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February 2024 by Anya K
This is the second urban barn I have walked into (burloak being the first) where there are no other customers except me and not even a hello upon walking in was said to me. 3 employees working this morning. This may be my last trip to urban barn to be honest.
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December 2023 by Nicola Cacciacarro
The worst customer experience I have ever had. I love this store but I will never shop at this company again. I returned an item that I purchased with cash. When I did the return, they told me they did not have enough money in the till to pay me in cash. I asked if they had a float in the back and they said no. I asked them to return it on my debit card and they said that was not their policy. I was advised that I would have to wait for a cheque to come in the mail. What?? At that point I was also advised that the turnaround time for that was relatively quick. I waited 3 weeks and still had not received a cheque. I called the store and was told they would need to speak to a manager when they were in the following day. I was expecting a callback the next day and...nothing. I waited another 2 weeks and still no cheque. At that point I escalated my concern to customer care at Head Office. I was told that they would look into the issue and get back to me. Days later I received an email that they were trying to see if tracking was available for the cheque. I asked again if they could just refund it back to my card and I also asked if I could escalate this to management. The response was 'the only option from management and myself is to wait for the cheque'. I finally received the cheque almost 2 months later. I work in customer service as well at a financial institution. There are options and measures that could have been utilized to get this situation rectified in a timely manner. I am so disappointed that I was dismissed and at the poor customer service especially given this is a Canadian store. I was sent a $20 gift card for my troubles...no thanks Urban Barn, never again.
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December 2023 by Ted Manor
Extraordinary customer service. I was particularly impressed recently with the staff member I mainly dealt with (Lydia) who did excellent post sale follow-up work for me. I also earlier was having a bit of an issue trying to place an online order & called the store directly for guidance - they sorted everything out, & made things easy for me. I’ve made in store purchases several times over the years & would definitely recommend this store.
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December 2023 by CM
Salesperson 5824. I had to fight for my item to be returned. Terrible know-it-all .. arguer.. confrontational.. brutal.. I hope she can learn from this terrible exchange.
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October 2023 by Hiawat Ayana
Very poor service. Walked 15min with no greeting or acknowledgement, at one point we were also the only customers is the store and still no one talked to us.Please do not profile your customers, you never know who is there to support your business. Save the autotext reply from this review and all we want to request is that customers feel welcomed regardless of age, background or race. So future customers don't have to feel profiled.
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August 2023 by Paige Stirling
This location is far from my home so I typically buy things from them online and pick up in store when it's more convenient for me to make the trek. Buyer beware! You must pay attention to whether items are on sale (indicated by .97 online - buried in small print deep in their website) apparently, and not buy those, in order to get your money back if the item you haven't otherwise seen doesn't fit in your home. Policy seems ridiculous for home decor, and very cheap for a company that brands itself as higher end.Such a shame - I'm a long-standing customer who has been buying from them since 2008 when they were only in Western Canada. I also introduce a lot of Ontarians to what I thought was a great brand. The distance of the store is a significant deterrant but the online option made it palpable. I'll be thinking twice about buying from and promoting them again.
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August 2023 by Roilene Giosi
Walked in with my daughter today. Normally shop at the Burlington one but we were in the Stoney Creek area so thought we'd pop in. 3 staff members were "working". No greeting from them. Walked around store looking at everything. Found a small kitchen table I was very interested in purchasing. Still nothing from any of the ladies. Continued on around the store and instead of buying the table we just left as no acknowledgement what so ever during to time we were in the store. Unacceptable, rude behaviour from such a prestigious store. I am disgusted. Stoney Creek furniture ended up with my business.(Not only a kitchen table but a love seat and chair and going back for a bedroom suite) your loss Urban Barn. Been a long time customer....well not anymore.
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June 2023 by Debbie Mehlenbacher
I went in the Stoney Creek store. Cynthia was there to help me choose bar height stools. We had so much fun. She was amazing and I love my stools. I will definitely go back if I need more furniture. Great service and delivery
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June 2023 by Bill McElroy
Michelle was great, she went above and beyond to help find me a matching piece at another store. Very accommodating with regard to the whole transaction.
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May 2023 by ROBIN IDE
Not only does Urban Barn have really cool furniture but the staff is absolutely the best! Michelle was amazing to deal with-attentive without being pushy. Knowledgeable. The perfect balance in a sales person. And, in Michelle’s absence a couple of days later, Cassandra in the Stoney Creek store and Robyn in the St Catharines location were beyond patient in helping me sort out a problem that was entirely of my own making. I cannot recommend this company enough!
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March 2023 by s a
WORST customer care program. They made me wait for 2 weeks and emailed today again without a resolution; took thousands of dollars with my orders and have failed to respond back about 2 stools after sending them videos and images on them; DO NOT spend your money with them! NO customer loyalty or appreciation!
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March 2023 by Sally Ra
Diabolical customer care program. I have waited over 2 weeks and no resolution and they sent me an email today stating to wait longer..just unacceptable. DO NOT spend your money at urban barn!
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March 2023 by Liz Blinkhorn
Beautiful store and great staff who are always accommodating and extremely focussed on a great client experience.Always prefer to shop there.
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March 2023 by mfs 29
Extremely bad experience for collection of Bar stool from Urban Barn Stoney Creek store. We were promised to get 3 bar stool on 22nd March 2023, But when we reach they said the driver only deliver 2 out of 3 ordered bar stool. I rented a car to arrange pick up of this item and others too. The staff at store was very much fine with this problem from their side and not bothering at all for their mistake. Next day we received sms from Urban barn that your items are ready for collection i again hired a car and went next day and Ms. Kelly (the Same customer service lady) said no its not yet arrived. The strange part is she is very much fine with all what is happening. I am fine with the product but one of the few worst customer service. Last purchase from this store. Thank you.
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March 2023 by Troy Mercer
Beautiful place to shop, so many pretty things at reasonable prices. The staff are friendly and inviting.
