Urban Barn

Interior Design
Vancouver BC V6H 3G3
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69%

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Reviews for Urban Barn

Average customer rating:
6.9 10 (133 reviews)

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Private User
Private User
Private User reviews Ottawa, ON
0/10

Cancelled order but won't return my money

Be forewarned! I ordered a lamp back in early November from the Stittsville (Ottawa) Urban Barn store. At the time of purchase I was told I could cancel the order at any time - to just come back into the store. Half an hour later I purchased a lamp in another store and I went back to Urban Barn in order to cancel my order. I was then told that they cannot cancel orders -that I would have to call head office to do that. I did that the following business day and after two phone calls and lengthy discussions, they said they figured out how to cancel the order. However, the charge remained on my credit card! I have never been credited financially for this cancellation. I have made 5 phone calls to them to resolve this issue. Each time I have been given my case number and told that I will be called back or emailed the next day with a solution. I have never been called back or emailed by them. "The cheque is in the mail" is their repeated response. Ive asked to have a manager call me which they have not. It is now over two months since my original order was cancelled and I have spent countless hours on the phone trying to resolve this issue. I now have had to involve the credit card company to get my money back. I question if I ever would receive a refund if I wasn't on top of this situation and persistent. A customer should not have to fight for a refund that they clearly qualify for. It should have been done as soon as the order was cancelled. I do not feel that my situation is unique as there are numerous negative reviews circulating on line. Very disappointed in this Canadian company. So be forewarned shoppers! If you have any issue with this company or their products, dont expect an quick fix. It goes without saying that I will never shop again in any Urban Barn.

Approximate cost of services:
$285.00
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Frustrated
Frustrated
0 reviews Winnipeg, MB
0/10

Damaged Product Return

Picked up chairs. When unpacked at home wrong chairs. Then chairs were delivered but damaged. Store on Kenaston said I have to deal with Customer Care and I cant return to them. Was told on the phone that I will receive new chairs to replace the damaged chairs. Have no emails to confirm that I will receive replacement chairs or new receipt. Calle store again and the gave me number again for Customer Care. I am worried the chairs will come damaged again because in my view it was how they were packaged together in one box. Totally frustrating and I would not buy anything from them again.

Approximate cost of services:
$600.00
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Jim in Victoria
Jim in Victoria
0 reviews Salt Spring Island, BC
0/10

Return

Had to return a sofa we purchased. Was not happy about 15% restock fee, but agreed.
They took their money based on the entire purchase price, including tax. They said they do not tax the fee, but they have. Its only $51.00 in tax but the principle of the matter is what counts. They should have charged me based on the cost of the sofa, not including tax.
Very disappointed.

Approximate cost of services:
$3,100.00
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Tianne in Surrey
Tianne in Surrey
0 reviews Langley Township, BC
0/10

Churchill Table

Love, love, love my Churchill dining table and sideboard! However I would not recommend the Whitewash Sutter alabaster stainafter one year I noticed rust/orange colour spots starting to seap through the top of both pieces and have tried everything to remove with no success. Spoke with several customer service reps at the company and they said theres nothing they can do. Sadly I now how to live with these awful lookin stains on my beautiful dining set.

Approximate cost of services:
$4,000.00
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Private User
Private User
Private User reviews Edmonton, AB
0/10

Poor Customer Service

Very poor customer service. I ordered a bed and was assured it would be delivered on a specific date. Important as it was going into a extended care facility and needed to be there for the resident's occupancy. Not only was it not delivered as promised but I was mislead by the Mayfield location manager "Coco" who told me it was in transit when it wasn't and that it was in the Edmonton warehouse when it wasn't. She made no effort to resolve the problem, indeed her attitude was, Oh well, you can get a refund." I did and purchased a similar bed for less from a furniture where customer service matters.

Approximate cost of services:
$1,200.00
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Private User
Private User
Private User reviews Ottawa, ON
0/10

Don’t Shop Here

Do not buy furniture here. We purchased a couch and ordered the white Glove delivery service. They attempted delivery and decided they could not get it into our apartment building ! So they returned it. They charged us the non refundable delivery fee of $199 - which I am Ok with and another $500 to restock the couch. They say it was our problem to ensure we measured the apartment building halls, doors, stairways, elevators etc to ensure a successful delivery!

So we are out over $700 and have no couch!!!

Non of Urban Barns competitors have this restocking fee policy - shop with them unless you have $700 to spare!

Approximate cost of services:
$3,500.00
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Mt
Mt
1 review London, ON
0/10

Tomlinson accent table

I purchased item online & picked it up at a warehouse. Easy to put together so it was obvious right away that it was damaged. I notified customer service (as I couldn't locate a phone#) & was told I'd have to return the item back to the warehouse & pick up a new one or pay a $90 to have it shipped to my home! I let them know I'd be returning it & expected a refund. I returned it December 23rd & I can't even get a response from customer service about the status of my refund. Terrible quality & customer service. My worst shopping experience & wanted to warn others.

Approximate cost of services:
$300.00
1 of 1 people found this review helpful.
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Ian in Terrace
Ian in Terrace
0 reviews Thornhill, BC
1/10

Bradley faux leather chairs

Just purchased 6 faux leather Bradley chairs. First off, the instructions look like they were written by a 5 year old. The corresponding letters didn't match the screws. They even called the Allen key a screw! Really Urban Barn?? Stop outsourcing and use local technical writers. No excuse.

My first structural complaint is that none of the threads matched up with the frame holes. It took two of us to contort the chair while another person used the Allen key to screw in the screws. The screws literally only have a few threads worth of grip in the slots.

Secondly, the seat of the chair is supported by a reverse L-bracket. Instead of seating the L-bracket on top of the rear guide rail, it sits underneath. So when someone sits down on the chair the force is actually pulling on the bracket. From an engineering standpoint, it should be a top-mounted bracket where the bracket is pushing against frame when you sit down. Needless to say , my 280lb rugby-player brother-in-law won't be using these chairs.

My final complaint is that these small L-brackets are screwed against the pleather and the inside edge of the bracket is shearing against the fabric. I'm sure this will be separating years down the road.

All in all, it's a case of style over sound engineering. For the exorbitant prices, you'd expect better.

I won't be a future customer any longer.

P.S. On a positive note, the chairs arrived undamaged.

Approximate cost of services:
$1,800.00
1 of 1 people found this review helpful.
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Mac in Burnaby
Mac in Burnaby
0 reviews Burnaby, BC
9/10

Service

The staff were so helpful even on our third visit to help us. Finally the selection of the fabric and we were done! Thanks Nadan and the other friendly staff! Now just have to wait.... damn COVID.

Approximate cost of services:
$3,000.00
0 of 1 people found this review helpful.
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david in Toronto
david in Toronto
0 reviews , ON
0/10

What a screw up!

What a screw up!
We were moving into a new condo and purchased all new furniture – 21 pieces in total – no small order. Very exciting times as we have waited a very long time to find the right Industrial Style Condo.
We worked with the Sales Team at our local store in Ottawa to ensure that the furniture would be delivered for August 15th. This was EXTREMELY important as we had sold our current household furniture and my wife is disabled so we needed the new condo to be set up right away. We worked backwards from that date to place the order and pay in full.
The week of the move we followed up as we hadn’t heard from the 3rd Party Delivery Company, they were a Full Concierge Service, they were to deliver and assemble and set up all furniture. Guess what? They didn’t even have the order in Ottawa! They couldn’t deliver it on the 15th as they didn’t have it. Working with the store it seems something went wrong and the best they could do was to deliver it the following week. So, we moved in and for the next seven days we sat in lawn chairs and slept on a mattress on the floor – not a really good thing for my wife is lives in chronic pain. So much for planning ahead. The store offered us a 5% discount on our order – a bit of an insult. She advised that the Customer Care Department would be in touch – this didn’t happen.
Fast forward a week later and the truck shows up with the furniture. First thing opened on the truck is the Logan Display Stand, it’s got a broken shelf. We move along and get to the Gatsby Storage Bed. This has a huge scratch on the headboard and the side rail has a smashed corner, not good. The custom Bronx sofas arrive next. No legs for either of them and the upholstery is not well done. The Elba Swivel Arm Chair which was in stock when we paid in full didn’t even arrive, it was now back ordered?
Just to be clear these are the observations of the delivery company whom I sense is covering their tracks taking pictures and showing us the damages, so it appears that they have had trouble with Urban Barn in the past. Five out of 21 items damaged or incomplete, pretty bad results for higher priced items.
Again, was in touch with the Store Manager who advised that she had asked Customer Care to follow up in regards to our experience and to discuss further compensation. Not much of a “Customer Care Department”. They didn’t call and when I finally reached out to them they threw their Manager under the buss. Apparently on both occasions she didn’t ask them to call us? Long and short, they are ‘sorry’ but that’s about it!
Seriously Urban Barn has left a sour taste with their service and product. Can’t say that I would recommend them at all.
David and Brenda

Approximate cost of services:
$15,000.00
1 of 1 people found this review helpful.
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The reviews on this page are the subjective opinion of the Author and not of HomeStars Inc.

More about Urban Barn

At Urban Barn, design and comfort live in perfect harmony. We have furniture and accents to bring sophistication and comfort to every room of your home. Our knowledgeable staff provide pressure-free, approachable service. If you love your home, you'll love our modern furniture store. . . it's a given.
Company profile information is not moderated by HomeStars. Ask the contractor to verify before hiring.
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