Urban Barn Ontario Outlet Store — Local services in Mississauga

The team at this location really left a great impression.

5+ stars for Lilly, who spent plenty of time to explore our many options. Lilly explored several different full bedroom sets, and was extremely transparent with the noted disclosures for all the as-is furniture. She even risked a sale to suggest we go to another location to check the colours to make sure they fit with what we were looking for, knowing full well we could have went to another location to purchase, "but it would really be appreciated if you came back and put your order with me". Very deserving of us coming back to close the sale with you Lilly - you put so much effort into us, you definitely went above and beyond.

5 stars for the staff dynamics - when we arrived, Lilly started with us but noted it was her partner's turn to have a customer although she was cashing another family out. After having a discussion, the two decided that it was ok for Lilly to continue working with us, even if it meant the commission would be imbalanced. Really great impression of working dynamics - even though this is a commission based workplace, there was cooperation and courteous teamwork, there wasn't a cutthroat or backstabbing culture.

3.5 stars for the location - we were lucky to find some items that worked out for us, but this location was a bit far, and wasn't as large or well stocked as the old Scarborough location. Lilly explained it was a 'business decision' as the Ontario warehouse was in Mississauga, and the outlet was connected to the warehouse building. Understandable, although it does leave for a bit of a missed opportunity from head office to lose the outlet clientele from Toronto's East End.

All in all, a wonderful customer experience and it was great to see such a great team...

I had an issue with my armchair, which I had bought from another store and I was supposed to exchange it for a new one at the pick-up centre, located in the back of the building. However, upon arriving the staff in the back couldn’t find my order and they asked me to contact customer care. But before doing that, I went in to the outlet store to see if they could help me solve the issue. The ladies at the store were incredibly responsive and attentive, showing genuine concern for my situation. They promptly looked up the exchange order and told me that there were issues pertaining to the way the order was created. Afterwards, they told me exactly what to say to the online customer care before contacting them, to help speed up the process.

Once I contacted customer care they gave me a new order number, and asked me to go back to the pick-up centre in the back and to give the new order details to the staff there. Turns out, the armchair was there all along, but they couldn’t find it due to some issues with their internal ordering system.

In the end, I successfully exchanged my chair, and for which I thank the ladies at the outlet store for guiding me throughout the process, leaving me completely satisfied with the outcome.

I highly recommend this Urban Barn outlet store for their outstanding customer support. You can trust that they'll have your back if any...

UPDATE: I emailed Urban Barn prior to writing this review. No response. Then this generic cut-paste response here asking me to email them. Received a reply to my email a day or so ago. Again, cut-paste "we will try to resolve this but please keep spending money at out store regardless of our customer service".

First off, I was very surprised to see the kind of defects on some of the furniture at the outlet. I understand that this is not a retail shop and some minor defects are to be expected at an outlet but this place is selling outright broken furniture. While a few things were no doubt a good deal, I couldn't believe some of the items urban barn was ok with selling in the condition they were in - outlet or not. We bought a coffee table and a media unit with no major visible defects. When delivered, both items had big cracks on the surface. Emailed them with pictures but I guess they don't believe in replying. Very disappointed since there are so many other options....