Urban Barn

I purchased a table and four chairs on backorder. I was told the set would work together, but they do not; the chairs are too high and don't fit under the table. I paid for the item in cash and was told that if I chose to return it, I would receive my money back in the manner I paid, which was untrue. I have to return the chairs to a warehouse and wait to have a check issued from accounting, which will take a minimum of 3 weeks. I've spent hours on the phone and emailing, trying to have it resolved. I'd be happy if it were returned to a debit or Visa card, but they will not do that. I will not purchase from them in the future, and I'm extremely disappointed with the refund policy regarding cash payments.

Hello community. Can someone recommend cabinet maker (furniture repair)
Heres my problem. I purchased a table Churchill line at Urban Barn 3 years ago.
Im having problems opening the table( adding the extra panel) or completely closing the table with no panels. ( making it smaller).
Ive contacted Urban Barn and their customer service but since its tree years I have the table they cannot do anything for me. I even asked for the manufacture name but they wouldnt give it to me. I asked if they could refer someone to fix or give me the tel number of the head office not allowed. In other words they dont care.

Be forewarned! I ordered a lamp back in early November from the Stittsville (Ottawa) Urban Barn store. At the time of purchase I was told I could cancel the order at any time - to just come back into the store. Half an hour later I purchased a lamp in another store and I went back to Urban Barn in order to cancel my order. I was then told that they cannot cancel orders -that I would have to call head office to do that. I did that the following business day and after two phone calls and lengthy discussions, they said they figured out how to cancel the order. However, the charge remained on my credit card! I have never been credited financially for this cancellation. I have made 5 phone calls to them to resolve this issue. Each time I have been given my case number and told that I will be called back or emailed the next day with a solution. I have never been called back or emailed by them. "The cheque is in the mail" is their repeated response. Ive asked to have a manager call me which they have not. It is now over two months since my original order was cancelled and I have spent countless hours on the phone trying to resolve this issue. I now have had to involve the credit card company to get my money back. I question if I ever would receive a refund if I wasn't on top of this situation and persistent. A customer should not have to fight for a refund that they clearly qualify for. It should have been done as soon as the order was cancelled. I do not feel that my situation is unique as there are numerous negative reviews circulating on line. Very disappointed in this Canadian company. So be forewarned shoppers! If you have any issue with this company or their products, dont expect an quick fix. It goes without saying that I will never shop again in any Urban Barn.

Picked up chairs. When unpacked at home wrong chairs. Then chairs were delivered but damaged. Store on Kenaston said I have to deal with Customer Care and I cant return to them. Was told on the phone that I will receive new chairs to replace the damaged chairs. Have no emails to confirm that I will receive replacement chairs or new receipt. Calle store again and the gave me number again for Customer Care. I am worried the chairs will come damaged again because in my view it was how they were packaged together in one box. Totally frustrating and I would not buy anything from them again.

Had to return a sofa we purchased. Was not happy about 15% restock fee, but agreed.
They took their money based on the entire purchase price, including tax. They said they do not tax the fee, but they have. Its only $51.00 in tax but the principle of the matter is what counts. They should have charged me based on the cost of the sofa, not including tax.
Very disappointed.

Love, love, love my Churchill dining table and sideboard! However I would not recommend the Whitewash Sutter alabaster stainafter one year I noticed rust/orange colour spots starting to seap through the top of both pieces and have tried everything to remove with no success. Spoke with several customer service reps at the company and they said theres nothing they can do. Sadly I now how to live with these awful lookin stains on my beautiful dining set.

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.

Do not buy furniture here. We purchased a couch and ordered the white Glove delivery service. They attempted delivery and decided they could not get it into our apartment building ! So they returned it. They charged us the non refundable delivery fee of $199 - which I am Ok with and another $500 to restock the couch. They say it was our problem to ensure we measured the apartment building halls, doors, stairways, elevators etc to ensure a successful delivery!

So we are out over $700 and have no couch!!!

Non of Urban Barns competitors have this restocking fee policy - shop with them unless you have $700 to spare!

I purchased item online & picked it up at a warehouse. Easy to put together so it was obvious right away that it was damaged. I notified customer service (as I couldn't locate a phone#) & was told I'd have to return the item back to the warehouse & pick up a new one or pay a $90 to have it shipped to my home! I let them know I'd be returning it & expected a refund. I returned it December 23rd & I can't even get a response from customer service about the status of my refund. Terrible quality & customer service. My worst shopping experience & wanted to warn others.

Just purchased 6 faux leather Bradley chairs. First off, the instructions look like they were written by a 5 year old. The corresponding letters didn't match the screws. They even called the Allen key a screw! Really Urban Barn?? Stop outsourcing and use local technical writers. No excuse.

My first structural complaint is that none of the threads matched up with the frame holes. It took two of us to contort the chair while another person used the Allen key to screw in the screws. The screws literally only have a few threads worth of grip in the slots.

Secondly, the seat of the chair is supported by a reverse L-bracket. Instead of seating the L-bracket on top of the rear guide rail, it sits underneath. So when someone sits down on the chair the force is actually pulling on the bracket. From an engineering standpoint, it should be a top-mounted bracket where the bracket is pushing against frame when you sit down. Needless to say , my 280lb rugby-player brother-in-law won't be using these chairs.

My final complaint is that these small L-brackets are screwed against the pleather and the inside edge of the bracket is shearing against the fabric. I'm sure this will be separating years down the road.

All in all, it's a case of style over sound engineering. For the exorbitant prices, you'd expect better.

I won't be a future customer any longer.

P.S. On a positive note, the chairs arrived undamaged.