Urban Barn in Canada - Locations, Hours, Flyers

What a Screw Up | by David Proulx on Aug 29, 2019

What a screw up! We were moving into a new condo and purchased all new furniture – 21 pieces in total – no small order. Very exciting times as we have waited a very long time to find the right Industrial Style Condo. We worked with the Sales Team at our local store in Ottawa to ensure that the furniture would be delivered for August 15th. This was EXTREMELY important as we had sold our current household furniture and my wife is disabled so we needed the new condo to be set up right away. We worked backwards from that date to place the order and pay in full. The week of the move we followed up as we hadn’t heard from the 3rd Party Delivery Company, they were a Full Concierge Service, they were to deliver and assemble and set up all furniture. Guess what? They didn’t even have the order in Ottawa! They couldn’t deliver it on the 15th as they didn’t have it. Working with the store it seems something went wrong and the best they could do was to deliver it the following week. So, we moved in and for the next seven days we sat in lawn chairs and slept on a mattress on the floor – not a really good thing for my wife is lives in chronic pain. So much for planning ahead. The store offered us a 5% discount on our order – a bit of an insult. The Store Manager advised that the Customer Care Department would be in touch – this didn’t happen. Fast forward a week later and the truck shows up with the furniture. First thing opened on the truck is the Logan Display Stand, it’s got a broken shelf. We move along and get to the Gatsby Storage Bed. This has a huge scratch on the headboard and the side rail has a smashed corner, not good. The custom Bronx sofas arrive next. No legs for either of them and the upholstery is not well done. The Elba Swivel Arm Chair which was in stock when we paid in full didn’t even arrive, it was now back ordered? Just to be clear these are the observations of the delivery company whom I sense is covering their tracks taking pictures and showing us the damages, so it appears that they have had trouble with Urban Barn in the past. Five out of 21 items damaged or incomplete, pretty bad results for higher priced items. Again, was in touch with the Store Manager who advised that she had asked Customer Care to follow up in regards to our experience and to discuss further compensation. Not much of a “Customer Care Department”. They didn’t call and when I finally reached out to them they threw their Store Manager under the buss. Apparently on both occasions she didn’t ask them to call us? Long and short, they are ‘sorry’ but that’s about it! Seriously Urban Barn has left a sour taste with their service and product. Can’t say that I would recommend them at all. David and Brenda