Urban Barn Avaliações 

I purchased the Eloise sofa and ottoman for just under $4,000 while it was on sale. Unfortunately, the experience from start to finish has been incredibly disappointing.

At the time of delivery, I realized I had selected the wrong chaise configuration, which honestly felt bizarre given that I had measurements and assistance from in-store consultants during the purchasing process. Instead of offering reasonable customer support, I was initially told I would need to pay a 15% restocking fee, repurchase the replacement piece at full regular price, and pay delivery fees all over again. After several calls to customer service, they eventually came up with a “solution” that essentially waived the restocking fee. However, I still had to purchase the opposite-side chaise at full regular price, costing me an additional $550.

The delivery process was also frustrating. The order arrived much later than promised, and when I reached out for updates, customer service repeatedly said they would “get back to me,” but never actually followed up. After Christmas, we were left without a couch for an extended period, creating unnecessary stress and inconvenience.

Unfortunately, the issues didn’t end there. When the delivery team arrived to make the exchange, the order details were incorrect, and the staff seemed thoroughly confused about what they were supposed to take back. As a result, they left with 2 pieces (this is what was on the order), and the ottoman that was supposed to be returned remained at my home. It then took Urban Barn nearly a month to sort out the mistake, during which I received a slew of emails and voicemail messages that essentially implied I had refused to return the piece at delivery, which is absolutely not what happened. I had the delivery staff call their manager, who then instructed them to leave the ottoman. The entire delivery was disorganized, frustrating, and handled very poorly from start to finish.

What’s most disappointing, however, is the quality of the furniture itself. We’ve only had this living room set for four months, and the fabric is already heavily pilling, making it look years old. It was beautiful at first, but if this is how it wears after only a few months, I’m genuinely concerned about its longevity. It also seems unrealistic that a sofa at this price point cannot withstand normal day-to-day use in a household with three adults.

On top of that, the cushions constantly shed feathers. Feathers poke through the fabric regularly and are uncomfortable when sitting. For a furniture set at this price point, I expected significantly better quality & durability.

I bought my first higher-quality bedroom set from Urban Barn about 20 years ago, back when the company was much smaller, and customer service genuinely felt like a priority. They cared about building long-term customer relationships and ensuring people wanted to come back. Sadly, this experience felt like the complete opposite.

Overall, this purchase has been extremely disappointing, especially from a company I once was happy to support and recommended to others. Going forward, I will be taking my business to competitors - one of which I have ordered more furniture from and had a polar opposite experience. I left a similar review on the urban barn website to which they altered and said “pilling and feathers” are the problem, that’s it 🫠🤔.

An expensive extendable dining room table we bought a year ago has had a hinge in the slider mechanism broken for months and the wood is starting to show unusual discolouration. Customer service has been ineffectual and the part we were to receive to fix the mechanism ourselves has yet to arrive over a month later. We were told the discolouration is part of the”beauty”(!) We will never shop at Urban Barn again!

Recently bought furniture and happy with product and customer service.

We have had five separate orders with this company and they seriously could care less about their customers. We have nothing but issues with delivery and times and dates of delivery. One order has a couch and a side table. Got a message that the couch had finally arrived in their Ontario warehouse. It stated we would hear from the delivery company within 72 hours and we never got contacted again. It took 36 hours to get a response from their customer service contact center which BTW you have to email NO phone number. The didn’t reach out to me. Then I get a message that oh sorry yes we have your couch but we shouldn’t have sent a message your side table is not here it’s still in transit. I explained we have no couch and let’s just have that delivered and we can drive to your warehouse to pick up the table we can fit that in our car. A hard NO see don’t do that. Period. So we have to wait another couple of weeks most likely mid March to wait for a couch that is here in town that I have paid for including the delivery. The response to my saying this is not acceptable? So cancel your order then if you don’t like it. We escalate this to the head of customer service who basically said yep our policy is this and we won’t change it. Absolutely don’t care at all and she said the same thing cancel then. I have a full dining room suite that I ordered in December in another delivery order. Was told the table and chairs will be in warehouse early February with a delivery date of first week of March. I got a promotional email informing people that that same table is NOW in stock and order today to get one! I contacted customer service and said hey this is the table I ordered so when am I getting it? They say sorry we sold them all already you will have to wait for the next shipment in Mid March with an April delivery and again only an estimate! When I said I have been waiting since since December and I was told I was in that February shipment that’s why I even bought it, the same response don’t like it cancel it. Zero accountability and zero customer care. Honestly will NEVER shop here again.

I purchased a Braxton sectional from Urban Barn in December 2012. The written warranty brochure provided at the time of sale clearly lists FRAME, SPRINGS/WEBBING, FOAM SEAT AND BACK, and FEATHER WRAP FOAM CORE as covered by a “Lifetime” warranty — with no numerical limit, no “25‑year” definition, and no proration table disclosed.

On December 22, 2025, I opened a warranty claim after the sectional developed structural and cushion failures. Urban Barn arranged an independent inspection, and their own technician documented failures in the exact components listed as Lifetime‑covered.

Instead of honoring the written warranty, Urban Barn has since tried to reinterpret “Lifetime” as a 25‑year limit, apply an undisclosed internal proration formula, and charge me prorated repair fees that changed from email to email. At no point has Urban Barn provided the proration schedule or any written document showing that “Lifetime” was defined as 25 years at the time of sale.

On January 30, 2026, the Customer Care Manager promised a senior‑level escalation reply “by the end of next week.” As of February 8, 2026, no written response was ever provided. This pattern — missed deadlines, shifting explanations, refusal to provide documentation, and reliance on internal policies never disclosed to customers — shows Urban Barn is attempting to rewrite the contract rather than honor the warranty they sold me.

This is a factual account. I have the original warranty brochure, the receipt, the extended warranty booklet, the independent inspection report, dated photos, and the full email thread documenting Urban Barn’s promises and delays. Urban Barn had all required documentation from the start.

I expect Urban Barn to honor the written warranty and repair or replace the sectional at no charge. If the company continues to ignore the written contract, I will pursue formal remedies.

For future buyers: Based on my experience, I strongly recommend reviewing Urban Barn’s warranty terms very carefully and not relying on verbal assurances at the time of sale. The written warranty I received was later reinterpreted using internal policies I was never shown. If warranty coverage is important to you, make sure you get every definition and limitation in writing before purchasing.

Takes forever to get furniture. I got an email on Jan 19 that my items have arrived at warehouse and I would be contacted in 72 hrs for pick up well it’s now Feb 5th still no contact and I have contacted them twice asking when I would be contacted I ensured contact info was correct and still nothing despite them saying they will expedite it. I am ready to just get a refund they claim backed up due to bad weather however we have had great weather here there should be no issue if it’s at the warehouse and I am picking up!

My wife and I visited Urban Barn in Langley BC and made a purchase of a Santana sofa on Sale. We were advised they had 8 available as such we could delivery quickly. We paid for the item and delivery cost. We also advised we would be getting rid of our existing sofa and love seat quickly and as we were going on vacation the beginning of Feb we needed to ensure was ok. We were assured would receive an email soon to arrange delivery. Of note we also wanted a love seat and were advised to expect the loveseat version to be on sale in Feb. After two weeks of no contact I called the store who advised us to check with their Customer care centre, we did by phone also by email. We received a reply 3 days later advising they would review and get back in 3-5 days(?). After more calls to the store mgr we were again advised to have patience that they would look into that matter. Still nothing after 3 weeks and after disposing of our existing Soa and Loveseat , on Jan 28 I received an email stating they could not deliver and were processing a refund, which would take another 3 days .
Of note the Sofa is still on their website but now approx $400+ more.
A totally disappointing experience and will never shop there ever again.I will also be checking to ensure the refund in total was completed.

There was a location near my condo for years and I had a great experience every time I went in. Bought many small items and some larger ones (chair, couch) over those years and always went smoothly. The one time I had a product issue (a lamp broke after a couple weeks) they replaced it without hassle, which I appreciated. I recently ordered online (first time, this past December) and was a typical, accurate and on time experience.

Horrible customer service they do not care about the customer at all. They actually were going to send me a dining table and one out of 6 chairs as 5 were damaged in transit. Would not match the price of those for a replacement chair. Just no. Do not shop here. I cancelled the order $5000 worth and will never shop there again

I bought a couch from these clowns in November and when it arrived 3 months later(when it was supposed to be 6-8 weeks) what a disappointment!I have a bad back and needed a soft couch so I went to every furniture store in Langley and Abbotsford and sat on every couch in every store.I picked one from Urban Barn because it was the most comfortable couch I could find,even though it was way more than I wanted to spend but when it showed up it was hard as a rock.They assured me that it would soften up but almost a year later it’s still stiff as hell,as far as I’m concerned it was total false advertising.They said the one in the store was soft from all the people sitting on it but every time I was in the store there wasn’t a single person any where near that couch so it must have many years old to have been so soft.Their response to me was essentially “too bad so sad”.I should have gone with Lazy Boy or other reputable dealer.Between the crappy service and crappy couch I say beware of these shysters!

I recently needed to furnish my renovated house on the main floor, sofas, dining table, chairs, counter stools accessories and coffee table etc. I looked at several stores, Structube quality has gone down considerably, Mobilia, so so, and others, overpriced or just boring. I had a terrific experience at Urban Barn both in store and upon delivery, value, style and aesthetically, I would highly recommend. I have bought from them for years and am never disappointed. Also the fact that on several pieces for a very reasonable amount, you can select alternate fabrics and colours, it’s really the best. When I compared style, price and other stores, Urban Barn was the winner.

I’ve been a long-time Urban Barn customer, but this experience ended that relationship. I purchased an item, and less than 12 hours later it was marked down significantly overnight. I contacted customer service immediately and was initially told it might be reviewed as an exception, only to later be denied outright due to clearance policy.

While I understand policies, the complete lack of flexibility in such a narrow timing window (especially for a loyal customer) was deeply disappointing. Urban Barn ultimately chose to prioritize a modest price difference over customer goodwill. I won’t be shopping here again.

My Black Friday online purchase was unexpectedly cancelled and refunded two weeks after I placed the order. The message I got said they had to cancel my order due to lack of stock, yet the item is still selling at full price on their website. Most of the time this seller takes weeks to ship and I wouldn’t have been surprised if it took a month or more for the item to arrive, but instead it seemed they just didn’t want to reserve the item for me at the price I paid. Disappointing.

We purchased a custom sofa and loveseat from Urban Barn and were told it would be 6 weeks until delivery. We needed to make a delivery address change from Ontario to Alberta but did this within 1 week of ordering. It took multiple store visits and phone calls to ensure they had made the change. Every time they did not have the new information and once corrected said it was confirmed. Next inquiry, we found they had the initial address in the system. Finally when we were assured that was corrected (hours spent on our part - because you usually wait close to an hour on hold to speak to someone), we now are waiting for delivery. It has been 12+ weeks now and every phone call to customer service ends with "we have sent an email to the delivery company to contact you." There seems to be no other way to escalate. Our contract is not with the delivery company, it is with Urban Barn. We are completely disgusted with the service we are receiving and SO disappointed and annoyed with the amount of time we have spent contacting Urban Barn about this issue. Regardless how happy (or unhappy) we will be with the furniture, we will NEVER shop with Urban Barn again. To add to our terrible experience, the salesperson in the store, though pleasant, spoke to my husband and deferred all decisions to him. I was apparently just "the wife" and was not assumed to have any decision making power. My husband was referred to by name when saying hello and goodbye but not me. Disgusting.

Buyer beware… I purchased 36 tree ornaments from this company at full price, only for them to go on sale the very next day. Urban Barn would not provide me with the price difference. They said they put Final Sale on items (so I can’t return them), and therefore when they have an item that goes on sale, it covers them from providing any type of price adjustment. I understand if one or two weeks had passed after purchase, but not less than 24 hours! Terrible business policy, and terrible customer service.

⭐★☆☆☆ A $1000 Headache: Flawed Product and Flawed Service
I had high hopes for my new Urban Barn study desk, expecting the quality and craftsmanship the brand suggests. Unfortunately, my experience has been a significant letdown on two major fronts: the product itself and the customer service.

Product Quality: Arrived Damaged/Defective

Upon assembly, it was immediately clear that the left drawer is flawed. While it closes, it does not sit flush or "tuck away" properly like the other two drawers. It protrudes slightly and looks misaligned, a constant eyesore on a piece of furniture that was a considerable investment of over $1000. This is not a minor quibble; it's a clear manufacturing or design defect that should not have passed quality control.

Customer Service: You Do the Work, They Make the Decisions

The service experience has been even more frustrating. After I provided detailed pictures and videos as requested, instead of offering a solution (like sending a replacement part or drawer, or arranging a technician), the customer service team has asked me to re-install the drawer myself so they can... determine what to do next.

Let me be clear: I spent over $1000 on a premium product. I should not be tasked with troubleshooting and fixing a defect that was present upon arrival. The burden of proof and repair should not fall on the customer. This approach feels less like they are working with me to resolve the issue, and more like they are making me work for them to minimize their own effort and cost.

Final Verdict

I feel duped. The combination of a defective product and a customer service model that puts the onus on the buyer is unacceptable at this price point. I regret this purchase and would caution anyone considering a large buy from Urban Barn. You might not just be paying for furniture; you might be signing up for a part-time job as an unpaid repair technician for their faulty goods.

Save your money and your sanity—look elsewhere.

I recently found some beautiful counter stools at Urban Barn and was ready to purchase six of them. Before completing the sale, the staff mentioned that there’s a 15% restocking fee if items are returned within their short 14-day return window.
While I appreciate the quality and style of their furniture, I was very disappointed to learn about this policy. A restocking fee of that size feels unreasonable, especially when buying multiple high-priced items. Even though I don’t plan to return the chairs, this kind of restrictive policy really changes how I view the shopping experience.
Urban Barn will unfortunately be a last resort for me next time I’m shopping for furniture — it’s hard to feel confident buying from a store that doesn’t stand more fully behind its products.

Bought a table lamp….shade was defective. Store we purchased from didn’t have another so suggested we go to the location in Oakville on Wyecroft Rd. Called and they said we could have the shade off the floor model. I asked if it was checked to see that it was fine. Definitely. We drove 20 minutes to find out it was very defective as well. They had a new one we could have purchased and returned our defective one to the closer store. BUT it wasn’t on sale so they wouldn’t give us the sale price! Also could not just give us the shade from the new box and let us go. We had to go home, 20 minutes each way. Got the old lamp and returned it! We then spoke to the assistant mgr to tell her how badly we were being treated. All she cared was this was their policy. They never asked for our receipt. Put the old lamp in the new box with the defective shade and couldn’t just give us the new shade in the beginning and make us happy. We were treated horribly and wasted 2 hours with this!
Do not shop here. This is not how you treat customers…ever.

I placed an online order Sept 8, 2025 and received confirmation, and a charge for the item on my Visa. On Sept 19, I was told it was no longer available and they would refund me. I looked online and discovered that two stores in Vancouver had the item. I called customer service who promised to see what they could do and also promised they would quickly get back to me. After not rceceiving a response when promised I called back, and was hung up on after a wait. After a second call, I was told this customer service rep had not received a response but would inquire again about seeing if she could get the mirror. Again, no call back as promised. If I had been told initially when I placed my order that it wasn't available, I might have been able to purchase the floor model in Victoria. Instead, I had to take a ferry to Vancouver to pick it up another store. Overall, very poor response from customer service. They also confirmed they would not ship the item from one store to another. Very disappointing.... Still waiting for a response though obviously it is unlikely I will get one. They are supposed to be processing my refund.....

Online Orders Terrible Experience With Customer Service / Service

Online chat service, kicked me out, tried again, got an order number, waited and waited - got to an agent, kicked me out

tried again, waited, waited . then a prompt asking if still there, to send a message, but wouldn't let me type anything - kicked me out

tried AGAIN - got to the same point - an hour of my time by now - said next in line for an agent, then said send a message to confirm presentence (still there) but wouldn't let me type anything in

interesting part, my case # for each was only 1 number higher - so no one else trying to contact, so why is an agent hard to come by .... if available for previous attempts, clearly not caring about customers ...

won't let me attach file, but I have the transcripts, 2 of them, downloaded to support the hour wasted here