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September 2024 by Caveat Emptor
My overall experience has been quite disappointing.
They have some amazing selection, I have been searching for these couches and searched all the places. I was in love with their furniture in one go and placed an order.
After placing the order the website went on sale. After few requests they have approved for gift card for the amount. Kudos for that
Now I finally received my furniture and it’s chipped from every single corner? What is happening why are you putting customers on a roller coaster
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August 2024 by John P. Davis
I ordered a side table in May that said available mid June. I received a call on June 24th that it was available in the queen street store. I went to pick it up and they said, “did you buy it? We can’t see the order.” I said yes and waited 20 minutes for them to find it. They said, “it went to Mississauga warehouse by accident.” I called customer care and spoke to Anna. She said, “it isn’t at the warehouse. It will be 3-4 more weeks.” I asked to pick it up in the store this time and they said yes, but they’d have to cancel and refund then re-order and because of a re-order it could take 2-3 months.
So here I am July 22 with no table and 2-3 months away before I get it…. But the irony is they called me June 24th saying it was ready.
If you have alllll the time in the world to try to do business with them, then go for it. Otherwise go somewhere else.
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June 2024 by Vyvy Truong
I have to give a perfect review for not only custom sofa bed chaise I purchased but the amount of attentiveness and support I received from the entire team (extra shout out to Bailey, Jason, and Sarah).
It was so difficult finding what I needed for my space (condo sized, pull out bed, reversible chaise, and the fabric I need to endure a 95-lb dog). I never entered the door or bought products online from UB but took a glance and ended up loving the sofa I got to sit on in store.
I visited twice; first time was to look/try sofas and Sarah helped me through their fabric swatches and build options. Everything we talked about was emailed to me with a price quote, dimensions, and fabric grade. Second time was to put in the purchase with Bailey and Jason; they ended up saving me hundreds of dollars by telling me to wait and I didn't have to go back into the store to confirm the purchase.
Bailey followed up promptly via phone call, confirmed my order and information, and told me it would be a 4-6 week wait time as it was a customized order.
I got the notification from the delivery team (via AMJ) approximately 3 days before the first delivery date option at around the Week 5 mark.
My new sofa looks fantastic in the space and I can't wait to host family and friends over. I will be coming back as a regular for all my home purchases!
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December 2023 by Chris Mack
Fraudulent business practicesOrdered several small decor items online. UB never sent me the shipping notice or tracking information when they were sent out. Package ends up getting returned to sender. When I inquired with customer service about where TF my package was, they finally provided tracking information that showed it had already been received back in their warehouse as returned to sender! What??I requested a refund, but was told they have to confirm the package is in the warehouse (even though the tracking information SHOWS it was returned). Then I'm advised that in order to process the refund I would have to give them my card number again. Either by providing my card information to someone over the phone or in an unsecured chat. What??That is absolutely NOT standard practice in ecommerce at all. Every other business goes into the online transaction and reverses the payment. It's simple. But this process is also not outlined in their return policy either. Allegedly, my only other option is a gift card (uh, no thanks!! I'm not spending any money here again!) or a cheque.... A CHEQUE. Which will take 2-3 weeks to process.Have I been teleported to 1985? What is going on?? My goodness. What an absolutely atrocious experience. I am not at all confident I'll actually receive my refund. I plan to submit a charge back on my card if it's not in hand within 30 days. My advice? RUN, don't walk, away from this company.
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November 2023 by Ayushman Ojaswi
Lovely staff, very helpful.
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November 2023 by Wei H (IG:MyFoodieWei)
We have been this downtown location for Four times for furniture shopping for our new condo! We liked the sleek and modern design. Great design, you need to raise budget to afford some pieces of furniture but but they are largely reasonable. Staff are helpful and friendly. Stay tuned for promotions on select items!
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November 2023 by yanett yates
Very nice furniture at a reasonable price.
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November 2023 by dianalyn kennedy
found just the item I needed and the retail assistant was terrific
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October 2023 by Terrance Cann
Jason the store manager and his staff are so pleasant! In my experiences as a frequent shopper I find the staff to be very knowledgable on products, and extremely friendly! Great products and customer service.
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August 2023 by Eben Rawluk
Be extremely cautious of shopping at Urban Barn, is all I can say based on recent experience.We recently purchased a sofa in store with the 'assistance' of a very new staff member and their supervisor/manager.We specifically mentioned that we had a small entrance to our home, and asked whether it would fit through the door. The employee told us that it came in two boxes and assured us it would fit; conveniently neglecting to mention that if it did not fit there would be a 15% re-stocking fee for returning the product (in addition to the non-refundable shipping cost, of course).Lo and behold, the delivery vehicle comes and it's one large box, and did not fit. Disappointing. More disappointing, though, was the fact that Urban Barn still felt it appropriate to charge us the re-stocking fee despite having been mislead about the dimensions of the product. Yes, we signed a waiver, but given the circumstances and the fact we were not told about the re-stocking fee, this seemed extremely slimy - like Urban Barn saying "Gotcha!", to the tune of $500.***Editing re: reply below***While true that the Customer Service team at Urban Barn eventually provided a full refund of the re-stocking fee, it was not without pleading with both in-store and online customer service for hours; and no acknowledgement of the "miscommunication" was ever made. Even though we arrived at the desired outcome, getting there was anything but pleasant.***I've sworn off Urban Barn as I simply can't give (more) money to a company willing to treat its customers with so little respect.
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August 2023 by Sophia W
I found a mirror that was perfect for my needs, among other things we ordered. The staff who were present when we visited were helpful and friendly. 100% Would visit again for our furniture needs!
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June 2023 by Roger Wang
Really nice staff who were all very helpful, store was very clean and had a lot of great selection.Highly recommend!
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June 2023 by William Bernard
Great experience at Urban Barn on Queen West. The store is just perfect, with everything you’re looking for to cozy up your place.. the staff was super nice and helpful! The cherry on the cake? 20% sales on home décor until 28 May 2023.
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June 2023 by helene 3698
Beautiful boutique, everything is well presented. The sales persons are very nice and helpful.
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May 2023 by Paul D.
Very poor customer service. I ordered a bed and was assured it would be delivered on a specific date. Important as it was going into a extended care facility and needed to be there for the resident's occupancy. Not only was it not delivered as promised but I was mislead by the Mayfield location manager "Coco" who told me it was in transit when it wasn't and that it was in the Edmonton warehouse when it wasn't. She made no effort to resolve the problem, indeed her attitude was, Oh well, you can get a refund." I did and purchased a similar bed for less from a furniture where customer service matters.
