Urban Barn Omdömen 

Very Poor Customer Service.

No reflection on the agent she is only as good as the the information provided by their system and in this case the system does not show if an order placed 8 days ago has been shipped. Shame on Urban Barn for not providing the frontline CSR the appropriate information for them to pass along to their customers.

First and last order I will place with this company.

I regret to share my recent experience with Urban Barn, specifically the store manager whose name I believe is Angela. Here’s a summary of what transpired:

Duvet Purchase:
About a week ago, I purchased a duvet from Urban Barn. Since the item wasn’t in stock, they kindly offered me the floor model. I accepted, eager to avoid a lengthy wait.

Billing Confusion:
- Suzanne handled the transaction, and I paid for the duvet. As I walked to my car, I noticed that the duvet lacked a price tag.
- Concerned, I returned to Suzanne to clarify. I wanted assurance that I could return the product if it didn’t meet my expectations.
- To my surprise, Suzanne (the store manager at the time) informed me that it was a FINAL sale due to it being a floor model. This policy was not disclosed before payment.

Assurance and Written Note:
- Despite my discomfort, Suzanne assured me that I could return the duvet. She even wrote a note on the bill indicating its returnability.
- However, this lack of consistency left me uneasy.

Second Encounter with Angela:
- A week later, I returned to the store to process the return. Angela was now the manager on duty.
When I expressed my intention to return the duvet, Angela informed me that a credit card refund was impossible. Instead, it would be issued as a gift card.

Unprofessional Behavior:
- Angela’s demeanor was shockingly rude. She dismissed my concerns, refused to listen, and provided conflicting information.
- Multiple lies were stated, and when I challenged her, she exhibited bullying behavior that was entirely unprofessional.

Resolution?:
- Frustrated and disappointed, my husband and I decided to donate the duvet back to the store. We left without the duvet, the bill, or any refund.
Urban Barn’s customer service has been a complete letdown. Our time and energy were wasted.

They don’t want your business unless you live in a major center. Their business model is ridiculous. You can’t buy anything in the store. It all has to be ordered.

We live 1000kms from the nearest Urban Barn. We were flying out of Vancouver for holidays so I placed a $5000 order in advance so that we could pick up when we landed.

I received an email saying that my items were in and I could use the link to book a pick up time. The two days we were going to be in Vancouver weren’t listed.

I sent an email, no response.
I used the chat 4 times and got no where.
I called, no answer

*there’s no number listed anywhere that I could find. I got in from one of the live chats who incidentally told me she’d arrange pick up on Monday. It seems their own employees don’t even know the warehouse hours. This new trend ti not have a phone number where customers can call a speak to a live human is a lose lose model.

Finally on the day we landed. I used the chat again and was told that the warehouse is only open three days a week! No where did it state that when I ordered.

It’s a business model that can’t possibly survive. They don’t deliver outside of a small area and it’s impossible for anyone outside of this area to purchase items. Even IKEA and Wayfair now deliver to the northern part of the province.

In the end, I canceled my order and no seemed to care that the business lost the sale. I think that they forget that sales = jobs.

l left the area without the items I need and had planned to bring home. We brought the truck all the way to Vancouver just to buy these things.

Very disappointed. Don’t waste your time on Urban Barn. They don’t care about their customers.