The trainyards store is great and the staff are helpful. However, the experience with Urban Barn itself has been horrible. We spent over $4000 for a couch and chair. We received a call telling us that one of the 2 items is in at the warehouse and ready to pick up. We asked if its okay to wait till our chair has arrived so we can pick everything up at the same time instead of renting a truck twice. We were told no problem..2 months later we get an email from Urban Barn head office saying if we dont pick up our items in a week our order will be canceled?? I apologized and said we never received a call and we set up a time that worked and rented a truck to go pick up the couch and the chair to only find out our COUCH was still the only item that arrived. The warehouse told us go back to the store our chair should be there. We went back to the store to be told your item never came here... The store apologized and said they will deliver our item directly to our house but it will take up to 5 weeks as our item is on back order. Head office offered us a gift card as an apology. Its currently been almost 16 weeks and still havent received our item..we purchased and paid in full in November!!! Horrible experience with this.

Bad customer service when problems arise... We purchased a custom couch from Urban Barn Trainyards, which arrived with a broken leg and fabric pulls. We contacted the store same day, and mentioned that their delivery company also noted the issues. Rather than believe us and create an action plan, we had to dissemble our sectional and send pictures to "prove" the damage. They then also verbally questioned whether we did something to create the issue, even when it was clearly documented on delivery. We then also became responsible to receive the replacement parts, and contact the store and their 3rd party company to complete the repairs. 3 weeks later it was finally fixed, and in the meantime a broken sofa sat in our main living area. Now that the damage is fixed the sectional itself is very nice, but the lack of customer service we received was extremely frustrating and the "premium, white glove" delivery service that we paid extra for was definitely not met. Unless buying something you can walk out with, I would caution that once your money is taken they don't really care and it's on you to continue escalating a response.

Love Urban Barn! Visited my first location a few years back in Kanata. Being from Cornwall, I didn’t get there often, so I had my daughter shop for me there instead when she was there. Now that they have a new location in the Trainyards, I can go on my bi-weekly shopping trips to Ottawa! For this last purchase at the Trainyards location, I ended up calling the store just before, to confirm with them that they had specific items that I was himming and hawing over from a precious visit! (vogue velvet bedspread macaron & matching pillows) I was hoping it wasn’t an issue of “If you snooze, you lose” type of thing! lol I spoke to Barbara on the phone and she was very helpful in my search for the items at her store location and was able to put this bedding aside until I got to the store. Yay Barbara! (Thank-you once again!) This was my second visit to this location, and I love it... Great staff, beautiful items. Who wouldn’t want to shop there?

The 50-70% off sale proved to be quite a challenge if you shop at the Urban Barn. First, most items are sold out on line (which is disappointing) which leads to calling locations to see if they have the item(s). That takes time as calls are not always answered on the first try. Note that you could drive to multiple locations as most of the stores have very limited stock to begin with or no stock at all. Again, if the item is not available on line or in stores - why advertise a sale. I did find all the items I wanted at Trainyards (excluding the ones that were never available in the first place). But because they were on sale - they would not place them on hold even though I was willing to drive across town. To sum it all up- a lot of work for nothing. I was in the area a couple of days later and managed to get two items I wanted. The ones that I would have had on hold were gone. Overall negative shopping experience.

I agree with the other reviewer that they rarely have any quality items in stock. I went in after visiting the website and finding 4 items that I wanted : a lamp, two rugs and a wall decor item. All of these had to be ordered in. They even had it in a Montreal store and couldn't have that item transferred to Ottawa. Instead, they gave me an ETA for that item of 5 months. Then all the other items were to arrive within 2-4 weeks. Today was the end of week 4. Surprise, surprise! Only 1 of the 3 items I bought that day have arrived. Not only that, but I only learned this after calling the previous day and being told they were only missing 1. Not happy with you Urban Barn. Cancelled my whole order. Will buy online next time. They were supposed to call me back today. Still no call.

This store is well laid-out, bright, and full of great items. The staff is all incredibly friendly and willing to help any way they can. This year, we will be hosting our first Christmas with our family. My wife and I purchased a dining table and were excited to set it up ahead of the holidays. When we got home, we realized that there was a missing piece for the table that was not in the boxes. When I went back to the store, Lynn and her team were rockstars and made sure that I would have the piece ready for our family dinner. It arrived today and the table looks great! Can't thank them enough for their professionalism and attention to detail.

Really awful customer service. The three ladies who were working and were not busy were okay with staring at my wife and I but not acknowledging us. If a business still needs to learn that it's a common courtesy to greet your customers and they've been in business, somehow, longer than a year, I have news for you. You won't make it. I used to shop here fairly consistently with my wife but will stop based on poor customer service alone. Other customers were not ignored, they must have looked like they made more than my wife and I do. Unfortunate that a place that sells great items is off my list. Won't shop there again.

We ordered a dining room table, 6 chairs and a side table for delivery. The table was the floor model so was the only piece that was in town. The rest had to be ordered in so it all had a 3-4 week delivery. On the day of the delivery everything arrived except the table. The delivery company never had a table on their work order. We now had to reschedule another delivery and will have another window to wait for the hopeful arrival of our table which has been long paid for. Our experience at the store was very good, we had no issues there. Not so happy with the delivery and the lack of a follow-up from Urban Barn.

The customer service was amazing. Jackie was my sales person and she went above and beyond with helping me purchase a chair even disassembling it so I could fit it in my car. WOW! And knowing that I wanted to purchase a second same chair, she called me a week later to let me know the floor model was going on sale and would put it on hold for me. How amazing is that! I’m a regular UB customer and I will be going back to this location even if it is the furthest one from my home :)

I’ve spent a fair amount at the Trainyards. Urban Barn over the past few years. Overall their furniture is very good quality and reasonably priced. The service is also very good - which is why I was a bit dismayed when, after purchasing a floor lamp this week - on sale and a floor model - I got home to find they didn’t include the lightbulb. Seemed a bit cheap given it was a used bulb and, for practical purposes, a used lamp. Soured me on Urban Barb, to be honest…

Their mask exemption policy is to set up a time before or after hours to go in and shop like I'm some leper. I will not be back after being treated like I was a disease carrier just because my medical condition keeps me from wearing a mask. Beautiful furniture, but the discrimination will keep me away permanently. EDIT: If I'm showing no signs or symptoms then who exactly am I putting at risk by not having a mask on?

SO happy you've opened a store in my end of town. The furniture and accessories are stunning and your staff is charming, friendly and so helpful. I bought two items and everyone who visits my home comments on them. The store is bright, spacious and a real addition to our neighbourhood. The only problem I have with it is the fact that every time I visit the Urban Barn, I want to completely redecorate my home. :-)

My daughter called from Winnipeg called UB (Trainyards) to have a duvet set aside. The duvet was out of stock in Winnipeg and it was on sale. I didn't know that fact when I picked up the duvet. I was not given the sale price (not even mentioned). Although the quality of the duvet is good, and the service was good, the fact that the discount was not honoured at the Ottawa store has coloured my opinion.

Ordered online (quick and seamless process) and was aware of delays from the start. I had an absolutely fantastic experience with online service rep (Tara) who was able to keep me updated (with follow up emails) and even organized shipping (to my surprise everything actually arrived early). The products (fairmont bedroom set) is of very good quality and looks fantastic as well.

I had an amazing shopping experience at Urban Barn located in The Trainyards. The sales associate Shawn was very helpful and convinced me to buy a few items on sale. I believe the sales associate is a trained interior designer so I knew I was in good hands. If you need great advice be sure to ask for Shawn. She will help you find what you are looking for.

Staff was friendly and helpful. We wanted to buy a sectional sofa. The fabric selection was horrendous. 75% of the fabrics on display are discontinued. This should be an easy fix, someone let the stores know what to remove from the display. We purchased furniture from Upper Room with no issues regarding fabric selection. They update fabric regularly.

Shawn was great help, with her experience with interior design she was a delight to work with. Extremely knowledgeable and not pushy at all! Highly recommend giving her a call. As for the material that they sell, products are great quality. A bit pricy compared to other furniture stores but over all a good source for nice furniture!

The service was absolutely mediocre. The information I received to help me make my decision at the beginning was wrong, mistakes were made in the payment, I had to do many follow ups and the staff had no customer service skills. I am happy with the product in spite of the delays and poor service.

I love the Urban Barn. Great, affordable, stylish pieces. Shopping in person is great. Ordering online is slow and not the best communication. A full 10 days went by before I got a shipping notice. Little updates would be appreciated (Hang in, we are processing your order). Highly recommend!

My friends and I went to Urban Barn and enjoyed walking around and seeing what was available. It was my first time in this store so I took my time. I ended up purchasing some place mats that were perfect for my dishes and table. Thank you for your service and help. Gail

The customer service at the store was great, Mai was very helpful. We bought a sofa 4 months ago and the seats cushions already collapsed and we barely use it. The fabric is also cheap!!! I send an email to the store with pictures of the

Bad Cusomer service! Bought a pouf online, receive an email saying ready for pick up. Did a 30 min drive from Gatineau to pick up my order. At the store my order is no where to be found. There was the same pouf on the floor so said to

This store is full of amazing people. Very patient, and very helpful. We take all the time we want to decide what we need and how it would look, and they assist at every step. They do not push us to buy something we might not want.

Wonderful selection of unique trendy merchandise. The sales associate was very helpful. She helped me move storage ottomans around the store to find the perfect match with my grey sofa!! Will definitely be back soon.

We were walking our dogs by the store and noticed they were pet friendly.. NICE! However we kept them outside for now. They have some very nice products there. Looking forward to paying them a visit without the dogs.

The store itself is great when you are there on place, you get a good client services. But when you want to call, they are very hard to get a hold of. Even when you try to call the client services number.

I went in today, two sale associates were at cash. I asked them for help regarding a product. One ignored me and the over said one second.. I stayed 10 mins waiting...and still no one offered to help

Very eclectic mix of furniture and decorating items. It was fun looking around. Was shopping with a friend so I didn't make a purchase. Would go back if I was looking to find a unique item.

The sales associate was great. I was looking for end tables..way to expensive for me. Did leave with a door mat though :) l liked the store..maybe I will go back when there is a sale.

What a great team! Special thanks to Jackie and Shinead for the amazing service. If you’re looking for a hassle free shopping experience with great selection, this is the place!

Warm and cozy showroom with beautiful quality furniture and accessories at a decent price. Plus knowledgeable and friendly staff which makes for a pleasant shopping experience!

I've always loved stopping in at the Urban Barn downtown Ottawa but rarely got the chance to go. I'm very excited that there's a new shop closer to me. Beautiful store.

Beautiful, large showroom. Matt was super helpful and continuously went above and beyond to deliver exceptional customer service - very polite and professional.

This was a lovely store. I didn't find the pillows that I was hoping for, however, I did find a few other items which will be used as Christmas gifts.

First-time shopper at Urban Barn - Trainyards. Beautiful store and friendly customer service. Will be happy to return to make other purchases!

Spontaneous stop at this lovely store. Discovered and purchased some unique items. The staff were super friendly and helpful. Will be back!

BEST STAFF , GREAT SERVICE EVEN THOUGH IT WAS BUSY THEY TOOK THE TIME TO HELP AND VERY RESPECTFUL . I'M VERY HAPPY I FOUND THIS PLACE .

Go here to fantasize about the house you'll likely never have lol. Dreamy decor and furniture so beautiful that you will go home angry.

Mid range prices. Nice styles. What gets the 5 stars was the service while there. Very helpful and knowledgeable. Too rare these days.

Wonderful store with amazing decor! Staff was really helpful and not pushy. Got some great dishes and will definitely be back often!!

As always, great prices, unique products and exemplary service. If you can compete with HomeSense you know you're doing things right!

Very friendly place to shop. Of coarse, I only went to browse, and I ended up purchasing an item I will have for a very long time.

staff was really nice. They found us the artwork and accepted to keep it in stock for us to come back with our bigger car. 10/10

I purchased two items from this location. the dino head and moose skull. the management and staff are very friendly and helpful

Friendly and bilingual service. Always ready to help upon request and facilitate orders in not available in store. Merci.

They wouldn’t help carry out a heavy item for my mother. A nice lady from the parking lot ended up giving her a hand.

The store was clean and staff was very nice, but the prices were astronomical for the quality of furniture sold.

Love this store. The staff and service is amazing. The products are unique and fun. I'm going to be a regular.

What a wonderful store full of great decorating ideas. The staff was very cheerful & helpful. Love your store.

Mai was very helpful and provided us with suggestions as well as a design for our family room. Thank you Mai!

Awesome store, service, displays and Barbara was beyond helpful and 5 star service!! My new favourite store!!

I really enjoyed my first visit to Urban Barn. Bought a few things and plan to return soon...Great service.

I have not picked up my order yet, and you are thanking me for visiting the store. Should I be concerned!!!

The retail store equivalent of a woman named Ashley, Ashleigh, Ashlea, Ashlee, Ashli, Ashlie, or Ashly.

I was served by Jackie. She is amazing with lots of decoration experience! wow I was impressed!

Love the service from sales associate 4803. We wish we knew her name. Great store and service!

Excellent service and knowledgeable staff. I love our new runner I purchased for the kitchen.

Great first visit. Store looks much larger from the outside though. Nice stuff. Will return.

It was easy, quick and Mark the sale person was very nice. Bought at the Train Yard store.

Super friendly and helpful staff and I loved some of the quirky items...right up my alley!

The Trainyards location was bright and welcoming. Barbara was helpful and resourceful.

Very slow order processing considering the item is in stock and it is store pick up!

Fantastic service - we purchased the 2 frames - Metropole 1 and 2...they look great

I always have great service at both urban barn locations and I love their stuff!

Wonderful products at reasonable price points! Will most definitely be back.

Incredible staff and absolutely the most beautiful, good quality furniture.

Beautiful, unique and quality furniture & decor with fantastic service

Stacy is amazing as always. So pleasant and helpful. Thank you!!!!

Friendly staff and excellent service. Great shopping experience.

Nice store. Beautiful furniture, lamps, bedding, and home decor.

I am very happy with my purchases, will definitely go back

Beautiful store. Great prices! Will certainly go back.

Friendly staff, excellent service and unique products

Barb was great! Cared about me and the purchase :)

Great staff ! Our item was on time, happy client.

Amazing staff, beautiful products I will be back!

Pleasant and efficient staff the day I was there.

Great customer service, very friendly staff!

Great store staff so friendly and helpful...

Very personable staff and very helpful

Beautiful Furniture and great help.

Always perfect with great products

Very friendly and helpful team.

Great service. Beautiful store

My new favourite place to shop

I had great customer service!

Sure friendly staff!

Exquisite store.

Love the style