Urban Barn

Would not recommend urban barn for furniture. Maybe for decor. Many other furniture stores with better quality furniture and better prices. Smaller companies will take better care of you and give you better pricing.

Urban Barn on Queen in TO sold holiday gifts with the assurance they could be returned - not exchange - returned. They cannot. You have to be with the purchaser and holding theIr bank or credit card. What a slime lyrics, misleading way to make money. NEVER shop here.

I purchased 2 leather counter stools and was told to pick them January 3rd and that if I could not to phone them. I even called their 1-800 customer care number to confirm the date as I wondered about any confusion over the holidays, that was on Dec 31st that I called and they confirmed it would be there Jan 3. When I got there a snotty sales girl says in a snotty way...well did anyone phone you to say they were in? I told her no one ever told me that someone was supposed to call me only that I should phone if I could not come.

Her next snotty reply was that, that is their store procedure/policy. I asked her how was I supposed to know that if no one told me that, I was only told what day to come. She said their deliveries are on Friday not on Tuesday. How was I supposed to know that when they told me to come on a Tuesday and when I had phoned to confirm that it was on a Tuesday? It was a particulary treacherous drive down there as the streets were frozen after a lot of snow and a temperature drop during rush hour and I was subjected to this incredibly bad attitude on the clerk's part.

I don't usually like to complain but honestly, the clerk is wrong as well as the clerk at the 1-855-415-9227 number? Coupled with bad attitude?

Terrible experience! I shopped in a crowded store on two occasions. I tried with my stroller and my car seat alone and could not properly maneuver in the store with either- very frustrating. This also means that people in wheelchairs would experience the same issues! Secondly, they have the WORST RETURN POLICY OF ANY STORE THAT I HAVE EVER EXPERIENCED! They make you provide ID to make a purchase on your personal account yet without a receipt, will not allow you to return the item that is on your account, linked to your payment method, that matches your ID! We even had the same cashier as with the purchase! Firstly, it is intrusive to ask for ID and secondly it is very poor service to make it so difficult to return items (store credit ONLY within 14 days and ONLY IF you have the receipt). We will be sharing this information as much as possible to caution shoppers before they make the mistake of shopping at Urban Barn!

We ordered a 'custom' sofa bed and paid for their delivery service. We felt the couch in the store was low so we opted for the taller legs. We specifically asked if this would affect the bed and were assured that the piece was custom and it would be accounted for in the build.
After their delivery service dented our walls and scraped our door frame we setup the couch to discover the bed looked like a crafmatic adjustable bed with over a 25 degree incline. For 4 weeks we went back and forth with their 'customer service' having to hound them for any response at all. Their first response was that this is 'suppose' to be there. We sent pictures in as it was nowhere near the version in the store. Their new solution? Install shorter legs. The same legs we didn't want as it has the couch sit so low... No apology or recognition.of their incompetence. Won't allow us to return or exchange the couch unless we pay a 30% penalty for their error and return the couch ourselves.
We have since checked on line and found this company has a long history of similar cases and have been sued multiple times.
For $4000 you have so many better options. Stay away from here.

Terrible customer service. Spoke to a manager, Dana, regarding a delivery and she was very rude and not helpful at all. Took the day off work for a deliver and the company they employ, Avenue moving refused to deliver it. Tried called Urban Barn many times but no one would return my call. When I finally reached the manager she offered no apology for the poor service and no resolution.

I purchased a couch from Urban Barn in Toronto on Queen St. the fabric on the couch is now fading due to poor manufacturing. I spent $2000 on this couch and I invested several months in selecting it. I researched several manufacturers and choose Urban Barn since I believed at the time that they stood behind their products and truly represent their brand.

I contacted Jamie, the store manager, she was quite rude and told me she could not help me and that needed to contact customer care in Vancouver. After submitting pictures to Customer Care, they also said they were not able to assist me.

bottom line - I will NEVER purchase another item from Urban Barn. They do not stand behind their brand nor merchandise. I work in retail and I know first hand all about good customer care and how to keep customers and not disregard them.

I hope this helps people who are thinking of purchasing any of Urban Barns merchandise to know how they treat their customers after they get your money.

Spent $6000 @ UB Mississauga. $5000 for a dining room table and chairs. Quality stuff - really nice staff. I was told that the 3rd party delivery company was great by the salesperson and the items were in stock. It took 2 weeks to be delivered...

Got in touch with UB's customer service which paid lip service only "we promise to find a resolution" blah blah. They didn't even have the decency to send a follow up email - nice resolution!

I would recommend UB if you can bring the stuff home yourself and don't have to deal with the post-purchase customer service...

Products are great, the stores are great but the online ordering is awful! I ordered a bedroom set. It took forever for the order to be ready and a long time to get a time from delivery company that would work (doesn't seem like they have a lot of open options). The set when arrived did not look good or fit so I opted to return. They charge a 15% restocking fee which is insane and the process to return is a time consuming. 22 days after returning the product I still do not have my refund. It may be the last urban barn shopping for me

First of all the products are great... the downfall is the service. I will NEVER order again!! After waiting 6 weeks, never receiving a call, I finally called the warehouse to find it. After 2 days they found it, I paid a driver to pick it up, half was missing and took about a week to find the other half of my order... not to mention all items I bought were now on sale (a total of $450 in savings) and no one would match my price, even when I did not have it yet! I have debated returning everything but the process is so long and so frustrating I cannot be bothered. It is unfortunate because the products are nice, but not worth the time and hassle.