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September 2024 by Kelly Chin
It was unfortunate my item was damaged coming from the warehouse. The Westhills location had great customer service to help replace my item quickly and at a better deal
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September 2024 by Lindy Neustaedter
The team at Westhills Urban Barn went out of their way to help me select and get the products that were perfect for my needs.
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August 2024 by Betsy Mikkelson
Luz was welcoming, and helpful as always.
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August 2024 by Crystal Scott
Westhills Store - Extremely Disappointing Experience
I recently had a very frustrating and disappointing experience at the Westhills store, which I feel compelled to share. I had been eyeing a painting on the company's website that was on sale, and I called the store multiple times to confirm that they had it in stock and that it was in good condition. The woman I spoke with assured me that it was available and without any damage.
To provide some context, another store closer to my home also had the painting, but the frame was damaged. They offered me an additional 10% discount because of the damage but suggested I check with the Westhills location first. Encouraged by the assurance I received from Westhills, I decided to make the drive.
Upon arrival, I discovered that the painting they had was the display model, and when they took it down, there was indeed damage to the frame. I asked if they could offer the same 10% discount that the other store had extended due to the damage, but they refused. I expressed my frustration, explaining that I had called ahead specifically to avoid this situation.
The manager's response was shockingly rude. She whispered to her colleague, making my son and me feel extremely uncomfortable. She stated that the painting was already highly discounted and that no additional discount would be offered for the damage. I tried to reason with her, explaining that the original discount was for perfect condition pieces across the entire Urban Barn chain and not reflective of a damaged item. She asked me who I had spoken to at the other store and said she would call them. Afterward, she approached me and claimed to have called the other store, stating that the damage there was on the front of the painting, not the frame, which justified their discount. Her attitude was dismissive and unprofessional.
Ultimately, I ended up purchasing the painting because she mentioned that there was supposedly one more in stock that could be ordered, but she couldn't guarantee its existence. This entire experience was incredibly frustrating and left a very bad impression. I will never shop at the Westhills location again. The lack of customer service and the rude behavior of the manager were unacceptable.
I hope this review serves as a warning to others and as feedback for the company to improve their customer service standards.
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April 2024 by Shane Jensen
Came in for accessories for my new condo, and it’s amazing in here!!!! Clean, fresh, got a bunch of great pieces and all staff super friendly and Conner was super helpful too!
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November 2023 by Brian Bong
Nicely displayed furniture and accent. Kind staffs.
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November 2023 by Bella Bee
Huge Store and very helpful staff.
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November 2023 by Melanie Kehler
Great customer service, store is nicely organized and well kept
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November 2023 by Dawna Docherty
Always enjoy shopping at Urban Barn Westhills!
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August 2023 by Kevin MacDonald
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.
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June 2023 by Sharon Moore
Loved the lamp and bought another. Sales help was excellent!
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June 2023 by Jodi Tweed
Was great experience can't wait until we receive our new products
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February 2023 by Lori Kroeger
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!
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November 2022 by M LeBlanc
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!
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November 2022 by Thu & Bob Duncan
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!
