Worst customer service I have ever received. I have shopped here a number of times in the past because I like their stuff, they are quite pricey but the sales are usually pretty good. I purchased 8 placemats for our new dining table. I ordered them online and picked up in store. Well one is defective, it is nearly 2 inches shorter than the others, very noticeable. So I called the store and they were poliye but told me they had none in stock so I would have to call the main customer service. I call the line and as I was trying to clean at the same time was glad that they had a call back option as they were experiencing a high call volume. I pressed one and went back to wht I was doing. By the time I realized that they had not called me back they were closed. Being a Saturday I just assumed there had been a very large number of calls and I would try back on Monday. Well their hours are 8 to 4, my work hours. So I managed to call on my lunch and again they had high call volume. When I had to gang up to go back to work I again used the call back option.... No one ever called me back! Today Tuesday I finally managed to get through and was told that while they have some in other stores I would have to travel up to an hour away to exchange the defective product. They are incapable of shipping from store to store apparently and even though this is their mistake the best they can do is return the defective one, return them all or if I keep the useless product they will give me a $5 credit for the trouble, that I would need to pick up, costing me nearly the same amount in gas. So I will not be shopping at Urban Barn again.

Be extremely cautious of shopping at Urban Barn, is all I can say based on recent experience. We recently purchased a sofa in store with the 'assistance' of a very new staff member and their supervisor/manager. We specifically mentioned that we had a small entrance to our home, and asked whether it would fit through the door. The employee told us that it came in two boxes and assured us it would fit; conveniently neglecting to mention that if it did not fit there would be a 15% re-stocking fee for returning the product (in addition to the non-refundable shipping cost, of course). Lo and behold, the delivery vehicle comes and it's one large box, and did not fit. Disappointing. More disappointing, though, was the fact that Urban Barn still felt it appropriate to charge us the re-stocking fee despite having been mislead about the dimensions of the product. Yes, we signed a waiver, but given the circumstances and the fact we were not told about the re-stocking fee, this seemed extremely slimy - like Urban Barn saying "Gotcha!", to the tune of $500. ***Editing re: reply below*** While true that the Customer Service team at Urban Barn eventually provided a full refund of the re-stocking fee, it was not without pleading with both in-store and online customer service for hours; and no acknowledgement of the "miscommunication" was ever made. Even though we arrived at the desired outcome, getting there was anything but pleasant. *** I've sworn off Urban Barn as I simply can't give (more) money to a company willing to treat its customers with so little respect.

Fraudulent business practices Ordered several small decor items online. UB never sent me the shipping notice or tracking information when they were sent out. Package ends up getting returned to sender. When I inquired with customer service about where TF my package was, they finally provided tracking information that showed it had already been received back in their warehouse as returned to sender! What?? I requested a refund, but was told they have to confirm the package is in the warehouse (even though the tracking information SHOWS it was returned). Then I'm advised that in order to process the refund I would have to give them my card number again. Either by providing my card information to someone over the phone or in an unsecured chat. What?? That is absolutely NOT standard practice in ecommerce at all. Every other business goes into the online transaction and reverses the payment. It's simple. But this process is also not outlined in their return policy either. Allegedly, my only other option is a gift card (uh, no thanks!! I'm not spending any money here again!) or a cheque.... A CHEQUE. Which will take 2-3 weeks to process. Have I been teleported to 1985? What is going on?? My goodness. What an absolutely atrocious experience. I am not at all confident I'll actually receive my refund. I plan to submit a charge back on my card if it's not in hand within 30 days. My advice? RUN, don't walk, away from this company.

Worst customer service ever!!!!!! Don't bother visiting this location as the manager, Carolyn, is not professional and the customer satisfaction is at her least of worries. My friend bought a couch from here and unfortunately, what she received was neither clean, nor the cushions were the right size. These mistakes might happen in any purchase and it's not a big deal, but the way a store choose to address it is why I am writing a poor review. Carolyn literally refuses any responsibility, expect providing a cleaning spray !!!!! It's very disappointing that although my friend has spent around 2500 on a couch, she doesn't feel excited and happy about it. She could have easily spent that money on a similar couch in different store... Well, we learned our lesson: Urban Barn, especially the queen location, will never be our choice for furniture again!!!!! >I tried to upload a picture, unfortunately failed every time, I have proof for everything I am claiming!!< Thanks

I bought a sofa about a year ago but due to poor quality the front beam was breaking. I reached out to customer service directly multiple times and never got a response back after weeks. Fortunately enough the store staff were very helpful and I received a great service from Bailey. Jason took over my case from the store directly because I was never contacted by their customer service department and he helped me resolve my issue. I am giving the 5 stars to the store, Jason and Bailey but if I could I would give 1 star to urbanbarn customer care team. Wonderful store and staff.

I needed 2 lamps. One was at the Queen W store, one at King St E store. I was given the wrong lamp at Queen W which I didn’t realize until I saw the different box at the King E store (one lamp was a Janeen and the other a Jaslen). The staff at the King E store were very helpful. They had to order another lamp for me and I can return the wrong lamp when I pick up the correct one. Mistakes happen, thankful for the staff who helped me fix the problem rather than blaming me or the other store.

I love Urban Barn. They always have something for your home that you can use. Do not overlook them. Their sizing works for both homes and condos depending on how small your condo is and what the size of the piece is. Think of them as an upscale Homesense but not as hard modern as a CB2, more rustic modern. I love that they have customizable options for furniture. Their accessories are excellent, you will never go wrong with a unique piece. Check them out you will be glad you did!

We just started looking for an accent chair/recliner, we did not know where to start or what questions to ask. Urban Barn was our first stop, what a lucky break! Sabirie helped us, she is knowledgeable, attentive and kind. She helped educate us, which assisted us in our due diligence. We did not expect to the "the one" at our first stop - Urban Barn. One factor that helped us make the decision was Sabirie's warm and reliable service. We know we are in good hands with her.

Excellent selection of furniture that will last. Delivery scheduling was a bit annoying since the service they use offers very limited days and large booking windows which wasn't very good for us since we both work and can only book our condo elevator for 2 hours. When I cancelled the delivery and opted for pickup instead, I was told that I had to go back to the store to get the $100 delivery fee refunded. If we ordered online, that hassle could have been avoided.

Please send refund and revoke my gift card. I will contact Honey as well. This is robbery, and I didn't go through with the purchase for the item at the furniture store. I never received the gift card, and I only purchased it because I wanted the furniture but it did not meet our needs anymore and we had that cancelled. Please refund this entire amount, not cool to treat customers this way. Gift cards here using Honey is a scam!

I am giving a 5-star review for excellent customer service and decor consultation by Bailey. Bailey welcomed me to the store and I honestly told her my intention for coming was only to get design inspiration. She was still open to seeing pictures of my space & gave valuable feedback. We even found some cushions that would tie in the colours in my space ✨ Definitely going back to this store for future purchases as well.

Love this store! I have purchased many items and never had any issues. I actually HATE purchasing display models so having a warehouse is ideal. The delivery is 100$ so it's worth it to purchase more items because it's a set rate for up to 7 pieces which is so worth it! The sales associates are awesome they are super friendly no matter if it's a price adjustment or a purchase.

Queen St. Location is fairly large, 2 levels. The customer service is very hit or miss. Purchased an area rug and unfortunately they did not have it in stock. The associate rang up our sale and mentioned it would take a week for our order arrives. 3 weeks later after no phone call we decided to call, and sure enough out rug has been sitting in their back room for 2 weeks.

We have been this downtown location for Four times for furniture shopping for our new condo! We liked the sleek and modern design. Great design, you need to raise budget to afford some pieces of furniture but but they are largely reasonable. Staff are helpful and friendly. Stay tuned for promotions on select items!

Very nice place with quality items and furniture. Went it looking for a couch and noticed many items that we would like. Good selection, good prices, very knowledgeable, helpful and friendly staff. Go here first when looking for furniture and house hold items. Also very cool coffee containers and a great price.

Absolutely impeccable service. Love this store and their staff ! Can’t say enough about this store, absolutely fantastic staff! Pleasure to shop there… Shout out to Jake for all your help , Shout out to Jason and Thom for the great service everyone pitches in to help ! Great team you are ! I will be back !

One of the bigger Urban Barn stores in Toronto, two-story. Variety of cute and affordable furniture are available either in store or for customizing. I had a great shopping experience and staff were really nice and knowledgeable. Most items could go on sale at some point, so do not rush buying/ordering.

Astounding customer service every time I'm here. Incredibly patient and impeccable service and there's always great inventory available with two floors to wander about. Love to shop here. Atm they have virtual shopping that a rep walks you around the store which allowed me to buy exactly what I needed.

The store is beautiful!!! There are things I selected that are so stunning. The prices are fair and affordable. The staff was very friendly and helpful. I would definitely recommend Urban Barn to my friends! It was a wonderful experience being in this amazing store. Thank you. Marie

We had a fabulous shopping experience, with a lot of help from both associates. Despite entering the shop 10 minutes before closing, we were not quickly rushed out, instead very kindly helped and given a lot of inspiration and help with price adjustments! We can't wait to return!

Lily was such a pleasure to work with while purchasing a couch from Urban Barn. We had a few issues with our fort couch purchase and I was so happy with the service we got from Urban Barn with the return. Thank you again for all your help! Looking forward to our new couch.

Urban Barn has been such a godsend. Their floor sales are incredible, and every time I go their staff are all super helpful and friendly. Jason, in particular, was a dream to work with. I'll know I will be back sooner than later - thank you!!

I did my due diligence and measured my elevator dimensions and confirmed with the Urban Barn sales rep that my purchased couch would fit into my condo. Lo and behold, 2 months after the scheduled delivery date, the couch arrives and doesn't

Great experience at Urban Barn on Queen West. The store is just perfect, with everything you’re looking for to cozy up your place.. the staff was super nice and helpful! The cherry on the cake? 20% sales on home décor until 28 May 2023.

Everyone in the store is great, but I had a couch that didn't fit and it took them 2 months to give me a refund. Completely unacceptable. Do not buy from this company if you are worried about your money being held hostage.

The layout & selection in the store is great! The staff are friendly and helpful; Carolyn was wonderful in helping me choose my carpet. Then when I picked it up, another sales associate helped me choose cushions.

I always look for special and good quality and well-designed house glues, I buy with confidence from this brand and place on Queen West Street, and the sellers are very respectful and have patience and kindness.

Jason the store manager and his staff are so pleasant! In my experiences as a frequent shopper I find the staff to be very knowledgable on products, and extremely friendly! Great products and customer service.

Bailey was very friendly and helped us with our needs, without any sales pressure. I think she went above and beyond to provide us with solutions in regards to what we came in looking for. Thanks Bailey!

I love this place. Has a great selection. Elegant yet eclectic. Everytime I visit I seem to walk away having bought something. I'm not sure if that's good or bad . Not expensive but not cheap. …

I found a mirror that was perfect for my needs, among other things we ordered. The staff who were present when we visited were helpful and friendly. 100% Would visit again for our furniture needs!

Tish was a star! I had to return! I am so pleased with my purchases. Tish and Lauren have been so amazing helping me choose and making great suggestions. Ladies, I am coming soon. See you then.

Tish is amazing! ! I didn't make a big purchase, just 2 sets of dishes. Regardless of the amount of the purchase, Tish gave me get full attention from start to finish. I will definitely be back

Urban Barn never fails to deliver. Hope they get a bigger slice of the market now that Pier One is on it's way out. Friendly sales staff; Bailey helped greatly with our most recent purchases.

Bailey was super kind and helpful! We were walking around downtown for the day and she let us keep our purchases in the back until we were done playing tourist. Great experience

Great products and sales people! At this time, only looking for small items, book boxes and stems - great/unique selection, made even better with sales prices on some items....

Love this Lauren from Queen West, apology for not knowing your last name. Great service; so friendly and so helpful. Really enjoying my recliner!!!!!!!! Thanks so much.

Just picked up a new bed.....staff went above and beyond to help us getting the heavy pieces into the truck. Excellent customer service. Thank you Urban Barn Queen West

Lovely staff. I bought an industrial pipe shelf which I'm in love with. The shop assistant was so nice and helpful. My dog was also welcome which was a big deal for me.

Furniture here is good quality so it commands a high price. There's a variety of items and the staff are really knowledgeable and friendly. The warranty is also great!

Great location. Tom and his colleagues were super kind and helpful.They let me bring my pup in to the store and got him some water. Enjoyable experience all around!

Excellent salesperson, excellent quality, excellent warranty. It takes a long time to get the furniture but it's ok because they're actually constructing it.

I had a wonderful shopping experience looking for a new sofa. Bailey, the sales associate was kind, considerate, thoughtful and patient. Thank you so much!

Friendly customer service, definitely not on your back.. Their sales could be better, they're usually 15-20% isn't much for already over priced furniture.

First time visit was awesome to the Queen Street, Bathurst location. Staff were very friendly, helpful and Knowledgable. Definitely will be back.

The staff were always amazing, even in resolving anything that comes up and no matter what store. Great furniture and top notch customer service.

The staff here are so friendly and make it a great shopping experience. Thank you so much, and a shout out to Jake who was great to work with!

I bought a chair with custom fabric at Urban Barn eight years ago and it's held up extraordinarily well. No fading, minimal wear, used daily.

my experience at Urban Barn has always been excellent. The staff are helpful, kind and very customer service oriented. I love shopping there.

Amazing experience, jake is amazing and patient , helpful. He got it done! I would shop there again because of him. Thank u Jake! Judy

Amazing customer service. The staff are insightful and not pushy at all. The furniture is excellent quality for the price as well.

Robert & Jake we’re excellent! The customer service at this location should be commended as everyone is just so lovely!

Excellent staff. High quality merchandise. Very attractive sale prices. A pleasure to work with Tish on a virtual tour.

Service was great and loved the look and warranty on the sofas that are made in Canada! Hoping to place an order soon.

Really nice staff who were all very helpful, store was very clean and had a lot of great selection. Highly recommend!

Been shopping at this store for the last ten years. Love the service, love the couches. Excellent for condo living.

I always have a positive experience when I shop at urban barn on queen street. By far the best staff!

Beautiful boutique, everything is well presented. The sales persons are very nice and helpful.

The furniture here is so plush and comfy. Bailey helped me twice and she's super great …

Very friendly and helpful staff. Great products and if you can catch a sale you are golden!

Staff were super friendly and helpful. Store was clean and neat. I would shop there again.

Robert was very attentive and helpful. good quality merchandise at a reasonable price

I love this store. Has great sales and lovely furniture and accessories for the home

Love this store! Staff are super friendly and their items are always so gorgeous.

Great store with lots of selection and helpful, friendly staff that aren't pushy.

Bailey has provided a great client experiences. She's always friendly and helpful

Excellent staff and love the inventory. A fun shop to casually wonder through.

We loved the service. We loved what we bought. It came quicly (within 5 days)

This place is good but it is a bit pricey compared to other furniture stores.

The customer service here is outstanding! Plus, great furniture pieces too.

Great store and customer service. In fact all the locations are fantastic.

The attendant was very helpful and the store has very good items for sale

Thom was extremely helpful and knowledgeable. Highly recommend this store

Excellent team at the Queen Street location. Wonderful customer service.

Wonderful selection to make a house more like a home, and great prices.

found just the item I needed and the retail assistant was terrific

Sales person was very attentive and knew the inventory very well.

Sabine is so amazing and very courteous! Overall, great variety!

Quality furniture so it's a bit more pricey but they have sales

Very nice furniture at a reasonable price.