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 Vancouver, BC
2/10

Disastrous Customer Service

Worst customer service!

I ordered a lamp online as a gift for Christmas. I ordered it in plenty of time to allow for delivery at this busy time of year. My only two options for delivery online were the white glove service for an extra $100 or pick up at the nearest warehouse. I opted for the warehouse as I did not need someone to come a set a lamp up in my house. I was never informed when the lamp arrived in the warehouse, I had to call because it said my item was on back order in my order history. I called and they said it had arrived and someone was going to contact me in 48 hours to schedule a pick up time. I NEVER GOT A CALL!!!!!!!! One week later I call AGAIN and they tell me the warehouse is closed the week of Christmas for inventory.

How can a company like Urban Barn close their warehouse the week of Christmas for inventory when so many people are waiting for gifts, especially when bigger items cannot be picked up at your local store.

I would never recommend Urban Barn, nor will I shop there again.

Approximate cost of services:
$330.00
2 of 2 people found this review helpful.
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Private User
Private User
Private User reviews Toronto, ON
2/10

Manhattan Sofa

My husband and I recently purchased the Manhattan sofa. After much anticipation (12 weeks in total from time of purchase to delivery), I was disappointed to see that the sofa was delivered with an obvious rip on the arm of the sofa. I noticed it while the delivery men were bringing it into the house. We expected a higher level of quality and even purchased the upgraded fabric. We notified Urban Barn immediately upon delivery of the sofa about the damage (left voicemails, emails, etc.). Our phone calls were never returned so after a few days we followed up again until we were able to reach someone about the issue. We have been going back and forth with customer service regarding a solution for weeks. We would expect that this issue would be taken more seriously and attended to in a more timely manner, and we feel that a fair resolution would be for us to be supplied with a new (damage free) replacement product since the damage is completely at fault of the manufacturer.

Needless to say we still have a damaged sofa and have not been supplied with any reasonable resolution. Extremely disappointed with the level of customer service and quality of product from Urban Barn. I would expect that they would stand behind their products and warranties. Unfortunately I will not be shopping with them in the future, and would encourage people to consider other stores if you are in the market for a sofa.

Approximate cost of services:
$2,300.00
2 of 2 people found this review helpful.
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Private User
Private User
Private User reviews Markham, ON
0/10

Sofa

I bought a sofa and it was delivered as promised in 3 weeks, but when the delivery guys tried to install the legs, one of them couldn't be installed. Guys promised that someone will contact me the same day later and the sofa will be replaced. After a week of waiting and no one still contacted me I went back to the store. I showed a delivery paper with description of a problem and was told that it never happens, usually they are very good and etc. Then I got a call and asked to send them a picture. What picture? You cannot see the problem on a bottom of the sofa and it's inside. But I sent the picture of a bended sofa leg. After another 2 days I found out that the person who was helping me thought that the problem was with the leg, another girl in a store took care of that. Then I got a call that either they can fix the sofa or replace it. I said I don't mind it to be fixed. Again I was promised that someone will contact me in the next 2 days and it will be fixed. So now it has been almost 4 weeks since the sofa was delivered, but we still cannot sit on it.

Approximate cost of services:
$2,250.00
1 of 1 people found this review helpful.
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mibirse in Vancouver
mibirse in Vancouver
1 review Ottawa, ON
1/10

The product is good, however, service terrible.

We bought a sofa, chair, bed and mattress. We agreed delivery date etc (moving into new home so very important we said!!). I decided to double check a few days before and was told oh your stuff will be at the warehouse by that day but "can't see it will make it to you by then but hey give the warehouse a call and maybe you can get them to".......really? I paid the delivery fee to the store and you've contracted the delivery carrier......to some it up they couldn't be bothered.....spoke to store manager and "customer service" (and I use the term loosely!)....same thing.

The chair was coming later which was fine but surprise surprise it got even worse with that!

We won't buy from them again. An email sent to customer service has gone unanswered so I guess they don't care if we do or not!!

Approximate cost of services:
$6,000.00
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Markus from Toronto
Markus from Toronto
1 review Toronto, ON
0/10

McQueen leather sofa

After shopping at Urbarn barn for many years and purchasing most of our furniture and decor from the store I am appalled to report they do not stand by their products of poor quality and craftsmanship. After purchasing the McQueen sofa from them the leather started to peel, crack and tear away within 2 years of purchasing the sofa. We have no pets nor children and the poor quality of the product is evident. After reporting this to the Urbarn Barn at the Queen street location in Toronto we were told to submit pictures and they would review if this would be covered by the warranty which was still in effect. Within a view days they got back to us and said unfortunately this was due to normal wear and tear therefore this would not be covered. They offered us a 10% in store discount for a new sofa from them. Quite frankly this is insulting and they clearly do not stand by the products they sell. the sofa incident has left us extremely dissatisfied and we refuse to shop there again. Buyer beware, they are great to deal with until something with their product goes wrong.

Approximate cost of services:
$2,800.00
What could this company do to improve their services?
Any advice to offer fellow homeowners facing a similar project?
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Alanna from Hamilton
Alanna from Hamilton
1 review Hamilton, ON
2/10

Custom Sofa Order

I ordered a custom couch from the Van Gogh line on December 27, 2014 and was told to expect six to eight weeks until I received it. Now in week ten I received a phone call saying it would not be shipped from Vancouver until late this week. I was told that just means it will be at the warehouse and then have to setup an appointment with the movers. I realize at that point it will only be 2-3 weeks extra (if all goes accordingly to plan) but when given a 6-8 week timeline it is very disappointing to hear. I would suggest if you're going to charge $2400 for a sofa and give a 6-8 week timeline that you uphold your end of the bargain especially since the whole couch had to be paid in full in order for the order to even be processed.

I am trying to be patient but am still very disappointed and feeling disheartened after reading another review saying that someone waited months for their couch. Hoping it comes next week.

Approximate cost of services:
$2,400.00
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Stephen from Richmond
Stephen from Richmond
3 reviews Richmond, BC
8/10

Dinner chair

Purchased a dining chair since I wanted a low back chair. It is difficult to find a low back chair in general but the staff were able to show me a few examples including the one I eventually purchased. I saw the same chair at a different store at a much more expensive price so I went back to urban barn to purchase.

Approximate cost of services:
$150.00
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Jane  from Vancouver
Jane from Vancouver
1 review Vancouver, BC
0/10

Dinig room chairs

I purchased 3 dining room chairs at this store on Jan 21st. I took one chair home with me and was told the other two chairs had to be ordered in from another store.
I took the chair home and a friend was over last week and her feet can't touch the floor. So I immediately called the store and advised the salesperson I would be returning the chair and not be picking up the other two chairs. I gave her the order numbers and she went off and came back and said I could return the chair but I would have to pay a RESTOCKING fee or get a gift certificate for the chair. And they would credit back my Visa for all 3 chairs. She didn't mention a 14 DAY return policy or the fact that I can't return the chair as it was a floor model. I was fully prepared to buy a french clock that was more expensive than the chair I took home but now I am told I must come in and pick up the other two chairs. The salesperson I spoke with today said she was the salesperson that sold me the chairs and had advised me of the fact it was a floor model and was a final sale which I do not recall. I told her the previous person I spoke with last Monday had not told me that and I said I didn't know why as I gave her the sales orders and she went off and checked them. Then the salesperson I was speaking with said the computer wouldn't show that the chair I took home was a floor model. So needless to say I am NOT a satisfied customer and will not be shopping there again. BUYERS BEWARE of their strict return policies.

Approximate cost of services:
$450.00
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Chelsea from Vancouver
Chelsea from Vancouver
1 review Burlington, ON
2/10

Custom Sofa

I purchased the Liberty Sectional at the beginning of January and was told it would arrive by the end of February. I was called again and said it would arrive at the end of March. I received another call yesterday saying it would not arrive until mid-end April. This is completely unacceptable. They said if I wanted to select a different fabric it may arrive earlier. I paid over $3000 and was promised a fabric and delivery date and don't feel that I should settle for less. I am considering cancelling my order and purchasing from somewhere else instead. I will not shop at Urban Barn in the future. This has been a very disappointing experience!

Approximate cost of services:
$3,079.00
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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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