My partner and I purchased the Mayhew Storage Bed - a beautiful bed in theory, not so much in practice. I ordered this bed in November and was told it would arrive in mid-January. It was delayed 3 separate times and finally arrived February 24 - more than 3 months after I ordered it. We were told CoVID-19 is responsible for shipping delays, however my partner and I furnished an entire 4-bedroom house in less time than it took for this bed to arrive, with almost no other delays. I contacted the local store manager to discuss compensation and ways to rectify this situation, and was informed that store managers don't even have the authority to waive shipping fees. The only solutions offered were to cancel the order (despite planning an entire bedroom around this piece) or to buy another (more expensive) bed. I contacted customer care (online, because telephoning isn't even an option) and Jordyn told me she would be investigating the situation and be in touch in 2 business days. Today is day 5 and she finally got back to me with only a statement (not even an apology) that she could not offer us any compensation. My partner and I spent 3 months sleeping on a mattress on the floor in a brand new house because Urban Barn cannot manage to deliver products in a reasonable timeframe. It took twice as long as quoted and we are incredibly disappointed in the product and service. Upper management is telling staff to use CoVID-19 as a scapegoat for their poor business practices, when in reality, other vendors are not facing these same delays. Onto the bed itself: there was no bed in stock to view at the store, nor was there a colour sample, so we purchased it blind. The colour is very close to that pictured online, thankfully. The bed arrived in 3 boxes and we unboxed each section to find instructions. These were buried under the drawers and we found them too late to use them, so we assembled the bed using instructions I found online on my phone. The slats are damaged (wood stain removed by poor packaging, damaged wood, some slats are flat and others are bowed) and 1 of the 4 support legs is an inch too long and needs to be re-machined locally. We can't simply sand it down, because it has a metal inset screw bed. The bed reeks of wood stain and has given me headaches each of the last 3 days we've slept on it because it was packed too quickly. While Michelle and Hella were lovely to deal with at this store, I will never shop here again. Customer care is sorely lacking, and it seems there is no way for local staff to even accommodate concerns like this. I am incredibly angry and disappointed in this 3+ month ordeal, and I have spent hours trying to find answers, apologies, and solutions.

There is a reason why consumers flock to online shopping such as Amazon. As much as I would prefer to support local retailers, retailers such as Urban Barn push customers to online anyway. Their stores are barely “show rooms”. You can’t actually walk out of their stores with purchases in hand. Even worse, once you’ve seen something you want and go home, you can not call back to make a purchase. You must return to the store for paperwork or better yet, they ask you to “go online”! They say their policy is to only allow first time customers to complete a transaction online. Wow! When you ask the store managers why, they shrug their shoulders and say, “I just work here, it’s our policy.” There should be no surprise why retail is failing. Poor product knowledge, poor inventory, poor selection, and higher prices. There should also be no surprise when store managers/staff find themselves out of a job because the retailer has gone bankrupt. To be clear I do not have an issue personally with the store or staff. I do have an issue that consumer feedback needs to escalate to senior management who can advocate to banks and insurance companies to remove nonsense policies on consumer’s purchases.

Staff were friendly and courteous One staff member insisted the lamp I pirchased came in one box. I pointed out it said on the side of the box there were 2 boxes but to no avail. After getting home and trying to assemble the lamp, it was evident parts were missing.......another trip to the store.There was a second box. The product is really quite flimsey. It is together, but not really stable. Not too easy to assemble. Rather a dissapointment. I like the "look" but thought it would be sturdier. I destroyed the boxes and styrofoam so cannot retuen it. I have someone coming to help stablise it. As a suggestion, I would suggest you provide one of your staff to be available (at a cost) to help assemble your product if necessary, It is very frustrating for an elferly lady , on her own, to handle this sort of project,I might add, the little knob to turn it on and off also fell off and I can't ceem to make it fit well enough to do any good. As you can see, this has not been a wonderful expweience.

I had such an awesome experience shopping at Urban barn! Clair was my sales associate who helped me at this location and she is outstanding. The furniture is solid, well built and very well priced for the quality. I decorated and furnished my living, office and dinning room with everything I bought from them. Returns were super easy, any dificincies were caught by the wearhouse so I didn't even have to deal with it, and the product was replaced promptly. I've been shopping at this company since 2005. From then to now this company has matured; the customer service is fantastic, and the product is beautiful. Thank you Urban Barn for making my shopping experience fantastic!

My shopping experience was very positive. However I am irritated because they asked me for my e-mail address and I asked them what for. They told me it was to notify me when my furniture arrived and they promised I would receive absolutely no advertisements, newsletters or junk mail. I gave them my work e-mail address. Now I am getting multiple advertisements and junk e-mails to my work e-mail address on a daily basis. Yes, I know I can unsubscribe, but its still a privacy breach when you put someone's personal and confidential e-mail on a mailing list without permission. Not impressed. Please try to be more careful in the future.

My husband I and purchased our entire living room and dining room from Urban Barn, spending a good chunk of change. Janet, the Sales Associate who assisted us, was super helpful. I am extremely indecisive and very visual. Janet literally re-arranged the showroom multiple times, moving around throw rugs, pillows, chairs, wall art, side tables . . . you name it, just so I could see it all together. She provided suggestions and options without being too pushy and didn't mind that I came back multiple times before making a concrete decision. Thanks Janet! We LOVE our new furniture.

Many lovely pieces in the store. Friendly good service and very helpful with questions. The two items I bought are even nicer than when I saw them from a distance on the wall in the shop. However, there was a mattress and pillows on a bed for people to try which was completely unprotected. I would not lay down on a bed and pillows during COVID and thought this was not helping to protect people. Afterwards I checked the website for more items but it did not even have most of what I saw in the shop and I was very disappointed. I will unsubscribe

Overpriced cheap products from abroad. I could have stayed home and ordered from the likes of Etsy, Wishlist, EBay, and or Amazon for similar cheap product but less expensive along with free delivery. High street shops need to wake up and stop overcharging for garbage, instead sell real durable products made locally, then the price will reflect the product. Perhaps this is one of those stores you display your purchase with price tag attached the same as owners of baseball hats and sporting shoes. I will say the staff were very friendly.

Absolutely the worst customer service. Asked when my delivery can be done and how. Well it still 3 weeks out. Been waiting 2 weeks for a 2 week maximum. Asked on phone and in store well can I coordinate with the delivery company to make sure it's set up, because I'm working in the office again. All no. Can't get anything other than a 3rd party will contact you prior to delivery. Will be avoiding anything this company touches, just terrible service, not to mention the wait on my one-and only product. GN Urban Barn. Won't miss ya

I found the staff to be professional, knowledgeable, attentive and fun. Corey and Neila were so helpful the first day I went into the store last week. Angela, the store manager, promised to call me if more of the dining chairs I was looking for came in. They were good for their word and now I have just what I was searching for. We really enjoyed ourselves and I'm grateful they made the shopping expedition so delightful. I will tell my friends about the positive experience and I will be back.

I had the most enjoyable shopping experience after months of self-isolating with the Covid issue. I was very impressed with the social distancing and sanitizing practiced by the staff to ensure safety of all customers. The customer interaction with all team members is a delight, specifically with Karen whose, interpersonal skills, passion and knowledge for Urban Barn's products is exceptional. Needless to say, my home is filled with Urban Barn's accessories and furniture.

This was the second Urban Barn we visited that day and the great service from Heritage carried over to Westhills location where we were greeted and helped to find all the items we were looking for (and then some). Very fun up-beat atmosphere to shop in! Went in again on Cyber Monday and even though the store was busy still had amazing customer service! One sales associate even recognized us from our previous trip!

Hella and the entire team at Urban Barn Westhills are just absolutely amazing. I hope everyone gets an opportunity to work with them - they have made our last two moves as seamless as possible and we couldn’t thank them enough. Hella has a great eye for design and style and truly understands our design desires, while being mindful to our budget. Thanks very much for caring about our home as if it were your own!

They are the worst Store for urban barn . Their customer service is reversed , the are always right not the customer . On thé phone the representative could not the proper order number . Not sure if it was an education issue or in ability to know the digits . They promised a false delivery date which never happened . I believe it is better for them to close this branch or replace the manager.

Good customer service and nice furniture, don’t trust their delivery dates they provide. My furniture arrived weeks after what I was originally told with no recourse or anything from them. I also specifically told them I did not want spam emails but she said I needed to give my email address to receive the pick up info. Within the week I started getting a bunch of spam emails.

Happy with my new Brando Cognac chairs! Ilse, at Westhill's was wonderful to work with. She was very personable and allowed me to take time to view, sit on, move around and ask questions about each chair and patiently entertained all my questions over email prior to purchasing - and after! I would again travel across town to deal with Ilse at Westhill's store.

We truly love the top notch friendly and very professional customer service we have received from LAIZZA. She was patient and helpful in guiding us find what we were looking for. The rest of the staff were really cordial and relaxed. We are very satisfied and happy for the customer service this UB location. They went above and beyond for us.

Found a lot of what I was looking for in one stop to furnish my condo. The pieces are a little pricier but the quality of the product is there and you get what you pay for. Staff was accommodating and helpful without being too pushy. If you are willing to spend some extra money for quality furniture I would certainly recommend.

Excellent selection of quality furniture and art pieces. Staff are welcoming and will let you browse freely without any added pressure. The store manager, Michelle, was a delight to work with and helped make all the arrangements for a big purchase, walking us through the steps and troubleshooting our order. Thank you!

The girls in the store were so helpful and knowledgeable with helping me make my decision for two area carpets, drapes and flower accessories. I am so happy with my purchases, there was one associate that was most helpful, Janet, she was great. A very delightful shopping experience, thank you Urban Barn.

The Sales personnel were extremely helpful. My purchases will not be available for awhile so will not know exactly how they will look with my existing furniture . However, am hopeful all will be good. The prices were very reasonable and I am excited to receive the 4 pieces in the future.

We recently purchased a sectional and an ottoman from the West Hills location. Marcella was incredibly helpful and attentive. Our decision process took much longer than we had ever anticipated and her patience was amazing. It arrived last week and we love it! Thanks again Marcella!!

Loved the display flowers I bought - 2nd to none - however, there was a "sales" girl (?) that greeted me when I walked in - and continued to follow/hover ever so near to me the entire time I was in the store, I had to bite my tongue so as to not tell her off, please BACK OFF!

The staff are so lovely, I have gone in to check if my order is here yet and they have been great. I wish I hadn't ordered online though, the sale is the same in the store and the item is in store, so I am still waiting for mine to be delivered. Good to know for next time!

Great customer experience at this location! The store manager went above and beyond for us after we encountered challenges with pick up of a large painting that we had ordered. Do not hesitate to give them your business, as they will look after you!

I love shopping this location. They typically have what I need or are happy to track down an item at a different store. Special shout out to Samina who has helped me on several occasions and always gives me the best customer service!

I have been looking for a set of kitchen canisters everywhere! Finally found the PERFECT ones here at Urban Barn Westhills!!!! Love them!! And bonus...inexpensive! So happy with my purchase and the service! I will be back!

Super happy with our new custom couch with chaise. Very good quality, great fabric and very comfortable. Only downside is that it was almost double the cost of a regular couch - just to get the chaise. (Even with 20% off)

It is absolutely unacceptable this companies spam policy I reluctantly gave my email to receive notification of when my order is at the wherehouse and course I have been getting spam emails. Never shopping there again.

First time to this location (used to visit Crowfoot). Nothing but positive things to say here - Amazing help with a product exchange and found a bunch of new accessories for my new sofa Will be returning!

Working as a design professional I have always had success shopping with my clients at Urban Barn Westhills! They carry a wide range of fabulous products and I enjoy working with Janet and Michelle!

Staff was not very friendly or helpful. Struggled to get any help at all. Wish i would have choosen another location for my purchase. Won’t be going back. Don’t recommend shopping at this store.

Ilse at the Westhills location helped me choose some chairs for my kitchen, and I absolutely love them! She was so friendly and welcoming, will definitely be back for more items in the future!

Caleb at west ills was a great help when my sister and I were shopping for a new dining room table and chairs for our parents. Thank you for making our shopping experience so easy!

Pricey but quality collection of rustic and modern furniture/accessories. I've purchased multiple items at this location and the staff have always been pleasant and helpful.

Staff were very helpful. We were interested in some sale items they didn't have in stock however they made calls to other stores and found us what we wanted. Great service

So many neat things to buy at Urban Barn! The staff was very knowledgeable and helped me select all of my purchases including an awesome three-print wall hanging. Love it!

I love Urban Barn. The staff are always very friendly and allow you time to explore. I love all the quaint pieces and the art work is stunning and very affordable.

Salesman was amazing and with our collaboration we arrived at the perfect collection for the fireplace mantle and totally understood my style. Absolutely the best.

Products are the same regardless of which location you seem to go to but after being here 3 times I have gotten much better service at other Urban Barn locations.

Store Staff was extremely helpful and would recommend going to this store if your going to an Urban Barn. Better yet don't go so it won't get too crowded :)

Both Karen & Claire are amazing. Very helpful and friendly. They go way beyond typical retail service. Well done, I'm looking forward to my next purchase!

Visited the Urban Barn at Westhills Sunday Nov. 4th 2018. Oliver was our sales associate, pleasant, kind, helpful but not pushy! Keep up the good work.

A good variety of home decor. Check-out process and time can be rather slow. This is an area of improvement that the store management should focus on.

Truly enjoyed the learning..brilliant idea to let us practice with anything in the store..I end up buying what I practice with !! Love your store!

Fantastic sales person went out of her way To help me find what I was looking for. The pillows that I purchased are beautiful. I love the store!

Decent product. Don't love that everything seems to be backordered (3rd time), but great staff and will shop there again

Urban Barn is my go to store when I am looking to furnish or accessorize my home!! Super helpful staff and new finds

Had to make an exchange of a lamp and staff were extremely helpful. Urban Barn Is definately a favourite of ours.

Love your sales! Staff were very helpful finding items requested. Love the quality and variety of your products!

Friendly & knowledgeable staff. Scooped up some great deals on my visit! Will definitely shop here again.

The individual who assisted me was very helpful without hovering while I made my choice. Beautiful store.

If you want top notch customer service see Ilse. She is very knowledgeable and really knows her product.

Excellent service! Very responsive and helpful! Ilse den Besten was especially pleasant to deal with!

Such beautiful decor items... abs furniture ..! Staff is super knowledgeable and friendly too!

Great store, products, and customer service – Michelle is absolutely phenomenal to work with.

The lady on staff who helped me provided excellent customer service and knowledge. Thank you.

Excellent as always. Friendly, helpful staff and a pleasant shopping experience.

Good customer service at Westhills Urban Barn. Bought a lamp and love it!

Urban Barn has great staff, lovely items, and a very relaxing atmosphere.

Very nice store, beautiful merchandise and helpful, friendly staff.

Was great experience can't wait until we receive our new products

Great selection of cool stuff and very pleasent staff.Thank you.

Great customer service, store is nicely organized and well kept

Really good customer service and gorgeous furniture for sale!

Loved the lamp and bought another. Sales help was excellent!

Michelle at Westhills offered excellent customer service!

Quite impressed with their couches, variety and options.

Nicely displayed furniture and accent. Kind staffs.

awesome visit the staff super friendly and helpful

Always enjoy shopping at Urban Barn Westhills!

Love the store! Great ladies working there!

Very informative about our future purchase

The staff was very friendly and helpful.

Huge Store and very helpful staff.

Unique products for a good price.

Love my new sofa, great service!

Nice furniture, helpful staff.

great service and attentive

Wonderful customer service!

No face diaper no service

Claire is amazing!

Great selection

Love it all