Barn Light Australia Reviews

Name: Barn Light Australia
Address: 7, Fibre Place, 7, Fibre Place, Carrum Downs
Rating: 4.90

4.9 Rating 143 Reviews

98 %

of reviewers recommend Barn Light Australia

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Phone:

38745500

Email:

accounts@barnlight.com.au

Location:

7, Fibre Place,
7, Fibre Place
Carrum Downs
3201

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Barn Light Australia 5 star review on 11th October 2023

Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Dixie chain light is fine however delivery came without the purchased globe. After 2 phone calls and an email still no globe. In fact no response to email other than auto receive. So I would class customer service and delivery as very poor. Will not purchase from Barn Light again.”

Helpful Report

Posted 2 years ago

G'Day Anne, My sincerest apologies for the delay in sending your LED bulb out in a timely manner. I can confirm that your bulb was shipped on the 7th of October, and should be arriving this week. As we attempt to train new staff in assembly & despatch, small mistakes do happen during that training period, and for that I take responsibility for not rectifying your order sooner. Unfortunately Jock (Mel's dog for 15 years) passed away on Tuesday last week and our staff are not exactly on their A-Game given that Jock was a regular character in and around our factories. Evidently some tasks and warranties were not prioritised as much as could have been last week. Our auto-reply email permits us to keep track of customer correspondence whilst also actioning problems as they occur - for that a member of staff sent your bulb last week without our oversight. Again, our apologies for the oversight. Kindest regards, Jesse-Lee Stringer Managing Director Barn Light Australia

Posted 2 years ago

“I ordered and paid for my barnlights on 4th April but they weren’t despatched until 30 April, almost a month later. There was no pro-active communication from Barn lights Australia to update me on the order or explain reasons for the delay. I had to do all the chasing. I’m happy with the product but the customer service was very poor.”

Helpful Report

Posted 4 years ago

G'Day Damon, Thank you for your review and I apologize that our product took so long to arrive to you. I personally take pride in our customer service however acknowledge your frustrations, this was not the experience we strive for and was shared by us both. Our Easter Sale that you entered in was a huge success and provided a far greater volume of orders than we ever anticipated. Consequently we ran out of stock almost 18 hours into the competition. As an Australian Made manufacturer, the quality of our product must be perfect once it ships from our factory. Despite our best efforts - your order was delayed twice, both times detained by my own hand (16/04, 21/04). Unfortuntaely the powdercoated sconce plate quality was sub-par due to oil spreading around the rim of the wall backing plate of your Austin Wall Sconces. The nature of Pearl White Gloss (the powdercoated colour) causes issues with the liquidity of the spinning oil in high temperature ovens leaving a bubbled, yellowed/charred surface at the bottom of the backing plate. Our first batch back from the powdercoater was delayed due to Easter Public Holidays then further whilst we attempted to refine the cleaning procedure. Whilst I normally attempt to resolve customer emails at the next available opportunity, I'm personally unable to answer every email, text, and phone call that I receive. As Managing Director (and Co-Owner) the quality of the product comes before the quality of the service, whether that be manufacturing or customer service. Admittably as an lighting company we can do better than that and that's why (from the time your order was placed to the date your review was posted) we've invested in both additional staff (three new staff members, an increase of 100% in one calendar month) and a custom built Customer Relations Management (CRM) system to resolve issues like these are our vintage pen and paper, and excel spreadsheet methods were obviously failed us both. Whilst our website is primarily for "order in, shipping tracking number out" our attempts in keeping customers up-to date has become troublesome of late. Your SMS requesting status updates were responded to as information became available to us. We've since opted to only answer SMS's from customers looking for information rather than status updates as it leaves the rest of my staff in the dark, whilst your review hasn't been the exact reason for this policy change its cemented our position for future ordering communication(s). With respects to shipping - Due to the nature of your order and the inconveniences received, we paid for Next Business Day shipping via TNT at our expense. We're glad to hear that despite the delays in manufacturing that you're happy with your new Barn Lights! I'll make sure our team is aware of these points so they can avoid making similar mistakes again in future and will also ensure that our communication is better tailored around individual needs - thank you for taking the time to write this review, your input has been most appreciated. Kindest regards, Jesse-Lee Stringer Managing Director

Posted 4 years ago

Barn Light Australia is rated 4.9 based on 143 reviews