Urban Farmhouse Designs — Attraction in Oklahoma City

My experience with UFD has been a long frustrating one starting in June 2018. After some indecisiveness and excitement, I decided to purchase:

1. Custom boxcar 10' dining table
2. Three high back chairs
3. Two end arm chairs
4. Two upholstered benches.

The idea was to have the set ready for Thanksgiving. I also asked about an Instagram with a nice gray dresser with brass pulls with matching nightstands that I was interested in but decided not add to the order at that time.

The items begin production in September. They were intentionally delayed as I was getting a new home built with a scheduled completion day of October.

October 17 - I'm told that the chairs are not ready yet but are scheduled for the November truck and that the table was ready. Still works for me, Thanksgiving is the end of the month. I put in another order for a 5) custom bed at the end of October.

November 14th - I receive an email saying that the dining room items would NOT be ready Thanksgiving. Bummer. Their concession was to offer free shipping on the order and 20% off of any future order. I accepted. 6) Dresser and nightstands

December... nothing.

January... nothing.

I'm keeping in tough with the sales agent, who was wonderful by the way, but I still don't have any products.

Finally February arrives and the delivery is scheduled. What arrives are the: 5) King upholstered bed

1. CRACKED Custom boxcar 10' dining table
2. Four high back chairs instead of three with one of the chairs having upholstered layered in a different direction than the other three. Not a big deal since I only ordered three.
3. Two upholstered benches.
4. ????

The two end chairs were missing and apparently hadn't been built at all. The dining table was cracked from end to end.

After some back and forth, it was decided by the Buyer Coordinator that I would received a new table and all of the seating would be replaced so that the upholstery would be sure to match. I was told that it would be ready mid-March so I agree AND. The sales associated let me know that the gray dresser that I mentioned last year was now 50% so of course I jumped on that offer and it was to also be delivered with the mid March shipment. I also decided to use the 20% offer from last year to have a concrete kitchen table made. All of which I was told would be mid March. 7) Concrete kitchen table

I bet you can predict what happens next...

March... nothing.

April... nothing.

May is when I am finally contacted for delivery. No issues with dining table or seating (one end chair's upholstered is crooked but I'm exhausted with these issues), concrete table, but now the gray dresser is completely damaged. So much so that I did not accept delivery. The pre-shipping paperwork shows that the dresser and nightstands were in normal condition which was a LIE. The delivery service was told that I had seen the damage in advance which was also a LIE. I'm in Dallas, not OKC and only went off of photos. 6) BROKEN dresser and nightstands

So now when the Buyer Coordinator contacts me, I'm expecting to be offered a refund but I was told: We apologize that it was not clearly communicated to you that they were sold at 50% off because of the condition they were in, and understand your disappointment when seeing them in person yesterday. Below are the two options that we have.

We would be more than happy to issue a store credit to you in the amount of $x,xxx for these items that could be applied to anything else in the store.

We can build these items for you and apply the $x,xxx you would have in store credit towards the total cost.

And now it's 1 year later and I'm forced to continue to do business with them from Dallas instead of getting my money back when I've spent tens of thousands...

Fair warning: if you buy actual furniture, be prepared for a dissapointing experience. See ours below! Still waiting on Noah or anyone to tell us when our now overdue couch will arrive...

Our experience buying furniture from Urban Farmhouse Designs has been incredibly disappointing and frustrating. While other reviews show a positive experience in-store, there is clearly a different experience when ordering larger pieces of furniture. In particular, our salesperson Noah has not kept up with commitments, not communicated well, and has acted unprofessionally. Here’s what we’ve been through so far:

(Summary if you don’t want the detail – we were misinformed about pricing, not communicated with, given incorrect delivery info, and still don’t have an anticipated delivery date for our furniture after 135 days, after being told it would be 90-120 max)

7/14/2018: My wife and her friend located the couch we wanted to buy. There was a 20% off sale. The salesperson stated that the 20% off would continue for the rest of the month, so my wife waited to make the purchase until I could come see it with her.

7/21/2018: We go to buy the couch. Noah informs us the sale is now 10%, not 20%. We challenged this based on what the previous sales person said. He wouldn’t make adjustments, so we asked to speak to a manager. There is none, apparently. I asked for the owner’s information and he wouldn’t give that. We buy the couch anyways because my wife loves the design, but are very frustrated because if we had known the sale would be reduced she would have saved hundreds by buying it the week before.

The order delivery date is estimated at 90-120 days, and we were to be given updates every 30 days. Six weeks later, we go to the store to talk to Noah about why we hadn’t received any updates. He says he had been sending them to the wrong email (ours was clearly printed on two documents). We asked him to start sending them and received our first one on September 19th.

10/31/18 We get an update that “our order is processing as planned”. I asked Noah for more detail since we were at the 90 day mark and the holiday season was coming up for it. Noah proceeded to tell me that it “wasn’t his job” to track details on orders (even though he promised us this when we bought the couch) and referred me to a customer service number. I happily called the number, and they told me the couch would be out for delivery the week of November 26th (not sure why Noah wouldn’t have this info). A few days later than 120, but reasonable.

11/26/18 No updates from Noah for six weeks. I call the customer service number to get status & delivery dates. Their systems are down, but I’m promised a call back shortly. Six hours later I called to ask again. The same person answered and said that the couch was still being made and that they didn’t have an approximate date. They said there was a possibility we could get a loaner couch before Christmas (what?!) and that she would call back once she knew an estimated delivery date.

11/27/18 Emailed Noah to asking for him to provide an anticipated delivery date today as we are approaching the busy holiday travel season and need to arrange a delivery.

11/29/18 Still no reply from Noah or customer service. Help, anyone paying attention to this?

12/3: the owner commented on a post saying that the person helping us has left the business and that some things were beyond their control, but offered nothing in the way of resolution. I've called the service center again today and was told they'd have to call me back. Still no idea when we are going to...

Caveat Emptor! Buyer Beware!

Do not give these people money until you have secured your purchase! Otherwise you will never see your purchase or your money ever again.

On July 16 2018 my wife and I found a beautiful table and bench at Urban Farmhouse Dallas. We made arrangements to purchase this existing piece paying a deposit using our credit card. While this piece was unique, it already existed. We were not hiring them to custom build something specifically for us. We were told that they did not offer delivery so we could not purchase that day. Instead we provided a full deposit and we planned to rent a U-haul truck to complete our purchase the following weekend.

In the meantime, we received a call telling us that Urban Farmhouse had discovered defects and would need to send the piece out of state to be reworked. Time was of the essence for fix and flip and because of the delay we instructed the salesperson Noah that we would not be purchasing the table.

We then talked with a cashier to arrange the return of our deposit. She said that the store has a no return policy. I explained to her that we were not returning an item. We never completed the purchase in the first place. She said that she would need to get approval from the owner to refund our deposit.

I kept checking my bank statements and never saw a credit. Then one day Noah called to see when we were going to pick up the table??? I reminded him of our previous decision and that we would not be buying it. I also talked with the cashier who indicated I could get my deposit refunded but that it would require traveling back to Dallas to present my credit card.

We were in the middle of selling a home in McKinney and weekend renovations so we were unable to travel to downtown Dallas to see if this was true. However, some weeks later I was in Dallas on business and called the store again. This time the store clerk refused to honor the refund and insisted on only offering store credit.

I then called their corporate office and spoke with a customer service rep named Dijon who seemed to agree that a full refund was owed us. He promised to look into it and get back with me the following Monday. He never did. Then, I had some time off during the Thanksgiving holiday so I called again and spoke with Kat in customer service. She promised to put through a credit back to my card saying it usually takes 48 to 72 hours. The credit never came through. I then had a day off work before Christmas and left another message for Kat. Since then the Dallas store has gone out of business. I made several attempts to get resolution through the BBB and ultimately filed through small claims court. Several attempts were made by process servers to bring the owners to court but they have evaded every time.

I have posted our story many times. Somehow they manage to get this review deleted and I have to come back every year...