Customer ReviewsforUrban Barn Ltd.

I wish I could leave ZERO STARS - Absolutely Terrible. The fact that they call it *************** is a slap to the face. Ordered online for pickup in store, the items are in store (dishware) but they won't let me pick it up until they ship two other boxes of dishes from the warehouse and they won't cancel my order, even though they won't be in the store for 10 days. So now, they have my money, the item is sitting in the store but they won't give it to me! I've spoken to the chat "support" the phone "support" and ************ every single person is completely unhelpful and beyond frustrating. I told them they had a terrible rating for customer service and they don't even care. DO NOT BUY ANYTHING ONLINE, it's an absolute waste of your time and sanity.

We accepted an assembly service for our furniture for $300 as we were lead to believe the furniture required *******************. Turns out the only assembly was s******* in four legs... which was done incorrectly. We had to fix it ourselves. We requested a refund, partial or full, and we're accused of defaming the delivery provider. Not happy and not impressed. Will not be shopping at Urban Barn moving forward as they are very misleading.

Ive been trying to return an item for weeks! Was quickly notified there would be a 15% fee, they would process it, and then I would be given instructions to return the item. No phone number for customer service and live chat does not open! This is for a small piece of furniture that easily fits in the trunk of a car.

I have been an Urban Barn customer for over 20 years. I have bought multiple items over the years including a complete living room package. Recently,, we purchased a couple of bar stools. The point of sale was fine as it has always been in the past. I was told they would be available for pick up at the warehouse in about two weeks. I received notification that they were in and I made arrangements to go pick them up last Friday at 10 am. We arrived at the warehouse and one of the staff proceeded to locate our order. It took him some time and brought one box back. He said he was trying to find the other box. He kept coming back saying they were still looking. Several warehouse staff joined in the search and after an hour and a half of waiting I told them we weren't going to wait any longer. I told them we didn't live far and could come back and pick up the other one when they found it. I never received any call from the warehouse since and we are now on day 5. I've yet to receive my other stool which I have paid for. I have called the store twice now saying I wasn't willing to wait any longer. I told them they could cancel the order and get a new one ordered. I was told this had to come from the warehouse and they would be the ones to order the new one. My experience calling the customer service line has been appalling and dealing with the manager of the store I purchased at hasn't been much better. ****************** answered the phone with only a "hello" . They just keep telling me the warehouse is still looking for it. No eta, no recourse at all. I will never buy from Urban Barn again. I guess it's more important for the store to pass the buck then to order a new stool to keep a long term customer happy. There should be a negative star review because this doesn't even rate a 1 star.

I recently purchased some things at your Kingston Location totalling just under $3600. The Customer service was great at point of purchase. We Love our table. We need to exchange a couple of the stools. Please let me be clear...we are exchanging, not returning. The lack of transparency & lack of service combined with the extremely complicated exchange for two stools has me decided to not purchase in the future with this company. It has been 3 days since I went to the store to do the exchange. I was told there that I had to take the items directly to the warehouse ( where we picked up ) and I was happy to do that. As I asked for the address I was then told I could NOT exchange the items until their "customer Care" team got back to the email we had to send them for the exchange. I was also told it ******* ** ****** * ******** **** *** ***** **** ****** *** **** ** **** *** ****** *** ****" So I am driving around with two large boxes in my small vehichle and I live 45 minutes out of town and I was not ALLOWED to bring them to the store, not allowed to take to the warehouse and told to wait. As I said firstly, the service was great when they were getting my money. The return policy here is ridiculous and I could never recommend this shop to anyone.

*************** good but the delivery service they use for their "White ***** Delivery" is terrible.Here is what I sent to their customer service:I would like to express my disappointment with the delivery of our furniture that was done while we were out of town.My mother in law was at the house to make sure the people delivering had access but she doesn't speak any English.While I paid for the ********************** I found that ALL the handles had not been installed on the furniture so I had to spend about an hour of my time doing this upon returning home.I also found that the inside bottom of the drawers was still wrapped in plastic and some styrofoam was left in the drawers (I provided pictures attached).We are happy with the furniture but we find that the amount we paid for the delivery service was not justified.Please note that I will not be shopping at Urban Barn anymore unless I get some sort of refund for the poor delivery work that was done.There were other issues with the delivery that I won't bother to mention here.

J'ai achet mon canap avec garantie de nettoyage DFK et garantie sur les coussins que ce soit chez urban barn ou chez DkFP impossible d'avoir quelqu'un pour nettoyer ma tche, on me redemande les mmes informations over and over again et quand la garantie sur les coussins mme ******

Impossible to get through to customer service. No phone number available. Vendor still has all items purchased, all came defective, and for three weeks we have not been able to get a new delivery date or refund. Vendor also refuse to adjust purchase price to current sale price even though we have not taken possession of the items because the 14-day window from attempted delivery has passed. This is the only email they have responded to over this time still nothing on refund or new delivery date.

Beware! ***** **** *** *** ********** ** *** ** * ********. I purchased a couch and requested (and paid for ($199) ) "white glove" delivery service. The total transaction was over $3500. A delivery company showed up to provide the "white glove" service. The delivery company decided they could not get the couch into the apartment building (I was not present but can't imagine how a qualified company could not get the couch into the building and into the apartment). They decided to return the couch to Urban barn. Urban Barn charged me over $700 for this misadventure. When I try to contact them all you get is texts and emails. YOU CANNOT FIND ANYONE, ANYWHERE IN URBAN BARN WHO WILL TALK WITH YOU LIVE AND IN PERSON. They hide behind their online "customer service" and send you emails with "* ** ** ***** *** *** ************"...but it was your responsibility to ensure the couch could be delivered. Be clear once they have your order any issues are not handled with "white gloves". They will not help you in any way. According to Urban Barn I should have measured the hallways, doorways, elevators, entrances, (sidewalks? , roadways?) .... to make sure they could deliver their product. STAY AWAY !! Shop with their competitors.

I am experiencing a terrible time with customer service at Urban Barn. I purchased a 3k couch three years ago. Just over a month ago part of the frame broke (with normal use, so I’m very surprised it happened). I emailed customer service, as unfortunately there is no option to speak to someone directly. It took a week to get back to me asking for more information and not providing any details on the process or resolution. I emailed back quickly and it took a few days to get a response. The rep said that the closest store will deal with my claim. When I called the store to follow up, they said that’s not the case and customer service needs to deal with the vendor. I emailed customer service back over two weeks ago asking for clarification and expressing my disappointment and frustration. I have yet to hear back. BOTTOM LINE: this is a frustrating experience that is dragging on. The inefficiency, lack of transparency and communication with urbans barn’s customer service is appalling and completely disrespectful to the customer. They leave you with no options and no one to speak to after spending your money there. Needless to say I will NOT be shopping there again and would NOT recommend to anyone, as when something goes wrong there is no one to speak with and no resolution. DON’T spend your money there!!!