Urban Barn Avaliações 

I wish I had read these reviews about customer service earlier. I was delivered a custom made couch and it’s all wrinkled the cushions and seats. I sent pictures 10 days ago and know one has followed up or called me back yet. I want a refund am not satisfied and still
Awaiting a resolution. So sad as I want to support a Canadian company but it’s worth to spend your money elsewhere. I will
Go to social media and spread the word
Don t waste your money here.

Purchased the Antonion couch, sent me the wrong color and than a broken couch with some really horrible resolution options. Do not purchase from them, not any better than at the brick/ leons, you'll get better service and likely better quality there.

I would advise against purchasing from Urban Barn. I bought a floor model table that arrived damaged (split support beams). They offered me 75 dollars to keep the table that was useless and not as sold or they would charge me 99 dollars to have it collected.

Whilst the staff have always been friendly the organization as a whole is lives up to its worst reviews out there . . avoid if you have any other options (and at this price point you have a lot of other options!).

Same as all other reviews: had to pay 15% of the initial order to return the items - mind blowing.
Never again. Looks elsewhere. On top of that, the worst customer service I had to deal with as well.

After measuring with staff assistance, to ensure my new couch would fit my apartment it was determined that there would be no issues. I payed 200.$ for a white glove installation( which they were to bring up, set it up and take away garbage) + $2499. for the couch = $$2627.42
However, when they arrived with the couch, with all the wrapping on it, it would not fit in the elevator , and the 4 flights of stairs were not even an option. The couch was returned still in package. Urban barn charged me $600. for re-stocking fee and the delivery. So out of $600, they only refunded me $2000.. What a rip off. I will never buy anything from Urban Barn again!! I plan on writing to the Better Business Bureau as well.

I am extremely pleased with the service from Stacey at Urban Barn train yards, She has given above customer service to me over the past years as I redecorated my home, And now she is giving the same service to my son who is currently going to move out into his own home, And Stacey came through for us in every good way possible! Her service and knowledge is outstanding as she goes above and beyond, Thank you and you have made a customer for life!

Ordered a table from here it tock four months to come. You have to pick it up from Frank the mover. Which apparently they close at 2 o’clock, so apparently I have to take the day off to be able to pick up my table. Never again. So needless to say, I haven’t picked up my table yet because I have to get the day approved off never in my life I’ve ever heard of something close at 2 o’clock to pick up things.

I try to buy Canadian as much as possible but this company makes it so hard to buy online. They have an item in stock in a location 40 min from my house and their system doesn’t let me buy online saying that the item is not available in my area. Unfortunate when we try to buy Canadian.

The customer care rep Aamna is very blunt and rude. She has emailed me saying "Hope you have a better day!!" This is the second time I am complaining to Urban Barn re: this staff's rudeness and zero empathy during call. She calls herself customer care rep. Her job should be titled as a "Customer MISCARE rep."

Worst customer service experience that I’ve ever had in my life.

We bought 6 Montana Leather dining chairs Dec 2024. 2 had flaws. Two replacement chairs were sent. They also had flaws. Two more replacement chairs were sent, with flaws! A third set of replacement chairs were shipped. Flawed again. The fourth time we were so frustrated, it is now February 2025. After ignorant comments form the store manager in St. Catharine’s, saying how she “waived the restocking fee” and we could go shop at another location…we requested a full refund for all of the chairs. Knowing we’d never get 2 chairs without major defects. Made in CHINA! No tags say leather on the chairs either. 🧐
Customer service was okay but the whole experience was terrible. We were going to buy the matching bar chairs, and couches and a black arched display cabinet. No thanks this was a nightmare. We didn’t have a full set of chsirs over the holidays OR for the next 3 months and now I have NO dining chairs bcuz Urban Barn can’t seem to deliver more without flaws.

I purchased a Nixon couch(white) frame was damaged received a huge hassle to return couch . Went to west urban barn and got a discounted couch for 1500.00 went to pick up it up , (leg was bent, frame broken) asked for more of a discount , refused. Went back for days later couch was marked up to 1800 and asked the Coco (manager)for a discount , won’t honour the price for 1500 told me frame was broken not an issue .

After sale Customer Service is terrible. Stay away from this company.
I paid for in full a 40"wide barn door in August 2024. Finally received the door in November. But they have sent the wrong barn door rail. The rail provided with 40" wide barn door is not long enough. The door cannot be installed without the correct rail. Even with numerous door manufacturers and Home Depot collaborating that the door rail that Urban woodcraft sent is not long enough, Urban woodcraft will still not fix the situation. Instead, Urban Woodcraft is saying that if I want a longer rail, which will need to install the door, I need to pay them another $200.
Christmas is coming, and I am stuck with the barn door sitting in my dining area that I cannot install. I would never never never recommend this company. It's buyer beware and I should've read reviews and checked it out before I bought.

BEWARE - The product that urban barn ships to their clients is not the same calibre as their floor models. I bought a $4000 couch earlier this year for our cottage, however the couch that was shipped to me, wrinkles every time you sit on it (from the day I unboxed it) compared to the show room model, which, despite being in a busy store with a lot of foot traffic always looked pristine. It’s actually only half my couch that has the issue (inadequate stuffing) When I reached out to customer support, who took a very long time to get back to me, they refused to take ownership of the situation, and instead advised me to fluff and rotate my pillows. I can promise you I have done everything possible but the cushions I received (bench and back cushions) have never, and will never look as beautiful as the couch they had on display. They also told me that they have stopped using that supplier, which makes me believe it wasn’t only me making this complaint, which is why it was discontinued. If you’re reading this - urban barn, likely has your money and unfortunately they will not do anything to resolve your complaint. So disappointing! Unfortunately, they do not stand behind their products nor do they take ownership of their mistakes. They are OK for home decor but AVOID their couches!

Very poor experience . Purchased $9,000 of furniture for new condo once guaranteed Nov 15th delivery. Kelly, Asst.Manager lied, did not disclose shipping by moving company in St. Catherines, do not deliver in area on Fridays, items lost in transit, name incorrectly input, error in email, shipping address. Was not told of 15% restocking fee. Charged 2 shipping fees as purchased 8 items, Advised store does not provide after sale service. rude and unprofessional team at Stoney Creek Store. Had the nerve to charge for a bag for linens after spending $9,000. Will never go back !!!!!!!

Very poor service have tp fight for a response

Very Poor Customer Service.

No reflection on the agent she is only as good as the the information provided by their system and in this case the system does not show if an order placed 8 days ago has been shipped. Shame on Urban Barn for not providing the frontline CSR the appropriate information for them to pass along to their customers.

First and last order I will place with this company.

I regret to share my recent experience with Urban Barn, specifically the store manager whose name I believe is Angela. Here’s a summary of what transpired:

Duvet Purchase:
About a week ago, I purchased a duvet from Urban Barn. Since the item wasn’t in stock, they kindly offered me the floor model. I accepted, eager to avoid a lengthy wait.

Billing Confusion:
- Suzanne handled the transaction, and I paid for the duvet. As I walked to my car, I noticed that the duvet lacked a price tag.
- Concerned, I returned to Suzanne to clarify. I wanted assurance that I could return the product if it didn’t meet my expectations.
- To my surprise, Suzanne (the store manager at the time) informed me that it was a FINAL sale due to it being a floor model. This policy was not disclosed before payment.

Assurance and Written Note:
- Despite my discomfort, Suzanne assured me that I could return the duvet. She even wrote a note on the bill indicating its returnability.
- However, this lack of consistency left me uneasy.

Second Encounter with Angela:
- A week later, I returned to the store to process the return. Angela was now the manager on duty.
When I expressed my intention to return the duvet, Angela informed me that a credit card refund was impossible. Instead, it would be issued as a gift card.

Unprofessional Behavior:
- Angela’s demeanor was shockingly rude. She dismissed my concerns, refused to listen, and provided conflicting information.
- Multiple lies were stated, and when I challenged her, she exhibited bullying behavior that was entirely unprofessional.

Resolution?:
- Frustrated and disappointed, my husband and I decided to donate the duvet back to the store. We left without the duvet, the bill, or any refund.
Urban Barn’s customer service has been a complete letdown. Our time and energy were wasted.

They don’t want your business unless you live in a major center. Their business model is ridiculous. You can’t buy anything in the store. It all has to be ordered.

We live 1000kms from the nearest Urban Barn. We were flying out of Vancouver for holidays so I placed a $5000 order in advance so that we could pick up when we landed.

I received an email saying that my items were in and I could use the link to book a pick up time. The two days we were going to be in Vancouver weren’t listed.

I sent an email, no response.
I used the chat 4 times and got no where.
I called, no answer

*there’s no number listed anywhere that I could find. I got in from one of the live chats who incidentally told me she’d arrange pick up on Monday. It seems their own employees don’t even know the warehouse hours. This new trend ti not have a phone number where customers can call a speak to a live human is a lose lose model.

Finally on the day we landed. I used the chat again and was told that the warehouse is only open three days a week! No where did it state that when I ordered.

It’s a business model that can’t possibly survive. They don’t deliver outside of a small area and it’s impossible for anyone outside of this area to purchase items. Even IKEA and Wayfair now deliver to the northern part of the province.

In the end, I canceled my order and no seemed to care that the business lost the sale. I think that they forget that sales = jobs.

l left the area without the items I need and had planned to bring home. We brought the truck all the way to Vancouver just to buy these things.

Very disappointed. Don’t waste your time on Urban Barn. They don’t care about their customers.