Urban Barn Oakville — Local services in Oakville

I bought a sofa here recently and it was just delivered. During the initial sale, a more senior sales rep took over for the young lady helping me as she had to go home. He seemed impatient borderline snippy with the fact that I was still deciding to pick the fabric I wanted. I felt like I could hear him rolling his eyes kind of vibe. He checked himself after I commented that it is a custom sofa and it's important I'm happy with the materials. It was 3k and not refundable, I will find the right fabric or not buy it. He then sort of back tracked and became more helpful in picking the right material explaining the benefits of it with that sofa after I sort of called that out. Ok fine. That tone I picked up was on full display and no filter when I came back to the store after it was delivered to ask questions. So I get the sofa and it's for sure not as comfortable as I remembered and there was puckering of the material (also not on the display model) and the cushions sinking into deep holes in the middle and not comfortable, so I went to the store again, because they don't answer their phone to sit on the display and see if it's different and tried to explain why I was there but he was VERY abrupt, rude, dismissive and disrespectful, telling me to contact customer care, wouldn't listen just cut me off and talking to me like I'm an idiot. I kept trying to explain what I wanted to know which is what is a normal break in for the cushions, what can I expect or wondering if it's defective. He would not listen and his TONE was SO RUDE, he kept cutting me off telling me to contact customer service, or like I'm barely finished my sentence and the immediately dismissive and not even listening or offering any sort of feedback or support. At the end he says 'I'm trying to help you but you keep cutting me off' My jaw dropped and I could not believe it. On top of that the guy gaslights me! Mark maybe you should have a different kind of job because a sale is not just before you take the money, it's also after. I left that store and said to myself I will never walk into that store again. If I have a good experience do you think I would come back for other items? Yes I would. Getting a customer is the hard part, keeping them is important. I worked in retail electronics in the 90's when I was younger and I was a top sales person every month for years. I wrote my customers thank you cards and always treated people well if they came back and they would come to see me. I was full commission and that's how I earned more money. I wanted information and I was treated like a dog. Unbelievable. Obviously there is a problem at this store, because other people are having the same experience! Rude, short, snippy, disrespectful and arrogant. I've never been spoken to this way in a store before in my life. I don't normally write reviews good or bad but this was so disrespectful I had to because I just gave this company 3k and they treated me like S^%t. That wouldn't make anyone feel good about their purchase or becoming a repeat loyal client. Your brand should be great products at a fair price and great service. If you don't have all 3 you're not running your business properly. I now run my own business and if I treated my customers like that I would be out of business because I rely on repeat business as much as I rely on new customers. It's extremely short sighted. Look at all of the other reviews here with similar comments and ask yourself Urban Barn, who is the common denominator and are these employees an asset or a liability because that cost you money, my future money. You treat me well, I'll come to you first to look if I need...

I wanted to bring your attention to poor customer service and lack of transparency experienced in the Urban Barn store located at Unit G-9 - 3487 Wyecroft Road Oakville, ON L6L 0B6.

On Sunday March 14th, 2021 my mother and I visited the store to shop around for recliners. The employee at the store assisted us with any questions we had and informed us of the colours that were available with the Reese Leather Recliner. The employee failed to mention to us that the grey leather was at a higher price point then the price that was presented with the brown chair ($1,799.00). We told her we would discuss with the rest of the family whether we like the chair and wanted to put out that kind of money as this was going to be a gift for our father's 60th birthday.

During the week, my sister and her boyfriend went by the store to take a look at the chair. They both liked it and we made arrangements to go and purchase the chair on the coming weekend.

On March 21, 2021, my mother and I went back to the store to try the chair again and confirm that the chair was long enough for my father. Employee was again working and present this day. We decided to then proceed with the purchase. When we got up to the cash register to check out, Lorry gave us a total of $2,258.87. I questioned this amount as the chair tag listed the price as $1,799.00. The employee failed again to tell us the price difference of the chair for the grey leather before we got up to the cash and while we were at the cash until she told us the total. I then questioned the price and asked how much the chair actually was. She then advised me that the grey leather was more expensive and that the total she gave us was correct. We were expecting to pay a total including tax of $2,032.87. I mentioned to her that this should've been advertised. I also pointed out that another recliner in the grey leather, Bennett leather recliner, was at the same price point of $1,799.00, and was a smaller chair. She stated that the manufacturer sets the price.

I can appreciate this response because I know that at other furniture stores, different colours may be priced differently. What I cannot appreciate is the lack of proper customer service and transparency. Once I questioned the employee, her whole friendly demeanor changed with my mother and I. She ignored me and didn't exchange any further pleasantries such as have a nice day, etc.

Had we been advised of the price difference, my mother and siblings may have decided not to pursue purchasing this recliner. We were already going above our set budget with the price we thought and then to be blindsided at the cash register due to poor customer service and lack of transparency is alarming and not right. My mother had her mind set on the chair and decided to reluctantly proceed with the purchase as we are running out of time before my father's birthday and also the fact that my father would really love the chair.

I have emailed he customer service and burloak email and hoping for a positive response.

I called the manager and we have came to a resolution. I will continue to...

It’s truly unfortunate to leave a one-star review, but my experience at this Urban Barn location was nothing but stressful after making our purchase.

Our initial visit to the store was fine. Our sales associate, Loree, helped us select several items for our new home, which had no furniture at the time. She arranged the shipping so that our couch and coffee table would arrive first, as we had emphasized how important it was for us to receive them as soon as possible. She assured us multiple times that we would receive the couch, coffee table, and two planters by the following week. We even asked if Boxing Day would affect the shipment, but she confidently confirmed that our items would 100% arrive on time.

However, three weeks passed beyond the promised delivery date with no updates. My husband called the store three times throughout the week, specifically asking for Loree to call us back with an ETA on our furniture. Despite these requests, she never returned our calls. Frustrated, my husband called again and informed the employee who answered that we would be canceling our order. Miraculously, within 15 minutes, we received an email stating that our furniture would be delivered the following weekend. Loree never called back to apologize for the lack of communication or for giving us false information about the delivery timeline.

Additionally, during our purchase, Loree had promised to notify us if any of the items we bought went on sale. Fortunately, I happened to check the website myself and found that multiple items had been discounted—yet another promise she failed to keep.

It’s incredibly disappointing that we spent over $20,000 on furniture, only to receive the lowest level of customer service I have ever experienced. Given the commission made from our purchase, I would have expected at least a basic level of acknowledgment and follow-through on the commitments that were made. Our hard-earned money deserves better service.

Thankfully, when I visited Urban Barn in Stoney Creek, I had a completely different and positive experience. I hope this review reaches the right person so meaningful changes can be made at...