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January 2024 by Patrick Maynard
While the shopping experience was okay, our post purchase support has been lackluster. We bought Barkley chairs from here less than a year ago for our dining room table, and we recently noticed a small tear forming near the seam. After noticing this, I reached out to their customer service team and rather than offering to repair or replace the item in question, I was offered 10% back or 15% of the purchase price on an Urban Barn gift card.I am not happy and will not be bringing back my business to Urban Barn.
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August 2023 by Jean-Pierre Dion
Warm and cozy showroom with beautiful quality furniture and accessories at a decent price. Plus knowledgeable and friendly staff which makes for a pleasant shopping experience!
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August 2023 by Renee-Claude
Bad Cusomer service! Bought a pouf online, receive an email saying ready for pick up. Did a 30 min drive from Gatineau to pick up my order. At the store my order is no where to be found. There was the same pouf on the floor so said to the employee (after waiting à long time) that there was one on display on the floor and that i could just take this one but she refused. I had to leave the place without my order.Received a call today (day after) asking me to come and pick it up "we have found it" they say.. So asked them if they could deliver since i figure it was not my responsibility to go back to have my pouf but they refused!And don't try to call customer service (support) because you can't, you have to write them an online message to reach them and God knows when they get back to you!!!
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August 2023 by Marcella
Stacy is amazing as always. So pleasant and helpful. Thank you!!!!
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June 2023 by Lucielle
Beautiful, large showroom. Matt was super helpful and continuously went above and beyond to deliver exceptional customer service - very polite and professional.
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March 2023 by Sarah Housse
The customer service at the store was great, Mai was very helpful. We bought a sofa 4 months ago and the seats cushions already collapsed and we barely use it. The fabric is also cheap!!! I send an email to the store with pictures of the sofa and was told by Shannon that she couldn’t see any damages by looking at the picture. Also, when the sofa was delivered One of the legs had deep scratches. Very disappointing, stay away from Urbanbarn. We spent a lot of money to receive an email saying there nothing we can do….What about the one year warranty on the sofa?
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January 2023 by Tina Hill
I had great customer service!
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January 2023 by Laurie Richards
Staff was friendly and helpful. We wanted to buy a sectional sofa. The fabric selection was horrendous. 75% of the fabrics on display are discontinued. This should be an easy fix, someone let the stores know what to remove from the display. We purchased furniture from Upper Room with no issues regarding fabric selection. They update fabric regularly.
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December 2022 by Susan Bryan
Mai was very helpful and provided us with suggestions as well as a design for our family room.Thank you Mai!
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November 2022 by Matthew Crerar
Bad customer service when problems arise...We purchased a custom couch from Urban Barn Trainyards, which arrived with a broken leg and fabric pulls. We contacted the store same day, and mentioned that their delivery company also noted the issues. Rather than believe us and create an action plan, we had to dissemble our sectional and send pictures to "prove" the damage. They then also verbally questioned whether we did something to create the issue, even when it was clearly documented on delivery. We then also became responsible to receive the replacement parts, and contact the store and their 3rd party company to complete the repairs. 3 weeks later it was finally fixed, and in the meantime a broken sofa sat in our main living area.Now that the damage is fixed the sectional itself is very nice, but the lack of customer service we received was extremely frustrating and the "premium, white glove" delivery service that we paid extra for was definitely not met.Unless buying something you can walk out with, I would caution that once your money is taken they don't really care and it's on you to continue escalating a response.
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August 2022 by Suzanne Gagnon
The service was absolutely mediocre. The information I received to help me make my decision at the beginning was wrong, mistakes were made in the payment, I had to do many follow ups and the staff had no customer service skills. I am happy with the product in spite of the delays and poor service.
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August 2022 by Fig Newton
The retail store equivalent of a woman named Ashley, Ashleigh, Ashlea, Ashlee, Ashli, Ashlie, or Ashly.
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August 2022 by Jane Dickson
I’ve spent a fair amount at the Trainyards. Urban Barn over the past few years. Overall their furniture is very good quality and reasonably priced. The service is also very good - which is why I was a bit dismayed when, after purchasing a floor lamp this week - on sale and a floor model - I got home to find they didn’t include the lightbulb. Seemed a bit cheap given it was a used bulb and, for practical purposes, a used lamp. Soured me on Urban Barb, to be honest…
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August 2022 by BRENDAN DONOHUE
Ordered online (quick and seamless process) and was aware of delays from the start.I had an absolutely fantastic experience with online service rep (Tara) who was able to keep me updated (with follow up emails) and even organized shipping (to my surprise everything actually arrived early).The products (fairmont bedroom set) is of very good quality and looks fantastic as well.
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February 2022 by Omer Hussain
This store is full of amazing people. Very patient, and very helpful. We take all the time we want to decide what we need and how it would look, and they assist at every step. They do not push us to buy something we might not want.
