We’re real humans behind the Barn and we want to be transparent about what you’re reading about us online.
We’re not perfect, we make mistakes and we take responsibility when we mess up.
Listen, we’re not here to sugar coat a darn thing, of course every situation is different.
We want to put some rumors to rest and assuage any fears or concerns you might have about our service after reading reviews online.
Negative feedback is truly an opportunity for awesome – whether it is to learn from something we didn’t do right or to hear how a customer interpreted their experience with us.
We DO listen to these reviews and we’ll happily answer any questions you have about what you’ve read.
Here are three examples of reviews we’ve actually received, what happened and how we responded.
In this article, we talk through each review, describing what is actually going on in the background and let you know what to expect if you run into a similar situation with us.
Review #1: Numberbarn stole my money. I logged in and found my paid phone numbers had disappeared. No customer service replies or refunds.
In the event your payment method is declined, we notify several times via the administrative email on file in your account. If after 30 days, no payment is provided, as we state in our email notifications, we will suspend your account. If the account is suspended for 30 business days without any updates, all numbers are removed from the account. We will also stop charging you at that point. If you decide you want those numbers again, you can reach out to customer service and we will do our best to restore them. There’s no guarantee we can restore numbers after they are removed, as they are placed back within our carrier database, but we will absolutely try our best.
The key here is to make sure to keep your email address updated on file for notifications and to keep your account current each month to avoid service interruptions or your numbers to be removed.
Oh and our customer service is available Monday through Friday, 6am to 6pm Pacific time. We don’t have phone support, but our email response time is within 1-2 business hours. Send us an email and let us follow up!
Review #2: Takes them FOREVER to port out number, We purchase a number and it’s still not done yet. Don’t touch this company!!
You’re right, it can take what seems like FOREVER to port out a number. Numbers with us are landline/wireline numbers. They are classified by the FCC as this type, making them a bit more old school on the processing end of things. It will not happen in 2 hours, like mobile to mobile numbers.
Porting a number away to us, to a supporting new provider, will take anywhere from 3 to 10 business days. Sometimes it happens faster, sometimes longer, but this is the average time frame we see port outs happen. Here are the 3 common reasons a port out is rejected.
Review #3: Garbage company. Advertised a number as “get it in two hours” only to email two hours later asking for “verification” of my billing address and telling me it’ll now be up to ten days. Shady company and should be avoided.
Yes, we do flag some new number orders for verification. We have a fraud check in place that analyzes different account details and if a trigger is met, the verification for a new number order is required. We simply want to make sure that a real person with positive intentions has placed the order for the number. We’ve seen an uptick in fraud and we’re doing our best to ensure that we stay on top of it to keep our customers and company safe. In the event you order a new number from us, we’ll email you with simple instructions on how to proceed. You’ll follow those instructions and we’ll get your order processing quickly. Here’s where you can search for your new vanity number.
We believe behind every telephone number there’s a beautiful idea, opportunity, or person. We strive to create those meaningful connections every day. To learn more about us, visit NumberBarn.com and follow us on Facebook, Instagram and Twitter.
