unwanted purchase still in inner and outer packaging.

6th Aug
They then emailed to ask for my full details and the order details (already sent to them in the return request)

7th Aug
I reiterated I'd sent and resent - they asked them for photos and videos of the product. Mmmmm Said I. You want me to open the box unwrap the unused item and photograph it ? For what purposes . Surely they know what their product is.?
I told them I shan't do that just send me a return label please

The next email by now 8th August from Berkfield Home said as a "gesture of goodwill" they would offer me 25% to keep and not return the product - a "one time only offer " and we were in some negotiation.

I rejected and for the last time stated the timeline the reason and my right to cancel and return the unused Product for a refund.

I also engaged Debenhams customer service which was challenging - let's just say their Ai isn't very good.
I Insisted to be put through to a human - after the human getting involved Debenhams then wrote to me to say Berkfield were now offering 50% off for me to keep the unwanted item !

We did laugh because it was a bit Carry on Debenhams !
I wrote one final time to Debenhams stating that this vendor doesn't seem to understand consumer law and that my position is clear and final.

No more attempts to negotiate I am exercising my statutory right to cancel this online purchase under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Please Send me a return label

And agree to a return and refund

Painful and unnecessary waste of time for all concerned.

Finally a refund is being arranged before any return has been arranged - it suggests they don't seem to want this product back . Perhaps it isn't very good

Holly from berkfield handled my enquiry with mi dness and indetstanding i wd recommend tbis company ss excelkent communication thank you

Unbelievable service

Requested and refund and it was done with minimum fuss

Holly - customer service coordinator was amazing

Thank you

I bought a folding wooden table for a garden party. I liked it very much as it appeared in the website. However, when I tried to assemble it, I couldn’t as there was a problem with the holes for the nuts and bolts. It was not aligned properly. Hence requested to arrange for return and asked for a refund.
I was then offered 25% discount and then 50% discount to keep the item. Because there was a problem, I however wanted to return the item.
Then I was offered a full refund and advised to keep that item.
I really appreciate their customer service. I am so grateful for your trust in me and what I said and the support through out our conversation was amazing. Though I need someone who can make holes in the right place to assemble, I highly recommend anyone for their best customer experience. I especially want to thank Holy whom I contacted throughout and she was extremely supportive and always prompt in responding to my concerns.
I will be ever grateful to you guys and will continue to do shopping. Wishing you all the best 🙏🫶🏻

The experience was awesome,good customer service and no delay in responding to mails and very polite.its nice doing business with you,I have ordered some lovely mirrors from you and they are very nice and sone lovely chandeliers too

I ordered through Debenhams, in all honesty i didn't realise it was a "marketplace" item as it says nothing about that during the purchase.

Turns out Berkfield Home are a couple of people drop shipping cheap Asian toot.

I had two packages (of a 3 package order) arrive within 3 days, great you may think....think again, a further 7 days pass, still no third box (rendering the other two useless).

Made contact with Debenhams initially, who, if I'm honest, washed their hands of the whole thing, due to it being a "marketplace" order, and referred me to "Seel" (their 14 day returns policy company) , who in turn, said i had to contact Berkfield directly (facepalm)!

Made contact with Berkfield , after a couple of days they came back to me, insisting on a photo of the two items i had received before they could refund/return (completely irrelevant within UK consumer law for a return within 14 days) as this was not a damaged nor faulty claim, just a "not delivered"problem.

I did this, so they could "review" my case, unsure what they were reviewing ? the law maybe??

Anyway a couple more days pass (I've already ordered and received another bed from a reputable uk based company), Berkfield email and "as a gesture of goodwill" offer me a 25% refund and i get to keep the completely useless two boxes!

Obviously, i decline, then, another day later, they offer me a 50% refund and i get to keep the completely useless partially delivered items!

Again, i decline and request a full refund.

Silence....

Until i email to say, i will be visiting their registered offices this Friday to return the item in person, and hand them an invoice for my time.

a few hours later i receive an email to say my refund is being processed.

All in all, an absolute Shambles.

12 days, 36 emails and around 3 hours of my time wasted, all to return a partially delivered item.

shameful customer service on every level, i will never buy from Debenhams again, and well Berkfield Home.....You, are an absolute joke.

Item arrived later than expected and I purchased a replacement instead, however, I requested to return the item when it arrived and after several emails back n forth, I have been issued a full refund and no hassle to return the item. Very helpful customer service from Holly! Thank you for being so on it!

Holly was great. Very good communication.

Excellent customer service

Prompt responses to email. Professional, courteous. (Holly). Issue sorted.

Responsive and helpful customer service.
Replied to emails quickly and with helpful and friendly tone.