Urban Barn Omdömen 

I recently found some beautiful counter stools at Urban Barn and was ready to purchase six of them. Before completing the sale, the staff mentioned that there’s a 15% restocking fee if items are returned within their short 14-day return window.
While I appreciate the quality and style of their furniture, I was very disappointed to learn about this policy. A restocking fee of that size feels unreasonable, especially when buying multiple high-priced items. Even though I don’t plan to return the chairs, this kind of restrictive policy really changes how I view the shopping experience.
Urban Barn will unfortunately be a last resort for me next time I’m shopping for furniture — it’s hard to feel confident buying from a store that doesn’t stand more fully behind its products.

Bought a table lamp….shade was defective. Store we purchased from didn’t have another so suggested we go to the location in Oakville on Wyecroft Rd. Called and they said we could have the shade off the floor model. I asked if it was checked to see that it was fine. Definitely. We drove 20 minutes to find out it was very defective as well. They had a new one we could have purchased and returned our defective one to the closer store. BUT it wasn’t on sale so they wouldn’t give us the sale price! Also could not just give us the shade from the new box and let us go. We had to go home, 20 minutes each way. Got the old lamp and returned it! We then spoke to the assistant mgr to tell her how badly we were being treated. All she cared was this was their policy. They never asked for our receipt. Put the old lamp in the new box with the defective shade and couldn’t just give us the new shade in the beginning and make us happy. We were treated horribly and wasted 2 hours with this!
Do not shop here. This is not how you treat customers…ever.

I placed an online order Sept 8, 2025 and received confirmation, and a charge for the item on my Visa. On Sept 19, I was told it was no longer available and they would refund me. I looked online and discovered that two stores in Vancouver had the item. I called customer service who promised to see what they could do and also promised they would quickly get back to me. After not rceceiving a response when promised I called back, and was hung up on after a wait. After a second call, I was told this customer service rep had not received a response but would inquire again about seeing if she could get the mirror. Again, no call back as promised. If I had been told initially when I placed my order that it wasn't available, I might have been able to purchase the floor model in Victoria. Instead, I had to take a ferry to Vancouver to pick it up another store. Overall, very poor response from customer service. They also confirmed they would not ship the item from one store to another. Very disappointing.... Still waiting for a response though obviously it is unlikely I will get one. They are supposed to be processing my refund.....

Online Orders Terrible Experience With Customer Service / Service

Online chat service, kicked me out, tried again, got an order number, waited and waited - got to an agent, kicked me out

tried again, waited, waited . then a prompt asking if still there, to send a message, but wouldn't let me type anything - kicked me out

tried AGAIN - got to the same point - an hour of my time by now - said next in line for an agent, then said send a message to confirm presentence (still there) but wouldn't let me type anything in

interesting part, my case # for each was only 1 number higher - so no one else trying to contact, so why is an agent hard to come by .... if available for previous attempts, clearly not caring about customers ...

won't let me attach file, but I have the transcripts, 2 of them, downloaded to support the hour wasted here

I wish I had read these reviews about customer service earlier. I was delivered a custom made couch and it’s all wrinkled the cushions and seats. I sent pictures 10 days ago and know one has followed up or called me back yet. I want a refund am not satisfied and still
Awaiting a resolution. So sad as I want to support a Canadian company but it’s worth to spend your money elsewhere. I will
Go to social media and spread the word
Don t waste your money here.

Purchased the Antonion couch, sent me the wrong color and than a broken couch with some really horrible resolution options. Do not purchase from them, not any better than at the brick/ leons, you'll get better service and likely better quality there.

I would advise against purchasing from Urban Barn. I bought a floor model table that arrived damaged (split support beams). They offered me 75 dollars to keep the table that was useless and not as sold or they would charge me 99 dollars to have it collected.

Whilst the staff have always been friendly the organization as a whole is lives up to its worst reviews out there . . avoid if you have any other options (and at this price point you have a lot of other options!).

Same as all other reviews: had to pay 15% of the initial order to return the items - mind blowing.
Never again. Looks elsewhere. On top of that, the worst customer service I had to deal with as well.

After measuring with staff assistance, to ensure my new couch would fit my apartment it was determined that there would be no issues. I payed 200.$ for a white glove installation( which they were to bring up, set it up and take away garbage) + $2499. for the couch = $$2627.42
However, when they arrived with the couch, with all the wrapping on it, it would not fit in the elevator , and the 4 flights of stairs were not even an option. The couch was returned still in package. Urban barn charged me $600. for re-stocking fee and the delivery. So out of $600, they only refunded me $2000.. What a rip off. I will never buy anything from Urban Barn again!! I plan on writing to the Better Business Bureau as well.

I am extremely pleased with the service from Stacey at Urban Barn train yards, She has given above customer service to me over the past years as I redecorated my home, And now she is giving the same service to my son who is currently going to move out into his own home, And Stacey came through for us in every good way possible! Her service and knowledge is outstanding as she goes above and beyond, Thank you and you have made a customer for life!

Ordered a table from here it tock four months to come. You have to pick it up from Frank the mover. Which apparently they close at 2 o’clock, so apparently I have to take the day off to be able to pick up my table. Never again. So needless to say, I haven’t picked up my table yet because I have to get the day approved off never in my life I’ve ever heard of something close at 2 o’clock to pick up things.

I try to buy Canadian as much as possible but this company makes it so hard to buy online. They have an item in stock in a location 40 min from my house and their system doesn’t let me buy online saying that the item is not available in my area. Unfortunate when we try to buy Canadian.

The customer care rep Aamna is very blunt and rude. She has emailed me saying "Hope you have a better day!!" This is the second time I am complaining to Urban Barn re: this staff's rudeness and zero empathy during call. She calls herself customer care rep. Her job should be titled as a "Customer MISCARE rep."

Worst customer service experience that I’ve ever had in my life.

We bought 6 Montana Leather dining chairs Dec 2024. 2 had flaws. Two replacement chairs were sent. They also had flaws. Two more replacement chairs were sent, with flaws! A third set of replacement chairs were shipped. Flawed again. The fourth time we were so frustrated, it is now February 2025. After ignorant comments form the store manager in St. Catharine’s, saying how she “waived the restocking fee” and we could go shop at another location…we requested a full refund for all of the chairs. Knowing we’d never get 2 chairs without major defects. Made in CHINA! No tags say leather on the chairs either. 🧐
Customer service was okay but the whole experience was terrible. We were going to buy the matching bar chairs, and couches and a black arched display cabinet. No thanks this was a nightmare. We didn’t have a full set of chsirs over the holidays OR for the next 3 months and now I have NO dining chairs bcuz Urban Barn can’t seem to deliver more without flaws.

I purchased a Nixon couch(white) frame was damaged received a huge hassle to return couch . Went to west urban barn and got a discounted couch for 1500.00 went to pick up it up , (leg was bent, frame broken) asked for more of a discount , refused. Went back for days later couch was marked up to 1800 and asked the Coco (manager)for a discount , won’t honour the price for 1500 told me frame was broken not an issue .

After sale Customer Service is terrible. Stay away from this company.
I paid for in full a 40"wide barn door in August 2024. Finally received the door in November. But they have sent the wrong barn door rail. The rail provided with 40" wide barn door is not long enough. The door cannot be installed without the correct rail. Even with numerous door manufacturers and Home Depot collaborating that the door rail that Urban woodcraft sent is not long enough, Urban woodcraft will still not fix the situation. Instead, Urban Woodcraft is saying that if I want a longer rail, which will need to install the door, I need to pay them another $200.
Christmas is coming, and I am stuck with the barn door sitting in my dining area that I cannot install. I would never never never recommend this company. It's buyer beware and I should've read reviews and checked it out before I bought.

BEWARE - The product that urban barn ships to their clients is not the same calibre as their floor models. I bought a $4000 couch earlier this year for our cottage, however the couch that was shipped to me, wrinkles every time you sit on it (from the day I unboxed it) compared to the show room model, which, despite being in a busy store with a lot of foot traffic always looked pristine. It’s actually only half my couch that has the issue (inadequate stuffing) When I reached out to customer support, who took a very long time to get back to me, they refused to take ownership of the situation, and instead advised me to fluff and rotate my pillows. I can promise you I have done everything possible but the cushions I received (bench and back cushions) have never, and will never look as beautiful as the couch they had on display. They also told me that they have stopped using that supplier, which makes me believe it wasn’t only me making this complaint, which is why it was discontinued. If you’re reading this - urban barn, likely has your money and unfortunately they will not do anything to resolve your complaint. So disappointing! Unfortunately, they do not stand behind their products nor do they take ownership of their mistakes. They are OK for home decor but AVOID their couches!

Very poor experience . Purchased $9,000 of furniture for new condo once guaranteed Nov 15th delivery. Kelly, Asst.Manager lied, did not disclose shipping by moving company in St. Catherines, do not deliver in area on Fridays, items lost in transit, name incorrectly input, error in email, shipping address. Was not told of 15% restocking fee. Charged 2 shipping fees as purchased 8 items, Advised store does not provide after sale service. rude and unprofessional team at Stoney Creek Store. Had the nerve to charge for a bag for linens after spending $9,000. Will never go back !!!!!!!

Very poor service have tp fight for a response