Barn & WillowReviews of barnandwillow.com

Horrible experience. I placed an order which was not received. When I contacted customer service via email, phone and scheduled appointment to inquire about the order/shipping delay, I received no response, so I canceled the payment through my bank. Months later when I finally heard from customer service, I tried to reestablish the order only to have them not acknowledge my previous correspondence and say I should just place a new order online. There's no way I'm going to wait another 4 months to see if maybe this time I'll receive product...

I placed an order in May. The website said 3-10 days for delivery. After 10 days, I got an e-mail saying that their manufacturing facilities had shut down during Covid and were just opening up the next week (first week of June). It's now 5 weeks later and I have received no update about my order or when to expect it. I have e-mailed, and I have called and left voice messages, but no one has ever responded. Their online chat is never ever available. Avoid this company. They are completely non-responsive, unable to deliver product, but still taking orders online.

I ordered two Roman blinds from Barn and Willow with a continuous cord on both. When they arrived, they were shorter than they were supposed to be (I was hoping that they would stretch out as the fabric relaxed-they did not!). The draw cord (after 4 months) no longer works. I now no longer have a usable blind. I have attempted to contact them by phone, email and through a review to see if they will repair the blind. Crickets. I am so frustrated with the way they do business. My advice is to not do business with them.

I had such an awful experience I'm trying to leave my review everywhere I can to warn people of the terrible customer service since there are so many "good reviews" about this company out on the internet, mostly shared by influencers with blogs (who likely received free product), on instagram, and on Barn and Willow's own website. Pray when you order your shades that you do not have an issue because they are not eager to resolve anything and they do not stand behind their replacement policy. I ordered a single blackout roman shade that was $500 a few months ago. When I received it last month, at first glance it looks nice, but where the plastic loops are attached to the back blackout panel that allows the shade to close, the panel was punctured in areas where large stitches are, allowing spots of light to come though at those points. This blackout panel is something that was important to me and I paid extra for, I do not want holes in it allowing light to penetrate through during the day. I emailed two days after receiving the shade with photos and I got a quick response apologizing for the defect and offering a replacement. After that I did not hear anything back for 9 days (even after emailing several times asking for an update), and at that point they then turned around and said they heard from the factory and there was actually nothing wrong with the shade (what??) so they were no longer offering to replace it. So for $500 you can expect flaws in the products and apparently this is their standard, even though all over their website they claim they will replace any defective product. I emailed back and told them that is unacceptable and apparently "management" needs to review this before they can remediate anything. It's been 14 days and even after emailing to see if there is an update I have not heard anything. Their phone number also does not connect you to any real person, it goes to a voicemail and no one will ever call you back. Their customer service is a legitimate joke, its nonexistent. At this point I've disputed the charge with my credit card company hoping for some resolution because I do not trust that they will actually get back to me or make things right. Avoid this company at all costs!!

I ordered my drapes and they arrived in a beat up box from India, no where on their website says the drapes were made in India. Someone should investigate this company for fraud. The drapes were damp and smelled bad, I tried to contacted custom service for a return through phone and email but nobody got back to me after a week. If the owner of this company is reading this please get back to me.