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.

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.

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.

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!

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.

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.

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.

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

Urban Barn is the worst company that I have made a purchase from.
In a highly competitive industry, customers' service should be the company’s core value.
Here is some advice:
1. To train sales rep properly. When a customer purchases furniture from the store, let the customer knows that company’s policy with birthday month coupon actually is a big joke. Because the coupon is based on the date that the customer has been set up in Urban Barn’s newsletter system, not the date that the customer purchases the goods. In the situation the customers purchase the goods in the same month of their birthday month there is no guarantee the customers will receive the coupons because the purchase date does not count.
2. Increase sales with cutting off birthday month coupon is a not a good strategy. With intention to delay input customers' info into the system will save Urban Barn 15% of birthday coupon that would save Urban Barn some money but also will cause Urban Barn the loss of repetitive customers. Customers can be fooled once but not twice.
3. To train customer center and the sales rep tell the truth.
For the birthday coupon, there are a few versions
a. Customer center: the sales rep should set up the customer file with correct birthday month. If so, the customers should receive the coupon.
b. Customer center: Marketing department set up the rules. That is Marketing department’s decision.
c. Sales rep: Newsletter only send out the first day of each month, if the customer is not set up prior birthday month there is no birthday month coupon. For example, the newsletter sends out on May 1, the customer’s birthday is May 2, and the purchase happened in May 2, too bad, the customer missed the coupon because the newsletter sends out on May 1.
d. Sales rep: customer can receive birthday month coupon next year (should the customer be silly enough to go back to buy other goods).
4. To have the marketing department and customer service coordinate with each other.
a. Marketing department and customers service department telling different rules.
b. The policy should be top down not different saying from different department.
c. Should a company be coordinated, not acting like each department is a completely different company?
I did not receive my birthday coupon after I have called customer center twice, plus calling the store twice. The final result is the birthday month coupon cannot be received because I was set in the system late. Purchase date means nothing. I returned part of my purchase, but the love seat is considered a customized item that cannot be returned. Fine, I spent a fortune to buy a lesson from Urban Barn. Keep the 15% of coupon Urban Barn. I will let all my friends, my coworkers, and my society know what kind of company that Urban Barn is. This is my first time also my last time to purchase in Urban Barn.

Shockingly terrible service and support! Urban Barn confirmed a delivery date for before x-mas on a couch I bought with "custom" loveseat and chair to follow in six to eight weeks. Not only could I not reach Urban Barn for three days after delivery date passed, but each person I have dealt with either by phone or in-store has been very unhelpful. And lengthy wait times if you can ever get through at all. Ive purchased a complete house of furniture recently and have not had one problem with anything until urban barn. Refusing to cancel my order based on what they call "custom" pieces, I said no problem and patiently waited for delivery with intention of selling this furniture privately. So, it was delivered finally and the loveseat and chair dont match!!! hard to sell that way! Ive reached a manager at customer care who was equally unhelpful and am now on day three waiting for her to call me to let me know what we can do.(she said she would call me the following morning)In the mean time my mismatched furniture sits in my unfinished garage that is supposed to be empty for finishers to start next week! HELP!! Ive begged for them to take this furniture back as i can't sell them mismatched and since its urban barns screw up that leaves me in a pinch I figured it would be the only resolution. Nope, the customer care manager said they will get me matching furniture and asked if i would like to pick up at warehouse or store!? Um, what? Or i could pay for it to be shipped back to them and pay a 30%re-stocking fee that would be given to me by way of store credit. DO NOT BUY FROM URBAN BARN! there are too many beautiful furniture stores with great customer service and product.