Complaints

This profile includes complaints for Urban Barn Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Urban Barn Ltd. has 20 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Urban Barn Ltd.

  1 4085 Marine Way Burnaby, BC V5J 5E2

• 

  Urban Barn Ltd.

  3142 Clarence Ave S Saskatoon, SK S7T 0C9

• 

  Urban Barn Ltd.

  #7 - 1585 Kenaston Boulevard Winnipeg, MB R3P 2N3

• 

  Urban Barn Ltd.

  2500 4 St SW Calgary, AB T2S 1X6

• 

  Urban Barn Ltd.

  #120A - 3200 Island Hwy N Nanaimo, BC V9T 1W1

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/12/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed online order. Company did not send shipping notice with tracking information when order was dispatched. Subsequently, order was returned to sender as undeliverable because I had no idea the package required any follow-up. Contacted customer service to inquire about the status of order. Tracking info provided at that time showed it was already successfully returned to sender. Requested refund, but told they had to confirm it had been returned (despite the tracking showing it had been). Then told that once it was confirmed, I would have to provide my credit card number to customer service via unsecured phone or unsecured chat in order to process the refund. **** ** *** ******** ********* ******** ********** ** **** ******** ** ********** ******** ** ** ******** * ***** ** **** ********* ** ** ******* *********** *** ********* **** *********** ** ** ********* *******Refused this refund option. Was told only other option is a mailed cheque. In 2023, this is absolutely unacceptable. Was told my cheque refund would be confirmed by end of that day. Still have not received a response. ********* ******** **** ** ** ************* ******** ** ******* ********* *** ******** ********** ******* **** *****

  Business Response

  Date: 18/12/2023

  Hello *********, 
  
  I understand how frustrating this is.  Urban Barn is working to update our refund process to make it smoother and easier for both Customers and Employees of Urban Barn.  At this time Urban Barn does not store complete customer credit card information so we do need to connect with you over the phone or Live Chat to collect the middle 8 digits of your credit card in order to process the refund.

  We have been in communication with you and we have couriered a refund cheque to your home. This cheque is showing to have been delivered on Thursday, December 14th, the refund has been completed on our end. The refund was resolved within 5 business days of initial contact with us.
  

  Thank you,
  *******************************

  Customer Answer

  Date: 31/01/2024

   The consumer contacted BBB and stated the complaint has been resolved.

• Initial Complaint

  Date:21/09/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm lodging a complaint against Urban Barn for my recent purchase (Order #********). I'm deeply dissatisfied with their service, highlighting the following issues: Initial Purchase & White Glove Service: On July 4, 2023, I bought a bed from Urban Barn with white glove delivery (additional fee). The initial purchase went smoothly. Adding a Bookshelf: On September 4, 2023, I added a bookshelf to my order. Waterloo Boardwalk staff kindly (who are amazing) linked the orders to prevent double delivery charges. Delivery Miscommunication: On August 3, I received an email stating my bed was on the way, though I expected it to wait for the bookshelf. Delayed Bookshelf: On August 28, I was informed my bookshelf would arrive on September 6. I prepared my room, removing my old bed, as confirmed by the store. Delivery Postponement: On September 5, I received an email delaying the bookshelf to mid-October. This caused frustration as I had no bed to sleep on. Request for Combined Delivery: Urgently needing a bed, I asked Urban Barn to deliver the bed first and then the bookshelf without extra charges. They demanded $199, which I found unreasonable. Inconsistent Customer Service: When I inquired about the fee, I was directed to chat as phone service was unavailable. Josephine initially agreed to waive the fee, but another representative contradicted this. Lack of Supervisory Support: When I asked for a supervisor's assistance, I was told it wasn't possible, leaving me unsupported. Urban Barn's actions demonstrate a clear failure to meet their commitment to customer satisfaction. I face unnecessary delays, extra charges, and inconvenience due to their mishandling. I kindly request your mediation for a fair resolution. Urban Barn should honor their initial agreement and deliver the bed without additional charges, given the circumstances they caused. Thank you for your attention. I anticipate a prompt response and resolution.

  Customer Answer

  Date: 27/09/2023

  Hello 
  The store has called and provided a resolution! Thank you so much we can close this out

• Initial Complaint

  Date:01/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a sofa from Urban Barn. Returned within the 14 days and knew I had to pay a 15% restocking fee. They told me the fee is not taxed. When I got my statement, they had in fact included the tax I had already paid. They should have charged me for the item, and not included the taxes I paid for the sofa. They said the take the fee based on the total amount paid, which in this case included the taxes. This is not right and I am asking for your support in getting the tax paid back to me.

  Business Response

  Date: 13/09/2023

  Good afternoon,

  We have connected with the customer and resolved their concern.

  We clarified the laws around taxation, which the customer understood.

  As a sign of goodwill, due to a misunderstanding, we provided the customer a cheque, matching the amount they requested.

  Thank you,

• Initial Complaint

  Date:15/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My partner and I purchased the ***** leather loveseat and chaise (meant to go together as a sectional) on Oct 20 2021 at the Urban Barn ****** location in the amount of $4,709.05. We were told the sofa included the ************ warranty (#*******) which was a big factor in ** purchasing the sofa since we had a young child. The warranty covers leather sofas like this for 5 years. On Nov 9 2022, we had a milk spill from a baby bottle which damaged the sofa on the chaise and loveseat part. We could not attempt cleaning, only blotting as we were aware attempting cleaning ourselves would void the warranty. We contacted Urban Barn the next day to open a claim. We were asked to submit pictures, our receipt and a description of the incident which we did and our claim was approved on Dec 22 2022 by i* ****** Services which is the company that handles their claim (Claim #********). We were told a cleaning company of their choosing would be assigned to attempt cleaning. The company was finally sent in late March 2023, 4 months later from when the claim was opened, all while I couldn't clean it myself. Professional cleaning was unsuccessful from their assigned vendor as they stated the texture of the leather had permanently been changed due to the stain sitting there for so long. I attempted multiple follow-*** with ** and Urban Barn directly but was being told by Urban Barn that ** has never reached out to them, and being told by ** that Urban Barn isn't replying to their inquiries. I feel like being given the runaround and no one is taking accountability to let me know what the next steps are. It has now been 7 months since the claim was opened. I am looking for help into getting an answer from this company as to what they will do next to rectify the stained cushion covers since cleaning did not work. I am open to having new cushion covers sent, sofa replacement for store credit to replace the sofa.

  Business Response

  Date: 01/06/2023

  Hello *******, thank you for taking the time to share the details of your experience. We apologize that this issue has taken longer than expected to resolve and we can understand your disappointment with the process. Please allow me an opportunity to review your case, consult with ************, our partner with whom the warranty is offered and fulfilled, and I will escalate your concerns to the appropriate team for a timely resolution. I will be in contact by email over the next few business days to further discuss your experience so please watch your inbox for my follow up to this message. If you would like to share additional feedback, please do not hesitate to contact ************* using the Contact Form or Live Chat feature on urbanbarn.com. Thank you.

• Initial Complaint

  Date:18/04/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the evening of April 15, Ifound a lamp on your website that I wished to purchase. I verified on your website that it was available at the store closest to me, the *********** location,with a note that there was limited stock. Based on this information, I rescheduled my plans for the morning of April 16 and went to the *********** store, taking care to arrive at its opening time of 11 a.m. to ensure the lamp would still be available.When I went intothe store I immediately saw the lamp on display and let the salesperson know I wanted to buy it. She checked and informed me that they did NOT have any available, though your website continued to say that it did. I asked to buy the lamp that was on display and was informed that it is your store policy to never sell the floor model, no exceptions. I was standing right there, looking at the lamp I wished to buy and was not permitted to.The options I was given were: 1 ) Drive another ***************************************************************************** 2) order it and expect it to come in in 3.5 months - at the end of July.As I did not have another hour and more available to drive to the other store and back, I was forced to choose to order the lamp.My complaints are with respect to: 1) the incorrect and misleading information on your website which created this situation and 2) the inflexibility of your store policy that does not allow the sale of floor models (particularly for small items like lamps) when another one can't be reasonably obtained.I would like to request that you find a way to source one of these lamps from one of your stores and arrange to either have it shipped to me directly, or sent to your *********** store for me to pick up. I should not have to wait 3 and a half months to get the lamp that your website said you had - and that you did indeed have, but wouldn't allow me to purchase.

• Initial Complaint

  Date:06/03/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, On January 4, 2023 I purchased a nest chair $1699.15 plus tax (order ********) and console table $699 plus tax (order ********) from Urban Barn, Train Yards, Ottawa. At the time of the sale, the clerk ****** ***** said the eta for the chair was longer than the table, so the white glove delivery of $199 plus tax was applied only to the chair with the understanding that it could be changed to delivery for the table and it would follow the timeline for the chair. After purchasing wall art that was a challenge to get home, and cost me extra to hire someone else to deliver, I decided to have the chair and table delivered. On January 11 I emailed ****** asking for the chair and table to be put together for delivery. The response was that it could be done, so I thought it was. Now the chair and table are in, and ****** will not allow for the two items to be delivered at the same time on March 8, saying she did not receive confirmation from me to link the items, even though I explained the challenges of the art pickup and specifically asked to group the two items for delivery. She also suggested that I cancel the order for the table and reorder and the delivery would be in mid May, even though the table is in now. I contacted the shipping company *** ******** a few times, and they said they were willing to deliver both items and that the store just had to link the items. There have been a number of calls and emails to ****** and the store, however she refuses to link the two items for delivery. ****** said I could cancel and re-order the table and pay another delivery fee, and the eta would be mid-May. I am frustrated at ******'s inaction on January 11, ongoing miscommunication and ineffective resolution. I left a message for store management to contact me and I also forwarded the email chains to customer care.

  Business Response

  Date: 07/03/2023

  Hello *****,

   

  I'm so sorry for this experience and I can completely understand why it was so frustrating.  The issue with your experience was caused by a significant change to Urban Barn's operating system and Customer Service Policy, which took place between January 4, when you placed your order, and March 6 when your order was ready for delivery.

  Due to this change, Urban Barn is not able to make any changes to an order after it is placed, this includes changing your shipping method, and instead our store teams can assist you with cancelling your order and replacing a new one.  However, I also understand that those policies weren't in place when you placed your orders on January 4 so it is also unfair for these policies to apply to your orders.  We have prepared for situations like this and do have a way to support orders that were placed before the policy change, and I do apologize that you were given information that (while correct) didn't apply to you.

   

  I do see that your orders have been linked together and will be delivered together on March 8, which is great!

   

  Thank you and again, I'm so sorry for the frustration.

  
  Justine L*******

  Customer Answer

  Date: 10/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The policy confusion is a poor excuse if there was actually a way to support orders like mine.  I would hope the store would have realized the new policies did not apply once they escalated my concerns.  Instead of facilitating the delivery of two items already in the warehouse, they repeatedly said it was my fault for not confirming delivery and that they could not link the orders.  The delivery company was reasonable, understanding and waiting for approval to link the items.  However, the store staff complicated matters and after I complained, went so far as to contact the delivery company to specifically instruct them "not to link" the two orders.  I believe this was cruel and very poor customer service, and it was calling this out that resulted in both items being delivered this week.  For all of the inconvenience and time I spent on this matter, I believe I should be refunded the delivery fee or a portion of the cost of the items.    

  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:22/02/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While I have enjoyed shopping at Urban Barn over the years, I doubt that I will continue to shop here after my recent online experience. I purchased an item online, paid for it and selected pick up at the store. The next day I received an email from **************** saying the item is not actually available despite having already paid for it. Eleven days later and I have yet to receive a refund or even connect with a live human. Whats more the unavailable item is still available for purchase online. Urban Barn said they do not keep sensitive information like credit cards on file, yet tell customers to provide this sensitive information over their live chat in order to receive their refund. The live function only seems to work some of the time and is not a viable option to exchange sensitive financial information. Alternatively, you can wait in the hopes that a customer service agent might call you. There is no phone number to actually call customer service yourself. Apparently one did try to call me, but couldnt figure out how to dial the right numbers of my phone number and said she couldnt reach me. This is unacceptable and I wont be purchasing from here again. Not only is it unethical to take a customers money for unavailable items, but knowing its unavailable, they keep offering it for sale. And when you try to get a refund for an item you did not receive, they ensure that its a huge struggle for the customer. This is no way to do business in the age of e-commerce!

  Business Response

  Date: 01/03/2023

  Hello *******,

   

  I understand how frustrating this is.  Urban Barn is working to update our refund process to make it smoother and easier for both Customers and Employees of Urban Barn.  At this time Urban Barn does not store complete customer credit card information so we do need to connect with you over the phone or Live Chat to collect the middle 8 digits of your credit card in order to process the refund.

  Your feedback is heard and we are working to resolve the concerns, in the meantime I do see a Representative working to connect with you, now that your correct phone number has been confirmed, so we can issue you your refund.  Alternatively we can provide you with an Urban Barn Gift Card for your refund however that is entirely up to you and if you prefer the refund to your credit card we will continue to reach out to you until we can process this refund for you.

  Thank you,

  *******************************

• Initial Complaint

  Date:12/12/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased these two chairs order #: CA_******* received the chairs in a timely matter but the finishing is terrible. Is like there wasn't quality check! the leather on the chairs have marks all over and looks like they ran out of material so the back wasn't finished properly. Pretty much half of my house is furnished with Urban Barn stuff but this might be the last time I buy from this store. I just want to return them without ANY cost to me. I filled in two tickets over 7 business days ago and no respond at all.

  Business Response

  Date: 05/01/2023

  Hello ******,

   

  My sincere apologies for the delay in getting back to you and for the response time of our Customer Service team.  November and December mark the busiest months for Customer Care and during this time our response times can be longer than any of us would like. I do see that our team has completed the return of your chairs with a refund as well as a gift card as an apology for the experience.

   

  Once again, I am so sorry, this isn't the type of experience we want out customers to have.

   

  Thank you

  Justine L*******

  Customer Answer

  Date: 07/01/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:17/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is in reference to order ******** and ********
  
  In the short time that we’ve had these couches (under 2 months), we’ve noticed that the cushions that you sit on of both couches and the accent chair are visibly sunk it. When you touch it you can feel that there is less filling in the middle of the cushion and it is not as comfortable as when the couches first arrived. Even if you flip the cushion it caves in in the middle again.
  
  We have brought this up with the store we purchased the furniture from (**** ************ *******) and they directed us to file a complaint online.
  
  We would like to know what you can do about this situation.

  Business Response

  Date: 18/11/2022

  Hello,

   

  Thank you for reaching out.  Your warranty claim submitted to Customer Care at Urban Barn has been received on Nov 18 and will be serviced by a Representative as quickly as possible, though it make take a week or longer for this to take place.  In the meantime Urban Barn recommends rotating and changing the position of your cushions in order to ensure even wear and tear across the foam and therefore a consistent feeling on the sofas as they age.  It is normal for the foam to soften with use, however we will want to determine if any defects are present on the sofa.  While waiting for a representative to reach out, please take some photos and / or video of the issues you are experiencing to share with our Customer Care team so they can better understand your issue.

   

  Thank you,

   

  Justine L*******

• Initial Complaint

  Date:09/11/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hey Urban Barn Team,
  
  While I don't like filing complaints, getting a response from live chat or tickets sent directly to the Urban Barn inbox is tricky. I've been waiting for a human interaction since 10.27.2022 ( Case #******** ) and have yet to receive one. I sent a follow-up ticket on 11.3.2022 - and still waiting for a response ( Case #******** ).
  
  My order has yet to ship. Please cancel order CA_******* and provide me with a refund as soon as possible. Thank you.

  Business Response

  Date: 14/11/2022

  Hello *******,

   

  I do apologize, we have had a higher than expected volume of tickets come in recently that has left our Customer Care team behind.  I do see that Kajal was able to connect with you and process the refund for your Wilshire Rug.  Again, I'm so sorry for the delay in assistance!

  
  Thank you,

  Justine L*******

  Customer Answer

  Date: 18/11/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *******