Business Profile

Furniture Stores

Urban Barn Ltd.

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

28 total complaints in the last 3 years.
7 complaints closed in the last 12 months.

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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:08/11/2022
Type:Delivery 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.
On June 17, 2022 I purchased a sectional sofa from the Urban Barn, Newmarket Ontario location. The order number is ********. I paid $6,897.52 for the sofa, which was the full purchase price plus delivery. As an aside, I think the requirement to pay for an ordered item in full is unacceptable. The consumer has absolutely no leverage as Urban Barn has received full payment. At the time, I was told that the fabric I had selected was IN STOCK, which apparently was a good thing as a backordered fabric would have slowed down production even further. As it was, I was told that production would be 14-16 weeks, followed by transport from BC to Ontario and delivery. At 17 weeks from the purchase date, I followed up with the Newmarket store and was told the item was being shipped. At 19 weeks I was told that they were unsure where my order was and it was suggested that I contact Urban Barn Customer Support directly. I sent 2 emails, neither of which I have received a reply for. I also attempted several live chats only to have the chat stream disappear during the exchange. I have called the head office in Burnaby several times only to have the phone ring endlessly, with no opportunity to speak to anyone or leave a message. At one point, I heard back from the store that the sofa was in production, and this was after they had told me it was in transit. On Friday, Oct. 28, I heard from the store that the sofa was due to arrive at the Mississauga warehouse on Mon. Oct. 31 and that I would receive a call within 2-3 business days to schedule delivery. It has now been 6 business days and I have not received any calls. It has now been 20 weeks since I ordered and paid in full for this sofa. I am concerned that when it is finally delivered that there will be something wrong and I will have no recourse. I am feeling very frustrated and at this point would like to cancel the entire order and receive my money back!
Business Response
Date: 14/11/2022
Hello,

I'm so sorry for this experience, I will be taking a further look into your order to find out why the product was delayed an additional 3 weeks beyond what was expected. I do see that the sectional was delivered on November 12 and I hope it it is the perfect piece for your space!

Thank you,

Justine L*******
Customer Answer
Date: 16/11/2022

Complaint: ********

I am rejecting this response because the sofa was delivered missing 3 of the 4 toss pillows I was to receive. The purchase of the sectional sofa included two toss pillows and I purchased an additional two toss pillows. So, the expectation was that I would receive a total of 4 toss pillows, yet only 1 came with the sofa. The delivery driver from *** ******** was aware of the situation. He included this information in his delivery report along with a photo that clearly showed only 1 toss pillow with the delivery.

I have been in contact with *** ******** to see if perhaps it was left behind in the warehouse. The person I spoke to was Irene and I am still waiting to hear back from her. I have also been in contact with the Store Manager at the Newmarket, Ontario location, Elena Iaboni, where I purchased the sectional. It is my understanding that a claim was going to be submitted by Elena.

I don't know how long this process will take. I am hopeful that it can be resolved quickly.

Sincerely,

***** *******
Business Response
Date: 18/11/2022
Hello *********

Thank you for reply and yes I can confirm that a claim has been entered in the system for the toss pillows, we have started the physical check to determine if the pillows were simply left behind in our warehouse, however if we can't locate them during this check we will need to source replacements from our vendor. That process is underway and the New Market store will be in touch with you directly as soon as there is an update.f

Thank you,

Justine L*******
Customer Answer
Date: 21/11/2022

Complaint: ********

I am rejecting this response because I would like to keep the complaint open until the outstanding matter has been resolved to may satisfaction.

Sincerely,

***** *******
Business Response
Date: 09/12/2022
Hello,

Urban Barn doesn't control the timing of the opening and closing of your complaints with the BBB as this is related their system and practices. Your case opened directly with Urban Barn is open, and will remain open until we have resolved all issues.

Thank you,
Initial Complaint
Date:08/11/2022
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 ordered an item ( the ********* Reclaimed Wood Sideboard) in Spring 2022. It was delivered to me defective. I contacted customer service via live chat and they offered to send a replacement. The initial date of delivery they gave me for the replacement was August 2022. They emailed saying I would receive it by end of September 2022. In October 2022 I contacted them via their contact online form as I had not received the item and their live chat option was not working. I contacted them via the form twice and did not receive a response but did receive an email that the item was ready to be delivered. It came in October 2022 and this one was also defective and in worse condition than my first. I kept the first item. The movers told me they put a note in to Urban Barn and they should be contacting me with next steps. I sent another contact form asking for someone to connect with me the same day, as yet again their live chat does not work. I did not hear back in the 3-5 days that they said I would. I send another contact form, and again have not heard back. On November 7 2022 I tried to call the customer service number and the prerecorded message said to use the contact form or live chat. The live chat is still not working.
I want someone from Urban barn to acknowledge my complaint and to provide reasonable solution ( continuing to send me defective replacements that I have to wait months for is not one of them) \. It is absurd that you cannot get a hold of this company for assistance. Please assist - I want contact and a solution provided by customer service for this situation.
Business Response
Date: 14/11/2022
Hello ******,

I am so sorry the replacement piece arrived in less than perfect condition. I can see that a Customer Service Representative has connected with you and you have requested to speak with a Manager regarding your experience. A Manager will reach out to you in the next few days to discuss and resolve your concerns.
Thank you

******* ********
Customer Answer
Date: 15/11/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, I will await a phone call from a manager for next steps

Sincerely,

****** ******
Customer Answer
Date: 29/11/2022
Hello

I think my complaint had been closed in error.
The business wrote a response to the *** that a manager will contact me in a few days. I received a message that I had to either accept this or decline, if I do not respond that the *** will close it anyhow assuming resolution.

I chose accept because I do want their manager to contact me however I wrote a note to state that until they do I do not consider this resolved. Today when I went to check the status it says "resolved".

Please note this is not resolved as a manager has not contacted me at all since Nov 15. Please reopen this complaint.

Thank you
****** ******
Business Response
Date: 13/12/2022
Hello *******

Urban Barn does not have any control over when your *** Complaint case is closed, however I do see that a Customer Care Supervisor has been in touch with your to resolve your issue. Your complaint with the *** as well as your case with Urban Barn will now be closed as we provided a 20% refund to your original payment method to keep your piece as is.

Thank you,

Justine L*******
Customer Answer
Date: 14/12/2022

Complaint: ********

I am rejecting this response because:
Given the customer service received to date from this company, I will not accept this response at this time, until I see this refund on my card.

Sincerely,

****** ******
Business Response
Date: 06/01/2023
Hello *******

I can understand that completely. The refund was processed on Dec 7 and the refund of $385.09 was processed back to your ****.

Thank you,

Justine L*******
Customer Answer
Date: 11/01/2023

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:25/10/2022
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.
We purchased a table that extends over 13 months ago and matching chairs. We absolutely love the table and it has an extend feature, we used it twice once at xmas and once this past thanksgiving 2 1/2 weeks ago. The cog device that helps the table to open/extend/close popped up (the screw completely snapped). From the get go the table arrived with one of the legs having the thread for the screw completely missing and we resolved that with customer service, however this is something entirely different. The screw is broken and suck in the table and the cog is off with the broken screw. I have been trying for the past two and half weeks to get through to customer service. I sent an email form (I got zero confirmation they got it except a notice at the top of the web page when I submitted it) and their chat is either not working or non responsive. (I have tried on multiple web browsers with no ad blockers etc... even on my phone - NOTHING) I have called the store I bought it from in hopes they can somehow help me but they said as im just over the 12 month period I have to go through online. It is beyond frustrating. We do love the table, we just believe after using it twice for it to have such a bad defect and then zero response from anyone it is very demoralizing, for the amount we also spent on the table im not willing to just give up. This was a big purchase for us. - Hoping this can be resolved.
Business Response
Date: 01/11/2022
Hello ****,

First, I'm so sorry to hear that you've had challenges getting in touch with us and that you are experiencing issues with our table. We have had some ongoing system challenges with contacts not successfully reaching the Customer Care team and we are working with developers to resolve this issue. In the meantime I see that a Customer Care Representative has gotten in touch with you to replace the damaged ********* table.

I am so sorry for the frustration!

Thank you,
Initial Complaint
Date:17/10/2022
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.
I did an online order on September 29th for 3 stools that were on sale. I changed my mind and 9th wanted 2. An employee in the store told me to fill out the online form to cancel the order to avoid the 15% fee if it was returned after delivery. I did this on and I received a confirmation ********** on October 2nd. On October 5th the warehouse called to say the 3 chairs were ready for pickup. I said I tried to cancel this but received no response. She said I will take care of the cancellation. She did cancel it but could not tell me where the store credit was to reorder. I went to the store in Brossard on the 6th, I think, and they said they would get in touch with the warehouse for me(case number ********). I have tried the chat line numerous times and no one answers!! I would like my credit card refunded as I don’t want to do business with this business anymore!
Initial Complaint
Date:14/10/2022
Type:Sales and Advertising 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.
Found a wall art in store that I was interested. I asked about the return policy and I was told that I would be able to return the item if it did not fit my room size. No conditions were given. Due to the fact the store did not have any stock other then store display I was directed to order online, which I did.

Order # ******** -
Ordered - September 20th, 2022
Pick up email received September 30th, 2022
Picked up September 31st, 2022.

After picking up the item and determined it did not suit my wall, I was told at the store which I did the pick up, I could only get store credit. This was shocking and felt like I was trapped, as I was not told this prior to purchase. Had I known there were conditions to my return, I would not even have considered making a purchase.

I would like a refund to my original tender of payment which is credit card rather then a strore credit.
Business Response
Date: 17/10/2022
Hello,

I'm so sorry for the frustration and confusion regarding this transaction, Urban Barn strives to be transparent in our policies so customers can make purchases with confidence. As this order was placed online, Urban Barn's return policy is available on our website here: https://www.urbanbarn.com/en/customer-service/returns-and-exchanges-content.html?nav=Customer%20Service So customers can confirm the return policy before completing their transaction. All sale accents are can be returned within 14 days for exchange or store credit. Regular priced accents have a 30 day return policy.
Given that this painting is a sale item, Urban Barn can provide a return for store credit should you wish to return the painting.

Thank you

Justine
Customer Answer
Date: 18/10/2022

Complaint: ********

I am rejecting this response because: I do not feel it is fair when I was told otherwise. I do not want to feel trapped into making another purchase. Had I known this prior to purchasing I would not have purchased. Stores usually indicate at the time of sale this is final sale or can only be returned on credit. There was no disclaimer about this. Buried in the websote do I need to find out about sale items.

Sincerely,

****** *****
Business Response
Date: 20/10/2022
Hello,

I can completely understand your perspective and we have passed the feedback along to our store operations team to ensure stores are communicating the full return policy when customers ask. As you've noted, this is normally discussed during checkout at the time of purchase, but this purchase was completed online. While we can't confirm exactly what took place in store, we can confirm that our return policy on sale accents is 14 days for a return or store credit and this information is available online for customers to confirm prior to checkout.

Thank you,

Justine
Customer Answer
Date: 01/11/2022

Complaint: ********

I am rejecting this response because: I am told one thing, but the policy is another. When purchasing the item, there were no mentions of conditions with the item with a policy that changes between a sale item and non-sale item specifically for accents. Had there been acknowledgement or stated I would have understood the sales terms I am entering into. This was not clearly made to me as the usual return policy is you can return items with method of payment except for sale items which the sales rep failed to mention. Verbal contracts are legal as well to add to my point.

Sincerely,

****** *****
Business Response
Date: 09/11/2022
Urban Barn's return policy is printed on the back of Urban Barn's receipts, posted on a sign at the front of the till, and are available online. As this transaction was made online Urban Barn does leave it to the customer's responsibility to review the policies surrounding the purchase, and completing a purchase with Urban Barn also means accepting the policies around returns and exchanges. While you have stated that you visited a store prior to the purchase this transaction was placed online and our policies do apply. However as an additional step Urban Barn has also followed up with our store teams to ensure they are clearly communicating the return policy on products when asked.
Initial Complaint
Date:03/10/2022
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 had the ******* Sofa delivered on August 20th, 2022. When it was delivered and unboxed by the delivery drivers, the piece connecting the back-right leg on the ottoman was missing so the leg is not completely in and thus the ottoman is crooked. My order number is ***********.

To resolve this issue, I would like to have the incomplete ottoman replaced at no charge due to the poor customer service.

I contacted the Urban Barn Customer Care Team the same day and I received no response. After not hearing back for over a week, I traveled back to the Urban Barn ******** ******** location where I purchased the sofa to follow-up and the employee Kelly sent the Customer Care Team her first email.

After not hearing back for two weeks, I went back to the Urban Barn ******** ******** location and Kelly sent a second email. The Urban Barn Customer Care Team replied on September 10th and I responded with all the information they asked for. I haven’t heard back from them since even after sending two follow-up emails.

This is my first time purchasing from Urban Barn. I don't feel comfortable buying from Urban Barn again or recommending it to others due to the disappointing customer service.
Business Response
Date: 17/10/2022
Hello *****,

First and most importantly, I am so sorry you've had this experience with Urban Barn. This isn't the type of experience we want our customers to have, but clearly it is the one we provided. For that I am so sorry. I do see that a Customer Care Representative is now handling your case and arranging a repair with a technician. I would also like to reassure you that we have passed your experience on to the manufacturer of the sofa to prevent this issue to happening again in the future.

Again I do apologize for this experience and we will have a technician in to resolve the issue ASAP.

Thank you,

Justine
Customer Answer
Date: 19/10/2022

Better Business Bureau:

Thank you, Justine! Yes, a Customer Care Representative has reached out since I sent this message. The couch has been fixed and everything is resolved.

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

Thank you again,

***** *****
Initial Complaint
Date:13/09/2022
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.
I placed an online order on Urban Barn's website on Aug 5th for two chairs, totally over $1,500. I scheduled to pick up the product later that month. I received a call from an agent asking if anyone let me know that 1 of the 2 chairs was never available. I said no. She offered to find out if there is in fact 1 available or 2 in another colour. No call back. I still have not received a call and it is Sept 12th. I have reached out to my local Richmond Hill store - Kim, Manager there tried her best to help - still no contact and no update on my order. I have tried live chatting 3 times and no contact even upon letting me know they would contact me. No follow-up. No news. All they will offer is a full refund and I am sorry but for waiting 1.5 months and for almost going to pick up the chairs because I wasn't notified in advance, I would like something for my inconvenience. This is not cheap merchandise.

I have been informed by Kim at the Richmond Hill store that Urban Barn ecommerce is practically a separate operation from Urban Barn retail. The two cannot see one another's inventory levels. Also, she indicated that when you place an online order it takes 3 days to process and during that time inventory can turn to 0. Customer does not know this.

I am still waiting for a response. A status on my order. Still nothing. Horrible customer service that you cannot reach them. You need to wait for them to reach you.

Also, in the year 2022, never have seen the ecommerce side of a business operate separately from the retail. Poor business operations.
Business Response
Date: 27/09/2022
Hello,

Firstly and most importantly, I'm so sorry for this experience. This particular order has been challenging for Urban Barn to fulfill, and because of these challenges I have followed up with the head of our Ontario Warehouse (where the order was being picked up from) as well as the head of our Order Fulfillment team so both of these leaders can study what took place on your order and implement impactful changes to prevent this from happening to future customers.
In the meantime we have changed your order to the alternative colour of the same chair, with your consent of course, because that is in stock and provided White Glove Delivery for this order, as well as a Gift Card to recognize your struggles with this order.

Again, I do sincerely apologize and we are working to improve our order fulfillment experience for customers.

Thank you

Justine L*******
Customer Answer
Date: 27/09/2022

Complaint: ********

I am rejecting this response because: From my point of view, this response is missing the point. We have now arrived at a solution, yes but that is largely attributed to all of my tireless efforts to get in touch with UB and speak to various people to receive (a) a response period and (b) consistent, true response.

What is seriously lacking for UB is the lack of contact with the customer and inconsistent, broken down communication amongst team members to the customer. This is the source of my frustration more than the status of the product. Had a consistent message been provided to me from the start, or even the first time I was notified the item was not available I would have been accepting of the response. But 3 different times told by 3 diff people (first customer care agent whose name I didnt get, Harpreet, and then Matthew) conflicting information is way too much.
I love UBs products and will continue to purchase (from stores) for this reason but I am absolutely turned off by the operations/process. The one consistent response I have received is that it's so astounding the mixup of the product availability. I would describe it as an issue with ecomm operations -- I.e. I don't believe that this has never happened before. I would suggest that to make up for this at least, customers are contacted with a sense of urgency and provided consistent information by all agents contacting them. Very simple.

Sincerely,

**** ****
Business Response
Date: 01/10/2022
Hello *****
I can completely understand your position and I do hear these concerns. Internal communication, and streamlining operations is a opportunity for Urban Barn, one we are aware of and are actively working to improve. I do appreciate the feedback as we navigate these issues and work to improve our overall operations so that receiving your order can be as smooth and easy and visiting one of our stores. We have a long way to go but we are working on it.

Thank you

Justine L*******
Customer Answer
Date: 05/10/2022

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,

**** ****
Initial Complaint
Date:09/09/2022
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.
On July 25, 2022, I ordered 4 Nolin Counter stools in order number ********. On August 15, only 3 of the 4 stools were delivered. The shipping company said that Urban Barn would call me but they never did. I submitted a contact request on Urban Barn's website to open up a case and was told "**** *** ******* ** **" over a week later. I continued to follow up and received no response, it's almost been a month. I submitted another case today and still nothing. This is unacceptable. I expect to be sent my missing counter stool or given a refund and I've heard NOTHING.
Business Response
Date: 27/09/2022
Hello *********,

First and most importantly, I am so sorry for this experience with Urban Barn. This is not the type of experience we want our customers to have but clearly it is the one we delivered to you. I have reviewed your case and see that there were many opportunities for us to turn the situation around, which we weren't able to do. Because of this challenging experience, I have highlighted your case with the Head of our Order Fulfillment team and the Head of our Warehouse Management team for them to study what took place, and implement new standards to prevent this from happening to other customers in the future.
We are processing a refund back to you for the missing stool, with your consent of course, and are happy to provide an additional Gift Card to apologize for this unfortunate experience.

Thank you
Customer Answer
Date: 29/09/2022

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,

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

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Urban Barn Ltd. is NOT a BBB Accredited Business.